A study on the customer evaluation of BSNL services in Gorakhpur

BY KARUNESH KUMAR PANDEY Reg: 3510910337 UNDER THE GUIDANCE OF PROF. PRIYA KRISHNAN SRM UNIVERSITY

SRM SCHOOL OF MANAGEMENT SRM UNIVERSITY

KATTANKULATHUR KANCHEEPURAM DISTRICT-603203 TAMIL NADU 2011 1

BONAFIDE CERTIFICATE
Certified that this Project Report titled A study on the customer evaluation of BSNL services in Gorakhpur is the bonafide work of Mr.KARUNESH KUMAR PANDEY who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported herein does not form part of any other Project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other candidate.

Prof. PRIYA KRISHNAN Project Guide

Dr. JAYSHREE SURESH Dean

ACKNOWLEDGEMENT I take this opportunity to convey my sincere thanks and gratitude to all those who have directly or in directly helped and contributed towards the completion of this project. First and foremost, I would like to thank Dr. JAYSHREE SURESH DEAN SCHOOL OF MANAGEMENT and my PROJECT GUIDE Prof. PRIYA KRISHNAN for their consistent guidance and support throughout this project. During the project I realized that the degree of the relevance of the learning being imparted in the class is very high. The learning enabled me to get a better understanding of nitty-gritty of the project which I studied. I would also like to thank my batch mates for the discussion that I had with them. All these have resulted in enrichment of my knowledge and their inputs have helped me to incorporate relevant issues into my project. SUBMITTED BY KARUNESH KUMAR PANDEY 3510910337

SERIAL NO. 1 2

CONTENT INTRODUCTION PROBLEM OF THE STATEMENT OBJECTIVES OF THE STUDY

PAGE NUMBER 5 7

LITERATURE REVIEW

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RESEARCH METHODOLOGY

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INDUSTRY PROFILE

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DATA ANALYSIS AND INTERPRETATION

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FINDINGS AND RECOMMENDATIONS

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9 10 11 12

SUGGESTIONS CONCLUSION QUESTIONAIRE BIBILIOGRAPHY

61 63 65 70

CHAPTER I
1.1 INTRODUCTION

Communication has been one of the most important aspects of the growth of human society and culture. Telecommunications, the transmission of signals over a distance for a purpose of communication, is also very important. It provides business, money and market stability in the world. The telecom sector is one of the leading contributors to India's flourishing economy. Telecommunication Sector Opportunities in India assures a transparent, safe, and secured ambiance for the telecom market. It include introduction of Internet telephony services, privatization of VSNL, and introduction of a number of international long distance services sector. The opportunities in the Indian telecom sector is increasing at a massive pace with the introduction of newer and innovative schemes in various sectors and at present the telecom sector in India is claimed to be one of the major contributors in India's flourishing economy.

BSNL is rapidly growing in India with significant international operations. The BSNL name is a unique asset representing leadership with trust. Infrastructure that ensures quality in its services. Customer satisfaction in telecommunications will reflect the service delivery process as experienced by customers. The interaction between customers and the delivery system is effected via alternative contact points; each one of them will be investigated for its impact on the overall customer satisfaction. That is, the service delivery system can be decomposed into alternative customer contact points that shape customers' overall judgment about
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the organization. Each contact point may retain a relative independence concerning criteria of customer satisfaction such as personnel, speed, reliability, and pricing. The objectives of this study are to find the customers attitudes towards the BSNL services and to know the reasons for cancellation of the services. This study helps to find out the factors affecting purchasing behavior of telecom products and to know customers opinion to the services offered by the BSNL.

CHAPTER II
Problem statement
Do the customer of BSNL services such as Price Coverage Sales promotion Offers Customer service Staff response Advertisements have a significant role in customer decision.

CHAPTER-III
1.2 Objectives of the study
Primary objective:
To study the customer evaluation of BSNL services in GORAKHPUR

Secondary objectives:
To find out the telecommunication users in GORAKHPUR To know the age and gender wise classification for usage of telecommunication facility. To find out which all services have been tried by the respondents so far To know the customers opinion about the competitors of BSNL To know the factors affecting the purchasing behavior of telecommunication customers.

1.4 Significance of the study

Consumer feedback is providing the market reflections to the marketer. This enables them to gain awareness about their market performance and customer preference. The conducted study examined the customer satisfaction status on various service offerings by BSNL and the major focus has given to draw the reasons behind cancellation of services. The results related to the said area are an eye opener to the marketer for identifying these gaps and fix it at the earliest. The ruling factors of todays market is having a common axis named consumer, who is deciding the destiny of any firm in the market. Hence the study on related area is having significance to the
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selected telecom operator and since it is common to other operators in the same and related field, the problems that had drawn through the survey may be a reference for other marketers also. The researcher had gained familiarity and practical exposure to the real market world through the conducted study. This can also be a secondary source for other people who plan or are conducting studies in the similar area.

