Preface

In today’s scenario, it is not possible that we get knowledge about the market without

practical training. By the practical training a management student can understand the

management working in the area of their specialization. Actually practical knowledge

increases the knowledge of students in real field of market & also integrates the

theoretical concepts with the practical working of the organization.

The economic condition and technologies keep on changing from time to time; it is very

difficult for an organization to survive in the long run. The report will help to suggest

sales, goal, opportunities and strategies that will improve desired market growth. This

project report will help in knowing consumer behavior, customer responses on services

and problem faced by company in dealing with customers. This report will give

information about behavior of customers. This report will help in development and

improvement of service techniques.

The tools & techniques used in the study were standard & modified according to the

report requirements. I used the primary and secondary data for collection of

information. I had enjoyed my summer training from the very first day.

1
 CONTENTS

Part-1

Chapter: 1 Introduction of organization page no

1.1. About the organization 3

1.2. Organizational Structure& Hierarchy 8

1.3. Objectives of BSNL 10

1.4. Products & services 12

1.5. Business processes 48

1.6. SWOT Analyses 53

1.7. Marketing strategies 55

Part-2

Chapter: 2 Research work

2.1 Research problems 60

2.2 Introduction of project topic 61

2.3 Research Objective 62

2.4 Scope of research 62

2.5 Research Methodologies 63

2.6 Data analysis & interpretation 65

2.6 Findings 80

2
2.7 Conclusion 81

2.8 Suggestions 81

2.9 Limitation of study 82

2.10 Bibliography 83

2.11 Annexure 84

3
 LIST OF TABLES

List of table Page no

1.) Type of telecom services use by user 65

2.) Which telecom connections for better coverage 67

3.) Satisfaction level after using the BSNL services. 69

4). Respondents who have 3G connections 70

5).Respondents satisfied with 3G connections. 71

6). Respondents who are using internet connections 73

7). which type of connection used by respondents 74

8). No. of respondents using landline connections 76

9.) Respondents face any difficulties while using land line connections. 77

10). Respondents think to reduce the call charge of BSNL services 78

4
 LIST OF FIGURES

List of figures Page no

1.) Type of telecom services use by user 66

2.) Which telecom connections for better coverage 68

3.) Satisfaction level after using the BSNL services 69

4.) Respondents who have 3G connections. 70

5.) Respondents satisfied with 3G connections. 72

6.) Respondents who are using internet connections. 73

7.) which type of connection used by respondents 75

8.) no. of respondents using landline connections. 76

9.) Respondents face any difficulties while using land line connections. 77

10). Respondents think to reduce the call charge of BSNL services 79

5
BHARAT SANCHAR NIGAM LIMITED

1
Corporate office

Bharat Sanchar Bhavan

Harish Chandra Mathura Lane

Jan path, New Delhi-110 001

2
 1.1. About the organization
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest

Telecommunications Company providing comprehensive range of telecom services in

India:

The telecommunications system in India was thrown open to private players in the

1990s. The country is divided into multiple zones, called circles (roughly along state

boundaries) and the four largest cities (Delhi, Mumbai, Kolkata and Chennai) are

circles in their own right. The government owned BSNL runs local, mobile and long

distance telephone services all over the country (except in the Delhi and Mumbai

circles). Several private companies give competition to BSNL/MTNL in different

circles.

Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and

Mumbai). There are other companies too, such as Touched and Tata Teleservices

which do not have a pan-Indian presence. Reliance Infocom has licenses’ to provide

services all over the country, but have started off only with CDMA mobile and fixed

mobile services (where the phone is not wired to the exchange, but is used like a fixed

line at home or office).

Landlines are now facing competition from mobile telephones (GSM and CDMA

based). Mobile phone connections are readily available from private companies for

relatively low prices. The competition has forced the government owned monopoly

BSNL (MTNL in Delhi and Mumbai) to become more efficient. The landline network

3
quality has improved and landline connections are now usually available on demand,

even in high density urban areas. In addition to the government monopoly, there are

several private landline telephone companies, notably Reliance and Tata Teleservices

and Bharti (which runs the landline company Touched and the mobile company

Airtel). Long distance service is now more comprehensive and cheaper, carried

primarily on fiber optic cable. There are several private long distance companies; the

government owned BSNL continues to use its monopoly against them. However, the

competition has caused prices to drop and calls across India are now comparable in

price to calls across the continental United States.

Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation

Limited) is a public sector telecommunication company in India. 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 units 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. 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 R km of OFC Cable, 63730 R km of Microwave Network connecting 602

4
Districts, 7330 cities/towns and 5.5 Lakhs villages. It is India's largest

telecommunication company with 24% market share as on March 31, 2008. Its

headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath,

New Delhi. It has the status of Mini Ratna, a status assigned to reputed public sector

companies in India.

BSNL is India's oldest and largest Communication Service Provider. Currently has a

customer base of 73 million as of June 2008. It has footprints throughout India except

for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL.

PROFILE

COMPANY NAME: Bharat Sanchar Nigam Ltd.

Headquarters : Bharat Sanchar Bhawan , Harish

Chandra Mathur Lane, Jan path, New Delhi

Head Office in Lucknow: Hazratganj

BRANCH OFFICES IN LUCKNOW: Spur marg, Hazratganj, Alambagh,

Mahanagar, Kaiserbagh

Chairman & Managing Director : Kuldeep Goyal

Status: Mini Ratan (a status assigned to reputed public sector companies in India.)

Founded: 19th century, incorporated 2000

Owner : Government of India

5
FINANCE

1 . 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.

2 . Indians fourth largest telecom company as on March 2010.

3 . BSNL is a company, whose cash reserves, at Rs 38,000 crore, equals the turnover

of India’s 12th largest listed company

6
Corporate assests

Bharat Sanchar Nigam Limited has got net fixed assets valuing more than Rs. 54698

Crores (US $ 13.67 billion), which are in the form of Land, Buildings Cables,

Apparatus & Plants etc. as on 31.03.2008.

Achievements of B.S.N.L:

1 . World’s 7th largest & India’s No.1 Telecommunication company.

2 . 47.3 million line basic telephone capacity, 4 million WLL capacities, 20.1

Million GSM Capacity, 287 Satellite Stations, 7330 cities/towns and 5.5 Lakh villages.

3 . BSNL is a company that has so much telecom infrastructure and real estate that it is

valued, by some estimates, at Rs 400,000 crore.

4 . If BSNL were to list today, it would be India’s most valued company, with a 25%

lead on number two.

5 . BSNL is a company that has a larger telecom network than other player in the sector.

7
 1.2) Organizational Structure

Board of the director

Phone

Designation Name (Office) Fax No Email

CMD KULDEEP 23372424 23372444 cmdbsnl@bsnl.co.in

GOYAL

Director(Enterprise) RAJENDRA 23734064 23734166 dir.enterprise@bsnl.co.in

SINGH

Director(Finance) GOPAL DAS 23714141 23314141 dirfin@bsnl.co.in

Director(Human GOPAL DAS 23734070 23734072 dirhrd@bsnl.co.in

Resource)

Director(Consumer Rajesh Wadhwa 23037142 23734242 diro@bsnl.co.in

Fixed Access) 23738999

Director(Consumer R.K.Aggarwal 23734073 23734075 dirplg@bsnl.co.in

Mobility)

Company Secretary & H.C.PANT 23353395 23353389 csgml@bsnl.co.in

GM(Legal)

8
ORGANISATIONAL CHART

9
 Vision:

To become the largest telecom Service Provider in South East Asia.

Mission:

1. To provide world class State-of-art technology telecom services on demand at

affordable price.

2. To provide world-class telecom infrastructure to develop country's economy.

1.3) Objective:
1. Build customers confidence through quality and reliable services.

2. Provide bandwidth on demand.

3. Contribute towards national plan target of 10 corer subscriber base for the

country by 2010.

