A

PROJECT REPORT
ON
“A STUDY ON CUSTOMER SATISFACTION WITH REFERENCE
TO RELIANCE JIO”

In Partial fulfillment for the Award of the degree of

BACHELORS OF BUSINESS ADMINISTRATION (BBA)
(2017 -20)

Submitted
by
CH.Saikiran
(Regd No :2091-17-684-069 )

Under the esteemed guidance of

Mr. Asadullah

Department of Commerce and

Management

Dr. Narayana degree College Of Commerce and science.

Kukatpally
(Affiliated to Osmania University)
HYDERABAD
 DECLARATION

I hereby declare that this Project Report titled “A STUDY ON

CUSTOMER SATISFACTION WITH REFERENCE TO
RELIANCE
JIO ” being submitted is a bonafide work carried out by me
for the award of degree of Bachelor of Business Administration
(BBA) from Dr.Narayana Degree College of commerce and Science,
Kukatpally affiliated to O.U. Hyderabad, Under the guidance of Mr.
Rakesh Sharma, FACULTY, Dr.Narayana College of Commerce, for
the Academic year 2016-19 and it is not submitted to any other
University or Institution for the award of any degree / diploma
certificate or published any time before.

CH.Saikira
n Regd No :2091-17-684-
069
 CERTIFICATE

This is to certify that the Project Report titled “A STUDY ON

CUSTOMER SATISFACTION WITH REFERENCE TO

RELIANCE

JIO” being submitted by Mr.CH.Saikiran in partial fulfilment

for the award of the degree of Bachelors of Business

Administration (BBA) from Dr.Narayana Degree College of

commerce and science. Kukatpally affiliated to O.U. Hyderabad, is a

record of bonafide work carried out by her under my guidance and

supervision, .This has not been submitted to any other University

or Institution for the award of any degree/diploma/certificate.

( Asadullah,
MBA
) FACULTY

(Dr.John Moses,Mcom,Ph.D)
PRIN
CIPA
L
 ACKNOWLEDGEMENT

It is great pleasure to take the opportunity to acknowledge and express my

gratitude to all those who helped me throughout my project first of all I
would like to take this opportunity to thank our beloved
Dr.S.L.Narayana, Chairman of Dr Narayana College of Commerce
affiliated to Osmania University for having allotted project work as a part of
BBA course.

I also Express my sincere thanks to Dr John Moses, Principal ,Dr

Narayana Degree College of Commerce and science, for giving me permission
for taking up my project work.

I also Convey my gratitude to Mr.Rakesh Sharma, Vice-Principal ,Dr

Narayana Degree College of Commerce and science. for giving me
permission for taking up my project work.

I also thank Mr Asadullah ,Faculty of Department of Management , Dr

Narayana Degree College of Commerce and science, for giving me this
opportunity to take up the project work and helping me throughout the
project .

Finally I would also like to thank all the staff members in the Department of
Management , Dr Narayana Degree College of Commerce and science ,for
their support during the project.
CH.Saikiran
 INDEX
CHAPTER CONTENTS PAGE NO.

1.1 INTRODUCTION
1.2 NEED OF THE STUDY
CHAPTER-1 1.3 OBJECTIVES OF THE STUDY
6-14
1.4 METHODOLOGY OF THE STUDY
1.5 SCOPE OF THE STUDY
1.6 LIMITATIONS OF THE STUDY

CHAPTER-2 15-21
REVIEW OF LITERATURE
CHAPTER - 3 INDUSTRY PROFILE 22-28

CHAPTER - 4 COMPANY PROFILE 29-43

CHAPTER - 5 DATA ANALYSIS AND INTERPRETATION 44-62

FINDINGS
CHAPTER- 6 SUGGESTIONS 63-68
CONCLUSION

BIBLIOGRAPHY 69-70
ANNEXURE 71-74

5
CHAPTER - 1
 1.1 INTRODUCTION

After the globalization of India economy in 1991 the telecommunication sector

remained one of the most happening sectors in India. The recent years witnesses
rapid and dramatic changes in the field of telecommunications. In the last few years
more and more companies both foreign, domestic, come into cellular service, service
market and offers large number of services to the people.

A consumer may be referred to anyone engaged in evaluating, acquiring, using or

disposing of services which he expects will satisfy his wants. If any producer
makes out the marketing programmer ignoring the consumer preferences, he
cannot possibly achieve his ultimate objectives. A manufacturer must plan his
production and distribution to suit the consumer’s convenience rather than his
own. Therefore a marketer must know more and more about the consumers, so
that the products can be produced in such a fashion to give satisfaction to them.

In the year of 1989, the number of cell phone users in India was zero. In the year of
1999 the number of cell phone users has gone up by 13 lakh. In the year of 2000
the number of cell phone users has risen by one million. Indian telecom sector
added a staggering 227.27 million wireless mobile users in the 12 months between
March 2010 and March 2011, while the overall teledensity has increased to 81.82%
as of 30 November 2015, and the total numbers of telephone phone users (mobile
&landline) have reached 1009.46 million as ofMay,2015.Now currently telephone
subscriber (mobile &landline) is 1058.01 million (May2016).

The company is reconfiguring to meet the growing demand for mobile services. It
will differentiate our mobile services from our competitors through ongoing
investment in technology, distribution and customer services, providing both a
great customer experience and competitive value.

The company is updating our retail footprint to a new Reliance JIO

concept delivering a differentiated customer experience. A core part of our promise to
customers is to ensure that their technical experts in store transfer all their
personal data to their new LYF phone allowing them to walk out of the store with
their phone fully functional.
 1.2 NEED OF THE STUDY

Even though, Reliance Jio network offers cost free services, the 100% satisfaction
of its customer is a doubtful one. Although the customers are availing Jio services,
they spend some amount for using other networks. If Reliance Jio fails to give the
full satisfaction to its customer, it is difficult to sustain its image in the systematic
nation. The present study is an attempt to analyse the satisfaction level of the
customer of Jio network. Customer satisfaction towards call rates, data service,
value added services etc. are taken to consideration for the study
 1.3 OBJECTIVE OF THE STUDY

1. To study of customer satisfaction level on Reliance JIO products &services.

2. To find the market potential and market penetration of
Reliance JIO products &services offerings in Hyderabad.
3. To determine the key elements of customer care standards to be
maintained for the purpose of delivery high satisfaction and retaining the
customers in Reliance JIO products &services.

4. To analyze the customer’s satisfaction towards call rates, data

service, value added Services of jio
 1.4 METHODOLOGY OF THE STUDY

RESEARCH DESIGN:

The purpose of the methodology is to design the research procedure. This

includes the overall design, the sampling procedure, the data collection method
and analysis procedure.

Marketing research is the systematic gathering recoding and analyzing of data

about problem retaining to the marketing of goods and services.

The essential purpose of marketing research is to provide information, which will

facilitate the identification of an opportunity of problem situation and to assist
manager in arriving at the best possible decisions when such situations are
encountered.

Basically there are two types of researches, which according to their applicability,
strength, weaknesses, and requirements used before selecting proper type of
research, their suitability must be seen with respect to a specific problem two
general types of researches are exploratory and conclusive.

1.Conclusive Research:
It is also known as quantitative research; it is designed to help executives of
action that is to make decision.

When a marketing executive makes a decision are course of action is being

selected from among a number of available. The alternatives may be as few as
two or virtually infinite. They may be well defined or only vaguely glimpsed.

