A RESEARCH REPORT

ON
STUDY OF CUSTOMER PERCEPTION & SATISFACTON ABOUT RELIANCE JIO
Submitted in partial fulfillment of the requirement for

DR.A.P.J ABDUL KALAM TECHNICAL UNIVERSITY, LUCKNOW

Master Of Business Administration (M.B.A.)
BATCH:- 2018-2020

SUBMITTED TO:- SUBMITTED BY:-

DR.PANKAJ DIXIT AMAN AHMAD KHAN
DIRECTOR ROLL NO:1876070011

LOTUS INSTITUTE OF MANAGEMENT,BAREILLY

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 ACKNOWLEDGEMENT
In the present world, there is a high competition in which, those who are
willingto move forward in spite of all hurdles, succeed. A project to
conduct a study, in thisaspect serves as a bridge between theoretical
principles and practical working. Thesuccess and final outcome of this
project required a lot of guidance and assistancefrom many people and
we are extremely privileged to have got all this along thecompletion of
our project.
We owe our deepest gratitude to Dr. pankaj Dixit [Director,Of Lotus
Group Of Institution],who motivated us to conduct this study by
imparting a soundtheoretical basis and supervised our work.

We also thank our friends whose names could not be mentioned, for
supportingus and providing us with valuable information for the
completion of this project.

AMAN AHMAD KHAN

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 ABSTRACT

Reliance Jio Infocomm Ltd (popularly known as Jio), is an Indian mobile

networkoperator launched commercially on September 5, 2016. Owned by
Reliance Indus-tries, the entry of Jio revolutionised the telecommunication
sector. In this projectthe success story of this recent entrant and management
principles adopted by thecompany were analysed on the basis of researches
and studies conducted in thesefields. The organisational structure, planning
and marketing strategy, staffing andrecruitment, SWOT analysis, PEST
analysis, promotional strategy, the impact of Jiolaunch, Government policies,
controversies surrounding Reliance Jio, its ventures,collaborations and future
projects were also discussed in detail.

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 INDEX
Title Page………………………………………………1
Acknowledgement…………………………………….2
Abstract…………………………………………………3
Index……………………………………..4

1) Company profile…………………………5-25

2) Objective Of the study…………………………26-27

3) Research Methodology…………………………28-32

4) Data Analysis And Interpretation…………………….33-47

5) Findings……………………………………………..48-49

6) Recommendation & Suggestion…………………..50-52

7) Limitation …………………………….………53-54

8) Conclusion ……………………………………55-56

9) Bibliography…………………………………....57-58

10) Questionnaire…………………………………....59-62
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CHAPTER-1
COMPANY PROFILE

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 COMPANY PROFILE

RELIANCE JIO

Jio's headquarters in RCP, Navi Mumbai

Formerly called Infotel Broadband Services Limited (2009 -2013)

Reliance Jio Infocomm Limited (2013 -2015)

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Type subsidiary

Headquarters Navi Mumbai, Maharashtra, India

Key people Sanjay Mashruwalla (Managing

Director)Jyotindra Thacker
(Head of IT)Akash Ambani(Chief of Strategy)

Products Mobile telephony, broadband, Wifi,Router

and 4G Dataservices
Jio Apps
MyJio, JioChat, JioPlay, JioBeats,
JioMoney, JioDrive, JioOnDemand,
JioSecurity, JioJoin, JioMags,
JioXpressNews, Jionet WiFi
Parent Reliance industries

