A PROJECT REPORT ON “CUSTOMER PERCEPTION” By KONDAL.K (09141E0015) At BSNL SERVICES LIMITED
Under the esteemed guidance of Mr. GOVERDHAN sir M.B.A Department of Management Studies, S.R.T.I.S.T, Nalgonda.
CUSTOMER PERCEPTION Customer perception is defined as the process by which individual selects, organize, and interpret stimuli into a meaningful and coherent of the world. It can be described as “How we see the world around us”. to individuals may be exposed to the same stimuli under the same apparent conditions, but how each person recognizes, selects, organizes & interprets these stimuli is a highly individual process based on each person’s own needs, values and expectations. Customers constantly judge a BRAND or PRODUCT on what they perceive true about it. No two people perceive anything exact same way. When it comes to customers it their perception of quality of service you offer that determine success. Perception is the process of acquiring, interpreting, selecting and organizing sensory information. The word perception comes from the Latin perception-, perception meaning “receiving, collecting and action taking possession and apprehension with the mind or senses”. Methods of studying perception ranges from essentially biological or psychological approaches. Perception is one of the oldest fields with in scientific psychology or and there are correspondingly many theories about its underlying process. The oldest quantitative law in psychology is the Weber-Fetcher law. Which quantifies the relationship between the intensity of physical stimuli and their perceptual effects? It was the study of perception that gives rise to the Gestalt school of psychology, with it’s emphasizing on holistic approach.
NEED FOR STUDY When the company provides customer perception which is in good quality and accepted by the customer by all means of his perception it makes a positive word of mouth by the customer which results in increase in sales of the company.
OBJECTIVES OF THE STUDY
•
To know the effect of BSNL offers on the customers.
•
To know the customer perception towards BSNL services.
•
To create a top of mind awareness about BSNL services in Nalgonda by providing the information to customers.
•
To know the satisfaction level of customers.
SCOPE OF THE STUDY 1. The study will allow knowing the opinions, views, perceptions, attitudes, suggestions of the customers for the BSNL services Brand. 2. From the company point of view it gets the feedback and suggestions from the customers and thus can implement different sales and promotion activities. 3. From the student point of view it helps me to understand how many are aware of the brand and to know about the industry. 4.
To analyze customer awareness & perception towards BSNL services.
RESEARCH METHODOLOGY: Research methodology describes how the research study was undertaken. This includes the specifications of source of data, research design, and method of data collection, the sampling method and the tools used.
SAMPLE DESIGN: Geographical area: The study is conducted in Nalgonda. Duration of project: The duration of project work is about 45 days
Population: Population for this research is set of customers those who are using with Bsnl in Nalgonda.
Sample units: The sampling units used by the researcher for this research, are those who are using with Bsnl.
Sample size: The number of samples collected by the researcher is 100 customers.
Sampling procedure / Sampling method: The sampling method used for this study is non-probability convenience sampling, which is selected according to the easy and convenience of the researcher.
SOURCE OF DATA Primary data: The researcher collected both by direct survey from the dealer’s through questionnaire. The researcher used structured questionnaire. Secondary data: Here the researcher collected secondary data from the company profile, industry profile and official web sites.
RESEARCH INSTRUMENT: Research instrument used for data collecting is questionnaire and interview schedule. Questionnaire The questionnaire is prepared in a well-structured and non disguised form so that it is easily understandable and answerable by everyone. The type of questions include in the questionnaire are open-ended questions, multiple choice questions and dichotomous questions. Interview Schedule The interview method of collecting data involves presentation of oral-verbal stimuli and reply in terms of oral-verbal responses. Then the responses are filled up in the questionnaire, for further analysis.
FRAME WORK OF ANALYSIS:-
STASTICAL TOOLS USED FOR ANALYSIS:
The researcher carries out analysis through various statistical tools. The statistical analysis is useful for drawing inference from the collected information.