Conclusive research provides information, which helps the executives make a

rational decision. In some instances, particularly if any experiment is run, the
research may come close to specifying the precise alternatives to choose, in their
cases especially with descriptive studies the research will only particularly clarify
the situation and much will be left to the executive’s judgment.
The type of research here is “Descriptive Research Design”. This kind of design
is used for more precise investigation or of developing the working hypothesis from an
operational
point of view. It has inbuilt flexibility, which is needed because the research
problem, broadly defined initially, is transformed into one with more precise
meaning in exploratory studies, which in fact may necessitate changes in research
procedure for gathering relevant data.

The characteristic features of research are as follows: –

➢ Flexible Design

➢ Non-Probability Sampling Design

➢ No pre-planned design for analysis

➢ Unstructured instruments for collection of data

➢ No fixed decisions about the operational procedures

Sample Size

Sample size refers to the numbers of respondents researcher have

selected for the survey. I have selected 300 sample units from market
and individualcustomers.

Sampling Technique

The sample design provides information on the target information and final
sample sizes. I used conveyed convenient sampling surveyed in research.

Data collection tool

I have used Questionnaire, as the research instrument to conduct the market

survey. The questionnaire consisted closed ended questions designed in such a
way that it should gather maximum information possible.

The questionnaire was a combination of 15 questions. If choices are given it is

easier for the respondent to respond from the choices rather they think and reply
also it takes lesser time. Because the keep on responding and one has tick mark
the right choice accordingly.
Data was collected through two sources:
 Primary Source: Primary data was collected directly from the customers
through a questionnaire. Secondary Source: The secondary source was the
company website and my colleagues.

Methodofsampling
Convenient sampling is used to do sampling as all the customers in
the sites are Surveyed..

DataAnalysis
Data analysis was done mainly from the data collected
through the customers. The data Collected from secondary
sources is also used to analyse on one particular parameter.
Qualitative analysis was done on the data collected from the
primary as well as secondary Sources.
 1.5 SCOPE OF STUDY

The study makes effort to ascertain the satisfaction level of customer of Reliance
JIO. Through survey So that company would be able to come up to the
expectation level of its customer.

The company can come up to the expectation only by finding out the problem that
customer are facing during their purchase of Reliance JIO products.

The subject has been taken for the research as it plays key role in the success of
Telecom sector. No company can think of selling their product without having
satisfied customer. No company can survive in long run without coming up to the
satisfaction level of customer.
 1.6 LIMITATIONS OF THE STUDY

1. The first problem I faced is in getting the co-operation of the customers.

Many of the respondents I approached did not agree to the need and utility of
the project and hence did not agree to provide me with information.

2. The behavior of the customer is unpredictable which may result in the

lacking of accuracy in the data.

3. As the sample size of the survey was so small and comprise of only 300
customers, the results may have some prone to errors.

4. Study accuracy totally based upon the respondents response.

5. Stipulated short span of time for survey.

 CHAPTER - 2
LITERATURE REVIEW
Abhishek Kumar Singh and Malhar Pangrikar (2013) did a study titled “A Study Report,
to Find out Market Potential for 4G Businesses in Pune”. The Report is all about
“Study of market potential for 4G business in Pune” and also to know about the
customer perceptions and attitudes towards their current service provider.
Satisfaction level of the customers was also judged. The customer expectations
were analyzed thoroughly. Major factors considered in research are: what are the
needs of the companies based on the data services usage, major player in internet
services, and support to customers. The research was conducted on companies
mainly from Industries like IT, Education, Manufacturing and others which are located
in Pune city. It is clear from the survey done that Reliance & Tata are Leading Internet
service Provider; they are providing products like Data Card, Broadband etc tothe
corporate end users. Most of the companies are getting internet speed form 1MBPS-
4MBPS. Most of the companies are having good perception about 4 G and are willing
to switch to it from their current service provider.

H Oh, SC Parks - Hospitality Research Journal, 1996 - journals.sagepub.com.

There is a desperate need for new research that will advance customer satisfaction
(CS) and service quality (SO) methodologies in the hospitality industry. This
comprehensive review of the theories and methodologies reported in CS and SQ
studies cited in the hospitality literature provides suggestions for future CS and SQ
research in the hospitality field. First, the theoretical and methodological issues are
critically reviewed. Next, major developments in CS and SQ research methodologies
are discussed. The concept of importance and its role in behavioral models are
included as they have been recently applied in hospitality CS and SQ research. The
final section of this study is devoted to developing and proposing new directions for
future CS and SQ research in the hospitality industry.

M Kohlbacher - Business process management journal, 2010 - emerald.com.

The purpose of this paper is to carry out a literature review of studies that have
analyzed the effects of process orientation (PO).An examination of the literature is
undertaken to review studies that report about the influence of PO on organizational
performance. Studies are classified into statements without straight empirical
support, quantitative studies, and case studies.A total of 26 studies are identified
that report about effects of PO on organizational performance.
Studies where positive effects are obtained are predominant. The effects most often
reported are speed improvements, increase of customer satisfaction, improvement
of quality, reduction of cost, and improvement of financial performance.

MV Sánchez-Rebull, V Rudchenko - Tourism and hospitality …, 2018 -

hrcak.srce.hr. The aim of this paper is to provide empirical guidance on those
antecedents and consequences of customer satisfaction (CS) that may be included
in the tourism sector and based on a systematic literature review. Undertaken
through a review of 495 papers that have been published in 41 journals since 1988
and up to 2016 (a 29-year period). A more detailed understanding and discussion is
also provided, which has been based on the analysis of the
100 most-cited articles. The theoretical models and the empirical applications
provided depend to some extent on the sector under analysis. Nevertheless,
the most popular determinants and consequences are service quality and
loyalty (recommendation and revisiting), respectively. CS antecedents have
been studied more than CS consequences..
L Hüttinger, H Schiele, J Veldman - Industrial marketing management,
2012 – Elsevier. the reasons that suppliers serve some buyers better than others, our
research addresses a supplier's evaluation of customers and how this evaluation can
be influenced by buyers. To give an overview of the drivers of preferential treatment
by suppliers, the provided literature review covers three research fields that are
considered crucial to this issue: (i) customer attractiveness, (ii) supplier satisfaction
and (iii) preferred customer status. By integrating these research topics, we provide a
state-of-the-art analysis and overview of the various drivers of preferential treatment,
build a preliminary conceptual model and suggest several directions for future
research. The identification of the drivers and the resulting conceptual framework
can serve as a stepping stone for additional research in this new field.

S Ahmed, M Rahman - Turkish Journal of Islamic Economics, 2015 -

papers.ssrn.com. Customer satisfaction is one of the essential factors for the
success of a company. To achieve the high customer satisfaction, companies must
know when and how their customers are satisfied about the products and services.
Nowadays, different companies follow different types of marketing strategies
based on the target market demand. The majority of companies follow a
conventional marketing strategy, but some companies choose to follow a religious
or spiritual marketing strategy such as the Islamic marketing strategy.
Conventional marketing strategies satisfy the customers based on the current
needs of the customer, whereas, Islamic marketing strategies satisfy the customers
based on the human values, marketing cultures, and Islamic rules and regulations
(shariah laws).

B Changhong - Nankai Business Review, 2001 - en.cnki.com.cn. Customer

value is of demanding interest to marketers and researchers due to the western
enterprises' practice of searching for sustainable competitive advantage as well as
the development and evolution of
the related propositions. This paper presents a review and critique of the dominant
arguments
contributed by western scholars in the field of customer value research. The
concerned topics include the concept of customer value, its constituents,
determinants and changes, and how of customers' understanding and assessing to
the value delivered by enterprises.

