VISTAS Vol. 7, No. 1, 2018, pp.

115-124 ISSN: 2319-5770, e-ISSN 2394-1138

A STUDY ON CUSTOMER SATISFACTION TOWARDS

JIO SIM
Soumya Stephen A., * Remya S.*
*Department of Commerce, St. Joseph’s College (Autonomous) Irinjalakuda,
Thrissur 680121, Kerala, India.
ABSTRACT
Customer is the king-pin in the market. It is the customer who determines the growth,
prosperity and even existence of enterprise. The use of JIO SIM has increased. JIO SIM IS arguably
one of the most important things to happen to the Indian telecom industry in the last five odd
years. The majority of customers are satisfied with JIO SIM. But the reliance company should target
at the rest of the customer those who are not satisfied. While comparing with other mobiles SIM.,
JIO SIM has number of advantages like low cost, minimum call rate, high speed etc. JIO is arguably
one of the most important thing to happen to the Indian telecom industry in the last five odd
year. Thus, at the end of the study, the strong areas and weak areas of JIO SIM was identified
from the customers perspective. The SIM availability and low cost being the strong areas and low
speed being the weak areas.

INTRODUCTION
In this jet age everyone is interested in making money. These days life as
become more easy and comfortable than earlier with the advancement in science and
technology. An analysis of marketing management has made it clear that customer is
the king –pin in the market. The producer should produce goods keeping in mind the
requirement of customers and should satisfy the customer, but it is observed that this
obligation is neglected by some businessman and they are involved in unfair practices.
So, there is a need for customer protection and the need of the customers must be
satisfied.

In developing countries like India there is a requirement for customer

protection because of poverty, unemployment and illiteracy. The Government has
provided various laws and legislation to protect the interest of the customers. Thus, by
protecting the interest of the customer, their satisfaction can be increased.

JIO also known as reliance JIO and officially as reliance JIO Infocomm Limited
is an upcoming provider of mobile telephony, broadband services and digital services
in India Reliance JIO Infocomm ltd, subsidiary of reliance industries ltd; it is the
India’s largest private sector company, and it is the first telecom operator to whole pan
India unified license. Formerly known as Infotel broadband services ltd (IBSL) JIO will
provide 4g services on a pan India level using long term evolution (LTE) technology.
The telecom leg of reliance Infocomm ltd was incorporated in 2007 and based in
Mumbai.

JIO intends to bring global harmony, peace and prosperity by way of

contentment and mutual respect for every living being and strive for a world free of
violence, poverty and disease. Reliance JioInfocomm limited doing business as JIO, is
a LTE mobile network operator India. It is wholly owned subsidiary of Reliance
Industries headquartered in Mumbai that provides wireless 4G LTE service network
and is the only ‘VoLTE-only’ (Voice over LTE) operator in the country which lacks
116 ● ISSN: 2319-5770 e-ISSN 2394-1138

legacy network support of 2G and 3G, with coverage across all 22 telecom circles in
India.

STATEMENT OF PROBLEM
Customer satisfaction is a marketing term that measures how products or
services supplied by a company meet or surpass a customers expectation. Now days
customers are more conscious. Customers have keen observation towards the product
brands, because from this they get great satisfaction more than benefits. The
importance of this study is to make research on customer’s views, satisfaction and
problems regarding JIO SIM

OBJECTIVES OF THE STUDY

• To make comparative study of reliance JIO SIM with other mobile SIM

• To analyze the customers satisfaction regarding JIO SIM

• To understand the problems related to JIO SIM.

RESEARCH METHODOLGY

Both primary data and secondary data have been used for conducting the study.
Primary data is collected through questionnaire from a sample of 50 respondents, 25
out of 50 samples were using JIO SIM. Secondary data has been collected from websites
and journals.

Percentage analysis, ranking method and ANOVA was used for analyzing the
data. Pie-chart and bar diagrams were used for customer representing data.

LIMITATIONS
1. The accuracy of the study depends on the information given by the customers.

2. The study limited by few leading mobiles SIM only.

3. Few respondents were not ready to answer the questionnaire.

An analysis is done for evaluating various types of mobile SIM and their
comparison with JIO SIM. These mobile SIM include Idea, Vodafone,BSNL etc.

