Project Work report on

“A study on Consumer behaviour towards services provided by

Telecom industry in India”
(With reference to Reliance Jio)

BY
Puja Mondal
Roll NO: 20MTTXX

Submitted to

RAJASTHAN TECHNICAL UNIVERSITY

In partial fulfilment of requirement for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION (MBA)

Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE

NAME: NAME:
DESIGNATION: DESIGNATION:

DEPARTMENT OF MBA
 CERTIFICATE

9th April 2021

To whom it may concern

This is to certify that Mr. Mridul Maheshwari from IPS Business School has
successfully completed his Internship in Recruitment from 10th Feb 2021 to
10th April 2021 deputed on Reliance Jio Infocomm Limited project.

During his association with us, his conduct and zeal to learn was found
excellent.

We Wish him all the best for his future endeavours!!

 CERTIFICATE

This is to certify that Puja Mondal bearing Roll No. 20MTTXX is a bonafide
student of Master of Business Administration course of the Institute 2020-22
affiliated to Rajasthan Technical University, Kota.
Project Work report on “A study on Consumer behaviour towards
services provided by Telecom industry in India.” is prepared by him
under the guidance of Dr. Ashish Sharma in partial fulfilment of the
requirements for the award of the degree of Master of Business Administration
of Rajasthan Technical University, Kota, Rajasthan.

Signature of Internal guide Signature of HOD

Signature of Principal
 DECLARATION

I, Mridul Maheshwari, hereby declare that the Project Work report entitled “A
study on Consumer behaviour towards services provided by
Telecom industry in India.” With reference to “Tirupati group of
Technical Education, Jaipur” prepare by me under the guidance of Dr. Ashish
Sharma Sir, faculty of M.B.A Department,
And external assistance by
I also declare that this Project work is towards the partial fulfilment of the
university regulations for the award of degree of Master of Business
Administration by Rajasthan Technical University, Kota.
I further declare that this Project is based on the original study undertaken by
me and has not been submitted for the award of any degree/diploma from any
other University.

Place: Signature of the student

Date:
 Acknowledgement

To complete this thesis work, I have taken plenty of support from many people
and organization. I owe a lot to them.
First of all, I express my sincere and heartfelt gratitude to my research professor
and guide.
I deeply acknowledge with thanks- His Excellency beloved to college their
gesture and permission to conduct this research.
Any successful work is always a product of many hands coming together in co-
operation and assistance.
This work is no different. A number of people are directly or indirectly plays a
vital role for accomplishment of this work. The gratitude and suggestion were
highly helpful to me.
Above all, I thanks the almighty, who showered me his grace to materialise my
long cherished desired in the form of this work piece.
 Table of Contents

Chapter 1. Introduction
Chapter 2. Industry and Company Profile
Chapter 3. Theoretical Background of the Study
Chapter 4. Data Analysis and Interpretation
Chapter 5. Summary of Results and Findings
Chapter 6. Conclusions and Directions for future work
 Executive Summary
The project assigned to me by the company was to understand
the customer’s satisfaction level towards services provided by
Reliance Jio, Jaipur. This comprehensive report discussion of
the major aspect of the consumer’s satisfaction towards
servicing provided at Jaipur.

In this report, you will find the consumer’s different aspects and
factors, which they are using the services provided by Reliance
Jio Infocom. This report also attempts to shed light on some of
the reasons why more and more consumers are using the service.

To understand better the consumer’s satisfaction levels, a survey

was conducted on the different backgrounds of the people who
are using the services provided by Reliance Jio. The survey
included a questionnaire that asked the students some specific
questions, whose answers were then recorded. This survey forms
the analysis part of my research. It gives an insight into the
customer’s satisfaction level towards services provided by
Reliance Jio, Jaipur.

The study helps to understand the current scenario of the

company in all aspects at the time of using the services. This
report also covers the significant role of channel partners, who
are helping to get the consumers as well as helps in increasing
the sales revenue of the company.

In the duration of the project, the analyses had it made it clear

that the consumer’s satisfaction level towards service provided
by Reliance Jio is very important in every aspect. There were
some problems also in the job of store management.

In the end, the findings, conclusions, and recommendations

based on the research are given. And while being close to the
conclusion of the project, the inferences drawn from the
analyses provided a good picture about the student satisfaction
towards service provided by Reliance Jio Infocom.
The main objective of this project is to study the awareness of Reliance Jio
amongst the customers compared to other telecom service providers. The
satisfaction of customers is very important and with various products and
services offered by the company its customers seem to be meaningless if it's
not beneficiary to the customer from their end, so the second objective of
this research is to study customer satisfaction level of customers towards
Reliance Jio and its services. To achieve success in the long run a company
needs a thorough study of its SWOT analysis (Strength, Weakness,
Opportunities, and Threats). So the third objective of this research is to find
the market potential and market penetration of Reliance Jio products and
services.
To study the objectives discussed two types of sources were used to collect
the data: - Primary and Secondary data. Primary data is also called “First-
hand data” or “Raw data”. The primary data primarily means the unfiltered
raw data collected by the researcher in the research process. In this project
for the primary data, a sample of 100 people was surveyed. This research
was an Exploratory Research Design. The research conducted to get more
insight into the problem and understand its nature or to create new ideas or
various possible solutions is called “EXPLORATORY RESEARCH”. The
method of sampling was
“SIMPLE RANDOM SAMPLING”. This is a primary probability sampling
design that gives each element each chance of being included in the desired
size, equally likely, selects a simple random sample. The secondary data
was collected from the internet.

