1

IPS COLLEGE OF TECHNICAL EDUCATION

JAIPUR
Approved By AICTE New Delhi And
Affiliated With Rajasthan Technical University,
Kota (RTU)

Market Research Project

“Comparative Analysis Of Consumer Preferences And Satisfaction : JIO vs

AIRTEL In The Mobile Network Provider Market ”

Submitted To

Mr. Sudhir Agrawal Sir

Convener
IPS COLLEGE OF TECHNICAL EDUCATION JAIPUR

Submitted By

Daya Sagar Bhagat & Priya Ramnani

 2

Table of Contents
S.no Particulars Page Number
1 DECLARATION 3
2 ACKNOWLEDGMENT 4
3 EXECUTIVE SUMMARY 5
4 INTRODUCTION 6-14
-5 LITERATURE REVIEW 15-26
6 RESEARCH METHODOLOGY 27-28
6.1 OBJECTIVES OF STUDY 28
6.2 SCOPE OF STUDY 28
6.3 LIMITATION OF STUDY 28
7 RESEARCH DESIGN 29
7.1 Nature of study 29
7.2 Data Collection 29
8 SAMPLE DESIGN 30
9 DATA ANALYSIS AND INTERPRETATION 31-41
10 FINDINGS AND SUGGESTIONS 42-43
11 CONCLUSIONS AND LIMITATIONS 44-45
12 BIBLIOGRAPHY 46
13 ANNEXURE 47-49
 3

DECLARATION
I, DAYA SAGAR BHAGAT AND PRIYA RAMNANI declare that, this report on the topic “Comparative
Analysis Of Consumer Preferences And Satisfaction: JIO Vs AIRTEL In The Mobile Network Provider
Market” is the research of the report is carried out by us under the guidance of Dr. Mridula Sharma Mam of IPS
COLLEGE OF TECHNICAL EDUCATION, JAIPUR affiliated to RAJASTHAN TECHNICAL
UNIVERSITY, KOTA. We also certify that we have followed the guidelines given by the university and the
performance of our original project work is not submitted either in part or whole to any other institute or
university of any degree.
 4

ACKNOWLEDGEMENT
This present work will remain incomplete unless we express our feelings of gratitude towards a number of
persons who delightfully co-operated with us in the process of this work. First of all, we would like to thank our
Faculty of MBA for their encouragement and support during this course of our study. we extend our hearty and
sincere gratitude to our coordinator, Deepti Agarwal Mam (Director), Sudhir Agarwal Sir (Convener), Prof.
Nutan Sharma, for her valuable direction, suggestions and exquisite guidance with ever enthusiastic
encouragement ever since the commencement of this file. This file would not have taken shape, without her
guidance as our coordinator helped and resolved all the technical as well as other problems related to the file
and, for always providing us with a helping hand whenever we faced any bottlenecks, inspire of being quite
busy with their hector’s.
 5

EXECUTIVE SUMMARY
This project is about the “Comparative Analysis Of Consumer Preferences And Satisfaction: JIO Vs AIRTEL In
The Mobile Network Provider Market” In this project, we analyse the company and its strategies from a variety
of perspectives. The company’s strategy, its competitors and its entry strategy is also analysed. The focus
throughout the project would be on understanding the company from various perspectives and suggested
possible courses of action that the company might follow and the global market share of the company and that of
its competitors in the various product categories that they operate in.
JIO and AIRTEL is an ideal company for analysis because of its unique and innovative approach to business.
The business model of the company is indeed one of a kind in the consumer satisfaction segment and this project
analysis the company in detail using the frameworks described above. The project is divided into separate parts
with the first two parts concerned with the introduction to the company and the next two parts concerned with
the conclusion about the future outlook as well as data about the company.
 6

Chapter 1

Introduction
7
 8

INDUSTRIAL OVERVIEW
HISTORY

Jio, the mobile network provider, was soft-released as a beta for partners and employees on December
27, 2015, and became publicly available on September 5, 2016.
It is the third largest mobile network provider in India and the ninth largest mobile network operator
in the world, with around 424.52 million customers as of December, 2022. Reliance Industries
established Jio Infocomm Limited on February 15, 2007, in Ambawadi, Ahmedabad, Gujarat. In June
2010, Reliance Industries purchased a 95 percent stake in Infotel Broadband Services Limited for Rs.
4,800 crores (US$670 million). Despite being unlisted, IBSL was the only business to obtain
broadband spectrum in all 22 Indian circles in the 4G auction that year. However, the launch was
delayed until the first quarter of the 2016–2017 fiscal year. Prashant Bhushan of the Center for Public
Interest Litigation filed a petition in the Supreme Court in July, challenging the Indian government's
decision to grant Jio a pan-India license.
With 1.18 billion people, India is the globe's 2nd biggest telecommunications market, and it
has risen significantly in the recent decade. The Indian mobile economy is rapidly growing
and will make a substantial contribution to the country's GDP (GDP). In 2020-2021 the
telecom industry contributed 6% to India’s Gross Domestic Product. The Telecom Sector
is set to grow at a CAGR of 9.4% from 2020 to 2025. India has the world's second-largest
telecommunications market. Jio and Bharti Airtel User bases swelled to 426.17 million
and 368.89 million respectively.
In September 2021, the total number of subscribers was 1190.16 million. Rural clients' tele-
density increased to 61% in September 2021, up from 59 percent in September 2020. This
increase indicates that demand from the rural sector is increasing. Global
Telecommunication market was valued at USD 1700.2 Billion in 2021 and is poised to
grow from USD 1805. Billion in 2022 to USD 3102.74 billion by 2030 growing at a CAGR
of 6.2% in the forecast period (2023-2030) The Telecommunication Industry Includes a set
of communication instruments.
Jio entered the market with a free membership plan, causing significant changes in consumer
behaviors as well as competition strategies .Other telecom operators faced the challenge of
retaining market share and not let their customers shift towards jio .Only airtel has been
successful in retaining its market share.
This study aims to Identify preference of people between Airtel and Jio and know the level of
customer satisfaction towards the services provided by these telecom operators.
 9

