ACKNOWLEDGEMENT

I have taken efforts in this project. However, it would not have been possible
without the kind support and help of many individuals and organizations. I
would like to extend my sincere thanks to all of them.

I am highly indebted to (Name of your Organization Guide) for their

guidance and constant supervision as well as for providing necessary
information regarding the project & also for their support in completing the
project.

I would like to express my gratitude towards my parents & member of

(Organization Name)for their kind co-operation and encouragement which
help me in completion of this project.

I would like to express my special gratitude and thanks to industry persons

for giving me such attention and time.

My thanks and appreciations also go to my colleague in developing the

project and people who have willingly helped me out with their abilities.
Table of Contents

Topics

1. Introduction

Objectives of the Project

Methodology

2. SWOT Analysis of Telecom Industry

3. Major Players in Telecom Industry

4. Reliance Jio Marketing Strategy And Mix

5. Data Analysis & Interpretation

6. Questionnaire

7. Findings

8. Conclusion

9. Bibliography
EXECUTIVE SUMMARY

The main area of the project is to study the Consumer Preference towards Telecom
Operators in India. The sources of data collection used in the study are both primary and
secondary in nature. The real aim of the project is to study the effectiveness and response
towards telecom Industry provided by major players.
In this project I have covered the Analysis of Telecom Industry of India. In this analysis I have
shown history and present scenario of the Telecom industry in India. I have complemented
this with the internal study of companies. I have shown history, growth, market share and
advertising strategies adopted by Airtel, Reliance communication, BSNL and Voda Idea
cellular.
The project is based on Consumer’s choices so I have first explained about Telecom
operator, its importance, managing decisions. I have analyzed the growth of telecom sector,
share of telecom sector, segment wise growth in telecom sector, share of key players in
market, new brands in telecom equipments and service and share of sales in telecom sector.
Primary data has been collected in which focus group study had been conducted
to design the customer survey questionnaire with a sample size 200 respondents. This survey
has been conducted in LUCKNOW. Secondary data was collected through websites,
newspapers, magazines and books.
INTRODUCTION
OBJECTIVE OF THE PROJECT
METHODOLOGY

OBJECTIVES OF THE PROJECT

→ To know the best service provider among other players

→ To obtain consumer satisfaction level

→ To ascertain the overall performance the Telecom Industry
 METHODOLOGY

RESEARCH DESIGN:
The research design is Descriptive studies. Descriptive studies are well structured,they tend
to be rigid and its approach cannot be changed every now and then.

Descriptive studies are undertaken in many circumstances:

When the researcher is interested in knowing the characteristics of certaingroups such as

age, profession.
When the researcher is interested in knowing the proportion of people ingiven population
who have behaved in a particular manner, making projection of certain things.

The objective of this kind of study is to answer the why, who, what, when and howof the
subject under consideration.

I have taken descriptive because my research includes the knowing the behavior of
customer towards Telecom Sector. I have analyzed how people of various age groups
respond to different Operator or their perception towards performance.
d to companies like Airtel, Reliance communications,BSNL and Idea cellular.

The most important aspect here was to obtain the ultimate services providerbased on the
different customers opinion because opinion matters at the lastand the ultimate way to
find such is obtain a good and flexible research methodology thus this not only helps in
finding the useful results but the mainobjective of this whole research work.
 TELECOM SUBSCRIBER BASE IN INDIA
Indian telecom regulator TRAI has released the latest statistics showing the number mobile
phone customers in March 2019.

India has 1,170.02 million mobile phone customers in March 2019 against 1,169.29 million
inFebruary 2019, registering a monthly growth rate of 0.06 percent.

The wireless subscription in urban areas increased 0.08 percent from 647.70 million to
648.24million. Mobile phone subscriptions in rural areas increased 0.03 percent from 521.59
million to 521.77 million during the month.

Vodafone Idea has 427.60 million mobile subscribers in October 2018 as compared with
341.65million for Airtel, 262.75 million for Reliance Jio and 113.41 million for BSNL.
include 22,935 connections reported by its Virtual NetworkOperator (VNO) customer.

Reliance Jio added 105, 00,227 customers, while BSNL added 386,926 subscribers in
October2108.

