A

PROJECT REPORT

ON CUSTOMER SATISFACTION TOWARDS RELAINCE JIO

A PROJECT SUBMITTED TO UNIVERSITYOF MUMBAI

FOR PARTIAL COMPLETION OF THE DEGREE OF BACHELOR OF

MANAGEMENT STUDIES {BMS}

UNDER THE FACULTY OF

COMMENCE BY

Mr. SAGAR PRAKASH

JETHNANI

(ROLL NO.20MTY104)

UNDER THE

GUIDANCE OF

PROF. Mrs ANJU

SONKHLA

KARNALA SPORTS ACADEMY

BARNS COLLEGE OF ARTS, SCIENCE

AND COMMERCE PLOT NO 7, SEC-17,

BEHIND HOC COLONY, PANVEL

(2020-2021)

SEMESTER VI
 CERTIFICATE

This is to certify that Mr. SAGAR PRAKASH JETHNANI has worked and duly
completed his project work for the degree of BACHELOR OF MANAGEMENT
STUDIES under the Faculty of Commerce in the subject of Management Marketing and

his project is entitled, “A STUDY ON CUSTOMER SATISFACTION TOWARD

RELAINCE JIO” under my supervision.

I further certify that the entire work has been done by the learner under my guidance and
that no part of it has been submitted previously for any Degree or Diploma of any
University.
It is his own work and facts reported by his personal findings and investigation.

Date of submission:

Prof. Mrs. ANJU SONKHLA

(Co-coordinator)

Prof. Mr. K.K. BHOIR (Project)

(PRINCIPAL)
 ACKNOWLEDGEMENT

To list who all have helped me is difficult because they are so numerous and the depth is so
enormous.
I would like to acknowledge the following as being idealistic channel and fresh dimensions
in the completion of this project.
I take this opportunity to thank the University of Mumbai for giving me chance to do this
project.

I would like to thank my Principal, Prof. Mr. KALPESH BHOIR for providing the

necessary facilities required for completion of this project.

I take this opportunity to thank our Coordinator Prof. Mrs. ANJU SONKHLA for her
moral support and guidance.

I would also like to express my sincere gratitude towards my project guide Prof. Mrs.
ANJU SONKHLA whose guidance and care made the project successful.
I would like to thank my College Library, for having provided various reference books
and magazines related to my project.
Lastly, I would like to thank each and every person who directly or indirectly helped me in
the completion of the project especially my Parents and Peers who supported me
throughout my project.
 DECLARATION

I the undersigned Mr. SAGAR PRAKASH JETHNANI here by, declare that the work
embodied in this project work titled “A STUDY ON CUSTOMER SATISFACTION
TOWARDS RELAINCE JIO”, forms my own contribution to the research work carried
out under the guidance of Prof. Mrs. ANJU SONKHLA is a result of my own research
work and has not been previously submitted to any other University for any other
Degree/Diploma to this or any other University.

Wherever reference has been made to previous works of others, it has been clearly
indicated as such and included in the bibliography.
I, here by further declare that all information of this document has been obtained and
presented in accordance with academic rules and ethical conduct.

Mr. SAGAR PRAKASH JETHNANI

Certified by

Prof. Mrs. ANJU SONKHLA

 INDEX

SR.NO NAME OF THE TOPIC

1 CHAPTER 1:- Introduction

 1.1 Company Profile of Jio

 1.2 Customer Satisfaction

 1.3 Customer Satisfaction at JIO

2 CHAPTER 2:-Research Methodology

 2.1 Objectives of Research

 2.2 Scope of Research

 2.3 Sample Size

 2.4 Sampling Technique

 2.5 Sampling Area

 2.6 Data Collection Tool

 2.7 Data Analysis

 2.8 Limitations

3 CHAPTER 3 :- Literature Review

4 CHAPTER 4 :- Research Analysis and Interpretation

CHAPTER 5:-

5.1 Finding

5.2 Conclusion

5.3 Suggestions

Bibliography

Questionnaire
CHAPTER 1 :-

INTRODUCTION
1.1 COMPANY PROFILE

Formerly called *Infotel Broadband Services Limited

(2009 - 2013)
*Reliance Jio Infocomm Limited (2013 -
2015)
Type Subsidiary
Industry Telecommunication

Headquarters Navi Mumbai, Maharashtra, India

Key people Sanjay Mashruwalla (Managing Director)

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

Products Mobile telephony, broadband, Wifi,Router

and 4G Data services
Jio Apps.
MyJio, JioChat, JioPlay, JioBeats, JioMoney,
JioDrive, JioOnDemand, JioSecurity, JioJoin,

Parent Reliance Industries Subsidiaries LYF

Website www.jio.com
Jio also known as Reliance Jio and officially as Reliance Jio Infocom Limited (RJIL), [ is
an upcoming provider of mobile telephony, broadband services, and digital services in
India.. Reliance Jio Infocom Limited (RJIL), a subsidiary of Reliance Industries Limited
(RIL),
India’s largest private sector company, is the first telecom operator to hold pan India
Unified License. Formerly known as Infotel Broadband Services Limited (IBSL), Jio will
provide 4G services on a pan-India level using LTE technology. The telecom leg of
Reliance Industries
Limited, it was incorporated in 2007 and is based in Mumbai, India. It is headquartered in
Navi Mumbai.