Subsidiaries LYF

Website WWW.JIO.COM

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JIO
Jio also known as Reliance Jioand officially as Reliance Jio Infocomm
Limited(RJIL),[is an upcoming provider of mobile telephony,
broadband services, and digital services in India..Reliance Jio
Infocomm Limited (RJIL), a subsidiary of Reliance Industries Limited
(RIL), India’s largest private sector company, is the first telecom
operator to hold pan India Unified License.Formerly known as Infotel
Broadband Services Limited(IBSL),Jio will provide 4G services on a
pan-India level using LTE technology. The telecom leg of Reliance
Industries Limited, it was incorporated in 2007 and is based in
Mumbai, India.It is headquartered in Navi Mumbai.
RJIL is setting up a pan India telecom network to provide to the highly
underserviced India market, reliable (4thgeneration) high speed
internet connectivity, rich communication services and various digital
services on pan India basis in key domains such as education,
healthcare, security, financial services, government citizen interfaces
and entertainment. RJIL aims to provide anytime, anywhere access to
innovative and empowering digital content, applications and services,
thereby propelling India into global leadership in digital economy.
RJIL is also deploying an enhanced packet core network to create
futuristic high capacity infrastructure to handle huge demand for data
and voice. In addition to high speed data, the 4G network will provide
voice services from / to non-RJIL network.
RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz
(across 22 circles) capable of offering fourth generation (4G) wireless
services. RJIL plans to provide seamless 4G services using FDD-LTE
on 1800 MHz and TDD-LTE on 2300 MHz through an integrated
ecosystem.
Reliance Jio is part of the “Bay Of Bengal Gateway” Cable System,
planned to provide connectivity between South East Asia, South Asia
and the Middle East, and also to Europe, Africa and to the Far East

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Asia through interconnections with other existing and newly built cable
systems landing in India, the Middle East and Far East Asia.
RJIL’s subsidiary has been awarded with a Facility Based Operator
License (“FBO License”) in Singapore which will allow it to buy,
operate and sell undersea and/or terrestrial fibre connectivity, setup its
internet point of presence, offer internet transit and peering services
as well as data and voice roaming services in Singapore

R-Jio is also in the process of installing hundreds of monopoles,

unlikethe regular rooftop-mounted telecom towers typically used by
telcos, said the company executive quoted above. Monopoles, or
ground-based masts (GBMs), are expected to double up as street
lights and surveillance systems, and provide real-time monitoring
oftraffic and advertising opportunities.

The company, which plans to be rolledout commercial telecom service

operations from January, is currently in the testing phase for most of
its offerings including 4G services, a host of mobile phone applications
and delivery of television content over its fibre optic network.

R-Jio, meanwhile, faces its share of challenges in terms of return on

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

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The Dominant Players

Bharti Airtel ---23% Market Share

Vodafone India ---18% Market Share
Idea Cellular ---15% Market Share
Reliance Communications ---12% Market Share
BSNL ---10% Market Share
Aircel ---8% Market Share
TATA Infocomm ---7% Market Share
Others ---7% Market Share

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

Mr. Akash Ambani is being launched inbusiness as a chief of strategy

in Reliance JIO,involved in day to day operations in businessor Ms.
Isha Ambani is involved in branding and marketing.And thekey
peopleareSanjay Mashruwalla (Managing Director),Jyotindra Tacker
(Head of IT).

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Reliance Industries Chairman Mukesh Ambani committed an
investment of Rs. 2,50,000 crores on "Digital India" and said he
expected the group's initiatives under it will create over 5,00,000 direct
and indirect jobs
"Digital India as company hasseen empowers them to fulfil their
aspirations.Reliance JIO hasinvestedover Rs. 2,50,000 crores across
the Digital India pillars," Ambanisaid, adding: "I estimate Reliance's
'Digital India' investments will create employment for over 5,00,000
people. " Ambani said the launch of Digital India initiative was a
momentous occasion in an information age where digitization was
changing the way one lives, learns, works and plays. It can transform
the lives of 1.2 billion Indians using the power of digital
technology.And as well as "So 80 percent of the 1.3 billion Indians will
have high-speed, mobile Internet. And by 2017, companywould cover
90 percent. And by 2018, all of India would be covered by this digital
infrastructure,"

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 HISTORY
In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel
Broadband Services Limited (IBSL) for Rs 4,800cr. Although unlisted,
IBBL was the only firm to win broadband spectrum in all 22 zones in
India in the 4G auction that took place earlier that year.Later
continuing as RIL's telecom subsidiary, Infotel Broadband Services
Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in
January 2013.
Acquisition & Subsidiaries:
Acquired Infotel Broadband Services Limited in 2010.
Technology -Rancore Technologies
ILD & NLD -Infotel Telecom.
Agreements:
1. An agreement with Ascend Telecom for their more than 4,500
towers across India. (June 2014)

