A

SUMMER TRAINING PROJECT REPORT

ON

“CUSTOMER SATISFACTION TOWARDS RELIANCE JIO”

SUBMITTED IN THE PARTIAL FULFILMENT FOR THE

REQUIREMENT OF THE AWARD OF DEGREE OF

MASTER OF BUSINESS ADMINISTRATION (MBA)

(2015-2017)

INSTITUTE OF MANAGEMENT & RESEARCH

8th MILESTONE, DELHI-MEERUT ROAD, DUHAI, GHAZIABAD

Under the Guidance of: Submitted By: Dr. Anandita Tyagi Rajan Darlami(Faculty of Management dept.) 1503970039

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STUDENT DECLARATION

This is to declare that this Summer Training Project report on “Customer satisfaction towards

Reliance Jio” is a record of genuine work done by me under the guidance of Dr. . ANANDITA

TYAGI. Faculty of management in IMR, gzb in the partial fulfillment of the requirement for

Master of Business Administration.

I declare that this Summer Training project report is original and not submitted to any

other university before.

Signature of the Student:

Student’s Name : Rajan Darlami

Roll No. : 1503970039

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ACKNOWLEDGEMENT

while conducting this report, I got support in many ways from many people. First, I am

deeply grateful to my project guide, Mr. Shekhar Chauhan (Jio Centre Manager) Reliance

Jio Infocomm Ltd., Muradnagar, GHAZIABAD who helped me with full devotion and

always supported me earnestly whenever it was needed. Without his guidance, mental & moral

support and academic inputs this report was not possible.

This Training report could never have seen the light of the day without his co-operation of

those Clients who participated in this. I am thankful to all of them for giving me their valuable

time.

I am also thankful to Project Coordinator Dr. Anandita Tyagi (Faculty of IMR) for overall

guidance and help.

My friends have been biggest support for me at every juncture of life. They manifested their

great interest in my research work also and always tried to make things easy for me.

A word of gratitude goes to my family members whose love; affection and understanding have

enabled me to complete this endeavour with ease.

At the end, I thank to Almighty for giving me courage and strength to conduct this project report.

( RAJAN DARLAMI )

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PREFACE

Master of Business Administration (M.B.A.) programme is one of the most reputed

professional courses in the field of management. This course includes both theory and its

applications as per contents of its curriculum.Summer Training project report is an integral part

of Master of Business Administration programmed of Institute of Management and

Research. It gives exposure to our practical knowledge and also to get interact with the various

aspects of present market conditions. Each student is required to undergo practical training,

after the completion of second semester examination.

The Training project programmers are designed to give the managers the future of the

corporate happenings and work culture. The real life situation is really different from the

stimulated exercise enacted in an artificial environment inside. The Training project

programmers are designed, so that the managers or tomorrow do not feel when the time comes

to take responsibilities.

The Training project report presented here is a result of my hard work. This project helps

me to learn about of working in Telecom Sector.

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TABLE OF CONTENTS

S.No. Description Page No.

A Student Declaration

B Acknowledgement

C Preface

D Executive Summary

1. Introduction of the topic 8-10

2. Industry profile 11-19

3. Company profile 20-42

4. Literature review 43-47

5. Introduction to the problem 48-52

6. Scope of the study 53-54

7. Objective of the study 55-56

9. Research methodology 57-60

10. Data analysis and Data presentation 61-79

11. Findings 80-81

12. Limitation 82-83

13. Conclusion 84-85

14. Suggestions 86-87

15. Bibliography 88-89

16. Annexure 90-94

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EXCEUTIVE SUMMARY

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EXECUTIVE SUMMARY

This Summer Training project report is based on telecom sector as the telecom sector is growing

at a very good pace.

This project titled on “Customer Satisfaction Towards Reliance JIO” is being conducted to

identify factors and provide revolutionary 4G LTE coverage and high speed Wi-Fi services of

Reliance JIO at all parts of Muradnagar city.

RJIL (Reliance Jio Infocomm Ltd.) has successfully demonstrated legal interception and

monitoring rules compliance of its 4G network for high speed wireless internet, phone calls,

video and messaging service across country.

To identify all the below buildings in work scope area and establish contacts with the

building owner/association and explain them the benefits of high speed internet and 4G

connectivity.

All G+5 (ground floor +five floors) and above buildings

Shopping malls

Hospitals

Hotels

Colleges

To capture all the details of the building. The variables are involved in this project

1. Area

2. Address

3. Building Name

4. Number of Floors

5. Type (commercial, residential, both, Hotel, Hospital)

6. Latitude &Longitude {By using Smart phone app}

7. Number of Home passes

7

INTRODUCTION OF THE TOPIC

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After the globalization of India economy in 1991 the telecommunication sector remained

one of the most happening sectors in India. The recent years witnesses rapid and dramatic

changes in the field of telecommunications. In the last few years more and more companies both

foreign, domestic, come into cellular service, service market and offers large number of services

to the people.

A consumer may be referred to anyone engaged in evaluating, acquiring, using or disposing of

services which he expects will satisfy his wants. If any producer makes out the marketing

programmer ignoring the consumer preferences, he cannot possibly achieve his ultimate

objectives. A manufacturer must plan his production and distribution to suit the consumer’s

convenience rather than his own. Therefore a marketer must know more and more about the

consumers, so that the products can be produced in such a fashion to give satisfaction to them.

In the year of 1989, the number of cell phone users in India was zero. In the year of

1999 the number of cell phone users has gone up by 13 lakh. In the year of 2000 the number of

cell phone users has risen by one million. Indian telecom sector added a staggering 227.27

million wireless mobile users in the 12 months between March 2010 and March 2011, while the

overall teledensity has increased to 81.82% as of 30 November 2015, and the total numbers of

telephone phone users (mobile & landline) have reached 1009.46 million as of May,2015.Now

currently telephone subscriber (mobile & landline) is 1058.01 million (May 2016).

