VI Ju Customer Satisfaction Towards Reliance Jio Campany

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VI JU Customer Satisfaction Towards Reliance JIO Campany
Marketing (University of Mumbai)
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EXCELSSIOR EDUCATION SOCIETY’S

K.C COLLEGE OF ENGINEERING AND MANAGEMENT
STUDIES AND RESEARCH
(Affiliated to the University of Mumbai)
Kopri, Thane ( E ) – 400 063
“CUSTOMERSATISFACTION TOWARDS
RELIANCE JIO CAMPANY”
In the partial fulfillment of the Degree of
MASTER OF MANAGEMENT STUDIES
Mr. JOSHI VIJENDRA GANPAT

Class: SYMMS Division:
Roll no: 08 Year 2020-21
Under the guidance of

Prof. PRASHANT MISHRA
Semester III & Specialization : MARKETING

Batch: 2020-21

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EXCELSSIOR EDUCATION SOCIETY’S

K.C COLLEGE OF ENGINEERING AND MANAGEMENT
STUDIES AND RESEARCH
(Affiliated to the University of Mumbai)
Kopri, Thane ( E ) – 400 063
CERTIFICATE
This is to certify that Mr. JOSHI VIJENDRA GANPAT a student of Class:

SYMMS Semester: III bearing Roll No. 08 has successfully completed the project
titled, “CUSTOMER SATISFACTION TOWARDS RELIANCE
JIO CAMPANY”, in the partial fulfillment of the Degree of MMS.
Place:
Date:
Name of the Project Guide: Prof. PRASHANT MISHRA
Signature of the Project Guide:
Signature Institutes Seal:
(Ritu Tuli)
HOD

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STUDENT DECLARATION
I hereby declare that the project titled “CUSTOMER SATISFACTION

TOWARDS RELIANCE JIO CAMPANY” is my own work conducted
under the supervision of Prof. PRASHANT MISHRA.
I further declare that no part in this project work has been plagiarized without
proper citations and has not formed the basis for the award of any degree, diploma,
associateship, fellowship previously.
Name of Student: Mr. JOSHI VIJENDRA GANPAT.
Signature of the Student:

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ACKNOWLEDGEMENT
I am indebted to my project guide Prof. PRASHANT MISHRA for helping

me out in the successful completion of my project report on,
“CUSTOMER SATISFACTION TOWARDS RELIANCE JIO
CAMPANY”. I am thankful to my other teacher for providing me
information as an when required. I am extremely thankful to my family
member for the constant support. Last but not least come to my friend who
discussed with me on various issuers in my project. Finally, I want to thank
all who helped me directly and indirectly the project work.

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TABLE OF CONTENTS
Sr.
Topic Page No.
No.
1. EXECUTIVE SUMMARY 6
2. INTRODUCTION TO THE TOPIC 7-8
COMPANY OVERVIEW
9
3.  Historical background 10-11
 Brief profile of the study area. 12-26
RESEARCH METHODOLOGY 27
 Objectives
28
4.  Scope of the study
29
 Limitations of The Project
30
Sample size and data collection 31-32

5. DATA ANALYSIS AND INTERPRETATION 33-51
6. RECOMMENDATIONS/FINDINGS 52-55
7. CONCLUSION 56
8. suggestion 57
9. BIBLIOGRAPHY 58-59
10. ANNEXURE 60-61
EXECUTIVE SUMMARY

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Reliance jio infocomm Limited, doing business as jio, is a LTE moble
network operator in india. It is a wholly owned subsidiary in Mumabi, that
provides wireless 4G LTE service network ( without 2G/ 3G based services) and is
the only 100% VoLTE ( voice over LTE operator in the country, with coverage
acroos all 22 telecom circles in India. Ever since its launch, Reliance Jio’s head of
strategy and planning said that” it would be unfair to charge customers until the Jio
management is fully satisfied with aim to find of service
India, like many other countries of the world, have adopted a gradual approach to
telecom sector reform through selective privatization and managed competition in
different segments of the telecom market. The Indian telecommunications industry
is one of the fastest growing in the world and India is projected to become the
second largest telecom market globally.
The project work was undertaken to evaluate the marketing strategies of JIO in
India. The data for the thesis was collected using both primary and secondary data.
Secondary data regarding growth of Indian Telecom Industry, JIO and its strategies
in India and other related facts was collected from the website. . The information
collected thereon was analysed the impact of marketing strategies on the churn rate
at JIO .

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INTRODUCTION
INTRODUCTION

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The Cellular telephone (commonly "mobile phone" or "cell phone" or

"handphone") is a long-range, portable electronic device used for mobile
communication. In addition to the standard voice function of a telephone, current
mobile phones can support many additional services such as SMS for text
messaging, email, packet switching for access to the Internet, and MMS for sending
and receiving photos and video. Most current mobile phones connect to a cellular
network of base stations (cell sites), which is in turn interconnected to the public
switched telephone network (PSTN) (the exception is satellite phones. Cellular
telephone is also defined as a type of short-wave analog or digital
telecommunication in which a subscriber has a wireless connection from a mobile
telephone to a relatively nearby transmitter. The transmitter's span of coverage is
called a cell. Generally, cellular telephone service is available in urban areas and
along major highways. As the cellular telephone user moves from one cell or area of
coverage to another, the telephone is effectively passed on to the local cell
transmitter. A cellular telephone is not to be confused with a cordless telephone
(which is simply a phone with a very short wireless connection to a local phone
outlet). A newer service similar to cellular is personal communications services
(PCS).