SA Taylor, TL Baker - Journal of retailing, 1994 – Elsevier. Service quality

and customer satisfaction are widely recognized as key influences in the formation of
consumers' purchase intentions in service environments. However, a review of the
existing literature
suggests that the specific nature of the relationship between these important constructs in
the
determination of consumers' purchase intentions continues to elude marketing
scholars (c.f. Bitner and Hubbert 1994; Bolton and Drew 1994; Gronroos 1993; Rust
and Oliver 1994). The study reported here was designed to aid in the understanding
of these relationships by empirically assessing the nature of the relationship
between service quality and consumer satisfaction in the formation of consumers'
purchase intentions across four unique service industries.

A Eggert, W Ulaga - Journal of Business & industrial marketing, 2002 -

emerald.com. In recent years, there has been a resurgence of interest in the value
construct among both marketing researchers and practitioners. Despite a growing
body of research, it is still not clear how value interacts with related marketing
constructs. Researchers have called for an investigation of the interrelationship
between customer satisfaction and customer value to
reduce the ambiguities surrounding both concepts. Investigates whether customer
value and satisfaction represent two theoretically and empirically distinct
concepts. Also addresses whether value is a better predictor of behavioral outcomes
than satisfaction in a business marketing context

CHJ Wu, RD Liang - International Journal of Hospitality Management, 2009

– Elsevier. Exactly how the restaurant industry creates good quality service
experiences has attracted the attention of scholars and practitioners. Some scholars
advocate creating high quality service encounters to enhance customer satisfaction.
However, recent research has not examined hotel restaurant service, and a detailed
understanding of its potential effects on the customer meal experience and
customer satisfaction is needed. Consequently, this study of service encounters and
restaurant consumer behavior constructed a comprehensive framework via a
literature review.

RA Peterson, WR Wilson - Journal of the academy of marketing

science, 1992 – Springer. Self-reports of customer satisfaction invariably possess
distributions that are negatively skewed and exhibit a positivity bias. Examination
of the customer satisfaction literature and empirical investigations reveal that
measurements of customer satisfaction exhibit tendencies of confounding and
methodological contamination and appear to reflect numerous artifacts.
Implications and suggestions for research and practice are discussed.

O Mont, A Plepys - Final report to the Society for Non-Traditional …, 2003 -

academia.edu. This feasibility study commissioned by the National Institute for
Advanced Industrial Science and Technology in Japan (AIST) and supported by the
Sustainable Consumption Unit (UNEP) provided an overview of approaches used in
different disciplines for evaluating consumer behaviour. The study analyzed the
applicability of existing research concepts, theories, and tools for evaluating
consumer satisfaction with product-service systems (PSS). It included a discussion
of their strengths/weaknesses. BACKGROUND.It has been recognized that eco-
efficiency improvements at production and product design level can be significantly
reduced or totally negated by rebound effect from increased consumption levels.
A Taha, DH Jahed, MN Ahmad - on Research and …, 2013 - ieeexplore.ieee.org.
These days, issues such as customer satisfaction, attentiveness to customers'
requirements and the ability to reply to them in near real-time have become serious
competitive driving factors. While customer satisfaction regarding most goods and
services has been well explored in academic literature, there exists little research on
this factor with respect to mobile commerce applications and services. This paper
provides a systematic literature review of the available research into antecedents of
satisfaction in mobile commerce from 2005 to 2012. The outcomes are far from
unanimous and the differences suggest that the satisfaction antecedents in mobile
services are dependent on the nature of their services, their target clients and their
operations.

R Bennett, S Rundle-Thiele - Journal of services marketing, 2004 -

emerald.com. Customer satisfaction is an important issue for marketing managers,
particularly those in services industries. However, it appears that achieving
customer satisfaction is often the end goal, as evidenced by the emphasis on
customer satisfaction surveys. This paper proposes that this focus is due to the
assumption that satisfied customers are loyal customers and thus high levels of
satisfaction will lead to increased sales. As a result of this assumption, customer
satisfaction is often used as a proxy for loyalty and other outcomes. The authors
empirically demonstrate that satisfaction is not the same as attitudinal loyalty
and that there are instances where satisfaction does not result in loyalty.
H Oh - International Journal of Hospitality Management, 1999 – Elsevier. The
author proposes and tests an integrative model of service quality, customer
value, and customer satisfaction. Using a sample from the luxury segment of the
hotel industry, this study provides preliminary results supporting a holistic
approach to hospitality customers’ postpurchase decision-making process. The
model appears to possess practical validity as well as explanatory ability.
Implications are discussed and suggestions are developed for both marketers and
researchers.

S Fatma - International Journal of Business and Commerce, 2014 -

papers.ssrn.com. Customer Experience Management (CEM) is an emerging field
and as companies try new ways of understanding and managing experiences this
paper provides an integrative framework of customer experience antecedents and
consequences which contributes both to academic research as well as has
managerial implications. In this paper, the author critiques and consolidates the
existing research on Customer Experience Management and develops a
conceptual model of antecedents and consequences of customer experience
management through an exhaustive study of literature.

MS Balaji - IUP journal of management research, 2009 - academia.edu. Over the

past few years, the Indian mobile market has recorded an exponential growth that
has exceeded the expert’s expectations. The Indian mobile subscriber base grew by
approximately 48.5% in 2008.1 The low call rates, affordable mobile handsets, and
the changing socioeconomic status of the customers along with there gulatory
reforms have resulted in the Indian mobile sector to expand from around10 million
subscribers in 2002 to reach 370 million by 2008.2 The GSM players constitute 75%
of the total market with Bharti - Airtel, BSNL, Vodafone, and Idea being the major
players.

CS Long, R Khalafinezhad - Management, 2012 – Citeseer. Customer

Relationship Management (CRM) is the entire process that focuses on the interface
between the organization and its customers. The objectives of CRM are to enhance
profitability, income, and customer satisfaction. Customer satisfaction and
customer loyalty are two main criteria for every organization to get success. A
satisfied customer plays a role as a free advertiser for every organization. It was
argued that, customer satisfaction alone is not enough to be successful in today’s
competitive market. Previous researchers proved that the cost of retaining the exits
customer is less than the cost of finding the new one.

A Ramachandran, V Chidambaram - Periodica Polytechnica Social and 2012

- pp.bme.hu. Service process performance of an organization should be measured
continuously to achieve competitive advantage and this is possible through
providing excellent service by any organization. The quality of the products or the
quality of customer service determines the degree of customer satisfaction. The
customer satisfaction not only means, satisfying the customers but also customer
retention in case of service failure. The organization should solve the complaints
through various service recovery strategies. It is mandatory to identify the impact of
service failure and customer feedback for the survival, success and prosperity of an
organization
Q Zhang, MA Vonderembse, JS Lim - Supply Chain Management: An …, 2006
- emerald.com. To respond to an increasingly uncertain environment, firms are
seeking to enhance flexibility across the value chain. Spanning flexibility, a critical
dimension of value
chain flexibility, is the ability of a firm to provide horizontal information connections
across the value chain to meet a variety of customer needs. This research
organizes literature on spanning flexibility and classifies it according to
competence and capability theory.

LM McDonald, S Rundle-Thiele - International Journal of Bank …,

2008 - emerald.com. The purpose of this paper is to explore the relationship between
corporate social responsibility (CSR) and customer outcomes.This paper reviews
the literature on CSR effects and satisfaction, noting gaps in the literature.A series
of propositions is put forward to guide future research endeavours.By understanding
the likely impact on customer satisfaction of CSR initiatives vis-à-viscustomer-
centric initiatives, the academic research community can assist managers to
understand how to best allocate company resources in situations of low customer
satisfaction. Such endeavours are managerially relevant and topical.

