1

PROJECT REPORT

ON

“CUSTOMER SATISFACTION TOWARDS RELIANCE JIO”

STUDENT DECLARATION
This is to declare that this Summer Training Project report on “Customer satisfaction towards Reliance
Jio” is a record of genuine work done by me under the guidance of Mr. Arun Dogra marketing head of
Reliance Jio infocomm Limited in the partial fulfillment of the requirement for Master of Business
Administration.

I declare that this project report is original and not submitted to any other university
before.

Signature of the Student:

Student’s Name : rajesh kumar

Roll no. : A1920 1160 825

2
 ACKNOWLEDGEMENT

while conducting this report, I got support in many ways from many people. First, I am deeply
grateful to my project guide, Mr. Arun Dogra marketing head in Reliance Jio Infocomm Limited. who
helped me with full devotion and always supported me earnestly whenever it was needed. Without his
guidance, mental & moral support and academic inputs this report was not possible.

This report could never have seen the light of the day without his co-operation of those
Clients who participated in this. I am thankful to all of them for giving me their valuable time.

My friends have been biggest support for me at every juncture of life. They manifested their
great interest in my research work also and always tried to make things easy for me.

A word of gratitude goes to my family members whose love; affection and understanding have enabled
me to complete this endeavour with ease.

At the end, I thank to Almighty for giving me courage and strength to conduct this project report.

( rajesh kumar )

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 PREFACE

Master of Business Administration (M.B.A.) programme is one of the most reputed professional
courses in the field of management. This course includes both theory and its applications as per
contents of its curriculum.The project report is an integral part of Master of Business Administration
programmed of Amity University. It gives exposure to our practical knowledge and also to get interact
with the various aspects of present market conditions. Each student is required to undergo practical
training, after the completion of second semester examination.

The Training project programmers are designed to give the managers the future of the
corporate happenings and work culture. The real life situation is really different from the stimulated
exercise enacted in an artificial environment inside. The Training project programmers are designed,
so that the managers or tomorrow do not feel when the time comes to take responsibilities.

The project report presented here is a result of my hard work. This project helps me to learn
about of working in Telecom Sector.

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 TABLE OF CONTENTS

S.No. Description Page No.

A Student Declaration 2

B Acknowledgement 3

C Preface 4

D Executive Summary 7

1. Introduction 8

2. Industry profile 11

3. Company profile 23

5. Design of study 35

10. Data analysis and Data presentation 40

11. Findings 67

12. Limitation 70

13. Conclusion 71

14. Suggestions 73

15. Bibliography 75

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16. Annexure 78

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 EXCEUTIVE SUMMARY

This Summer Training project report is based on telecom sector as the telecom sector is growing at a
very good pace.

This project titled on “Customer Satisfaction Towards Reliance JIO” is being conducted to identify
factors and provide revolutionary 4G LTE coverage and high speed Wi-Fi services of Reliance JIO at all
parts of Muradnagar city.

RJIL (Reliance Jio Infocomm Ltd.) has successfully demonstrated legal interception and monitoring rules
compliance of its 4G network for high speed wireless internet, phone calls, video and messaging service
across country.

To identify all the below buildings in work scope area and establish contacts with the building
owner/association and explain them the benefits of high speed internet and 4G connectivity.

 All G+5 (ground floor +five floors) and above buildings

 Shopping malls
 Hospitals
 Hotels
 Colleges

To capture all the details of the building. The variables are involved in this project

1. Area

2. Address

3. Building Name

4. Number of Floors

5. Type (commercial, residential, both, Hotel, Hospital)

6. Latitude &Longitude {By using Smart phone app}

7. Number of Home passes

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8
1. INTRODUCTION
1.1 GENERAL INTRODUCTION

A fter 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 of May,2015.Now currently telephone subscriber (mobile & landline) is
1058.01 million (May 2016).

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.

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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. Extensive trials of our new concept store across all markets have shown
significant increases in both sales and customer satisfaction. The new concept will be rolled out globally
over the next upcoming years.

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 INDUSTRY PROFILE

Part A

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).

11
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. The Indian consumer can buy a handset for $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 eavesdropping 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.

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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.

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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 interface 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

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  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.