Simple percentage analysis Bar diagrams Pie charts
INDUSTRY PROFILE The need for mobility, in the workplace as well as in our everyday lives, has driven rapid growth in the wireless communications services industry, which delivers voice and data over mobile telephones, pagers, and handheld computers. More recently, the promise of the mobile Internet has added to imaginative ways that consumers and professionals alike utilize these services, which increasingly are being personalized to appeal to the individual user while fitting on smaller devices. The switch from analog to digital networks has been responsible for rapid growth in the wireless communications industry. Digitalizations permits greater traffic capacity, lower prices, and better sound quality, as well as opening the door to innovative data and Internet services. Competing digital standards have slowed development of wireless services in the US, however, with various providers employing all three of the world's major wireless standards: Time Division Multiple Access (TDMA), Code Division Multiple Access (CDMA), and the Global System for Mobile Communications (GSM). European nations and much of the rest of the world have adopted the GSM standard, making it easier for customers to use their mobile phones in different countries and spurring the development of customized data services. US market leaders include Cingular Wireless (a joint venture of SBC Communications and BellSouth and the leading wireless carrier in the US after its acquisition of rival AT&T Wireless), Verizon Wireless (a joint venture of Verizon
Communications and the Vodafone Group), and Sprint PCS (the wireless unit of Sprint Corporation). The Internet has kept alive the promise of continued growth. Carriers such as Vodafone, NTT DoCoMo, and Sprint PCS, have rolled out mini-browser services and e-mail access, and competitors have followed suit. As more and more consumers are able to access the Internet through wireless devices, service providers hope to persuade users to shop and entertain themselves using these Web-enabled phones and other devices. Advertisers aim to steer users into the nearest store with marketing messages beamed directly to the consumer. Pagers, which were once cast aside as mobile voice services became more common and less expensive, have proved to be popular vehicles for wireless e-mail delivery as both messaging devices and networks have been improved. To meet the demands of the future, operators are laying the groundwork for so-called 3G networks, the third-generation infrastructure that follows first-generation analog and second-generation digital systems. Service providers have paid billions of dollars for 3G licenses in national auctions in Europe. These prices proved inflated following the downturn that has so adversely affected the telecom industry. The huge debts that wireless operators have accumulated buying licenses and developing networks have been coupled with the lack of a so-called "killer application" to drive consumers to the newest technologies.
Though the number of people using wireless communications devices has surpassed 1 billion, mobile phone subscriber growth, which has outstripped expectations for years, has nearly halted, except in underdeveloped nations. Wireless telecom operators have been forced to accept that increasing competitiveness in the industry and declining numbers of subscribers are the reality. INDUSTRY PROFILE (Indian cellular companies) Abstract In India cellular service were made available to the public after liberalization of telecom policy way back in1994. Since then ever operator in the cellular services sector has been vying to after of range of a new services. The present research investigated customer perception towards services provided by the cellular companies and checks the satisfaction level of the customers with the service they are using. The sample size used for this research is 100 and the samples are chosen from north India (Chandigarh, Mohali.Kharar, Sirhind and Gobindgarh) region viz. Airtel, Vodafone, BSNL, Reliance, Spice and others wastaken into consideration. The statistical tools i.e., Standard deviation, Z test are used for the purpose ofdata evaluation. Keywords: cellular service, Cellular operator, satisfaction, Customer, Z test. AIRTEL Bharti Airtel , formerly known as Bharti Tele-Ventures Limited (BTVL) is among India's largestmobile phone and Fixed Network operators. With more than 50 million subscriptions as of 1st October2007, the company is one of the world's fastest growing telecom companies. It offers
its mobile servicesunder the Airtel brand and is headed by Sunil Mittal, India's sixth richest man with a total worth of US$27billion. VODAFONE Vodafone Essar is a cellular operator in India that covers 16 telecom circles in India. Despite the name ofthe company, the marketing brand used is simply Vodafone. It offers both prepaid and postpaid GSMcellular phone coverage throughout India and is especially strong in the major metros.Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital GSM technology, offeringvoice and data services in 16 of the countries 23 licence areas. BSNL Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company in India.It is the largest telecommunication company in India and the sixth largest in the world . Its headquartersare at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi. It has the status ofMini-ratana - a status assigned to reputed Public Sector companies in India.BSNL is India's oldest and largest Communication Service Provider (CSP). RELIANCE Reliance Communications (formerly Reliance Infocomm), along with Reliance Telecom and FlagTelecom, is part of Reliance Communications Ventures (RCoVL). According to National Stock Exchangedata, Anil Ambani controls 66.75 per cent of the company, which accounts for more than 136 crore sharesof the company. telecommunications company.