Airtel lost 18, 64,065 customers, while Vodafone Idea lost 73, 61,165 customers as part of
their strategy in removing in-active subscribers on their 2G and 3G networks across the
country. Airtel has 99.57 percent active mobile customers on its 2G, 3G and 4G networks in
India.

Vodafone has 94.47 percent active mobile phone customers. Idea Cellular has 92.52 percent
active customers on its mobile network.

Reliance jio has 82.26 percent active mobile phone customers on its all-India 4G network in
India.

BSNL has 56.52 percent active mobile phone subscribers on its 2G and 3G network in India
excluding Mumbai and Delhi.
 SWOT ANALYSIS OF INDIAN TELECOM
INDUSTRY

To summarize the SWOT analysis we can draw the following framework for telecom
industry:
MAJOR PLAYERS IN TELECOM INDUSTRY

TOP FOUR COMPANIES:

The Top four companies, on the basis of
‘Market Share’s on 15thAUGUST,2019 are:
RELIANCE JIO
Reliance Jio Infocom Limited, Jio, is an Indian mobile network
operator. Owned by Reliance Industries and headquartered
In Navi Mumbai, Maharashtra, it operates a national LTE network
with coverage across all 22 telecom circles. Jio does not
Offer 2G or 3Gservice, and instead uses voice over LTE to provide
voice service on its network.

Jio soft launched on 27 December 2015 (the eve of what would

have been the 83rd birthday of Reliance Industries
Founder Dhirubhai Ambani, with a beta for partners and
employees, and became publicly available on 5 September 2016.
As of 31 December 2018, it is the third largest mobile network
operator in India and the ninth largest mobile network operatorin the
world with over 280.117 million subscribers.
On 5 July 2018, fixed line broadband service named Gig fiber,was
launched by the Reliance Industries Limited's
Chairman Mukesh Ambani, during the company's Annual General
Meeting.
The company commercially launched its services on 5 September
2016. Within the first month, Jio announced it had acquired 16
million subscribers. This is the fastest ramp-up by any mobile
network operator anywhere in the world. Jio crossed 50 million
subscriber marks in 83 days since its launch, subsequently crossing
100 million subscribers on 22 February 2017.By October 2017 it
had about 130 million subscribers
The company launched its 4G broadband services throughout India
September 2016. It was slated to release in December 2015 after
some reports said that the company was waiting to receive final
permits from the government. Jio offers fourth-generation (4G)data
and voice services, along with peripheral services like instant
messaging and streaming movies and music.
The company has a network of more than 250,000 km of fiberoptic
cables in the country, over which it will be partnering withlocal 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.
Jio became India’s most favored mobile network with very cheap
plan and a brilliant market strategy that makes it one of the most
liked mobile network in the in the history of the telecomsector in
India and till date it is one of most efficient and great telecom
operator that India has ever witnessed. This is what makes it one of
the most liked Telecom Service Provider till datestill unbeatable..
BHARTI AIRTEL

Bharti Airtel Limited is a leading global telecommunications

company with operations in 16 countries across Asia and Africa.
Headquartered in New Delhi, India, the company ranks amongst
the top 3 mobile service providers globally in terms of subscribers.
In India, the company's product offerings include 2G,3G and 4G
wireless services, mobile commerce, fixed line services, high speed
home broadband, DTH, enterprise servicesincluding national &
international long distance services to carriers. In the rest of the
geographies, it offers 2G, 3G, 4G wireless services and mobile
commerce. Bhatia Airtel had over 413 million customers across its
operations at the end of March 2018.

Airtel is credited with pioneering the business strategy of

outsourcing all of its business operations except marketing, sales
and finance and building the 'minutes factory' model of low cost and
high volumes. The strategy has since been adopted by several
operators. Airtel's equipment is provided and maintained by
Ericsson, Huawei, and Nokia Networks[13] whereas IT supportis
provided by IBM.[14]The transmission towers are maintained by
subsidiaries and joint venture companies of Bharti
Including Bharti Infratel and Indus Towers in India.[15] Ericsson
Agreed for the first time to be paid by the minute for installation and
maintenance of their equipment rather than being paid up front,
which allowed Airtel to provide low call rates .Thus Airtel isthe one
the biggest telecom Operator present not only in India but also
worldwide.

The plans that are being provided to the customers are of real value
because what Airtel emphasis is on obtaining the majorityof the
consumer by giving them the best affordable possible services that
and Consumer requires.