Sunil Mittal started manufacturing push-button phones in India in 1984, importing them from
Taiwanese business Kingtel to replace the country's outdated rotary phones. Bharti Telecom Limited
(BTL) was founded with a technical agreement to produce electronic push-button phones with
Siemens AG of Germany. Bharti started producing fax machines, cordless phones, and other telecom
equipment in the early 1990s. In 1992, Mittal won one of the four mobile phone network licenses
auctioned in India. The Delhi cellular license required the bidder to have previous telecom operator
experience, so Mittal and French telecommunications conglomerate Vivendi signed an agreement.
Bharti Cellular Limited's (BCL) intentions to provide cellular services under the brand name AirTel
were approved by the government in 1994, and operations began in Delhi in 1995. Bharti became the
first telecom company to reach 2 million mobile subscribers in just a few years. In 1999, Bharti
Enterprises bought JT Holdings, expanding its cellular operations to Karnataka and Andhra Pradesh.
In 2000, Bharti took over Skycell Communications in Chennai, and Spice Cell in Calcutta was
acquired by the company in 2001. Bharti Enterprises was listed on the Bombay Stock Exchange and
the National Stock Exchange of India when it went public in 2002. The company's mobile phone
activities were renamed Airtel in 2003. Bharti bought Hexacom in 2004 and moved the company to
Rajasthan. The Andaman and Nicobar Islands were added to Bharti's network in 2005, allowing it to
deliver voice services throughout India.
 10

Product & Services

RELIANCE JIO 4G BROADBAND

In the first quarter of the 2016 fiscal year, the business launched 4G broadband services
across India. Ambani, the owner of Reliance Industries Limited (RIL), whose telecom
business Reliance Jio, presented details of Jio's fourth-generation (4G) services at RIL's 41st
annual general meeting on June 12, 2015. Broadband and telecommunications services, as
well as on-demand movies, news, music streaming, and a digital payment platform, will all
be available.

Pan-India Spectrum

Jio holds spectrumm 2,300 MHz spectrum that is licenced pan-India. The spectrum will
remain in effect until 2035. Mukesh Ambani's Reliance Industries has announced the launch
of its digital services. Reliance Communications, which is owned by Anil Ambani's younger
brother, has agreed to share spectrum with Jio. In addition to the 10 circles that Jio already
owns, the agreement covers the 800 MHz spectrum in seven circles.

WiFi Jionet In addition to Ahmedabad and Surat in Gujarat, Indore, Jabalpur, Dewas, and
Ujjain in Madhya Pradesh, and select locations in Mumbai, Maharashtra, Kolkata, West
Bengal, Lucknow, Odisha, Mussoorie in Uttarakhand, Collectorate's Office in Meerut, and
MG Road in Vijayawada, Jio has launched free Wi-Fi hotspot services in a number of cities
across India. Jio's Wi-Fi is now available in various locations, including the IP Sigra Mall in
Varanasi. For the 2016 ICC World Twenty20 matches, Jio began providing free Wi-Fi
internet to fans at six cricket stadiums. Jionet is offered in the Wankhede Stadium in
Mumbai, the Punjab Cricket Association IS Bindra Stadium in Mohali, the Himachal Pradesh
Cricket Association Stadium in Dharamshala, the Chinnaswamy Stadium in Bengaluru, and
the Feroz Shah Kotla in Delhi.
 11

Jio apps

As part of their planned 4G services, Jio released a bundle of multimedia apps on Google
Play in May 2016. The apps are free to download, but they can only be used if the user has a
Jio SIM card. In addition, the majority of the apps are currently in beta. The following is a list
of the apps:

19
pg. 11
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STRATEGIC BUSINESS UNIT OF AIRTEL

Background

Telecommunications have been around for over 130 years and have evolved from basic
necessities to 4G and 5G services. India has now become the world's largest
telecommunications market. Customer satisfaction is defined as the level of satisfaction a
company's goods or services provide to its customers, measured by the number of clients who
receive them. This can be done in person, over the phone, via email, online, or on paper
forms. Customer feedback is then used to determine if any adjustments in commercial
operations are needed to improve overall customer happiness. Customer satisfaction is
considered a crucial differentiator in a competitive market, where companies compete for
clients, and it has become a key element of corporate plans. This study aims to evaluate how
satisfied customers are with Bharti Airtel and Reliance Jio, with a focus on assessing the
combined influence of various factors on customer satisfaction.

Conceptual Framework

Airtel is a telecommunications company that operates in 20 countries worldwide. Its headquarters are located in
New Delhi, India at Bharti Crescent. The company was founded on July 7, 1995, and as of December 2022, it
had 364.98 million Subscribers, making it the largest cellular service provider in the country. Airtel is also the
largest mobile provider in South Asia and the fourth-largest in the world. Sunil Bharti Mittal is the CEO of
Bharti Airtel, which operates under the Airtel name.

