TABLE OF CONTENTS

Sr.no. Description Page No.

1. Executive Summary 2-3
2. Literature review 4-7
3. Introduction 8-10
4. Industry profile 11-20
5. Company profile 21-42
6. Introduction to the problem 43-47
7. Scope of the study 48-49
8. Objective of the study 50-51
9. Research methodology 52-55
10. Data analysis and Data presentation 56-74
11. Findings 75-76
12. Limitation 77-78
13. Conclusion 79-80
14. Suggestions 81-82
15. Bibliography 83-84
16. Questionnaire 85-89

1
 EXECUTIVE

SUMMARY

EXECUTIVE SUMMARY

This 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 RelianceJIO” 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 Navi Mumbai city.
RJIL (Reliance JioInfocomm 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.

2
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

3
LITERATURE
REVIEW

4
 LITERATURE REVIEW
In this literature review. The consumer perceptions about 4G services in Pune.
The objectives of the study were (1) to find the most influencing factor in
selection of service provider, and (2) to measure customer perception and
satisfaction about the 4G service provided. The study on a 4G indicated that some
problems exist that deserve the attention of the company. The company needs to
bridge the gap between the services promised and 4G services offered. And to
conclude, “Delivering service without measuring the impact on the customer is
like driving a car without a windshield”
.
At 4G, The Company have always sought to enhance value for you as a customer
by providing you the most relevant and easy to use services through innovation
and by harnessing the latest developments in technology. In line with this
strategy, constantly introduced 4G innovative services to suit customer unique
needs and wants. These 4G trends in the market and among customers generate a
demand for high speed and more rapidly changing services and expectation for a
different approach to technology development.
As well as imposing requirements in terms of 4G technology development, trends
such as mass individualization call for a responsive answer to a sharply increasing
market demand. Successful growth and diffusion of 4G services is focusing
customer satisfaction on how mobile relates to 4G networks. Accordingly, it is
necessary for company to review current frameworks in those instances where
changes might impede the offering of certain aspects.

Consumer perception about 4G much more volatile, much less predictable and
increasingly concerned with instant gratification. The expectation is that in due
course this trend towards individualization will become a more important factor in
the emerging markets too, particularly in everyarea. In future, 4G services over

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mobile networks and company need to review current regulatory frameworks to
enhance innovation and competition in the market of these services.

customer satisfaction is a measure of how 4G services supplied by a company

meet customer expectation. In today’s tough economic climate all companies
need to improve efficiency and, even in midsize firms that usually mean
coordinating large quantities of information. However, technology and thinking
has progressed and, many of user nowadays using 4G services.Customer
satisfaction is defined as a customer’s overall evaluation of the performance of an
offering to date. This overall satisfaction has a strong positive effect on customer
loyalty intentions across a wide range of 4G service s.

Many companies have been gaining rising popularity due to the advances in 4G
technologies and the large increase in the number of itsusers. The companies that
expand beyond services and develop a content distribution platform will win
customers ‘expectation. Companiescouldnot follow constant rules to be successful
in potential markets. There is not a list of actions that lead companies to more
profit or more customer satisfaction. Because 4G services are increasingly spread
out all over India. And every customer is preferred these 4G services.

This satisfaction has positive influences on retaining customers among different

variety of 4G services. Satisfaction refers to achieving the things we want. If
satisfaction interprets as "not going wrong" the firm should decrease complaint
which by its own is not sufficient. To satisfy customers, company should improve
its 4G services. Customers with less expectation are more satisfied, companies by
adding innovative 4G features would easily increase customer
satisfaction.Customer retention is directly influenced by customer satisfaction.
Retention is a major challenge particularly in internet based services, as customers
can easily switch from one service to another at low cost. Customer satisfaction is

6
the key factor determining how successful the company will be in competitive
market, therefore it is very important to measure it.

To better manage customer satisfaction, company spend millions on effectively

tracking the methods that guarantee customer satisfaction, because the
quantitative measurement of customer satisfaction is a great help for
comprehensively measuring the effect of 4G on customer satisfaction.