4. Broadband customers base of 20 million in the country by 2010.

5. Telephone in all villages.

6. To be the Lead Telecom Services Provider

10
To facilitate R & D activity in the country. Contribute towards:

i. National Plan Target of 500 million subscriber base for India by 2010.

ii. Broadband customers base of 20 million in India by 2010 as per Broadband

Policy 2004.

iii. Providing telephone connection in villages as per government policy.

11
1.4. Products & services

Telephonic services:

Countrywide telephone service is being provided through 32,000 electronic

exchanges, 326 Digital Trunk Automatic Exchanges (TAX), Digitalized Public

Switched Telephone Network (PSTN) all interlinked by over 2.4 lakh km of Optical

Fiber Cable, with a host of Phone Plus value additions to our valued Customers.

BSNL's telephony network expands throughout the vast expanses of the country

reaching to the remotest part of the country.

With the aid of state-of-the-art digital exchanges, BSNL offers you a host of phone

plus services, converting your old basic telephones to a sophisticated tool which can

be used for a variety of applications.

Hot Line

At the same time you may want to have the flexibility to dial any other number of

your choice. It is possible to have this facility in the digital exchanges by the delayed

12
hotline feature. The number of your choice can be programmed by the exchange staff

at your request. After doing so if you lift the telephone and do not dial within 5

seconds, you will be automatically connected to the programmed number. However if

you start dialing within 5 seconds, you can make an outgoing call as usual.

Call Transfer

Using this facility Calls can be forwarded to another telephone number designated by

you

Call Waiting

This facility lets you receive incoming calls even when your telephone is busy. You

will get a short duration pip-pip tone when you are busy talking, indicating that

another call is waiting for you, provided you have activated this facility. You can talk

to any one of the callers keeping the other waiting. Complete secrecy of

communication between the two callers is maintained.

Abbreviated Dialing:

You may be calling a few people very frequently. It is possible to program these

numbers as abbreviated codes of 1 or 2 digits. A maximum of 20 numbers can be

programmed for abbreviated dialing. It is ideal for STD/ISD.

Automatic Wake-Up/Reminder Call Service: When you want to be given reminder at

a specific time, all you have to do is to call the exchange and leave the time you want

to be reminded. The facility allows you to initiate a call automatically by the exchange

at a fixed time specified by the user of the telephone.

13
 Mobile services:

Fastest growing and number one cellular service in India, providing postpaid and

prepaid services makes cellular telephony to the masses, through innovative

technology and strategic pricing. Our entry into this sector has brought GSM cellular

service at an affordable cost to the common man. All serving a single objective, to

provide better communication to millions across India.

Customers have reposed tremendous faith in BSNL and it has enrolled over 30 Lakh

Cellular customers within ten months of launch of Cellular service, an unprecedented

mark in Indian Cellular Market.

Post paid services:

BSNL Mobile offers you a host of value added services and unmatched features not

found in any other Cellular service

As a proud subscriber of BSNL Mobile service you will stay in touch with your nears

and dears anywhere in India because BSNL Mobile is the only Cellular service which

is available in all major cities and covers all major highways. BSNL Mobile gives

you all India roaming facility (including Delhi and Mumbai) and International

roaming facility to more than 300 networks across the world.

14
Prepaid services:

BSNL Mobile prepaid service offers you a host of value added services and

unmatched features not found in any other Cellular service. All India roaming facility

is also available on BSNL mobile prepaid service.

Initial activation charges for Prepaid Mobile is only Rs. 200/- and free talk value of

Rs. 50/- is given to all subscribers.

A host of value added services are also available at very economical charges:

1. Call Forwarding(within same Service Area)

2. Call Conferencing

3. Call Waiting and Call holding facility

4. Voice Mail Service

5. Short Message Service (SMS)

6. All India Roaming

15
WLL- wireless local loop

Wireless in Local Loop WLL

The BSNL Land line network using radio frequency signals instead of conventional

copper wires, for the full or part connection between the subscriber and the exchange

this comes with superior voice quality and high speed data capabilities. CDMA is

popular with more than 100 million subscribers worldwide, and the number keeps on

increasing exponentially. in this case, subscriber can carry a small handset of CDMA

technology. There is no antenna or any other equipment at subscriber’s premises.

BSNL WLL CDMA services:

It offers host of value added services at virtually no cost to our esteemed subscribers.

Customer may get the handset by paying premium approx. Rs. 20/- per month only for

the comprehensive policy taken for the cost of handset.

16
SERVICES:

BSNL WLL-offers you a host of value-added services:

1. CLIP (Caller Line Identification Presentation): enables you to view the

number of the calling person when you receive a call

2. CLIR (Call Line Identification Restriction): enables you to block

presentation of your own number on a called person's phone

3. Voice-mail service: 24 hour personal call answering service

4. Call waiting: allows you to receive an incoming call while already

engaged in one call

5. Call hold: allows you to put a current call on hold and make a second

call

6. Call divert: allows you to divert calls within your SDCA

17
Internet services:

Internet service throughout the entire country (except in New Delhi and Mumbai)

under the brand name of”Sancharnet". Sancharnet provides free all India roaming and

enables it's users to access their accounts, using the same access code (172233) and

user ID from anywhere in the Country. In order to make Internet available throughout

the length and breadth of the Country Internet Dhabas are being commissioned at all

the Block Headquarters. BSNL has also started DIAS and Account free internet

access (CLI based) facility on few select cities recently.

The Sancharnet Card" is a prepaid Internet Access Card with following features:

1. Self-register for internet access with your choice of use rid

2. Renew your existing Sancharnet Account

3. Wide Range of Internet Access Packages

18
BSNL broadband

BSNL Broadband is a broadband internet service from state owned BSNL in

India since 14 January, 2005. Until September 30, 2007 it was known as 'Data

One'

BSNL is in the process of commissioning of a world class, multi-gigabit,

multi-protocol, convergent IP infrastructure through Internet backbone-II (NIB-II),

that will provide convergent services through the same backbone and broadband

access network. The Broadband service will be available on DSL technology (on the

same copper wire that is used for connecting telephone), on a countrywide basis

spanning 198 cities.

In terms of infrastructure for broadband services NIB-II would put India at par with

more advanced nations. The services that would be supported includes always-on

broadband access to the Internet for residential and business customers, Content

based services, Video multicasting, Video-on-demand and Interactive gaming, Audio

and Video conferencing, IP Telephony, Distance learning, Messaging: plain and

feature-rich, Multi-site MPLS VPNs with Quality of Service (QoS) guarantees. The

subscriber will be able to access the above services through Subscriber Service

Selection System (SSSS) portal.

The Service will be given through the state of the art Multi Protocol Label Switching

(MPLS) based IP Infrastructure, which is designed to provide reliable routes to cover

all possible destinations within and outside the country. Layer 1 of the network will

19
consist of a high speed Backbone comprising of 24 powerful Core Routers connected

with high speed 2.5 Gbit/s (STM-16) links.

The routers are located on the national DWDM network interfacing at STM-16

optical level to provide for high transmission speeds. MPLS VPN is a technology

that allows a service provider like BSNL to have complete control over parameters

that are critical to offering its customers service guarantees with regard to bandwidth

throughputs, latencies and availability.

The Broadband Service is available throughout India, in all cities, towns and even in

main villages.

Services available through Broadband

High speed Internet Access: This is the always-on Internet access service with speed rangin

from 256 kbps to 8 Mbps.

Multicasting: This is to provide video multicast services for application in distance educatio

telemedicine etc

Dial VPN Service: This service allows remote users to access their private network secure

over the NIB-II infrastructure.

Video and Audio Conferencing:

Content based Services: Like Video on Demand, Interactive Gaming, Live and time shifte

TV

20
GSM Data Card
GSM Data card is a hot new product launched by BSNL which gives the speed of

224kbps with all over India roaming free.

GSM DATACARD

evolution data optimized

21
EVDO

After entering in mobile era, 3G technology is designed to provide high-speed data

transmission just to work with mobile phone networks. The biggest problem here for

high speed wireless networks is only the usage of low bandwidth. Due to which

range of usable frequencies is quite below the requirements. It is equal to an amount

of data transmitted by several radio stations onto the FM dial. However, the new

piece of technology, EVDO is modified CDMA technology developed by Qualcomm

to overcome these difficulties.

