marketing of service

1. SERVICE FAILURE AND SERVICE
RECOVERY OF BSNL
By,
S.ElamVazhuthi

2. BSNL
• Bharat Sanchar Nigam Limited is an Indian
state-owned telecommunications company
headquartered in New Delhi, India. It was
incorporated on 15 September 2000 and took
over the business of providing of telecom
services and network management.
• BSNL is India's oldest and largest
communication service provider . It had a
customer base of 117 million as of 2014.

3. Services Offered :BSNL
• BSNL Landline
• BSNL Mobile
• Internet Services
• Rural Telecom Services

4. SERVICE QUALITY
• Service quality is a comparison of expectations
with performance.
• A business with high service quality will meet
customer needs whilst remaining
economically competitive.
• Improved service quality may increase
economic competitiveness

5. Measurement of Service Quality
• SERVQUAL MODEL
• Consider your supply and
demand
• Ask your customer
• No of complaints
• Identify your weakness
• Assess the competition

6. Service quality of Telephonic company

7. Service failure
• BSNL consumers have been regularly
complaining about call drops, wrong account
information, poor connectivity, technical
glitches in the network.

8. Internet service failure complaint
• BSNL - Internet Data eater !!!!!
• User Abhilash GC on Feb 3, 2015
• Sir, I am using mobile since 8-9yr & regularly using
internet -5-6, I always put my data pack on, but today
morning suddenly data was finished, when i checked
its shows as 770mb was used @ 8.45am, i didn't even
using mob @ that time, its really impossible :(, i am
really very upset, every one telling that its my problem,
when i did not used mob how can it go like that? ( they
are advising to off data when i am not using, this is the
1st time this kind of non-sense thing is happening, i
never thought u people also doing like this!)...

9. Service failure complaint
• BSNL - Properly not maintaining all telephone
transaction Q
• User Vikas Dada Gosavi on Feb 2, 2015
• BSNL Alandi Branch Manager is not given full
fledged service to BSNL customer and also
BSNL working staff members not treating the
customers in proper way . So please note and
make necessary action as earliest. And
Original BSNL Telephone documents miss
placed every time.

10. BSNL network failure complaint
• User sam2401 on Jan 26, 2015
• There is no range for BSNL last 4 days. There
are no incoming & out going calls processed
also no SMS Get worked properly in our area (
Pimpalgaon Baswant). I talking with local
officer in BSNL office but there is no
responsible complaint category Mobile
Service Providers

11. Service recovery
1. First you need to Book you complains at BSNL Toll
Free Number
• 198, 1500, 1501, 1503 which can be accessed
from any BSNL phone toll free.
2. If the problem is not resolved within satisfactory
Time Period or BSNL Officials are not resolving the
problem then there is way to bring your problem to
higher level by registering complains at BSNL Public
Grievances (PG) Complaints Website.

12. BSNL online complaint portal