The findings of the research indicate that the majority population today
relies upon Reliance Jio for communicating with each other. Even though
they use other telecom companies such as Airtel, Vodafone, or Idea but
still they use a Jio sim card. Also, we get to know that in the sample unit,
Jio holds maximum customers compared to other telecom companies.
Since Jio is new to the telecom market compared to the other companies‟,
it faces some frequent complaints such as a poor network at times and poor
reach in the remote corners of the country.

Chapter 1
 Introduction

Introduction of telecom industry:

India is currently the world’s second-largest telecommunications market and
has registered strong growth in the past decade and a half. The Indian mobile
economy is growing rapidly and will contribute substantially to India’s Gross
Domestic Product (GDP), according to a report prepared by GSM Association
(GSMA) in collaboration with the Boston Consulting Group (BCG).
The liberal and reformist policies of the Government of India have been
instrumental along with strong consumer demand in the rapid growth in the
Indian telecom sector.
The government has enabled easy market access to telecom equipment and a
fair and proactive regulatory framework that has ensured the availability of
telecom services to consumers at affordable prices. The deregulation of Foreign
Direct Investment(FDI) norms has made the sector one of the fastest growing
and a top-five employment opportunity generator in the country.

The Indian telecom sector is expected to generate four million direct and
indirect jobs over the next five years according to estimates by Randstad India.
The employment opportunities are expected to be created due to a combination
of the government’s efforts to increase penetration in rural areas and the rapid
increase in smartphone sales and rising internet usage.
International Data Corporation (IDC) predicts India to overtake the US as the
second-largest smartphone market globally by 2017 and to maintain a high
growth rate over the next few years as people switch to smartphones and
gradually upgrade to 4G.

After the globalization of the Indian economy in 1991, the telecommunication

sector remained one of the most happening sectors in India. The recent years
witnessed rapid and dramatic changes in the field of telecommunications. In the
last few years more companies both foreign and domestic, come into cellular
service, service market offers a large number of services to people.
A consumer may be referred to anyone engaged in evaluating, acquiring, using,
or disposing of services that 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 customers‟
convenience rather than his own. Therefore, a marketer must know more about
the consumers, so that the products can be produced in such a fashion to give
satisfaction to the consumers.
In the year of 1989, the number of cell phone users in India was zero. In the
year 1999, the number of cell phone users went up to 13 lacs. In the year 2000
the number of cell phone users raised to a 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 tele density has increased to 81.82% as of 30 November 2015, and the
total number of telephone users (mobile and landline) has reached 1009.46
million as of May 2015.
Now telephone number of the subscriber (mobile and landline) is
1058.01bmillion (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.

I started my internship as a salesperson. My primary job was available in the

store and handling the store operations, for example, selling the new sim cards,
providing the information about the products and plans, handling the quarries,
and reporting to the area sales manager about the stock. Every week I should
report to the head office about the selling and available stock of products. I
should collect the information about the stocks availability and deliver the
required stock of products. During the summer internship period, I got a chance
to attend a seminar about sales promotion and customer satisfaction in Jaipur. I
used to send daily sales reports to our area sales manager. I used to coordinate
with top and middle-level management.

The basic problem of this particular research to be conducted is, customer

satisfaction after using Jio, this research is carried out mainly to focus on the
existing customer and their satisfaction. The service industry is a large chunk so
we cannot give 100 percent assurance to the service we provide all the time. To
rectify the minor problems which may happen after the purchase, these things
are being critically analyzed with the help of the questionnaire.

Objectives of research problem:

• To understand the Satisfaction level of the customer using Reliance Jio
• To determine the future expectation towards services provided by Reliance Jio.
• To analyze demographic factors of Reliance Jio users.
• To determine the performance of the services provided by Reliance Jio.

Scope of the study:

This is an initiative to connect with people who are related to the organization
i.e. Customers. The organization had difficulties connecting with the people
related to the problems which the clients face so the research is based on the
satisfaction level of the customers and their feedback being recorded for the
improvement of the service and the company.

Significance of the study:

This study is conducted to analyze the effectiveness of customer satisfaction
concerning Cluster Sampling. A study like this can attempt to guide the plan for
the organization which will lead to the growth of the company and the increase
of market share.

