A PROJECT REPORT

ON

“A STUDY ON CONSUMER SATISFACTION TOWARDS RELIANCE

JIO IN KANPUR CITY”
SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR
THE AWARD OF THE DEGREE OF

BACHELOR OF BUSINESS ADMINISTRATION

SESSION: 2022-23

NAME OF SUPERVISOR- MS. PRERNA TRIPATHI NAME OF STUDENT- PRANAV MALHOTRA

DESIGNATION- ASST. PROFESSOR ROLL NO.- 0504288

BATCH – BBA VI SEM

(2020-2023)

JAGRAN COLLEGE OF ARTS SCIENCE AND COMMERCE

AFFILIATED TO

C.S.J.M UNIVERSITY, KANPUR

1
Page
 STUDENT’S DECLARATION

I, Pranav Malhotra student of B.B.A at Jagran College of

Arts, Science and Commerce, Kanpur hereby, declare that
the project work entitled “A study on consumer
satisfaction towards Reliance Jio in Kanpur City” is
compiled and submitted under the guidance of Ms. Prerna
Tripathi. This is my original work.

Whatever, information furnished in this project report is

true to best of my knowledge.

Name: Pranav
Malhotra
B.B.A. VI Semester.
Roll No. :- 0504288
2
Page
 ACKNOWLEDGEMENT

I would like to express my sincere, gratitude and regards to

the Principal Dr. Asmita Dubey for their constant
inspiration, supervision and invaluable guidance and
providing me the infrastructural facilities like Library and
Computer Laboratory, during the preparation of the
project.
I would also like to extend my sincere gratitude to all my
faculty members and specially Ms. Prerna Tripathi
respectively for giving their valuable suggestions.
With regards

Signature of Student
3
Page
ABSTRACT/PREFACE

Reliance Jio Infocomm Limited (Commonly called RJIL) is an Indian Internet access

(commonly called “Broadband”) and telecommunications company headquartered in

Mumbai India’s largest private sector company, is the first telecom operator to hold pan

India Unified License. Reliance Jio is setting up a pan India telecom infrastructure to

provide fourth generation LTE TDD high speed wireless internet and mobile

communication services which is then launched in June 2015. Reliance Jio was founded

in 2010 by Ambani. Reliance Jio offers mobile telephony and wireless broadband. Parent

company of Reliance Jio is Reliance Industries and its subsidiary is LYF. Reliance Jio

shares spectrum with Reliance Communications. The sharing deal is for 800 MHz band

across seven circles other than 10 circles for which Jio already owns. In September 2016,

Jio signed a pact with BSNL for intra-circle roaming which would enable users of the

operators to use each other’s 4G and 2G spectrum in national roaming mode. Reliance Jio

with its distinctive features which it offers to the public has created sort of monopoly in

the Telecommunication sector in the Indian market. Hence this project is all about

studying Reliance Jio and the consumer behavior towards its products and services

offered to them. The main objective of this project is to study the awareness of Reliance

Jio amongst the customers compared to other telecom service providers. The satisfaction

of customers is very important and with various products and services offered by the

company its customers seem to be meaningless if it’s not beneficiary to the customer

from their end, so the second objective of this research is to study the customer

satisfaction level of customers towards Reliance Jio and its services. To achieve success

in long run a company needs a thorough study of its SWOT analysis (Strength, Weakness,

Opportunities, and Threats). So the third objective of this research is to find the market
4
Page

potential and market penetration of Reliance Jio products and services.

To study the objectives discussed two types of sources were used to collect the data: -

Primary and Secondary data. Primary data is also called as „First-hand data‟ or „Raw

data‟. The primary data primarily means the unfiltered raw data collected by the

researcher in the research process. In this project for the primary data a sample of 50

people were surveyed. This research was Exploratory Research Design. The research

conducted to get more insight into the problem and understand its nature or to create new

ideas or various possible solutions is called “EXPLORATORY RESEARCH”. The

method of sampling was “SIMPLE RANDOM SAMPLING”. This is primary probability

sampling design which gives each element each chance of being included in the desired

size, equally likely, selects a simple random sample. The secondary data was collected

from internet.

The findings of the research indicate that majority population today relies of Reliance Jio

for communicating with each other. Even though they use other telecom companies such

as Airtel, Vodafone, or Idea but still they use a Jio sim card. Also, we get to know that in

the sample unit, Jio holds maximum customers compared to other telecom companies.

Since Jio is new to the telecom market compared to the other companies‟, it faces some

frequent complaints such a poor network at times and poor reach in the remote corners of

the country.

The biggest limitation of this research was the sample size. Since the sample unit was

only limited to 50 people, the answer to the question as to A STUDY ON CONSUMER

SATISFACTION TOWARDS RELIANCE JIO? is only limited with the perspective if

this 50 people. Since the behavior of people is unpredictable, lack of accuracy of data

becomes the second limitation. The third limitation was problem being faced in getting

the cooperation of the customers the fourth limitation is that this project is based purely
5
Page

on respondents‟ response. And the fifth limitation was the time span of study.
From the details, it can have concluded that majority of people preferred RELIANCE JIO

and are fully satisfied with it. Also, good number of people are willing to switch from

their subscribers showed interest in RELIANCE JIO. RELIANCE JIO capturing the wide

area of Indian market increasingly day by day. Hence, these statistics imply a bright

future for the company. It can be said soon; the company will be booming in the telecom

industry.

6
Page
 INDEX

S.no Topic Page no.

1 Introduction of Honda

2 Literature Review

3 Research Methodology
A-Objective of the study
B-Hypothesis of the study.
C-Population
D-Sampling unit
E-Sampling size
F-Sampling procedure
G-Data collection
H-Statistical tool

4 Data Analysis

5 Research Finding

6 Suggestions

7 Conclusion

8 Limitation

9 Annexure
(Questionnaire)
10 Bibliography
7
Page
INTRODUCTION

8
Page
INDUSTRY PROFILE:-

PRODUCTS AND SERVICES

MOBILE BROADBAND

In September 2016, the company began its 4G broadband services across India. It was
supposed to be released in December 2015, however according to some accounts, the
company was waiting for final government permits. Jio provides fourth-generation (4G)
broadband and telephony services, as well as ancillary services such as instant messaging
and streaming movies and music.

JIO FIBER

Jio began testing a new triple play fiber to the home service known tentatively as Jio Giga
Fiber in August 2018, which included broadband internet with rates ranging from 100 to
1000 Mbit/s, as well as television and landline telephone services.

In August 2019, it was reported that the service would formally launch as Jio Fiber on
September 5, 2019, to commemorate the company's third anniversary. Jio has announced
plans to offer qualifying Jio Fiber members streaming of movies that are still in theatres
("First Day First Show").

In 2015, the firm had a network of more than 250,000 km (160,000 mi) of fiber

optic cables in the country, which it will use in collaboration with local cable providers
to provide broader connection for its internet services.

Jio Business

In March 2021, the company has launched connectivity solutions for businesses bundled
with services provided by Jio Platforms, Reliance Retail and Office 365.
9
Page
Jio Branded Devices

LYF smartphones

An image of LYF Water 2 phone with IPS display.

In June 2015, Jio entered into an agreement with domestic handset maker Intex to supply
4G handsets capable of voice over LTE (VoLTE).However, in October 2015, Jio
announced that it would be launching its own mobile handset brand named LYF.

On 25 January 2016, the company launched its LYF smartphone series starting with
Water 1, through its chain of electronic retail outlets, Reliance Retail. Three more handset
models have been released so far, namely Water 2, Earth 1, and Flame 1.

10

Illustration of a Jio Phone

Page
Jio Phone is a line of feature phones marketed by Jio. The first model, released in August
2017 (with public pre-orders beginning 24 August 2017), was positioned as an
"affordable" LTE-compatible feature phone. It runs the Kai OS platform (derived from
the defunct Firefox OS), and includes a 2.4-inch display, a dual-core processor, 4 GB of
internal storage, near-field communication support, a suite of Jio-branded apps (including
the voice assistant Hello Jio), and a Jio-branded application store. It also supports a "TV
cable" accessory for output to an external display.

In July 2018, the company unveiled the JioPhone 2, an updated model in a keyboard bar
form factor with a QWERTY keyboard and horizontal display. Jio also announced that
Facebook, WhatsApp, and YouTube apps would become available for the two phones.