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COMPANY
OVERVIEW
HISTORICAL BACKGROUND

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In August 2012, MetroPCS launched the world's first commercial VoLTE services in Dallas,
Texas. along with the first VoLTE phone, the LG Connect 4G.
In May 2014, Singtel introduced the world's first commercial "full-featured" VoLTE service in
Singapore, only in combination with Galaxy Note 3, it was subsequently expanded.
In June 2014, KT showcased the world’s first cross-border roaming services based on Voice over
LTE. The South Korean operator partnered with China Mobile to develop VoLTE roaming
services.
In October 2014, operators based on IMS local breakout architecture with home routing systems.
[6]
In November 2014, Verizon and AT&T announced the companies are enabling VoLTE-to-VoLTE
connections between their respective customers. VoLTE interoperability between Verizon and
AT&T customers began in 2015. Testing and design were performed between both companies
using third party networks such as Alcatel-Lucent.This was stated to have been completed in
November 2017.
On 11 July 2015, SEATEL Cambodia announced the world's first commercial 100% VoLTE
service without 2G/3G in Cambodia.
On 14 September 2015, Orange Romania has launched the VoLTE service for Samsung users in
Romania.
On 16 September 2015, Telstra announced that it had started enabling VoLTE across its network,
including calling to National Broadband Network and business and enterprise services with HD
handsets.
On 30 November 2015, Telenor Denmark launched VoLTE for all Samsung Galaxy S6 phones,
which has since been followed by additional Samsung and Apple models.
In 2016, Vodafone Netherlands launched VoLTE support, along with Wi-Fi Calling.
On 30 June 2016, YTL's YES launches 4G LTE service to become Malaysia's FIRST VoLTE
service provider.
In June 2016 Movistar Peru launched commercial VoLTE service in Peru, starting in Lima and
Callao for Samsung Galaxy S6, S6 Edge and LG G4 phones. Service will be enabled
progressively in other departments and handsets. Movistar Peru is the first operator in the
country offering this service.
In July 2016, Etisalat became the first operator to launch VoLTE in UAE.
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In July 2016, PT Smartfren Telecom launches VoLTE services working in partnership with Mitel,
and become Indonesia's first VoLTE service provider.
On 1 September 2016, Dialog Axiata launched commercial VoLTE service in Sri Lanka.
On 5 September 2016, India's first 4G-only network Jio launched their commercial VoLTE
service without 2G/3G based services.
In October 2016, Orange Polska launched commercial VoLTE service in Poland.
In November 2016, T-Mobile (Poland) launched commercial VoLTE service in Poland.
On 7 December 2016, Telenor Denmark launched VoLTE for all phones with VoLTE support.
On 8 March 2017, Cosmote is the first operator that launched VoLTE (and VoWiFi) service in
Greece.
On 24 April 2017, TIM launched VoLTE for all phones with VoLTE support in Italy.
In June 2017, Pakistan's Largest telecom operator Jazz has tested VoLTE over its network. Jazz
plans to commercially launch it in July 2017.
In June 2017, Bahrain's Largest telecom operator Batelco has semi-launched the service to iOS
users.
In July 2017, Digi.Mobil (RCS & RDS) will be the second carrier that launches commercial
VoLTE services in Romania.
In July 2017, TIM Brasil was the first carrier to sell VoLTE on Brazil.
In August 2017, Proximus was the first to activate VoLTE in Belgium. Customers were notified
by SMS that the service was available.
In September 2017, Swazi Mobile was the first to activate VoLTE in Swaziland.
After this Bharti Airtel also launched the commercial VoLTE service in India.
In October 2017, Nova was the first to activate VoLTE in Iceland.
In November 2017, Telia Company was the first to activate VoLTE in Lithuania.
In November 2017 Entel Peru enabled VoLTE service in Peru, starting in Lima and Callao for
Apple iPhone SE, Apple iPhone 6, Apple iPhone 6 Plus,
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BRIEF PROFILE OF THE STUDY AREA
Reliance Industries Limited (RIL) is an Indian conglomerate holding company headquartered in

