CHAPTER 1 – INTRODUCTION AND LITERATURE

REVIEW

Introduction
This research is conducted on the basis of growing competition in Telecommunication
Industry. The biggest competitor of mobile sector in Roorkee are “Reliance Jio
&Airtel”. But to get a better understanding of it, we first need to have a basic
understanding of Telecom Industry.

Telecom Industry
The telecommunication is the biggest factor in influencing the speed of life in the modern
age. Today we can get connection with any corner of world through the push button of
computer, with the small mobile phone we can sent not only the massages but also a
secret document. As we know that there is a positive view behind any mention that it
should be helpful in the development of society. But humans have diverted mentality
some of them of positive view and some of them of negative view.

Where use any invention for the welfare of society but some uses for the satisfaction their
disturbed mentality and to earn more and more money whether it may be harmful for the
society. They infringe the norms of society and their behavior is condemned as antisocial,
immoral and sinful. The telecommunication is the biggest factor in influencing the speed
of life in the modern age. Today we can get connection with any corner of world through
the push button of computer, with the small mobile phone we can sent not only the
massages but also a secret document. As we know that there is a positive view behind any
mention that it should be helpful in the development of society. But humans have
diverted mentality some of them of positive view and some of them of negative view.
Where use any invention for the welfare of society but some uses for the satisfaction their
disturbed mentality and to earn more and more money whether it may be harmful for the
society. They infringe the norms of society and their behaviour is condemned as
antisocial, immoral and sinful.

1
History Of Telecom Industry
Telecommunications in India began with the introduction of the telegraph. The Indian
postal and telecom sectors are one of the world's oldest. In 1850, the first experimental
electric telegraph line was started between Calcutta and Diamond Harbour. In 1851, it
was opened for the use of the British East India Company. The Posts and Telegraphs
department occupied a small corner of the Public Works Department at that time.
The construction of 4,000 miles (6,400 km) of telegraph lines was started in November
1853. These connected Kolkata (then Calcutta) and Peshawar in the north; Agra, Mumbai
(then Bombay) through Sindwa Ghats, and Chennai (then Madras) in the south;
Ootacamund and Bangalore. William O'Shaughnessy, who pioneered the telegraph and
telephone in India, belonged to the Public Works Department, and worked towards the
development of telecom throughout this period. A separate department was opened in
1854 when telegraph facilities were opened to the public.

CELLULAR MOBILE SERVICES

Cellular is one of the fastest growing and most demanding telecommunication
applications. Today, it represents a continuously increasing percentage of all new
telephone subscriptions around the world.
Currently there are more than 45 million subscribers in worldwide and nearly 50 % of
those subscribers are located in USA. It is forecasted that cellular systems using a digital
technology will become the universal method of telecommunications. By the year 2005,
forecasters predict that there will be more than 100 million cellular subscribers
worldwide.

GSM (Global System for Mobile Communication)

The GSM Association is a unique organization, with a truly global reach, offering a full
range of business and technical services to its members. Now as the wireless family
unfolds the association is deriving forward its vision of seamless, limitless, world of
wireless communication.

2
Throughout the evolution of cellular telecommunications, various systems have been
developed without the benefit of standardized specifications. This presented many
problems directly related to compatibility, especially with the development of digital
radio technology. The GSM standard is intended to address these problems.
Global system for mobile communication (GSM) is a globally accepted standard for
digital cellular communication. GSM is the name of a standardization group established
in 1982 to create a common European mobile telephone standard that would formulate
the specifications for a pan European mobile cellular radio system operating at 900 MHz
It is estimated that many countries outside of Europe will join the GSM partnership.

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 INDUSTRY PROFILE

Introduction:
An industry is an area of economic production which involves large amounts of upfront
capital investment before any profit can be realized. In economics and urban planning,
industry is an intensive type of land use with economic activity involved with
manufacturing and production.

About telecommunication:
The process of transmitting or receiving information over a distance by any electric or
electromagnetic medium can be called as telecommunication. Information may take the
form of voice, video, or data. Over the last 2,000 years we have learned to communicate
over land, sea and space. Telecommunications was the cutting-edge business of the 19th
century and the
industry with foremost growth in the past 100 years.

Brief history of Indian telecom:

The history of Indian Telecom Sector began in 1851, when The British Government laid
down the first operational landlines in Kolkata. In 1881, a separate telephone service was
introduced by opening telegraph facilities to the public. The telephone services were
merged with the postal system in the year 1883. In the beginning, Rajdhani of East India
Company was situated at Kolkata; but in the year 1911, the capital got shifted to Delhi
and continued to be capital of India. At that time, Public Works Department (PWD) was
running the functions of telecom operations with head office at New Delhi. Gradually the
control of telecom operations transferred to Director General Postal and Telegraph
(DGP&T) from PWD, from DGP&T to Department of Telecommunication (DoT), from
DoT to Department of Telecom Service (DTS), and finally landed in Bharat Sanchar
Nigam Limited (BSNL). All these years,
New Delhi continued to be the head office of Telecom Sector. In the year 1923, Indian
Radio Telegraph Company (IRT) was formed. In the year 1947, just after the
independence, all the foreign telecommunication companies were nationalized to form

4
Telephone, Telegraph and Post (PTT), which monopoly manner. To get better
performance, Government decided to bring the Indian Telecom Sector under the roof of
state’s control. In 1980, private sector
was allowed in manufacturing telecom equipment’s, which initiated reforming the
telecommunication sector.
Twelve years later, in 1997 Telecom Regulatory Authority of India (TRAI) came into
existence. Telecommunications is one of the prime support services needed for the rapid
growth and modernization of various sectors the economy. It has become especially
important in recent years because of enormous growth of Information technology (IT)
and its significant impact on the rest of the economy. India is perceived to have a special
comparative advantage that depends critically on high quality telecommunication
infrastructure.

Players in Indian telecom industry:

 Bharti Airtel
 Vodafone Idea
 Reliance Jio
 BSNL

5
 COMPANY PROFILE

BHARTI AIRTEL LIMITED:

Business description:
Airtel India is the largest provider of mobile telephony and second largest provider of
fixed telephony in India, and is also a provider of broadband and subscription television
services.
The brand is operated by several subsidiaries of Bharti Airtel, with Bharti Hexacom and
Bharti Telemedia providing broadband fixed line services and Bharti Infratel providing
telecom passive infrastructure service such as telecom equipment and telecom towers.
Bharti Airtel Limited is part of Bharti Enterprises and is headed by Sunil Bharti Mittal.

