A Study on Customer Satisfaction on Bsnl Mobile Services

15977 Words64 Pages

1.1 Statement of Problem

A study has been conducted in order to understand the Customers opinion and Satisfaction level of Mobile Services of BSNL in East Godavari District, researchtitled“A STUDY ON CUSTOMER SATISFACTION FOR BSNL MOBILE SERVICES IN RAJAHMUNDRY REGION”has been conducted.

1.2 Importance of the Study

In today's competitive business world and challenging economy, retaining your customer base is critical to your success. If you don't give your customers some good reasons to stay, your competitors will give them a reason to leave. Customer retention and satisfaction drive profits. It's far less expensive to cultivate your existing customer base and sell more services to them than it
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* This research was conducted from July 2012- August 2012.

* The respondents from Rajahmundry, Kakinada and Pithapuramhave been taken for this study and hence the scope of the study is limited to BSNL customers of Rajahmundry division.

1.5 Research Methodology


In this study Primary data and secondary data have been used. Secondary data have been collected from Internet and company.


Primary data have been collected through surveys.Data collection has been done through the use of structured questionnaire.


Convenient Sampling method has been adopted for this study.

* Researcher has taken respondents from Rajahmundry,Kakinada and Pithapuram for this study.

* The researcher has chosen 195 from Rajahmundry, 107 from Kakinada and 68 from Pithapuram.

* The researcher had prepared a Questionnaire both open and close ended questions to elicit responses for the following areas:

i. Location. ii. Age. iii. Occupation. iv. Monthly Income. v. Mobile Usage. vi. Mobile service Usage. vii. Feedback on the various services provided by BSNL

1.6 Limitations of the Study

* Study had been conducted only in a few areas of
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