چکیده:
The telecom services have been recognized the world-over as an important tool for socioeconomic development for a nation and hence telecom infrastructure is treated as a crucial factor to realize the socio- economic objectives in India. Accordingly, the Department of Telecom has been formulating developmental policies for the accelerated growth of the telecommunication services. BSNL is a wholly owned Government of India undertaking, which provides the largest share of telecom services on fixed line networks in the country. BSNL’s land lines which were its main source of income have been coming down due to subscribers giving up land line connections in favor of mobile connections. Whereas in the rest of the world, land line has been able to find value addition through cordless telecommunication systems, the same has not been the case in India; this has affected BSNL’s fortunes vary adversely. This article attempts to analyze the BSNL consumer problems and their perceptions about services of the company. A structure questionnaire was designed and conducted the survey of the customers of BSNL, to obtain the result. In majority of the cases consumers are adverse about the services offered by the BSNL
خلاصه ماشینی:
Table1: Telecom subscribers in India (in million) Source: Annual Reports of Department of Telecommunications (2011-12) and Telecom Regulatory Authority of India (2011-12) Need for the Study BSNL is the market leader in fixed line business in the country.
The study revealed that the statement ‘large network connectivity even to rural areas’ (score 475) is the major reason to continue BSNL fixed line (table 6).
> 16 Years 8% 11 – 15 Years 18% < 5 Years 31% 6 – 10 Years 43% Figure 1: Since how long you are having BSNL connection Table 3: Details of the price package of the respondents n=450 Package ( /) Telecom Circle Total Hyderabad Karnool Vijayawada VSKP Tirupati Warangal 500 & Below 501 - 1000 1001 - 1500 Source: Primary Data 67 (14.
Table 5: Benefits from BSNL fixed lines connection compared to private company fixed line connection n=450 Particulars Telecom Circle Total Hyderabad Karnool Vijayawada VSKP Tirupati Warangal Reliable service Source: Primary Data Note: Figures in parenthesis indicate percentage to the total.
Table 6: Major reason for continuing BSNL fixed line service n=450 Particulars Score Large Network connectivity even to rural areas 475 Low rentals 261 Public sector company 048 Free calls 045 Reliable service 071 Source: Primary Data Opinion on Maintenance Services Telecom customers take fixed line connection generally to continue the service for a long period.
Table 9: Opinion on the behavior of maintenance staff Source: Primary Data Customer Complaints An attempt is made to study the reactions of customers when they are grievous over the service provided by the company.