2. An agreement with Tower Vision for their 8,400 towers across

India. (May 2014)An agreement with ATC India for their 11,000
towers across India. (April 2014)

3. An agreement with Viom Networks for their 42,000 telecom

towers. (March 2014)

4. Agreement with Bharti Airtel for a comprehensive telecom

infrastructure sharing agreement to share infrastructure created
by both parties to avoid duplication of infrastructure wherever
possible. (December 2013)

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5. A key agreement for international data connectivity with Bharti to
utilise dedicated fiber pair of Bharti’s i2i submarine cable that
connects India andSingapore. (April 2013)Agreements with
Reliance Communications Limited for sharing of RCOM’s
extensive inter-city and intra-city optic fiber infrastructure of
nearly 1,20,000 fiber-pair kilometers of optic fiber and 500,000
fiber pair kilometers respectively (April 2013 / April 2014), and
45,000 towers (June 2013).

6. Reliance Jio Infocomm is currently laying OFC across the

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

7. Reliance Jio is deploying LTE-TDD technology for 2.3 GHz

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

8. At present in different cities of India Reliance Jio offers Wi-Fi

services. Most of these cities are in Gujarat, where Reliance
Industries also have one of the largest petro-refinery.

9. Once commercially launched, Jio users can have access to

Reliance Communications’ 2G & 3G network.

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 OPERATIONS
In June 2015, Jio announced that it will start its
operations all over the country by the end of year. However, four
months later in October 2015, the company's spokesmen sent out a
press release stating that the launch was postponed to the first quarter
of the financial year 2016-2017.Later in July, a PILfiled 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$25million)
which was arbitrary and unreasonable, and contributed to a loss of
2,284.2 crore(US$340million) tothe exchequer.
The Indian Department of Telecom (DoT), however, refuted all of
CAG's claims. In its statement, DoT explained that the rules for 3G
and BWA spectrum didn't restrict BWA winners from providing voice
telephony. As a result, the PIL was revoked, andthe accusations were
dismissed.
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
Kapoorand Javed Jaffrey, and filmmaker Rajkumar Hirani.The closed
event was witnessed by more than 35000 RILemployees some of
whom were virtually connected from around 1000 locations including
Dallasin the US.

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 PRODUCT & SERVICES

RELIANCE JIO 4G BROADBAND

The company haslaunchedits 4G broadband services throughout India
in the first quarter of 2016financial year.It was slated to release in
December 2015 after some reports said that the company was waiting
to receive final permits from the government.Mukesh Ambani, owner
of Reliance Industries Limited (RIL) whose Reliance Jio is the telecom
subsidiary, had unveiled details of Jio's fourth-generation (4G)
services on 12 June 2015 at RIL's 41st annual general meeting. It will
offer data and voice services with peripheral services like instant
messaging, live TV, movies on demand, news, streaming music,and a
digital payments platform.The company has a network of more than
250,000km of fiber optic cables in the country, over which it will be
partnering with local cable operators to get broader connectivity for its
broadband services. With its multi-service operator (MSO) licence, Jio
will also serve as a TV channel distributor and will offer television-on-
demand on its network.

Pan-India Spectrum
Jio owns spectrum in 800MHz and 1,800MHz bands in 10 and 6
circles, respectively, of the total 22 circles in the country, and also
owns pan-India licensed 2,300MHz spectrum. The spectrum is valid till
2035.Ahead of its digital services launch, Mukesh Ambani-led
Reliance Jio entered into a spectrum sharing deal with younger
brother Anil Ambani-backed Reliance Communications.The sharing
deal is for 800MHz band across seven circles other than the 10 circles
for which Jio already owns.