Customer satisfaction, as we discussed before, has the most important effect on

customer perception andto narrowing down we focus on 4G service as one of the
customer satisfaction’s factors. The aim of the company is to find the most
important service dimensions that affect customer satisfaction.

To have a thorough satisfaction firstly the company is needed to bring satisfied

customers which leads to loyal customers and by preparing all this, good services
would be followed which influenced on Customer satisfaction and make them
loyal in future.

7
INTRODUCTION

8
 INTRODUCTION
After the globalization of India economy in 1991 the telecommunication sector
remained one of the most happening sectors in India. The recent year’s 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 lakhs. 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 tele density 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

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investment in technology, distribution and customer services, providing both a
great customer experience and competitive value.

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

11
 INDUSTRY PROFILE

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, per
Cellular Operators Association of India (COAI).

Per 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 several 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.

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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 one’s mobile phone. It
automatically solves the problem of eavesdropping on one’s 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.
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 omniana’s 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

13
demand for easier and faster connectivity, the mobile telephony market is expected to
race ahead.

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
● To protect the defense 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.

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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
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.

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 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

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 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.

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 considering the
convergence of IT, media, telecom and consumer electronics

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 ● 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

strengthen research and development efforts in the country
● Achieve efficiency and transparency in spectrum management
● 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.

17
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 BhartiAirtel 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.
 
● 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)

18
 10 solutions. "India is one of the fastest growing markets in terms of
smartphone and mobile data adoption,” said per 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.
 
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
 
● Per Craig Wigginton, vice chairman and U.S. Telecommunications leader,
Deloitte &Touché 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 highspeed.
 

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 ● 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.
 
● 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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COMPANY PROFILE

21
 COMPANY PROFILE

RELIANCE JIO

Jio's headquarters in RCP, Navi Mumbai

Formerly ● Infotel Broadband

called Services Limited (2009 -
2013)
● Reliance JioInfocomm
Limited (2013 - 2015)
Type Subsidiary
Industry Telecommunications
Headquarte Navi Mumbai, Maharashtra, India
rs
Key people Sanjay Mashruwalla (Managing
Director)
Jyotindra Thacker (Head of IT)
AkashAmbani(Chief of Strategy)

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 Mobile telephony, broadband,
Products Wifi,Routerand 4G Data services

Jio Apps

MyJio, JioChat, JioPlay, JioBeats,

JioMoney, JioDrive,
JioOnDemand, JioSecurity,
JioJoin, JioMags, JioXpressNews,
JionetWiFi

Parent Reliance Industries

Subsidiaries LYF
www.jio.com
Website

Jio also known as Reliance Jio and officially as Reliance JioInfocomm Limited
(RJIL), is an upcoming provider of mobile telephony, broadband services, and
digital services in India.
Reliance JioInfocomm 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 (4th generation) high speed internet
connectivity, rich communication services and various digital services on pan
India basis in key domains such as education, healthcare, security, financial

23
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 to Europe, Africa and to the Far East 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 fiber 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, unlike the 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 of traffic and advertising opportunities.

24
The company, which plans to be rolled out commercial telecom service operations
from January, is currently in the testing phase for most of its offerings including
4G services
R-Jio, meanwhile, faces its share of challenges in terms of return on investment
and capturing market share. The company, per 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 BhartiAirtel Ltd, Vodafone India Pvt Ltd and Idea
Cellular Ltd.
The Dominant Players
⮚ BhartiAirtel --- 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

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

25
Mr. AkashAmbani is being launched in business as a chief of strategy in Reliance
JIO, involved in day to day operations in business or Ms. IshaAmbani is involved
in branding and marketing. Andthekey people are Sanjay Mashruwalla (Managing
Director), JyotindraTacker (Head of IT).

26
Reliance Industries Chairman MukeshAmbani 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 has seen empowers them to fulfil their aspirations.
Reliance has invested over Rs.2,50,000 crores across the Digital India pillars,"
Ambani said, 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, company would cover 90 percent. And by 2018, all of India would be
covered by this digital infrastructure,"

27
 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 JioInfocomm Limited
(RJIL) in January 2013.

Acquisition & Subsidiaries:

✔ Acquired Infotel Broadband Services Limited in 2010.
✔ Technology - Rancore Technologies
✔ ILD & NLD - Infotel Telecom.