EVDO actually means Evolution-Data Optimized. It is a newest standard for used for

telecommunication services, to transmit data using radio signals. That is why it now

being use4d is used for wireless Internet access. It’s basically used for TDMA and

CDMA techniques for data transfer.

EV-DO is actually considered as a 3G standard of 3rd generations mobile devices.

This newer technique can support maximum speed of about 2.4mbps. Along with

that, EVDO devices also offer backward compatibility that can also be used to access

CDMA 1x network.

EVDO work much differently than regular wireless networks. Instead of creating

physical path for receiving and transmitting data in one go, EVDO has adopted to

breaks data into small packets. It is just then sent each packet separately. This not

only saves bandwidth compared with other devices, but also increases the amount of

data sent as well as the speed of data transmission.

EVDO has amazingly 2.4 megabits per second data rate. This much faster than

regular DSL or broadband connections that are currently available. Qualcomm

22
demonstrated this efficiency of EVDO's in one of a video conference, which was

performed through a car at 60 miles per hour (96 km/hour). Moreover, in second

demonstration was with a phone call from a bullet train moving at 150 miles per hour

(240 km/hour).

Across the world, many countries are now using 3G network services, however, in

India; it is yet to open for public network. At present EVDO, is now made available

by BSNL (Bharat Sanchar Nigam Limited). Being a public sector company i.e.

introducing EVDO to public will not only make easier to sent data across at faster

speed but it will also provide high end data transmitting services for mobiles also. At

present, BSNL has planned to avail EVDO services in limited cities, but soon most f

major cities will have access to EVDO.

23
3G SIM

3G services
3G is the third generation of tale standards and technology for mobile networking,

superseding 2.5G. It is based on the International Telecommunication Union (ITU)

family of standards under the IMT-2000.

3G networks enable network operators to offer users a wider range of more advanced

services while achieving greater network capacity through improved spectral

efficiency. Services include wide-area wireless voice telephony, video calls, and

broadband wireless data, all in a mobile environment. Additional features also

include HSPA data transmission capabilities able to deliver speeds up to 14.4 M bit/s

on the downlink and 5.8 M bit/s on the uplink.

Unlike IEEE 802.11 networks, which are commonly called Wi-Fi or WLAN

networks, 3G networks are wide-area cellular telephone networks that evolved to

incorporate high-speed Internet access and video telephony. IEEE 802.11 networks

are short range, high-bandwidth networks primarily developed for data.

Implementation and history

24
The first pre-commercial 3G network was launched by NTT Do Como in Japan

branded FOMA, in May 2001 on a pre-release of W-CDMA technology. The first

commercial launch of 3G was also by NTT Do Como in Japan on October 1, 2001.

The second network to go commercially live was by SK Telecom in South Korea on

the 1xEV-DO technology in January 2002. By May 2002 the second South Korean

3G network was by KTF on EV-DO and thus the Koreans were the first to see

competition among 3G operators.

The first European pre-commercial network was at the Isle of Man by Manx

Telecom, the operator then owned by British Telecom, and the first commercial

network in Europe was opened for business by Teleport in December 2001 with no

commercial handsets and thus no paying customers. These were both on the W-

CDMA technology.

The first commercial United States 3G network was by Monet Mobile Networks, on

CDMA2000 1x EV-DO technology, but this network provider later shut down

operations. The second 3G network operator in the USA was Verizon Wireless in

October 2003 also on CDMA2000 1x EV-DO and this network has grown strongly

since then.

The first pre-commercial demonstration network in the southern hemisphere was

built in Adelaide, South Australia by m.Net Corporation in February 2002 using

UMTS on 2100 MHz This was a demonstration network for the 2002 IT World

Congress. The first commercial 3G network was launched by Hutchison

Telecommunications branded as Three in April 2003.

In December 2007, 190 3G networks were operating in 40 countries and 154 HSDPA

25
networks were operating in 71 countries, according to the Global Mobile Suppliers

Association (GSA). In Asia, Europe, Canada and the USA, telecommunication

companies use W-CDMA technology with the support of around 100 terminal

designs to operate 3G mobile networks.

In Europe, mass market commercial 3G services were introduced starting in March

2003 by 3 (Part of Hutchison Whampoa) in the UK and Italy. The European Union

Council suggested that the 3G operators should cover 80% of the European national

populations by the end of 2005.Roll-out of 3G networks was delayed in some

countries by the enormous costs of additional spectrum licensing fees. (See Telecoms

crash.) In many countries, 3G networks do not use the same radio frequencies as 2G,

so mobile operators must build entirely new networks and license entirely new

frequencies; an exception is the United States where carriers operate 3G service in

the same frequencies as other services. The license fees in some European countries

were particularly high, bolstered by government auctions of a limited number of

licenses and sealed bid auctions, and initial excitement over 3G's potential. Other

delays were due to the expenses of upgrading equipment for the new systems.By

June 2007 the 200 millionth 3G subscriber had been connected. Out of 3 billion

mobile phone subscriptions worldwide this is only 6.7%. In the countries where 3G

was launched first - Japan and South Korea - 3G penetration is over 70%. In Europe

the leading country is Italy with a third of its subscribers migrated to 3G. Other

leading countries by 3G migrations include UK, Austria, Australia and Singapore at

the 20% migration level. A confusing statistic is counting CDMA 2000 1x RTT

customers as if they were 3G customers. If using this oft-disputed[by whom?]

26
definition, then the total 3G subscriber base would be 475 million at June 2007 and

15.8% of all subscribers worldwide.Still several major countries such as Indonesia

have not awarded 3G licenses and customers await 3G services. China delayed its

decisions on 3G for many years. China announced in May 2008, that the telecoms

sector was re-organized and three 3G networks would be allocated so that the largest

mobile operator, China Mobile, would retain its GSM customer base. China Unicom

would retain its GSM customer base but relinquish its CDMA2000 customer base,

and launch 3G on the globally leading WCDMA (UMTS) standard. The CDMA2000

customers of China Unicom would go to China Telecom, which would then launch

3G on the CDMA 1x EV-DO standard. This meant that China would have all three

main cellular technology 3G standards in commercial use. Finally in January 2009,

Ministry of industry and Information Technology of China have awarded licenses of

all three standards, TD-SCDMA to China Mobile, WCDMA to China Unicom and

CDMA2000 to China Telecom.3G has also been declined in Europe since

organizations do not want to pay the high license fee and people do not want to pay

more than what they need.In November 2008, Turkey has auctioned four IMT

2000/UMTS standard 3G licenses with 45, 40, 35 and 25 MHz top frequencies. Turk

cell has won the 45MHz band with its €358 million offer followed by Vodafone and

Aveda leasing the 40 and 35MHz frequencies respectively for 20 years. The 25MHz

top frequency license remains to be auctioned.The first African use of 3G technology

was a 3G video call made in Johannesburg on the Vodacom network in November

2004. The first commercial launch of 3G in Africa was by EMTEL in Mauritius on

the W-CDMA standard.

