A SUMMER TRAINING PROJECT REPORT ON BSNL, JODHPUR Titled A STUDY ON MARKET STRATEGIES OF BSNL AT JODHPUR

In the partial fulfilment Of the award of the degree of BBA (Bachelor of Business Administration)

Rajasthan University, Jaipur SUBMITED TO: Department of management

Shekhawati College, Sikar (Raj.)

SUBMITTED BY:VIPIN MEWARA BBA 3rd Year

SUPERVISED TO:MS.NISHA POONIA MANAGEMENT OF FACULTY

ENROLLMENT NO.- 08/3051

2008 -2011

ACKNOWLEDGEMENT

Q.-5 By which media you get the information about BSNL?

Media Newspaper T.V. Magazines Radio Internet Total

No. of respondents 120 60 8 12 35 235

Percentage 50% 25% 4% 6% 15 100%

0 35 12 8 120

Media Newspaper T.V. Magazines

60

Radio Internet

Interpretation: -

As it is clear from the above graph that 30% respondents came to know about BSNL through T.V. and 60% respondents came to know from newspapers. It can be concluded that BSNL should focus their attention to Magazines and Radio advertisement.

Q.-6.Which attribute you like most in BSNL mobile service? Please give rank on scale from 1 to 5.

Responses Cheaper than other Better networking Good service Easy availability Any other Total

No. of respondents 88 48 42 38 19 235

Percentage 38% 20% 18% 16% 8% 100%

Rank 1st 2nd 3rd 4th 5th

19 38 Cheaper than other Better networking Good service Easy availability 42 Any other

88

48

Interpretation: -

As it is clear from the above graph that attribute you like most in BSNL mobile service 38%cheaper than other Rank 1st,better networking than other 20% 2nd rank, good service 18%3rd rank, easy availability 16% 4%,any other 8% 5th rank.

Q.-7. Are you satisfied from the BSNL services?

Responses Satisfied Unsatisfied Total

No. of respondents 157 78 235

Percentage 62% 38% 100%

200 150 100 50 0

157

78

Series1

Satisfied Unsatisfied

Interpretation: -

As it is clear from the above graph that 62% retailers are

satisfied from services and 38% retailers are dissatisfied from its services. This graph shows the problem related to services

Q.-8. If no, then specify your problem area?

Problems Call Drop Unclear Voice Network Busy

No. of Respondents 12 20 12

Percentage 15% 25% 15%

Connectivity problem Ineffective Agents Total

7 27 78

9% 35 100%

12 27 Call Drop Unclear Voice Network Busy 20 7 12 Connectivity problem Ineffective Agents

Interpretation: -

As it is clear from the above graph that 15% retailers not satisfied because call drop, 25% are not satisfied because of unclear voice, 15% are not satisfied because of network busy and 9% have connectivity problems and 35% of retailers are not satisfied with the agents and officials.

9. Which telecom connection do you use?

Responses Yes No Total

No. of Responses 700 300 1000

Percentage 70% 30% 100%

telecom connection

YES 70% NO 30%

Interpretation: - As it is clear from the above graph that people satisfacation 70% BSNL telecom use and 30% not use.

10. The telecom facility that B.S.N.L is providing is sufficient or not?

Responses Sufficient Not Total

No. of respondents 137 63 200

Percentage 68.5% 31.5% 100%

80 70 60 50 40 30 20 10 0 YES 68.5% NO 31.5%

BSNL telecom facility sufficent or not

Interpretation: -

As it is clear from the above graph that telecom facility that B.S.N.L is providing is sufficient 68.5% and not 31.5%

11. or clear sound and better coverage which telecom company do you think best?

Responses BSNL RELIANCE

No. of respondents 160 90

Percentage 80% 45%

VODAFONE AIRTEL

130 164

65% 82%

Series 1
4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 BSNL RELIANCE VODAFONE AIRTEL Series 1

Interpretation: -

As it is clear from the above graph that clear sound and better coverage which telecom company BSNL 80% ,reliance 45%, Vodafone 65%, airtel 82%.

12. Is it required to reduce further the call charge of mobile & landline connection of B.S.N.L.?

Responses Yes Not Total

No. of respondents 142 58 200

Percentage 71% 29% 100%

Reduce further the call charge of mobile & landline connection of B.S.N.L.

NO

Reduce further the call charge of mobile & landline connection of B.S.N.L. YES

20

40

60

80

Interpretation: - As it is clear from the above graph that people are satisfied 71% yes and 29% no.

13. Do you have land line connection, if so do you want to continue it?

Responses Yes Not Total

No. of respondents 160 40 200

Percentage 80% 20% 100%

land line connection

YES NO

Interpretation: -

As it is clear from the above graph that people are

satisfied of landline connection 80% yes and 20% no.

14. Whose general P.C.O is best?

Responses Yes Not Total

No. of respondents 150 50 200

Percentage 75% 25% 100%

general P.C.O is best

YES NO

Interpretation: -

As it is clear from the above graph that customer is

satisfied of P.C.O calls are reduce 75% yes and 25% no.

15. Any other service / facility B.S.N.L should provide?

Responses Yes Not Total

No. of respondents 110 90 200

Percentage 55% 45% 100%

Any other service / facility B.S.N.L should provide

YES NO

Interpretation: -

As it is clear from the above graph that customer are

satisfied 55% yes and 45% no.

SWOT ANALYSIS

SWOT ANALYSIS
STRENGTH
1. Established organization with government support. 2. Better coverage of network.