The ultimate of an Operator the end of the is to make huge

consumer base and provide them with their best. The reason why
Airtel is one the biggest Operator is their earned Goodwill the plan
provided can be affordable by different segments of theusers
depending upon their spending capacity.

Airtel is the one of the largest mobile operator in the world in terms
of subscriber base and has a commercial presence in 19countries
and the Channel Islands.

Airtel Business[37] consists largely of six products: cloud and

managed services, digital signage, NLD/ILD connectivity (VSAT/
MPLS/ IPLC and Ethernet products), Wi-Fi dongles, voice solutions
(like toll free numbers, Tractate, and automated mediareading) and
conferencing solutions (VoIP, audio, video, and web conferencing)
serving Industry verticals like BFSI, IT/ITeS, manufacturing,
hospitality and government.
BSNL

Bharat Sanchar Nigam Limited (abbreviated BSNL) is an Indian

state-owned telecommunications company headquarteredin New
Delhi. It was incorporated on 15 September 2000 and assumed the
business of providing telecom services and network management
from the erstwhile Central Government Departments of Telecom
Services (DTS) and Telecom
Operations (DTO) as of 1 October 2000 on a going-concern basis. It
is the largest provider of fixed
Telephony and broadband services with 60% market share, andis
the fourth largest mobile telephony provider in India. BSNL is India's
oldest communication service provider and its history can be traced
back to the British era. During the British era, the first telegraph line,
was established between Calcutta and Diamond
.The British East India Company started using the telegraph in 1851
and till 1854 telegraph lines were laid across the country. In1854,the
telegraph service was opened to the public and the firsttelegram was
sent from Mumbai to Pune. In 1885,The Indian Telegraph Act was
passed by the British Imperial Legislative Counsel. After the
bifurcation of post and Telegraph department in 1980s, and with the
creation of Department of Telecom by 1990s, eventually led to the
emergence of the State owned
Telegraph and telephone comp in India until it shut downtelegraph
services completely in July 15, 2013.
 BSNL Mobile is a major provider of GSM cellular mobile services
under the brand name Cell one. BSNL provides a complete telecom
services solution to enterprise customers including MPLS, P2P and
Internet leased lines. It provides fixed line services and landline
using CDMA technology and its own extensive optical fiber network.
BSNL provides Internet access services through dial-up
connections as prepaid, Net One as Postpaid and Data One as
BSNL Broadband.
BSNL offers value-added services such as Free Phone Service
(FPH), India Telephone Card (Prepaid card), Account Card Calling
(ACC), Virtual Private Network (VPN), Tele-voting, Premium Rate
Service (PRM) and Universal Access Number (UAN). BSNL also
the Internet and Voice and Video Over Internet Protocol (VVoIP).In
2007, BSNL announced plans to provide 5 million broadband
connections and secured 80% of the INR 25 billion rural telephony
project of the Government of India. On 20 March 2009, BSNL
launched blackberry services across India. BSNL paid Rs. 101.87
billion for 3G spectrum in 2010. As of 2011, BSNL offered coverage
in over 800 cities across India. BSNL launched in 2012 a 3G
wireless pocket- sized router called Wink net Mf50. BSNL 3G
provides HSPA+ service with a top speed of 21.1 Mbit/s downlink
and 5.76 Mbit/s uplink.

Bharat Sanchar Nigam Limited, a Public Sector Enterprise, also

provides fiber plans for the home, which are generally known as
BSNL FTTH broadband service. This is the fastest broadband

Bharat Sanchar Nigam Limited, a Public Sector Enterprise, also

provides fiber plans for the home, which are
generally known asBSNL FTTH broadband service.
This is the fastest broadband service provided by
BSNL, offering speeds up to 100Mbit/s tohome-
based Internet users.

According to a Telecom Regulatory Authority of India Reportdated

19 February 2016, at the end of 2015, BSNL's 14.54% share of
the broadband market placed it 4th in market share.

VODAFONE IDEA LTD.