27
 3G prepaid general 120 plan and promotional 3G

1.1 plan:

Particulars 3G prepaid general 120

Sl. No. Plan

First Recharge Coupon in Rs. (Incl. of

1 S.Tax) 120.00

2 Validity of FRC in days 180

3 Free Usage with FRC in Rs.# 20

i. Free Voice call minutes NA

ii. Free Local/National Video calls (On net) in

Min NA

iii. Free SMS in Nos. NA

iv. Free Data usage in MB ** NA

4 Pulse (Sec) 60

5 Call Charges in Rs./Min

A Voice Call

i. Local- On-net 0.50

ii. Local- Off-net 0.70

iii. Reduced call charges to any two BSNL 0.20

28
 numbers

iv. STD – On-net 0.50

v. STD – Off-net 0.70

Reduced call charges to any one BSNL

vi. number 0.30

Video Call ( Promotional offer for 90 days

B i.e. 1st June 2010 )

i. Local – Video calls 0.70 0.30

ii. STD – Video calls 1.00 0.30

6 P2P SMS (Rs./SMS)

i. Local 0.30

ii. National 0.50

iii. International 3.00

Data Rate (Rs/10KB) except APN

7 'bsnlstream' 0.01

8 Data Rate (Rs/10KB) for APN 'bsnlstream' 0.0025

9 National Roaming

i. Voice - Local Outgoing (Rs/Min) 0.70

ii. Voice – STD Outgoing (Rs/Min) 0.70

iii. Voice Call – Incoming (Rs/Min) 0.50

iv. Video Call - Local Outgoing (Rs/Min) 1.00

v. Video Call - STD Outgoing (Rs/Min) 1.00

29
vi. Video call – Incoming (Rs/Min) 0.70

vii. Local/National SMS- (Rs./SMS) 0.50

viii. International SMS 3.00

ix. Data Charges (Rs. /10KB) 0.01

As per content providers

10 Value Added Services tariff

11 For extension of validity 3G RCVs

As per 2G prepaid General

12 All other charges, terms and conditions plan

The following freebies are to be offered on activation of 3G prepaid SIM through

FRC.

MRP in S. Tax @ Card Value Validity Usage Processing Fee

Rs. 10.30% in in Rs. in days Value in (Bonus UV) in

Rs. Rs. Rs.

55 5.14 49.86 15 35 14.86

110 10.27 99.73 30 75 24.73

220 20.54 199.46 60 160 39.46

330 30.82 299.18 90 250 49.18

550 51.36 498.64 180 400 98.64

1100 102.72 997.28 365 1000 -2.72

30
Wireless-Fidelity (Wi-Fi)

Wi-Fi Services have been introduced for providing high speed internet access at

convenient public locations hereunder called as Hot Spots. Installation of Hot Spots is

already under process at various cities/ locations.

BSNL Managed Network Services

BSNL Managed Network Services is an All-in-One comprehensive bundle of

hardware, connectivity packages and managed services. It is a solution that simply,

affordably and reliably supports your business. BSNL Managed Network Services is a

fully managed Secured Data services, providing a truly one-stop and a complete

experience that significantly reduces risks and complexities involved in implementing

and maintaining a robust IP network. It brings together all of a business'

communications needs in an integrated offering. With the promise of an integrated

platform with one-stop convenience and fully managed experience.

31
Service Package:

BSNL Managed Network Services is beyond technical integration of the best-in-breed

network and hardware setup. It offers truly executable technical and business

propositions for your business today:

 No CAPEX

 No risk of technical obsolescence

 Scalable according to changing business needs

 One helpdesk number to call for troubleshooting and fault resolution.

 Integrated customer report (Web Based) giving you a complete view of your

network.

To ensure one stop solution for all connectivity needs, better manageability and

accountability, BSNL offers Managed Network Services which includes

Enterprise Broadband, Internet and MPLS VPN connectivity as completely

managed offering. With an integrated service option, you would enjoy benefit of

an SLA backed network services with convenience of being supported by single

helpdesk number for your network connectivity, hardware related issues. Other

benefit includes

32
ISDN

ISDN Has emerged as a powerful tool worldwide for provisioning of different

services like voice, data and image transmission over the telephone line through

the telephone network. ISDN is being viewed as the logical extension of the

digitalization of telecommunication network and most developed countries are

in different stages of implementing ISDN.

An ISDN subscriber can establish two simultaneous independent calls (except

when the terminal equipment is such that it occupies two 'B' channels for one

call itself like in video conferencing etc.) on existing pair of wires of the

telephone line (Basic rate ISDN) where as only one call is possible at present on

the analog line /telephone connection. The two simultaneous calls in ISDN can

be of any type like speech, data, image etc. The call setup time for a call

between two ISDN subscribers is very short, of the order of 1 to 2 seconds.

ISDN also supports a whole new set of additional facilities, called

Supplementary Services.

 Connectivity

The ISDN subscriber will have full connectivity, nationally, to other analog

telephone subscribers. At present ISDN services are available to and from India

33
for the following countries:

o Australia

o Austria Belgium

o Canada

o Denmark

o France

o Germany

o Ireland

o Italy

o Israel

o Japan

o Malaysia

o Netherland

o Norway

o Philippines’

o Singapore

o Switzerland

o Thailand

o U.A.E

o United Kingdom

o U.S.A

34
  Services Offered By ISDN

Normal Telephone & Fax (G3)

Digital Telephone -with a facility to identify the calling subscriber number and

other facilities.

G4 Fax

Data Transmission at 64 Kbps with ISDN controller card

Video Conferencing at 128 Kbps

Video Conferencing at 384 Kbps (Possible with 3 ISDN lines)

ATM

 Variety of supplementary Services supported by ISDN.

o Calling Line Identification Presentation(CLIP)

o Calling Line Identification Restriction(CLIR)

o Multiple Subscriber Number(MSN)

o Terminal Portability(TP)

o Call Hold(CH)

o Call Waiting(CW)

o User to User Signaling (UUSI)

35
Leased line:

Transmit data between computer and electronic information devices, BSNL provide

data communication services to its subscribers. It offers a choice of high, medium and

low speed leased data circuits as well as dial-up lines. Bandwidth is available on

demand in most of the cities. Managed leased Line Network (MLLN) offers

flexibility of providing circuits with speeds of n x 64 Kbps up to 2 Mbps. Useful for

internet leased lines and international principle Leased Lines (IPLCs).

For dedicated point to point speech, private wire, tele-printer and data circuits are

given on lease basis. Leased circuits are provided to subscribers for internal

communication between their offices/factories at various sites within a city/town or

different cities/town on point to point basis, or on a network basis interconnecting the

various sites.

Managed Leased Line Service (MLLN): The MLLN is a Managed Leased Line

Network system which is proposed to provide Leased line connectivity. The State-of-

the-art technology equipment MLLN is designed mainly for having effective control,

monitor on the leased line so that the down time is very much minimized. Details>>

36
  Services

Hot Line or Private Wire - Speech Circuits- Local or Long distance circuits within

two locations in a city or between two different cities provided for the same applicant.

The Terminating equipment at both ends is telephone without dialing facility. Both

way signaling and speech is possible.

Data Circuits - Local or Long distance data circuits at different speeds viz. Nx64

kbps and 2 mbps. Data Circuits are of different types:

Point to Point Data Circuits - Local and Long Distance

Private Data Network - More than one Local or Long Distance leased circuits

converging on a location such that data from one leased circuit can be transferred

automatically to another leased circuit for the same subscriber.

Closed User Group - Leased circuits can be used by more than one legal entity if

they form closed user group. The following categories of user groups constitute closed

user groups for the purpose of licensing Private Telecom Networks.

o Travel agents issuing tickets on the member airlines, whose network they

use including the network of a group of member airlines.

o Computerized Reservations System (CRS) service providers owned by

airlines.

o Shared networks of banks for use of Automatic Teller Machines (ATMs),

Electronic Points of Sale (EPOS)/credit authorization terminals.

37
o Financial institutions registered primarily to deal in securities and their

agents/dealers.

o Financial institutions registered as Mutual funds and their agents.

o Financial institutions which are registered as depositories and their

agents/dealers.

o Other non-banking financial institutions.

o Producer of goods and his whole -sale traders /agents.

o Provider of service (not being a telecommunication service) and his whole-

sale traders/agents.

o Producers of same categories of goods.

o Providers of the same category of service.

o Holding company and its subsidiaries.

o Interconnected undertakings.

38
Intelligent Network:

Recognizing the rising expectations and requirements of the customers, BSNL

endeavors to harness the rewards of telecom revolution. Towards this, we have

redefined the term 'telecom service' by introducing value added services in the form of

intelligent network.

This technology makes possible, time and cost effective services, optimized solutions,

meeting the exact needs of the customers, in additional business for you.

How it works?

Intelligent Network provides a framework to create various services in a centralized

place independent of the switch. In IN, calls generated by a subscribers are routed

(Circuit Switched) to the nearest Service Switching Points, which in turn , consults,

the Service Control Points (SCP) on high speed CCS 7 links to get the necessary

information for further routing of the call. IN Services can be used by subscriber

connected to any type of exchange using existing telephones.

