COMPARITIVE STUDY OF BSNL, RELIANCE AND AIRTEL

Industrial Guide: Mr. HARISH ARORA (A.G.M.) sales&marketing

Presented By: SANJAY AGARWAL

SUMMER INTERNSHIP PROJECT REPORT

OBJECTIVES OF STUDY: Which mobile service is preferred most by

the customers. Comparative measurement of customer

satisfaction level for various mobile services available in AGRA.

To understand the main problems faced by the customer while using the mobile services.

To know the features of a mobile service which attracts a customer most.

INTRODUCTION OF BSNL

On October 1. 2000 the Department of Telecom Operations. Government of India became a corporation

Bharat Sanchar Nigam Limited (BSNL). Today, BSNL is the NO.1 Telecommunications Company.

BSNL is the largest Public Sector Undertaking of India and its responsibilities include improvement of the already impeccable quality of telecom services, expansion of telecom network

introduction of new telecom services in all villages and instilling confidence among its customers.

Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity.

Contd…The telephone infrastructure alone is worth about Rs.

1,00,000 crore (US $ 21.2 billion).

Research Design:• To conduct the market research first of all it is necessary to

create a research design. A research design is basically a blue print of how a research is to be conducted.

Nature of Research - Descriptive Research Approach - Survey Contact Method - Personnel Interview Sample Size - 100 Sampling Criteria - Random Sampling Research instrument - Questionnaires

Cont…. To conduct the market research the data is collected by two source. • SECONDARY DATA Secondary data is one which already exists and is collected from the

published sources. The sources from which secondary data was collected are:

Newspapers and Magazines like business world ,business today, and Internet

• PRIMARY DATA The primary sources of data refer to the first hand information Primary

data is collected during the survey with the help of questionnaires .

ANALYSIS AND

INTERPRETATION

When surveyed about their occupation of the customer we found thatTABLE:1

45.00%

5.00%

10.00%

40.00%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

45.00%

50.00%

SelfEmployed

House Wife Service Student

When surveyed about their annual income (family combined) of the customer we found that

TABLE:-2

Market share

On our query from the customer are you satisfied with your Mobile ServiceIn Case of AirtelTABLE:-3A

In Case of BSNL TABLE:-3B

In Case of-RELIANCE TABLE:-3C

Which feature of your service provider attracts you more?TABLE:-4

When surveyed about the probability of switching to another Mobile Service we foundTABLE:-5

Switchers 67%

Loyal 33%

When surveyed about the media which effects the customer most in making their decision regarding using the mobile service.

TABLE:-6

28%

16%

43%

13%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Banners &Hoardings

Magazines T.V Friends

Do you satisfy with your call rates and connectivity of your current service providers?

IN CASE OF BSNL :-YES-47% NO-53%IN CASE OF AIRTEL:-YES-68% NO-32%IN CASE OF RELIANCE:-YES 77% NO-23%

47% 53%

53%

47%

CUSTOMER SATISFY WITH THE CALL RATES & CONNECTIVITY(BSNL)

NO

YES

68% 32%

32%

68%

customer satisfy with callrates & conectivity (Airtel)

NO

YES

Customer satisfy with callrates & connectivity(reliance)

23%

77%

NO

YES

FINDINGS :- While Studying we find that the main customer or the user

of mobile services are the Self employed persons who have there own business & other major users are the college going students.

BSNL is capture a lot of market because of its old image. but it is unable to fully take advantage of its position because of its bad service like connectivity -generally user face a problem that "all the lines of this route are busy please dial after some time" beside this BSNL management is not able to make there services available to the general, number of customer have switched towards other mobile services.

The new entered Reliance Groups Reliance Info have make there advertising campaign very effectively with the slogan that" Mera Sapna Sabka Apna" & Because of its new concept of CDMA and its rates and free services like Free SMS, Free INTERNET, Free Incoming Calls, and Free Handset attracts the customers attention immediately.

SUGGESTIONS During the project I found inconvenience

faced by the customers which can be removed by taking necessary steps.

Company should encourage to solve the customer complaint customer satisfaction should be the ultimate aim of the organization so customer complaints should be removed.

Promotion by local advertisement & on electronic media more as to print media as it is the biggest media to reach common customer.

Companies should also start promotional schemes for the customer.

To attracts the customer the firms should improve the range of there signals in the city.

The companies should try to increase there capacity to solve connectivity problem.

RECOMMENDATIONS The marketing personnel should give complete feedback

with logical rejoining from the market to increase service standards.

For a particular order particular person should be made responsible not a group as a whole this will increase the commitment of that person towards the work and would make him feel more responsible towards an order.

Marketing people should be given incentives for each order they bring to the company. It could be a fix percentage.

The local persons are appointed more in the field of marketing to attracts the customer.

QUESTIONNAIRE•Name : _____________________________________________________•Address : ___________________________________________________•Phone / Mobile No. : ________________________________________•Sex : Male [ ] Female [ ]•Professional : Service [ ] Self Employed [ ]Professional [ ] Student [ ]Housewife [ ]•Monthly House Hold Income (RS)? > 5000 [ ] 5-10,000 [ ] 10-15,000 [ ]•Which mobile service you use?Airtel [ ] BSNL [ ]Reliance [ ]•How you came to know about your service provider?Banners [ ] Magazines [ ]T.V. [ ] Friends [ ]•Which mobile service you prefer?Prepaid [ ] Postpaid [ ] •Are you satisfied with your current service provider?Yes [ ] No [ ]•Which feature of your service provider attracts you more?Connectivity [ ] Free SMS [ ]Price [ ] Free Chatting [ ]Free Roaming[ ] E-mail [ ]Group Massaging [ ] Call Divert [ ]•Why you preferred this service?Connectivity [ ] Free SMS [ ]Price [ ] Free Chatting [ ]Free Roaming [ ] E-mail [ ]Group Massaging [ ] Call Divert [ ]

THANK YOU