Mumbai, Maharashtra, India. Reliance owns businesses across India engaged in energy, petrochemicals,
textiles, natural resources, retail, and telecommunications. Reliance is one of the most profitable
companies in India,[4] the largest publicly traded company in India by market capitalization, and the
second largest company in India as measured by revenue after the government-controlled Indian Oil
Corporation.On 18 October 2007, Reliance Industries became the first Indian company to breach $100
billion market capitalization.The company is ranked 203rd on the Fortune Global 500 list of the world's
biggest corporations as of 2017. It is ranked 8th among the Top 250 Global Energy Companies by Platts
as of 2016. Reliance continues to be India’s largest exporter, accounting for 8% of India's total
merchandise exports with a value of Rs 147,755 crore and access to markets in 108 countries.[10]
Reliance is responsible for almost 5% of the government of India's total revenues from customs and
excise duty. It is also the highest income tax payer in the private sector in India.
Reliance Industries Limited
Type
Public
Traded as
BSE: 500325
NSE: RELIANCE
LSE: RIGD
BSE SENSEX Constituent
CNX Nifty Constituent
Industry
Conglomerate
Predecessor
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Reliance Commercial Corporation
Founded
1977; 42 years ago
Founder
Dhirubhai Ambani
Headquarters
Mumbai, Maharashtra, India
Area served
Worldwide
Key people
Mukesh Ambani (Chairman and MD)
Products
Petroleum
Natural gas
Petrochemicals
Textiles
Retail
Telecommunications
Media
Revenue
₹430,731 crore (US$60 billion) (2018)
Operating income
₹74,184 crore (US$10 billion) (2018)
Net income
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₹36,075 crore (US$5.0 billion) (2018)
Total assets
₹816,348 crore (US$110 billion) (2018)
Owner
Mukesh Ambani (44.7%)
Number of employees
187,729 (2017)
Subsidiaries
Jio
Reliance Retail
Network 18
Reliance Petroleum
Saavn
LYF
Hathway
DEN Networks
Website
www.ril.com
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Even though the sector has reflected promising growth, the teledensity in India still remains at a
very low level compared with international Standards and thus providing tremendous
opportunity for future growth in the medium-term the industry is expected to continue to record
good subscriber growth as a result of low penetration levels,hieghted competition.a sustained fall
in minimum subscription cast and tariff that increase affordability for lower -income khodala
users,expansion of coverage area by mobile operators,and government support through scheme
such as the khodala infrastructure roll out funded by subsidies from the universal service
obligation (USO) fund. The indian telecom sector offers unprecedented opportunities in various
area’s,such as khodala telephony,4G,vertual private network,value added services,etal
nonetheless, the lack of telecom infrastructure in khodala area’s and falling ARPU of telecom
service provider’s could inhibit the future growth of the industry.
Lack of telecom infrastructure in khodala area’s could be one of the major hindrances in tapping
the huge khodala potential market,going forward.the service provider’s have to incur a huge
initial fixed cost to enter khodala service area’s .further as many rural area’s in india lack basic
infrastructure such as road and power,developing telecom infrastructure in these area’s involve
greater logistical risks and also extend the time taken to roll out telecom services.the lack of
trained personnel in the khodala area to operate and maintain the cellular infrastructure such as
towers,is also seen as a hurdle for extendings telecom services to the under penetrated khodala
area’s .
Reliance Anil Dhirubhai Ambani Group (Anil Dhirubhai Ambani Ventures Limited) is an Indian
conglomerate, headquartered in Navi Mumbai, India. The company, which was formed after
Dhirubhai Ambani's business was divided up, is headed by his younger son Anil Ambani.It has a
market capitalisation of ₹890 billion (US$12 billion) and net assets worth ₹1,800 billion
(US$25 billion).[citation needed] The Reliance Group operates in over 20,000 towns and
450,000 villages in India, and abroad.[citation needed]
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Reliance Anil Dhirubhai Ambani Group (Anil Dhirubhai Ambani Ventures Ltd)
Type
Private
Industry
Conglomerate
Predecessor
Reliance Commercial Corporation
Founded
1966; 53 years ago
Founder
Dhirubhai Ambani
Headquarters
Dhirubhai Ambani Knowledge City, Navi Mumbai, Maharashtra, India
Key people
Anil Ambani
(Chairman)
Products
Telecom, financial services, construction, entertainment, Power, health care, aviation, Defense
Revenue
US$15.4 billion (2012)[citation needed]
Operating income
US$2 billion (2012)[citation needed]
Net income
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US$3.5 billion (2012)[citation needed]
Total assets
US$43.6 billion (2016) "'" (PDF).
Number of employees
120,000 (2012)[citation needed]
Subsidiaries
Reliance Power
Reliance Communications
Reliance Infrastructure
Reliance Capital
Reliance Entertainment
Reliance Health
Reliance MediaWorks
Website
relianceadagroup.com
Reliance Group has four listed companies. Reliance Power, Reliance Communications, Reliance
Infrastructure, and Reliance Capital, with a shareholder base of over 12 million.[citation needed] The
group provides telecom, financial services, construction, entertainment, power, health care,
manufacturing, defence, aviation, and transportation services.
Main article: Dhirubhai Ambani
Reliance group was founded by Dhirubhai Ambani in 1966 as a polyester firm. Reliance later entered into
financial services, petroleum refining, power sector. By 2002 Reliance had grown into a U$15 billion
conglomerate. After the death of Dhirubhai Ambani on 6 July 2002, Reliance was headed by his sons. The
group was formed after the two brothers Mukesh Ambani and Anil Ambani, split Reliance Industries. Anil
Ambani got the responsibility of Reliance Infocomm, Reliance Energy, Reliance Capital and RNRL.
Reliance Group entered the power sector through Reliance Power, and the entertainment sector by
acquiring Adlabs. In October 2010, Reliance power placed world's largest order worth $8.29 billion to
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Shanghai Electric Group to supply power equipment based on Supercritical steam generator technology.
[4] Reliance power was the first Indian company to earn carbon credits,[citation needed] and the United
Nations registered Reliance Power’s Sasan power project is planned to earn as many as 22.5 million
credits in the next 10 years,[citation needed] under the UN Clean Development Mechanism, a greenhouse
gas market which issues tradable credits to emissions-lowering projects in developing countries. Reliance
Power has coal mines in Indonesia, and has also made major acquisitions in UK and USA[which?]. On 28
October 2017, the group launched construction of a defense production unit in Mihan-SEZ region. The
unit will be part of a joint venture between Reliance Group, led by Anil Ambani, and its JV partner
French major Dassault Aviation. The production at Mihan-SEZ will begin with components for the Rafale
warplanes and Falcon business jet produced by Dassault. It is expected to fully assemble both the aircraft
in the Nagpur unit in the coming years.
The brand ambassador of Reliance is Anushka Sharma for Reliance Communication, Abhishek Bachchan
and Sonu Nigam for Big 92.7 FM.[citation needed] Virender Sehwag was formerly the brand ambassador
for Reliance Communication, then known as Reliance Infocom.[citation needed]
Subsidiaries
Reliance Aerospace
Reliance Power
Reliance Energy
Pipavav Shipyard Reliance Naval and Engineering Limited
Reliance Aerotech
Turbofans , Gas Turbines , JV with AI Progr
Customer satisfaction
Customer satisfaction (often abbreviated as CSAT, more correctly CSat) is a term frequently used in
marketing. It is a measure of how products and services supplied by a company meet or surpass customer
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expectation. Customer satisfaction is defined as "the number of customers, or percentage of total

customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals.
The Marketing Accountability Standards Board (MASB) endorses the definitions, purposes, and
constructs of classes of measures that appear in Marketing Metrics as part of its ongoing Common
Language in Marketing Project.In a survey of nearly 200 senior marketing managers, 71 percent
responded that they found a customer satisfaction metric very useful in managing and monitoring their
businesses.
It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a
competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of business strategy.
Purpose
A business ideally is continually seeking feedback to improve customer satisfaction.
"Customer satisfaction provides a leading indicator of consumer purchase intentions and

