PROJECT REPORT

ON

“Title of the Project”

Submitted in Partial Fulfilment for the Award of the Degree of

MASTER OF BUSINESS ADMINISTRATION (MBA)
(BATCH 2017-2019)

Submitted by:
Reetu Kumari
(Enroll. No: 50212303917)

Under the Guidance of:

Guide’s Name
Guide’s Designation

DELHI INSTITUTE OF ADVANCED STUDIES

(Affiliated to Guru Gobind Singh Indraprastha University)

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CERTIFICATE ISSUED BY THE COLLEGE

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 CERTIFICATE

This is to certify that the project entitled “CUSTOMER ACQUITION PROGRAMME ”

submitted by Ms Reetu Kumari, Roll No. 50212303917 has been done under my guidance and
supervision in partial fulfillment of the requirement for the award of Master of Business
Administration.

To the best of my knowledge the work and analysis mentioned in this Project Report have been
undertaken by the candidate herself and necessary references have been recognized and
acknowledged in the text of the report.

Project Guide

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 ACKNOWLEDGEMENT

I would like to express my gratitude to all those who gave me the possibility to complete this
project.

I am deeply indebted to my guide Mrs Neetu from Delhi Institute of Advanced Studies whose
help, stimulating suggestions and encouragement helped me in all the time of research and
writing of this project.

The learning was immense and valuable

Reetu Kumari

50212303917

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 DECLARATION

I hereby declare that the project work entitled “Customer Acquisition” submitted to
the Delhi Institute of Advanced Studies, is a record of an original work done by me under the
guidance of ………………. (Guide’s Name), ………………….(Guide’s Designation) and
this project work is submitted in the partial fulfilment of the requirements for the award of the
degree of Master of Business Administration.

I hereby certify that all the endeavor put in the fulfilment of the task are genuine and original to

the best of my knowledge and I have not submitted it earlier elsewhere.

Reetu Kumari

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 PREFACE

Master of Business Administration Programme (M.B.A) is one of the most reputed and sought
after professional courses in the field of management. This course includes both theory and its
applications as per contents of its curriculum. Summer Internship Project Report is an integral
part of this course.
As good management is much essential for any organization for its all-round growth and
development, there is a growing demand of management professionals in each and every field;
may it be an IT company, a manufacturing company or even a hospital.
But this is also to be noticed that without practical exposure management students are not yet
ready to serve a company, hence for this discipline practical training is of high importance which
gives a good exposure about the actual working conditions and also for learning of the
implementation of all those theories given in the literature.
The training project report presented here helped me in learning the practical aspects of the
working and business in the telecom sector

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 Index

Ch. No. Title Page No.

1) Introduction 10
1.1) Introduction of organization 11
1.2) About the company 13
1.3) Competitors Information 18
1.4) SWOT Analysis 20

2) Research Methodology 24
2.1) Statement of the problem 25
2.2) Managerial usefulness of study 25
2.3) Types of research& research design 25
2.4) Sample design 25
2.5) Sampling procedure 26
2.6) Data Collection Method 27
2.7) Limitations 28

3) Conceptual Discussion 29
3.1) Review of literature 30
3.2) Current issues 31
3.3) New development of the company 31

4) Data Analysis 32
4.1) Internship activities and data 33
4.2) Methods & techniques of data analysis and graphs 34

5) My contribution to the body of knowledge 45

5.1) Contribution 46

6.) Findings, Conclusions & Suggestions 47

6.1) Findings 48
6.2) Conclusions 49
6.3) Suggestions 50

7 Appendix and Bibliography 51

7.1) Questionnaire 52
7.2) Bibliography 54

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 Executive summary

Put simply, customer acquisition refers to gaining new consumers. Acquiring new customers
involves persuading consumers to purchase a company’s product and or services. Companies
and organizations consider the cost of customer acquisition as an important measure in
evaluating how much value customers bring to their business.

This study is aimed to analyse the acquisition programme of recently launched reliance
industry’s telecomm-“jio”. Reliance Jio crossed the fifty million subscriber mark in less than
three months after its full fledged 4G launch. According to source jio’s liberal data packs
,unlimited voice calls and nationwide roaming has had a definite impact ,having already
garnered 72 million subscriber . Jio is also far ahead of market leader airtel and Vodafone in
bandwidth speed.

Hence, keeping all this in mind it is very important to understand the reasons behind jio’s
huge success and its marketing strategy. A solid customer acquisition strategy is a component
of any successful business.

1.

