Consumer Satisfaction/Dissatisfaction w.r.t.Selected Services of BSNL.

      Аннотация: BSNL is now India’s leading Telecommunications Company and the largest public sector under taking which is coming up with new tariffs and discount schemes to gain the competitive advantage. Consumer satisfaction is important to business from the short term and long– term point of view. One satisfied consumer may be the best means of advertisement, it can build a brand image in a particular area and gradually the area spreads out and the popularity of sale of the services of BSNL shall increase leading to a greater market share. The present study is a part of UGC research project and was planned with the main objective of assessing consumer satisfaction/dissatisfaction about selected services of BSNL in Vallabh Vidyanagar through cluster sampling method with the help of well-structured questionnaire to collect data. Different strategies are required by the BSNL for various consumer groups to be satisfied in their customer relationships which is main pre-requisite for stability.. Through increased competition, the BSNL services should become more sensitive and responsive to the customer needs and choices and endower to give him greater satisfaction.

Ключевые слова: Consumer awareness, consumer behaviour, negative word of mouth, consumer satisfaction/dissatisfaction, Internet Service Provider, BSNL services