Airtel is the first Indian telecom service provider to achieve Cisco Gold Certification. It
also acts as a carrier for national and international long distance communication services.
The company has a submarine cable landing station at Chennai, with a connection to
Singapore. As of September 2016, Airtel has 255.73 million subscriberswith a market
share of 24.7% in the Indian telephony market. Airtel was named India's second most
valuable brand in the first ever Brandz ranking by Millward Brown and WPP plc.

On 19 May 2010, the broadband wireless access (BWA) or 4G spectrum auction in India
ended. Airtel paid ₹33.1436 billion (US$490 million) for spectrum in 4 circles:
Maharashtra and Goa, Karnataka, Punjab and Kolkata. The company was allocated 20
MHz of BWA spectrum in 2.3 GHz frequency band. Airtel's TD-LTE network is built
and operated by ZTE in Kolkata and Punjab, Huawei in Karnataka, and Nokia Siemens
Networks in Maharashtra and Goa. On 10 April 2012, Airtel launched 4G services
through dongles and modems using TD-LTE technology in Kolkata, becoming the first
company in India to offer 4G services. The Kolkata launch was followed by launches in
Bangalore (7 May 2012), Pune (18 October 2012), and Chandigarh, Mohali and
Panchkula (25 March 2013). Airtel obtained 4G licenses and spectrum in the telecom
circles of Delhi, Haryana, Kerala and Mumbai after acquiring Wireless Business Services

6
Private Limited, a joint venture founded by Qualcomm, which had won BWA spectrum
in those circles in the 4G spectrum auction. Airtel launched 4G services on mobile from
February 2014. The first city to get the service was Bangalore. Airtel has started their 4G
services in Karnal and Yamuna Nagar in Haryana on 16 June 2015. Airtel 4G 16 trials
have been started in Delhi from 18 June 2015. Airtel had 1, 20,000 4G subscribers as of
May 2014.

As of March 2016, Airtel provides 4G coverage in 350 cities in 15 circles. Airtel

extended its 4G network to 15 km off India's coastline, following a request by the Indian
Navy.

Strategy:
To consistently fine tune the strategies and strengthen the innovative core to
anticipate and lead change in the global digital landscape.

Vision:
To enrich lives of customers and to win new customers for life through an
exceptional experience.

Objectives:
To grow market share, grow revenue and to drive down cost.

Values:
Alive, inclusive and respectful

Network

Radio frequency summary

Airtel India owns spectrum in 900 MHz, 1800 MHz, 2100 MHz and 2300 MHz bands
across the country.

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Partnerships
We partner with world's finest companies like Vodafone, Singtel (Singapore Telecom),
Ericsson, Nokia, IBM and many more to bring the best of products & service to you.
Products &Services

Telecom Services
Bharti Airtel offers GSM mobile services in all the 22-telecom circles of India and is the
largest mobile service provider in the country, based on the number of customers

Telemedia Services
The group offers high-speed broadband with the best in class network. With fixed line
services in 87 cities, we help you stay in touch with your friends & family and keep you
updated round the clock.

Airtel Business
Airtel business provides a broad portfolio of services to large Enterprise, Government,
Small & Medium businesses and carrier customers. It is India's leading and most trusted
provider of communication and ICT services, offering services that include voice, data,
network integration, data center & managed services, enterprise mobile applications and
digital media

Expert solutions that optimize cost

Businesses are constantly working on optimising cost by reducing technology spend,
managing service levels and demonstrating the business value of information and
communication technology. Airtel solutions have skillfully optimized costs by
streamlining workflows and business processes across 17 enterprises.

Digital TV services
Discover the magical experience of digital entertainment with Airtel. From DVD quality
picture and sound, the best and widest variety of channels and programmers to the best
on-demand content on Airtel Live, your TV viewing experience change forever with
digital TV from Airtel.

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Empowering enterprises with intelligent networks
Offering end-to-end comprehensive solutions for network connectivity, Airtel’s
Intelligent Networks Solution empower your business through customised solutions and
increased coverage. Our MPLS, VSAT, IPLC, Ethernet, Internet, and NLD help your
enterprise reliably adopt technology for business growth

Getting mobility strategy right

Catering to the operational needs of your organization, Airtel’s Enterprise Mobility
Solutions make you the task master of your business with an inclusive service that
provides apps, voice plans & devices and gives your employees the freedom to work
from anywhere.

Building a business without boundaries

Airtel Collaboration Solutions brings you an exciting world of conferencing that enables
speedy decision taking – saving colossal amounts of effort and makes ample room for
growth opportunities by promoting teamwork between employees, partners and
customers

Making business seamless

Increase your revenue, decrease all operating expenses and enhance your business
dexterity with airtel Cloud and Managed Solutions. Its seamless integration helps
transform your business processes and unlocks the true potential of your organization and
employees, allowing you to tap into new revenue sources.

Connectivity to grow your business

Whether you are looking to expand your existing business or start a new one, we offer
you a complete suite of office connectivity solutions. From fixed line to office internet to
mobile data on dongles and Wi-Fi dongles, we have got it all covered. Airtel's recently
launched My Plan for business has further empowered enterprises with absolute mobile

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plan flexibility. Simply fill the form on the right and know 18 how you can improve
connectivity in your office.

Enabling rich media experiences

Enterprises across verticals now need to manage and deliver compelling media
experiences in more places - faster, cheaper, and with less complexity. Airtel Digital
Media Solutions ensure end-to-end electronic distribution of content including content
production, acquisition, storage, processing, and delivery. Just another instance of how
our solutions is working for business every day.

Media center
Bharti Airtel completes secondary sale of 10.3% stake in Bharti Infratel to a consortium
of KKR & Canada Pension Plan Investment Board (CPPIB).

Marketing & Branding

Chettri has effortlessly taken on the 'Airtel Girl' tag, earlier held by Rakul Preet Singh
who appeared in the memorable Airtel night plan campaign last year. A graduate in
advertising from Xavier's Institute of Communications (XIC) Mumbai, Chettri was a
trainee copywriter.
Benefits of AIRTEL plans
 For Prepaid users: Free 3GB data with every Rs 345* recharge
Under this offer, customers with any 4G mobile handset who are not on the Airtel
network or
upgrading to a new 4G device can enjoy 3GB free data, in addition to the regular pack
benefits with Airtel’s Rs. 345 prepaid recharges. The pack will offer free calls - Local and
STD – to any network in India plus 4GB data (1GB regular pack benefit + 3GB free
data).
The first time free 3GB data benefit can be availed through My Airtel app and data
benefits on subsequent recharges will be instant. The pack benefits will be valid for 28
days and can be availed for a maximum of 13 recharges till December 31, 2017.