Bharti Airtel is the first telecom firm in India to receive Cisco Gold Certification, which is a testament to the
company's dedication to providing high-quality services, support, and customer satisfaction. Bharti Airtel works
with several companies such as Nokia, Ericsson, Siemens Network, and Huawei to maintain its networks (base
stations, microwave lines, etc. . IBM provides business support for Airtel, while Bharti Infratel Ltd provides
transmission towers.
The company offers Internet connection in over 500+ Indian cities, in addition to landline telephone services.
Airtel also serves as a long-distance communication carrier, both nationally and internationally. Its strategic
business units include Mobile, Digital Television, Telemedia, and Enterprise. The Telemedia company offers
broadband and phone services in 89 cities, while the Digital TV company provides DTH television services in
India. The Enterprise division offers end-to-end telecom solutions for telecommunications organizations.

pg. 12
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Airtel India has access to spectrum in the 900 MHz, 1800 MHz, 2100 MHz, and 2300 MHz bands
across the country. To deliver high-quality products and services, Airtel partners with well-known
companies such as Vodafone, Singtel, Ericsson, Nokia, IBM, and others. Airtel is the leading mobile
service provider in India with the most customers and provides GSM mobile services throughout all
22 telecom circles. The company uses its top-notch network to offer high-speed broadband. Airtel's
business segment serves large organizations, governments, small and medium businesses, and
carriers with a wide range of services. Airtel's cost-effective solutions have helped companies reduce
expenses by optimizing workflows and business processes. Airtel's digital TV services offer a
fascinating world of digital entertainment with DVD-quality video and sound, a wide range of
channels and programs, and the best on-demand entertainment. Airtel's Intelligent Networks Solution
provides comprehensive network connectivity solutions and improved coverage. The company's
MPLS, VSAT, IPLC, Ethernet, Internet, and NLD services help integrate technology for corporate
growth. Airtel's Enterprise Mobility Solutions provide an all-in-one solution that includes
applications and appliances, allowing employees to work from anywhere. Airtel Solutions offers
conferencing to enhance teamwork among employees, partners, and consumers. Airtel Cloud and
Managed Solutions help boost revenue, lower operating costs, and improve business dexterity. Airtel
offers complete workplace connection solutions such as fixed line, workplace internet, mobile data
dongles, and Wi-Fi dongles. Airtel's MyPlan for Business provides even more flexibility for mobile
plans. Rich media experiences are made possible by enabling rich media experiences.

pg. 13
 14

Benefits of AIRTEL plans For Prepaid users:

pg. 14
 15

Reliance Infocom Limited, also known as Reliance Jio, is one of the leading telecommunications companies in
India. It offers a range of services, including broadband networks, digital commerce, media and entertainment,
and payment solutions. It also has the largest subscriber base in the country, with over 421 million wireless and
wireline customers as of April 2022.
Reliance Jio has been at the forefront of innovation and growth in the telecom sector. It has achieved several
milestones in the past few years, such as launching affordable smartphones, acquiring spectrum rights,
partnering with global tech giants like Google and Facebook, and introducing new offerings for micro, small and
medium businesses. It has also reported consistent profitability and revenue growth, despite the challenges
posed by the Covid-19 pandemic and the competitive market. In the fourth quarter of FY23, it posted a net profit
of Rs 4,716 crore (US$ 472.54 million), up by 13 per cent year-on-year, and a revenue of Rs 23,394 crore (US$
4.79 billion), up by 12 per cent year-on-year23.
Reliance Jio’s vision is to create a digital ecosystem that enables Indians to live the digital life to the fullest. It
aims to leverage its powerful broadband networks, useful applications, best-in-class services and smart devices
to connect and empower 6 billion global minds. It also strives to contribute to India’s digital transformation and
socio-economic development.

The Reliance logo. Jio contains hidden symbolism. The word 'oil' emerges when you turn the Jio logo
around. Reliance's past and future appear to be represented by the Jio logo.. Reliance's rise to the top
of India's corporate ladder in the twentieth century was fueled by oil. It'll most likely be Jio when the
clock strikes twenty-first century.
Jio possesses as well as licensed 2,300 MHz capacity across India's 22 circles. The spectrum is good
until 2035. Jio and Reliance Communications both use the same airwaves. The agreement covers the
800 MHz spectrum.Jio and BSNL struck an intra-circle roaming agreement in September 2016.

pg. 15
 16

Chapter 2

Literature Review

pg. 16
 17

Literature review
A review of the literature provides a critical overview of previous research on the subject. It
provides readers with a brief overview of the topic under discussion, underlines the
significance of the new study, and demonstrates how it will enhance the available data. To
develop theoretical and scientific understanding of a particular topic, a study of the literature
is conducted, leading to a summary of what is known and unknown about it. The main goal
of reading is to gain a wide understanding of the difficulties that can arise when performing
research. It becomes simpler to choose a topic and define its goal, build a framework, and
create a lesson plan as a result. A review of pertinent literature is, in a nutshell, an evaluation
and summary of research..

pg. 17
 18

Literature Reviews
Country
Data
Study Objectives / Geographical Area
S.no Study Reference Title of the Paper Analysis Conclusion
Study Description covered and Sample
Method
Size
The study revealed
that Jio surpassed
Airtel in marketing
performance,
Geographical area
exhibiting higher
covered by the study
The data market share,
To identify the is Delhi NCR region,
analysis customer
difference between which is one of the
techniques satisfaction,
Jio and Airtel in largest and most
used by the loyalty, retention,
terms of customer competitive markets
study are and lifetime value.
"COMPARATIVE satisfaction, for
CHAUDHARY, R. descriptive Moreover, Jio had
1 ANALYSIS OF customer loyalty, telecommunication
(2022). statistics, lower customer
JIO VS AIRTEL" customer retention, services in India.
reliability acquisition costs,
customer The sample size of
test, factor churn rates, and
profitability and the study is 250
analysis, t- complaints,
customer lifetime customers, out of
test and indicating its
value. which 125 are Airtel
ANOVA. superior
users and 125 are Jio
competitive
users.
position in the
Indian
telecommunications
market.
The study suggests
that Jio and Airtel
should improve
their promotion mix
The study aimed to
The data and customer
analyze the
analysis loyalty by meeting
effectiveness of
techniques customer
promotion mix The sample size of
"Analysis of used by the expectations and
elements employed the study is 200
Promotion Mix study are perceptions. The
by telecom service customers, out of
Gupta, P., & Chanda, Elements in descriptive study recommends
2 providers in which 100 are Jio
K. Telecom Service statistics, enhancing internet
Haryana, India, users and 100 are
Providers in reliability marketing and
focusing on Airtel users in
Haryana" test, factor advertising,
customer Haryana
analysis, t- offering attractive
acquisition,
test and sales promotion and
retention, and
ANOVA. personal selling,
satisfaction.
and providing
prompt and
effective public
relations.
The literature
review did not
provide the specific
conclusion of the
study. However, it
The specific
"Comparative The study aimed to can be inferred that
data analysis
Study of Service compare the service the study aimed to
method
Quality and quality and network The study focused on provide insights
employed in
Shrivastava, N., & Network performance of Bhopal Division in into the service
3 the study was
Limaye, M. (2020) Performance different 4G service Madhya Pradesh, quality and network
not
among 4G Service providers in Bhopal India performance of 4G
mentioned in
Providers in Division, Madhya service providers in
the literature
Bhopal Division" Pradesh, India Bhopal Division,
review
aiding consumers
and the industry in
understanding the
performance
landscape.
 19