S Ok, R Suy, L Chhay, C Choun - Asian Themes in Social …,

2018 - knowledge-press.com. Both public and private parts have given
considerable
keenness with respect to the perfect customer satisfaction in the current decades.
Customer satisfaction has been a renowned point in advertising practice and
educational research since Cardozo's (1965) a basic examination of customer effort,
expectations and satisfaction. The service quality and customer satisfaction are
associated with their definitions to their associations with alternate points of view in
business. The service quality is an attracted assessment that mirrors the customer’s
perception of reliability, assurance, responsiveness, empathy and tangibility; and
significant quality while satisfaction is more careful and it is affected by point of view
of service quality, item quality and cost, also situational fragments and individual
components

JLM TArn - Journal of Hospitality & Leisure Marketing, 1999 - Taylor & Francis.
Service quality, perceived value and customer satisfaction are variables of high
interest to marketers. These variables have been suggested to have an influence
on customers' post- purchase behavior. The research presented in this article
aims to examine the crucial role these variables play in shaping post-purchase
behavior within the context of restaurant industry.
Data were collected by means of self-administered questionnaires. Customer
satisfaction was found to be more strongly correlated with perceived performance
than disconfirmation.

M Terziovski - Management Research News, 2006 - emerald.com. There is

considerable confusion surrounding the applied role and business value of TQM.
Anecdotal evidence and empirical studies in the literature suggest considerable
variability in the performance of TQM. The purpose of the paper is to test the
strength of the relationship between quality management practice and two key
operational performance measures: productivity improvement and customer
satisfaction. A large database consisting of 962 responses from Australian
manufacturing firms and 379 responses from New Zealand manufacturing firms is
used to test the hypotheses.

Q Zhang, MA Vonderembse, JS Lim - The International journal of …, 2005

- emerald.com. To succeed in an uncertain environment, firms must respond to
changing customer needs, and logistics flexibility is an important part of the
response. This paper defines logistics flexibility, creates a framework to understand
it, and shows how it relates to customer satisfaction. The study uses a large sample
survey (n=273) from the Society of Manufacturing Engineers to develop valid and
reliable instruments to measure logistics flexibility and to test the relationships
among the variables using structural equation modeling
IK Kanten, GS Darma - Jurnal Manajemen Bisnis, 2017 -
journal.undiknas.ac.id. The purpose of this research is to examines the influence of
consumer behariour on marketing strategy, customer satisfaction and business
performance, the influence of marketing strategy on customer satisfaction and
business performance, and the influence of customer satisfaction on business
performance The population used in this study were guests who stayed in a Villa
unit sand Hotels under the management of Alpha Hotel Management, Bali –
Indonesia, with a total of 171 respondents. Data were collected by using
questionnaire, where the sampling method in this study using combination of
purposive and accidental sampling.
 CHAPTER - 3
INDUSTRY PROFILE
 INDUSTRY PROFILE

India has a fast-growing mobile services market with excellent potential for the
future. With almost five million subscribers amassed in less than two years of
operation, India's growth tempo has far exceeded that of numerous other markets,
such as China and Thailand, which have taken more than five years to reach the
figures India currently holds. The number of mobile phone subscribers in the
country would exceed 50 million by 2010 and cross 300 million by 2016, according
to Cellular Operators Association of India(COAI).

According to recent strategic research by Frost &Sullivan, Indian Cellular Services

Market, such growth rates can be greatly attributed to the drastically falling price of
mobile handsets, with price playing a fundamental role in Indian
subscriber requirements. Subscribers in certain regions can acquire the handset
at almost no cost, thanks to the mass-market Stage these
technologies have reached
internationally.TheIndianconsumercanbuyahandsetfor$150 or less. This should
lead to increased subscribership. This market is growing at an extremely fast
pace and so is the competition between the mobile service providers.

With the presence of a number of mobile telephony services providers including

market leaders like Airtel, Reliance, Idea Cellular, BSNL etc. who are providing
either of the two network technologies such as Global System for Mobile
Communications (GSM) and Code Division Multiple Access (CDMA). In cellular
service there are two main competing network technologies: Global System for
Mobile Communications (GSM) and Code Division Multiple Access (CDMA).
Understanding the difference between GSM and CDMA will allow the user to
choose the preferable network technology for his needs.

Global System for Mobile Communication (GSM) is a new digital technology

developed by the European community to create a common mobile standard
around the world. It helps you achieve higher sell capacity and better speech
quality and one can enjoy crystal clear reception on ones mobile phone. It
automatically solves the problem of eaves dropping on ones calls.
Before analyzing the telecom licensing framework in India, it is imperative that one
must examine what is a license. License issued by the government is an authority,
given to a person upon certain conditions to do something which would have been
illegal or wrongful otherwise.

For example, a driver’s license issued by the government, gives the authority to a
person to drive a motor vehicle. There are three main types of license fee which
the government charges: (I) initial license fee, which generally is non-refundable, (ii)
annual license fee, and (iii) additional fee for allocation of spectrum.

Licensing framework has been an integral part of India’s telecommunication law.

Under the Indian Telegraph Act, 1885, section 4 gives power to the government to
grant license to any person to establish, maintain or use a telegraph.

Code Division Multiple Access (CDMA) describes a communication channel

access principle that employs spread spectrum technology and a special coding
scheme (where each transmitter is assigned a code). It is a spread spectrum
signaling, since the modulated coded signal has a much higher bandwidth than
the data being communicated. CDMA is the current name for mobile technology
and is characterized by high capacity and small cell radius. It has been used in
many communication and navigation systems, including the Global Positioning
System and the omnitracs satellite system for transportation logistics.

Indian mobile telephony market is increasing day by day and there is more to
happen with technological up gradations occurring nearly every day and the ever-
increasing demand for easier and faster connectivity, the mobile telephony market
is expected to race ahead.
 NATIONAL TELECOM POLICY 1994 (NTP 1994):-

The National Telecom Policy was announced in 1994 which aimed at improving
India's competitiveness in the global market and provide a base for a rapid growth
in exports. This policy eventually facilitated the emergence of Internet services in
India on the back of established basic telephony communication network. This
policy also paved way for the entry of the private sector in telephone services.

The main objectives of the policy were:

• To ensure telecommunication is within the reach of all, that is, to

ensure availability of telephone on demand as early as possible

• To achieve universal service covering all villages, that is, enable all people to

access certain basic telecom services at affordable and reasonable prices

• To ensure world-class telecom services. Remove consumer complaints, resolve

disputes and encourage public inter face and provide a wide permissible range of
services to meet the demand at reasonable prices

• To ensure that India emerges as a major manufacturing base and major

exporter of telecom equipment

• To protect the defence and security interests of the nation.

The policy also announced a series of specific targets to be achieved by 1997 and
further recognized that to achieve these targets the private sector association and
investment would be required to bridge the resource gap.

Thus, to meet the telecom needs of the nation and to achieve international
comparable standards, the sector for manufacture of telecom equipment had been
progressively relicensed and the sub-sector for value-added services was opened
up to private investment (July 1992) for electronic mail, voice mail, data services,
audio text services, video text services, video conferencing, radio paging and
cellular mobile telephone. The private sector participation in the sector was
carried out in a phased manner. Initially the private sector was allowed in the value
added services, and thereafter, it was allowed in the fixed telephone services.
Subsequently, VSAT services were liberalized for private sector participation to
provide data services to closed user groups.
• Achieve efficiency and transparency in spectrum management
• Enable Indian telecom companies to become global players.