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  For Postpaid users: Free 3 GB data per month with all MyPlan Infinity
Plans
Customers with any 4G mobile handset, who are not on the Airtel network or upgrading
to a new 4G device, will now get 3GB free data per month, with all MyPlan Infinity
plans. This is in addition to regular plan benefits which includes unlimited free voice
calling - Local/STD/Roaming, generous bundles of data, free SMS and free subscription
to Wynk Music and Wynk19 For instance, the Rs 549 Infinity plan will now offer
unlimited free calling plus 6 GB data (3GB regular data + 3GB free data) per month
along with other pack benefits to customers under this offer. The Rs 799 Infinity plan will
offer unlimited free calling plus 8 GB data (5 GB regular data + 3GB
free data) per month along with other pack benefits to customers under this offer.

New Tagline of Airtel

“Touch Tomorrow and the Good Life”.

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 Bharti Airtel

Bharti Airtel registered office in Gurgaon

Type Public

Traded as  BSE: 532454
 NSE: BHARTIARTL
 BSE SENSEX
Constituent
 NSE NIFTY 50
Constituent

ISIN INE397D01024

Industry Telecommunications

Founded 7 July 1995; 27 years ago[1]

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Founder Sunil Mittal

Headquarters Nelson Mandela Road, New

Delhi, India[1]
Area served Worldwide
Key people  Sunil Mittal (Chairman)
 Gopal Vittal (MD & CEO)

Products  Fixed line telephone

 Mobile telephony
 Broadband
 Satellite television
 Payments bank
 Digital television
 Internet television
 IPTV

Revenue  ₹117,081
crore (US$15 billion) (2022)[2]
Operating  ₹10,059 crore (US$1.3 billion)
income (2022)[2]
Net income  ₹5,882 crore (US$740 million)
(2022)[2]

Total assets  ₹416,413

crore (US$52 billion) (2022)[2]

Total equity  ₹66,554 crore (US$8.3 billion)

(2022)[2]

Owners Bharti Enterprises (66.57%)

Singtel (32.15%)[3]
Google (1.28%)[4]

Members  491.26 million[5]

(March-2022)
Number of 48,600 (2022)[5]
employees

Subsidiaries  Airtel India

 Airtel Payments Bank
 Airtel digital TV
 Airtel Sri Lanka
 Airtel Africa
 Airtel-Vodafone (50%)

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  Robi (28.18%)
 Wynk Music

Website www.airtel.com

RELIANCE JIO

Business description:
Reliance Jio Info comm Limited, doing business as Jio, is a LTE mobile network operator
in India. It is a wholly owned subsidiary of Reliance Industries headquartered in Navi
Mumbai, Maharashtra that provides wireless 4G LTE service network (without 2G/3G
based services) and is the only 'VoLTE-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 83rd birth anniversary of late Dhirubhai Ambani, founder of Reliance
Industries,[4][5] and later services were commercially launched on 5 September 2016.

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband
Services Limited (IBSL) for ₹4,800cr. Although unlisted, IBSL was the only firm to win
broadband spectrum in all 22 zones in India in the 4G auction that took place earlier that
year.[6] Later continuing as RIL's telecom subsidiary, Infotel Broadband Services
Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in January 2013.

In June 2015, Jio announced that it will start its operations all over the country by the end
of 2015.[8] However, four months later in October 2015, the company's spokesmen sent
out a press release stating that the launch was postponed to the first quarter of the
financial year 2016-2017.

Later in July, a PIL filed in the Supreme Court by an NGO called the Centre for Public
Interest Litigation, through Prashant Bhushan, challenged the grant of pan-India license
to Jio by the Government of India. The PIL also alleged that Jio was allowed to provide

14
voice telephony along with its 4G data service, by paying an additional fee of just ₹165.8
crore (US$25 million) which was arbitrary and unreasonable, and contributed to a loss of
₹2,284.2 crore (US$340 million) to the exchequer.

The 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.

The company commercially launched its services on 5 September 2016.Within the first
month of commercial operations, 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 marks in 83 days since its launch. Jio crossed
100 million subscribers on 22 February 2017.

Strategy:
Jio has invested wisely in LTE infrastructure that is easily scalable to future generation
and they don’t carry the burden of legacy systems. Jio’s strategy is to get as many
consumers on board as possible and to retain these consumers. Jio continue customer
acquisition aggressively and their prime services are allowing differentiating Jio from
their competitors.

Vision:
Jio’s vision is to transform India with the power of digital revolution-to connect everyone
and everything, everywhere-always at the highest quality and most affordable price.

Objectives:
Jio will play a key role in the digital development of India – with applications for
everything from education to healthcare, security to financial services, technology to

15
entertainment. Shri. Mukesh Ambani, Chairman, Reliance Industries Ltd. says, "Jio is
about bringing people together, safely and securely.

Values:
Customer Value, Ownership Mindset, Respect, Integrity, One Team & Excellence.
Network
Radio Frequency Summary
Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles, respectively, of
the total 22 circles in the country, and also owns pan-India licensed 2,300 MHz spectrum.
The spectrum is valid till 2035.

Partnerships
Ahead of its digital services launch, Mukesh Ambani-led Reliance Jio entered into a
spectrum sharing deal with younger brother Anil Ambani-backed Reliance
Communications. The sharing deal is for 800 MHz band across seven circles other than
the 10 circles for which Jio already owns. In September 2016, Jio signed a pact with
BSNL for intra-circle roaming which would enable users of the operators to use each
other's 4G and 2G spectrum in national roaming mode.

Marketing & Branding

On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's brand
ambassador.

