Market potential of bsnl's broadband services in pune


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Market potential of bsnl's broadband services in pune

  1. 1. Name: Darshan Shah Class: M. B. A. Section: Marketing Roll No. : BO534 Company: Bharat Sanchar Nigam Limited (BSNL) Project Title: Market Analysis Of BSNL S Broadband Services (DataOne) In Pune
  3. 3. 3 CERTIFICATE TO WHOM SO EVER IT MAY CONCERN This is to certify that DARSHAN SHAH is a bonafide student of VISHWAKARMA INSTITUTE OF MANAGEMENT. He has successfully carried out his summer project titled MARKET POTENTIAL OF BSNL S BROADBAND SERVICES (DATAONE) IN PUNE at BHARAT SANCHAR NIGAM LIMITED (BSNL), PUNE in the partial fulfillment of Master of Business Administration course of University of Pune. (2005 - 2007) He has worked under our guidance and direction. His work is found to be good and complete in all respect. During the period we found him hardworking, sincere and loyal. We wish him all the best for future. DR. SHARAD L. JOSHI PROF. SMITA SOVANI (DIRECTOR) (PROJECT GUIDE)
  4. 4. 4 ACKNOWLEDGEMENT Any accomplished work is not possible without the help of others and this work is not different. Many people helped me to complete my training and prepare its training report successfully. I am thankful to all of them. First of all I am very grateful and thankful to Bharat Sanchar Nigam Limited (BSNL) who allowed me to undergo training in their company. I am very thankful to my project guide Mr. Soumitra Mandal (DE Marketing) under whose guidance I completed my project successfully and without whose help it would have been very difficult for me to complete the project. I would like to extend my heartful gratitude to Mr. Khachane (DE Sales) whose cooperation and contribution was truly unparallel. Further more I would like to acknowledge the efforts made by all the people at BSNL, Pune to complete this project successfully. I also take the opportunity to thank our Director Dr. S. L. Joshi for his valuable advice, suggestions and guidance. This project would have never been possible without the guidance and timely help of my project guide Prof. Mrs. Smita Sovani (Staff in-charge) for which I would be indebted to her. I would also like to thank all faculty members of Vishwakarma Institute of Management for their advice and guidance. I would also like to thank all the respondents who gave some of their valuable time to me. Finally I would like to thank my family members and my friends for their valuable inputs.
  5. 5. 5 CONTENTS ACKNOWLEDGEMENT I 1. EXECUTIVE SUMMARY 1 1.1. Executive Summary 2 1.2. Limitation 3 2. INTRODUCTION 4 2.1. Introduction 5 3. STUDY 6 3.1. Purpose For Study 7 3.2. BSNL Broadband Services 8 4. OBJECTIVES 10 4.1. Objectives 11 4.2. Scopes And Limitations 12 5. COMPANY PROFILE 13 5.1. Journey Of Telecom From PWD To BSNL 14 5.2. About BSNL 17 5.3. Vision, Mission And Objective 19 5.4. Services Provided By BSNL 20 5.5. Addresses 21 5.6. Organization Chart Of BSNL 22 5.7. Financial Status Of BSNL 23 6. INDIA AND BROADBAND 25 6.1. India And Broadband 26
  6. 6. 6 7. BROADBAND POLICY 2004 28 7.1. Broadband Policy 2004 29 7.2. Broadband Connectivity 29 7.3. Estimated Growth Of Broadband 30 7.4. Technical Options For Broadband Services 30 7.5. Other Issues 30 8. BSNL AND INTERNET 32 8.1. PSTN Dial Up Access 33 8.2. ISDN Dial Up Access 33 8.3. Leased Line Access 33 8.4. Direct Internet Access 33 8.5. Account Free Dial Up Access Based On CLI 33 8.6. Broadband Connection 34 8.7. Wi Fi 34 8.8. Sancharnet Card 34 9. DATAONE (BSNL S BROADBAND SERVICE) 35 9.1. DataOne Introduction 36 9.2. Key Objectives 36 9.3. Technical Capabilities 37 9.4. Advantages Of MPLS Over Other Technologies 37 9.5. Services Available Through Broadband 37 9.6. Requirements For Using DataOne 38 9.7. Launch Of DataOne 38 9.8. BSNL Provide PCs 38 9.9. DataOne Tariffs 39 10. COMPETITORS ANALYSIS 44 10.1. Tariffs Of DataOne 45 10.2. Tariffs Of BSNL s Competitors 45 11. RESEARCH METHODOLOGY 51 11.1. Research Methodology 52
  7. 7. 7 11.2. Data Collection Method 52 11.3. Research Instrument 53 11.4. Sampling 53 11.5. Data Evaluation 54 12. DATA ANALYSIS 55 12.1. Data Analysis Introduction 56 12.2. Division Of Internet Users 57 12.3. Awareness Of People About Broadband 58 12.4. Preferences While Choosing Broadband Connection 59 12.5. Division Of Broadband Users 61 12.6. Division Of Internet Users Of BSNL 62 12.7. Increase In Number Of BSNL Internet Users 63 12.8. Familiarity To DataOne 64 12.9. Reasons For Choosing BSNL 65 12.10. Conversion To DataOne 67 12.11. Division Of DataOne Customers 68 12.12. Use Of DataOne 69 12.13. Customers Thoughts About DataOne Tariffs 70 12.14. Problems Faced By DataOne Customers 71 12.15. Billing Problem Faced By DataOne Customers 72 12.16. Satisfaction On Action Taken Against Incorrect Bills 73 12.17. Ranking Different Parameters Of DataOne 74 12.18. Ranking Customers Services Of BSNL 76 12.19. Ranking Broadband Services Of BSNL 77 12.20. Satisfaction Level Of DataOne Customers 78 13. NEW OPPORTUNITIES AND PROBLEMS 79 13.1. New Opportunities In The Market 80 13.2. Problems Related To This Services 80 14. OBSERVATIONS, FINDINGS AND LIMITATIONS 82 14.1. Observations And Findings 83 14.2. Limitations 84
  8. 8. 8 15. CONCLUSIONS AND SUGGESTIONS 85 15.1. Conclusions 86 15.2. Suggestions 88 16. REFERENCES AND ABBREVIATIONS 90 16.1. References 91 16.2. Abbreviations 92 17. ANNEXURE 93 17.1. Questionnaire For Potential Customers 94 17.2. Questionnaire For DataOne Customers 96
  10. 10. 10 1.1 EXECUTIVE SUMMARY This project was carried out at Bharat Sanchar Nigam Limited (BSNL), Pune. The project title is Market Potential of BSNL Broadband Services in Pune. The duration of the project was two months from 1st june 2006 to 31st july 2006. My project work was to find out what people think about the BSNL as a brand and its broadband services. Even though India is known all over the world today as an Information and Communication Technology powerhouse, within the country Internet has played a relatively minor role. BSNL India s No. 1 Telecom Company launched DataOne on 14th January 2005. Though limited to domestic consumers, the BSNL has already managed to install 32,000 connections of its broadband service DataOne in Pune within eighteen months. The basic package itself has a speed of 256 Kbps and costs just Rs. 250. Having a strong 1,02,200 Internet potential customer base BSNL can easily overtake the market from other service providers in the Pune Market. The basic objective of the project was to study the Market Potential of BSNL Broadband Service in Pune. The study included to find overall image of BSNL as a brand, peoples view about its broadband services, suggestions and innovations wanted by people. Just in eighteen months BSNL has done what took others to do in years. As a market leader and very strong and loyal customers base, BSNL will not find any difficulty to extend its service in the market. It has already become a market leader in a year and a half. Research methodology adopted for the collection of primary data was a structured questionnaire followed by a personal interview. The secondary data sources were BSNL reference books, BSNL archives, customers details and BSNL Pune Intranet. After carrying out the extensive study it was observed that BSNL will not find any difficulty to extend its service in the market. It has already become a market leader in a year and a half.
  11. 11. 11 BSNL have to concentrate on 3 basic points: - Quality Service. Competitive Price. Fast solution of Customers complaints. 1.2 LIMITATIONS The basic limitation was that the time was limited. Sources of data for collection of secondary data were limited Replies of the respondent were biased Respondent were busy and cant provide enough time. There was area restriction and the study was limited to the existing or incoming customers of BSNL Pune.
  13. 13. 13 2.1 INTRODUCTION We have technology, finally, that for the first time in human history allows people to really maintain rich connections with much larger numbers of people. -Pierre Omidyar In recent years, personal data communications in the form of Internet access has seen an enormous growth. Broadband access is a fast-growing telecommunication market globally, and India has a huge market potential. It is estimated that, to be affordable to 50% of the population, broadband access must be provided at around US$ 6 7(nearly Rs. 300) per month. India is a large country with about two hundred million homes. It is therefore potentially a large market. But as the mobile telephony revolution has shown, India becomes a large market only at the right price point. Broadband is no exception. Assuming that a household is willing to spend a maximum of 2.5% of its income as a recurring expense on Internet. Broadband Internet is an enabling technology. It can enable Internet-based education, Internet-based transactions and Internet based entertainment to transform India. Even though India is known all over the world today as an Information and Communication Technology powerhouse, within the country Internet has played a relatively minor role. Massive broadband penetration into Indian homes can change this. Broadband Internet availability would also spur job creation and enhance economic / GDP growth. It would enable India to become a design house for the world, besides becoming a service center for the world.