The company is reconfiguring to meet the growing demand for mobile services.It will

differentiate our mobile services from our competitors through ongoing investment in

technology, distribution and customer services, providing both a great customer experience and

competitive value.

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The company is updating our retail footprint to a new Reliance JIO concept delivering a

differentiated customer experience. A core part of our promise to customers is to ensure that

their technical experts in store transfer all their personal data to their new LYF phone allowing

them to walk out of the store with their phone fully functional. Extensive trials of our new

concept store across all markets have shown significant increases in both sales and customer

satisfaction. The new concept will be rolled out globally over the next upcoming years.

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INDUSTRY PROFILE

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INDUSTRY PROFILE

India has a fast-growing mobile services market with excellent potential for the future. With

almost five million subscribers amassed in less than two years of operation, India's growth tempo

has far exceeded that of numerous other markets, such as China and Thailand, which have taken

more than five years to reach the figures India currently holds. The number of mobile phone

subscribers in the country would exceed 50 million by 2010 and cross 300 million by 2016,

according to Cellular Operators Association of India (COAI).

According to recent strategic research by Frost & Sullivan, Indian Cellular Services Market, such

growth rates can be greatly attributed to the drastically falling price of mobile handsets, with

price playing a fundamental role in Indian subscriber requirements. Subscribers in certain

regions can acquire the handset at almost no cost, thanks to the mass-market stage these

technologies have reached internationally. The Indian consumer can buy a handset for $150 or

less. This should lead to increased subscribership. This market is growing at an extremely fast

pace and so is the competition between the mobile service providers.

With the presence of a number of mobile telephony services providers including market leaders

like Airtel, Reliance, Idea Cellular, BSNL etc. who are providing either of the two network

technologies such as Global System for Mobile Communications (GSM) and Code Division

Multiple Access (CDMA). In cellular service there are two main competing network

technologies: Global System for Mobile Communications (GSM) and Code Division Multiple

Access (CDMA). Understanding the difference between GSM and CDMA will allow the user to

choose the preferable network technology for his needs.

Global System for Mobile Communication (GSM) is a new digital technology developed by the

European community to create a common mobile standard around the world. It helps you

achieve higher sell capacity and better speech quality and one can enjoy crystal clear reception

on ones mobile phone. It automatically solves the problem of eavesdropping on ones calls.

Before analyzing the telecom licensing framework in India, it is imperative that one must

examine what is a license. License issued by the government is an authority, given to a person

upon certain conditions to do something which would have been illegal or wrongful otherwise.

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For example, a driver’s license issued by the government, gives the authority to a person to drive

a motor vehicle. There are three main types of license fee which the government charges: (I)

initial license fee, which generally is non-refundable, (ii) annual license fee, and (iii) additional

fee for allocation of spectrum.

Licensing framework has been an integral part of India’s telecommunication law. Under the

Indian Telegraph Act, 1885, section 4 gives power to the government to grant license to any

person to establish, maintain or use a telegraph. 

Code Division Multiple Access (CDMA) describes a communication channel access principle

that employs spread spectrum technology and a special coding scheme (where each transmitter is

assigned a code). It is a spread spectrum signaling, since the modulated coded signal has a much

higher bandwidth than the data being communicated. CDMA is the current name for mobile

technology and is characterized by high capacity and small cell radius. It has been used in many

communication and navigation systems, including the Global Positioning System and the

omnitracs satellite system for transportation logistics.

Indian mobile telephony market is increasing day by day and there is more to happen with

technological up gradations occurring nearly every day and the ever-increasing demand for easier and

faster connectivity, the mobile telephony market is expected to race ahead.

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NATIONAL TELECOM POLICY 1994 (NTP 1994):-

The National Telecom Policy was announced in 1994 which aimed at improving India's

competitiveness in the global market and provide a base for a rapid growth in exports. This

policy eventually facilitated the emergence of Internet services in India on the back of

established basic telephony communication network. This policy also paved way for the entry

of the private sector in telephone services.

The main objectives of the policy were:

To ensure telecommunication is within the reach of all, that is, to ensure availability

of telephone on demand as early as possible

To achieve universal service covering all villages, that is, enable all people to access

certain basic telecom services at affordable and reasonable prices

To ensure world-class telecom services. Remove consumer complaints, resolve

disputes and encourage public interface and provide a wide permissible range of

services to meet the demand at reasonable prices

To ensure that India emerges as a major manufacturing base and major exporter of

telecom equipment

To protect the defence and security interests of the nation.

The policy also announced a series of specific targets to be achieved by 1997 and further

recognized that to achieve these targets the private sector association and investment would be

required to bridge the resource gap.

Thus, to meet the telecom needs of the nation and to achieve international comparable

standards, the sector for manufacture of telecom equipment had been progressively relicensed

and the sub-sector for value-added services was opened up to private investment (July 1992) for

electronic mail, voice mail, data services, audio text services, video text services, video

conferencing, radio paging and cellular mobile telephone. The private sector participation in the

sector was carried out in a phased manner. Initially the private sector was allowed in the value

added services, and thereafter, it was allowed in the fixed telephone services. Subsequently,

VSAT services were liberalized for private sector participation to provide data services to

closed user groups.

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Establishment of TRAIThe entry of private players necessitated independent regulation in the sector; therefore, the

TRAI was established in 1997 to regulate telecom services, for fixation/revision of tariffs, and

also to fulfil the commitments made when India joined the World Trade Organization (WTO) in

1995. The establishment of TRAI was a positive step as it separated the regulatory function

from policy-making and operation, which continued to be under the purview of the DoT2.

