SUMMER INTERNSHIP REPORT

ON CONSUMER EXPERIENCE ON
JIO 4G – 5G SERVICES

(Guru Gobind Singh Indraprastha University)

In Partial Fulfillment of the Requirement for the Award of the Degree of
(Bachelor of Business Administration)
(Batch 2020- 2023)
Under the Institutional Guidance of Under the Corporate Guidance Of

MS. ISHA KATARIA MR. ASHUTOSH RAI

Submitted By: -
(HARSH AGGARWAL)
(ENROLLMENT NO: - 07150601721)

New Delhi Institute of Management

61, Tughlakabad Institutional Area, New Delhi-62

1
 AUTHORIZATION

This is to authorize that the project report titled – “ Consumer Experience

on 4G-5G Services of Jio ” is submitted as per the norms of the BBA at
GGSIPU University. The project report is an authentic record of the
bonafide and exclusive work carried out by ‘HARSH AGGARWAL’ with
Enrollment number – ‘07150601721’ at Reliance JIO under the supervision
of MR. ASHUTOSH RAI (Company guide).

This report is free from plagiarism and has not been a basis for any

previously awarded degree to any individual or institution. The findings and

conclusions of the report are based on my personal study and experience
during the tenure of my summer internship.

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 ACKNOWLEDGEMENT
Any accomplishment requires the effort of many people and this work is not different.
Regardless of the source, I wish to express my gratitude to those who may have
contributed to this work, even though anonymously.

First, I would like to express my deepest sense of gratitude to RELIANCE JIO for providing
me with an opportunity for training and encouragement in conducting the research work.
I would like to pay my sincere thanks to my project guides, MR. ASHUTOSH RAI Sir who
is the team leader of my team for giving me the approval and also thanks to the staff to
co- operating me in my project and as well as giving me guidance in the problem faced.

MS.ISHA KATARIA under whose guidance I was able to complete my project

successfully. I have been fortunate enough to get all the support, encouragement and
guidance from her needed to explore, think new and initiate.
My final thank goes out to my parents, family members, teachers and friends who
encouraged me countless times to persevere through this entire process.

HARSH AGGARWAL

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 TABLE OF CONTENTS
CHAPTER CONTENTS PAGE
NO.
1.
- INTRODUCTION 1 - 12
- OVERVIEW
- HISTORY
- EVOLUTION OF 5G
- SCOPE OF STUDY
- SIGNIFICANCE

2. - OBJECTIVES OF THE STUDY 13 - 17

- COMPANY STRATEGIES
- COMPANY MARKET TRENDS
- LIMITATIONS OF STUDY

3. - LITERATURE REVIEW 17 - 22

4. - RESEARCH METHODOLOGY 22 - 25
- RESEARCH DESIGN
- DATA COLLECTION METHODS & TOOLS
- SAMPLING TECHNIQUES

5. - COMPANY PROFILE 25 -37

- PRODUCTS & SERVICES
- 10 P”s OF JIO 5G NETWORK
- AWARDS & REWARDS OF JIO
- LIST OF 5G ENABLED CITIES
- GOVT & SOCIAL IMPACT ON JIO 5G
- DIFFERNCE BETWEEN 4G & 5G
- IMPACT OF JIO 5G TELECOM
- COMPETITORS OG JIO 5G
- FUTURE PROSPECT OF JIO 5G
- SWOT ANALYSIS

6. - DATA ANALYSIS & INTERPRETATION 37 - 50

7. - FINDINGS 50 - 60
- CONCLUSION
- BIBLIOGRAPHY
- ANNEXURE

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INTERNSHIP CERTIFICATE

5
 JOB DESCRIPTION

POSITION : - JIO RESEARCH MARKETING INTERN

LOCATION : - OLD HSBC BANK COMM TOWER 1 SECTOR 45 GURUGRAM (122001)

DURATION : - 2 MONTHS INTERNSHIP

During my internship at Reliance Jio Infocomm limited, I had the opportunity to work as a
Marketing Research Intern, contributing to various aspects of the company's Marketing
Research efforts.

Here's a summary of my responsibilities and achievements in the role:

• Consumer Experience Analysis : -

Leverage insights gained from the internship at Reliance Jio Infocomm Limited to conduct a
comprehensive analysis of consumer experiences related to 4G and 5G services.

Evaluate and synthesize data on customer satisfaction, preferences, and challenges in using Jio's
telecommunications services.

• Market Trends and Competitor Analysis : -

Stay abreast of current market trends in the telecommunications industry, specifically focusing on
4G and 5G services.

Conduct competitor analysis to identify strengths, weaknesses, opportunities, and threats,

providing actionable recommendations for Jio.

• Data Collection and Interpretation : -

Design and implement surveys, interviews, and other data collection methods to gather relevant
information on consumer perceptions and expectations.

Analyse data using statistical tools and present findings in a clear and concise manner.

• Report Generation : -

Prepare detailed reports highlighting key findings, insights, and trends related to consumer
experiences with 4G and 5G services.

Develop visually appealing presentations to communicate research results to internal stakeholders.

• Collaboration and Communication : -

Work collaboratively with cross-functional teams to integrate research findings into marketing
strategies and initiatives.

Effectively communicate complex research concepts to non-technical stakeholders.

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 EXECUTIVE SUMMARY
This executive summary encapsulates the pivotal insights derived from my internship
experience at Reliance Jio, specifically centered on the project titled 'Consumer
Experience on 4G-5G Services of Jio.' The primary goal of the project was to
analyze and enhance the consumer experience on the latest generation of
telecommunications services offered by Jio.
Project Objectives : -
The project aimed to evaluate the consumer experience concerning Jio's transition
from 4G to 5G services. Objectives included assessing network performance,
identifying areas for improvement, understanding user preferences, and gauging
overall satisfaction with the telecommunications services.
Methodologies Employed : -
To achieve the project goals, a multi-faceted approach was adopted. This
encompassed a comprehensive review of existing literature on 4G-5G transitions,
surveys and interviews with Jio subscribers, data analysis of network performance
metrics, and benchmarking against industry standards. The methodologies allowed
for a holistic understanding of the consumer landscape.
Major Challenges Encountered : -
Several challenges were encountered during the project, including but not limited to
data privacy concerns, obtaining accurate and representative user feedback, and
aligning the study with the dynamic nature of telecommunications technology.
Addressing these challenges required a nuanced and adaptive research strategy.
Impact of the Study : -
The study has profound implications for Jio's strategic positioning in the
telecommunications sector. Insights gleaned from the project will inform targeted
improvements in network infrastructure, service delivery, and customer engagement.
By addressing identified pain points and enhancing consumer satisfaction, Jio aims to
fortify its competitive edge in the rapidly evolving landscape of 4G-5G services.