RJIL is setting up a pan India telecom network to provide to the highly underserviced India
market, reliable (4th generation) high speed internet connectivity, rich communication
services and various digital services on pan India basis in key domains such as education,
healthcare, security, financial 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 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.

R-Jio, meanwhile, faces its share of challenges in terms of return on investment and
capturing market share. The company, according to industry analysts, is expected to spend
$8-9 billion for the 4G roll-out. The company will battle for subscribers with leading telcos
such as Bharti Airtel Ltd, Vodafone India Pvt Ltd and Idea Cellular Ltd.

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 Infocom --- 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.

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 provide a base for a rapid growth in exports. This
policy eventually facilitated the emergence of Internet services in India on the back of
established basic telephony communication network. This policy also paved way for the
entry of the private sector in telephone services

The main objectives of the policy were:

• To ensure telecommunication is within the reach of all, that is, to ensure availability of
telephone on demand as early as possible

• To achieve universal service covering all villages, that is, enable all people to access
certain basic telecom services at affordable and reasonable prices

• To ensure world-class telecom services. Remove consumer complaints, resolve disputes

and encourage public interface and provide a wide permissible range of services to meet
the demand at reasonable prices

To ensure that India emerges as a major manufacturing base and major exporter of telecom
equipment

• To protect the defence 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.

NEW TELECOM POLICY 1999 (NTP 1999):

In recognition of the fact that the entry of the private sector, which was envisaged during
NTP94, 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

• 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%. 19 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 highbandwidth
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
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 oAchieve a rural tele density of 4% by 2010 and provide
reliable transmission o media in all rural areas

PLAYERS IN THE MARKETS

• 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), BlackBerry India.
• backhaul improvements are likely to be a key focus to assure continued mobile
broadband momentum

TELECOMMUNICATION

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

CELL PHONE USER DATA

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
HISTORY OF JIO

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services
Limited (IBSL) for Rs 4,800cr. Although unlisted, IBBL was the only firm to win
broadband spectrum in all 22 zones in India in the 4G auction that took place earlier that
year.Later continuing as RIL's telecom subsidiary, Infotel Broadband Services Limited was
renamed as Reliance Jio Infocomm Limited (RJIL) in January 2013.

Acquisition & Subsidiaries:

Acquired Infotel Broadband Services Limited in 2010.

Technology - Rancore Technologies

ILD & NLD - Infotel Telecom.
Agreements:

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 utilise 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 petrorefinery.

*Once commercially launched, Jio users can have access to Reliance Communications’
2G & 3G network.

OPERATION OF JIO

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.
PRODUCTS & SERVICES OF JIO

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) licence, Jio will also serve as a TV channel
distributor and will offer television-on-demand on its network.
LYF was established in 2015 by the telecom operator, Jio. Marketed closely along with Jio's
4G services, smartphones under the brand were slated to launch in November 2015. In
January 2016, it launched its first set of 4G-enabled smartphones named after the four
elements: Earth, Flame (Fire), Water, and Wind. In May 2016, international market tracker
Counterpoint Research reported that LYF had become the fifth-largest smartphone producer
in the Indian market, capturing a 7% share in the January–March quarter of the financial year
2015-16. It was the second-largest LTE phone supplier after Samsung,
surpassing Micromax and Lenovo during the quarter. "In first quarter of its inception, LYF
instantly climbed to become one of the top five smartphone brands in India in terms of
shipment volumes,"Tarun Pathak, senior analyst at Counterpoint said in the report.] Reliance
Digital had shipped around 1.7 million LYF branded smartphones in the first quarter of 2016.
LYF EARTH 1

Model LYF EARTH 1

CHIPSET Qualcomm® SnapdragonTM 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.1.1

SIM Slot: Dual SIM (4G+2G) ; Both SIM slots are 4G
enabled. At one time only one slot can be used for 4G while
the other will work on 2G.
SIM Size: SIM 1 - Micro, SIM 2 - Nano, SIM 2
exchangable with memory card
Colour: White
Call: Noise Cancellation with Dual Mic
 Box Contents: Handset, Non removable battery, Earphone,
SIM Ejection tool, Charger Adaptor, Micro USB cable, User
Manual & Flip Cover

LYF WATER 1

TECHINICAL SPECIFICATION
Android Lollipop 5.1.1

RAM 2 GB

Product Dimensions 14.2 x 0.7 x 7.1 cm; 122 Grams

Batteries 1 A batteries required. (included)

Item model number LYF Water 1 (White, 16GB)-cr

Wireless communication technologies Cellular

Connectivity technologies LTE-FDD BAND3(1800)/BAND5(850), LTE-

TDD BAND40(2300), UMTS WCDMA
BAND1(2100)/BAND8(900), GSM
850/900/1800/1900 MHz, GPRS, EDGE

Special features Gravity sensor, Micro+Nano (Hybrid), E-mail,

Ambient light sensor, Accelerometer, Dual SIM
(4G with VoLTE + 2G), FM Radio, ECompass,
Video Player, Music Player, Proximity sensor
LYF WATER 2