The functions allotted to the TRAI included:

a. To recommend the need and timing for introduction of new service provider

b. To protect the interest of customers of telecom services

c. To settle disputes between service providers

d. To recommend the terms and conditions of license to a service provider

e. To render advice to the Central government on matters relating to the development of

telecommunication technology and any other matter applicable to the telecommunication

industry in general.

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NEW TELECOM POLICY 1999 (NTP 1999):-

In recognition of the fact that the entry of the private sector, which was envisaged during NTP-

94, was not satisfactory and in response to the concerns of the private operators and investors

about the viability of their business due to non realization of targeted revenues the government

decided to come up with a new telecom policy. The most important milestone and instrument of

telecom reforms in India is the New Telecom Policy 1999 (NTP 99). The New Telecom Policy,

1999 (NTP-99) was approved on 26th March 1999, to become effective from 1st April

1999.Moreover, convergence of both markets and technologies required realignment of the

industry. To achieve India’s vision of becoming an IT superpower along with developing a

world class telecom infrastructure in the country, there was a need to develop a new telecom

policy framework. Accordingly, the NTP 1999 was framed with the following objectives and

targets:

Availability of affordable and effective communication for citizens was at the core of the

vision and goal of the new telecom policy

Provide a balance between provision of universal service to all uncovered areas,

including rural areas, and the provision of high-level services capable of meeting the

needs of the economy

Encourage development of telecommunication facilities in remote, hilly and tribal areas

of the nation

To facilitate India’s journey to becoming an IT superpower by creating a modern and

efficient telecommunication infrastructure taking into account the convergence of IT,

media, telecom and consumer electronics

Convert PCOs, wherever justified, into public telephone information centers having

multimedia capability such as ISDN services, remote database access, government and

community information systems etc.

To bring about a competitive environment in both urban and rural areas by providing

equal opportunities and level playing field for all players

Providing a thrust to build world-class manufacturing capabilities and also strengthen

research and development efforts in the country

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Achieve efficiency and transparency in spectrum management

Protect the defense and security interests of the country

Enable Indian telecom companies to become global players.

In line with the above objectives, some of the specific targets of the NTP 1999 were:

Make available, telephone on demand by 2002 and achieve a tele density of 7% by 2005

and 15% by 2010

Encourage development of telecom in rural areas by developing a suitable tariff structure

so that it becomes more affordable and by also making rural communication mandatory

for all fixed service players and thus

o Achieve a rural tele density of 4% by 2010 and provide reliable transmission

o media in all rural areas.

Players in the market

 

BSNL is the market leader with a 67.7 per cent share followed by MTNL with 11.5 per

cent market share. Next is Bharti Airtel at 10.9% followed by Tata and Reliance at 5%

and 4.1% respectively.

BSNL as a company is growing and showed annual revenues of approximately $4.5

billion as of 2014. BSNL is serving more than 125 million customers across the country

and is catalyst in checking the price point for telecom services.

 

Also, with the government intensifying its rural focus, only BSNL can turn into reality

the next wave of rural telecom penetration.

 

BSNL is a 100% Central Government entity and employees with BSNL are entitled to get

salaries and perks as decided by Government of India and not by BSNL

 

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However both, MTNL and BSNL are plagued by declining revenues coupled with high

costs. BSNL has massive infrastructure, manpower, systems, and 80 per cent of landlines

and 90 per cent of broadband connections in India are operated by it.

 

“Vodafone is investing nearly US$ 3 billion over the next two years in India in expanding

its network infrastructure and distribution channel in the country,” as per Vittorio Colao,

CEO, Vodafone Plc.

BlackBerry plans to set up enterprise solutions centres to educate corporate customers

about various BlackBerry Enterprise Service (BES) 10 solutions. "India is one of the

fastest growing markets in terms of smartphone and mobile data adoption,” said

according to Sunil Lalvani, Managing Director (MD), BlackBerry India.

 

Tata Teleservices plans to set up nearly 4,000 wi-fi hotspots in nine cities across the

country in the next two years.

 

Booming sectors

 

The tide has turned for the telecom sector in India, as growth and profitability has

accelerated in recent times. Tower companies are reaping benefits of a turnaround in the

sector as operators have started investing in networks to boost data penetration.

 

However it is in the country’s booming mobile segment in which the major battles are

being fought. Three major private players – Bharti airtel, Reliance and Vodafone - with a

formidable 54% share of the market between them, lead a large field of mobile operators.

State-owned enterprises –BSNL and MTNL – have also been making their presence felt

with a combined market share of 12%.  

 

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A look ahead

 

According to Craig Wigginton, vice chairman and U.S. Telecommunications leader,

Deloitte & Touche LLP, the big challenge for the telecom industry in 2016 – which also

presents a major growth opportunity for the sector – is that consumers are getting

addicted to connectivity and high speed.

 

The ongoing expansion of the mobile ecosystem, coupled with demand for high-

bandwidth applications and services such as video and gaming, is keeping pressure on the

industry to increase the availability and quality of broadband connectivity.

 

What does this mean for players in the sector? Carriers will continue to pursue

technological advancements to handle demand, including offloading some mobile

bandwidth needs to Wi-Fi, which is proving an effective complement to mobile networks.

