A PROJECT REPORT

ON
CUSTOER SATISFACTION TOWARDS RELIANCE JIO
Submitted in partial fulfillment of the requirement for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

TO
LLOYD INSTITUTE OF MANAGEMENT & TECHNOLOGY
PLOT NO. 11, KNOWLEDGE PARK-2, GREATER NOIDA-201306(U.P.)
GREATER NOIDA

SUMITTED BY: UNDER GUIDENCE:

MR. ADARSH RANJAN DR. KIRTI GULATI
MBA Batch (2018-20)
 PREFACE

Master of Business Administration (M.B.A.) is one of the most reputed

professional courses in the field of management. This course includes both theory
and its applications as per contents of its curriculum. Summer Training project
report is an integral part of Master of Business Administration programmed of
LIMT, Greater Noida. It gives exposure to our practical knowledge and also to
get interact with the various aspects of present market conditions. Each student is
required to undergo practical training, after the completion of second semester
examination.

The Training project programmers are designed to give the managers the
future of the corporate happenings and work culture. The real life situation is
really different from the stimulated exercise enacted in an artificial environment
inside. The Training project programmers are designed, so that the managers or
tomorrow do not feel when the time comes to take responsibilities.
The Training project report presented here is a result of my hard work. This
project helps me to learn about of working in Telecom Sector.
 ACKNOWLEDGEMENT

while conducting this report, I got support in many ways from many people.
First, I am deeply grateful to my project guide, Mr. Shekhar Chauhan ( Jio
Centre Manager) Reliance Jio Infocomm Ltd., Muradnagar, GHAZIABAD
who helped me with full devotion and always supported me earnestly whenever it
was needed. Without his guidance, mental & moral support and academic inputs
this report was not possible.
This Training report could never have seen the light of the day without his co-
operation of those Clients who participated in this. I am thankful to all of them for
giving me their valuable time.

My friends have been biggest support for me at every juncture of life. They
manifested their great interest in my research work also and always tried to make
things easy for me.

A word of gratitude goes to my family members whose love; affection and

understanding have enabled me to complete this endeavor with ease.
At the end, I thank to Almighty for giving me courage and strength to conduct this
project report.
TABLE OF CONTENTS

S. No. Description
A Student Declaration
B Acknowledgement
C Preface
D Executive Summary
1. Introduction of the topic
2. Industry profile
3. Company profile
4. Literature review
5. Introduction to the problem
6. Scope of the study
7. Objective of the study
9. Research methodology
10. Data analysis and Data presentation
11. Findings
12. Limitation
13. Conclusion
14. Suggestions
15. Bibliography
16. Annexure
 EXECUTIVE SUMMARY

This Summer Training 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 Reliance JIO “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 Muradnagar city.
RJIL (Reliance Jio Infocomm 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.
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
 INTRODUCTION OF THE TOPIC

After the globalization of India economy in 1991 the telecommunication sector

remained one of the most happening sectors in India. The recent years 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 lakh. 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 tenedensity 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
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.
INDUSTRY PROFILE
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,
according to Cellular Operators Association of India (COAI).
According to 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 a number of 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.
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 ones mobile phone. It
automatically solves the problem of eavesdropping on ones 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 omnitracs 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
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 provides 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.
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
up 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 also to fulfill 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
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 taking into account
the convergence of IT, media, telecom and consumer electronics
  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 also
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.
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 Bharti Airtel 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) 10 solutions.
"India is one of the fastest growing markets in terms of Smartphone and
mobile data adoption,” said according to Sunil Lalvani, Managing Director
(MD), and 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
 According to Craig Wigginton, vice chairman and U.S. Telecommunications
leader, Deloitte & Touche 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 high-speed.
 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

COMPANY PROFILE
COMPANY PROFILE

RELIANCE JIO

Jio’s headquarters in RCP, Navi Mumbai

Formerly  Infotel Broadband

called Services Limited
(2009 - 2013)
  Reliance Jio
Infocomm Limited
(2013 - 2015)