Jio net Wi-Fi

Prior to its pan-India launch of 4G data and telephony services, the firm has started
providing free Wi-Fi hotspot services in cities throughout India including Surat,
Ahmedabad in Gujarat, and Visakhapatnam in Andhra Pradesh, Indore, Jabalpur, Dewas
and Ujjain in Madhya Pradesh, select locations of Mumbai in Maharashtra, Kolkata in
West Bengal, Lucknow in Uttar Pradesh, Bhubaneswar in Odisha, Mussoorie in
Uttarakhand, Collectorate's Office in Meerut, and at MG Road in Vijayawada among
others.

In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket
stadiums hosting the 2016 ICC World Twenty20 matches.

Jio Phone Next

On 24 June 2021, Mukesh Ambani announced the launch of Jio Phone Next. It is a fully-
featured Android smartphone co-developed with Google as part of its long-term
partnership. The budget smartphone was launched in India on 4 November 2021.

The Jio Phone Next will be run by the indigenously built Pragati OS based on Android
Go Operating System. This phone is classified as an entry-level phone and is aimed at
replacing feature phones and providing basic smartphone services efficiently at low
11

specifications.
Page
JIO APPS
In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its
upcoming 4G services. While the apps are available to download for everyone, a user will
require a Jio SIM card to use them. Additionally, most of the apps are in the beta phase.
Notable apps include:

Jio Pages – a web browser for Android devices

Jio Chat – instant messaging app

Jio Cinema – online HD video library

Jio Cloud – cloud-based backup tool

Jio Health – health services app

Jio News – e-reader for news

Jio Meet – video-conferencing platform

Jio Money – online payments/wallet app

Jio Saavn – for online and offline music streaming in English and Indian languages

Jio Security – security app

Jio TV – TV Channels streaming service

Jio Voice – VoLTE phone simulator

My Jio – manage Jio account and digital services associated with it.

Jio Mart - Online shopping app

12
Page
CONTROVERSIES

ISSUES WITH INCUMBENTS

The Telecom Regulatory Authority of India (TRAI) called Jio and the country's current
telecom carriers, including Airtel, Vodafone, and Idea Cellular, to a meeting in September
2016 to examine a problem involving connectivity between the operators. This followed
Jio's complaint to TRAI and the Department of Telecom (DoT) regarding other operators
failing to honour business agreements to allow Jio to use their network resources. The
company also stated that the operators are attempting to undermine its debut into the
telecom market. However, the DoT denied the proposal and instructed TRAI to assist in
resolving the dispute amicably. Furthermore, the Cellular Operators Association of India
(COAI) asked TRAI to involve all operators in the debate rather than just the three.

The incumbent operators had previously approached the country's PMO to reiterate their
stance that they "are under no obligation or in any position to entertain Jio's requests for
interconnection points because they lack either the network or the financial resources to
terminate the latter's humongous volumes of potentially asymmetric voice traffic."
Mukesh Ambani, Jio's owner, responded, saying, "Last week, all operators publicly stated
that they will supply this (interconnect and MNP). So, we're just waiting. These are all
excellent businesses. They must safeguard their own reputations. I am convinced they
will not break the law." Regarding number portability, he stated, "The consumer owns the
number. If an operator wishes to change operators, they must not cause any problems."
However, on 12 September 2016, Idea Cellular agreed to allow Jio to use 196 of its
interconnection access points.

SUBSCRIBER DATA BREACH

Jio's customer data was allegedly leaked on the website magicapk.com on July 10, 2017.
The website was taken down shortly after the breach was discovered.
13
Page
FARMERS BOYCOTT

Farmers across numerous states in northern India boycotted and destroyed Jio's towers
during the 2020-2021 Indian Farmers' Protest due to suspicions of Reliance Industries'
backing for controversial farm regulations in India. Jio accused rivals Airtel and
Vodafone of circulating rumours about "Reliance being an undue benefit in farm bills," a
claim both firms disputed. Between November and December 2020, the company lost
approximately 25 lakh (2.5 million) members in Punjab and Haryana.

BIRD DEATHS

In January 2021, several social media posts started circulating linking bird deaths to Jio's
5G network trials. The claims were found to be fake as 5G trials were not yet permitted.
The cause of the death of the birds is determined as due to an outbreak of bird flu.

ABOUT RELIANCE JIO AND ITS SERVICES

Type of Network: Jio is the only network which offers advanced 4G LTE technology on
all its sites. Jio is also the only network in the country which offers VoLTE technology
for voice calling on all of its sites.

Width of the Network/ Number of base stations: Jio has approximately 5.32 lakh 4G LTE
network base stations and covers more than 95% of India’s population. The number of
base stations clearly establish that Jio is the widest operator in terms of number of base
stations.

Quality of the Network/Speed: TRAI’s My Speed application, which is a crowd sourced

application testing speed of network and which does not engage with any operator on
commercial basis, has consistently reported Jio to be the fastest network operator, since
14

Jio’s commencement of services.

Page
Best Network ranking: Jio's contribution in bringing India at the forefront in global
ranking has been acknowledged by various officials and dignitaries including recent
statement at the Mobile World Congress (“MWC”), a prestigious and world renowned
industry platform involving participation of various operators across the world, where Jio
won 'Best Mobile Operator Service for consumers'.

“BEST ENTERTAINMENT”

Jio offers the best and the widest range of entertainment services as demonstrated below:

Exclusive Content

• Jio has been the only TSP to have produced original and exclusive content or
procured exclusive rights for Jio TV for its subscribers
• Content such as
1. Nidahas Trophy (India, Sri Lanka, Bangladesh Tri-series)
2. EFL (Carabao Cup) - Arsenal vs Man City finals
3. Live Events – Justin Beiber, Chain Smokers, Ed Sheeran
4. Exclusive rights to Pokemon Go in India

Exclusive Features

• KBC Play Along

• Jio Cricket Play Along
• Amitabh Bachchan on World’s First Artificial Intelligence based live video call
• 30 exclusive feeds for Nidahas trophy - 5 live camera angles and 6 languages
• Jio Screens exclusive partnership in India
15
Page
Jio Cinema – Movies and more:

• Lakhs of videos apart from 6,000+ Movies;

• Offers advertisement-free movies, TV shows, music, short clips and is comparable
with any other movie content application available on the internet, which does not
offer pirated or illegal content.
• Enables users to download and watch content offline.
• Delivers 1,00,000+ hours of HD content available in all screen sizes;
• Provides special features, including voice search, dock player, video quality/ bit-
rate selection, syncing across devices, pause-and-play, watch-list creation, etc.
• Delivers auto-play functionality when browsing TV shows.
• Delivers original content produced and hosted exclusively on Jio Cinema;
• Enables users to seamlessly access content from other platforms/channels,
including Eros Now, Alt Balaji, VB, etc.
• Compatible with third party casting services.

Jio TV – Television and more:

• Provides 575+ TV channels, including 60+ HD channels;

• Offers multilingual TV content spread across languages and genres;
• Enables Pause-and-play and live play features;
• Provides catch-up facility for up to 7 days in various TV channels;
• Provides special features, including reminder alerts, dock player, syncing across
devices, pause-and-play, etc.
• Allows users to share favorite programs on social network;
• Offers unique ability to lock-screen to enable disturbance-free viewing.
• Enables users to seamlessly access content from other platforms/channels,
including HOTSTAR, etc.
16
Page
Jio Music – Music and more:

• 14 million songs on Jio Music alone and 40 Mn songs on Jio Saavn

• Offers millions of HD songs spread across genres, moods, artists and languages;
• Offers a unique collection of Jio tunes to express user’s mood with his/her favorite
songs;
• Offers seamless connection with wearable, blue tooth, other devices;
• Has recently entered into a strategic partnership with SAAVN, another popular
online music platform having 40 million songs to offer a combined collection of
songs and musical content to users;
• Allows user to download and listen to offline music content without any download
charges;
• Allows creation of play-lists;
• Creates and provides radio content spread across languages, artists, moods and
genres;
• Provides more music content in more than 20 Indian languages and international
music.
• Allows users to share favorite musical content on social network;
• Enables the unique ability to tap-and-play/queue any content.

Jio Cloud – Storage and more:

• Free storage of up to 5GB of data.

• Allows the user to watch videos and listen to music files without any delay and
without downloading them to the device.
• Provides easy sharing and storing of files and folders in any smartphone or PC.
• Enables features such as automatic backup of files, simple access of files, folder
creation for organize such files, syncing contacts across devices etc.
• Keeps data safe by remotely logging out when user lose their device.
17
Page
Jio Xpress News – Local news and more:

• Provides customized reading experience in 10+ Indian languages, 15+ interest

areas and 500+ publications
• Enables users with features including live cricket scores, breaking news
notifications, monitor stock market etc.
• Users can access the advertisement free news offline in Xpress view mode
• Allows the user to save and share articles with their social circle.

