Customers Satisfaction towards Bsnl Services in Coimbatore City-An Analysis

Abstract

The Indian telecom industry is a sunrise industry and has been one of the major drivers of change in present economy advancements during the last decade. It has contributed significantly to the digital revolution which is being experienced by the world as a whole. It has reduced the space between the communicators with efficient and excellent add-on features. Bharat Sanchar Nigam Limited (BSNL) is one of the large telecom service providers in India. As a major player in the market studying the customer's level of satisfaction and the factors influencing the use of BSNL services by the customers, would enable the BSNL to develop an appropriate strategy to market their service. Therefore, in the present study 200 respondents using BSNL service, selected from the Coimbatore city, have been asked to provide their opinions on their level of satisfaction and factors responsible for it. Using descriptive statistics and Chi-square test it has been found that quality of the service, cost of the service and high speed internet access as a value added service, have influenced the level of satisfaction of the customers.