The document discusses customer satisfaction with BSNL products and services in India. It aims to understand customer preferences for landline and mobile services, ascertain customer satisfaction levels, and suggest guidelines to help BSNL provide better focused services. A questionnaire was designed and primary data was collected through surveys to analyze customer opinions, satisfaction levels for specific services, and brand awareness/loyalty to conclude brand equity. Suggestions include increasing service quality, introducing promotional activities, strengthening advertising, improving availability of SIM cards and broadband speeds, and focusing on value-added plans to attract customers in competitive markets. The conclusion is that BSNL must understand evolving customer expectations to excel against competitors in the communications industry.
a study on advertising in jio and its impact on customersmehul chopra
its the internship report on how the advertising in jio is done and what are its impact on the customers. this is a primary research done by me as i have done the internship in jio rajasthan in the head office sdm team
Market Analysis and a Detailed Study of Leading Cloud Telephony and SMS Gatew...IJSRD
The process in an IT service provider company depends on the products and the services it is providing to the customers. As there are many competitors present in the market with same services This Company wanted to have a different quality which separates them from other competitors. This Project is about the study of wireless services provided by the telecom industry which consist Cloud telephony and SMS gateway. Many different products come under cloud telephony and SMS gateway. A detail study of the products like IVR Studio, Integrated analytics, API integration, Miss Call Solutions, Call Forwarding and Conferencing Services & SMS Services like SMS Short Code, SMS Long Code, Enterprise Messaging solutions, Mobile Marketing, Email2SMS, are done in this project. And also a detailed study on the company Competitors and their Products are conducted. As compared to others the services provided by the company was at a lower price with good quality and 24/7 available support team and constant up gradation with new technology. This survey was made to find out whether the customers using the services are happy and satisfied comparing with the competitors’ products for Pricing, Quality and Customer Support.
a study on advertising in jio and its impact on customersmehul chopra
its the internship report on how the advertising in jio is done and what are its impact on the customers. this is a primary research done by me as i have done the internship in jio rajasthan in the head office sdm team
Market Analysis and a Detailed Study of Leading Cloud Telephony and SMS Gatew...IJSRD
The process in an IT service provider company depends on the products and the services it is providing to the customers. As there are many competitors present in the market with same services This Company wanted to have a different quality which separates them from other competitors. This Project is about the study of wireless services provided by the telecom industry which consist Cloud telephony and SMS gateway. Many different products come under cloud telephony and SMS gateway. A detail study of the products like IVR Studio, Integrated analytics, API integration, Miss Call Solutions, Call Forwarding and Conferencing Services & SMS Services like SMS Short Code, SMS Long Code, Enterprise Messaging solutions, Mobile Marketing, Email2SMS, are done in this project. And also a detailed study on the company Competitors and their Products are conducted. As compared to others the services provided by the company was at a lower price with good quality and 24/7 available support team and constant up gradation with new technology. This survey was made to find out whether the customers using the services are happy and satisfied comparing with the competitors’ products for Pricing, Quality and Customer Support.
A study of bajaj finserv consumer durable loan procedure VeshankKamle1
A Bajaj Finserv internship report should provide a comprehensive overview of your internship experience at Bajaj Finserv. Here's a general structure and description you can follow:
1. **Title Page:**
- Include your name, the internship title, the name of Bajaj Finserv, and the date.
2. **Table of Contents:**
- List the sections and page numbers for easy navigation.
3. **Executive Summary:**
- Summarize the key points of your internship, including your role, responsibilities, and major achievements.
4. **Introduction:**
- Provide an overview of Bajaj Finserv, its industry, and the purpose of your internship.
5. **Company Background:**
- Describe Bajaj Finserv's history, mission, values, and key operations.
6. **Internship Objectives:**
- State the specific goals and objectives you aimed to achieve during your internship.
7. **Roles and Responsibilities:**
- Detail your job description, the department you worked in, and your daily tasks.
8. **Projects and Accomplishments:**
- Highlight the projects you worked on, the problems you solved, and the results you achieved.
9. **Skills and Knowledge Gained:**
- Explain what new skills, knowledge, and experiences you acquired during the internship.
10. **Challenges Faced:**
- Discuss any obstacles or difficulties encountered and how you overcame them.
11. **Learning and Development:**
- Reflect on your personal and professional growth during the internship.
12. **Recommendations:**
- Suggest improvements or changes based on your internship experience.
13. **Conclusion:**
- Sum up the key takeaways from your internship.
14. **Appendices:**
- Include any supporting documents, such as graphs, charts, or samples of your work.
15. **Acknowledgments:**
- Thank your mentors, colleagues, and the organization for the support and guidance.
16. **References:**
- Cite any sources or references used in your report.
17. **Personal Reflection:**
- Offer a personal reflection on your overall experience and how it has contributed to your career goals.
