Bsnl Review of Literature - 1570 Words

REVIEW OF LITERATURE CUSTOMER SATISFACTION Customer Satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. MEASURING CUSTOMER SATISFACTION: Customer Satisfaction, a business term, is a measure of how products and services supplied by a company†¦show more content†¦So a strategy to overcome this obstacle might include looking within our own organizations for answers. There are individuals within most organizations who have a depth of institutional knowledge as well as organizational expertise. These individuals will no doubt be very familiar with the organizations goals and objectives and will be instrumental in developing the customer service plan. As these experienced individuals train and mentor less experienced members, many of theorganizational training objectives are accomplished in-house. As with other objectives, the results of measuring and evaluating the training plan provide a basis to recognize and reward motivation and promote success. Implemented correctly, an effective customer service plan leads to a more effective and efficient workforce. Invaluable knowledge and skills are gained by search--problem solving is a natural result. Likewise, we gain a greater understanding of what we do and how it impacts others. Inherent in the process, we learn what others need from us and how we can support them in their efforts to improve customer service. The ultimate reward for management is customer satisfaction provided by a skilled and committed workforce able to solve problems and understand the importance of effective customer service. NEED FORShow MoreRelatedEmployee Retention14999 Words   |  60 Pagesrecruiters to hire professionals with right skills set all over again. Thus the focus has shifted from numbers’ to ‘quality’ and from ‘recruitment’ to ‘retention. So for his companies The two telecommunication service providers selected for this study are BSNL and VODAFONE. The aim of the research is to provide an insight into the rapidly emerging issue of employee turnover in the telecom sector of India, describing how business intelligence helps in Employee Retention. Business Intelligence (BI) is a managerRead MorePros And Cons Of Telecom Industry1231 Words   |  5 PagesIdea Cellular 2. Telenor and Airtel 3. R-com and Aircel 4. MTNL and BSNL 5. TATA and Reliance 6. Bharti and MTS So the purpose the this study is to analysed the scenario of Indian Telecom market in prospect of these upcoming MA and present the advantages and disadvantages of these mergers in point of view of different players like Private Telecom companies, Subscriber, Govt. regulatory bodies, Government Telecom company(BSNL) . 3. Objectives: To understand challenges opportunities existRead MoreMarket Research on Lux Soap4035 Words   |  17 Pagesthe questions as, what is the most preferred telecom company, what is the reason for the switching of customer loyalty from one telecom operator to another, etc. INDEX * Introduction * Research Problem * Research Objective * Literature Review * Customer Perception and Expectation of MNP * Mobile Phone Usage Among the Teenagers and Youth in Mumbai * Impact of MNP on Mobile Users Switchover Behavior * Mobile Phones amp; Consumer Kids * Mobile Phones for Youngsters: NecessityRead MoreRole of Crm in Telecom Sector 5340 Words   |  22 Pagessole responsible body for these. In march 1999, a new Telecom policy (NTP) was established with a new scheme of revenue sharing whereby 8-12% of the revenues were to be paid to the govt. Bharti started its services in March, 2001in Delhi Mumbai. BSNL launched services in Kolkata Bihar in Jan 2002. Year History of Indian Telecom Sector 1851 First operational land lines were laid by the govt. near Calcutta 1881 Telephone services were introduced in India. 1883 Merger with the PortalRead Moreâ€Å"Role of Crm in Telecom Sector†5349 Words   |  22 Pagessole responsible body for these. In march 1999, a new Telecom policy (NTP) was established with a new scheme of revenue sharing whereby 8-12% of the revenues were to be paid to the govt. Bharti started its services in March, 2001in Delhi Mumbai. BSNL launched services in Kolkata Bihar in Jan 2002. Year History of Indian Telecom Sector 1851 First operational land lines were laid by the govt. near Calcutta 1881 Telephone services were introduced in India. 1883 Merger with the Portal systemRead MoreThe Future Lies With Those Companies Who See The Poor As Their Customers Essay1535 Words   |  7 Pagespeople. Besides urban and semi - urban areas, rural India has a huge potential. Indian corporations have now recognized the importance of rural markets. It is evident from the efforts made by the companies like Coke, ITC and Hindustan Unilever Limited, BSNL have initiated rural approach through strategic initiatives such as e-choupals and project shakti. In case of white goods and automobiles, the difference between prices of national and foreign brands have been narrowed down. Bargaining power of consumersRead MoreLiterature Review on Acceptance Level of Different Service Providers in University Campus3074 Words   |  13 PagesLiterature Review Submitted by : Adhil Ahmeh Sagir Deepak George George Thomas K Mahesh Kolary Amit Kumar Das Literature review Introduction Mobile  phones, which were introduced around a decade ago  in1995–1996  in  India, are becoming the dominant means of accessing communication. At the end of 2005–2006, there were 90 million  mobile subscribers  in  India  in  comparison to 50 million subscribers for landlines. Indian mobile subscriber base has now reached 617.53 million users, while numberRead MoreA Research Study On The Human Resource Department2094 Words   |  9 Pages With this brisk advancement, the essential for arranged specialists is sure to climb accordingly is the necessity for get ready. Various top players, for instance, Bharti Airtel, BSNL, Vodafone Essar, Reliance Communications, et cetera are spending a gigantic whole on planning and headway. Get ready is a methodology through which an individual enhances and adds to his viability, point of confinement and practicality at work by improving and updating his understanding and appreciation the aptitudesRead MoreStudy on Customer Satisfaction and Attitude Towards Idea and Vodafone3185 Words   |  13 Pageschapter gives an overview of telecommunications. It also consists of the objective, scope and limitations of the study. The second chapter is the literature review. The third chapter is the Company profile of Idea and Vodafone. The fourth chapter includes the results and discussion. And the fifth chapter includes the conclusion. LITERATURE REVIEW 2.1 Customer A customer is an individual who purchase or has the capacity to purchase goods and services offered for sale by marketing institutionsRead MoreAirtel a Study of Consumer Satisfaction on Airtel4474 Words   |  18 Pages 7-10 Company profile 11-17 Product profile 18-20 Literature review 21-24 Chapter-II Objectives of the study 26-27 Limitations of the study