Major Project Report

Customer Satisfaction Towards Reliance JIO

(RELIANCE JIO)

Submitted in partial fulfillment of the requirementsfor the award of the degree of

Bachelor of Business Administration (BBA)

To

Guru Gobind Singh Indraprastha University, Delhi

Guide: Submitted by:Dr. Abhiruchi Verma Ayush Solanki(Associate Director) 09013701714

Nurturing Excellence

Institute of Information Technology & Management,New Delhi – 110058

2014-2017

Certificate

I, Mr. Ayush Solanki, Roll No. 09013701714 certify that the Project Report/Dissertation (BBA-310) entitled “ustomer Satisfavtion toward Reliance JIO” is done by me and it is an authentic work carried out by me at IITM College. The matter embodied in this project work has not been submitted earlier for the award of any degree or diploma to the best of my knowledge and belief.

Signature of the StudentDate:

Certified that the Project Report/Dissertation (BBA-310) entitled “Customer Satisfaction

towards Reliance JIO” done by Mr. Ayush Solanki, Roll No. 09013701714, is completed under my

guidance.

Signature of the Guide:

Name of the Guide: Dr. Abhiruchi Verma

Designation: (Associate Professor)

Date:

Countersigned

Director/Project Coordinator

ACKNOWLEDGEMENT

It is my proud privilege to release the feelings of my gratitude to several persons who helped me

directly or indirectly to conduct this research project work.

I express my heart full indebtness and owe a deep sense of gratitude to my faculty guide and my

teacher Dr. Abhiruchi Verma for their sincere guidance and inspiration in completing this project.

I am extremely thankful to my parents and faculty members of IITM College for their coordination

and cooperation and for their guidance and encouragement.

I also thank all my friends who have more or less contributed to the preparation of this project

report. I will always indebted to them.

The study has indeed helped me to explore more knowledgeable avenues related to my topic and I

am sure it will help me in my future.

Submitted by:

Name: Ayush Solanki

Course: BBA III YEAR

Enrolment no. : 09013701714

Institute of Information Technology & Management, New Delhi

Assignment No: BBA/310/ 09013701714

Major Project (Paper Code: 310): BBA SEMESTER VI

Background: University Scheme

Students of BBA Semester VI are to carry out a project as part of curriculum. At the end of the

semester the students are to submit a written project report. The objective of this Circular is to

standardise the format of submission of the project report and to lay guidelines to conduct the

project including methodology. This project work is the training for applying theoretical concepts, tools & techniques to a live situation/problem and writing a Technical Report.

Objectives

The academic objectives for major project and report writing are:

(a) Work & gain knowledge of real business environment,

(b) Analyse how theoretical concepts taught are applied/not applied in real situations,

(c) Analyse best practices of a company/industry in different functional areas,

(d) Enhance analytical & application abilities of students, and

(e) Develop skills in technical report writing through data collection, data analysis,

data presentation and draw lessons cogently vis-à-vis a given firm or company.

Scope of Report Writing

The topic on which you will be preparing your major project report is

Consumer

The

January 2,

Satisfaction toward Reliance JIO”. The project report is to be compiled under

following chapters as per details given in Academic Circular 4/2008(Revised on

2014):

(a) Introduction

(b) Literature Review

(c) Methodology

(d) Data Analysis & Interpretation

(e) Findings and Conclusion

Each student is to collect material on the aspects as mentioned above and arrange it in

cogent manner. One copy of the report is to be submitted to the respective guide as per

the schedule given in the following paragraph.

Schedule & Evaluation Scheme

To be Completed by Activity Marks RemarksDate Allotted

12th January, 2017 Briefing about the project guidelines to the

students.

19thJanuary, 2017 Submission of Project Proposal to the 5 Refer Appendix A.

respective guides & finalisation of title,

Objectives, Scope & Methodology.

1st February, 2017 Submission of Questionnaire (after prior 10 -

discussion with Project Guides) and Chapter-1

& 2.

20thFebruary, 2017 Submission of Chapter-3, Data analysis & 10

Interpretation (Chapter-4) and Chapter-5.

1st March, 2017 First Draft of the report to the respective Refer Appendix B &

guides. C.

15th March, 2017 Submission of Final Report (one hard copy in 5 .

spiral binding) to the respective guides.

28th,29th , 30th & 31st Internal Presentation (A power point 10 A power point

March, 2017 presentation of 10 minutes) and Viva to the presentation of 10

Internal Board of Examiners. minutes and viva by

each student

7th April, 2017 Submission of 2 copies Final Hard Bound 10 -

Report and CD to the respective guides.

April 4th Week External Viva before the external examiner. 50 Project Viva.

(Tentative date)

Total Marks 100

Format for Compilation

The report is to be compiled and submitted as per the format laid down in Academic Circular4/2008 (Revised on 02-01-2014). All students are to strictly adhere to the format.Submission

Final report completed in all respects is to be submitted to the guide as per the

schedule given above.

CAUTION: This report is independent work to be conducted by each student individually. Any previous work or borrowed work will be summarily rejected and in all cases of rejection the work is to be repeated afresh.

Assignment Prepared by Project Coordinator (BBA-VI)

(Name of the Guide) (Dr. Sunitha Ravi)

Countersigned

Prof (Dr) Rachita Rana

Director

Note: This Assignment Directive shall form part of the dissertate

EXECUTIVE SUMMARY

Reliance Jio Infocomm Limited, doing business as Jio, is a LTE mobile network operator in India.

It is a wholly owned subsidiary of Reliance Industries headquartered in Mumbai, that provides

wireless 4G LTE service network (without 2G/3G based services) and is the only 100% VoLTE

(Voice over LTE) operator in the country, with coverage across all 22 telecom circles in India.