TECHINICAL SPECIFICATION

OS Android Lollipop 5.0.2

RAM 2 GB
Product Dimensions 14.4 x 0.8 x 7.1 cm; 135 Grams

Item model number Water 2

Wireless communication technologies Bluetooth, Wi-Fi

Connectivity technologies LTE-FDD BAND3(1800)/BAND5(850), LTE-

TDD BAND40(2300), UMTS WCDMA
BAND1(2100)/BAND8(900), GSM
850/900/1800/1900 MHz, GPRS, EDGE

Special features Dual SIM (4G with VoLTE + 2G)|Micro+Nano

(Hybrid)|Music Player|Video Player|FM Radio|
Ambient light sensor|Proximity sensor|
eCompass|Accelerometer|E-mail|Hall sensor|
Gyroscope|Motion and Gesture: Flip to mute,
Auto call dial, Auto call answer, Pocket mode,
Activate Camera, Activate Mirror, Cover phone
to mute, Retina Scan to Unlock the phone
LYF WIND 1

TECHNICAL SPECIFICATION

RAM 1 GB

Product Dimensions 17.2 x 10.2 x 6.1 cm; 310 Grams

Item model number wind 1

Wireless communication technologies Cellular, Wi-Fi

Connectivity technologies 4G

Special features Camera; Rear Camera;Wifi;front facing camera

Display technology LCD

Other display features Wireless

Device interface - primary Buttons

Resolution 720 x 1280

Other camera features Rear, Front

Form factor Smartphone

LYF WIND 5

TECHNICAL SPECIFICATION

OS Android

RAM 8 GB

Product Dimensions 17.6 x 9.4 x 5.2 cm; 330 Grams

Item model number LS5013

Wireless communication technologies Cellular, Wi-Fi

Connectivity technologies Wi-Fi

Special features USB, Dual_Sim, Wifi

Other display features Wireless

Other camera features Flash Yes, Rear camera 8-megapixel, Front

camera 5-megapixel

Colour Black
LYF FLAME 6

TECHNICAL SPECIFICATION

MODEL LYF FLAME 6

CHIPSET Quad-Core 1.5GHz

GENERAL FEATURES Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G) ; Both SIM slots are 4G
enabled. At one time only one slot can be used for 4G while
the other will work on 2G.
 SIM Size: SIM 1 - Standard, SIM 2 - Micro
Colour: Black
Call: Noise Cancellation with single Mic
Box Contents: Handset, Removable battery, Earphone,
Charger Adaptor, Micro USB Cable, Quick Service Guide,
Warranty card

LYF FLAME 1

TECHNICAL SPECIFICATION

OS Android

RAM 1 GB
Product Dimensions 6.6 x 0.9 x 13.3 cm; 138 Grams

Item model number Flame 1

Wireless communication technologies Cellular, Wi-Fi

Connectivity technologies GSM, 4G LTE, EDGE

Special features Bluetooth, Email, Radio, Wifi

Other display features Wireless

Other camera features 5 MP

Form factor Touchscreen

Colour Black
LYF WATER 7

OS Android

RAM 2 GB

Product Dimensions 7.7 x 0.9 x 15.5 cm; 160 Grams

Batteries 1 Lithium Metal batteries required.

Item model number water 7

Wireless communication technologies Cellular

Connectivity technologies GSM / CDMA / HSPA / EVDO / LTE

Special features Bluetooth, Email, Radio, Wifi

Other display features Wireless

Other camera features 5 MP

Form factor Smartphone

Colour Gold

Battery Power Rating 3000

Manufacturer LYF

Item Weight 160 g

 JIO APPLICATIONS

 My Jio. For everything Jio. Available for.

 Jio Saavn. All your music. Anytime. ...

 Jio Pages. Faster, Safer and Simply Yours. Available for.

 Jio Meet. Video Conferencing App. ...

 Jio Home. Enhancing your home experience. ...

 Jio TV. Daily dose of entertainment. ...

 Jio Cinema, Movies, TV Shows, Music & more. ...

 Jio POS Lite, Earn by helping Jio Customer.

 Jio Security, Keeps your device always secure

 Jio drive, Cloud based Backup Service

  Jio Money Waller, Wallet based services

JIO ROUTER JMR 540

TECHNICAL SPECIFICATION

Brand JioFi

Manufacturer Jio

Package Dimensions 9.19 x 8.51 x 7.01 cm; 222.26 Grams

Item model number Jmr540

 Connectivity Type 4G

Are Batteries Included No

Manufacturer Jio

JIO FIBER PREVIEW OFFER

The Jio Fiber preview offer allowed users to enjoy the fiber broadband services without
having to pay anything. Users were only required to pay a security deposit of ₹4,500 or
₹2,500 depending on the router selected. While Jio had a cap of 100GB before the free usage
plans kicked in, all that users had to do was use a free voucher from the MyJio app that
offered another 100GB of high-speed data. In total, users could enjoy up to 1,100GB of high-
speed data.

