Archives‎ > ‎

CUSTOMER ATTITUDE TOWARDS BSNL TELECOM SERVICES – A STUDY WITH SPECIAL REFERENCE TO TUTICORIN – DISTRICT (TAMILNADU)


CUSTOMER ATTITUDE TOWARDS BSNL TELECOM SERVICES – A STUDY WITH SPECIAL REFERENCE TO TUTICORIN – DISTRICT (TAMILNADU)

Mrs. R.Vishupriya* & Dr. S.Arumugasamy**

* Part-time Ph.D. Scholar, Department of Commerce, Sri Ramasamy Naidu Memorial College, Sattur

**Associate Professor, Post Graduate and Research Department of Commerce, Sri Ramasamy Naidu Memorial College, Sattur.

 

Abstract:

An attempt is made to study the customers who are using land line phone services provided by BSNL. This study is found to be important because customers are the background of a business.  Measuring customer attitude provides an indication of how successful the organization is at providing products and/or services to the marketplace. Businesses monitor customer attitude in order to determine how to increase their customer base, customer loyalty, revenue, profits, market share and survival. Customer attitude in turn hinges on the quality and effects of their experiences and the goods or services they receive. Without meeting the customers’ expectations and requirements, it is very difficult to retain the customer in the technologically advanced IT savvy world.  In order to fulfill the requirement, a study on the customers is done to find their preferences and tastes towards various fixed line phone services. This study also deals with the socio economic background of the intermediaries in relation to their Age, Gender, Marital Status, Educational Qualification, Occupation and the income earned per month and the like.

 

I INTRODUCTION

The telecommunication sector is considered as a significant instrument for socio-economic development of a country (Department of Telecommunications, 2015, a).[1] In the recent times, Indian telecommunication sector has been growing at a path breaking phase due to plethora of factors like surging domestic demand, industry friendly policies of the union government and innovative practices by various players like mobile handset manufactures and mobile service providers. Indian telecommunication sector is now the second largest network in the world, next only to China (Department of Telecommunications, 2015, b)[2].

Defying the global trend of reduced consumer spending, Indian rural consumers are on spending spree buying consumer goods and telecommunication services. So, it is a win-win-win game. For mobile handset sellers and mobile services customers it is a new hope as most of the urban markets in India are saturated, from the point of view of government is a welcome trends as it increases the tele-density in the rural area and finally for the rural customers it gives them the much needed connectivity.

In this study, an attempt is made to study the customers who are using land line phone services provided by BSNL. This study is found to be important because customers are the background of a business.  Measuring customer attitude provides an indication of how successful the organization is at providing products and/or services to the marketplace. Businesses monitor customer attitude in order to determine how to increase their customer base, customer loyalty, revenue, profits, market share and survival. Customer attitude in turn hinges on the quality and effects of their experiences and the goods or services they receive. Without meeting the customers’ expectations and requirements, it is very difficult to retain the customer in the technologically advanced IT savvy world.  In order to fulfil the requirement, a study on the customers is done to find their preferences and tastes towards various fixed line phone services.

II REVIEW OF LITERATURE

In an exhaustive study among a sample of 1102 respondents in Tamil Nadu state was conducted to measure the customer satisfaction level and analysing the reason behind the customer churn in prepaid mobile service market. It was found that aspects related to technology based services, network coverage, net speed, complaint resolution system are the driving forces behind the customer churn in prepaid mobile service market (Rajeswari and Ravilochanan, 2014)[3].

A study conducted to understand customer perception towards BSNL in Kottayam district of Kerala state found out that 59 per cent of the respondents are not aware of mobile number portability and 56 per cent of the respondents are not aware of 3G services (Menon, 2014)[4].

An exploratory study was conducted in and around Chandigarh during January and February 2014 among 140 respondents. The main aim of the study was to find main factors behind customer churn and reasons for using mobile number portability option to move to another mobile service provider. The study has identified six factors based on factor analysis, the six factors are network and services factor, tariff factor, technology factor, advertising factor, reward programme factor and external factor (Chanda and Bhandari, 2014)[5].

A study conducted among 210 mobile service users of operators Airtel, Aircel, BSNL and Reliance to find the impact of relationship marketing strategy on customer loyalty concludes that there is relationship between customer loyalty, relationship quality and relationship strategies (Balaji and Sivasubramanian, 2014)[6].

