A

Project Report
On
“A STUDY ON CUSTOMER SATISFACTION TOWARDS RELIANCE JIO”

Submitted for partial fulfillment of requirement

for the award of degree

BACHELOR OF BUSINESS ADMINISTRATION

OF

PANDIT RAVISHANKAR SHUKLA UNIVERSITY, RAIPU(C.G.)

Batch 2016-19

Guide Name Submitted By

Dr. Suchitra Rathi Bhawani Singh

RITEE COLLEGE OF MANAGEMENT

(Under the aegis of Mahanadi Education Society)

Recognized By Govt . of C.G. & Affiliated to PTRSU, Raipur

 DECLARATION

I, the undersigned solemnly declare that the report of the project work entitled
A STUDY ON CUSTOMER SATISFACTION TOWARDS RELIANCE JIO, is based

on my own work carried out during the course of my study under the
supervision of Dr. Suchitra Rathi I assert that the statements made and
conclusions drawn are an outcome of the project work. I further declare that to
the best of my knowledge and belief the project report does not contain any
part of any work which has been submitted for the award of any other
degree in this University or any other University.

Bhawani Singh
Roll No.:1655568
 CERTIFICATE BY GUIDE

This to certify that the report of the project submitted is the outcome of the
project work entitled A STUDY ON CUSTOMER SATISFACTION TOWARDS
RELIANCE JIO carried out by Bhawani Singh bearing Roll No.1655568 &

Enrollment No.:……….. under my guidance Dr. Suchitra Rathi and

supervision for the award of Degree in Bachelor of Business Administration of
Pandit Ravishankar Shukla University Raipur (C.G.), India.

To the best of the my knowledge the report

i)Embodies the work of the candidate him,

ii) Has duly been completed,

iii) Is up to the desired standard for the purpose of which is submitted.

(Signature of the Guide)

Name

Designation:
 CERTIFICATE BY THE EXAMINERS

This is to certify that the project entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS RELIANCE JIO” Submitted by Bhawani Singh,
Roll No 1655568 , Enrollment No Has been examined by the undersigned
as a part of the examination for the award of degree in Bachelor of Business
Administration of Pandit Ravishankar Shukla University, Raipur(C.G.).

Name & Sign. of Internal Examiner Name & Sign. of External Examiner

Date: Date:
 ACKNOWLEDGEMENT

In order to complete any project successfully, functional environment & proper

guidance of the expert on the subject is inevitable. I am really indebted to my
faculty of BBA department under whose guidance I could conduct the research
on “A STUDY ON CUSTOMER SATISFACTION TOWARDS RELIANCE JIO”, and
prepare this research report. I thanks to Principal Sir ……………….,
HOD………………, Guide, Faculties, Family mambers

Bhawani Singh

BBA VI SEMESTER

Roll No. 1655568

 CHAPTER -1
INTRODUCTION
1.1 PROBLEM STATEMENT

Reliance Jio is an upcoming provider of mobile telephony, broadband services, and

digital services in India. As it has not launched yet so they are trying to make
people aware about the digital services & Smartphone lines. They are trying to
position themselves as a trustworthy and affordable 4g & Smartphone brand.
Currently, Indian consumer is arranged to strong coverage & affordable price to
buy 4g & also great build durable Smartphone. So they are getting aware by
understanding the consumers need. They also want to know that how could they
sell their LYF headsets to the existing mobile users and the new customers who are
searching for a budget smart phone with all features, the major challenge before
the company is this only that how to insist the existing mobile users to purchase a
LYF handset as reliance Jio is not providing the Sims in loose sale in the market,
it‟s important for the customers to buy a LYF headset so as to avail the services of
reliance Jio, it‟s the biggest challenge from the company‟s point of view to sell
their mobiles who already have mobile phones and a connection with them. Their
main focus is on catering the Enterprise in each city because it is a sector which
has a huge demand for latest technology.

1.2 REVIEW OF RELATED LITERATURE

In order to map the growth of telecom it is desirable to capture the history of the
sector and specifically that of the Indian telecom sector as this is the subject matter
of the study, an effort to briefly note the movement from its evolution and track the
growth of Indian telecom sector, with focus on the acceleration stages and their
limitations is documented. For an extended period from its inspection, the sector
languished first in establishing the technology and then the privilege to secure a
connection. There is an obvious movement in this tracking and it is common
knowledge that the great shift occurs after the transition from the limited fixed line
telephones where the services were catered to by the public sector because during
the inception phase, there was a huge wait listing in securing this precious resource
to the freeing of the sector and privatizing it, and the evolution of the mobile phone
wherein this service is hard sold to consumers very competitively. It‟s never been
more vital to thoroughly comprehend what drives your telecom consumers‟
purchase decisions. You need to understand if they choose a service provider based
on the choices their friends make, what features and services they can‟t live
without, why and when a brand falls out of their consideration set, and much more.
Our insights will allow you to better understand your existing consumers and help
you attract those of your competitors.

1.3 RATIONALE OF THE PROBLEM

Vodafone and Airtel are commercially launched while Jio is currently only
available to employees.some of the early technology adopters have already
upgraded to the 4G next generation technology while others have chosen to hold
off until the commercial launch of reliance jio .
The rationale of the problem is to analyze the trends of demand of 4G services
in premium apartments and also approach them for utilizing our services over
their existing telecom operator. The analysis was done from two angels which
are as follows:
 Customer‟s Angle
 Competitor‟s Angle
 From the customer‟s angle : To Study the data usage pattern of the people
residing in the premium apartments of lucknow so that they being the future
potential customers are targeted and the record can be kept on track.
From the competitors angle: How reliance Jio can penetrate the sale of its lyf
mobile and jio sims to the existing users.

