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International Journal of Business Management & Research (IJBMR) ISSN 2249-6920 Vol. 2 Issue 4 Dec - 2012 13-20 © TJPRC Pvt. Ltd.,

A COMPARATIVE STUDY OF SERVICE PROVIDERS BSNL AND AIRTEL OPERATING IN GWALIOR DIVISION INDIA

1R.C.UPADHYAYA & 2VASHUNDHRA SHARMA 1Prof.Commerce Department, GOVT.K.R.G.College, Jiwaji University, Gwalior(M.P.), India 2P.hd Scholar, Jiwaji University, Gwalior(M.P.), India

ABSTRACT

In the today’s competitive world communication plays a very important role. communication have become an integral part of the growth, success and efficiency of any business. This is the technology that gives a person the power to communicate anytime, anywhere. Due to advancement in technology, now communication becomes easy and faster.

India's telecom sector has shown massive upsurge in the recent years in all respects of industrial growth. From the status of state monopoly with very limited growth, it has grown in to the level of an industry. , whether fixed or mobile, is an essential necessity for the people of India. This changing phase was possible with the economic development that followed the process of structuring the economy in the capitalistic pattern. The stupendous growth of the telecommunication companies in India over the last fifteen years can be attributed to the liberal government of India, economic policy. In this research paper, special emphasis has been laid over the comparative analysis of telecom companies AIRTEL and BSNL by using primary sources of data in Gwalior division of madhyapradesh . For the completion of efficient research work, descriptive and exploratory research design has been used which further conclude that BSNL is having weak performance as compared to Bharti Airtel . Trends of previous 5 years in Gwalior division have shown that BSNL company has slowly deteriorated its position.

KEYWORDS: Broadband ,Customer Satisfaction,Wireline,

INTRODUCTION

Telecommunication is the transmission of information over significant distances to communicate. In earlier times, involved the use of visual signals, such as , smoke signals, telegraphs, signal flags, and optical , or audio messages via coded drumbeats, lung-blown horns, or sent by loud whistles, for example. In the modern age of and electronics, telecommunications now also includes the use of electrical devices such as telegraphs, , and , the use of and communications, as well as fiber optics and their associated electronics, plus the use of the orbiting satellites and the .A revolution in wireless telecommunications began in the first decade of the 20th century with pioneering developments in wireless radio communications by and .

Marconi won the Nobel Prize in in 1909 for his efforts. Other highly notable pioneering inventors and developers in the field of electrical and electronic telecommunications include Charles Wheatstone and (telegraph), (telephone), Edwin Armstrong, and (radio), as well as and (). The world's effective capacity to exchange information through two-way telecommunication networks grew from 281 petabytes of (optimally compressed) information in 1986, to 471 petabytes in 1993, to 2.2 (optimally compressed) exabytes in 2000, and to 65 (optimally compressed) exabytes in 2007. This is the 14 R.C.Upadhyaya & Vashundhra Sharma informational equivalent of 2 newspaper pages per person per day in 1986, and 6 entire newspapers per person per day by 2007. Given this growth, telecommunications play an increasingly important role in the world economy and the worldwide telecommunication industry's revenue was estimated to be $3.85 trillion in 2008. The service revenue of the global telecommunications industry was estimated to be $1.7 trillion in 2008, and is expected to touch $2.7 trillion by 2013.

The telecom sector reforms were undertaken in three phases. The first phase began in the 80’s, when private manufacturing of customer promise equipment was given a go-ahead in 1984. A proliferation of individual STD/ISD/PCO network also took place throughout the country by way of private individual franchises. Maharashtra Telephone Nigam (MTNL) was created out of the department of telecommunication (DOT) to handle the sectors of Mumbai and Delhi respectively. A high powered telecom commission was set up in 1989. Later Videsh Sanchar Nigam (VSNL) became the international service provider catering to telecom services originating from India. The second phase of reforms commenced in 1991 with the announcement of new economic policy. The government delivered the manufacturer of telecom equipment in 1991. It also ahead up radio services in 1992. In 1994, basic was opened to the private sector by granting operating licenses to six companies. Also part of the second phase was the introduction of the National Telecom Policy 1994. It emphasized universal service and qualitative improvement in telecom services among other objectives. An independent statutory regulatory was established in 1997, Internet services were opened up in 1998.