Remember to use clear and concise language, provide evidence of your contributions, and include any data or results that showcase the impact of your work. Additionally, tailor the report to the specific guidelines provided by your internship coordinator or supervisor.
[Project] Customer experience and buying behaviour in e-commerce sitesBiswadeep Ghosh Hazra
The growing usage of internet in India provides an extremely lucrative market for many retailers and businesses. If e-retailers get to know the factors that broadly affect online behaviour, and the corresponding relationships between the type of online buyers and these factors, then they can further fine tune their marketing strategies to convert potential customers into permanent customers, while keeping the existing online ones.
This project on consumer behaviour is a part of a study, that broadly focuses on the factors which Indian online buyers keep in mind while they are shopping online. The research conducted found that Customer Service, Customer Review/Recommendations and Discount/Offers are the three dominant factors that influence online consumer perception. Consumer behaviour is an applied discipline because some decisions are significantly affected by their expected actions. The two perspectives that demand application of its knowledge are societal and micro perspectives. Internet is changing the very method consumers shop, buy goods and services, and has rapidly become a global phenomenon.
Today all companies must use the Internet with the goal of cutting marketing costs, and at the same time, received quantitative information; thereby reducing the price of the services and products, the companies offer. High competition compels companies to continuously look for cost cutting measures. Companies also use internet to communicate, convey and disseminate information, to take feedback, conduct satisfaction surveys with customers and most importantly, to sell the product.
Based on the findings of the study, it will be concluded that there is still room for growth in after sales services and customer loyalty management as many marketers and product managers, especially in IT market, have not fully grasped and made use of the whole potential of after-sales service and the strategic importance of the management of customer loyalty for corporate profitability given the inputs of after sales services
This research paper considers the understanding of the customers’ satisfaction towards and perceptions towards D-mart;. Specifically this research will seek to identify which factors effect on satisfaction.
The purpose of this study is to find out overall satisfaction towards Dmart. Some people are satisfied about price, some people about product variety. Research was done through questionnaire and discus with some customers in college campus who are customers of D-mart. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in D-mart. Data was collected from D-mart in akurdi, pune. The study examined the importance of overall dimensions and specific elements of customer satisfaction towards the measurement of satisfaction levels.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
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Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
1. INTRODUCTION
In today’s intensely competitive, rapidly changing and highly complex
environment characterize by diminishing customer loyalty, the need to be
market –focused and customer centric is more critical than any other time in
past. It is highly imperative for every organization to retain and use valuable
information about their customer to enhance their business strategies and
product and service offerings. Today, the key focus area of much organization
is identification of a link between customer satisfaction and performance.
However, satisfaction as the confirmation of expectation has started to be
conceptualizing almost as a threshold for customers. The delivery of
satisfaction is the minimum the customer expects.
This project is totally focusing on the consumer preferences
towards different sales promotion techniques means which sales promotion
technique is mostly preferred by the customer in the city of Indore (Madhya
Pradesh). As the sales promotion techniques are used for the marketing of the
product so the research has done in the area of marketing.
Today every firm is facing the situation of cut throat competition.
So it becomes very important for every firm to promote its product otherwise
it cannot survive in the market. These techniques are used in the marketing of
product in the last stage which is called retailing.
The customers are very important and play a crucial role in any process of
marketing. Today, customers are the kings of the market because the
customer loyalty and customer preference are built by the products and the
services offered to the customers and they seek for the more benefits and
money’s worth for the amount they spend. That is where the concept of
customer preference and consumer behavior comes because the customers
make the marketers to rethink about designing the products and services.
They have to think about the market segmentation, market strategies,
consumer behavior, consumer’s tastes, consumer’s lifestyle etc also. Many
marketers are smart enough to understand consumers’ needs, wants and
demands and perform beyond their expectations i.e. they delight them. It
2. provides them growth, profitability and creativity with lot of inventions.
A STUDY ON CUSTOMER SATISFACTION FOR BSNL
PRODUCTS AND SERVICES
Primary Objective
A study on customer satisfaction for bsnl products and services and its role in
building brand equity for the company
Secondary objective
To ascertain the Customers preferences of Land line and Mobile Services.
To ascertain the Customers Satisfaction level for Mobile services as well as
Land line Services.
To analyze the Customer opinion and satisfaction with specific reference to
BSNL.
suggest some guidelines to BSNL in order to provide better focused
To
services.
To determine the status of brand awareness and brand loyalty in order to
conclude
about brand equity.
To learn about the brand attributes and their preferences in BSNL.
SCOPE OF THE STUDY
This research study is useful for BSNL to understand the expectations and
requirements
for Customers and can serve them in a better way.
3. DETAILS OF COMPANY
1 Particulars of organisation
Incorporated on 15.9.2000, vide Registration No. 55-107739, dated the 15th
September, 2000
and became entitled to commence business with effect from 19th September,
2000.