Products &Services
RELIANCE JIO 4G BROADBAND
The company has launched its 4G broadband services throughout India in the first quarter
of 2016 financial year. It was slated to release in December 2015 after some reports said
that the company was waiting to receive final permits from the government. Mukesh
Ambani, owner of Reliance Industries Limited (RIL) whose Reliance Jio is the telecom
subsidiary, had unveiled details of Jio's fourth-generation (4G) services on 12 June 2015

16
at RIL's 41st annual general meeting. It will offer data and voice services with peripheral
services like instant messaging, live TV, movies on demand, news, streaming music, and
a digital payments platform. The company has a network of more than 250,000 km of
fiber optic cables in the country, over which it will be partnering with local cable
operators to get broader connectivity for its broadband services. With its multi-service
operator (MSO) licence, Jio will also serve as a TV channel distributor and will offer
television-on-demand on its network.
Pan-India Spectrum
Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles, respectively, of
the total 22 circles in the country, and also owns pan-India licensed 2,300 MHz spectrum.
The spectrum is valid till 2035.Ahead of its digital services launch, Mukesh Ambani-led
Reliance Jio entered into a spectrum sharing deal with younger brother Anil Ambani-
backed Reliance Communications. The sharing deal is for 800 MHz band across seven
circles other than the 10 circles for which Jio already owns.
Reliance Jio’s vision for India is that broadband and digital services will no longer be a
luxury item, Rather convert it into a basic necessity that can be consumed in abundance
by consumers and small businesses. The initiatives 18 are truly aligned with the
Government of India's ‘Digital India’ vision for our nation.
 Digital Healthcare
 Affordable Devices
 Jio Drive
 Digital Currency
 Digital Entertainment and social connectivity

Jionet Wi-Fi
Prior to its pan-India launch of 4G data and telephony services, Jio has started providing
free Wi-Fi hotspot services in cities throughout India including Ahmedabad and Surat in
Gujarat, Indore, Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of
Mumbai in Maharashtra, Kolkata in West Bengal, Lucknow in Uttar Pradesh,
Bhubaneswar in Odisha, Mussoorie in Uttarakhand, Collectorate's Office in Meerut, and
at MG Road in Vijayawada among others. Title=Reliance Jio rolls out Wi-Fi service at IP
sigra Mall in Varanasi among others. In March 2016, Jio started providing free Wi-Fi

17
internet to spectators at six cricket stadiums hosting the 2016 ICC World Twenty20
matches. Jionet was made available in Wankhede Stadium (Mumbai), Punjab Cricket
Association IS Bindra Stadium (Mohali), Himachal Pradesh Cricket Association Stadium
(Dharamshala), Chinnaswamy Stadium (Bengaluru), Feroz Shah Kotla (Delhi), and Eden
Gardens (Kolkata) in India.

Jio apps
In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its
upcoming 4G services. While 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 phase.
Following is a list of the apps:
 MyJio - Manage Jio Account and Digital Services associated with it
 JioPlay - A live TV channel service
 JioOnDemand - An online HD video library
 JioChat Messenger - An instant messaging app
 JioBeats - A music player
 JioJoin - A VoLTE phone simulator
 JioMags - E-reader for magazines
 JioXpressNews - A news and magazine aggregator
 JioSecurity - Security app
 JioDrive - Cloud-based backup too
 JioMoney Wallet - An online payments/wallet app.

JIO PREVIEW OFFER (JPO)

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  3 Months free unlimited 4G Internet in LYF smartphones and others all 4G
smartphones (Samsung, Apple, Oneplus, MI, Oppo and Vivo etc.)
 3 Months Free Unlimited Calling (At any network)
 3 Months Free Unlimited SMS
 Life time Roaming Free (All over India)
 2 Years Warranty (LYF handsets only)

Benefits of JIO 4G plans

 Unlimited Data, Calls and SMS free till 31st December 2016.
 Data cost at cheaper rates (Rs 10/GB).14
 No roaming charges, across India, any network.
 Unlimited Free calls on any network in India.
 No Roaming charges any network, all India
 Students to get 25 percent extra data on the tariffs if they show a valid ID when
signing up for Jio.

Jio Tagline
“Karlo duniya mutthi mein” and “Jio Jee Bhar Ke”

19
 Reliance Jio Infocomm Limited

Jio's headquarters in RCP, Navi Mumbai

Type Subsidiary of Reliance Industries

Industry Telecommunications

Founded 15 February 2007; 16 years ago

Founder Mukesh Ambani

Headquarters Reliance Corporate Park, Ghansoli, Navi

Mumbai, Maharashtra

, 

India

Area served India

Key people  Akash Ambani

(Chairman)[1]
 Sandip Das
20
(Managing Director)

Products  Fixed-line telephone

 Mobile telephony
 Wireless broadband
 LITERATURE REVIEW
Szymanski D.M, Henard D.H (2001): The growing number of academic studies on
customer satisfaction and the mixed findings they report complicate efforts to identify the
precursor to and outcomes of businesses having more- versus less satisfied customers.
The authors conducted a meta-analysis of the reported findings on customer satisfaction.
They documented that equity and disconfirmation are most strongly related to customer
satisfaction on average. They also found that measurement and method factors that
characterize the research often moderate relationship strength between satisfaction and its
precursor and outcomes. The authors also discussed the implications surrounding these
effects and offer several directions for future research telecommunication industry in
Bangladesh. 282 samples were collected through structured questionnaire; study revealed
that service innovativeness, service reliability, service competitiveness and service
consistency have significant influence on making customer satisfied and the operator’s
network/signal coverage, pricing, offering, fulfilment of customer demand, value added
service, brand value and operators contribution for society have insignificant influences
on making customer satisfied at five percent level of significant at multiple regression

21
analysis. On the basis of these findings; study concludes that in promoting customer
satisfaction, mobile service providers should be concerned about factors that have
significant influence on promoting customer satisfaction in telecommunication industry
in Bangladesh.

Diaw B, Asare G (2018): The study examines on the effect of innovation on customer
satisfaction in the telecommunication service industry which is highly competitive in
Ghana. Product and service innovation is believed to be the key in satisfying and
retaining customers. Data were collected using questionnaire to 150 customers. Data
analysis tools were employed to assess the relationship between variables (dependent and
independent). A significant positive relationship was found between innovation, customer
satisfaction and retention.
The study also found that marketing innovations introduced in recent years has been a
major determinant in customer satisfaction and retention. The study recommends that
telecommunication companies should invest in providing innovative services by
researching current trends in order to forecast products and services.