Ever since its launch, Reliance Jio’s services have been completely free; Jio’s head of strategy and

planning said that “it would be unfair to charge customers until the Jio management is fully satisfied

with the quality of service.”

So this study will aim to find the customer satisfaction of Reliance Jio users in Delhi on various

parameters. This will help the company to know what the customers better.

Thus at the end of this study the strong areas and week areas of JIO was identified from the

customers perspective. The sim availability, activation process and customer care being the strong

areas and call connectivity and 4G speed being the weak areas. Customer’s loyalty is moderate and

the customers prefer value for money plans.

CONTENTS

S. No. Topic Page No

1. Certificate (s) -

2. Acknowledgements -

3. Assignment Directive4. Executive Summary -

5. List of Tables -

6. List of Figures -

7. List of Symbols -

8. List of Abbreviations -

9. Chapter-1: Introduction 2-16

10. Chapter-2: Literature Review 18-21

11. Chapter-3: Methodology 23-25

12. Chapter-4: Data Analysis and Interpretation 27-48

13. Chapter-5: Findings and Conclusion 50-56

14. Bibliography 58-59

15. Appendices 60

LIST OF TABLES

Table No Title Page No

1 Introduction of JIO 1

2 Gender of Respondents 26

3 Occupation of Respondents 27

4 Age group of Respondents 28

5 Since when respondents are using Reliance JIO 29

6 From which source respondents came to know about

Reliance JIO

30

7 Which feature of Reliance JIO convinced respondents to

use this

31

8 Which service do respondents like most while using the

Reliance jio services?

32

9 Why did respondents choose this service provider? 33

10 Have respondents called anytime at customer care? 34

11 If Yes, how often respondents call at customer care 35

12 For what reason do respondents call customer care 36

13 Rate the following Reliance JIO services on basis of

respondents satisfaction

37

14 What should be improved in Reliance Jio services 40

15 Are respondents satisfied with Reliance JIO services 42

16 Would respondents recommend Reliance JIO to others 43

17 Are respondents using any other service provider than

Reliance JIO

44

18 If yes, which one 45

19 In comparison to Reliance JIO do respondents find

service of any service provider better or not

47

LIST OF FIGURES

Figure No Title Page No

1 Gender of Respondents 26

2 Occupation of Respondents 27

3 Age group of Respondents 28

4 Since when respondents are using Reliance JIO 29

5 From which source respondents came to know about

Reliance JIO

30

6 Which feature of Reliance JIO convinced respondents to use

this

31

7 Which service do respondents like most while using the

Reliance jio services?

32

8 Why did respondents choose this service provider? 33

9 Have respondents called anytime at customer care? 34

10 If Yes, how often respondents call at customer care 35

11 For what reason do respondents call customer care 36

12 Rate the following Reliance JIO services on basis of

respondent satisfaction

37

13 What should be improved in Reliance Jio services 40

14 Are respondents satisfied with Reliance JIO services 42

15 Would respondents recommend Reliance JIO to others 43

16 Are respondents using any other service provider than

Reliance JIO

44

17 If yes, which one 45

18 In comparison to Reliance JIO do respondents find service

of any service provider better or not

47

LIST OF SYMBOLS

S No Symbol Nomenclature & Meaning

1 % percentage

2 $ US Currency

LILIST OF ABBREVIATIONS

S No Abbreviated Name Full Name

1 RJIL Reliance JIO Infocomm Limited

2 RIL Reliance Industries Limited

3 IBSL Infotel Broadband Services Limited

4 MHz Megaheartz

CHAPTER-1

INTRODUCTION

RELIANCE JIO

Jio's headquarters in RCP, Navi Mumbai Formerly called Infotel Broadband Services Limited (2009 - 2013)

Reliance Jio Infocomm Limited (2013 - 2015)

Type Subsidiary

Industry Telecommunications

Headquarters Navi Mumbai, Maharashtra, India

Key people Sanjay Mashruwalla (Managing Director)

Jyotindra Thacker (Head of IT)

Akash Ambani

Products

Mobile telephony, broadband, Wifi,Router and 4G Data servicesJio

Apps MyJio, JioChat, JioPlay, JioBeats, JioMoney, JioDrive,

JioOnDemand, JioSecurity, JioJoin, JioMags, JioXpressNews, Jionet

WiFi

Parent Reliance Industries

Subsidiaries LYF

Website www.jio.com

Table no. 1

Jio also known as Reliance Jio and officially as Reliance Jio Infocomm Limited (RJIL),[is an

upcoming provider of mobile telephony, broadband services, and digital services in India..

Reliance Jio Infocomm Limited (RJIL), a subsidiary of Reliance Industries Limited (RIL),

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

License.Formerly known as Infotel Broadband Services Limited (IBSL), Jio will provide 4G

services on a pan-India level using LTE technology. The telecom leg of Reliance Industries

Limited, it was incorporated in 2007 and is based in Mumbai, India.It is headquartered in Navi

Mumbai.

RJIL is setting up a pan India telecom network to provide to the highly underserviced India

market, reliable (4th generation) high speed internet connectivity, rich communication services

and various digital services on pan India basis in key domains such as education, healthcare,

security, financial services, government citizen interfaces and entertainment. RJIL aims to

provide anytime, anywhere access to innovative and empowering digital content, applications

and services, thereby propelling India into global leadership in digital economy.

RJIL is also deploying an enhanced packet core network to create futuristic high capacity

infrastructure to handle huge demand for data and voice. In addition to high speed data, the 4G

network will provide voice services from / to non-RJIL network.

RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz (across 22 circles) capable

of offering fourth generation (4G) wireless services. RJIL plans to provide seamless 4G services

using FDD-LTE on 1800 MHz and TDD-LTE on 2300 MHz through an integrated ecosystem.

