A study on Customer Satisfaction on Reliance Jio .

PROJECT REPORT

Submitted to the Bharathiar University in partial fulfilment of the requirements for the award
of the degree of

BACHELOR OF COMMERCE WITH COMPUTER APPLICATION

Submitted by

DEPARTMENT OF COMMERCE
AJK COLLEGE OF ARTS & SCIENCE
Coimbatore , Tamil Nadu – 641 105

1
 DEPARTMENT OF COMMERCE

CERTIFICATE

This is to certify that the project work entitled " A study on Customer Satisfaction on
Reliance Jio" is a bonafide record of the work done by requirements for the award of the
Degree of Bachelor of Commerce in Computer Application of

during the year 2019-2020.

------------------------ ------------------------- --------------------------

FACULTY GUIDE HOD DEAN

--------------------------------------
PRINCIPAL

Entitled for viva voice examination held on -----------------------------------

INTERNAL EXAMINER EXTERNAL EXAMINER

DECLARATION

2
I. hereby declare that the ‘A study on compensation and welfare facilities provided by the Instrumentation

Limited Palakkad’, submitted to Bharathiar University, in partial fulfillment of the award of Bachelor of

Commerce with Computer Applications is the record of original work done by me during 2019-20 under the

guidance of, AJK College of Arts and Science, Coimbatore-105.

PLACE: SIGNATURE

DATE:

ACKNOWLEDGEMENT

3
First and foremost I would like to thank Almighty God for this presence throughout to do this Internship
Training.

I acknowledge my deep sense of gratitude to I take pleasure in expressing my gratitude t, for her valuable
guidance during the project period.

I thank D who taught me the root language and gave me the motivation, valuable guidance and all the
facilities extended towards the completion of this report.

I thank my beloved parents and all my friends whose bits of information’s made me to carry my work with
more effort and interest.

CONTENTS

4
 Chapters Title Page
No.

1 Introduction

2 Review of
Literature

3 Company Profile

4 Data Analysis &

Interpretation

5 Findings,
Recommendations
& Conclusion

Bibliography

List of
Abbreviations

Annexure

CHAPTER 1 INTRODUCTION TO THE STUDY

Customer is the real asset to any organization and the satisfaction occupies an important
place for business and management. Every firm is expected to maximize the satisfaction in order
to get more market share and profit.

5
 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,2015and by May 2016
telephone subscriber (mobile & landline) is 1058.01 million. As on 30 September 2017, there
were 324.89 million internet subscribers in the country.

Indian telecom industry underwent a high pace of market liberalisation and growth since
the 1990s and now has become the world's most competitive and one of the fastest growing
telecom markets. The Industry has grown over twenty times in just ten years, from under 37
million subscribers in the year 2001 to over 846 million subscribers in the year 2011. India has
the world's second-largest mobile phone user base with over 1183.04 million users as of
September 2017. It has the world's second-largest Internet user-base with over 324 million as of
September 2017.

With this we know 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

6
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. 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.

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,

7
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.

TELECOM SCENARIO IN INDIA

The Indian Telecommunications Sector has grown rapidly in the last few years. While
Government reforms and initiatives have played a very important part, industry has been the
major driver of this remarkable growth. India now has the second largest network in the world,
next only to China. India crossed the landmark of one billion telephone subscribers in the year
2015-16, and the total subscription now stands at 1209.96 million as on 31.08.2017. Out of this,
502.50 million connections are in rural areas and 707.46 million in the urban areas. Wireless
telephony constitutes 98.04% (1186.21 million) of all subscriptions whereas share of the landline
telephony now stands at only 1.96% (23.75 million) at the end of August, 2017.

The overall tele-density in India stands at 93.74% as on August 2017. In rural areas, tele-density
was 56.87% and in urban areas it was 173.72% at the end of August, 2017.

INTERNET AND BROADBAND PENETRATION

The Government has placed considerable emphasis on growth of internet and broadband in
the country as part its Digital India campaign. Total internet connection in India at the end of
June, 2017 stood at 431.21 million, of which 293.82 million was in urban areas and 137.39
million was in rural areas. The growth of narrow band and broadband in India over the last
three years is as under:

(in millions)
Narrowband Broadband

8
 Wired Wireless Wired Wireless
31.03.2013 6.54 143.20 15.07 -
31.03.2014 3.64 487.07 14.85 46.07
31.03.2015 3.55 199.60 15.52 83.68
31.03.2016 3.46 189.44 16.98 132.77
31.03.2017 3.33 142.34 18.24 258.27
Upto 3.33 127.04 18.33 282.51
30.06.2017
Source: Dept of Telecommunications
It may be seen that the total number of broadband subscribers has increased from 60.87 million
at the end of March, 2014 to 300.84 million at the end of June, 2017, registering a CAGR of
45.64 percent during the period March, 2014 - June, 2017. In the month of December, 2017, 7.43
million subscribers submitted their requests for Mobile Number Portability (MNP). With this, the
cumulative MNP requests increased from 330.98 million at the end of Nov-17 to 338.41 million
at the end of Dec-17, since implementation of MNP.

TOTAL TELEPHONE SUBSCRIBERS

The number of telephone subscribers in India increased from 1,185.88 million at the end
of Nov 17 to 1,190.67 million at the end of Dec-17, thereby showing a monthly growth rate of
0.40%. The urban subscription increased from 684.89 million at the end of Nov-17 to 688.25
million at the end of Dec-17, and the rural subscription also increased from 500.99 million to
502.42 million during the same period. The monthly growth rates of urban and rural subscription
were 0.49% and 0.28% respectively during the month of Dec-17.

9
The overall Tele-density in India increased from 91.61 at the end of Nov-17 to 91.90 at the end
of Dec-17. The Urban Tele-density increased from 167.72 at the end of Nov-17 to 168.29 at the
end of Dec-17, and the Rural Tele-density also increased from 56.54 at the end of Nov-17 to
56.66 at the end of Dec-17. The share of urban and rural subscribers in total number of telephone
subscribers at the end of Nov-17 was 57.80% and 42.20% respectively.

10
Overall Tele-density (Circle/State Wise) – As on 31st December, 2017

Access Service Provider-wise Market Shares in term of Wireless

Subscribers as on 31st December, 2017

11
OBJECTIVES OF THE STUDY

 To know about the awareness level of the customer towards Reliance Jio sim
 To identify the customer satisfaction level towards Reliance Jio sim
12
  To find out the factors influencing the customer
 To identify the reason to buy the Reliance Jio sim
 To give opinion about the Reliance Jio service

SCOPE OF STUDY

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

STATEMENT OF THE PROBLEM

No company can survive in a long run without satisfying its customer even though it
offers cost free services. Hence, wanted to study the users satisfaction level of Jio.