15
Establishment of TRAI

The entry of private players necessitated independent regulation in the sector; therefore, the
TRAI was established in 1997 to regulate telecom services, for fixation/revision of tariffs, and
also to fulfil the commitments made when India joined the World Trade Organization (WTO) in
1995. The establishment of TRAI was a positive step as it separated the regulatory function
from policy-making and operation, which continued to be under the purview of the DoT2.

The functions allotted to the TRAI included:

a. To recommend the need and timing for introduction of new service provider
b. To protect the interest of customers of telecom services
c. To settle disputes between service providers
d. To recommend the terms and conditions of license to a service provider
e. To render advice to the Central government on matters relating to the development of
telecommunication technology and any other matter applicable to the telecommunication
industry in general.

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NEW TELECOM POLICY 1999 (NTP 1999):-

In recognition of the fact that the entry of the private sector, which was envisaged during NTP-
94, was not satisfactory and in response to the concerns of the private operators and investors
about the viability of their business due to non realization of targeted revenues the government
decided to come up with a new telecom policy. The most important milestone and instrument of
telecom reforms in India is the New Telecom Policy 1999 (NTP 99). The New Telecom Policy,
1999 (NTP-99) was approved on 26th March 1999, to become effective from 1st April
1999.Moreover, convergence of both markets and technologies required realignment of the
industry. To achieve India’s vision of becoming an IT superpower along with developing a
world class telecom infrastructure in the country, there was a need to develop a new telecom
policy framework. Accordingly, the NTP 1999 was framed with the following objectives and
targets:

 Availability of affordable and effective communication for citizens was at the core of the vision
and goal of the new telecom policy
 Provide a balance between provision of universal service to all uncovered areas, including rural
areas, and the provision of high-level services capable of meeting the needs of the economy
 Encourage development of telecommunication facilities in remote, hilly and tribal areas of the
nation
 To facilitate India’s journey to becoming an IT superpower by creating a modern and efficient
telecommunication infrastructure taking into account the convergence of IT, media, telecom
and consumer electronics
 Convert PCOs, wherever justified, into public telephone information centers having multimedia
capability such as ISDN services, remote database access, government and community
information systems etc.
 To bring about a competitive environment in both urban and rural areas by providing equal
opportunities and level playing field for all players
 Providing a thrust to build world-class manufacturing capabilities and also strengthen research
and development efforts in the country
 Achieve efficiency and transparency in spectrum management

17
  Protect the defense and security interests of the country
 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% by 2010
 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
o media in all rural areas.

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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.

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 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

 However both, MTNL and BSNL are plagued by declining revenues coupled with high
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 billion over the next two years in India in expanding
its network infrastructure and distribution channel in the country,” as per Vittorio Colao,
CEO, Vodafone Plc.

 BlackBerry plans to set up enterprise solutions centres to educate corporate customers

about various BlackBerry Enterprise Service (BES) 10 solutions. "India is one of the
fastest growing markets in terms of smartphone and mobile data adoption,” said
according to Sunil Lalvani, Managing Director (MD), BlackBerry India.

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

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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 of 12%.

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.

21
 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 cells and
continued backhaul improvements are likely to be a key focus to assure continued mobile
broadband momentum

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 3.COMPANY PROFILE

3.1 COMPANY PROFILE

Reliance Jio Infocomm Limited, or Jio, is an LTE mobile network

operator in India. It is a wholly owned subsidiary of Reliance
Industries headquartered in Navi Mumbai, Maharashtrathat
provides wireless 4G LTE service network (without 2G/3G based
services) and is the only 'VoLTE-only' (Voice over LTE) operator in
the country which lacks legacy network support of 2G and 3G, with
coverage across all 22 telecom circles in India.[2][3]

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The services were first 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,[4][5] and later services were commercially launched on
5th September 2016.

History

Jio's headquarters in RCP, Navi Mumbai

In June 2010, Reliance Industries (RIL) bought a 96% stake in

Infotel Broadband Services Limited (IBSL) for ₹4,800
crore(US$750 million). Although unlisted, IBSL was the only
company that won broadband spectrum in all 22 circles in India in
the 4G auction that took place earlier that year.[6]Later continuing as
RIL's telecom subsidiary, Infotel Broadband Services Limited was
renamed as Reliance Jio Infocomm Limited (RJIL) in January 2013.[7]
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In June 2015, Jio announced that it will start its operations all over
the country by the end of 2015.[8] 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.[9]
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$26 million) which was arbitrary and
unreasonable, and contributed to a loss of ₹2,284.2
crore (US$360 million) to the exchequer.[10][11]
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.[12]
Beta launch
The 4G services were launched internally to Jio's partners, its staff
and their families on 27 December 2015. Bollywood actor Shah
Rukh Khan, who is also the brand ambassador of Jio, kickstarted 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.[13] 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.[14][15][16]
Commercial launch
The company commercially launched its services on 5 September
2016.[4] Within the first month of commercial operations, Jio
announced that it had acquired 16 million subscribers. This is the