The Jio Fiber preview offer allowed users to enjoy the fiber broadband services without
having to pay anything. Users were only required to pay a security deposit of ₹4,500 or
₹2,500 depending on the router selected. While Jio had a cap of 100GB before the free usage
plans kicked in, all that users had to do was use a free voucher from the MyJio app that
offered another 100GB of high-speed data. In total, users could enjoy up to 1,100GB of high-
speed data.Current Rates

Plan Amount (Monthly) Speed Fair Usage Policy Limit

₹699 Bronze Plan 100 Mbps 150 GB

₹849 Silver Plan 100 Mbps 400 GB

₹1,299 Gold Plan 250 Mbps 750 GB

 Plan Amount (Monthly) Speed Fair Usage Policy Limit

₹2,499 Diamond Plan 500 Mbps 1500 GB

₹3,499 Platinum Plan 1 Gbps 2500 GB

₹8,499 Titanium Plan 1 Gbps 5000 GB

NETWORKS

Jio owns spectrum in 850 MHz and 1,800 MHz bands in India's 22 circles, and also owns
pan-India licensed 2,300 MHz spectrum. The spectrum is valid until 2035.

PARTNERSHIP

Jio shares spectrum with Reliance Communications. The sharing deal is for 800 MHz band
across seven circles other than the 10 circles for which Jio already owns.

Sep 2014 – Acquired undisclosed stake in Airspan Networks for US$5 mn. Deploys
Airspan's small cells throughout the network roll out phase.
Sep 2016 – Jio signed a pact with BSNL for intra-circle roaming which would enable users of
the operators to use each other's 4G and 2G spectrum in national roaming mode.

Feb 2017 – Jio announced a partnership with Samsung to work on LTE – Advanced Pro and
5G.

Feb 2017 – Partnered with Ciena to deploy transport SDN architecture.

Reliance Jio also partnered with several OSS (Operations Support Systems) & BSS (Business
Support System) companies for the deployment of services, like: SAP, HP, IBM, Ericsson,
Rancore, Estel Technologies, Subex and Intec Telecom Systems. However, the finalized OSS
firms were Ericsson, HP and Friendly Technologies.

Sep 2020 – Partners with Cisco Systems for 5G deployment.

Sep 2020 – Announces partnership with HFCL to deploy Fiber-optic communication to

support the rollout of FTTx services.

Summit Digitel Infrastructure

Summit Digitel Infrastructure (formerly known as Reliance Jio Infratel Private Limited)
operates 136,000 telecom sites. This division has been divested to Tower Infrastructure Trust,
which is owned by Brookfield Asset Management, for a consideration of ₹25,215 crore
(US$3.3 billion).
CONTROVERSIES

ISSUE WITH INCUMBENTS

In September 2016, the Telecom Regulatory Authority of India (TRAI) summoned Jio and
the country's existing telecom operators like Airtel, Vodafone, and Idea Cellular to meet and
discuss an issue regarding the interconnection between the operators. This was a result after
Jio complained to TRAI and Department of Telecom (DoT) about other operators not
honoring their commercial agreements to let Jio use their network resources. The company
further added that the operators are trying to sabotage its entry into the telecom scene.
However, DoT dismissed the request and directed TRAI to help settle the dispute amicably.
Moreover, the Cellular Operators Association of India (COAI) requested TRAI to include all
the operators in the discussion instead of the three.

The incumbent operators had previously approached the country's PMO to reiterate their
stance they "are in no way obliged or in any position to entertain Jio's requests for
interconnection points as they do not have either the network or the financial resources to
terminate the latter's humongous volumes of potentially asymmetric voice traffic."
Responding to this, Mukesh Ambani, owner of Jio, said, "All operators have publicly said
last week that they will provide this (interconnect and MNP). So, we are waiting. These are
all great companies. They have their own reputations to protect. I am confident they won't
violate the law." Commenting about number portability, he added, "The number belongs to
the consumer. No operator can cause trouble if they want to change operators."[95] However,
on 12 September 2016, Idea Cellular agreed to allow Jio to use 196 of its interconnection
access points.

SUBSCRIBER DATA BREACH

On 10 July 2017, Jio's customer data was allegedly leaked on the website magicapk.com. The
website was suspended shortly after the news of the breach broke out.

FARMERS' BOYCOTT

During the 2020–2021 Indian Farmers' Protest, farmers across multiple states in northern part
of India boycotted and vandalized Jio's towers owing to allegations of Reliance Industries's
support to controversial farm laws of India. Jio blamed its competitors Airtel and Vodafone
for spreading rumours of "Reliance being an undue beneficiary in the farm bills", an
allegation both the companies denied. The company saw a loss of around 25 lakh (2.5
million) subscribers in Punjab and Haryana between November and December 2020.

BIRD DEATHS

In January 2021, several social media posts started circulating linking bird deaths to Jio's 5G
network trials. The claims were found to be fake as 5G trials were not yet permitted. The
cause of the death of the birds is determined as due to an outbreak of bird flu
1.2 CUSTOMER SATISFACTION

Customer satisfaction is defined as a measurement that determines how happy customers are
with a company’s products, services, and capabilities.

Customer satisfaction information, including surveys and ratings, can help a company
determine how to best improve or changes its products and services.

An organization’s main focus must be to satisfy its customers. This applies to industrial firms,
retail and wholesale businesses, government bodies, service companies, nonprofit
organizations, and every subgroup within an organization.

Model of Customer Satisfaction

There are two important questions to ask when establishing customer satisfaction:

1. Who are the customers?

2. What does it take to satisfy them?

WHO ARE THE CUSTOMERS?

Customers include anyone the organization supplies with products or services. The table
below illustrates some supplier-customer relationships.
WHAT DOES IT TAKE TO SATISFY THE CUSTOMER?