Nurysh N, Naghavi N, Fah B.C.Y(2019): This study was an acknowledgement to the

request by previous researchers on the need to examine the important factors such as
perceived value and service quality that can directly affect the customer satisfaction in
Malaysian mobile phone operators. The moderating effect of attractiveness of alternatives
has been also tested between variables. Therefore, the empirical findings, which are based
on quantitative research and further multiple regression satisfaction. But it was found that
the interaction of both variables with attractiveness of alternatives has no effect to
improve or enhance the satisfaction.

Hoa T.K, Ngoc L.T.B (2020): This study was aimed at investigating three factors
(service quality, brand image and price perception) and assessed the degree of the impact
of each factor on customer satisfaction, especially the relationship between customer
satisfaction and customer loyalty in Vietnamese mobile telecom sector where there have
been the existence of the fierce competition, mature market and internationally integrated
economy, ultimately struggling for market share and survival. The results indicated that
each factor (service quality, brand image, price perception) has a positive impact on

22
customer satisfaction at the different level as well as a significantly positive relationship
between customer satisfaction and customer loyalty in mobile telecommunication
industry in Vietnam. The results of this study are consistent with the findings and
evidence in the extant literature. The study provides the important feedback from
customers to mobile telecom suppliers. Research
findings are expected to be marketing insights for Vietnamese mobile telecom managers
so that they can develop sound marketing strategies in today’s competitive and costly
market.

Goyal K, Kar A.K(2020):

For this study 4 lakh tweets were collected from Twitter by using popular hashtags and @
mention for telecommunication companies in India. The result indicates that there is a
positive relationship between independent variables (network quality, service interaction
quality, and customer support) and dependent variables (customer satisfaction). Topic
modelling and sentiment mining were done on these 4 lakhs tweets. The statistical
analysis indicated that network quality, service interaction quality and customer support
play a momentous factor in the satisfaction of customers in the telecommunication
industry.
Poulose J, Sharma V, Joseph S (2021):
This study was to check a model of various factors such as loyalty, satisfaction and
switching barriers ( customer relationship influencing consumer retention strategies in
Indian telecom service industry. A structured and undisguised questionnaire and a
convenient sampling method was used to collect the data from respondents from three
most populous cities (Indore, Bhopal, and Ujjain) of Central India. Around 450
questionnaires were distributed, out of which 318 usable responses were received for
final analysis. The instrument was checked for validity and reliability and the hypotheses
were tested through Structure Equation Modelling (SEM) for direct effect, and Multiple
Moderating Regression Analysis (MMRA) for moderating effect. The results suggested
that loyalty, satisfaction, switching barriers and customer relationship management are
positively related and have a direct influence on consumer retention, but the relationship
with alternative attractiveness has been found
weak. Switching cost, as moderating variable, was found to be very effective and showed
significant deviation in the relationship between independent and dependent variables.

23
AnithaRajathiD.V.M, MS (2021):
This study helped to improve the SERVQUAL model as the foremost framework for
investigating service quality and the relationships among customer satisfaction and
service quality variables. The results exposed that all the service quality items were
decent forecasters of customer satisfaction. For managers, this finding has significant
implications with concern to brand building strategies.

Rengarajan V, Amudha R, Nalini R (2022):.

The main objective of this study was to determine the repurchase intention of the buyers
towards Airtel. The study was based on primary data collected by way of administering
the questionnaire. The data was collected from 200 customers of Airtel situated in
Cuddalore district through simple random sampling method and were analysed by using
percentage analysis and ANOVA single factor with the help of SPSS package. Gender
influences the satisfaction level based on prompt trust in using Airtel, price sensitivity,
differentiation in service and multi-usage could not be continued because of their level of
dissatisfaction. 57%.

Yadav R.K, Dabhade N (2022):

This research study was an effort to ascertain some implicit factors that influenced
customer satisfaction in the Indian mobile service industry. Various satisfaction measures
like communication services, network issues, technology, price, brand image, and
customer care services were analysed. With the introduction of Reliance Jio in December
2015, the Indian telecom market got distracted and stimulated in Madhya Pradesh as Jio
offered various
free communication services, lower data packs and free voice calls without roaming. This
step of Reliance Jio created a cold war among the mobile service providers and put
immense pressure on competitors to offer similar services at comparatively lower prices.
This research study was exploratory in nature. Primary data were collected through a
questionnaire from 500 mobile service users. Factor analysis was employed to analyse the
data through SPSS 21.0 software, which was randomly collected from Bhopal, India. Ten
factors were

24
identified out of 32 items of seven variables. The findings showed that diversity of plans
and quality of network signals were two important foretellers of customer satisfaction in
the mobile service industry.

CHAPTER-2 RESEARCH OBJECTIVES AND

METHODOLOGY

TITLE OF THE STUDY

A COMPARATIVE ANALYSIS OF RELIANCE JIO AND AIRTEL

RESEARCH METHODOLOGY INTRODUCTION

Research may be very broadly defined as systematic gathering of data and information
and its analysis for advancement of knowledge in any subject. Research attempts to find
answer intellectual and practical questions through application of systematic methods.
Webster’s Collegiate Dictionary defines research as "studious inquiry or examination;
esp: investigation or experimentation aimed at the discovery and interpretation of facts,
revision of accepted theories or laws in the light of new facts, or practical application of
such new or revised theories or laws". Some people consider research as a movement, a
movement from the known to the unknown.
STATEMENT OF THE PROBLEM

25
Among the telecommunication networks, Airtel and Jio are the leading service providers
in the current market scenario. Airtel is one of the largest and leading units providing
comprehensive range of telecom services in India. It was the first Indian telecom
company to offer 4G services on mobile phones. Jio is the fastest ramp-up by any mobile
operator anywhere in the world. Jio crossed 50 million subscriber marks in 83 days since
its launch. After the launch of Jio in India many of the Airtel users shifted to the new
service provider. Airtel has been recently introducing exciting offers to attract new
customers. In this context, a study is undertaken to measure the preference of customers
of Airtel and Jio and its effect on the level of customer satisfaction.

SIGNIFICANCE OF THE STUDY

Customer satisfaction surveys can become imperative tools for improving your business
and ensuring your customers are happy and loyal. It gives firms specific information
about positive and negative perceptions, which could improve marketing or sales efforts.
It is also valuable to let your customers know you are endeavouring to make
improvements and to thank them for their help. It also reveals data that can be used to
gauge estimated customer satisfaction rates of competitors. The study here is a
comparative analysis of the customer satisfaction of two leading mobile service providers
in India, Reliance Jio and Airtel. It aims at identifying the most preferred Telecom service
among the two. From a business viewpoint, the study is crucial as it will outline the
strategies which can be incorporated by companies to gain competitive advantage and
dominate the entire market.