Reliance Infocomm
is an Indian
TATA INDICOM Tata Teleservices Limited (TTSL) is part of the Tata Group of Companies, an Indian Conglomerate. Itruns the brand name Tata Indicom in India in various telecom circles of India. The company forms part ofthe Tata Group's prescence in the Telecommunication Industry in India, along with Tata Teleservices(Maharashtra) Limited (TTML) and VSNL.TTSL was incorporated in 1995 and was the first company to offer CDMA Mobile services in India,specifically in the state of Andhra Pradesh.
COMPANY PROFILE On October 1, 2000 the department of telecom operations, Government of India became a corporation and was christened Bharat Sanschar Nigam Limited (BSNL). Today BSNL is the number 1 Telecommunications company and largest public sector undertaking of India with authorized share capital of $ 3977 million and net worth of 14.32 billion. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections.With latest digital switching technology like OCB, EWSP ,AXE -10, FETEX , NECEtc. and widespread transmission network including SDH system up to 2.5 gbps,DWDM system up to 80 gbps web telephony , DIAS , VPN, Broadband & more than 400,000 data customers BSNL continues to serve this great nation .Its responsibilities include improvement of the already impeccable quality of telecom services in all villages and instilling confidence among its customers.
Objectives:
To be a lead Telecom services provider.
Build customers confidence through quality and reliable services.
Provide bandwidth on demand.
Contribute towards:
o National plan target of 10 crore subscriber base for the country by 2010 o Broadband customers base of 20 million in the country by 2010 o Telephone in all villages. o Implementation of Triple play as a regular commercial proposition.
ORGANIZATION CHART OF BSNL:-
CMD BSNL DIRECTOR FINANCE
DIRECTOR OPERATIONS
DIRECTOR COMML&MKT
Sr.DDG (CS)
DIRECTOR PLANNING&N S
CS&GM
SR.DDG
(legal)
(Vigilanc e)
DIRECTOR HRD
Sr.DDG (ARC)
Sr.DDG (EST)
CGMs
Sr.DDG (BW)
Sr.DDG (PERS)
T.circle /
Sr.DDG (EFC)
Sr.DDG (MS)
Sr.DDG (BBD)
Sr.DDG (PF)
Sr.DDG (NW&WS)
Sr.DDG (CMTSOM)
Sr.DDG (PG)
DDG
Sr.DDG (IT)
DDG (COMML)
Sr.DDG (SW)
DDG (RESTR)
Sr.DDG (NM)
DDG (MKTG)
Sr.DDG (TX)
DDG
(SR)
Sr.DDG (MIS)
DDG (REGULN)
Sr.DDG (NS)
DDG
(TRG)
DDG (Broadband)
CGM,
ALTIC
Sr.DDG (FP) Sr.DDG (BBF) Sr. DDG (CA) Sr. DDG (IA) Sr. DDG (TRF) Sr. DDG (SPF)
Sr DDG (TS) Sr. DDG (WS&I) CGM(MTCE Reg) -ETR -NTR - STR - WTR CGM (NCES) CGM (T&D)
(CMTS)
SR.DDG (ELEC) DDG
(IR)
Sr.DDG (SP)
DDG (MM)
MD Andman & Nicobar Andhra Pradesh Assam Bihar Chattisgarh
CGM,BRBRAIT T
Gujrat
DDG (RN)
Haryana
DDG (TF)
Himachal Pradesh
DDG (LTP) DDG (CTF)
Jhrakhand
CGM (NETF)
Jammu & Kashmir
CGM (Project)
Karnataka
-ETP
Kerala
-NTP
Madhaya Pradesh
-STP -WTP CGM (QA) CGM (RE) CGM (TS) CGM (TFs) -Jabalpur
Marashtra North East-I North East-II Orrisa Punjab Rajasthan
-Kolkata -Mumbai -Richhai
Uttar Pradesh(W) Uttar Pradesh (E) Uttranchal
Revenue earned by BSNL in last 7 years.