Reliance Jio is part of the “Bay Of Bengal Gateway” Cable System, planned to provide

connectivity between South East Asia, South Asia and the Middle East, and also to Europe,

Africa and to the Far East Asia through interconnections with other existing and newly built

cable systems landing in India, the Middle East and Far East Asia.

RJIL’s subsidiary has been awarded with a Facility Based Operator License (“FBO License”) in

Singapore which will allow it to buy, operate and sell undersea and/or terrestrial fibre

connectivity, setup its internet point of presence, offer internet transit and peering services as

well as data and voice roaming services in Singapore.

R-Jio is also in the process of installing hundreds of monopoles, unlike the regular rooftop-

mounted telecom towers typically used by telcos, said the company executive quoted above.

Monopoles, or ground-based masts (GBMs), are expected to double up as street lights and

surveillance systems, and provide real-time monitoring of traffic and advertising opportunities.

The company, which plans to be rolled out commercial telecom service operations from January,

is currently in the testing phase for most of its offerings including 4G services, a host of mobile

phone applications and delivery of television content over its fibre optic network.

R-Jio, meanwhile, faces its share of challenges in terms of return on investment and capturing

market share. The company, according to industry analysts, is expected to spend $8-9 billion for

the 4G roll-out. The company will battle for subscribers with leading telcos such as Bharti Airtel

Ltd, Vodafone India Pvt Ltd and Idea Cellular Ltd.

The Dominant Players

Bharti Airtel --- 23% Market Share

Vodafone India --- 18% Market Share

Idea Cellular --- 15% Market Share

Reliance Communications --- 12% Market Share

BSNL --- 10% Market Share

Aircel --- 8% Market Share

TATA Infocomm --- 7% Market Share

Others --- 7% Market Share

The services were beta launched to Jio's partners and employees on 27 December 2015 on the

eve of 83rd birth anniversary of late Dhirubhai Ambani, founder of Reliance Industries.

Mr. Akash Ambani is being launched in business as a chief of strategy in Reliance JIO,involved

in day to day operations in business or Ms. Isha Ambani is involved in branding and marketing.

And the key people are Sanjay Mashruwalla (Managing Director), Jyotindra Tacker (Head of

IT).

Reliance Industries Chairman Mukesh Ambani committed an investment of Rs. 2,50,000 crores

on "Digital India" and said he expected the group's initiatives under it will create over 5,00,000

direct and indirect jobs.

"Digital India as company has seen empowers them to fulfil their aspirations.Reliance JIO has

invested over Rs. 2,50,000 crores across the Digital India pillars," Ambani said, adding: "I

estimate Reliance's 'Digital India' investments will create employment for over 5,00,000 people.

" Ambani said the launch of Digital India initiative was a momentous occasion in an information

age where digitization was changing the way one lives, learns, works and plays. It can transform

the lives of 1.2 billion Indians using the power of digital technology. And as well as "So 80

percent of the 1.3 billion Indians will have high-speed, mobile Internet. And by 2017, company

would cover 90 percent. And by 2018, all of India would be covered by this digital

infrastructure,"

HISTORYIn June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services

Limited (IBSL) for Rs 4,800cr. Although unlisted, IBBL was the only firm to win broadband

spectrum in all 22 zones in India in the 4G auction that took place earlier that year. Later

continuing as RIL's telecom subsidiary, Infotel Broadband Services Limited was renamed as

Reliance Jio Infocomm Limited (RJIL) in January 2013.

Acquisition & Subsidiaries:

Acquired Infotel Broadband Services Limited in 2010.

Technology - Rancore Technologies

ILD & NLD - Infotel Telecom.

Agreements:

An agreement with Ascend Telecom for their more than 4,500 towers across India. (June

2014)

An agreement with Tower Vision for their 8,400 towers across India. (May 2014)

An agreement with ATC India for their 11,000 towers across India. (April 2014)

An agreement with Viom Networks for their 42,000 telecom towers. (March 2014)

Agreement with Bharti Airtel for a comprehensive telecom infrastructure sharing

agreement to share infrastructure created by both parties to avoid duplication of

infrastructure wherever possible. (December 2013)

A key agreement for international data connectivity with Bharti to utilise dedicated fiber

pair of Bharti’s i2i submarine cable that connects India and Singapore. (April 2013)

Agreements with Reliance Communications Limited for sharing of RCOM’s extensive

inter-city and intra-city optic fiber infrastructure of nearly 1,20,000 fiber-pair kilometers

of optic fiber and 500,000 fiber pair kilometers respectively (April 2013 / April 2014),

and 45,000 towers (June 2013).

Technology:

Reliance Jio Infocomm is currently laying OFC across the country to offer Fiber to the

home/premises (FTTH). This fiber backbone will also help them to carry huge amount of

data originated from their 4G network as well as public Wi-Fi network.

Reliance Jio is deploying LTE-TDD technology for 2.3 GHz spectrum band, acquired in

2010.

Reliance Jio will deploy LTE-FDD for 1.8 GHz spectrum, which will ultimately paved

to roll out of LTE-A network aggregation of both technology and both spectrum band.

At present in different cities of India Reliance Jio offers Wi-Fi services. Most of these

cities are in Gujarat, where Reliance Industries also have one of the largest petro-

refinery.

Once commercially launched, Jio users can have access to Reliance Communications’

2G & 3G network.

OPERATIONSIn June 2015, Jio announced that it will start its operations all over the country by the end of

year. However, four months later in October 2015, the company's spokesmen sent out a press

release stating that the launch was postponed to the first quarter of the financial year 2016-2017.

Later in July, a PIL filed in the Supreme Court by an NGO called the Centre for Public Interest

Litigation, through Prashant Bhushan, challenged the grant of pan-India licence to Jio by the

Government of India. The PIL also alleged that Jio was allowed to provide voice telephony along

with its 4G data service, by paying an additional fees of just 165.8 crore (US$25 million) which

was arbitrary and unreasonable, and contributed to a loss of 2,284.2 crore (US$340 million) to

the exchequer.