Agreements:

✔ An agreement with Ascend Telecom for their more than 4,500 towers
across India. (June 2014)
✔ 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)
✔ An agreement with Viom Networks for their 42,000 telecom towers.
(March 2014)
✔ Agreement with BhartiAirtel for a comprehensive telecom infrastructure
sharing agreement to share infrastructure created by both parties to avoid
duplication of infrastructure wherever possible. (December 2013)
✔ A key agreement for international data connectivity with Bharti to utilize
dedicated fiber pair of Bharti’s i2i submarine cable that connects India and
Singapore. (April 2013)

28
 ✔ 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).

Technology:

✔ Reliance JioInfocomm 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.
✔ 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 have paved to roll out of LTE-A network aggregation of both
technology and both spectrum band.
✔ 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 petrol-refinery.
✔ 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 PIL filed in the Supreme Court by an NGO called the Centre for
Public Interest Litigation, through PrashantBhushan, challenged the grant of pan-
India license 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$25 million) which was arbitrary and
unreasonable, and contributed to a loss of 2,284.2 crore (US$340 million) to the
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. Thus, the PIL was
revoked, and the 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, kick started the launch event which took place in
Reliance Corporate Park in Navi Mumbai, along with celebrities like musician A
R Rahman, actors RanbirKapoor and Javed Jaffrey, and filmmaker
RajkumarHirani.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.

30
PRODUCT & SERVICES

RELIANCE JIO 4G BROADBAND

The company has launched its 4G broadband services throughout India in the first
quarter of 2016 financial 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. MukeshAmbani, 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 250,000 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. With its multi-service operator (MSO)
license, 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 800 MHz and 1,800 MHz bands in 10 and 6 circles,

respectively, of the total 22 circles in the country, and owns pan-India licensed
2,300 MHz spectrum. The spectrum is valid till 2035.Ahead of its digital services
launch, MukeshAmbani-led Reliance Jio entered into a spectrum sharing deal
with younger brotherAnilAmbani-backed Reliance Communications. The sharing
deal is for 800 MHz band across seven circles other than the 10 circles for which
Jio already owns.
Reliance jio’s vision for India is that broadband and digital services will no longer
be a luxury item, rather convert it into a necessity that can be consumed in

31
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

LYF SMARTPHONES

In June 2015, Jio tied up with domestic handset maker Intex to 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 smartphone series starting with
Water 1, through its chain of electronic retail outlets, Retail. Three more handset
models have been released so far, namely Water series, Earth series, and Flame
series.

32
FLAME 6

Technical Specifications

LYF FLAME 6
MODEL
Qualcomm® Snapdragon 210 MSM8905
CHIPSET
GENERAL Operating System: Android Lollipop 5.1
FEATURES SIM Slot: Dual SIM (4G+2G) *
Processor (CPU): Quad-Core 1.5GHz Screen
Size:4Inch

Chipset: Quad-Core 1.5GHz

PERFORMANCE
Graphics (GPU): Mali 400 MP2@500MHz
RAM: 512 MB. Screen Resolution: WVGA,

Capacity: 1700 mAh, Lithium Ion Battery

BATTERY
Talk time: Up to 4.5 hours (4G)

STORAGE
Internal Memory: 4 GB
CAPACITY
Expandable Memory: Up to 32 GB

Rear Camera: 5MP Auto Focus

CAMERA
Front Camera: 2MP Fixed Focus, Flash: LED Flash

3G: yes
CONNECTIVITY
4G: yes (LTE).

33
FLAME 1

Technical Specifications

MODEL FLAME 1

CHIPSET Qualcomm® Snapdragon210 MSM8909

GENERAL FEATURES Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G), Processor:
Quad-Core 1.1 GHz
Screen Size:4.5 Inch.