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9
 CHAPTER-1

INTRODUCTION

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1. Introduction

1.1 Overview of the industry as a whole

Reliance Industries Limited (RIL) is an Indian conglomerate holding company

headquartered in Mumbai, Maharashtra, India. Reliance owns businesses across India
engaged in energy, petrochemicals, textiles, natural resources, retail, and telecommunications.
Reliance is the third most profitable company in India, the second-largest publicly traded
company in India by market capitalization, and the second largest company in India as
measured by revenue after the government-controlled Indian Oil Corporation. The company
is ranked 215th on the Fortune Global 500 list of the world's biggest corporations as of 2016.
It is ranked 8th among the Top 250 Global Energy Companies by Platts as of 2016.

HISTORY:

1960–1980

The company was co-founded by Dhirubhai Ambani and his brother Champaklal Damani in
1960s as Reliance Commercial Corporation. In 1965, the partnership ended and Dhirubhai
continued the polyester business of the firm. In 1966, Reliance Textiles Industries Pvt Ltd
was incorporated in Maharashtra. It established a synthetic fabrics mill in the same year at
Naroda in Gujarat. In 1975, the company expanded its business into textiles, with "Vimal"
becoming its major brand in later years. The company held its Initial public offering (IPO) in
1977. The issue was over-subscribed by seven times. In 1979, a textiles company Sidhpur
Mills was amalgamated with the company.] In 1980, the company expanded its polyester yarn
business by setting up a Polyester Filament Yarn Plant in Raigad, Maharashtra with financial
and technical collaboration with E. I. du Pont de Nemours & Co., U.S.

1981–2000

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In 1985, the name of the company was changed from Reliance Textiles Industries Ltd. to
Reliance Industries Ltd. During the years 1985 to 1992, the company expanded its
installed capacity for producing polyester yarn by over 145,000 tonnes per annum.

The Hazira petrochemical plant was commissioned in 1991–92.

In 1995/96, the company entered the telecom industry through a joint venture with NYNEX,
USA and promoted Reliance Telecom Private Limited in India. In 1998/99, RIL introduced

packaged LPG in 15 kg cylinders under the brand name Reliance Gas. The years 1998–2000
saw the construction of the integrated petrochemical complex at Jamnagar in Gujarat, the
largest refinery in the world.

2001 Onwards

In 2001, Reliance Industries Ltd. and Reliance Petroleum Ltd. became India's two largest
companies in terms of all major financial parameters. In 2001–02, Reliance Petroleum was
merged with Reliance Industries. In 2002–03, RIL purchased a majority stake in Indian
Petrochemicals Corporation Ltd. (IPCL), India's second largest petrochemicals company,
from Government of India. IPCL was later merged with RIL in 2008... In 2006, Reliance
entered the organised retail market in India with the launch of its retail store format under the
brand name of 'Reliance Fresh'. In 2010, Reliance entered Broadband services market with
acquisition of Infotel Broadband Services Limited, which was the only successful bidder for
pan-India fourth-generation (4G) spectrum auction held by Government of India. In the same
year, Reliance and BP announced a partnership in the oil and gas business. Reliance also
formed a 50:50 joint venture with BP for sourcing and marketing of gas in India. In 2012,

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RIL set up a joint venture with Russian Company Sibur for setting up a Butyl rubber plant in
Jamnagar, Gujarat. The plant was scheduled to be operational in 2015.

1.2 ABOUT THE COMPANY

Reliance JIO : Introduction

Reliance Jio promises to shape the future of India by providing end-to-end digital solutions
for businesses, institutions and households and seamlessly bridging the rural-urban divide.

Home to the world’s second largest population of 1.2 billion, India is a young nation with
63% of its population under the age of 35 years. It has a fast growing digital audience with
800 million mobile connections and over 200 million internet users. Reliance thoroughly
believes in India’s potential to lead the world with its capabilities in innovation. Towards that
end, Reliance envisages creation of a digital revolution in India.

Reliance Jio aims to enable this transformation by creating not just a cutting-edge voice and
broadband network, but also a powerful ecosystem on which a range of rich digital services
will be enabled – a unique green-field opportunity.

The three-pronged focus on broadband networks, affordable smartphones and the availability
of rich content and applications has enabled Jio to create an integrated business strategy from
the very beginning, and today, Jio is capable of offering a unique combination of telecom,
high speed data, digital commerce, media and payment services.

A Vision That Touches All

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Reliance’s vision for India is that broadband and digital services will no longer be a luxury
item. Rather, Reliance envisions an India where these are basic necessities to be consumed in
abundance by consumers and small businesses alike, as much in far-flung villages as in our
largest cities. The initiatives are truly aligned with the Government of India's ‘Digital India’
vision for our nation.

Products and Services

4G Broadband

The company launched its 4G broadband services throughout India on September 2016. 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 offers 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.

LYF Smartphone

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.