Literature Reviews
Country
Data
Study Objectives / Geographical Area
S.no Study Reference Title of the Paper Analysis Conclusion
Study Description covered and Sample
Method
Size
The objective was
to compare
The data The paper suggests
customer
collection that Reliance JIO
satisfaction with the
"Customer method is a should focus on
service aspects of
Satisfaction from Delhi NCR, India structured improving its
Reliance JIO, a
Upreti, H., Malhotra, Service Aspects of and uses a sample questionnaire service quality
telecom service
R. K., Ojha, M. K., Reliance JIO: A size of 300 that measures aspects such as call
4 provider, between
Garg, A., & Pant, K. Comparative respondents who are customer quality, internet
the pre and post
(2020) Study for Pre and existing customers of satisfaction speed and customer
price hike period.
Post Price Hike Reliance JIO on nine service to retain its
The study aimed to
Period" service customers and
assess how changes
quality enhance their
in pricing impacted
parameters satisfaction level.
customer
satisfaction levels.
The data
analysis
method is a
descriptive
The paper
statistics to
concludes that
Objective to analyze compare the
brand image,
the factors that mean
promotion, value
affect the preference preference
for money and trust
of mobile service and
are the most
providers and their satisfaction
"Preference of important factors
effect on customer scores for
Mobile Service associated with the
satisfaction. The each factor
Providers Sample Size of 200 choice of mobile
Nim and Sandhar paper also examines and each
5 Important Factors respondents From service providers.
(2019) the competitive mobile
and their Impact Punjab The paper also
strategies of the service
on Customer finds that
major mobile provider. The
Satisfaction" promotion is the
service providers in paper also
most influential
India, such as uses a
factor on customer
Reliance JIO, Bharti multiple
satisfaction,
Airtel, Idea Cellular regression
followed by brand
and Vodafone. analysis to
image, value for
test the effect
money and trust.
of the four
factors on
customer
satisfaction.
Descriptive
Aims to explore the statistics
impact of Reliance compare Concludes that
Jio’s entry into the mean scores, Reliance Jio has
geographical area of
Indian telecom while chi- changed the Indian
Chennai, India and
“Changing the market and its square tests telecom sector by
uses a sample size of
Mahalaxmi and Kumar Indian telecom competitive analyze offering disruptive
6 100 respondents who
(2017) sector: Reliance strategies. The paper association and innovative
are existing or
Jio” also examines the between services and offers
potential customers
customer perception perception, that have attracted a
of Reliance Jio
and satisfaction with satisfaction, large number of
Reliance Jio’s and customers
services and offers. demographic
variables.
 20

Literature Reviews
Country
Data
Study Objectives / Geographical Area
S.no Study Reference Title of the Paper Analysis Conclusion
Study Description covered and Sample
Method
Size
The paper
concludes that
correlation customer
analysis to satisfaction has a
test the positive and
relationship significant impact
between on customer
"Impact of Aims to investigate
200 respondents customer loyalty in the
Customer the relationship
who are existing satisfaction telecom sector.
Satisfaction on between customer
customers of various and loyalty The paper also
Customer Loyalty satisfaction and
7 Chandra et al. (2018) telecom service and a finds that network
w.r.t.selected customer loyalty in
providers from area regression quality, service
Telecom Services the context of
of Bilaspur, analysis to quality, price and
in Bilaspur, telecom services in
Chhattisgarh test the brand image are
Chhattisgarh" India.
impact of the most important
customer factors that affect
satisfaction customer
on customer satisfaction and
loyalty. loyalty with
respect to selected
telecom services.
Descriptive
statistics
compare Customer based
mean services have a
satisfaction significant impact
and loyalty on customer
Aims to analyze the
scores for satisfaction and
various customer Uttar Pradesh, India
each loyalty in the
"Analysis of based services and uses a sample
customer and mobile phone
Various Customer rendered by the size of 150
mobile phone sector. The paper
based Services mobile phone respondents who are
8 Srivastava et al. (2023) service also finds that
Rendered by the service providers existing customers of
provider. A Reliance Jio is the
Mobile Phone and their impact on various mobile
one-way best performer in
Service Providers” customer phone service
ANOVA terms of customer
satisfaction and providers
tests satisfaction and
loyalty
differences loyalty, followed
among by Airtel,
Mobile Vodafone Idea
Phone and BSNL
Service
providers.
"A Comparative The paper
Study on uses various
The objective of this
Customers' statistical
study was to
Preferences on tools such as The paper
compare customers'
Mobile Questionnaire survey percentage concludes that
preferences
Communication method to collect analysis, chi- Airtel has a clear
regarding mobile
KMA, A. J. A. (2019). with Reference to primary data from square test, edge over BSNL
communication
9 Think India Journal, the Services 200 customers of ANOVA and in terms of
services provided by
22(14), 6079-6086. Provided by Airtel and BSNL in weighted customer
private (Airtel) and
Private (Airtel) the Chengalpet average preference and
public (BSNL)
and Public district. method to satisfaction in the
service providers,
(BSNL) (Special analyze the Chengalpet district
with a focus on the
Reference with data and test
Chengalpet District.
Chengalpet the
District)" hypotheses.
 21