Table 1

Table showing demographic profile of users of JIO SIM

Sl.no. Factors classification No. of percentage
respondents

1 Age Below 20 6 24

20-30 10 40

30-40 7 28

Above 40 2 8
 VISTAS Vol. 6, No. 1 ● 117

25 100

2 Gender Male 14 56

Female 11 44

25 100

3 Occupation Student 11 30

Profession 6 48

Government 5 10
employed

Unemployed
3 12

25 100

(Source: Primary Data)

From the above table, it is clear that, majority of users of JIO SIM belong to 20-
30 age group. Use of JIO SIM is lower among elders that are above the age group of 40
.Male customers use JIO SIM more than females. Students are more using JIO SIM
than professional people.

Table 2

Source of information and services about JIO SIM

Source No. Of respondents Percentage

Friends 20 40

Television 10 20

Internet 15 30

News paper 4 8

Others 1 2

Total 50 100

(Source: Primary Data)

From the above table, it is clear that, customers who are using JIO SIM got information
from their friends. Internet and television also provides information about JIO SIM.

Table 3

Table showing use of various SIM by customers

Name of SIM Number of respondents percentage

Idea 10 20
118 ● ISSN: 2319-5770 e-ISSN 2394-1138

Vodafone 8 16

Jio 25 50

BSNL 5 10

Airtel 1 2

Others 1 2

Total 50 100

(Source: Primary Data)

From the above table, it is clear that, from a sample of 50 customers, 25of the
customers are using JIO. Also 10 number of respondents use Idea and 8 use Vodafone

Table 4

Table showing minimum call rate

Name of SIM Number of respondents Percentage

Idea 3 6

Vodafone 6 12

Jio 24 48

BSNL 15 30

Airtel 1 2

Others 1 2

Total 50 100

(Source: Primary Data)

From the above table, it is clear that ,24 of the respondents opined that ,call rate is
minimum for JIO SIM. 15 of the respondents are recommended that call rate is
minimum for BSNL.So the call rate for JIO SIM is lower as compared to other SIMs.

Table 5

Table showing high speed of internet

Name of sim Number of respondents Percentage

Idea 10 20

Vodafone 9 18

Jio 23 46

BSNL 3 6
 VISTAS Vol. 6, No. 1 ● 119

Airtel 4 8

Others 1 2

Total 50 100

(Source: Primary Data)

From the above table ,we can see that ,speed of internet is higher in JIO SIM.
Out of 50, around 23 of respondents opined that ,JIO has high speed internet access 3
respondents opined that,BSNL has high internet speed .

Table 6

Table showing minimum cost of various sim

Name of sim Number of respondents Percentage

Idea 3 6

Vodafone 4 8

Jio 25 50

BSNL 10 20

Airtel 2 4

Others 6 12

Total 50 100

(Source: Primary Data)

From the above table ,we can see that,25 of the respondents opined that ,not
much cost is needed for purchasing Jio sim.Certain cost is inquired for purcahsing
other sim.Also 10 of therespondents opined that cost for purchasing BSNL sim is
minimum.

Table 7

Table showing mobile SIM recommended to others

Mobile SIM Number of respondents Percentage

Idea 22 44

Vodafone 15 30

JIOSIM 7 14

BSNL 3 6

Airtel 2 4

Others 1 2

Total 50 100

(Source: Primary Data)

120 ● ISSN: 2319-5770 e-ISSN 2394-1138

From the above table, it is clear that 22 of the respondents are ready to
recommend others to use Idea sim.15 of the respondents recommend the use of
Vodafone. Only 3 of the respondents are recommended the use of JIO to others.

Table 8

Table showing various use of internet

Uses Number of respondents Percentage

Browsing 15 30

Downloading 10 20

Social media 20 40

Online shopping 3 6

Others 2 4

Total 50 10

(Source: Primary Data)

From the above table, we can see that 20 of the respondents using internet for social
media. 15 of the respondents use internet for browsing. Only 3 of respondents use
internet for online shopping

Table 9

Table showing net speed of JIO SIM

Net speed Number of respondents Percentage

Higher 16 64

Medium 5 20

Lower 4 16

Total 25 100

(Source: Primary Data)

From the above table, we can see that 16 of the respondents opined that JIO SIM has
higher net speed. Only 4 of the respondents opined that JIOSIM has lower net speed.
So majority of respondents belong to the category that JIO SIM has higher net speed.