RESEARCH METHODOLOGY

Research methodology is a way to systematically solving the research problem. Various

steps are adopted in the study the problem along with logic behind them. The research
methodology includes description about why the research study has been undertaken, how the

13
hypothesis if any has defined, what data have been collected and what particular method have
been adopted. In brief, research methodology of the study would help planning, executing,
bringing relevance and reviving he purpose of the study.

Area of study

The area was confined in Palakkad city only. Respondents willingly participated in answering
questions.

Sample procedure

The sample consisted of 100 respondents out of 100 60 are male respondents and 40 are female
respondents.

Sources of data

To accomplish, the objective of study the research has to depend on both primary and secondary
data.

 Primary data
Primary data were collected through interview schedule. This interview schedule was designed
to cover all the aspects under the study.

 Secondary data
Secondary data were collected from journals, newsapers, textbooks & through internet browsing
etc.

Period of study: The study was undertaken for the period of 3 months i.e, from December
2017 to February 2018.

CHAPTER SCHEME
The project is divided into 5 chapters

14
Chapter: 1
The first chapter covers introduction of reliance jio, objectives of the study, research
methodology, and scope of the study, statement of the problem and limitations of the study.

Chapter: 2
The second chapter deals with the review of literature of the study.

Chapter: 3
The third chapter includes the industry profile and company profile.

Chapter: 4
The fourth chapter determines the analysis and interpretation.

Chapter: 5
The final chapter brings finding, suggestions and conclusion of the research.

LIMITATIONS

• Only 100 respondents were interviewed due to lack of time.

• As in depth study was not possible due to time constraints.
15
• The study was conducted at Palakkad town only. Hence the result may not be
generalized.
• There may be chance of bias in the data collected from the respondents.
• The data given by the respondents may limit to their knowledge, feeling and awareness.
• Conclusions were made based on the opinion given by the respondents only.

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 CHAPTER 2

REVIEW OF LITERATURE

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 REVIEW OF LITERATURE

CUSTOMER SATISFICATION

Consumers can evaluate a product along several levels. Its basic characteristics are
inherent to the generic version of the product and are defined as the fundamental advantages it
can offer to a customer. Generic products can be made distinct by adding value through extra
features, such as quality or performance enhancements. The final level of consumer perception
involves augmented properties, which offer less tangible benefits, such as customer assistance,
maintenance services, training, or appealing payment options. In terms of competition with other
products and companies, consumers greatly value these added benefits when making a
purchasing decision, making it important for manufacturers to understand the notion of a “total
package” when marketing to their customers. Sensations can be defined as the passive process of
bringing information from the outside world into the body and to the brain. The process is
passive in the sense that we do not have to be consciously engaging in a "sensing" process.
Perception can be defined as the active process of selecting, organizing, and interpreting the
information brought to the brain by the senses.

P. Vijay, (2016) examined Customer preferences towards the mobile network service
provider – A study with the special reference to Coimbatore city. Their study exposed that the
majority of the respondents have given top preferences to Airtel and least preferences to Aircel in
preferring the network service providers. Their study also revealed that their respondents had
given top preferences to service quality, Value added services in preferring the network service
providers.

Darlami, (2016) The main objective of the study is to find the market potential and
market penetration of Reliance JIO in Muradnagar. Descriptive research design is used.
Convenience sampling technique is used and the sample size is 300. A structured questionnaire is
used to collect the primary data and the collected data are analyzed through percentage analysis
and bar charts. His study revealed that 71.23% respondents were satisfied with Reliance JIO and
the customers are highly satisfied with the 4G services provided by Reliance JIO.

18
 Aman Banchhor (2015), state in their study that Jio is the only company who is using
fourth generation (4G) LTE services and which is operating its network on 1800 MHz and 2300
MHz bands in Mumbai. Jio facilitate the normal download speed of 15-20 mbps. Lowest
international call tariff in the world. 4G handset with free connection for starting at as less as
Rs.2999. No surge pricing on public holidays, festivals and New Year. Reliance Jio manipulate
some marketing strategies of competitive pricing and tariff plans, jio is offering special operating
own apps like Jioplay, Jiomoney, Jiosecurity etc., Jio is going to charge 1/10th of standard in
telecommunication charge, Focusing on calls, text and data respectively without any roaming
charges throughout India and Student gets an additional 25% data usage if they registered their
sim card on a student ID.

Rajan Drmlami (2015) expresses in the study that 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 technology advanced stuff required by almost
everybody in today’s environment. From the details it can be concluded that 80% of Reliance Jio
users preferred to remain with Reliance Jio and fully satisfied. Also good number of customers
who are living to switch from their respective subscribers showed interest in Relaince 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.

Sean Rodrigues (2015), concludes his study as the customers do not prefer reliance
network therefore it will be a hard task to get a good customer base for the 4G network. So, it is
very crucial to improve the image of the 2G and 3G services available. And also mentioned in
the study that deployment of 4G network in India is certainly not going to be easy as the telecom
operators face the challenge to launch a new network along with improving the existing 2G and
3G networks in the country. Since Airtel will be the first to launch 4G services in India whereas
Reliance Jio plans to enter the market after a month, Airtel will already acquire a good customer
base. “Since Reliance Jio in a pre-launch phase it is very early to specify the drawbacks”.

19
 Abhishek Kumar Singh and Malhar pangrikar (2013), they conclude their study
that 4G revolution is started in Pune by Airtel. Drastic changes and improvements from 3G
technology need to be a priority. But if done intelligently and thoroughly, 4G holds enormous
potential for Pune and can really create a boom in the IT industry, key to the Indian economy.
Hence the evolution from 3G to 4G will be stimulated by services offering enhanced quality,
requires increased band width, needs elevated sophistication of large-scale information
provisions and must have improved customization capabilities to support user demands.