Country
Study Objectives / Geographical Data Analysis
S.no Study Reference Title of the Paper Conclusion
Study Description Area covered Method
and Sample Size
The paper
concludes that
This study
Aircel's
employs a
The paper uses customer base
questionnaire
various decline in
"CUSTOMER survey to gather
statistical tools Chennai
PORTABILITY The aim of this study data from 250
such as resulted from
BEHAVIOUR ON was to investigate customers who
percentage poor service
MOBILE PHONE customer portability switched from
Dr. SP. Mathiraj was analysis, chi- and financial
NETWORK patterns in Chennai Aircel to other
published in the Indian square test, issues. Other
10 Journal of Applied
SERVICES City, particularly providers in
ANOVA and providers
[REFERENCE TO concerning Aircel Chennai, using a
Research in 20181. weighted gained
AIRCEL NETWORK mobile phone network descriptive and
average customers by
SERVICE TO services in comparison analytical
method to offering
OTHERS IN to other providers. research design
analyze the superior
CHENNAI CITY]" to explore
data and test services and
customer
the hypotheses. features in the
portability
competitive
behavior.
telecom
market.
Study:
Reliance Jio
ranked
highest in
customer
Hooda, R. C., &
Study objective: satisfaction
Tyagi, D. V. (2021). Comparative
Compare customer The study was among
Comparative Analysis of The data
satisfaction among conducted in Haryana's
analysis of Customer was
various Telecom Haryana and telecom
11 customer Satisfaction of analyzed
Service Providers the sample providers.
satisfaction of Telecom Service using SPSS
in Haryana and size was 600 Factors
telecom service Providers in software
identify factors respondents influencing
providers in Haryana
influencing it. satisfaction:
Haryana
network
coverage,
call quality,
and
pricing.

Statistical
Sachar, D. (2019).
The objective of techniques
An Empirical Study Study
An Empirical Study this study was to like
on Customer findings:
on Customer compare and descriptive
Satisfaction Related Jio had
Satisfaction Related analyze customer statistics,
to higher
to satisfaction related The study was correlation
Telecommunication overall
12 Telecommunication to conducted in analysis,
Services-(A customer
Services - A telecommunicatio India regression
Comparative satisfaction
Comparative n services analysis, and
Analysis of Airtel & levels
Analysis of Airtel & provided by two t-tests likely
Jio Services). IT and compared
Jio Services major companies, employed
Social Science, 9(3), to Airtel
Airtel and Jio. for data
8-9.
analysis.
 22

The main Common The study

objective of statistical concluded
Impact of this study is to techniques that
Marketing compare the such as marketing
Strategies on impact of correlation strategies
Customer marketing The study was analysis, have a
13 RAMESH, R.(2018) Satisfaction and strategies on conducted in regression significant
Behavioral customer India analysis, or t- impact on
Intention-A satisfaction and tests might customer
Comparative Study behavioral have been satisfaction
of BSNL and Airtel. intention used to and
between BSNL analyze the behavioral
and Airtel. data intention.
The study
concluded
that
network
quality,
pricing,
The main customer
objective of The collected service,
this study is to data was brand
Preference of identify the It can be analyzed image, and
Mobile Service important inferred that using value-
Nim, D., & Providers: factors that the study statistical added
14 Sandhar, S. K. Important Factors influence the focused on techniques services are
(2019). and their Impact preference of mobile service such as important
on Customer mobile service providers in descriptive factors that
Satisfaction providers and india statistics and influence
their impact on inferential the
customer statistics. preference
satisfaction. of mobile
service
providers
and their
impact on
customer
satisfaction.
A Comparative The objective The Findings:
Study On of the study questionnaire Customers
Customers was to covered prioritized
Preferences On compare customer network
Mobile customer demographics coverage,
The study was
Communication preferences on , usage service
KMA, A. J. A. conducted in
15 With Reference To mobile patterns, quality, and
(2019). Chengalpet
The Services communication service quality, pricing
district of India.
Provided By Private services pricing, when
(Airtel) And Public provided by network selecting
(Bsnl)(Special private (Airtel) coverage, and mobile
Reference With and public satisfaction. providers.
Chengalpet (BSNL) Collected data Airtel
 23

excelled in
coverage
and service
analyzed quality,
using while BSNL
District) companies.
statistical offered a
techniques. more
competitive
pricing
strategy.

The study
revealed
that
This study is
competitive
The objective the
pricing and
of the study combination of
attractive
was to analyze quantitative
data plans
consumer The study and qualitative
RETAINING offered by
retention focused on the analysis
MOBILE TELECOM Jio
Singh, G., & Garg, policies Indian market, techniques,Thi
16 CONSUMERS-A significantly
S. K. (2020). followed by specifically in s data can be
POST JIO influenced
telecom the post-Jio analyzed using
SCENARIO customer
companies in scenario. statistical
decisions
India after the techniques
and forced
entry of such as
other
Reliance Jio. regression
operators
analysis
to adopt
similar
strategies.

