Globally, telecommunication is acknowledged as a crucial element in the growth of social, economic, commercial, and cultural activities. Through the interconnected growth of several other sectors, the development of communications infrastructure is projected to play a bigger role in serving the diversified requirements of people and enhancing their quality of life. Every company organization's primary objective is customer happiness. Every action in this competitive business environment begins and finishes with the client. In the current environment, telephony is essential to all corporate operations. Even among the service providers in this business, there is fierce rivalry. Therefore, it is crucial for the service provider to comprehend how various demographic factors affect consumer satisfaction in order to win over their hearts. The BSNL may benefit from this study in terms of improvement. This paper aims to investigate customer satisfaction levels with regard to BSNL's landline services as well as the impact of respondents' demographic characteristics. It also seeks to determine the level of usage of various BSNL programs, as well as to assess the company's performance in terms of operations and customer satisfaction, and to make suggestions for improvement. Data have been gathered from the directory sample that was randomly selected. The sample size is 200, and time, money, and efficacy are among the things that must be taken into account. The research was carried out in July 2023. The study's findings are consistent with those of prior investigations. Additionally, this study's findings and analysis are exclusively applicable to the Madurai region. Depending on the location, it could change.

KEYWORDS: BSNL, Customer Satisfaction, Landline, Telecommunication Industry.