Objectives of my study:
 To compare the growth of companies on various basis
 Consumer base
 Capital gains
 Revenue generation
 To analyse the perception of customers of Reliance Jio and Airtel mobile services.
 To compare the level of customer satisfaction towards the usage of Airtel and Jio
mobile services.
 To study the impact of factors including marketing strategies, pricing strategies
and value-added services on customer satisfaction of Jio and Airtel users.

26
  To find out the most preferred Telecom service among Reliance and Jio.

SAMPLE DESIGN
A sample design is the framework, or roadmap that serve as the basis for the
selection of a survey sample and affects many other important aspects of a
survey as well. One must define a sampling frame that respects the population of
interest from which a sample is to be drawn.

Sample unit
Sample unit of the study is the Commerce students from Christ College
(Autonomous0029)

Methods of sampling
The method of sampling used here is stratified random sampling of 50 customers
of Airtel and Jio.
Size of sample
The sample studied consists of 50 customers, 25 each of Airtel and Jio
respectively.

Research Design
Research design is defined as a framework of methods and techniques chosen by a
researcher to combine various components of research in a reasonably logical manner so
that the research problem is efficiently handled. It provides insights about “how” to
conduct research using a particular methodology. Every researcher has a list of research
questions which need to be assessed – this can be done with research design.

 Primary Data:
Primary data is original in nature and is collected first hand. Primary data is
information that you collect specifically for the purpose of your research
project. An advantage of primary data is that it is specifically tailored to your
research needs. A disadvantage is that it is expensive to obtain.
 Questionnaire Method

27
  Personal Interview Method
 Secondary Data:
Secondary data is when the investigator does not collect data originally for
the research enquiry but uses data already collected and available in
published or unpublished from, data.
Use of secondary data in a research enquiry saves time, finance and labor.
However, some people doubt the accuracy of secondary data. If reliable and suitable
secondary data is available, there is no harm in using secondary data for any research
enquiry.
Most research requires the collection of primary data, and this is what students
concentrate on. Unfortunately, many dissertations do not include secondary data in their
findings section although it is perfectly acceptable to do so, providing it has been
analyzed.
It is always a good idea to use data collected by someone else if it exists it may be on a
much larger scale and could contribute to the findings considerably.

TOOLS FOR ANALYSIS

 Percentage analysis
 Table and Diagrams
 Likert Scale

SOURCES OF DATA COLLECTION

The methodology adopted for this project consist extensive research on the topic
‘A COMPARITIVE ANALYSIS OF JIO AND AIRTEL’ on the world wide web
through the help of internet connection.
A questionnaire was also made in which response of 50 people were recorded. The
questionnaire was send to them via different social media platform.

28
 CHAPTER 3 – DATA PROCESSING, ANALYSIS AND
INTERPRETATION
TABLE 3.1
Table showing Gender classification
Gender No. of Respondents Percentage of Respondents
Airtel Jio Airtel Jio
Male 11 15 44% 60%
Female 14 10 56% 40%
Total 25 25 100% 100%

ANALYSIS:
The above table shows that among 25 Airtel respondents, 44% are male and
56% are female and among 25 Jio respondents, 60% are male and 40% are
female.

Graph 3.1

29
 Gender Classification
16
14
12
10
8
6
4
2
0
Male Female

No. of Respondents Airtel No. of Respondents Jio

TABLE 3.2
Table showing first time users of Airtel and Jio

First Service Provider No. of Respondents Percentage of Respondents

Airtel Jio Airtel Jio
Yes 9 7 36% 28%
No 16 18 64% 72%
Total 25 25 100% 100%

ANALYSIS:
The above table shows that of 25 Airtel respondents, 36% are first time users
while 64% are not and among 25 Jio respondents 28% are first time users while
72% are not.

Graph 3.2

30
 First time users of Airtel and Jio
20
18
16
14
12
10
8
6
4
2
0
Yes No

No. of Respondents Airtel No. of Respondents Jio

TABLE 3.3
Table showing usage duration of Airtel and Jio
Usage No. of Respondents Percentage of Respondents
Airtel Jio Airtel Jio
<1 Month 1 2 4% 8%
1-6 Month 3 3 12% 12%
>6 Month 5 6 20% 24%
>1 Year 16 14 64% 56%
Total 25 25 100% 100%

ANALYSIS:
The above table shows that among 25 Airtel respondents, 4% have been recent
buyers, 12% have been using for about 6 months, 20% have been using for more
than 6 months and 64% have been users more than a year. Among 25 Jio
respondents, 8% are recent buyers, 12% have been using for about a month,

31
24% have been using for more than 6 months and 56% have been users more
than a year.

Graph 3.3

Usage duration of Airtel and Jio

18
16
14
12
10
8
6
4
2
0
<1 Month 1-6 Month >6 Month >1 Year

No. of Respondents Airtel No. of Respondents Jio

TABLE 3.4
Table showing users of Prepaid & Post-paid services
Type of Service Scheme No. of Respondents Percentage of Respondents
Airtel Jio Airtel Jio
Prepaid 20 23 80% 92%
Post-paid 5 2 20% 8%
Total 25 25 100% 100%

ANALYSIS:
The above table shows that among 25 Airtel respondents, 80% are prepaid
users while 20% are post-paid users. Among 25 Jio respondents, 92% are
prepaid users while 8% are post-paid users.

Graph 3.4

32
 Users of Pre-paid and Post-paid Services
25

20

15

10

0
Prepaid Post-paid

No. of Respondents Airtel No. of Respondents Jio

TABLE 3.5
Table showing source of information for purchase
Buying Decision No. of Respondents Percentage of Respondents
Airtel Jio Airtel Jio
Newspaper 1 1 4% 4%
Advertisement 9 14 36% 56%
Friends & Family 15 10 60% 40%
Total 25 25 100% 100%

ANALYSIS:
The above table shows the source of information for buying the service provider.
Among 25 Airtel respondents, 4% got information through newspaper, 36% from
advertisement and 60% through friends and family. Among 25 Jio respondents,
4% got information through newspaper, 56% from advertisement and 40%

33
through friends and family.