CHAPTER IV
LITERATURE REVIEW AND THEORETICAL FRAMEWORK
3.1 LITERATURE REVIEW
1) Brand selection The research study titled factors affecting the brand decision in the mobile phone industry in Asia by Liu 2002.This study found that the choice of a cellular phone is characterized by two attitudes to brands : attitude towards the mobile phone brand on one hand and attitude towards the network on the other. While price and regularity of service were found to dominate choice between network providers, choices between mobile phone brands were affected by new technology features such as memory capacity and SMS options, more than size. The brand will actually be not towards smaller phones but towards phones with better capability and larger screen. 2) CONSUMER SATISFACTION This study is conducted by TRAI. It assesses the satisfaction level of consumers encompassing quality of technical service, quality and operational aspects of gadgets and social /psychological costs due to unsolicited promotional calls /SMS. The analysis in this report shows that the consumption behavior of the mobile phone users in Delhi and covers the aspects like usage pattern of the mobile phone services, assessment of the level of satisfaction, preference for various attributes and functionalities of gadgets .
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3) CONSUMER BEHAVIOR The titled named consumer buying behavior by Martin Tina; Sam Manaberi [2005] discussed the industrial purchasing stands for more than half of the whole economic activity in industrialized countries. Therefore it is important to understand how industries perform buying activities. The telecommunication industry is a fast growing industry and therefore interesting to investigate. The purpose of this study was to investigate the characteristics of industrial buying behavior in the telecommunication industry. The purpose has been further developed in forms of research questions dealing with the buying process, buying center and choice criteria. A case study was made with a customer, to the telecom supplier Ericsson, from the company HI3G Access, also known as 3. A highly topical company in the third generation telecom networks with Ericsson as one of their primary suppliers. The conducted telephone interview indicates a swift buying process, influenced by word of mouth. Additional findings involve a small buying center, which is mainly controlled by the technical and procurement staff and the importance of price as a selection criteria as the product is becoming a commodity. 4) CONSUMER BEHAVIOR The article named consumer buying behavior in mobile phone market in Finland by EMAC conference, Track : New Technologies and E Marketing. The survey conducted 29 with 397 consumers and looked at their motives to purchase new mobile phones on one hand and factors affecting operator choice on the other. The results indicate that while price and properties were the most influential factors affecting the purchase of a new mobile phone, price, audibility and friends operator were regarded as the most important in the choice of the mobile phone operator. This paper concludes with a discussion of contributions and purposes ideas for future studies in this under researched area.
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5) CUSTOMER BUYING BEHAVIOR The project study titled customer buying behavior of mobile phone brands by Riquelme (2001. She conducted an experiment with 94 consumers to identify the amount of self knowledge consumers have when choosing between mobile phone brands. The study was build upon six key attributes like telephone features, connection fee , access cost , mobile to mobile phone rates call rates and free calls related to mobile phone purchasing respondents had to importance rate. The research shows that consumers with prior experience about a product can predict their choices relatively well but customers tended to overestimate the importance of features, call rates, and free call and underestimates the importance of a monthly access fee, mobile to mobile phones rates and the connection fee.

6) CONSUMER PERCEPTION
The article titled consumer perception and its choice mobile telecom service provider in Malaysia,Journal of International Business and Economics, May, 2007 by Ahasanul Haque, Ali Khatibi, Abdur Raquib, Shameem Al Mahmud. The study aims to find out what are critical factors those are playing an important role to select the telecommunication service provider. Result provides a comprehensive analysis of the important factors for playing an important role for the customer to select the telecommunication service provider. The analysis confirms the significant positive relationship of price, service quality, product quality and availability, and promotional offer for consumer perception. These factors are expected to have a great role during the time to choose telecommunication service provider. In conclusion, practitioners can be deriving a better understanding of the activities that are being played a vital role for the consumer perception.

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3.2 THEORETICAL FRAMEWORK

Consumer
An individual who buys products or services for personal use and not for manufacture or resale. A consumer is someone who can make the decision whether or not to purchase an item at the store, and someone who can be influenced by marketing and advertisements Customer A person, company, or other entity which buys goods and services produced by another person, company, or other entity. Customer service According to Turban et al customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation. The needs, wants and preconceived ideas of a customer about a product or service. Customer expectation will be influenced by a customers perception of the product or service and can be created by previous experience, advertising , hearsay, awareness of competitors and brand image. The level of customer service is also a factor and a customer might expect to encounter efficiency, helpfulness, reliability, confidence in the staff and a personal interest in his / her patronage.

THE MAIN OBJECTIVES OF CUSTOMER SERVICES ARE : Learn to identify and analyze customer needs andproblems Recognize the most common reasons for customer complaints Discover techniques to cultivate and maintain special customer relationships

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Assess your communication style and use two way communication skills to level with people, to accept feedback from them, and to discuss problems Identify specific problems in your customer service program and apply treatment. Customer satisfaction Customer satisfaction is a measure of how products and services supplied by the company meet or surpass customer expectation. Satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectation. Encourage face to face dealing Be friendly and approachable Respond tomessages promptly and keep your client informed Have a clear defined customer service policy Attention to detail Anticipate your clients needs and go out of your way to help them out Honour your promises Kano's model of customer satisfaction distinguishes six categories of quality attributes, from which the first three actually influence customer satisfaction: 1. Basic Factor s. (Dissatisfiers. Must have.) - The minimum requirements which will cause dissatisfaction if they are not fulfilled, but do not cause customer satisfaction if they are fulfilled (or are exceeded). The customer regards these as prerequisites and takes these for granted. Basic factors establish a market entry 'threshold'. 2. Excitement Factors . (Satisfiers. Attractive.) - The factors that increase customer satisfaction if delivered but do not cause dissatisfaction if they are not delivered. These factors surprise the customer and generate 'delight'. Using these factors, a company can really distinguish itself from its competitors in a positive way.
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3. Performance Factors . The factors that cause satisfaction if the performance is high, and they cause dissatisfaction if the performance is low. Here, the attribute performance overall satisfaction is linear and symmetric. Typically these factors are directly connected to customers' explicit needs and desires and a company should try to be competitive here. 4. Indifferent attributes . The customer does not care about this feature. 5. Questionable attributes. It is unclear whether this attribute is expected by the customer. 6. Reverse attributes. The reverse of this product feature was expected by the customer. Five facts for improving productivity As senior managers, only know about the tip of the iceberg, a small fraction of all the problems your customers encounter. Service can be a majormarketing tool Customer problems can cost not only an immediate lost sale, but also future purchases by that customer and by other customers as a result of negative word-ofmouth behavior. We can and must quantify the expected payback from service and/or quality improvements. The market transaction (sale) often is not the key point of customer pain and lost revenue. DOING THE JOB RIGHT THE FIRST TIME + EFFECTIVE CUSTOMER SERVICE = MAXIMUM CUSTOMER SATISFACTION/LOYALTY

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Customer oriented organization chart

In this pyramid shows customers will be the top most priority and next in importance are front line people who meet, serve and satisfy customers ; under them are the middle managers, whose job is to support the front line people so they can serve customers well and at the base is top management, whose job is to hire and support good middle managers.

Customer behavior Customer behavior is to know about the customers way to obtain, use and dispose products. It's important for marketing to know the customer behavior by using different strategies. There are so many different ways to influence customers like new products, promotions, advertisement, good quality and price etc.
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Customer behavior analysis is based on consumer buying behaviour, with the customer playing the three distinct roles of user, payer and buyer. Relationship marketing is an influential asset for customer behaviour analysis as it has a keen interest in the re-discovery of the true meaning of marketing through the reaffirmation of the importance of the customer or buyer. Customer behaviour analysis aims to ultimately improve business performance through an understanding of past and present customers so as to determine and identify future customers and their behaviour.