1.4 METHODOLOGY

The research methodology adopted can be described as follows:

 Conducting a qualitative research to collect hands on primary data with
the help of questionnaires, interviews which gives an insight about the
consumer behavior from the market.
 Validating the insights from primary data with the secondary data
available.
 Drafting the major reasons for demand of 4G services from the primary
and secondary data sources.

TYPE:
Exploratory and Descriptive research

METHOD OF DATA COLLECTION:

Field Survey and Observation

SAMPLING PROCEDURE:
I was given the area of gomti nagar and i have done survey on 7 premium
apartments based on my questionnaires.
 SAMPLING TYPE:
Convenience and stratified sampling.

SAMPLE SIZE: 120

SAMPLING FRAME: Sampling frame was taken to cover the population
as much as possible and it was also followed by the process of lead
generation for the company,to find out the prospective client for the
company.The target regions were
 Ashiyana
 Rajajipuram
 Jankipuram
 Gomti nagar
Primary data was collected from field survey with a structured
questionnaire.There were 10 questions in the questionnaire.All questions
aimed to gather data related to the type of highrise,family income,monthly
expenditure on epax system,internet usage to find out the potential
customers of reliance jio.

1.5 SCOPE OF THE STUDY

The project aims to analyses the trends in 4G services from mainly the customer‟s
angle. The deliverables of the project can be listed as below:
 To identify potential high-rises with high density of internet users.
 To capture a large customer base.
  To encourage the customer to be a potential buyer by taking a trial of
the upcoming service.
 To encourage the enterprises to be a part of Jio 4G services by
replacing the existing services used by them and switch to the finest
network of future.

1.6 LIMITATIONS OF THE STUDY

The limitations of the study can be listed as follows:

 The sample size taken to collect the primary data is of some premium
High-rises so all the household sector can‟t be taken as same demand for
Jio services of 4G services, LYF headsets and MIFI device.
 The sampling scheme used is convenient sampling hence, it gives a
different insight which may not hold true for the entire population.
 The region covered is only limited to only few areas of Lucknow, hence,
the results may not hold true for the entire nation.
 There was a time constraint for the study.
 Difficult to contact to the people of the selected high-rises.
 Research was done only in the premium high-rises of four areas of
Lucknow which cannot represent the population of the whole Lucknow.
 CHAPTER -2
Company Profile
2.1 INTRODUCTION

RELIANCE JIO INFOCOMM LIMITED is an Indian internet access and

telecommunication company headquartered in Mumbai, India. RJIL is a subsidiary
of Reliance Industry Limited (RIL), India‟s largest private sector company, is the
first telecom operator to hold pan India Unified License. This license authorizes
RJIL to provide all telecommunication services Global Mobile Personal
Communication by satellite. Company holds universal service license and its only
PAN India operator with Broadband Wireless Access (BWA) spectrum for
commercial Long-Term Evolution(LTE) services across 22 circles capable of
offering fourth generation (4G) LTE wireless services across India. The company
is in the process to set up the 4G LTE infrastructure which will also be an enabler
for a portfolio of rich multi-media digital services including education ,health-care
,entertainment ,payment and cloud

Services for millions of individuals, homes and businesses across India. RJIL holds
spectrum in 1800 MHZ and 2300 MHZ capable of offering fourth
generation(4G)wireless services.

RJIL is setting up a pan India telecom network to provide to the highly

underserviced India market, reliable (4th generation) high speed internet
connectivity, rich communication services and various digital services on pan India
basis in key domains such as education, healthcare, security, financial services,
government citizen interfaces and entertainment. RJIL aims to provide anytime,
anywhere access to innovative and empowering digital content, applications and
services, thereby propelling India into global leadership in digital economy.

RJIL‟s subsidiary has been awarded with a Facility Based Operator License (“FBO
License”) in Singapore which will allow it to buy, operate and sell undersea and/or
terrestrial fibre connectivity, setup its internet point of presence, offer internet
transit and peering services as well as data and voice roaming services in
Singapore.

RJIL has finalized key agreements with its technology partners, service providers,
infrastructure providers, application partners, device manufacturers and other
strategic partners for the project. These strategic partners have committed
significant resources, know-how and global talent to support planning, deployment
and testing activities currently underway.

OUR MISSION

To provide the best and most value adding services to our customers.

OUR VISION

To be our clients „first call‟ and meeting the expectations and adding more value to
the services provided.

VALUES

Quality: We do not compromise; we have a passion for the best quality.

Innovation: We are innovative and wish to enthuse our clients.
Ambition: We set high objectives and push to achieve the best results.
Honesty: We are honest towards our clients, also when it may be unpleasant.
Integrity: We keep our word and maintain high level of integrity.
2.2.1 PRODUCTS/SERVICES & PROCESS/FACILITIES

Reliance jio has launched its Smartphone in the market with a brand name as LYF
“True 4G” Smartphone with an extended 2 year warranty as compared to others
brands. The company has a FLAME 1 headset offering at Rs.5,499 , WIND6 at
Rs.6,499 and Earth at Rs.19,399 and many other headsets.

The company has also launched a Mi-Fi: The Company‟s customer premise
equipment will connect to a Reliance operated mobile tower and provide local Wi-
Fi network.
Services and Processes
4G services: The service is 10-12x faster than 3G networks

Jio Television: Set-top box running on Android. The service will have live
television (Jio Play) and Video on Demand (Jio World).
Jio Drive: 100 GB free storage to subscribers.
Mi-Fi: The Company‟s customer premise equipment will connect to a Reliance
operated mobile tower and provide local Wi-Fi network
Reliance 4G also includes services as follows;

1. Music Streaming

2. Video Calling & VoIP Services

3. Instant Messenger:jio chat

4. Payment Services: jio money

Facilities
Reliance Jio has a preview offer for its new customers who will purchase a LYF
headset with a Jio connection they can avail following special schemes:

 High definition voice call free for 90 days of time period.