The Indian Department of Telecom (DoT), however, refuted all of CAG's claims. In its

statement, DoT explained that the rules for 3G and BWA spectrum didn't restrict BWA winners

from providing voice telephony. As a result, the PIL was revoked, and the accusations were

dismissed.

Beta Launch

The 4G services were launched internally to Jio's partners, its staff and their families on 27

December 2015. Bollywood actor Shah Rukh Khan, who is also the brand ambassador of Jio,

kickstarted the launch event which took place in Reliance Corporate Park in Navi Mumbai, along

with celebrities like musician A R Rahman, actors Ranbir Kapoor and Javed Jaffrey, and

filmmaker Rajkumar Hirani.The closed event was witnessed by more than 35000 RIL employees

some of whom were virtually connected from around 1000 locations including Dallas in the US.

PRODUCT & SERVICES

RELIANCE JIO 4G BROADBAND

The company has launched its 4G broadband services throughout India in

the first quarter of 2016 financial year.It was slated to release in December

2015 after some reports said that the company was waiting to receive final

permits from the government.Mukesh Ambani, owner of Reliance Industries

Limited (RIL) whose Reliance Jio is the telecom subsidiary, had unveiled

details of Jio's fourth-generation (4G) services on 12 June 2015 at RIL's 41st

annual general meeting. It will offer data and voice services with peripheral

services like instant messaging, live TV, movies on demand, news, streaming

music, and a digital payments platform.The company has a network of more than 250,000 km of fiber optic cables in the country, over

which it will be partnering with local cable operators to get broader connectivity for its

broadband services. With its multi-service operator (MSO) licence, Jio will also serve as a TV

channel distributor and will offer television-on-demand on its network.

Reliance jio’s vision for India is that broadband and digital services will no longer be a luxury

item ,Rather convert it into a basic necessity that can be consumed in abundance by consumers

and small businesses .The initiatives are truly aligned with the Government of India's ‘Digital

India’ vision for our nation.

• Digital Healthcare

• Affordable Devices

• Jio Drive

• Digital Education

• Digital Currency

• Digital Entertainment and social connectivity

LYF SMARTPHONES

In June 2015, Jio tied up with domestic handset maker Intex to supply 4G handsets enabled with

voice over LTE (VoLTE) feature. Through this, it plans to offer 4G voice calling besides rolling

out high-speed Internet services using a fiber network, in addition to the 4G wireless network.[ 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 series, Earth series, and Flame series.

EARTH 1

EARTH 2

F1

WATER 1

WATER 2

WATER 3

WATER 4

WATER 5

WATER 6

WATER 7

WATER 8

WATER 9

WATER 10

WATER 11

WIND 1

WIND 2

WIND 3

WIND 4

WIND 4S

WIND 5

WIND 6

WIND 7

WIND 7S

FLAME 1

FLAME 2

FLAME 3

FLAME 4

FLAME 5

FLAME 6

FLAME 7

FLAME 7S

Jionet WiFi Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free Wi-

Fi hotspot services in cities throughout India including Ahmedabad and Surat in Gujarat, Indore,

Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of Mumbai in Maharashtra,

Kolkata in West Bengal, Lucknow in Uttar Pradesh, Bhubaneswar in Odisha, Mussoorie in

Uttarakhand, Collectorate's Office in Meerut, and at MG Road in Vijayawada among

others.title=Reliance Jio rolls out wi-fi service at IP sigra Mall in Varanasi among others.

In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket stadiums

hosting the 2016 ICC World Twenty20 matches. Jionet was made available in Wankhede

Stadium (Mumbai), Punjab Cricket Association IS Bindra Stadium (Mohali), Himachal Pradesh

Cricket Association Stadium (Dharamshala), Chinnaswamy Stadium (Bengaluru), Feroz Shah

Kotla (Delhi), and Eden Gardens (Kolkata) in India.

Jio appsIn May 2016 , Jio launched a bundle of multimedia apps on Google Play as part of its upcoming

4G services. While the apps are available to download for everyone, a user will require a Jio SIM

card to use them. Additionally, most of the apps are in beta phase. Following is a list of the apps:

MyJio - Manage Jio Account and Digital Services associated with it

JioPlay - A live TV channel service

JioOnDemand - An online HD video library

JioChat Messenger - An instant messaging app

JioBeats - A music player

JioJoin - A VoLTE phone simulator

JioMags - E-reader for magazines

JioXpressNews - A news and magazine aggregator

JioSecurity - Security app

JioDrive - Cloud-based backup too

JioMoney Wallet - An online payments/wallet app.

JIO MIFI WIFI ROUTER

JIO PREVIEW OFFER FOR HP LAPTOPS:

3 Months Free Unlimited 4G Internet (Connected with 31 Devices)

3 Months Free Unlimited Calling (At any network)

3 Months Free Unlimited SMS

Life time Roaming Free (All India)

Registration in E-mail is compulsory

Available in Reliance store and Digital mini express store.

JIO PREVIEW OFFER (JPO)

3 Months Free Unlimited 4G Internet in LYF smartphones and others all 4G

smarthphones (Samsung,Micromax,Karbon,Lava,HTC,Gioni etc.)

3 Months Free Unlimited Calling (At any network)

3 Months Free Unlimited SMS

Life time Roaming Free (All over India)

2 Years Warranty (LYF handsets only)

Branding and Marketing

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

ambassador.