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However, in October 2015, Jio announced that it would be launching its own mobile handset
brand named LYF.

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

Jionet WiFi ( JIOFI)

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 Surat, Ahmedabad in
Gujarat,

and Visakhapatnam in Andhra Pradesh, Indore, Jabalpur, Dewas and Ujjain in Madhya
Pradesh, select locations of Mumbai in Maharashtra, Kolkata in West Bengal, Lucknow
in Uttar

Pradesh, Bhubaneswar in Odisha, Mussoorie in Uttarakhand, Collectorate's Office in

Meerut,] and at MG Road in Vijayawada among others.

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

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Jio apps

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

 MyJio - Manage Jio Account and Digital Services associated with it

 JioTV - A live TV channel service

 JioCinema - An online HD video library

 JioChat Messenger - An instant messaging app

 JioMusic - A music player

 Jio4GVoice (earlier JioJoin) - A VoLTE phone simulator

 JioMags - E-reader for magazines

 JioXpressNews - A news and magazine aggregator

 JioSecurity - Security app

 JioDrive - Cloud-based backup tool

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  JioMoney Wallet - An online payments/wallet app

 JioSwitch - Transfer content

Affordable 4G Phones

Reliance Jio has teamed up with Google to manufacture affordable 4G handsets. These
phones will run exclusively on Jio network. The two companies are also working on
developing a software for smart-TV services. Both are expected to launch in 2017.

JioFi

Jio has also launched Wi-Fi routers by the name JioFi

Branding and Marketing

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

Reception of Jio Prime

By 1st April 72.2 million Jio Customers had opted for Jio Prime. The last date for registration
to Jio Prime membership was 31 March 2017. But, it was further extended till 15 April 2017
along with an introduction of new offer, "Jio Summer Surprise" which gave customers 3
months complimentary services free of cost. On 6 April 2017, TRAI advised Jio to withdraw
this offer.

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1.3 COMPETITORS INFORMATION
Competitors of reliance are:-
 Airtel
 Vodafone
 Idea
 BSNL
 Aircel

1. AIRTEL
Bharti Airtel Limited is an Indian global telecommunications services company based
in New Delhi, India. It operates in 20 countries across South Asia and Africa. Airtel
provides GSM, 3G, 4G LTE and VoLTEmobile services, fixed line broadband and
voice services depending upon the country of operation. Airtel had also rolled out
its VoLTE technology across eight telecom circles namely Mumbai, Maharashtra and
Goa, Madhya Pradesh, Chhattisgarh, Gujarat, Andhra Pradesh & Telangana,
Karnataka, Tamilnadu, Kolkata, Kerala and Odisha in India and should roll out the
technology in rest circles by end of August 2018.

2. VODAFONE

V
odafone Group plc is a British multinational telecommunications congolomerate,
with headquarters in London. It predominantly operates services in the regions
of Asia, Africa, Europe, and Oceania. Among mobile operator groups globally,
Vodafone ranked second (behind China Mobile) in the number of mobile customers
(535 million) as of 2018. Vodafone owns and operates networks in 25 countries, and

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 has partner networks in 47 further countries. Its Vodafone Global Enterprise division
provides telecommunications and IT services to corporate clients in 150 countries.

3. IDEA
Idea Cellular Limited (commonly referred to as simply Idea, and stylised as !dea) is
an Indian mobile network operator based at Mumbai, Maharashtra. Idea is a pan-India
integrated GSM operator offering 2G, 3G and 4G mobile services. Idea has
220.00 million subscribers as of June 2018 Idea Cellular started its journey in 1995 as
Birla Communications Limited with GSM licenses in Gujarat and Maharashtra
circles.

4. BSNL
Bharat Sanchar Nigam Limited (abbreviated BSNL) is an Indian state-
owned telecommunications company headquartered in New Delhi. It was
incorporated on 15 September 2000 and assumed the business of providing telecom
services and network management from the erstwhile Central Government
Departments of Telecom Services (DTS) and Telecom Operations (DTO) as of 1
October 2000 on a going-concern basis.

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5. AIRCEL
Aircel Ltd. is a defunct Indian mobile network operator headquartered
in Gurgaon that offered voice and 2G and 3G data services. Maxis
Communications held a 74% stake and Sindya Securities and Investments held the
remaining 26%. Aircel was founded by Chinnakannan Sivasankaran and commenced
operations in Tamil Nadu in 1999. It was once a market leader in Tamil Nadu and had
considerable presence in Odisha, Assam and North-East telecom circles.

1.4 SWOT ANALYSIS

SWOT analysis is a framework used to evaluate a company's competitive position by
identifying its strengths, weaknesses, opportunities and threats. Specifically, SWOT analysis
is a foundational assessment model that measures what an organization can and cannot do,
and its potential opportunities and threats.