WIRELESS SEGMENT DOMINATES THE MARKET

India’s telephone subscriber base reached 1022.61 million in September 2016.
The wireless segment (97.46 percent of total telephone subscriptions) dominates
the market, while the wireline segment accounts for the rest. Urban regions
account for 58.58 percent of telecom subscriptions, while rural areas
constitute the remaining.
STRONG POLICY SUPPORT CRUCIAL TO THE SECTOR’S
DEVELOPMENT
 LITERATURE REVIEW

1. 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.

2. 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
method. 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.
3. 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.
 Chapter 2
Industry and Company Profile

Reliance Jio Infocom Limited is LTE mobile network operator in India. It is a

wholly-owned subsidiary company of Reliance Industries. The headquarter of
Reliance Jio is in Navi Mumbai, Maharashtra. Jio provides a wireless 4G LTE
service network (without 2G/3G- based services) and this is the only ‘VoLTE’
(Voice over LTE) operation in the country.

The services were first beta-launched to Jio’s partners and employees on 27th
December 2015, on the eve of the 83rd birth anniversary of late Dhoruba
Ambani, the founder of Reliance industries. In addition, the services were
commercially launched on 5th September 2016.

After a month of being commercially launched, Jio announced that it acquired

16 million subscribers. This is the fastest ramp-up by any mobile network
anywhere in the world. Jio crossed 50 million connections after 83 days of
being launched.
On 22nd February 2016, it crossed around 100 million connections.

Vision: Reliance Jio's vision for India: Broadband will no longer be a luxury.

Mission: to realize digital India vision, ensure Indians have the highest quality
and quantity data access at majority affordable prices.

Operations: Jio owns a spectrum of over 22 cities and a total of 2,300 MHz
Pan India. It is valid until 2035.

Technology: Jio provides a wireless 4G LTE service network (without

2G/3Gbased services) and this is the only ‘VoLTE’ (Voice over LTE) operation
in the country.

Products of Jio:

LYF smartphones
LYF is Reliance Retail's brand of
smartphones that was launched in India in
2016 and now these phones are available
with free Reliance Jio SIM and its preview
offer. LYF phones come preloaded with
Reliance Jio apps like my Jio, Jio express
news, Jio chat, Joined Hotspot, and others.
All LYF smartphones launched as of
2016 run Google's Android operating
system. The company launched
smartphones under four sub-brands - Earth,
Water, Wind, and Flame. LYF’s latest
mobile launch is the C459. The smartphone
was launched in July 2017.

Joined WIFI
LYF-powered JioFi is a portable
broadband device brought to you by
Reliance Digital. JioFi device allows
multiple users and mobile devices to access
Jio's 4G high-speed internet connectivity
and create a personal Wi-Fi hotspot. The
LYF- powered JioFi device can connect a
minimum of 10 devices + 1 USB
connection, with some models having the
ability to support many more connections.

Jio apps (My jio, Jio TV, JioCinema, JioChat Messenger, JioMusic,
Jio4Gvoice, JioMags, JioXpressNews, JioSecurity, JioDrive, JioMoney
wallet, JioSwitch).
Reliance ‘Jio Welcome Offer’
also entitles users access to a
wide suite of Jio apps, which
offers access to on-demand
music, video, chat to name a few.

My Jio App.
MyJio: As the name implies, My Jio app will serve as the hub for
all your mobile activity with Jio SIM. Like MyVodafone and
MyAirtel apps, MyJio will show users their balance and validity for
data, calling, and SMS packs. The app can also be used to check
usage and generate detailed account statements for up to 6 months.
The app also serves as a one-stop shop for locating JioNet hotspots,
where you can access free WIFI from your WIFI balance.

Jio Chat App.

JioChat: You guessed it right – this is the WhatsApp clone in the
Jio App suite. JioChat is Reliance’s implementation of a
messaging app. The app though new is rich with features. Of
course, it offers one-on-one messaging but also adds features like
voice calling and video calling. With Jio’s focus completely on
4G data usage, Reliance would want its users to skip traditional
communication methods and use JioChat for all sorts of messaging
and calling.

Jio Music
JioMusic: The app is an implementation similar to Apple
Music, Wynk Music, Saavn, Gaana, and others. The app offers
millions of HD songs in over 20 languages. JioMusic users can
download the songs for offline access with access to
personalized recommendations.

JioMoney: The app is similar to Apple Pay and Google Pay,

for making and receiving payments. It is unclear whether
Reliance plans to expand the service as an NFC payment
gateway. It could also be a counter to the likes of PayTM and
Free Charge.

JioTV: The app offers instant access to TV programs with

a wide range of TV channels across languages and genres.
It offers a live TV pause and play feature and currently has
access to 300+ channels.

JioDrive: This Jio branded app offers cloud storage on the go

with a Jio account. The only service also accessible from the
desktop offers a storage solution when you run out of memory
on your smartphone with just 16GB storage. It has auto-upload
and sharing features like Google Drive but it is unclear how
much storage Reliance offers for free.

Jio Magazines: The No.1 Magazine app in India with the

majority Premium and Popular Magazines. Carry your
library with you and read from more than 500 titles across
15+ categories. With JioMags there is always more to read.