loyalty.Customer satisfaction data are among the most frequently collected indicators of market
perceptions. Their principal use is twofold:
"Within organizations, the collection, analysis and dissemination of these data send a message about the
importance of tending to customers and ensuring that they have a positive experience with the company's
goods and services.
"Although sales or market share can indicate how well a firm is performing currently, satisfaction is
perhaps the best indicator of how likely it is that the firm’s customers will make further purchases in the
future. Much research has focused on the relationship between customer satisfaction and retention.
Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes."
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On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become return
customers and might even evangelize for the firm. (A second important metric related to satisfaction is
willingness to recommend. This metric is defined as "The percentage of surveyed customers who indicate
that they would recommend a brand to friends." When a customer is satisfied with a product, he or she
might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.)
"Individuals who rate their satisfaction level as '1,' by contrast, are unlikely to return. Further, they can
hurt the firm by making negative comments about it to prospective customers. Willingness to recommend
is a key metric relating to customer satisfaction.
Theoretical Ground
In literature antecedents of satisfaction are studied from different aspects. The considerations extend from
psychological to physical and from normative to positive aspects. However, in most of the cases the
consideration is focused on two basic constructs as customers expectations prior to purchase or use of a
product and his relative perception of the performance of that product after using it.
A customer's expectations about a product tell us how he or she anticipates how that product will perform.
As it is suggested in the literature, consumers may have various "types" of expectations when forming
opinions about a product's anticipated performance. For example, four types of expectations are identified
by Miller (1977): ideal, expected, minimum tolerable, and desirable. While, Day (1977) 6indicated among
expectations, the ones that are about the costs, the product nature, the efforts in obtaining benefits and
lastly expectations of social values. Perceived product performance is considered as an important
construct due to its ability to allow making comparisons with the expectations.
It is considered that customers judge products on a limited set of norms and attributes. Olshavsky and
Miller (1972) and Olson and Dover (1976) designed their researches as to manipulate actual product
performance, and their aim was to find out how perceived performance ratings were influenced by
expectations. These studies took out the discussions about explaining the differences between
expectations and perceived performance.
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In some research studies, scholars have been able to establish that customer satisfaction has a strong
emotional, i.e., affective, component.Still others show that the cognitive and affective components of
customer satisfaction reciprocally influence each other over time to determine overall satisfaction.
Especially for durable goods that are consumed over time, there is value to taking a dynamic perspective
on customer satisfaction. Within a dynamic perspective, customer satisfaction can evolve over time as
customers repeatedly use a product or interact with a service. The satisfaction experienced with each
interaction (transactional satisfaction) can influence the overall, cumulative satisfaction. Scholars showed
that it is not just overall customer satisfaction, but also customer loyalty that evolves over time.
The Disconfirmation Model
"The Disconfirmation Model is based on the comparison of customers’ [expectations] and their [perceived
performance] ratings. Specifically, an individual’s expectations are confirmed when a product performs as
expected. It is negatively confirmed when a product performs more poorly than expected. The
disconfirmation is positive when a product performs over the expectations(Churchill & Suprenant 1982).
There are four constructs to describe the traditional disconfirmation paradigm mentioned as expectations,
performance, disconfirmation and satisfaction." "Satisfaction is considered as an outcome of purchase
and use, resulting from the buyers’ comparison of expected rewards and incurred costs of the purchase in
relation to the anticipated consequences. In operation, satisfaction is somehow similar to attitude as it can
be evaluated as the sum of satisfactions with some features of a product.In the literature, cognitive and
affective models of satisfaction are also developed and considered as alternatives(Pfaff, 1977). Churchill
and Suprenant in 1982, evaluated various studies in the literature and formed an overview of
Disconfirmation process in the following figure:
Construction
Organizations need to retain existing customers while targeting non-customers.[8] Measuring customer
satisfaction provides an indication of how successful the organization is at providing products and/or
services to the marketplace.
"Customer satisfaction is measured at the individual level, but it is almost always reported at an aggregate
level. It can be, and often is, measured along various dimensions. A hotel, for example, might ask
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customers to rate their experience with its front desk and check-in service, with the room, with the
amenities in the room, with the restaurants, and so on. Additionally, in a holistic sense, the hotel might ask
about overall satisfaction 'with your stay.
As research on consumption experiences grows, evidence suggests that consumers purchase goods and
services for a combination of two types of benefits: hedonic and utilitarian. Hedonic benefits are
associated with the sensory and experiential attributes of the product. Utilitarian benefits of a product are
associated with the more instrumental and functional attributes of the product (Batra and Athola 1990).
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service. The state of
satisfaction depends on a number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary
depending on other options the customer may have and other products against which the customer can
compare the organization's products.
Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis
for the measurement of customer satisfaction with a service by using the gap between the customer's
expectation of performance and their perceived experience of performance. This provides the measurer
with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor
propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman,
Zeithaml and Berry as two different measures (perception and expectation of performance) into a single