Elements of a SWOT Analysis

When using SWOT analysis, an organization needs to be realistic about its good and bad
points. The organization needs to keep the analysis specific by avoiding gray areas and
analyzing in relation to real-life contexts. For example, how do the organization’s products
and services compare to those of competing firms? SWOT analysis should be short and
simple, and should avoid complexity and over-analysis because much of the information is
subjective. Thus, companies should use it as a guide and not a prescription.

 Strengths describe what an organization excels at and separates it from the

competition: a strong brand, loyal customer base, a strong balance sheet, unique
technology and so on. For example, a hedge fund may have developed a

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 proprietary trading strategy that returns market-beating results. It must then decide
how to use those results to attract new investors.

 Weaknesses stop an organization from performing at its optimum level. They are
areas where the business needs to improve to remain competitive: higher-than-
industry-average turnover, high levels of debt, an inadequate supply chain or lack
of capital.

 Opportunities refer to favorable external factors that an organization can use to give
it a competitive advantage. For example, a car manufacturer can export its cars into a
new market, increasing sales and market share, if a country cuts tariffs.

 Threats refer to factors that have the potential to harm an organization. For example,
a drought is a threat to a wheat-producing company, as it may destroy or reduce the
crop yield. Other common threats include things like rising costs for inputs, increasing
competition, tight labor supply and so on.

Advantages of SWOT Analysis

A SWOT analysis is a great way to guide business-strategy meetings. It's powerful to have
everyone in the room to discuss the company's core strengths and weaknesses and then move
from there to defining the opportunities and threats, and finally to brainstorming ideas.
Oftentimes, the SWOT analysis you envision before the session changes throughout to reflect
factors you were unaware of and would never have captured if not for the group’s input.

A company can use a SWOT for overall business-strategy sessions or for a

specific segment like marketing, production or sales. This way, you can see how the overall
strategy developed off the SWOT analysis will filter down to the segments below before

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committing to it. You can also work in reverse with segment-specific SWOT analysis that
feeds into an overall SWOT analysis.

STRENGTHS

1. Low tariff: - Company has launched its 4G service with highly competitive or rather
very low tariff. Company has strong financial capacity to withstand initial losses
2. Very wide network:-Company has created wide national network with a huge
investment of around $20 billon. The company has used latest technology and hence
capable to give quality service.
3. Brand Name: - Brand Value of company is very high.

WEAKNESSES

1. Late entry into telecommunication sector: - The telecom sector had grown
exponencially in its initial phases which started around two decades earlier. Presently
market has seen only modest growth and it has become highly competitive due to
entry big players such as Vodafone, Idea etc.

2. Operation of Mobile Number Portability Still not smooth:- Nowadays mobile

number has become identity of a person and hence it is difficult for anyone to change
his mobile number.MNP takes many days for its implementation and it is hard to
manage this transition period. MNP is crucial for Jio as a large number of customer is
expected through migration from existing service providers.

3. Highly dependent upon data consumption: - As per the current trend around 60 to
70 percent of revenue comes from voice calling and hence there is a huge potential
loss for making voice calling free. This loss can be offset only when consumption of
data increases manifold.

OPPORTUNITIES

1. Large scale availability of smart phones: In last 2 decades the number of people
using Smartphone has increased manifolds. If company is able to provide quality
service at competitive rate it can quickly grab large number of customers.

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 2. Increasing rate of data consumption: In its earlier phase almost entire revenue of
the mobile service provider was from voice calling. However since last two years the
proportion of revenue from data users is increasing exponentially which has resulted
in almost 30-40% of the total revenue. Lower data tariff may further increase data
consumption and thus contribute more to the revenue of company.

3. International market:-There is huge opportunity in many developing countries

THREATS

1. Saturated market:- The initial phase of rapid increase in subscriber is now over. A
new entrant like Jio needs a large customer base to cross breakeven point.

2. Highly competitive market:- After the entry of big players like Vodafone,Idea etc
the market has become highly competitive.

3. Changing Government Policy: The changing government policy like cancelling of

2G licences ,imposition of tax with retrospective effect(on Vodafone), refund for call
drop etc, has created uncertainty in the market causing adverse impact on the
investment sentiment.

4. Rapid upgradation in Technology:- From 2G to 3G and 3G to 4G changes have

occurred in very short span of time. Even next generation 5G is approaching shortly.

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 CHAPTER– 2

RESEARCH METHODOLOGY

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2. RESEARCH METHODOLOGY

Research methodology is the specific procedures or techniques used to identify, select,

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

2.1 Statement of the problem

The basic problem of this particular research to be conducted is, the customer satisfaction
after using the Jio, this research is carried mainly to focus on the existing customer and there
satisfaction. Service industry is a large chunk so we cannot give 100 percent assurance to the
service we provide all the time. So rectify the minor problems which may happen after the
purchase, these thing are being critically analysed with the help of the questionnaire.