25
fastest ramp-up by any mobile network operator anywhere in the
world.[17] Jio crossed 50 million subscriber mark in 83 days since its
launch.[18]subsequently crossing 100 million subscribers on 22
February 2017.[19] By October 2017 it had about 130 million
subscribers.[20]
Alliance
Jio, in February 2016 announced a global alliance of Mobile Network
Operators which include:[21][22]

 BT Group
 Deutsche Telekom
 Millicom
 Orange S.A.
 Rogers Communications
 MTS (network provider)
 Telia Company
 Telecom Italia

26
Network
Radio frequency summary
Jio owns spectrum in 850 MHz and 1,800 MHz bands in ten and six
circles, respectively, of India's 22 circles, and also owns pan-India
licensed 2,300 MHz spectrum. The spectrum is valid till 2035.[23]

FDD-LTE FDD-LTE TDD-LTE

Telecom circle 1800MHz 850MHz 2300MHz
Band 3 Band 5 Band 40

Andhra Pradesh & Telangana

Assam

Bihar & Jharkhand

Delhi

Uttar Pradesh (East)

Gujarat

Haryana

Himachal Pradesh

Jammu and Kashmir

Karnataka

Kerala

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 FDD-LTE FDD-LTE TDD-LTE
Telecom circle 1800MHz 850MHz 2300MHz
Band 3 Band 5 Band 40

Kolkata

Madhya Pradesh & Chhattisgarh

Maharashtra

Goa

North East

Odisha

Punjab

Rajasthan

Tamil Nadu

West Bengal

Uttar Pradesh (West)

Partnerships
Jio shares spectrum with Reliance Communications. The sharing deal is for
800 MHz band across seven circles other than the 10 circles for which Jio
already owns.[24]
In September 2016, Jio signed a pact with BSNL for intra-circle roaming which
would enable users of the operators to use each other's 4G and 2G spectrum
in national roaming mode.[25]

28
In February 2017, Jio announced a partnership with Samsung to work on LTE
- Advanced Pro and 5G. [26]

Products and Services

JioPhone

On 21 July 2017, Jio introduced its first affordable 4G feature phone, powered
by KaiOS, named as JioPhone. The price announced for it is ₹ 0 with a security
deposit of ₹ 1500 which can be withdrawn back by the user by returning the
JioPhone at Jio stores only after 3 years. This phone was released for beta
users on 15 August 2017 and pre-booking for regular users started on 24
August 2017.[27][28]
4G Broadband
The company launched its 4G broadband services throughout India on
September 2016.[9] It was slated to release in December 2015 after some
reports said that the company was waiting to receive final permits from the
government.[29] Jio offers fourth-generation (4G) data and voice services,
along with peripheral services like instant messaging and streaming movies
and music.[30]
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.[31] 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.
LYF Smartphones

29
In June 2015, Jio entered into an agreement with domestic handset
maker Intex to supply 4G handsets capable of voice over LTE
(VoLTE).[33]However, in October 2015, Jio announced that it would be
launching its own mobile handset brand named LYF.[34][35][36]
On 25 January 2016, the company launched its LYF smartphone series starting
with Water 1, through its chain of electronic retail outlets, Reliance
Retail.[37] Three more handset models have been released so far, namely
Water 2,[38]Earth 1,[39] and Flame 1.[40][41]
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 Surat, Ahmedabad in Gujarat, and Visakhapatnam in Andhra
Pradesh,[42] Indore, Jabalpur, Dewas and Ujjain[43] in Madhya Pradesh, select
locations of Mumbai in Maharashtra,[44] Kolkata in West
Bengal,[45] Lucknow in Uttar
Pradesh,[46] Bhubaneswar in Odisha,[47] Mussoorie in Uttarakhand,[48]Collector
ate's Office in Meerut,[49] and at MG Road in Vijayawada[50] 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.[51]
Jio apps

