A STUDY ON THE IMPACT OF BSNL COMMUNICATION AND INTERNET CONNECTION IN MADURAI CITY

Special Issue - Innovative Commerce: Bridging Business and Computer Applications (ICBBCA-2026) |PG Department of Commerce with Computer Applications, Mannar Thirumalai Naicker College, Madurai – March 2026| International Journal of Computer Science (IJCS) Published by SK Research Group of Companies (SKRGC)

Abstract

This study examines the impact of Bharat Sanchar Nigam Limited (BSNL) communication and internet services on users in Madurai. As a government-owned telecommunications provider, BSNL plays a crucial role in extending connectivity to both urban and rural populations, contributing to digital inclusion and socio- economic development. The research aims to evaluate user perception regarding service quality, reliability, internet speed, affordability, and overall satisfaction with BSNL services. The study adopts a descriptive research design and is based on primary data collected through a structured questionnaire administered to 100 BSNL users in Madurai using convenience sampling. Secondary data were gathered from BSNL’s official website, annual reports, journals, and related literature. Statistical tools such as percentage analysis, descriptive statistics (mean, rank, standard deviation), frequency tables, and pie charts were used for analysis. The findings indicate that while BSNL maintains strong coverage and affordability, particularly valued by students, households, and small businesses, users express concerns regarding internet speed, network reliability, and customer service efficiency when compared to private telecom providers. Despite increasing competition, BSNL continues to serve as a vital communication backbone in Madurai, particularly in areas prioritizing cost- effectiveness and service reach. The study concludes that although BSNL has significantly contributed to digital connectivity and socio-economic activities in Madurai, improvements in service quality, technological upgrades, and customer support are essential to enhance customer satisfaction and maintain competitiveness in the evolving telecom sector.

References

1. Sharma, P. A. (2020). BSNL’s customer loyalty determinants: Key factors in India’s competitive telecom landscape. Journal of Business, Accounting, and Economic Research.
2. https://cspjournals.org/index/index.php/Business- Accounting-Economic/article/view/387
3. Rajeswari, S., Srinivasulu, Y., & Thiyagarajan, S. (2019). Service quality in the telecommunication industry: Analysis with special reference to DSL services. Indian            Journal           of Marketing.
4. https://indianjournalofcomputerscience.com/index.php/ijom/article/view/ 87245
5. Ajith Kumar, P., & Chandra, S. (2018). Evaluation of subscriber base and service efficiency in Indian telecom industry – A comparative study. Journal of Informatics        Education      and            Research. https://jier.org/index.php/journal/article/view/1554
6. Smitha, K. J. A., Anil, K. G., Saji, S. S., & Pius, S. (2017). A study on customer satisfaction of BSNL landline: Special reference to Kerala. International Journal of  Management Studies. https://www.researchersworld.com/index.php/ijms/article/view/943

Keywords

BSNL, Telecommunication Services, Internet Connectivity, Customer Satisfaction, Digital Inclusion, Madurai City