The third phase & reforms began with the announcement of the new telecom policy in 1999. The theme of NTP was to usher in full competition through a restricted entry of private players in all service sectors. The policy favored the migration of existing operators from the era of fixed license fee regime to that of revenue sharing. The policy further declined the strengthen of the regulator opening up of international long distance (ILD) and National Long Distance (NLD) services to the private sector and corporation of telecom services. The year 2001 witnessed the entry of private operators in offering basic telephony and NLD services.

The telecom sector began witnessing a trend of growth with these reforms basic services were opened for unlimited competition more licenses were issued to the private sector for cellular services. There has also been a considerable increase in the rate of tale density. The telecom sector has thus completely changed both in terms of coverage and efficiency of services. Provision of a demand, digital telephone, exchanges and the acceptability of optic fiber and wireless technology are a few instances of the change that took instances of the change that took place in the industry.

Cellular telephone services have achieved great commercial success; because users recognize the mobile telephone access can improve productivity and enhance safety. A new subscriber is opting for cellular services for personal security, safety and convenience. Increase in demand and the poor quality of existing telecommunications landline services. Mobile service providers will be benefited from the research, the ways to improve their quality of service and to support more users in their system. The present study has been made to identity the customer’s attitude towards cell phones ,telephones,broadband services of BSNL and AIRTEL in Gwalior Division. Many private operators have entered in to the cellular segment to provide services. It has brought heavy competition in to the market. They have to find out the customers attitudes towards this service which could be useful to formulate new strategies policy and market their services in a better way.

RESEARCH METHOLOGY

Primary data was collected through observation, questionnaires and interviews. Along with Filling up of questionnaire interviews in local language with customer was done. The data is selected as a major primary data collection

A Comparative Study of Telecommunication Service Providers 15 Bsnl and Airtel Operating in Gwalior Division India method, since the aim of the study is the customers perceived service quality and how it is related to customer satisfaction our main focus is thus the customer.

Study Methodology

The study was conducted in two modules. The first module (subjective survey) was undertaken to gauge the subscriber feedback on quality of service by way of a large sample based field survey. The second module (objective assessment) involved auditing of the QoS monitoring records of telecom operators.To gauge the level of satisfaction of subscribers with the quality of service provided by the service providers, interviews across a large sample of subscribers for Basic (Wireline), Cellular Mobile (Wireless) and broadband services were conducted. The sample survey was conducted to ensure spread across operators on the basis of their subscriber size and the type of circle in which we are conducting the interviews. The satisfaction level of subscribers was collected on a four-point scale of “Very satisfied”, “satisfied”, “dissatisfied” and “very dissatisfied”.

The questionnaire is divided into two broad segments viz.

1. The first part dealt with all the aspects of customer perception of service which was detailed out by asking questions for basic (wireline) and cellular mobile (wireless) segments and questions for the broadband segment. 2. The second part of the questionnaire was about checking the awareness, implementation and effectiveness of ‘telecom consumer’s protection and redressal of grievances regulations. This module entailed questions which probed the consumers exhaustively on the three stage redressal mechanism.

Definition of Key Terms

Wireline service – These are the telephone services that are provided by various service providers for home / office installations. These telephone connections are connected by a copper wire.

Wireless service – This service encompasses the services based on both GSM and CDMA network technologies. These are typically known as mobile services.

Broadband service – Broadband’ is defined in the Broadband Policy 2004 as “An always on data connection that is able to support interactive services including and has the capability of the minimum download speed of 256 kilo bits per second (kbps) to an individual subscriber from the Point of Presence (POP) of the service provider intending to provide Broadband service where multiple such individual Broadband connections are aggregated and the subscriber is able to access these interactive services including the Internet through this POP. The 2 interactive services will exclude any services for which a separate license is specifically required, for example, real-time voice transmission, except to the extent that it is presently permitted under ISP license with Internet Telephony”.

