A STUDY ON RELIANCE INDUSTRY LIMITED (JIO)

A project report submitted in partial fulfillment of the

Requirements for the award of the degree
Of
BACHELOR OF COMMERCE

Submitted By

Mr K. Chandan Rao (111020407089)

Ms K. Nikshiptha Ujwala (111020407084)
Ms Komal Vaishnav (111020407083)
Ms Nishita Sutle (111020407119)

Under the guidance of

Mr. SAI KIRAN

Assistant Professor
DEPARTMENT OF COMMERCE

KESHAV MEMORIAL INSTITUTE OF COMMERCE AND SCIENCES

NARAYANAGUDA,HYDERABAD-5000029
(Affiliated to Osmania university)
(2020-2023)
 DECLERATION
We hereby declare that this Project Report titled “Reliance Industry Limited (Jio)”
Submitted by us to the Osmania University , Hyderabad, is a bonafide work
Undertaken by us and it is not submitted to any other University or Institution for the
award of any degree diploma / certificate or published any time before.

Signature of the student

K. Chandan Rao – 111020407089

K. Nikshiptha Ujwala – 111020407084

Komal Vaishnav – 111020407083

Nishita Sutle – 111020407119

Department of commerce
Keshav Memorial Institute of commerce and Sciences
 CERTIFICATION
This is to certify that the Project Report titled “Reliance Industry Limited (Jio) is
submitted in partial fulfillment for the award of Bachelor of commerce, Osmania
University, Hyderabad, was carried out by K. Chandan Rao, K. Nikshiptha Ujwala,
Komal Vaishnav, Nishita Sutle under my guidance. This has not been submitted to
any other University or Institution for the award of any degree / diploma / certificate .

Mr. Sai Kiran. Signature of the Guide

Assistant Professor
Department of Commerce
Keshav Memorial Institute of Commerce and Sciences
 ACKNOWLEDGEMENT
We sincerely thank Mr. Sai Kiran, Assistant professor, Department of Commerce,
Keshav Memorial Institue of Commerce and Sciences, Hyderabad for his guidance and
encouragement in carrying out this project work.
We also wish to express our gratitude to Professor K. Someshwar Rao Principal for
giving us chance to do this project.

K. CHANDAN RAO
K. NIKSHIPTHA UJWALA
KOMAL VAISHNAV
NISHITA SUTLE
 ABSTRACT
Reliance Jio is a telecommunications company based in India, owned by the conglomerate Reliance
Industries Limited. The company launched its services in 2016 and quickly disrupted the market by
offering affordable 4G data and voice services. Reliance Jio's network infrastructure is based on 4G
and 5G technology, and it offers a range of services including high-speed internet, voice calls, video
calls, and digital content. The company has a customer base of over 400 million subscribers and is
rapidly expanding its services to various segments such as enterprise, education, and healthcare.
Reliance Jio's innovative business model and aggressive pricing strategy have transformed the Indian
telecom industry, making it one of the most valuable companies in India . It includes products and
services like mobile broadband , jio fiber , jio business , jio branded devices , jio apps etc . Reliance
Jio Infocomm Ltd (popularly known as Jio), is an Indian mobile network Owned by Reliance Indus-
tries, the entry of Jio revolutionised the telecommunication sector. In this project the success story of
this recent entrant and management principles adopted by the company were analysed on the basis of
researches and studies conducted in these fields. The organisational structure, planning and marketing
strategy, staffing and recruitment, SWOT analysis, promotional strategy, the impact of Jiolaunch,
Government policies, controversies surrounding Reliance Jio, its ventures,collaborations a were also
discussed in detail.
 INDEX

S.NO NAME OF THE CONCEPT PAGE NO.

I INTRODUCTION
NEED AND IMPORTANCE OF THE
STUDY
OBJECTIVES OF THE STUDY
RESEARCH METHODOLOGY 1-10
DATA COLLECTION
LIMITATIONS OF THE STUDY

II REVIEW OF LITERATURE 11-16

III COMPANY PROFILE 17-24
IV THEORETICAL FRAMEWORK 25-34
V DATA ANALYSIS INTERPRETATIONS 35-51
VI FINDINGS, CONCLUSION, AND 52-55
SUGGESTIONS

VII BIBLIOGRAPHY, REFERENCES 55-57

 CHAPTER-I
INTRODUCTION

1
RELIANCE INDUSTRY LIMITED

The Reliance Group, founded by Dhirubhai Ambani, it is India's largest private sector
enterprise, with business in the energy and materials value chain. The flagship company.
Reliance Industries limited, is a Fortune Global 500 company and I vertical integration has
been the corner stone of the evolution and growth of Reliance, Starting with textiles in the
late seventies, Reliance pursued a strategy of backward vertical integration in polyester fiber
intermediaries, plastics, petrochemicals, petroleum refining and oil and gas exploration and
production-to be fully integrated along the materials and energy value chain
Reliance is one of the most profitable companies in India, the largest pubic traded company
in India by market capitalization, and the largest company in India as measured by revenum It
is also one of the largest employees in the world. The company is ranked 100 on the fortune
global 500 list of the world's biggest corporation as of 2022 Reliance continues to be India's
total merchandise exports and it has access to markets in over 100 countries: Reliance is
responsible for almost 5% of the Government of India's total revenue from customers and
excise duty.
The Group's activities span exploration and production of oil and gas petroleum refining and
marketing, petrochemicals (polyester, liber intermediacies, plasties and chemicals), textiles
and retail, Reliance enjoys global leadership in its business, being the largest polyester yarn
and fiber producer in the world and among the top five to ten producers in the world in major
petrochemical products
The Group exports products in excess of USD 11 billion to more than 100 countries in the
world. There are more than 25,000 employees on the rolls of Group Companies. Major Group
companies are Reliance Industries Limited (Including main subsidiaries Reliance petroleum
Limited and Reliance Retail limited), Indian Petrochemicals oporation limited and Rellance
Industrial Infrastructure Limited.

2
Beginning of the reliance industry limited:
1958-1980:
Reliance commercial corporation was set up in 1958 by Dhirubhai Ambani as a small venture
firm trading commodities, especially spices and polyester business of the firm. In 1966,
Reliance Textile Industries Pvt.Ltd. was Incorporated in Maharashtra. It established a
synthetic fabrics mill in the same year at Naroda in Gujarat. On 8 May 1973, it became
Reliance Industries Limited. In 1975, the company expanded its business into textiles, with
"Vimal" becoming its Initial public offering (IPO) in 1977. The issue was over-subscribed by
seven times. In 1979, a textiles company sidhpur Mills was amalgamated with the company.
In 1980, the company expanded its polyester yarn business by setting up a polyester Filament
yarn plant inb patalganga, Raigad, Maharashtra with financial and technical collaboration with
E.I.du pont de Nemours and co., U.S..

1981-2000;
In 1985, the name of the company was changed from Reliance Textiles Industries Itd. to
Reliance Industries Ltd. During 1985 to 1992, the company expanded its installed capacity for
producing polysters yarn by over 145,000 tonnes per Annum.The Hazira petrochemical plant
commissioned in 1991-1992. In 1993, Reliance turned to the overseas capital markets for
funds through a global depository issue of Reliance Petroleum, In 1996, it became the first
private sector company in India to be rated by international credit rating agencies S&P rated
Reliance "BB, Stable outlook, constrained by the sovereign ceiling". Mody's rated "Baa3,
Investment grade, constrained by the sovereign ceiling. In 1995-1996, the company entered
the telecom industry through a joint venture with NYNEXUSA and promoted Reliance
Telecom Private Limited in India. In 1998-1999, Ril introduced packaged LPG In 15kg
cylinders under the brand name Relance Gas The years 1998-2000 saw the construction of
the integrated petrochemical complex at Jamnagar in Gujarat, the largest refinery in the
world.