  14. 14. 14 CHAPTER-3 STUDY
  15. 15. 15 3.1 PURPOSE FOR STUDY In recent years, personal data communications in the form of Internet access has seen an enormous growth. Broadband access is a fast-growing telecommunication market globally, and India has a huge market potential. It is estimated that, to be affordable to 50% of the population, broadband access must be provided at around US$ 6 7(nearly Rs. 300) per month. India is a large country with about two hundred million homes. It is therefore potentially a large market. But as the mobile telephony revolution has shown, India becomes a large market only at the right price point. Broadband is no exception. Assuming that a household is willing to spend a maximum of 2.5% of its income as a recurring expense on Internet. Until the Government of India did not announce the Broadband Policy 2004 various Internet service providers provided high - speed (mainly between 64kbps 556 kbps) internet service in the name of Broadband. Everyone has its own standard and there was no unified standard for the broadband service. Once the Broadband Policy 2004 was announced BSNL thought to exploit its copper loop lines to provide the Broadband Service with a brand name DataOne . BSNL has decided to use ADSL technology by which it can provide a broadband service till the 2Mbps speed. BSNL launched its service on 14th January 2005 and has targeted to give a 6 million connections upto 2007. Giving 50 connections per day BSNL has become the market leader in just 18 months with 32,000 connections registered in Pune alone. With a 1,02,200 strong Internet consumer base BSNL has a big advantage over its competitors but the way ahead is not at all a cup of tea for BSNL. In the era of Information Technology there is a huge potential in the market and to capture this market BSNL needs to know the customer s demand and interests about this service.
  16. 16. 16 3.2 BSNL BROADBAND SERVICES 3.2a DEFINING BROADBAND Keeping in view the present status, Broadband connectivity is defined at present as: An always-on data connection that is able to support interactive services including Internet access and has the capability of the minimum download speed of 256 kilo bits per second (kbps) to an individual subscriber from the Point Of Presence (POP) of the service provider intending to provide Broadband service where multiple such individual Broadband connections are aggregated and the subscriber is able to access these interactive services including the Internet through this POP. The interactive services will exclude any services for which a separate license is specifically required, for example, real-time voice transmission, except to the extent that it is presently permitted under ISP license with Internet Telephony. 3.2b DATAONE HOW ACTUALLY IT WORKS? Traditional phone service connects the home or business to the BSNL over copper wire that are wound around each other and called twisted pair. Modem demodulates the analog signal of the telephone line and turns its values into the string of 0 and 1 value, which is known as digital signals. DataOne uses ADSL (Asymmetric Digital Subscriber Line) Technology, which is devoted to the downstream direction, sending data to user. Only a small portion of bandwidth is available for upstream. Using this BSNL is giving download speed upto 2Mbps. BSNL has setup its main server at Bangalore, which will authenticate and monitor the working of the broadband service and a backup, is setup at Pune.
  17. 17. 17 The following graphical view shows how Data One works: - BSNL Exchange Telephone Modem Computer Figure: - 1 Internet
  19. 19. 19 4.1 OBJECTIVES The objective of the project are divided into two: 1. Primary Objective and 2. Secondary Objective 4.1a PRIMARY OBJECTIVE To find out the market potential of BSNL broadband service in Pune 4.1b SECONDARY OBJECTIVE 1. Market potential of DataOne (Broadband service of BSNL) 2. Competitors Analysis 3. Market awareness about BSNL Broadband Service 4. New opportunities in this market 5. Problems related to this service
  20. 20. 20 4.2 SCOPES AND LIMITATIONS 4.2a LIMITATIONS 1. Time: - The major important factor, which always brings constraints, the period of 2 months, was not sufficient to expand the objectives completely. The objective study of the problem was completed but results may not be considered for whole population of the consumers. 2. Co operation: - Consumers were found to be co-operative; however some did not give sufficient time for the discussion, but gave information without hesitancy. 3. Spectrum: - The results obtained can be applied locally. This is not the representative of whole geographical area. Therefore information based on this feasible data and suggestions based on it cannot be implemented nation wide.
  22. 22. 22 5.1 A JOURNEY OF TELECOMMUNICATION IN INDIA, FROM PWD TO BSNL BSNL was the India s first name in the telecommunication industry. BSNL is celebrating 150 years of Indian telecommunications. The history of telecommunications in India is actually an interesting story. Each innovation, each achievement, each milestone is a revolution in itself. From almost a non-existent entity in the Public Works Department (PWD) to being the torchbearer of development, flag bearer of growth and carrier of national self-reliance, Indian telecom sector has indeed come a long way. From PWD to P&T to DoT, BSNL has been at the center of action all through this incredible passage of time. The recognition of being world s 7th largest telecom company, BSNL, by all means is the icing on the cake of Indian telecom sector. The first experimental electric telegraphs line was started between Calcutta and Diamond Harbour in November 1850. A year later the line was completed and opened for East India Company s traffic. The visionary behind this landmark was Dr. William O Shaughnessy credited to pioneer telegraph and telephone in India. This led to construction of 4000 miles of telegraph line connecting Calcutta and Peshawar in the north via Agra and Bombay through Sindhwa Ghats, Bombay and Madras in the south as well as Ootacamund and Bangalore. In 1854 when the Telegraph Act was enacted and a regular Telegraph Department was setup to open telegraph facilities for public. Dr. William O Shaughnessy, who was a part of PWD Department, was elevated as the first superintendent of the Indian Telegraph Department (ITD). In the historical archives, the year 1895 has vital importance, phonograms were introduced for the first time at Bombay and Calcutta and in 1902, and the first Wireless Telegraph Station was established. 1905 can be termed as the cornerstone of today s telecom profile. It was the year that the control of the Telegraph Department was transferred from PWD to Commerce &
  23. 23. 23 Industry Department except for the matters connected with electricity and building. It was the time that the beatification and classification of the Department happened. In 1907, women signalers were employed for the first time. In 1914 the Postal and Telegraph Departments were amalgamated under single Director General of P&T Department. This year also witnessed the opening of first automatic exchange at Shimla with capacity of 700 lines and 400 actual connections. In 1960s while the Beatles wave was sweeping the world, the Indian telecom think tank was busy in introducing microwave culture. The first microwave route between Calcutta and Asansol was opened. The 1970s witnessed the installation of SPC Gateway Telex Exchange and introduction of the first International Subscriber Dialed (ISD), the setting up of Telecommunications Consultants India Limited and commissioning of the first Optic Fiber System for local junction in Pune. The 1980s, completely established Indian telecom as the first frontrunner. In one giant leap, the universe shrinked. The first satellite earth station for domestic communications was setup at Secundrabad. A revolution happened with the establishment of C Dot. The first mobile telephone service and the first radio paging service were introduced in Delhi. The MTNL and VSNL were set up and the International Gateway Packet Switch System was commissioned in Bombay. 1980s also saw the restructuring of the P&T Department into Department of Posts and Department of Telecommunication (DoT). However, the 90s witnessed breathtaking advances and value addition till date. The announcement of National Telecom Policy for setting up of Telecom Regulatory Authority of India (TRAI) and opening the market of Telecommunication for private players. In October, 2000 Department of Telecommunications corporatised as BSNL, the largest telecom company in India. BSNL rolled out its CellOne and Excel mobile post and pre paid services in October 2002. January 2005 BSNL started its new broadband service named as DataOne .
  24. 24. 24 BSNL has emerged as the largest basic telecom and mobile network operator in its license areas, an undisputed Telecom Titan in India. Since Independence, total landline connections as on date are approximately 4 crores; whereas mobile phones after introduction has crossed the figure of 1.75 crores at the growth rate of 100% per annum. The journey is indeed fascinating, eye opening and by all means a learning experience for one and all. However it is not the end. The forays are continuing, the innovations are happening, technology is becoming friendlier and the customer is wining and gaining. A journey of 150 years Telecommunication in India, from PWD to BSNL 1850 1854 1914 1980s 2000 DoT PWD Indian Telegraph Department (ITD) P&T Department Department of Telecommunication (DoT)Department of Posts MTNLVSNL BSNL Telegraph Act, 1854 150Years
  25. 25. 25 5.2 ABOUT BSNL Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector unit in India . BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakh villages. BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook & corner of country and operates across India except Delhi & Mumbai. Whether it is inaccessible areas of Siachen glacier and North-eastern region of the country. BSNL serves its customers with its wide bouquet of telecom services. BSNL is numero uno operator of India in all services in its license area. The company offers vide ranging & most transparent tariff schemes designed to suite every customer. BSNL cellular service, CellOne, has more than 17.8 million cellular customers, garnering 24 percent of all mobile users as its subscribers. That means that almost every fourth mobile user in the country has a BSNL connection. In basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base and 92 percent share in revenue terms.
  26. 26. 26 BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who access Internet through various modes viz. Dial-up, Leased Line, DIAS, Account Less Internet(CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country. BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent services like voice, data and video through the same Backbone and Broadband Access Network. At present there are 0.6 million DataOne broadband customers. The company has vast experience in Planning, Installation, network integration and Maintenance of Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute. Scaling new heights of success, the present turnover of BSNL is more than Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US $ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is worth about Rs.630,000 million(US $ 14.37 billion). BSNL plans to expand its customer base from present 47 millions lines to 125 million lines by December 2007 and infrastructure investment plan to the tune of Rs. 733 crores (US$ 16.67 million) in the next three years. The turnover, nationwide coverage, reach, comprehensive range of telecom services and the desire to excel has made BSNL the No. 1 Telecom Company of India.