Organizations should not assume they know what the customer wants. Instead, it is important
to understand the voice of the customer , using tools such as customer surveys, focus groups,
and polling. Using these tools, organizations can gain detailed insights as to what their
customers want and better tailor their services or products to meet or exceed customer
expectations.
1.3 CUSTOMER SATISFACTION TOWARD JIO:-

Customer is the real asset to any organization and the satisfaction occupies an important place
for business and management. Every firm is expected to maximize the satisfaction in order to
get more market share and profit. Reliance Industries Ltd’s (RIL) telecom unit starts offering
free services from 5 th September 2016 to 31 Dec 2016; Again the commercial launch free
services extend next three month from 31 Mar 2017 onwards. While the company has stated
an altruistic objective for Reliance Jio Infocomm Ltd. that of putting India on the global map
for mobile broadband Internet access there is no denying that this announcement has jolted
the telecom ecosystem across the country. Reliance's Jio has come out with free to low
subscription; it could attract more customers and create a strong customer base. The satisfied
Jio customer would act as the advertising tool for the company without any additional cost.
According to a survey conducted by Bank of America Merill Lynch around 67% surveyed
customers in India are willing to use Reliance Jio as a secondary connection rather than a
primary connection once the telco stops offering free services in the country.
CHAPTER 2: -

RESEARCH METHODOLOGY

2.1 OBJECTIVE OF THE RESEARCH

1. To study the products & services the Reliance JIO

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

3. To study the customer satisfaction level towards services & products provided by
Reliance JIO.

4. To Study the areas in which Reliance Jio is improvising still and areas in which Jio
needs improvisation.
 5. To find out which services / products of Reliance Jio people prefer to use more.

2.2 SCOPE OF THE STUDY

1} This study covers customers about Reliance JIO in the areas of NAVI MUMBAI

2} 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.

3} 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.

4} The research will also be beneficial in analysing the overall market position of the
company and measures which should be adopted by the Reliance JIO to increase their
market share in the region of NAVI MUMBAI

2.3 SAMPLE SIZE

* Sample size refers to the number researcher have taken for Survey.

I have selected 300 sample units from market and individual customer.
2.4 SAMPLING TECHNIQUE

* The sample design provides information on the target information and final sample sizes. I
used conveyed convenient sampling surveyed in research.

2.5 Sampling Area:

* While conducting sample, I went many places of Navi Mumbai areas like New Panvel,
Kalamboli, Kamothe, Old Panvel.

2.6 DATA COLLECTION TOOL

I have used Questionnaire, as the research instrument to conduct the market survey. The
questionnaire consisted closes 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 than to think and reply also it takes less time.
Because the keep on responding and one has tick mark the right choice accordingly.

DATA COLLECTION SOURCE

Data was collected through two sources as follows

Primary Source : -Primary Source data was directly collected with the help of
questionnaire.

Secondary Source : - The secondary source of data was the company website and my
colleagues

2.7 DATA ANALYSIS

1}Data Analysis was done mainly with the help of data collected from customers.

2}The data Collected from secondary sources is also used to analyse on one particular
parameter.

3} Qualitative analysis was done on the data collected from the primary as well as secondary
data.
2.8 LIMITATIONS

1. The first problem I faced is in getting 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 the need of the project and hence did not agree to provide me with
information.

2. The behaviour 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
result may have some prone of errors.

4. Study accuracy totally based upon the respondent response.

5. Stipulated short span of time for survey

CHAPTER 3: -

LITERATURE REVIEW

LITERATURE REVIEW

1.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.

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” .

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.
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.
2.Naidu brahmani, Vamsi.S, (2017), “Customer satisfaction towards reliance jio: an
empirical study”, in their research paper focused in knowing the satisfaction level of
customers on the usage of jio sim and the reason behind their satisfaction and
dissatisfaction.Survey method is used to collect information from the respondents.192
respondents were selected for the study using simple random sampling.The results have
stated that the respondents are not complete satisfied with usage of jio sim. The strong
reason behind their dissatisfaction is its speed i.e. the users are not getting the same speed
all the time .The other two more reasons identified are compatibility of other sim cards,call
connects, voice call connects. The reasons where the customers are mostly satisfied are cost
effectiveness, free calls, no roaming providing free channels, providing free caller tunes,
voice clarity etc. The study suggested to improve the area were customers showed their
dissatisfaction.

3. Sorna priya.R and Sathiya.M (2017)“Customer Satisfaction towards Reliance Jio

Network” conducted a research work with the aim of analysing the satisfaction level of
customers towards Jio network.50 respondents were selected using convenient sampling
metod.ANOVA,chi-square were used for analysis. The study found that majority of the
respondents (52%) are satisfied with Jio services. Most of the respondents are suggesting to
improve the network coverage of Jio services and to remove the calling congestion then it
can be assured that the company can achieve the 100 percentage satisfaction of their
customer.