Gupta, (2015) examined the perception of customers towards cellular phone services.
His study revealed that price is a very considerable factor for selecting any service provider with
lowest price schemes and they should concentrate on the problems which are faced by the
customers like busy network, cross talks, range of mobile connectivity. The ultimate aim of their
study is to identify the different perception and expectation of customers towards mobile phone
services. Area sampling technique is used in the study and the sample size is 121. The primary
data were collected by a structured questionnaire through personal interview. Simple arithmetic
mean and percentage analysis were used to interpret the collected data. Gupta’s stud has
concluded that the consumers were highly satisfied with the long duration recharge facility which
saves their time and also recommended that the service provider should concentrate on the
problems which are to be faced by the consumers like busy network, range of mobile
connectivity and cross talks.
Shah, (2012) examined Consumer preferences for mobile service providers – An
empirical study in Bardoli. His study revealed that large proportion of the respondents has
chosen an MSP operators recommended by their family members, friends and peers. His study
also revealed that customers are very keen on service quality and brand image.

Chakraborty, (2013) examined Customer satisfaction and expectation towards Aircel,

A research conducted in West Midnapore. His study revealed that there is a big scope of further
penetrating into the current market scenario by more innovative marketing strategies. His study
also revealed that, the people has less awareness towards the usefulness of VAS, WAP, etc.

Liwen Zhang (2010) did a study titled “a survey on long term evolution” Long Term
Evolution (LTE) is a significant project of 3rd Generation Partnership Project (3GPP), initially

20
proposed on the Toronto conference of 3GPP in 2004 and officially started as LTE work item in
2006. LTE, as a transition from the 3rd generation (3G) to the 4th generation (4G), has achieved
great capacity and high speed of mobile telephone networks without doubt. It defines a new
packet-only wideband radio with flat architecture and assumes a full Internet Protocol (IP)
network architecture in order to assure voice supported in packet domain in design. In addition, it
is combined with top-of-the-line radio techniques in order to gain better performance than Code
Division Multiple Access (CDMA) approaches. LTE provides scalable carrier bandwidths from
1.4 MHz to 20 MHz and frequency division duplexing (FDD), as well as time division duplexing
(TDD). In this paper, it presents an overall description of LTE technology separately in different
aspects of LTE architecture and technical principles to clarify how LTE as a radio technology
achieves a high performance for cellular mobile communication systems.

Irfan Ullah (2012) Did a study titled “A study and analysis of Public Wi-Fi”. The
objective of this survey is to compare different technologies with Wi-Fi in terms of cost factor,
bandwidth and performance factor, and technology implementation factor The goal of this thesis
is to analyze and compare different wireless network technologies with as focus on availability,
number of nodes, total cost, end-user cost, vendor cost, range, reliability and security. The goal is
to compare Local Area Network Wi-Fi technology (IEEE 802.11 a/g) with mobile wireless
technology like 3G, 4G and LTE.

Ayvazian, B 2010 did a study on the other backs LTE – “Long Term Evolution (LTE) has
entered the mobile market as 3G has achieved wide deployment by mobile operators and
subscriber adoption worldwide. Mobile broadband traffic is exploding at 100 percent per year in
many markets, largely due to the growing popularity of 3G-enabled smart-phones, laptops, and
tablet computers. To address this growing demand for mobile broadband, the 3rd Generation
Partnership Project (3GPP) standards body developed LTE as the next logical technological step
for over 4 billion mobile subscribers on existing 3GPP and 3GPP2 networks. 7 On the one hand,
LTE serves as the evolutionary path from 3G to 4G, transforming the mobile industry by
supporting ultra-fast broadband, significantly improving the user experience, substantially
improving end-user throughputs, increasing sector capacity, and reducing user plane latency.

LTE is designed as a simple and flat, all-IP data-centric network architecture resulting in low
operating costs for operators. LTE has an extremely low latency between network elements and

21
end-to-end devices which is about 10 times lower than that of current 3G networks. LTE
leverages existing mature radio technologies while also taking advantage of the fast moving
semiconductor processing technologies that enables a low cost deployment even from the very
beginning.”

Leelakulthanit and Hongcharn (2011) investigated the determinants of customer

satisfaction by interviewing 400 mobile phone users in Thailand. Their study found that
promotional value, quality of customer service at shops and corporate image play the most
important role in determining customer satisfaction.

Alom, Khan, & Uddinl (2010) interviewed 60 university students in Bangladesh who
were also mobile users, to identify the determinant factors in selecting mobile service providers.
Results of that study revealed two factors, brand image and perceived call rate, to have the most
influence on the consumers’ selection decision of a mobile service provider in Bangladesh.

Bugel, Buunk, & Verhoef (2010) examined commitment to companies, in The

Netherlands, using the psychological investment model. The study examined the
customercompany relationships in five sectors: the banking industry, health insurance,
supermarkets, mobile telecom providers, and the automotive industry. The study recruited 300
respondents for each sector. With regard to satisfaction, the outcome of the study suggests that
satisfaction plays an important role in determining customer commitment for service providers
and there is a positive correlation between improving customer satisfaction and gaining customer
loyalty.

Sadia, Tasneem, & Khan (2011) examined customer loyalty in the telecommunication
industry in Pakistan, using 146 cell phone users. The study found that customer loyalty is shaped
mainly by: trust, service quality, staff loyalty, and switching cost. The results of this study agree,
partially, with a study by Boohene and Agyapong (2011) of 460 clients of Vodafone Telecom
Company in Ghana. This study concluded that satisfaction does not necessarily lead to loyalty,
while service quality was found to be strongly and positively correlated with loyalty. However, it
can be noticed from the findings of this study that customer satisfaction is already built into

22
service quality. Customers perceive service quality positively if they are satisfied with the
service provider and with the services offered to them

Cygnus Business Consulting & Research Pvt. Ltd. (2008), in its “Performance
Analysis of Companies (April-June 2008)” has analyzed the Indian telecom industry in the
awake of recent global recession and its overall impact on the Indian economy. With almost
56million subscribers are being added every month, and the country is witnessing wild
momentum in the telecom industry, the Indian telecom industry is expected to maintain the same
growth trajectory.

T.H. Chowdary (1999) discusses how Telecom reform, or demonopolization, in India

has been bungled. Shaped by legislation dating back to the colonial era and post Second World
War socialist policies, by the mid-1980s India realized that its poor telecommunications
infrastructure and service needed reform. At the heart of the problem lay the monopoly by the
government’s Department of Telecommunications (DOT) in equipment, networks and services.
The National Telecom Policy 1994 spelt out decent objectives for reform but tragically its
implementation was entrusted to the DOT. This created an untenable situation in which the DOT
became policymaker, licenser, regulator, operator and also arbitrator in disputes between itself
and licensed competitors.