measurement of performance according to expectation.
The usual measures of customer satisfaction involve a survey using a Likert scale. The customer is asked
to evaluate each statement in terms of their perceptions and expectations of performance of the
organization being measured.
Good quality measures need to have high satisfaction loadings, good reliability, and low error variances.
In an empirical study comparing commonly used satisfaction measures it was found that two multi-item
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semantic differential scales performed best across both hedonic and utilitarian service consumption
contexts. A study by Wirtz & Lee (2003), found that a six-item 7-point semantic differential scale (for
example, Oliver and Swan 1983), which is a six-item 7-point bipolar scale, consistently performed best
across both hedonic and utilitarian services. It loaded most highly on satisfaction, had the highest item
reliability, and had by far the lowest error variance across both studies. In the study, the six items asked
respondents’ evaluation of their most recent experience with ATM services and ice cream restaurant,
along seven points within these six items: “pleased me to displeased me”, “contented with to disgusted
with”, “very satisfied with to very dissatisfied with”, “did a good job for me to did a poor job for me”,
“wise choice to poor choice” and “happy with to unhappy with”. A semantic differential (4 items) scale
(e.g., Eroglu and Machleit 1990), which is a four-item 7-point bipolar scale, was the second best
performing measure, which was again consistent across both contexts. In the study, respondents were
asked to evaluate their experience with both products, along seven
Methodologies
American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction. Academic
research has shown that the national ACSI score is a strong predictor of Gross Domestic Product (GDP)
growth, and an even stronger predictor of Personal Consumption Expenditure (PCE) growth. On the
microeconomic level, academic studies have shown that ACSI data is related to a firm's financial
performance in terms of return on investment (ROI), sales, long-term firm value (Tobin's q), cash flow,
cash flow volatility, human capital performance, portfolio returns, debt financing, risk, and consumer
spending. Increasing ACSI scores have been shown to predict loyalty, word-of-mouth recommendations,
and purchase behavior. The ACSI measures customer satisfaction annually for more than 200 companies
in 43 industries and 10 economic sectors. In addition to quarterly reports, the ACSI methodology can be
applied to private sector companies and government agencies in order to improve loyalty and purchase
intent.
The Kano model is a theory of product development and customer satisfaction developed in the 1980s by
Professor Noriaki Kano that classifies customer preferences into five categories: Attractive, One-
Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the product
attributes which are perceived to be important to customers.
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SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-
satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer) to indicate the gap
between customer expectations and experience.
J.D. Power and Associates provides another measure of customer satisfaction, known for its top-box
approach and automotive industry rankings. J.D. Power and Associates' marketing research consists
primarily of consumer surveys and is publicly known for the value of its product awards.
Other research and consulting firms have customer satisfaction solutions as well. These include A.T.
Kearney's Customer Satisfaction Audit process, which incorporates the Stages of Excellence framework
and which helps define a company’s status against eight critically identified dimensions.
For B2B customer satisfaction surveys, where there is a small customer base, a high response rate to the
survey is desirable.] The American Customer Satisfaction Index (2012) found that response rates for
paper-based surveys were around 10% and the response rates for e-surveys (web, wap and e-mail) were
averaging Methodologies.
American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction. Academic
research has shown that the national ACSI score is a strong predictor of Gross Domestic Product (GDP)
growth, and an even stronger predictor of Personal Consumption Expenditure (PCE) growth.On the
microeconomic level, academic studies have shown that ACSI data is related to a firm's financial
performance in terms of return on investment (ROI), sales, long-term firm value (Tobin's q), cash flow,
cash flow volatility, human capital performance, portfolio returns, debt financing, risk, and consumer
spending. Increasing ACSI scores have been shown to predict loyalty, word-of-mouth recommendations,
and purchase behavior. The ACSI measures customer satisfaction annually for more than 200 companies
in 43 industries and 10 economic sectors. In addition to quarterly reports, the ACSI methodology can be
applied to private sector companies and government agencies in order to improve loyalty and purchase
intent.
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The Kano model is a theory of product development and customer satisfaction developed in the 1980s by
Professor Noriaki Kano that classifies customer preferences into five categories: Attractive, One-
Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the product
attributes which are perceived to be important to customers.
SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-
satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer) to indicate the gap
between customer expectations and experience.
J.D. Power and Associates provides another measure of customer satisfaction, known for its top-box
approach and automotive industry rankings. J.D. Power and Associates' marketing research consists
primarily of consumer surveys and is publicly known for the value of its product awards.
Other research and consulting firms have customer satisfaction solutions as well. These include A.T.
Kearney's Customer Satisfaction Audit process, which incorporates the Stages of Excellence framework
and which helps define a company’s status against eight critically identified dimensions.
For B2B customer satisfaction surveys, where there is a small customer base, a high response rate to the
survey is desirable. The American Customer Satisfaction Index (2012) found that response rates for
paper-based surveys were around 10% and the response rates for e-surveys (web, wap and e-mail) were
averaging between 5% and 15% - which can only provide a straw poll of the customers' opinions.
In the European Union member states, many methods for measuring impact and satisfaction of e-
government services are in use, which the eGovMoNet project sought to compare and harmonize.
These customer satisfaction methodologies have not been independently audited by the Marketing
Accountability Standards Board (MASB) according to MMAP (Marketing Metric Audit Protocol).
25