Services Offered

Free-phone Service - Call charges paid by the called person. Ideal for service and

Tourism industry.

Premium Rate Service - A great tool for professionals to sell priced

information/consultation on phone.

Indian Telephone Card - A pre-paid facility for making local, STD or ISD calls from

39
any telephone.

Virtual Private Network - Normal telephones programmed to work as cheaper and

flexible - nationwide - private network.

Voice Virtual Private Network - The Voice VPN service enables the subscribers to

establish a private network using public network resources.

Universal Number - A unique number nationwide.

Universal Personal Number - A unique personal number nationwide.

Tele voting - for conducting opinion polls and surveys using BSNL network.

Account calling Card - For those who want to have a permanent account with BSNL

can make use of this service. This is similar to India Telephone Card.

FREE PHONE (FPH) SERVICE This service is an ideal business promotion tool

for business communities who want their customers to call them free cost. Totally

customer oriented organizations can provide information about their products, allow

customers to place orders or even register their complaints/suggestions and offer

assistance to customers without the user getting charges.

 Any user in the telephone network can call the FPH number free of charge.

 All the charges are levied on the service number (one who subscribes for the

service and receives the calls).

 For the calling user the calls are free of charge.

40
  The service subscriber is allotted a FPH Service number (five digits). For same

FPH service number, the subscriber can have many destination numbers.

 Any subscriber who is willing to become a free phone subscriber outside the

cities where the IN Switches are installed, the call charges will be as per the

national STD tariff.

 The charges indicated here are FPH service charges and they do not include the

normal charges levied for basic telephones.

PREMIUM RATE (PRM) SERVICE

A subscriber to this service can receive or make calls using his Universal Personal

Number from any BSNL phone. The subscriber will be given some management

codes and password. Using that he can convert/reconvert any BSNL phone into his

Universal Personal Number. All the calls made by subscriber using his UPN will be

billed at his UPN by the IN platform. The subscriber will be able to get all his calls

incoming on the UPN number anywhere in India. The present PRM service is

accessible only through ITC.

India Telephone Card

(ITC) Service

100, 200,1000,2000,5000

41
India Telephone cards are available on sale at all the Customers Service Centers of

BSNL and through its franchises appointed in different cities. ITC card purchased in

one city can be used in any other city where this service is available.

This is an access code based service, all IT Cards calls are preceded by the code

1802xyz as shown in the IT Card. This enables you to dial the IT Card number after

dialing the access code. On dialing, you are informed of the balance amount against

your IT Card, after which you can dial the destination number.

Video Conferencing Services

It involves Video and Audio communication. It's about connecting people. A video

conference subscriber can add two or more video participants in a particular

conference. The customers can schedule their video conferences through the Web.

The video conferencing service can be availed by any user through IP or ISDN

interface. The service is available to existing BSNL subscribers only. The Video end-

point required for conferencing should be ITU - H.323/H.320 compliant. Any

conference scheduled can have both Dial-in and Dial-out participants on either IP or

ISDN. The customer will have to procure the video end-point from the market.

Personal computer user can download the software called "PVX" from BSNL's Video

Conferencing Portal to avail the Video Conferencing facility with their web-cam. This

software will be made available shortly at BSNL's Video Conferencing Portal.

42
Audio confrencing services:

An audio conference subscriber can add two or more participants in a particular

conference. The customers can schedule their audio conferences through the Web or

through IVR. The service is available to existing BSNL subscribers only. Any

conference scheduled can have both Dial-in and Dial-out participants. Conference can

be scheduled one time or standing. A standing conference is always on. The

authorized participants have just to dial in a particular telephone number followed by

a password to enter into a conference.

I-net services

Change your way of doing business by networking your computers, data terminals,

hosts and LANs in different offices and manufacturing units both within the country

and outside, through I net - an X.25 based packet switched Public Data Network of

BSNL. It provides extremely cost effective and reliable solution to your High Speed

Wide Area Networking needs.

I-net gives following applications :

a. Electronic Mail Services

b. Corporate Communications

c. Information Retrieval

d. Database Services

43
 e. Remote Job Applications

f. Credit Card Verifications

g. Travel Reservations

h. INTERNET connectivity

Services on I-net
Fast Select To send even one packet of data, a Data Terminal must exchange at least

3 packets to establish and later release the logical connection. This overhead is

avoided by Fast Select facility, whereby the Terminal may send up to 128 octets of

data in the CALL REQUEST/INCOMING CALL packet. This is useful in

applications like Credit Card Verification Systems leading to enormous savings in the

communications cost.

Charging Information Indication

In applications like the Public Call Office (PCO), information about the Data

transacted and the duration of the call are required to bill the call. Charging

Information Indication displays this information at the end of each call. Even if this

facility is not subscribed for, charging information may still be obtained on a per-call

by indicating the requirement in the facility field.

Connections Types: - There are basically two types of connections:-

Dialup Connection: The Dialup connection is recommended for persons requiring

not-so-frequent use of I net and who doesn't require receiving Incoming calls. A NUA

44
and an NUI is allotted to the dialup user.

Leased Connection: A Leased connection allows a subscriber instant I net access. It

is suitable for High data transfer requirements. Server applications can be easily built

on it. In the Leased connection, an X28 connection allows only one Data Transfer at a

time, while an X25 connection allows multiple persons to communicate at the same

time. X28 is suitable for Mediocre Data Transfer applications, while X25 is suitable

for High Data Transfer or Multiple access applications. For example a Company may

decide to take X28 Dialups for its District Offices, X28 Leased for its Regional

Offices and X25 for its Head Quarter

Permanent Virtual Circuits The Permanent Virtual Circuit initiates a permanent link

between two subscribers of the Network. The Permanent Virtual Circuit replaces an

end-to-end Leased line without the need for call set-up procedure. Very useful for

Corporate Houses wishing to link two or more major offices.

It is like a HOTLINE linking the offices across the country.

Reverse Charging In Reverse Charged calls, the call is billed on the CALLED

subscriber. This enables Information Bureaus, Computing Bureaus etc. to exclude

communication costs as a part of their services to the customers. I.e. the customer is

able to access the service without having to pay for it.

It is akin to a TOLL FREE number for the CALLING subscriber.

45
TELEX or Telegraph

The Telegraph services were opened to public during February 1855. To implement

modern technology in the telegraph network a National Message Switching Network

Plan was prepared in 1986.

The growth of Telegraph services has been affected owing to the impact of other non-

voice services and improvement in density of telephones, nevertheless the service has

social relevance and historical importance.

Network

All the cities(300) and towns (4689) as per 1991 census and a large number of villages

have access to Public Telegraph Services through Telegraph Offices.

Services

Telegraph services are being provided through Telegraph offices, Telecom Centers

and Bureau FAX centers. A number of new types of telegraph services such as Store

& forward message switching system, electronic key-board concentrator, electronic

teleprompters and formatted terminals have been introduced.

Express Money Transfer Service

which aims at delivering money within few hours after rendering at the counter of a

telegraph office was introduced in A.P. Telecom Circle on experimental basis. This

service is being made available at many of the stations in Tamilnadu, Kerala,

Karnataka, Maharashtra and metro cities of Delhi & Calcutta.

46
EPABX services

FREE VOICE AND DATA EPABX Staying ahead of the aspirations of its Valued

Customers to provide latest and varied value added services, BSNL has brought out a

scheme to provide bundled telecommunication services through the provision of

Voice & Data EPABX systems at customer location connected to the telecom

backbone on BSNL’s nationwide telecom network.

The scheme provides for free deployment of state of the art EPABX systems capable

of providing both voice and data connectivity at the customer premises wherein the

supply, installation, operation and maintenance of the entire system would be done by

BSNL through its appointed and empanelled vendor(s). The voice and data

connectivity to the said systems shall be provided by BSNL at the applicable rates.

