A study on customers’ satisfaction towards BSNL landline services in Salem city, Tamil Nadu Gurusamy M.*, Velsamy A.**, Dr. Rajasekar N.*** *Assistant Professor, Department of Management Studies, Paavai College of Engineering, Pachal, Namakkal – 637018 **Associate Professor, Sona School of Management, Salem – 636005 ***Professor and Head, Department of Business Administration, Thiagarajar College, Madurai – 625009 Abstract The customer satisfaction is the main goal of every business organization. In this competitive business scenario each and every activity starts and ends with the customer. In the present scenario, the telecommunication is lifeblood for every business activities. Even in this industry there prevails a stiff competition between the service providers. The objectives of the study are to study the customer satisfaction level towards BSNL landline services; the influence of demographic variables of the respondents; usage level of various BSNL schemes; the operational performance; The major purpose of descriptive research is description of state of affairs, as it exists at present. Simple random sampling method is used to collect data. The size of the sample is 200. The respondents of the study are part of population of Salem city. Both primary and secondary data is used. The data has been mainly analyzed by using the Weighted Average Method, Ranking Method and Chi – Square Test. most of the respondents are not much satisfied with the features of the phone provided by BSNL when compare to other private landline providers, significant weight age should be given by the BSNL. Most of the respondents are not aware of various schemes. It is identified that the service provided by BSNL is at satisfactory level to the respondent’s. But most of the respondents are not satisfied with the features of the phone. BSNL should focus on the promotional measures as equal to the private service providers to enhance their service activity to satisfy their customers. Top Keywords Telecommunication, Demographic variables, Landline services, Promotional measures, Customer satisfaction. Top |