Table -1

QoS Parameter Satisfaction with Wireline Satisfaction with Satisfaction with Broadband on: Celluler Services on: Services on: Service Time taken to get a new phone Time taken for Time taken to get a broadband provision connection activation of connection connection Network -Phone working & always -Availability of -Speed of broadband connection performance, available signals - Service uptime reliability & - Make & receive calls easily - Make & receive calls availability - Getting clear voice quality easily on phone - Getting clear voice quality of phone

16 R.C.Upadhyaya & Vashundhra Sharma

QoS Parameter Satisfaction with Wireline Satisfaction with Satisfaction with Broadband on: Celluler Services on: Services on:

Maintainability Quality of fault repair service -Availability of network Time taken for restoration of - Restoration of network connection problems Help services -Ease of access to helpline -Ease of access to -Ease of access to helpline numbers helpline numbers numbers - Response time of the - Response time of the - Response time of the customer customer care customer care care executive executive executive - Problem solving ability of the - Problem solving - Problem solving ability of the executive ability of the executive executive - Time taken by executive to - Time taken by - Time taken by executive to resolve executive to resolve resolve complaint complaint complaint prepaid) - Redressal mechanism - Redressal mechanism - Redressal mechanism Billing Timely delivery of bills Timely delivery of bills Timely delivery of bills - Accuracy of bill - Accuracy of bill - Accuracy of bill - Clarity of bill - Clarity of bill - Clarity of bill - Accuracy of charges deducted - Accuracy of charges - Accuracy of charges deducted (for deducted (for prepaid) prepaid) Supplementary Quality of supplementary Quality of Quality of supplementary services services supplementary services services provided provided provided Overall Overall rating of quality Overall rating of quality Overall rating of performance satisfaction

Table 1 is showing different QoS parameter on the basis of these parameter we analyzed performance of BSNL and AIRTEL in Gwalior division.

RESULTS

Table 2: Summary of the Survey Module for Basic (Wireline) in the Gwalior Division

S.No Performance BSNL Airtel 1 Customers satisfied with provisioning of service 90 96 2 Customers satisfied with billing performance 96 96 3 Customers satisfied with network performance, reliability and availability 74 84 4 Customers satisfied with maintainability 93 95 5 Customers satisfied with supplementary and value added services 85 88 6 Customers satisfied with help services including grievance redressal 96 96 7 Customers satisfied with overall service quality 79 89

Satisfaction level of subscribers in percentage with various parameters of Basic (Wireline) service are shown in Table -2.

A Comparative Study of Telecommunication Service ProviderProviderss 17 Bsnl and Ai rtel Operating in Gwalior Division India

100 80 60 40 BSNL

Percentage 20 AIRTEL 0 1 2 3 4 5 6 7 Service No.

Figure 1: Show Satisfaction Level of Subscribers with Various Parameters of Basic (Wireline ) Service.

Table 3: Summary of the Survey Module for Wireless in the Gwalior Division

S.No. Performance BSNL Airtel 1 Customers satisfied with provisioning of service 92 95 2 Customers satisfied with billing performance 91 91 3 Customers satisfied with network performance, reliability and availability 47 79 4 Customers satisfied with maintainability 72 90 5 Customers satisfied with supplementary and value added services 66 78 6 Customers satisfied with help services including grievance redressal 65 73 7 Customers satisfied with overall service quality 75 89

Satisfaction level of subscribers in percentage with variousvarious paparametersrameters of Wireless service are shown in Table -3

100 80 60 40 BSNL

Percentage 20 AIRTEL 0 1 2 3 4 5 6 7 Service No.

