INTERNSHIP REPORT ON

“STUDY ON CUSTOMER SATISFACTION TOWARDS

RELIANCE JIO”
BY

MOHAMMED MOTASIM DF

USN: 2AB16MBA18

Submitted to
VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAVI
In partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Under the guidance of
Internal guide External guide
Prof. Cherian Xavier Mr. Harish
Assistant Professor Manager

Department of MBA
Anjuman Institute of Technology and Management
Anjumanabad, Bhatkal – 581320
2016-18
 DECLARATION

I hereby declare that this Dissertation entitled “STUDY ON CUSTOMER

SATISFACTION TOWARDS RELIANCE JIO” has been prepared by me under the
guidance of Prof. Cherian Xavier of Management Studies Anjuman Institute of Technology
and Management, Bhatkal.
This report has been submitted in partial fulfilment for the award of the degree of Master of
Business Administration to the Visvesvarya Technological University, Belagaviand has
not been submitted in part or full towards any other degree or diploma to any university or
institution.

I also declare that all information data and input which I have used and referred to in this
report are meant only for academic purpose and will not be parted with or use for any
commercial or other purpose.

Date:

Place: Mohammed Motasim DF

2AB16MBA18
 ACKNOWELDGEMENT

A project is never accomplished successfully without the encouragement, guidance, help and
co-operation. I avail opportunity to all those who directly or indirectly supported me for
completion of my project.

I take this opportunity to sincerely thank to Manager of Reliance Jio, who has given his
valuable support during my project.

I also express my deep sense of gratitude to Dr.Mushtaq Ahmed Bavikatti (the principal),
Anjuman Institute of Technology & Management Bhatkal for their valuable support and
motivation.

I also express my deep sense of gratitude to my internal guide Prof. Cherian Xavier, Prof.
Zahid Hassan Kharuri, HOD Dept. of MBA and all other faculty member for their timely co-
operation and suggestions for carrying out my study successfully.

Last but not the least, I would like to express my highest and ever grateful thanks to my
parents, my friends and for all who gave me their valuable ideas and suggestions in
completing this project work.

Eventually I would to thank all those who helped me directly and indirectly in bringing out
this report.

Date:

Place: Mohammed Motasim DF

2AB16MBA18
 TABLE OF CONTENTS

SL. NO PARTICULARS PAGE NO.

Executive Summary
1 INTRODUCTION

1.1 Introduction about Internship 1

1.2 Industry profile 2
1.3 Company Profile 3

1.4 Promoters 3
1.5 Vision 3
1.6 Mission 3
1.7 Quality policy 4
1.8 Product/services profile 4-5
1.9 Area of Operation 5
1.10 Infrastructure Facilities 5-6
1.11 Competitors Information 6-7
1.12 SWOT Analysis 7-9
1.13 Future growth and prospects 10
1.14 Financial Statement 11-12
2 CONCEPTUAL BACKGROUND AND
LITERATURE REVIEW
2.1 Theoretical Background of the Study 13
2.2 Literature Review with Research Gap 13-15
3 RESEARCH DESIGN
3.1 Statement of the Problem 15
3.2 Need for the Study 16
3.3 Objectives 16
3.4 Scope of the Study 16
3.5 Research Methodology 17
3.6 Hypotheses 17
3.7 Limitations 17
3.8 Chapter Scheme 18
4 ANALYSIS AND INTERPRETATION 19-35

5 FINDINGS, CONCLUSION AND SUGGESTIONS 36-38

BIBLIOGRAPHY (References)
ANNEXURE
 LIST OF TABLES

TABLE PARTICULARS PAGE NO.

NO.
1 Respondents age 19
2 Gender wise distribution of customer 20
3 Income level of customer 21
4 Operator services preferred or used by customers 22
5 Monthly expenses incurred on mobile recharges by customers 23
6 Sources showing customer awareness about Jio 24
7 Customer using reliance jioservices with satisfaction 25
8 Features of Jio showing priority to subscribe to Jio network 26
9 Services on top priority opted by customers 27
10 Reasons for selecting the Jio networks service provider 28
11 Reason for customer to get connected to the customer services 29
center
12 Satisfaction with service offered by Jio. 30
13 Improvement required in jio service suggested by customer 31
14 Customer recommending Jio network provider to other 32
customer
15 Customer critising services offed by jio 33
16 Customers going for mobile number protability in jio 34
17 Customers replacing the existing set top box dish network 35
connection with respective jiosettop box
 LIST OFGRAPHS

CHART PARTICULARS PAGE

NO. NO.
1 Respondents age 19
2 Gender wise distribution of customer 20
3 Income level of customer 21
4 Operator services preferred or used by customers 22
5 Monthly expenses incurred on mobile recharges by customers 23
6 Sources showing customer awareness about Jio 24
7 Customer using reliance jioservices with satisfaction 25
8 Features of Jio showing priority to subscribe to Jio network 26
9 Services on top priority opted by customers 27
10 Reasons for selecting the Jio networks service provider 28
11 Reason for customer to get connected to the customer services 29
center
12 Satisfaction with service offered by Jio. 30
13 Improvement required in jio service suggested by customer 31
14 Customer recommending Jio network provider to other 32
customer
15 Customer critising services offed by jio 33
16 Customers going for mobile number protability in jio 34
17 Customers replacing the existing set top box dish network 35
connection with respective jio set top box
 EXECUTIVE SUMMARY

Customer satisfaction can be used in order to help those responsible for the betterment
of the working condition to manage the time with the healthy environment the various aspect
of the business but the customer satisfaction is there means when working conditions much
more betterment plays a vital role to make the less consume time as well as material handling
will be easy way the when u have the healthy environment work go smoothly so in
introduction its is all about the promoter quality policy vision mission .