Jio Security: Contacts. Email. Bank Info. Passwords.

Personal Messages. You store lots of important stuff on
your mobile device. Protect it with Jio Security. Its Anti
Virus and award-winning App Advisor powered by Norton
Mobile Insights protect you and your device 24x7.
JioXpress News: Jio Xpress News is a news app giving you
access to 500+ Newspapers, News channels, Magazines,
famous Blogs, and News websites from India and across the
world. Trending and Latest News – Read news that is
Trending everywhere and Get to know of the Latest
happenings instantly.

JioCinema is an on-demand video library from Reliance Jio

Infocomm Ltd. We have over 1 lakh+ hour of exciting
content: movies, TV Shows, music videos, clips, trailers for
our viewers. Download and watch the latest TV serials,
movies, music videos, short videos on your Android device!
Watch back-to-back episodes of your favorite shows,
movies, international music videos, interesting short clips,
and more.

JioNet: lets you stay connected at thousands of hotspots

across the country, and you’ll never stress about data
limits or speed again. You no longer need to login to any
JioNet hotspot, there is no need to accept terms and
conditions every time you connect to a hotspot. Simply
install the JioNet app and forget about every hassle.

Jio4GVoice: (earlier Jio Join) from Reliance Jio Info

COMM Ltd now comes in a brand new avatar. Did you
know that your regular smartphone is capable of giving
you a crystal clear voice and video calling experience?
Jio4GVoice enhances your non- VoLTE 4G phone with
VoLTE capabilities. You can now use your non-VoLTE
smartphone to make HD voice and video calls to any
landline or mobile number anywhere in the world. You
can also use these VoLTE features on your existing
2G/3G smartphones via JioFi.
Management Team:
Shailendra Nath Sharma

Former CEO of DEN Networks Ltd.

(MBA from Kurukshetra University)

Sanjay U. Mashruwala

Managing Director and

Director (M.E. from the
University of Texas)
Mathew Oommen

President of Network, Global Strategy, and Service Development (Master's

Degree Oklahoma State University)

Sunil Dutt

President of Devices Business (Punjab University)

Ashirwad Tillu

Senior Vice President

(MTech. IIT Bombay)
SWOT Analysis

Strengths
Low tariff: - Company has launched its 4G service with a highly
competitive or rather very low tariff. The company has a strong financial
capacity to withstand initial losses
Very wide network:-Company has created a wide national network with a
huge investment of around $20 billion. The company has used the latest
technology and is hence capable to give quality service.
Brand Name: - Brand Value of the company is very high.

Weaknesses
Late entry into the telecommunication sector: - The telecom sector
had grown exponentially in its initial phases, which started around two
decades earlier. Presently market has seen only modest growth and it
has become highly competitive due to entry into big players such as
Vodafone, Idea, etc.
Operation of Mobile Number Portability Still not smooth:
Nowadays mobile number has become the identity of a person and
hence it is difficult for anyone to change his mobile number. MNP
takes many days for its implementation and it is hard to manage this
transition period. MNP is crucial for Jio as a large number of
customers is expected through migration from existing service
providers.
Highly dependent upon data consumption: As per the current trend,
around 60 to 70 percent of revenue comes from voice calls, and hence
there is a huge potential loss for making voice calling free. This loss
can be offset only when the consumption of data increases manifold.

Opportunities
Large scale availability of smartphones: In the last 2 decades the
number of people using smartphones has increased manifolds. If a
company can provide quality service at a competitive rate it can
quickly grab a large number of customers.
The increasing rate of data consumption: In its earlier phase
majority entire revenue of the mobile service provider was from
voice calls. However, since the last two years, the proportion of
revenue from data users is increasing exponentially which has
resulted in a majority of 30-40% of the total revenue. Lower data
tariffs may further increase data consumption and thus contribute
more to the revenue of the company.
International market: There is a huge opportunity in many
developing countries
 Threats
Saturated market: The initial phase of the rapid increase in
subscribers is now over. A new entrant like Jio needs a large
customer base to cross the breakeven point.
Highly competitive market: After the entry of big players like
Vodafone, Idea, etc. the market has become highly competitive.
Changing Government Policy: The changing government policy
like cancelling of 2G licenses, imposition of tax with retrospective
effect(on Vodafone), a refund for call drop, etc., has created
uncertainty in the market harming the investment sentiment.
Rapid up-gradation in Technology: From 2G to 3G and 3G to 4G
changes have occurred in a very short period. Even next-generation
5G is approaching shortly. Each up-gradation requires a huge
investment and it is not possible to remain in the market without it.

Reliance Foundation (CSR)

Reliance has always made sustainable development the cornerstone of its

business strategy to achieve sustainable and profitable growth, creating in
its wake thriving eco-systems around all its businesses. To provide
impetus to various philanthropic initiatives of RIL, Reliance Foundation
(RF) was set up in 2010 as an expression of its vision towards sustainable
growth in India.
India is a nation of a billion dreams, a billion aspirations, and above all
great opportunities. To turn these dreams into reality, especially for the
vulnerable sections of society, Reliance Foundation has taken the path of
inclusive development to address their basic needs. Reliance Foundation
has cumulatively touched the lives of4 million people in over 5000 villages and
various urban locations.