3. Since they have large number of telephone exchanges. So that they can give more stress on advertisement by there different place exchange representatives. 4. Very much transparent in billing for the satisfaction of all the subscribers . No hidden system of billing. 5. Customer care centres for the better services in order to reduce the problem of customer.

WEAKNESS
1. Do not provide smooth service. 2. Frequent network problem. 3. Trade union problem. 4. B.T.S disturbances. 5. Reduce in sales and lack of advertisement. 6. Lack of attraction like other providers.

OPPORTUNITY
1. They can modify their network & implement. 2. They can give more stress on their because it is a government organization. 3. They can use their huge human resource and fixed asset. 4. Infrastructure is the best than any other service provider.

THREAT
1. Increasing number of privet telecom sectors. 2. They are providing smooth and good network. 3. They are establishing their own towers in the remote corners.

4. They are engaging contract services with less remuneration. 5. Corresponding to revenue expenditure is less from other service providers. 6. The competition is increasing. 7. Other service providers are influencing the market. 8. Competitors are coming with new schemes and technologies.

CONCLUSION

CONCLUSION
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. Hence, from this report it is clear that BSNL is the best service provider in Asia. BSNL provides world class State-of-art technology telecom services to its customers on demand at competitive prices world class telecom infrastructure in its area of operation and to contribute to the growth of the country's economy. The conclusion is base done the data collected from the survey in JODHPUR city. These are as follows1. CELLONE postpaid connection has high quality to attract customer. 2. Customer cannot face difficulty to buy this postpaid connection. 3. CELLONE postpaid connection consume less time to activate. 4. Their services are better than other competitors of the market. 7. Network should problem faced was by the Prepaid Recharge card retailers who were not able to tell their problem which occurred during e topping a mobile .if the customers card didnt received the desired amount. 6. BSNL should provide more excel cards in the market with easy availability. be fast. 8. BSNL should improve customer care services.

9. BSNL should cut down services charges for ordering of connections much simpler and understandable to normal person. 10. BSNL should conduct feedback survey from their representative to

know about consumers problems.

11.

BSNL should provide such facilities, which can able to retain or

increase their legal customer rate. 12. 13. 14. 15. 16. 17. BSNL should provide new tariff information attach with their bills. BSNL should make SMS free. The suitable advertising campaign can be carried BSNL should provide mobile handset at a cheaper rate. BSNL payment should be in easy installments basis. BSNL should give training to its employees every year.

Suggestion and recommendation

Suggestion and recommendation

BSNL Cellular Service has been rated highly among the customers. The quality of service also rated as good by the customers. This should be maintained. Most of the customers opt cellular communication for their convenience. This should be considered as important factor while designing their marketing strategy. Customers are expecting more value added service like internet, E-mail, Video clips, etc. The company can make provisions for this. The signal strength is weaker in interior places: service provider should increase the signal strength. The company can look into restructuring of tariff to maintain competitive edge over rivals. The customer care centre should pay more attention in receiving and solving customers complaints. The free incoming calls are key factor for satisfying customer. The same strategy should follow in future also. As the competitors are entering this field in this town the company can formulate appropriate marketing strategy to retrain existing customers and to attract new customers. 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. BSNL may reduce the monthly rentals and also the service tax. Caller Ids should be provided immediately after the Customers requisition. Customer care of BSNL needs improvement.

APPENDIX

APPENDIX

A set of questioners is prepared keeping in mind the general awareness of TELE-COMMUNICATION as a representative on behalf of B.S.N.L. Please tick ( ) your choice able box

Q.-1. Do you sell SIM cards? (a)Yes, (b) No Q.-2. If yes, of which company? (a)BSNL (b)reliance (c)Vodafone (D)airtel Q.-3. Do you sell recharge card of all brands? (a)Yes, (b) No Q.-4. Do you sell BSNL mobile connections Pre Paid & Post Paid? (a)Yes, (b) No Q.-5 By which media you get the information about BSNL? (a)newspaper (b)T.V. (c) Magazines (d) Radio (e) Internet Q.-6. Which attribute you like most in BSNL mobile service? (a) Cheaper than other (b) Better networking (c) Good service (D) Easy availability (E) Any other Q.-7. Are you satisfied from the BSNL services? (a)Yes, (b) No

Q.-8. If no, then specify your problem area?

(a) Call Drop (b) Unclear Voice (c) Network Busy (d) Connectivity problem (e)Ineffective Agents Q.-9 which telecom connectin do you use? (a) yes (b) no Q.-10 the telecom facility that BSNL is providing is sufficient or not ? (a) Yes (b) No Q.-11For clear sound and better coverage which telecom company do you think best? (a)BSNL (b)reliance (c)Vodafone (D)airtel

Q.-12 Is it required to reduce further the call charge of mobile & landline connection of B.S.N.L.? (a)Yes, (b) No Q.-13 Do you have land line connection, if so do you want to continue it? (a)Yes, (b) No Q.-14 Whose general P.C.O is best BSNL? (a)Yes, (b) No Q.-15 Any other service / facility B.S.N.L should provide? (a)Yes, (b) No

BIBLIOGRAPHY

BIBLIOGRAPHY

1. BOOKS: 1.Nargundkar Rajendra. Marketing Research, 3rd Edition,

Published by Tata McGraw-Hill Publishing Company Limited. Place of publication: New Delhi 2. JOURNALS Date of publication: 2008

1. Business India
2. Business outlook

3. WEBSITES 1. www.bsnl.co.in 2. www.yahoo.com 3. www.google.com 4. Wikipedia