West Bengal Chennai TD Kolkata TD
BSNL launched Data One broadband service in January 2005 which shall be extended to 198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs. 250/- per month only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-onDemand, Broadcast application etc will be added. Keeping the global network of Networks networked, the countrywide Internet Services of BSNL under the brand name BSNL BROADBAND includes Internet dial up/ Leased line access,
CLI based access (no account is required) and DIAS service, for web browsing and E-mail applications. You can use your dialup sancharnet account from any
place in India using the
same access no ‘172233’, the facility which no other ISP has. BSNL has customer base of more than
1.7
million
for
sancharnet
service.
BSNL also offers Web hosting and co-location services at very cheap rates. ISDN Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice, data and image transfer over the same line. It can also facilitate both desktop video and high quality video conferencing. Intelligent Network Intelligent Network Service (In Service) offers value-added services, such as: Free phone service [FPH] India Telephone card [Prepaid Card] Account Card Calling [ACC] Virtual Private Network [VPN] Tele-Voting Premium Rae Service [PRM] Universal Access Number [UAN] and more.
VISION, MISSION AND OBJECTIVE VISION: To become the largest telecom service provider in Asia. MISSION: To provide world class state-of-art technology telecom services to its customers on demand at competitive prices.To provide world class telecom infrastructure in its areas of operation and to contribute to the country’s economy. Objectives: •
To be a lead Telecom services provider.
•
Build customers confidence through quality and reliable services.
•
Provide bandwidth on demand.
•
Contribute towards:
•
National plan target of 10 crore subscriber base for the country by 2010
•
Broadband customers base of 20 million in the country by 2010
•
Telephone in all villages.
•
Implementation of Triple play as a regular commercial proposition.
Cellular Mobile Service BSNL’s GSM cellular mobile service Cellone has a customer base of over 5.2 million. CellOne provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS) both national and international, unified messaging service (send and receive e-mails) etc. You can use CellOne in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. It has got coverage in all National and State Highways and train routes. CellOne offers all India Roaming facility to both pre-paid and post-paid customers (including Mumbai & Delhi). WLL
This is a communication system that connects customers to the Public Switched
Telephone Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or part of the connection between the subscribers and the telephone exchange. Countrywide WLL is being offered in areas that are non-feasible for the normal network. Helping relieve congestion of connections in the normal cable/wire based network in urban areas. Connecting the remote and scattered rural areas. Limited mobility without any air-time charge
BSNL Brands In year, 2008, BSNL changed the name of all its existing services to streamline its Brand portfolio SERVICE TYPE
OLD NAME
NEW NAME
Landline [Wired] phones
Bfone
BSNL Landline
CDMA Wireless landlines/mobiles
Tarang
BSNL WLL
GSM Postpaid Mobiles
Cell One
BSNL mobile Postpaid
Dial –Up Internet
Sancharnet
BSNL internet
Broadband Internet
Dataone
BSNL Broadband
BSNL OFFERS FREE INSURANCE COVERAGE FOR CUSTOMERS :In the first move of its kind in the Telecom sector in India , BSNL offers free Insurance coverage for its subscribers in case of Accidental Death Permanent total disability due to accident
The Insurance coverage scheme will be applicable for its subscribers of landline including WLL & postpaid cellular services. The customers will be covered by Bajaj Allianz insurance co. Ltd. The capital sum insured per connection is Rs. 50,000 The period of insurance will be initially for 1 year from 14 January 2008.