Type Subsidiary
Industry Telecommunications
Headquarter Navi Mumbai,
s Maharashtra, India

Key people Sanjay Mashruwalla

(Managing Director)
Jyotindra Thacker (Head
of IT)
Akash Ambani(Chief of
Strategy)
Mobile telephony,
Products broadband, Wifi,Router
and 4G Data services

Jio Apps

MyJio, JioChat, JioPlay,

JioBeats, JioMoney,
JioDrive, JioOnDemand,
JioSecurity, JioJoin,
JioMags, JioXpressNews,
Jionet WiFi

Parent Reliance Industries

Subsidiaries LYF
www.jio.com
Website
Jio also known as Reliance Jio and 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 Navy 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 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 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 tacos, 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.
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, a host of mobile phone applications and delivery of television content
over its fiber 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 tacos such as Bharti Airtel Ltd, Vodafone India Pvt Ltd
and Idea Cellular Ltd.
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

 The services were beta launched to Jio’s partners and employees on 27

December 2015 on the eve of 83rd birth anniversary of late Dhirubhai

Ambani, founder of Reliance Industries.

Mr. Akash Ambani is being launched in business as a chief of strategy in Reliance

JIO, involved in day to day operations in business or Ms. Isha Ambani is involved
in branding and marketing. And the key people are Sanjay Mashruwalla
(Managing Director),Jyotindra Tacker (Head of IT).
Reliance Industries Chairman Mukesh Ambani committed an investment of Rs.
2,50,000 cores 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 JIO has invested over Rs. 2, 50,000 cores 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,"
HISTORY
In June 2010, Reliance Industries (RIL) bought a 96% stake in Infidel 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, Infidel
Broadband Services Limited was renamed as Reliance Jio Infocomm Limited
(RJIL) in January 2013.
Acquisition & Subsidiaries:
 Acquired Infidel 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 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)
 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)
 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 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.
 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.
 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.
 Once commercially launched, Jio users can have access to Reliance
Communications’ 2G & 3G network.
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 Prashant Bhushan, 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 core (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. As a result, 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 Ranbir Kapoor and Javed Jaffrey, and filmmaker Rajkumar
Hirani.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.
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.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 250,000 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 also owns pan-India licensed
2,300 MHz 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 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 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
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 named LYF.
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 been released so far, namely Water series, Earth series,
and Flame series.
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: 4
Inch

PERFORMANCE Chipset: Quad-Core 1.5GHz

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

Capacity: 1700 mAh, Lithium Ion Battery

BATTERY
Talktime: Up to 4.5 hours (4G)

STORAGE CAPACITYInternal Memory: 4 GB

Expandable Memory: Up to 32 GB

Rear Camera : 5MP Auto Focus

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

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

BATTERY Capacity: 2000 mAh, Lithium-ion

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

Technical specifications

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

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 410 MSM8916

Graphics (GPU): Adreno 306 @ 450 MHz
RAM: 1 GB, Screen Size 5 Inch, Screen Resolution: HD,
720x1280 pixel

BATTERY Capacity: 2300 mAh, Lithium - Ion Polymer

Talktime: Up to 6 hours (4G)

STORAGE CAPACITY Internal Memory: 8 GB, 16 GB

Expandable: Up to 64 GB

CAMERA Rear Camera: 8 MP Auto Focus

Front Camera: 5 MP, Flash: Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE
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
Talktime : Up to 6.5 hours (4G)
STORAGE CAPACITY Internal memory: 8 GB
Expandable Memory:Up to 32 Gab
CAMERA Rear Camera: 8 MP Auto Focus
Front Camera: 5MP, Flash: Rear Flash
CONNECTIVITY 3G: Yes
4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (HD Voice Call&
video call)
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,Screen resolution : Full HD, 1080x 1920

BATTERY Capacity: 2600 mAH, Lithium-ion polymer

Talktime: Up to 10 hours (4G)