CHAPTER-2

LITERATURE REVIEW

Abhishek Kumar Singh and Malhar Pangrikar (2013) did a study titled “A Study Report, to Find

out Market Potential for 4G Businesses in Pune”. The Report is all about “Study of market

potential for 4G business in pune” and also to know about the customer perceptions and attitudes

towards their current service provider. Satisfaction level of the customers was also judged. The

customer expectations were analyzed thoroughly. Major factors considered in research are: what

are the needs of the companies based on the data services usage, major player in internet

services, and support to customers. The research was conducted on companies mainly from

Industries like IT, Education, Manufacturing and others which are located in Pune city. It is clear

from the survey done that Reliance & Tata are Leading Internet service Provider; they are

providing products like Data Card, Broadband etc to the corporate end users. Most of the

companies are getting internet speed form 1MBPS-4MBPS. Most of the companies are having

good perception about 4 G and are willing to switch to it from their current service provider.

Speed of 4G is around than 30 to 35 MBPS, is going to boom the Market. Because majority of

the companies are facing Speed problem with their current ISP.

4G spectrum is a research item for next-generation wide-area cellular radio,which focuses on 4G

technologies, 4G networks and 4G systems. 4G technologies shall include three basic areas of

connectivity which are personal area networking (such as Bluetooth), local high-speed access

points on the network such as wireless technologies and cellular connectivity.

At the moment, many companies have established projects for 4G systems developmet.

4G can provide services for a wide range of speed facility that support global roaming and each

company will be able to interact with internet-based information and available in every part of

country.

In this literature review. the consumer perceptions about 4G services in Pune. The objectives of

the study was (1) to find the most influencing factor in selection of service provider, and (2) to

measure customer perception and satisfaction as regards the 4G service provided. The study on a

4G indicated that some problems exist that deserve the attention of the company.The company

needs to bridge the gap between the services promised and 4G services offered. And to conclude,

“Delivering service without measuring the impact on the customer is like driving a car without a

windshield”

.

At 4G,The Company have always sought to enhance value for you as a customer by providing

you the most relevant and easy to use services through innovation and by harnessing the latest

developments in technology. In line with this strategy, constantly introduced 4G innovative

services to suit customer unique needs and wants. These 4G trends in the market and among

customers generate a demand for high speed and more rapidly changing services and also

expectation for a different approach to technology development.

As well as imposing requirements in terms of 4G technology development, trends such as mass

individualization call for a responsive answer to a sharply increasing market demand. Successful

growth and diffusion of 4G services is focusing customer satisfaction on how mobile relates to

4G networks. Accordingly, it is necessary for company to review current frameworks in those

instances where changes might impede the offering of certain aspects.

Consumer perception about 4G much more volatile, much less predictable and increasingly

concerned with instant gratification. The expectation is that in due course this trend towards

individualization will become a more important factor in the emerging markets too, particularly

in the every areas.In future, 4G services over mobile networks and company need to review

current regulatory frameworks to enhance innovation and competition in the market of these

services.

customer satisfaction is a measure of how 4G services supplied by a company meet customer

expectation. In today’s tough economic climate all companies need to improve efficiency and,

even in midsize firms that usually mean coordinating large quantities of information. However,

technology and thinking has progressed and, many of user nowadays using 4G services.

Customer satisfaction is defined as a customer’s overall evaluation of the performance of an

offering to date. This overall satisfaction has a strong positive effect on customer loyalty

intentions across a wide range of 4G service s.

Many companies have been gaining rising popularity due to the advances in 4G technologies and

the large increase in the number of its users. The companies that expand beyond services and

develop a content distribution platform will win customers’s expectation. Companies couldnot

follow constant rules to be successful in potential markets. There is not a list of actions that lead

companies to more profit or more customer satisfaction.Because 4G services are increasingly

spread out all over India.And every customer are preferred these 4G services.

This satisfaction has positive influences on retaining customers among different variety of 4G

services. Satisfaction refers to achieving the things we want. If satisfaction interprets as "not

going wrong" the firm should decrease complaint which by its own is not sufficient. In order to

satisfy customers, company should improve its 4G services. Customers with less expectation are

more satisfied, companies by adding innovative 4G features would easily increase customer

satisfaction. Customer retention is directly influenced by customer satisfaction. Retention is a

major challenge particularly in internet based services, as customers can easily switch from one

service to another at low cost. Customer satisfaction is the key factor determining how

successful the company will be in competitive market,therefore it is very important to measure it.

To better manage customer satisfaction, company spend millions on effectively tracking the

methods that guarantee customer satisfaction, because the quantitative measurement of customer

satisfaction is a great help for comprehensively measuring the effect of 4G on customer

satisfaction.

Customer satisfaction, as we discussed before, has the most important effect on customer

perception and in order to narrowing down we focus on 4G service as one of the customer

satisfaction’s factors. The aim of the company is to find the most important service dimensions

that affect customer satisfaction.

To have a thorough satisfaction firstly the company is needed to bring satisfied customers which

leads to loyal customers and by preparing all this, good services would be followed which

influenced on Customer satisfaction and make them loyal in future.

CHAPTER-3

METHODOLOGY

Objective Of The Study

To study of customer satisfaction level on Reliance JIO products & services.

Scope of the studyThis study covers the mindsets of customers about Reliance JIO in the areas of Delhi.

The study makes effort to ascertain the satisfaction level of customer of Reliance JIO.Through

survey So that company would be able to come up to the expectation level of its customer.

The company can come up to the expectation only by finding out the problem that customer are

facing during their purchase of Reliance JIO products.

The subject has been taken for the research as it plays key role in the success of Telecom sector.

No company can think of selling their product without having satisfied customer. No company

can survive in long run without coming up to the satisfaction level of customer.

In short it is the level of satisfaction that is link between end-user and company. As long as the

company is able to satisfy its customer, customer would remain in the bracket of loyal customer.

Hence it is very essential to understand the customer satisfaction and to measure the satisfaction

level time to time as there is always scope of improvement.