30
Jio sim card pouch as distributed by Reliance Jio Infocomm

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 betaphase.[52] Following is a list of the apps:

 MyJio - Manage Jio Account and Digital Services associated with it[53][54]
 JioTV - A live TV channel service
 JioCinema - An online HD video library[55]
 JioChat Messenger - An instant messaging app[56]

31
 JioMusic - A music player
 Jio4GVoice (earlier JioJoin) - A VoLTE phone simulator[57]
 JioMags - E-reader for magazines[58]
 JioXpressNews - A news and magazine aggregator
 JioSecurity - Security app[59]
 JioDrive - Cloud-based backup tool[60]
 JioMoney Wallet - An online payments/wallet app[61]
 JioSwitch - Transfer content
 JioNet - Connect to JioNet Wi-fi

Affordable 4G Phones

Reliance Jio has teamed up with Google to manufacture affordable 4G

handsets. These phones will run exclusively on Jio network. The two
companies are also working on developing a software for smart-TV services.
Both are expected to launch in 2017.[62]

JioFi

Jio has also launched Wi-Fi routers by the name JioFi.[63]

Branding and marketing

32
On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as
Jio's brand ambassador.[64][65][66]
Pokémon Go

Location-based AR game Pokémon Go was launched in India in December,

2016 in collaboration with Jio in which hundreds of Jio stores and other
Reliance marts and shopping malls like Reliance Trends and Reliance
Digital became Sponsored PokéStops and Gyms.[67]

Reception of Jio Prime

By July 125.5 million Jio Customers had opted for Jio Prime. The last date for
registration to Jio Prime membership was 31 March 2017. But, it was further
extended till 15 April 2017 along with an introduction of new offer, "Jio
Summer Surprise" which gave customers 3 months complimentary services
free of cost. On 6 April 2017, TRAI advised Jio to withdraw this offer.[68]

33
3.2 FUNCTIONAL DEPARTMENTS
Human Resource
The basic function of the human resource department is to manage the
manpower in an efficient and effective manner. The recruitment and selection,
procedures including the training of the employees is the responsibility of the
human resource department.
Planning
The planning department is lead by key persons of the company, as effective
planning leads the organization. The job of the planning Department is to plan
and present the plans to the top management and operational department. It
plays a vital role in the achievement of organizational goals.
Operations
The operations department is an action oriented department. The operations
department implements or executes the plan which is presented to them from the
planning department.
Communication
The communication department is a technical department which deals with the
technologies provided. It helps the organization to identify and analyse the
efficient and effective alternatives of providing service. The communication
department also helps in providing cutting-edge technologies to its subscribers.
Finance
The finance department is a common department in all the organizations as they
say Finance is the life blood of the business. The basic function of the finance
department is allocation and maintenance of fund and resources of the
organization. Investment is a crucial factor in business hence the finance
department helps the organization to invest in right areas in order to have
maximum returns.

34
 DESIGN OF THE STUDY

1. OBJECTIVES
To study the satisfaction level of the JIO customers.
To understand the current market situation in terms of customer
preferences, customer attitude, available alternatives, price sensitivity,
buying decisions, product attributes etc.
To come with a suitable conclusion and Suggestions based on analysis
and interpretation of the study.

2. SCOPE OF THE STUDY

A study of this kind helps to put theoretical aspects into the project and aims to
give information to JIO. Nature of study methods used, findings of the
investigation, conclusion and recommendations inferred from the findings also
aims to enable JIO to implement the recommendations made at the end of
the study.
The research is purely based on the survey conducted in Delhi and has
been focused on Jio Subscribers. The number of respondents interfere is 100.
The study covers information about customer brand preference, service
attributes etc. The project will be useful to management, students and other who
may want to broader their horizon. Overall scope of the study would be to
enhance the services to the subscribers in the city.
3. STATEMENT OF THE PROBLEM
The study deals with consumer perception of JIO subscribers. The myriad
factors that have a fearing or influence customer purchase decision are of
paramount importance to the service providers and dealers. In order to retain its
subscribers it is necessary for the organization to study the behaviour of the
existing and new subscribers and meet their expectations and preferences.
In this scenario, it is necessary to evaluate the different factors that influence the
subscriber.
So some issues that are needed to be studied are
 Voice call failure
 Decreased internet speed
 Lack of VOLTE support in older phones
 Battery consumption

35
 Lack of network coverage
 Lower reachability
 Perception of Customer of various brands.
 Buying motives of subscribers.
 Satisfaction level of the subscribers.
 Awareness about different brands.
 Major forces that influence purchase decision.
Statement of the problem has been summarized as consumer Behaviour of
cellular providers and a market survey on Jio Subscribers.