4. Mahalaxmi KR , Suresh Kumar N,(2017) ,“Changing the Indian telecom sector:

Reliance Jio” ,the study aimed to identify customer’s preference towards the Reliance JIO
mobile service provider and to know the customer satisfaction level towards Reliance JIO
Mobile service provider in Trichy region.The study was descriptive in nature. The study
was carried out through a pilot survey from 50 respondents. The results of the survey were
analysed using chi square test .The study revealed that most of the students preferred to
choose their service provider as Reliance JIO and 97% of the respondents were satisfied
with the services provided by the Reliance JIO.
5. Sisili et al. (2018) in their study considered the factors of connectivity, customer
care,speed, getting new connections and compatibility for measuring satisfaction level of
customers’. Study revealed that a large number of users were contented with the services of
Jio which include free local and national SMS, outdoor coverage, roaming service, error
free SMS delivery and receipt along with the great experience of internet speed. Santosh
and Rajandran (2018) have emphasized upon Reliance Jio service quality, efficiency, price
and free services to determine the perception of customers towards it. Study concludes that
there exists significant association between income level and satisfaction level; but not for
age and awareness level. Further, advertisement and availability of free plans were some of
the major driver of satisfaction and awareness level of the customers. Study also
recommended that there dire need for improvement in call drops, call blocking, setting of
the service stations, speed and area coverage. Lonare et al. (2018) have emphasized upon
probable reasons for customers switching to Jio, marketing strategies adopted by it and
changes in revenue stream of other telecom service providers before and after introduction
of Reliance Jio. Price, brand value, data speed, voice call quality and customer service have
been reported as independent variables. Further, it was concluded that there was a huge
drop in revenue of other service providers after the launch of Jio. The three major factors
that lead to customers switching to Jio were monthly expenses, the plans offered by
Reliance Jio and the effect of promotional activities. Apart from that authors have identified
penetration pricing strategy as one the basic reason for significant growth of Jio’s market
share.

6. Medhi ( 2017) in her study emphasized upon finding reasons for carrying other operator
as secondary network by telecom users and it was concluded that most of the users were
immensely satisfied by the services of Jio but scope of improvements are there in terms of
network coverage and calling connectivity. Laddha and Trivedi (2017) have used a total of
6 factors namely; personality, culture, attributes usage, benefits and values to analyze the
perception of users towards brand. It was concluded that Jio is faring well in dimensions
like value, culture, personality and usage but needs improvements in product and benefit
aspects. Mahalaxmi and Kumar (2017) have concluded that there is no significant
relationship between respondents’ income and their preference towards particular telecom
operator and revealed that around 97 per cent of the respondents were contended with the
services of Reliance Jio where majority of them are teenagers or students. They have also
concluded that promotional offers and marketing strategies of Jio played a critical role in
influencing the behavior of customers. Chinthala, Madhuri and Kumar (2017) have
concluded that most of the participants under study were satisfied with the services of
Reliance Jio; special mention is internet facilities. Further, there is no significant difference
between male and female respondents towards satisfaction level. Finally they have
concluded that there are many customers who have complained about low level of customer

care service.

7. Salomi and Selvan (2017) through their study revealed that due to increasing
competition in the telecom industry many companies are focusing on penetration strategy;
Reliance Jio was first to implement that. The primary objective of Boobalan and Jayaraman
(2017) study was to identify the loop holes within the Reliance Jio and suggesting possible
remedies. They have concluded that 41 per cent and 36 per cent of respondents were
satisfied with and were aware of the services of Reliance Jio. Further they have concluded
that there exists significant relationship between income group and satisfaction level of
users but not between age and awareness level. Singh (2017) has concluded that Reliance
Jio has severely impacted the telecom industry by offering low cost data plans and free
services. Revenues of the competitors have drastically decreased; hence resulted in
shutdown or mergers in the industry. Aggressive advertisement by Reliance Jio was one of
the key factors contributing towards its success. Kalyani (2016) in her study adopted
SWOT analysis and has observed that correct combination of service marketing mix, i.e., 7
Ps of product, price, place, promotion, physical evidence, process and people, eliminating
paper work in subscription process and capability to offer cheap mobile phones and high
speed data made Jio a successful project..
8. Gupta, Raghav and Dhakad (2019) concluded that the competition has risen to its peak
after the introduction of Jio. Some of the competitors have to merge, while others had to
change their strategies forming a completely new one. Further they concluded that
customers were quite satisfied with service of Jio; few complained about its dismal
response towards customer services. Jyothika (2019) has considered the effect of price on
share of service providers telecom industry and has concluded that investors have shown
interest towards introduction of Jio shares. Existing barriers made the survival of others
companies difficult. Many investors have also reported change in their investement
behaviour with the possibility of hike in share prices. Jasrotia, Sharma and Mishra (2019)
have generated a total of 7 factors, namely; tariffs, speed of internet data, brand
endorsement, value added services, image of service provider, brand image and innovative
company for measuring behaviour of customers towards Jio services. The study also
revealed that Reliance has led to shut down or mergers of various key service providers and
and at the same time has changed the scenario of how Telecom Industry used to work. Now
people are more sensitive to price along with quality of internet speed, voice calls and so
on.
CHAPTER 4: -

DATA ANALYIS &

INTERPRETATION

DATA ANALYSIS & INTERPRETATION

TABLE NO.1

 Age group of respondents

Age % of Respondents No. Of Respondents

 20-25 80% 240
25-30 10% 30
30-35 10% 30
Above 35 0% 0

% OF RESPONDENTS

20-25 25-30 30-35 ABOVE 35

INTERPRETATION

80% respondent are of age group 20-25

10% respondent are of age group 25-30

10% respondent are of age group 30-35

0 % respondent are of age group above 35

TABLE NO.2

 Occupation of Respondents

Occupation % of Respondents No. of Respondents

Students 16.66 100

 Business Man 26.66% 50

Private Employee 30% 100

Govt. Employee 26% 50

Sales

STUDENTS BUSINESS MAN PRIVATE EMPLOYEE GOVT. EMPLOYEE

INTERPRETATION

 16.66% respondents are Students

 26.66% respondents are Businessman
 30% respondents are Private Employees
 26% respondents are Govt. Employees

 TABLE NO.3

* 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

INTERPRETATION

 100% respondents are Mobile Users

TABLE NO.4

Are you aware of Reliance JIO?