Reliance foundation is working in different sectors of society as per the

CSR activity, which is as follows:
Community Infrastructure & Environment: A large number
of initiatives are focused on developing community
infrastructure and protecting the environment. Reliance has
developed infrastructure for water conservation and constructed
community halls, schools, and health centers in various
locations. Some of Reliance's initiatives to promote environment
protection include investing in renewable energy sources,
promoting green plantations, and spreading environmental
awareness.
Education & Skill Enhancement: Reliance supports local
schools with logistical and financial support, capacity building
of teachers, and infrastructure development. Reliance also
organizes skill development and income-generating programs
for local communities. Assistance is also given to such
communities by helping them to start Self Help Groups and
empowering them with marketing know-how. Some of their
schemes are named as reliance community development
programs, project Jagruti, reliance Dhirubhai Ambani protsaham
scheme, etc.

Community Healthcare: Reliance provides affordable curative

and preventive healthcare services to the community through
various healthcare programs. It has constructed health centers,
operates mobile medical clinics and emergency ambulance
services, and conducts various camps on health awareness.
Reliance is also focusing on specific areas like addressing
maternal mortality and providing support to patients suffering
from chronic ailments such as AIDS and TB.

Competitors

Airtel: Airtel has a Rs 1495 plan that

gives users 30GB of data for 3 months,
effectively giving users 10GB of data at
500 rupees per month. A Jio Prime user
in the same time frame will get 90GB of
data for Rs 909. The only advantage that
the Airtel offer has is the fact
that Jio has a 1GB per day fair usage cap after which the speed gets reduced
to 128kb/s while an Airtel customer can choose to use as much of their free
data in one day. Airtel has also introduced two unlimited voice calling packs
at Rs 145 and Rs 345. The former offers unlimited Airtel to Airtel voice calls
along with 300MB of 4G data while the latter offers unlimited local/STD calls
to all operators and 1GB of 4G data. Both plans have a validity of 28 days.

Vodafone: Vodafone has a Rs 297 plan which

gives a user 4GB of 3G data with a validity of 28
days. Similar to Airtel, Vodafone also offers two
free voice calling plans. The first, at Rs 149
offers unlimited Vodafone to Vodafone voice
calls along with 300MB of 4G data. The second,
at Rs 349, offers unlimited local/STD calls to any
operator along with a gigabyte of free 4G data.
Both plans have a validity of 28 days.

Idea: For Rs 297, Idea customers can get 3GB of data with a validity of 28
days. The idea also has two voice-calling plans. The cheaper plan gives 300MB
of 4G data along with unlimited Idea to Idea calls
at Rs 149 while the more expensive plan offers
1GB of 4G data alongside unlimited local/STD
calls to any operator at Rs 348.

Financial Statement
Rs (in Crores)

Particulars Mar'21 Mar'20 Mar'19 Mar'18 Mar'17

Liabilities 12 Months 12 Months 12 Months 12 Months 12 Months

Share Capital 6445.00 6340.00 6339.00 6350.00 3255.00

Reserves & Surplus 468038.00 384875.00 398983.00 308297.00 285058.00

Net Worth 474483.00 391215.00 405322.00 314647.00 288313.00

Secured Loan 10832.00 36949.00 15231.00 2153.00 10461.00

Unsecured Loan 182918.00 217352.00 141964.00 94682.00 90842.00

TOTAL LIABILITIES 668233.00 645516.00 562517.00 411482.00 389616.00

Assets

Gross Block 439262.00 433848.00 324049.00 313666.00 259724.00

(-) Acc. Depreciation 132429.00 127370.00 120861.00 112702.00 105146.00

Net Block 306833.00 306478.00 203188.00 200964.00 154578.00

Capital Work in Progress 32835.00 27965.00 111557.00 99483.00 132741.00

Investments 347285.00 491823.00 331683.00 225222.00 192450.00

Inventories 37437.00 38802.00 44144.00 39568.00 34018.00

Sundry Debtors 4159.00 7483.00 12110.00 10460.00 5472.00

Cash and Bank 5573.00 8485.00 3768.00 2731.00 1754.00

Loans and Advances 139551.00 90663.00 69295.00 39097.00 25733.00

Total Current Assets 186720.00 145433.00 129317.00 91856.00 66977.00

Current Liabilities 203040.00 323700.00 209962.00 202920.00 153744.00

Provisions 2400.00 2483.00 3266.00 3123.00 3386.00

Total Current Liabilities 205440.00 326183.00 213228.00 206043.00 157130.00

NET CURRENT ASSETS -18720.00 -180750.00 -83911.00 -114187.00 -90153.00

Misc. Expenses .00 .00 .00 .00 .00

TOTAL
ASSETS(A+B+C+D+E) 668233.00 645516.00 562517.00 411482.00 389616.00

Chapter-3
 Theoretical Background of the Study

Statement of the problem:

The basic problem of this particular research to be conducted is, customer
satisfaction after using Jio, this research is carried out mainly to focus on the
existing customer and their satisfaction. The service industry is a large chunk so
we cannot give 100 percent assurance to the service we provide all the time. To
rectify the minor problems which may happen after the purchase, these things
are being critically analyzed with the help of the questionnaire.