TELEPHONE BSNL Landlines Total number of connections
as on 31/5/2007
3,31,49,457
as on 31/5/2007
35,99,544
as on 31/5/2007
5,53,484
as on 31/5/2007
20,82,824
as on 31/5/2007
32,011
WLL Total number of connections Village Public Telephones Total Number of connections Public Telephone [Local, STD& Highway] Total number of connections STD Stations Number of STD stations
CUSTOMER CARE Several steps have been taken at BSNL to augment the quality of customer care to international standards.
Access round the clock helps at following toll free numbers Dataone Broadband '1600-424-1600' PSTN Call Center '1500' (in select states) Sancharnet Help Desk '1957' CellOne all India Help '9400024365'
All BSNL customer service centers [CSC’s] now remain open on all 7 days from 8 A.M to 8 P.M without any break for all activities. Cheque deposit machines have also been installed in many cities, so that customers can make payments 24X7 at their convenience. Customers can also make payments by cheque/Demand Draft to BSNL franchisees all over the country. With a view to simplify and offer customer friendly services, more than one Bfone connections can be applied on a single application form. Accordingly, a single demand note would be issued to the customer in respect of all the connections applied for. Shifting charges for local as well as all India shifting of fixed telephone (bfone) has been abolished. Pagers being given to outdoor staff in a phased manner for speedy rectification of faults. Majority of the local network is built up on jelly filled and OFC for trouble free service. Internal Distribution Points (DPs) being provided in the customer premises to eliminate the faults arising out of overhead wires.
Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL) system for improving reliability of external plant. Remote Line Units (RLUs). Remote subscriber Units (RSUs) being provided extensively to reduce the long lengths of copper cables.
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: Wireline, 3G, 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. 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 602Districts, 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 (CSP). 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. To look for details and to collect data for my project I worked in B.S.N.L Office to gather full information about the system and working of whole region and found out the facts about various processes adopted by reliance to pay its advisors and the time period taken for this study are 2 months
Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company in India.It is the largest telecommunication company in India and the sixth largest in the world . Its headquartersare at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi. It has the status of Mini-ratana - a status assigned to reputed Public Sector companies in India. BSNL is India's oldest and largest Communication Service Provider (CSP). GSM Mobile subscribers. BSNL's earnings for the Financial Year ending March 31, 2008 stood at INR397.15b (US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90 billion). 4.26 billion (INR 17,500 Crores) and assets of US$ 14.74 billion. Main Services being provided by BSNL BSNL provides almost every telecom service, however following are the main Telecom Services beingprovided by BSNL in India:1. Universal Telecom Sevices : Fixed wireline services & Wireless in Local loop (WLL) using CDMA
Technology called bfone and Tarang respectively. BSNL is dominant operator in fixed line. As on March 31, 2008 (end of financial year) BSNL had 76% share of fixed and WLL phones. 2. Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile Telephone servicesUsing GSM platform under brandname Cellone. Pre-paid Cellular services of BSNL are known as Excel.As on March 31, 2008 BSNL had 17% share of mobile telephony in the country. 3. Internet: BSNL is providing internet as dial-up connection (sancharnet) and ADSLBroadband. BSNL Has around 50% market share in broadband in India.
REVIEW OF LITERATURE: CUSTOMER PERCEPTION Customer perception is defined as the process by which individual selects, organize, and interpret stimuli into a meaningful and coherent of the world. It can be described as “How we see the world around us”. to individuals may be exposed to the same stimuli under the same apparent conditions, but how each person recognizes, selects, organizes & interprets these stimuli is a highly individual process based on each person’s own needs, values and expectations. Customers constantly judge a BRAND or PRODUCT on what they perceive true about it. No two people perceive anything exact same way. When it comes to customers it their perception of quality of service you offer that determine success. Perception is the process of acquiring, interpreting, selecting and organizing sensory information. The word perception comes from the Latin perception-, perception meaning “receiving, collecting
and action taking possession and apprehension with the mind or senses”. Methods of studying perception ranges from essentially biological or psychological approaches. Perception is one of the oldest fields with in scientific psychology or and there are correspondingly many theories about its underlying process. The oldest quantitative law in psychology is the Weber-Fetcher law. Which quantifies the relationship between the intensity of physical stimuli and their perceptual effects? It was the study of perception that gives rise to the Gestalt school of psychology, with it’s emphasizing on holistic approach.