  27. 27. 27 5.3 VISION, MISSION AND OBJECTIVE 5.3a VISION To become the largest telecom Service Provider in South East Asia. 5.3b 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 the country's economy 5.3c OBJECTIVE To be a Lead Telecom Services Provider. Build customers confidence through quality and reliable service. Provide Bandwidth on demand. Contribute towards: i. National Plan Target of 250 million subscriber base for the country by December 2007. ii. Broadband customers base of 20 million in the country by 2010 as per Broadband Policy 2004. iii. Telephone in all villages. iv. Implementation of Triple play as a regular commercial proposition .
  29. 29. 29 5.5 ADDRESSES 5.5a Pune Head Office: - Office of Principal General Manager Telecom Telephone Bhavan 281/B, Bajirao Road, Pune 411002 5.5b Maharashtra Head Office: - Office of Chief General Manager Telecom BSNL Maharashtra Telecom Circle Telecom Fountain Building II MG Road, Fort Mumbai 400001 5.5c BSNL Corporate Office: - Statesman House, B 148, Barakhamba Road, New Delhi 110001 5.5d BSNL Registered Office: - 10th Floor, Statesman House, B 148, Barakhamba Road, New Delhi 110001
  31. 31. 31 5.7 FINANCIAL STATUS OF BSNL 5.7a ASSETS Bharat Sanchar Nigam Limited has got fixed assets valuing more than Rs. 62,862 Crores (US $ 14.29 billion), which are in the form of Land, Buildings, Cables, Apparatus & Plants etc. 5.7b REVENUE The Department of Telecom operations now known as BSNL, has shown sustained growth in the last 15 years. The growth rate in 2004-05 was 6.5%
  32. 32. 32 5.7c CAPITAL INVESTMENT Annual Investment in the network has increased from Rs. 785 crores (US$ 0.18 billion) in 1986-87 to over Rs. 7578 crores ( US $ 1.72 billion) in 2004-05. This investment has been financed mainly by the internal accruals. The planned capital outlay during 2006-07 is Rs. 19431 crores ( US $4.42 billion). 5.7d CUMULATIVE CAPITAL OUTLAY Department of Telecom Operations, now BSNL, had as of 31-3-2005 a cumulative investment in Gross fixed assets of over Rs 143,930 crores (US $ 32.71 billion). Cumulative Fixed Assets have grown at an average annual rate of over 12% in the last 15 years.
  34. 34. 34 6.1 INDIA AND BROADBAND INTRODUCTION InfoTech is growing, but in broadband or high-speed Internet penetration, India continues to be a laggard, says a report. While, US is the world's leading broadband country with over 25.1 million lines, followed by Japan (13.6 m), China (13.5 m), South Korea (11.1 m) and Canada (4.7 m), India had only 82,000 lines till December 31, 2003. Across the globe, broadband lines touched 100.8 million in 2003, compared to 62 million in 2002, says an analysis by UK-based Point Topic's. Despite being a knowledge-based solution provider with BPO success, India has only 2 broadband users for every 10,000 people and 4 Internet users for 1,000 people. "It is a wake-up call for India," says Sujit Kumar, chairman of CII's national broadband committee. "We are what China was 3 years back. China will soon overtake Japan and even US because broadband is a priority. We need a similar national broadband policy." Industry leaders said India would lose out if it doesn't aim for 3 million broadband homes within 2-3 years. India currently has 6 million Internet users & only 10 million PCs. The push has to come from BSNL and MTNL as they have 15 million telephone connections in urban homes of which 2.5 million homes use dial up for surfing the net. "They can turn to broadband connection." says an industry representative. BSNL official explains that they plan to have 6 million broadband lines by 2007-end. Rural India is all set to witness IT revolution like never before. With the announcement of the much-awaited Broadband Policy, public distribution system especially in government services such as education, health, e-governance, entertainment and e-commerce, is likely to get a boost. To push broadband and Internet penetration in the country, the government has announced its broadband policy.
  35. 35. 35 The only significant decision taken as part of the new policy is to permit use of Wi-Fi (Wireless Fidelity) on the 2.4 GHz band in outdoor locations against the present regime of restricting it to a closed area. The move will enable consumers to access the Internet even while they are traveling in a car or train similar to what they can do with mobile phones. The policy augurs well for BSNL since its opposition to unbundling the last mile has been taken into account by the government. Unbundling would have allowed small Internet Service Providers (ISP) to use the state owned company's copper lines across the country to offer broadband services. Justifying the decision, Mr. Dayanidhi Maran, Union Minister of Communication and IT, said, "We are not in favour of local loop unbundling. We have studied the countries where local loop was unbundled and it has been a disaster as it leads to confusion in the market. We feel that the future of broadband will be on wireless therefore Wi-Fi will be a big boost." On the fiscal measures, Mr. Maran said that his Ministry would be working with the Ministry of Finance to work out a package for giving a boost to broadband usage. In other measures, the Government has opened up the 5.15 GHz band for indoor use of low power Wi-Fi systems. Procedures for obtaining clearance for radio frequency usage have also been simplified for VSAT operators. Broadband operators will also be able to use the Cable TV network as franchisees. Policy Target of government is
  36. 36. 36 CHAPTER-7 BROADBAND POLICY 2004
  37. 37. 37 7.1 BROADBAND POLICY 2004 Broadband policy was declared in the year 2004 by the Government of India, Ministry of Communication and Information Technology, Department of Telecommunications. It is given as follows 7.1a PREAMBLE Recognizing the potential of ubiquitous Broadband service in growth of GDP and enhancement in quality of life through societal applications including tele - education, telemedicine, e-governance, entertainment as well as employment generation by way of high speed access to information and web-based communication, Government have finalised a policy to accelerate the growth of Broadband services. Demand for Broadband is primarily conditioned and driven by Internet and PC penetration. It is recognized that the current level of Internet and Broadband access in the country is low as compared to many Asian countries. Penetration of Broadband, Internet and Personal Computer (PC) in the country was 0.02%, 0.4% and 0.8% respectively at the end of December 2003. Currently, high speed Internet access is available at various speeds from 64 kilobits per second (kbps) onwards and presently an always-on high speed Internet access at 128 kbps is considered as Broadband . There are no uniform standards for Broadband connectivity and various countries follow various standards. Government envisions an accelerated growth in Internet penetration and PC, as the success of Broadband would largely be dependent on their spread. It has been decided that following shall be the framework of the policy. 7.2 BROADBAND CONNECTIVITY Keeping in view the present status, Broadband connectivity is defined at present as An always-on data connection that is able to support interactive services including Internet access and has the capability of the minimum download speed of 256 kilo bits per second (kbps) to an individual subscriber from the Point Of Presence (POP) of the service provider intending to provide Broadband service where multiple such
  38. 38. 38 individual Broadband connections are aggregated and the subscriber is able to access these interactive services including the Internet through this POP. The interactive services will exclude any services for which a separate license is specifically required, for example, real-time voice transmission, except to the extent that it is presently permitted under ISP license with Internet Telephony. 7.3 The estimated growth for Broadband and Internet subscribers in the country envisaged through various technologies is as follows: 7.4 TECHNOLOGY OPTIONS FOR BROADBAND SERVICES The Broadband Policy Framework visualizes creation of infrastructure through various access technologies, which can contribute to growth and can mutually coexist. Spread of infrastructure is a must for healthy competition and therefore it would be the endeavor of the Government that the telecommunication infrastructure growth in the country is not compromised in any manner. Various access technologies, inter-alia, are: i. Optical Fibre Technologies ii. Digital Subscriber Lines (Dsl) On Copper Loop iii. Cable TV Network iv. Satellite Media v. Terrestrial Wireless 7.5 OTHER ISSUES 7.5a Bandwidth availability is a major driver for broadband services. In a competitive environment, service providers are expected to take appropriate steps for making required bandwidth available in a time bound manner within their license framework.