Objectives of research problem:

• To understand the Satisfaction level of the customer using Reliance Jio

• To determine the future expectation towards services provided by Reliance Jio.

• To analyze demographic factors of Reliance Jio users.

• To determine the performance of the services provided by Reliance Jio.

Scope of the study:

This is an initiative to connect with people who are related to the organization
i.e. Customers.

The organization had difficulties connecting with the people related to

the problems which the clients face so the research is based on the satisfaction
level of the customers and their feedback being recorded for the improvement
of
the service and the company.

Significance of the study:

This study is conducted to analyze the effectiveness of customer satisfaction
concerning Cluster Sampling.
A study like this can attempt to guide the plan for the organization which will
lead to the growth of the company and the increase of market share.

Methodology:
Sampling Procedure:
• Sample Size: 100

• Type of research: Descriptive Research

Descriptive Research: The type of research technique used is descriptive as
the data is collected from a wide range of customers who are located in different
locations of the city. The data is said to be very intensive as the data analysis
and research have been done in-depth.

• Sampling Technique:
The sampling technique used in this project is Convenience sampling.

• Sampling Area: Jaipur, Rajasthan

Source of data collection:

• Primary data:
Primary data is collected from existing and prospective customers by:

a. Questionnaire:
A well-structured questionnaire was used as a tool for asking a set of
standardized questions to know the effectiveness of different channels of
marketing for their response. The data was collected by continuous field survey
during the internship period.

b. Interview:
The next step involved in collecting primary information was done by a
discussion with people. Thus valuable information was gathered through
informal friendly talks with the people.
 Chapter 4
Data Analysis and Interpretation

Gender:

Interpretation As per the research 57.6% of users are male and 42.4% are
female.

Inference:: From the given data we can analyze that majority of the people
using the services provided by Reliance Jio are male.

Age:
Interpretation. As per the data found that 84.80% of users are lay in the age
scale between 21- 30 years, and other 15.20% users lay in the age group of 31-
40 years. That indicates that the users of Reliance Jio are the majority of the
young generation.

Inference:: As per the research the age of the users of the services provided by
the Reliance Jio. The data shows that the majority of the users are the youth.

Profession :

Interpretation: From the above chart it can be interpreted that the research on
the effectiveness of different customers to ask about their profession, by seeing
the response we can say that more than 87 % people have responded were the
students though 12.9% people are working person so we should work on
student-oriented plans and schemes.
From the above chart, it can be interpreted that the research on the effectiveness
of different customers to ask about their profession, by seeing the response we
can say that more than 87 % people have responded were the students though
12.9% people are working person so we should work on student-oriented plans
and schemes.

Inference: As per the research we find out the majority of the Reliance Jio user
are students as per the profession than the working professional.

Purpose of using:
Some of the important answers are responded to by the people
I. Availability of good plan
II. Traveling a lot has network issues in transit.
III. Price factor
IV. Using for study.

Reasons Responses Percentage

Study 21 42%

Price 8 16%
Travelling 9 18%
Network 12 24%

Interpretation :
From the above table, it is observed that 42% of the respondents are using the
service for study purposes, 16% of the respondents are using for efficient price
factor, 18% of the respondents are using because they are traveling around, and
24% of the respondents are using because they have poor network quality on
other service providers.

Inference: As per the research majority of the Reliance Jio users are using the
service for the study.

Acknowledge the services.

Interpretation :
From the above pie chart, it is Interpretation that 74.2% of the respondents are
aware of the service by internet, 16.2% of the respondents are aware of the
service by TV/Radio, 3.2% of the respondents are aware of the service by their
friends, and 6.5% of the respondents are through the newspaper.
Inference: As per the research majority of the Reliance Jio users are aware of
the services through the Internet.

Satisfaction towards calling quality

Satisfaction level Percentage

Very Satisfied 25%

Satisfied 22%

Neutral 29%

Interpretation: As per the above diagram 25%, of Unsatisfied 19%

people are very satisfied with the quality of the call,
22% of respondents are satisfied, 29% respondents
are neutral, 19 % respondents are not satisfied, 5%
Very Unsatisfied 5%
of respondents are unsatisfied, so we should work on
the maintain the calling quality standard and
improve the calling quality standard.

Inference: As per the study done, the majority of the Reliance Jio users are
neutral as per the satisfaction level of the calling quality.

