Examining the major problems faced by the landline consumers and their complaining behaviour in bharat sanchar nigam limited revealed with henry garrett ranking technique

Abstract

Telecom is one of the fastest-growing industries in India and as the second largest market in the world. The BSNL is one pioneer and the largest segment in the telecom industry. Consumer perception is the primary goal of every business organization. As the rapid changing business scenario for the entire transaction activities begins and ends with the consumer. This study aims to focus that to identify the perception level of the consumers on BSNL mobile service provider. So, it is very essential for the service provider to understand the influence of various Demographic variables that influence the perception and satisfaction level to win the hearts of the consumers. For the purpose, a survey based descriptive research design adopted to conduct for this study in Erode. The Simple Random Sampling Method is used to collect data and to be collected from 202 sample respondents through a structured questionnaire. The study find that demographic perception of the respondents were identified their choosing in the landline service provider. The demographic factor does not influence the perception of the respondents in the BSNL mobile service provider. The study concludes that the problems faced by the BSNL consumers and their complaining behaviour to the respondents with the help of Garret ranking calculation. BSNL should focus on the promotional measures competitive to the private sector service providers, to enhance their service activity for the satisfaction of the consumers.