Jio Newspaper – Newspaper and more:

• 250+ newspapers daily.

• Allows the user to read news from all leading dailies in more than 10 languages.
• Users can save newspapers, auto-download and find articles within the
newspapers to clip and save articles of their choice for future viewing.
• Enables users with features such as resume reading, easy navigation, tap and view
the reader screen etc.

Jio Mags – Magazines, Lifestyle and more:

• Enables users with features such as playing of videos, podcasts and presentations
along with the articles, sync downloaded magazines across all their devices, set
timers to download magazines, auto-delete button, voice search, save and share
their reads on social media.
• 5000+ magazines.
• Offers a vast library with premium and popular magazines and a wide choice in
regional content.
• Provides instant access to selected magazine articles and is convenient to read on
any screen size.
• Allows user to highlight, underline, bookmark or let the app read out articles in
offline mode.
18
Page
Jio Games – Gaming and more:

• Provides users with rich collection of games across genres.

• Allows the user to set and check top scores and get featured in the leader board.
• Jio Chat – Chatting, calling and more:
• Provides users with audio and video calling feature including audio and video
conference calls.
• Allows the user to create random doodles while chatting and other features of rich
communication services.
• Provides features such as group chatting, voice notes, ‘do not disturb’ mode,
sharing of files up to 100MB, 1000+ fun stickers etc.
• Provides various entertainment and infotainment related channels.
• Has recently conducted one of India’s largest play-along games on an application.

My Jio – Customer Experience and more:

• Offers a user-friendly and intuitive design for customer support and self-care.
• Allows user to check balance and validity of recharge plan, link and manage
multiple Jio accounts, install and access Jio Apps, buy, store and transfer
voucher(s) in digital format etc.
• It also provides an option for delivering Jio SIM to users at their doorstep.
• Extends help and support to users by providing FAQs, helpful tips and
troubleshooting features.
• Provides free entertainment and gaming content.
• Has recently conducted one of the largest play-along games on an application.
19
Page
JioHealthHub

• Book tests, consult doctors, manage your weight & much more.
• Access reports & securely share them with your doctor

In addition to the above applications and services, RJIL also facilitates provision of
various other applications, including Jio Switch (rapid media sharing), AJIO (fashion and
shopping), Jio Money (mobile wallets and loyalty points) and Jio Security (cyber
security) which complement and enable users to experience wholesome and fulfilling
entertainment, at all times.

Jio has attained multiple awards globally for content and apps. Attaching one list for the
month of February 2018 alone.

20
Page
COMPANY PROFILE :-
Reliance Jio Info comm Limited, also known as Jio, is an Indian telecommunications
company and a subsidiary of Jio Platforms based in Navi Mumbai, Maharashtra, India. It
runs a countrywide LTE network that covers all 22 telecom circles. Currently, Jio
provides 4G and 4G+ services throughout India, as well as 5G service in select cities. It is
developing 6G services.

Jio soft debuted on December 27, 2015, with a beta for partners and workers, then went
public on September 5, 2016. With around 42.62 crore (426.2 million) members, it is the
largest mobile network provider in India and the third largest mobile network operator in
the world.

Jio introduced a fiber-to-the-home service in September 2019, delivering residential

broadband, television, and telephone services. Reliance Industries has raised 1.65 lakh
crore (US$21 billion) as of September 2020 by selling roughly 33% of its stock

ABOUT OWNER
Mr. Mukesh D. Ambani is a Chemical Engineer who graduated from the Institute of
Chemical Technology in Mumbai (erstwhile the University Department of Chemical
Technology, University of Mumbai). He earned an MBA from Stanford University in the
United States. He has been on Reliance's Board of Directors since 1977. He started
Reliance's backward integration path, from textiles to polyester fibres, then
petrochemicals and petroleum refining, and finally oil and gas exploration and
production. He established a number of new world-class production facilities utilising a
variety of technologies, increasing Reliance's petrochemicals manufacturing capacity
from less than a million tonnes per year to around 21 million tonnes per year.

He oversaw the construction of the world's largest grassroots petroleum refinery in

Jamnagar, Gujarat, India, in the late 1990s, with a capacity of 660,000 barrels per day (33
million tonnes per year), and integrated it with petrochemicals, power generation, port,
and related infrastructure. In addition, he oversaw the construction of a second 580,000-
barrel-per-day refinery at Jamnagar. Jamnagar has become the world's refining centre,
with an aggregate refining capacity of 1.24 million barrels of oil per day at a single
21

location.
Page
He also led Reliance’ development of infrastructure facilities and implementation of a
pan-India organized retail network spanning multiple formats and supply chain
infrastructure. Today, Reliance Retail is the largest organised retail player in India. He
has created global records in customer acquisition for Jio, Reliance’ digital services
initiative. He led and established one of the world’s most expansive 4G broadband
wireless network offering end-to-end solutions that address the entire value chain across
various digital services in key domains of national interest, such as education, healthcare,
security, financial services, government-citizen interfaces, and entertainment.

Mr. Mukesh Ambani is a member of the World Economic Forum's Foundation Board. He
is a Foreign Member of the renowned National Academy of Engineering in the United
States. He is a member of Bank of America's Global Advisory Council. He is also a
member of The Brookings Institution's International Advisory Council.

Mr. Ambani is also a member of the following forums:

- Stanford Global Advisory Council

- McKinsey & Company International Advisory Council

- The Business Council

- Chairman of the Board of Governors, Pandit Deendayal Petroleum University in Gujarat

- India Advisory Group of the London School of Economics

- India Advisory Council of The British Asian Trust (as Chairman)

- Indo-U.S. CEOs’ Forum

- Board of Governors of the National Council of Applied Economic Research, India

22
Page
CHAIRMAN’S AWARDS

• 2021-

RIL Chairman Mukesh Ambani ranked among Top 5 World’s Most Famous, Most
Reputable CEOs in the global Brand Guardianship Index 2021 by Brand Finance

• 2021-

Tops India Today's High and Mighty Power List 2021 - "50 Power People"

• 2020-

Iconic Business Leader of the Decade Award, CNBC-TV18 India Business Leaders
Awards

• 2020-

RIL Chairman Mukesh Ambani on India Today's 'Power List 2020'

• 2019-

TIME 100 Most Influential People

• 2019-

Foreign Policy’s Top 100 Global Thinkers

• 2018-

Fortune – World’s 50 Greatest Leaders

• 2017-

Economic Times Business Leader of the Year

• 2017-

Only Indian to be featured on Forbes Global Game Changers List

• 2016-
23

Doctor of Philosophy (Honoris Causa) – Indian Institute of Technology, Roorkee

Page
 • 2016-

Foreign Member – US National Academy of Engineering

• 2016-

Othmer Gold Medal – Chemical Heritage Foundation, USA

• 2015-

Honorary Doctor of Science – Institute of Chemical Technology, Mumbai

• 2013-

‘Entrepreneur of the Decade’ – All-India Management Association

• 2013-

‘Global Challenger’ – Boston Consulting Group

• 2013-

One of ‘25 Greatest Global Living Legends’ – NDTV

• 2011-

One of ‘100 Most Influential People in the World’- TIME magazine

• 2010-

5th best performing CEO in the world - Harvard Business Review ranking of top 50
global CEOs

• 2010-

Businessman of the Year - Financial Chronicle

• 2010-

Business Leader of the Year - NDTV India

24
Page
 • 2010-

Global Leadership Award - Business Council for International Understanding

• 2010-

School of Engineering and Applied Science Dean's Medal - University of Pennsylvania

• 2000-

Ernst & Young Entrepreneur of the Year

JIO BRAND AMBASSADOR

Bollywood superstar Shah Rukh Khan will be the brand ambassador of billionaire
Mukesh Ambani's telecom venture Reliance Jio, which will launch the 4G services on
December 27

The company will, however, begin the commercial rollout of the service from March-
April and the Sunday's soft launch will be only for Reliance Industries' employees.

"I am their brand ambassador. Mukesh Bhai explained it to me. Actually its his children
25

who are doing it. All the three are very close to me," Khan said in an interview to ETV.
Page
Khan and musician AR Rahman will host the soft launch function of Reliance Jio
Infocom Ltd (RJIL) 4G service on December 27.

The film star added that Reliance Jio deferred the launch twice because it was looking to
improve the services.

"They deferred it twice, because they felt there is work still left in end use. 27th will be
soft launch and in March-April we will do more. So, I think Jio will be revolutionary, not
just for India. It will change things around world for India," Khan said. When contacted, a
Jio spokesperson said "Shah Rukh Khan is launching Jio on 27th December."