Graph 3.5

Source of Information for Purchase

16
14
12
10
8
6
4
2
0
Newspaper Advertisement Friends & Family

No. of Respondents Airtel No. of Respondents Jio

TABLE 3.6
Table showing features that influenced buying decision
Features that influence No. of Respondents Percentage of Respondents
buying decision Airtel Jio Airtel Jio
Connectivity 12 12 48% 48%
Advertisement 3 4 12% 16%
Attractive schemes 10 9 40% 36%
Total 25 25 100% 100%

ANALYSIS:
he above table shows that among 25 Airtel respondents, 48% were influenced
by the connectivity feature, 12% by advertisement and 40% by attractive
schemes. Among 25 Jio respondents, 48% were influenced by connectivity

34
feature, 16% by advertisement and 36% by attractive schemes.

Graph 3.6

Features that influence buying decision

14

12

10

0
Connectivity Advertisement Attractive schemes

No. of Respondents Airtel No. of Respondents Jio

TABLE 3.7
Table showing most availed services of users
Most Availed No. of Respondents Percentage of Respondents
Service Airtel Jio Airtel Jio
Unlimited Calls 5 3 20% 12%
Unlimited Data 5 9 20% 36%
Unlimited SMS 1 1 4% 4%
All available 14 12 56& 48%
services
Total 25 25 100& 100%

ANALYSIS:

35
The above table shows that among 25 Airtel respondents, 20% avail the service
for unlimited calls, 20% for unlimited data, 4% for unlimited SMS and 56% for all
available services. Among 25 Jio respondents, 12% avail the service for
unlimited calls, 36% for unlimited data, 4% for unlimited SMS and 48% for all
available services.

Graph 3.7

Most availed services of users

16
14
12
10
8
6
4
2
0
Unlimited Calls Unlimited Data Unlimited SMS All available services

No. of Respondents Airtel No. of Respondents Jio

TABLE 3.8
Table showing users awareness about value added services
Awareness about value No. of Respondents Percentage of Respondents
added services Airtel Jio Airtel Jio
Aware 12 15 48% 60%
Not Aware 13 10 52% 40%
Total 25 25 100% 100%

ANALYSIS:
The above table shows that among 25 Airtel respondents, 48% are aware about
value added services while others are not and among 25 Jio respondents, 60%

36
are aware about value added services while others are not.

Graph 3.8

Users aware about value added services

16
14
12
10
8
6
4
2
0
Aware Not Aware

No. of Respondents Airtel No. of Respondents Jio

TABLE 3.9
Table showing average monthly recharge expenditure of users
Average monthly No. of Respondents Percentage of Respondents
recharge expenditure Airtel Jio Airtel Jio
Rs 100-Rs 200 4 7 16% 28%
Rs 200-Rs 300 13 11 52% 44%
Rs 300-Rs 400 7 6 28% 24%
Above Rs 500 1 1 4% 4%
Total 25 25 100% 100%

37
ANALYSIS:
The above table shows that among 25 respondents of Airtel, 16% recharge
for Rs.100-200, 52% forRs.200-300, 28% for Rs.300-400 and 4% above
Rs.500.
Among 25 respondents of Jio, 28% recharge for Rs.100-200, 44% recharge
for Rs.200-300, 24% for Rs.300-400 and 4% above Rs.500.

Graph 3.9

Average monthly recharge expenditure of users

14

12

10

0
Rs 100-Rs 200 Rs 200-Rs 300 Rs 300-Rs 400 Above Rs 500

No. of Respondents Airtel No. of Respondents Jio

TABLE 3.10
Table showing distribution of users availing customers care services
Usage of customer No. of Respondents Percentage of Respondents
care service Airtel Jio Airtel Jio
Yes 19 17 76% 68%
No 6 8 24% 32%
Total 25 25 100% 100%

ANALYSIS:
The above table shows that among 25 Airtel respondents, 76% have used the
customer care service while 24% have not and among 25 Jio respondents, 68%

38
have used customer care service while 32% have not.

Graph 3.10

Users availing customers care services

20
18
16
14
12
10
8
6
4
2
0
Yes No

No. of Respondents Airtel No. of Respondents Jio

TABLE 3.11
Table showing reasons for availing customer care services
Customer care service No. of Respondents Percentage of Respondents
availed for Airtel Jio Airtel Jio
Complaint 8 4 42% 24%
Query 3 6 16% 35%
Value added service 2 3 10% 17%
Information on new 6 4 32% 24%
schemes
Total 19 17 100% 100%

39
ANALYSIS:
The above table shows that among 19 Airtel respondents who availed customer
care service, 42% called for registering complaints, 16% for queries, 10% for
information on value added plan and 32% for information on new schemes.
Among 17 Jio respondents who availed customer care service, 24% called for
registering complaints, 35% for queries, 17% for information on value added
plan and 24% for information on new schemes.

Graph 3.11

Reasons for availing customer care services

9
8
7
6
5
4
3
2
1
0
Complaint Query Value added service Information on new
schemes

No. of Respondents Airtel No. of Respondents Jio

TABLE 3.12
Table showing overall level of satisfaction of customers
Overall Satisfaction No. of Respondents Percentage of Respondents
Airtel Jio Airtel Jio
Highly Satisfied 3 1 12% 4%
Satisfied 13 16 52% 64%
Average 8 7 32% 28%
Not Satisfied 1 1 4% 4%
Total 25 25 100% 100%

40
ANALYSIS:
The above table shows that among 25 Airtel respondents, 12% are highly
satisfied and 52% are satisfied while 32% feel it is average and 4% are not
satisfied with the overall performance. Among 25 respondents of Jio, 4% are
highly satisfied and 64 % are satisfied while 28% feel it is average and 4% are
not satisfied with overall performance.

Graph 3.12

Overall level of satisfaction of customers

18
16
14
12
10
8
6
4
2
0
Highly Satisfied Satisfied Average Not Satisfied

No. of Respondents Airtel No. of Respondents Jio

CHAPTER-4 FINDINGS

 During the project we meet various people & trying to find their perception
regarding various mobile services in the Roorkee. While studying we find that the
main customer or the users of mobile services are the self-employed persons who
have their own business & other major users are the college going students.
 Jio is the leading mobile service provider in the Roorkee region & it is far ahead
from their competitors in terms of customers. Which have come just now in the
city have capture a good market. Jio is capturing a lot of market because of its
good services in rural area. In starting it is well accepted by the people by its low

41
 call rate & some and good connectivity. Jio management is not able to make their
services available to the general customer.
 But the Airtel is also creating an image on the high-class customers by its good
network and good quality of voice in the long distance. The Airtel is the choice of
the high class and the people who worked in the higher position.
 As we can see that due to Jio users of Airtel dropped significantly as Jio’s
recharge plans are cheaper than airtel’s. You can see that Jio owns 39% of the
market share of telecom industry while Airtel have 29% market share.

