A STUDY ON CUSTOMER

S A T I S FA C T I O N O F
RELIANCE JIO

SU B MIT T E D B Y-
N A M E : TA N YA L A K H MA N I
C L A SS: B B A EV E (B )
E N R OL ME N T N O. : 03380301721
N A M E OF T HE ME N TOR : Ms. A nushree G anguly
 INTRODUCTION
This introduction delves into the topic of customer satisfaction of Reliance Jio,
exploring the factors that have contributed to its success, the challenges it has
overcome, and the impact it has had on the telecommunications industry as a
whole. Since its launch in 2016, Reliance Jio has been at the forefront of
revolutionizing the telecommunications landscape in India, offering affordable
plans, high-speed internet, and a wide array of digital services. Reliance Jio's entry
into the market disrupted the status quo with its disruptive pricing strategy and
extensive network coverage. The company's focus on providing affordable data
plans and its emphasis on fast, reliable internet connectivity struck a chord with the
Indian population. As a result, millions of customers flocked to embrace the Jio
network, enticed by the promise of unlimited data and free voice calls. This influx
of customers was accompanied by heightened expectations and the need for
Reliance Jio to deliver on its promises. Initially, Jio faced some challenges in
ensuring network stability and call quality. As the network experienced
unprecedented growth, it encountered congestion issues, leading to occasional call
drops and slow internet speeds.
 INTRODUCTION
Recognizing the importance of customer satisfaction, Reliance Jio
swiftly embarked on an ambitious plan to address these concerns. The company
made substantial investments in infrastructure and technology, bolstering its
network capabilities and expanding its reach across the country. These efforts
proved instrumental in improving the network's stability, enhancing call quality,
and ensuring a seamless internet experience for customers. The company launched
a range of innovative services and offerings that further enriched the customer
experience. Jio Fiber, Jio TV, Jio Cinema, and Jio Saavn provided customers with
a vast collection of on-demand entertainment options, further cementing Jio's
position as a comprehensive digital service provider. While Reliance Jio has
garnered widespread recognition and appreciation for its contributions to the
telecommunications sector, it is crucial to acknowledge that customer satisfaction
can vary from person to person. Factors such as location, network congestion, and
individual experiences with customer service can influence a customer's
perception of the service provided. Reliance Jio, like any other service provider,
continues to face the challenge of consistently meeting and exceeding customer
expectations in a rapidly evolving industry.
 REVIEW OF
LITERATURE DATA ANALYSIS
PAPER TITLE AUTHOR YEAR OF TECHNIQUES AND CONCLUSION
PUBLICATI TOOLS`
ON

Consumer Bharath 2022 Secondary Data and Customer loyalty is one of the essential factors that allows
Royalty in Redappa Deductive Approach businesses to attain success using their consumer base, and
Reliance JIO in the telecom sector of India, loyalty plays a critical role.
This paper uses an example of Indian telecommunication
service provider namely Reliance Jio to examine if deep
discounting and cost leadership can aid a company in
building a loyal consumer base and retain them. Reliable
and valid primary data is collected through the survey
technique (Paliwal, 2020) and the data is used for the key
purpose of having an analysis of the level of loyalty among
Jio’s customers.

A Study of Prachi B 2020 Primary data and In the past, many researchers had studied the satisfaction
Consumer Mehta and Secondary Data from level of customers towards Jio sim. But the Jio has changed
Satisfaction Richu M various websites etc its pricing policy over a period of time. From completely free
towards Jio Juneja services to annual tariffs to quarterly and monthly plans to
Products and levying charges on calls made to users of other telecom
operators recently. This might lead to change in the
Services in Surat satisfaction level of customers towards Jio sim products and
City. services over a period of time. Thus, the main aim of the
study is to identify the level of customer satisfaction of Jio
users towards Jio products and services.
 REVIEW OF
LITERATURE DATA ANALYSIS
PAPER TITLE AUTHOR YEAR OF TECHNIQUES AND CONCLUSION
PUBLICATI TOOLS`
ON

A STUDY ON Dr. R. 2019 Primary Data through The service will be called ‘Jio Giga Fiber Service’. He also
CUSTOMER Venkatesan Questionnaire announced that jio phone Monsoon Hungama starting
SATISFACTION and M. R. July21, where feature phones can be exchanged for Jio
Phone for Rs 501. Reliance, he said, has reached an
TOWARDS Ramya inflection point with consumer business contributing as
RELIANCE JIO IN much as its energy and petrochemical. Ambani said since its
SIVAGANGAI launch, jio has amassed 215 million customers and has sold
CITY over 25 million Jio phones. After shaking the mobile
telephony market with free voice calls and dirt-cheap data,
richest Indian Mukesh Ambani today announced plans to
launch ultra high speed fixed line broadband Services for
homes and enterprises.