RIL chairman and managing director Mukesh Ambani in June had said that beta
programme (trials) of Reliance Jio "will be upgraded into commercial operations around
December of this (2015) year" and "financial year 2016-17 will be the first full year of
commercial operations for Jio.

Later in October, RIL said financial year "2016-17 is projected to be the first year of
commercial operations for RJIL." Khan in the interview said the new service will be a
game changer as it will increase speed and with speed, information and knowledge.

"We have only seen tip of the iceberg. It will lead to a lot of innovations. This will
increase speed. Speed will increase information, knowledge. It will be used at various
places, I think, from education to production to manufacturing. I am talking very
futuristic," Khan said.

Reliance Jio holds the highest amount of liberalized spectrum among telecom operators
that can be used for deploying any technology for mobile services.

It has a total of 751.1MHz spectrum across 800MHz, 1,800MHz and 2,300MHz bands.

According to field trials by brokerage firm Credit Suisse, download speed on 4G network
of Reliance Jio during beta-test peaked at 70Mbps but remained in 15-30Mbps range on
most occasions.

Khan was earlier the brand ambassador of Bharti Airtel. Telecom major Bharti Airtel's
founder and chairman Sunil Bharti Mittal had recently said that RJIL was using Airtel's
two icons, Khan and Rahman, for the soft launch.
26
Page
NETWORK
Jio owns spectrum in 850 MHz and 1,800 MHz bands in India's 22 circles, and also owns
pan-India licensed 2,300 MHz spectrum. The spectrum is valid until 2035. Jio also picked
up pan-India licenses in the 700 MHz, 3,500 MHz and 26 GHz spectrum bands in the
DoT's 2022 5G auction.

FD- FD- TD-

TD-LTE TD-NR
NR LTE FD-LTE NR
2300M 3500M
Telecom 700M 850M 1800M 26G
Hz Hz
circle coverage Hz Hz Hz Hz
Band Band
Band Band Band 3 Band
40 n78
n28 5 n258

Delhi

Mumbai

Kolkata

Andhra
Pradesh & Telanga
na

Gujarat

Karnataka

Maharashtra & Goa

27
Page
 FD- FD- TD-
TD-LTE TD-NR
NR LTE FD-LTE NR
2300M 3500M
Telecom 700M 850M 1800M 26G
Hz Hz
circle coverage Hz Hz Hz Hz
Band Band
Band Band Band 3 Band
40 n78
n28 5 n258

Tamil Nadu

Haryana

Kerala

Madhya
Pradesh & Chhattis
garh

Punjab

Rajasthan

Uttar Pradesh
(East)

Uttar Pradesh
(West)

West Bengal
28

Assam
Page
 FD- FD- TD-
TD-LTE TD-NR
NR LTE FD-LTE NR
2300M 3500M
Telecom 700M 850M 1800M 26G
Hz Hz
circle coverage Hz Hz Hz Hz
Band Band
Band Band Band 3 Band
40 n78
n28 5 n258

Bihar & Jharkhand

Himachal Pradesh

Jammu and
Kashmir & Ladakh

North East

Odisha

PARTNERSHIPS

Jio shares spectrum with Reliance Communications. The sharing deal is for 800 MHz
band across seven circles other than the 10 circles for which Jio already owns.

Sep 2014 – Acquired undisclosed stake in Air span Networks for US$5 million. Deploy
Air span's small cells throughout the network roll out phase.

Sep 2016 – Jio signed a pact with BSNL for intra-circle roaming which would enable
users of the operators to use each other's 4G and 2G spectrum in national roaming mode.

Feb 2017 – Jio announced a partnership with Samsung to work on LTE – Advanced Pro
29

and 5G.
Page

Feb 2017 – Partnered with Ciena to deploy transport SDN architecture.

Reliance Jio also partnered with several OSS (Operations Support Systems) & BSS
(Business Support System) companies for the deployment of services, like: SAP, HP,
IBM, Ericsson, Rancore, Estel Technologies, Subex and Intec Telecom Systems.
However, the finalized OSS firms were Ericsson, HP and Friendly Technologies.

Sep 2020 – Partners with Cisco Systems for 5G deployment.

Sep 2020 – Announces partnership with HFCL to deploy Fiber-optic communication to

support the rollout of FTTx services.

Oct 2022 - Contracts with Nokia & Ericsson for supplying standalone 5G network
equipment.

SUMMIT DIGITAL INFRASTRUCTURE

Summit Digital Infrastructure (formerly Reliance Jio Infratel Private Limited) manages
136,000 telecom installations. This division was sold to Tower Infrastructure Trust, a
subsidiary of Brookfield Asset Management, for Rs 25,215 crore (US$3.2 billion).

NEEDS AND SIGNIFICANCE OF THE STUDY

➢ To examine the quality of network.
➢ To determine whether the price has impact over the brand loyalty.
➢ To find out the impact of advertisement over the choice of network.
➢ To know the strategy and business policy of reliance Jio regarding customer
satisfaction.
➢ To find out proportion of population use reliance Jio network.
➢ To know about public awareness for network.
30
Page
REVIEW OF LITERATURE
On February 15 investment in Jio Platforms, 2007, Infotel Broadband Services Limited
was incorporated in Ambawadi, Ahmedabad, Gujarat (IBSL). Reliance Industries (RIL)
purchased a 95% share in IBSL in June 2010 for 4,800 crore (equivalent to 91 billion or
US$1.1 billion in 2020). Despite being unlisted, IBSL was the only business to win
broadband spectrum in all 22 circles in India during the 4G auction earlier that year.
Infotel Broadband Services Limited, which later became RIL's telecom business, was
renamed Reliance Jio Infocomm Limited (RJIL) in January 2013.

Jio said in June 2015 that it would begin operations throughout the country before the end
of 2015.

However, four months later, in October, the corporation postponed the debut to the first
quarter of the financial year 2016-2017.

Later, in July 2015, a PIL filed in the Supreme Court by an NGO called the Centre for
Public Interest Litigation, through Prashant Bhushan, contested the Government of India's
grant of a pan-India licence to Jio. The PIL further claimed that the company was allowed
to provide voice telephony alongside its 4G data service for a charge of only 165.8 crore
(US$21 million), which was arbitrary and unreasonable, and contributed to a loss of
2,284.2 crore (US$290 million) to the exchequer.

However, the Indian Department of Telecommunications (DoT) stated that the rules for
3G and BWA spectrum did not preclude BWA winners from delivering voice telephony.
As a result, the PIL was withdrawn and the claims were dropped.

Internally, the 4G services were released on December 27, 2015. On 5 September 2016,
the company commercially debuted its 4G services, offering free data and phone services
until 31 December, which was then extended until 31 March 2017. Jio claimed in the first
month that it had recruited 1.6 crore (16 million) members and had crossed the 5 crore
(50 million) subscriber threshold in 83 days from its introduction, eventually breaking the
100 million subscriber mark on 22 February 2017. It had approximately 13 crore (130
million) customers as of October 2017.

It began 5G services in Delhi, Mumbai, Kolkata, and Chennai on October 5, 2022.

31
Page
According to the data published in www.paulasset.com, Reliance Jio is good for Indian
market because it is giving quality service at a lower price. The data also presently
explains Jio’s data traffic is higher (TRAI data) compared to its competitors. Jio is also
threatening as it is expected it will kill more than 30 business within next 5 to 10 years,
according to Paul asset, Jio will acquire and will hold a major number of market share in
the same.

Jio has already started giving substitution at one place for TV, Mobile, Wallet, Drive etc.

According to information published bygadgetnet.ndtv.com, it is very difficult to compete

with Jio as they have invested 150,000 crores, rupee during 2010-2016for developing
infrastructure without amount and long period of time. Reliance is always ready to deal
with any such start-up which can threaten Jio existing competitors, as they are already
suffering from huge debt, so it’s not easy for them to invest such a huge amount in a short
time.

Nearly 25 million cell phones are using Jiosim cards, before its commercial launch Jio
made its commercial with easy data packs and lifetime free calling. Never in the history
of telecom has witnessed a player seize the market in a week’s time by distributing sim
cards with unlimited free internet.