 High definition video call for 90 days.
 High speed data unlimited for 90 days.
 Free unlimited SMS for 90 days.
2.2.2

ORGANIZATION STRUCTURE
 Mukesh Ambani- Chairman of the board

 Sanjay mashruwala –Managing Director of Reliance Jio

 Nikhil R Meswani – Executive director
 Shailender Nath Sharma- Chief Executive officer
 Sunil Dutt- President of Devices Business
 Mathew Oommen- President network, Global strategy
 Vishal Sampat- Chief Digital officer
 Akash Ambani- Member of Board of director
 CEO Mentor

Head Head Head

CLVM Head
Head HR Head Sales Head Device customer Chief
Finance
service Technic
Department al
Officer

Area Head

Head JCM

Figure 1: Organizational structure

Core Mumbai Reliance Corporate (NHQ)

State-wise Head Office (22 Circles)

UP East (6 Circles) UP West

Varanasi Jhansi
Kanpur
Gorakhpur
Allahabad
Lucknow

Jio Circle Office (The Solitaire)

Jio center
Jio center
Jio center
Jio center
2.2.3 H.R PRACTICES
Mukesh Ambani led Reliance Jio Infocomm has appointed a renowned HR
named Sanjay jog who was working in Kishore biyani Future group. During
the learning phase, the most important part was Reliance jio Hr in Lucknow
office Miss Priti Singh whose role to play was to actually check if “people
enjoyed their roles” by organizing various activities for the employees.
H.R practices at Reliance Jio :
 Talent acquisition and Talent management.
 Resourcing from referrals, online portals, campus placements and walk Ins.
 Payroll administration.
 Employee engagement.
 Motivating employees.
2.2.4 COMPETITION ANALYSIS

The major competitors of Reliance Jio in the ever growing sector include
Vodafone, Airtel, Idea Cellular and many others. Major competitor for its smart
phones are the following because among the phone which provide VOLTE
services these are providing value for money:
 Samsung
 L.G
 Lenovo
Specific handsets which can compete with LYF phones are mentioned
below:

ENTRY LEVEL MID RANGE HIGH RANGE

Intex Aqua 4G Moto G 3rd Gen Samsung Galaxy S6,
S6 Edge, S6 Edge+
Moto E 2nd Gen Samsung Galaxy A7, Samsung Galaxy
A5 (2016), A7 Note 4,5, Edge
(2016), A8
LG spirit 4G ZTE Blade S6, S6+ Sony Z5, Z5
premium
Samsung Galaxy Oppo F1 LG Nexus 5X
J5,J7
Lenovo A7000 LG G3 iPhone 6 Plus, 6S
Turbo, K3 Note, Plus
A6000+
Karbon Aura LG G4
Micromax Canvas Moto XForce
Amaze
Lumia 550

Market Share

Airtel India 32.35%

Vodafone India 25.59%
Idea Cellular 22.72%
Reliance 11.21%
Communications
Aircel 8.47%

2.2.5 BSNL 8.19% INDUSTRY ANALYSIS

Telecom is one of the fastest-growing industries in India. Today India stands as the
second-largest telecommunications market in the world. The mobile phone
industry in India would contribute US$ 400 billion in terms of gross domestic
product (GDP) of the country in 2014. This sector which is growing exponentially
is expected to generate about 4.1 million additional jobs by 2020, as per Groupe
Speciale Mobile Association (GSMA).

In the period April 2000 to January 2014, the telecom industry has got in foreign
direct investments (FDI) of about US$ 59,796 million, which is an increase of 6
per cent to the total FDI inflows in terms of US$, as per report published by
Department of Industrial Policy and Promotion (DIPP).India‟s global system for
mobile (GSM) operators had 4.14 million rural subscribers as of January 2014,
bringing the total to 285.35 million.Data traffic powered by third generation (3G)
services grew at 146 per cent in India during 2013, higher than the global average
that saw usage double, according to an MBit Index study by Nokia Siemens
Networks (NSN).

India's smartphone market grew by 171 per cent in 2013, to 44 million devices
from 16.2 million in 2012, as per research firm IDC India. The increasing
popularity of bring-your-own-device (BYOD) in the workplace is further adding
momentum to the smartphone market.Indian telecom industry has grown from a
tele-density of 3.58% in March 2001 to 74% in June 2013. This great leap in both
number of consumers as well as revenues from telecom services has not only
provided sufficient contribution in Indian GDP growth but also provided much
needed employment to India youth. The tide has turned for the telecom sector in
India, as growth and profitability has accelerated in recent times. Tower companies
are reaping benefits of a turnaround in the sector as operators have started
investing in networks to boost data penetration.

However it is in the country‟s booming mobile segment in which the major battles
are being fought. Three major private players – Bharti, Reliance and Vodafone -
with a formidable 54% share of the market between them, lead a large field of
mobile operators. State-owned enterprises –BSNL and MTNL – have also been
making their presence felt with a combined market share of 12%.
2.3 ORGANISATION BUSINESS PROFILE
Reliance Jio Infocomm Ltd. Company of Mr. Mukesh D Ambani is an Indian
internet access and telecommunication company headquartered at Mumbai.RJIL is
a subsidiary of Reliance Industries Limited(RIL),India‟s largest private sector
company, is the first telecom operator to hold pan India Unified License. This
license authorizes RJIL to provide all telecommunication services Global Mobile
Personal Communication by satellite. RJIL is coming with the latest technology
which changed Telecom tag to a different concept i.e. “Digitalization”. They are
not only coming with 4G but they are about to launch with a Digital platform.
They have been regressively working since year to make this project the most
successful one. Jio means blessing and yes this project is and will be blessing for
customers as well as people who got employment from this brand new huge
project.