2001 onwards
In 2001, Reliance Industries Ltd, and Reliance Petroleum Ltd, became India's two largest
companies in terms of all major financial parameters. In 2001- 2002, Reliance petroleum was
merged with Reliance Industries. In 2002-2003 Reliance announced Indian's biggest gas
discovery (at the Krishna Godavari basin) in nearly three decades and one of the largest gas
discoveries in the world during 2002. The in-place volume of natural gas was more than 7
trillion cubic feet, equivalent to about 120 crore (1.2 billion) barrels of crude oil. This was the
first-ever discovery by an Indian private sector company.

3
In 2002-2003, RIL purchased a majority stake in Indian Petrochemicals Corporation
Ltd.(IPCL), Indian's second largest petrochemicals company, from the government of India,
RIL took over IPCL'S Vadodara Plants and renamed it as Vadodara Manufacturing Division
(VMD). IPCL'S Nagothane and Dahej manufacturing complexes came under RIL when IPCL
was merged with RIL in 2008. In 2005 and 2006, the company recognized its business by
demerging its investments in power generation and distribution, financial services and
telecommunication services into four separate entities.
In 2006, Reliance entered the organized retail market in India with the launch of its retail store
format under the brand name of 'Reliance Fresh'. By the end of 2008, Reliance Retail had
close to 6900 stores across 57 cities in India. In November 2009, Reliance Industries issued
1:1 bonus shares to its shareholders. In 2010, Reliance entered the broadband services
Limited, which was the only successful bidder for pan-India fourth-generation (4G) spectrum
auction held by the government of India. In the same year, Reliance and BP announced a
partnership in the oil and gas business. BP took a 30 percent stake in 23 oil and gas production
sharing contracts that Reliance operates in India, including the KG-D6 block for $7.2 billion.
Reliance also formed a 50:50 joint venture with BP for sourcing and marketing of gas in India.
In 2017, RIL set up a joint venture with Russian company Sibur for setting up a Butyl rubber
plant in Jamnagar, Gujarat, to be operational by 2018. In August 2019, Reliance added Fynd
primarily for its consumer businesses and mobile phone services in the e-commerce space.On
the 18th of August 2021. Reliance Industries Limited (RIL) stated that it had shut down its
manufacturing units at Nagothane town in Maharashtra. In December 2022, Reliance
Industries Market cap stood at RSs. 17,59,017.23 crore.

4
 Subsidiaries of Reliance Industries
RelianceRetail:
Reliance Retail is the retail business wing of the Reliance Industries. In March 2013,it had 1466
stores in India. It is the largest retailer in India. Many brands like Reliance fresh,Reliance foot
print, Reliance time out, Reliance digital, Reliance wellness, Reliance Trends, Reliance auto
zone, Reliance super, Reliance Mart etc......

Reliance Life Sciences:

Reliance life sciences works around medical, plant and industrial biotechnology opportunities.
It specializes in manufacturing, branding and marketing Reliance Industries products in bio-
pharmaceuticals, pharmaceuticals, clinic research services, regenerative medicine, molecular
medicine and industrial biotechnology sectors of the medical industry

Reliance Logistics:
Reliance logistics is a single window company selling transportation, distribution,
warehousing, logistics and supply chain related products Reliance Logistics is an asset based
company with its own fleet and infrastructure, it provides logistic services to Reliance group
companies and outsiders. Merged content from Reliance logistics to here.

Reliance Solar:
Reliance solar, the solar energy subsidiary of reliance, was established to produce and retail
solar energy systems primarily to remote and rural areas. It offers a range of products based
on solar energy solar lanterns, home lighting systems, street lighting systems, water
purification systems, refrigeration systems and solar air conditioners.

Reliance Industrial Infrastructure:

Reliance Industrial Infrastructure Limited is an associate company of RIL RIL holds 45.43%
of the total share of BIL, it was incorporated in September 1988 as chemba patalaganga
pipelines limited, with the main objective being to build and operate cross country pipelines
for transporting the products.

Network 18:
Network 18, mass media company it has interests in television, digital platforms. publication,
mobile apps and films. It also operates two joint ventures, namely Viacom 18 and history TV18
with Viacom and A+E Networks respectively. It has also acquired a partial part of ETV
Network and since renamed its channels under the colors TV brand.

5
Reliance Strategic Business Ventures:
Reliance Strategic Business Ventures Limited (RSBVI), a wholly owned subsidiary of RIL
bought a 51.78% stake in robotics and Al firm Asteria Aerospace for 23.12 crore and an 85%
stake in NowFloat Technologies for 141.63 crores in Dec 2019. it also holds 18.83% in EIH
Limited, the flagship company of The Oberoi Group, one of the largest luxury hotel chains-

Reliance Jio:
lio platforms limited, essentially a technology company, is a majority owned subsidiary of
RIL. It has a valuation of more than $ 100 billion on expert view as of October 2022, it is the
result of a corporate restructuring announced in october 2019, resulting in all the digital
initiatives and the telecommunication assets being housed under this new subsidiary.

6
Reliance Jio
Reliance Jio Infocomm Limited, doing business as jio, is an Indian telecommunications
company a subsidiary of jio platforms, headquarterd in Navi Mumbai, Maharashtra, India. it
operates a national LTE network with coverage across all 22 telecom circles. jlo offers 4G and
4G+ services all over India and 5G services in many cities, its 66 services is in the works.
Jio soft launched on 27 December 2015 with a beta for partners and employees, and became
publicly available on 5 september 2016. it is the largest mobile network operator in india and
the third largest mobile network operator in the world with over 42.62 crore (426.2 million)
subscribers.

In September 2019, lio launched a fiber to the home service, offering home broadband,
television, and telephone services. As of September 2020, Reliance Industries has raised 1.65
lakh crore (US$21 billion) by selling nearly 33% equity stake in lio platforms. The company
was registered in Ambawadi, Ahmedabad, Gujarat on 15 February 2007 as infotel Broadband
services Limited (IBSL). In june 2010, Reliance Industries bought a 95% stake in IBSL for
4800 crore, although unlisted, IBSL was the only company tht won broad hand spectrum in all
22 circles in India in the 46 auction that took place earlier that year later continuing as RIL's
telecom subsidiary, infotel Broadband services limited was renamed as Reliance Jio Infocomm
Limited in January 2013.
In June 2015, lio announced that it would start its operations throughout the country by) the
end of 2015, however, four months later in October, the company postponed the launch to the
first quarter of the financial year 2016-2017. The 4G services were launched internally on 27
December 2015, the company commercially launched its 46 services on 5 september 2016,

7
offering free data and voice services until 31 december, which wa later extended until 31
december which was later extended until 31 march 2017

Products and services of Jio

Mobile broadband:
The company launched its 4G Broadand services throughout india in September 2016 it was
slated to release in December 2015 after some reports said that the company was waiting to
receive final permits from the government, lio offers fourth generation 46 data and voice
services, along with peripheral services like instant messaging and streaming movies and
music.

JioFiber:
In August 2018, lio began to test a new triple play fiber to the home service known tentatively
as Jio Giga Fiber, including broadand internet with speeds ranging from 100 to 1000 Mbit/s,
as well as television and landline telephone services. In August 2019, it was announced that
the services would officially launch on 5 september 2019 as liofiber. Ho also announced plans
to offer streaming of films still in theatres to eligible lio Fiber subscribers

JioPhone:
Jiophone is a line of feature phones marketed by jio, the first model, released in august 2017
was positioned as an affordable LTE compatible feature phone. It runs on the Kalos platform
and includes 4GB of internal storage, near field communication support, a suite of jio branded
apps and a jio branded application store it also supports a TV cable accessory for output to an
external display

Jionet Wi-Fi:
Prior to its pan -India launch of 4G data and telephony services, the firm has started providing
free Wi-Fi hotspot services in cities throughout India. In march 2016, Jio started providing free
Wi-Fi internet to spectors at six cricket stadiums hosting the 2016 ICC World Twenty 20
matches.