Introduction Customer perception is an important component of relationship with the customers. Perceptions vary from person to person. Different people perceive different things about the same situation. But more than that, we assign different meanings to what we perceive. And the meanings might change for a certain person. One might change one's perspective or simply make things mean something else. The concept of customer perception does not only relate to individual customers in consumer markets. It is also valid in business to business situations.
Perceptions
“Perception
can be defined as the process of selection ,organization and
interpretation of stimuli into a meaningful and coherent picture of the world “.It is process by which an individual selects organization and interprets information to create a meaningful pictures of what he has heard or seen .The same stimulus can act in different forms on two individuals, as they have different perception .Marketers have to create an understanding impression about their message ,as it may go unnoticed by the prospective consumer. Quite often a consumer may interpret the information to likes and usually a person retains little of what he learned in that information.
Conclusion
Broadly speaking ,an marketing system exists primarily for the purpose of satisfying the needs wants of the consumer .This holds true for every type of marketing system ,be it a developing economy or a developed economy ,consumer have complete freedom of choice in the selection of goods. Therefore it would appear that those producers whose goods most nearly conform to the ways of the consumer will be favored by the consumer and an edge over their competitors. Consumer is a complex entity .Consumers wants are never ending Consumer behavior research studies are gaining important today .The consumer research studies are gaining importance today. The consumer behaviors behavior process is being studied
from
various angles
comprising
of psychology
,sociology, socio psychology, cultural
anthropology and economics .this is to gain a better understanding as to why consumer accepts or rejects the products services .this is going to be a continuous process.
1. Which brand of network are you using? A) Bsnl
B) Airtel
C) Idea
D) Other
(
)
TABLE S.No Criteria No. of respondents % of respondents
GRAPH:
1.
Bsnl
60
60%
2.
Airtel
20
20%
3.
Idea
15
15%
4.
oher
05
05%
Total
100
100
INTERPRETATION:
Of about 100 Customers 60% are having Bsnl and 20% are Airtel. The other 15% have Idea and the rest 15% of the Customers have other networks. 2. Through which you got to know about BSNL? A) Relatives
B) Friends
C) Advertisement
D) Other
(
)
TABLE: S.No
Criteria
No. of respondents
% of respondents
1.
Relatives
20
20%
2.
Friends
20
20%
3.
Advertisement
46
46%
4.
Other
14
14%
Total
100
100
GRAPH:
INTERPRETATION:
This table shows the Awareness about of the customer in using with Bsnl. 46% of the customers Know Bsnl through Advertisement. 20% are Customer are Relatives and 20% are Customer are Friends 14% customers are to know other process. 3. Do you like to purchase on Bsnl? A) Yes
(
)
B) No
TABLE:
S.No
GRAPH:
Criteria
No. of respondents
% of respondents
1.
YES
68
68%
2.
NO
32
32%
Total
80
100
NTERPRETATION: About 68% of the customers are like to purchase to Bsnl and 32% customers are like to purchase other companies. 4. Do you trust Bsnl services? A) Yes
(
)
B) No
TABLE:
S.No
GRAPH:
Criteria
No. of respondents
% of respondents
1.
YES
77
77%
2.
NO
23
23%
Total
100
100
INTERPRETATION:
About 77% of the customers are trust to Bsnl and 23% customers are do not trust to Bsnl.