In line with the above objectives, some of the specific targets of the NTP 1999 were:
• Make available, telephone on demand by 2002 and achieve a tele density
of 7% by 2005 and 15% by2010
• Encourage development of telecom in rural areas by developing a suitable tariff
structure so that it becomes more affordable and by also making rural
communication mandatory for all fixed service players and thus
o Achieve a rural tele density of 4% by 2010 and
provide reliable transmission media in all rural
areas.

Players in the market

• BSNL is the market leader with a 67.7 per cent share followed by MTNL

with 11.5 per cent market share. Next is Bharti Airtel at 10.9%
followed by Tata and Reliance at 5% and 4.1%respectively.

• BSNL as a company is growing and showed annual revenues of approximately $4.5

billion as of 2014. BSNL is serving more than 125 million customers across the
country and is catalyst in checking the price point for telecom services.

• Also, with the government intensifying its rural focus, only BSNL
can turn into reality the next wave of rural telecom
penetration.

• BSNL is a 100% Central Government entity and employees with BSNL are entitled to

get salaries and perks as decided by Government of India and not by BSNL costs.
BSNL has massive infrastructure, manpower, systems, and 80 per cent of landlines
and 90 per cent of broadband connections in India are operated by it.

• “Vodafone is investing nearly US$ 3 bil ion over the next two years in India in

expanding its network infrastructure and distribution channel in the country,” as per
Vittorio Colao, CEO, VodafonePlc
• BlackBerry plans to set up enterprise solutions centres to educate corporate
customers about various BlackBerry Enterprise Service (BES)
10solutions."India is one of the fastest growing markets in terms of
smartphone and mobile data adoption,” said according to Sunil Lalvani,
Managing Director (MD), Black Berry India.

• Tata Teleservices plans to set up nearly 4,000 wi-fi hotspots in nine cities
across the country in the next two years.

Booming sectors

• 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 airtel, 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 of12%.
 A look ahead

• According to Craig Wigginton, vice chairman and U.S. Telecommunications leader,

Deloitte & Touche LLP, the big challenge for the telecom industry in 2016 – which
also presents a major growth opportunity for the sector – is that consumers are
getting addicted to connectivity and high speed.

• The ongoing expansion of the mobile ecosystem, coupled with demand for high-

bandwidth applications and services such as video and gaming, is keeping pressure
on the industry to increase the availability and quality of broadband connectivity.

What does this mean for players in the sector? Carriers will continue to
pursue technological advancements to handle demand, including offloading some
mobile bandwidth needs to Wi-Fi, which is proving an effective complement to
mobile networks. At the same time, long-term spectrum availability, spectrum
efficiency, small cell sand continued backhaul improvements are likely to be a key
focus to assure continued mobile broadband momentum
 CHAPTER - 4
COMPANY
PROFILE
RELIANCE JIO
 Jio's headquarters in RCP, Navi Mumbai

Formerly • Infotel Broadband Services Limited

called (2009 - 2013)
• Reliance Jio Infocomm Limited (2013 -
2015)

Type Subsidiary
Industry Telecommunications
Headquarters Navi Mumbai, Maharashtra, India

Key people Sanjay Mashruwalla (Managing

Director) Jyotindra Thacker (Head
of IT)
Akash Ambani (Chief of Strategy)
 Mobile telephony, broadband, Wifi, Router and4G
Products
Data services

Jio Apps
MyJio, JioChat, JioPlay, JioBeats,JioMoney,
JioDrive, JioOnDemand,JioSecurity, JioJoin,
JioMags,
JioXpress News, Jionet WiFi
Parent Reliance Industries

Subsidiaries LYF
www.jio.com

Website

Jio also known as Reliance Jio (RJIL),is an upcoming provider services in

India.and officially as Reliance Jio Infocomm Limited of mobile

telephony,broadband services,and digital

Reliance Jio Infocomm Limited (RJIL), a subsidiary of Reliance Industries Limited

(RIL), India’s largest private sector company, is the first telecom operator to hold
pan India Unified License. Formerly known as Infotel Broadband Services
Limited(IBSL), Jio will provide 4G services on a pan-India level using LTE
technology. The telecom leg of Reliance Industries Limited, it was incorporated in
2007 and is based in Mumbai, India. It is headquartered in Navi Mumbai.
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 is also deploying an enhanced packet core network to create future is tic high
capacity infrastructure to handle huge demand for data and voice. In addition to
high speed data, the 4G network will provide voice services from / to non-RJIL
network.

RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz (across 22
circles) capable of offering fourth generation (4G) wireless services. RJIL plans to
provide seamless 4G services using FDD-LTE on 1800 MHz and TDD-LTE on 2300
MHz through an integrated ecosystem.

Reliance Jio is part of the “Bay Of Bengal Gateway” Cable System, planned to
provide connectivity between South East Asia, South Asia and the Middle East, and
also to Europe, Africa and to the Far East Asia through interconnections with other
existing and newly built cable systems landing in India, the Middle East and Far
East Asia.

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.

R-Jio is also in the process of installing hundreds of monopoles, unlike the regular
rooftop- mounted telecom towers typically used by telcos, said the company
executive quoted above. Monopoles, or ground-based masts (GBMs), are expected
to double up as street lights and surveillance systems, and provide real-time
monitoring of traffic and advertising opportunities.
 The company, which plans to be rolled out commercial telecom service
operations from January, is currently in the testing phase for most of its
offeringsincluding4Gservices,a host of mobile phone applications and delivery of
television content over its fibre optic network.

Jio, meanwhile, faces its share of challenges in terms of return on investment and
capturing market share. The company, according to industry analysts, is expected
to spend
$8-9 billion for the 4G roll-out. The company will battle for subscribers with leading
telcos such as Bharti Airtel Ltd, Vodafone India Pvt Ltd and Idea Cellular Ltd.

The Dominant Players

➢ Bharti Airtel --- 23% Market Share

➢ Vodafone India --- 18% Market Share

➢ Idea Cellular --- 15% Market Share

➢ Reliance Communications --- 12% Market Share

➢ BSNL --- 10% Market Share

➢ Aircel --- 8% Market Share

➢ TATA Infocomm --- 7% Market Share

➢ Others --- 7% Market Share

The services were beta launched to Jio's partners and employees on 27 December
2015 on the eve of 83rd birth anniversary of late Dhirubhai Ambani, Founder of
Reliance Industries

Mr. Akash Ambani is being launched in business as a chief of strategy in Reliance

JIO, involved in day to day operations in business or Ms. Isha Ambani is involved in
branding and marketing. And the key people are Sanjay Mashruwalla (Managing
Director), Jyotindra Tacker
Reliance Industries Chairman Mukesh Ambani committed an investment of Rs.
2,50,000 crores on "Digital India" and said he expected the group's initiatives under
it will create over 5,00,000 direct and indirect jobs.

"Digital India as company has seen empowers them to fulfil their aspirations.
Reliance JIO has invested over Rs. 2,50,000 crores across the Digital India pillars,"
Ambani said, adding: "I estimate Reliance's 'Digital India' investments will create
employment for over 5,00,000 people. " Ambani said the launch of Digital India
initiative was a momentous occasion in an information age where digitization was
changing the way one lives, learns, works and plays. It can transform the lives of
1.2 billion Indians using the power of digital technology. And as well as "So 80
percent of the 1.3 billion Indians will have high-speed, mobile Internet. And by 2017,
company would cover90 percent. And by 2018, all of India would be covered by this
digital infrastructure,"
HISTORY

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband
Services Limited (IBSL) for Rs 4,800cr. Although unlisted, IBBL was the only firm to
win broadband spectrum in all 22 zones in India in the 4G auction that took place
earlier that year.Later continuing as RIL's telecom subsidiary, Infotel Broadband
Services Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in
January2013.