4. REVIEW OF LITERATURE
The research required primary and secondary source of data. The primary data
is obtained through structured questionnaires designed Secondary Data’s are the
one which is collected from web sites, common man, dealers, and company
records
Some of the books referred are
Principles of Marketing, Philip Kotler.
Marketing Management, A. J. Sherlekar,

5. OPERATIONAL DEFINITION OF THE STUDY

Marketing is a comprehensive term and it includes all resources and set of
activities necessary to direct and facilitate the flow of goods and services form
the producer to the consumer in the process of distribution.
Marketing management may be defined as, ‘a process of management of
marketing programs for accomplishing organizational goals and objectives’
Consumer behavior can be defined, as, ‘the behavior that the consumer display
in searching for, purchasing, using and evaluating products, services and ideas,
which they expect, will satisfy their needs’.
Market segments may be identified by examining demographic, psychographic
and behavioral differences among buyers.
Target markets may be defined as those markets or market segments that offer
the greatest opportunity to the marketer.
An offering is a combination of products, services, information and experiences.
A brand is an offering from a known source.
Relationship marketing may be defined as the aim of building mutually
satisfying long term relationships with key parties – consumers, suppliers,
distributors – in order to earn and retain their business.

36
Brand
It is a name, term, sign, symbol, or design, or combination of them, intended to
identify the goods or services of one seller and to differentiate them from those of
competitors.

6 . RESEARCH METHODOLOGY
The marketing research problem calls for the descriptive types of research.
Descriptive studies are undertaken in many circumstances. When the researcher
is interested in knowing the characteristics of certain groups such as age, sex,
education level etc or in cases where the researcher in is interested in knowing
the proportion of people in a given population who have behaved in a particular
manner.
Descriptive research is used for the following data.
Consumer profile study
Consumer Behaviour study
SOURCES OF DATA
Data, facts, figures, other relevant material of past and present and surveying are
the basis for study and analysis. Without an analysis of factual data no specific
inferences can be drawn on the questions under study. Inferences based on
imagination or guesses cannot provide correct answer to research questions.
The relevance adequacy and reliability of data determine the quality of the
findings of a study.
For the purpose of the present study, data from two sources has been collected
namely primary and secondary data.
Primary Data
Primary data is source from which the researcher collects the data. It is a
first hand data, which is used directly for the analysis purposes. Primary
data always gives the researcher a fairer picture. In the present study
primary data has been collected using questionnaires. For the purpose of
collecting the same, 100 respondents have been randomly selected. Even
the response of the respondents was taken into consideration. In this
study, primary data plays a vital role for analysis, interpretation,
conclusion and suggestions.
Secondary Data
Secondary data is data which is collected and compiled for other
purposes. Secondary data also plays a key factor in the in providing

37
various other information which will influence the analysis. Few of the
main sources of secondary data include newspapers, business journals,
magazines, internet ,Telecom regulatory of India reports and publication
and company reports etc.
POPULATION
The aggregate of all the units pertaining to a study is called the population.
Population is the largest group to be studied. It’s the total collection of elements
about which we wish to make inferences the populations for this research are the
people residing in Delhi.
SAMPLE DESIGN
A part of the population is known as sample. The process of drawing a sample
from a large population is called sampling. The type of sample design used is
Simple Random Sampling. Simple Random Sampling gives every unit of the
population a known and non-zero probability of being selected. Since random
sampling implies equal probability to every unit in the population, it is necessary
that the selection of the sample must be free from human judgment. The sample
design is formulated at Bangalore city only.
SAMPLE PLAN
SAMPLE SIZE
The sample size for the survey is 300 respondents of JIO Subscribers.
SAMPLE UNIT
One of the units into which an aggregate is divided or regarded as divided for the
purpose of sampling, each unit being regarded as individual and indivisible when
the selection is made. The definition of unit may be made on some natural basis
fro example households, persons, units of product etc. Hence, in the study the
sample unit is “Respondents who are Prepaid Jio Subscribers”.