The value analysis have taken from the questioner about the customer satisfaction
around the 50 peoples respondents with that survey I have made for the working condition.
 BIBLIOGRAPHY:

 Al-wugayan,A.pleshko L.P &Baqer S.M(2008).An investigation of the

relationships among consumer satisfaction journal of financial service marketing
,13(2),95-106
 ArokiasamyA.A(2013)The impact of customer satisfaction on customer loyalty
and intentions to switch in a banking sector in Malaysia ..journal of commerce
(22206043) 5(1),14-21.
 Kotler,P,Ang,S.H Leong S.M &tan,C.T(1999) marketing management anasian
perspective .new jersey prentice hall inc.
 Lehtinenu&Lehtinen J.R (1982) Service quality A study of dimension
unpublished working paper service management institute Helsinki,439-460.
 Reichheld,F.F&Sasser,Jr,, W.E(1990) Zerodefection quality comes to service
Harvard Business Review,68(5),105-111.
 Palmatier,R.W,,Dant R.P Grewal,.D.&Kenneth Evans(2006) Factors influencing
the effectiveness of relationship marketing A Meta AnalysisJpurnal of marketing
70,,136-53..
 Parasuraman A.,Zeithami, V.A &Berry,L.L(1985). Aconceptualmodelof service
qualityand its implications for future research journal of Marketing49,Fall..
 Zelthami, V.A., Berry,L.L&Parasuraman A(1996).. The behavioral consequence
of service quality ..Journal of Marketing ,60,,30-46.
 AmanBanchhor, (2015) [www.slidehshare.net/vijayamkare/reliance-jio-
66729627?nextslideshow=/]
 RajanDrmlani(2015-2017), “Customer satisfaction towards reliance jio project”.
 A.K. Antony (2016) “A study on consumer satisfaction towards reliance jio
connection Bhatkal area karnataka state”, source: www.scribd.com.
 Hematherpatan (2016) “A study on customers perception towards of jiosims”,
source: Indian journal of marketing management.
 Shah C. Consumer Preferences for Mobile Service Providers: An Emprical Study
in Bardoli. International Journal of Marketing and Technology , 2012 ; 269 -288.
 Chakraborty D. Customer Satisfaction and Expectation Towards Aircel: A
Research Conducted in West Midnapore. International Monthly Journal of
Research in Management &Technology , 2013, 114 -127.
 Naidu Brahmani,S. (2017). customer satisfaction towards reliance jio: an
empirical study .
 Jayaraman, C. B. (2017). customers’ satisfaction towards reliance jiosim with
special.
 S. NematSheereen, “A Study on Customer Satisfaction of BSNL Services in
Kerala”, Intercontinental Journal of Marketing Research Review, Vol. 2, No. 9,
pp. 137-140, 2014.
 Rodrigues, Sean. (2015). A study to understand the market potential of Reliance
jio 4G services in Dahisar East Area of Mumbai.
 ANEXXURE
QUESTIONNAIRE :

Section A
1. Age: _______
2. Gender: Male Female
3. Monthly income:
<10000 10000 to 15000 15000 to 20000 20000 to 25000 Above
25000

Section B
4. Operator services preferred or used by customers?

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

5. Monthly expenses incurred on mobile recharges by customers

a) Rs100-Rs200 b) Rs200-Rs300 c) Rs300-Rs400 d) Above Rs500

6. Sources showing customer awareness about Jio

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

7. Customer using reliance jioservices with satisfaction

a) Less than one-year b) 2 years c) More than 2 years

8. Features of Jio showing priority to subscribe to Jio network?

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

9. Services on top priority opted by customers?

a) Data services b) Call rates c) Network coverage d) Value added services

10. Reasons for selecting the Jio networks service provider?

a) Unlimited calling services b) Unlimited Data services

c) Unlimited sms services d) all services

11. Reason for customer to get connected to the customer services center

a) Value added services b) Information regarding new schemes

c) Complaints d) other queries

12. Satisfaction with service offered by Jio?

a) Yes b) No

13. Improvement required in jioservice suggested by customer?

a) Improve in Network coverage b) Remove calling congestion

c) Upgrade in Android version d) others

14. Customer recommending Jio network provider to other customer?

a) Yes b) No

15. Customer critising services offed by jio?

a) Poor voice quality b) Call interfrerans c) Message delivery failer

16) Customers going for mobile number protability in jio?

a) Male b) female

17) Customers replacing the existing set top box dish network connection with
respective jiosettop box?

a) Male b) female