Cygnus Business Consulting & Research Pvt. Ltd. (2008), in its “Performance
Analysis of Companies (April-June 2008)” has analyzed the Indian telecom industry in the
awake of recent global recession and its overall impact on the Indian economy. With almost
56million subscribers are being added every month, and the country is witnessing wild
momentum in the telecom industry, the Indian telecom industry is expected to maintain the same
growth trajectory

Philip Kotler (2008) observed that satisfaction is a person's feelings of pressure or

disappointment resulting from product's perceived performance (outcome) in relation to his or
her expectations. Consumer satisfaction is the level of a person's felt state resulting from
comparing a product's perceived performance (outcome) in relation to the person's expectations.

23
This satisfaction level is a function of difference between perceived performance and
expectations. If the product's performance exceeds expectation, the customer is highly satisfied
or delighted. If the performance matches the expectations, the customer is satisfied. If the
products performance falls short of expectations, the customer is dissatisfied. Consumer
satisfaction or dissatisfaction is the feeling derived by the consumer when he compares the
product's actual performance with the performance that he expects out of it. Consumers make
their expectations from the service quality, service, delivery, communications, past experiences
and references. These all are to be judged correctly by the management so that their perceptions
match with consumer expectations. If any of these factors are wrongly interpreted then the
expected level of consumer satisfaction cannot be reached.

Seth (2008) analyzed that there is relative importance of service quality attributes and
showed that responsiveness is the most importance dimension followed by reliability, customer
perceived network quality, assurance, convenience, empathy and tangibles.

Siew-Phaik Loke, (2011) their study is to examine the impacts of reliability,

responsiveness, assurance, empathy and tangible aspects on customer satisfaction. Gap analysis
was used to determine the perceived importance and satisfaction on each dimension of service
quality. Regression Analysis was used to test the relationship between service quality and
customer satisfaction. Results indicated that reliability, responsiveness, assurance and empathy
significantly positively influenced customer attitudes in terms of satisfaction and loyalty. In
addition, t-tests results showed that there was a significant gap between the perceived satisfaction
and importance (P-I) on all the service quality dimensions.

Regeena J. Murali, (2015) Her study is based on the preferences and satisfaction level of
consumers on mobile network services and also the factors considered by them while purchasing
mobile network. Non probability convenience sampling method is used. Factor analysis, KMO
and Bartlett’s test were the statistical tools used in the study. Her study revealed that network
interception is the important factor for causing dissatisfaction and brand name is considered as
important factor for choosing a service provider.

24
 Raj Kumar, (2010) their study examined how communication and price were most
influential and preferential factors in selecting telecommunication service provider. Convenience
sampling method is used. A structured questionnaire is used to collect primary data from the
respondents. Collected data were analysed, reliability and factor analysis were carried out. The
outcome of their research shows a comprehensively integrated framework to understand the
relationships among several dimensions. Their study revealed that consumer’s perception is
widely varied in accordance with the communication quality, call service, facilities, price,
customer care and service provider’s quality.

GhaniKanesanbin, (2013) their study attempted to examine the impact of service quality
dimensions on customer satisfaction. The sample size of the study was 225. Gap analysis was
used to determine the perceived and expected satisfaction level on each service quality
dimensions and regression analysis was conducted to test the relationship between the
SERVQUAL dimension and customer satisfaction. The results indicated that all 5 service quality
dimensions positively influenced customer satisfaction in terms of loyalty and attitudes. In
addition, t-tests results showed that there was a significant gap between the perceived satisfaction
and expectation (P-E) on all of the service quality dimensions.

25
 CHAPTER 3
COMPANY PROFILE

CHAPTER 3 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
26
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.

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:

27
 • 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.

ESTABLISHMENT OF TRAI
The 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
DoT.

The functions allotted to the TRAI included:

28
 • To recommend the need and timing for introduction of new service provider  To
protect the interest of customers of telecom services.
• To settle disputes between service providers.
• To recommend the terms and conditions of license to a service provider .
• 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.

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

29
 • 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

• 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

COMPANY PROFILE RELIANCE

JIO

Reliance Jio Infocomm Limited or Jio is an LTE mobile network operator in India. It is
a wholly owned subsidiary of Reliance Industries headquartered in Navi Mumbai, Maharashtra
that provides wireless 4G LTE service network (without 2G/3G-based services) and is the only
'VoLTE-only' (Voice over LTE) operator in the country which lacks legacy network support of
2G and 3G, with coverage across all 22 telecom circles in India. The services were first
betalaunched to Jio's partners and employees on 27 December 2015 on the eve of 83rd birth

30
anniversary of late Dhirubhai Ambani, founder of Reliance Industries,and later services were
commercially launched on 5th September 2016.

Reliance Industries Ltd’s (RIL) telecom unit starts offering free services from 5th
September 2016 to 31 Dec 2016; again the commercial launch free services extend next three
month from 31 March 2017 onwards. While the company has stated an altruistic objective for
Reliance Jio Infocomm Ltd. that of putting India on the global map for mobile broadband
Internet access there is no denying that this announcement has jolted the telecom ecosystem
across the country.

Reliance's Jio has come out with free to low subscription; it could attract more customers
and create a strong customer base. The satisfied Jio customer would act as the advertising tool
for the company without any additional cost. According to a survey conducted by Bank of
America Merill Lynch around 67% surveyed customers in India are willing to use Reliance Jio as
a secondary connection rather than a primary connection once the telco stops offering free
services in the country

HISTORY

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband
Services Limited (IBSL) for 4,800 crore (US$760 million). Although unlisted, IBSL was the
only company that won broadband spectrum in all 22 circles 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.

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

31
 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$26 million)
which was arbitrary and unreasonable, and contributed to a loss of ₹2,284.2 crore (US$360
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.

The company commercially launched its services on 5 September 2016. Within the first
month of commercial operations, Jio announced that it had acquired 16 million subscribers. This
is the fastest ramp-up by any mobile network operator anywhere in the world. Jio crossed 50
million subscriber mark in 83 days since its launch. subsequently crossing 100 million
subscribers on 22 February 2017. By October 2017 it had about 130 million subscribers.

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) 

32
  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 24odafon 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).

Partnerships

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

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

In February 2017, Jio announced a partnership with Samsung to work on LTE - Advanced Pro
and 5G.

Products and Services

 JioPhone

On 21 July 2017, Jio introduced its first affordable 4G feature phone, powered by KaiOS,
named as JioPhone. The price announced for it is with a security deposit of 1500 which can be
withdrawn back by the user by returning the JioPhone at Jio stores only after 3 years. This phone
was released for beta users on 15 August 2017 and pre-booking for regular users started on 24
August 2017

 4G Broadband

33
 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. Jio offers fourth-generation (4G) data and voice
services, along with peripheral services like instant messaging and streaming movies and music.