JioPhone Next:
On 24 june 2021, Mukesh Ambani announced the launch of jiophone Next. It is a fully featured
Android smartphone co developed with Google as part of its long term partnership the budget
smartphone was launched in India on 4 november 2021. The Jio phone Next will be run by the
indigenously built pragati OS Android Go operating system. This phone is classified as an entry
level phone and is aimed at replacing feature phones and providing basic smartphone services
efficiently at low specifications.

Need and Importance

Jio apps are the tech backbone and investment in order tech entities like Haptic, Hathaway,
and Den networks. It has successfully integrated number of technology companies in the past

8
few years to streamlines its operations and to build a reliable supply chain. It has built a
culture among distributor & Dealers. A reliance industry has strong free cash flows that
provide resources in the hand of the company to expand into new projects. It operates o
national Long Term Evolution network with coverage across all 22 telecom circles, jio does
not offer 26 or 3G services on its network. the launch of reliance Jio has caused a revolution
data network, based on mobile data consumption.
Jio high speed internet services is the fourth generation mobile technology that enables the
delivery of high speed internet services. it uses voice over LTE to provide voice service on its
network. LTE refers to long term evolution of telecom technology that enables high definition
voice and high speed internet access. once the fibre optic network is laid down, the cost of
operating is not very massive. on the contrary the network can be minimal cost. therefore the
only focus was to get more internet users the company also plans to rake in profits from its
mobile apps which include a variety of services.

Scope of the Study

The study covers the mindsets of customers about Reliance jio in the areas the study makes
effort to ascertain the satisfaction leel of customer of Reliance Jio. through survey so that
company can come up to the expectation only by finding out the problem that customer are
facing during their purchase of Reliance lio products. The major need of the project is to know
satisfaction with Reliance Jio and which is the best mobile network within the available private
telecom companies in india, its market capitalization put it fourth on the list of largest Indian
companies, behind RIL
There is no doubt that Reliance Jio is making headlines before its formal launch and ever since
Mukesh Ambani announced its new plans for 4G network, as expected, the whole telecom
industry has shaken in fact, the company has forced all Teleco's to change their tariff plans
rwetain their users. To recall, on September 1, 2016, lio announced free data, voice, and video to
users until December 31, 2016, under its Welcome Offer the welcome offer has been replaced
by the happy new year offer, which still provides free voice calls,video calling, messaging
and data until march 31 2017, an now the company has announced an extension for the same
in the form of prime membership under the prime offer existing customers will get the same
free lo services that they are getting this means unlimited data which you will get for 12
months users get access to all jio application services which will cover Rs. 10,000 per year.
Meanwhile, at the MWC 2017, lio also announced its tie up with Samsung to bring 56 to
expands its current network capacity as well as network coverage. Similarly, the company has
also joined hands with Cisco to enhance its existing multi terabit capacity further. The main
scope of the study is that to find out the level of customer satisfaction of Rellance To identify
the customer's views regarding quality, quantity services.

9
Objectives of the study
1. To study the total awareness of Reliance jio in the market compared to other telecom
service providers.
2. To study customer perception and satisfaction level of Reliance Jio products and services.
3. To find market potential and market penetration of Reliance Jio products and services.

Research methodology
Sample Size
Sampling maybe defined as the selection of some part of aggregate or totality based on which a
judgment or inference about the aggregate or totality is made. The items so selected which
constitute of what technically is called sample is known as sample size. Since this research
was confirmed to limited area and limited size of people, the sample size for the project was
of 60 people.
Jio is used by almost everyone today there were many people included under the sample
size. Group of people such as servicemen, Businessmen, Kirana store owners, housewives
students, support staff and teachers.
To get a overall view of the entire project these varied group of people were surveyed Every
person has their own different need for using internet hence was surveyed amongst such
people.

Data Collection
Primary Data
Primary data refers to information that is generated to meet the specific requirements of the
investigation at hand, the researcher collects primary data himself. in this research, surveying
40 people collected primary data. Simple questions on the experience of Jio services were
asked to people and thus a data was collected and maintained.

Secondary Data
Secondary data is information that is collected for a purpose other than to solve the specific
problem under investigation, someone collects secondary data else for some other purpose
but being utilized by investigator for another purpose). In this research, the secondary data
was collected from company website and links from the internet..

10
 CHAPTER-II
REVIEW OF LITERATURE

11
REVIEW OF LITERATURE
The launch of Jio is likely to transform the Indian telecom sector but at the same time the
pressure on multiple fronts not the current telecom operator such as Bharti Airtel, Idea, and
Vodafone. The entrance of the Jio has brought a stormy revolution in the Telecom market and
engaged into a brand-new world of innovations and upgradations. This article discusses the
feature of Jio and the edge it would have over its rivals once operational the objective of this
research paper is to find the company will become a star or will remain a question mark.
Jio is the telecommunication company owned by Reliance LTD. It emerges on the fastest
growing telecom operator in India as data published in a literature of Jai Bhatia Economic and
Political Wee lady October 8, 2016 volell no 41. Jio came up with the vision to generate huge
revenue by providing quality service at cheaper rate using the latest technology. Initially, its
growth is high. In the Indian market, it is the first mover advantage for Jio with biggest 4G
network coverage infrastructure across 22 telecom circles in India None of its competitors
having such biggest infrastructure for 4G infrastructure.
As we saw in the year 2012-2013, India is 150th in the in the world mobile penetration as well
as quality. And Jio has already been convinced to change this position, the Indian billionaire
said. Jio can also be understood by Predatory Pricing Stratto some extent in the beginning, Jio
also followed the same strategy which made their competitors think about their pricing
process they all have tried to reduce and match the pricing level of Jio.
According to the data published in www.paulasset.com, Reliance Jio is good for Indian market
because it is giving quality service at a lower price. The data also presently explains Jio’s data
traffic is higher (TRAI data) compared to its competitors. Jio is also threatening as it is
expected it will kill more than 30 business within next 5 to 10 years, according to Paul asset,
Jio will acquire and will hold a major number of market share in the same.
Jio has already started giving substitution at one place for TV, Mobile, Wallet, Drive etc.
According to information published bygadgetnet.ndtv.com, it is very difficult to compete with
Jio as they have invested 150,000 crores, rupee during 2010-2016for developing
infrastructure without amount and long period of time. Reliance is always ready to deal with
any such start-up which can threaten Jio existing competitors, as they are already suffering
from huge debt, so it’s invest such a huge amount in a short time.
Nearly 25 million cell phones are using Jiosim cards, before its commercial launch Jio made
its commercial with easy data packs and lifetime free calling. Never in the history of telecom
has witnessed a player seize the market in a weeks‟ time by distributing sim cards with
unlimited free internet.
According to an article published in themyvoice.opindia.com, analysts doubt the strategy of
Reliance by sitting with its scheme. Jio will attract low-quality customers who will jump into
other networks once the freebies end. But Jio does not believe so. It is offering free 4G data
which means it will occupy the primary Simplot in the4G phones. Also, customers will shift to
Jio from their WIFI or broadband service and possibly will stick to it even after the promotion