5. Since how long you are using bsnl?
(
A) More than two years
B) One to two years
C) One year to six months
D) Less than six months
)
TABLE:
S.No
Criteria
No. of respondents
% of respondents
1.
more than two years
40
40%
2.
one to two years
25
25%
3.
one year to six months
20
20%
4.
less than six months
05
05%
Total
100
100
GRAPH:
INTERPRETATION: Above 40% of the customers are more than two years. 25% are Customer are one to two years and 20% are Customer are one year to six months.5% customers are less than six months.
6. What made you to purchase this brand?
(
A) Network coverage
B) Service
C) Price
D) Other
)
TABLE: S.No
Criteria
No. of respondents
% of respondents
1.
Network covarage
25
25%
2.
service
30
30%
3.
Price
35
35%
4.
Other
10
10%
Total
100
100
GRAPH:
INTERPRETATION:
Above 30% of the customers are to purchase to Bsnl having good service. 25% are Customer are purchase to Bsnl having Network coverage and 35% are Customer are purchase to Bsnl having reasonable pricing.10% customers are purchase to Bsnl having other factors 7. How do you rate the quality of Bsnl? A) Excellent
B) Good
C) Average
D) Poor
(
)
TABLE: S.No
Criteria
No. of respondents
% of respondents
1.
Excellent
42
42%
2.
Good
34
34%
3.
Average
20
20%
4.
Poor
04
04%
Total
100
100
GRAPH:
INTERPRETATION:
Above 42% of the customers are to Quality of Bsnl is Excellent. 34% are Customer are Quality of Bsnl is Good and 20% are Customer are Quality of Bsnl is Average.4% customers are Quality of Bsnl is Poor. 8. Do you think that Bsnl will be the market leader in coming days? A) Strongly agree
B) Agree
C) Disagree
D) strongly disagree
(
)
TABLE:
S.No
Promotions
No. of respondents
% of respondents
1.
Strongly agree
35
35%
2.
agree
25
25%
3.
disagree
20
20%
4.
strongly disagree
20
20%
Total
100
100
GRAPH:
INTERPRETATION: Above 42% of the customers are Strongly agree to Bsnl will be the market leader in coming days, 25% are Customer are agree to Bsnl will be the market leader in coming days, and 20% are Customer are disagree Bsnl will be the market leader in coming days.20% customers are strongly disagree Bsnl will be the market leader in coming days. 9. How do you rate the Bsnl?
(
A) Price
B) Quantity
C) Quality
D) Service
TABLE: S.No
Criteria
No. of respondents % of respondents
1.
price
20
20%
2.
quantity
15
15%
3.
quality
30
30%
4.
Service
35
35%
Total
100
100
)
GRAPH:
INTERPRETATION:
Above 35% of the customers are to rated Service of Bsnl is Good. 30% are Customer are rated Quality of Bsnl is Good and 20% are Customer are rated Price of Bsnl is Good,15% customers are rated quantity of Bsnl is Good 10. How do you rank the Bsnl based on above factors? A) 1
B) 2
C) 3
D) 4
(
TABLE: S.No Criteria No. of respondents % of respondents 1.
1
40
40%
2.
2
20
20%
3.
3
25
25%
4.
4
15
15%
Total
100
100
)
GRAPH:
INTERPRETATION:
Above 40% of the customers are to give to rank to Bsnl is 1,25% are Customer are 3rd rank and 20% are Customer are 2nd Rank,15% customers are 4th rank 11. Do you think that Bsnl needs any improvements? ( A) Yes
)
B) No
If yes, give your suggestions____________________________________________________________________ _____________________________________________________________________________ _ TABLE: S.No
Criteria
No. of respondents
% of respondents
1.
YES
40
40%
2.
NO
60
60%
Total
100
100
GRAPH:
INTERPRETATION:
About 40% of the Customers have suggestions to improve network, service. The rest 60% of the Customers are satisfied with Bsnl. FINDINGS: •
Most of the customers are using the Bsnl. So the Bsnl is the most preferred brand in the market and the next best is Airtel.