  39. 39. 39 Cost of bandwidth constitutes a major cost component for Broadband services. TRAI issued a consultation paper for international bandwidth leased line cost. Government has recently decided to reduce the license fee for Infrastructure, who provides end-to- end bandwidth, to 6% of Adjusted Gross Revenue. The amount of bank guarantee has also been reduced to Rs.5 crores from Rs.100 crores. 7.5b ROLE OF OTHER AGENCIES PCs, content and applications are important constituents for overall growth of Internet and Broadband services. Broadband services will accelerate decentralized governance at Panchayat level. The role of other facilitators such as electricity authorities, Departments of ITs of various State Governments, Departments of Local Self Governments, Panchayats, Department of Health and Family Welfare, Department of Education is very important to carry the advantage of Broadband services to the users particularly in rural areas. 7.5c FISCAL ISSUES The Department of Telecommunications assigns a very high priority to indigenous manufacture of Broadband related equipments. It shall endeavour to work closely with the concerned Ministries and Manufacturers Associations so that the equipments are available at an affordable price. The department is conscious of the fact that Broadband services can reach the urban and rural consumers only if services are offered at affordable and easy terms. Department of Telecommunications will work out a package in consultation with Ministry of Finance and related Departments as well as concerned service providers to achieve this
  41. 41. 41 BSNL provides the following types of connections to access Internet to customer. 8.1 PSTN DIAL UP ACCESS BSNL internet service offers flexible options of access plans for PSTN dial-up in various slabs of 25,50,100, 200, 500 and 1,000 hours. With Sancharnet dialup account you get all India roaming advantage which is not available with any other ISP because you can access sancharnet internet by dialing '172233' from any city in India 8.2 ISDN DIAL UP ACCESS Enjoy blazing fast Internet surfing and download speeds in 64 and 128 Kbps ISDN dial up connections. The uniform all India access no. for ISDN access is '172225'. 8.3 LEASED LINE ACCESS Enjoy round the clock internet connectivity at speeds varying from 64 Kbps to 45 Mbps. various plans are available to suit different needs. ISDN dial backup packages for Internet Leased Line Customers are also available. 8.4 DIRECT INTERNET ACCESS (DIAS) BSNL also provides DIAS in selected cities of the Country. The DIAS offers a wire- line solution for high speed symmetrical Internet access on the existing telephone lines. It provides an "always on" internet access that is permanently available at customer's premises. DIAS combines voice and internet data packets on a single twisted pair wire at subscriber premises that means you can use telephone and surf internet at the same time. 8.5 ACCOUNT FREE INTERNET DIAL UP ACCESS BASED ON CLI Duration based Dialup Internet Service(CLI based) is a unique method providing Internet service in which the Customer can access the Internet service from any
  42. 42. 42 telephone through dial up. The service allows automatic registration on first LOGIN. The authentication will be based on CLI of the telephone with the password supplied by the caller. The charging is totally usage based and the service is a post paid service like normal PSTN. The billing will be separate based on the duration of use and will be charged to telephone bill(CLI based) as Internet access charge at the prescribed rate. The service is available in selected cities. The access no. of this service is '172222' in all cities. 8.6 BROADBAND CONNECTION Broadband service is based on DSL technology (on the same copper cable that is used for connecting telephone). This provides high speed internet connectivity upto 8Mbps. This is always - on internet access service with speed ranging from 256Kbps to 8 Mbps. 8.7 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. Hot Spot Type-A is applicable for public utility services like Airports, Railway Stations, Universities and their campus etc. 8.8 SANCHARNET CARD BSNL has also launched "SANCHARNET CARD" recently. The Sancharnet Card" is a prepaid Internet Access Card with following features for customers: Self-register for internet access with your choice of user id Renew your existing Sancharnet Account Wide Range of Internet Access Packages
  43. 43. 43 CHAPTER-9 DATAONE
  44. 44. 44 9.1 INTRODUCTION DataOne is the Broadband service of BSNL. This service is being provided on existing copper wire infrastructure. In addition to the High Speed Internet Service being provided through this technology, other services such as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will also be added shortly. BSNL is in the process of commissioning of a world class, multi-gigabit, multi- protocol, convergent IP infrastructure through National 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 cable that is used for connecting telephone), on a countrywide basis. 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 subscribe will be able to access the above services through Subscriber Service Selection System (SSSS) portal. 9.2 KEY OBJECTIVES To provide high speed Internet connectivity (upto 8 Mbps) To provide Virtual Private Network (VPN) service to the broadband customers To provide dial VPN service to MPLS VPN customers. To provide multicast video services, video-on-demand, etc. To provide a means to bill for the aforesaid services by either time-based or volume-based billing. It shall provide the customer with the option to select the services through web server To provide both pre-paid and post paid broadband services
  45. 45. 45 9.3 TECHNICAL CAPABILITY OF THE BACKBONE The Broadband 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 consist of a high speed Backbone comprising of 24 powerful Core Routers connected with high speed 2.5 Gbps(STM-16) links. The routers are located on the national DWDM network interfacing at STM-16 optical level to provide for high transmission speeds 9.4 ADVANTAGE OF MPLS OVER OTHER TECHNOLOGIES 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 9.5 SERVICES AVAILABLE THROUGH BROADBAND High speed Internet Access: This is the always-on Internet access service with speed ranging from 256 kbps to 8 Mbps. Bandwidth on Demand: This will facilitate customer to change bandwidth as per his / her requirement. For example a customer with 256 kbps can change to 1 Mbps during the video Conferencing session. Multicasting: This is to provide video multicast services for application in distance education, telemedicine etc Dial VPN Service: This service allows remote users to access their private network securely over the NIB-II infrastructure. Video and Audio Conferencing: Content based Services: Like Video on Demand, Interactive Gaming, Live and time shifted TV
  46. 46. 46 9.6 REQUIREMENTS IN ORDER TO USE DATAONE BSNL's Bfone (Basic phone) connection Personal Computer with 10/100 Ethernet Port ADSL CPE (Customer Premise Equipment). This can be taken from BSNL at nominal rental per month. 9.7 LAUNCH OF THE SERVICE The Broadband Service has been launched in Bangalore, Chennai, Hyderabad and Kolkata from 14th January 2005. Soon, it will be extended to more than 200 cities 9.8 DOES BSNL PROVIDE PC FOR BROADBAND ACCESS BSNL has tied up with HCL Info systems Ltd. to launch the BSNL HCL PC for DataOne broadband customers in the country
  47. 47. 47 9.9 DATA ONE TARIFFS 9.9a DATAONE START UP PLAN 250 PARTICULARS TARIFF IN Rs. Bandwidth 256 Kbps Monthly Charges (Rs) 250 Discounted Annual Payment Option to Customers (Rs) 2500 Download/Upload Limit (GB) per month 0.4 GB Additional Usage Charges/MB beyond free download/upload limit (Rs) 1.40 Free E-mail IDs/Space (Per E-mail ID) 1/5 MB Security Deposit NIL Night Unlimited (0200-0800 Hrs) Not Available Minimum Hire Period Three Months
  48. 48. 48 9.9b DATA ONE HOME PLAN TARIFF IN Rs. PARTICULARS HOME UL 900 PLUS ** HOME UL 900## HOME 500 HOME 1000 HOME 1800 HOME 3300 Bandwidth 256 Kbps 256 Kbps 256 Kbps 384 Kbps 512 Kbps 1 Mbps Monthly Charges (Rs) 900 900 500 1000 1800 3300 Discounted Annual Payment Option to Customers (Rs) 9000 9000 5000 10000 18000 33000 Download/Upload Limit per month Unlimited Unlimited 1.0 GB 2 GB 5 GB 10 GB Additional Usage Charges/MB 1.20 1.00 0.80 0.80 Free E-mail IDs/Space 2/5 MB 2/5 MB 1/5 MB 1/5 MB 1/5 MB 2/5 MB Security Deposit 1 month rental 1 month rental NIL 1 month rental 1 month rental 1 month rental Night Unlimited (0200-0800 Hrs) Yes Yes Yes Yes Minimum Hire Period One Month One Month Three Months One Month One Month One Month Note: ** For Home Plan UL 900 Plus: Telephone Rental per month- Nil, Free Calls- Nil, MCU charges per Pulse @ Rs. 1/- shall be applicable. The calls shall be charged as per pulse rate of BSNL Bfone General Plan. Security Deposit and Installation charges as applicable for Local/STD/ISD shall be taken from new customers. ## For Home Plan UL 900: Telephone Rental per month, Free Calls & MCU charges per pulse shall be as per existing plan of the customer.
  49. 49. 49 9.9c DATA ONE BUSINESS PLAN PARTICULARS TARIFF IN Rs. BUSINESS 700 BUSINESS 1200 BUSINESS 3000 BUSINESS 5000 BUSINESS 9000 Bandwidth 256Kbps 256 Kbps 512Kbps 1 Mbps 2 Mbps Single /Multi User-(SU/MU) SU SU MU MU MU Monthly Charges (Rs) 700 1200 3000 5000 9000 Discounted Annual Payment Option (Rs) 7000 12000 30000 50000 90000 Download/ Upload Limit (GB) per month 2 GB 4 GB 10 GB 20 GB 40 GB Additional Usage Charges/MB (Rs) 1.20 1.00 0.80 0.60 0.60 Free E-mail IDs/Space 1/5MB 1 / 5 MB 2 / 5 MB 2 / 5 MB 4 / 5 MB Static IP Address (On Request) Not Available Not Available Not Available One One Web Hosting Space (On Request) Not Available Not Available Not Available 5 MB 5 MB Domain Name (On Request) Not Available Not Available Not Available One One Security Deposit 1 month rental 1 month rental 1 month rental 1 month rental Rs. 5000 Minimum Hire Period One Month One Month One Month One Month One Month
  50. 50. 50 9.9d DATAONE -TEMPORARY CONNECTION (w.e.f. 01st April 2006) PARTICULARS TARIFF IN Rs. Bandwidth Above 256 Kbps Installation Charges 500 Security deposit for modem 1000 Modem rental 200 Plan charges Double of the normal rental Additional usage charges As per plan applicable Note : The minimum charges shall be for a period of 15 days. 9.9e CONDITION FOR PROVIDING FREE MODEM For Home plans of 1800 and above and for Business plans, the modem shall be given free if the customer commits for the period as shown below and pays the necessary charges in advance. In this case customers will than own the modem and not required to return the modem. HOME PLAN BUSINESS PLAN PLAN COMMITTED PERIOD PLAN COMMITTED PERIOD Home 1800 12 months Business 1200 18 months Home 3300 6 months Business 3000 9 months Business 5000 6 months Business 9000 3 months
  51. 51. 51 9.9f MODEM ON OUTRIGHT PURCHASE It is decided to offer different types of modems on outright purchase basis to Data one customers. Different options are given below: MODEM TYPE PORTS TYPE-I TYPE-II TYPE-III TYPE-IV Ethernet One One Four Four Wi-Fi - One - One USB One - - - Charges (Rs) 1200 1800 1500 2000 9.9g MODEM ON RENT Only Type I modem is given on rental at present. The monthly rental for Type I, II, III and IV modems shall be as given below MODEM TYPE PARTICULARS TYPE-I TYPE-II TYPE-III TYPE-IV Monthly rental Rs. 100* p.m. Rs. 125* p.m. Rs. 100* p.m. Rs. 125* p.m. * New Rental with effect from 18-07-2006.