CHAPTER-5 LIMITATIONS

 Customers are not aware of new plans (Jio/Airtel)

 Cost is the biggest factor in prepaid.
 Very few schemes are available in the post-paid plans (Roorkee).
 Low or weak signals.
 They take more time in connectivity.
 Low sales promotion support, company is not paying much attention in
advertising plans and schemes.

42
  Low penetration rate among customers.
 Products and services available to the customers are expensive.
 Services provided by Jio/Airtel are not up to the mark.
 Unawareness to customers about the new plans of Jio/Airtel.

CHAPTER-6 SUGGESTIONS AND RECOMMENDATION

SUGGESTION
1. Airtel and Jio should give emphasis on improving the network coverage,
particularly in rural areas so that more customers can be gained and retained.
2. Airtel and Jio should take necessary steps to improve connectivity as more people
now depend on them for their work and studies.

43
 3. Airtel and Jio should try and eliminate the problem of call drop and call
congestion.
4. Airtel and Jio should introduce better service plans at affordable prices.

RECOMMENDATION
During the project I found inconvenience faced by the customers, which can be removed
by taking necessary steps.
• There, I would like to suggest few point over which top management should think and
take corrective action to overcome those drawback due to which Mobile Service
providing companies & authorized dealer has gradually losing its market position so that
the company must take following measure to regain its market position.
• Promotion by local advertisement & on electronic media more as to print media as it is
the biggest media to reach common customer.
• Companies should also start promotional schemes for the customer.
• To attracts the customer the firms should improve there services by introducing latest
technology in the market. & they should also try to increase the range of there signals in
the city.
• The companies should try to increase there capacity to solve the connectivity problem.
• The marketing personnel should give complete feedback with logical re-joining from
the market to increase service standards.
• For a particular order particular person should be made responsible not a group as a
whole this will increase the commitment of that. Person towards the work and would
make him feel more responsible towards an order.
• Marketing people should be given incentives for each order they bring to the company.
It could be a fix percentage.
• The local persons are appointed more in the field of marketing to attracts the customer.

CHAPTER-7 CONCLUSION

Today, there are a number of mobile service providers in the market that offer various
service plans targeting every section of the society and each and every walk of human
life. But the preference of customers towards certain aspects makes a company successful

44
compared to its competitive counterparts. The Indian market scenario is a price sensitive
scenario with an attitude of ‘more for less’. The same is the strategy used by the Indian
telecom companies to attract new customers and also to compete with one another. Both
Airtel and Jio are leading Indian companies that provides the very need of their customers
by introducing innovative plans and better offers. The study conducted reveals that Jio
has a slightly better performance and preference rate compared to Airtel. The competition
between both Airtel and Jio have led to a benchmark standard performance of both
companies. Not only does these companies compliment and compete with each other in a
healthy way but also implement better technologies and customer service that ensures
well-being of both company and the customer paving way for a brighter future.

CHAPTER-8 BIBLIOGRAPHY
 Rahman M H (2014): A case study on factors affecting customer satisfaction in
mobile industry inBangladesh; Journal ofBusiness, Management and Education

45
 Diaw B, Asare G (2018): European Journal of Research and Reflection in
Management Sciences.
 Nurysh N, Naghavi N, Fah B C Y (2019): International Journal of Recent
Technology and Engineering
 Hoa T K, Ngog L T B (2020): Journal of Economics and Business
Administration-HCMCOUJS
 Dr.V.M AnithaRajathi, Siva M (2018): A case study on service quality and
customer satisfaction in Bharti Airtel at Tirichirappalli region; International
 Journal of Trend in Scientific Research and Development, Volume 2-Issue 3
Yadav R K, Dabhade N (2019): Indian Journal of Marketing
 Rengarajan V, Amudha R, Nalini R (2017): International Journal of Economic
Research.
 Goyal K, Kar A K (2020): Journal of Lecture Notes in Electrical Engineering
 Poulose J, Sharma V, Joseph S (2018): Journal of Problems and Perspectives in
Management.
 Szymanski D M, Henard D H (2001): Journal of Academy of Marketing Science.
 The Telecom Regulatory Authority of India website; www.trai.gov.in
 Official Airtel website; www.airtel.in
 Official Jio website; www.jio.com
 History of telecom industry:
https://en.wikipedia.org/wiki/History_of_telecommunication
 Jio company profile: https://en.wikipedia.org/wiki/Jio
 Airtel company profile: https://en.wikipedia.org/wiki/Bharti_Airtel

CHAPTER-9 ANNEXURE

Questionnaire
46
NAME:
GENDER:
EMAIL ADDRESS:
1. Which is your current cellular service provider?
a] Airtel
b] Reliance Jio

2. Is it your first service provider?

a] Yes
b] No

3. How long have you been using the current service provider?
a] Less than 1 month
b] About 6 months
c] More than 6 months
d] More than 1 year

4. Which service scheme are you currently using?

a] Prepaid
b] Post-paid

5. From which source did you come to know about your current
service provider?
a] Newspaper
b] Advertisement
c] Friends and family

6. Which feature of the service provider convinced you to use them?

a] Connectivity
b] Attractive Schemes
c] Advertisement

47
7. Why did you choose this service provider?
a] Unlimited calling service
b] Unlimited data service
c] Unlimited SMS service
d] All available services

8. Are you aware about the value-added services?

a] Aware
b] Not Aware

9. What is your average monthly expenditure on your mobile bill (in Rs)?
a] Rs.100 – Rs.200
b] Rs.200 – Rs.300
c] Rs.300 -Rs.400
d] Above Rs.500

10. Are you fully aware about all the schemes provided by your
service provider?
a] Yes
b] No

11. Have you called at the customer service of the present service provider?
a] Yes
b] No
If yes, for what reasons have you called?
a] Value added services
b] Information about new plans
c] Complaints
d] Queries

12. Are you satisfied with the overall service provided by your service
provider?

48
a] Highly satisfied
b] Satisfied
c] Average
d] Not satisfied

49