Acquisition & Subsidiaries:

✓ Acquired Infotel Broadband Services Limited in2010.

✓ Technology – Rancore Technologies

✓ ILD & NLD – Infotel Telecom.

Agreements:

✓ An agreement with Ascend Telecom for their more than 4,500 towers
across India. (June 2014)

✓ An agreement with Tower Vision for their 8,400 towers across India. (May2014)

✓ An agreement with ATC India for their 11,000 towers across India. (April2014)

✓ An agreement with Viom Networks for their 42,000 telecom towers. (March2014)

✓ Agreement with BhartiAirtel for a comprehensive telecom infrastructure sharing

agreement to share infrastructure created by both parties to avoid duplication of
infrastructure wherever possible. (December2013)
✓ A key agreement for international data connectivity with Bharti to
utilise dedicated fiber pairofBharti’si2isubmarinecablethatconnectsIndia
and

Singapore.(April2013)

✓ Agreements with Reliance Communications Limited for sharing of RCOM’s

extensive inter- city and intra-city optic fiber infrastructure of nearly 1,20,000 fiber-pair
kilometers of optic fiber and 500,000 fiber pair kilometers respectively (April 2013 / April
2014), and 45,000 towers (June 2013).
Technology:

✓ Reliance Jio Infocomm is currently laying OFC across the country to offer Fiber to
the home/premises (FTTH). This fiber backbone will also help them to carry huge
amount of data originated from their 4G network as well as public Wi-Fi network.

✓ Reliance Jio is deploying LTE-TDD technology for 2.3 GHz spectrum

band, acquired in 2010.
✓ Reliance Jio will deploy LTE-FDD for 1.8 GHz spectrum, which will ultimately
paved to roll out of LTE-A network aggregation of both technology and both
spectrum band.

✓ At present in different cities of India Reliance Jio offers Wi-Fi services. Most
of these cities are in Gujarat, where Reliance Industries also have one of the largest
petro- refinery.
✓ Once commercial y launched, Jio users can have access to Reliance

Communications’ 2G & 3Gnetwork.

OPERATIONS

In June 2015, Jio announced that it will start its operations all over the country by
the end of year. However, four months later in October 2015, the company's
spokesmen sent out a press release stating that the launch was postponed to the
first quarter of the financial year 2016-2017. Later in July, a PIL filed in the
Supreme Court by an NGO called the Centre for Public Interest Litigation, through
Prashant Bhushan, challenged the grant of pan-India licence to Jio by the
Government of India. The PIL also alleged that Jio was allowed to provide voice
telephony along with its 4G data service, by paying an additional fees of just
165.8 crore (US$25 million) which was arbitrary and unreasonable, and contributed to a
loss of 2,284.2 crore (US$340 million) to the exchequer.

The Indian Department of Telecom (DoT), however, refuted all of CAG's claims. In
its statement, DoT explained that the rules for 3G and BWA spectrum didn't restrict
BWA winners from providing voice telephony. As a result, the PIL was revoked, and
the accusations were dismissed.
 Beta Launch

The 4G services were launched internally toJio's

partners,itsstaffandtheirfamilieson27 December 2015. Bollywood actor Shah Rukh
Khan, who is also the brand ambassador of Jio, kick started the launch event which
took place in Reliance Corporate Park in Navi Mumbai, along with celebrities like
musician A R Rahman, actors Ranbir Kapoor and Javed Jaffrey, and filmmaker
Rajkumar Hirani. The closed event was witnessed by more than 35000 RIL
employees some of whom were virtually connected from around 1000 locations
including Dallas in the US.

PRODUCT & SERVICES

RELIANCE JIO 4G BROADBAND

The company has launched its 4G broadband services throughout India in the first
quarter of 2016 financial year. It was slated to release in December 2015 after
some reports said that the company was waiting to receive final permits from the
government. Mukesh Ambani, owner of Reliance Industries Limited (RIL) whose
Reliance Jio is the telecom subsidiary, had unveiled details of Jio's fourth-
generation (4G) services on 12 June 2015 at RIL's 41st annual general meeting. It
will offer data and voice services with peripheral services like instant messaging,
live TV, movies on demand, news, streaming music, and a digital payments
platform.

The company has a network of more than 250,000 km of fiber optic cables in the
country, over which it will be partnering with local cable operators to get broader
connectivity for its broadband services. With its multi-service operator (MSO)
licence, Jio will also serve as a TV channel distributor and will offer television-on-
demand on its network.

Pan-India Spectrum

Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles,
respectively, of the total 22 circles in the country, and also owns pan-India
licensed 2,300 MHz spectrum. The spectrum is valid till 2035.Ahead of its digital
services launch, Mukesh Ambani-led Reliance Jio entered into a spectrum sharing
deal with younger brother Anil Ambani- backed Reliance Communications. The
sharing deal
is for 800 MHz band across seven circles other than the 10 circles for which Jio
already owns.
 Reliance jio’s vision for India is that broadband and digital services will no longer be
a luxury item ,Rather convert it into a basic necessity that can be consumed in
abundance by consumers and small businesses. The initiatives are truly aligned with
the Government
of India's ‘Digital India’ vision for our nation.

• Digital Health care

• Affordable Devices
• Jio Drive
• Digital Education
• Digital Currency
• Digital Entertainment and social connectivity

LYF SMARTPHONES

In June 2015, Jio tied up with domestic handset maker Intex to supply 4G
handsets enabled with voice over LTE (VoLTE) feature. Through this, it plans to
offer 4G voice calling besides rolling out high-speed Internet services using a fiber
network, in addition to the 4G wireless network. [ However, in October 2015, Jio
announced that it would be launching its own mobile handset brand named LYF.

On 25 January 2016, the company launched its LYF smartphone series starting
with Water 1, through its chain of electronic retail outlets, Reliance Retail. Three
more handset models have been released so far, namely Water series, Earth
series, and Flame series.
Jionet WiFi

Prior to its pan-India launch of 4G data and telephony services, Jio has started
providing free Wi-Fi hotspot services in cities throughout India including
Ahmedabad and Suratin Gujarat, Indore, Jabalpur, Dewasand Ujjain in Madhya
Pradesh, select locations of Mumbaiin Maharashtra, Kolkata in West Bengal,
Lucknowin Uttar Pradesh, Bhubaneswarin Odisha, Mussooriein Uttarakhand,
Collectorate's Office in Meerut, and at MG Road in Vijayawada among others.
title=Reliance Jio rolls out wi- fi service at IP sigra Mall in Varanasi among
others.

In March 2016, Jio started providing free Wi-Fi internet to spectators at six
cricket stadiums hosting the 2016 ICC World Twenty20 matches. Jionet was
made available in Wankhede Stadium (Mumbai), Punjab Cricket Association
IS Bindra Stadium (Mohali), Himachal Pradesh Cricket Association Stadium
(Dharamshala), Chinnaswamy Stadium (Bengaluru), Feroz Shah Kotla (Delhi),
and Eden Gardens (Kolkata) in India.

Jio apps
In May 2016, Jio launched a bundle of multimedia apps on Google Play as part
of its upcoming 4G services. While the apps are available to download for
everyone, a user will require a Jio SIM card to use them. Additionally, most of
the apps are in beta phase. Following is a list of the apps:

MyJio - Manage Jio Account and Digital Services associated

with it JioPlay - A live TV channel service
JioOnDemand - An online HD video library
JioChat Messenger - An instant messaging
app JioBeats - A music player
JioJoin - A VoLTE phone
simulator JioMags - E-reader for
magazines
JioXpressNews - A news and magazine
aggregator JioSecurity – Security app
JioDrive - Cloud-based backup too
JioMoney Wallet - An online payments/walletapp.
JIO MIFI WIFI ROUTER

JIO PREVIEW OFFER FOR HP LAPTOPS:

3 Months Free Unlimited 4G Internet (Connected with

31Devices) 3 Months Free Unlimited Calling (At any network)
3 Months Free Unlimited SMS
Life time Roaming Free (All
India) Registration in E-mail is
compulsory
Available in Reliance store and Digital mini express store.