  53. 53. 53 10.1 TARIFFS OF DATAONE & ITS COMPETITORS 10.1a TARIFFS OF BSNL BROADBAND (DATAONE) DataOne Bandwidth Monthly Rate (Rs) Time/Download Limit Discounted Annual Charge Others Home Plans 256 Kbps 250 0.4 GB 2500 No Rental Security 256 Kbps 500 1GB 5000 No Rental Security 384 Kbps 1000 2 GB 10000 512 Kbps 1800 5 GB 18000 1 Mbps 3300 10 GB 33000 Business Plans 256 Kbps 700 2 GB 7000 256 Kbps 1200 4 GB 12000 512 Kbps 3000 10 GB 30000 1 Mbps 5000 20 GB 50000 2 Mbps 9000 40 GB 90000 2 months Rental Security Installions charges : Rs 250 Modem charge: Rs 2000 for purchase or Rs.100 monthly with Rs 500 as security 10.2 % Service Tax Extra Table : - 10.1a 10.2 TARIFFS OF BSNL S COMPETITORS IN PUNE MARKET 10.2a AIRTEL Airtel Bandwidth Monthly Rate (Rs) Time/Download Limit Additional usage charges (Rs/hour) Others 64 Kbps 249 10 Hrs for day/ 25 Hrs for night Rs 20 for day/Rs 10 for night 128 Kbps 349 Rs 30 for day/Rs 15 for night Rs 20 for day/Rs 10 for night 64 Kbps 600 Unlimited _ Registration Charge: Rs1000 Modem Rental: Rs 99 Modem Security Deposit: Rs 500 128 Kbps 550 _ Rs 30 for day/Rs 15 for night 128 Kbps 900 Unlimited _ 256 Kbps 500 1GB Rs2/MB Rs 400 can be used for internet or voice pulses, Modem deposit: Rs1000 Installation Charges:Rs800 128 Kbps 550 10 Hrs for day/ 25 Hrs for night Rs 30 for day/Rs 15 for night 100 Free voice pulses. Voice registration charges: Rs 1000 128 Kbps 995 Rs10 for day/ Rs 12.5 for night _ 200 Free voice Pulses 256 Kbps 1400 1.25GB Rs1.40/MB Table : - 10.2a
  54. 54. 54 10.2b EXATT-NET ExattNet Bandwidth Monthly Rate (Rs) Time/Download Limit Validity Months Others By the Hour 96 Kbps 140 20 30 96 Kbps 180 30 30 96 Kbps 300 50 60 Mega Club 512 Kbps 175 100 MB 30 days 1 Mbps 275 200 MB 30 days 1 Mbps 575 500 MB 60 days 1 Mbps 1150 1GB 3 1 Mbps 1900 2GB 6 1 Mbps 4000 5GB 12 Club Unlimited 40 Kbps 375 Unlimited _ 64 Kbps 650 Unlimited _ 128 Kbps 875 Unlimited _ 256 Kbps 1800 Unlimited _ Installation charges pulse10.2 percent service tax Table : - 10.2b 10.2c HATHWAY DATACOM Hathway Datacom Plan Bandwidth Renewal Price Liteway Validity Months Liteway Liteway-1Regular 256Kbps 500 1GB 1 Liteway-1Xtra (Prepaid) 256Kbps 3000 7GB 6 Liteway-1Regular 256Kbps 1000 2GB 1 Liteway-1Xtra (Prepaid) 256Kbps 6000 13GB 6 Liteway 8 to 8 256Kbps 400 Unlimited 1 Paceway Paceway-1 (Prepaid) 512Kbps 3000 2.4GB 6 Table : - 10.2c
  55. 55. 55 10.2d IQARA Iqara Plan Monthly Rate (Rs) Time/Download Limit Validity Months Others MB Based Plan IQ 325 699 325 MB 184 Days IQ 500 949 500 MB 366 Days IQ 500 500 500 MB 31 Days IQ 1000 1750 1000 MB 365 Days IQ 2000 3999 2000 MB 366 Days IQ 3000 4999 3000 MB 366 Days One time installation free. 50% discount on data transfer (MB) during night hours(10 PM to 10 Am). Lan card is required for the service will not be provided by Iqara Broadband. Unlimited Plans Iqara Comfort (40Kbps) 750 _ 31 Days Iqara Delight (64Kbps) 999 _ 31 Days Iqara Angel (256Kbps) 499 _ 31 Days For Iqara Comfort Delight , Angle Surfing time only between 10 PM to 10 AM Plus sales tax. Table : - 10.2d
  56. 56. 56 10.2e PACENT Pacent Bandwidth Monthly Rate (Rs) Time/Download Limit Validity Months Others 25 Kbps 390 Unlimited 1 Installation cost Rs3000 which includes for Cat 5 cable 32 Kbps 550 Unlimited 1 No LAN card provided 40 Kbps 750 Unlimited 1 10.2% service tax extra 64 Kbps 950 Unlimited 1 140 Kbps 2800 Unlimited 1 75 Kbps 350 1 Night Scheme 11pm to 8 am 150 Kbps 550 1 25 Kbps 4175 Unlimited 6 32 Kbps 5800 Unlimited 6 40 Kbps 6875 Unlimited 6 64 Kbps 9000 Unlimited 6 128 Kbps 300 100 MB 1 128 Kbps 550 200 MB 1 128 Kbps 1000 500 MB 1 256 Kbps 1900 1 GB 2 256 Kbps 3700 2 GB 3 256 Kbps 9000 5 GB 6 256 Kbps 16500 10 GB 12 32 Kbps 750 _ 3 100 Hours 64 Kbps 1300 _ 3 100 Hours 32 Kbps 3500 _ 12 500 Hours 64 Kbps 6500 _ 12 500 Hours Table : - 10.2e 10.2f RELIANCE BROADBAND Reliance Broadband Bandwidth Monthly Rate (Rs) Time/Download Limit Validity Months Others 128 Kbps 750 _ _ 256 Kbps 1200 _ _ 512 Kbps 3000 _ _ Installation charges :Rs 1000 Table : - 10.2f
  57. 57. 57 10.2g TATA INDICOM Tata Indicom Bandwidth Monthly Rate (Rs) Time/Download Limit Validity Months Others Prepaid -Time based DSL 397 20 Hrs 1 Installation cost Rs2204 DSL 827 50 Hrs 1 DSL 1323 100 Hrs 5 DSL 5290 480 Hrs 1 year Prepaid -Volume based DSL 397 200 MB 1 DSL 827 500 MB 1 DSL 1984 1200 MB 6 DSL 3174 2400 MB 1 year DSL 6612 6000 MB 1 year Postpaid DSL 500 20 Hrs 1 DSL 1000 50 Hrs 1 Installation cost Rs2755 for USB modem (Rs 1000 refundable) DSL 500 250 MB 1 DSL 875 500 MB 1 Rs 8816 for router (Rs 1000 refundable) DSL 1500 1 GB 1 DSL 3600 3 GB 1 Additional Static IP- Rs 5000 per annum DSL 5100 6 GB 1 DSL 6000 Unlimited 1 Table : - 10.2g
  58. 58. 58 10.2h SIFY BROADBAND Sify Broadband Bandwidth Monthly Rate (Rs) Time/Download Limit Validity Months Others 64Kbps 220 15Hrs 64Kbps 440 40Hrs 64Kbps 600 60Hrs 64Kbps 800 100Hrs 64Kbps 1125 150Hrs Hourly Range Premium: 50% free at night (10pm to 6am and 100% free on Sunday 64Kbps 330 15Hrs 1 64Kbps 660 40Hrs 2 64Kbps 900 60Hrs 3 64Kbps 1200 100Hrs 6 64Kbps 1700 150Hrs 12 Data Transfer Range 128 kbps 220 200 MB 1 256 kbps 400 400 MB 1 256 kbps 475 500 MB 2 256 kbps 650 700 MB 2 256 kbps 950 1 GB 3 Unlimited Range 64 kbps 695 Unlimited 1 96 kbps 995 Unlimited 1 64 kbps 1295 Unlimited 2 96 kbps 1895 Unlimited 2 40 kbps 1495 Unlimited 6 48 kbps 2395 Unlimited 6 64 kbps 3495 Unlimited 6 96 kbps 4995 Unlimited 6 Installing charges depends on cable operator, Rs 2000-5000 128 kbps# 400 Night Unlimited 1 128 kbps# 775 Night Unlimited 2 128 kbps# 2250 Night Unlimited 6 # Night (9.00pm-9.00am) Daytime usage (9.00am- 9.00pm) not allowed. Table : - 10.2h
  60. 60. 60 11.1 RESEARCH METHODOLOGY INTRODUCTION Research methodology is a way to systematically solve the research problem. It may be understood as a science of studying how a research is done scientifically. We can say that research methodology has many dimensions and research methods do constitute a part of the research methodology. The study of research methodology gives the student the necessary training in gathering materials required, and also training in technique for the collection of data appropriate to particular problem. It helps in the use of statistics, questionnaire and controlled experimentation and in recording evidences, sorting it out and interpreting it. Knowledge of research methodology is helpful in various fields. Research methodology plays key role in project work. It consists of series of actions or steps necessary to effectively carry out research and the desired sequencing of these steps. 11.2 DATA COLLECTION METHOD Data is collected from both Primary and Secondary data source. The primary sources were mainly the consumers and BSNL staffs (especially Marketing wing) and data was collected through survey technique. The survey technique was carried out through questionnaires and personal interview. The secondary data sources were the BSNL reference books, customers details documents and BSNL Pune Intranet. 11.2a PRIMARY DATA SOURCE Primary data is that data which is collected for the 1st time Questionnaire and personnel interview methods were used to collect Primary data. This data was collected by asking questions to Consumers and staffs of BSNL. 11.2b SECONDARY DATA SOURCE Secondary data is that data which is already assembled & need not to be collected. Library method was used to collect Secondary data. These data were colleted from the BSNL reference books, BSNL archives, customers details and BSNL Pune Intranet.