PERFORMANCE Graphics (GPU): Adreno 304 @ 409MHz

RAM: 1GB, Screen Resolution: FWVGA
480 x 854 pixel

BATTERY Capacity: 2000 mAh, Lithium-ion

Talk time: Up to 8 Hours (4G)

STORAGE CAPACITY Internal Memory: 8 GB

Expandable Memory: Up to 32 GB

CAMERA Rear Camera: 5MP Auto Focus

Front Camera: 5MP Fixed Focus, Flash: Rear
LED Flash

34
 CONNECTIVITY 3G: Yes
4G: Yes, LTE CAT4
True 4G (LTE Support): VoLTE (Video &
HD Voice Call)
WIND 1

Technical specifications

LYF WIND 1
MODEL
Qualcomm®SnapdragonTM 410 MSM8916
CHIPSET
Operating System: Android 5.1 Lollipop
SIM Slot: Dual SIM (4G+2G)
GENERAL
Processor (CPU): Quad-core 1.2 GHz
FEATURES

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 410 MSM8916

Graphics (GPU): Adreno 306 @ 450 MHz
RAM: 1 GB, Screen Size 5 Inch, Screen Resolution:

BATTERY Capacity: 2300 mAh, Lithium - Ion Polymer

Talk time: Up to 6 hours (4G)

STORAGE CAPACITY Internal Memory: 8 GB, 16 GB

Expandable: Up to 64 GB

35
CAMERA Rear Camera: 8 MP Auto Focus
Front Camera: 5 MP, Flash: Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE

WIND 5

Technical specifications

MODEL WIND 5

CHIPSET MTK 6735P

GENERAL FEATURES Operating System: Android Lollypop 5.1

SIM Slot: Dual SIM (4G+2G),
Processor (CPU): Quad-core 1.0GHz

PERFORMANCE Chipset: MTK 6735P

Graphics (GPU): ARM (MaliT720-Mp1) @600
MHz
RAM: 1GB

BATTERY Capacity: 2000 mAh, Lithium ion

Talk time: Up to 6.5 hours (4G)

36
 STORAGE CAPACITY Internal memory: 8 GB
Expandable Memory: Up to 32 Gb

CAMERA Rear Camera: 8 MP Auto Focus

Front Camera: 5MP, Flash: Rear
CONNECTIVITY 3G: 4G: Yes, LTE Cat 4

WATER 1

Technical specifications

MODEL WATER 1

CHIPSET Qualcomm® SnapdragonTM 615 MSM8939

GENERAL Operating System: Android Lollipop 5.1.1

FEATURES SIM Slot: Dual SIM (4+2G), Processor (CPU): Octa-
Core 1.5 GHz

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz
RAM: 2GB, Screenresolution: Full HD, 1080x 1920
pixels

BATTERY Capacity: 2600 mAH, Lithium-ion polymer

Talk time: Up to 10 hours (4G)

37
STORAGE CAPACITY Internal Memory: 16 GB
Expandable Memory: Up to 32 GB

CAMERA Rear Camera: 13 MP Auto Focus

Front Camera: 5MP Fixed Focus

Flash: Yes - Both Front and

CONNECTIVITY 3G 4G: Yes, LTE Cat 4

WATER 7

Technical specifications

MODEL WATER 7

CHIPSET QUALCOMMSnapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G), Sensors: Gravity or Finger print sensor

PERFORMANCE Chipset: Qualcomm®SnapdragonTM 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz
RAM: 2GB, Processor (CPU): Octa-core 1.5 GHZ

BATTERY Capacity: 3000 mAh, Lithium-ion polymer

Talk time: Up to 14 hours (4G)

38
STORAGE CAPACITY Internal memory: 16 GB

Expandable memory: Upton 128 GB

CAMERA Rear Camera: 13 MP Auto Focus

Front Camera: 5MP, Flash: Rear LED
CONNECTIVITY 3G: Yes
4G: Yes, LTE Cat 4

EARTH 2

Technical specifications

MODEL EARTH 2

CHIPSET QUALCOMM Snapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.1.1

SIM Slot: Dual SIM (4G+2G)
Octa core 1.5 GHZ, Sensors: Proximity or Light sensor:

PERFORMANCE Chipset: Qualcomm®SnapdragonTM 615 MSM8939

Graphics: (GPU): Adreno 405 @ 550 MHz
RAM: 3 GB, Screen Size: 5.5 Inch, Screen Resolution: Full HD