At the same time, long-term spectrum availability, spectrum efficiency, small cells and

continued backhaul improvements are likely to be a key focus to assure continued mobile

broadband momentum

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COMPANY PROFILE

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COMPANY PROFILE

RELIANCE JIO

Jio's headquarters in RCP, Navi Mumbai

Formerly called

Infotel Broadband Services Limited (2009 - 2013)

Reliance Jio Infocomm Limited (2013 - 2015)

Type SubsidiaryIndustry Telecommunications

Headquarters Navi Mumbai, Maharashtra, India

Key people Sanjay Mashruwalla (Managing Director)Jyotindra Thacker (Head of IT)

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Akash Ambani (Chief of Strategy)

ProductsMobile telephony, broadband, Wifi,Router and 4G Data services

Jio Apps

MyJio, JioChat, JioPlay, JioBeats, JioMoney, JioDrive, JioOnDemand, JioSecurity, JioJoin, JioMags, JioXpressNews, Jionet WiFi

Parent Reliance Industries

Subsidiaries LYF

Websitewww.jio.com

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.

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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.

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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

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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).

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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,"

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HISTORY

In 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).

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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.

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OPERATIONS

In 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.

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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.

Pan-India Spectrum

Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles, respectively, of the

total 22 circles in the country, and also owns pan-India licensed 2,300 MHz spectrum. The

spectrum is valid till 2035.Ahead of its digital services launch, Mukesh Ambani-led Reliance Jio

entered into a spectrum sharing deal with younger brother Anil Ambani-backed Reliance

Communications. The sharing deal is for 800 MHz band across seven circles other than the 10

circles for which Jio already owns.

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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.

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FLAME 6

Technical Specifications

MODEL LYF FLAME 6

CHIPSET Qualcomm® Snapdragon 210 MSM8905

GENERAL FEATURES Operating System: Android Lollipop 5.1SIM Slot: Dual SIM (4G+2G)*

PERFORMANCE

Processor (CPU): Quad-Core 1.5GHz ,Screen Size: 4 Inch

Chipset: Quad-Core 1.5GHzGraphics (GPU): Mali 400 MP2@500MHzRAM: 512 MB. Screen Resolution: WVGA,

BATTERY Capacity: 1700 mAh, Lithium Ion BatteryTalktime: Up to 4.5 hours (4G)

STORAGE CAPACITY Internal Memory: 4 GBExpandable Memory: Up to 32 GB

CAMERA

CONNECTIVITY

Rear Camera : 5MP Auto FocusFront Camera : 2MP Fixed Focus, Flash : Rear LED Flash

3G: yes4G: yes (LTE)True 4G (LTE Support): VoLTE (Video & HD Voice Call.

32

FLAME 1

Technical Specifications

MODEL FLAME 1

CHIPSET Qualcomm® Snapdragon 210 MSM8909

GENERAL FEATURES Operating System: Android Lollipop 5.1 SIM Slot: Dual SIM (4G+2G),Processor: Quad-Core 1.1 GHz Screen Size:4.5 Inch.

PERFORMANCE Graphics (GPU): Adreno 304 @ 409MHz RAM: 1GB, Screen Resolution: FWVGA 480 x 854 pixel BATTERY Capacity: 2000 mAh, Lithium-ion Talktime: Up to 8 Hours (4G)

STORAGE CAPACITY Internal Memory: 8 GB Expandable Memory: Up to 32 GB

CAMERA Rear Camera : 5MP Auto Focus Front Camera : 5MP Fixed Focus, Flash : Rear LED Flash

CONNECTIVITY 3G: Yes 4G: Yes, LTE CAT4 True 4G (LTE Support): VoLTE (Video & HD Voice Call)

33

WIND 1

Technical specifications

MODEL LYF WIND 1

CHIPSET Qualcomm®SnapdragonTM 410 MSM8916

GENERAL FEATURES

Operating System: Android 5.1 Lollipop SIM Slot: Dual SIM (4G+2G) Processor (CPU): Quad-core 1.2 GHz

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 410 MSM8916 Graphics (GPU): Adreno 306 @ 450 MHz RAM: 1 GB,Screen Size 5 Inch, Screen Resolution: HD, 720x1280 pixel

BATTERY Capacity: 2300 mAh, Lithium - Ion Polymer Talktime: Up to 6 hours (4G)

STORAGE CAPACITY Internal Memory: 8 GB, 16 GB Expandable: Up to 64 GB

CAMERA Rear Camera: 8 MP Auto Focus Front Camera: 5 MP, Flash: Rear LED Flash

CONNECTIVITY 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call)

34

WIND 5

Technical specifications

MODEL WIND 5

CHIPSET MTK 6735P

GENERAL FEATURES Operating System: Android Lollypop 5.1 SIM Slot: Dual SIM (4G+2G), Processor (CPU): Quad-core 1.0GHz

PERFORMANCE Chipset: MTK 6735P Graphics (GPU): ARM (MaliT720-Mp1)@600 MHz RAM: 1GB

BATTERY Capacity: 2000 mAh, Lithium ion Talktime : Up to 6.5 hours (4G)

STORAGE CAPACITY Internal memory: 8 GB Expandable Memory:Up to 32 Gb

CAMERA Rear Camera: 8 MP Auto Focus

Front Camera: 5MP, Flash: Rear Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4

True 4G (LTE Support): VoLTE (HD Voice Call& video call)

35

WATER 1

Technical specifications

MODEL WATER 1

CHIPSET Qualcomm® SnapdragonTM 615 MSM8939

GENERAL Operating System: Android Lollipop 5.1.1FEATURES SIM Slot: Dual SIM (4+2G) , Processor (CPU): Octa-Core 1.5 GHz

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics (GPU): Adreno 405 @ 550 MHz RAM: 2GB,Screen resolution : Full HD, 1080x 1920 pixels

BATTERY Capacity: 2600 mAH, Lithium-ion polymer Talktime: Up to 10 hours (4G)