49
JIO PREVIEW OFFER (JPO)

3 Months Free Unlimited 4G Internet in LYF smartphones and

others all 4G smarthphones (Samsung, Micromax, Karbon, Lava,
HTC, Gionietc.)

3 Months Free Unlimited Calling (At anynetwork)

3 Months Free UnlimitedSMS

Life time Roaming Free (All overIndia)

2 Years Warranty (LYF handsetsonly)

Branding and Marketing

On December 24, 2015, Bollywood actor Shah Rukh Khan was
appointed as Jio's brand ambassador.
 CHAPTER - 5
DATA ANALYSIS
AND
INTERPRETATION
TABLE

❖ Age group of respondents

Age % of respondents No. of respondents

20-25 20% 60

25-30 26.66% 80

30-35 30% 90

Above 35 23.33% 70

Above35

INTERPRETATION:

The most number of respondents we have seen is from the age group 30-
35. This shows that people in this age group have more time
to dedicate towards these kind of things whereas people in age
group 20-25 have the least time as we have seen the least
number of respondents are from this group.
TABLE

❖ OccupAtion of the respondents

Occupation % of No. of
respondents respondents

Students 16.66% 50

Business man 30
26.66%

Private 30% 90
employee
s

Govt. employees 26% 80

Students

Govt. employees

INTERPRETATION:

• 16.66% of the respondents are Students.

• 26.66% of the respondents are Businessmen.

5
3
• 30% of the respondents are from Private employees.

5
3
• 26% of the respondents are Govt.Services

4
TABLE 1:
1. Do you have a

mobile phone? a)yesb)No

Mobil % of No. of respondents

e respondents
users

Yes 100% 300

No 0% 0

Sales

100%

INTERPRETATION:

Each and everyone of the respondents have a mobile phone. This shows
us how technology is growing.
TABLE 2:
2. Are you aware about Reliance JIO?

a) Yes b) No

Awarene % Of No. of respondents

ss respondents

Yes 93.33% 280

No 6.66% 20

No

INTERPRETATION:

We can say from the above study that Jio has reached to most of the
people as 93.33 percent of the respondents know about Jio.

4
8
TABLE 3:

3. Which operAtor’s service do you use?

1. Airtel
2. Re
liance JIO
3.Idea
4.Vodafone

Operator user % of No. of

respondents respondent
s

Airtel 30% 90

Reliance JIO 23.33% 80

Ide a 20% 60

Vodafone 26.66% 70

Idea

INTERPRETATION

The percentage of people using all these four networks Is almost same but
Airtel users are a bit more. Number of customers using Idea is the least.

49
TABLE 4:
4. What is your average monthly expenditure on mobile (in RS)?

a) Rs100-Rs200 b)Rs200-Rs300 c)Rs300-Rs400 d) AboveRs500

Expenditure (Rs) % of No. of respondents

respondent
s

Rs100-Rs200 35.71% 100

Rs200-Rs300 32.14% 90

Rs300-Rs400 28.57% 80

Above Rs500 10.71% 30

Above 500

INTERPRETATION:

Most number of people are paying between Rs. 100-200. And people
who are paying more than 500 is the least.
TABLE 5:

5. From which source you came to know about Reliance JIO?

a) Newspaper b)
Advertisementc)Mouth publicity d)Hoardings

Sources % of No. of
respondents respondents

News paper 32.14% 90

Advertisement 21.42% 60

Mouth publicity 28.57% 80

Hoarding 17.85% 50

News paper
Advertisement
Mouth publicity
Hoarding

INTERPRETATION:

We can say that most number of people got to know about Jio
Service through newspaper and hoardings have attracted the
least no of people.

51
TABLE 6:

6. Since how long you are using Reliance JIO services?

a) Less than one month b)2-3 months

c)4-5 months d)Non user

Users % of No. of respondents

respondent
s

Less than 42.85% 30

one
month

2-3 months 35.71% 25

4-5 months 14.28% 15

Non users 0% 0

Less than one

month
2-3 months
4-5 months
Non users

INTERPRETATION:
Surprisingly people who are not using Jio services are zero. And the most number
of people who are using it have been starting to use it less than a month.
TABLE 7:

7. Which feature of Reliance jio convinced you to use this?

a) Connectivity b) Schemes c)
Advertisements d)Goodwill

Convincing factor % of No. of respondents

respondents

Connectivity 21.42% 15

Scheme 57.14% 40

Advertisement 14.28%% 10

Goodwill 7.14% 5

Connectivity
Scheme
Advertisement

INTERPRETATION:

We can see that majority of the people have started using Jio due to their low
price schemes and their affordable pricing. Their good will did only attract a
very few people.
TABLE 8:
8. Which service do you like most while using the Reliance jio services?

a) Data services b) Call rate c) Network

coverage
d) Value added services

Services % of respondents No. of respondents

Data services 50% 35

Call rate 28.57% 20

Network coverage 14.28% 10

Value added services 7.14% 5

Call rate
Network coverage

INTERPRETATION:

Majority of the people like the Value added services given by Jio. And that was their
main intention as well. People value this more than their network coverage, call rate,
and data services.
TABLE 9:
9. Why did you choose this service provider

a).Unlimited calling services b).Unlimited Data

services c).Unlimited sms services d).All services

Choose the service % of respondents No. of respondents

Unlimited calling 14.28% 10

services

Unlimited Data services 35.71% 25

Unlimited sms 7.14% 5

services

All services 42.85% 30

14.28%

Unlimitedcallingservices

Unlimited sms services

All services

INTERPRETATION:
People are using Jio today because they are sick of the high pricings of other
service providers and they want to get all those services at a low price. These
services are unlimited calling services, unlimited data services, unlimited sms
services
TABLE 10:

10. Do you call at customer care?

a) Yes b) No

Respondents % Of respondents No. of respondents

Yes 100% 70

No 0% 0

If Yes, how often you call at customer care?

1.Daily 2. Once in week 3.Once in month 4.Rarely

Customer call % of No. of respondents

respondent
s

Daily 28.57% 20

Once in week 50% 35

Once in month 14.28% 10

Rarely 7.14% 5

56
 Once in week
Once in month
Rarely

INTERPRETATION:

Half of the people call customer care once in a week. Surprisingly, 28.57%
people call customer care on a daily basis
TABLE 11:

11. For what reason do you call customer care?

a) Value added services b) Information regarding new

schemes
c) Complaints d) Other queries

Reason % of respondents No. of respondents

Value added services 21.42% 15

Schemes 57.14% 40

Complaints 7.14% 5

Queries 14.28% 10

Schemes

Queries

INTERPRETATION:

Most of the people are calling customer care to find out about new schemes in
the market. So i Suggest the company to advertise more on their new schemes
so that customers don’t need to call about the schemes.
TABLE 12:
12. Are you satisfied with

Reliance JIO services? a)Yes b)

No

Satisfaction level % Of respondents No. of respondents

Yes 71.42% 50

No 28.57% 20

no

INTERPRETATION:

71.42% people are satisfied with Reliance Jio and 28.57 of them are not satisfied.
TABLE 13:

13. What should be improved in Reliance JIO services

a)Improve in Network coverage b)Remove

callingcongestion c)Upgrade in Android
version d)Others

Improvement % of No. of
respondent respondents
s

Improve in Network 9% 10
coverage

Remove 8% 7
calling
congestion

Upgrade in Android 2% 3
version

Others 1% 2

Improve in Network
coverage
Remove calling
congestion
Upgradeinadroidversion

INTERPRETATION:

Most of the people are saying that Jio needs to improve on their

60
network coverage and calling congestion.