In a study was conducted among 200 mobile service subscribers in Pondicherry town to study their satisfaction level, it was found that most of the respondents are satisfied with customer care services (Santhana Raj and Anandaraj, 2014)[7].

A study conducted at Katni city of Madhya Pradesh state among landline customers of BSNL It is found that majority of the respondents were using the landline only for voice call service (Rajput, and Khare, 2015)[8].

A study conducted at Pudukottai town of Tamil Nadu state, it was found that age and gender of the customers have a significant association in the Respondents level of satisfaction (Franklin, 2015)[9].

A study conducted at Chidambaram town of Tamil Nadu state during September 2013 to December 2013 it was found that there is a significant relationships between income and amount spent for purchase of mobile handset by the respondents (Maheswari, 2015)[10].

A survey conducted among customers of BSNL, Idea, Vodafone and Airtel in Hyderabad city, India concludes that there is significant difference mobile service used by the respondents’ satisfaction. The study also identified the following critical success factor for mobile service providers price, service tariff, making complaint to company's service, service attitude, degree of understanding of service, coverage rate of business hall, phone call quality, charging level, accurate and transparent billing, network signal, quality of telecommunication, the possession of required skill and knowledge of business, feeling of charge of telecommunication (Veisi and Muralidhar 2015)[11].

In a survey conducted among 200 users of BSNL landline and broadband services in Madurai city of Tamil Nadu state, it was found that there is association between gender and level of satisfaction towards landline and broadband among the customers (Vivek and Bagavathi Sashi Kumar, 2015)[12].

A study was conducted among 775 respondents across the major cities of Saudi Arabia to study the price, service quality, brand image and trends on customer loyalty towards mobile service providers. It was found that majority of the respondents have subscribed to more than one service providers and price, service quality and brand image has direct impact on customer loyalty (Khizindar, M. Al-Azzam and Khanfar, 2015)[13].

 

III RESEARCH GAP

From the detailed analysis of previous studies conducted towards the various marketing aspects of telecommunication services, little research have been done in the area of customer attitude towards landline services provided by public sector company Bharath Sanchar Nigam Limited. An understanding about the attitude and perception of customers will be helpful in frame successful marketing strategies.  

IV OBJECTIVES OF THE STUDY

  1. To analyse the socio-economic profile of landline service customers of BSNL in Tuticorin district.

  2. To study the problems experienced by landline service customers of BSNL in Tuticorin district.

  3. To study the perception of landline service customers towards positive aspects, negative aspects and expectation aspects of BSNL service in Tuticorin district.

V SCOPE OF THE STUDY

This study provides an insight to BSNL about the attitude held by their landline service customers in Tuticorin.  The study covers landline services customers of BSNL in Tuticorin telecom district.

VI RESEARCH METHODOLOGY

The study is descriptive in nature.  Multistage sampling technique was adopted to select the sample required for the study. Tuticorin Secondary Switching Area of BSNL was selected for this study.  Primary data was collected from landline customers of BSNL in Tuticorin. .  There are 10 Common Service Centre in Tuticorin Secondary Switching Area namely, Kayathar, Kovilpatti, Srivaikuntam, Christianagaram, Kayalpatnam, Nazareth, Sathankulam, Tiruchendur, Tuticorin and Vilathikulam.  Kovilpatti, Srivaikuntam, Kayalpatnam, Tuticorin and Vilathikulam are randomly selected were purposively chosen.  For studying customer attitude towards BSNL landline services forty customers from the five common service centres are chosen.  200 samples are collected from the BSNL landline customers.  Secondary data were collected from the existing marketing literature to learn the research done in the general area in which the specific problem falls.  The tools used for analysing the data collected were Percentage analysis, Weighted average scoring method and Mann Whitney U test. 

VII FINDINGS

 The following are the findings pertaining to BSNL land line customer survey.

  • 37 percent of the customers falls in the age group of 40 to 60.  Twenty four per cent of the customers belong to the age group of 25 to 40. Though age difference does not play a vital role in mobile phone usage, it is inferred from the study that majority of the customers surveyed are under the age group of 40 to 60.

  • Among the sample respondents of the fixed line customers, males constitute the major proportion of 62 percent and the females constitute only 38 per cent. From the study, it is well-known that the males the fixed line phones used by the male members are indicated that for business purpose have the highest awareness and interest in using the mobile phones and services.