The objective Valuable

of this study insights from
was to examine the study on
the perceptions Indian
of telecom The data telecom
Amin, P., Kale, A., & Perception Study of users regarding The study analysis or users'
17 Nilakantan, A. Telecom User Post the impact of focused on the statistical perceptions
(2017). Jio Plans. Jio's plans in Indian market. method used of Jio's plans
the Indian in the study. and services.
market. The Findings
study aimed to showed Jio's
understand pricing as a
users' significant
 24

perceptions of
Jio's pricing,
factor, with
network
users
quality, service
considering
offerings, and
Jio's plans
overall
more cost-
satisfaction
effective than
with Jio as
other
compared to
operators.
other telecom
operators.
Findings
indicated
customers'
overall
Study
The collected satisfaction
objective:
data can be with Jio's
Assess
analyzed services,
customer
using particularly
satisfaction
statistical network
with Jio mobile
methods coverage and
A Study on services in The study was
such as pricing.
Customer Ganjam conducted in
descriptive Customers
Satisfaction on Jio District, Odisha, Ganjam
18 Dei, P. R. (2021). statistics, appreciated
Mobile Services: A India. Identify District, located
correlation the
Study on Ganjam key influencing in the state of
analysis, or widespread
District of Odisha. factors and Odisha, India.
regression coverage
suggest areas
analysis to enabling
for service
measure connectivity
improvement
customer across the
to enhance
satisfaction district and
customer
levels found Jio's
satisfaction.
competitive
pricing a key
factor in their
satisfaction.

19 Isal, M. V., & Competitive Objective: The study was Data sources: Competitive
Husain, M. B. Analysis of Evaluate conducted in Financial analysis:
(2022). Organizations networking India statements, Insights on
Involved in services industry networking
Networking industry databases. services' key
Services. players, Analysis: players'
analyzing Comparative dynamics,
market and market share,
position, regression strategies, and
strategies, methods. strengths.
strengths,
weaknesses,
and
 25

competitiveness
for informed
decision-
making by
stakeholders.
Study goal:
The collected Prioritize
data was mobile
Prioritizing the The objective of
analyzed network
preference of this study was
using selection
factors affecting to prioritize the
Garg, A., Gupta, S., The study was statistical factors using
the mobile factors that
20 Mathew, M., & conducted in techniques factor analysis
network selection: influence the
Singh, S. (2022). India such as and the best-
A combination of selection of
descriptive worst method,
factor analysis and mobile network
statistics and offering
best worst method. providers
inferential insights into
statistics. users' key
considerations.

The objective of
Findings:
this study
Customer
conducted by
Statistical satisfaction
Prasad (Year)
A Study on methods, boosts loyalty,
was to examine
Relationship such as driven by
the relationship The study was
between Customer regression higher
between conducted in
Satisfaction, analysis or perceived
Prasad, H. K. customer India, focusing
21 Quality of Service correlation service quality.
(2022). satisfaction, on the cellular
and Customer analysis, may Improving
quality of services
Defection in have been service quality
service, and industry.
Cellular Services in used to reduces
customer
India. analyze the customer
defection in the
data defection for
context of
cellular
cellular services
providers.
in India.

Quantitative Findings:
Objective:
data analysis: Remote work
Investigate the
It focused on Utilizes positives
A Study on the customer
the impact of descriptive (flexibility,
Customer experience of
the COVID-19 statistics, convenience,
Bhale, U., & Bedi, Experience of work from
pandemic, it correlation work-life
22 H. S. (2021, Work from Home home mobile
can be analysis, and balance) and
March). Mobile Users users during
assumed to regression challenges
during COVID-19 the COVID-19
have a global analysis to (connectivity,
Pandemic. pandemic
perspective. identify screen size,
(Bhale and
relationships technology
Bedi, 2021).
and trends. dependency).
 26

Study goal:
Explore
Objective: marketing
Explore strategies of
Relevant
marketing telecom
The study metrics.
strategies used providers in
Marketing focused on the Statistical
by Indian Tumkur,
Charan, H. N., & Strategies of city of Tumkur, methods,
telecom gaining a
23 Devaru, S. D. B Indian Telecom located in the such as
providers in competitive
2016 Services in Tumkur, state of descriptive
Tumkur, edge,
Karnataka, India. Karnataka, statistics or
Karnataka, attracting
India. regression
India (Charan customers,
analysis
& Devaru, and
Year). increasing
market
share.
Objective:
Explore
consumer
perceptions
Study The collected
of mobile
objective: data can be
service
Understand analyzed
providers,
consumer using
including
Consumer perceptions of statistical
service
Mishra, S. J., Rout, Perception mobile service The study was methods
quality,
24 D., Mishra, A., & towards Various providers in conducted in such as
satisfaction,
Sahu, M. B. 2014 Mobile Service terms of India descriptive
pricing,
Providers. service quality, statistics,
coverage,
satisfaction, correlation
and value.
pricing, analysis, or
Inform
coverage, and regression
providers for
value. analysis
better
offerings and
competitive
advantage.
25 Gupta, P. (2012). Predicting The study The study was Data analysis: Objective:
Customer aimed to conducted in Machine Develop a
Switching develop a India learning or predictive
Behaviour in predictive statistical model using
Cellular Networks model that modeling mobile
by Mobile Porting. utilizes mobile techniques number
number (logistic portability
portability data regression, data to
to understand decision reduce
and forecast trees, neural customer
customer networks) churn,
churn or likely used to improve
switching analyze the retention,
patterns in the data. and enhance
context of satisfaction
cellular for cellular
 27

network
networks.
operators.
 28

Chapter 3
Research
Methodology
 29

Research Methodology of the study

A research technique is a set of strategies for gathering, assembling, and analyzing data
during the research process. It refers to the tools used to collect appropriate data for a
certain study topic. It's a method for exploring and solving research problems in a
systematic manner.

We employ a specific method of research in our research study and explain why we choose
that method or approach over others so that the researcher or others can analyze the research
findings.

OBJECTIVES OF STUDY

 Identify preference of people between Airtel and Jio.

 To gain a better understanding of the primary issues that customers Faces when
utilizing mobile services.
 To determine the extent of his customer's loyalty to his service provider
 To understand the reasons why clients switch service providers over time..

SCOPE OF STUDY
 Study will help us in determining which is better (Jio or Airtel) based on the
customer's preferences.
 Which telecom operator provides superior customer service?
 Knowing how many clients are loyal to their brands would be beneficial.
 It would be beneficial to learn about the causes for non-preference.