61
TABLE 14:

14. Would you like to recommend others?

a) Yes b) No

Recommendation % Of respondents No. of

respondent
s

85.14%
Yes 60

No 14.28% 10

Sales
14.28%

85.72

INTERPRETATION:
Most of the people are willing to recommend Jio to others.
TABLE 15:

15. Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very good Fairly good Average Poor

Network ✓
coverag
e

Data service ✓

Callin ✓
g
service

Value ✓
added
service
s

Customer ✓
care

New ✓
schemes
and offers

62
CHAPTER - 6
FINDINGS
 FINDINGS

The following are the findings of the study.

1. While conducting the survey, I found that most of 71.23% respondents

are satisfied with Reliance JIO,and29.77%ofrespondentsarenot
satisfied. Because still they have network problem in deep rural areas.

2. Reliance JIO has wide market captured inMuradnagar.LYF

handsets are highly demanded in the market by its customers.

3. Most of the customers are preferred to buy and utilize the LYF
handsets because its demand is very high in the area of
Muradnagar.

4. Customers are satisfied the 4G unlimited services as

comparison to others services.

5. Reliance JIO is the market leader in Muradnagar areas, all the

customers are preferred its products &services.

6. Reliance JIO is enhanced the potential market share in Muradnagar.

7. Highly competition among other mobiles Samsung, Redmi, HTC.

But LYF handsets are more preferred by the customers.

8. Wide network coverage is available in Muradnagarareas.

9. LYF handsets are highly selling products in Muradnagar

markets. Because unlimited 4G schemes are considered by
customers.

At last it can be said that there are a lot of scope of Reliance jio market in near future
SUGGESTIONS
 SUGGESTIONS

1. In today’s era the Reliance JIO must focus on rural areas to get the
people attention and gather the rural people interest. Because most of
rural people are not having the knowledge about Reliance JIO.

2. Spread out the awareness about Reliance JIO in deep rural areas.

3. Replenish the products on Retailer’s shop on right time, where it is lacking.

4. Remove (exterminate) the problem of calling congestion & call drop.

5. Make the advertisement of Reliance JIO by putting hoardings, boards,

posters, and neon (electric) sign boards in every areas. It should be
highlighted punch line” LYF DEKHO LYF JAISI”.

6. Get the feedback from existing customers about Reliance JIO and
take the reference for making new customers.

7. We should try building a good relationship with all retailers, praise,

recognition & honour on several occasion for our retailers would
help a lot.

8. The customer care people and also employees in Reliance JIO

should try to convey brand Reliance JIO while talking to
people.

9. Enhance the market penetration &shares in every market and

give the high competition to others company.
CONCLUSION
 CONCLUSION

Reliance JIO has become a very successful brand in India &providing

customer satisfaction is to be there main motive. It provides unlimited free
calling and data services & SMS on the move as people are more dependent
on it in their daily lives like wide network coverage and good 4G services.
Because 3G services was unable to meet out customer needs and wants.
That’s why 4G has been evolved for Indian customers.

Reliance JIO possesses congestion free &wide network coverage, attractive

4G schemes &customer services as well as lifetime roaming free services.

Providing customer satisfaction is the most crucial step of the company as

they are to be satisfied and provides Internet access on the move such as
Wide network coverage and good 4G services as they are important and
technology advanced stuff required by almost everybody in today’s
environment, Reliance JIO is a home brand company and a very emerging
brand in India and will be successful in overseas market in upcoming years. It
possesses congestion free &wide network, attractive 4G schemes &customer
services to cover one of the wide stare as.

From the details it can be concluded that 80% of Reliance JIO users preferred
to remain with Reliance JIO and fully satisfied. Also good number of
customers who are willing to switch from their respective subscribers showed
interest in Reliance JIO. Reliance JIO is capturing the wide area of Indian
markets increasingly day by day. Hence, these statistics imply a bright future
for the company. It can be said that in near future, the company will be
booming in the telecom industry.
BIBLIOGRAPHY
 BIBLIOGRAPHY
Referred Books:
• C.R. Kothari – Research Methodology

• C.R. Kothari (2004) – Research Methodology Methods

&Techniques‟, New Age International Publishers, New Delhi,

2ndEdition.

• D.D. Sharma – Market Research

• Kamil Sh. Zigangirov – Books & magazine on mobile communication-.

• Philip Kotler & Kevin keller – Principles of Marketing – Edition: 12

Articles:
• Mukesh Ambani's son Akash Ambani joins Reliance Industries;
begins at telecom arm Reliance Jio, The Economic Times
• Reliance Jio Infocomm6 launches 4G services for employees
,The Economic Times, December 27, 2015, retrieved
December 29,2015
• Reliance Industries buys 95% stake in IBnfotel Broadband for
Rs. 4,800 crore, The Economic Times Business Line
• Reliance Jio employees to get freebies, discount on 4G service,
Gadgets 360 - NDTV, December 25, 2015, retrieved December 29,2015
• Reliance to launch Jio by Dec, set to kick off pricing war, Business Standard

Web Sites:

• www.JIO.com
www.MYLYF.com
 ANNEXURE
ANNEXURE

NAME: ------------------------------------

AGE: ------------------------------------
SEX: ------------------------------------

OCCUPATION: ------------------------------------
MOBILENO: ------------------------------------
ADDRESS: ------------------------------------

Questionnaire
1. Do you have a mobile phone?
a) Yes b)No

2. Are you aware about Reliance JIO?

a) Yes b)No

3. Which operator’s service do you use?

a) Airtel b) Vodafone c) Idea d) Reliance JIO

4. What is your average monthly expenditure on mobile (in RS)?

a) Rs100-Rs200 b) Rs200-Rs300 c) Rs300-Rs400
d) Above Rs 500

5. From which source you came to know about Reliance JIO?

a) Newspaper b) Advertisement c) Mouth publicity d) Hoardings

6. Since how long you are using Reliance JIO services?

a) Less than one month b) 2-3 months c) 4-5 months
d) Non users

7. Which feature of Reliance Jio convinced you to use this ?

a) Connectivity b) Schemes c) Advertisements d) Goodwill
 a) Yes74

8. Which service do you like most while using the Reliance jio services?
a) Data services b) Call rate c) Network coverage
d) Value added services

9. Why did you choose this service provider?

a) Unlimited b) Unlimited Data services

calling services c) d) All services
Unlimited SMS
services

10. Do you call at

customer care?

b) N
o

If Yes, how often you call at customer care?

1. Daily 2.Once in week 3.Once in month 4.Rarely

11. For what reason do you call customer care ?

a) Value added Information regarding new

services
schemes d) Other queries
c) Complaints

b)

12. Are you satisfied with Reliance JIO services?

a) Yes b) No

13. What should be improved in Reliance JIO services

a) Improve c) Upgrade in Android version

b)
in Network coverage
 Remove calling
congestion
d) Others
14. Would you like to recommend Jio to others?
a) Yes b) No
15. Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very good Fairly Average Poor

good

Network
coverag
e

Data service

Callingservic
e

Value
added
service
s

Custome
r care

New
schemes
and offers