BSNL has tied up with various Telecom Solution Providers to provide end-to-end

solution to its valued customers.

To its valued customers.

SCHEME

•Intra & Inter Office Voice Connectivity

•Data Connectivity & Internet Access through dialup & xDSL

• Value Added Services (VAS) – Voice mail and optional services such as Predictive

Dialers, Automatic Call Distribution, Information Pop-Up Screens, VoIP, Voice Mail,

Inter Office Video-Conferencing etc

system specifications shall be optimized to provide Services desired by the customer.

47
1.5 Business Processes

1. Be leading telecom service provider in India with global presence.

2. Create a customer focused organization with excellence in sales, marketing and

customers care

3. Leverage technology to provide affordable and innovative products and services

across customer segments.

4. Provide a conducive work environment.

It is true for organizations that the strongest form of vision or motivation is based on

“What Legacy we want to leave.” And to achieve it, it must take a principled centered

path. History is full of examples that many organizations have vanished grown and

vanished overnight as their path to achieve vision was not based on principled way.

Vision of the organization can only be translated into reality, if it is shared by one and

all. The best way to implement is to involve them in formulation. But even if it is

conceived by higher management then it has to be explained to each and every

individual of the organization, otherwise it may remain as a showpiece.

Marketing vision of the BSNL has to be based on overall mission and vision of the

organization. The mission of BSNL is to provide world class State-of-art technology

telecom services on demand at affordable price and to provide world class telecom

infrastructure to develop country's economy.

48
And the vision of BSNL is to become the largest telecom Service Provider in

Southeast Asia.

In dynamic environment anything permanent is “CHANGE”. So we must revise and

review so that focus is never lost.

BSNL’s objective of any marketing activity is to satisfy the customer’s need and want,

for which customers are offered something beyond their expectations from the service

or the product. The objective being to acquire and retain the customers, who should

continually feel that they are getting more value of the money, they are departing with.

Marketing is optimization of long-term mutually valuable relationships between

consumers and organization. Successful Marketing focuses on understanding the

needs and desires of the customers and is achieved by placing these needs at the heart

of business by integrating them with the organization strategy, people, technology and

business processes. At its most basic, Marketing involves customers, organizations

and relationships and the combination creates the need for the management.

Marketing is about creating a competitive advantage by being the best at

understanding, communicating, and delivering and developing existing customer

relationships in addition to creating and keeping new customers. The concept of the

product life cycle is giving way to customer life cycle, focusing on developing

products that anticipate the future needs of existing customers and creating services

that extend the existing customer relationship beyond the mere transaction. The

customer life cycle will focus on lengthening the life span of the customer with the

organization rather than the endurance of a particular product. Customers have

49
changing needs as their life styles alter- the development and provision of products

and/or services that continuously seek to satisfy those needs is good Marketing. The

Marketing will focus greater attention on how to deliver customer satisfaction and

organization will begin to structure itself around customer segments and not product

lines. A good Marketing Strategy will take the business vision and apply it to the

customer base. Once marketing is understood, we can define marketing management

as analyzing marketing opportunities, researching and selecting target markets,

designing marketing strategies, planning marketing programs, and organizing,

implementing, and controlling the marketing efforts.

Marketing Process:
Marketing process is broad term and includes all the marketing activities done by

marketing manager to gain all benefits from the market.

Some important marketing processes carried on by marketing manager in bsnl.

o Knowing about product, services or ideas customers want.

o Developing a product with the appropriate features and quality.

o Setting the pricing of the product correctly.

o Product promotion, spreading the word about why customers should buy the

product of your company.

o Selling and delivering the product to the end user. Selling is the act of

persuading or influencing a customer to buy (actually exchange something of

value for) a product or service.

50
Corporate Social Responsibility:

BSNL was the most trusted telecom brand in year 2003-04. We have been given

Golden Peacock award for Best Corporate Social responsibility. Achievements need

to be highlighted through public relation exercise like press meet. This will help us in

building our marketing image. India Telephone Cards are in shortage when there is no

capacity constraint? it imply that our planning for printing, inventory management,

logistics, and supply chain and of course franchisee management is inefficient? Do we

have targets for these just like DELs & Cell One? Why can’t we leverage this huge

network for better customer care and improve collection efficiency? We must realize

that with waiver of security deposits, no OYT schemes, no advance rentals,

adjustment of landline security for CellOne, we don’t get fixed deposits to meet our

funds requirements. Everything has to be met from Operating revenues. We need to

improve collections, realize bills early, not on the last day of payment and reduce bad

debts

Growth in mobile is high but what about churn? Can’t we analyze & reduce it?

Acquisition cost is usually said to be 5-8 times the retention cost.

It is high time we learn fast, groom ourselves, improve our mindset and act fast.

Business perspective is equally important as excellence in Telecom operations,

maintenance, and installations & planning. Our core competence should be telecom

business acumen and not just traditional expertise developed over the years.

51
 Government involvement in BSNL

• The Govt. of India currently holds 56.25% stake in the company. Coverage Almost

whole of the nation. The company has also received the “Navratna” status.

How the demand of BSNL is increasing in the market

Some of the factors that contribute towards making higher demand of BSNL in the

market are given bellow:-

• Company providing vital infrastructure.

• Sustained growth.

• Increasing demand in a fast developing economy.

• Cost reduction due to induction of new technologies and computerization.

• Exciting developments in new services every day.

Awards of excellence

• BSNL adds one more feather to its cap. Centre for Excellence in Telecom

Technology & Management (CETTM) has been awarded with the ISO 9001: 2000

Certification for providing training in the field of Telecom Technology &

Management.

• BSNL's Centre for Excellence in Telecom Technology and Management received

ISO 9001-2000 certification on 4th July, 2005. This quality certification is the first

step in developing CETTM as world class training

Centre."

• BSNL with a market share of about 13% of the National Telecom Network has a

customer base of about 4.98 million lines at the end of 2002- 0

52
1.6 SWOT Analysis:

Strengths:
1. Established organization with government support.

2. Better coverage of network.

3. So that they can give more stress on advertisement by their different place

exchange representatives.

4. Very much transparent in billing for the satisfaction of all

the subscribers. No hidden system of billing.

5. BSNL maintains solid partnerships with its customers.

6. It has a competitive pricing policy.

Weaknesses:

1. Do not provide smooth service.

2. Frequent network problem.

3. Trade union problem.

4. BASIC TRANS RECIEVER SYSTEM disturbances.

5. Reduce in sales and lack of advertisement.

6. Lack of attraction in terms of customer likings offers. Etc

53
Opportunities:
1. They have the license to provide 3G services which no other player having.

2. Government support in terms of policy formulation and safeguarding the

companies’ interest

Threats
1. Increasing number of privet telecom sector players

2. Private players have better systems and processes to the customers

54
1.7 .Marketing strategies of BSNL

Our visions begin with our desires.

- Audrey Lords

We all have some visions of ourselves and our future, and that vision creates

consequences. More than any other factor, vision affects the choices we make and the

way we spend our time.

Visions drive consequences.

Principles drive results.

Key is to base vision on principles.

- Stephen R Covey.

It is true for individuals as well as organizations. The strongest form of vision /

motivation is to base vision on “What Legacy we want to leave.” And to achieve it

we must take a principled centered path. History is full of examples that many

organizations have vanished grown and vanished overnight as their path to achieve

vision was not based on principled way.

Vision of the organization can only be translated into reality, if it is shared by one and

all. The best way to implement is to involve them in formulation. But even if it is

conceived by higher management then it has to be explained to each and every

individual of the organization, otherwise it may remain as a showpiece.

55
Marketing vision of the BSNL has to be based on overall mission and vision of the

organization. The mission of BSNL is

i. To provide world class State-of-art technology telecom services on demand at

affordable price.

ii. To provide world class telecom infrastructure to develop country's economy.

And the vision of BSNL is

i. To become the largest telecom Service Provider in Southeast Asia.

In dynamic environment anything permanent is “CHANGE”. So we must revise and

review so that focus is never lost.

Strong lives are motivated by dynamic purposes. - Kenneth Hildebrand.

