31-07-2014, 10:25 AM
A Retailer Satisfaction Survey of BSNL in Kanpur Zone
A Retailer Satisfaction.pdf (Size: 1.92 MB / Downloads: 41)
ABSTRACT
The Indian telecommunications industry is one of the fastest growing in the world. According to the Telecom
Regulatory Authority of India (TRAI), the number of telecom subscribers in the country reached 621.28 million
as on March 31, 2010, an increase of 3.38 per cent from 600.98 million in February 2010. With this the overall
teledensity (telephones per 100 people) has touched 52.74.The wireless subscriber base has increased to 584.32
million at the end of March 2010 from 564.02 million in February 2010, registering a growth of 3.6 per cent.
This paper objective is highlights the satisfaction level of retailers towards BSNL services. I used descriptive
research to collect data through convenience sampling. I concluded that BSNL services were good but
competition was strong. Company should try to enhance in technology and give fast services to customers.
INTRODUCTION
The Indian telecommunications industry is one of the fastest growing in the world. Telecom Regulatory
Authority of India (TRAI) announced the number of telephone subscriber base in the country reached 653.92
million as on May 31, 2010, an increase of 2.49 per cent from 638.05 million in April 2010. With this the
overall tele-density has touched 55.38. The wireless subscriber base has increased to 617.53 million at the end
of May 2010 from 601.22 million in April 2010, registering a growth of 2.71 per cent. The Indian telecom sector
is expected to witness investment of around US$ 40 billion during the current fiscal, as per the Telecom
Equipment and Services Export Promotion Council. With the development of 3G, expansion of the current
networks and widening of Broadband Wireless Access (BSA) network, the investment in the sector is likely to
increase from the US$ 20 billion witnessed last year. The domestic telecom market has been attracting huge
amounts of investment which is likely to accelerate with the entry of new players and launch of new services.
According to the Department of Industrial Policy and Promotion (DIPP), the telecommunications attracted
SCOPE OF THE STUDY
The study helped the researcher in understanding the retailers’ viewpoint with regard to services,
facilities, connectivity etc.
The study basically consists of survey of the retailer who deal with users, and collection of their
suggestions for betterment of the services. On the basis of analysis the company can improve the
services and can make long term competitive consumer friendly strategies.
SUMMARY AND FINDINGS
100% retailers sell all sim cards.
45 Hutch connection, 20 Airtel connection, 40 BSNL connection and 130 Reliance connections are being
sold.
80% retailers sell recharge card of all the brands.
75% of retailers are interested in selling BSNL Connections.
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.
62% retailers are satisfied from services and 38% retailers are dissatisfied from its services. This graph
shows the problem related to services
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.
48% respondents are satisfied from grievances handling system and 52% respondents are not satisfied. This
CONCLUSION
The Indian Telecommunications network with 621 million connections (as on March 2010) is the third largest in
the world. The sector is growing at a speed of 45% during the recent years. This rapid growth is possible due to
various proactive and positive decisions of the Government and contribution of both by the public and the
private sectors. The rapid strides in the telecom sector have been facilitated by liberal policies of the
Government that provides easy market access for telecom equipment and a fair regulatory framework for
offering telecom services to the Indian consumers at affordable prices. Presently, all the telecom services have
been opened for private participation. The Government has taken following main initiatives for the growth of
the Telecom Sector