Satisfaction towards network availability

Interpretation: AS per the above diagram 48% are very satisfied with the price
factor, 29% respondents are satisfied, 16% respondents are neutral, 6% are
unsatisfied, 1% are very unsatisfied so we should more work on the price factor
and we should maintain this as a strength.
Satisfaction level Percentage
Inference: As per the study done the majority of the Very Satisfied 9%
Reliance Jio users are very
satisfied as per the satisfaction level of the price.
Satisfied 51%

Satisfaction towards the price

Neutral 22%

Unsatisfied 19%

Very Unsatisfied Nil

Satisfaction level Percentage

Very Satisfied 48%

Satisfied 29%

Interpretation: AS per the above diagram 48% are

Neutral 16%
very satisfied with the price
factor, 29% respondents are satisfied, 16% respondents
are neutral, 6% are Unsatisfied 6%

Very Unsatisfied 1%
unsatisfied, 1% are very unsatisfied so we should more work on the price factor
and we should maintain this as a strength.

Inference: As per the study done the majority of the Reliance Jio users are very
satisfied as per the satisfaction level of the price.

Satisfaction towards customer service.

Satisfaction level Percentage

Very Satisfied 22%

Interpretation: As per the above diagram 22% are
very satisfied with the
customer service, 29% respondents are satisfied, 32% Satisfied 29%
respondents are neutral, 9% are unsatisfied, 8% are
very unsatisfied so we should but we should work on
customer service and retain the existing customers. Neutral 32%

Inference: As per the study done the majority of the

Reliance Jio users are neutral as per the satisfaction Unsatisfied 9%
level of the customer service.
Very Unsatisfied 8%

Awareness about the future products of Reliance Jio

Interpretation: As per the available data 38.7% of the respondent know about
the future product, 41.9% do not know, 19.4% are doubtful about the product.
So as per the analysis, we find out people are engaged with us and waiting for
future products.

Inference: As per the study done the majority of the Reliance Jio users are
unaware of the future products of Reliance Jio.

Chapter 5
Summary of Results and Findings

Findings :
• As per the above research done the majority of the Reliance Jio customers are
male.
• Research done majority of the Reliance Jio customers are 21-30 years old.

• The above research done majority of the Reliance Jio customers are students.

• As per the above research done the majority of the Reliance Jio
customers are using the service for the study.

• The majority of the Reliance Jio customers are aware of the services through
the Internet.

• As per the above research done the majority of the Reliance Jio customers
are using the sim card.

• The majority of the Reliance Jio customers are satisfied as per the
satisfaction level of the network availability.

• As per the above research done the majority of the Reliance Jio customers
are neutral as per the satisfaction level of the calling quality.

• Reliance Jio customers are satisfied as per the satisfaction level of the data
connection.

• Research done majority of the Reliance Jio customers are very

satisfied as per satisfaction level of the price.

• As per the above research done the majority of the Reliance Jio customers
are neutral as per the satisfaction level of the customer service.

• As per the above research done the majority of the Reliance Jio customers
are unaware of the future products of Reliance Jio.

Suggestions :

• To launch special schemes for the students

• To maintain price level customer friendly.

• To build customer-friendly services.

• To work on customer care services.

• To provide the services in remote areas.

• To provide services as per the customer's expectation.

Suggestions by the customers for existing services of Reliance Jio.

I. Maintain the plans and network quality.

II. Increase the reachability towards the remote areas.

III. Make prime with a low subscription fee and have plans suitable for usage.

IV. Improve the calling quality.

Future expectations from Jio.

I. Good service and better plans.

II. It should be customer-friendly.

III. Plans should be affordable for all classes of people.

IV. Strong Network Availability at every place in India, better-calling

quality, reasonable prices, and have a good company growth.

V. It should improve the network service data service and make it more reliable.

Chapter 6
Conclusions and Directions for future work

The growth of a company depends upon consumer perception, regarding

product and the consumer perceptions can be studied only through the consumer
buying behavior. The consumer behavior is the study of those actions directly
involved in obtaining, consuming, and disposing of products & services
including the decision process that proceeds and follows up the action. The
buying behavior of the many variables influences the consumer.

The social environment in which he lives, his family, his society, his
neighbours, his friends, his job, his colleagues influence the behavior of the
consumer. The personality factors of the consumers also affect their buying
decision.

It requires marketers to review their marketing practices. Now companies have

to show their concern about consumers' interests. They must take many steps to
satisfy the consumers. Now marketers have moved to consumer welfare from
consumer satisfaction. Most companies have accepted consumerism in
principles. Based on my observations data and information, I submit certain
useful recommendations to make the Communication system of Tata
Teleservices & Reliance very effective and customer centric.

Some of the worthy suggestions are given as under:

► Reliance Communication doesn’t have its network. Since it uses BSNL
networks. It should have it on the network. It will give strength & wide
coverage to Reliance Communication services.

► Tata Teleservices network is not up to the mark at providing service to a

wide area and improving quality of service.

► It is suggested that Tata Teleservices & Reliance Communication should

develop innovative Communication services with in-depth research
development and continue improvement in the quality of services.