  • For using phones, no basic qualification is required. Both the literate and illiterate have realized the necessity of possessing the mobile phones. Among the respondents, majority of land line phone users’ literacy level is up to post graduation which accounts for 31 per cent; 12 per cent of the customers are diploma holders and 11 per cent of them have reached only up to higher secondary level.

  • The usage of BSNL land line or fixed line is normally depending upon occupation.  In the study, 27.5 per cent of the respondents are businessmen, 21.5 per cent of them are professionals, 19.5 per cent are Home makers,14.5 per cent are agriculturists, 17 per cent are employees either working in Government or Private.

  • 11 per cent of the respondents earn below Rs.20,000, 31 per cent earn between Rs.20,000 and 40,000, 32 per cent between Rs.40,000 and 60,000, 18 per cent between Rs. 60,000 and 80,000 , the majority of income earned by the dealers is between Rs.40,000 and 60,000 and it is a 32 per cent.

  • Six per cent of the customers belong to the nuclear family, 62 per cent belong to small size family, 30 per cent belong to  medium size family and only two per cent to large size family. If the family size is small, there will be high possibility of usage of fixed line phone for the purpose of safety.

  • 14 per cent of the respondents were living in rural area, 70 per cent of them are living in urban area, and 16 per cent of them are living in Semi Urban area.

  • 4 per cent of the respondents were living in leased house,  51 per cent of respondents are living in Own house, and 90 per cent of them are living in Rented house.

  • 10 per cent of the respondents own fixed line telephones for more than 12 years, and 41 per cent of the respondents own it for less than three years.  From this it is inferred that since Tuticorin is a city concentrating on trade people need telephones from the earlier period itself.  So the number of land line connections was formidable for long duration.  This is the same for the number of lines for less than three years, since BSNL announces so many concessions recent days to encourage the use fixed line telephones.

  • As high as 61 per cent of respondents are using pones for getting internet, 17 per cent of respondents are using it business purpose, 15 per cent of the respondents are using it for convenience of elderly people in their houses, five per cent of the respondents are using this for economical purpose and only two per cent of the respondents are using this for free calls.  None of them responded that fixed line phones are used for contact.  The reasons may be that the post paid connections are accepted as proof at various places now.

  • Most of the respondents own only one connection.  Those respondents own more than one connections are using that for either business purpose or corporate respondents.  Only one corporate respondent possess nearly nine lines and 11 per cent of the customers use two to three lines for their home as well as establishments.

  • Most of the respondents (57 per cent) prefer land line for health purpose followed by 23 per cent prefer it better network coverage and 20 per cent prefer it Broad band / Internet connections in the work place and home.

  • 96 per cent of the respondents get their connection immediately that is within 48 hours after submitting application.  Only four per cent did not get their connection after submitting the application.  The four per cent of the respondents cannot get their land line connection immediately due to no expansion program or no sufficient lines are available in a particular post.

  • Only 18 per cent of the customers got the desired number for their telephone connection and the remaining were satisfied with the number allotted to them by the exchange.

  • Majority of the respondents who are willing to get desired number for their fixed line attribute the reason to faith on numerology. Hence they are willing to pay premium charges for getting desired number.  This is followed by 16.6 per cent of the respondents got the desired numbers for having series of connections, 11.1 per cent of the respondents for prestige and for related numbers their relatives and friends possess respectively and only 5.6 per cent of respondents got desired numbers for easy remembrance and to related the numbers with the numbers of their other properties respectively.

  • The number of customers attending customer meet is only nine per cent. Since the faults are occurring only for a few customers the number of people attending customer meet is coming down very fast.  The transparency in billing system is also one of the reasons mostly correct billing and expansion of lines which reduced the delay in shifting of phones to a greatest extent.

  • 9 per cent of the respondents make cash payment, 40 pay through cheque, 10 percent pay through draft mode, 7.5 per cent pay using online payment mode, 13 per cent pay through cash counter, 15 per cent pay through post office and 5.5 per cent pay through bank.

  • Majority 51 per cent of the respondents felt that for business purpose STD / ISD connection is essential and 49 per cent of the respondents felt that ISD / STD connections are used for their personal reason.