12
period ends. In addition to that, it is offering free calling, so it is aware people will be using
the number for calling for the next 3 months. Three months is sufficient time for people to
experience for super-fast data speed and the quality service and permanently transfer to the
network. Now we assume that Jio reaches 75% of planned subscribers base. India‟s total
number of 4G users is believed to touch the mark of 143 million by this year end. So, with 3
months of its official launch, Jio would have acquired more than 50% of market share. Even if
any subscribers leave the service of Jio, still Reliance will be left with significant market share.
The analytical data shows, it has captured maximum number of market share, within the
shortest period. It can also be conducted that people who are having Jio service at present,
among them 70-80% of users are happy with the service. This number is high in the rural areas
and lesser in the urban areas. By the end of 2017, it is expected that there will be 30-40 crore
subscribers or more than that. The free app which is given today will no longer be free, later,
the consumer will be spending 6-10 thousand in a year. It will generate a huge revenue.
By 2017, end, Jio will cover 90% and by 2018 India will be covered by its infrastructure-
Ambani said.
Extensive literature survey is an integral part of every research work. Review ofliterature is
necessary for the exact understanding of the topic under study. As the presenttopic is related to
mobile phone services, an attempt is made here to review a fewimportant studies conducted
by various management researchers and professionals onthese services. The analysis on the
mobile phone service is of recent origin. A separatechapter is allotted for the review due to
this reason. The present study concentrates on theavailable literature, on Indian level in the
world and the study related data are collected from the various sources from the point of view
of consumer awareness, consumers‟ attitude, level of satisfaction, factors influencing, factors
affecting and opinion of the consumersAssar and Karia1 (2000) in their paper titled, “Churn
Management towards
Customer Satisfaction; A Case of Cellular operation in Malaysia” have viewed that customer
satisfaction and customer service have been critical factors of the cellular industry. Cellular
service providers need to ensure about the technology that provides customer service best in
the industry. It is stated that investment in people and in technology helps in providing best
customer service for today and for the future. One common ground that most carriers and
customers agree on is that good customer service can have a key impact on how a customer
views firm‟s services and company Bepko2 (2000) in his article entitled, “Service
Intangibilityand Its Impact on Consumer Expectations of Service Quality” has pointed out that
among the areas which need to be addressed in service quality research is the nature of
consumer expectations across the range of intangibility. Previous research has compared
consumers service quality expectations across services, but different groups of subjects have
been evaluated for each different service. The problem of using different subjects for each
service is that the subjects‟ demographic characteristics may be responsible for the significant
differences in expectations of quality. The paper has used a controlled and repeated measure of
design, where subjects have been asked to evaluate three services, varying in their degree of
intangibility.

13
Carsten Fink, AdityaMattoon and RandeepRathindran3 (2001) in their study titled,
“Liberalizing Basic Telecommunications: The Asian Experience” have found that despite the
move away from traditional public monopolies, most Asian governments are still unwilling to
allow unrestricted entry, eliminate limits on private and foreign ownership, and establish
strong independent regulators. A comprehensive reform including privatization, competition
and regulation has been implemented and there are significantly higher levels of main line
availability, service quality and labour productivity.
David M. Szymanski and David H. Henard4 (2001) in their study entitled, “The New
Marketing Developing Long-term Interactive Relationships” have said that the growing
number of academic studies on customer satisfaction and the mixed findings they report
complicate the efforts among managers and academics to identify the antecedents to, and
outcomes of businesses having more against less-satisfied customers. These mixed findings
and the growing emphasis by managers on having satisfied customers point to the value of
empirically synthesizing the evidence on customer satisfaction to assess current knowledge.
To achieve this aim, the authors conducted a meta-analysis of the reported findings on
customer satisfaction. They have documented that equity and disconfirmation are most strongly
related to customer satisfaction on average.
Jonathan, Lee, Jinghui, Lee, Lawrence and Feick5 (2001) in their article titled, "The Impact
of Switching Costs on the Customer Satisfaction-loyalty Link: Mobile Phone Service in
France” have analysed that moderating role of switching costs in the customer satisfaction-
loyalty link and to identify customer segments and to retain them. Thus, the purposes of this
paper are to examine the moderating role of switching costs in the customer satisfaction-
loyalty link and to identify customer segments and then analyse the heterogeneity in the
satisfaction- loyalty link among the different segments. An empirical example based on the
mobile phone service market in France indicates support for the moderating role of switching
costs. Managerial implications of the results are discussed.
Robert C. Ford, Cheryl P. Heaton, and Stephen W. Brown6 (2001) in their articletitled,
“Delivering Excellent Service Lessons from the Best Firms” have stated that manycompanies
see investments in complaint handling as means of increasing customercommitment and
building customer loyalty. However, firms are not well informed, onhow to deal successfully
with service failures or the impact of complaint handlingstrategies. They have supported a
quasi “brand equity” perspective-whereas satisfaction with complaint handling has a direct
impact on trust and commitment, to a limited extent, on the effects of poor complaint
handling. Implications for managers and scholars have also, been discussed.
Wilska7(2001) in his paper titled, “New Technology and Young People‟s Consumer
Identities: A Comparative Study between Finland and Brazil” has found that among young
people aged 16-20, it was found that mobile phones choice and especially usage is consistent
with respondent‟s general consumption styles. The research has indicated that addictive use
is common among females and is related to trendy and impulsive consumption styles. Instead,
males have been found to have more technology enthusiasm and trend-consciousness. These
attributes have been then linked to impulsive consumption. The study concludes that genders

14
are becoming more alike in telecom service choice because individual differences in
consumption patterns are obviously identifiable.
Balasubramanian, Paterson and S.L. Jarvenpaa8 (2002) in their article entitled, “Exploring the
Implications of M-convenience for Markets and Marketing” have identified that the unique
intrinsic attributes mentioned by the end users are unhindered time and space attributes of the
mobile phone. The extrinsic attributes are divided as direct and indirect network. Direct
network is the effect of the size, speed, and capacity of the network, whereas, indirect
network is the effect originating from the information, transaction, or machine interactive
services.
Bhava and Ashish9(2002) in their article entitled, “Customer Satisfaction Measurement” have
found that the opinion that customer‟s perception towards service and quality of a product
determines the success of that product or service in the market. With better understanding of
customers‟ perceptions, a firm can determine the suitable actions to meet the needs of
customers. Firms can identify their own strengths and weaknesses in comparison with their
competitors. Major attributes that influence customer satisfaction is product quality,
packaging, delivery commitments, price, responsiveness and ability to resolve complaints and
overall communication, accessibility and attitude failing short creates dissatisfaction.
Customer loyalty is an important strategic objective for all organizations.
K.E. Lumbered and L. Sorgard10 (2003) in their study on “Entry in Telecommunication:
Customer Loyalty, Price Sensitivity and Access Prices” have stated that telecommunication
services are like undifferentiated products. Therefore, customers are not price sensitive all the
times and sometimes brand loyalty takes a dominant part in brand preferences. This is
because some consumers are retained with old monopolists. They have pointed out that
substantive role of price fairness and quality service with customer satisfaction existing in the
communication sector.
Michael Draganska and Dipal Jain11 (2003) in their article titled, “Consumer Preferences and
Product Line Pricing Strategies: An Empirical Analysis” have analysed that India is
having
752.19 Million mobile subscribers and Informant Mobile Intelligence reports claim that in
Average Minutes Per User (AMPU) in India is 25 to 30 minutes per day of active time on
voice calls and almost 15 to 20 minutes per day of the active time on messaging. Bharati the
major mobile service provider in India claimed as on November 2010 that Indian Monthly
Average Revenue Per User (ARPU) is 202 rupees which is reduced at 20 per cent on a year
base and it is expected to decrease further. As there is an increase in mobile subscribers and
increase in AMPU at the same time, there is a decrease in ARPU Mobile service providers
who are planning to attract Mobile? subscriber to their service with less affordable price.
subscriber to their service with less affordable price.
J. Pakola, M. Pietila and R. Svento12 (2003) in their article titled, “An Investigation of
Customer Behaviour in Mobile Phone Markets in Finland” have indicated that price and
properties are the major influential factors affecting the purchase of a new mobile phone,
whereas audibility, price and friends are regarded as the most important in choice of the
mobile phone operators. Customers have certain amount of self-knowledge about telephone

15
features, connection fee, access cost, mobile-to-mobile phone rates, call rates and free calls
which are related to mobile phone purchasing respondents. He has stated that customers with
prior experience about a product can be able predict their choices relatively well but tend to
overestimate the importance of a monthly access fee, mobile -to- mobile rates, and
connection fees.

16
 CHAPTER- III
COMPANY PROFILE

17
JIO INFOCOMM LIMITED:
Jio soft launched on 27 December 2015 (the eve of what would have been the 83rd birthday of
Reliance Industries founder Dhirubhai (Ambani), with a beta for partners and employees, and
became publicly available on 5 September 2016. As of 31 January 2019, it is the third largest
mobile network operator in India and the ninth largest mobile network operator in the world
with over 289.44 million subscribers.

