Customer Satisfaction Essay

1. Abstract:

Customer satisfaction is the extent or scale of how products and services supplied by a company meet or moving in on customer expectation. When it is less than the expectation of the customer it leads to dissatisfaction; and when it is higher, it provides customer satisfaction. Customer Satisfaction is a crucial performance evaluation in a fierce marketplace like telecommunication industry where corporates die for customers and customer welfare is seen as a major factor to move sales.

The study entitled “Analysis of customer satisfaction level towards the landline service provided by BSNL” is undertaken to analyse customer satisfaction level of a consumer.

The research study conducted is descriptive in nature and the sample size

The development of telecommunication infrastructure is likely to play a role in meeting the diverse needs of people and improving their quality of life through inter-linked development of many other sectors. The term ‘Telecommunication’ in ITU parlance covers a very wide variety of services such as sound & radio astronomy, television broadcasting, meteorological aids, radio-navigation systems, space communications, aeronautical and maritime mobile communications, radio-location and services, radio amateurs, etc, besides the public telecommunications services. There are large telecommunication networks belonging to railways, defence and para-military organizations, law and order services (police etc), public utility organizations like electricity grids, transport organizations, municipal services, national and international telecommunications service providers – both government and private, civil aviation department and airlines, shipping & port authorities, sound and TV broadcasting organizations, meteorological department, oil exploration, processing and distribution companies, large private companies,

The auction of the 1,800 MHz band spectrum scheduled to begin in November, 2012 is likely to soften the competitive intensity in a sector that has been cut throat competition over the years. High cash requirements set over the medium term may shift focus from revenue market share (RMS) gains to cash profit generation, said Avendus Securities. The report said that under the worst case scenario, India's largest telecoms operator Bharti is likely to post earnings CAGR of 19% and Aditya Birlaowned Idea Cellular is likely to clock 18% during financial year 2013. Auctions may trigger easing of competitive intensity. An upcoming 1,800 MHz band auction is likely to set high cash requirements during the next few years. High cash requirements over the medium term may shift focus from RMS gains to cash profit generation, the report said. Similar to 3G auctions, high cash requirements due to auctions may ease competition. With the 1,800 MHz band auction scheduled to commence in this year, competitive intensity may remain high for two more