  61. 61. 61 11.3 RESEARCH INSTRUMENT The research instrument used here are two structured questionnaires. The first questionnaire was made for general public and it consisted of twelve questions. The second questionnaire was made for DataOne customers and it consisted of seventeen questions. The questionnaire consisted of following type of questions i. Closed ended: These are the questions that specify all the possible answers that are easy to tabulate & interpret. Further sub-types used are a. Dichotomous questions: These are the questions with only 2 possible answers. b. Multiple choice questions: These are the questions with more than 3 or more answers. c. Rating scale: It is a scale that rates some attribute from poor to excellent ii. Open ended: These type questions allow respondents to answer in their own words & often reveal about how people think. They are especially useful in exploratory research where researcher is looking for insight into how people think rather than how many people think in a certain way. The sub-types used are a. Unstructured questions: Respondents can answer in unlimited no. of ways. b. Word association: Respondents mention what comes to their mind when the hear the brand name 11.4 SAMPLING Sample is small group taken under consideration from total customer population. This small group represents the total population. In the project I studied market in Pune city. As it was impossible to approach all respondents of city, a sample was selected
  62. 62. 62 which represent whole city. The sample size for random sampling were fifty people and the sample size for DataOne customers was hundred people. The areas covered were Sada Shiv Peth, Shukrawar Peth, Shaniwar Peth, Guruwar Peth, Ghorpade Peth, Narayan Peth, Prabhat Road, Senapati Bapat Road, Shivajinagar, Deccan and F. C. Road. 11.5 DATA EVALUATION All the data collected was not accepted as it was collected. It was filtered & only relevant data is introduced in the report which helped in achieving objective of the project. This relevant data is finally analyzed and evaluated to make the final report and to deduce final conclusion.
  64. 64. 64 12.1 DATA ANALYSIS INTRODUCUION Data analysis and interpretation plays an important role in turning quantity of paper into defensible, actionable sets of conclusions and reports. It is actually a set of method and technique that can be used to obtain information and insights from data. It can lead the researcher to information and insights that would not be available. It can help to avoid erroneous judgments and conclusion. It can provide a background to help interpret and understand analysis conducted by others. Knowledge of power of data analysis techniques can constructively influence research objectives and research design.
  65. 65. 65 12.2 DIVISION OF INTERNET USERS Type of Connection Number of Users Percentage of Users Dial-Up 14 28% Broadband 23 46% Cable 13 26% Total 50 100% Division of Internet Usesr 28% 46% 26% Dial-Up Broadband Cable 12.2a INTERPRETATION Fifty people were asked at random about the type of internet connection they use. Amongst these 46% (23 in number) use broadband connection 28% (14 in number) person have dial-up connection The remaining 26% (13 in number) use cable connection to access internet. Thus, maximum number of people use broadband connection to operate internet
  66. 66. 66 12.3 AWARENESS OF PEOPLE ABOUT BROADBAND Awareness Level Number of Respondent Percentage of Respondent Not Aware 6 12% Partially Aware 16 32% Fully Aware 28 56% Total 50 100% Awareness Level of People About Broadband 12% 56% 32% Not Aware Partially Aware Fully Aware 12.3a INTERPRETATION Fifty people were asked randomly whether they are aware about the broadband or not. Amongst these 12% (6 in number) people were not at all aware about the broadband 32% (16 in number) people were partially aware about the broadband And the remaining 56% (28 in number) people were fully aware about the broadband Thus, we see that more than fifty percent people are fully aware about the broadband
  67. 67. 67 12.4 PREFERENCES WHILE CHOOSING A BROADBAND CONNECTION Ranking Parameters 1 2 3 4 5 Connectivity 11 12 12 15 0 Cost-Effectiveness 13 12 14 10 1 Speed 15 14 10 11 0 Download/Upload Limits 11 12 14 12 1 Technology 0 0 0 2 48 Total 50 50 50 50 50 Preferences While Choosing a Broadband Connection 0 10 20 30 40 50 60 1 2 3 4 5 Ranks NumberofConsumers Connectivity Cost-Effectiveness Speed Download/Upload Limits Technology 12.4a INTERPRETATION Fifty people were asked randomly to rank the parameters according to the preferences they would give them while choosing a broadband connection The parameters and the ranking are given as follows o Connectivity 11 people gave connectivity the first rank.12 people gave it second rank. 12 people gave it third rank. 15 people gave connectivity fourth rank and no one gave connectivity the fifth rank.
  68. 68. 68 o Cost-Effectiveness 13 people gave cost-effectiveness the first rank.12 people gave it second rank. 14 people gave it third rank. 10 people gave cost-effectiveness fourth rank and 1 person gave cost- effectiveness the fifth rank. o Speed 15 people gave speed the first rank.14 people gave it second rank. 10 people gave it third rank. 11 people gave speed fourth rank and no one gave speed the fifth rank. o Download/Upload limits 11 people gave download/upload limit the first rank.12 people gave it second rank. 14 people gave it third rank. 12 people gave download/upload limit fourth rank and 1 person gave download/upload limit the fifth rank. o Technology No one gave technology first, second or third preference. 2 people gave it the fourth preference and 48 people ranked technology as the fifth parameter. Thus, we see while choosing a broadband connection the most preferable parameter is speed, then comes cost-effectiveness, then download/upload limit, then connectivity and the technology comes last.
  69. 69. 69 12.5 DIVISION OF BROADBAND USERS Service Providers Number of Users Percentage of Users BSNL 19 38% Others 31 62% Total 50 100% Division of Broadband Users 38% 62% BSNL Others 12.5a INTERPRETATION Fifty people were asked randomly about the broadband service provider they have. Amongst these 38%(19 in number) use BSNL broadband connection. Rest(8 in number) 62%(31 in number) have broadband connection other than BSNL. Thus, we see BSNL alone have almost 40% market share of broadband while others(8 in number) all together have 60% market share. Note: Others include service provider such as Airtel, Exatt-Net, Hathway Datacom, Iqara, Pacent, Reliance Broadband, Tata Indicom and Sify Broadband.
  70. 70. 70 12.6 DIVISION OF INTERNET USERS OF BSNL Brand Name Type of Connection Number of User's Percentage of User's Sancharnet Pre-Paid Dial Up 14200 14% Net One Post-Paid Dial Up 56000 55% Data one Broadband 32000 31% Total 102200 100% Division of Internet Users of BSNL 14% 55% 31% Sancharnet Net One Data one 12.6a INTERPRETATION Total number of internet users are divided into three: Sancharnet(Prepaid Dial- Up), Net One(Postpaid Dial-Up) and Data One(Broadband) Out of total internet customers of BSNL 14%(14,200 in number) use Sancharnet 55% (56,000 in number) use Net One Remaining 31%(32,000 in number) use Data One Thus, maximum number of people use postpaid dial-up connection but this is rapidly being converted into broadband connection (Data One)
  71. 71. 71 12.7 INCREASE IN NUMBER OF BSNL INTERNET USERS Type of Connection Jul-05 Jul-06 Sancharnet 11000 14200 Net One 44000 56000 Data One 5103 32000 Total 60103 102200 Increase in number of BSNL Internet Users 0 20000 40000 60000 80000 100000 120000 Sancharnet Net O ne Data O ne Total Type of Connection NumberofUsers Jul-05 Jul-06 12.7a INTERPRETATION There was rapid increase in the internet customers of BSNL Sancharnet customers increased from 11,000 to 14,200 in number showing 29% growth Net One customers increased from 44,000 to 56,000 in number showing 27.3% growth Data one customers increased from 5,103 to 32,000 in number showing 527% growth Thus, we see that broadband customers of BSNL are growing at tremendous rate and has grown more-more than BSNL prepaid and postpaid dial-up customers
  72. 72. 72 12.8 FAMILIARITY TO DATA ONE Reason for Familiarity Number of Customers Percentage of Customers Own Research and Knowledge 22 22% Family, Friends and Relatives 31 31% Advertisements 47 47% Total 100 100% Familiarity to Data One 22% 31% 47% Own Research and Knowledge Family, Friends and Relatives Advertisements 12.8a INTERPRETATION Hundred customers of BSNL Data One were asked randomly about how they came to know about Data One services and they responses are as follows 22% themselves had the knowledge 31% came to know about data one through family, friends and relatives The remaining 47% people came to know about it through advertisements. Thus, we see advertisements had the maximum effect as far as Data One services are concerned
  73. 73. 73 12.9 REASON FOR CHOOSING BSNL 1. Better Service and Goodwill 2. Economic Tariff Plans 3. Download/Upload Limit 4. Just Needed Number of Reason(s) Number of Customers Percentage of Customers First 5 5% Second 9 9% Third 2 2% Fourth 8 8% First and Second 22 22% Second and Third 18 18% First and Third 4 4% First, Second and Third 32 32% Total 100 100% Reason for Choosing BSNL 5% 9% 2% 8% 22% 18% 4% 32% First Second Third Fourth First and Second Second and Third First and Third First, Second and Third