39
 BATTERY Capacity: 3500 mAh, Lithium-ion polymer
Talk time: Up to 14 hours (4G)

STORAGE CAPACITY Internal memory: 32 GB

Expandable memory: Upton 64 GB

CAMERA Rear Camera: 15 MP Auto Focus

Front Camera: 5MP, Flash: Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call

JionetWiFi
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
Ahmedabad and Surat in Gujarat, Indore, Jabalpur, Dewas and Ujjain in Madhya
Pradesh, select locations of Mumbai in Maharashtra, Kolkata in West Bengal,
Lucknow in Uttar Pradesh, Bhubaneswar in Odisha, Mussoorie in Uttarakhand,
Collect rate’s Office in Meerut, and at MG Road in Vijayawada 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.

Jio apps
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 JioSIM card to use them. Additionally, most of the apps are
in beta phase. Following is a list of the apps:
● MyJio - Manage Jio Account and Digital Services associated with it
● JioPlay - A live TV channel service

40
● JioOnDemand - An online HD video library
● JioChat Messenger - An instant messaging app
● JioBeats - A music player
● JioJoin - A VoLTE phone simulator
● JioMags - E-reader for magazines
● JioXpressNews - A news and magazine aggregator
● JioSecurity - Security app
● JioDrive - Cloud-based backup too
● JioMoney Wallet - An online payments/wallet app.

JIO MIFI WI-FI ROUTER

JIO PREVIEW OFFER FOR HP LAPTOPS:

41
 ✔ 3 Months Free Unlimited 4G Internet (Connected with 31 Devices)

✔ 3 Months Free Unlimited Calling (At any network)

✔ 3 Months Free Unlimited SMS

✔ Life time Roaming Free (All India)

✔ Registration in E-mail is compulsory

✔ Available in Reliance store and Digital mini express store.

JIO PREVIEW OFFER (JPO)

✔ 3 Months Free Unlimited 4G Internet in LYF smartphones and others all

4G smartphones (Samsung, Micromax, Karbon, Lava, HTC, Gioni etc.)

✔ 3 Months Free Unlimited Calling (At any network)

✔ 3 Months Free Unlimited SMS

✔ Life time Roaming Free (All over India)

✔ 2 Years Warranty (LYF handsets only)

42
Branding and Marketing
On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's
brand ambassador.

INTRODUCTION TO
THE PROBLEM

43
 INTRODUCTION TO THE PROBLEM

Even though the sector has reflected promising growth, the tele density in India
remains at a very low level compared with international standards and thus
providing tremendous opportunity for future growth. In the medium-term, the
industry is expected to continue to record good subscriber growth because of low
penetration levels, heightened competition; a sustained fall in minimum
subscription cost and tariff that increase affordability for lower-income rural
users, expansion of coverage area by mobile operators, and government support
through schemes such as the rural infrastructure roll out funded by subsidies from
the Universal Service Obligation (USO) Fund. The Indian telecom sector offers
unprecedented opportunities in various areas, such as rural telephony, 4G, virtual
private network, value-added services, et al. Nonetheless, the lack of telecom
infrastructure in rural areas and falling ARPU of telecom service providers could
inhibit the future growth of the industry

Rapidly Falling ARPU (Average revenue per user)

44
The competitive intensity in the telecom industry in India is one of the highest in
the world and has led to sustained fall in realization for the service providers.
Intense competitive pressure and cut throat pricing has resulted in declining
ARPUs. With increasing number of new entrants in the telecom space the
competitive intensity is likely to continue, putting further downward pressures on
the telecom tariffs. Thus, the telecom companies might have to grapple with
further decline in ARPUs, going forward.
Further, with the telecom companies moving their focus to the rural areas for
driving the future subscriber growth they might not witness a commensurate
increase in revenues. In fact, the risk of steep decline in ARPUs will increase
going forward as the telecom companies penetrate rural markets that are
characterized by higher concentration of low-income, low-usage customers. A
higher-than-expected decline in ARPU poses a risk of reduction in margins of
service providers. Alternatively, telecom operators are turning their focus to
steadily increasing the minutes of usage (MoU) to counter the sustained fall in
ARPUs. Likewise, the growth of the VAS is also crucial for some improvement in
the ARPUs of operators.