LIMITATION OF STUDY
 The study will be conducted in Jaipur with 50 participants,
 convenient sampling has been used
 30

RESEARCH DESIGN
A research is a valid when a conclusion is accurate or true and research design is the
conceptual blueprint with in which research is conducted. A scholar for his research, prepare an
action plan and it constitute the outline of collection, measurement and analysis of data.

Nature of study
The nature of study states as descriptive.

Data Collection

The survey method was used in this study, with researchers visiting various clients and
conducting surveys. The best method for achieving the goal of this research was to conduct a
survey, which allowed us to learn which elements have the most impact on customer
behavior. The research was carried out utilizing a mix of primary and secondary data.

Primary Source

Primary data for this study is first-hand information that was acquired recently. The most
widely used and widely used technique for gathering primary data is the questionnaire. The
same information is being gathered for this project. The data collection technique used were
the google forms online propagated using email and WhatsApp.

Secondary Source

Information obtained through government publications, organizational internal records,

reports, books, journal articles, and websites is referred to as secondary data.

Various publications, journals, articles about the issue under investigation, and other online
resources were used.
 31

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.

Nature of population
Students from IPS Business Collage, and Corporate Office Employees in Jaipur were
considered as population of study.

Sample unit
Sample unit of the study is the IPS Business Collage, Jaipur.

Methods of sampling
The method of sampling used here is random sampling of 50 customers of Airtel and Jio.

Size of sample
The sample studied consists of 50 customers convenient sampling
 32

Chapter 4

Data Analysis
 33

Age Wise Categorization

Age Count
18-24 41
25-34 6
35-44 1
45-54 2
55 & Above 0
Total 50
 34

Occupation Wise Categorization

Occupation Wise Categorization

Age Count
Student 37
Professional 10
Self-employed 2
Homemaker 1
Total 50

4). Which mobile network provider are you currently using?

Company Count
Jio 30
Airtel 13
BSNL 0
Vodafone Idea 7
Total 50
Interpretations - Among the surveyed respondents, Jio is the most popular mobile network provider, with
60% of the respondents using it, followed by Airtel with 27% and Vodafone Idea with 13%, while no
respondents are using BSNL.
 35

5. How long have you been using your current mobile network provider?
Duration Count
Less than 6 months 2
6 months to 1 year 3
1-2 years 11
2-5 years 23
More than 5 years 11
Total 50
Interpretations - Approximately 46% of the respondents have been using their current mobile network
provider for 2-5 years, while 23% have been using it for more than 5 years , While 23% have been using it for 1
- 2 Years.
 36

Interpretations – Network Coverage and Internet Speed & Pricing Plays an Important role
in Selection of a Mobile Network Provider.

Interpretations – Above Graph Shows that 46% Respondents are Very Satisfied , 31% Are
Moderately Satisfied and 15% Extremely Satisfied with their current Mobile Service
Provider in terms of network coverage.
 37

Interpretations - Above Graph Shows that 35.5% Respondents are Very Satisfied , 30.6%
Are Moderately Satisfied and 21% Extremely Satisfied with their current Mobile Service
Provider in terms of Call Quality.

Interpretations - Above Graph Shows that 38.7% Respondents are Very Satisfied , 30.6% Are
Moderately Satisfied and 21% Extremely Satisfied with their current Mobile Service Provider in
terms of Call Quality.

Section C – Independent Variable

 38

Interpretations – According to the above graph 60% Respondents are not considering to
Switch Their Current Mobile Network Provider.

Interpretations – According to the above Responses , The Reasons for Switching Current
Mobile Network Provider Can Faster Internet Speed , More Affordable Pricing and Plans ,
And Better call quality . If someone offer this at best quality with best price then customer
can switch their current Network Provider.
 39

Interpretations – According to the above Responses The Factory that affecting Loyalty not
to considering a Switch is Satisfied with current pricing and plans, Satisfied with current
network coverage , Satisfied with current internet speed.

Interpretations - According to the above Responses There are 35% Respondents who
Want specific services or features would like to see from Jio or Airtel that are currently not
available.
 40

14. Please specify the services or features you would like to see:
i. Will I be able to use 5G on international roaming
ii. Free ott service
iii. offer OTT services with the monthly recharge
iv. Airtel should cover network in rural areas.
v. Yes I would like to see data speed and service

Comments – Customers wants the OTT Service with The Monthly recharges and They Also
Suggested that Rural areas should be covered Properly .

Interpretations - According to the above Data, 34.4% Respondents are neutral in

recommending others , 27.9% respondents are Somewhat Likely prefer their Mobile
network providers to others & 29.5% respondents are Very Likely prefer their Mobile
network providers to others.
 41

Interpretations - According to the above Data 48.3% Respondents know about the
offerings of Jio,38.3% Have Somewhat Familiar with the offerings of Jio and 13.3%
respondents are not familiar at all about the offerings of Jio.

Interpretations - According to the above Data 33.9% Respondents know about the
offerings of Airtel,35.9% Have Somewhat Familiar with the offerings of Airtel and 13.3%
respondents are not familiar at all about the offerings of Airtel.
 42

Interpretations - According to the above Data, 31.7% of the respondents get information
about mobile network providers through Social Media Platforms & 18.3% Respondents got
Information form Television Commercials , 13.3% Get information from Word of mouth
recommendations , and 16.7% get information from Online Advertisement .

19. Is there any other feedback or information you would like to share regarding Jio, Airtel, or your current mobile
network provider?
i. Jio is the lack of awareness and knowledge of the 5G network among the general public.
ii. The free 5G unlimited that Jio is giving is great.
iii. Make your network coverage more smooth
iv. Airtel should expand in rural areas
 43

Chapter 5
 44

Suggestions

Suggestions
Promotion through TV Advertisement, as well as print media, as this is the most effective way to reach the
general public.
 45

Companies should also begin customer promotional programs to make the customer familiar about the Offerings

Firms could improve their offerings by introducing cutting-edge technology into the market to attract customers.
They should also aim to improve their signal's range in the Rural Areas.