2.2 Objectives of research problem:

 To understand the Satisfaction level of the customer using Reliance Jio
 To determine the future expectation towards services provide by Reliance Jio.
 To analyse demographic factors of Reliance Jio users.
 To determine the performance of the services provided by Reliance Jio.

2.3 Scope of the study:

This is an initiative in order to connect with people who are related to the organisation i.e.
Customers. The organisation had difficulties to connect with the people related to the
problems which the clients face so the research is based on the satisfaction level of the
customers and there feedback being recorded for the improvement of the service and the
company.

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2.4 Significance of the study:
This study is conducted to analyse the effectiveness of Customer satisfaction with reference
to Cluster Sampling. A study like this can attempt to guide the future plan for organization
which will lead to the growth of the company and the increase of market share

2.5 Types of Research and Research Design

In every aspect of project which is designed on the basis of some observation and research is
made with adapting particular methods and techniques. while doing the research it is
necessary that every information should be unbiased and not prejudiced based on truth and
veracity.

So, for every project a proper methodology should be used which can minimize our efforts
and give us the maximum output with optimal use of the resources.

Type 1: Qualitative Market Research

Qualitative research helps to understand customers and their needs

Qualitative research is used to help us understand how people feel about company and
products. And help to find out why they feel as they do. It is concerned with collecting in-
depth information asking questions related to product. Samples collected for this method are
smaller. Depth interviews gives good information related to research. Question asking related
to product quality, services provided by the company, related to customer satisfaction and
market potential.

TYPE 2: Quantitative Market Research

Quantitative research helps to segmenting customers.

Quantitative research is used to measure how many people feel, think or act in a similar
manner about company and products. These surveys tend to include large samples. Structured
questionnaires are usually used incorporating mainly closed questions - questions with set

26
responses. There are various vehicles used for collecting quantitative information but the
most common are personal interviews.

Research design specifies the methods and procedures for conducting a particular study. A
research design is the arrangement of conditions for collection and analysis of the data in a
manner that aims to combine relevance to their search purpose with economy in procedure.
Research design is broadly classified into three types as:

 Exploratory Research Design

 Descriptive Research Design

 Causal Research Design

Descriptive Research Design

Descriptive research studies are those studies which are concerned with described the
characteristics of individual. In descriptive as well as in diagnostic studies, the researcher
must be able to define clearly, what he wants to measure and must find adequate methods
for measuring it along with a clear-cut definition of population he want to study. Since the
aim is to obtain complete and accurate information in the said studies, the procedure to be
used must be carefully planned. The research design must make enough provision for
protection against bias and must maximize reliability, with due concern for the economical
completion of the research study.

2.6 Sampling Procedure:

 Sample Size: 4

 Type of research: Descriptive Research

 Sampling Technique:
The sampling techniques used in this project are Convenience sampling.

 Sampling Area: Patna, Bihar

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2.7 Source of data collection:

 Primary data:
Primary data is collected from existing and prospective customers by:

a. Questionnaire:
A well-structured questionnaire was used as a tool for asking a set of standardized
questions to know the effectiveness of different channels of marketing for their
response. The data was collected by continuous field survey during the internship
period.

b. Interview:
The next step involved in collecting primary information was done by discussion with
people. Thus valuable information was gathered through informal friendly talks with
the people.

2.8 Limitations of study

 The limitation which I faced during my study was that most of the client hadn’t
entertain me.

 And when I was calling dealers for meeting at that time they hadn’t showing interest.

 The location was not specified clearly I had to randomly go to the different societies
for my survey.

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 CHAPTER – 3

CONCEPTUAL DISCUSSION

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3. CONCEPTUAL DISCUSSION

3.1 Review of Literature

Jio is the telecommunication company owned by reliance ltd. It emerges growing fastest
telecom operator in india as data published in a review of literature jai Bhatia economic &
political weekly October8,2016 vol ll no 41.Jio came up with a vision to generate huge
revenue by providing quality service at a cheaper rate using the latest technology. Initially ,its
growth is high.in the Indian market, it is the first mover advantage for jio with a biggest 4G
network coverage infrastructure all across 22 telecom circles in India. None of its
competitors is having such biggest infrastructure for infrastructure.