7 . DATA COLLECTION TOOLS

The following sampling techniques have been implemented:
Personal interviews
Approaching people personally and interviewing directly.
Questionnaires
Designing the questions in such a way that is covers various
opinions, views about JIO subscribers at the present market
conditions. The questionnaire consisted of various types of

38
questions say Open-ended questionnaire, Close ended or
Dichotomous questions, Multiple-choice questions.
FIELD WORK
This project involved a field work where in the survey is conducted by having a
personal interaction with 100 subscribers who are JIO subscribers. Personal
interaction has been carried out and the information sought as was required in
the questionnaire for the purpose of data processing and analyzing. The
respondents have been directly contacted.
METHODOLOGICAL ASSUMPTIONS
For the purpose of the study the following assumptions have been made.
* It has been assumed that the information given by the respondents are
authentic, Bona fide and genuine.
* The sources of the data are the basis, from which the actual required
information can be extracted.
*The sampling procedure adopted will help in choosing an appropriate
sample that truly represents that actual population.
* It has also been assumed that “interview-questionnaire” is more suitable
for collecting data for the present day.

8. OVERVIEW OF THE REPORT

Chapter 1
This chapter deals with the general introduction about the report, the need
objectives and a scope of the study. It includes certain management definition
concerned with the study.
Chapter 2
This chapter deals with the design of the study concerning research
methodology, sampling, tools of data collection, overview and limitation of study.
Chapter 3
This chapter deals with the profile of organization such as its origin, its growth,
present status, functional departments and the organization structure.
Chapter 4
This chapter deals with the analysis and interpretation of data.
Chapter 5
This chapter deals with the summaries of finding of the study and suggestions
based on the findings.

39
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

40
 Sales

20%
23.33%
20-25
25-30
30-35
26.66% Above 35

30%

INTERPRETATION:

 20% of the respondents are between the age group 20 – 25.

 26.66% of the respondents are between the age group 25 – 35.
 30% of the respondents are between the age group 30 – 35.

 23.33% of the respondents are above 35 years of age.

41
TABLE

 Occupation of the respondents

Occupation % of respondents No. of respondents

Students 16.66% 50

Business man 30
26.66%

Private employees 30% 90

Govt. employees 26% 80

Sales

16.66%
26%
Students
Business man

26.66% Private employees

Govt. employees
30%

42
INTERPRETATION:

 16.66% of the respondents are Students.

 26.66% of the respondents are Businessmen.
 30% of the respondents are from Private employees.

 26% of the respondents are Govt.Services

TABLE 1:

1.Do you have a mobile phone?

a)yes

b)No

Mobile users % of respondents No. of respondents

Yes 100% 300

No 0% 0
43
 Sales
0%

Yes
No

100%

INTERPRETATION:

 100% of the respondents are Mobile users.

44
TABLE 2:

2.Are you aware about Reliance JIO?

a)Yes

b)No

Awareness % Of respondents No. of respondents

Yes 93.33% 280

No 6.66% 20

45
 Sales
6.66%

yes
No

93.33%

INTERPRETATION:

 93.33% of respondents are aware about Reliance JIO.

 6.66% of respondents are not aware about Reliance JIO

TABLE 3:

3.which operator’s service do you use?

1.Airtel

2.Reliance JIO

46
3.Idea

4. Vodafone

Operator user % of respondents No. of respondents

Airtel 30% 90

Reliance JIO 23.33% 80

Idea 20% 60

Vodafone 26.66% 70

Sales

26.66% 30% Airtel

Reliance JIO
Idea
Vodafone
20%
23.33%

INTERPRETATION

 30% of respondents are Airtel users

47
  23.33% of respondents are Relianc JIO users.
 20% of respondents are Idea users.

 26.66% of respondents are Vodafone users.

TABLE 4:

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

a)Rs100-Rs200

B)Rs200-Rs300

c)Rs300-Rs400

d)Above Rs500

Expenditure (Rs) % of respondents No. of

respondents

Rs100-Rs200 35.71% 100

Rs200-Rs300 32.14% 90

Rs300-Rs400 28.57% 80

Above Rs500 10.71% 30

48
 Sales
10.71%

Rs100-Rs200
35.71%
Rs200-Rs300
28.57%
Rs300-Rs400
Above 500

32.14%

INTERPRETATION:

 35.71% of respondents are monthly expenditure on mobile.