According to an article published in themyvoice.opindia.com, analysts doubt the strategy

of Reliance by sitting with its scheme. Jio will attract low-quality customers who will
jump into other networks once the freebies end. But Jio does not believe so. It is offering
free 4G data which means it will occupy the primary Simplot in the4G phones. Also,
customers will shift to Jio from their WIFI or broadband service and possibly will stick to
it even after the promotion period ends. In addition to that, it is offering free calling, so it
is aware people will be using the number for calling for the next 3 months. Three months
is sufficient time for people to experience for super-fast data speed and the quality service
and permanently transfer to the network. Now we assume that Jio reaches 75% of planned
subscribers base. India’s total number of 4G users is believed to touch the mark of 143
million by this year end. So, with 3 months of its official launch, Jio would have acquired
more than 50% of market share. Even if any subscribers leave the service of Jio, still
Reliance will be left with significant market share. The analytical data shows, it has
32

captured maximum number of market share, within the shortest period. It can also be
Page

conducted that people who are having Jio service at present, among them 70-80% of users
are happy with the service. This number is high in the rural areas and lesser in the urban
areas. By the end of 2017, it is expected that there will be 30-40 crore subscribers or more
than that. The free app which is given today will no longer be free, later, the consumer
will be spending 6-10 thousand in a year. It will generate a huge revenue.

By 2017, end, Jio will cover 90% and by 2018 India will be covered by its infrastructure-
Ambani said.

33
Page
RESEARCH

METHODOLOGY

34
Page
 RESEARCH METHODOLOGY

Meaning- Research methodology is the specific procedure or techniques used to

identify, select, process and analyze information about a topic. In a research paper,
the methodology section allows the reader to critically evaluate a study’s overall
validity and reliability.

Research methodology is a way to systematically solve the research problem. It

may be understood as a science how research is done scientifically. In it we study
the various steps that are generally adopted by a researcher in studying his
research problem along with the logic behind it.

It includes: -

• Data to collect and what data to ignore?

• To collect it from?
• To collect it?
• To analyze it?

RESEARCH DESIGN

Research design refers to the framework pf market research methods and techniques that
are chosen by researcher. The design that is chosen by the researcher allows them to
utilize the methods that are suitable for the study and to setup their studies successfully in
the future as well.

The design of the research can be either qualitative, quantitative or mixed. Under these
research designs researcher can choose between types of research methods;

• Experimental Studies
• Surveys
• Correlational Studies of Quasi Experimental Review Studies.

These are also subtypes of research methods namely;

• Experimental designs
35

• Defining research problems

Page

• Descriptive studies
Research design also include the elements of:

• Data Collection
• Measurement of data with the respective tools
• The analysis of the data.

As a rule of thumb the research problem a company chooses to work on is the

determining factor of the design chosen by researcher.

36
Page
WHAT IS RESEARCH?

Research is defined as careful consideration of study regarding a particular

concern or problem using scientific methods. According to the American
sociologist Earl Robert Babbie, “research is a systematic inquiry to describe,
explain, predict and control the observed phenomenon. It involves inductive and
deductive methods.

WHY TO DO RESEARCH?

➢ For gathering information

➢ To improve our problem-solving skill
➢ For understanding the product and company
➢ To understand the problems
➢ To improve solutions of problems
➢ For developing knowledge in a field of study
➢ To identify new business opportunities.

SALIENT FEATURES OF A GOOD RESEARCH

The feature that a good research procedure must possess are: -

1. Should be in a systematic nature

2. Should be logical
3. Should be empirical and replicable in nature
4. Should be according to the plan
5. Research should be reductive
6. Research should be generative
7. The research should follow an integrated multidisciplinary approach
8. The research should be participatory involving all parties concern
37
Page
TYPES OF RESEARCH
Research methods are classified on different criteria. Some important research
methods are as follows:

i. QUANTITATIVE RESEARCH
As the name suggest quantitative research refers to the numbers where the
data is collected based on numbers and summary is taken from these
numbers. Graphs helps to quantify the results in quantitative research.

ii. QUALITATIVE RESEARCH

Qualitative research refers to the non-numerical elements in the research.
When the information or data cannot be grasped in terms of numbers,
qualitative research comes from the rescue. Though not reliable as much as
quantitative, qualitative research helps to form a better summary in terms
of theories in the data.
38
Page
 RESEARCH PROCESS

i. Identification of a research problem

ii. Formulation of hypothesis

iii. Review of related literature

iv. Preparation of research design

v. Actual experimentation

vi. Results and discussion

vii. Formulation of conclusion and recommendation

39
Page
➢ IDENTIFICATION OF A RESEARCH PROBLEM
Good research always starts with a good problem. You can observe people
or things, visit places, read, print material or consult experts or find
research problem that is right for you. It is important because it is the basis
of all subsequent research activities you are going to undertake.

➢ FORMULATION OF HYPOTHESIS
After finding a research problem, the next step is to formulate your own
hypothesis. A hypothesis is a theoretical statement in solving a logical
relationship between variables. Do not be afraid if your hypothesis proves
to be incorrect after experimentation because it is considered as an
evaluated guess.

➢ REVIEW OF RELATED LITERATURE

A research problem is vogue at first. To give you a vivid picture of whole
research, you shall read various publications or surf the internet to become
aware of the previous work already done.

➢ PREPARATION OF RESEARCH DESIGN

A research design is the blueprint of the research you are going to
undertake. It serves as the work plan of the whole study not because it
entails the resources but also the way these resources are utilized.

➢ ACTUAL EXPERIMENTATION
It is an important step you have to conduct an experiment to prove that
validity of the hypothesis you have formulated. Actual experimentation
includes the methodology that you have followed in doing your research.
40

The methodology should be carefully planned prior to the experimentation

Page

to ensure the validity and accuracy of the result.

 ➢ RESULTS AND DISCUSSION
This is the heart of the research process because this a part where findings
of the research can be found. You can use the table and graph to interpret
the result of your research.

➢ FORMULATION OF CONCLUSION AND

RECOMMENDATIONS
Conclusion is a statement where you will present the solution to the
proposed problem based on the findings of the investigation. They are tied
up to the questions investigated. Your conclusions will show whether or
not your experiment worked. It should answer your hypothesis and
research problems.

OBJECTIVES OF THE STUDY

➢ To analyze the customer satisfaction towards Reliance Jio Network.
➢ To analyze the factors influencing the use of Reliance Jio Network service.
➢ To find out the customer expectation of Reliance Jio services.
➢ To study the total awareness of Reliance Jio in the market compared to other
telecom service providers.
➢ To study customer satisfaction level of Reliance Jio products and services.
➢ To find market potential and market penetration of Reliance Jio products and
services.
➢ To identify the customer satisfaction level towards reliance 4G jio service.
41
Page
HYPOTHESIS
A hypothesis expresses your assumptions about what your investigation will uncover. It is
an untested preliminary solution to your research query. For some research projects, you
may be required to create many hypotheses that address distinct areas of your study issue.

A hypothesis is more than simply a wild guess; it should be founded on current ideas and
information. It must also be testable, which implies that it can be supported or refuted
using scientific research procedures (such as experiments, observations and statistical
analysis of data).

A hypothesis is a bold, succinct assertion that serves as the foundation for your scientific
undertaking. It differs from a thesis statement, which is a succinct synopsis of your
research study.

A hypothesis's main function is to forecast your paper's results, data, and conclusion. It
stems from a sense of wonder and intuition. When you make a hypothesis, you're making
an informed estimate based on scientific preconceptions and facts, which is then verified
or disproven through the scientific process.

The purpose of research is to observe a certain phenomena . As a result, a hypothesis

describes the occurrence in question. It does this through the use of two variables:
independent and dependent variables.

The cause of the observation is the independent variable, whereas the result of the cause
is the dependent variable. "Mixing red and blue yields purple," for example. The
independent variable in this hypothesis is the combination of red and blue at your
discretion. The development of purple is the dependent variable since it is conditional on
the independent variable in this situation.
42
Page
TYPES OF HYPOTHESIS
There are two types of hypothesis

1.NULL HYPOTHESIS
2.ALTERNATIVE HYPOTHESIS

1.NULL HYPOTHESIS

A null hypothesis asserts that there is no association between two variables. It is a

negative statement denoted by H0, such as "Athletes' on-field performance is unaffected
by attending physiotherapy sessions." The author asserts that physiotherapy treatments
have no influence on on-field performance. Even if there is, it is only coincidental.

There is no relationship between a Subscriber’s satisfaction and its various components

of JIO Services.

ALTERNATIVE HYPOTHESIS

An alternative hypothesis, which is the inverse of a null hypothesis, is denoted as H1 or

Ha. It indicates directly that the dependent variable influences the independent variable.
The alternative hypothesis is further subdivided into directed and non-directional
hypotheses.

Directional hypothesis: A directional hypothesis is one that asserts that the outcome will
be either good or negative. It is followed by either the < or > symbol.