As we saw in the year 2012-13, india is 150th in the world in mobile broadband presentation
as well as quality and Jio has really been conceived to change this position, “ the Indian
billionre said.
Jai Bhatia, avail rao palepu in their paper reliance, predatory pricing or predatory behaviour
(October 8,2016) says that Jio can also be understood by predatory pricing strategy to some
extent in the beginning. Jio is also followed the same strategy which made their competitors
think about their pricing process they all have tried to reduce and match with the pricing level
of jio price.

According to the data published www.paulasset.com,reliance jio is good for the Indian
market because it is giving best quality on lower price .the data also explains that presently
jio data traffic is higher (TRAI DATA) compared to its competitors .Jio is also threatening “
as it is expected that it will kill more than 30 business within next 5 to 10years”,according to
poulasset jio will acquire and will hold a major number of market shares in the following
areas.
Mobile (local/STD+SMS), MOBILE DATA (3G/4G),CABLE
TV/D2H/MAGAZINE/NEWSPAPER ,CLOUD STORAGE,MOVIE
DOWNLOAD/WATCHING / NEWS READING APP ,MOBILE WALLET/QUICK PAY &
OTHERS.

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The analytical data shows that it has captured maximum no of market shares within the
shortest period of time .it can also be conclude that the people who are having the jio service
at present , among them 70 to 80% of the users are happy with its service .this number is
higher in rural areasand lesser in the urban areas.by the end of 2017it was expected that there
will be 30 to 40 crore subscribers or more than that. The free app will be no longer be
free,later on the consumer will be spending 6 to10 thousand in a year.it will genererate huge
revenue.

3.2 New development of company:-

 FTTx ( fibre to the X)

FTTx is a crucial part of jio’s telecom business which involve laying lakhs of kilometres of
optic
fibre to take broadband to subscribers ,be is retail or enterprise customer at residence or
office building ,among others.

 Jio merchant
By using jio merchant “ customer can use their jio money wallets to pay merchants from
their bank accounts ,and merchants can use the jio-money merchant app to accept these
payments directly into their bank account .
Using the jio money merchant app, merchants can also make supplier payments, transfer
money between his bank account and use digital petty cash.

3.3 current issue-

 Deployment of new sites

 Sale of jio phone

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 Chapter – 4
Data Analysis and Data
Interpretation

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 4.1 Data Analysis

Data analysis is a practice in which raw data is ordered and organized so that useful
information can be extracted from it. The process of organizing and thinking about data is
key to understanding what the data does and does not contain. There are a variety of ways in
which people can approach data analysis, and it is notoriously easy to manipulate data during
the analysis phase to push certain conclusions or agendas. For this reason, it is important to
pay attention when data analysis is presented, and to think critically about the data and the
conclusions which were drawn.

Raw data can take a variety of forms, including measurements, survey responses, and
observations. In its raw form, this information can be incredibly useful, but also
overwhelming. Over the course of the data analysis process, the raw data is ordered in a way
which will be useful. For example, survey results may be tallied, so that people can see at a
glance how many people answered the survey, and how people responded to specific
questions.

In the course of organizing the data, trends often emerge; modeling the data with the use of
mathematics and other tools can sometimes exaggerate such points of interest in the data,
making them easier for the researcher to see. Charts, graphs, and textual writeups of data are
all forms of data analysis. These methods are designed to refine and distill the data so that
readers can glean interesting information without needing to sort through all of the data on
their own.

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4.2Data Analysis process

Once the necessary data collected, the next task is to aggregate the data in a meaningful
manner. A number of tables are prepared to bring out the main characteristics of the data.
The researcher should have a well thought out framework for processing and analyzing
data, and this should be done prior to the collection.

It includes the following activities:

1. Editing

The first task in data processing is the editing. Editing is the process of examining
errors and omissions in the collected data and making necessary corrections in the
same.

2. Coding

Coding is necessary to carry out the subsequent operations of tabulating and

analyzing data. If coding is not done, it will not be possible to reduce a large
number of heterogeneous data into meaningful categories with the result that the
analysis of data would be weak and ineffective, and without proper focus.

3. Tabulation

Tabulation comprises sorting of the data into different categories and counting the
number of cases that belong to each category. This is also called universal
tabulation. The analysis based on just one variable is obviously meager. Where two
or more variables are involved in tabulation, it is called vicariate or multivariate
tabulation.

4. Analysis

After the all three above steps, the most important step is analysis of the data.

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 1. Gender

OPTION RESPONDANTS
FEMALE 42.4%
MALE 57.6%
PREFER NOT TO SAY 0
TOTAL 100%

Interpretation: As per the research 57.6% of users are male and 42.4% are female.
Inference:: From the given data we can analyze that majority of the people using the services
providing by the Reliance Jio are male.

