Study on customers' attitude & expectations towards various broadband service providers with reference to BSNL

Customers' attitude and their opinion about various aspects of the broadband service providers are analyzed in this study. Understanding the expectations of the customer is very vital for the growth and survival of any organization. The findings of the research showed that BSNL has to concentrate on various aspects like customer care, time taken for installation, time taken to resolve the customer problems, avoiding connection failure especially during evening time and to simplify the procedure for customer access to the customer care service.