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 Smartphones

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

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

 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 Surat, Ahmedabad in Gujarat, and
Visakhapatnam in Andhra Pradesh,Indore, Jabalpur, Dewas and Ujjainin 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.

34
  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:

1) MyJio - Manage Jio Account and Digital Services associated with it

2) JioTV - A live TV channel service
3) JioCinema - An online HD video library
4) JioChat Messenger - An instant messaging app
5) JioMusic - A music player
6) Jio4GVoice (earlier JioJoin) - A VoLTE phone simulator
7) JioMags - E-reader for magazines
8) JioXpressNews - A news and magazine aggregator
9) JioSecurity - Security app
10) JioDrive - Cloud-based backup tool
11) JioMoney Wallet - An online payments/wallet app
12) JioSwitch - Transfer content
13) JioNet - Connect to JioNet Wi-fi

 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.

35
 Reliance Jio Infocomm Limited

Type Subsidiary of RIL

Industry Telecommunications

Founded 2010; 8 years ago

Founder Mukesh Ambani

Headquarters Navi Mumbai, Maharashtra, India

36
Key people • Sanjay Mashruwala (Managing Director)
• Jyotindra Thacker (Head of IT)
• Akash Ambani (Chief of Strategy)

Products • Mobile telephony

• Wireless broadband

Parent Reliance Industries

Subsidiaries LYF

Website www.jio.com

MAIN PLAYERS IN MARKET

AIRTEL

 It is the first largest mobile network in India.

 Airtel is one of the largest cellular service provider in India, with over 260 million
subscribers.
 Largest Telecom operator in the world with 200+ million subscribers across 19 countries
makes Airtel a strong brand.
 Airtel is the only Indian operator, with VSNL, that has an international submarine cable.
 High brand visibility of Airtel.
 Strong advertising with celebrity brand ambassadors has boosted the brand.
 Airtel has great value added services like Airtel money, online recharges, and bill
payments.
 Airtel stores, kiosks, sponsorships etc have boosted the brand presence worldwide.
 Countries like Srilanka, Bangladesh, Africa have a strong subscriber base.

37
IDEA

 Announcing the launch of 4G services Mr. Himanshu Kapania, Managing Director, Idea
Cellular.
 Idea 4G has been launched in 10 circles, over 700 towns on the 1800 Mhz band Top
Offers during launch.
 Idea is a strong telecom brand with huge presence in the Indian rural market  High brand
visibility and high recall of the brand.
 Idea provides flexible plans for prepaid, postpaid and enterprise customers .
 Good advertising of Idea cellular using TVCs, print ads, online ads etc.
 Celebrity brand ambassadors have promoted the brand ensuring a good connect with
customers.
 Idea has 200+million customers spread pan India.
 Strong backing on parent company Aditya Birla ensure financial stability of the brand.
 Merger of Idea with Vodafone in India would ensure larger customer base and more
business.
 Complete website which allows customers to recharge, pay bills etc.  Customer touch
points like Idea stores, apps etc are fully developed.

VODAFONE

 Vodafone Mobile Services Limited Is The Second Largest Mobile Network Operator In
India.
 On 8 December 2015, Vodafone Announced The Roll Out Of Its 4G Network In India On
1800 Mhz Band, Starting From Kochi, Kerala.
 Vodafone is one of the most popular cellular service provider across the world.
 Vodafone has over 1000,000+ employees globally.
 The company provides landline, mobile telephony, digital TV services etc.
 Vodafone has a very high brand visibility and strong brand recall.
 Strong advertising with ZooZoo concepts made Vodafone ads very popular.
 Tieup with international sports like FormulaOne and other popular sporting events.
 Vodafone has its presence in 150+ countries and services more than 470 million
customers.

38
  Diverse services like payment options (m-Pesa), mHealth services, foundation etc are
provided.
 Highly efficient website ensures easy online payments, recharges, service activitations.
 Provides movies, music etc through various Vodafone apps.

AIRCEL

 Aircel is company under the parent company Maxis Communications; Apollo Hospital.
 Aircel is one of the largest telecom companies in India with 90 million subscribers.
 Aircel has a strong presence in states like Tamil Nadu, North Eastern states in India.
 The company has focused on good advertising and marketing.
 Sponsorship of events and IPL sports teams increased brand visibility.
 Good website catering to needs of customers like bill pay, recharge etc.
 Apart from mobile services, Aircel offers broadband services.

CHAPTER 4 DATA
ANALYSIS AND INTERPRETATION

39
 CHAPTER 4 ANALYSIS AND INTERPRETATION
The term analysis refers to closely related to operations that are performed with the purpose of
summarizing the collected data organizing in such a manner yielding answer to the question. In simple
words, it means studying the tabulated material in order to determine inherent facts and meanings.

Analysis involves organizing the data in manner interpretation that explains facts and figures. Thus
interpretation proceeds to knowledge and analysis is hardly complete without interpretation coming into
play. The problem of analysis interpretation varies from one study to another. The tools used are:

 Simple percentage analysis

This is the simplest way to analyze different type of data in this method. We found of that
percentage of each data with respect to total. Using this percentage rate we can analyze data. Number of
respondents 100*100

 Chi-square test
Chi square test commonly used to compare observed dta with data we would except to obtain
according to a specific hypothesis.

It is used for measuring the association or relationship between two attributes and to test whether there is a
significant difference between the observed numbers of responses expected number of responses under the
assumptions of null hypothesis or vice-versa

 Spearman’s rank correlation coefficient

In statistics, spearman’s rank correlation coefficient is defined as the person correlation coefficient
between the ranked variables. It is a nonparametric measure of statistical dependence between two
variables. it assess how well the relationship between two variables can be described using a
monotonic function.

40
 TABLE 4.1

GENDER WISE CLASSIFICATION

NO OF % OF
GENDER
RESPONDENTS RESPONDENTS

MALE 57 57

FEMALE 43 43

Total 100 100

SOURCE: primary data

41
 CHART 4.1
GENDER WISE
CLASSIFICATION

GENDER

FEMALE, 43

MALE , 57

Figure 1

INTERPRETATION:

 From figure 1 we can interpret that 57% of the respondents are male and 43% of respondents are
female.