Logo of Jio:

The logo of Reliance Jio has a hidden symbolism in it. When you flip the Jio logo around, it is
read ’oil’. The Jio logo seems to represent the past and future of Reliance. Oil is what had
propelled Reliance to become India’s biggest company in the 20th century. When flipped over
into the 21st, it’s probably going to be Jio.

History of jio:
Jio soft launched on 27 December 2015 (the eve of what would have been the 83rd birthday
of Reliance Industries founder Dhirubhai Ambani), with a beta for partners and employees, and
became publicly available on 5 September 2016. As of 31 January 2019, it is the third largest
mobile network operator in India and the ninth largest mobile network operator in the world
with over 289.44 million subscribers.
The company was registered in Ambawadi, Ahmedabad, Gujarat on
15 February 2007 as Reliance Jio Infocomm Limited. In June 2010, Reliance Industries (RIL)
bought a 95% stake in Infotel Broadband Services Limited (IBSL) for Rs. 4,800 crore (US$670
million). Although unlisted, IBSL was the only company that won broadband spectrum in all
22 circles in India in the 4G auction that took place earlier that year. Later continuing as RIL’s
telecom subsidiary, Infotel Broadband Services Limited was renamed as Reliance Jio

18
Infocomm Limited (RJIL) in January 2013. In June 2015, Jio announced that it would start its
operations all over the country by the end of 2015. However, four months later in October, the
company’s spokesmen sent out a press release stating that the launch was postponed to the first
quarter of the financial year 2016–2017. Later, in July, a PIL filed in the Supreme Court by an
NGO called the Centre for Public Interest Litigation, through Prashant Bhushan, challenged
the grant of a pan-India licence to Jio by the Government of India. The PIL also alleged that
Jio was allowed to provide voice telephony along with its 4G data service, by paying an
additional fee of just Rs 165.8 crore (US $23 million) which was arbitrary and unreasonable,
and contributed to a loss of Rs 2,284.2 crore (US $320 million) to the exchequer. The Indian
Department of Telecommunications (DoT), however, refuted all of CAG’s claims. In its
statement, DoT explained that the rules for 3G and BWA spectrum didn’t restrict BWA winners
from providing voice telephony. As a result, the PIL was revoked, and the accusations were
dismissed

Launching of jio :
The 4G services were launched internally to Jio’s partners, its staff and their families on 27
December 2015. Bollywood actor Shah Rukh Khan, who is also the brand ambassador of Jio,
kick-started the launch event which took place in Reliance Corporate Park in Navi Mumbai,
along with celebrities like musician A R Rahman, actors Ranbir Kapoor and Javed Jaffrey,
and filmmaker Rajkumar Hirani. The closed event was witnessed by more than 35000 RIL
employees some of whom were virtually connected from around 1000 locations including
Dallas in the US.

Commercial Launch :
The company commercially launched its services on 5 September 2016. Within the first
month, Jio announced that it had acquired 16 million subscribers. This is the fastest ramp-up
by any mobile network operator anywhere in the world. Jio crossed 50 million subscriber
mark in 83 days since its launch, subsequently crossing 100 million subscribers on 22
February 2017. By October 2017 it had about 130 million subscribers. ”The idea of Jio was
first seeded by my daughter, Isha, in 2011. She was a student at Yale (in the US) and was
home for holidays. She wanted to submit some coursework and she said, ’Dad, the internet in
our house sucks’,” Mukesh Ambani recalled lately in press. On 5 July 2018, fixed line

19
broadband service named Gigafiber, was launched by the Reliance Industries Limited’s
chairman Mukesh Ambani, during the company’s Annual General Meeting.

Key executies of jio:

Organisational Structure-Key Executives Jio is owned by Reliance Industries and is
headquartered in Mumbai, Maharashtra. The Key Executives are:

Mukesh Ambani: Chairman

20
 Pravir Kumar: CEO

Sanjay Mashruwala: Managing Director

21
 Rajneesh Jain: CFO

Vishal Sampat: Chief Digital Officer

22
 Planning and Marketing Strategy:

Reliance Jio Infocomm Limited revolutionised the telecom sector. The scenario of Indian
telecom market before JIO entered it was:
• There were more than 1 billion mobile users in India, out of which only 34% were
connected to the internet.
• Only 12% from these 1 billion used 3G data or above Then came Jio which took the market
by storm by offering Data Centric plans and free promotional data. The Biggest difference
between JIO and others is its Optical Fibre Network. An optical fibre is a wire that converts
your data signal into light and transfers them at the speed of light. Reliance Jio has the
longest fibre optic network in the country, ranging over 2,50,000 km and 90,000 eco-friendly
4G Towers to provide the greatest 4G Coverage in all of India’s 22 telecom circles. Reliance
Jio invested Rs 150,000 crore to put this in perspective – this is more than two times the
combined investment of Airtel, Idea, and Vodafone in the 4G Segment. The success of Jio
can be mainly attributed to its clear operational planning which can be summarised into five
distinct steps:
1. Step One: Undercut the market price by giving attractive discounts and free promotional
Data.
2. Step Two: Let everyone switch to Jio or at least buy a Jio sim to experience data for free.
3. Step Three: Unleash the power of fibre optic network to give super fast internet and make
people realise that 1GB data is not really much.
4. Step Four: Grow your subscriber base by having good customer care and awesome plans.
5. Step Five: Recover your investment using the large number of users accumulated.
Once the fibre optic network is laid down, the cost of operating is not very huge. On the
contrary, the network can be at minimal cost; therefore the only focus was to get more
internet users. If 60% of the people in India use 1 GB internet per month then Jio can recover
the initial investment in 3 years. The company also plans to rake in profits from its mobile
apps which include a variety of services which are described in subsequent sections.

Awards achieved by jio:

Jio is an Indian telecommunication giant owned by Mukesh Ambani and a reliance group of
companies. From the time of its launch, the company has amazed us with its various offers
and deals they provide to their customers. Here I give you a list of achievements by jio.

1. The first company to provide free data and calls to every customer for one and a half
years from the time of its launch.
2. Became the second largest telecom operator in India within 2 years from its
launch sidelining other network providers.

23
3. The first-ever company to show the reality of cost operation for data theft by other
network providers.
4. The first to successfully launch jio fiber for free to customers in select regions. The
trial period runs up to 2 years in some regions providing data at high speeds and
good bandwidth.
5. The first company to launch affordable 4g phones for everyone in the country by in
traducing the jio mobile and jio lyf models with the abilityto install new apps.
6. The first company to provide unlimited data at a low price of rs 400 including a
setup box for every customer.
7. Also, they have become the second-largest fibernet provider in thecountry only
behind airtel sidelining both ACT and BSNL.
8. The first telecom company to make a deal with Hathway and mergingthem within
their own company.
9. They have achieved the best innovative company award back in 2018.
10. The y is the first company to launch a single app for both mobile and fibernet
operations like payment, service center, etc.

24
 CHAPTER-IV
THEORETICAL FRAMEWORK

25
 Comparative analysis

A comparative analysis is an essay in which two things are compared and contrasted. Comparative
analysis emphasized on the explanation of differences, and explanation of similarities. This helps to
establish relationships between two or more phenomena and provide valid reasons. This research done
comparative analysis between various services provided by idea and jio. It Discuss about that which is
the best service provider.

Reliance Jio
The reliance jio infocom limited, doing business as jio, is a LTE mobile network operator in India. It is a
wholly owned subsidiary of Reliance Industries headquartered in Navy Mumbai, Maharashtra that
provides wireless 4G LTE service network (without 2G/3G based services) and is the only Volt only
(voice over LTE) operator in the country which lacks legacy network support of 2G and 3G. with
coverage across all 22 telecom circles in India. The services were first beta launched to jio's partners and
employees on 27 december 2015. On the eve of 83 birth anniversary of late Dhirubai Ambani founder of
reliance industries, and later services were commercially launched on 5 September 2016.