STORAGE CAPACITY Internal Memory: 16 GB Expandable Memory: Up to 32 GB

CAMERA Rear Camera : 13 MP Auto Focus Front Camera : 5MP Fixed Focus

Flash: Yes - Both Front and Rear

CONNECTIVITY 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call)

36

WATER 2

Technical specifications

MODEL WATER 2

CHIPSET Qualcomm® Snapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.0.2 SIM Slot: SIM 1(4G), SIM 2(2G, Voice calls)

Screen size: 5 Inch, Screen Resolution: HD, 1280 x 720 pixels

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics (GPU): Adreno 405 @ 550 MHz RAM: 2GB, Processor (CPU): Octa-Core 1.5GHz

BATTERY Capacity: 2400 mAh, Lithium-ion polymer Talktime: Up to 8 hours (4G)

STORAGE CAPACITY Internal memory: 16 GB

Expandable memory: 32 GB

CAMERA Rear Camera: 13 MP Auto Focus

Front Camera: 5MP Fixed Focus, Flash: Yes - Rear Camera

CONNECTIVITY 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call)

37

WATER 7

Technical specifications

MODEL WATER 7

CHIPSET Qualcomm® Snapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.1 SIM Slot: Dual SIM (4G+2G),Sensors:Gravity or Finger print sensor

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics (GPU): Adreno 405 @ 550 MHz RAM: 2GB, Processor (CPU): Octa-core 1.5 GHZ

BATTERY Capacity: 3000 mAh, Lithium-ion polymer Talktime: Up to 14 hours (4G)

STORAGE CAPACITY Internal memory: 16 GB

Expandable memory:Upto 128 GB

CAMERA Rear Camera : 13 MP Auto Focus Front Camera : 5MP, Flash : Rear LED Flash

CONNECTIVITY 3G: Yes 4G: Yes, LTE Cat 4

True 4G (LTE Support): VoLTE (Video & HD Voice Call) 38

EARTH 2

Technical specifications

MODEL EARTH 2

CHIPSET Qualcomm Snapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.1.1 SIM Slot: Dual SIM (4G+2G) Octa core 1.5 GHZ, Sensors:Proximity or Light sensor :

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics: (GPU): Adreno 405 @ 550 MHz RAM : 3 GB,Screen Size: 5.5 Inch,Screen Resolution: Full HD

BATTERY Capacity: 3500 mAh, Lithium-ion polymer Talktime: Up to 14 hours (4G)

STORAGE CAPACITY Internal memory: 32 GB Expandable memory:Upto 64 GB

CAMERA Rear Camera : 15 MP Auto Focus Front Camera : 5MP, Flash : Rear LED Flash

CONNECTIVITY 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call

39

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.

40

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.

41

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.

42

LITERATURE REVIEW

43

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.

44

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.

.

45

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.

46

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.

47

INTRODUCTION TO THE PROBLEM

INTRODUCTION TO THE PROBLEM

48

Even though the sector has reflected promising growth, the teledensity in India still remains at a

very low level compared with international standards and thus providing tremendous opportunity

for future growth. In the medium-term, the industry is expected to continue to record good

subscriber growth as a result of low penetration levels, heightened competition; a sustained fall

in minimum subscription cost and tariff that increase affordability for lower-income rural users,

expansion of coverage area by mobile operators, and government support through schemes such

as the rural infrastructure roll out funded by subsidies from the Universal Service Obligation

(USO) Fund. The Indian telecom sector offers unprecedented opportunities in various areas, such

as rural telephony, 4G, virtual private network, value-added services, et al. Nonetheless, the lack

of telecom infrastructure in rural areas and falling ARPU of telecom service providers could

inhibit the future growth of the industry

Rapidly Falling ARPU (Average revenue per user)The competitive intensity in the telecom industry in India is one of the highest in the world and

has lead to sustained fall in realisation for the service providers. Intense competitive pressure and

cut throat pricing has resulted in declining ARPUs. With increasing number of new entrants in

the telecom space the competitive intensity is likely to continue, putting further downward

pressures on the telecom tariffs. Thus, the telecom companies might have to grapple with further

decline in ARPUs, going forward.

Further, with the telecom companies moving their focus to the rural areas for driving the future

subscriber growth they might not witness a commensurate increase in revenues. In fact, the risk

of steep decline in ARPUs will increase going forward as the telecom companies penetrate rural

markets that are characterised by higher concentration of lowincome, low-usage customers. A

higher-than-expected decline in ARPU poses a risk of reduction in margins of service providers.

Alternatively, telecom operators are turning their focus to steadily increasing the minutes of

usage (MoU) to counter the sustained fall in ARPUs. Likewise, the growth of the VAS is also

crucial for some improvement in the ARPUs of operators.

Lack of Telecom Infrastructure

49

Lack of telecom infrastructure in semi-rural and rural areas could be one of the major hindrances

in tapping the huge rural potential market, going forward. The service providers have to incur a

huge initial fixed cost to enter rural service areas. Further, as many rural areas in India lack basic

infrastructure such as road and power, developing telecom infrastructure in these areas involve

greater logistical risks and also extend the time taken to roll out telecom services. The lack of

trained personnel in the rural area to operate and maintain the cellular infrastructure, especially

passive infrastructure such as towers, is also seen as a hurdle for extending telecom services to

the under penetrated rural areas.

Rural Areas Continue to Remain Under PenetratedA rural teledensity of merely 15% point towards the fact that a majority of Indian population still

do not have access to telecom services. The rural India seems to have remained untouched by the

telecom revolution witnessed in the last few years. A huge 'digital divide', which is reflected by

the enormous difference of 74% between the urban and rural teledensity, reiterates this fact.