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 Rear

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
WATER 2

Technical specifications

MODEL WATER 2
CHIPSET Qualcomm® Snapdragon 615 MSM8939
GENERAL FEATURES Operating System: Android Lollipop 5.0.2
SIM Slot: SIM 1(4G), SIM 2(2G, Voice calls)

Screen size: 5 Inch, Screen Resolution: HD, 1280

x 720

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615

MSM8939
Graphics (GPU): Adreno 405 @ 550 MHz
RAM: 2GB, Processor (CPU): Octa-Core 1.5GHz

BATTERY Capacity: 2400 mAh, Lithium-ion polymer

Talktime: Up to 8 hours (4G)

STORAGE CAPACITY Internal memory: 16 GB

Expandable memory: 32 GB

CAMERA Rear Camera: 13 MP Auto Focus

Front Camera: 5MP Fixed Focus, Flash: Yes - Rear

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
WATER 7

Technical specifications

MODEL WATER 7CHIPSET Qualcomm®

Snapdragon 615 MSM8939GENERAL 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

Talktime: Up to 14 hours (4G)

STORAGE CAPACITY Internal memory: 16 GB

Expandable memory: Upto 128 GB

CAMERA Rear Camera : 13 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)
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

BATTERY Capacity: 3500 mAh, Lithium-ion polymer

Talktime: Up to 14 hours (4G)

STORAGE CAPACITY Internal memory: 32 GB

Expandable memory: Upto 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
 Jio net Wife
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
Ahmadabad and Seurat in Gujarat, Indore, Jabalpur, Dews and Ujjain in Madhya
Pradesh, select locations of Mumbai in Maharashtra, Kolkata in West Bengal,
Luck now in Uttar Pradesh, Bhubaneswar in Odessa, Missouri in Uttarakhand,
Collectorate's Office in Meerut, and at MG Road in Vijayawada among 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-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 Jio SIM 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
 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 WIFI ROUTER

JIO PREVIEW OFFER FOR HP LAPTOPS:

 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

smarthphones (Samsung, Micromax, Karbon, Lava, HTC, and 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)

Branding and Marketing

On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's
brand ambassador.
LITERATURE REVIEW
LITERATURE REVIEW
Abhishek Kumar Singh and Malhar Pangrikar (2013) did a study titled “A Study
Report, to Find out Market Potential for 4G Businesses in Pune”. The Report is all
about “Study of market potential for 4G business in pune” and also to know about
the customer perceptions and attitudes towards their current service provider.
Satisfaction level of the customers was also judged. The customer expectations
were analyzed thoroughly. Major factors considered in research are: what are the
needs of the companies based on the data services usage, major player in internet
services, and support to customers. The research was conducted on companies
mainly from Industries like IT, Education, Manufacturing and others which are
located in Pune city. It is clear from the survey done that Reliance & Tata are
Leading Internet service Provider; they are providing products like Data Card,
Broadband etc to the corporate end users. Most of the companies are getting
internet speed form 1MBPS-4MBPS. Most of the companies are having good
perception about 4 G and are willing to switch to it from their current service
provider. Speed of 4G is around than 30 to 35 MBPS, is going to boom the Market.
Because majority of the companies are facing Speed problem with their current
ISP.
4G spectrum is a research item for next-generation wide-area cellular radio, which
focuses on 4G technologies, 4G networks and 4G systems. 4G technologies shall
include three basic areas of connectivity which are personal area networking (such
as Bluetooth), local high-speed access points on the network such as wireless
technologies and cellular connectivity.
At the moment, many companies have established projects for 4G systems
development.
4G can provide services for a wide range of speed facility that support global
roaming and each company will be able to interact with internet-based information
and available in every part of country.
In this literature review. The consumer perceptions about 4G services in Pune. The
objectives of the study was (1) to find the most influencing factor in selection of
service provider, and (2) to measure customer perception and satisfaction as
regards 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 has 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 also 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 the every area. In future, 4G services over
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 its users. The companies that
expand beyond services and develop a content distribution platform will win
customers’ expectation. Companies could not 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 are 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. In order 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
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 and in order to 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.
INTRODUCTION TO THE PROBLEM
INTRODUCTION TO THE PROBLEM
Even though the sector has reflected promising growth, the teledensity in India still
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 as a result 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)
The competitive intensity in the telecom industry in India is one of the highest in
the world and has lead 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 have to 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 also 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
A rural teledensity of merely 15% point towards the fact that a majority of 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 teledensity, 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 fuelled
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 cape on deployment of mobile networks for
the operators as they need more cell sites to improve service quality. Further the
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
wire line 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 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
While the implementation of mobile number portability is likely to aid
improvements in quality of service, it is also likely to increase the churn out ratio
significantly. The service providers are likely to turn to the VAS as a service
differentiator; however, widespread VAS deployment is restricted due to language
and illiteracy.
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
SCOPE OF STUDY
This study covers customers about Reliance JIO in the areas of Muradnagar.
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 are 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.
In short it is the level of satisfaction that is link between end-user and company. As
long as the company is able to 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 Muradnagar.
OBJECTIVE OF THE STUDY
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 Muradnagar.
RESEARCH METHODOLOGY
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.
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 to specifying 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 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 Muradnagar areas-Railway road,
Kasbah road,Rawli road,Sarna road,Sainthali,Duhai 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 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:
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.
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 particular
parameter.
Qualitative analysis was done on the data collected from the primary as well as
secondary
Sources.
DATA ANALYSIS AND INTERPRETATION
TABLE 1
 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