To tackle the connectivity problem, businesses could aim to expand their capacity.

To improve service standards, marketing staff should provide thorough feedback with logical re-joining from the
market.

Locals are given additional responsibility in the realm of marketing to attract customers
 46

Conclusion and Limitations

Conclusion

 The purpose of this study is to compare the Consumer Preference and

Satisfaction of two most powerful telecom competitors of all time. In our
study, we discovered that Jio and Airtel are well-known organizations in
the industry. People are familiar with both companies' names. They
would rather buy both.
 The Jio network is more popular than the Airtel network. Every class
prefers Jio, it has proved itself as a Best Pricing and service supplier to its
competitors.
 Based on the given Responses, it can be concluded that both Airtel
and Jio are equally dedicated to their customers, offering them the
choice to select between the two at the time of purchase. However, Jio
 47

surpasses Airtel in terms of performance and Pricing.

Limitations

 customers are not aware of Offerings.13% are not familiar and 38.3% are
somewhat familiar (Jio/Airtel)
 Network Coverage and Internet Speed Plays a Major Role.
 Low sales promotion support; the corporation does not place a high priority
on advertising plans and strategies.
 Convenient Sampling has been used for this Research.

Bibliography

 https://selectra.in/mobile/operators/airtel/swot-analysis
 https://iide.co/case-studies/swot-analysis-of-jio/

 https://www.businessinsider.in/business/telecom/news/reliance-jio-vs-bharti-airtel-four-
charts-to-showcase-how-indian-telecom-giants-faired-in-2022/slidelist/
91640306.cms#slideid=91640359
 https://www.fiercewireless.com/wireless/jio-airtel-report-card-who-performed-better-
 48

q3pp.21-27.pdf

 https://selectra.in/mobile/compare/airtel-vs-jio
 https://www.livemint.com/industry/telecom/jio-is-number-one-operator-by-revenue-
 market-share-airtel-second-1566909436789.html
 https://indianexpress.com/article/technology/reliance-jio-vs-airtel-prepaid-5g-plans-8373545/

 https://insider.finology.in/investing/airtel-vs-jio
 https://www.mypminterview.com/p/business-case-study-airtel-jio-rivalry

 https://www.irejournals.com/formatedpaper/1704771.pdf
 https://shodhgangotri.inflibnet.ac.in/bitstream/123456789/11587/1/kolekar%20sir%20synopsis
%20final%20(1)%20pdf.pdf
 49

Annexure

QUESTIONNAIRE

1. Gender:
- Male
- Female
- Prefer not to say

2. Age:
- 18-24
- 25-34
- 35-44
- 45-54
- 55 and above

3. Occupation:
- Student
- Professional (Specify field: ________)
- Self-employed
- Homemaker
- Other (Specify: ________)

4. Which mobile network provider are you currently using?

- Jio
- Airtel
- Vodafone Idea
- BSNL
- Other (Specify: ________)

5. How long have you been using your current mobile network provider?
- Less than 6 months
- 6 months to 1 year
- 1-2 years
- 2-5 years
- More than 5 years
Section- B Dependent Variables
6. What factors influenced your decision to choose your current mobile network provider?
- Network coverage
- Call quality
- Internet speed
- Pricing and plans
- Value-added services
- Customer service
- Recommendations from others
- Brand reputation
- Other (Specify: ________)

7. On a scale of 01-05, how satisfied are you with your current mobile network provider in terms of network coverage?
- 1 (Not at all Satisfied)
- 2 (Slightly Satisfied)
- 3 (Moderately Satisfied)
- 4 (Very Satisfied)
 50

- 5 (Extremely Satisfied)
8. On a scale of 01-05, how satisfied are you with your current mobile network provider in terms of Call Quality?
- 1 (Not at all Satisfied)
- 2 (Slightly Satisfied)
- 3 (Moderately Satisfied)
- 4 (Very Satisfied)
- 5 (Extremely Satisfied)

9. On a scale of 01-05, how satisfied are you with your current mobile network provider in terms of Internet Speed?
- 1 (Not at all Satisfied)
- 2 (Slightly Satisfied)
- 3 (Moderately Satisfied)
- 4 (Very Satisfied)
- 5 (Extremely Satisfied)

Section C – Independent Variable

10. Have you ever considered switching from your current mobile network provider to either Jio or Airtel?
- Yes
- No

11. If yes, what are the reasons for considering a switch?

- Better network coverage
- Better call quality
- Faster internet speed
- More affordable pricing and plans
- Attractive value-added services
- Poor customer service from current provider
- Recommendations from others
- Brand reputation

12. If no, what are the reasons for not considering a switch?
- Satisfied with current network coverage
- Satisfied with current call quality
- Satisfied with current internet speed
- Satisfied with current pricing and plans
- Satisfied with current value-added services
- Satisfied with current customer service
- Lack of trust in Jio or Airtel
- Other (Specify: ________)

13. Are there any specific services or features you would like to see from Jio or Airtel that are currently not available?
- Yes
- No

14. If yes, please specify the services or features you would like to see:
 51

15. How likely are you to recommend your current mobile network provider to others?
- Very likely
- Somewhat likely
- Neutral
- Somewhat unlikely
- Very unlikely

16. How familiar are you with the services and offerings of Jio?
- Very familiar
- Somewhat familiar
- Not familiar at all

17. How familiar are you with the services and offerings of Airtel?
- Very familiar
- Somewhat familiar
- Not familiar at all

18. What channels do you primarily use to gather information about mobile network providers? (Select all that apply)
- Television commercials
- Online advertisements
- Social media platforms
- Word-of-mouth recommendations
- Online reviews and ratings
- Company websites
- Print advertisements (newspapers, magazines)
- Other (Specify: ________)

19. Is there any other feedback or information you would like to share regarding Jio, Airtel, or your current mobile network
provider?