The research will also be beneficial in analyzing the overall market position of the company and

measures which should be adopted by the Reliance JIO to increase their market share in the

region of Delhi.

Sources for Data Collection

The purpose of the methodology is to design the research procedure. This includes the overall

design, the sampling procedure, the data collection method and analysis procedure.

Marketing research is the systematic gathering recoding and analyzing of data about problem

retaining to the marketing of goods and services.

The essential purpose of marketing research is to provide information, which will facilitate the

identification of an opportunity of problem situation and to assist manager in arriving at the best

possible decisions when such situations are encountered.

Basically there are two types of researches, which according to their applicability, strength,

weaknesses, and requirements used before selecting proper type of research, their suitability

must be seen with respect to a specific problem two general types of researches are exploratory

and conclusive.

Sample SizeSample size refers to the numbers of respondents researcher have selected for the survey.

I have selected 50 sample units from market and individual customers.

Sampling TechniqueThe sample design provides information on the target information and final sample sizes. I used conveyed

convenient sampling surveyed in research.

Sampling Area:While conducting sample,I went many places of Delhi such as Rajiv chowk, Janakpuri etc.

Data collection tool

I have used Questionnaire, as the research instrument to conduct the market survey. The

questionnaire consisted closed ended questions designed in such a way that it should gather

maximum information possible.

The questionnaire was a combination of 15 questions. If choices are given it is easier for the

respondent to respond from the choices rather they think and reply also it takes lesser time.

Because the keep on responding and one has tick mark the right choice accordingly.

Data was collected through two sources:

Primary Source: Primary data was collected directly from the customers through a questionnaire.

Secondary Source: The secondary source was the company website and my colleagues.

Method of samplingConvenient sampling is used to do sampling as all the customers in the sites are Surveyed..

Data AnalysisData analysis was done mainly from the data collected through the customers. The data

Collected from secondary sources is also used to analyse on one particular parameter.

Qualitative analysis was done on the data collected from the primary as well as secondary

Sources.

CHAPTER-4

DATA ANALYSIS AND

INTERPRETATION

PART-1

Gender of respondents

Age % of respondents No. of respondents

Male 46 23

Female 54 27

Table 2

Fig 1

INTERPRETATION

54% of the selected respondents is female i.e 27.

46% of the respondent is male i.e 23.

Occupation of the respondents

Occupation % of respondents No. of respondents

Students 64 32

Business man 14 7

Service Employee 12 6

Housewife 10 5

Table 3

Fig 2

INTERPRETATION

64% of the respondents are Students.

14% of the respondents are Businessmen.

12% of the respondents are from Service employee

10% of the respondents are Housewife

Age group of respondents

Age % of respondents No. of respondents

Below 20 8 4

20-30 64 32

30-40 12 6

Above 40 16 8

Table 4

Fig 3

INTERPRETATION: 8% of the respondents are below the age of 20.

64% of the respondents are between the age group 20 – 30.

12% of the respondents are between the age group 30 – 40.

16% of the respondents are above 40 years of age.

PART 2

Since when respondents are using Reliance JIO?

Users % of respondents No. of respondents

Less than 3 month 40 20

3-4 months 42 21

More than 4 months 18 9

Non users 0 0

Table 5

Fig 4

INTERPRETATION: 40% of respondents are using jio for less than 3 months

42% of respondents are user of jio for 3-4 months.

18% of respondents are user of jio more than 4 months.

0% of respondents are Non user.

From which source respondents came to know about Reliance JIO?Sources % of respondents No. of respondents

Television 52 26

Internet 34 17

Newspaper 12 6

Radio 2 1

Table 6

Fig 5

INTERPRETATI

ON: 52% of respondents are known by Television

34% of respondents are known by Internet

12% of respondents are Newspaper.

2% of respondents are Radio.

Which feature of Reliance JIO convinced respondents to use this?

Convincing factor % of respondents No. of respondents

Connectivity 14 7

Scheme 44 22

Advertisement 18 9

Goodwill 24 12

Table 7

Fig 6

INTERPRETATION: 14% of respondents are convinced with connectivity.

44% of respondents are convinced with scheme.

18% of respondents are convinced with Advertisement.

24% of respondents are convinced with goodwill.

Which service do respondents like most while using the Reliance jio

services?

services % of respondents No. of respondents

Data services 45.1 23

Call rate 45.1 23

Network coverage 3.9 3

Value added services 5.9 2

Table 8

Fig 7

INTERPRETATION: 45.1% of respondents are in favour of Data services.

45.1% of respondents are in favour of Call rates.

3.9% of respondents are in favour of Network coverage.

5.9% of respondents are in favour of Value added services

Why did respondents choose this service provider?

Choose the service % of respondents No. of respondents

Unlimited calling services 46 23

Unlimited Data services 38 19

Unlimited sms services 14 7

others 2 1

Table 9

Fig 8

INTERPRETATION: 46% of respondents are chosen to Unlimited calling services.

38% of respondents are chosen to Unlimited Data services..

14% of respondents are chosen to Unlimited Sms services..

2% of respondents are chosen to All services.

Have respondents called anytime at customer care?

Respondents % Of respondents No. of respondents

Yes 59.2 27

No 40.8 23

Table 10

Fig 9

INTERPRETATIONS

59.2% of respondents calls at customer care

40.8 of respondents don’t call at customer care

If Yes, how often respondents call at customer care?

% of respondents No. of respondents

Daily 0 0

Once in week 4.3 1

Once in month 43.5 10

Rarely 52.2 12

Table 11

Fig 10

INTERPRETATION: 0% of respondents calls customer care daily.

4.3% of respondents calls customer care weekly.

43.5% of respondents calls customer care monthly.

52.2% of respondents calls customer care rarely.

For what reason do respondents call customer care?