In June 2010, reliance industries bought a 96% stake in infotel

broadband service ltd for rupees 4800 crore. Although unlisted,IBSL was the only firm to win broadband
spectrum in all 22 zones in India in the 4G that took place earlier that year Later continuing as RIL's
telecom subsidiary, infotel broadband services ltd was renamed as reliance jio infocom ltd in Jan 2013. In
June 2015.jio announced that it will start it's operations all over the country by the end of 2015.
However,4 months later in out 2015 the company's spokesman sent out a press release starting that the
launch was postponed to the first quarter of the financial year 2010-2017. Later in July a PIL filed in the
supreme Court by an NGO called the center for public interest litigation through Prashant bhushan,
challenged the grant of pan-India license to jio by the Govt of India. The PIL also alleged that jio was
allowed to provide voice telephony along with its 4G data service, by paying an additional fees of just
rupees 165.8 crore which was arbitrary and unreasonable, and contributed to a loss of rupees 2284.2 cr.
The 4G services were launched internally to jio's partners its staff and their families on 27 December
2015 Bollywood actor shah Rukh Khan who is also the brand ambassador of jio kick started corporate
park in Mumbai, along with celebrities like musician AR Rahman actor Ranbir Kapoor and Javed Jaffery
and film maker Rajkumar Hirami. The closed event was witnessed by more than 35000 RIL employees
some of when were virtually connected from around 1000 locations including Pallas in the US

The company commercially launched it's service on 5 September 2016. Within the 1 month of
commercial operations. Jio announced that it had acquired 16 million subscribers. This is the fastest
ramp-up by any mobile network operates anywhere in the world. Jio crossed 50 million.

subscribers marks in 83 days since it is launch. Jio crossed 100 million subscribers on 22 February 2017.
Jio own spectrum in 800 MHz and 1800 MHz bands in10 on 66 circles respectively. of the total 22
circles in the country, and also owns pan-India licensed 2300 MHz spectrum. The spectrum is valid till
2035.

26
 Products and services by jio

Reliance jio 4G broadband

The company has launched its 4G broadband services throughout India in the first quarter of 2010
financial year, it was started to release in December 2015 after some reports said that the company was
waiting to receive final permits from the government. Mukesh Ambani, owner of Reliance Industries
Limited who's reliance jio is the telecom subsidiary, had unveiled details of jio is the 4 Generation
Services on 12 June 2015 at the RIL's 41" annual general meeting. It will offer data and voice services
with the Peripheral services like a instant messaging. live TV. movies on demand, news, streaming music
and the digital payment platform. The company has a network of more than 250000 kilometers of fiber
optics cables in the country, over which it will be partnering with the local cable operators to gear
broader connectivity for its broadband services, which is multi service operation (MSO )license, jio will
also sew as a Tv channel distributor and will offer television on demand on its network

Jionet Wi Fi
Jto providing free Wi-Fi hotspot services in cities throughout India location

including Ahmedabad, Gujarat, Jabalpur, Madhyapradhesh. Select locations of Mumbai. In Maharashtra,

Kolkata, in West Bengal, Lucknow in Utharpradhesh, Bhubaneshwar in Odisha. Collectorates office in
Mumbai. In March 2016, jio started providing Wi-Fi Internet at 6 cricket stadium hosting the 2016 ICC
World 20 twenty matches. Jio net was made available in. Mumbai Stadium Punjab Cricket Association.
IS Bindra Stadium, Himachal Pradesh Cricket Association Stadium etc.

Jio apps
In May 2016. Jio launched a bundle of multimedia apps on Google Play as part of its upcoming 4G
services. By the apps are available to download for everyone. A user will require a jio sim card to use
them. Additionally, most of the apps are in beta face following are the apps:

My jio Manage jio account and digital services associated with it.

Jio play: A live TV channel service.

⚫ Jio on demand: An online HD video quality

⚫ Jio chat messenger: An instant messaging app

⚫ Jio beats: A music player

⚫ Jio jou: A VOLTE pho e simulator

⚫ Jio express news: A news and magazine aggregator

27
⚫ Jio security Security app

⚫ John Drive Cloud based backup too

⚫ Jio money wallet. An online payments

Jio preview offers for HP laptops

• Three months free unlimited IG Internet (Connected with 31 devices)

• Three months free Unlimited calling (at any network).

• Three months free unlimited SMS. • Lifetime roaming free (All India)

• Available in reliance store and digital mini express. Store.

Jio smart home

Jio already announced a handful of smart home product at jio Giga Fiber Launch AGM next year, jio
willbe bringing in mere smart home products like smoke and water sensor panic button, smart video
doorbell, smarts switches etc. in India.

Jio smart phone

Jio phones could grab attention as they were basic phones with the 4G network connectivity and with
some utilarian apps like WhatsApp. Sprinkled into the small package. And now, top official at Reliance
Jio in Infocom says that they are working on affordable long screen smartphones. which will offer both
high quality content and high speed connectivity to the Indian market. As per reports. jio has partnered
with the Flex. at US contract manufacturer as well as tech Giants like Apple. Samsung. Xiami and oppo
for this endeavor

Jio DTH service

Jio is also expected to launch their DTH service. In order to use the DTH service, the customer need to
use no TV app.jio sim and no home broadband connection. Users can enjoy the local channels also via
DTH They also support saving the shows to their cloud space provided by jio

Jio prepaid plans

With prepaid, it means you will always pay or recharge for your plan for up front. Jio's popular prepaid
plans are:

28
2GB per day packs 1.5GB per day

packs 1 GB per day packs

3 GB per day packs Long term talks @rupees 4999 for 360 days with 350

GBJio postpaid plan

On a postpaid plan, You pay at the end of the month based on your usage. Following are the post paid
offers provided by jio

75 GB @rupees 399

100 GB @rupees 599

150 GB @rupees 799

200 GB @ rupees 999

300 GB @ rupees

1499 Advantages

1- Free SMS and voice calls: Unlimited free texts and voice calls are the main reasons for the crowd
going crazy behind the new network. But according to the rules laid by TRAI, you can send only 100
SMS, here is link to know all about JIO in Details - All About JIO

2- Free Roaming Services Nation Wide: The Jio network provides free national roaming services. This is
the first time any service is providing a free roaming system in the country. Previously, the huge roaming
charges was a nightmare for almost everyone. This would be eased by the Jio Netwrok.

3- The free Wifi data network: Apart from network that Jio is offering, it also have the wifi

data system. By this, you can use free Wifi data fro specify wifi hotspot across country by reliance.

4- Voice over LTE calls: Since the customers pay

only for data in Jio, the voice calls are also made available by the feature called Voice over LTE.

This feature is comparatively new in the country but promises excellent clarity in the audio. But there is
a catch in this feature. This service can The normal 4G LTE phones doesn't support this. And added to
this, the data should be switched be availed ONLY if your phone supports VoLTE.

on all the time to receive or make voice calls.

5- LTE Network: The Jio network offers only LTE network. Because of this, the user doesn't have to
worry about the network dropping to 2G or 3G. So unlike the other services, which switches down to 2G
or 3G when there is no network, the Jio network cleanly over steps them all.

29
Disadvantages
1- The daily Data Cap: The "Unlimited" 4G data
plans in Jio comes with a twist. The amount of 4G data that can be used per day is limited to 4GB. After
using the 4GB, then he download speed will go down to 128kbps.

2- Refill to call: The voice calls can not b until and unless you purchase any data plan from
Jin So this means that to avail the free voice calls, you first have to refill your phone with a data pack,
here are the plans after 31st December - Reliance Jio Tariff Plans After Expiry of Welcome Offer

3- The "Night": Jio offers unlimited data plans to all the customers with any of its tariff plans, but
with a twist. The Night in Jio is defined as the time between 2AM and 5AM, which means this offer will
be valid only during this time unlike other networks which offer their night data from 11PM to 7AM.
4- Bandwidth Throttling: While you download bigamounts of anything, the download spee es
down to1MBPS. This is done to spread the speed equally to all users instead of just one user taking up
the majority of data coming from a tower resulting in the other users getting very low speed data.