Table 10

Table showing rare usage of JIO SIM

Reasons Number of respondents Percentage

Lack of knowledge 12 48
 VISTAS Vol. 6, No. 1 ● 121

No specific advantage 6 24

No 4G mobile phone 3 12

Others 4 16

Total 25 100

(Source: Primary Data)

From the above table, we can see that 12 of the respondents opined that, there
is rare usage of JIO SIM,because of lack of knowledge. They are not aware about the
services offered by JIO SIM.3 of the respondents are of the opinion that, there is no
specific advantage while using JIO

Ranking method

This technique assigned ranks to the factors considered. In this way this tool
helps to find out preference of samples studied. For each rank category weights are
assigned. Ranks are assigned by calculating total weights of each variable and then
mean is found out. On the basis of mean, ranks are assigned.

Table 11

Table showing reasons for availing JIO SIM

Reasons R W R W R W R W R W Weig Mea Ran

1 5 2 4 3 3 4 2 5 1 ht n k

High 10 8 32 3 9 7 14 5 5 70 2.8 IV
Speed
2

Low Cost 20 6 24 9 27 2 4 4 4 79 3.16 II

Free call 5 25 5 20 6 18 3 6 6 6 75 3 III

& data

4 20 4 16 3 9 9 18 5 5 68 2.72 V
122 ● ISSN: 2319-5770 e-ISSN 2394-1138

More
validity

Easy 10 50 2 8 4 12 4 8 5 5 83 3.32 I
Availabili
ty

(Source: Primary Data)

From the above table, the major reason for availing JIO SIM is it’s easy
availability. Ranking scale is used for the study. The second reason for availing JIO
SIM is it’s low cost. High speed and more validity has fourth and fifth rank as reason
for availing JIO SIM.

Table12

Table showing problems related to JIO SIM

problems R1 W R W R W R W R W Weig Me Ra
5 2 4 3 3 4 2 5 1 ht an nk

Low range 35 8 32 7 21 1 2 2 2 92 3.68 II

Low speed 40 1 40 3 9 3 6 1 1 96 3.84 I

0
8

No call 5 25 1 4 5 15 7 1 7 7 55 2.2 V
going 4

Data 2 10 4 16 6 18 9 1 4 4 66 2.64 III

connectio 8
n
problems
 VISTAS Vol. 6, No. 1 ● 123

Validity 3 15 2 8 4 12 5 1 1 11 56 2.24 IV
for limited 0 1
period

Source: Primary Data

From the above table, the major problem affecting customer satisfaction
regarding JIO SIM is low speed. Ranking scale is used for the study .The second
problem that effect customer satisfaction is low range. The third problem that affect
customer satisfaction is the data connection problem. The least problem that affect the
customer satisfaction is no call going.

ANALYSIS OF VARIANCE
Analysis of variance (ANOVA) is used to test whether the means of several
samples differ significantly. It is a technique which analyses the variance of two or
more samples for determining the significance of difference in their arithmetic mean
and for determining whether different samples under study are drawn from same
population or not with the help of statistical technique called f-test.
Null Hypothesis: There is significant relationship between age group and their
satisfaction towards JIO SIM
Table 13
Table showing Age and satisfaction level.
Age Highly Satisfied Dissatisfied Total
satisfied

Below 20 3 3 Nil 6

20-30 6 3 1 10

30-40 2 3 2 7

Above 40 Nil 2 Nil 2

total 11 11 3 25

N is the total number of observation and K is the number of sample.

T=sum of all observations=25

T2/ N = 252 /9= 69.44

SST= Sum of square of all observations – T2/N= 15.56

SSC= Sum of square of column total= 5.64

SSE = SST-SSE =9.94

MSC=SSC/K-1= 2.82

MSE=SSE/ N-K= 1.653

124 ● ISSN: 2319-5770 e-ISSN 2394-1138

Source of Sum of square Degree of Mean square

variation freedom

Between samples SSC=5.64 K-1=2 MSC=2.82

within samples SSE=9.92 N-K=6 MSE=1.653

Total SST=15.56 N-1=8

F=MSC/MSE= 2.82/1.65= 1.71

Level of significance: 5 % Degree of freedom: (2,6)

Tabled value: 5.14., calculated value: 1.71

Since calculated value less than table value null hypothesis is accepted. There is
relationship between age group and their satisfaction towards Jio SIM.

Recommendation
• Provide more quality mobiles with JIO SIM

• Bring more offer to attract non JIO SIM users

• Low speed of JIO SIM is due to less number of network connection. So, widens the
network.

REFERENCES
Books & Journals

Asdas &Barosa, Banking sector Reforms

Sugan C Jain, Mobile-Banking

Vasudevan V, Theory of Banking

Dr Meena Mathur, A study of trends &issues in implementation of Mobile-Banking

Websites

www.banknetindia.com

www.rbi.co.in

www.indianbankassociation.org