Conclusion : -
In conclusion, this executive summary provides a snapshot of the comprehensive
analysis conducted during the internship at Reliance Jio. The findings serve as a
valuable resource for strategic decision-making, positioning Jio to deliver an
enhanced and unparalleled consumer experience in the transition from 4G to 5G
services. The project's impact extends beyond mere technical enhancements,
fostering a customer-centric approach that is pivotal in sustaining and advancing Jio's
prominence in the telecommunications industry
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8
1.1 OVERVIEW

Reliance Telecom is a part of

the Reliance Anil Dhiru Bhai
Ambani Group, led by Mukesh
Ambani. The company
provided wireless
telecommunication services in various regions of India. Reliance Telecom offered a
range of telecom services, including voice calls, data services, and messaging.
Reliance Telecom was known for its CDMA (Code Division Multiple Access)
technology, which was used for providing mobile and fixed-line telecommunication
services. The company had a presence in many parts of India, but its operations were
not as extensive as some of the larger telecom providers like Bharti Airtel and
Vodafone Idea. The Indian telecom industry has been highly competitive, and
Reliance Telecom faced challenges in terms of market share and financial
sustainability. Reliance Telecom was a subsidiary of Reliance Communications, which
was founded by Anil Ambani's elder brother, Mukesh Ambani. Reliance
Communications had a tumultuous journey, including financial difficulties and legal
battles. In 2019, Reliance Communications decided to shut down its 2G and 3G
wireless operations, which also affected Reliance Telecom. The company participated
in various spectrum auctions to acquire the necessary spectrum for its operations.
Like other telecom companies in India, Reliance Telecom faced regulatory and legal
challenges, including issues related to the cancellation of licenses. The telecom
sector in India has been marked by intense price wars and high debt levels, which
impacted the financial health of several companies, including Reliance Telecom.
Given the challenges in the telecom industry, there were efforts to restructure and
potentially rebrand the business to adapt to the changing landscape.

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1.2 HISTORY OF RELIANCE JIO :
Network Infrastructure Investment (2011-2015) :
Over the next few years, Reliance Jio made substantial investments in building a
robust 4G LTE network infrastructure, including the deployment of fiber-optic cables
and extensive network planning.

Soft Launch and Preview (2015):

In December 2015, Reliance Jio initiated a soft launch, offering its services to its
employees and partners. This phase allowed the company to test its network and
services.
Public Launch (September 2016):
The much-anticipated public launch of Reliance Jio took place on September 5,
2016. It disrupted the Indian telecom market with its "Welcome Offer," providing
free voice calls and unlimited data for an extended period.
Free Data and Voice Services (2016-2017) :
Jio's launch led to intense competition in the industry. It offered free data, voice
calls, and content services for several months, which attracted millions of
subscribers.
4G Network Expansion (2017-2018):
Reliance Jio rapidly expanded its 4G network, achieving impressive coverage across
urban and rural areas, which contributed to its rapid subscriber growth.
Jio Phone Launch (2017):

In 2017, Reliance introduced the Jio Phone, a 4G feature phone, at an effectively free
price, further penetrating the market and enabling more consumers to access 4G
services.
Commercial Success and 5G Rollout (2019) :
Jio achieved commercial success and profitability by 2019 and subsequently
announced plans to roll out 5G services, emphasizing its commitment to
technological advancement.

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 1.3 EVOLUTION OF MOBILE TECHNOLOGY : -

1. (1995) - Introduction of Mobile Services : -

Mobile services were first intro duced in India, with the launch of the first cellular
network.

2. (1998) - 2G Technology (GSM) : -

India's first mobile network was based on 2G technology, specifically GSM, which
primarily offered voice services and text
messaging.

3. (2002) - Data Services (2.5G) : -

GPRS and EDGE technologies were introduced, providing limited mobile data
services.

4. (2003) - Expansion of Mobile Services : -

The number of mobile subscribers in India began to grow rapidly, making India one
of the fastest-growing mobile markets in the world.

5. (2008) - Introduction of 3G : -
The government auctioned 3G spectrum, and 3G services
were introduced, offering faster data speeds and enabling video calls and mobile
internet services.

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6. (2012) - 4G Trials Begin : -
Operators started conducting 4G trials in select cities.

7. (2016) - Reliance Jio Disruption : -

Reliance Jio launched 4G services with aggressive pricing, significantly reducing data
costs and prompting other operators to follow suit

8. (2018) - Rapid 4G Expansion : -

4G networks and services expanded significantly across India.

9. (2020) - 5G Trials Announced:

The Indian government announced plans for 5G trials, focusing on sectors like
healthcare, education, and smart cities.

10. (2021) - 5G Trials Begin : -

India initiated 5G trials to test and prepare for the commercial rollout of 5G
technology.

11. (2022) - 5G Spectrum Auction : -

The government conducted auctions for 5G spectrum, allowing telecom operators to
acquire the necessary spectrum
for 5G services.

12. Anticipated 5G Commercial Rollout (2023) : -

It is expected that the commercial rollout of 5G services will happen in the near
future, providing ultra-fast data speeds, low latency, and support for emerging
technologies like Internet of things and
Augmented reality.

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1.4 TRAI (TELECOM REGULATORY AUTHORITY OF INDIA)

TRAI, which stands for the Telecom Regulatory Authority of India, is the regulatory body for
the telecommunications sector in India. Here are 10 key points to explain TRAI:
Regulatory Authority: TRAI is an independent regulatory authority established by the
Government of India to oversee and regulate the telecommunications industry in the
country.
Statutory Body: It was established under the Telecom Regulatory Authority of India Act,
1997, and is responsible for ensuring fair competition and consumer protection in the
telecom sector.
Regulatory Functions: TRAI's primary functions include regulating tariffs, interconnection
agreements, quality of service, and ensuring a level playing field for telecom service
providers.
Tariff Regulation: TRAI regulates the pricing of telecom services to prevent anti-competitive
practices and protect the interests of consumers.
Interconnection Agreements: TRAI ensures that telecom operators have fair and non-
discriminatory access to each other's networks through interconnection agreements.
Quality of Service: TRAI sets and enforces quality of service standards for telecom operators
to ensure that consumers receive a satisfactory level of service.
Spectrum Management: TRAI makes recommendations on the allocation and pricing of
radio frequency spectrum, a critical resource for wireless communication services.
Consumer Protection: TRAI works to protect the interests of telecom consumers by
addressing grievances, ensuring transparency, and promoting fair business practices.
Market Research and Analysis: TRAI conducts research and analysis of the telecom industry
to make informed policy recommendations to the government.
Policy Recommendations: TRAI makes recommendations to the government on various
policy issues related to the telecom sector, including licensing, spectrum allocation, and
technology adoption.

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 1.5 SIGNIFICANCE OF RELIANCE JIO TELECOM : -

Customer Satisfaction: Positive consumer experiences with Jio's 4G and 5G services can
lead to increased customer satisfaction, loyalty, and retention.
Competitive Advantage: Delivering exceptional consumer experiences can provide Jio with
a competitive edge in the telecom market, attracting new subscribers and retaining existing
ones.
Brand Reputation: A good consumer experience builds a strong brand reputation for Jio,
enhancing its image in the market and attracting more customers.
Revenue Generation: Satisfied consumers are more likely to use and pay for additional
services, boosting revenue for Jio.
Market Share: A positive consumer experience can help Jio gain a larger share of the
telecom market, further solidifying its position as a major player in the industry.
Network Adoption: As 5G becomes available, a good consumer experience can drive faster
adoption of the new technology, benefiting both Jio and consumers.
User Engagement: A seamless and enjoyable experience encourages consumers to engage
with more data-intensive applications, leading to higher data consumption.
Economic Growth: The success of Jio's 4G and 5G services can contribute to economic
growth by enabling businesses, fostering innovation, and improving productivity.
Digital Inclusion: A positive consumer experience can contribute to digital inclusion,
ensuring that a wider population has access to high-speed internet, bridging the digital
divide.
Technological Advancements: Consumer feedback and experiences can drive further
technological advancements, leading to the development of new services and
applications that benefit society as a whole.