Non-directional hypothesis: It simply claims to have an influence on the dependent

variable. It is unclear if the outcome would be favorable or detrimental.

In my research project study hypothesis which has been used :-

43
Page
H0 = There is no significant effect in the pricing strategy between Reliance Jio and other
networks.

H1 = There is a significant effect in the pricing strategy between Reliance Jio and other
networks.

H0= There is no significant effect in the promotional strategy between Reliance Jio

and other network

H1= There is a significant effect in the pricing strategy between Reliance Jio and

other networks.

POPULATION / UNIVERSE

• The term population is applied to any finite or infinite collections of individuals.

• Population means the aggregate of element from which a sample is to be drawn.
• A population is defined as a group of individuals of the same species within a
given area.
• In this case, the project covers customer buying behavior towards Lakme
cosmetics products.
• In my research project, I have targeted the population of Kanpur City.

SAMPLING UNIT
A sampling unit can refer to any single person being researched. In context of market
research, a sampling unit is an individual person. The term sampling unit refers to a
singular value of database. For example, if you were conducting research using a sample
of university students, a single university student will be a sample unit.

In this project, samples were taken from different types of consumers of all age group,
from Govind Nagar, which was randomly selected.

In my research project report, I have taken 50 respondents of the society.

44
Page
SAMPLE SIZE
Sampling maybe defined as the selection of some part of aggregate or totality based on
which a judgement or inference about the aggregate or totality is made. The items so
selected which constitute of what technically is called sample is known as Sample Size.
Since this research was confined to limited area and limited size of people, the sample
size for the project was of 50 people.

Since Jio is used by almost everyone today there were many people included under the
sample size. Group of people such as students from various other streams.

SAMPLING PROCEDURE
There are many sampling procedure that have been developed to ensure that a sample
adequately represents the target population.

It is the process of selecting a number of individuals for a study in such a way that
individuals selected represents the large group from which they are selected.

In my project report I have chosen the Random Sampling Method.

DATA COLLECTION

Primary Data: -Primary data refers to information that is generated to meet the
specific requirements of the investigation at hand. The researcher collects primary data
himself. In this research, surveying 50 people collected primary data. Simple questions on
the experience of Jio sim card were asked to people and thus a data was collected and
maintained.

Secondary Data: -Secondary data is information that is collected for a purpose other
than to solve the specific problem under investigation. Someone collects secondary data
45

else for some other purpose (but being utilized by investigator for another purpose). In
Page
this research, the secondary data was collected from certain articles and links from the
internet.

Published data are available in various resources including

• Government Publications
• Public Records
• Historical and statistical documents
• Business Documents
• Technical and trade journals

Unpublished data includes

• Diaries
• Letters
• Unpublished biographies etc.

In my research project report, these data are collected from :-

• Internet
• Magazines
• Newspapers etc.

46
Page
STATISTICAL TOOL
Statistical methods involved in carrying out a study include planning, designing,
collecting data, analyzing, drawing meaningful, interpretation, and reporting of the
research findings.

The statistical analysis gives meaning to the meaningless numbers, thereby breathing life
into a lifeless data. The results and inferences are precise only if proper statistical test are
used. This article will try to acquaint the reader with basic research tools that are utilised
while conducting various studies.

The articles cover a brief outline of the variables, an understanding of qualitative and
quantitative variables and the measures of central tendency. An idea of the sample size
estimation power analysis and the statistical errors is given. Finally, there is a summary of
parametric and non - parametric tests used for data analysis.

INTRODUCTION :-

Statistics is a branch of science that deals with collection, organisation, analysis of data
and drawing of inferences from the samples to the whole population. This requires a
proper design of the study sample and choice of a statistical test. An adequate knowledge
of statistics is necessary for proper designing of an epidemiological study or clinical trial.
Improper statistical methods may result in erroneous conclusions which may lead to
unethical practice.

The statistical analysis depends on the objective of the study. The objective of the study is
to obtain information about the situation of the population of the study.

Statistics is a wide subject useful in almost all disciplines especially in research studies.
Each and every researcher should have some knowledge in statistics and must use
statistical tools in his or her research, one should know about the importance of statistical
tools and how to use them in their research or survey.
47
Page
METHODS OF STATISTICAL TOOLS

Percentage Method :- It is a display of data that specifies the percentage of

observation that exists for each data point or grouping of data point.

Chi – Square Method :- It is a statistical process used by researchers to examine the

difference categorical variables.

In my project report, I have chosen the percentage method.

A percentage frequency distribution is a display of data that specifies the percentage of

observation that exist for each other data point or grouping of data points. It is a
particularly useful method of expressing the relative frequency of survey responses and
other data. Many of times percentage frequency distribution are displayed as tables or as
bar graphs and pie charts.

The percentage method of accrual calculation distinguishes between cross - controlling

area data, which you maintain in an overhead structure and controlling area related data.

It is a display of data that specifies the percentage of observation that exist for each data
point or grouping of data point.

It is used for comparing certain feature.

The data represented in the form of tables and graphs in order to give effective
visualization of comparison made.

Simple Percentage Method :-

Number of respondents / Total respondents × 100

48
Page
ANALYSIS &

INTERPRETATION

49
Page
 ANALYSIS AND INTERPRETATION

1.Are you aware of Reliance Jio network?

• Yes
• No

Response No. of Respondents Percentage

Yes 38 76

No 12 24
Total 50 100

Percentage

24

76

Yes No

Interpretation:

The above mention data tells us that

• 76% of respondents replied that they are aware of Reliance Jio network.
50

• 24% of respondents replied that they are not aware of Reliance Jio
network.
Page
2. Are you currently a Reliance Jio customer?
• Yes
• No

Response No. of Respondents Percentage

Yes 34 68
No 16 32
Total 50 100

Percentage

32

68

Yes No

Interpretation:
The above mention data tell us

• 68% of respondents are currently Reliance Jio user.

• 32% of respondents are not currently equipped with Reliance Jio.
51
Page
3.Through which medium you get to know about Reliance Jio?
• Family
• Friends
• Tv ads
• News

Response No. of respondents Percentage

Family 12 24
Friends 11 22
Tv ads 12 24
News 15 30
Total 50 100

Percentage

24
30

22

24

Family Friends Tv ads News

Interpretation:

The above mention data tells us about that

• 24% people got to know about Reliance Jio through family.
• 22% people got to know about Reliance Jio through friends.
• 24% people got to know about Reliance Jio through Ads.
• 30% people got to know about Reliance Jio through news.
52
Page
 4. How much you are spending on your current network plan?
• More than 300
• Less than 300

Respondents No. of respondents Percentage

More than 300 39 78
Less than 300 11 22
Total 50 100

Percentage

22

78

More than 300 Less than 300

Interpretation:
The above mention data tells us about that

• 78% people are spending more than 300 on their plan.

• 22% people are spending less than 300 on their plan.
53
Page
 5. Which are the previous network you have used?
• Airtel
• BSNL
• Vodafone Idea
• Others

Response No. of respondents Percentage

Airtel 24 48
BSNL 2 4
Vodafone Idea 17 34
Others 7 14
Total 50 100

Percentage

14

48

34

Airtel BSNL Vodafone Idea Others

Interpretation:
The above mention data tells us about that

• 48% people have previously used Airtel.

• 4% people have previously used BSNL.
• 34% people have previously used Vodafone.
54

• 14% people have previously used Others.

Page
 6. What are the problems you are facing in your current network?
• Very high price value
• Network issue
• Limited tariff
• No issues

Response No. of respondents Percentage

Very high price value 10 20
Network issue 13 26
Limited tariff 18 36
No issues 9 18
Total 50 100

Percentage

18 20

26
36

Very high price value Network issue Limited tariff No issues

Interpretation:
The above mention data tells us that

• 20% people are facing issue of very high price value in their current network.
• 26% people are facing network issue in their current network.
• 36% people are facing issue of limited tariff in their current network.
55

• 18% people are facing no issues in their current network.

Page
7. How would you rate the network service of Reliance Jio?
• Low
• Medium
• High

Response No. of respondents Percentage

Low 21 42
Medium 23 46
High 6 12
Total 50 100

Percentage

12

42

46

Low Medium High

Interpretation:
The above mention data tells us that

• 42% people have rated Reliance Jio network service low.

• 46% people have rated Reliance Jio network service medium.
• 12% people have rated Reliance Jio network service high.
56
Page
8.Which plan under Jio are you currently using?
• Pre-paid
• Post-paid

Response No. of respondents Percentage

Pre-paid 43 86
Post-paid 7 14
Total 50 100

Percentage

14

86

Pre-paid Post-paid

Interpretation:
The above mention data tells us that

• 86% people are currently using pre-paid plan.