 32.14% of respondents are monthly expenditure on mobile.
 28.57% of respondents are monthly expenditure on mobile.

 10.71% of respondents are monthly expenditure on mobile.

TABLE 5:

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

a)News paper

b)Advertisement

c)Mouth publicity

d)Hoardings

49
Sources % of No. of
respondents respondents

News paper 32.14% 90

Advertisement 21.42% 60

Mouth publicity 28.57% 80

Hoarding 17.85% 50

Sales

17.85%
News paper
32.14%
Advertisement
Mouth publicity
28.57%
Hoarding
21.42%

INTERPRETATION:

 32.14% of respondents are known by News paper.

 21.42% of respondents are known by Advertisement.
 28.57% of respondents are Mouth publicity.
 17.85% of respondents are Hoardings.

50
 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 respondents No. of respondents

Less than one month 42.85% 30

2-3 months 35.71% 25

4-5 months 14.28% 15

Non users 0% 0

51
 Sales
0%

14.28%

Less than one month

42.85% 2-3 months
4-5 months
35.71% Non users

INTERPRETATION:

 42.85% of respondents are user of

 35.71% of respondents are user of 2-3 months.
 14.28% of respondents are user of 4-5 months.

 0% of respondents are Non user.

TABLE 7:

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

a)Connectivity

b) Schemes

c) Advertisements

52
d)Goodwill

Convincing factor % of respondents No. of respondents

Connectivity 21.42% 15

Scheme 57.14% 40

Advertisement 14.28%% 10

Goodwill 7.14% 5

Sales
7.14%

21.42%
14.28% Connectivity
Scheme
Advertisement

57.14%

INTERPRETATION:

 21.42% of respondents are convinced with connectivity.

 57.14% of respondents are convinced with scheme.
 14.28% of respondents are convinced with Advertisement.

53
  7.14% of respondents are convinced with goodwill.

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

54
 Sales
7.14%

14.28% Data services

Call rate
50% Network coverage
28.57% Value added services

INTERPRETATION:

 50% of respondents are in favour of Data services.

 28.57% of respondents are in favour of Call rates.
 14.28% of respondents are in favour of Network coverage.
 7.14% of respondents are in favour of Value added 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

55
Choose the service % of respondents No. of
respondents

Unlimited calling 14.28% 10

services

Unlimited Data 35.71% 25

services

Unlimited sms 7.14% 5

services

All services 42.85% 30

Sales
14.28%

Unlimited calling services

42.85% Unlimited Data services
Unlimited sms services
35.71%
All services

7.14%

INTERPRETATION:
 14.28% of respondents are chosen to Unlimited calling services.
 35.71% of respondents are chosen to Unlimited Data services..
 7.14% of respondents are chosen to Unlimited Sms services..

56
  42.85% of respondents are chosen to All services.

TABLE 10:

10.Do you call at customer care?

a)Yes

b)No

Respondents % Of No. of
respondents 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

57
4.Rarely

Customer call % of respondents No. of

respondents

Daily 28.57% 20

Once in week 50% 35

Once in month 14.28% 10

Rarely 7.14% 5

58
 Sales
7.14%

14.28%
Daily
28.57%
Once in week
Once in month
Rarely
50%

INTERPRETATION:
 28.57% of respondents are made call customer care daily.

 50% of respondents are made call customer care weekly.

 14.28% of respondents are made call customer care monthly.
 7.14% of respondents are made call customer care rarely.

59
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 21.42% 15

services

Schemes 57.14% 40

Complaints 7.14% 5

Queries 14.28% 10

Sales

14.28%
7.14% 21.42% Value added services
Schemes
Complaints
Queries
57.14%

60
INTERPRETATION:

 21.42% of respondents are made call for value added services.

 57.14% of respondents are made call for new schemes.
 7.14% of respondents are made call for complaints.
 14.28% of respondents are made call for other queries.

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

61
 Sales

28.57%
yes
no

71.42%

INTERPRETATION:

 71.42% of respondents are satisfied.

 28.57% of respondents are not satisfied.