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15
2.1 OBJECTIVES OF PROJECT

1. Educational Objectives : -
a) Inform and educate attendees about 4G and 5G technology: Provide attendees
with a comprehensive understanding of the differences between 4G and 5G
technology, including their capabilities, implications for various industries, and
potential use cases.
b) Highlight Jio's role in the development of 5G: Showcase Jio's contributions to the
5G ecosystem, its initiatives in deploying 5G infrastructure, and its vision for the
future of telecommunications.
2. Networking and Collaboration Objectives :-
a) Facilitate networking opportunities: Create an environment that encourages
networking among attendees, including industry professionals, technology experts,
and potential business partners.
b) Promote collaboration: Foster collaboration between Jio and other stakeholders in
the telecommunications and technology sectors for the advancement of 5G
technology.
3.Showcasing Jio's Achievements : -
a) Highlight Jio's achievements in the telecommunications industry: Showcase Jio's
accomplishments in the 4G era and its vision for 5G, emphasizing its leadership and
innovation in the field.
b) Demonstrate Jio's 5G infrastructure and capabilities: Offer live demonstrations and
interactive sessions to exhibit Jio's 5G infrastructure, equipment, and solutions.
4. Consumer Awareness and Engagement : -
a) Engage consumers and potential customers: Provide a platform for consumers to
understand how 4G and 5G technologies will impact their daily lives, including
enhanced services, IoT, and smart cities.
b) Collect consumer feedback: Gather consumer feedback and insights on their
expectations, concerns, and experiences related to 4G and 5G services.
5. Strategic Partnerships : -
a) Explore potential partnerships: Identify and initiate discussions with potential
partners, such as technology vendors, content providers, and government bodies, to
strengthen Jio's 5G ecosystem.

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2.2 COMPANY STRATEGIES

1. Early Adoption :
Jio has shown a history of early technology adoption, and it
aims to be at the forefront of 5G deployment in India.
2 . E d-to-End 5G Solutions :
Reliance Jio aims to offer comprehensive end-to- end 5G solutions, including
device network infrastructure, and services.
3. Network Modernization :
Jio intends to modernize its existing 4G network infrastructure to facilitate a
smooth transition to 5G, ensuring compatibility and improved service quality.
4. Virtualized Network :
The company is expected to use virtualization and software-defined network
(SDN) technologies to enhance network flexibility and efficiency.
5. IoT and Smart Devices :
Jio's 5G strategy involves catering to the Internet of Things (IoT) market by
providing connectivity for a wide range of smart devices.
6. Low-Cost 5G Devices :
Jio is likely to focus on affordable 5G smartphones and devices, making 5G
accessible to a wider segment of the population.
7. Partnerships and Collaborations :
The company may partner with global technology providers to leverage their
expertise in 5G technology and network deployment.
8. Content and Services :
Reliance Jio's 5G strategy may involve the integration of content and services
into its 5G offerings, building on its strength as a digital service provider.
9. Pricing Disruption :
As with its 4G services, Jio might aim to disrupt the pricing structure of 5G
services in India, making high-speed internet more affordable.
10. Massive MIMO and Beamforming :
Implementing advanced technologies like Massive MIMO and beamforming to
enhance network capacity and coverage.
11. Edge Computing :
Jio could incorporate edge computing capabilities to reduce latency and support
real-time applications for consumers and businesses.
12. Government Collaboration :
Jio is likely to collaborate with government initiatives and regulators to ensure a
smooth 5G rollout and address regulatory
challenges.

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2.3 COMPANY MARKET TRENDS :

1. 5G Adoption :
The increasing global trend toward 5G technology adoption is a
significant market trend that Reliance Jio is positioning itself to capitalize on.
2. Data Consumption:
With the proliferation of smartphones and connected devices, the trend of rising
data consumption is expected to continue, driving the demand for faster and more
reliable networks.
3. Internet of Things (IoT):
The IoT market is growing, and Jio is aligning its strategy to cater to the connectivity
needs of IoT devices and applications.
4. Digital Transformation:
As businesses and industries embrace digital transformation, the demand for high-
speed, low-latency 5G connections is growing, and Jio aims to cater to this market.
5. Remote Work:
The trend of remote work and telecommuting, accelerated by the COVID-19
pandemic, is increasing the need for robust and reliable connectivity, which 5G can
provide.
6. Content and Streaming:
The market trend of increasing video streaming and content consumption on mobile
devices necessitates faster and more stable networks, which Jio is addressing.
7. Affordability :
Jio's market trend has been to offer affordable telecom services, and this trend is
expected to continue with 5G, making high-speed internet more accessible.
8. Competition :
The Indian telecom market is highly competitive, and Jio must continue to innovate
and offer compelling 5G services to maintain its market position.
9.. Government Initiatives :
Market trends are influenced by government policies and initiatives related to
spectrum allocation, infrastructure development, and regulatory matters.
10. Spectrum Auctions :
The availability and pricing of spectrum, obtained through auctions, are crucial
market trends that affect Jio's 5G rollout.
11. Customer Preferences:
Understanding and adapting to changing customer preferences and demands for
services, devices, and data plans is an ongoing market trend.

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 2.4 LIMITATIONS OF THE STUDY

It is well known fact that constraint and limitations are bound to be present in any
study so this also has some limitations such as: -

 We conducted survey in Delhi NCR region only because of limited time

duration.

 Due to this, the sample size is only 100, which is very small in comparison tothe
whole population of India.

 All the respondents could not fill their questionnaire on their own due to
language problem, time constraints and lack of positive behavior.

 Respondent may give biased answer due to some lack of information about
other brands.

 The data taken from secondary source like internet, newspaper, books, etc.may
lack some proper explanation or may not be correctly interpreted.

 There can be many interpretations and explanations to the data collected. Thisis an
empirical study and the research provides the explanation as understood by the
researcher only.

 The chances of biased response cannot be eliminated though all necessary steps
were taken to avoid the same.

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20
3. LITERATURE REVIEW
A literature review on Jio's services, 4G and 5G technology would involve an
examination of existing research, articles, and publications on these topics. Here's a
concise literature review with key points:
1. Disruption in the Indian Telecom Industry:

Jio's entry into the Indian market in 2016 is widely recognized as a game-changer,
offering affordable 4G services and causing a significant disruption in the
telecommunications industry (PIYUSH, 2020).

2. Growth and Market Penetration:

Several studies have documented Jio's rapid growth, expanding its customer base
and market presence through its data-centric services and competitive pricing
(Chaturvedi ,2019)
3. Digital Services Ecosystem:

Jio's success is attributed to its creation of a digital services ecosystem,

encompassing entertainment, e-commerce, and more, integrated with its mobile
services (Srivastava & Roy, 2018).

4. Introduction and Evolution:

4G technology, characterized by high-speed data transmission, evolved over time to

enable faster internet access, video streaming, and mobile applications (Mukherjee
& Singh, 2019).
5. Impact on Mobile Data Consumption:

The advent of 4G, particularly with Jio's aggressive pricing, led to a surge in mobile
data consumption in India, transforming how people access content and services
(Dwivedi et al., 2018).
6. Economic and Societal Impact:

Research highlights the positive economic and societal impacts of 4G technology,

including increased productivity, access to education, and opportunities for
businesses (Bashir, 2019).

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7. Key Features and Benefits :

5G technology is expected to provide significantly faster data speeds, low latency,

and support for a massive number of connected devices, offering new possibilities
for IoT and smart cities (Amir, 2019).
8. Jio's Role in 5G :

Jio has been actively involved in the development of 5G technology, with initiatives
to deploy a 5G network infrastructure in India (Press Trust of India, 2020).
9. Challenges and Implementation:

Research discusses the challenges in implementing 5G technology, including the

need for significant infrastructure upgrades and spectrum allocation (Meheer , 2020).