• 14% people are currently using post-paid plan.
57
Page
9.Would you recommend others for Reliance Jio?
• Yes
• No

Response No. of respondents Percentage

Yes 13 26

No 37 74

Total 50 100

Percentage

26

74

Yes No

Interpretation:
The above mention data tells us that

• 26% people will recommend others to use Reliance Jio network.

• 74% people will not recommend others to use reliance Jio network.
58
Page
10.Since when are you using Reliance Jio Network?
• Less than a month
• 3-4 months
• More than 4 months
• Non user

Response No. of respondents Percentage

Less than a month 2 4
3-4 months 6 12
More than 4 months 31 62
Non user 11 22
Total 50 100

Percentage
4

22 12

62

Less than a month 3-4 months More than 4 months Non user

Interpretation:
The above mention data tells us that

• 4% people are using this network less than a month.

• 12% people are using this network from 3-4 months.
59

• 62% people are using this network from more than 4 months.
• 22% people are non-user.
Page
11. Which feature of Reliance Jio convinced you to use it?
• Connectivity
• Schemes
• Advertisements
• Goodwill

Response No. of respondents Percentage

Connectivity 3 6
Schemes 33 66
Advertisements 6 12
Goodwill 8 16
Total 50 100

Percentage
6
16

12

66

Connectivity Schemes Advertisements Goodwill

Interpretation:
The above mention data tells us that

• 6% people were convinced by connectivity.

• 66% people were convinced by schemes.
• 12% people were convinced by advertisement.
60

• 16% people were convinced by goodwill.

Page
12.Which service do you like the most about Reliance Jio?
• Data service.
• Call rate
• Network coverage
• Value added services

Response No. of respondents Percentage

Data service 13 26
Call rate 17 34
Network Coverage 16 32
Value added services 4 8
Total 50 100

Percentage

26

32

34

Data service Call rate Network Value added services

Interpretation:
The above mention data tells us that

• 26% people likes data service.

• 34% people likes call rate.
• 32% people like network coverage.
61

• 8% people like value added services.

Page
 13. Why did you choose Reliance Jio service provider?
• Unlimited calling services
• Unlimited data services
• Unlimited SMS services.
• All services

Response No. of respondent Percentage

Unlimited calling services 3 6
Unlimited data services 6 12
Unlimited SMS services 1 2
All services 40 80
Total 50 100

Percentage
6

12

80

Unlimited calling services Unlimited data services Unlimited SMS services All services

Interpretation:
The above mention data tells us that

• 6% people have chosen this service provider because of unlimited calling

services.
• 12% people have chosen this service provider because of unlimited data
services.
• 2 % people have chosen this service provider because of unlimited SMS
62

services.
Page

• 80% people have chosen this service provider because of all services.
14. Have you called anytime at Reliance Jio’s customer care?
• Yes
• No

Response No. of respondents Percentage

Yes 27 54
No 23 46
Total 50 100

Percentage

46

54

Yes No

Interpretation:
The above mention data tells us that

• 54% people had called customer care.

• 46% people had not called customer care.
63
Page
15. If yes, what reason have you called at Reliance Jio customer care?
• Value added services
• Information regarding new schemes
• Complaints
• Other queries

Response No. of respondents Percentage

Value added services 6 12
Information regarding new 2 4
schemes
Complaints 39 78
Other queries 3 6
Total 50 100

Percentage
6 12

78

Value added services Information regarding new schemes Complaints Other queries

Interpretation:
The above mention data tells us that

• 12% people had called customer care to know about value added services.
• 4% people had called customer care to know information regarding new
schemes.
64

• 78% people had called customer care for complaints.

Page

• 6% people had called customer care for other queries.

16. Are you satisfied with Reliance Jio services?
• Yes
• No

Response No. of respondents Percentage

Yes 16 32
No 34 68
Total 50 100

Percentage

32

68

Yes No

Interpretation:
The above mention data tells us that

• 32% people are satisfied with Reliance Jio services.

• 68% people are not satisfied with Reliance Jio services.
65
Page
17. Are you using network service providers other than Reliance Jio?
• Yes
• No

Response No. of respondent Percentage

Yes 28 56
No 22 44
Total 50 100

Percentage

44

56

Yes No

Interpretation:
The above mention data tells us that

• 56% people are using other network service provider than Reliance Jio.
• 44% people are not using other network service provider than Reliance Jio.
66
Page
18. Do you find any other network service provider better than Reliance
Jio’s network service provider
• Yes
• No

Response No. of respondents Percentage

Yes 33 66
No 17 34
Total 50 100

Percentage

34

66

Yes No

Interpretation:
The above mention data tells us that

• 66% people find other service provider better than Reliance Jio.
• 34% people does not find other service provider better than Reliance Jio.
67
Page
19. Do you think Reliance Jio is the new trend of 4G internet in India?
• Yes
• No

Response No. of respondent Percentage

Yes 43 86
No 7 14
Total 50 100

Percentage

14

86

Yes No

Interpretation:
The above mention data tells us that

• 86% people thinks that Reliance Jio is the new trend of 4G in India.
• 14% people thinks that Reliance Jio is not the new trend of 4G in India.
68
Page
20. Reliance Jio has replaced the most existing service provider in India?
• Strongly agree
• Somewhat agree
• Agree
• Disagree
• Strongly disagree
Response No. of respondents Percentage
Strongly agree 32 64
Somewhat agree 8 16
Agree 2 4
Disagree 4 8
Strongly disagree 4 8
Total 50 100

Percentage
8
8
4

16
64

Strongly Agree Somewhat Agree Agree Disagree Strongly Disagree

Interpretation:
The above mention data tells us that

• 64% people strongly agree that Reliance Jio has replaced most existing service
provider.
• 16% people somewhat agree that Reliance Jio has replaced most existing service
provider.
• 4% people agree that Reliance Jio has replaced most existing service provider.
• 8% people disagree that Reliance Jio has replaced most existing service provider.
69

• 8% people strongly disagree that Reliance Jio has replaced most existing service
provider.
Page
21. Do you feel Reliance Jio network faces any competition?
• Yes
• No

Response No. of respondent Percentage

Yes 31 62
No 19 38

Total 50 100

Percentage

38

62

Yes No

Interpretation:
The above mention data tells us that

• 62% people feels that Reliance Jio faces competition.

• 38% people feels that Reliance Jio does not face any competition.
70
Page
22. If yes, which network service provider is toughest competitor of
Reliance Jio network?
• BSNL
• Vodafone
• Airtel
• None

Response No. of respondents Percentage

BSNL 0 0
Vodafone 2 4
Airtel 26 52
None 22 44
Total 50 100

Percentage
0 4

44

52

BSNL Vodafone Airtel None

Interpretation:
The above mention data tells us that

• 0% people thinks BSNL is a tough competitor.

• 4% people thinks Vodafone is a tough competitor.
• 52% people thinks Airtel is a tough competitor.
71

• 44% people thinks none.

Page
23. Are you aware about new free unlimited 5G scheme for Reliance Jio
user?
• Yes
• No

Response No. of respondents Percentage

Yes 46 92
No 4 8

Total 50 100

Percentage

92

Yes No

Interpretation:
The above mention data tells us that

• 92% people are aware of new free unlimited 5G scheme.

• 8% people are not aware of new free unlimited 5G scheme.
72
Page
24. What should be improved in Reliance Jio services?
• Connectivity
• Data services
• Calling services
• Value added
• Customer care
• New scheme and offers

Response No. of respondents Percentage

Connectivity 2 4
Data services 12 24
Calling services 1 2
Value added 9 18
Customer care 21 42
New scheme and offers 5 10
Total 50 100

Percentage

10 4

24

2
42

18

Connectivity Data services Calling services Value added Customer care New scheme and offers

Interpretation:
The above mention data tells us that

• 4% people thinks connectivity should be improved.

• 24% people thinks data services should be improved.
• 2% people thinks calling services should be improved.
• 18% people thinks value added services should be improved.
• 42% people thinks customer care should be improved.
73

• 10% people thinks new schemes and offers should be improved.

Page
25. Rate your overall experience using Reliance Jio network?
• Call rates
• SMS service
• Internet
• Value added service
• Voice message

Response No. of respondents Percentage

Call rates 24 48
SMS service 2 4
Internet 15 30
Value added service 3 6
Voice message 6 12
Total 50 100

Percentage

12

48

30

Call rates SMS service Internet Value added service voice message

Interpretation:
The above mention data tells us that

• 48% people had a great overall experience in call rates.