However, with the urban markets reaching a saturation point, the telecom service providers are

penetrating rural areas for driving future growth. Thus, the service providers entering new rural

markets might witness substantial increase in subscriber base. The expansion in the rural areas,

however, has increased the risk of further decline in the ARPUs. Nonetheless the revenue growth

from these regions is unlikely to match the surge in the subscriber base.

50

Excessive CompetitionAnother major concern that has come to the forefront in the recent past has been heightened

competitive intensity in the industry that has correspondingly fuelled the price war between

industry players. The Indian wireless market is one of the world’s most competitive markets,

with 12 operators across 23 wireless ‘circles’ and 6 to 8 competing operators in each circle. The

auction of new 4G licences and the introduction of mobile number portability (MNP) are likely

to heat up competition in the industry, going forward.

Spectrum is the most important resource that is required for providing mobile services. Given

that spectrum is a finite resource, the availability of the same would be inversely proportional to

the number of operators. Thus, larger the number of service providers smaller will be the amount

of spectrum available to each of them.

Scarcity of spectrum leads to higher capex on deployment of mobile networks for the operators

as they need more cell sites to improve service quality. Further the growing usage of spectrum

and the resultant scarcity may lead to re-use of spectrum and increase chances of congestion in

networks leading to constraints on service quality.

Evidently, the competition in the industry is expected to intensify further with the entry of new

players, both domestic as well as foreign players. With the competitive intensity of the industry

already at such high levels new operators might find it difficult to gather significant share in

Indian telecom market. While the new players may benefit from a faster network rollout through

tower sharing, they will face challenges in terms of high subscriber acquisition costs and lower

ARPU customers.

Lower Broadband PenetrationThe Indian economy remains highly underpenetrated in terms of broadband connections. High

cost of devices (PC and laptop), high internet charges and lower wireline connections have been

some of the major factors inhibiting broadband penetration. Broadband is one of the key

catalysts for economic development and major initiatives by both the government and service

providers are needed to increase its penetration.

51

Spectrum Allocation4G Spectrum availability is one of the major concerns for the industry. Lack of adequate

spectrum which is the most integral part of the mobile telephony sector could hamper its growth

severely. However, the spectrum allotment has been the most controversial issues in the Indian

telecom sector.

The smooth process of scheduled 4G spectrum allocation is likely to be one of the key factors

affecting the industry dynamics, going forward. Given the highly-competitive nature of the

Indian telecom industry on one hand, and limited licenses in the 4G network on the other, the

risk of excessive biding by the service providers has increased. Irrational bidding, especially in

some circles, might render 4G services financially-unviable. Further, there exists a risk of delay

in allotment of proposed spectrum to the service providers who have successfully bid for the 4G

spectrum

Other Growth Inhabiting FactorsWhile the implementation of mobile number portability is likely to aid improvements in quality

of service, it is also likely to increase the churn out ratio significantly. The service providers are

likely to turn to the VAS as a service differentiator; however, widespread VAS deployment is

restricted due to language and illiteracy.

The deployment of 4G services is likely to help the emergence of new VAS. Mass acceptance

will be crucial for the success of 4G services in India. Comparatively higher cost of handsets

required for accessing 4G services is likely to be one of the major roadblocks in mass 4G

adoption in India.

52

SCOPE OF THE STUDY

53

SCOPE OF STUDY

This study covers customers about Reliance JIO in the areas of Muradnagar.

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 Muradnagar.

54

OBJECTIVE OF THE STUDY

55

OBJECTIVE OF THE STUDY

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

2. To find the market potential and market penetration of Reliance JIO products & services

offerings in Muradnagar.

56

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

57

RESEARCH DESIGN:

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.

1. Conclusive Research: It is also known as quantitative research; it is designed to help executives of action that is to

make decision.

When a marketing executive makes a decision are course of action is being selected from among

a number of available. The alternatives may be as few as two or virtually infinite. They may be

well defined or only vaguely glimpsed.

Conclusive research provides information, which helps the executives make a rational decision.

In some instances, particularly if any experiment is run, the research may come close to

specifying the precise alternatives to choose, in their cases especially with descriptive studies the

research will only particularly clarify the situation and much will be left to the executive’s

judgment.

58

The type of research here is “Descriptive Research Design”. This kind of design is used for

more precise investigation or of developing the working hypothesis from an operational point of

view. It has inbuilt flexibility, which is needed because the research problem, broadly defined

initially, is transformed into one with more precise meaning in exploratory studies, which in fact

may necessitate changes in research procedure for gathering relevant data.

The characteristic features of research are as follows: –

Flexible Design

Non-Probability Sampling Design

No pre-planned design for analysis

Unstructured instruments for collection of data

No fixed decisions about the operational procedures

Sample Size

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

I have selected 300 sample units from market and individual customers.

Sampling Technique

The 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 Muradnagar areas-Railway road,

Kasba road,Rawli road,Sarna road,Sainthali,Duhai etc.

59

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.

60

DATA ANALYSIS AND

INTERPRETATION

61

TABLE

Age group of respondents

Age % of respondents No. of respondents

20-25 20% 60

25-30 26.66% 80

30-35 30% 90

Above 35 23.33% 70

20.00%

26.66%

30.00%

23.33%

Sales

20-2525-3030-35Above 35

INTERPRETATION: 20% of the respondents are between the age group 20 – 25.

26.66% of the respondents are between the age group 25 – 35.

30% of the respondents are between the age group 30 – 35.

23.33% of the respondents are above 35 years of age.

62

TABLE

Occupation of the respondents

Occupation % of respondents No. of respondents

Students 16.66% 50

Business man 26.66% 30

Private employees 30% 90

Govt. employees 26% 80

16.66%

26.66%

30.00%

26.00%

Sales

StudentsBusiness manPrivate employeesGovt. employees

INTERPRETATION: 16.66% of the respondents are Students.