TABLE 4.2

42
 AGE WISE CLASSIFICATION

NO OF % OF
AGE
RESPONDENTS RESPONDENTS
BELOW 15 8 8

15-30 44 44

30-45 32 32

45 ABOVE 16 16

Total 100 100

SOURCE: primary data

CHART 4.2

AGE WISE CLASSIFICATION

43
 AGE GROUP

44

32

16
8

BELOW 15 15-30 30-45 45 ABOVE

Figure 2

INTERPRETATION:
 8% of the respondents are below the age group of 15 years.
 44% of the respondents are between the age group of 15-30 years.
 32% of the respondents are between the age group of 30-45 years.
 16% of the respondents are above the age group of 45 years.

TABLE 4.3

OCCUPATIONAL STATUS OF THE RESPONDENTS

NO OF % OF
OCCUPATION
RESPONDENTS RESPONDENTS
44
 STUDENT 51 51

SALARY PEOPLE 30 30

BUSINESS 7 7

OTHERS 12 12

Total 100 100

Table 1

CHART 4.3 OCCUPATIONAL STATUS OF THE

RESPONDENTS

45
 OCCUPATION
60

50

40

30

20

10

0
STUDENT SALARY PEOPLE BUSINESS OTHERS

Figure 3

INTERPRETATION:
 51% of the respondents are students.
 30% of the respondents are salary people.
 7% of the respondents are business.
 12% of the respondents are other category people.

TABLE 4.4

INCOME OF THE RESPONDENTS

NO OF % OF
INCOME
RESPONDENTS RESPONDENTS
BELOW 10000 14 14

46
 10000-20000 28 28

20000-30000 36 36

30000 ABOVE 22 22

TOTAL 100 100

Table 2

CHART 4.4 INCOME OF THE

RESPONDENTS

47
 INCOME

40

35

30

25

20

15

10

0
BELOW 10000 10000-20000 20000-30000 30000 ABOVE

Figure 4

INTERPRETATION:
From the figure 4 we can interpret that

 14% of the respondents having income below 10000.

 28% of the respondents are between 10000-20000.
 36% of the respondents are between 20000-30000.
 22% of the respondents are above 30000.

TABLE 4.5
USAGE OF MOBILE PHONES AMONG RESPONDENTS

% OF
USERS NO OF RESPONDENTS
RESPONDENTS

48
 YES 100 100

NO 0 0

TOTAL 100 100

Table 3

49
 CHART 4.5 USAGE OF MOBILE PHONES
AMONG RESPONDENTS

MOBILE PHONE USERS

120

100

80

60

40

20

0
YES NO

Figure 5

INTERPRETATION:
From figure 5 it can interpret that 100% of the respondents use mobile phone.

50
 TABLE 4.6 TYPE OF NETWORK USED BY
RESPONDENTS
% OF
NETWORK NO OF RESPONDENTS
RESPONDENTS
AIRTEL 0 0

IDEA 0 0

RELIANCE JIO 100 100

OTHERS 0 0

TOTAL 100 100

Table 4

CHART 4.6 TYPE OF NETWORK USED

BY RESPONDENTS

51
 NETWORK USING

100

90

80

70

60

50

40

30

20

10

0
AIRTEL IDEA RELIANCE JIO OTHERS

Figure 6

INTERPRETATION:
From the above chart we can understand that all of the respondents are using reliance jio network and
none of the respondents are using other network.

TABLE 4.7 AWARENESS OF RELIANCE JIO

AMONG RESPONDENTS

NO OF % OF
AWARENESS
RESPONDENTS RESPONDENTS

YES 100 100

NO 0 0

TOTAL 100 100

52
Table 5

CHART 4.7 AWARENESS OF RELIANCE JIO

AMONG RESPONDENTS

53
 AWARENESS

100
90
80
70
60
50
40
30
20
10
0
YES NO

Figure 7

INTERPRETATION:
 The above figure indicates that 100% of the respondents are aware about Reliance Jio.

TABLE 4.8 SOURCE OF AWARENESS

ABOUT RELIANCE JIO
NO OF % OF
SOURCE
RESPONDENTS RESONDENTS

54
 NEWSPAPER 27 27

ADVERTISEMENT 42 42

MOUTH PUBLICITY 14 14

OTHERS 17 17

TOTAL 100 100

Table 6

55
 CHART 4.8 SOURCE OF AWARENESS
ABOUT RELIANCE JIO

SOURCE

OTHERS

MOUTH PUBLICITY

ADVERTISEMENT

NEWSPAPER

0 5 10 15 20 25 30 35 40 45

Figure 8

INTERPRETATION:
 26% of the respondents get to know about Jio through the source of newspaper.
 43% of the respondents get to know about Jio through the source of advertisement.
 14% of the respondents get to know about Jio through the source of mouth publicity.
 17% of the respondents get to know about Jio through the other sources.

56
 TABLE 4.9

TYPE OF SIM CARD USED BY RESPONDENTS

% OF
TYPE OF SIM NO OF RESPONDENTS
RESPONDENTS

PREPAID 100 100

POSTPAID 0 0

TOTAL 100 100

Table 7

57
 CHART 4.9 TYPE OF SIM CARD USED BY
RESPONDENTS

TYPE OF SIM
120

100

80

60

40

20

0
PREPAID POSTPAID

Figure 9

INTERPRETATION:
From figure 9 it can interpret that 100% of the respondents are using a prepaid connection and none of the
respondents are using postpaid connection.

TABLE 4.10 PLAN USED BY

RESPONDENTS
PREPAID PLAN NO OF RESPONDENTS % OF

58
 RESPONDENTS
198 2 2
398 97 97

448 1 1
498 0 0
TOTAL 100 100
Table 8

59
 CHART 4.10 PLAN USED BY
RESPONDENTS

PREPAID PLAN
100
90
80
70
60
50
40
30
20
10
0
198 398 448 498 OTHERS

Figure 10

INTERPRETATION:
From the figure 10 and table 10 we can interpret that most of the respondents 97% prefer the plan for
Rs.398.

TABLE 4.11 MONTHLY EXPENSE

FOR RESPONDENTS
% OF
EXPENSE NO OF RESPONDENTS
RESPONDENTS
Below 150 1 1
150-300 8 8
300-450 87 87

60
 450 Above 4 4
TOTAL 100 100
Table 9

61
 CHART 4.11 MONTHLY EXPENSE FOR
RESPONDENTS

EXPENDITURE
1%
4% 8%

Below 150
150-300
300-450
450 Above

87%

Figure 11

INTERPRETATION:
• Only 1% of respondents have monthly expense below 150.
• 8% of respondents have monthly expense between 150-300.
• 87% of respondents have monthly expense between 300-450.  4% of respondents have
monthly expense above 450.