10. Potential Use Cases :

Scholars have explored potential use cases of 5G in sectors like healthcare,
agriculture, and transportation, outlining the transformative potential of the
technology (Hassan ,2018).

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23
4. RESEARCH METHODOLOGY :
Research methodology refers to the systematic process or approach that researchers
use to plan, conduct, and analyze their research studies. It includes the methods,
techniques, and procedures that guide the collection of data and information,
ensuring that research is carried out in a structured and rigorous manner to produce
valid and reliable results.

(SAMPLE SIZE :- 100 RESPONDENTS)

4.1 RESEARCH DESIGN :-

4.1.1 QUALITATIVE RESEARCH

1. Customer Satisfaction Analysis :- Qualitative research methods, such as in-

depth interviews and focus groups, can be employed to understand the
underlying factors that contribute to customer satisfaction with Reliance Jio's
services. This can help in uncovering customer preferences, experiences, and
areas for improvement.

2. Market Perception and Brand Image : - Qualitative research can be used to

explore how consumers perceive the Reliance Jio brand. Researchers can
conduct thematic analysis of social media discussions, reviews, and qualitative
surveys to gain insights into the public's perception of Jio's products and
services.

4.1.2 QUALITATIVE RESEARCH

1. Customer Satisfaction Surveys :-
Reliance Jio can conduct quantitative research through customer satisfaction
surveys. They can collect data from a large sample of their subscribers and
use statistical analysis to quantify customer satisfaction levels. This research
can help identify areas where the company is excelling and where
improvements are needed.
2. Network Performance Metrics : -
Quantitative research can be applied to measure and improve network
performance. Reliance Jio can collect quantitative data on key network
performance indicators like latency, data speeds, call drop rates, and signal
strength across various regions.

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 4.1 DATA COLLECTION METHODS USED IN PROJECT REPORT

1. Surveys : -
Surveys involve collecting structured data through questionnaires, often
used for quantitative research to gather information from a large sample of
respondents.
2. Interviews : -
Interviews are one-on-one or group discussions with participants to obtain in-depth,
qualitative data, offering insights into attitudes and experiences.
3. Case Studies : -
Case studies focus on in-depth examination of a single subject or a few cases to gain
a comprehensive understanding, often used in qualitative research.
4. Secondary Data : -
Secondary data involves collecting data from existing sources, such as databases,
reports, or archives, to analyze for research purposes.
5. Ethnography : -
Ethnography is a type of qualitative research that involves immersing yourself in a
particular community or organization to observe their behaviour and interactions up
closely.

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 4.2 SAMPLING TECHNIQUE USED IN PROJECT REPORT : -

1. Simple Random Sampling : -

In simple random sampling, each member of the
population has an equal chance of being selected. This method is straightforward and
minimizes bias, but it may not be practical for large populations.
2. Stratified Sampling : -
Stratified sampling divides the population into subgroups (strata) based on certain
characteristics or attributes, such as age, gender, or income. A random sample is then
taken from each stratum, ensuring that each subgroup is represented in the final
sample. It is useful when you want to ensure representation from different subgroups
in your sample.
3. Convenience Sampling : -
Convenience sampling involves selecting the most readily available individuals or items
as the sample. This method is quick and easy but often results in a non-representative
sample since it may not reflectthe broader population.

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 4.3 DATA SOURCES : -

4.3.1 PRIMARY DATA : -

Primary data is information that is collected directly from original sources for a
specific research purpose. This data is first hand and has not been previously
gathered or analysed by someone else. Primary data is typically used when
researchers need to address specific research questions or objectives.

4.3.2 SOURCES OF PRIMARY DATA : -

• Surveys : - Questionnaires or interviews conducted with individuals or groups

togather information.
• Observations : - Researchers directly observe and record data about a
specificphenomenon or behavior.
• Interviews : - Researchers conduct one-on-one or group interviews to
collectinformation directly from respondents.

4.3.3 SECONDARY DATA : -

Secondary data, on the other hand, is data that has already been collected and
analyzed by someone else for a purpose other than the current research.
Researchers use secondary data for various reasons, including to provide context,
support primary data, or conduct comparative analysis.

4.3.4 SOURCES OF SECONDARY DATA : -

• Government Reports and Statistics : - Data collected by government agencies for
various purposes, such as census data, economic reports, and public health statistics.
• Academic Research : - Data from previous research studies, publications, and
academic journals.
• Corporate Records : - Information from company reports, financial statements, and
sales data.
• Online Databases : - Data available on the internet, such as data repositories,
public datasets, and social media.

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28
 5. COMPANY PROFILE : -
1.1 PROFILE OF RELIANCE TELECOM : -

Reliance Telecommunications was a subsidiary of Reliance Communications, which

was part of the Reliance Anil Dhiru bhai Ambani Group, led by Mukesh Ambani. The
company offered a wide range of telecommunications services, including mobile
services, wireless broadband, enterprise services, and more. Reliance
Communications operated both CDMA (Code Division Multiple Access) and GSM
(Global System for Mobile Communications) networks, serving millions of
subscribers across India. The company had a substantial presence in India and
provided services across various regions, including urban and rural areas. Reliance
Communications was known for its data services, and it offered various data plans
and high-speed internet access to its customers. Like other telecom operators in
India, Reliance Communications faced challenges due to intense competition,
regulatory issues, and financial difficulties. The company actively participated in
spectrum auctions to acquire the necessary frequency bands to support its services.
Reliance Communications had a global presence and offered a range of telecom
services in international markets. The company encountered financial challenges and
was burdened with significant debt, leading to legal and regulatory issues.

29
1.2 RELAINCE JIO
PRODUCTS & SERVICES
1. 4G and 5G Mobile Services : -
Jio is primarily known for its 4G mobile services and is actively working on the rollout
of 5G services.
2. Prepaid and Postpaid Plans : -
Jio offers both prepaid and postpaid mobileplans to cater to various customer
preferences.
3. Jio Phone : -
Jio introduced the affordable Jio Phone, which is a feature phonewith 4G capabilities
and access to Jio's services.
4. High-Speed Data : -
Jio offers high-speed 4G data services, which haverevolutionized internet access in
India.
5. Jio Fiber : -
Jio Fiber is a high-speed broadband service providing fast internetconnectivity to
homes and businesses.
6. DTH Services : -
Jio also offers Direct-to-Home (DTH) television services throughJio DTH.
7. OTT Platforms : -
The company has introduced a suite of Over-the-Top (OTT)platforms, including Jio TV,
Jio Cinema, Jio SaavAn, and Jio News, offering content in various forms, such as movies,
music, news, and live TV.
8. Jio Mart : -
Jio Mart is an e-commerce platform for grocery shopping,integrating with local Kirana
stores for convenient delivery services.
9. Jio Health Hub : -
Jio Health Hub offers health and fitness services, allowingusers to track their health,
book appointments, and access telemedicine.
10. Jio Meet : -
Jio Meet is a video conferencing platform similar to Zoom,which gained popularity
during the COVID-19 pandemic.
11. Jio Cloud : -
Jio Cloud is acloud storage service that allows users to store and access their data
online.

