1 Department of Business Administration, Visakha Institute of Management Science, Visakhapatnam, India.

2 School of Management Studies, Jawaharlal Nehru Technological University, Kakinada, India.


The telecom services have been recognized the world-over as an important tool for socioeconomic development for a nation and hence telecom infrastructure is treated as a crucial factor to realize the socio-economic objectives in India. Accordingly, the Department of Telecom has been formulating developmental policies for the accelerated growth of the telecommunication services.  BSNL is a wholly owned Government of India undertaking, which provides the largest share of telecom services on fixed line networks in the country.  BSNL’s land lines which were its main source of income have been coming down due to subscribers giving up land line connections in favor of mobile connections.  Whereas in the rest of the world, land line has been able to find value addition through cordless telecommunication systems, the same has not been the case in India; this has affected BSNL’s fortunes vary adversely. This article attempts to analyze the BSNL consumer problems and their perceptions about services of the company.  A structure questionnaire was designed and conducted the survey of the customers of BSNL, to obtain the result. In majority of the cases consumers are adverse about the services offered by the BSNL.