2 Date of incorporation:
The Company (BSNL) took over the .business of providing telecom services and
network
management throughout the country except the metro cities of Delhi and
Mumbai of the
erstwhile service providing departments of the Govt. of India, i.e., the
Departments of
Telecom Services and Telecom Operations i.e. 1.10.2000 pursuant to an MoU
signed
between the BSNL and the Govt. of India.
3 Type of company
Government Company under Section 617 of the Companies Act, 1956.
4 Administrative ministry
Govt. of India, Ministry of Communication and Information Technology,
Department of Telecommunications.
4. 5 Objectives of the company
As set out in the objects clause of the Company’s Memorandum of Association.
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, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT,
VoIPservices, IN Services etc. Presently it is one of the largest & leading public
sector units in India.
To be a lead Telecom services provider.
Build customers confi dence 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.
Research Methodology:
DATA SOURCE:
In this study Primary data and secondary data have been used. Secondary data
have been collected from Internet.
RESEARCH APPROACH:
Primary data have been collected through surveys. Personal interview
technique has been used for conducting the survey. Data collection has been
done through the use of structured questionnaire
Methods used in Primary data collection are-
1. Observation method
2. Personal interview
3. Telephone interviews
4. Mail survey
5. Questionnaire method
Methods used in secondary data collection-
5. Secondary data can be obtained from internal sources as well as external
sources.
Internal sources-
1. Sales record
2. Marketing activity
3. cost information
4. distributor report
5. customer feedback
External sources-
1. Government publications
2. journals
3. publication of trade association
4. books
5. magazines
6. newspapers
7. Annual reports
8. research reports
9. Internet
Data collection Techniques Used in Research-
Primary data collection Technique
1. Personal interview
2. Questionnaire method
The widely used method especially in case of surveys. It is used to obtain
objective & qualitative data. The list of questions is sent to different units of
population to get their response to obtain standardised result that is tabulated
& treated statistically to reach at particular solution
BSNL CUSTOMER SATISFACTION
Internal sources-
1. Marketing activity
6. 2. Distributor feedback
3. Customer feedback
External sources-
1. Books
2. Magazines
3. Newspapers
4. Internet-
Data presentation
After data collection, the role of survey is classification & tabulation of data.
Data is classified in tabulated form for sake of effectiveness. This tabulated
data is then presented in graphical & diagrammatic forms like bar diagram,
column diagram ,pie charts....
Development of hypothesis
Hypothesis is generally considered as the principle instrument in the research
process.
The basic aim of the development of the research hypothesis is to study the
information in the present and then analyse the flows in it and rectify the
situation to gain the advantage in future. Hypothesis made generally enables
the researcher to analyse the population parameters.
A hypothesis is a proposition that attempts to explain a set of facts in a unified
way. It generally forms the basis of experiments designed to establish its
plausibility. Simplicity, elegance, and consistency with previously established
hypotheses or laws are also major factors in determining the acceptance of a
hypothesis. Though a hypothesis can never be proven true (in fact, hypotheses
generally leave some facts unexplained), it can sometimes be verified beyond
reasonable doubt in the context of a particular theoretical approach. A
scientific law is a hypothesis that is assumed to be universally true.
The hypothesis defined must have following characteristics
1. It must be clear and precise
2. It must be capable of being tested
3. It must state the relationship between variable
4. Hypothesis must have limited scope and must be specific
5. It should be simple and understandable and must not have any ambiguity
6. Hypothesis must be consistent with the known facts
7. It must be in accordance with the time allotted for carrying out the research
7. Analysis of data
Analysis of the data is carried out after classifying the given data and
presenting it in to various forms as discussed above.
The analysis is carried out by defining the suitable hypothesis and applying
various statistical tools as listed below
1. Chi-square test
2. T-test
3. F-test
4. Z-test
5. ANOVA.
The test is applied as per the requirement of the research and the nature of
the data collected.
The data is collected in qualitative and Quantitative form. The table values are
compared with the calculated value to arrive at the conclusion. And based on
these conclusion the various recommendations are drawn.
Study on customers Satisfaction:
Designed Questionnaire
Bharat Sanchar Nigam Ltd
Name : - _______________________________________
Age____________________
Gender:-
Male Female
Occupation: -
______________________________________________________________+
1. Are you aware of BSNL Services?
Yes No
2. Which of the following Landline Services you are using currently
a. BSNL b. Tata Indicom c. Reliance d. Airtel.
e. Any other please mention.
3. How familiar are you with BSNL Services
a. Very familiar (use on regular basis).
b. Some what familiar (use it only some times).
c. Familiar but never used it.
d. Never heard of service before.