  • 12 per cent of the customers suffer from disconnection and 88 per cent of the respondents do not suffer from any disconnection.

  • Most of the disconnection occur because of delay in bill payment.  The delay in bill payment occurs due to respondents staying out station at the time of bill payment and only four respondents replied that disconnection occurs due to technical problems like disconnection of line due to other departments or expansion.

  • Four per cent of the respondents made complaints in person, 11 per cent of the respondents complained through e-mail and 85 per cent of the respondents made complaints through help line.  Hence, it is observed that the respondents feel help line availability is more convenient.

  • All the customers report that the complaints were rectified, this may be due to the reason that number of players offering fixed line connections are also increasing so the customers are having options to switch over immediately.  Only one per cent responded that complaints are rectified very slow, 19 per cent of respondents told complaints were rectified after some time and majority responded that the complaints were attended and rectified immediately.

  • 36 per cent respondents were told about the promotional schemes through their visit to BSNL office, 41 per cent respondents become aware about the offers through advertisement, 21 percent of the respondents are aware from friends and relatives and the remaining customers become aware about the promotional schemes through other sources such as hoarding, special campaign programs internet etc.

  • Individual‘s reaction and response are based on their experience and problems faced by them while using fixed line phones. As marketing concept is built on the premise that marketing first identifies consumer needs and then develops products and services to satisfy the needs, a study is attempted to know the agreement level on the problems faced by them while using fixed line phones and there by identifying the areas for improving the services rendered for BSNL land line customers.

  • The agreement level on the problems faced by the BSNL land customers with ten dimensions such as problems faced at the time of installation of phone, problems faced after installation, problems faced with outgoing / incoming calls, problems at the time of shifting the telephone connection, problems in payment of telephone bills, dissatisfaction in rental problems, nature of faults in the telephone, problems faced while rectification of faults, subscribers expectation and subscribers level of awareness were explained.

  • Each dimensioned in the above paragraph is measuring agreement level on various statements used to constitute the particular dimension.  The agreement level is measured using five point Likert scales starting from strongly agree to strongly disagree. 

  • The measurement on first dimension problem faced at the time of installation of telephone is measured by using four statements.  The respondents agreement level on the problems faced while installation of telephone and it can be known from the analysis that most of the respondents agreed that they are not getting the latest telephone or telephone instruments as they prefer and it is followed by other factors such as extra charges / Unofficial charges, not proper installation of telephones and waiting for a long time to get a connection.  It is important to note that even though lot of efforts has been taken by BSNL they cannot fully eradicate the waiting time for getting a connection.

  • The measurement on second dimension problem faced after installation of telephone is measured by using four attributes.  They are phone getting out of orders, call cut off, wrong calls, and Noisy.  It is explained that after installation the respondents are facing certain problems because all the variables taken to measure problems faced by customers after installation of  telephone shows mean value above 2.5.  Out of the four variables phone goes out of order is ranked first with the mean value of 2.76 followed by Noisy with mean value 2.74, wrong call with mean value 2.73 and call cut off with mean value 2.61.  Majority of the respondents neither agree nor disagree on the attributes explaining the problems faced by the customers with incoming /  outgoing calls.  At the same time they are affected mainly by the variable unnecessary talk with others with a weighted mean value of 3.065, followed by cross talks with a weighted average score of 2.795, getting irritation with a score of 2.7, leakage of business secrets with a score of 2.635 and unable to contact the required person with a weighted score of 2.525.

  • The fourth dimension problems in shifting telephones are attributed to the variables too much of procedure, high charge for shifting, Awaiting for long time, Unofficial charges and no new cables.  Majority of the respondents neither agree nor disagree on the attributes explaining the problems faced by the customers when shifting of phone from one place to another place.  At the same time they are affected mainly by the variable too much procedure with a weighted mean value of 2.695, followed by high charge for shifting with a weighted average score of 2.705, Awaiting long time with a score of 2.97, unofficial charges with a score of 3.335 and no new cables with a weighted score of 3.57.