27
 1.3 AWARDS & REWARDS ACHIEVED BY RELIANCE JIO
COMMUNICATIONS
1. Best Mobile Operator" at the Mobile World Congress 2018.
2. "India Mobile Congress Excellence Award" for its contribution to the Indian
telecom industry.
3. "Telecom Company of the Year" at the 2018 Energy & Environment Foundation
Global CSR Excellence & Leadership Awards.
4. "Best Brand Campaign" award at the World Communication Awards 2018 for its
"Jio Dhan Dhana Dhan" campaign.
5. "Best Mobile Operator Service for Consumers" at the Global Mobile (GLOMO)
Awards during the Mobile World Congress 2019.
6. "Best Mobile Operator Service for Consumers" at the GLOMO Awards in 2020.
7. "India's Most Admired Company" at Fortune India's "The Next 500" 2020.
8. "Best Mobile Operator Service for Consumers" at the GLOMO Awards during the
Mobile World Congress 2021.
9. Reliance Jio was recognized for its significant contributions to India's digital
growth and expansion of 4G and broadband services.

28
1.4 LIST OF JIO 5G ENABLED CITIES IN INDIA
Sr. No. City State/Union Territories

1. Tadipatri Andhra Pradesh

2. Bhatapara Chhattisgarh

3. Anantnag Jammu & Kashmir

4. Bhadravathi Karnataka

5. Doddaballapura

6. Chintamani

7. Ramanagara

8. Changanassery Kerala

9. Kodungallur

10. Muvattupuzha

11. Katni Murwara Madhya Pradesh

12. Satara Maharashtra

13. Pathankot Punjab

14. Kovilpatti Tamil Nadu

15. Pollachi

16. Jagtial Telangana

17. Kodad

29
1.5 GOVT & SOCIAL IMPACT ON JIO 5G DEPLOYMENT IN
INDIAN CITIES

1. Digital Inclusion : -
Jio 5G can bridge the digital divide by providing high-speed
internet access to remote and underserved areas, promoting social inclusion.
2. Economic Growth : -
The rollout of 5G by Jio can stimulate economic growth through increased
connectivity, enabling digital entrepreneurship, and innovation.
3. Job Creation : -
The expansion of 5G infrastructure will create job opportunities in the
telecommunications sector and related industries.
4. Foreign Investment : -
Jio 5G deployment can attract foreign investments and partnerships, enhancing
India's technological capabilities.
5. Government Revenue : -
The government can generate revenue through spectrum auctions and licensing fees
for Jio and other telecom operating 5G services.
6. Data Privacy and Security : -
Deployment of 5G necessitates robust data protection and cyber security measures to
safeguard sensitive information.
7. National Security : -
The government needs to ensure that 5G networks are secure and resilient against
cyber threats and espionage, given their critical importance.
8. Regulatory Framework : -
Government policies and regulations should be updated to support the deployment of
5G technology and its applications.

30
1.6 IMPACT OF JIO 5G IN TELECOMM INDUSTRY

1. Affordable Data Services : -

Jio disrupted the market by offering extremely
affordable data plans, making high-speed internet access accessible to millions of
Indians.
2. Data Consumption Surge : -
Jio's entry led to a significant increase in data
consumption as users started consuming more content online, including videos and
streaming services.
3. Forced Rival ce Reduction : -
P i
To compete with Jio, existing telecom operators had to slash their data and call rates,
benefiting consumers.
4. Market Consolidation : -
The industry saw consolidation as smaller telecom operators struggled to compete,
leading to mergers and acquisitions.
5. 4G Revolution : -
Jio's nationwide 4G network rollout pushed other operators to invest in 4G
technology, accelerating the digital transition in India.
6. Digital Inclusion : -
Jio's affordable services helped bridge the digital divide, bringing internet access to
rural and underserved areas.
7. Increased Smartphone Adoption : -
The availability of cheap data plans led to a surge in smartphone sales, with more
Indians accessing the internet via mobile devices.
8. Job Creation : -
Jio's rapid expansion created employment opportunities in the telecom and retail
sectors, stimulating economic growth.
9. E-commerce Boom : -
Jio's digital ecosystem, including Jio Mart, boosted the e- commerce industry,
increasing competition with global players.
10. IoT and Smart Cities : -
Jio's focus on IoT and smart city solutions contributed to the development of a
digital infrastructure in India.
11. Telecom Investment : -
Jio's aggressive expansion encouraged other telecom companies to invest in
improving their networks and services.

31
1.7 FEATURES OF JIO 5G NETWORK :
1. High-Speed Internet : -
Jio's 5G services are expected to provide significantly
faster internet speeds compared to 4G, enabling rapid data downloads and
ultra-responsive applications.
2. Low Latency : -
5G technology's low latency will make real-time applications, such as online
gaming and augmented reality, much more efficient and enjoyable.
3. Improved Video Streaming : -
Users can expect 4K and even 8K video streaming with minimal buffering
and high-quality content.
4. IoT Connectivity : -
Jio's 5G network will support a vast number of IoT devices, allowing for
smart home automation, industrial IoT, and more.
5. Massive MIMO : -
The use of Massive Multiple-Input, Multiple-Output (MIMO) technology will
enhance network capacity and coverage.
6. Beamforming : -
Beamforming technology will focus the signal in specific directions,
optimizing network efficiency and reducing interference.
7. Network Slicing : -
Jio may offer network slicing to customize services for various use cases,
such as enhanced mobile broadband, ultra-reliable low- latency
communication, and massive machine-type communication.
8. Fixed Wireless Access : -
5G may be used to provide high-speed broadband services to homes and
businesses as an alternative to traditional wired connections.

32
1.8 COMPETITORS OF RELIANCE JIO

1. RELIANCE JIO (41.7%) :-

Reliance jio held the highest share of subscribers, at around percent, in the wireless
network market across India as on November 2023. The company had over 424.5
million subscribers during the same time period.

2. BHARTI AIRTEL (32.74%) : -

Bharti Airtel is one of the largest telecom operators in India and offers a wide range
of 4G and 3G services, along with a strong presence in the broadband and DTH
segments.

3. VODAFONE - IDEA (19.92%) : -

Vodafone Idea, a merger between Vodafone India and Idea Cellular, is another major
player in the Indian telecom sector, providing both 4G and 2G services.

4. BSNL (9.07%) : -
BSNL is a government-owned telecom operator that offers mobile, landline, and
broadband services across India.

5. TATA TELE- SERVICES : -

Tata Teleservices operates under the Tata Docomo brand and offers mobile and
broadband services to consumers and enterprises.

6. AIRCEL (7.8%) : -
Aircel, although it faced financial troubles in the past, is still present in the Indian
market and provides mobile services in several regions.

7. MTNL (0.245%) : -
MTNL is another government-owned operator, primarily serving the metropolitan
areas of Delhi and Mumbai with mobile and landline services

33
1.9 FUTURE PROSPECTS OF RELIANCE JIO NETWORK

1. 5G Rollout :-
Jio is well-positioned to lead the 5G revolution in India, offering
faster and more reliable connectivity, which can power emerging technologies like IoT
and AR/VR.
2. IoT Expansion:-
Jio can leverage its network for the Internet of Things (IoT)
applications, including smart cities, agriculture, and industrial automation.
3. Digital Services:
Expanding its digital services portfolio through Jio Platforms, including e-commerce,
health tech, and education, offering a broader ecosystem to consumers.
4. Smartphone Manufacturing:-
Reliance has invested in smartphone manufacturing, aiming to provide affordable 4G
and 5G devices, which can increase internet penetration in India.
5. International Expansion:-
Potential expansion into international markets to grow its subscriber base and diversify
its revenue streams.
6.Fiber Broadband:-
Jio Fiber aims to offer high-speed broadband services, including Giga-Fiber, which can
disrupt the home broadband market.
7. Digital Payments:-
Jio can further develop its digital payment platform, Jio Money, capitalizing on the
growing trend towards digital transactions.
8.Content Streaming:-
Continue investing in content streaming services like Jio TV and Jio Cinema, offering
more exclusive content to attract and retain subscribers.
9. Partnerships:-
Collaborate with global tech giants and other companies to enhance its digital services
and expand its user base.
10. Green Initiatives:-
Focus on sustainability and eco-friendly practices in network infrastructure to reduce
the carbon footprint.
11.Rural Connectivity:-
Extend its reach into rural areas to tap into previously untapped markets and bridge
the digital divide.
12. Edge Computing:-
Utilize edge computing to reduce latency for services like gaming and real-time data
processing, enhancing user experiences.
34
1.10 SWOT ANALYSIS OF RELIANCE JIO : -
STRENGTHS : -

1. Robust 4G Network : -

Jio has established a robust and widespread 4G network, which serves as a strong
foundation for transitioning to 5G technology.