23% 20%
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.
TABLE 2

 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.
 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.
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
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.
 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) Above Rs500

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
27% Rs300-Rs400
Above 500

30%

INTERPRETATI
ON:
 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.
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%
News paper
32%
Advertisement
Mouth publicity
Hoarding
29%

21%

INTERPRETATI
ON:
 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.
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
46% 4-5 months
Non users
38%

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 join 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% Connectivity
14% Scheme
Advertisement

57%

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

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 sms services
D).All services

Choose the service % of respondents No. of respondents

Unlimited calling services 14.28% 10

Unlimited Data services 35.71% 25

Unlimited sms services 7.14% 5

All services 42.85% 30

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

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 Unlimited Sms services...
 42.85% of respondents are chosen to all services.
 TABLE 10:
10. Do you call at customer care?
A) Yes
b) No

Respondents % Of No. of
respondents respondents

Yes 100% 70

No 0% 0

If yes, how often you call at customer care?

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%

14% 29% Daily

Once in week
Once in month
Rarely

50%

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.
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% Value added
21% 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.
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.
  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% Improve in Network
10% coverage
Remove calling
congestion
45% Upgrade in adroid
version
40% Others

INTERPRETATION:
 9% of respondents are dissatisfied with poor network coverage.
 8% of respondents are dissatisfied with call drop.
 2% of respondents are dissatisfied with old version.
 1% of respondents are dissatisfied others.
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

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
FINDINGS
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 Muradnagar.LYF handsets 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 the area of Muradnagar.

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

services.
5. Reliance JIO is the market leader in Muradnagar areas, all the customers are
preferred its products & services.
6. Reliance JIO is enhanced the potential market share in Muradnagar.
7. Highly competition among other mobiles Samsung, Redmi, HTC. But LYF
handsets are more preferred by the customers.
8. Wide network coverage is available in Muradnagar areas.
9. LYF handsets are highly selling products in Muradnagar 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
LIMITATIONS
 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 the
lacking 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 respondents response.
5. Stipulated short span of time for survey.
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.
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 areas. 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
& honor on several occasion for our retailers would help a lot.
9.The customer care people and also employees in Reliance JIO should try to
convey brand Reliance JIO while talking to people.
10.Enhance the market penetration & shares in every market and give the high
competition to others company.
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:
 Mukesh Ambani's son 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 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:
o www.JIO.com

o www.MYLYF.com

o www.google.com

o www.wikipedia.com
ANNEXURE
ANNEXURE
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)Above Rs500

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

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
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