SYNOPSIS

On
“A STUDY OF CUSTOMER SATISFACTION TOWARDS
RELIANCE JIO IN LUCKNOW”
MASTER OF BUSINESS ADMINISTRATION

SUBMITTED TO
M/S MAYA BASANT LOHANI

Asst. Professor

SCHOOL OF MANAGEMENT

BBDU, LUCKNOW

SUBMITTED BY

SUMEET K.C.
ROLL NO. 1160672139

TABLE OF CONTENTS
1
1. Research Title
2. Introduction in brief

3. Review of Literature

4. Research Problem

5. Objectives of Study

6. Scope of Study

7. contribution of the study

8. Area of Study

9. Research Methodology in Brief

10.Proposed chapter plan

11. Bibliography

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 1. RESEARCH TITLE
“A STUDY OF CUSTOMER SATISFACTION TOWARDS RELIANCE JIO IN
LUCKNOW”

2.INTRODUCTION
This research is conducted on the basis of growing competition in mobile Sector. The biggest
competitor of mobile sector in Lucknow are “Reliance Jio &Airtel”. This Research is
conducted to analyze who is better and why?

The telecommunication is the biggest factor in influencing the speed of life in the modern
age. Today we can get connection with any corner of world through the push button of
computer, with the small mobile phone we can sent not only the massages but also a secret
document. As we know that there is a positive view behind any mention that it should be
helpful in the development of society. But humans have diverted mentality some of them of
positive view and some of them of negative view. Where use any invention for the welfare of
society but some uses for the satisfaction their disturbed mentality and to earn more and more
money whether it may be harmful for the society. They infringe the norms of society and their
behavior is condemned as antisocial, immoral and sinful.

Cellular is one of the fastest growing and most demanding

telecommunication applications. Today, it represents a continuouslyincreasing percentage of
all new telephone subscriptions around the world. Currently there are more than 45 million
subscribers in worldwide and nearly 50 % of those subscribers are located in USA. It is
forecasted that cellular systems using a digital technology will become the universal method
of telecommunications. By the year 2005, forecasters predict that there will be more than 100
million cellular subscribers worldwide.

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 3.LITERATURE REVIEW

Customer Satisfaction

The Value of Customer Satisfaction By “Andrew Mennie”, General Manager eGain

Communications EMEA A brief literature would be of immense help to the researcher in
gaining insight into selected problem. The researcher would gain good background
knowledge of the problem by reviewing certain studies. A reference to these entire studies
will be related in the contest of the shaping the present study. Samuval, in his study found
that most of the respondents consider, size, quality, price, instrument servicing are an
important factors for selecting the handset of majority of the respondents are satisfied over
the payment system, quality of services, coverage area, and attending the complaints. Jha
(2008), in his study analyzed that it is the youth which is the real growth driver of the telecom
industry in India. Considering this fact, the paper is an attempt to give a snapshot of how
frequently young people use their mobile phones for several embodied functions of the cell
phones. Data was collected from a sample of 208 mobile phone owners, aged between 20 and
29. The study sheds light on how gender, monthly voucher amount and years of owning
mobile phones influence the usage pattern of this device. Findings of the study would be
helpful for the telecom service providers and handset manufacturers to formulate a marketing
strategy for different market segments. Kalavani (2006) in their study analyzed that majority
of the respondents have given favourable opinion towards the services but some problems
exist that deserve the attention of the service providers. They need to Page 36 of 59 Page 36
of 59 bridge the gap between the services promised and services offered. The overall
customers’ attitude towards cell phone services is that they are satisfied with the existing
services but still they want more services to be provided. Kumar (2008), in their study titled
“Customer Satisfaction and Discontentment vis-a-vis BSNL Landline Service: A Study”
analyzed that at present, services marketing plays a major role in the national economy. In the
service sector, telecom industry is the most active and attractive. Though the telecom industry
is growing rapidly, India's telecom density is less than the world's average telecom density as
most of India's market is yet to be covered. Seth et al (2008), in their study titled “Managing
the Customer Perceived Service Quality for Cellular Mobile Telephone: an Empirical
Investigation” analyzed that there is relative importance of service quality attributes and
showed that responsiveness is the most importance dimension followed by reliability,
customer perceived network quality, assurance, convenience, empathy and tangibles. This

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would enable the service providers to focus their resources in the areas of importance. The
research resulted in the development of a reliable and valid instrument for assessing customer
perceived service quality for cellular mobile services. Kalpana and Chinnadurai (2006) in
their study titled “Promotional Strategies of Cellular Services: A Customer Perspective”
analyzed that the increasing competition and changing taste and preferences of the customer’s
all over the world are forcing companies to change their targeting strategies. The Page 37 of
59 Page 37 of 59 study revealed the customer attitude and their satisfaction towards the
cellular services in Coimbatore city. It was found that advertisement play a dominant role in
influencing the customers but most of the customers are of opinion that promotional
strategies of cellular companies are more sale oriented rather than customer oriented.