26.66% of the respondents are Businessmen.

30% of the respondents are from Private employees.

26% of the respondents are Govt.Services

63

TABLE 1:

1.Do you have a mobile phone?

a)yes

b)No

Mobile users % of respondents No. of respondents

Yes 100% 300

No 0% 0

INTERPRETATION: 100% of the respondents are Mobile users.

64

100%

Sales

YesNo

TABLE 2:

2.Are you aware about Reliance JIO?

a)Yes

b)No

Awareness % Of respondents No. of respondents

Yes 93.33% 280

No 6.66% 20

93.33%

6.66%

Sales

yesNo

INTERPRETATION: 93.33% of respondents are aware about Reliance JIO.

6.66% of respondents are not aware about Reliance JIO

65

TABLE 3:3.which operator’s service do you use?

1.Airtel

2.Reliance JIO

3.Idea

4. Vodafone

Operator user % of respondents No. of respondents

Airtel 30% 90

Reliance JIO 23.33% 80

Idea 20% 60

Vodafone 26.66% 70

30.00%

23.33%20.00%

26.66%

Sales

AirtelReliance JIOIdeaVodafone

INTERPRETATION 30% of respondents are Airtel users

23.33% of respondents are Relianc JIO users.

20% of respondents are Idea users.

26.66% of respondents are Vodafone users.

66

TABLE 4: 4.What is your average monthly expenditure on mobile (in RS)?

a)Rs100-Rs200

B)Rs200-Rs300

c)Rs300-Rs400

d)Above Rs500

Expenditure (Rs) % of respondents No. of respondents

Rs100-Rs200 35.71% 100

Rs200-Rs300 32.14% 90

Rs300-Rs400 28.57% 80

Above Rs500 10.71% 30

35.71%

32.14%

28.57%

10.71%

Sales

Rs100-Rs200Rs200-Rs300Rs300-Rs400Above 500

INTERPRETATI

ON: 35.71% of respondents are monthly expenditure on mobile.

32.14% of respondents are monthly expenditure on mobile.

28.57% of respondents are monthly expenditure on mobile.

10.71% of respondents are monthly expenditure on mobile.

67

TABLE 5:

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

a)News paper

b)Advertisement

c)Mouth publicity

d)Hoardings

Sources % of respondents No. of respondents

News paper 32.14% 90

Advertisement 21.42% 60

Mouth publicity 28.57% 80

Hoarding 17.85% 50

32.14%

21.42%

28.57%

17.85%

Sales

News paperAdvertisementMouth publicityHoarding

INTERPRETATI

ON: 32.14% of respondents are known by News paper.

21.42% of respondents are known by Advertisement.

28.57% of respondents are Mouth publicity.

17.85% of respondents are Hoardings.

68

TABLE 6:

6.Since how long you are using Reliance JIO services?

a)Less than one month

b)2-3 months

c)4-5 months

d)Non user

Users % of respondents No. of respondents

Less than one month 42.85% 30

2-3 months 35.71% 25

4-5 months 14.28% 15

Non users 0% 0

42.85%

35.71%

14.28%

Sales

Less than one month2-3 months4-5 monthsNon users

INTERPRETATION: 42.85% of respondents are user of

35.71% of respondents are user of 2-3 months.

14.28% of respondents are user of 4-5 months.

0% of respondents are Non user.

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TABLE 7:

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

a)Connectivity

b) Schemes

c) Advertisements

d)Goodwill

Convincing factor % of respondents No. of respondents

Connectivity 21.42% 15

Scheme 57.14% 40

Advertisement 14.28%% 10

Goodwill 7.14% 5

21.42%

57.14%

14.28%

7.14%

Sales

ConnectivitySchemeAdvertisement

INTERPRETATION: 21.42% of respondents are convinced with connectivity.

57.14% of respondents are convinced with scheme.

14.28% of respondents are convinced with Advertisement.

7.14% of respondents are convinced with goodwill.

TABLE 8:70

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

a)Data services

b)Call rate

c)Network coverage

d)Value added services

services % of respondents No. of respondents

Data services 50% 35

Call rate 28.57% 20

Network coverage 14.28% 10

Value added services 7.14% 5

50.00%

28.57%

14.28%

7.14%

Sales

Data servicesCall rateNetwork coverageValue added services

INTERPRETATION: 50% of respondents are in favour of Data services.

28.57% of respondents are in favour of Call rates.

14.28% of respondents are in favour of Network coverage.

7.14% of respondents are in favour of Value added services.

TABLE 9:

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9) Why did you choose this service provider

a).Unlimited calling services

b).Unlimited Data services

c).Unlimited sms services

d).All services

14.28%

35.71%

7.14%

42.85%

Sales

Unlimited calling servicesUnlimited Data servicesUnlimited sms servicesAll services

INTERPRETATION: 14.28% of respondents are chosen to Unlimited calling services.

35.71% of respondents are chosen to Unlimited Data services..

7.14% of respondents are chosen to Unlimited Sms services..

42.85% of respondents are chosen to All services.

72

Choose the service % of respondents No. of respondents

Unlimited calling services

14.28% 10

Unlimited Data services

35.71% 25

Unlimited sms services 7.14% 5

All services 42.85% 30

TABLE 10:

10.Do you call at customer care?

a)Yes

b)No

Respondents % Of respondents No. of respondents

Yes 100% 70

No 0% 0

If Yes,how often you call at customer care?

1.Daily

2.Once in week

3.Once in month

4.Rarely

Customer call % of respondents No. of respondents

Daily 28.57% 20

Once in week 50% 35

Once in month 14.28% 10

Rarely 7.14% 5

73

29%

50%

14%

7%

Sales

DailyOnce in weekOnce in monthRarely

INTERPRETATION: 28.57% of respondents are made call customer care daily.