• 4% people had a great overall experience in SMS service.
• 30% people had a great overall experience in internet.
74

• 6% people had a great overall experience in value added service.

• 12% people had a great overall experience in voice message.
Page
FINDINGS

75
Page
FINDINGS

• 76% of respondents replied that they are aware of Reliance Jio network, 24% of
respondents replied that they are not aware of Reliance Jio network.

• 68% of respondents are currently Reliance Jio user, 32% of respondents are not
currently equipped with Reliance Jio.

• 24% people got to know about Reliance Jio through family,22% people got to
know about Reliance Jio through friends,24% people got to know about Reliance
Jio through Ads,30% people got to know about Reliance Jio through news.

• 78% people are spending more than 300 on their plan, 22% people are spending
less than 300 on their plan.

• 48% people have previously used Airtel, 4% people have previously used BSNL,
34% people have previously used Vodafone, 14% people have previously used
Others.

• 20% people are facing issue of very high price value in their current network, 26%
people are facing network issue in their current network,36% people are facing
issue of limited tariff in their current network, 18% people are facing no issues in
their current network.
76
Page
• 42% people have rated Reliance Jio network service low, 46% people have rated
Reliance Jio network service medium, 12% people have rated Reliance Jio
network service high.

• 86% people are currently using pre-paid plan,14% people are currently using post-
paid plan,26% people will recommend others to use Reliance Jio network, 74%
people will not recommend others to use reliance Jio network.

• 4% people are using this network less than a month,12% people are using this
network from 3-4 months,62% people are using this network from more than 4
months,22% people are non-user.

• 6% people were convinced by connectivity, 66% people were convinced by

schemes, 12% people were convinced by advertisement, 16% people were
convinced by goodwill.

• 26% people likes data service, 34% people like call rate, 32% people like network
coverage, 8% people like value added services.

• 6% people have chosen this service provider because of unlimited calling services,
12% people have chosen this service provider because of unlimited data services,
2 % people have chosen this service provider because of unlimited SMS services,
80% people have chosen this service provider because of all services.
77
Page
RECOMMENDATIONS

/ SUGGESTIONS

78
Page
SUGGESTIONS

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

• It is suggested that Tata Teleservices & Reliance Communication should develop

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

• They should resort to TQM philosophy with good corporate governance and
transparency in its policies, programmes and strategies.

• It is further suggested that Reliance Communication, which enjoys highest

market share, should diversify its services and further diversify the models and
the systems as suggested by the respondent

.
• It is suggested that Reliance Communication & Tata Teleservices should develop
relationship marketing to know the real needs of the customers & should
incorporate customer's suggestions.
79
Page
• It is further suggested that Reliance Communication and Tata Teleservices should
short analysis, which will help them to understand its real strengths and
shortcomings.

• Reliance Communication should develop bench-marks as standards for providing

better customer services.

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

Communication services.

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

factors in providing consumer services and determining prices.

• It is again recommended that Reliance Communication should develop quality

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

• The components & instruments provided by the Reliance are must for every
80

customer rather he likes or dislikes. It is suggested that the instrument may be

Page

allowed of his choice & get activated from the company.

CONCLUSION

81
Page
CONCLUSION

Reliance Jio Info-comm Limited, known as Jio, is an Indian mobile network

operator. Owned by Reliance Industries and headquartered in Mumbai, Maharashtra,
it operates a national LTE network with coverage across all 22 telecom circles. Jio
does not offer 2G or 3G service, and instead uses voice over LTE to provide voice
service on its network. The launch of Reliance Jio has caused a revolution in the
telecom industry. Now, Jio claims to be the world’s largest data network, based on
mobile data consumption.

The growth of a company depends upon consumer perception, regarding product and
the consumer perceptions can be studied only through the consumer buying
behaviour. The consumer behaviour r is the study of those actions directly involved
in obtaining, consuming, and disposing of product & services including the decision
process that proceeds and follows up the action. The buying behaviour of the. Many
variables influence consumer. The social environment in which he lives, his family,
his society, his neighbours, his friends, his job, his colleagues influence the behaviour
of the consumer. The personality factors of the consumers also effect his buying
decision. It requires marketers to review their marketing practices. Now companies
have to show their concern about consumer's interest. They must take many steps to
satisfy the consumers. Now marketers have moved to consumer welfare from
consumer satisfaction. Most companies have accepted consumerism in principles.
Based on my observations data and information.
82
Page
LIMITATIONS

83
Page
LIMITATIONS

• A small sample size of 50 people is taken, so we cannot draw inferences about the
population from this sample size.

• Time constraints has also been one of the limitations.

• As not all respondents would have been able to understand the questionnaire
correctly and misread the questions so there is a little chance of marking a wrong
answer or incorrect choices.

• Lack of financial resources.

• Implementation of data collection method.

• The study is restricted to only teenagers so in order to make more generalized,

reliable and significant conclusions a study employing larger sample size is
needed. 84
Page
ANNEXURE

(QUESTIONNAIRE)

85
Page
QUESTIONNAIRE:-

• NAME:-_____________

• GENDER:-_____________

• AGE :-________________

• MONTHLY INCOME :-____

• OCCUPATION :-_________________
86
Page
QUESTIONAIRRE

1.Are you aware of Reliance Jio network?

• Yes
• No

2. Are you currently a Reliance Jio customer?

• Yes
• No

3.Through which medium you get to know about Reliance Jio?

• Family
• Friends
• Tv ads
• News

4. How much you are spending on your current network plan?

• More than 300

• Less than 300

5. Which are the previous network you have used?

• Airtel
• BSNL
• Vodafone Idea
• Others

6. What are the problems you are facing in your current network?

• Very high price value

• Network issue
• Limited tariff
87

• No issues
Page
7. How would you rate the network service of Reliance Jio?

• Low
• Medium
• High

8.Which plan under Jio are you currently using?

• Pre-paid
• Post-paid

9.Would you recommend others for Reliance Jio?

• Yes
• No

10.Since when are you using Reliance Jio Network?

• Less than a month

• 3-4 months
• More than 4 months
• Non user

11. Which feature of Reliance Jio convinced you to use it?

• Connectivity
• Schemes
• Advertisements
• Goodwill

12.Which service do you like the most about Reliance Jio?

• Data service.
• Call rate
88

• Network coverage
Page

• Value added services

13. Why did you choose Reliance Jio service provider?

• Unlimited calling services

• Unlimited data services
• Unlimited SMS services.
• All services

14. Have you called anytime at Reliance Jio’s customer care?

• Yes
• No

15. If yes, what reason have you called at Reliance Jio customer care?

• Value added services

• Information regarding new schemes
• Complaints
• Other queries

16. Are you satisfied with Reliance Jio services?

• Yes
• No

17. Are you using network service providers other than Reliance Jio?

• Yes
• No

18. Do you find any other network service provider better than Reliance
Jio’s network service provider?

• Yes
• No
89
Page
19. Do you think Reliance Jio is the new trend of 4G internet in India?

• Yes
• No

20. Reliance Jio has replaced the most existing service provider in India?

• Strongly agree
• Somewhat agree
• Agree
• Disagree
• Strongly disagree

21. Do you feel Reliance Jio network faces any competition?

• Yes
• No

22. If yes, which network service provider is toughest competitor of

Reliance Jio network?

• BSNL
• Vodafone
• Airtel
• None

23. Are you aware about new free unlimited 5G scheme for Reliance Jio
user?

• Yes
• No
90
Page
24. What should be improved in Reliance Jio services?

• Connectivity
• Data services
• Calling services
• Value added
• Customer care
• New scheme and offers

25. Rate your overall experience using Reliance Jio network?

• Call rates
• SMS service
• Internet
• Value added service
• Voice message

91
Page
BIBLIOGRAPHY

92
Page
BIBLIOGRAPHY

The reference for this research project has been taken from the following
sources :-

Books :-

• Research Methodology :- C.R Kothari

• Factor analysis for Research :- Guilford Press,2015

Websites :-

1. http://articles.economictimes.indiatimes.com/2014-02-
17/news/47412248_1_telecom-venture-reliance-jio-infocomm-akash-
ambani
2. http://economictimes.indiatimes.com/industry/telecom/reliance-jio-
infocomm-launches-4g-services-for-
employees/articleshow/50344999.cms
3. http://www.business-standard.com/article/companies/reliance-jio-to-
launch-commercial-services-by-december-ambani-
115061200219_1.html
4. https://en.wikipedia.org › wiki › Jio
93
Page
Page
94