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Reliance jio’s vision for India is that broadband and digital services will
no longer be a luxury item ,Rather convert it into a basic necessity that
can be consumed in abundance by consumers and small businesses .
The initiatives are truly aligned with the Government of India's ‘Digital
India’ vision for our nation.

•Digital Healthcare

•Affordable Devices

•Jio Drive

•Digital Education

•Digital Currency

•Digital Entertainment and social connectivity

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 LYF SMARTPHONES

In June 2015, Jio tied up with domestic handset maker Intexto supply
4G handsets enabled with voice over LTE (VoLTE) feature. Through
this, it plans to offer 4G voice calling besides rolling out high-speed
Internet services using a fiber network, in addition to the 4G wireless
network.[However, in October 2015, Jio announced that it would be
launching its own mobile handset brand namedLYF.
On 25 January 2016, the company launched its LYF
smartphoneseries starting with Water 1, through its chain of electronic
retail outlets, Reliance Retail.Three more handset models have
beenreleased so far, namely Water series, Earth series, andFlame
series

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FLAME 6

Technical Specifications

 Display 4.00-inch (480x800)

 Processor 1.5GHz quad-core
 Front Camera 2MP
 Rear Camera 2MP
 RAM 512MB
 Storage 4GB
 Battery Capacity 1750mAh
 OS Android 5.1

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FLAME 1

Key Specs
 Display 4.50-inch (480x854)
 Processor Qualcomm Snapdragon 210
 Front Camera 5MP
 Rear Camera 5MP
 RAM 1GB
 Storage 8GB
 Battery Capacity 2000mAh
 OS Android 5.1

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 WIND 5

Key Specs
 Display 5.00-inch (720x1280)
 Processor MediaTek MT6735P
 Front Camera 5MP
 Rear Camera 8MP
 RAM 1GB
 Storage 8GB
 Battery Capacity 2000mAh
 OS Android 5.1

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Jionet WiFi
Prior to its pan-India launch of 4G data and telephony services, Jio
has started providing free Wi-Fihotspot services in cities throughout
India including Ahmedabadand Suratin Gujarat, Indore, Jabalpur,
Dewasand Ujjainin Madhya Pradesh, select locations of Mumbaiin
Maharashtra, Kolkatain West Bengal, Lucknowin Uttar Pradesh,
Bhubaneswarin Odisha, Mussooriein Uttarakhand, Collectorate's
Office in Meerut, and at MG Road in Vijayawadaamong
others.title=Reliance Jio rolls out wi-fi service at IP sigra Mall in
Varanasi among others.In March 2016, Jio started providing free Wi-
Fiinternet to spectators at six cricket stadiums hosting the 2016 ICC
World Twenty20matches. Jionet was made available in Wankhede
Stadium(Mumbai), Punjab Cricket Association IS Bindra
Stadium(Mohali), Himachal Pradesh Cricket Association
Stadium(Dharamshala), Chinnaswamy Stadium(Bengaluru), Feroz
Shah Kotla(Delhi), and Eden Gardens(Kolkata) in India
Jio apps
In May 2016 , Jio launched a bundle of multimedia apps on Google
Playas part of its upcoming 4G services. While the apps are available
to download for everyone, a user will require a Jio SIM cardto use
them. Additionally, most of the apps are in betaphase.
Followingis a list of the apps:
MyJio -Manage Jio Account and Digital Services associated with it
JioPlay -A live TV channel service
JioOnDemand -An online HD video library
JioChat Messenger -An instant messaging app
JioBeats -A music player
JioJoin -A VoLTE phone simulator

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JioMags-E-reader for magazinesJioXpressNews -A news and
magazine aggregator
JioSecurity -Security app
JioDrive -Cloud-based backup too
JioMoneyWallet -An online payments/wallet app.
JIO MIFI WIFI ROUTER

JIO PREVIEW OFFER FOR HP LAPTOPS:

1. 3 Months Free Unlimited 4G Internet(Connected with 31
Devices)

2. 3 Months Free Unlimited Calling (At any network)

3. 3 Months Free Unlimited SMS

4. Life time Roaming Free (All India)Registration in E-mail is

compulsory

5. Available in Reliance store and Digital mini express store.

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 JIO PREVIEW OFFER (JPO)

 3 Months Free Unlimited 4G Internet in LYF smartphones and

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

 3 Months Free Unlimited Calling (At any network)3 Months Free

Unlimited SMS

 Life time Roaming Free (AlloverIndia)

 2 Years Warranty(LYFhandsets only)

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 Branding and Marketing
.