% of respondents No. of respondents

Value added services 23.8% 5

Schemes 23.8% 5

Complaints 52.4 11

Others 0% 0

Table 12

Fig 11

INTERPRETATION: 23.8% of respondents are made call for value added services.

23.8% of respondents are made call for new schemes.

52.4% of respondents are made call for complaints.

0% of respondents are made call for other queries.

Rate the following Reliance JIO services on basis of respondents

satisfaction?

Services Excellent Very Fairly Average Poor

good Good

Network

coverage

Data service

Calling service

Value added

services

Customer care

New schemes

and offers

Table 13

Fig 12

INTERPRETATION

1. Network coverage

7 respondents feel that network coverage of Reliance JIO is excellent.

29 respondents feels network coverage of Reliance JIO is very good.

8 respondents feels network coverage of Reliance JIO is fairly good.

3 respondents feels network coverage of Reliance JIO is average.

3 respondents feels network coverage of Reliance JIO is poor

2. Data Services

4 respondents feel that Data Services of Reliance JIO is excellent.

13 respondents feels Data services of Reliance JIO is very good.

21 respondents feels data services of Reliance JIO is fairly good.

3 respondents feels data services of Reliance JIO is average.

9 respondents feels data services of Reliance JIO is poor

3. Calling Services

3 respondents feel that of Calling services Reliance JIO is excellent.

16 respondents feels calling services of Reliance JIO is very good.

18 respondents feels calling services of Reliance JIO is fairly good.

7 respondents feels calling services of Reliance JIO is average.

6 respondents feels calling services of Reliance JIO is poor

4. Value Added services

3 respondents feel that of value added services Reliance JIO is excellent.

20 respondents feels value added services of Reliance JIO is very good.

22 respondents feels value added services of Reliance JIO is fairly good.

2 respondents feels value added services of Reliance JIO is average.

3 respondents feels value added services of Reliance JIO is poor

5. Customer Care

4 respondents feel that of customer care Reliance JIO is excellent.

8 respondents feels value customer care of Reliance JIO is very good.

29 respondents feels value customer care of Reliance JIO is fairly good.

7 respondents feels customer care of Reliance JIO is average.

2 respondents feels customer care of Reliance JIO is poor

6. New schemes and offers

6 respondents feel that of new schemes and offers Reliance JIO is excellent.

21 respondents feels value new schemes and offers of Reliance JIO is very good.

20 respondents feels new schemes and offers of Reliance JIO is fairly good.

3 respondents feels new schemes and offers of Reliance JIO is average.

What should be improved in Reliance Jio services?

% of respondents No. of respondents

Network coverage 22.4 11

Data Services 49 24

Calling services 55.1 27

Value added services 10.2 5

Customer care 18.4 9

New schemes and offers 4.1 2

Table 14

Fig 13

INTERPRETATION

11 respondents wants to improve network coverage in Reliance Jio.

24 respondents wants to improve data service in Reliance Jio.

27 respondents wants to improve calling services in Reliance Jio.

9 respondents wants to improve Customer care facility in Reliance Jio.

5 respondents wants to improve value added services in Reliance Jio.

2 respondents wants new schemes and offers in Reliance Jio.

Are respondents satisfied with Reliance JIO services?

Satisfaction level % Of respondents No. of respondents

Yes 78 39

No 22 11

Table 15

Fig 14

INTERPRETATION: 78% of respondents are satisfied.

22% of respondents are not satisfied.

Would respondents recommend Reliance JIO to others?

% Of respondents No. of respondents

Yes 62 31

No 14 7

Maybe 24 12

Table 16

Fig 15

INTERPRETATION: 62% of respondents will reccommed jio to other

14% of respondents are will not recommended jio to others.

24% of respondents are not sure about it.

Are respondents using any other service provider than Reliance JIO?

% Of respondents No. of respondents

Yes 88 44

No 12 6

Table 17

Fig 16

INTERPRETATION 88% of respondent are also using other service provider than Reliance JIO

12% of respondents are using Reliance JIO only.

If yes, which one.

% of respondents No. of respondents

Airtel 33.3 15

Idea 17.8 8

Vodafone 20 9

BSNL 15.6 7

Aircel

13.3

6

Table 18

Fig 17

INTERPRETATION 33.3% of respondents uses airtel with Reliance JIO.

17.8 % of respondents uses idea with Reliance JIO.

20% of respondents uses vodafone with Reliance JIO.

15.6% of respondents uses BSNL with Reliance JIO.

13.3% of respondents uses aircel with Reliance JIO.

In comparison to Reliance JIO do respondents find service of any

service provider better or not.

% Of respondents No. of respondents

Yes 61.7 29

No 29.8 14

Maybe

8.5

4

Table 19

Fig 18

INTERPRETATION 61.7% of respondents finds the services of other service provider better than Reliance

JIO.

29.8% of respondents finds the services of Reliance JIO better.

8.5% of respondents are not sure about it,

CHAPTER 5

FINDINGS

The following are the findings of the study.

1.While conducting the survey,I found that most of 78% respondents are satisfied with Reliance JIO,and 22% of respondents are not satisfied. Because still they have network problem in some areas.2.Reliance JIO has wide market captured in Delhi as LYF handsets are highly demanded in the market by its customers.3. Most customers purchased JIO because of its free services

4.Customers are nearly satisfied with the 4G unlimited services as comparison to others services.5.Reliance JIO is the market leader in Delhi areas, all the customers are preferably happy with its products & services.6.Reliance JIO is enhanced the potential market share in Delhi.7.Wide network coverage is available in Delhi areas according to the customers.8. JIO services are highly effective in Delhi as the no. of calls made to the customer service center are low.At last it can be said that there are a lot of scope of Reliance jio market in near future

SUGGESTIONS

1.In today’s era the Reliance JIO must focus on rural areas to get the people attention and gather

the rural people interest.Because most of rural people are not having the knowledge about

Reliance JIO.