62
 TABLE 4.12

PERIOD OF USAGE
% OF
USERS NO OF RESPONDENTS
RESPONDENTS
Below 2 months 7 7

2-4 24 24

4-6 29 29

Above 6 40 40

TOTAL 100 100

Table 10

63
 CHART 4.12
PERIOD OF USAGE

TERM OF USING JIO

7%

40% 24% Below 2 months

4-Feb
6-Apr
Above 6

29%

Figure 12

INTERPRETATION:
 7% of respondents are using below 2 months.
 24% of respondents are using between 2-4 months.
 29% of respondents are using between 4-6 months.
 40% of respondents are using above 6 months.

TABLE 4.13 MOST LIKELY SERVICE

OF RELIANCE JIO
% OF
SERVICE NO OF RESPONDENTS
RESPONDENTS

64
 Data service 35 35

Call rates 27 27

Network coverage 28 28

Value added services 10 10

TOTAL 100 100

Table 11

65
 CHART 4.13 MOST LIKELY SERVICE OF
RELIANCE JIO

SERVICES

35

30

25

20

15

10

0
Data service Call rates Network coverage Value added
services

Figure 13

INTERPRETATION:
 35% of respondents like data services.
 27% of respondents like call rates.
 28% of respondents like network coverage.
 10% of respondents like value added services.

66
 TABLE 4.14
REASON FOR CHOOSING RELIANCE JIO
% OF
CHOOSE JIO NO OF RESPONDENTS
RESPONDENTS
Unlimited Calling 10 10

Unlimited Data 11 11

Unlimited SMS 0 0

All Services 79 79

TOTAL 100 100

Table 12

67
 CHART 4.14 REASON FOR
CHOOSING RELIANCE JIO

CHOOSE JIO

80

70

60

50

Series1
40

30

20

10

0
Unlimited Calling Unlimited Data Unlimited SMS All Services

Figure 14

INTERPRETATION:
 10% of the respondents choose unlimited calling.
 11% of the respondents choose unlimited data.
 None of the respondents choose unlimited SMS.
 79% of the respondents choose all services.

TABLE 4.15

CALL AT CUSTOMER CARE

RESPONSE NO OF RESPONDENTS % OF

68
 RESPONDENTS
YES 70 70

NO 20 20

TOTAL 90 90
Table 13

CHART 4.15

CALL AT CUSTOMER CARE

69
 CALLING CUSTOMER CARE

22%

YES
NO

78%

Figure 15

INTERPRETATION:
• 78% of the respondents call customer care.
• 22% of the respondents doesn’t call customer care.

TABLE 4.16

DURATION OF CALLING CUSTOMER CARE

CALL AT CUSTOMER % OF
NO OF RESPONDENTS
CARE RESPONDENTS

70
 Daily 2 3

Once in a week 8 11

Once in a month 24 32

Rarely 41 54

TOTAL 90 100
Table 14

71
 CHART 4.16 DURATION OF CALLING
CUSTOMER CARE

CALL AT CUSTOMER CARE

3%
11%

Daily
Once on a week
Once in a month
54% Rarely
32%

Figure 16

INTERPRETATION:
• 3% of respondents call daily.
• 11% of respondents call once in a week.
• 32% of respondents call once in a month.
• 54% of respondents call rarely.

TABLE 4.17

REASON FOR CALLING CUSTOMER CARE

72
 % OF
REASON NO OF RESPONDENTS
RESPONDENTS
COMPLAINTS 15 15

VALUE ADDED SREVICES 17 17

NEW SCHEMES 34 34

OTHERS 9 9

TOTAL 90 90
Table 15

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 CHART 4.17 REASON FOR CALLING
CUSTOMER CARE

REASON TO CALL CUSTOMER CARE

12%
20%

COMPLAINTS
VALUE ADDED SREVICES
NEW SCHEMES
OTHERS
23%
45%

Figure 17

INTERPRETATION:
• 20% of respondents call customer care for complaints.
• 23% of respondents call customer care for value added services.
• 45% of respondents call customer care for new schemes.  12% of respondents call
customer care for other reasons.

TABLE 4.18

SATISFICATION TOWARDS RELIANCE JIO SERVICES

74
 % OF
RESPONSE NO OF RESPONDENTS
RESPONDENTS
YES 76 76

NO 24 24

TOTAL 100 100

Table 16

CHART 4.18

SATISFICATION TOWARDS RELIANCE JIO SERVICES

75
 satisfication

24%

YES
NO

76%

Figure 18

INTERPRETATION:
• 76% of respondents are satisfied with Reliance Jio.
• 24% of respondents are not satisfied with Reliance Jio.

TABLE 4.19

IMPROVED IN RELIANCE JIO SERVICES

% OF
RESPONSE NO OF RESPONDENTS
RESPONDENTS
Network Coverage 45 45

Calling Congestion 20 20

76
 Upgrade Version 18 18

Others 17 17

TOTAL 100 100

Table 17

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 CHART 4.19 IMPROVED IN RELIANCE
JIO SERVICES

IMPROVMENT IN SERVICES

17%

Network Coverage
45% Calling Congestion
18% Upgrade Version
Others

20%

Figure 19

INTERPRETATION:
• 45% of response to improve network coverage.
• 20% of response to improve calling congestion.
• 18% of response to improve an upgrade version.

• 17% of response to improve other services.

CHI SQUARE ANALYSIS

TABLE -20

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AGE GROUP AND USAGE OF RELIANCE JIO AMONG RESPONDENTS

Null Hypothesis:

There is no relationship between age group and period of usage among the respondents.

Alternative Hypothesis:

There is a relationship between age group and period of usage among the respondents.

Period of usage

Age Total
below 2
2-4 months 4-6 months above 6
months
2 3 2
1
below 15 8

1 10 12
21
15-30 44

2 7 11
12
30-45 32

2 4 4
6
45 above 16

Total 7 24 29 40 100

Calculated value = 9.270,

Degree of freedom = 9

Critical value=16.919

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Significance level= 5%

INTERPRETATION:

At 5% level of significance the critical chi-square value is9 degree of freedom. The calculated chi square
value is 9.270 is less than the critical value 16.919 so null hypotheses is acceped and alternative hypothesis
is rejected so it may conclude that there is a relationship between age group and period of usage.