Customer-Focused Marketing All marketing is done with the customer in mind. Marketing can in fact be referred to as an on-going conversation occuring between business and customer. It is therefore necessary for businesses to gain in-depth knowledge of their relative customers so that the best marketing strategies can be employed in order to attract these potential buyers. This can effectively be done by performing activities such as customer behaviors analysis to ensure customer retention. Listed below are a number of tips to aid businesses striving towards customer retention through marketing efforts:

1. Marketing as a Conversation: Direct interaction with customers is necessary to essentially find out what it is that they are wanting. This marketing conversation involves a process running from action - reaction - feedback - repeat. Businesses need to be willing to take the time to listen to their customers as this can ensure a business of putting something up for offer which is of great worth amongst their targeted consumers, and is relative to their particular needs and desires. It is required for businesses to constantly
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perform marketing promotion so that these customers will come back for more. Giving satisfaction to first-time buyers can prove effective for a business in the long-run for the reason that by giving customers what they desire the first time round, customer retention is encouraged through this form of customer loyalty. 2. Active Customers: Making customers feel as though they are in control is an effective strategy in customer focused marketing. This is done by transforming consumers into active customers who are given the ability to make choices for themselves by actively engaging in promotions and, hereby, deciding on the best possible products and services their money can buy. Customer retention is encouraged through this interaction with customers which aids in customer loyalty. Businesses need to make each and every one of their customers feel good about themselves by giving them something to do. Therefore, retaining customers means keeping them happy by keeping them active. 3. Determining Future Customer Behavior : This is most effectively done through an analysis of the actual behavior of past and present customers. Actual behavior needs to be differentiated from demographic behaviors (which are implied consumer characteristics). Actual behavior is, as such, better at predicting the future which is done by keeping a watch over the actions customers perform with regard to online purchases and the products they purchase over the Internet. 4. Allocating Resources for Marketing: Businesses need to take their budget into consideration when allocating resources for promotions. It is well-known amongst businesses that some marketing activities will generate higher profits than others and data therefore needs to be created by interacting with customers in order to consequentially identify the most profitable
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promotions, which will be delivered to the right customer at the right time, without wasting time or money. Hereby, effective marketing means avoiding unprofitable promotion which will as such mean not reaching the right customers and wasting money. Customer buying behavior Process by which individual search for select, purchase, use and dispose of goods and services, in satisfaction of their needs and wants. Types Minor new purchase these purchases represent something new to a consumer but in the customers mind is not a very important purchase in terms of need, money or other reason. Minor re- purchase these are the most routine of all purchase and often the consumer returns to purchase the same product without giving much thought to other product options. Major new purchase these purchases are the most difficult of all purchase because the product being purchased is important to the consumer but the consumer has little or no previous experience making new decisions. The consumers lack of confidence in making this type of decision often requires the consumer to engage in an extensive decision making process Major repurchase the purchase decision are also important to the consumer feels confident in making these decisions since they have previous experience purchasing the product Stages of the Consumer Buying Process

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Six Stages to the Consumer Buying Decision Process .

1. Problem Recognition (awareness of need ) --difference between the desired state and the actual condition were deficient? I.E., see a commercial for a new pair of shoes, stimulates your recognition that you need a new pair of shoes. 2. Information search - Internal search, memory. External search if you need more information. Friends and relatives (word of mouth). Marketer dominated sources; comparison shopping; public sources etc. 3. Evaluation of Alternatives - -need to establish criteria for evaluation, features the buyer wants or does not want.
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4. Purchase decision - -Choose buying alternative, includes product, package, store, method of purchase etc. 5. Purchase - -May differ from decision, time lapse between 4 & 5, product availability. 6. Post-Purchase Evaluation --outcome: Satisfaction or Dissatisfaction. Cognitive Dissonance, have you made the right decision. This can be reduced by warranties, after sales communication etc. Buying behavior model Maslows hierarchy of needs Gaining a better understanding of customers buying behaviour is based on knowing the following; Awareness Reasons for buying How often do they buy Current usage Reasons for usage What do they buy? Where do they like to buy? Where do they gather their buying information Are they an exclusive customer? Customer loyalty The term customer loyalty is used to describe the behavior of repeat customers, as well as those that offer good ratings, reviews, or testimonials. Some customers do a particular company a great service by offering favorable word of mouth publicity regarding a product, telling friends and family, thus adding them to the number of loyal customers. Ten ways to build customer loyalty:
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1. Communicate: - Whether it is an email newsletter, monthly flier, a reminder card for a tune up, or a holiday greeting card, reach out to the customers. 2. Customer Service : - Go the extra distance and meet customer needs. Train the staff to do the same. Customers remember being treated well. 3. Employee Loyalty : - Loyalty works from the top down. If managers are loyal to the employees, they will feel positively about their jobs and pass that loyalty along to customers. 4. Employee Training: - Train the employees and interact with customers. Empower employees to make decisions that benefit the customer. 5. Customer Incentives : - Give customers a reason to return to business. 6. Product Awareness : - Know what y steady patrons purchase and keep those items in stock. 7. Reliability: - If a purchase will arrive on Wednesday, deliver it on Wednesday. Be reliable. If something goes wrong, let customers know immediately and compensate them for their inconvenience. 8. Be Flexible : - Try to solve customer problems or complaints to the best of ability. 9. People over Technology : - The harder it is for a customer to speak to a human being when he or she has a problem, the less likely it is that you will see that customer again. 10. Know Their Names : - Remember the theme song to the television show Cheers? Get to know the names of regular customers or at least recognize their faces.

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Customer loyalty model

This model is developed by Schelsinger and Heskett (1991). In this model explains that effort spent in selecting and training employees and creating a corporate culture in which they are empowered can lead to increased employee satisfaction and employee competence. This will likely result in superior service delivery and customer satisfaction. This in turn will create customer loyalty, improved sales levels and higher profit margins.