Jio is not only coming up with 4G Internet but with the powerful ecosystem on
which a range of rich digital services will be enabled – a unique green-field
opportunity. There first product which Jio is not only coming up with 4G Internet
but with the powerful ecosystem on which a range of rich digital services will be
enabled – a unique green-field opportunity. There first product which came out in
the market is there handsets LYF which is their own brand. As they have launched
new technology “VoLTE”, they have launched supportable handsets for the same.
Jio also made their own customized applications which are useful in to the
customer‟s For E.g. Jio Money, Jio Chat, Jio Buzz, Jio Drive and also a website
known as AJIO which is a complete shopping site with Reliance brand clothes,
apparels etc.

Jio‟s vision is to provide digital services to all the mass and they don‟t want it to
remain a luxury item for people. The initiatives are truly aligned with the
Government of India's „Digital India‟ vision for our nation. Thus the Buzz about
Jio will surely come out with a positive outcome for both Reliance and for people
across India.

2.4 RELEVANT INFORMATION

Wireline Wireless Subscribers

Total Wireline Subscriber 29.59 million
Total Wireless Subscriber 969.89 million
Market Share of Private Operators (Wireline) 24.93%
Market Share of PSU Operator (Wireline) 75.07%
Market Share of Private Operator (Wireless) 91.68%
Market Share of PSU Operator (Wireless) 8.32%
Tele-density (Wireline) 2.12%
Tele-density (Wireless) 77.27%
2.5 SWOT ANALYSIS

STRENGTHS

 A well-established infrastructure across all over India.

 PAN India True 4g VoLTE.
 Affordable as seen with their handsets & their services.
 Pan India Spectrum Jio owns spectrum in 800 MHz and 1,800 MHz bands in
10 & 6 circles, respectively, of the total 22 circles in the country, & also
owns pan-India licensed 2,300 MHz spectrum.
 Reliance Jio has laid more than 2.5 lakh km of fibre-optic cables, covering
18,000 cities & over one lakhs village.
 Asset leverage allows Reliance JIO Infocomm Ltd. to use their best
operational assets to expand their business and improve their market share.
 A strong brand name is a major strength of Reliance JIO Infocomm Ltd..
This gives Reliance JIO Infocomm Ltd. the ability to charge higher prices
for their products because consumers place additional value in the brand.
 An innovative culture helps Reliance JIO Infocomm Ltd. to produce
unique products and services that meet their customer‟s needs

Weakness

 Unable to properly spread awareness about the services provided by Jio.

 Customer Base Not available as Commercial services yet to be launched
(Reliance JIO Infocomm Ltd.)
Opportunity

 Can provide their services in many government departments.

 Can target institutions such as-schools, colleges etc for their promotion &
spreading awareness among them.
 The online market offers Reliance JIO Infocomm Ltd. the ability to greatly
expand their business. Reliance JIO Infocomm Ltd. can market to a much
wider audience for relatively little expense.
 New technology helps Reliance JIO Infocomm Ltd. to better meet their
customer‟s needs with new and improved products and services. Technology
also builds competitive barriers against rival.
 High scope for expansion

Threats

 Competitor such as Airtel for 4G.

 Intense completion can lower Reliance JIO Infocomm Ltd.’s profits,
because competitors can entice consumers away with superior products.
 Changes to government rules and regulations can negatively affect Reliance
JIO Infocomm Ltd.
 Volatile costs mean Reliance JIO Infocomm Ltd. has to plan for scenarios
where costs skyrocket. Cautious planning leads to development delays that
can negatively affect Reliance JIO Infocomm Ltd.
 Volatile revenue makes planning difficult, which could delay key
investments in Reliance JIO Infocomm Ltd.‟s business.
2.6 PESTEL FRAMEWORK OF RELIANCE JIO

PESTEL analysis is used for determining the Political, Economic, Social,

Technological, Environmental and Legal factors associated with a particular
business. These factors often differ domestically and internationally. It provides
framework for the national and multinational companies and also mitigates their
risk.

 POLITICAL: These are all about how and to what degree a government
intervenes in business. This can include – government policy, tax policy,
labour law, environmental law, trade restrictions and so on. It is clear from
the list above that political factors often have an impact on organisations and
how they do business. Organisations need to be able to respond to the
current and anticipated future legislation, and adjust their marketing policy
accordingly. Reliance Jio follows all the health and safety of labour and
environmental policies and abides all tax policies as well.
 ECONOMIC: Economic factors have a significant impact on how an
organisation does business and also how profitable they are. Factors include
– economic growth, interest rates, exchange rates, inflation, disposable
income of consumers and businesses and so on. These factors can further be
broken down into macro-economic and micro-economic factors. Macro-
economic factors deal with the management of demand in any given
economy. Governments use interest rate control, taxation policy and
government expenditure as their main mechanisms. Micro-economic factors
are all about the way people spend their incomes. This has a large impact on
B2C organisations like Reliance Jio in particular.
  SOCIAL: these are the areas that involve the shared belief and attitude of
the population. These factors include – population growth, age distribution,
health consciousness, and career attitudes and so on. These factors are of
particular interest as they have a direct effect on how marketers understand
customers and what drives them. Relaince Jio would be deeply affected by
this factor.
1. Jio keeps all these cultural, social, religious, demographical factors in mind
and accordingly plans the business activities.
2. Jio gives their customers some extra features and benefits in products so as
to satisfy customers.
3. Jio has feedback mechanism “Jio Portal” through which existing and
potential customers can interact by sharing, discussing any query and for
feedback purpose.
 TECHNOLOGICAL:We all know how fast the technological landscape
changes and how this impacts the way company market their products and
services. Technological factors affect marketing and the management thereof
in three distinct ways:
 New ways of producing goods and services
 New ways of distributing goods and services
 New ways of communicating with target markets