A} YES
B} NO
 Awareness % of respondents No. of respondents

YES 93.33% 280

NO 6.66% 20

% OF RESPONDENT

YES NO

INTERPRETATION

 93.33% respondents are aware of Reliance JIO

 6.66% respondents are not aware of Reliance JIO
 TABLE NO.5

 Which operator service do you use?

1} AIRTEL
2} JIO
3} IDEA
4} VODAFONE
Operator % of respondents No. of respondents

Airtel 30% 90

JIO 23.33% 70

Idea 20% 40

Vodafone 26.66% 100

%OF RESPONDENT

AIRTEL JIO IDEA VODAFONE

INTERPRETATION
 30% of respondents use Airtel
 23.33% of respondents use Reliance JIO
 20% of respondents use Idea
 26.66% of respondents use Vodafone
 TABLE NO.6

* What is your monthly expenditure on mobile (in RS)?

A} 100-200 B} 200-300
C} 300-400 D}400-500

Monthly Expenditure % of Respondent No. of Respondent

 100-200 35.71% 104

200-300 32.14% 87

300-400 28.57% 76

Above 500 10.71% 33

Sales

100-200 200-300 300-400 ABOVE 500

INTERPRETATION

 35.71% of respondent spend 100-200 RS.

 32.14% of respondent spend 200-300 RS.
 28.57% of respondent spend 300-400 RS.
 10.71% of respondent spend above 500 RS.

 TABLE NO.7

From which source you came to know about JIO?

1} Newspaper
2} Advertisement
3} Mouth Publicity
4} Hoarding
 SOURCE % of respondents No. of Respondents

Newspaper 32.14% 107

Advertisement 21.42% 65

Mouth Publicity 28.57% 75

Hoarding 17.85% 53

Sales

NEWSPAPER ADVERTISEMENT
MOUTH PUBLICITY HOARDING

INTERPRETATION

 32.14% of respondent came to know by Newspaper.

 21.42% of respondent came to know by Advertisement.
 28.57% of respondent came to know by Mouth Publicity.
 17.85% of respondent came to by Hoardings.

TABLE NO.8

 Since how long you are using JIO services?

1} Less than one year.
2} 2-3 years.
3}4-5 years.
4}6-7 years.
 Months % of respondents` No. of respondents

Less than one year 42.88% 129

2-3 years 35.71% 107

4-5 years 14.28% 43

6-7 years 0% 21

Sales

LESS THAN ONE YEAR 2-3 YEARS

4-5 YEARS 6-7 YEARS

INTERPRETATION

 42.85% of respondents are user of less than one years.

 35.71% of respondents are user of 2-3 years.
 14.28% of respondents are user of 4-5 years.
 0% of respondents are user of 6-7 years.

TABLE NO.9

 Which feature of JIO convinced you to use this?

1} Connectivity
2} Scheme
3} Advertisement
4} Goodwill
 Schemes % of respondent No. of respondent

Connectivity 21.42% 62

Scheme 57.14% 173

Advertisement 16.28% 50

Goodwill 7.14% 15

Sales

CONNECTIVITY SCHEME
ADVERTISMENT GOODWILL

INTERPRETATION

 21.42% people choose JIO because of Connectivity.

 57.14% People choose JIO because of Scheme.
 14.28% People choose JIO because of Advertisement.
 7.14% People choose JIO because of Goodwill.
 TABLE NO.10
 Which service you like most while using JIO?
1} Data Services
2} Call Rates
3} Network Coverage
4} Value Added Services
 Services % of respondents No. of respondents

Data Services 50% 150

Call Rates 28.57% 85

Network Coverage 14.28% 45

Value Added Service 7.14% 20

Sales

DATA SERVICE CALL RATES

NETWORK COVERAGE VALUE ADDED SERVICES

INTERPRETATION

 50% of respondents are in favour of Services.

 28.57% of respondents are in favour of Call Rates.
 14.28% of respondents are in favour of Network Coverage.
 7.14% of respondents are in favour of Value Added Services.

 TABLE NO.11
Why did you choose this service provider?
1} Unlimited Calling
2} Unlimited Data Services
3} Unlimited SMS Services
4} All Services
 Services % of respondent No. of respondent

Unlimited Calling 14.28% 43

Unlimited Data Services 35.71% 107

Unlimited SMS Services 7.14% 22

All Services 42.85% 128

Sales

UNLIMITED CALING UNLIMITED DATA SERVICES

UNLIMITED SMS SERVICES` ALL SERVICES

INTERPRETATION

 14.28% respondents are using because of Unlimited calling

 35.71% are using because of Unlimited Data Services
 7.14% are using because of Unlimited SMS Services
 42.85% are using because of all Services

TABLE NO.12

 Do you call at Customer Care?