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Recently there has been a growing interest in predicting customer satisfaction using big data and machine
learning methods (with behavioral and demographic features as predictors) to take targeted preventive
actions aimed at avoiding churn, complaints and dissatisfaction[ 5% and 15% - which can only provide a
straw poll of the customers' opinions.
In the European Union member states, many methods for measuring impact and satisfaction of e-
government services are in use, which the eGovMoNet project sought to compare and harmonize.
These customer satisfaction methodologies have not been independently audited by the Marketing
Accountability Standards Board (MASB) according to MMAP (Marketing Metric Audit Protocol).
H&!bbn
Recently there has been a growing interest in predicting customer satisfaction using big data and machine
learning methods (with behavioral and demographic features as predictors) to take targeted preventive
actions aimed at avoiding churn, complaints and dissatisfaction.
26

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RESEARCH
METHODOLOGY
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OBJECTIVE OF THE STUDY
1:-To know about the satisfaction level of people in khodala areas with the respect of
jio company.
2:-To find out which sales promotional tools will increase the sales.
3:-To find out how brand Ambassador can influence sales promotion.
4:-To find out market share in research area.
5:-To know the what future will attract the customer.
6:-To know the market trends.
7:-To understand customer satisfaction in khodala areas.
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2.2:- SCOPE OF THE STUDY
 This study covers customers about Reliance Jio in the areas of KHODALA.
 The stady makes effort to ascertain the satisfaction level of customer of Reliance Jio
through survey so that Company would bbe able to come up to expectation level of its
customer.
 The company can come up to the expectation only by finding out the problem that
customer are facing during their purchase of Reliance Jio products.
 The subject has been taken for the research as it plays key role in the success of telecom
sector.
 No company can think of selling their product without having satisfied customer.
 No company can survive in long run without coming up to satisfaction level of customer.
 It is the level of satisfaction that is link between end – user and company.As long as the
company is able to satisfy its customer,customer would remain in the bracket of loyal
customer.Hence it is very essential to understand the customer and to measure the
satisfection level time to time as there is always scope of improvement.
 The research will also be beneficial in analyzing the overall market position of the
company and measures which should be adopted by the Reliance jio to increase their
market share in the region of KHODALA areas.
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2.3:- LIMITATION OF THE STUDY
 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 provide me with information.
 The behavior of the customer is unpredictable may result in the lack of accuracy in the
data.
 As the sample size of the survey was so small and comprise of only 100 customers,the
results may have some prone the errors.
 Study accuracy totally based upon the respondent response.
 Stipulated short span of time for survey.
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2.4:- SAMPLE SIZE
Sample size refers to the numbers of respondents researcher have selected for
the survey.
Sampling Teqnique:-
The sample design provides information and Final sample size. I used conveyed
convenient sampling surveyed in research.
Sampling Area :-
While conducting sample, I went many places of KHODALA areas.
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DATA COLLECTION
I have used questionnaire as the research instrument to conduct the market survey. The
questionnaire consist closed ended questions design in such a way that it should gather maximum
information possible.
The questionnaire was a combination of 20 questions. It choices are given it is easier for
the respondent from the choices rather they think and replay also it takes lesser time. Because the
keep or responding and one has tick mark the right choice accordingly.
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DATA ANALYSIS INTERPRETATION

AND PRESENTATION
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4.1 DATA ANALYSIS INTERPRETATION AND PRESENTATION
1. Do you have mobile phone?

A) Yes. B) No
MOBILE % OF RESPONDENTS NO. OF RESPONDANTS

USERS
YES 100% 300
NO 0% 0
MOBILE USERS
YES
NO
INTERPRETATION
100% Respondents are mobile users
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2. Which Operator service do you use?

A) Airtel B) Vodafone C) idea D) Reliance JiO
Operator user % of respondets No.of respondents

Airtel 30% 90
Reliance jio 23.33% 80
Idea 20% 60
Vodafone 26.66% 70
Sales
airtel
reliance jio
idea
vodafone
INTERPRETATION
 30% of respondents are airtel users

 23.33%of respondents are reliance jio users
 20% of respondents are idea users
 26.66% of respondents are Vodafone users
3. Are you aware about Reliance Jio?

A) Yes . B) No
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Awarness % of respondets No.of respondents

Yes 93.33% 280
No 6.66% 20
Sales
Yes
No
INERPETATION
 93.33% of respondents are aware about reliance jio

 6.66% of respondents are not aware about reliance jio
4. What is your average monthly expenditure on mobile (inRs.)

A) 100-200. B) 200-300. C) 300-400. D) Above 500
Expenditure in Rs. % of respondents No.of respondents
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Rs 100-Rs 200 35.71% 100

Rs 200-Rs300 32.14% 90
Rs 300-Rs400 28.57% 80
Above Rs 500 10.71% 30
Sales
Rs 100-Rs200
Rs 200-Rs300
Rs 300-Rs400
Above Rs 500
ENTERPRETATION
 35.71% of respondents are monthly expenditure on mobile

5. From which source you come to know about Reliance Jio?
A) Newspaper. B) Advertisements
C) Mouth Publicity D) Hordings
Sources % of Respondents No.of Respondents

Newspaper 32.14% 90
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Advertisement 21.42% 60
Mouth publicity 28.57% 80
Hoardings 17.85% 50
Sales
Newspaper
Advertisement
Mouth publicity
Hoardings
INTERPRETATION
 32.14% of respondents are know by Newspaper

 21.42% of respondents are know byAdvertisement
 28.57% of respondents are Mouth Publicity
 17.85% of respondents are Hoarding
6. Since how long you are using Reliance Jio services?

A) Less than one month B) 2-3months C) 4-5month D) non user’s
Users %of Respondents No.of Respondents

Less than one months 42.85% 30
2-3 months 35.71% 25
4-5 months 14.28% 15
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Non users 0% 0
Sales
less than one months

2-3 months
4-5 months
Non Users
INTERPRETATION
 42.85%of respondents are user of less than one months

 35.71% of respondents are user of 2-3 months
 0% of respondents are Non users
7) Which feature of reliance jio convinced you to use this?
A) connectivity. B) scheme. C) Advertisement. D) Goodwill
Convincing factor % of respondents No. of Respondents

Connectivity 21.42% 15
Scheme 57.14% 40
Advertisements 14.28% 10
Goodwill 7.14% 5
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Sales
Connectivity
Scheme
Advertisement
Goodwill
INTERPRETATION
 21.42%of respondents are convinced with connectivity

 57.14% of respondents are convinced with Scheme
 14.28% of respondents are convinced with Advertisement
 7.14% of respondents are convinced with Goodwill
8) Which service do you like most while using the reliance jio service ?
A) Data services. B) Call Rate.
C) Network Coverage. D) Value Added Services
Services %of Respondents No.of Respondents

Data services 50% 35
Call rate 28.57% 20
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Network Coverage 14.28% 10

Value added services 7.14% 5
Sales
Data Services
Call Rate
Network Coverage
Value Added Services
INTERPRETATION
 50% of respondents are in favour of Data services

 28.57% of respondents are in favour of Call Rate
 14.28% of respondents are in favour of Network Coverage
 7.14% of respondents are in favour of Value Added Services
9) Why did you choose this service provider ?
A) Unlimited Calling Services
B) Unlimited Data Services
C) Unlimited SMS Services
D) All Services
Choose The Service % of Respondents No.of Respondents

Unlimited Calling 14.28% 10
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Services
Unlimited Data Services 35.71% 25
Unlimited SMS Services 7.14% 5
All Services 42.85% 30
Sales
Unlimited calling service

Unlimited data service
Unlimited SMS service
Alcel servi
INTERPRETATION
 14.28% respondents are choosen to unlimited calling service