ENVIRONMENTAL: factors have become important due to the increasing

scarcity of raw materials, pollution targets, doing business as an ethical and
sustainable company, carbon footprint targets set by governments (this is a good
example were one factor could be classes as political and environmental at the
same time). These are just some of the issues marketers are facing within this
factor. More and more consumers are demanding that the products they buy are
sourced ethically and if possible from a sustainable source.

 LEGAL: Government has approved percent of foreign direct investment

(FDI) in telecom sector for meeting the major demand of fund-starved
industry. Legal factors include- health and safety, equal opportunities,
advertising standards, consumer rights and laws, product labelling and
product safety. If an organisation trades nationally this becomes a very
tricky area to get right as each state has its own set of rules and regulations.
Jio is in a telecom and retail industry, has to comply by certain laws namely-
Telecom Regulatory Authority of India Act, 1997 (TRAI), Standard of
Quality of Wireless Data Service Regulations, 2015, Quality of Broadband
Service Regulation, 2014, Telecom Consumers Complaint Redressal
Regulation, 2014, etc.
2.7 CONCLUSION

From the above I can conclude as it an initial stage of reliance Jio,so it

should try to make the people aware of the products and services offered by
the company. Customers do not prefer reliance network therefore it will be
a hard task to get a good customer base,so it is crucial to improve the image
of the 2G and the 3G services available.
 CHAPTER -3
REVIEW OF LITERATURE
3.1 INTRODUCTION

The study comprises of the data of the people living in premium apartments about
their behaviour regarding their internet connectivity and their usage pattern
monthly. This study has been conducted to study the subscriber base of the most
feasible population of Lucknow so that if wanted these people can be targeted in
the coming future once company gets launched. Not only this research or study but
references has been taken from other several study and news in the market to
understand the future demand of the 4G network and linking it to my study so that
I can take out inferences out of it.

Review sources include various studies taken in the market regarding the 4G
services along with the news and related articles of the company Reliance Jio.
3.2 REVIEW OF RELEVANT LITERATURE

Source: Economic Times Telecom

According to an article published in Economic Times Telecom (ET Telecom),

“Reliance Jio eyes free data bundling deal with all smartphone vendors to push
subscriber base”. The article says that the company is entering into partnership
with almost all smartphone makers to bundle three months of free voice and free
data with handsets. A first for the Indian market, this is seen as a way of ramping
up users rapidly, also providing a push to smartphone sales.

Accordingly it says that a deal has been struck with Samsung and sales of the
devices have already begun. A pact with Apple is also said to be in the works.
While Jio opened up its network to staff and others last year, the company said
July 15 it‟s in a high state of readiness for a commercial launch. Reliance Jio
already has more than 1.5 million subscribers, which include customers of its Lyf
smartphones, employee and business partners including retailers. Buyers of the
bundled devices will be eligible for the SIM card that will allow them to access the
Jio network immediately. The three months of free data and talk plan will continue
if Jio does not commercially launch its services and tariff plans by then.

In a notice to National stock exchange Jio said it plans to raise Rs 15000 crore via
a rights issue to existing shareholders, the foremost being parent Reliance
Industries. The latest fund-raising comes after Jio had raised Rs 15000 crore via
another rights issue to the shareholders that exist back in January 2016. The
company has invested Rs 1.34 lakh crore out of Rs 1.5 lakh crore for setting up its
own network on spectrum and all other expenses. The company tested a wide
range of 4G voice over LTE (VoLTE) handsets for network compatibility which
focussed on dual sim models so that subscription of Jio can fit in a second
connection. With this, the company also opened up services to smartphones other
than own Lyf brand.

Source: International Business Times

Article published in International Business Times namely “How Reliance

Industries telecom arm plans to take on Airtel, Idea Cellular”, which highlighted
certain aspects of the company before its commercial launch and its effects on the
other telecom companies.

Reliance Jio Infocomm has come up with a feasible idea that it could be good for
both mobile providers and handset makers, even as it gears up to launch its 4G
services by the end of this year. Mukesh Ambani controlled Reliance Industries
Limited has been creating a buzz for its limited launch of 4G services for about 5
lakh users which consists of its employees, partners, vendors and associates last
December. Currently the user base stands at 1.5 million. After giving 10 GB data at
Rs 93 to Reliance Jio sim users within a month of making this offer, the company
planned to offer three months of free data and voice services along with handsets.
The company finalised deal with Korean company Samsung and the next could be
Apple.

“The company is expecting that this strategy will help to instantly build its
consumer base before its commercial launch which is expected anytime this year”,
quoted by RIL official. Later on also stated that “The test program to be
progressively upgraded into commercial operations in the month coming by”.
Source 3: Indian Express

According to an article published in the Indian Express Federal Bank partners with
Reliance Jio Money for one-click payment service. Reliance Jio Money is a wallet
application that will be launched soon for mobile devices where Federal Bank will
enable a direct enable a direct payment options for its customers. Through this
application leading private sector banks customers can complete a transaction
without funding the wallet. They will get a facility to directly pay from their
account from the services offered through the wallet. This arrangement will help
customers retain cash in their account and use it only when a transaction is made
unlike other instances where a wallet would require the user to maintain balance
exclusively in the wallet. Once come into service customers will be able to perform
a variety of transactions across numerous merchants in just a click.