•
Large number of customers got to know about the Bsnl through the advertisements and the remaining through their relatives and friends.
•
Many customers like to purchase Bsnl. Anyway most of the customers like to purchase Bsnl some or the other time.
•
Though there are many brands in the society I observed that most of the customers trust the service of the Bsnl than other brands.
•
Maximum number of customers are using the Bsnl since two years and there are also customers who where using Bsnl more than two years of time.
•
My finding says that Bsnl is making to purchase its product to the customers because of its Price and next because of its service and other features.
•
Most of the customers rate the Bsnl as the good quality .And almost all who remains says that the Bsnl as average and excellent quality.
•
Bsnl is providing a satisfactory product for their customer that is why maximum number of customers is well satisfied with the Bsnl.
•
I found that most of the customers like to recommend Bsnl to their friends and relatives. So the customers have a good and positive opinion on Bsnl.
Many customers agree that Bsnl is going to be the market leader in coming days and the second opinion is they doesn’t know whether Bsnl becomes market leader or not. So I found that Bsnl is improving day by day
SUGGESTIONS:
No doubt that Bsnl is a leading brand in the market. Still, the next brands and others will try to take the major share in the market. So, the Bsnl brand should keep increasing their sales promotions and the other advertising and publicity activities to maintain the top market share and also to protect from the competitors. Bsnl Company should implement a new strategy to reduce the competition in the cellure company market.
For the promotion, company show makes road-show campaigns that will Increase the sales. Increasing the Bsnl outlets in all rural and urban areas can attract more people, so that sales may be more improved and also helps the people to buy Bsnl. All the products of Bsnl should be available at maximum outlets and retail stores. So that the people can easily get all the products. Most of the customers are satisfied with the quality and as well as service too. But if it is possible for the organization to slightly decrease their rates that may help the organization to increase their market share.
CONCLUSION Bsnl is the best company which is enjoying the greater market share .hence through word of mouth communication most of the people are attracted towards the Bsnl brands. Advertisements also have a major influence on the customer which acts as a push strategy on the customer. The study on Bsnl has concluded that the company is holding good brand names and in order to increase its market share and value it has to improve on its service,
offers and follow the different marketing strategies to retain the present customer and to attract the new customer.
QUESTIONNAIRE Name:
Contact no:
No. of family members:
Occupation:
1.Which brand of network are you using? a.Bsnl c.Idea
(
)
b.Airtel d.oher
2. Through which you got to know about BSNL?
(
)
a. relatives
b. friends
c. advertisement
d. other
3. Do you like to purchase on Bsnl? a. yes
(
)
b. no
4. Do you trust Bsnl services? a. yes
(
)
b. no
5. Since how long you are using bsnl?
(
a. more than two years
b. one to two years
c. one year to six months
d. less than six months
6. What made you to purchase this brand? a. Network covarage
)
(
)
b. service
c. price
d. other
7. How do you rate the quality of Bsnl? a. excellent
b. good
c. average
d. poor
(
)
10. Would you like to recommend Bsnl to your friends and relatives? (
)
a. yes
b. no
c. not right now
8. Do you think that Bsnl will be the market leader in coming days? a. Strongly agree
b. agree
c. disagree
d. strongly disagree
(
)
e. neither agree nor
disagree 9.How do you rate the Bsnl?
(
a. price
b. quantity
c. quality
d. service
10 . How do you rank the Bsnl based on above factors? a.1
b.2
c.3
d.4
11. Do you think that Bsnl needs any improvements? ( a. yes
)
(
)
)
b. no
If yes, give your suggestions____________________________________________________________________
_____________________________________________________________________________ _
BIBLIOGRAPHY Book Name
Author
Publisher
Marketing management
Philip kotler
Tata McGraw Hill
Marketing research
C.R. Kothari
Pearson Education
Principles of Marketing
V.S.RamaSwamy
Prentice Hall India
Marketing management
Rajan Saxena
Prentice Hall India
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