56
Marketing Objective.

The ultimate objective of any marketing activity is to satisfy the customers and today

even a step ahead i.e. ‘delighting’ the customers, for which customers are offered

something beyond their expectations from the service or the product. The objective

being to acquire and retain the customers, who should continually feel that they are

getting more value of the money, they are departing with.

Marketing is the establishment, development, maintenance and optimization of long-

term mutually valuable relationships between consumers and organization. Successful

Marketing focuses on understanding the needs and desires of the customers and is

achieved by placing these needs at the heart of business by integrating them with the

organization strategy, people, technology and business processes. At its most basic,

Marketing involves customers, organizations and relationships and the combination

creates the need for the management.

Marketing is about creating a competitive advantage by being the best at

understanding, communicating, and delivering and developing existing customer

relationships in addition to creating and keeping new customers. The concept of the

product life cycle is giving way to customer life cycle, focusing on developing

products that anticipate the future needs of existing customers and creating services

that extend the existing customer relationship beyond the mere transaction. The

customer life cycle will focus on lengthening the life span of the customer with the

57
organization rather than the endurance of a particular product. Customers have

changing needs as their life styles alter- the development and provision of products

and/or services that continuously seek to satisfy those needs is good Marketing. The

Marketing will focus greater attention on how to deliver customer satisfaction and

organization will begin to structure itself around customer segments and not product

lines. A good Marketing Strategy will take the business vision and apply it to the

customer base.

According to the Dictionary of Marketing Terms, 2nd edition, published by the

American Marketing Association, c1995,

“Marketing is the process of planning and executing the conception, pricing,

promotion, and distribution of ideas, goods, and services to create exchanges that

satisfy individual and organizational objectives.”

Once marketing is understood, we can define marketing management process as

analyzing marketing opportunities, researching and selecting target markets, designing

marketing strategies, planning marketing programs, and organizing, implementing,

and controlling the marketing efforts.

In simple words it implies a buyer, a seller, bonded by the mutual need, satisfying

offer and a medium/process to exchange the offer.

58
PART-2

59
2.1 Research problem

As we know that research always start with a problem. Once the problems are defined

properly then one can easily chalk out the objectives for the research.

There are some problems faced by me are given below:

 As we know that today customer are more dynamic, their needs and preference

are changing very fast.

 Basically cellular company depends on customer satisfaction, company wanted

to know how its customers perceived the telecom services so that proper

rectification processes could be planned and implemented.

 There are difficulty faced by me to interact with consumer which does not want

to interact with me and some of them do not want to listen anything.

60
2.2 PROJECT TOPIC:

My project title is “Study to determine the level of consumer satisfaction with

services of BSNL.

Reasons for studying consumer satisfaction level

The field of consumer behavior holds great interest for us as consumers, and as

marketers, and as students of human satisfaction

Importance of consumers: As consumers, we benefit from insights into our own

consumption –related decisions: what we buy, why we buy, and the promotional

influences that persuade us to buy .the study of consumer behavior enables us to

become better, that is, wiser, consumers

Importance for marketers: As marketers and future marketers, it is important for us

to recognize why and how individual make their consumption decisions, so that we

can make better strategic marketing decisions. If marketers understand consumer

behavior, they are able to predict how consumers are likely to react to various

informational and environmental cues,

61
2.3 Research objectives & Scope

Objectives:
The subject matter for this research Project is to assess the satisfaction level regarding

the services offered by BSNL in BAREILLY. This project consists of different

objectives. They are as follows:

· To know whether the customer are satisfied with services of BSNL or not

. To know which all services and service provides are being used by customers.

2.4 Scope of this study:

 The know whether the customer is satisfied or dissatisfied with BSNL services

 This will ultimately lead to customer satisfaction.

 To purpose various recommendations based in analyzed data related to

increasing the customers’ satisfaction.

62
2.5 Research methodology
The purpose of research is to discover answers to question through the application of

scientific procedures. The main aim of research is to find out the truth which is hidden

and which has not been discovered. The research methodology, not only the research

methods are but also consider the logic behind the methods. They are in the contest of

our research studied. And explain why we are using a particular method or techniques

and we are not using other. They are in the contest of our research studied. And

explain why we are using a particular method or techniques and we are not using

others.

Research design
Descriptive research design:

Descriptive research is also called Statistical Research. The main goal of this type of

research is to describe the data and characteristics about what is being studied...

Nature of data:

In this study primary data collected from survey method through the questionnaire

Collection of data:

The data were collected from the respondents through the distribution of

questionnaire.

63
Method of data collection: - Questionnaire is one of the most important tools

of knowing the customer view. Questionnaire helped me to know about the consumer

behavior about BSNL services in BAREILLY CITY

Area of the study- BAREILLY city

Sample size - The sample size is 100 respondents from various age groups and

professions

Sampling method- Convenience sampling

QUESTIONNAIRE:

The following four questions need to be answered in designing an effective

Set of questions or a questionnaire:

1) Will the respondent have the information/knowledge needed to answer the

questions?

2) Will the respondent understand the questions?

3) Will the respondent likely to give a true answer?

64
2.6 Data Analysis & Interpretation

QUESTION-1): Which telecom connection do you use?

Description: This question had been design to know what percentage of respondent

were using BSNL connection and what percentage of respondent were using others

connections.

Table no: 1

Table showing type of telecom connections use by user

Options Responses Percentage

BSNL 70 70%

Others 30 30%

Total 100 100%

65
Figure: 1

Figure showing type of telecom connections use by user

80
70%
70

60

50

40
30%
30

20

10

0
BSNL OTHERS

Interpretation

I surveyed 100 respondents out of which 70% (70 respondents) were using the

cell phone or landline services and 30% (30 respondents) were using any other

service.

66
QUESTION-2): For clear sound and better coverage which telecom companies

do you think best?

Description: This question had been design to know perception of respondent that

which company is providing best services and terms of clear sound and better

coverage.

Table no: 2

Table showing the responses of user that they use which telecom connections for

better coverage

Options Responses Percentage

BSNL 28 40%

Reliance 14 20%

Airtel 14 20%

Vodafone 7 10%

Tata 7 10%

Total 70 100%

67
Figure: 2

Figure showing the responses of user that they use which telecom connections for

better coverage

45%

40% 40%

35%

30%

25%
20% 20%
20%

15%
10% 10%
10%

5%

0%
BSNL RELIANCE AIRTEL VODAFONE TATA

Interpretation

70 respondents were using the services of BSNL but among them 40% (28

respondents) think that BSNL is providing best services, 20% (14 respondents) think

that reliance is providing better services, 20 %(14 respondents) think that Airtel is

providing best services, 10% (7 respondents) think Vodafone is providing best

services, 10% (7 respondents) think that Tata and is providing best services.

68
QUESTION-3) How much are you satisfied with the services provided by BSNL?

Description- I had used this question to check satisfaction level of the respondents

that how much respondents were satisfied and how much percentage of respondents

were on satisfied with services provided by BSNL.

Table no: 3

Table showing the response of satisfaction level after using the BSNL services

Options Responses Percentage

Satisfied 42 60%

Dissatisfied 28 40%

Total 70 100%

Figure: 3

Figure showing the response of satisfaction level after using the BSNL services

70%
60%
60%

50%
40%
40%

30%

20%

10%

0%
SATISFIED DISSATISFIED

69
Interpretation: Out of 70 respondents, 60% were satisfied (42 respondents), 40%

were dissatisfied (28 respondents)

QUESTION-4): DO YOU HAVE 3G CONNECTIONS?

Description: This question had been designed to know how much % of respondents

were using BSNL’s 3G connection.

Table: 4

Table showing the number of respondent who have 3G connections.

Options Responses Percentage

yes 7 10%

No 63 90%

Total 70 100%

Figure: 4

Figure showing the number of respondent who have 3G connections.

100%
90%
90%
80%
70%
60%
50%
40%
30%
20%
10%
10%
0%
YES NO

70
Interpretation: When I surveyed out of 70 respondents 7 were having 3G

Connections (10%) and 63 were not having the 3G Connections (90%).