5- The Rs50/GB haox: There is a popular misconception about Jio that it is offering 1GB of 4G
cellular data. But the catch behind this misconception is that Jio is NOT offering 1GB of
cellular data for Rs 50, but it is the JioNet which can be availed in this price, Here, this can be
made use of only in the specific Wifi Hotspots

created in the Jio Network across the country.Reliance Jio and JioMart:
Marketing Strategy, SWOTAnalysis, and WorkingEcosystem.

30
"Change your strategy as trends change" this is an excellent prescription for the successful business, and it
is what most of the largest and highly profitable retail companies embrace, and hence Reliance Industries
do. At a world level, the Reliance industry aims to be amid the top 20 companies with refining and
petrochemicals, it has established new era businesses - Reliance Jio and Reliance Retail.

On a brief note, Reliance Retail, founded in 2006, is the biggest retailer across the country by revenue. It
has numerous physical stores nationwide and serves millions of customers each day.

But, for Reliance Jio we will grab information during the read, so, in the coming sections of this blog, you
will find an introduction to RIL, Reliance Jio, SWOT analysis, and a good initiative JioMart along with its
working ecosystem and core strategies.

It's About Reliance Jio

The inception of Jio was in 2005 when RIL split, the company was known as Infotel Broadband
previously, now by this time it is widely acknowledged as "Reliance Jio" (a dream project of Mukesh
Ambani). It has begun with broadband services, stepped into 3G and 4G, and is extending its mobile
products and services through e-marketing.

Initially, Jio has created a really tough competition that Airtel and Vodafone have watched almost the
double-digit rate of decline in their revenues, at that time, Lyf phones made an attempt into the market
with Jio Preview offers as unlimited free data pack for 3 months and free voice calls with SMS was the
way they listed into the market.

1. Combined Marketing Strategies

Price: One of the most attractive strategies, Jio adapts, is pricing strategies. Not only the company offered
a satisfying price to their various products for individuals but it also leads the in-vogue telecom market.
Rival companies also modified their pricing strategies when Jio introduced premium 4G services at cheap
prices. However, Jio has revised its latest tariff plans.

Products: Jio is providing telecom products and assistance with high- speed internet
services and exclusive offers.

Place: By the various broadly spread circulatory channels, Jio products, and other digital items
are sold out at various Jio stores located in several cities in India. Reliance Jio stores have
evolved into India's largest supply chain in a short period of time that turns out to be an
augmented platform for distribution, incorporating a huge number of national and international
personal brands.

Promotion: When it comes to making positive brand consciousness, Reliance Jio has adopted a
bit aggressive marketing strategy including launching ad campaigns on television, radio,
newspapers, magazines, and social media platforms like Instagram, Facebook, circulatory
31
channels, Jio products, and other digital items are sold out at various Jio stores located in
several cities in India. Reliance Jio stores have evolved into India's largest supply chain in a
short period of time that turns out to be an augmented platform for distribution, incorporating a
huge number of national and international personal brands.

Twitter, and YouTube. They also have used film industry stars and celebrities' power to do
acting in their commercials ads and become joined with their brand.

2. SWOT Analysis of Reliance Jio

In order to understand the basics of SWOT analysis and other business analytics techniques, have click
on 8 Most Popular Business Analysis Techniques used by Business Analyst.

a) Strengths:Strengths are defined as appropriate actions or steps that each business takes.in its
spectrum of operations that can provide a business with a strong position among

The following are the strengths of actions or steps that each business takes in its spectrum of operations
that can provide a business with a strong position among rivals. The following are the strengths of
Reliance Jio:

Substantial customer acquisition strategy.

Robust customer base,

• Fast technology for better customer experience,

• Secure and steady endorsement of parent company Reliance Industries, Brand management and
control, Rapid and ample network, and Various offerings under a single name.

32
 b)Weakness:

Weakness are the areas where any

business or brand requires enhancement,

few weaknesses of Reliance Jio are

following;

Pricing controversies,Delayed introduction into the market,Activation issues, Overabundant freebies,

and Poor data connection.

c)Opportunities:
Opportunities are the exciting promenade in the business environment that besieges it on which any
business can exploit to advance its returns. Presently, Jio is looking for some coming growth by
launching 5G and 6G Technology at affordable prices Major opportunities for Reliance Jio include;

Forthcoming consumed technology,

• Inflation to different countries, Cutthroat Pricing Strategies, and

Apps and 5G and 6G technologies.

d)Threats:
Threats can be various factors in the business environment that could be adverse to the business in its
growth, some of the threats that Reliance Jio faces are;

Hazards of loss of customers

Critique and negative image

Eradication of unpaid services

Unethical business behavior and marketing practice.

33
Overview of Reliance JioMart (Desh Ki Nayi Dukaan).

JioMart has initiated a point of sale (POS) machine installation process and a platform to place orders for
Kirana (corner) stores in early 2019, it is currently available in Navi Mumbai, Thane, and Kalyan region
but soon will be available in other parts of the country.Jio has recognized four indispensable sources of
strength in order to get an enlargement that includes;

1. Augmenting geographical stretch,

2. Introducing brand new store conceptions and channels, 3. Reinforcing and upgrading customer
experience, and are Amazon, Alibaba-backed BigBasket, and Tencent-funded Udaan as they hold heavy-
hitter edges.

Hopefully, you have acquired the idea behind Reliance Jio's business strategies and working ecosystem
of JioMart. For more business and analytical blogs, connect with us at Facebook, Twitter, and LinkedIn.

34
 CHAPTER -V
DATA ANALYSIS AND
INTERPRETATION

35
Que 1 . Since when you are using jio ?

Table No 1

Time period Frequency

less than three month 5

3 to 4 months 7

more than 4 months 37

Not user 1

Total 50

Chart 1

Frequency
less than three month 3 to 4 months more than 4 months Not user Total

5% 7%

50%
37%

1%

36
Que 2 . From which source you came to know about Jio ?

Table no 2

Sources Frequency

Television 8

News paper 1

Internet 11

Family & Friends 30

Total 50

Chart 2

Frequency
News paper
1%

Television
8% Internet
11%
Total
50%

Family & Friends

30%

37
Que 3. Which feature of reliance jio convinced you to use this ?

Table no 3

Feature Frequency
connectivity 15
Advertisement 4
Schemes 30
Good will 1
Total 50

Chart 3

Frequency
connectivity Advertisement Schemes Good will Total

15%
4%

50%

30%

1%

38
Que 4. Which service do you like the most while using reliance jio ?

Table No 4

Service Frequency

Data service 25

Cell rate 7

Network coverage 18

Value added services 0

Total 50

Chart 4

Frequency
Data service Cell rate Network coverage Value added services Total

25%

50%
7%

18%

0%

39
Que 5 . Why did you choose this service provider ?

Table No 5

services Frequency

unlimited calling services 11

unlimited sms services 0

unlimited data services 11

All services 28

Total 50

Chart 5

Frequency
unlimited calling services unlimited sms services unlimited data services
All services Total

0%
11%

11%

50%

28%

40
Que 6 . Have you called anytime at customer care ?

Table no 6

Respondents Frequency

yes 12

No 38

Total 50%

Chart 6

Frequency
yes No Total

75%

1% 1%

24%

41
Que 7 . If yes , For what reason do you call customer ?

Table No 7

Reason Frequency

Value added services 0

Complaints 7

Information of new schemes 3

Other queries 2

Not caled or not answered 38

Total 50

Chart 7

Frequency
Value added services Complaints Information of new schemes
Other queries Not caled or not answered Total

2% 38%
3%
88%
7%
0% 50%

42
Ques 8 . Rate the following Reliance jio services on the basis of your satisfaction ?

1. Network coverage
2. Data services
3. Value added services
4. Customer care
5. New scheme and offers

Network coverage

Table no 8.1

Satisfaction Frequency
Excellent 25
Very good 20
Fairy good 3
Average 0
Poor 1
Not answered 1
Total 50