8. 4. Rate the Performance of BSNL
1 2 3 4 5 6 7 8 9 10
Very Poor Excellent
5. Do you find difficulty in "Consumer service Centres" of BSNL
Yes No
6. Have you asked For duplicate Telephone bills when the original bill is not
received
Yes No
7. How frequently do you wait in queue for your query
Mostly Rarely Never
Yes No
9. Rate the BSNL on the following grounds
Excellent Good SatisfactorY Poor Very Poor
BRAND
Excellent Good Satisfactor
y Poor Very
Poor
Quality
Affordability
Availability
Services
10. Do you use any other services if yes then compare them on the basis of
following parameters BSNL
Excellent
Good
SatisfactorY
Poor
Very Poor
11. How satisfied are you with the Tariff plan of BSNL
a. Highly satisfied b. satisfied c. Neutral d. dissatisfied
9. e. Highly dissatisfied
9. How satisfied are you with the network of BSNL
a. Highly satisfied b. satisfied c. Neutral d. dissatisfied
e. Highly dissatisfied
12. How satisfied are you with the cost of BSNL
a. Highly satisfied b. satisfied c. Neutral d. dissatisfied
e. Highly dissatisfied
13. Rate the last three services that are provided at BSNL Service centre Other
Excl
Good
Satisfactory
Poor
Very Poor
14. How long are you using the BSNLservices?
Less than 1 year 1 - 3 year 3 - 5 year
5 - 10 year More than 10 year
15. How do you recommend BSNL services to others
1 2 3 4 5 6 7 8 9 10
16. Rate the treatment given at the BSNL Customer Service Centre
1 2 3 4 5 6 7 8 9 10
Very Poor Excellent
17. Rate the BSNL service Centre as far as organizing is concerned (Layout of
the Service
Centre )
1 2 3 4 5 6 7 8 9 10
18. Compared with others would you say that BSNL is
a. Much better b. Some what better c. About the same
d. Some what worse. e. Done to know (or) Never used.
10. SUGGESTIONS
➢ From the research study, it has been found out that the Customers are very
particular about the Quality of the Telecom services and hence they want BSNL
to increase the Quality of BSNL services by providing the Customers with some
Value added services (Plans & schemes).
➢ BSNL may also introduce some sales promotion such as cash discounts;
Quality discounts hence the promotional activities would further strengthen
the market share of the Company.
➢ It seems that audio visual advertising specially new advertises of BSNL on
television plays an important role to come in focus in front of customers, while
outdoor adds like on state transport buses, banners while in case of print
advertising in newspapers also shows good response from customer. So
company can strengthen its presence by Focussing on such types of
advertisements.
➢ Basic strength for BSNL is Availability and trust of the customer on the same
platform company should make efforts to be in leadership position because
Telecom sector today is very competitive due to presence of strong players &
entry of new players.
➢ Company can also promote performance of Franchisee’s by giving good
profit margin on sale of products & services which will be helpful to increase
sale as distributor & retailers are close to end customer &they are well aware
of customer’s requirements & expectations.
➢ BSNL service in the respected area always seems to be successful in winning
11. customers trust by providing good service on the same platform company can
grab more market by providing some Value added services, schemes, plans in
rural areas.
Because all the private players are capturing market on the basis of Value
added services & affordability.
➢ BSNL SIM cards should be made available in retailer shop, because after
study it found that when customer want to purchase BSNL SIM then he/she
have to approach BSNL exchange in the area.
➢ Sometime customers have to wait for some days on application for service
but private players provides service on the same day of application, so efforts
should be made to provide service within a day. Because the extensive time lag
between submission of application and receiving of a telephone connection
had made some respondents switch over to other service providers.
➢ College going students and also some professionals switch to other services
due to attractive plans of private players. The attractive plans are like free calls
& mobileinternet played an important role to grab market so BSNL should
focus on such plans to attract the customers.
➢ Today most of the customers are using mobile internet (GPRS/WAP/MMS).
But BSNL is not strong in such plans to attract the customers due to low
internet speed & more charges compared to competitors so these plans should
be made available at affordable rate & good speed.
➢ When customer apply for BSNL broadband service then he/she have to wait
for about 10-15 days to get service so most of the customers specially needy
customers do not prefer BSNL broadband so effortsmust be taken to provide
service as soon as possible.
➢ Most of the customers are not aware of all type of plans & schemes so
awareness is low regarding the plans so BSNL should make the efforts to the
larger extent to the customer.
➢ BSNL may reduce the monthly rentals of landline service.
Conclusion:
12. BSNL being a public sector, in order to thrive and excel, have to understand
about the Customers expectations.
They also have to understand about their competitors and their nuances in
understanding their Customers.
Since Communication industry is a very competitive one it is high time for BSNL
to understand about their Customers in Landline as well as Mobile services.
Wibliography
1. http://www.bsnl.co.in/company/growth.htm
2. www.google.com
3. www.wikipedia.org.
4. www.bsnl.co.in