“This arrangement would empower customers to retain the funds with their
accounts while enjoying the host of services available in the app.” Said Shalini
Warrier, Chief Operating officer, Federal Bank. She added “ The bank is very keen
on improving customer experience in the digital space and will be coming up with
a lot more arrangements and innovations to excite the customers.”
3.3 IDENTIFICATION OF THE GAP OR NEED OF STUDY

News is on set to give varied information and activities of the company. But news
forms the wider aspect of the company but not gives the picture of ground reality
of the company space. Also various studies conducted with reference to the usage
of 4G services do not give a clear picture of the reality on the grounds. Following
are the reasons that arouse the need of this study

 The idea of 4G services is something new to the people of Lucknow and

accordingly the expectations are high. Since the company has not launched
commercially people are not aware much about the company and their
services.

 The competition among different telecom companies in Lucknow has varied

proportions where the picture is completely different as seen from the
industry analysis and the market share of each competitor.

 The prospective customer of the Jio services need to be taken into the picture
and targeted as soon as it is possible.

 People in the premium apartments are considered to be more open to new

services but this might not be necessarily true. To give the real picture this
study has been conducted to overcome pre conceived notions.
3.4 CONCLUSION

Following conclusions have been drawn from the above statements

 Jio coming into the picture as new and fresh company to give 4G services to
people and by its pre launch offer has caught eye of the prospective
customers.
 Many other seeing the potential growth of the company has come in alliance
to work together and be on the ground to generate business out of it.
Likewise the Federal bank had signed an agreement with Jio‟s digital
services.
 Many competitors of the company has slashed their tariff prices and services
has made improved to overcome the threat is being followed by the launch
of the company.
 People are looking forward for new services of 4G launch and to overcome
the price barrier of the data usage.
 CHAPTER 4
DATA COLLECTION AND ANALYSIS
4.1 SAMPLING FRAME
A sampling frame is list of all items in the population. It is the complete list of
everyone and everything one want to study.

I was asked to cover four major areas of Lucknow only to the people who resided
in premium apartments. The major areas are

 Rajaji Puram
 Aashiyana
 Jankipuram
 Gomti Nagar
The target population comprised each and every individual of the apartments but I
was able to collect data from 120 respondents.

4.2 DATA COLLECTION METHOD

Data has been collected through quantitative data collection method. This method
comes in various forms but the most popular forms are surveys. I too did a survey
regarding the behaviour of the consumers in which I have made the following
questionnaire

1. Name of the respondent.

2. Name of the car if you have one.
3. Profession.
4. Approx household income yearly
5. Name of the operator connection.
6. How many mobile connections at home.
7. Monthly data consumption in all the mobiles connection.
 8. Do you use fixed line.
9. If you use fixed line what is the type of broadband you use.
10.Approximately monthly usage of data in broadband.
11.Monthly spend on broadband at home.
12.TV reception device you use.
13.Operator DTH you use.
14.Monthly spend on DTH/Cable
15.Total telecom spend in household monthly.
The questionnaire was more structured in nature because they required lower
cognitive load on the respondent. The amount of thinking that the respondent needs
was very less due to the presence of various options available to them to each
question they were addressing. This is the reason that the responses were recorded
accurately.

4.3 SOURCES OF DATA COLLECTION

The source of data collection is primary data through the use of instrument known
as questionnaire. The responses were collected from the people through the
questionnaires and observation.

4.4 PRESENTATION AND PROCESSING OF DATA FOR ANALYSIS

The analysis of data was done addressing every question differently and the
dividing them into different groups. For example in a question about the gender the
responses were divided among males and females and represented as percentages
of the two depicting in a pie chart. Similarly in a question were the respondent has
to fill monthly data consumption in an average, has been recorded in different
ranges. Each range formed a category and depicted in a bar graph for further
analysis.

So in this study data are analysed using bar graphs and pie charts.

4.5 Conclusion

The feedbacks or primary data collected from each customer were put down in a
excel sheet for future reference so that our Deputy General Manager can look back
and see any prospective customer and approach that particular one for the service.
The following are the major conclusion from analysis of the data:

 The major competitor for reliance is Vodafone followed by Airtel and so on.
 The findings show that there is not much difference between usage of
broadband and fixed line.
 The customers prefer DTH over cable due to better services.
 We can say that income plays an important role in spending of broadband,
mobile, DTH.
 CHAPTER-5
DATA ANAYSIS AND INTERPRETATION
Figure 2: genderFigure

Interpretation :Out of 119 responses, 79% of the respondants were male and 21%
were the females

Income level

Interpretation:42% of the people who were residentials of the premium

apartments were having the income above 10 lacks so they can be the potentials
customers.
Figure 3: operator connection

Interpretation: Around 49% and 43% of the respondents were saying that they
are using VODAFONE and AIRTEL network. So these two networks will be the
major competitors of Reliance Jio. when it will be launched.

Figure 4: Total Connections

Interpretation:45% of the respondants were saying they are having more than 4
mobile connections at home.It implies that Reliance jio can target these premium
apartments to create the strong customer base.
Figure 5: Total Consumption of Data

Interpretation:35% of the respondants were saying that they use 2 to 5 GB of data

for internet usage and they are also not very happy with the speed also,so Reliance
jio can capture the market of these potential customers in these premium
apartments.

Figure 6: Fixed line

Interpretation: Around 54% of the respondants were saying that people don‟t
prefer fixed line.