Vodafone Idea Limited is India's largest telecom operator with it’s
headquartering based in Mumbai, Maharashtra. Vodafone Idea is
a pan-India integrated GSM operator offering 2G, 3G and 4G
mobile services under two brands named Vodafone and Idea.
Vodafone Idea also provides services including Mobile payments,
Iota, advanced enterprise offerings and entertainment, accessible
via both digital channels as well as on-ground touch points, center
across the country. The company's vision is 'to create world class
digital experiences to connect and inspire every Indian to build a
better tomorrow'. As of December 2018, Vodafone Idea has
35.61% market share in India with 418.745 million subscribers,
making it the largest mobile telecommunications network in India
and second largest mobile telecommunications network in
the world. Vodafone Idea has a broadband network of 340,000sites,
distribution reach of 1.7 million retail outlets. On 31 August 2018,
Vodafone India merged with Idea Cellular, and was renamed as
Vodafone Idea Limited. However, the merged entity continues using
both the Idea and Vodafone brand. Currently, the Vodafone Group
holds a 45.1% stake in the combined entity, the Aditya Birla Group
holds 26% and the remaining shares will be held by the public.
Vodafone Idea Limited competes with other major mobile
operators including Airtel, BSNL, MTNL and Reliance Jio. Tata
DoCoMo – with whom Vodafone Idea Limited competed is now in
the process of merging their businesses with Airtel, .
Vodafone Idea Limited has gone far ahead of the rest of these
competitors with a Revenue Market Shareof over 32.2%
Reliance Jio Marketing Strategy & Mix
(4Ps)
Marketing Strategy of Reliance Jio analyses the brand with the
marketing mix framework which covers the 4Ps (Product, Price,
Place, and Promotion). There are several marketing strategies like
product innovation, pricing approach, promotion planning etc.
These business strategies, based on Reliance Jio marketing mix,
help the brand succeed.
Reliance Jio marketing strategy helps the brand/company to
position itself competitively in the market and achieve its business
goals & objectives.

Reliance Jio Product Strategy:

The product strategy and mix in Reliance Jio marketing strategy
can be explained as follows:
Reliance Jio is a leading telecom operator in India, which has
disrupted the Indian market with its services. Jio has rolled out a
number of products & services in its marketing mix for the benefit of
the Indian population including the roll out of Internet services to
promote Internet penetration within the country and promote the
digitization initiatives followed. JioPhone is one of the most popular
services rolled out by Jio, wherein the first affordable 4G phone has
been launched by Reliance which is powered by Kai Operating
System. Peripheral services like messaging and music are offered
by the 4G internet services that Jio offers along with the various
data and voice over services. Apart from this, Jio also produces the
LYF smart phones. Even though in the initial months of its launch
agreement with Intex, Jio was supposed to purchase the smart
phones manufactured by Intex, Jio decided on making its own
handsets compatible with the 4G VoLTE technology. Reliance Jio,
prior to its launch of 4G services within the country, also start
 providing free hotspots of Wi-Fi in a number of cities within the
country. This initiative was undertaken in an attempt to gauge the
interest in Internet penetration within the country, and develop a
culture wherein people are exposed to Internet usage. More so, Wi-
Fi was provided to spectators in cricket stadiums that had partnered
to host the ICC World Cricket Tournament matches. Jio has also
added fiber to home service in its product portfolio, which includes
TV, broadband & telephone. The company also raised an additional
$23 billion to further strengthen its position.

Reliance Jio Price/Pricing Strategy:

Below is the pricing strategy in Reliance Jio marketing strategy:
 At the outset, in an attempt to promote Internet usage within the
country and to make the availability of Internet to people from all
walks of life, Reliance Jio undertook the initiative of providing SIMs
free of cost to any individual against their Aadhar number and unique
mobile number identity.
It was estimated that Jio was successful in selling up to 14 lakh SIM cards to
individuals within the first few days of its launch. Following the stint of
rolling out services free of charge for the users, Jio has rolled out reasonable
pricing plans wherein consumers are charged reasonably for the data
consumption that they undertake. Voice calling however, is still free for its
users who mainly pay for the data usage. Reliance Jio Phones including the
LYF series were priced affordably with a security deposit of Rs 1500 that
could be withdrawn by the user after usage of the phone for three years. LYF
devices start at prices as low as Rs.2999 and JioFi is priced at ranges as low
as Rs1999.
 Reliance Jio Place & Distribution
Strategy:
Reliance Jio has a strong presence in the Indian subcontinent
because of the extremely well developed infrastructure that the firm
offers. The network is available across all the twenty two telecom
sectors in the country which include regions all across India. All
states and major cities are covered. It has a reach in about 18000 cities
and across more than two lakh villages within the country.
 Reliance Jio Promotion &
Advertising Strategy:
The promotional and advertising strategy in the Reliance Jio marketing
strategy is as follows:
Jio has partnered with a number of organizations and agencies like The BT
group, Millicom, Orange S.A. In September 2016, it even signed a pact with
BSNL for intra-circle roaming services to be offered in partnership with one
another. Jio has also signed up for a partnership with Samsung for rolling
out LTE Advanced Pro and 5G in the country. Reliance Jio was responsible
for launching the much talked about Augmented Reality game called
Pokémon Go, which excited the youth and revolutionized the way games
were thought as. Jio promotes itself extensively through campaigns on
Television, Social Media, print Media, outdoor media publishing activities
and so on. The brand ambassadors for the brand promotion are the most
iconic stars of the Bollywood film fraternity: Shahrukh Khan and Amitabh
Bachchan. The company has used digital marketing as a strong push to
promote its brand. The brand engages with its users across different social
media platforms.
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick more
than one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
 8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

 14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?

YES □NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?

□ YES □NO
19:Are You Satisfied with your Telecom Operator?

□ YES □NO

20:Would you Like to recommend something about the Operator you

Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
 8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

 14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?

YES □NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?

YES □NO
19:Are You Satisfied with your Telecom Operator?

□ YES □ NO

20:Would you Like to recommend something about the Operator you

Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
 8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

 14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?

□ YES □NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?

□ YES □NO
19:Are You Satisfied with your Telecom Operator?

□ YES □NO
20:Would you Like to recommend something about the Operator you
Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing
broadband without using cable network?

□ YES □NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?

□ YES □NO
19:Are You Satisfied with your Telecom Operator?

□ YES □NO

20:Would you Like to recommend something about the Operator

you Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?

□ YES □NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?
□ YES □NO
19:Are You Satisfied with your Telecom Operator?
YES □NO

20:Would you Like to recommend something about the Operator

you Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

 14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?

□ YES □ NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?

□ YES □ NO
19:Are You Satisfied with your Telecom Operator?

□ YES □ NO

20:Would you Like to recommend something about the Operator you

Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

 14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?

□ YES □NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?
YES NO
19:Are You Satisfied with your Telecom Operator?

□ YES □NO

20:Would you Like to recommend something about the Operator you

Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

 14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?

□ YES □ NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?

□ YES □ NO
19:Are You Satisfied with your Telecom Operator?

□ YES □ NO
20:Would you Like to recommend something about the Operator you
Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
 8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

 14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?

□ YES □ NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?

□ YES □ NO
19:Are You Satisfied with your Telecom Operator?

□ YES □ NO

20:Would you Like to recommend something about the Operator you

Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

 14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?
□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?

□ YES □ NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?

□ YES□ NO
19:Are You Satisfied with your Telecom Operator?

□ YES□ NO
20:Would you Like to recommend something about the Operator you
Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

 14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?
YES □ NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?

□ YES □ N
19:Are You Satisfied with your Telecom Operator?

□ YES □ NO

20:Would you Like to recommend something about the Operator you

Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

 14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?

□ YES □ NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?

□ YES □ NO
19:Are You Satisfied with your Telecom Operator?

□ YES □ NO
20:Would you Like to recommend something about the Operator you
Use?
 Questionnaire

1. Respondent Name : ……………………..

2. Respondent Age: □ 10-20 □ 21-40 □ More than 40

3. Marital Status □ Single □Married

4. What is the working Status Of the Respondent?

□ Student □ Private worker □ Public worker □ Businessman

5. Educational Qualification

□ Graduate □ Post Graduate □ Professional □ Others

6. Presently you are availing services from which operator (Tick

morethan one, if applicable):

□ Airtel □ BSNL □ JIO □ Voda Idea

7. Time you spend with your current connection (Approx)?

□ 0-6 Months □ 6-12 Months □ 1-3 Year □ More than 3

years
8. Who influences most, the decision to purchase a
telecommunication service in your family?

Self Spouse Parents Children

9:What advertising media has influenced you in choosing a telecom

operator?