Lack of Telecom Infrastructure

Lack of telecom infrastructure in semi-rural and rural areas could be one of the
major hindrances in tapping the huge rural potential market, going forward. The
service providers must incur a huge initial fixed cost to enter rural service areas.
Further, as many rural areas in India lack basic infrastructure such as road and
power, developing telecom infrastructure in these areas involve greater logistical
risks and extend the time taken to roll out telecom services. The lack of trained
personnel in the rural area to operate and maintain the cellular infrastructure,
especially passive infrastructure such as towers, is also seen as a hurdle for
extending telecom services to the under penetrated rural areas.

Rural Areas Continue to Remain Under Penetrated

45
A rural tele density of merely 15% point towards the fact that most Indian
population still do not have access to telecom services. The rural India seems to
have remained untouched by the telecom revolution witnessed in the last few
years. A huge 'digital divide', which is reflected by the enormous difference of
74% between the urban and rural tele density, reiterates this fact.
However, with the urban markets reaching a saturation point, the telecom service
providers are penetrating rural areas for driving future growth. Thus, the service
providers entering new rural markets might witness substantial increase in
subscriber base. The expansion in the rural areas, however, has increased the risk
of further decline in the ARPUs. Nonetheless the revenue growth from these
regions is unlikely to match the surge in the subscriber base.

Excessive Competition
Another major concern that has come to the forefront in the recent past has been
heightened competitive intensity in the industry that has correspondingly fueled
the price war between industry players. The Indian wireless market is one of the
world’s most competitive markets, with 12 operators across 23 wireless ‘circles’
and 6 to 8 competing operators in each circle. The auction of new 4G licenses and
the introduction of mobile number portability (MNP) are likely to heat up
competition in the industry, going forward.
Spectrum is the most important resource that is required for providing mobile
services. Given that spectrum is a finite resource, the availability of the same
would be inversely proportional to the number of operators. Thus, larger the
number of service providers smaller will be the amount of spectrum available to
each of them.

Scarcity of spectrum leads to higher capex on deployment of mobile networks for

the operators as they need more cell sites to improve service quality. Further the

46
growing usage of spectrum and the resultant scarcity may lead to re-use of
spectrum and increase chances of congestion in networks leading to constraints on
service quality.
Evidently, the competition in the industry is expected to intensify further with the
entry of new players, both domestic as well as foreign players. With the
competitive intensity of the industry already at such high levels new operators
might find it difficult to gather significant share in Indian telecom market. While
the new players may benefit from a faster network rollout through tower sharing,
they will face challenges in terms of high subscriber acquisition costs and lower
ARPU customers.

Lower Broadband Penetration

The Indian economy remains highly underpenetrated in terms of broadband
connections. High cost of devices (PC and laptop), high internet charges and
lower wireline connections have been some of the major factors inhibiting
broadband penetration. Broadband is one of the key catalysts for economic
development and major initiatives by both the government and service providers
are needed to increase its penetration.

Spectrum Allocation
4G Spectrum availability is one of the major concerns for the industry. Lack of
adequate spectrum which is the most integral part of the mobile telephony sector
could hamper its growth severely. However, the spectrum allotment has been the
most controversial issues in the Indian telecom sector.
The smooth process of scheduled 4G spectrum allocation is likely to be one of the
key factors affecting the industry dynamics, going forward. Given the highly-
competitive nature of the Indian telecom industry on one hand, and limited

47
licenses in the 4G network on the other, the risk of excessive biding by the service
providers has increased. Irrational bidding, especially in some circles, might
render 4G services financially-unviable. Further, there exists a risk of delay in
allotment of proposed spectrum to the service providers who have successfully
bid for the 4G spectrum

Other Growth Inhabiting Factors

The deployment of 4G services is likely to help the emergence of new VAS. Mass
acceptance will be crucial for the success of 4G services in India. Comparatively
higher cost of handsets required for accessing 4G services is likely to be one of
the major roadblocks in mass 4G adoption in India.

SCOPE OF THE STUDY

48
 SCOPE OF STUDY

This study covers customers about Reliance JIO in the areas of Navi Mumbai.