QUESTION-5) How much are you satisfied with the 3G connections?

Description: This question had been designed to know that how much respondents

were satisfied with BSNL’ 3G connections among whom availing 3G services.

Table no: 5

Table showing the respondents satisfied with 3G connections

Options Responses Percentage

Satisfied 5 71.4%

Unsatisfied 2 28.6%

Total 7 100%

71
Figure: 5

Figure showing the respondents satisfied with 3G connections

80.0%
71.4%
70.0%

60.0%

50.0%

40.0%

28.6%
30.0%

20.0%

10.0%

0.0%
SATISFIED UNSATISFIED

Interpretation

Out of the 7 respondents 71.4% (5 respondents) were satisfied, 28.6% (2 respondents)

were dissatisfied.

QUESTION-6): Are you using internet connection?

Description- I made this question to know how much respondents have internet

connection and how much respondents have not any internet connection.

72
Table no: 6

Table showing the number of respondents who are using the internet connection

Options Responses Percentage

Yes 60 60%

No 40 40%

Total 100 100%

Figure: 6

Figure showing the number of respondents who are using the internet

connection.

70%
60%
60%

50%
40%
40%

30%

20%

10%

0%
yes no

Interpretation- Out of 100 respondent 60 %( 60 respondents) are using internet

connection, 40 %( 40 respondents) are not using internet connection.

73
QUESTION-7): WHICH NET CONNECTION DO YOU HAVE?

Description: I used this question to know which net connection respondents were

using. This question had been used to ask to the respondents who were availing

internet connections.

Table no: 7

Table showing which type of net connections is used by respondents

Options Responses Percentage

BSNL broadband 36 60%

Airtel broad band 12 20%

Reliance 6 10%

Tata photon 6 10%

Total 60 100%

74
Figure: 7

Figure showing which type of net connections is used by respondents

70%
60%
60%

50%

40%

30%
20%
20%
10% 10%
10%

0%
BSNL BROADBAND AIRTEL BROADBAND RELIANCE TATA PHOTAN

Interpretation: Out of 60 respondents who are using internet connection, 60%

(36respondents) were using the BSNL broadband, 20 %( 12 respondents), 10 %( 6

respondents) were using reliance and 10 %( 6 respondents) were using Tata photon

internet connections.

Question-8) Are you using BSNL landline services?

Description – I made this question to know about how much respondents are using

BSNL landline service

75
Table no: 8

Table showing the no. of respondents who are using landline services

Options Responses Percentage

Yes 30 30%

No 70 70%

Total 100 100%

Figure: 8

Figure showing the no. of respondents who are using landline services

80%
70%
70%

60%

50%

40%
30%
30%

20%

10%

0%
YES NO

Interpretation- out of 100 respondents, 30 %( 30 respondents) were using BSNL

landline and 70 %( 70 respondents) were not using BSNL landline services.

76
QUESTION-9) Do you face any difficulty in landline connections?

Description: I made this question to know about how many respondents are facing

problem while they are using landline connection

Table no: 9

Table showing the no. of respondents who face any difficulties while using the

landline connections

Options Responses Percentage

Yes 12 40%

No 18 60%

Total 30 100%

Figure: 9

Figure showing the no. of respondents who face any difficulties while using the

landline connections

70%
60%
60%

50%
40%
40%

30%

20%

10%

0%
YES NO

77
Interpretation

Out of 30 respondents who were using BSNL landline, 40% (12 respondents) were

facing the problems and 60% (18 respondents) were satisfied with the BSNL services.

Q.10) Is it required to reduce further the call charge on BSNL mobile services

Description: I made this question to know about the how many respondents want to

reduce the call charge of BSNL. 92% respondents gave answer yes .but

8%respondents gave answer no because they are not usin

Table no: 10

Table showing the responses of respondents who think that the call charge

should be reduce.

Options Responses Percentage

Yes 92 92%

No 8 8%

Total 100 100%

78
Figure: 10

Figure showing the responses of respondents who think that the call charge

should be reduce

100%
92%
90%

80%

70%

60%

50%

40%

30%

20%
8%
10%

0%
YES NO

Interpretation- out of 100 respondents 92% were saying yes and 8%were saying no.

79
2.7. Findings
1. With the help of questionnaire we find that in BAREILLY city.

70%respondents were using BSNL connections and 30%were using others

connections.

2. With the help of questionnaire we find that 40% respondents were highly

satisfied with the services providing by BSNL and 30%were satisfied, 20%

dissatisfied, 10% highly satisfied.

3. In the case of 3G connections we find that 70% were not satisfied with the

services of BSNL.

4. In the case of internet connections we find that 60%respondents were using

BSNL BROADBAND. It means customers were more satisfied with the services

of broad band connections.

5. In the evening, lines are not getting connected since network problem was too

high.

6. When phone went out of order, the respondents were still charged for calls.

7. Customers are very much dissatisfied with Linemen, because of irresponsibility.

(Collecting amount from customers).

8. Regarding Cell one respondents complained, Network is always busy

9. During the rainy season noise in the instrument is a problem.

10. Customers are expecting more number of free calls

80
2.8 Conclusion
With the help of research we have come to the conclusion that BSNL is a best service

provider in BAREILLY city Because they satisfied the consumers through

providing service. Consumer satisfaction towards BSNL services is positive and

satisfactory. BSNL provide world class state art of technology telecom services to its

customers on demand at reasonable.

2.9 Suggestions
1. All the service providers are made good advertisements for their service.

Because, advertisements are take little part for influencing the consumers. So

BSNL should make more effective advertisements.

2. The customer care centre should pay more attention in receiving and solving

customer’s complaints.

3. The free incoming calls are key factor for satisfying customer. The Same

strategy should follow in future also

4. BSNL should increase the height of their BTS towers because due to the more

construction works in the area lately due to which the signals are week.
81
 5. BSNL should try to attract the young people.

2.10 .Limitations of the study -

Though the detailed investigation is made in the present study, still there are following

limitations.

1. Information provided by the customers may not be accurate. They may hide some

of the information at the time of filling up the questionnaires.

2. This study is based on the prevailing customer’s satisfaction. But the customer’s

satisfaction may change according to time, fashion, technology, development, etc.

3. As per the population of the study is huge; a sample size of 100 sample respondents

is only covered till now.

. 4. This study is restricted only to the BAREILLY. So, the results may not be

applicable to other areas

82
2.11. Bibliography

Books

1. Marketing Research – G. C. Beri

2. Research Methodology – C. R. Kothari

3. Marketing Management – Philip Kotler

WEBSITES

1. www.bsnl.co.in

2. www.cellone.co.in

3. www.bharatsancharnigam.com

4. www.google.co.in

83
2.12.Annexure

QUESTIONNAIRE

Questionnaire for “Study to determine the level of Consumer Satisfaction BSNL

Services at BAREILLY”

A. Full Name: ___________________________

B. Address ______________________________________________________

C. Contact NO.:________________

QUESTION-1): Which telecom connection do you use?

a- BSNL

b- Others

QUESTION-2): For clear sound and better coverage which telecom companies

do you think best?

a- BSNL

b- Reliance

c- Airtel

d- Vodafone

e- Tata indicom

84
QUESTION-3) How much satisfied are you with the services provided by BSNL?

a- Highly satisfied

b- Satisfied

c- Dissatisfied

d- Highly dissatisfied

QUESTION-4): Do you have 3G connection?

a- Yes

b- No

QUESTION-5)) How much are you satisfied with the 3G connections?

a- Satisfied

b- Dissatisfied

QUESTION-6) Are you using internet connection?

a- Yes

b- No

QUESTION-7) Which net connection do you have?

a- BSNL broadband

b- Airtel broadband

c- Reliance

d- Tata photon

85
QUESTUON-8) Are you using landline services

a- yes

b- no

QUESTION-9) Do you face any difficulties in landline connections?

a- yes

b- no

QUESTION-10) Is it required to reduce further the call charge on mobile

services?

a- yes

b- no

Respondent signature

86