2. Early 5G Prepared : -

Jio has been actively preparing for 5G technology, ensuring it remains at the forefront
of the industry's evolution.

3. Spectrum Holdings : -

Jio possesses a significant amount of spectrum, which can be efficiently utilized for 4G
and 5G services, ensuring network capacity and quality.
4. Massive Subscriber Base : -

Jio's large customer base provides a ready market for 5G services, facilitating rapid
adoption when 5G is rolled out.

5.Investment in Fiber Infrastructure : -

The company has invested in an extensive fiber optic network, which is crucial for 5G
connectivity, as it relies on fiber backhaul for optimal performance.

WEAKNESS : -

1. Infrastructure Costs:
Building and upgrading the infrastructure for 5G can be a significant financial burden,
and Jio may face challenges in managing these costs effectively.

2. Network Integration:

Transitioning from 4G to 5G while maintaining service quality and continuity can be

technically challenging, requiring seamless integration of network components.

3. Spectrum Availability:

Spectrum allocation and availability for 5G in India can be a regulatory challenge,

impacting the speed at which 5G can be rolled out.

35
4. Device Ecosystem:

The adoption of 5G relies on a robust ecosystem of compatible devices, and ensuring

widespread availability of 5G-capable smartphones can be a challenge.

5. Security Concerns:

As with any new technology, 5G introduces security concerns that need to be

addressed effectively, both for network integrity and user privacy.

OPPORTUNITIES :-

1. 5G Leadership : -
Jio has an opportunity to lead the 5G revolution in India, providing faster
and more reliable connectivity, which can drive the adoption of emerging
technologies like IoT and AR/VR.
2. IoT Expansion : -
The growth of the Internet of Things (IoT) presents a significant opportunity for Jio to
provide connectivity and solutions for smart cities, agriculture, industrial automation,
and more.
3. Digital Services : -
Jio can expand its digital services portfolio through Jio Platforms, including e-
commerce, health tech, and education, offering a broader ecosystem to consumers.
4. Affordable 5G Devices : -
By investing in smartphone manufacturing, Jio can offer affordable 5G devices, further
increasing internet penetration in India and driving data consumption.
5. International Expansion : -
Jio can explore opportunities for international expansion, leveraging its expertise in
5G technology and digital services to tap into global markets.

36
THREATS : -

1. Intense Competition:
Rival telecom operators like Bharti Airtel and Vodafone Idea continue
to compete aggressively, potentially affecting market share and pricing strategies.

2. Regulatory Challenges:
The evolving regulatory landscape in the telecom and digital
sectors can lead to uncertainties and challenges, impacting Jio's operations and
pricing strategies.

3. Global Tech Giants:

Companies like Amazon, Google, and Facebook are expanding their presence in India,
increasing competition in the digital services space.

4. Customer Churn:
In the highly competitive market, customer churn is a risk if Jio cannot maintain its
service quality or pricing advantages.

5. Security Concerns:
As digital services grow, concerns related to data privacy and security
may pose reputational and regulatory risks.

37
1.11 FACTORS AFFECTING CUSTOMER SATISFACTION :-
1.Network Quality :
The reliability and strength of the 4G and 5G network signal
significantly impact customer satisfaction. Consistent, high-speed connectivity is
essential.

2.Data Speed:
The speed at which data is delivered for streaming, downloads, and other online
activities plays a crucial role in satisfaction. Faster speeds enhance the user
experience.

3.Call Quality:
Clear, uninterrupted voice calls are essential for customer satisfaction. Call drops and
poor call quality can lead to frustration.
4.Coverage Area:
The extent of network coverage affects satisfaction. Customers expect network access
in their homes, workplaces, and while traveling.
5.Latency:
Low latency is important, especially for online gaming and video conferencing. High
latency can lead to lag and disrupt real-time activities.

6.Pricing and Value for Money:

Affordable data plans and value-added services are essential. Customers need to feel
they are getting good value for the money spent.

7. Data Caps and Fair Usage Policies:

Data limits and policies related to data usage can impact satisfaction. Customers
should be aware of and understand these limitations.

8.Customer Service:
The quality of customer service, including responsiveness to queries and prompt issue
resolution, plays a significant role in customer satisfaction.

9.Service Outages:
Frequent service outages or downtimes can lead to dissatisfaction. Customers expect
consistent availability of services.

10.Network Congestion:
When networks are congested, data speeds can slow down. Managing network
congestion is crucial for customer satisfaction during peak usage times.

11.Billing and Payment Experience:

The billing process and payment options should be transparent, convenient, and
error-free to enhance satisfaction.

38
1.12 CHALLENGES OF 5G SERVICES IN INDIA
1. Spectrum Allocation : -
Allocating sufficient and appropriate spectrum for 5G is
a challenge, as it requires a mix of high, mid, and low-frequency bands.

2. Infrastructure Investment : -
Building the necessary 5G infrastructure, including cell towers, fibre networks, and
data center, is capital-intensive.

3. Regulatory Hurdles : -
Regulatory challenges, including pricing of spectrum, license fees, and policy
framework, can hinder 5G deployment.

4. Device Ecosystem : -
The availability of affordable 5G-compatible devices for mass adoption is essential,
and device costs can be a challenge.

5. Network Security : -
Ensuring the security of 5G networks, including protection against cyber threats and
data breaches, is a major concern.

6. Digital Divide : -
Bridging the digital divide is critical to ensuring that 5G benefits all sections of
society, not just urban areas.

7. Content and Services:

Developing and providing 5G-ready content and services to leverage the
technology's potential is a challenge for content providers and telecom companies.

8. Skilled Workforce:
Building a skilled workforce capable of deploying, maintaining, and managing 5G
networks is essential.

9. Environmental Impact:
5G infrastructure development must consider sustainability and environmental
impact, including power consumption and EMF emissions.

10. Right of Way Issues:

Obtaining right of way for laying fiber and infrastructure can be time-consuming and
challenging due to regulatory and local issues.

11. Interoperability:
Ensuring that various 5G networks and devices are interoperable is a complex task,
requiring industry-wide standards and collaboration.

39
 HAPTER

DATA

INTERPRETAT N

40
 Q1.

AGE GROUP 17 – 27 27 - 37 37 - 47 47 - 57 57 - 67
NO. OF 60% 15% 13% 7% 5%
RESPONDENTS
INTERPRETATION : -
MOST OF THE RESPONDENTS ARE IN AGE GROUP BETWEEN 17 – 27
15% OF RESPONDENTS ARE FROM 27 – 37 AGE GROUP
13% OF RESPONDENTS ARE FROM 37 – 47 AGE GROUP
7% OF RESPONDENTS ARE FROM 47 – 57 AGE GROUP
5% OF RESPONDENTS ARE FROM 47 – 57 AGE GROUP
Q2.