► They should resort to the TQM philosophy with good corporate governance
and transparency in its policies, programs, and strategies.

► It is further suggested that Reliance Communication, which enjoys the

highest market share, should diversify its services and further diversify the
models and the systems as suggested by the respondent.
► The researcher suggests that Reliance Communication & Tata Teleservices
should develop their competitive strength to meet the challenges and threats of
global corporations in the Communication business.

► It is suggested that Reliance Communication & Tata Teleservices should

develop relationship marketing to know the real needs of the customers &
should incorporate customer's suggestions.
► It is further suggested that Reliance Communication and Tata Teleservices
should short analysis, which will help them to understand its real strengths and
shortcomings.

► The researcher further suggests that Reliance Communication should develop

benchmarks as standards for providing better customer services.

► It is further suggested there should be a continuous revision in the pricing of

Communication services.

► It is again suggested that they should take into consideration environmental

factors in providing consumer services and determining prices.

► It is again recommended that Reliance Communication should develop

quality circles in different functional areas of the organizations so the quality
may be improved and suggestions should be obtained from the people.

► Finally, the researcher would like to suggest that Reliance Communication &
Tata Teleservices should develop product research, product planning, strategic
planning, and Research & Development activities, so they would come up to the
global culture and should compete with its competitors internally.

► The researcher hopes that the marketing people of Tata Teleservices &
Reliance Communication will follow the suggestion given above. They would
go a long way to improve the Communication services being provided by the
organization. Both Tata Teleservices & Reliance should penetrate the market by
entering rural areas & interiors of the country. They should do so by promoting
through local advertising areas like mails, hat bazaar, TV projectors, etc.
Regional proverbs & languages should be used while promoting the service.

► The components & instruments provided by Reliance are a must for every
customer rather he likes or dislikes. It is suggested that the instrument may be
allowed of his choice & get activated by the company.

► All collection systems of Tata Teleservices should be made customer-

oriented. There should be made there should be as many collection counters as
possible with close proximately of customers.

► There should be a single-window system to satisfy the query of customer

care systems.

► The customer care centers should be more effective. So, the customers may
have loyalty to Tata Teleservices.
► In other to attract exiting customers, it is suggested that the ads given by Tata
Teleservices should be more attractive.

► The Tata Teleservices staff should be more corporative & friendly to the
customers ‟so that the customers may feel satisfied with Tata Teleservices”.

► Strong R&D infrastructure is very vital for promoting a vibrant and strong
telecom hardware sector in the country Telecom R&D also needs to be
strengthened to have indigenous telecom technology and evolve national
standards. R&D efforts would have to be diversified besides technology
development. It should focus on services systems processes and markets this
would ensure a user-relevant orientation to R & D activities.

Applications research also needs to be encouraged so that the research projects

become commercially viable and products appropriate for deployment in local
conditions are developed R & D efforts in telecommunications are envisaged to
be more effective if they are multi-disciplinary in character. The telecom sector
involves some of the most sophisticated concepts in economics social science &
and management among other disciplines.

► Tata Teleservices should give rewards to their franchises according to the

revenues. This will fetch more customers.

► Each franchise of Tata Teleservices should be given much power to handle

customers' complaints individually about the spot so that they need not come to
the main office.

Annexure-I

A study of customer satisfaction of services provided by Reliance Jio

Research Objectives:

1. To determine the satisfaction level of existing customers.

2. To determine the future expectation towards services provided by Reliance
Jio.
3. To study demographic factors of Reliance Jio users.
4. To determine the performance of the services.

1. Name ……………………………………….

2. Email ID ……………………………………………………………………

3. Phone No. ………………………………….

4. Gender
I. Male
II. Female

5. Age
I. Less than 20
II. 21-30
III. 31-40
IV. 41-50
V. 50 and above

6. What is your profession?

i) Student
ii) Working professional
iii) Business personal
iv) Other (then mention) ………………………

7. Are you using Reliance Jio?

i) Yes
ii) No

8. If Yes /No, then why?

……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
9. Which product do you use?
i) Sim card
ii) Jiofi
10. Rank the following options from 1 to 5. There 1 (highest) and 5 (least).
i) Service
ii) Plans
iii) Quality
iv) Network
v) Data speed

11. Reason for the rank 1st

……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………

12. Reason for the rank 5th

……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………

13. Mark the raw opposite the column.

Very Satisfied Neutral Unsatisfied Very

Satisfied Unsatisfied
1) Calling
Quality
2) Network
Availabilit
y
3) Data
Connection
4) Price
5) Availabilit
y
6) Customer
Service

14. How do you know about the product?

i) Newspaper
ii) Internet
iii) Tv/Radio
iv) Other (specify) ……………..

15. Provide any suggestions for existing services provided by Reliance Jio.
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………

16. Are you aware of the future products and services that will be launching
soon?
i) Yes
ii) No

17. What are your expectations, about the future products and services that will
be provided by Reliance Jio?
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………
……………………………………………………………………………………

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