Essentials of customer care 1) Encourage employees to deliver high-quality customer care . Make sure employees have good basic communication skills. Train employees in job-specific skills. Train all relevant personnel how to answer and deal with telephone calls. Make sure employees can handle complaints effectively. They should apologize, be sympathetic, listen, establish the facts, agree what to do and then do it 2) Think of ways to make life easier for customer s. Try to save the customer inconvenience. Exceed your customers expectations. Keep customers informed about any problems, and make it easy for them to contact Use your website to give customers the services and information they want. 3) Use appropriate technology . A good database system can help you record, organize and plan your contact with customers. Make sure information from your website can be transferred to your main database.
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 Contact management software may be a useful tool if you have a lot of highvalue customer accounts. Company will need to explain the advantages of the system to employees, and provide training and incentives for use. 4) Give customers a personalized service . A common way to achieve this is by giving each customer an account manager. Personalize all communication. Personalize the email addresses of customer-facing employees If use computerized telephone systems, give customers the option of talking to an operator at any time. Customer retention Customer Retention is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship. A companys ability to attract and retain new customers, is not only related to its product or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace. Customer retention rate: -- The customer retention rate refers to the number of customers lost over a period of time. It is normally calculated by the percentage of lost customers versus existing customers over a quarterly or annual period, without tallying new customer acquisitions Customer life time value Customer lifetime value enable an organization to calculate the net present value of the profit an organization will realize on a customer over a given period of time. Retention Rate is the percentage of the total number of customers retained in context to the customers that approached for cancellation.

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Customer perception Perception is the process of selecting, organizing and interpreting information inputs to produce meaning. IE we chose what info we pay attention to, organize it and interpret it. Information inputs are the sensations received through sight, taste, hearing, smell and touch. Selective Exposure -select inputs to be exposed to our awareness. More likely if it is linked to an event, satisfies current needs, intensity of input changes (sharp price drop). Selective Distortion -Changing/twisting current received information,

inconsistent with beliefs. Selective Retention -Remember inputs that support beliefs, forgets those that don't. Factors influencing perception Factors Factors in the perceiver Factors in the situation Factors in the target Attitudes Motives Interest Time Work setting Social setting Novelty Motions

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CHAPTER V
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY According to Clifford Woody Research comprises defining and redefining problems formulating hypothesis or suggested solutions; collecting organizing and evaluating data; making deductions and reaching conclusions; and at last carefully testing the conclusions to determine whether they fir the formulating hypothesis. 4.1 Research approaches Descriptive research :The research study is conducted through descriptive research. Descriptive research design is a scientific method which involves observing and describing the behavior of a subject without influencing it in any way or to identify the cause of something that is happening. For instance, this research could be used in order to find out what age group is buying a particular Brand of the product, where a companys market share differs between geographical region or to discover how many competitors a company has in their conducting the research must comply with strict research requirement in order to obtain the most accurate figures / results possible.

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4.2 Research design A research design is the determination and statement of the general research approach or strategy adopted for the particular project. Sample size The number of sample is 110 from GORAKHPUR city, which fulfills the requirement. Each respondent is treated as a case of detailed analysis Sampling design Convenience sampling is used for this study. Convenience sampling is used in exploratory research where the researcher is interested in getting an inexpensive approximation of the truth. As the name implies, the sample is selected because they are convenient. This non probability method is often used during preliminary research efforts to get a gross estimate of the results, without incurring the cost or time required to select a random sample. 4.3 Data collection method For the accumulation of data the sources were primary and secondary data. Primary Data : These data are raw material. They are the measurement observed and recorded as a part of original study. They are original in character. The investigator or researcher directly collects this data. The basic form of obtaining this data is by observing and questioning. The Primary data was a detailed interview schedule with the help of a detailed questionnaire. The samples were drawn purposively from various areas for the relevance of the study. Discussions were held with the general, branch manager and executives of the company to design and execute the research Secondary Data:
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They are not originally drawn by the researcher as fresh data. These are collected by some other person for this purpose and published. These types of data can be collected through various sources. For this study the secondary data were collected from magazines ,journals , references and websites and manuals of the BSNL.

4.4 Tools and techniques of analysis Percentage analysis and statistical tools were used in the study. The statistical tools used for data analysis are Rank correlation and hypothesis testing. ANOVA and t test had applied for hypothesis testing. Rank Correlation = If Rank Correlation is negative we can say that there is no correlation between the variable, if rank correlation is positive we can say that there is a relation between the variable, if the Rank correlation is less than.06 we can say that there is a low degree of relation between the variable, if rank correlation greater than .06 we can say that there is high degree of relation between the variables and if Rank Correlation is very nearer to 1 such as .99 we can say that there is very high degree of relation between the variable. 4.5 Location and Duration of the study The study was conducted among the consumers of GORAKHPUR District. The duration of the project study was two months( MAR 14 MAY18th 2011) 4.6 Scope of the study The study gives the information about the telecom market This will helps to identify the customers preferences and their complaints towards the company. The study will helps to the company for identifying the c ustomers needs and wants. 4.7 Limitations of the study

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 Lack of Universal application: - since the study had been conducted only in a selected region and only in telecom consumers, the applicability of the study in different region and consumer products are restricted. Probability based study: - Study is being done with the aid of Convenience sampling. Hence the entire customers had not been considered for their feedback and the inference drawn on the basis of selected sampling. Business of the respondents: - Walk in respondents were busy with their schedule and hesitate to cooperate with the researcher and because of their rushing to home or office, they had completed the questionnaire quickly which may yield some inherent errors.