 35.71% respondents are choosen to unlimited Data service
 7.14% respondents are choosen to unlimited SMS service
 42.85% respondents are choosen to All service
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10) Do you call at customer care?
A) Yes. B) No
Respondents % of Respondents No.of Respondents

Yes 100% 70
No 0% 0
Sales
Yes
No
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11) If yes how often you call at customer care?
A) Daily. B) Once Week C) Once In Months D) Rarely
Customer Call % of Respondents No.of Respondents

Daily 28.57% 30
Once Week 50% 35
Once In Months 14.28% 10
Rarely 7.14% 5
Sales
Daily
Once in week
nce in months
Rarely
INTERPRETATION
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 28.57% of respondents are made call customer care Daily

 50% of respondents are made call customer care Weekly
 14.28 of respondents are made call customer care Monthly
 7.14% of respondents are made call customer care Rarely
12) For what reason do you call customer care? .
A) Value Added Services B) Information Regarding New Scheme
C) Complaints. D) Other Queries
Reason % of Respondents No. of Respondents

Value added services 21.42% 15
Scheme 57.14% 40
Complaints 7.14% 5
Queries 14.28% 10
Sales
Value Added services

Scheme
Complaints
Queries
INTERPRETATION
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 21.42% of respondents are made call for value added services

 57.14% of respondents are made call for New Scheme
 7.14% of respondents are made call for Complaints
 14.28% of respondents are made call for Other Queries
13) Are you satisfied with reliance Jio services?
A) Yes. B) No
Satisfaction level % of respondents No.of respondents

Yes 71.42% 50
No 28.57% 20
Sales
Yes
No
INTERPRETATION
 71.42%of respondents are Satisfied
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 28.57%of Respondents are Not Satisfied
14) What should be improved in reliance jio services ?
A) Improve In Network Coverage B) Remove Calling Congestion
C) Upgrade In Android Version. D) Others
Improvement % of Respondents No.of Respondents

Improve In Network 9% 10
Coverage
Remove Calling 8% 7
Congestion
Upgrade In Android 2% 3
Version
Others 1% 2
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Sales
Imrove In Network Coverage

Remove Calling Congestion
Upgrade In Android Version
Others
INTERPRETATION
 9% of Respondents are dissatisfied with poor network coverage

 8% of Respondents are dissatisfied with Call Drop
 2% of Respondents are dissatisfied with Old Version
 1% of Respondents are dissatisfied Others
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15) Would You like to recommend others?
A) Yes. B) No
Recommendation % of Respondents No.of Respondents

Yes 85.14% 60
No 14.28% 10
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Sales
Yes
No
INTERPRETATION
 85.14 % of Respondents are recommended others

 14.28% of respondents are Not recommended others
Rate the following Reliance Jio services on basis of your satisfaction?
Services Excellent Very Good Fairly Average Poor

Good
Network
coverge
Data
Service
Calling
Service
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Value
added
Service
Customer
care
New
Schemes
and offers
FINDINGS
 100% Respondents are mobile users
 30% of respondents are airtel users

 23.33%of respondents are reliance jio users
 20% of respondents are idea users
 26.66% of respondents are Vodafone users
 93.33% of respondents are aware about reliance jio
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 6.66% of respondents are not aware about reliance jio

 32.14% of respondents are know by Newspaper

 21.42% of respondents are know byAdvertisement
 28.57% of respondents are Mouth Publicity
 17.85% of respondents are Hoarding
 42.85%of respondents are user of less than one months

 0% of respondents are Non users
 21.42%of respondents are convinced with connectivity

 57.14% of respondents are convinced with Scheme
 14.28% of respondents are convinced with Advertisement
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 7.14% of respondents are convinced with Goodwill
 50% of respondents are in favour of Data services

 28.57% of respondents are in favour of Call Rate
 14.28% of respondents are in favour of Network Coverage
 7.14% of respondents are in favour of Value Added Services
 14.28% respondents are choosen to unlimited calling service

 35.71% respondents are choosen to unlimited Data service
 7.14% respondents are choosen to unlimited SMS service
 42.85% respondents are choosen to All service
 28.57% of respondents are made call customer care Daily

 50% of respondents are made call customer care Weekly
 14.28 of respondents are made call customer care Monthly
 7.14% of respondents are made call customer care Rarely
 21.42% of respondents are made call for value added services

 57.14% of respondents are made call for New Scheme
 7.14% of respondents are made call for Complaints
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 14.28% of respondents are made call for Other Queries
 71.42%of respondents are Satisfied

 28.57%of Respondents are Not Satisfied
 9% of Respondents are dissatisfied with poor network coverage

 8% of Respondents are dissatisfied with Call Drop
 2% of Respondents are dissatisfied with Old Version
 1% of Respondents are dissatisfied Others

 85.14 % of Respondents are recommended others
 14.28% of respondents are Not recommended others
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CONCLUSION
 Reliance jio has become a very successful brand in India and providing
customer satisfaction is to be there Main motive.It provide unlimited free
calling and data Service and SMS on the move as people are more dependent
on in their daily lives like wide network coverage and 3G services way
unable to meet out customer need and wants.thats why 4G has been evolved
for indian customers.
 Reliance jio possesses congestion free and wide network coverage attractive
4G scheme and customer services as well as lifetime roaming free service.
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 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 and wide network,attractive 4G scheme and customer
services to cover one of the widest areas.
From the details it can be concluded that……..% of Reliance jio users
preferd to remain with reliance jio and fully satisfied. Also good number or
customer who are willing to switch from their respective subscribers should
interest in reliance jio. Reliance jio is capturing the wide area of Indian
markets increasingly day by day.Hence,thes statistics imply a bright future
for the company. It can be said that in near future, the company will be
becoming in the telecom industry.
SUGGESTIONS
 In today’s era the Reliance jio must focus on khadala areas to get the people
attention and gather the khodala areas people interest. Because most of
people are not having the knowledge about Reliance jio.
 Spread out the awareness about Reliance jio in deep khodala areas.
 Replenish the product on Retailers shop on right time, when it is lacking.
 Remove (exterminate) the problem of calling congestion and call drops.
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 Make the advertisement of Reliance jio by putting hoardings, boards, posters

and neon (electric) sign board in every khodala area’s, It should be
highlighted punch line “LYF DEKHO LYF JAISI”.
 Get the feedback from existing customers about Reliance jio and take the
reference for making new customer’s .
 We should try building a good relationship with all retailers, prices,
recognition and honor on several occasion for our retailers would help a cot.
 The customer care people and also employee’s in Reliance jio should try to
convey brand Reliance jio while taking to people.
 Enhance the market penetration and shares in every market and give the high
compilation to others company.
BIBLIOGRAPHY
Reffered Books :-
 Research Methodology :-C. R. Kothari