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 2. Age

OPTION RESPONDANTS

LESS THAN 20 0
21 – 30 84.8%
31 – 40 15.2%
41 – 50 0
50 AND ABOVE 0
TOTAL 100%

Interpretation: As per the data found that 84.80% of users are lay in the age scale between
21-30 years, and other 15.20% users lay in the age group of 31-40 years. That indicate that
the users of Reliance Jio are majority of the young generation.
Inference:: As per the research the age of the users of the services providing by the Reliance
Jio. The data shows that majority of the users are the youth

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 3. Profession:

OPTION RESPONDANTS
STUDENT 87.5%
WORKING PROFESSIONAL 12.5%
BUSINESS PERSON 0
TOTAL 100%

Interpretation :From the above chart it can be interpreted that the research on the
effectiveness of different customers to ask about their profession, by seeing the response we
can say that more than 87 % people have responded were the students though 12.9% people
are working person so we should work on student oriented plans and schemes.
From the above chart it can be interpreted that the research on the effectiveness of different
customers to ask about their profession, by seeing the response we can say that more than 87
% people have responded were the students though 12.9% people are working person so we
should work on student oriented plans and schemes.
Inference : As per the research we find out majority of the Reliance Jio user are the students
as per the profession then the working professional.

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 4. Product using:-

OPTION RESPONDANTS

SIM CARD 90.3%

JIOFY 9.7%

TOTAL 100%

Interpretation : As per the diagram we should get affair idea that people using sim card
more than the Jiofy. So we should modify the plans and advertise it more to improve the
selling.

Inference : As per the study done majority of the Reliance Jio users are using the simcard.

5. Satisfaction towards calling quality.

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 Satisfaction level Percentage
Very Satisfied 25%
Satisfied 22%
Neutral 29%
Unsatisfied 19%
Very Unsatisfied 5%

Interpretation : As per the above diagram 25%, people are very satisfied with the quality of
the call, 22% respondents are satisfied, 29% respondents are neutral, 19 % respondents are
not satisfied, 5% respondents are unsatisfied, so we should work on the maintain the calling
quality standard and improve the calling quality standard.
Inference : As per the study done,majority of the Reliance Jio users are neutral as per
satisfaction level of the calling quality.

6. Satisfaction towards network availability

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 Satisfaction level Percentage
Very Satisfied 9%
Satisfied 51%
Neutral 22%
Unsatisfied 19%
Very Unsatisfied Nill

Interpretation : As per above diagram 9% are very satisfied with the network availability,
51% respondents are satisfied, 22% respondents are neutral, 19% are unsatisfied, and nobody
is very unsatisfied so we should less work on network but we should maintain this position.
Inference: As per the research majority of the Reliance Jio users are satisfied as per
satisfaction level of the network availability.

7. Satisfaction towards data connection

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 Satisfaction level Percentage

Very Satisfied 19%

Satisfied 54%

Neutral 6%

Unsatisfied 16%

Very Unsatisfied 5%

Interpretation : As per above diagram 19% are very satisfied with the data connection,
54% respondents are satisfied, 6% respondents are neutral, 16% are unsatisfied, 5% are very
unsatisfied so we should less work on network but we should maintain this position.
Inference : As per the study done majority of the Reliance Jio users are satisfied as per
satisfaction level of the data connection.

8. Satisfaction towards price.

Satisfaction level Percentage

Very Satisfied 48%
Satisfied 29%
Neutral 16% 41
Unsatisfied 6%
Very Unsatisfied 1%
Interpretation : AS per above diagram 48% are very satisfied with the price factor, 29%
respondents are satisfied, 16% respondents are neutral, 6% are unsatisfied, 1% are very
unsatisfied so we should more work on price factor and we should maintain this as an
strength.
Inference : As per the study done majority of the Reliance Jio users are very satisfied as per
satisfaction level of the price.

9. Satisfaction towards customer service

Satisfaction level Percentage

Very Satisfied 22%
Satisfied 29%
Neutral 32%
42
Unsatisfied 9%
Very Unsatisfied 8%
Interpretation : As per above diagram 22% are very satisfied with the customer service,
29% respondents are satisfied, 32% respondents are neutral, 9% are unsatisfied, 8% are very
unsatisfied so we should but we should work on customer service and retain the existing
customers.
Inference : As per the study done majority of the Reliance Jio users are neutral as per
satisfaction level of the customer service.

10. Awareness about the future products of Reliance Jio

OPTION RESPONDANTS

YES 38.7%
NO 41.9%
MAY BE 19.4%

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 TOTAL 100%

Interpretation : As per the available data 38.7% of the respondent know about the future
product, 41.9% not know, 19.4% are doubtful about the product. So as per the analysis we
find out people are engage with us and waiting for the future products.
Inference : As per the study done majority of the Reliance Jio users are unaware about the
future products of Reliance Jio.