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CHAPTER-VI
2.1 INDUSTRY PROFILE
Introduction The Indian Telecommunications network with 110.01 million connections is the fifth largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2008, is expected to reach 250 million in 2011. According to Broadband Policy 2004, Government of India aims at 10 million broadband connections and 18 million internet connections by 2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 62.57 million in FY2008- 2010. In the last 3 years, two out of every three new telephone subscribers were wireless subscribers. Consequently, wireless now accounts for 54.6% of the total telephone subscriber base, as compared to only 40% in 2003. Wireless subscriber growth is expected to bypass 2.5 million new subscribers per month by 2007. The wireless technologies currently in use are Global System for Mobile Communications (GSM) covering 2000 towns across the country. A large population, low telephony penetration levels, and a rise in consumers' income and spending owing to strong economic growth have helped make India the fastest-growing telecom market in the world. The first and largest operator is the state-owned incumbent BSNL, which is also the 7th largest telecom company in the world in terms of its number of subscribers. BSNL was created by corporatization of the erstwhile DTS (Department of Telecommunication Services), a government unit responsible for provision of telephony services. Subsequently, after the telecommunication policies were revised to allow private
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operators, companies such as Bharti Telecom, Vodafone, MTNL, Idea,Vodafone and BPL have entered the space. major operators in India. However, rural India still lacks strong infrastructure. In 2007, an article by Business week magazine reported that India's mobile phone market is the fastest growing in the world, with companies adding some 6 million new customers a month. The total number of telephones in the country crossed the 300 million mark on June 18 2008The overall tele-density has increased to 36.98% in March 2009 In the wireless segment, 15.87 million subscribers have been added in March 2009. The total wireless subscribers (GSM, CDMA & WLL (F)) base is more than 391.76 million now. The wire line segment subscriber base stood at 38.22 million with a decline of 0.13 million in October 2008. Market shares of public and Private Players Both fixed line and mobile segments serve the basic needs of local calls, long distance calls and the international calls, with the provision of broadband services in the fixed line segment and GPRS in the mobile arena. Traditional telephones have been replaced by the codeless and the wireless instruments. Mobile phone providers have also come up with GPRS-enabled multimedia messaging, Internet surfing, and mobile-commerce. The much-awaited 3G mobile technology is soon going to enter the Indian telecom market. The GSM, CDMA, WLL service providers are all upgrading them to provide 3G mobile services. Along with improvement in telecom services, there is also an improvement in manufacturing. In the beginning, there were only the Siemens handsets in India but now a whole series of new handsets, such as Nokia's latest N-series, Sony Ericsson's W-series, Motorola's PDA phones, etc. have come up. Touch screen and advanced technological handsets are gaining popularity. Radio services have also been incorporated in the mobile handsets, along with other applications like high storage
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memory, multimedia applications, multimedia games, MP3 Players, video generators, Camera's, etc. The value added services provided by the mobile service operators contribute more than 10% of the total revenue. Global telecom sector Earnings visibility Earnings growth is being driven by improving pricing conditions, stabilizing operating trends, aggressive cost cutting initiatives, a positive regulatory environment, strong wireless growth, and new market opportunities. This has translated into greater visibility of forward earnings as evidenced by recent increased analyst upgrades within the sector. Merger synergies Given the substantial amount of excess capital available in the sector and in private equity we expect to see additional merger and acquisition activity, albeit at a slower pace than recently witnessed. Global telecom M&A deals over the past two years have reflected market expansion but have also had a positive effect on the buyers balance sheets. Partnering companies have begun realizing their synergies through cost reductions and economies of scale. In the US, the largest three companies now account for over 70% of the sector market cap; this compares to 34% in 1990. Trends in bundled services are also paving the way for additional M&A activity. Sector consolidation will further increase the importance of stock selection. Growth While cost-cutting has been a major source of earnings growth, we have seen topline pressures decreasing which will help revenues become a larger driver of earnings growth again. We see growth within the sector coming from a number of areas including: broadband, 3G (third generation) technology, expansion in emerging markets. Broadband penetration has been accelerating as internet
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customers are seeking faster downloads for audio and video files. 3G services, which facilitate the simultaneous transfer of both voice and non-voice (i.e. video, downloads, SMS, etc.) data are providing mobile users with a much more robust communication platform and should finally begin to realize their growth potential in 2007. Emerging market companies benefit from low penetration rates and also tend to have lower leverage, higher margins and higher growth than most developed markets telecom companies. Global opportunities It has become less difficult to find attractive telecom investment opportunities globally than it was a year ago. As the fog has lifted from the sector, there are increased opportunities within both the growth and value spaces. In the US, improved clarity in the regulatory environment has opened the door for a number of players. Within Europe the risk of negative news flow remains a potential detractor but there is valuation support from attractively priced stocks. There is little difference between the European and US integrated carriers making it more of a stock call than a regional call. Within Asia we see high revenue growth and return on assets. Overall, emerging markets continue to be the fastest growing region within the sector and offer the largest valuation discount. Additionally, the healthy macro environment in emerging markets coupled with increasing domestic wealth is creating a positive consumer environment in the local markets. Fortis Investments: Telecom sector strategy Our strategy is to create a more focused portfolio of diversified high conviction ideas. In the current environment we continue to be sensitive to relative valuations and positive earnings momentum. Our portfolio is largely levered to growth. We have positioned ourselves in companies that will provide synergies as well as margin expansion through wireless exposure. We recognize the sensitivity of the regulatory environment in some markets and have minimized our exposure to those
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markets. We also continue to overweight our exposure to niche players within developed markets as well as to emerging markets which have low penetration rates and more growth opportunities.

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COMPANY PROFILE
Type Availability Founded Slogan Revenue Owner Key people Website http://www.bsnl.in/ http://www.bsnl.co.in/ Telecommunication service provider Indiawide except Delhi and Mumbai 19th century, incorporated 2000 Connecting India US$ 9.67 billion (2010) The Government of India Kuldeep Goyal (CMD)

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector unit in India.

BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence.

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Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages. BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook & corner of country and operates across India except Delhi & Mumbai. Whether it is inaccessible areas of Siachen glacier and North-eastern region of the country. BSNL serves its customers with its wide bouquet of telecom services. BSNL is numero Uno operator of India in all services in its license area. The company offers vide ranging & most transparent tariff schemes designed to suite every customer. BSNL cellular service, CellOne, has more than 17.8 million cellular customers, garnering 24 percent of all mobile users as its subscribers. That means that almost every fourth mobile user in the country has a BSNL connection. In basic services, BSNL is miles ahead of its rivals, with35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base and 92 percent share in revenue terms. BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who access Internet through various modes viz. Dial-up, Leased Line, DIAS, Account Less Internet(CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country.

36

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent services like voice, data and video through the same Backbone and Broadband Access Network. At present there are 0.6 million Data One broadband customers. The company has vast experience in Planning, Installation, network integration and Maintenance of Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute. Scaling new heights of success, the present turnover of BSNL is more than Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US $ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is worth about Rs.630,000 million (US $ 14.37 billion).

