Professional Documents
Culture Documents
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 Old Delhi 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.
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
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 teledensity 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
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.
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,
(iii) additional fee for allocation of spectrum.
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:
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.
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, 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
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.
Establishment of TRAI
a. To recommend the need and timing for introduction of new service provider
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,
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.
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.
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.
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.
COMPANY PROFILE
RELIANCE JIO
Jio Apps
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 Navi Mumbai.
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 fibre connectivity, setup its internet point of presence, offer internet
transit and peering services as well as data and voice roaming services in
Singapore.
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 fibre optic network.
jio, meanwhile, faces its share of challenges in terms of return on investment and
capturing market share. The company, according to industry analysts, is expected to
spend $8-9 billion for the 4G roll-out. The company will battle for subscribers with
leading telcos such as Bharti Airtel Ltd, Vodafone India Pvt Ltd and Idea Cellular
Ltd.
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.
"Digital India as company has seen empowers them to fulfil their aspirations.Reliance
JIO 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,"
HISTORY
In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband
Services Limited (IBSL) for Rs 4,800cr. Although unlisted, IBBL was the only firm to
win broadband spectrum in all 22 zones in India in the 4G auction that took place
earlier that year.Later continuing as RIL's telecom subsidiary, Infotel Broadband
Services Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in January
2013.
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)
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 commercial y 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 licence to Jio by the
Government of India. The PIL also alleged that Jio was allowed to provide voice
telephony along with its 4G data service, by paying an additional fees of just
165.8 crore (US$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, kickstarted 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
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) licence,
Jio will also serve as a TV channel distributor and will offer television-on-demand on
its network.
Pan-India Spectrum
Jio owns spectrum in 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 smal 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
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 smartphone series 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
Technical Specifications
MODEL FLAME 1
Technical specifications
LYF WIND 1
MODEL
Qualcomm®SnapdragonTM 410
CHIPSET
MSM8916
34
BATTERY Capacity: 2300 mAh, Lithium - Ion
Polymer Talktime: Up to 6 hours (4G)
35
WIND 5
Technical specifications
MODEL WIND 5
Technical specifications
MODEL WATER 1
36
BATTERY Capacity: 2600 mAH, Lithium- ion
polymer Talktime: Up to 10 hours
(4G)
37
WATER 2
Technical specifications
MODEL WATER 2
Expandable memory: 32 GB
Technical specifications
MODEL WATER 7
GENERAL
FEATURES Operating System: Android Lollipop 5.1
SIM Slot: Dual SIM (4G+2G),Sensors:Gravity
or Finger print sensor
38
BATTERY Capacity: 3000 mAh, Lithium- ion
polymer Talktime: Up to 14 hours
(4G)
39
EARTH 2
Technical specifications
MODEL EARTH 2
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, 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
On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's
brand ambassador.
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.
At the moment, many companies have established projects for 4G systems developmet.
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.
.
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 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 areas.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 overal 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’s expectation. Companies couldnot 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.
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
The competitive intensity in the telecom industry in India is one of the highest in
the world and has lead to sustained fall in realisation 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 characterised by higher
concentration of lowincome, 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 in semi-rural and rural areas could be one of the
major hindrances in tapping the huge rural potential market, going forwardFurther, 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.
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’. The
auction of new 4G licences 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.
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
factor 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.
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 STUDY
This study covers customers about Reliance JIO in the areas of Delhi .
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 Delhi .
OBJECTIVE OF THE STUDY
2. To find the market potential and market penetration of Reliance JIO products &
services offerings in Delhi.
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 their suitability must be seen with respect to a specific problem two general
types of researches are exploratory and conclusive.
1. Conclusive Research:
Flexible Design
Sample Size
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:
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.
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.
TABLE 1
20-25 20% 20
25-30 26.66% 26
30-35 30% 30
Above 35 23.33% 24
Sales
20%
23.33%
20-25
25-30
30-35
26.66% Above 35
30%
INTERPRETATION:
Students 16.66% 17
Sales
16.66%
26%
Students
Business man
Private employees
26.66%
Govt. employees
30%
INTERPRETATION:
No 0% 0
Sales
0%
Yes No
100%
INTERPRETATION:
Yes 93.33% 93
No 6.66% 7
Sales
6.66%
yes
No
93.33%
INTERPRETATION:
Airtel 30% 30
Idea 20% 20
Vodafone 26.66% 27
Sales
Vodafone
20%
23.33%
INTERPRETATION
Rs100-Rs200 35.71% 35
Rs200-Rs300 32.14% 32
Rs300-Rs400 28.57% 23
Sales
10.71%
Rs100-Rs200
35.71%
Rs200-Rs300
28.57%
Rs300-Rs400
Above 500
32.14%
INTERPRETATION:
Advertisement 21.42% 20
Hoarding 17.85% 22
Sales
17.85%
News paper
32.14%
Advertisement Mouth publicity Hoarding
28.57%
21.42%
INTERPRETATION:
c) 4-5 months
d) Non user
Non users 0% 0
Sales
0%
14.28%
35.71%
INTERPRETATION:
c) Advertisements
d)Goodwill
Connectivity 21.42% 25
Scheme 57.14% 50
Advertisement 14.28%% 20
Goodwill 7.14% 5
Sales
7.14%
21.42%
14.28% Connectivity
Scheme Advertisement
57.14%
INTERPRETATION:
8. Which service do you like most while using the Reliance jio services?
a)Data services
b) Call rate
c)Network coverage
Sales
7.14%
INTERPRETATION:
Sales
14.28%
35.71%
7.14%
INTERPRETATION:
14.28% of respondents are chosen to Unlimited calling services.
35.71% of respondents are chosen to Unlimited Data services..
No 0% 0
Daily 28.57% 30
Rarely 7.14% 5
Sales
7.14%
14.28%
Daily
28.57%
Once in week
Once in month
Rarely
50%
INTERPRETATION:
Schemes 57.14% 50
Complaints 7.14% 15
Queries 14.28% 10
Sales
14.28%
57.14%
INTERPRETATION:
Yes 71.42% 70
No 28.57% 30
Sales
28.57% yes
no
71.42%
INTERPRETATION:
71.42% of respondents are satisfied.
Improve in Network 9% 30
coverage
Remove calling 8% 27
congestion
Upgrade in Android 2% 23
version
Others 1% 20
Sales
1%
Improve in Network
coverage
2%
Remove calling
congestion
9%
Upgrade in adroid version
8%
Others
INTERPRETATION:
9% of srespondents are dissatisfied with poor network coverage.
85.14%
Yes 80
No 14.28% 20
Sales
85.14%
yes No
14.28
INTERPRETATION:
TABLE 15:
15. Rate the following Reliance JIO services on basis of your satisfaction?
Network
coverage
Data service
Calling service
Value added
services
Customer care
New schemes
and offers
FINDINGS
FINDINGS
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.
5.Reliance JIO is the market leader in Muradnagar areas,all the customers are preferred its
products & services.
7.Highly competition among other mobiles Samsung,Redmi,HTC. But LYF handsets are more
preferred by the customers.
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.
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 out 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 stisfied. Also good number of customers who are willing to switch from
their respective subscribers showed interest in Reliance JIO.Reliance JIO is capturing the wide
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
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.
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 & honour 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
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
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 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: - -----------------------------------
ADDRESS : ------------------------------------
Questionnaire
1. Do you have a mobile
phone? a)yes
b)No
c) 4-5 months
d) Non users
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
Network
coverage
Data service
Calling service
Value added
services
Customer care
New schemes
and offers