TABLE 13:

13.What should be improved in Reliance JIO services

a)Improve in Network coverage

b)Remove calling congestion

c)Upgrade in Android version

62
d)Others

Improvement % of No. of
respondents respondents

Improve in 9% 10
Network
coverage

Remove calling 8% 7
congestion

Upgrade in 2% 3
Android version

Others 1% 2

Sales
1%
Improve in Network
coverage
2%
Remove calling congestion
9%
Upgrade in adroid version
8%
Others

INTERPRETATION:

63
 9% of srespondents are dissatisfied with poor network coverage.
 8% of respondents are dissatisfied with call drop.
 2% of respondents are dissatisfied with old version.
 1% of respondents are dissatisfied others.

TABLE 14:

14. Would you like to recommend others?

a)Yes

b)No

Recommendation % Of respondents No. of respondents

85.14%
Yes 60

No 14.28% 10

64
 Sales
85.14%

yes
No

14.28

INTERPRETATION:

 85.14% of respondents are recommended others.

 14.28% of respondents are not recommended others.


TABLE 15:

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

Services Excellent Very Fairly Average Poor

good good
65
Network 
coverage

Data 
service

Calling 
service

Value 
added
services

Customer 
care

New 
schemes
and offers

66
 FINDING

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,and 29.77% of

respondents are not satisfied.Because still they have network

problem in deep rural areas.

2.Reliance JIO has wide market captured in Muradnagar.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 .

67
4.Customers are satisfied the 4G unlimited services as comparison

to others services.

5.Reliance JIO is the market leader, all the customers are preferred

its products & services.

6.Reliance JIO is enhanced the potential market share.

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

LYF handsets are more preferred by the customers.

8.Wide network coverage is available.

68
9.LYF handsets are highly selling products in 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

69
 LIMITATIONS

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.

70
 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

71
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
widest areas.

From the details it can be concluded that 80% of Reliance JIO users
preferred to remain with Reliance JIO and fully stisfied. 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.

72
 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”.
73
6.Get the feedback from existing customers about Reliance JIO and take
the reference for making new customers.

8.We should try building a good relationship with all

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

9.The customer care people and also employees in Reliance JIO should
try to convey brand Reliance JIO while talking to people.

10. Enhance the market penetration & shares in every market and give
the high competition to others company.

74
BIBLIOGRAPHY

Referred Books:
 Kothari. C.R (2004): Research Methodology Methods &
Techniques‟, New Age International Publishers, New Delhi,
2nd Edition.
 Principles of Marketing –Philip Kotler & Kevin keller edition
12
 Market Research – D.D. Sharma
 Research Methodology – C.R. Kothari
 Books & magazine on mobile communication-Kamil Sh.
Zigangirov.

Articles:

75
  Mukesh Ambani's son Akash Ambani joins Reliance
Industries; begins at telecom arm Reliance Jio, The
Economic Times
 Reliance Jio Infocomm 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 cr, 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:
o www.JIO.com

76
o www.MYLYF.com

o www.google.com

o www.wikipedia.com

o www.trai.gov.in

77
ANNEXURE

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

AGE: ------------------------------------

SEX: ------------------------------------

OCCUPATION: - -----------------------------------

MOBILE NO: ------------------------------------

ADDRESS : ------------------------------------

Questionnaire
1.Do you have a mobile phone?

a)yes

b)No

78
2.Are you aware about Reliance JIO?

a)Yes

b)No

3.which operator’s service do you use?

1.Airtel

2.Vodafone

3.Idea

4.Reliance JIO

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

a)Rs100-Rs200

B)Rs200-Rs300

c)Rs300-Rs400

d)Above Rs500
79
5.From which source you came to know about Reliance JIO?

a)News paper

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?

80
a)Connectivity

b) Schemes

c) Advertisements

d)Goodwill

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 calling services

b).Unlimited Data services

c).Unlimited sms services

d).All services

81
10.Do you call at customer care?

a)Yes

b)No

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 services

b) Information regarding new schemes

c)Complaints

82
d)Other queries

12. Are you satisfied with Reliance JIO services?

a)Yes

b)No

13.What should be improved in Reliance JIO services

a)Improve in Network coverage

b)Remove calling congestion

c)Upgrade in Android version

d)Others

14. Would you like to recommend others?

a)Yes

83
 b)No

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

satisfaction?

Services Very Fairly Poor

Excellent good good Average

Network
coverage

Data
84
service

Calling
service

Value
added
services

Customer
care

New
schemes
and
offers

85
PROJECT END

86
87