43
 Chart 8.1

Frequency
Excellent Very good Fairy good Average Poor Not answered Total

25%

50%

20%

0%
1%1% 3%
Data services
Table No 8.2

Satisfaction Frequency
Excellent 19
very good 22
Fairly good 6
Average 1
Poor 0
Not answered 2
Total 50

44
 Chart 8.2

Frequency

Excellent
19%

Total
50%
very good
22%

Not
answered Poor Average Fairly good
2% 0% 1% 6%

calling services
Table No 8.3

Satisfaction Frequency
Excellent 36
Very good 11
Fairy good 2
Average 0
POOR 0
Not answered 1
Total 50

45
 Chart 8.3

Frequency
Excellent Very good Fairy good Average

POOR Not answered Total

36%

50%

11%
2%

0%
1% 0%

Value added services

Table No 8.4

satisfaction Frequency
Excellent 13
Very good 27
Fairy good 7
Average 1
Poor 0
Not answered 2
Total 50

46
 Chart 8.4

Frequency
Excellent Very good Fairy good Average Poor Not answered Total

13%

50%
27%

7%
2%

0%
1%

Customer Care
Table No 8.5

Satisfaction Frequency
Excellent 1
Very good 16
Fairy good 15
Average 5
Poor 2
Not answered 5
Total 50

47
 Chat 8.5

Frequency
Excellent
1%

Very good
17%

Fairy good
Total 16%
53%

Average
Poor 6%
Not answered 2%
5%

New Schemes and offers

Table No 8.6

satisfaction Frequency
Excellent 18
Very good 25
Fairy good 5
Average 1
Poor 0
Not answered 1
Total 50

48
 Chart 8.6

Frequency

Excellent
18%

Total
50%
Very good
25%

Not answered PoAovrerage Fairy good

1% 0% 1% 5%

Ques 9. Are you satisfied with reliance jio services ?

Table No 9

Response Frequency

Yes 46

No 4

Total 50

49
 Chart 9

Frequency
Yes No Total

46%
50%

4%

Que 10 . In comparison to Reliance jio do you find the services of any other service
provider is better ?
Table No 10

Responds Frequency

Yes 10

No 40

Total 50

50
 Chart 10

Frequency
Yes No Total

50%
40%

50%

10%

fyrcg

51
 CHAPTER - VI
CONCLUSION , SUGGESTIONS and
BIBILOGRAPHY

52
Findings

The following are the findings of the study

1 . Reliance JIO has wide market

2 . Most customers purchased JIO because of its free services and new schemes

3 . Customers are nearly satisfied with the 4G unlimited services as compared to other services

4 . Reliance JIO is the market leader , all the customers are preferably happy with its products &
services

5 . Wide network coverage is available in Abhor areas according to the customers

6 . JIO services are highly effective in Abhor as the no . of calls made to the customer are low

At last it can be said that there is a lot of scope of Reliance JIO market in near future .

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

► Tata Teleservices network is not up to the mark at providing service to wide area and improving
quality of service.

► It is suggested that Reliance Communication should develop innovative Communication

services with in depth research development and continue improvement in the quality of
services.
► They should resort to TQM philosophy with good corporate governance and transparency in its
policies, programmes and strategies.

► It is further suggested that Reliance Communication, which enjoys 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 should develop their competitive
strength to meet the challenges and threats of global corporations in the Communication
business.

► It is suggested that Reliance Communication should develop relationship marketing to know

the real needs of the customers & should incorporate customer's suggestions.

53
► It is further suggested that Reliance Communication should short analysis, which will help
them to understand its real strengths and shortcomings.

► 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 organisations so the quality may be improved and suggestion
should be obtained from the people.

► Finally, the researcher would like to suggest that Reliance Communication 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 marketing people of Reliance Communication should follow the
suggestion given above. It would go a long way to improve the Communication services being
provided by the organisation. Reliance should penetrate the market by entering to 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 the Reliance are must for every customer rather he
likes or dislikes. It is suggested that the instrument may be allowed of his choice & get activated
from the company.

► All collection system of Reliance 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 single window system to satisfy query of customer care systems.

► The customer care centres should be more effective. So, the customers may have the loyalty
with the 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 these are multi- disciplinary in character. The telecom sector
involves some of the most sophisticated concepts in economics social science & and
management among other disciplines.

54
Conclusion

Reliance JIO has become a very successful brand in India & providing customer satisfaction is to
be there main motive . It provided unlimited free calling and data services & SMS on the move as
people are more dependent on it in their daily lives like wide network coverage and good 4G
services . Because 3G services was unable to meet our customer needs and wants . That’s why 4G
has been eveolved for Indian customers.

Reliance JIO possesses congestion free & wide network coverage , attractive 4G schemes &
customer services as well as lifetime roaming free services . providing customer satisfaction is the
most crucial step of the company as they are to be satisfied and provided 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 beand in India and will be successful in overseas market in
upcoming years . It possesses congestion free & wide network , attractive 4G schemes & customer
services to cover one of the widest areas .

From the details it can be concluded that 75% of Reliance JIO users preferred to remain with
Reliance JIO and fully satisfied . Also good number of customers who are willing to switch from
their respective subscribers showed interest in Reliance JIO . Reliance JIO is capturing the wide
area of Indian markets increasingly day by day . Hence , these statistics imply a bright future for the
company . It can be said that in near future , the company will be booming in the telecom industry .

Bibliography
REFERRED BOOKS: -

KOTHARI, C.R, (2004): “RESEARCH METHODOLOGY AND TECHNIQUES”

NEW AGEINTERNATIONAL PUBLISHERS, NEW DELHI, 2 EDITIONS
PRINCIPLES OF MARKETING- PHILIP KOTLER AND KEVIN KELLER, EDITION 12
MARKET RESEARCH – DD SHARMA

BOOK AND MAGAZING ON MOBILE COMMUNICATION- KAMIL SH. ZIGANGIROV

Articles

http://articles.economictimes.indiatimes.com/2014-02-17/news/47412248_1_telecom-
venture-reliance- jioinfocomm-akash-ambani
http://economictimes.indiatimes.com/industry/telecom/reliance-jio-infocomm-launches-4g-
services- foremployees/articleshow/50344999.cms

http://articles.economictimes.indiatimes.com/2010-06-12/news/27612484_1_division-
of-reliance- empirewave-of-value-creation-world-class-consumer-experiences
55
 http://www.thehindu.com/business/Industry/reliance-jio-employees-to-get-freebies-discount-on-
4gservice/article8029393.ece http://www.business-standard.com/article/companies/reliance-jio-
to-launch- commercial-services-bydecember-ambani-115061200219_1.html

Websites

www.jio.com
www.wikipedia.com
www.mylyf.com
www.jiocare.com

QUESTIONNAIRE: -

(1) Which operator service do you use?

(a) Vodafone
(b) Airtel
(c) Jio
(d) other

(2) Are you aware of Reliance Jio?

( a) yes
( b) No

(3) From which source did you come to know about Reliance Jio?
(a) Newspaper
(b) Advertising
(c) Mouth publicity
(d) other

(4) What is your average monthly expenditure on mobile (in Rs)? 200-300
( a ) 300-400
( b) 400-500
( c) Above 500

5. Which services you like most in jio ?

(a) Data services
(b) Call rates
(c) Network coverage

6 . since how long you are using reliance jo services?

(a) one month
(b) 2-3 month
(c) 3-4 month
(d) above year

56
7 would you switch jio from other brand?
(a) Yes
(b) No

8 which features of reliance jio convinced you to use this?

(a) goodwill
(b) advertisement
(c) schemes

9 why did you choose this service provider?

(d) unlimited calling services
(e) unlimited data services
(f) unlimited sms services
(g) all services

10 Would you like to recommend Jio to other?

(a) Yes
(b) No

11what should be improved in reliance jio ?

(a) improve network coverage
(b) remove calling congestion

(c) upgrade in android version

(d) others

12 what about reliance jio makes you loyal customer?

(a) services
(b) price
(c) offer
(d) brand name
(e) brand ambassador

57