TABLE -21

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RANKING BETWEEN OCCUPATIONAL STATUS & SOURCE OF
AWARNESS ABOUT JIO

(occupational (source of
status) awareness) Rank X Rank Y x*y x2 y2
X Y
51 27 4 3 12 16 9
30 42 3 4 12 9 16
7 14 1 1 1 1 1
12 17 2 2 4 4 4
100 100 10 10 29 30 30

Calculated value=0.8

INTERPRETATION:
From the above table it can be said that for the maximum value of x, 51; rank is 1: the next higher
value.30;rank is 2 similarly, for 12 of x rank is 3;and 7 rank is 4.

For the maximum value of y, 42;rank is 1; for the next higher value.27;rank is 2 similarly, for 17 of x
rank is 3;and 14 rank is 4.

TABLE -22

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 RANKING BETWEEN INCOME & IMPROVEMENT IN JIO SERVICES

(income) (improvement
Rank X Rank Y x*y x2 y2
X in services) Y

14 45 1 4 4 1 16
28 20 3 3 9 9 9
36 18 4 2 8 16 4
22 17 2 1 2 4 1
100 100 10 10 23 30 30

Calculated value= -0.4

INTERPRETATION:
From the above table it can be said that for the maximum value of x, 36; rank is 1: the next higher
value.28; rank is 2 similarly, for 22 of x rank is 3; and 14 rank is 4.

For the maximum value of y, 45; rank is 1; for the next higher value.20; rank is 2 similarly, for 18 of x
rank is 3;and 17 rank is 4.

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 CHAPTER 5
FINDINGS, SUGGESTIONS

AND CONCLUSIONS

CHAPER 5

FINDINGS

The following are the findings of the study.

• Most of the respondents are male 57% in the study.

• Majority of the respondents 44% are between 15-30 years.

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 • Majority of the respondents 51% are students.
• Maximum number of respondents 36% earn between 20000-30000.
• All of the respondents use mobile phone.
• As all of the respondents are using reliance jio as their network all of them aware about it.
• Majority of the respondents 42% aware about Reliance Jio through the source of
advertisement.
• All of the respondents are using Jio prepaid sim.
• Majority of customers choose to use the plan for rs.398.
• Majority of the respondents 875 have monthly expense between 350-450.
• Majority of the respondents 40% are using Reliance Jio above 6 months  Most of the
respondents 35% like data service.
• Most 97% of the customers are satisfied with Reliance Jio and 35 of customers are not
satisfied.
• Only 78% of the respondents call customer care.
• Majority of the respondents 54% call rarely.
• Most of the customers call to customer care to know about new schemes and value added
services.
• Most of the respondents 45% want to improve the network coverage.

CONCLUSION

The project titled customer satisfaction towards Reliance Jio with special reference to Palakkad
town which was carried out among 100 customers.

The research is to find out customer satisfaction towards Reliance Jio in Palakkad town. The study
reveals that the customers are highly satisfied with Reliance Jio and most of them chose it due to the data
services provided. The

84
 Thus it can be concluded that the customer attitude towards Reliance jio is positive.

SUGGESTIONS
Following are some of the suggestions as per the study:
1) 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) Reliance jio will attract many subscribers if they start concentrating on rural areas, and
they can make profit once they get huge number of subscribers.
3) Spread out the awareness about Reliance JIO in deep rural areas.

4) Replenish the products on Retailer’s shop on right time.

85
5) Remove the problem of calling congestion & call drop.
6) Get the feedback from existing customers about Reliance JIO and take the reference for
making new customers.

BIBLIOGRAPHY

86
 BIBLIOGRAPHY

Referred Books:
 Kothari. C.R (2004): Research Methodology Methods & Techniques.
 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.

Web Sites:
 www.JIO.com
 www.google.com
 www.wikipedia.com
 http://www.medianama.com/2016/11/223-airtel-jio-interconnection-2/
 http://indianexpress.com/article/technology/tech-news-technology/reliance-jio-to-
withdrawssummer-surprise-offer-prime-trai-advice-decision-what-it-means-4602557/.
https://en.wikipedia.org/wiki/Idea_Cellular

87
 http://www.businesstoday.in/sectors/telecom/9-products-reliance-jio-offers-other-than-
simcards/story/241985.html
 http://www.financialexpress.com/industry/reliance-jio-4g-launch-mukesh-ambani-
dedicatesjio-topm-modis-digital-india-vision/363849/

 http://www.teleanalysis.com/corporate/ma/telenor-airtel-now-acquires-tikona-24844

APPENDIX

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 QUESTIONNAIRE

CUSTOMER SATISFACATION ON RELIANCE JIO

1. Name : 2. Address :

3. Gender : Male Female 4. Age : Below 15 15- 30

30-45
45 Above

5. Occupation : Student
Salary people

Business Others 6. Size of the Family :

Below 2 2-4

4-6
6 Above

7. Income of the Family : Below 10000 10000-20000

20000-30000
30000 Above

8. Do you use mobile phone? : Yes No

9. If yes, which type of network? : Airtel Idea

89
 Reliance Jio Others

10. Are you aware about Reliance jio? : Yes No

11. If yes, from which source you came to know about Jio?

Newspaper Advertisement Mouth publicity Others

12. Which type of SIM card are you Prepaid using? :

Postpaid

13. If prepaid, which type of plan are you using?

198 398 448 498 Others

14. If postpaid, which type of plan are you using?

309 409 509 799 Others

15. What is the monthly expenditure for

mobile?: Below 150 150-300

300-450 450 Above

16. How long are you using Jio service? : Below 2 months 2-4

4-6
Above 6

17. Which service do you like most in Jio Services? :

Data Service
Call Rates

Network Coverage Value Added services

18. Why do you choose this service provider? : Unlimited Calling Unlimited Data

90
 Unlimited SMS All Services

19. Do you call at customer care? : Yes No

20. If yes, how often you call at customer care? : Daily Once in week

Once in Month Rarely

21. For what reason do you call customer care? :
Complaints
Value added services

New schemes
Others

22. Are you satisfied with Jio services? : Yes No

23. What should be improved in Reliance services? : Network Coverage Calling Congestion

Upgrade version Others

24. Rate the following Jio services on the basis of your satisfaction.
Services Excellent Very Good Fairly Good Average Poor

NETWORK

COVERAGE

DATA

SERVICE

CALL

SERVICE

VALUE

ADDED

SERVICES

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 CUSTOMER

CARE

NEW

SCHEMES

AND OFFERS

25. Give your valuable suggestions to improve the Jio service

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

THANK YOU

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