MARKET ANALYSIS OF BSNL(WIRELESS)

Market Analysis of BSNL(wireless))

OUR TEAM MEMBERS

Anwesha Sarkar

Sayan Gupta

Shailja Roy

Souvik Basu Mallick

OBJECTIVES

The objective behind our survey study is to access the customers’ experience or impression about the quality of service of BSNL.

To ascertain the market need for BSNL services in terms of tariff, customer care and channel satisfaction.

Recommendations to BSNL for improvement.

SCOPE

Geographic: Kolkata circle

Customer segment: Student, Retailer/Distributor, Trade /channel partner.

Services: GSM, Voice, data, prepaid and post paid

METHODOLOGY

1• Capture voice of customers

through questionnaire design

2 • Analyze the acquired data

3 • Identify Areas of Improvement

4 • Recommendation to BSNL

IMPLEMENTATION

No. of respondents : 150

Offline survey.

Customers’ interview.

15 questions on major areas of concern.

Observation & Analysis

CUSTOMER’S AGE GROUP & GENDER

Most of the respondents belong to the age group 22-24yrs.

Most of the respondents are male.

53%47%

GENDER

MALE FEMALE

93%

7%

AGE

20-24 25+

CUSTOMER’S PREFFERED OPERATOR

Aircel Airtel vodafone Idea Bsnl Docomo0%

5%

10%

15%

20%

25%

30%

35%

40%

14%

37%

24%

7%

12%

5%

CAUSE OF CHOOSING THE OPERATOR

Better

network

Cheap

er

Frien

ds rec

ommen

ded

Market

share

Retailer

Other

0%10%20%30%40%50%60%70%

62%

15% 11%7% 4% 1%

CAUSES OF CUSTOMER DISSATISFACTION

1020406080

10092

50 4571

37 3520

5

Cause of Customer Dissatisfaction

Low Signal Spam CallsSpam Messages Data Speed much Lower than expectedExcessive Charging All of the aboveNo issues with Service Provider Others

Call Drop & Repeat Call Lower Data speed Spam Call or Messages

ANALYSIS USING CHI SQUARE TEST

We conducted chi square test on our data to understand the dependence of customer dissatisfaction with the gender.

Null Hypothesis :H0 : Customer’s

dissatisfaction depends on gender

Test of Hypothesis :As both the variables are categorical, we use Chi

Square Test

P values : 0.3252As this value is less than 0.5, we hereby reject the

null hypothesis. The alternative hypothesis becomes true here.

MONTHLY SPENDING

Most mobile subscribers spend Rs100-300 per month for data package.

Monthly expenses for customers varies with service provider

Airtel Vodafone BSNL Aircel0

10

20

30

40

50

60Subscribers Expense

Pattern100 and below 100-300 300-600 600 and above

STRENGTHS OF BSNL

People trust BSNL

Transparent billing

Vast infrastructure

Government backing

RECOMMENDATION TO BSNL

Improvement in the Customer care service

Better Internet Connectivity

Better Quality of Service

CONCLUSION

We conducted survey to understand mobile customers.

Gathered their responses and analyzed it.

Various areas of concerns were identified.

Concerned areas has been conveyed to BSNL for improvement

of their service quality.