□ Radio □ Television □ Print Media □ Road side Ads

10:How much you invest monthly on your phone?

□ Upto 500 □ 501-1000 □ 1001-1500 □ More than 1500

11:Do you prefer online payment through your mobile

□ YES □ NO

12:What do you think about the competition in the market?

□ No Choice□ Enough Choice □ Some Choice □ Can’t Say

13:Given a choice with same number which service provider will you
select?

□ Airtel □ BSNL □ JIO □ Voda Idea

 14:How long do you have to wait in customer care?

□ Upto 1 Min □ Upto 2 Min □ Upto 3 Min □ More than 3 Min

15:What kind of expectations do you have with your service

provider?

□ Price □ Voice Clarity □ Network □ Good Service

16:What is your purchase intent for news alerts on mobile phone?

□ News □ Sports □ Astrology □ Entertainment

17:Are you aware of the role of the telecom services in providing

broadband without using cable network?

□ YES □ NO
18:ARE YOU AWARE OF 5G TECHNOLOGY?

□ YES □ NO

19:Are You Satisfied with your Telecom Operator?

□ YES □ NO
20:Would you Like to recommend something about the Operator you
Use?
 Data Analysis & Interpretation

1: Total samples (Age group)

Age Group
AGE GROUP RESPONDANTS
10-20 45
25
45 20-40 30
More than 40 25
30

According to the above bar diagram, among 100 respondents, These

respondent have informed their choosing factor for purchasing
mobile connection. Form their responses I will be able to
understand the various aspects of my research topic by their age
groups.

2: Total samples (Gender Wise)

70
60
50
40
30
20
10
0
Male Female

MALE 60
FEMALE 40
3:Total samples according to working status

Among 100 respondents, 32 are

students, 24 are private
serviceholders,8 are public
service holders,8 are housewife
and 8 businessman.

4:Total samples according to educational status

Others

Post Graduate

Graduate

Under Graduate

0 5 10 15 20 25 30 35 40 45

EDUCATIONAL QUALIFICATION
UNDER GRADUATE 32
GRADUATE 40
POST GRADUATE 8
OTHERS 0
6:Purchase influence factors of subscriber

40

35 Self 10
30 Spouse 13
25 Parents 24
20 Children 13
15 Friends 40

10

0
Self Spouse Parents Childre Friends

9:Chart showing market competition state according to

customers

35

30

25

20

15

10

0
No Choice Some Choice Enough Choice Can't Say
 FINDINGS

Below are some of major findings, I came across during my survey.

‘While conducting the survey, I found out that 85% respondents are satisfied
with Reliance JIO services and 15 %of respondents are not satisfied. The
reason being they are still facing problems of call drops and low network,
some of them did say that after April 1*' they might consider using it

Reliance JIO has successfully captured its market in Kadi areas well.
Most of the users are using dual sim phones and hence they are using it as a
secondary service as they do not want to change their old numbers
Customers are satisfied the 4G unlimited services as comparison to others
services, Reliance JIO is expected to grow bigger thereby taking over Bharti
Airtel which currently has a 33.1% of market share whereas the latter is
looking to gain over 50%Reliance JIO Wifi router which is highly
appreciated by the users

The competition among other mobiles Samsung, Redmi, Apple are high.
LYF handsets are used as a secondary phone by some users.
 CONCLUSION
Reliance JO has become a very successful brand in India &
providing customer satisfaction is one of their primary motives. It
provides unlimited fee calling and data services & SMS on the
move as people are more dependent on it in their dally ves ke 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 JO possesses congestion free & wide network coverage,

attractive 4G schemes & customer services as well as lifetime
roaming five 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 J1O is currently
the most emerging brand in India and will be successful in overseas
market in
Upcoming years. It possesses congestion face & wide network,
attractive 4G schemes & customer services to cover one of the
widest areas HO is capturing the wide area of Indian markets
increasingly day by day. Hence these statuses imply a bright future
for the company, the time & not far when RIIO will start SG in
India with similar schemes.
 BIBLIOGRAPHY
Faculty Guide: Mr.Amit Mahajan

Websites:

1. www.vodafone.in

2. www.airtel.in

3. www.rcom.co.in

4. www.bsnl.co.in

5. www.google.com

Newspapers:
6. Dainik Bhaskar

7. The Times of India.

8. The Hindu