2.Spread out the awareness about Reliance JIO in deep rural areas.

3.Replenish the products on Retailer’s shop on right time,where it is lacking.

4.Remove(exterminate) the problem of calling congestion & call drop.

5.Make the advertisement of Reliance JIO by putting hoardings,boards,posters,and neon

(electric) sign boards in every areas.It should be highlighted punch line”LYF DEKHO LYF

JAISI”.

6.Get the feedback from existing customers about Reliance JIO and take the reference for

making new customers.

8.Reliance JIO should try building a good relationship with all retailers,praise,recognition &

honour on several occasion for our retailers would help a lot.

9.The customer care people and also employees in Reliance JIO should try to convey brand

Reliance JIO while talking to people.

10. Enhance the market penetration & shares in every market and give the high competition to

others company.

LIMITATIONS

1. The first problem I faced is in getting the co-operation of the customers. Many of the

respondents I approached did not agree to the need and utility of the project and hence did not

agree to provide me with information.

2. The behavior of the customer is unpredictable which may result in the lacking of accuracy in the

data.

3. As the sample size of the survey was so small and comprise of only 50 customers, the results

may have some prone to errors.

4. Study accuracy totally based upon the respondents response.

5. Stipulated short span of time for survey.

CONCLUSION

Reliance JIO has become a very successful brand in India & providing customer satisfaction is

to be there main motive.It provides unlimited free calling and data services & SMS on the move

as people are more dependent on it in their daily lives like wide network coverage and good 4G

services.Because 3G services was unable to meet out customer needs and wants.That’s why 4G

has been evolved for Indian customers.

Reliance JIO possesses congestion free & wide network coverage, attractive 4G schemes &

customer services as well as lifetime roaming free services.

Providing customer satisfaction is the most crucial step of the company as they are to be satisfied

and provides Internet access on the move such as Wide network coverage and good 4G services

as they are important and technology advanced stuff required by almost everybody in today’s

environment,

Reliance JIO is a home brand company and a very emerging brand in India and will be

successful in overseas market in upcoming years. It possesses congestion free & wide network,

attractive 4G schemes & customer services to cover one of the widest areas.

From the details it can be concluded that 75% of Reliance JIO users preferred to remain with

Reliance JIO and fully stisfied. Also good number of customers who are willing to switch from

their respective subscribers showed interest in Reliance JIO.Reliance JIO is capturing the wide

area of Indian markets increasingly day by day.Hence, these statistics imply a bright future for

the company.It can be said that in near future, the company will be booming in the telecom

industry.

BIBLIOGRAPHY

Referred Books: Kothari. C.R (2004): Research Methodology Methods & Techniques‟, New Age International

Publishers, New Delhi, 2nd Edition.

Principles of Marketing –Philip Kotler & Kevin keller edition 12

Market Research – D.D. Sharma

Books & magazine on mobile communication-Kamil Sh. Zigangirov.

Articles: Mukesh Ambani's son Akash Ambani joins Reliance Industries; begins at telecom

arm Reliance Jio, The Economic Times

Reliance Jio Infocomm launches 4G services for employees , The Economic Times,

December 27, 2015, retrieved December 29, 2015

Reliance Industries buys 95% stake in IBnfotel Broadband for Rs 4,800 cr , The

Economic Times Business Line

Reliance Jio employees to get freebies, discount on 4G service , Gadgets 360 -

NDTV, December 25, 2015, retrieved December 29, 2015

Reliance to launch Jio by Dec, set to kick off pricing war , Business Standard

Web Sites: https://www.mylyf.com/smartphones at 12:30 A.M

http://www.mysmartprice.com/mobile/pricelist/lyf-mobile-price-list-in-

india.html#subcategory=mobile&property=200088-6753566 at 3:20 A.M

https://jiocare.net/preview-offer-compatible-devices/ at 7:20 P.M

https://www.jio.com/preview/jiofi at 9:40 P.M

https://www.jio.com/en-in/apps/my-jio at 9:40 P.M

http://www.news18.com/news/tech/reliance-jio-prime-plans-full-tariff-list-

here-and-all-details-you-need-to-know-1354939.html at 9:50 P.M

ANNEXURE

ANNEXUREName

Gender Male

Female

Occupation Student

Businessmen

Service employee

Housewife

Age Below 20

20-30

30-40

Above 40

Contact no. (Optional)

Questionnaire1.Since when you are using RELIANCE JIO

Less than three month

3-4 months

more than 4 months

Non users

2.From which source you came to know about Reliance JIO? Television

Internet

Newspaper

Radio

3. Which feature of Reliance jio convinced you to use this?

Connectivity

Schemes

Advertisements

Goodwill

4.Which service do you like most while using the Reliance jio services?

Data services

Call rate

Network coverage

Value added services

5. Why did you choose this service provider

Unlimited calling services

Unlimited Data services

Unlimited sms services

All services

6. Have you called anytime at customer care?

Yes

No

7. If Yes,how often you call at customer care?

Daily

Once in week

Once in month

Rarely

8. For what reason do you call customer care?

Value added services

Information regarding new schemes

Complaints

Other queries

9. Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very

good

Fairly

good

Average Poor

Network

coverage

Data service

Calling service

Value added

services

Customer care

New schemes

and offers

10.What should be improved in Reliance JIO services?

connectivity

data services

calling services

value added services

customer care

New scheme and offers

11. Are you satisfied with Reliance JIO services?

yes

no

12. Would you recommend JIO to others?

a)Yes

b)No

c) maybe

13. Are you using any other service provider then Reliance JIO

yes

no

14. If yes, which one.

Airtel

idea

Vodafone

BSNL

Aircel

15. In comparison to Reliance JIO do you find the service of any other service provider better or

not

yes

no