Figure 2: Show Satisfaction Level of Subscribers with Various Parameters of Wireless Service

Table 4: Summary of the Survey Module for Broadband in the Gwalior Division

S.No. Performance BSNL Airtel 1 Customers satisfied with provisioning of service 86 95 2 Customers satisfied with billing performance 87 89 3 Customers satisfied with network performance, reliability and availability 94 94 4 Customers satisfied with maintainability 84 88 5 Customers satisfied with supplementary and value added services 89 93 6 Customers satisfied with help services including grievance redressal 94 95 7 Customers satisfied with overall service quality 90 94 18 R.C.Upadhyaya & Vashundhra Sharma

Satisfaction level of subscribers in percentage with varvariiousous parameters of Broadband service are shown in Table -4.

95

90

85 BSNL

Percentage 80 AIRTEL 75 1 2 3 4 5 6 7 Service No.

Figure 3: Show Satisfaction Level of Subscribers with Various Parameters of Broadband Service

CONCLUSIONS

This paper presenting customer satisfaction in GwalGwaliorior dividivisionsion with some QoS parameter. This paper is based on a survey which is done in Gwalior division on BSNL and AIRTEAIRTELAIRTELL service providers. here we prepare questionnairequestionnaire for wireline, wireless and broa dband customer separately which includes questions regaregardingrding performaperformancence of Service providers. On the basis of data that are filled by customerscustomercustomerss we analyzed performance of BSNL and AIRTELAIRTEL on followingfollowing parameter Customers satisfied with provisioning of ser vice, Customers satisfied with billing performance, CusCustomerstomers satisfied with network performance, reliability and availability,availabilavailability,ity, Customers satisfied with maintainability,maintainability, Customers satisfied with supplementary and value added services, Customers satisfied w ith help services including grievance redressal ,and Customers satisfied with overall seservicervice quality. after analysis of performance we foundfound that custcustomersomers are very satisfy with the services which are providing by AIAIRRTEL.customersTEL.customers are not satisfy with th e services that are providing by BSNL.in some case there is need to improve the sservicesservicerviceses of BSNL other wise in future due to competitivecompetitive environmenvironmentent survival of BSNL is not possible. In wireline and bbroadbandroadband the performance of BSNL and AIRTEL are almostalmost s imilar. There is only problem with wireless service of BSNL. SoSo there is need to improvement in this area.

FUTURE SCOPE

This paper is limited to survey the customer satissatisfactionfaction in Gwalior division which include Gwalior ,Datia,,Datia, Shivpuri ,Guna, and Ashokn agar. one can go to survey the same for different divisionddivisiivisionon of MMadhyaadhya Pradesh. this paper is basically focus comparision between BSNL and AIRTAIRTELEL serviceserviservicece providers, one can go to do same survey with differentdifferent service providers like reliance,idea,aircel,V odafone etc.it can be done in rural and urban area separately.

REFERENCES

1. DR. SARIKA .R. LOHANA (2012),” CUSTOMER RESPOND AND SATISFACTION AGAINST

MARKETING STRATEGIES OF SELECTED CELLULAR SERVICE PROVIDERS IN NANDED CITY” International Journal of Multidisciplinary ManagemeManagementnt StudiStudies,es, Vol.2 Issue 3, March 2012, ISSN 2249 8834.8834.

2. ESHA SHARMA “ COMPARISON OF BSNL WITH OTHER TELECOM INDUSTRIES” APJRBM Volume 2, Issue 1 (JANUARY 2011) ISSN 2229 -4104

3. Malik V. (2010): “The New Mark eting Border” The Journal of AIMA, Vol. 49, Issue 10, pp.82 -84. A Comparative Study of Telecommunication Service Providers 19 Bsnl and Airtel Operating in Gwalior Division India

4. Internationalisation in the telecommunications services industry: Literature review and research agendaOriginal Research Article telecommunications Policy, Volume 32, Issue 8, September 2008, Pages 531-544 Nejc M. Jakopin 5. Business customer’s satisfaction What happens when suppliers downsize? Original Research Article Industrial Marketing Management, Volume 38, Issue 3, April 2009, Pages 283-299 Jeffrey E. Lewin 6. feature preferences, customer satisfaction and repurchase intent among male users Original Research Article Australasian Marketing Journal (AMJ), Volume 19, Issue 4, November 2011, Pages 238-246 Matti Haverila