Dissertation Report
A study on “ A Trend in Customer Behavior on account of MNP “ at
BHARAT SANCHAR NIGAM LTD , BANGALORE
Submitted in partial fulfillment of the requirements of the
Bangalore University for the award of Degree in
MASTER OF BUSINESS ADMINISTRATION
Submitted by
RAVI KUMAR V K
REG NO:09NPCMA034
Under the guidance of
Dr.N.SANDHYA
LLB, MHRM, PGDPM&IR, Mphil, PhD
REVA Institute of Science & Management
Kattigenahalli, Jala Hobli
Yelahanka-Bangalore-560064
2010-2011
STUDENT DECLARATION
I hereby declare that this report titled “A Trend in Customer Behavior on
account of MNP at BSNL” submitted by me to the Bangalore University
in partial fulfillment of requirements of MBA program is a bonafide
work carried out by me under the guidance of Dr.N.Sandhya . This has
not been submitted to any other University or institution for the award of
any degree/diploma certificate or published any time before.
Date: RAVI KUMAR V K
Place : Bangalore ( 09NPCMA034 )
CERTIFICATE FROM GUIDE AND HEAD OF THE INSTITUTION
(To be obtained on the letter head of college)
Certified that this Dissertation report titled “A Trend in Customer
Behavior on account of MNP at BSNL” submitted in Partial fulfillment for
the award of MBA Degree of Bangalore University was carried out by
RAVI KUMAR V K 09NPCMA034 under the guidance of
Dr.N.Sandhya. This has not been submitted to any other University or
institution for the award of any other Degree/Diploma certificate.
Guide H.O.D Principal
(Dr.N.Sandhya) (Dr.N.Sandhya) (Dr.N.Ramesh)
ACKNOWLEDGEMENT
I wish to acknowledge my sincere gratitude to Dr. N Ramesh principal
of REVA Institute of Science and Management for his valuable support
in during the course of my Dissertation.
I acknowledge the support extended by Dr.N.Sandhya H.O.D of MBA
department in carrying out this internship project.
I extend my thanks to Dr.N.Sandhya for her deep involvement and
inspiration in carrying out this project.
I also extend my thanks to Mrs. SHAMALA of BSNL company for
granting permission and support to carry out the project.
RAVI KUMAR V K
( 09NPCMA034 )
TABLE OF CONTENTS
Chapter Page
Chapter Name
Number Number
1 INTRODUCTION 01-09
2 RESEARCH DESIGN 10-13
3 COMPANY PROFILE 14-38
DATA ANALYSIS &
4 39-65
INTERPRETATION
FINDINGS & SUGGESTIONS AND
5 66-70
CONCLUSION
BIBLIOGRAPHY
ANNEXURE
TABLES & GRAPHS
Sl Page
TABLE
No Number
TABLE SHOWING MIGRATION TO DIFFERENT
1 NETWORK FROM BSNL
40
TABLE SHOWING PREPAID OR POSTPAID
2 CUSTOMER
42
TABLE SHOWING HOW MNP HELPED TO
3 CHANGE TO OTHER SERVICE PROVIDER
44
TABLE SHOWING THE REASON FOR
4 MIGRATING FROM BSNL
46
TABLE SHOWING THE REASON FOR
5 SELECTING BSNL PREVIOUSLY
48
TABLE SHOWING FOR HOW LONG YOU HAVE
6 BEEN CUSTOMER OF BSNL
50
TABLE SHOWING REGULAR UPDATION
7 ABOUT BSNL
52
TABLE SHOWING THA RATING OF BSNL ON
8 BASIS OF DIFFERENT SERVICES
54
TABLE SHOWING SATISFACTORY OF BSNL
9 CUSTOMER CARE
56
TABLE SHOWING SATISFACTORY OF BSNL’S
10 VALUE ADDED SERVICE
58
TABLE SHOWING SATISFACTORY OF
11 PRESENT NETWORK PROVIDER
60
TABLE SHOWING WOULD YOU SHIFT BACK
12 TO BSNL IF YOU ARE NOT SATISFIED WITH 62
PRESENT NETWORK PROVIDER
TABLE SHOWING RATING OF DIFFERENT
13 NETWORK PROVIDER
64
Sl Page
GRAPH
No Number
GRAPH SHOWING MIGRATION TO DIFFERENT
1 NETWORK FROM BSNL
41
GRAPH SHOWING PREPAID OR POSTPAID
2 CUSTOMER
43
GRAPH SHOWING HOW MNP HELPED TO
3 CHANGE TO OTHER SERVICE PROVIDER
45
GRAPH SHOWING THE REASON FOR
4 MIGRATING FROM BSNL
47
GRAPH SHOWING THE REASON FOR
5 SELECTING BSNL PREVIOUSLY
49
GRAPH SHOWING FOR HOW LONG YOU HAVE
6 BEEN CUSTOMER OF BSNL
51
GRAPH TABLE SHOWING REGULAR
7 UPDATION ABOUT BSNL
53
GRAPH SHOWING THA RATING OF BSNL ON
8 BASIS OF DIFFERENT SERVICES
55
GRAPH SHOWING SATISFACTORY OF BSNL
9 CUSTOMER CARE
57
GRAPH SHOWING SATISFACTORY OF BSNL’S
10 VALUE ADDED SERVICE
59
GRAPH SHOWING SATISFACTORY OF
11 PRESENT NETWORK PROVIDER
61
GRAPH SHOWING WOULD YOU SHIFT BACK
12 TO BSNL IF YOU ARE NOT SATISFIED WITH 63
PRESENT NETWORK PROVIDER
GRAPH SHOWING RATING OF DIFFERENT
13 NETWORK PROVIDER
65