1} YES
2} NO
 Respondents % of respondents No. of respondents

YES 100% 300

NO 0% 0

 If yes, how often you call customer care?

1} Daily
2} Once in a week
3} Once in a month
4} Rarely

Customer Call % of respondents No. of respondents

Daily 28.37% 86

Once in a Week 50% 150

Once in a Month 14.28% 43

Rarely 7.24% 21
 Sales

DAILY ONCE IN AWEEK

ONCE IN A MONTH RARELY

INTERPRETATION

 28.37% of respondents calls Daily.

 50% respondent calls once in a week
 14.28% respondent calls once in a month.
 7.24% respondents call Rarely.
TABLE NO.13

 For what reasons u call customer centre?

1} Value added services
2} Info. About new services
3} Complaints
4} Queries

Reasons % of respondents No. of respondents

Value added service 21.42% 65

Info. About new services 57.14% 172

Complaints 7.14% 22

Queries 14.28% 41

Sales

VALUE ADDED SERVICES INFO. ABOUT NEW SERVICES

COMPLAINTS QUERIES

INTERPRETATION

 21.42% of respondents calls due to value added services.

 57.14% of resondants calls due to new services.
 7.14% of respondents call to file complaints
 14.28% of respondent calls due to queries
 TABLE NO. 14
Are you satisfied with services JIO offers?
A} YES
B} NO

Satisfaction Level % of respondents No. of respondents

YES 71.42% 215

NO 28.57% 85

Sales

YES NO

INTERPRETATION

 71.42% of respondent are satisfied with the services.

 28.57% of respondent are not satisfied with the services.
TABLE No. 14

 Would you like to recommend to others?

A} YES
B} NO

Recommendation % of respondents No. of Respondents

YES 85.14% 255

NO 14.28% 45

Sales

YES NO

INTERPRETATION

 85.14% of respondent would like to recommend.

 14.28% of respondent would not like to recommend.
TABLE NO.15

 Rate the following JIO services on the basis of your satisfaction?

Services Excellent Very Good Fairly Good Average Poor

Network
Coverage

Data
Services

Calling
Services

Value Added
Services

Customer
Care

Schemes and
offers
5.1 FINDINGS

The following are the findings of the study

. 1.While conducting the survey, I found that most of 71.23% respondents are satisfied with
Reliance JIO,and 29.77% of respondents are not satisfied.Because still they have network
problem in deep rural areas.
2. Reliance JIO has wide market captured in Navi Mumbai.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 Navi Mumbai.

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 Navi Mumbai areas.

9. LYF handsets are highly selling products in Navi Mumbai .Because unlimited 4G
schemes are considered by customers
 5.2 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 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.
5.3 SUGGESTIONS
BIBLIOGRAPHY
QUESTIONNAIRE

Dear Respondent,

Hello and thank you for agreeing to participate in this survey.

I am student of KARNAKA SPORTS ACADEMY BARNS COLLEGE OF ARTS AND

COMMERCE.As a part of our study, we required to prepare a research report on
“CUSTOMER SATISFACTION TOWARD RELAINCE JIO”. So seek your kind help to
assist me by answering few questions.

This study is meant to find the satisfaction from Reliance jio. The results obtained here are
purely based for educational purpose and will in no other circumstances be used for any form
of profit, authorized or unauthorized.

Thankyou.

SAGAR JETHNANI

NAME:

GENDER: { } MALE { } FEMALE { } OTHER

AGE:

OCCUPATION:
NOTE: Please tick mark in appropriate boxes to provide your opinion.

If applicable, tick ( ) for more than one option.

1} From which source you came to know about Reliance Jio?

A} ADVERTISMENT

B} HOARDINGS

C} NEWSPAPER

2}From where have you purchased your Jio simcard?

A} Jio digital store

B} Retailer

C} Home Delivery

D} Canopy

3} How many other members in your family use Jio simcard?

A} One

B} Two

C} Three

D} More
4} How long you have been using Jio sim card?

A} One Month

B} Two Month’

C} Three Month

D} More

5} Reason for selection of Reliance Jio?

A} Internet

B} Better Network

C} VOLTE

D} Better Value Added Services.

6} Have you opted for Jio prime membership?

A} Yes

B} No

7} Have you became part of Summer Surprise / Dum Dan offer by Jio?

A} Yes

B} No

8} Rate the following according to your satisfaction level. Rate the service up to 5 where 5 is
highly satisfied and 1 is highly dissatisfied.

A} VOLTE

B} Network

C} Internet
D} VAS

9} How many times did you contact customer support before your problem was solved?

A} Once

B} Twice

C} Thrice

D} More

10} Are you loyal towards your Jio brand?

A} Yes

B} No

11} Would you like to recommend Jio to your Family and Friends?

A} Yes

B} No

12} Do you think that TRAI’s obligation on Jio products and services?

A} Jio device

B} JIO

C} Handsets

D} Lyf
13} Which upcoming product / services of Jio is much awaited for you?

A} Jio DTH

B} Jio Laptops

C} Jio Broadband