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 My contribution to the body of
knowledge

My contribution to the body of knowledge at the time of my internship at reliance jio

infocom limited is:-

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 Jio sathi program

 Cold calling

 Contribution to student learning program through digital championship.

 Meeting with clients for jio connection.

 Getting deals by selling phones.

 Update leads generated by RSE.

 Advertisement for jio championship program.

 Competitive analysis

 Focused on rural area for selling phones.

 Corporate visits

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FINDINGS, SUGGESTIONS AND
CONCLUSIONS

47
Findings:

 As per the above research done majority of the Reliance Jio customers are male.
 Research done majority of the Reliance Jio customers are 21-30 years old.
 Above research done majority of the Reliance Jio customers are students.
 As per the above research done majority of the Reliance Jio customers are using the
service for the purpose of the study.
 Majority of the Reliance Jio customers are aware about the services through the
Internet.
 As per the above research done majority of the Reliance Jio customers are using the
simcard.
 Majority of the Reliance Jio customers are satisfied as per satisfaction level of the
network availability.
 As per the above research done majority of the Reliance Jio customers are are neutral
as per satisfaction level of the calling quality.
 Reliance Jio customers are satisfied as per satisfaction level of the data connection.
 Research done majority of the Reliance Jio customers are very satisfied as per
satisfaction level of the price.
 As per the above research done majority of the Reliance Jio customers are neutral as
per satisfaction level of the customer service.
 As per the above research done majority of the Reliance Jio customers are unaware
about the future products of Reliance Jio.

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Suggestions:

 To launch special schemes for the students.

 To maintain price level customer friendly.

 To build customer friendly services.

 To work on customer care services.

 To provide the services in remote areas.

 To provide services as per the customer expectation.

 Maintain the plans and network quality.

 Increase the reachability towards the remote areas.

 Make prime with low subscription fee and have plans suitable to usage
.
 Improve the calling quality.

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Conclusions:
This study undertaken by me is an attempt to understand, and appreciate the plans and
processes involved in acquiring customers in case of Jio. Through Jio, I have identified
various channels of acquisition, their different respective approaches. This study helped me in
understanding that how subscriber data and voice usage are tracked with the help of technical
tools like – “Jio Analytics” . An analysis of competitors of Jio and their various plans have
been compared in this project that provided me with a deeper understanding of the
differentiation strategy undertook by Jio. Jio has entered the telecom sector recently. Hence,
choosing this project involved an insight into the development of a marketing plan.

Customer acquisition will always be a driver for businesses, which is the main reason
inbound marketing is such a rapid growth industry right now. Inbound tools are ideal for
attracting qualified potential clients and converting them into sales.

This project also includes a study of the telecom sector as a whole and through Jio, this
project provides a brief introduction and idea about the basics of telecom industry.

A good business is the one which is win-win for all parties involved, and Jio is doing it pretty
well. Data is the oxygen of digital life. Jio is more than just a business

50
APPENDIX AND
BIBLIOGRAPHY

51
 Appendix

Questionnaire
1. Gender

I. Male
II. Female
2. Age

I. Less than 20
II. 21-30
III. 31-40
IV. 41-50
V. 50 and above

3. What is your profession ?

i) Student
ii) Working professional
iii) Business personal
iv) Other (then mention)………………………

4. Are you using Reliance Jio?

i) Yes

ii) No

5. Which product do you use?

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 i) Sim card

ii) Jiofi

6. Rank the following options from 1 to 5. There 1 (highest) and 5 (least).

i) Service
ii) Plans
iii) Quality
iv) Network
v) Data speed

7. Mark the row opposite the column.

Very Satisfied Neutral Unsatisfie Very

Satisfied d Unsatisfied
1) Calling quality
2) Network availability
3) Data connection
4) Price
5) Availability
6) Customer service

8. How do you know about the product ?

i) Newspaper

ii) Internet

iii) Tv/Radio

iv) Other (specify) ……………..

9. Are you aware about the future products and services that will be launching soon?

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 i) Yes

ii) No

Bibliography:

1) Websites:
 TARI website www.tari.in
 Reliance Jio official website www.jio.com
 Reliance official website www.ril.com
 www.iimidr.ac.in
 gadgets.ndtv.com/tags/reliance-jio/articles
 economictimes.indiatimes.com/topic/Reliance-Jio
 indianexpress.com/about/reliance-jio/
 www.business-standard.com/topic/reliance-jio-16
 www.thehindu.com/business/reliance-jio-admits-to-systems.
 www.moneycontrol.com › NEWS › BUSINESS

2) Books and Journals:

 Philip kotler(author)
 Times of India journals.
 Free press journal.
 IIM – Rohtak journal.

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