The study makes effort to ascertain the satisfaction level of customer of Reliance
JIO. Through survey So that company would be able to come up to the
expectation level of its customer.
The company can come up to the expectation only by finding out the problem that
customer is facing during their purchase of Reliance JIO products.
The subject has been taken for the research as it plays key role in the success of
Telecom sector.
No company can think of selling their product without having satisfied customer.
No company can survive in long run without coming up to the satisfaction level of
customer.

49
In short it is the level of satisfaction that is link between end-user and company. If
the company can satisfy its customer, customer would remain in the bracket of
loyal customer.
Hence it is very essential to understand the customer satisfaction and to measure
the satisfaction level time to time as there is always scope of improvement.

The research will also be beneficial in analyzing the overall market position of the
company and measures which should be adopted by the Reliance JIO to increase
their market share in the region of Navi Mumbai.

50
OBJECTIVE OF THE
STUDY

51
 OBJECTIVE OF THE STUDY

1. To study of customer satisfaction level on Reliance JIO products & services.

2. To find the market potential and market penetration of Reliance JIO products
& services offerings in Navi Mumbai.

52
 RESEARCH
METHODOLOGY

53
 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 per 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.Descriptive Research:
Descriptive research is used to describe characteristics of a population or
phenomenon being study. Descriptive research generally precedes explanatory
research. The descriptive research is used for frequencies, averages and other
statistical calculations.
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.

54
 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 respondent’s researcher have selected for the
survey.
I have selected 300 sample units from market and individual customers.

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 Navi Mumbai areas-Vashi

station, Koparkhairane station, Mahape MBP, Airoli Mindspace etc.

55
Data collection tool
Primary Source: Primary data was collected directly from the customers through a
questionnaire.
● Structured non disguised questionnaire
● Structured disguised questionnaire.

Secondary Source: The secondary source was the company website and my
colleagues.
I have used Questionnaire, as the research instrument to conduct the market
survey. The questionnaire consisted closed endedquestions designed in such a
way that it should gather maximum information possible.
The questionnaire was a combination of 15 questions. 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 and one has tick mark
the right choice accordingly.
Data was collected through two sources:

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 data
Collected from secondary sources is also used to analyse on one parameter.
Qualitative analysis was done on the data collected from the primary as well as
secondary

56
Sources.

DATA ANALYSIS AND

INTERPRETATION

57
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

Sales

20%
23%

20-25
25-30
30-35
Above 35

27%

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.

58
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

17%
26%
Students
Business man
Private employees
Govt. employees

27%

30%

INTERPRETATION:
● 16.66% of the respondents are Students.
● 26.66% of the respondents are Businessmen.
● 30% of the respondents are from Private employees.

59
 ● 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

Sales

Yes
No

100%

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

60
61
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

Sales
7%

yes
No

93%

INTERPRETATION:
● 93.33% of respondents are aware about Reliance JIO.
● 6.66% of respondents are not aware about Reliance JIO

62
TABLE 3:
3.which operator’s service do you use?
1.Airtel
2.Reliance JIO
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

27% 30% Airtel

Reliance JIO
Idea
Vodafone

20%
23%

INTERPRETATION
● 30% of respondents are Airtel users
● 23.33% of respondents are Reliance JIO users.
● 20% of respondents are Idea users.

63
 ● 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)AboveRs500

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

Sales
10%

Rs100-Rs200
33%
Rs200-Rs300
Rs300-Rs400
27%
Above 500

30%

INTERPRETATION
:
● 35.71% of respondents are monthly expenditure on mobile.
● 32.14% of respondents are monthly expenditure on mobile.