  74. 74. 74 12.9a INTERPRETATION Hundred customers of BSNL were asked randomly why they choose BSNL as broadband service provider. Amongst these hundred 5% choose it for better service and goodwill only 9% choose it for economic tariff plans only 2% choose it for good download/upload limit only 8% people just needed a broadband connection so they choose it 22% choose it because of better service and goodwill and economic tariff plans both 18% choose it because of better economic tariff plans and download/upload limit both 4% choose it because of better economic better service and goodwill and download/upload limit both The remaining 32% people choose it because of better service and goodwill, economic tariff plans and good download/upload limit all three Thus, we see that most people choose BSNL for all the three parameters
  75. 75. 75 12.10 CONVERSION TO DATA ONE Type of Conversion Number of Customers Percentage of Customers Dial-up to Data One 24 24% New to Data One 76 76% Total 100 100% Conversion to Data One 24% 76% Dial-up to Data One New to Data One 12.10a INTERPRETATION Hundred BSNL customers were asked about their conversion to BSNL broadband (Data One) Out of these 24 converted themselves from BSNL dial-up to BSNL broadband 76 people were totally new to BSNL internet services as broadband. Thus, we see that BSNL broadband is highly popular
  76. 76. 76 12.11 DIVISION OF DATA ONE CUSTOMERS Type of Customers Number of Customers Percentage of Customers Household Customers 29728 93% Business Customers 2272 7% Total 32000 100% Division of Data One Users 7% 93% Household Customers Business Customers 12.11a INTERPRETATION Data One customers are divided as follows 93% (29,728 in number) of data one customers are household customers 7% (2272 in number) of data one customers are business customers Thus, maximum number of data one customer are household customers
  77. 77. 77 12.12 USE OF DATA ONE Type of Use Number of Customers Home or Personal Use 65 Office or Business Use 33 Educational Purpose 54 Use of Data One 65 33 54 0 10 20 30 40 50 60 70 Home or Personal Use Office or Business Use Educational Purpose Type of Use NumberofCustomers 12.12a INTERPRETATION Hundred customers were asked about what they use broadband mainly for Out of these 65 people mainly use it for home or personal purpose 54 people use it for educational purpose And 33 people mainly use it for office or business purpose Thus, mainly people use broadband (Data One) for home or personal purpose then for educational purpose and least for office or business purpose
  78. 78. 78 12.13 CUSTOMER THOUGHTS ABOUT DATA ONE TARIFFS Tariffs as Compared to Other Service Providers Number of Customers Percentage of Customers Cheaper 29 29% Economical 38 38% Costlier 27 27% Equivalent 6 6% Total 100 100% Tariffs as Compared to Other Service Providers 29% 38% 27% 6% Cheaper Economical Costlier Equivalent 12.13a INTERPRETATION Hundred customers were asked randomly about the tariff plans of BSNL as compared to their competitors Out of these 29% people think the tariff plans are cheaper than competitors 38% think they are economical 27% think they are costlier than the competitors And remaining 6% think they are equivalent to their competitors plan Thus, we see maximum people think that BSNL tariff plans are economical and cheaper than their competitors plan
  79. 79. 79 12.14 PROBLEMS FACED BY DATA ONE CUSTOMERS Type of Problem Number of Customers Long Delivery Period 63 Incorrect Bills 47 Customer Services 42 Low Speed 6 Low Upload/Download Limit 17 Problems Faced by Data One Customers 63 47 42 6 17 0 10 20 30 40 50 60 70 Long Delivery Period Incorrect Bills Customer Services Low Speed Low Upload/Download LimitType of Problem NumberofCustomers 12.14a INTERPRETATION Hundred customers of BSNL were asked randomly regarding the problems faced by them in Data One service Out of these 63 people faced the problem of long delivery period 47 customers faced the problem of incorrect bills 42 people had problem in customer services of BSNL 17 people had the problem with download/upload limit being low 6 people faced the problem regarding low speed and connectivity Thus, maximum customers have problem with long delivery periods and incorrect bills while least have problem with the speed and connectivity
  80. 80. 80 12.15 BILLING PROBLEMS FACED BY DATA ONE THE CUSTOMERS Incorrect Bills Number of Customers Percentage of Customers Yes 47 47% No 53 53% Total 100 100% Problem of Incorrect Bills 47% 53% Yes No 12.15a INTERPRETATION About BSNL customers were asked whether they faced any problem of incorrect billing Out of these hundred 53 customers had no problem in billing While 47 customers said they faced the problem of incorrect billing Thus, we see that there is billing problem which is taken proper care of
  81. 81. 81 12.16 SATISFACTION ON ACTION TAKEN AGAINST INCORRECT BILLS ] Satisfied Number of Customers Percentage of Customers Yes 19 40% No 28 60% Total 47 100% Satisfaction on Action Taken Against Billing 40% 60% Yes No 12.16a INTERPRETATION Out of hundred randomly chosen customers forty seven customers faced the billing problems. These 47 customers were asked regarding the action taken by BSNL in this regard. Out of forty seven customers who faced the problem of incorrect billing 28 (60%) were fully satisfied by the action taken by BSNL The remaining 19 (40%) were not satisfied by the action taken by BSNL Thus we see that almost two-third people were fully satisfied by the action taken by BSNL in order to solve the problem of incorrect billing.
  82. 82. 82 12.17 RANKING OF DIFFERENT PARAMETERS OF DATA ONE SERVICE Parameters Poor Average Good Very Good Excellent Total Timely Delivery 53 38 9 0 0 100 Pricing 4 21 38 26 11 100 Connectivity 8 29 36 18 9 100 Download/Upload Limit 27 39 22 12 0 100 Technology 0 52 41 7 0 100 Customer Service 53 41 6 0 0 100 Complaint Redressal 43 54 3 0 0 100 Ranking of different Parameters of Data One 0 10 20 30 40 50 60 Timely Delivery Pricing Connectitivity Download/Upload Limit Technology Customer Service Complaint Redressal Parameters NumberofCustomers Poor Average Good Very Good Excellent 12.17a INTERPRETATION Hundred customers of BSNL were asked to rank seven services related to BSNL and Broadband according to Poor, Average, Good, Very Good and Excellent. The parameters and its rankings are given as follows o Timely Delivery Out of hundred 53 customers rated it as poor, 38 rated it as average, 9 rated it as good and none rated it as very good or excellent.
  83. 83. 83 o Pricing Out of hundred customers 4 customers rated pricing of BSNL as poor, 21 rated it as average, 38 rated it as good and 26 rated it as very good and 11 rated it as excellent o Connectivity Out of hundred customers 8 customers rated connectivity as poor, 29 rated it as average, 36 rated it as good and 18 rated it as very good and 9 rated it as excellent o Download/Upload Limit Out of hundred customers 27 customers rated connectivity as poor, 39 rated it as average, 22 rated it as good and 12 rated it as very good and none rated it as excellent o Technology Out of hundred customers none rated technology as poor or excellent. 52 people rated it average, 41 rated it as very good and 7 rated at as very good. o Customer Services Out of hundred customers 53 rated customer services as poor, 41 rated it as average, 6 rated it as good and none rated it as very good or excellent. o Complaint Redressal Out of hundred 43 customers rated it as poor, 54 rated it as average, 3 rated it as good and none rated it as very good or excellent Thus we see customers rated most of the parameters as average or good. Customers were mainly unhappy with timely delivery of the services, customer services and complaint redressal. Customers were satisfied with the download/upload limit and also with the technology employed Customers were very happy with the pricing and connectivity of the BSNLs broadband services.
  84. 84. 84 12.18 RANKING CUSTOMER SERVICE OF BSNL Quality of Service Number of Customers Percentage of Customers Poor 48 48% Average 36 36% Good 16 16% Very Good 0 0% Excellent 0 0% Total 100 100% Ranking of Customer Service of BSNL 48 36 16 0 0 0 10 20 30 40 50 60 Poor Average Good Very Good Excellent Quality of Service NumberofCustomers 12.18a INTERPRETATION Hundred randomly chosen customers of BSNL were asked to rank the customer services of BSNL Out of these 48 customers ranked customer service of BSNL as poor 36 of the customers ranked it as average And the remaining 16 ranked it as good. None of the customers ranked it as very good or excellent Thus, we see that most of the customers are not satisfied by the customer services offered by the BSNL
  85. 85. 85 12.19 RANKING OF BROADBAND SERVICE OF BSNL Quality of Service Number of Customers Percentage of Customers Poor 2 2% Average 26 26% Good 46 46% Very Good 22 22% Excellent 4 4% Total 100 100% Ranking of Broadband Service of BSNL 2 26 46 22 4 0 5 10 15 20 25 30 35 40 45 50 Poor Average Good Very Good Excellent Quality of Service NumberofCustomers 12.19a INTERPRETATION Hundred randomly chosen customers of BSNL were asked to rank the overall broadband services of BSNL (Data One) Out of these 2 customers ranked overall broadband service of BSNL as poor 26 of the customers ranked it as average 46 of the customers ranked it as good. 22 of the customers ranked it as very good. And the remaining 4 ranked it as excellent. Thus, we see that the customers are very much satisfied by the overall broadband services of BSNL.