On December 24, 2015, Bollywood actor Shah Rukh Khanwas

appointed as Jio's brand ambassador.

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CHAPTER-2
OBJECTIVE

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OBJECTIVE OF THE STUDY

 To study of customer satisfaction level on Reliance JIO

products & services.

 To find the market potential and market penetration of

Reliance JIO products & services.

 To study of customer perception level on Reliance JIO

products & services.

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 CHAPTER-3
RESEARCH
METHODOLOGY

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 RESEARCH METHODOLOGY
RESEARCH DESIGN:
The purpose of the methodology is to design the research procedure.
This includes the overall design, the sampling procedure, the data
collection method and analysis procedure.Marketing research is the
systematic gathering recoding and analyzing of data about problem
retaining to the marketing of goods and services.
The essential purpose of marketing research is to provide information,
which will facilitate the identification of an opportunity of problem
situation and to assist manager in arriving at the best possible
decisions when such situations are encountered
Basically there are two types of researches, which according
to their applicability, strength, weaknesses, and requirements used
before selecting proper type of research, their suitability must be seen
with respect to a specific problem two general types of researches are
exploratory and conclusive.
1. Conclusive Research:
It is also known as quantitative research; it is designed to help
executives of action that is to make decision.
When a marketing executive makes a decision are course of
action is being selected from among a number of available. The
alternatives may be as few as two or virtually infinite. They may be
well defined or only vaguely glimpsed.

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Conclusive research provides information, which helps the executives
make a rational decision. In some instances, particularly if any
experiment is run, the research may come close tospecifying the
precise alternatives to choose, in their cases especially with
descriptive studies the research will only particularly clarify the
situation and much will be left to the executive’s judgment.
The type of research here is “Descriptive Research Design”. This kind
of design is used for more precise investigation or of developing the
working hypothesis from an operational point of view. It has inbuilt
flexibility, which is needed because the research problem, broadly
defined initially,is transformed into one with more precise meaning in
exploratory studies, which in fact may necessitate changes in
research procedure for gathering relevant data
The characteristic features of research are as follows:
 Flexible Design
 Non-Probability Sampling Design
 No pre-planned design for analysis
 Unstructured instruments for collection of data
 No fixed decisions about the operational procedures
Sample Size
Sample size refers to the numbers of respondents researcher have
selected for the survey. I have selected 100 sample units
frommarketand individual customers.

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Sampling Technique
The sample design provides information on the target information and
final sample sizes. I used conveyed convenient sampling surveyed in
research.
Sampling Area:
While conducting sample,I went many places of bareilly areas-
Railwayroad,Kasba road,chaupala,rampur garden, biharipur etc
Data collection tool
I have used Questionnaire, as the research instrument to conduct the
market survey. The questionnaire consisted closed ended questions
designed in such a way that it should gathermaximum information
possible.
The questionnaire was a combination of 15questions. If choices are
given it is easier for the respondent to respond from the choices rather
they think and reply also it takes lesser time. Because the keep on
responding andone has tick mark the right choice accordingly.
Data was collected through two sources
Primary Source: Primary data was collected directly from the
customers through a questionnaire.

Secondary Source:The secondary source was the company website

and my colleagues

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Method of sampling

Convenient sampling is used to do sampling as all the customers in

the sites are Surveyed..

Data Analysis
Data analysis was done mainly from the data collected through the
customers. The dataCollected from secondary sources is also used to
analyse on one particular parameter.Qualitative analysis was done on
the data collected from the primary as well as secondarySources

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 CHAPTER-4
DATAANALYSIS
&
INTERPRETATION

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 TABLE 1:

1.Do you have a mobile phone?

a) Yes 100% b)No 0%

120

100

80

60

40

20

0
YES NO

INTERPRETATION:
100% of the respondents are Mobile users.