BSNL plans to expand its customer base from present 47 million lines to 125 million lines by December 2007 and infrastructure investment plan to the tune of Rs.US$ 16.67 million in the next three years. The turnover, nationwide coverage, reach, comprehensive range of telecom services and the desire to excel has made BSNL the No. 1 Telecom Company of India.

37

GROSS INVESTMENT IN FIXED ASSETS The BSNL is making substancial investment year to year for its network expension and mordenisation. During the current financial year BSNL has made the gross investment of Rs. 7180 crore ( US $ 1.79 billion) in Fixed Assets. These investments have been financed by the internal accruals. CUMULATIVE CAPITAL OUTLAY BSNL has Gross Fixed Assets of over Rs. 124578 Crores (US $ 31.13 billion) as on 31.03.2008.

BOARD OF DIRECTORS Bharat Sanchar Nigam Limited (known as BSNL) is a Public sector communications company in India. Its headquarters are at Statesman House, Barakhamba Road, and Now Delhi. It has a status of Mini Ratna a status assigned to reputed Public Sector companies in India.BSNL is Indias oldest and largest Communication Service Provider (CSP). Currently BSNL has a customer base of 62 million (Basic & Mobile telephony). It has footprints throughout India except for metropolitan cities of Mumbai and Now Delhi which are managed by MTNL. As on February 28, 2007 BSNL commanded a customer base of 33.5 million Wire line, 3.1 million CDMA-WLL and 25.4 million GSM Mobile subscribers.
38

BSNLs earnings for the Financial Year ending 31, 2006 stood at INR 401.8b (US$ 9.09b) with net profit of INR 89.4b (US$ 2.02 Billion). Today, BSNL is Indias largest Telco and one the largest Public Sector Undertaking of the country with authorized share capital of US$ 3.95 Billion (INR 17,500 Crores) and net worth of US$ 14..32 billion.

ABOUT PROJECT Project is presently running in UP East telecom Circle of BSNL as very wide level to create a customer focused organization with excellence in sales, marketing and customer & Leverage technology to provide affordable and innovative products /services across customer segments. Also to provide a conductive work environment with strong focus on performance. Project is started to check the present marketing and sales efficiency in the circle because they are facing tough competition in the market.

39

COMPETITORS

40

CHAPTER VII
DATA ANALYSIS AND INTERPRETATION
CHI-SQUARE TEST:Ho: There is no significant difference in the Service availing and Service provider. H1: There is a significant difference in the Service availing and Service provider.

Chi-Square Tests Value .691a .689 .624 110 Df 2 2 1 Asymp. Sig. (2sided) .708 .709 .430

Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases

a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 10.35.

Interpretation:
We see in the output a very small chi-square value (.691) with a very small significance associated with it (.708), so there is strong relation between Service availing and Service provider, i.e. Service provider makes the mind of people to choose the product.

CORRELATION:A correlation coefficient (symbol r) assumes a value between -1 and +1. Absolute value near 1 are considered strong correlations.
Correlations Service satisfaction Service satisfaction Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 110 .105 .300 110 Problem handled .105 .300 110 1 110

Problem handled

41

Interpretation:
The value shown in the table (.105) is the sample correlation between Service satisfaction and Problem handled. This +ve value says that there is low degree relation between these variable.

CHI-SQUARE TEST:Ho: There is no significant difference in Knowledge of retailer and Service satisfaction. H1: There is a significant difference in Knowledge of retailer and Service satisfaction.

Chi-Square Tests Value 21.609a 26.138 1.442 110 Df 16 16 1 Asymp. Sig. (2sided) .156 .052 .230

Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases

a. 18 cells (72.0%) have expected count less than 5. The minimum expected count is 1.00.

Interpretation:
We see in the output a chi-square value (21.609) with a very small significance associated with it (.156), so reject the null hypothesis, i.e. there is no relation between Knowledge of retailer and Service satisfaction.

CHI-SQUARE TEST:Ho: There is no significant difference in the Service availing and Service provider. H1: There is a significant difference in the Service availing and Service provider.

Chi-Square Tests Value 9.456a 8.835 .053 110 Df 12 12 1 Asymp. Sig. (2sided) .664 .717 .817

Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases

a. 12 cells (60.0%) have expected count less than 5. The minimum expected count is 1.54.

42

Interpretation:
We see in the output a chi-square value (9.456) with a very small significance associated with it (.664), so reject the null hypothesis, i.e. there is no relation between the Service availing and Service provider.

CORRELATION:A correlation coefficient (symbol r) assumes a value between -1 and +1. Absolute value near 1 are considered strong correlations.
Correlations Service Satisfaction Service Satisfaction Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 110 -.167 .097 110 Type of service -.167 .097 110 1 110

Type of service

Interpretation:
The value shown in the table (-.167) are the sample correlation between Service Satisfaction and Type of service. This ve value says that there is no relation between these variable.

43

PERCENTAGE ANALYSIS:Q1) Which card do you use for your mobile services? Post-Paid 18
Sim Card

Pre-Paid 82

18% Post-Paid Pre-Paid

82%

INTERPRETATION

82 % people use prepaid card and 18 % use post paid card

44

Q 2) Which service do you use ? VodafoneAirtel 8 Hutch 20 BSNL 42 Idea 10 Reliance BSNL 12 8

8% 12%

8% Airtel 20% Vodafone-Hutch BSNL Idea Reliance TATA Indicom 42%

10%

INTERPRETATION-:

42% people use BSNL connection

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Q3. How do you rate your service provider with respect to following:-

120 100 80 60 100 40 20 0 45 0 11 20 60 0 10

BSNL
10 30 25 70 24 30 35 10 55 0 10 20 10 25 0 5 15 Poor Average 80 Good Excellent

ge

ns

gn a

pl a

et wo r

ai la bi

ilit ie

ra

ov e

Ta r

INTEREPRETATION-:

Most of the customers are overall satisfied

Ea

sy

av

46

Fa c

iff

Si

Bi

llin g

ks

ls

lit

Q4. If you are a prepaid user then answer the following:(I) Availability of recharge coupon:(II) Availability of Special Vouchers (Tariff Plan, SMS Card):-

BSNL
140 120 100 80 60 40 20 0 Excellent 88 30 10 good 25 2 Average 3 poor Special Vouchers recharge coupon 42

INTERPRETATION-:

Customers are satisfied with the availability recharge coupons and special vouchers.