Figure 7: DTH/Cable

Interpretation: It shows that 54 % of the people generally prefer dongles other

than cables because it is easy to get a dongle connection.
Figure 8:Broadband Data Usage

Interpretation: From the above chart it is clear that on having broadband

connection, people generally use 5 to 10 GB of internet data. So reliance jio can
offer them products like wifi/mifi for better data usage.

Figure 9:Tv reception

Interpretation: Around 70% of the people prefer DTH over cable.So Reliance Jio
can offer DTH services to these premium apartments and can have strong
customer base.
Interpretation: TATA SKY and VIDEOCON are the market leaders in DTH
services.So they will be the potential competitors of Reliance jio.

Total monthly spend on DTH/ BROADBAND

Figure 10: Total Spend Telecom

Interpretation: From the above diagram, it is clear that 38% of the respondents
were spending 1500-2000 on DTH or BROADBAND,so it can have strong and
potential customer base for reliance jio.
 SPSS OUTPUT

STEP 1: Compare vale of p with alpha

p>alpha accept h0

p<alpha reject h0

So from the output we see that that significance vale is .999which is greater than
.05 which means that there is relation between the monthly consumption of data
and monthly spend on data.

STEP 2: Determine the strength of relationship

If value of R square is near 1 that means there‟s strong relationship

If value of R square is near 0 that means there‟s weak relationship

If value of R square is near 0.5 that means there‟s moderate relationship

From the table we see that value of R square .000 which means that there‟s
relationship between the monthly consumption of data and monthly spend on data.

SPSS OUTPUT

Correlation between in monthly data consumption in all the mobile

connection and total telecom spend household monthly
Correlations
Monthly
Data Total
consumptio Telecom
n in all the spend in
mobile household
connection monthly
Total Telecom Pearson 1 .218*
spend in household Correlation
monthly Sig. (2-tailed) .020
N 114 114
Monthly Data Pearson .218* 1
consumption in all Correlation
the mobile Sig. (2-tailed) .020
connection N 114 114
*. Correlation is significant at the 0.05 level (2-tailed).
As the Pearson‟s r value is 0.218 it is positive, but near to 0 hence the monthly
spend on broadband has a positive but little significance on monthly data
consumption. The Sig. (2-tailed), p value is .020 less than .05. Because of this we
conclude that there is statistically significant correlation between the monthly data
consumption in all the mobile connection and total telecom spend in household
monthly.

Correlation between household income yearly and average monthly spend on

broadband at home

Correlations
Average
House monthly
hold spend on
income braodband
yearly at home
House hold income Pearson 1 .383**
yearly Correlation
Sig. (2-tailed) .000
N 114 114
Average monthly Pearson .383** 1
spend on braodband Correlation
at home Sig. (2-tailed) .000
N 114 114
**. Correlation is significant at the 0.01 level (2-tailed).
As the Pearson‟s r value is 0.383 it is positive, hence more the household income
more is the monthly spend on broadband. The Sig. (2-tailed), p value is .000 less
than .05. Because of this we conclude that there is statistically significant
correlation between the household income yearly and average monthly spend on
broadband at home.
5.3 REMARKS

The task was definitely a challenging one with the additional limited time
constraint. It definitely served below mentioned objectives-

•Identification of major factors which affect customers‟ data usage pattern and
their telecom spend, and formulation of customized offerings on the basis of those
factors.

•Insight into the mind of customers, as to what extent brand image matters, and
how various brands fared against each other?

•Formulation of steps to strengthen JIO‟s brand image.

The task included the imbibing of excellent sales skills as well as developing a
sense of market mapping and flair to understand each and every customer
differently.

5.4 CONCLUSION

 The major competitor for reliance is Vodafone followed by airtel and so on.
 The findings show that there is not much difference between usage of
broadband and fixedline.
 The customers prefer DTH over cable due to better service.
 We can say that income plays an important role in spending of broadband,
mobile, DTH.
 Interacting with people especially to those who are working, data collection
is not easy and generally out of 10 only 3 to 4 tend to response.
 People of our age group are easy to talk and they are more responsive than
the elder ones.I came to know that there is seasonality in data usage pattern
also. Holidays record more usage of data whereas working days too record
but for people who are involved in job.
 Competitive companies come into picture like not only brands of Airtel and
Vodafone but local competitors too have an edge like Sikka and Tikona.
 One needs to be confident in speech and presentable so that people at least
give you attention for whatever you speak.
 Probability of getting response is far less than expected so having a target
would push up motivation to fulfill it.
 CHAPTER-6
RECOMMENDATIONS
6.1 Description of recommendation’s

The following are the recommendations which I think can work in favour of
reliance jio as an upcoming service provider:

 Reliance jio can likely give customers a triple approach of voice calls,TV
and broadband data focusing on full wallet share of subscribers.
 It should focus on advertisement as people are still confused between
reliance communication and reliance jio.
 As of now Reliance jio sims cannot work on other than jio phones,so I think
it should come out with sims which can work on other phones too to create a
larger customer base.
 It should also launch phones of higher range to capture market of premium
customers.

6.2 Details of recommendation

Reliance Jio should disclose its pricing when it will be commercially launched so
that the customers can get a fair view about the future pricing because customers
are very concerned about the prices of 4G data when it will be launched.

Reliance Jio should develop channels that consumers could differentiate between
reliance communication of ADAG group which is led by Mr.Anil Ambani and
reliance jio is a venture of Mr.Mukesh Ambani so that consumers can trust them,
as Reliance Communication has a negative impact on consumers on consumers
mind so it should spread awareness in customers and should actually make people
experience the speed of 4G.
As the company is new in the market with so heavy investment in this venture so
Reliance jio should spend more on advertisements as they have signed enough
brand ambassadors for the company so now they should make use of it.