 Market Research :-D. D. Sharma
 Principle Of Marketing :- philip Kottler
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 Books and Magazines on mobile Communication.
Articles :-
 Mukesh ambani’s son Akash ambani joins Reliance

industries;begins at telecom Reliance jio, the Economic
Times.
 Reliance jio infocomm launches 4G services for
employees,The Economic Times,December
27,2015,retrieved December 29,2015.
 Reliance Industries buys 95% stake in IBnfotel Broadband
for Rs. 4,800cr. The Economic Times Business line.
 Reliance jio employees to get freebies discount on 4G
services,Gudgets 360 NDTV. December 25,2015,retrieved
December 29,2015.
 Reliance to launch jio by Dec, set to kick of pricing war,
Business standard.
Websites:-
 Www.Jio.com
 Www.MYLYF.com
 Www.google.com
 Www.wickipedia.co
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ANNEXURE
NAME :-
AGE :-
SEX :-
OCCUPATION :-
MOBILE NO. :-
ADDRESS :--
Questionnaire :-
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1. Do you have a mobile phone?
A) Yes. B) No
2. Which operators service do you use?
A)Airtel. B) Vodafone. C) Idea D) Reliance jio
3. Are you aware about Reliance jio?
A)Yes. B) No
4. What is your average monthly expenditure on mobile (in Rs)
A) Rs-100-Rs-200
B) Rs200-Rs300
C) Rs300-Rs400
D) Above Rs500
5. From which source you come to know about Reliance jio?
A) Newspaper B) Advertisements. C) mouth publicity D) Hoardings
6) Since how long you are using Reliance. jio services?
A) less than one month B) 2-3 months C) 4-5 months D) Non users
7) Which feature of reliance jio convinced you to use this?
A) connectivity B) scheme C) Advertisement D) Goodwill
8) Which service do you like most while using the reliance jio services?
A) data services B) call rate c) network coverage D) Value added services
9) Why did you choose this service provider?
A) unlimited calling B) unlimited data services C) unlimited sms services D) all services
10) Do you call customer care?
A) Yes. B) No
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11) If yes,how often you call at customer care?
A) daily B) Once a week C) once a months D) Rarely
12) For what reason do you call customer care?
A) Value added services B) Information regarding new scheme C) complaints D) other

queries
13)Are you satisfied with reliance jio services?
A) Yes B) No
14) What should be improved in reliance jio services?
A) Improve in network coverage
B) Remove calling congestion
C) upgrade in android version
D) others
15) Would you like to recommend others?
A) yes. B) No
61

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VI JU Customer Satisfaction Towards Reliance JIO Campany

Marketing (University of Mumbai)

StuDocu is not sponsored or endorsed by any college or university

EXCELSSIOR EDUCATION SOCIETY’S

Mr. JOSHI VIJENDRA GANPAT

Under the guidance of

Semester III & Specialization : MARKETING

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EXCELSSIOR EDUCATION SOCIETY’S

This is to certify that Mr. JOSHI VIJENDRA GANPAT a student of Class:

Name of the Project Guide: Prof. PRASHANT MISHRA

Signature of the Project Guide:

Signature Institutes Seal:

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I hereby declare that the project titled “CUSTOMER SATISFACTION

Name of Student: Mr. JOSHI VIJENDRA GANPAT.

Signature of the Student:

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I am indebted to my project guide Prof. PRASHANT MISHRA for helping

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2. INTRODUCTION TO THE TOPIC 7-8

3.  Historical background 10-11

 Brief profile of the study area. 12-26

Sample size and data collection 31-32

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Reliance jio infocomm Limited, doing business as jio, is a LTE moble

network operator in india. It is a wholly owned subsidiary in Mumabi, that

management is fully satisfied with aim to find of service

telecom sector reform through selective privatization and managed competition in

different segments of the telecom market. The Indian telecommunications industry

second largest telecom market globally.

Downloaded by Santosh Tamta (santoshtamta35@gmail.com)

Downloaded by Santosh Tamta (santoshtamta35@gmail.com)

The Cellular telephone (commonly "mobile phone" or "cell phone" or

Downloaded by Santosh Tamta (santoshtamta35@gmail.com)

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BRIEF PROFILE OF THE STUDY AREA

Reliance Industries Limited (RIL) is an Indian conglomerate holding company headquartered in

Reliance Industries Limited

BSE SENSEX Constituent

CNX Nifty Constituent

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Reliance Commercial Corporation

1977; 42 years ago

Mumbai, Maharashtra, India

Mukesh Ambani (Chairman and MD)

₹430,731 crore (US$60 billion) (2018)

₹74,184 crore (US$10 billion) (2018)

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₹36,075 crore (US$5.0 billion) (2018)

₹816,348 crore (US$110 billion) (2018)

Mukesh Ambani (44.7%)

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Downloaded by Santosh Tamta (santoshtamta35@gmail.com)

Reliance Commercial Corporation

1966; 53 years ago

Dhirubhai Ambani Knowledge City, Navi Mumbai, Maharashtra, India

US$15.4 billion (2012)[citation needed]

US$2 billion (2012)[citation needed]