GENDER MALE FEMALE

NO. OF RESPONDENTS 53 47

41
 INTERPRETATION : -
 53% RESPONDENTS ARE MALE
 47% RESPONDENTS ARE FEMALE

Q3.

OCCUPATION BUSSINESSMAN PROFESSION STUDENT HOME SERVICE

MAKER
NO OF 25 5 54 9 8
RESPONDENTS
INTERPRETATION : -
54% RESPONDENTS ARE STUDENT
25% RESPONDENTS ARE BUSINESSMAN
9% RESPONDENTS ARE HOME MAKER
8% RESPONDENTS ARE SERVICE PROVIDERS
5% RESPONDENTS ARE IN PROFESSION

Q4.

42
MOBILE NETWORK RELAINCE JIO AIRTEL VI
NO.O OF 53 30 17
RESPONDENTS

INTERPRETATION : -
53% RESPONDENTS ARE USING RELAINCE JIO
30% RESPONDENTS ARE USING AIRTEL
17% RESPONDENTS ARE USING VODA-IDEA
Q5.

NETWORK 2G 3G 4G 5G
B.WIDTH
NO OF 0 1 62 37
RESPONDENTS
INTERPRETATION : -
0% RESPONDENTS ARE 2G USERS
1% RESPONDENTS ARE 3G USERS
62% RESPONDENTS ARE 4G USERS
37% RESPONDENTS ARE 5GB USERS
Q6.

43
 5G COMPATIBILITY YES NO PLAN TO BUY
NO. OF 47 38 15
RESPONDENTS
47% RESPONDENTS ARE USING 5G COMPATIBLE DEVICE
38% RESPONDENTS ARE USING NON 5G COMPATIBLE DEVICE
15% RESPONDENTS ARE PLAN TO BUY NEW 5G COMPATIBLE DEVICE
Q7.

JIO NETWORK JIO USERS NON-JIO USERS ALREADY USING JIO

NO OF 30 25 45
RESPONDENTS
INTERPRETATION : -
30% RESPONDNETS ARE USING JIO NETWORK
25% RESPONDNETS ARE USING OTHER NETWORK THAN JIO
45% RESPONDENTS ARE USING JIO INITAIALLY
Q8.

44
 ADVERTISING SOCIAL MEDIA NEWS ADVERTISEMENTS WORD OF
CHANNEL MOUTH
NO. OF 35 11 33 21
RESPONDNETS
INTERPRETATION : -
35% RESPONDNETS ARE INFLUENCED BY SOCIAL MEDIA
33% RESPONDENTS ARE INFLUENCED BY ADVERTISEMENTS
21% RESPONDENTS ARE INFLIUENCED BY WOD OF MOUTH
11% RESPONDENTS ARE INFLUENCED BY NEWS
Q9.

EXTRA YES NO NOT SURE PREFER NO TO

CHARGES SAY
NO OF 24 41 29 6
RESPONDENTS
INTERPRETATION : -
41% RESPONDENTS ARE NOT READY TO PAY EXTRA FOR JIO 5G SERVICES
29% RESPONDENTS ARE NOT SURE TO PAY EXTRA FOR JIO 5G SERVICES
24% RESPONDENTS ARE READY TO PAY EXTRA FOR JIO 5G SERVICES
41% RESPONDENTS ARE CLUELESS
Q10.

45
 CURRENT GOOD BETTER BAD WORST
NETWORK
SPEED
NO OF 60 27 12 1
RESPDTS.
INTERPRETATION : -
60% RESPONDENTS ARE RATED AS GOOD NETWORK
27% RESPONDENTS ARE RATED AS BETTER NETWORK
12% RESPONDENTS ARE RATED AS BAD NETWORK
01% RESPONDENTS ARE RATED WORST NETWORK
Q11.

MONTHLY DATA 10GB 20GB 30GB 40GB

USAGE
NO OF RSPDTS. 16 15 37 32
INTERPRETATION : -
16% RESPONDENTS ARE USING 10GB MONTHLY
15% RESPONDENTS ARE USING 20GB MONTHLY
37% RESPONDENTS ARE USING 30GB MONTHLY
32% RESPONDENTS ARE USING 40GB MONTHLY
Q12.

46
 GOOD RESLTN. ALWAYS SOMETIMES RARELY NEVER
WITHOUT
BUFFERING
NO OF 40 48 10 2
RESPONDENTS
INTERPRETATION : -
40% RESPONDENTS SAYS THAT THEIR NETWORK PRIOVIDES GOOD RESOLUTION WITHOUT
BUFFERING
48% RESPONDENTS SAYS THAT THEIR NETWORK PRIOVIDES GOOD RESOLUTION WITHOUT
BUFFERING SOMETIMES NOT ALWAYS
10% RESPONDENTS SAYS THAT THEIR NETWORK RARELY PRIOVIDES GOOD RESOLUTION
WITHOUT BUFFERING
02% RESPONDENTS SAYS THAT THEIR NETWORK NEVER PRIOVIDES GOOD RESOLUTION
WITHOUT BUFFERING
Q13.

UNLMTED VOICE CALLS YES NO

NO OF RESPONDENTS 86 14
INTERPRETATION :-
86% RESPONDENTS SAID THEIR NETWORK PROVIDE UNLIMITED VOICE CALLS
14% RESPONDENTS SAID THEIR NETWORK DON”T PROVIDE UNLIMITED VOICE CALLS
Q14.

47
 SATISFACTION VERY SATISFIED SATISFIED NEUTRAL DISSATISFIED
NO. OF 33 42 21 4
RSPNDTS
INTERPRETATION : -
33% RESPONDENTS ARE FULLY SATISFIED WITH CURRENT SERVICE PROVIDER
42% RESPONDNETS ARE SATISFIED WITH THE CURRENT SERVICE PROVIDER
21% RESPONDNETS ARE NEUTRAL WITH THE CURRENT SERVICE PROVIDER
4% RESPONDNETS ARE DISSATISFOIED WITH THE CURRENT SERVICE PROVIDER
Q15.

JIO 5G SERVICE VERY EXCITED EXCITED NEUTRAL NO EXCITED

NO OF RSPDTS 36 31 29 4
INTERPRETATION : -
36% RESPONDENTS ARE FULL EXCITED ABOUT LATEST NEW JIO 5G SERVICES
31% RESPONDENTS ARE EXCITED ABOUT LATEST NEW JIO 5G SERVICES
29% RESPONDENTS ARE NEUTRAL ABOUT LATEST NEW JIO 5G SERVICES
04% RESPONDENTS ARE NOT EXCITED ABOUT LATEST NEW JIO 5G SERVICES
Q16.

48
 SPEED IMPORTANCY 54 37 9
NO OF RESPNDTS EXTREMELY IMPORTANT NOT IMPORTANT
IMPORTANT
INTERPRETATION : -
FOR 54% RESPONDENTS, NETWORK SPEED IS EXTREMELY IMPORTANT
FOR 37% RESPONDENTS, NETWORK SPEED IS IMPORTANT
FOR 09% RESPONDENTS, NETWORK SPEED IS NOT IMPORTANT
Q17.

RATING OF 1 2 3 4
NETWORKS
NO OF RESPDTS 27 41 23 9
INTERPRETATION : -
(MOST OF THE RESPONDENTS ARE SATISFIED WITH THEIR NETWORK SERVICE)
Q18.

