BHARAT SANCHAR NIGAM LIMITED

1. SWITCHING
BEHAVIOUR: A CASE
STUDY ON BSNL
RACHIT JAIN
B.COM (HON.)
29HBCM13

2. SWITCHING BEHAVIOUR
Switching Behaviour is a consumer behaviour
where the behaviour of the consumers differs
based on the satisfactory level of the consumers
with the providers or companies.
Switching Behaviour can be enunciated as the
process of being loyal to one service and
switching to another service , due to
dissatisfaction or any other problem.

3. FACTORS AFFECTING
SWITCHING BEHAVIOUR
 Poor Service
 Boredom
 Advertisements
 Considerations
 Competition

4. INTRODUCTION TO
BHARAT SANCHAR
NIGAM LIMITED
(BSNL)

5. BHARAT SANCHAR NIGAM
LIMITED (BSNL)
Bharat Sanchar Nigam Limited (BSNL) is an Indian
state-owned telecommunications company
headquartered in New Delhi. It was incorporated
on 15th September 2000 but it came effect from
1st October 2000.
BSNL is India’s oldest and largest communication
service provider.

6. BSNL one of the largest Indian cellular service
providers, with over 90 million subscribers as of July
2014, and the largest land line telephone provides in
the India. It has footprints throughout India except
for the metropolitan cities of
Mumbai and New Delhi, India
which are managed by Mahanagar
Telephone Nigam (MTNL) .
As of 30 June 2012, BSNL had a customer base of
27 million wireline and 72 million wireless
subscribers.

7. Chairman & MD- Anupam Shrivastava
Number of Employees- 2,38,277 as on 31st
March 2014
Revenue Rs. 271.29 billion (2013)
Rs. 279.33 billion (2012)
Net Income Rs. -78.84 billion (2013)
Rs. -88.51 billion (2012)
Total Assets Rs. 956.89 billion (2013)
Rs. 1018.35 billion (2012)
DETAILS ABOUT BSNL

8. VARIOUS PRODUCTS
PROVIDED BY BSNL
 BSNL Landline
 BSNL Mobile
 BSNL Broadband
 BSNLWLL

9. RECENT DEVELOPMENTS
 BSNL has launchedWireless Broadband
network all over India.
 It has launched the 3G facility in almost every
states in India.
 It had 12.9% market share in India and stands
as 5th Telecom operator in India and 67%
market share in ADSL services.

10. QUESTIONNAIRE, ANALYSIS
AND INTERPRETATION
Q1.Why do you want to change your service
provider ?
Q2.Which service provider you want to shift ?
Q3.Why do you want to choose BSNL as your
service provider ?
Q4.Which is the most preferred service or
product ?

11. From the above graph it is clear that majority of customers
who undertook survey is switching from BSNL due to
poor internet services provided by them.
(20percent) of people shift due to changing tariffs plan, (12
percent) people shift due to outdated technology and (8
percent) of people shift due to poor network.
0%
10%
20%
30%
40%
50%
60%
70%
Poor network Out dated
technology
Change tariff Poor internet
services
REASON FOR CHANGE
REASON FOR CHANGE

12. From the above graph it is clear that majority of the
customers who undertook survey want to switch to Airtel
(32%).
So it was found that most preferred service provider is Airtel.
Aircel holds the second place in the consumer switching
behaviour with (20percent) followed byVodafone
(16percent) , idea (12 percent) and other providers other
networks occupies 20 percent of share.
0%
5%
10%
15%
20%
25%
30%
35%
Airtel Aircel Idea Vodafone Others
Where to shift
Where to shift

13. We came to know about from the above graph is that only
(12 percent) of customer are use this network as it
provide them with excellent service and (12 percent)
customer have their other reasons.
While (40 percent) customers use this provider due to their
globally reachable network all over the country and (36
percent) customer use BSNL as their provider.
0%
5%
10%
15%
20%
25%
30%
35%
40%
Excellent service Globally reachable
network
Its economical Others
Choosing BSNL AS Service Provider
Choosing BSNL AS Service Provider

14. From the above graph it is clear that majority of customers
prefer BSNL mobile service then the rest of the services
provided by the BSNL. As (44 percent) customers love to
use BSNL mobile service.
While (24 percent) customers like BSNL land lines, (8
percent) customers like to use internet service provided
by BSNL network and (24 percent) customers prefer
BSNL broadband service rather than internet services.
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Category 1 Category 2 Category 3 Category 4
Most preferred services
Most preferred services

15. FINDINGS
 Poor internet services play a vital rate in switching from BSNL
to other service provider followed by change of tariffs and
outdated technology. Network plays a least important role in
switching behaviour.
 According to study the most preferred service provider for
switching from BSNL are Airtel, followed by Aircel,Vodafone,
Idea and other networks.
 Globally reachable network is main and key reason for
customers switching towards BSNL . Another important
reason that it is reasonable.
 BSNL mobile services are the most preferred service by
customers followed by broadband services with a sizeable
share.

16. CONCLUSION
Reason for switching network provider is due to
network coverage, customer care, services
etc.
BSNL provider should concentrate on providing
better service and network coverage and
setting tariff rates competitively.
It should attract more customers, build image
and increase loyalty among the customers.

17. THANK YOU