COMPANIES PROFILE
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Reliance Jio
Reliance Jio Infocomm Limited, doing business as Jio, is a LTE mobile network operator in
India. It is a wholly owned subsidiary of Reliance Industries headquartered in Navi
Mumbai, Maharashtra that 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.

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 5 September 2016.

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

Broadband Services Limited (IBSL) for ₹4,800cr. Although unlisted, IBSL was the only firm
to win broadband spectrum in all 22 zones 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.

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.

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

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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.

Type Subsidiary of RIL

Industry Wireless Telecommunications

Founded Infotel Broadband Services Ltd. (2009 - 13)

Reliance Jio Infocomm Limited (2013-15)

Headquarters: Navi Mumbai, Maharashtra, India

Key people: Sanjay Mashruwala (Managing Director)

Jyotindra Thacker (Head of IT)

Akash Ambani (Chief of Strategy)

Products: Mobile telephony, Wireless broadband

Parent: Reliance Industries

Customers: 72.4 million

Subsidiaries: LYF

Website: www.jio.com

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 4.RESEARCH PROBLEM

 The scope of study is limited to the respondents are selected from in

and around Lucknow, U.P

 There may be some biased response from the respondents.

 Some respondents did not provide the full data.
 Only opinion of respondents of Lucknow city was consider for finding out the
opinions of respondents. The project is valid for the predefined area of work
Lucknow (Uttar Pradesh).

5.OBJECTIVES

The objective of the study is to know the comparative measurement of customer perception
regarding the services of two major companies that are doing their business in Lucknow
region. These two companies are: -Reliance Jio & Airtel" Along with this I tried to find out
the perceptions of the customer of different Age Group & different Professions which are
using the services of these companies permanently are given below:

 To know the customer perception, choice and preference regarding various mobile services.

 Which mobile service is preferred most by the customers?

 Comparative measurement of customer satisfaction level for various mobile services

available in Lucknow.

 To understand the main problems faced by the customer while using the mobile services.

 To know the features of a mobile service which attracts the customer most?

 To know the level of Customer Loyalty regarding his service provider & he is a switcher who
switches over time to time due to various reasons.

 To understand the infrastructure of payment which is most uses by the customer?

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 6.SCOPE OF STUDY

 It would help us to know about which one is better (Jio or Airtel) according to the
customer. Which company gives better service to their customers?

 It would help us to know about how many customers are loyal to their brands

 It would help us to know about the reasons regarding non preference

7.RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem. It may be

understood as a science of studying how research is done scientifically. In it we study the
various steps that are generally adopted by researcher in studying his research problem along
with the logic behind them. We use a particular method of research in the context of our
research study and explain why we are using a particular method or technique and why we
are not using other so that research results are capable of being evaluated either by the
researcher himself or by others.

RESEARCH METHODOLOGY CAN BE SUB-HEADING BY

 Research

 Research Design

 Sampling Design

 Data Collection

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  Tools and Techniques

 Survey area

 Sampling Size

The data was collected through questionnaire method and personal interview. Again the
research is descriptive type. The analysis is done through the tabular and graphical
representation.

SURVEY AREA
The research is done in the different areas of Lucknow .
SAMPLE SIZE
The total sample size I had cover is 100. These size are generally outlets.
Sample Size (n) = 100

SAMPLE UNIT

The sample unit was customers.

Contributions of Study

The project or research conduct, formulate the purpose of the research or paper and
highlight in which way it is making a new contribution to the field.When a research student
reviews the literature related to their particular topic of investigation, they are undertaking
this part of the research process to not only establish what counts as knowledge in that area
of discourse, but to establish what is currently known, so that they can then argue that their
study constitutes a contribution to knowledge

Area of Study

This has been conducted in Lucknow. Dates have been collected from users of jio customers by a
personal interview ..

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 PROPOSED CHAPTER PLAN

CHAPTER 1:-INTRODUCTION

CHAPTER 2:-REVIEW OF LITERETURE

SCOPE OF THE STUDY

AREA OF THE SDUDY

CHAPTER 3:-OBJECTIVES OF STUDY

RESEARCH METHODOLOGY

PROBLEMS AND LIMITATIONS

CHAPTER 4:-DATA ANALYSIS AND INTERPRITATION

FINDINGS

CHAPTER 5:-RECOMMENDATIONS/ SUGGESTIONS

CHAPTER 6:-CONCLUSION

CHAPTER 7:-BIBLIOGRAPHY

ANNEXURE

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BIBLIOGRAPHY

1.Website

 http://www.:www.jio.in
 http://en.wikipedia.org/wiki/Main_Page
 Book: Specialised Accounts
Author: Dr. S. M. Shukla

Publisher: Sahitya Bhawan

Year: 2002

2.Books

 3. Kurtz, & Boone. (2006). Principles of Marketing (12th ed.). South-

WesternBook: Marketing Management
Author: Philip Kotler, Kevin Lane Keller

Publisher: prentice hall of India

Edition: 13th Editions

Year: 2009

 . Book: Marketing Management

Author: Philip Kotler, Kevin Lane Keller

Publisher: prentice hall of India

Edition: 13th Editions

Year: 2009

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