49
EXPECTATIONS FAST INT IMP. FAST AR\VR ALL
SPEED CONNECT. IN BROWSE & OPTIONS
R&R AREAS GAME
SPEED
NO OF 27 8 7 3 55
RSPNDTS
INTERPRETATION : -
27% RESPONDNETS EXPECTS FAST INTERNET SPEED FROM JIO 5G
08% RESPONDNETS EXPECTS TO IMPROVE CONNECTIVITY IN RURAL & REMOTE AREAS
FROM JIO 5G
07% RESPONDNETS EXPECTS FAST BROWSING & GAMING SPEED FROM JIO 5G
03% RESPONDNETS EXPECTS NEW INNOVATIVE AR\VR FEAUTRES FROM JIO 5G
55% RESPONDNETS EXPECTS ALL ABOVE FEATURES FROM JIO 5G

50
51
 CONCLUSION
In conclusion, this research paper aimed to explore consumer behaviour regarding
4G and 5G services. Through the analysis of data collected from surveys and
interviews, several key findings have emerged. Consumers exhibited a high level of
awareness of the benefits associated
with 4G and 5G technologies, including faster data speeds, improved connectivity.
Usage patterns indicated a growing reliance on these services for a variety of
activities.
Attitudes and beliefs towards 4G and 5G services were generally positive, with
expectations of enhanced user experiences and improved productivity. However,
concerns related to costs, network coverage were identified as potential barriers to
widespread adoption.
 High Level of Customer Satisfaction : The survey revealed that a significant
majority of customers expressed high levels of satisfaction with Reliance Jio
services.Customers praised the affordability of plans, high-speed internet
connectivity, and reliable network coverage.
 Value for Money : Customers cited the competitive pricing and generous
dataallowances offered by Reliance Jio as a key factor in their satisfaction.
The
 affordability of plans, combined with the quality of services provided, was
seen as asignificant value for money proposition.
 Digital Services and Offerings : Customers expressed satisfaction with the
rangeof digital services and offerings provided by Reliance Jio, including Jio
Cinema, Jio TV, and Jio Saavan. These services were seen as valuable
additions, enhancing the
 overall customer experience and providing entertainment options on-the-go.

 Customer Support and Assistance : The survey indicated that

customers hadpositive experiences with Reliance Jio's customer support.
Prompt resolution of
 issues, helpful assistance, and responsiveness were highlighted as strengths of
thecompany's customer service.

 Expectations for Continuous Improvement : While overall satisfaction was

high,customers expressed certain expectations for further improvement.
These included enhanced network capacity during peak hours.
52
 RECCOMENDATIONS
Firstly, service providers should prioritize expanding network coverage and
improving the reliability of 5G services to alleviate consumer concerns. Transparent
communication and education campaigns can help build trust and alleviate anxieties
related to data security and privacy.
Furthermore, pricing strategies and plans should be designed to provide perceived
value for money, taking into account different consumer segments. Tailored
marketing campaigns highlighting specific use cases and benefits of 5G can create
awareness and drive adoption. Collaboration between service providers, device
manufacturers, and content creators can foster the development of innovative
applications that leverage the full potential of 4G and 5G technologies.

 Improve network quality and coverage: Address any concerns or issues related
to network quality, coverage, and signal strength that were highlighted by the
respondents. Invest in infrastructure and technology upgrades to ensure a
reliableand seamless network experience for customers across different locations.

 Enhance customer support services: Focus on improving the responsiveness and

effectiveness of customer support channels. Train customer support
representativesto handle customer inquiries and complaints promptly and
efficiently. Implement mechanisms to track customer issues and ensure timely
resolutions.
 Personalize customer experience: Utilize the survey data to understand customer
preferences, usage patterns, and expectations. Leverage this information to offer
 personalized recommendations, customized plans, and targeted promotions to
enhance the overall customer experience.
 Customer engagement and loyalty programs: Develop customer engagement
initiatives, loyalty programs, and rewards to incentivize and retain customers. Offer
special promotions, discounts, or exclusive benefits to enhance customer loyalty
andcreate a positive brand perception.

53
 BIBLIOGRAPHY

1. https://en.wikipedia.org/wiki/Jio
2. https://www.jio.com/jcms/en-in/know-more-about-jio/
3. https://www.ril.com/OurBusinesses/Jio.aspx
4. https://www.statista.com/topics/8810/reliance-
jio/#topicOverview
5. https://www.ibef.org/industry/telecommunications/show
case/reliance-jio-infocomm
6. https://telecom.economictimes.indiatimes.com/tag/jio
7. https://coai.com/reliance-jio-infocomm-limited
8. https://selectra.in/mobile/operators/jio

54
 ANNEXURE
Q1. NAME
Q2. EMAIL
Q3. AGE
Q4. GENDER
 MALE
 FEMALE
Q5. OCCUPATION
 BUSINESSMAN
 PROFESSION
 STUDENT
 HOMEMAKER
 SERVICE
Q6. WHAT IS YOUR CURRENT MOBILE NETWORK
 RELAINCE JIO
 AIRTEL
 VODA-IDEA
 OTHERS
Q7. WHAT IS YOUR CURRENT NETWORK BANDWIDTH
 2G
 3G
 4G
 5G

55
Q8. DO YOU CURRENTLY OWN A 5G COMPATIBLE DEVICE
 YES
 NO
 PLANNING TO BUY NEW 5G MODEL
Q9. IF CURRENTLY USING SERVICES OF ANOTHER SERVICE PROVIDER, WOULD YOU LIKE TO
SWITCH TO JIO
 YES
 NO
 ALREADY USING JIO
Q10. HOW YOU LEARN ABOUT JIO 4G\5G CONVENTION IN INDIA
 SOCIAL MEDIA
 NEWS CHANNEL\NEWSPAPER
 ADVERTISEMENTS
 WORD OF MOUTH
Q11. ARE YOU WILLING TO PAY EXTRA FOR JIO 5G SERVICES IN INDIA
 YES
 NO
 NOT SURE
 PREFER NOT TO SAY
Q12. HOW WILL YOU RATE YOUR EXPERIENCE WITH YOUR CURRENT NETWORK SPEED
 GOOD
 BETTER
 BAD
 WORST
Q13. WHAT IS YOUR AVERAGE MONTHLY DATA USAGE
 10 GB
 20 GB
 30 GB
 40 GB
Q14. DOES YOUR NETWORK PROVIDE GOOD VIDEO RESOLUTION WITHOUT BUFFERING
 ALWAYS
 SOMETIMES
 RARELY
 NEVER

56
Q15. DOES YOUR SERVICE PROVIDER PROVIDES UNLIMITED VOICE CALLS
 YES
 NO
Q16. HOW MUCH ARE YOU SATISFIED WITH CURRENT SERVICE PROVIDER
 VERY SATISFIED
 SATISFIED
 NEUTRAL
 DISSATISFIED
Q17. ARE YOU EXCITED ABOUT LATEST JIO 5G SERVICES
 VERY EXCITED
 EXCITED
 NEUTRAL
 NOT EXCITED
Q18. HOW HIGH INTERNET SPEED IS IMPORTANT FOR YOU IN DAILY LIFE
 EXTREMELY IMPORTANT
 IMPORTANT
 NOT IMPORTANT
Q19. RATE YOUR NETWORK SERVICE
 1 (VERY GOOD)
 2
 3
 4 (VERY BAD)
Q20. WHAT ARE YOUR EXPECTATIONS FROM JIO 5G SERVICES
 FAST INTERNET SPEED
 IMPROVED CONNECTIVITY IN REMOTE & RURAL AREAS
 FASTER BROWSING & GAMING SPEED
 AR\VR FEATURES
 ALL OF THE ABOVE

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