47

Q5. If you are a postpaid user then answer the following:I) How is the bill facility with respect to:-

ACCURACY AND TIME DELIVERY

BSNL
60 50 40 30 20 10 0 Excellent good Average poor 6 0 11 5 38 30 Accuracy Timely deliver 56 54

INTERPRETATION-: Majority of the customers are satisfied with accuracy and time delivery of the bill.

48

Q6. What is your monthly usage in terms of money (Rs):-

5% 20% 42% 100-500 500-1000 1000-1500 Above 1500 33%

INTERPRETATION -:

Majority of the customers are in the range of 100 - 500

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Q7. What is major source of information about the service provider? Relative Print Media 18 Electronic Media 34 CoHording/Banners Fair/Repetitive representative 16 3 5 & Friends 24

18% 24% Print Media Electronic Media Hording/Banners 5% 3% 34% 16% Fair/Repetitive Co-representative Relative & Friends

INTERPRETATION-:

Electronic media is the major source of information provider about service provider

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Q8. How do you rate customer care services?

BSNL
40 35 30 25 20 BSNL 15

10
5 0 Excellent Good Average Poor

INTERPRETATION-:

Majority of the respondents rated good.

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Q9. How is your problem handled? Immediately 15 Within 24 hrs. 58 Within 48 hrs. 27

27%

15% Immediately Within 24 hrs. Within 48 hrs. 58%

INTERPRETATION-:
most of the problems are solved with in 24 hrs

52

Q.10) Reasons for .

CANCELLATION OF THE BSNL SERVICES

Responses No of respondents Percentage

Yes

110

100%

No

0%

INTERPRETATION-:
Since the survey had been conducted among the customers who are cancelled the BSNL services, all of the respondents had cancelled the service. Because of the various problems like complaint, billing problem, less offers etc.

53

CANCELLED SERVICES

Products

No of respondents

Percentage

Mobile phone

41

37%

Landline

45

41%

Internet facility

24

22%

54

INTERPRETATION-:
The survey found that majority ie; 45 (41%) of the customers had cancelled their landline connection because of various problems like phone set complaints, excess bill amount, after sales service. And out of 110 customers 41 (37%) of them had cancelled or migrate their connection from postpaid to prepaid service. 24 (22 %) of them had cancelled internet facility because of less coverage, low speed of the server, high price for downloading. Hence we can say that most of the services provided by the BSNL is having customer complaints, which have to be addressed properly for customer retainment

REASONS FOR CANCELING

Reasons No of respondents Percentage

Customer service

16

15%

Not getting the bill on time

41

37%

due to address change

Coverage

37

34%

Others

16

15%

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INTERPRETATION-:
The above table shows that 41 (37% ) of the respondents are having the problem of not getting the bill on time. This is because of either the address change or technical problem.37 (34% ) of them are not having enough coverage in their residential area.16 (15%) of them are not satisfied with customer service. This is because of the customers are not satisfied with the employees behavior when they approach for asking any doubts regarding the offers or other complaints.

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Q.11) CUSTOMER PREFERRED MOBILE NETWORK SERVICE FOR ROAMING FACILITY

SERVICES BSNL AIRTEL VODAFONE IDEA TATA INDICOM RELIANCE

NO OF RESPONDENTS 29 30 25 15 7 4 26% 28% 23% 14% 7% 4%

PERCENTAGE

57

INTERPRETATION
The above table reveals that 30 (28%) of the respondents prefer Airtel service when they are going outside GORAKHPUR because they are attracting to the Airtel offers, coverage etc. 29(26% ) of them are prefer BSNL service. This is because of the wide coverage, customer service and offers.25 (23%) of them are prefer Vodafone services.15 (14%) of them are prefer Idea service. Least preferred services for roaming are BSNL (7%) and Reliance 4 (4%).

58

CHAPTER VIII
FINDINGS AND RECOMMENDATIONS 6.1 FINDINGS 1. 100% of the respondents are having telecommunication facility 2. Majority of the customers had tried BSNL 55(60.5%) service and Airtel 31(34%). 3. According to the survey, the main elements of buying behavior of BSNL telecommunication service are : 100% of the respondents are considering coverage 39(43%) respondents are looking for offers 35 (38.5%) of them looking for the company brand image 28 (31%) looking for customer service of the company 20 (22%) respondents are noticing sales promotion like advertisement. 4. Majority (54%) of the respondents had tried BSNL landline connection 39.6% of them had tried Mobile connection, only 27.5% of the respondents were tried internet facility. 5. 46.2% of the respondents are not at all satisfied with the recharge coupons offered by BSNL. 49 (53.9%) respondents are satisfied with the recharge coupons offered by the BSNL. 6. Since the customer service is low, most of them are 48 (52.8% )dissatisfied with the after sales services of the company. 7. 55 (61%) are satisfied with the network coverage of the company,30 (33%) of them are dissatisfied with the coverage,
59

8. 68(74%) are not at all satisfied with the offers. 9. Most of the customers are not getting the vouchers nearby stores 10. 45 or 50% of the customers are cancelled their landline connection ,41 (45.1%) of them are cancelled or migrate their connection from postpaid to prepaid service, 24 (26.4 %) of them are cancelled internet facility 11. Reasons for cancellation 41 (45.1% ) of the respondents are having the problem of not getting the bill on time. 37 (40.7% ) of them are not having enough coverage in their residential area. 16 (17.6%) of them are not satisfied with customer service 62(69%) of the respondents are having hand set complaint. 12. Responses towards the company 61 (67.1%) of the respondents are cancelled the services without giving any complaint to the company. 56 (61.6%) are continue the BSNLs service after they are complained to the company 34(35.3%) of them feels like to cancel the service after giving the complaint to the company 33 (36.3% ) of them are discourage others to buy the BSNLs service.

