Comparative Study on Customers' Satisfaction towards Mobile Service Provided by AIRCEL and BSNL in Erode Town

Abstract

In olden days the only phone system available to all the users was BSNL. BSNL had a monopolistic trade for long time since independence. But due to the globalization and privatization policy adopted by the government private entries in communication was encouraged by the government at all level. Due to this reason in modern scenario the public have enormous choices in selecting the services of communication system provided by the private sectors apart from the BSNL. So BSNL was in a position to update the technology and services, schemes offered to the customers. The AIRCEL communication is one of the familiar communications available in southern parts of India which provides various products to the customers mainly covering the rural public. Due to the effort taken by the union government particular in communication system the BSNL has developed well and launched various products which mainly attracted the public and customers in all parts of the country. It gives toughest competition to all the private sectors in communication system. So the customers have choices in selecting the mobile communication system. They are aware of all the services provided by various mobile communication systems. Further they frequently change their brand of services from time to time based on the scheme provided by BSNL, AIRCEL and other communication system. These decisions of the customers have considerable impact on the marketing of products both by BSNL and also AIRCEL. Frequently they lose the existing customers and get new customers also. Both of them (BSNL and AIRCEL) meet competition in the market and face problems to retain the existing customers. Though they offer attractive schemes to customers they could not stop the changing mind of the customers to select other brand. What are the reasons for it? What are the causes? How these problems can be solved? To know all these things a thorough study is to be undertaken. This is inevitable at present. Hence, the researchers as a preliminary step tried to write an article on "Comparative Study on Customers' Satisfaction towards Mobile Service Provided by Aired and BSNL in Erode Town". Through this article the research found the real causes for the changing attitudes of the customers in selecting the mobile phone services offered by both BSNL and AIRCEL, and found out the issues in the related area and the customers attitudes towards the services of BSNL and Aircel and also remedial measures to solve the issues faced by the customers in the mobile phone services offered by BSNL and AIRCEL.