  • Majority of the respondents neither agree nor disagree on the attributes explaining the problems faced by the customers in paying the telephone bills except for the attribute telephone bills paid without talk / use.  The reasons for this may be is the increase in transparency, customers knowledge and technological advance.  In convenient working hours with a weighted mean value of 3.59 took the first place in causing the hindrances, followed by penalty for delay in paying the bill with a with a weighted average score of 3.325,  paying counters are few with a score of 3.24, long queue in the paying counter with a weighted mean value of 3.055, Insufficient time limit to pay with weighted average score of 2.84, Bills over charged with weighted average of 2.615 and Telephone bills paid without talk / use with a weighted score of 428.

  • The respondents’ satisfaction level on phone rental charges is considered to be one of the important factors.  The satisfaction level on phone rental charges is characterized by economy of rental charges, feeling of paying rental charges for only utilization and rent should be payable only for outgoing calls.

  • Majority of the respondents felt that the rental charge they are paying are not economic is evident from the weight average score value of that variable 3.66 followed by without making calls one should pay rent with weight average score value of 2.78 and rent should be paid only for outgoing calls 2.605.

  • The  problems occurred in telephone are listed out as unable to make outgoing calls, unable to receive incoming calls, ring goes on continuously even after the receiver is lifted, unable to hear the voice at other end, heavy noise and internet not connected.

  • Respondents rated the variable unable to hear the voice at other end at the first place in problems occurred in telephone followed by ring goes on continuously even after the receiver is lifted with a weighted average score of 2.98, heavy noise with a weighted average score 2.96, unable to make out going call with a weighted average score of 2.83, internet not connected with a weighted average score of 2.76 and unable to receive incoming calls with a weight average score value of that variable 2.475.

  • The possible problems faced by the respondents while telephone fault occurs are making too many remainders to rectify it, paying extra for repairing the connection, loss in business, getting irritation and stress and going for the other mode of communication.

  • Respondents rated the variable extra payment charge at the first place in problems occurred due to fault in telephone with a weighted average score of 3.115, followed by loss in business with a weighted average score 2.915, Make too many remainders to rectify it with a weighted average score of 2.865, getting irritation and stress 2.845 and go for other mode of communication with a weight average score value of that variable 2.795.

  • Due to high competition and entry of more players in telecom service make the customers to compare the services of BSNL with other players.  Hence customers of BSNL are having expectation on services offered for BSNL fixed line phones.  Some of the expectations of the customers are increasing the number of free calls, minimizing the outgoing call rates, immediate customer service, proper billing system, latest model telephones, grace period time should be extended for making bill payment. 

  • Respondent’s agreement level on various expected services are more than the average value.  The variable minimizing the outgoing call rates was rated at the first place with a weighted average score of 3.14, followed by latest model telephones with a weighted average score 3.01, grace period / time should be extended for making bill payment with a weighted average score of 3.055, Increasing the number of free calls  with a weighted average value of  3,proper billing system  with a weighted average score of 2.975, and immediate customer service with a weight average score value of that variable 2.93.

  • Due to high competition and entry of more players in telecom service it is essential for BSNL to offer value added services to the customers.  The opinion level on the value added services and extra services provided by BSNL will help it to determine it competitive ability in the market. The opinion level is measured on call rates on local / STD / ISD, rental charges, on line balance enquiry speed, grace period offer, customer care service, BSNL advertisement, information service provided by BSNL and extent of free calls.

  • Respondents rated the variable rental charges at the first place in opinion on services offered by BSNL fixed line  with a weighted average score of 3.95, followed by On line balance enquiry speed with a weighted average score 3.265, advertisement with a weighted average score of 3, information service provided with a weighted average score value of 2.95, customer care service with a weighted average score of 2.88, call rates on local / STD / ISD with a weighted average score of 2.77, grace period offer with a weighted average score of 2.575 and extent of free calls with a weight average score value of that variable 2.52.

VIII SUGGESTIONS

  • PROVIDE LATEST MODEL LANDLINE INSTRUMENT

Landline subscribers feel that BSNL have provided them old model telephones. Most of the BSNL landline subscribers are using the pushbutton model phones of the 1990s. BSNL can replace all the existing landline phones used by its customers and provide latest model landline telephone instruments with features like displaying the number of the caller (Caller ID function), loudspeaker, polyphonic ringtones, incoming call memory, outgoing call memory, mute, etc. This will give a much needed facelift to the image of landline phones. Also, this may kindle the interest of the youngsters to use landline phones.