50% of respondents are made call customer care weekly.

14.28% of respondents are made call customer care monthly.

7.14% of respondents are made call customer care rarely.

74

TABLE 11:11.For what reason do you call customer care?

a)Value added services

b) Information regarding new schemes

c)Complaints

d)Other queries

Reason % of respondents No. of respondents

Value added services 21.42% 15

Schemes 57.14% 40

Complaints 7.14% 5

Queries 14.28% 10

21.42%

57.14%

7.14%

14.28%

Sales

Value added servicesSchemesComplaintsQueries

INTERPRETATION: 21.42% of respondents are made call for value added services.

57.14% of respondents are made call for new schemes.

7.14% of respondents are made call for complaints.

14.28% of respondents are made call for other queries.

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TABLE 12:

12. Are you satisfied with Reliance JIO services?

a)Yes

b)No

Satisfaction level % Of respondents No. of respondents

Yes 71.42% 50

No 28.57% 20

71.42%

28.57%

Sales

yesno

INTERPRETATION: 71.42% of respondents are satisfied.

28.57% of respondents are not satisfied.

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TABLE 13:13.What should be improved in Reliance JIO services

a)Improve in Network coverage

b)Remove calling congestion

c)Upgrade in Android version

d)Others

Improvement % of respondents No. of respondents

Improve in Network coverage

9% 10

Remove calling congestion

8% 7

Upgrade in Android version

2% 3

Others 1% 2

9%

8%

2%1%

Sales

Improve in Network cov-erageRemove calling congestionUpgrade in adroid versionOthers

INTERPRETATION: 9% of srespondents are dissatisfied with poor network coverage.

8% of respondents are dissatisfied with call drop.

2% of respondents are dissatisfied with old version.

1% of respondents are dissatisfied others.

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TABLE 14:14. Would you like to recommend others?

a)Yes

b)No

Recommendation % Of respondents No. of respondents

Yes85.14%

60

No 14.28% 10

0.8514

14.28

Sales

yesNo

INTERPRETATION: 85.14% of respondents are recommended others.

14.28% of respondents are not recommended others.

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TABLE 15:15.Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very good

Fairly good

Average Poor

Networkcoverage

Data service

Calling service

Value addedservices

Customer care

New schemes and offers

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FINDINGS

FINDINGS

80

The following are the findings of the study.

1.While conducting the survey,I found that most of 71.23% respondents are satisfied with Reliance JIO,and 29.77% of respondents are not satisfied.Because still they have network problem in deep rural areas.

2.Reliance JIO has wide market captured in Muradnagar.LYF handsets are highly demanded in the market by its customers.

3.Most of the customers are preferred to buy and utilize the LYF handsets because its demand is

very high in the area of Muradnagar.

4.Customers are satisfied the 4G unlimited services as comparison to others services.

5.Reliance JIO is the market leader in Muradnagar areas,all the customers are preferred its products & services.

6.Reliance JIO is enhanced the potential market share in Muradnagar.

7.Highly competition among other mobiles Samsung,Redmi,HTC. But LYF handsets are more preferred by the customers.

8.Wide network coverage is available in Muradnagar areas.

9.LYF handsets are highly selling products in Muradnagar markets.Because unlimited 4G schemes are considered by customers.

At last it can be said that there are a lot of scope of Reliance jio market in near future

81

LIMITATIONS

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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 300 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.

83

CONCLUSION

CONCLUSION

84

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 80% 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.

85

SUGGESTIONS

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.

86

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.We 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.

87

BIBLIOGRAPHY

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

Research Methodology – C.R. Kothari

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

88

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: o www.JIO.com

o www.MYLYF.com

o www.google.com

o www.wikipedia.com

89

ANNEXURE

ANNEXURENAME: ------------------------------------

AGE: ------------------------------------

SEX: ------------------------------------

OCCUPATION: - -----------------------------------

MOBILE NO: ------------------------------------

ADDRESS : ------------------------------------

90

Questionnaire1.Do you have a mobile phone?

a)yes

b)No

2.Are you aware about Reliance JIO?

a)Yes

b)No

3.which operator’s service do you use?

1.Airtel

2.Vodafone

3.Idea

4.Reliance JIO

4.What is your average monthly expenditure on mobile (in RS)?

a)Rs100-Rs200

B)Rs200-Rs300

c)Rs300-Rs400

d)Above Rs500

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

a)News paper

b)Advertisement

c)Mouth publicity

d)Hoardings

6.Since how long you are using Reliance JIO services?

a)Less than one month

91

b)2-3 months

c)4-5 months

d)Non users

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

a)Connectivity

b) Schemes

c) Advertisements

d)Goodwill

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

a)Data services

b)Call rate

c)Network coverage

d)Value added services

9. Why did you choose this service provider

a).Unlimited calling services

b).Unlimited Data services

c).Unlimited sms services

d).All services

10.Do you call at customer care?

a)Yes

b)No

If Yes,how often you call at customer care?

1.Daily

2.Once in week

3.Once in month

4.Rarely

92

11.For what reason do you call customer care?

a)Value added services

b) Information regarding new schemes

c)Complaints

d)Other queries

12. Are you satisfied with Reliance JIO services?

a)Yes

b)No

13.What should be improved in Reliance JIO services

a)Improve in Network coverage

b)Remove calling congestion

c)Upgrade in Android version

d)Others

14. Would you like to recommend others?

a)Yes

b)No

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

Services Excellent Very good

Fairly good

Average Poor

Networkcoverage

Data service

93

Calling service

Value addedservices

Customer care

New schemes and offers

94