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 TABLE2:

2.Are you aware about Reliance JIO?

A)Yes 93.33% b)No 6.67%

6.67

93.33

YES NO

INTERPRETATION:
93.33% of respondents are aware about Reliance JIO.
6.67% of respondents are not aware about Reliance JIO

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 TABLE 3:
3.which operator’s service do you use?
A) Airtel 30% B) Reliance JIO 23.33%
C) Idea 20% D) Vodafone26.67%
35

30

25

20

15

10

0
AIRTEL RELIANCE JIO IDEA VODAFONE

INTERPRETATION
30% of respondents are Airtel users
23.33% of respondents are Relianc JIOusers.
20% of respondents are Ideausers.
 26.67% of respondents are Vodafoneusers.

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 TABLE 4:
4.What is your average monthly expenditure on mobile (in
RS)?
a)Rs100-Rs200 35.71%B)Rs200-Rs300 32.14%

c)Rs300-Rs400 28.57%d)Above Rs500 10.71%

40

35

30

25

20

15

10

0
Rs100-Rs200 Rs200-Rs300 Rs300-Rs400 Above Rs500

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.

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 TABLE 5:
5.From which source you came to know about Reliance JIO?
a)News paper 32.14%b)Advertisement 21.42%
c)Mouth publicity 28.57% d)Hoardings 17.85%
17.85

32.14

28.57

21.42

News paper Advertisement Mouth publicity Hoardings

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

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 TABLE 6:
6.Since how long you are using Reliance JIO services?
a)Less than one month42.85% B)2-3months 35.71%
c)4-5months 14.28% d)Non user 0%
45

40

35

30

25

20

15

10

0
Less than one month 2-3months 4-5months Non user

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 .

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 TABLE 7:
7. Which feature ofReliance jio convinced you to use this?
a)Connectivity 21.42%b) Schemes 57.14%
c) Advertisements 14.28%d)Goodwill 7.11%
60

50

40

30

20

10

0
Connectivity Schemes Advertisements Goodwill

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.
7.14% of respondents are convinced with goodwill.

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 TABLE 8:
8.Which service do youlikemostwhile using the Reliance jio
services?
a)Data services 50%b) Call rate 28.57%
c)Network coverage 14.28%d)Value added services7.14%
60

50

40

30

20

10

0
Data services Call rate Network coverage Value added services

INTERPRETATION:
50% of respondents arein 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.

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 TABLE 9:
9)Why did you choose this service provider?
a).Unlimited calling services 14.28%
b).Unlimited Data services35.71%
c).Unlimited sms services7.14%
d).All services42.85%

14.28

42.85

35.71

7.14

Unlimited calling services Unlimited Data services Unlimited sms services All services

INTERPRETATION:
14.28% of respondents are chosen to Unlimited calling services.
35.71% of respondents are chosen toUnlimited Dataservices..
7.14% of respondents are chosen toUnlimited Smsservices
42.8% of respondents are chosen to All services.

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 TABLE 10:
10.Do you call at customer care?
a)Yes 100% b)No0%
If Yes,how often you call at customer care?
A) Daily 28.57% B) Once in week 50%
B) Once in month14.28% D) Rarely7.14%

60

50

40

30

20

10

0
Daily Once in week Once in month Rarely

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.