Reliance Jio should also be commercially launched as soon as possible so that the
customers who have got a LYF handset get confidence that the company is not
indulged in any malpractices.
CHAPTER-7
CONCLUDING
REMARKS
7.1 Summary

This project titled “ A STUDY ON DATA USAGE PATTERN ON PEOPLE

LIVING IN PREMIUM APARTMENTS” is being conducted to identify factors
and provide revolutionary 4G LTE coverage and to understand the consumer
behavior towards 4G in the household sector of Lucknow.

RJIL has successfully demonstrated legal interception and monitoring rules

compliance of its 4G network for high speed wireless internet, phone calls and
messaging services across the country.

To capture all the details of the premium apartments for finding out the potential
future customers of reliance Jio.The variables involved in this project are:

 Area
 Address
 High-rise name
 Occupancy
 No. of buildings

The research methodology is descriptive and exploratory and sample size is

120.

The main aim of the study was to identify the potential future customers and to
make people aware about the new products and services offered by RJIL.
7.2 Gains from the project

It has helped me to understand the various following things like:

 To understand the importance and development of the telecommunication

industry in today‟s world.
 Practical learning by directly approaching and communicating to different
people.
 It has helped me get an understanding about the perceptions, expectations
and dilemma of consumers towards a product or service before actually
using or experiencing it.
 It has helped me to understand how a company (like JIO) can create a need
for a better product or service.
 To handle objections from the customers and clarify their misconceptions.
 It has helped me in critical thinking and to take decisions independently.

7.3 Limitation of the project

The following are the various limitations of this project:

 There was a time constraint.

 As the data is only from some premium apartments of lucknow,so we
cannot consider it for representing the whole household sector of
lucknow.
 Sample size is too small to predict the perception of whole population
of lucknow.
  The respondants were homogeneous as they were residentials of only
premium apartments.
 Identity proof required(people had trust issue).
 We were not allowed to enter the flats/premises for data collection.

7.4 Scope for further work

 For better understanding of the whole household sector,individual houses

should also be taken into consideration as premium apartments do not
represent the whole household sector.
 For better understanding and analysis, sample size should have been more.
 Areas other than gomti nagar,ashiaya,rajajipuram and jankipuram should
also be taken into consideration for the market research.

7.5 Conclusion

From the above details I can conclude that most of the customers from household
sector are willing to go with Reliance 4G services,as most of them are attracted by
the „JIO PREVIEW OFFER‟ which gives them the services free calling,4G
internet and sms for 90 days. They are also satisfied with the free WI-FI services
which is the main advantage of the organization to attract the customers.4G holds
enormous potential for 4G and can create boom in I.T and telecom industry.
BIBLIOGRAPHY

REFERENCES
 Available from www.trai.gov.in

 www.ibef.org

 http://www.ril.com/ourBusinesses/Jio.aspx

 Available from http://nextbigwhat.com/reliance-jio-4g-plans-297/

 Available from http://www.4gon.co.uk/solutions/introduction_to_4g.php

APPENDIX

(QUESTIONNAIRE)

Questions that included in the survey form are listed below

1. Name of the respondent.

2. Name of the car if you have one.

3. Profession.

4. Approx. household income yearly

5. Name of the operator connection

6. How many mobile connections at home.

7. Monthly data consumption in all the mobiles connection.

8. Do you use fixed line?

9. If you use fixed line what is the type of broadband you use.

10. Approximately monthly usage of data in broadband.

11. Monthly spend on broadband at home.

12. TV reception device you use.

13. Operator DTH you use.

14. Monthly spend on DTH/Cable

15. Total telecom spend in household monthly

 APARTMENTS VISITED

APARTMENTS VISITED FOR THE SURVEY

apartment name Address occupany%

rohtas plumeria C- 48, Vibhuti Khand, Gomti Nagar 40%
2/139, Mandi Parishad Rd, Vijaipur Village,
OMAXE Vishesh Khand 2 100%
rohtaas residential 50%
D-65, Acharya Narendradev Marg, Nirala
Indraprastha Naga 85%
green park Faizabad Rd, Lucknow, Uttar Pradesh 95%
spring greens Adjoining Ram Swaroop School, Faizabad 37%
M/949, Kanpur road, Ashiyana colony, sector
Ansal Orchid greens M 70%
Casa greens GH-09, sector 17, Vrindavan yojna, rae bareli
lucknow road 75%
AWHO residential
complex Manasarovar yojna 89%
Eldeco harmony Jail road udhyan 100%
Amrapali awadh
apartments faizabad road, HAL colony 85%
Kalyan apartments sec 24, faizabad road 80%
sukh complex munshi pulia 92%
surya apartments sec 21 76%
Shalimar ujala
apartments 56%
omaxe residency 1 sec 7, 75%
santushti apartments sec 7, 35%
celebrity greens ansal api 40%
ansal golf city 30%
Shreeniwas
apartments munshi pulia 100%
Sai Kiran Apartment Kursi road Adilnagar 65%
Eldeco eden park kursi road 70%
Sahara Estate Sector H 60%
Sahara Grace Sector H 45%
Super Green Atal Chauraha Sector 5 38%
T-Rose Tower Atal Chauraha GH-3 Sector 5 35%
Agrasen Heights Sitapur road Mohibullapur Madiyanva 21%
Eldeco Eternia Sitapur road ved nath puram Madiyanva 55%
Shalimar Courtyard Sitapur road 72%
Sparsh nikunj GH 103, Sec 14 100%
Vrindawan
Apartments Railway Colony 40%