  • CURB ON UNOFFICIAL CHARGES BY EMPLOYEES

Another complaint regarding the landline services is that a section of employees of BSNL are collecting unofficial charges for shifting landline phones and providing other services. This is not happening only in the study area, but across the country as we can see lot of such complaints from customers from various states in websites like www.complaintboard.in, www.ipaidabribe.com, etc.

Six private players viz., Bharti Airtel Ltd, Tata Teleservices Limited, Quadrant Televentures Limited, Sistema Shyam Telelink Limited, Reliance Communications Limited and Vodafone offering landline services, this kind of practices are like chasing the customers to the doorsteps of the private operators. BSNL has to take steps to educate their ground staffs like line man that effect of the practice of collecting unofficial charges for the company and for themselves.

  • CORPORATE IMAGE BUILDING 

One positive aspect from the perception of mobile service customers is that BSNL is owned by Government of India. In life insurance sector, Life Insurance Corporation of India, is still having edge over its private sector competitors by the virtue of being a Government of India enterprise. Profit making is not the sole motive of Government owned companies; the main motto is serving the citizens of the nation. This perspective can be highlighted in a series of promotional campaign to build the image of the company. 

IX CONCLUSION

The telecom services are acting as a nervous system for all walks of our modern life. The advancement of telecom services revolutionized the lives of people. The interplay of continuous innovations in technology and marketing generated new horizons of amazing services. The Indian telecom services sector experienced major reforms and transformations during the last three decades. The landline telephones are widely substituted by cost effective mobile telecom services.  The study concludes that 37 per cent of the land line customers are in the age group of 40 to 60 years and 62 per cent of the total respondents are males. 27.5 per cent of the users are business persons. 70 per cent of the respondents are from urban area. 61 per cent of the respondents are using land line phones for internet connectivity. 57 per cent of the respondents prefer land line phones over mobile phones because of health reasons. 82 per cent of the respondents report that they could not get the number preferred by them for their land line phone connection. 40 per cent of the respondents prefer to pay by cheque. 85 per cent of the respondents register their land line phone complaints through phone and 80 per cent of the total respondents report that their complaints are attended immediately. Regarding the complaints against BSNL most of the respondents feel that they were not given latest models, phone going out of order, unofficial charges for shifting phone and penalty for delay in paying bill. And finally, no significant difference between the positive and negative aspects of services provided by BSNL regarding their fixed line phone services.  

 

X REFERENCES

Books

  1. Eagly, A. H., & Chaiken, S. (1993) The Psychology of Attitudes. Fort Worth, TX: Harcourt, Brace, Jovanovich.

  2. Hitt, M.A, Miller, C.C and Colella, A (2011) “Organizational Behaviour”, New Jersey: John Wiley & Sons, Inc

  3. Huurdeman, A.A., (2003) The Worldwide History of Telecommunications, New Jersey: Wiley – Interscience

  4. Hughes, G. D., (1971) Attitude Measurement for Marketing Strategies, Illinois: Scott Foresman

  5. Lake, L (2009) “Organizational Behaviour”, New Jersey: Wiley Publishing, Inc.

  6. Panagariya, A (2008) India the Emerging Giant, New York: Oxford University Press

  7. Petty, R.E.,  Unnava,  H.R., and Strathman, A.J., (1991) “Theories of Attitude Change,” in (Eds). Thomas S. Robertson, T.S., and Kassarjian, H.H., Handbook of Consumer Behavior (Englewood Cliffs, N.J.: Prentice-Hall,), pp. 241–280.              

  8. Ribeaux, P. and Poppleton, S. E. (1978) Psychology and Work, London: Macmillan 

  9. Robbins, S.A and Judge, T.A (2013) “Organizational Behaviour”, New Jersey: Prentice Hall

  10. Schermerhorn, Jr., J.R., and Hunt, J.G., Osborn, R.N, and Uhl-Bien, M (2010) “Organizational Behaviour”, New Jersey: John Wiley & Sons, Inc

  11. Schiffman, L.G., Kanuk, L.L., Hansen, H (2012) Consumer Behaviour A European Outlook Essex: Pearson Education Limited

  12. Solomon, M, Bamossy, G, Askegaard, and Hagg, M.K., (2006) Consumer Behaviour A European Perspective, Essex: Pearson Education