Factors Affecting Saket Rathi 2017 Exploratory research All cellular wireless standards are changed upside down
Consumer and Deepti design and Primary with the entry of Reliance JIO 4G networks in the telecom
Satisfaction Shastri Gupta and Secondary Data market. The entire telecom sector went under a major churn
with the beginning of new era of high speed internet
From Reliance services under 4G spectrums. The present study is an
Jio attempt to identify the factors affecting consumer
satisfaction and acceptance of Reliance JIO in telecom
service provider market. The study was carried out in Indore
district of Madhya Pradesh. Students, Service Class people,
Businessmen and Homemakers who are using Reliance JIO
constituted the sample for the study.
 NEED OF THE
STUDY
The purpose of this study is to fill the research gap by conducting a comprehensive
analysis of customer satisfaction with Reliance Jio. The telecommunications
industry is highly competitive, with customer satisfaction being a crucial factor in
determining the success and sustainability of service providers. Reliance Jio, one of
the leading telecom companies in India, has disrupted the market with its affordable
plans, extensive network coverage, and innovative digital offerings. However, there
is a need for an in-depth study on customer satisfaction specifically focused on
Reliance Jio to gain insights into its performance and identify areas for
improvement. This study aims to fill the research gap by conducting a
comprehensive analysis of customer satisfaction with Reliance Jio. By examining
factors such as network reliability, service quality, pricing strategies, and customer
support, the study seeks to understand the drivers and determinants of customer
satisfaction among Reliance Jio customers. It will provide valuable insights into the
customers' perceptions, preferences.
 RESEARCH
METHODOLOGY
 RESEARCH OBJECTIVES:
-To study the customer satisfaction level towards Reliance Jio.
-To find out the factors influencing the customers.

 RESEARCH DESIGN:
This study is descriptive in nature and of quantitative approach as well as
qualitative approach.

 SOURCE OF DATA COLLECTION:

This research is containing primary data. Primary data is directly collected from
respondents using data collection methods like questionnaires, direct observation,
or tabulation. Primary data for this study will be generated through questionnaires
shared with the people. The questionnaire was filled by 103 people, who all are
Jio users. Secondary data is also collected from genuine sources and used for
research purpose.
 RESEARCH
METHODOLOGY
 SAMPLING TECHNIQUE:
The data is collected using Convenience Sampling Technique.

 SAMPLE SIZE:
The questionnaire was filled by 103 Jio users.

 TIME PERIOD OF THE STUDY:

The study covers the time frame of 3 months from April 2023 to June 2023.

 ANALYTICAL TOOLS:
The study is based on descriptive analysis. Accordingly, mean percentage, pie
charts and bar graphs have been used for the purpose of data analysis.
ANALYSIS
ANALYSIS
ANALYSIS
ANALYSIS
 FINDINGS AND
CONCLUSION
 Out of 130 distributed questionnaires, 103 were received back which is a good response amongst
which 52.4% were female and remaining 47.6% were female.
 Almost the majority of respondents use Reliance JIO since more than a year.
 As per the results, we got to know that the majority of the people came to know about Reliance JIO through
Mouth Publicity.
 As per the results, majority of the respondents i.e., 35% are convinced by schemes to use Reliance JIO and the
remaining 34% are convinced by connectivity, 18.4% are convinced because of goodwill, 12.6% are
convinced by advertisements.
 91.3% of respondents are currently Prepaid users of Reliance JIO.
 Based on the survey 77.7% of the respondents on an average spend 200-300 monthly on Reliance JIO.
 As per the results, majority of the respondents in the Likert Scale rated all the services Very Good and the
remaining rated them as Excellent and Fairly Good, negligible people rated services as Average and only 1
respondent rated two services Poor.
 When asked by the respondents what all services should be improved in Reliance JIO, 36.9% answered New
Schemes and Offers.
 93.2% respondents are completely satisfied with Reliance JIO services.
 Based on the survey it was concluded that 95.1% respondents would recommend Reliance JIO to others.
 Out of all the respondents only 35.9% were using other service providers with that of Reliance JIO.
 88.2% respondents agree that Reliance JIO is better in comparison to other service providers.
 It was concluded that the respondents find the Reliance JIO performance Very Good.
 FINDINGS AND
CONCLUSION
In conclusion, this study on customer satisfaction of Reliance Jio has shed light on several
key findings and implications. Through an extensive analysis of customer survey through
questionnaires, we have gained valuable insights into the factors influencing customer
satisfaction with Reliance Jio's services. The findings indicate that Reliance Jio's strong
network coverage, high-speed internet, and competitive pricing have played a significant
role in enhancing customer satisfaction. The study suggests that the company should strive
to maintain consistent service quality across different locations, ensure uninterrupted
network availability during peak hours, and invest in expanding network capacity to meet
the increasing data demands. Overall, the study affirms the commendable efforts of
Reliance Jio in not only meeting but exceeding customer expectations, making it a
preferred choice for telecom services among Indian consumers. By addressing the areas of
improvement identified in this study, Reliance Jio can further solidify its position as a
leader in the telecommunications industry and continue to provide exceptional services that
meet and exceed customer expectations.
REFERENCES
 Plagiarism Report
INTRODUCTION

FINDINGS AND CONCLUSION

LITERATURE REVIEW
THANK YOU