  86. 86. 86 12.20 SATISFACTION LEVEL OF DATA ONE CUSTOMERS Satisfaction Level Number of Customers Percentage of Customers Continuing Service 91 91% Discontinued Service 2 2% Want to Discontinue 7 7% Total 100 100% Satisfaction Level of Data One Customers 91% 2% 7% Continuing Service Discontinued Service Want to Discontinue 12.20a INTERPRETATION To find the satisfaction level of the Data One customers about 100 customers of BSNL broadband were asked whether they are continuing the services or not Out of these hundred 91 of the customers are continuing the services and want to continue it 2 customers has disconnected the services And the remaining 7 are continuing the service but want to disconnect it Thus, we see that almost 90% of the customers are satisfied by broadband services offered by the BSNL and want to continue it
  88. 88. 88 13.1 NEW OPPORTUNITIES IN THIS MARKET BSNL is coming up with Content based Services: Like Video on Demand, Interactive Gaming, Live and time shifted TV in future to expand its market. Billing for the aforesaid services will be either time-based or volume-based. It shall provide the customer with the option to select the services through web server. Services like Video on Demand, Live and time shifted TV are one of the most new technology based entertainment channel, which is hot cake in the market. The market for interactive services is very promising in the India. Telecom operators have a great opportunity to create new revenue streams by developing and deploying services catered toward this specific market. As they increase their service offerings, telecom operators could also draw revenue from targeted advertising, according to 'IP Video Services: Analysis and Forecast.' The IP network allows real-time customer measurement, so telecom operators can build targeted advertising pieces into their bundle of services and increase customer. To realize these new possibilities, telecom operators will have to form strong partnerships with network, software, and other solutions providers to ensure the proper service infrastructure. If telecom operators want to venture into the video market, they have to do away with their 'traditional fixed-line provider' image and offer services that really excite consumers. It is through this strategy that telecom operators can build strong customer loyalty. 13.2 PROBLEMS RELATED TO THIS SERVICE BSNL is not new in the field of providing internet service yet broadband is a new technology for the company and it has to keep on improving itself to provide the best services to the consumers to keep them loyal. Philip Kotler rightly says, It is no longer enough to satisfy customers; you must delight them.
  89. 89. 89 Problems related with this service are a. Only ADSL technology is favored by the copper loop, which BSNL is using to provide this service. Taking about ADSL (Asymmetric Digital Subscriber Line) on which data stream can be upto 2Mbps in downstream and maximum 600 kbps in upstream. So in near future it will not be easy task for BSNL to provide high-speed service. b. BSNL has to face a lot of competition in this market because it holds no more monopoly. The market is full of new and players having somehow upper hand in the terms on technology in respect to BSNL. c. Reliance and Bharti Telecom companies have already spread their optical cables in many parts of the country. They will be the biggest challengers to BSNL in this market. d. Broadband is no more just providing fast connectivity. Customers want more than that i.e. services like Video on Demand, Interactive Gaming, Live and time shifted TV. The company providing best and extra services will only be the consumers first choice
  91. 91. 91 14.1 OBSERVATIONS AND FINDINGS As stated earlier there are main three types of consumers in this field and they are 1. Household consumers 2. Small Business consumers 3. Big Business consumers 14.1 WAYS TO COMPETE Now all are competing with each other on the basis of different strategies or combination of one or more strategies. But if we try to summarize the strategies then we will find that most of these are common and including all these are not more than the followings: - 14.1a PRICE: This is the basis of competition for most of the competitors in the market. Still the market is not on the way of price war. BSNL is the only one which is providing minimum package of Rs 250 per month with a 0.4 GB download/upload limit. 14.1b QUALITY SERVICE: Quality Service is the most important strategy used to compete in this market because customers is no more price centric only in India, they need better quality in the service provided to them. 14.1c DOWNLOAD/ UPLOAD LIMITS: When it comes to data transfer limit BSNL may face problem because even household customers are not very happy with 1GB limit. Some of them are providing unlimited data transfer to customers with just charging a little bit high prices, which eager customers will not hesitate to pay.
  92. 92. 92 14.1d ADVERTISEMENTS: Only Sify and Reliance is countering BSNL in market through advertisements. Others are not even bothering on doing advertisements. 14.1e PERFORMANCE: BSNL lacks on the prompt action where as others are a bit ahead in this line. BSNL takes nearly 8 10 days to install broadband in the customer s premises. But when it comes to service performance customers are happy. 14.1f DIFFERENT SCHEMES: BSNL is coming up with Content based Services: Like Video on Demand, Interactive Gaming, Live and time shifted TV in future to expand its market. 14.2 LIMITATIONS i. AREA LIMITATION: The study was limited to Pune city only. Hence findings may differ from other parts of India where I have not visited ii. NON-RESPONSE ERROR: It is almost impossible to obtain data from each & every respondent covered in sample. There are always some respondents who refuse to give information iii. LIMITED SOURCE OF DATA COLLECTION: Sources of data for collection of secondary data were limited iv. TIME CONSTRAINT: There was time constraint to this project. The project has to be completed within 2 months. v. BUSY RESPONDENT: Many times respondents were so busy that they didn t give reply. There were biased replies also. vi. OTHER REASONS: There were heavy rains during the period of survey. So there was many times problem in conducting survey & transportation,
  94. 94. 94 15.1 MARKET FEEDBACK ABOUT DATAONE (CONCLUSION): As a summer trainee in BSNL , I would like to conclude my project work on Market Potential of BSNL Broadband Service in Pune. It was really very interesting interacting with customers and have an insight into BSNLs brand image in their minds. The main aim was to know the factors & attributes of brand, and services provided by it which customer look when he goes to buy broadband connection. From the survey, overall conclusion was that people are quite satisfied with the BSNL broadband services. After interviewing 100 customers and 50 people at random I found out some of the points about DataOne which are as follows 15.1a PRICE: - Though customers find BSNL broadband service cheaper than others but they the minimum cost Rs. 250 is still costly to household customers because they get only 0.4 GB download/upload limit and Rs. 1.40 per extra Mb download which further makes this cheaper service costly. 15.1b DOWNLOAD LIMIT: - Customers find it sufficient for them, as they are still not much clear about this. General thinking of customer is that data transfer occurs only when files are downloaded and uploaded. Surfing net is not counted. But it is not true. One cannot view a website unless and until it get download on the RAM of computer. But in general a household is not only surfs but also downloads a lot. So in future when they will come across their heavy broadband bills they will not be happy, because the cost charged to them is very high i.e. Rs. 1.40 per MB once they cross their limit. The download limit must be minimum 1 GB for the plan Home 250 and making at least
  95. 95. 95 double for the other plans. Because the customer will go to those who will provide more at the least cost. 15.1c COMPULSORY LANDLINE CONNECTION: - BSNL has made it very clear that it is not going to provide broadband connection unless and until one has a landline connection. The reason behind is that they connect the computer with the same line on which the telephone is connected and the broadband is given on that telephone. But the customers are not happy. Those who are new customers and need only broadband feels that they forced to get a landline connection and due to this they have to pay more because the monthly charge for telephone is burden to them as they don t need it. They want that BSNL must start the scheme same as B-phone internet (popularly known as Plan499) in which the telephone connection is given having internet facility and customer is free from landline charges burden. 15.1d INADEQUATE INFORMATION: - BSNL staffs still lack information related to many of the questions asked by the customers. The most important question which they face is related to the rates charged by the BSNL varies largely what it advertises. The staffs do not have the proper knowledge of what charges will be charged to the customers at the time of registration for the service. At the time of registration there are four types of options, which a customer can choose, they are 1. Monthly charges for Broadband and Modem. 2. Monthly charges for Broadband and one time payment of Modem. 3. Annual charges for Broadband and one time payment of Modem. 4. Annual charges for Broadband and monthly charges of Modem. So, in the absence of clear chart with them regarding this, staffs are not aware about the correct amount and they tell the approx amount to the customers and if it varies a lot then there is a problem. To avoid these situations department must provide a rate chart to each registration center.
  96. 96. 96 15.1e TIMELY SERVICE: - Customers feel that taking 8-10 days to install broadband is a long period and the service must get started as early as possible. 15.1f FREE MODEM OPTION: - For the different plans if the customer commits for the period as per the tariff chart and pays charges in advance then they will own the modem and will not be require to return it. This is the option given to the customers in their form but as per my observation neither the staff knows about this nor the software because it has no such option. It is a serious matter and department must look into this matter because it can create serious allegation against BSNL . 15.2 WHAT BSNL MUST WORK OUT? (SUGGESTIONS): After taking to customers and staffs I suggest the following points to keep customers happy 15.2a QUICK SERVICE: - BSNL must try to provide services as early as possible and reduce the waiting list so that customer must not get irritated. 15.2b PROPER CO-ORDINATION: - Staffs of BSNL are still not comfortable with the queries of customers about this new service, as they sometimes feel dumb to some of the questions. They must get proper updating from the head office related to any changes or problems faced by the staffs.
  97. 97. 97 15.2c MONOPOLISTIC NATURE: - BSNL is still not out of its monopolistic nature. It has to realize that there is a huge competition in the market and has no more monopoly in the market. Customers do not need us anymore as they have lots of choice in the market. So BSNL must work out on the service quality where it face sever blow from its competitors. 15.2d QUALITY SERVICE: - BSNL customers generally have following complains with the company Number of days have passed yet I have not got the connection I have got an incorrect bill I have made a number of complaints but no one is hearing BSNL has to resolve them as early as possible because it affects the service quality very badly.
  99. 99. 99 16.1 REFERENCES BOOKS i. Marketing Management by Philip Kotler ii. Research Methodology by C.R Kothari iii. Company Manuals a. A House Journal of BSNL b. Annual Report 2004-2005 WEBSITES i. ii. iii. iv. v. vi. vii. viii. BSNL Pune Intranet ix. BSNL Maharashtra Intranet x.
  100. 100. 100 16.2 ABBREVIATIONS P&T -- Post and Telegraph DoT -- Department of Telecommunication BSNL Bharat Sanchar Nigam Limited C Dot Center for Development of Telematics MTNL Mahanagar Telecom Nigam Limited VSNL Videsh Sanchar Nigam Limited WLL Wireless In Local Loop GB Giga Byte Mb Mega Byte IP Intelligent Peripheral DIT Department of Information Technology
  101. 101. 101 CHAPTER-17 ANNEXURE
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