Journals & Magazines

  1. Anand Shankar Raja, M and Mahesh Kumar, T (2014) “A Study on Customer Satisfaction towards BSNL with Special Reference to the City of Coimbatore”, PARIPEX - Indian Journal of Research, Vol. 3, No.9, September 2014, pp 22 - 23

  2. Aroeana, L and Michaelidoub, N (2014) “A taxonomy of mobile phone consumers: insights for marketing managers”, Journal of Strategic Marketing, Vol. 22, No. 1, pp 73–89

  3. Balaji, S and Sivasubramanian, M (2014) “Impact of Relationship Marketing Strategy on Relationship Quality and Customer Loyalty: A Case Study of Telecom Sector of Tamil Nadu”, International Journal of Recent Scientific Research, Vol. 5, No. 11, November, 2014, pp.2106-2111

  4. Banka, S (2006) “Mergers & Acquisitions (M&A) In Indian Telecom Industry- A Study”, The Chartered Accountant  Journal of Institute of Chartered Accountants of India, Vol. 55, No. 6, December 2006, pp 927 - 941

  5. Bansal, V, Singh, H and Bhatia, R (2011) “A Comparative Study of Cellular Service Provider Operating in Bathinda” International Journal of Computing and Corporate Research Vol. 1, No.3, pp 1-14



[1] Department of Telecommunications. (2015, a) Telecom at a Glance. Retrieved May 12, 2016, from http://www.dot.gov.in: http://www.dot.gov.in/about-us/telecom-glance

[2] Department of Telecommunications (2015) Annual Report 2014 – 2015, New Delhi: Ministry of Communication & Information Technology, Government of India

[3] Rajeswari, P.S, and Ravilochanan, P (2014) “An Empirical Study on Customer Churn Behavior of Indian Prepaid Mobile Services”, Middle-East Journal of Scientific Research, Vol. 21 No. 7, pp 1075-1082.

[4] Menon, S.D., (2014) “Customer Perception towards A Public Sector Telecom Company (BSNL) in Mobile Services”, International Journal of Management and Social Sciences Research, Vol. 3, No. 3, March 2014, pp 29 - 34

[5] Chanda, S.K and Bhandari, N (2014) “Determinants of Customer Switching towards Mobile Number Portability”, Paradigm, Vol. 18, No.2, pp.199–219.

[6] Balaji, S and Sivasubramanian, M (2014) “Impact of Relationship Marketing Strategy on Relationship Quality and Customer Loyalty: A Case Study of Telecom Sector of Tamil Nadu”, International Journal of Recent Scientific Research, Vol. 5, No. 11, November, 2014, pp.2106-2111.

[7] Santhana Raj, L and Anandaraj, A (2014) “Consumer Preference and Satisfaction towards Mobile Phone Service in Pondicherry Town”, GE-International Journal of Management Research, Vol. 2, No. 9, September 2014, pp.1 – 10.

[8] Rajput, S.S and Khare, M.K. (2015) “An Analytical study of Customers’ Satisfaction in Landline services in Katni City” South Asia Journal of Multidisciplinary Studies, Vol. 1, No.1. 

[9] Franklin, L.L, (2015) “A Comparative Study on Customer Preference of Mobile Service Providers with Selected Service Providers”, International Journal of Business Quantitative Economics and Applied Management Research Vol. 1, No.9, February 2015, pp.50 -69.

[10] Maheswari, V, (2015) “A Study on Brand Preference of Mobile Phone Users in Chidambaram Town” International Journal of Information Research and Review, Vol. 2, No. 2, February 2015, pp.341-345.

[11] Veisi, K and Muralidhar, (2015) “A Study on Customer Satisfaction with Reference to Mobile Service Providers in Hyderabad (India)”, Indian Journal of Fundamental and Applied Life Sciences, Vol. 5, No.2, pp. 2008-2016.

[12] Vivek and Bagavathi Sashi Kumar (2015) “Customer Satisfaction towards BSNL Landline Broadband Services in Madurai City”, Review of Research Journal, Vol. 4, No., 9, June 2015, pp 1-4

[13] Khizindar, T.M., M. Al-Azzam, A.F., Khanfar, I.A., (2015) “An Empirical Study of Factors Affecting Customer Loyalty of Telecommunication Industry in the Kingdom of Saudi Arabia”, British Journal of Marketing Studies, Vol.3, No.5, June 2015, pp.98-115

Comments