60

CHAPTER-IX
6.2 SUGGESTIONS
1. Company can decrease call rates to other subscribers for attracting youngsters 2. Voucher card can provide all the retail shops on time for customer convenience. 3. Better quality batteries may be provided with the set. 4. Sales promotion can be more intense, like television ad showing the price, quality, and other product related details. 5. Even though the company has some offers or other value added services, it can be well known by the sales people. So it is better to provide adequate training to the sales people. 6. Provide the tower to all centers for avoiding the network problem. 7. To ensure better customer satisfaction & maintain higher level of Customer relationship management, the billing department has to be more effective & efficient. 8. User manuals and the plans pamphlets should be given to the staff for clearing the doubts of the customers. 9. The cancellation mainly occurs in landline connection. So the company can take care of the following services Billing activities After sales service On time delivery of the product after complaint has to be recovered. 10. BSNL can appoint more technicians to all Value hubs to recover on time land line service compliant. 11. The employees can call back to customers at least once in a month for getting the feedback of the services offered.
61

12. Customers are demanding for affordable price for product and gifts with purchasing. 13. Majority of the customers are not satisfied with the recharge coupons offering by the company. So the company can increase the talk time to all recharge coupons. 14. Customer relationship managers can keep the records of update details regarding the customers address change for sending the postpaid billing charges to avoid delay of payment. 15. All the BSNL retail hubs can have the complaint grievance box for customers. 16. Employees can inform customer complaint on time to the head of the department.

62

CHAPTER-X
CONCLUSION
India has a mere 1.2 telephones for every 100 of its people. This is way below international standards and is not becoming of a country aspiring to be major player in the global economy of the 21st century. This means that opportunities for investment in this sector are immense. Basic voice service is the biggest market. Installation of around 25 million direct lines by the year 2001 will require an investment of US$ 22 billion. Due to the growing need for mobile phones, its no wonder that service providers are going all out to capture, as much market space as they can. As the number of mobile phone users are estimated to rise to about 120 million by 2008,its not surprising that most of the leading service providers in India have started branding and marketing their services more aggressively. The conducted study try to examine the market mindset towards one of the major player in the telecom sector. The selected company for the study is BSNL which is having a reputation in the market. This study had examined customer evaluation about the tele services provided by the company. It also investigates the major reasons behind cancellation of services by the customers. The major findings are The customers are not satisfied with services because of the low quality; high price, poor after sales services, less network coverage etc. The main reasons for cancellation of the services were: - coverage problem, customer service, billing complaint shows the negative impressions to the company. The researcher got an exposure to the real situations of telecom market world and reactions to the customers and enable to understand the customer reactions while they are undergoing dissatisfaction of services. To the marketer,
63

the present study is a market reflection about the services offered. This will give him an insight into the customer problems, he has to settle at the earliest, which will help him to expand his market and improve his image.

64

QUESTIONAIRE
Date :.

1. Name :

2. Address :

3. Contact No. :.

4. Which card do you use for your mobile services? (a) Post-Paid (b) Pre-Paid

5. Which service are you currently availing? (a) Airtel (e) Reliance (b) Vodafone-Hutch (f) TATA INDICOM (c) BSNL (d) Idea

6. Are you using this connection since beginning? (a) Yes (b) No

7. How do you rate your service provider with respect to following:-

65

Rating Scale Excellent Good Criteria Coverage Tariff plans Signals Networks Easy availability Facilities Billing Average Poor

8. Are you satisfied with the network and roaming charges? (a) Yes (b) No

9. If you are a prepaid user then answer the following:(I) Availability of recharge coupon:(a) Excellent (b) Good (c) Average (d) Poor

(II) Availability of Special Vouchers (Tariff Plan, SMS Card):66

(a) Excellent

(b) Good

(c) Average

(d) Poor

10. If you are a postpaid user then answer the following:I) How is the bill facility with respect to:Rating Scale Excellent Good Criteria Accuracy Time Delivery Average Poor

II)

How much time period are you given for payment of bill? (b) 10 Days (c) 15 Days

(a) 5 Days

11. What is your monthly usage in terms of money (Rs):(a) 100-500 (d) Above 1500 12. How do you rate the value added features provided by your service provider? Rating Scale Excellent Good Criteria GPRS Average Poor (b) 500-1000 (c) 1000-1500

67

MMS SMS INTERNET RINGTONES VOICE MAIL CALLER TUNE

13. Which is the major source of information about the service provider? (a) Print Media (b) Electronic Media (c) (f) Hording/Banners Relative & Friends

(d) Fair/Repetitive (e) Co-representative 14. How do you rate customer care services? (a) Excellent (b) Good

(c) Average

(d) Poor

15. How was your problem handled? (a) Immediately (b) Within 24 hrs. (c) Within 48 hrs.

68

16. How do you rate knowledge of retailer (as member of distribution channels of yours service provider? (a) Excellent (b) Good (c) Average (d) Poor

17. Are you satisfied with your service provider? If (a) Yes (b) No

why. 18. What more do you expect from your service provider? 19. Finally what is your second preferred service provider? (a) Airtel (d) Reliance (b) Vodafone-Hutch (e) TATA INDICOM (c) BSNL (d) Idea

RESPONDENTS SIGNATURE -

THANK YOU

69

BIBILIOGRAPHY
1. Dr Kothari C R (2008) Research Methodology: Methods and Techniques Wishwa Prakashan Publishers ,Delhi 2. Philip Kotler and Kevin Lane Keller (2005), Marketing Management Twelfth Edition, Prentice Hall, Delhi. 3. Liu, Vol 4, (2002) Factors affecting the brand decision in the mobile phone industry in Asia, Journals of Marketing 4. Martin Tina; Sam Manaberi, Vol 2 [2005] consumer buying behavior, Indian Journals 5. Jim Blythe (1999) The Essence of Consumer Behavior , Prentice Hall PTR 6. The ICFAI Journals of Service Marketing (March 2008) Vol. 6,No.1, pp. 40 50, India. 7. Bolton, R.N, Kannan, P.K.Bramlett , M.D(2002) , Implications of loyalty program membership and service experiences for customer retention and value, Journals of the Academy of Marketing Science. 8. Singh J,(2002), Customer Satisfaction and Loyalty judgement, Journals of Academy od Marketing Management, pp.18-35 9. Payne Adrian (1998) Marketing Plans For Service Business 10. Sharma N, Sharp A,(1999), the impact of communication effectiveness and service quality on relationship commitment in consumer, professional services, The Journal of Marketing Management.

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