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 TABLE 11:
11.For what reason do you call customer care?
a)Value added services21.42%
b) Information regarding new schemes 57.14%
c)Complaints7.14%
d)Other queries14.28%
60

50

40

30

20

10

0
Value added services Information regarding Complaints Other queries
new schemes

INTERPRETATION:
21.42% of respondents aremade 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

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 TABLE 12:
12. Are you satisfied with Reliance JIO services?
a)Yes 71.42%b)No 28.58%

YES NO

INTERPRETATION:
71.42% of respondents aresatisfied.
 28.58% of respondents are not satisfied

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 TABLE 13:
13.What should be improved in Reliance JIO services?
a) Improve in Network coverage 30%
b)Remove calling congestion 20%
c)Upgrade in Android version 25%
d)Others25%

Sales

25
30

25 20

Improve in Network coverage Remove calling congestion Upgrade in Android version Others

INTERPRETATION:
30% of srespondents are dissatisfied with poor network
coverage.
20% of respondents are dissatisfied with call drop.
25% of respondents aredissatisfied with old version.
25% of respondents aredissatisfiedothers

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 TABLE 14:
14. Would you like to recommend others?
a) Yes 85.12 b)No 14.28

NO

YES

0 10 20 30 40 50 60 70 80 90

INTERPRETATION:
85.12% of respondents arerecommended others.
14.28% of respondents are not recommended others.

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CHAPTER-5
FINDINGS

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The following are the findings of the study

 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.

 Reliance JIO has wide market captured in Bareilly.LYF handsets

are highly demanded inthe market by its customers.

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

 4. Customers are satisfied the 4G unlimited services as

comparison to others services.

 Reliance JIO is the market leader in Bareilly areas,all the

customers are preferred its products & services.

 Reliance JIO is enhanced the potential market share in Bareilly.

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

But LYF handsetsare more preferred by the customers.

 LYF handsets are highly selling products in Bareilly

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.

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CHAPTER-6
SUGGESTION

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SUGGESTIONS

 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.

 Spread out the awareness about Reliance JIO in deep rural

areas.

 Replenish the products on Retailer’s shop on right time,where it

is lacking.

 Remove(exterminate) the problem of calling congestion & call

drop.

 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”.

 Get the feedback from existing customers about Reliance JIO

and take the reference for making new customers.

 We should try building a good relationship with all

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

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

 Enhance the market penetration & shares in every market and

give the high competition to others company.

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CHAPTER-7
LIMITATION

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 LIMITATIONS

 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.

 The behavior of the customer is unpredictable which may result

in the lacking of accuracy in the data.

 As the sample size of the survey wasso small and comprise of

only 100 customers, the results may have some prone to errors.

 Study accuracy totally based upon the respondents response.

 Stipulated short span of time for survey.

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CHAPTER-8
CONCLUSION

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CONCLUSION:-
Reliance JIO has become avery successful brand in India & providing
customer satisfaction is to be there main motive.It providesunlimited
freecalling 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 networkcoverage,
attractive 4G schemes& customer servicesas well as lifetime roaming
freeservices.
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 networkcoverageand good 4G services as
they are important and technology advanced stuffrequired by almost
everybody in today’s environment,
Reliance JIO is a home brandcompany and a very emergingbrand in
India and will be successful in overseas market in upcoming years.
Itpossesses 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 JIOand 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 areaof 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.

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CHAPTER-9
BIBLIOGRAPHY

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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

Articles:
 Mukesh Ambani'sson 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 TimesBusiness Line
Web Sites:
O www.JIO.com
O www.MYLYF.com

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QUESTIONNAIRE

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 QUESTIONNAIRE

NAME:------------------------------
AGE: --------------------------------
SEX:---------------------------------
OCCUPATION:-------------------
MOBILE NO: ----------------------
ADDRESS : ------------------------

1.Do you have a mobile phone?

a) Yes b)No

2.Are you aware about Reliance JIO?

A)Yes b)No

3. which operator’s service do you use?

A) Airtel B) Reliance JIO
C) Idea D) Vodafone

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

RS)?
a)Rs100-Rs200 B)Rs200-Rs300

c)Rs300-Rs400 d)Above Rs500

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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)2-3months
c)4-5months d)Non user

7. Which feature ofReliance jio convinced you to use this?

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

8. Which service do youlikemostwhile 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

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10.Do you call at customer care?
a)Yes b)No
If Yes,how often you call at customer care?
A) Daily B) Once in week
B) Once in month D) Rarely

11.For what reason do you call customer care?

a)Value added services
b) Information regarding new schemes
c)Complaints
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 b)No

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