64
 ● 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

Sources % of respondents No. of respondents

News paper 32.14% 90

Advertisement 21.42% 60

Mouth publicity 28.57% 80

Hoarding 17.85% 50

Sales

18%
32% News paper
Advertisement
Mouth publicity
Hoarding
29%

21%

INTERPRETATION
:

65
 ● 32.14% of respondents are known by Newspaper.
● 21.42% of respondents are known by Advertisement.
● 28.57% of respondents are Mouth publicity.
● 17.85% of respondents are Hoardings.
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

Sales

15%
Less than one month
2-3 months
4-5 months
46%
Non users

38%

66
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
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%
21%
14% Connectivity
Scheme
Advertisement

57%

67
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.
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

68
 Sales
7%
Data services
14%
Call rate
Network coverage
50% Value added services

29%

INTERPRETATION:
● 50% of respondents are in favor of Data services.
● 28.57% of respondents are in favor of Call rates.
● 14.28% of respondents are in favor of Network coverage.
● 7.14% of respondents are in favor of Value added services.
TABLE 9:

9) Why did you choose this service provider

a). Unlimited calling services
b). Unlimited Data services
c).Unlimited sums services
d). All services

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

69
 All services 42.85% 30

Sales
14%
Unlimited calling services
Unlimited Data services
43% Unlimited sms services
All services
36%

7%

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 UnlimitedSmsservices.
● 42.85% of respondents are chosen to All services.

TABLE 10:
10.Do you call at customer care?
a) Yes
b) No

Respondents % Of respondents No. of respondents

Yes 100% 70

No 0% 0

If Yes, how often you call at customer care?

70
1.Daily
2.Once in week
3.Once in month
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

Sales
7%
Daily
14% 29%
Once in week
Once in month
Rarely

50%

INTERPRETATION:

71
● 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.

72
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 services 21.42% 15

Schemes 57.14% 40

Complaints 7.14% 5

Queries 14.28% 10

Sales
14%
21% Value added services
7% Schemes
Complaints
Queries

57%

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.

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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

Sales

29%
yes
no

71%

INTERPRETATION:
● 71.42% of respondents are satisfied.

74
 ● 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
d)Others

Improvement % of respondents No. of respondents

Improve in Network 9% 10
coverage

Remove calling 8% 7
congestion

Upgrade in Android 2% 3
version

Others 1% 2

Sales
5%
10% Improve in Network
coverage
Remove calling congestion
45% Upgrade in adroid version
Others
40%

INTERPRETATION:
● 9% of respondents are dissatisfied with poor network coverage.

75
● 8% of respondents are dissatisfied with call drop.
● 2% of respondents are dissatisfied with old version.
● 1% of respondents aredissatisfiedothers.
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

Sales
0.85

yes
No

14.28

76
 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

Network ✔
coverage

Data service ✔

Calling service ✔

Value added ✔
services

Customer care ✔

New schemes ✔
and offers

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78
FINDINGS

79
 FINDINGS
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 Navi Mumbai. LYFhandsets 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 in Navi Mumbai.

4.Customers are satisfied the 4G unlimited services as comparison to others

services.

5.Reliance JIO is the market leader in Navi Mumbaiareas, all the customers are
preferred its products & services.

6.Reliance JIO is enhanced the potential market share in Navi Mumbai.

7.Highly competition among another mobiles Samsung, Redmi, HTC. But LYF
handsets are more preferred by the customers.

8.Wide network coverage is available in Navi Mumbai areas.

9.LYF handsets are highly selling products in Navi Mumbai markets. Because
unlimited 4G schemes are considered by customers.

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LIMITATIONS

81
 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 lack 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 respondent’s response.

5. Stipulated short span of time for survey.

82
CONCLUSION

83
 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 our 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 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 satisfied. 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.

84
SUGGESTIONS

85
 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 area. It should be highlighted punch line”
LYF DEKHO LYF JAISI”.

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&honouron several occasions for our retailers would help a lot.

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

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

86
BIBLIOGRAPHY

87
 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:
● MukeshAmbani's son AkashAmbani joins Reliance Industries;
begins at telecom arm Reliance Jio, The Economic Times
● Reliance JioInfocomm 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:
● www.JIO.com

● www.google.com

● www.wikipedia.com

88
QUESTIONNAIRE

89
 QUESTIONNAIRE

NAME:
AGE:
SEX:
OCCUPATION:
MOBILE NO:
ADDRESS:
Questionnaire
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?

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)AboveRs500

90
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?

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

91
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
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

92
 15.Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very Fairly Average Poor

good good

Network
coverage

Data service

Calling service

Value added
services

Customer care

New schemes
and offers

93