A

NTCC Report

ON

Customer satisfaction in the Telecom Sector with special reference

to JIO

Submitted for partial fulfillment of requirement for the award of degree

Bachelor of Business Administration

AMITY UNIVERSITY KOLKATA

Submitted by
PAYAL SARKAR
BBA – 6C
Code : MSDS100
Session : 2017-2020

Name of the faculty guide:

Ribhu Ray

AMITY SCHOOL OF BUSINESS

Amity University Kolkata

Major Arterial Road, Action Area II, Rajarhat,
New Town,
Kolkata, West Bengal

1
 CERTIFICATE

This is to certify that the Project work entitled “Customer satisfaction in the
Telecom Sector with special reference to JIO” is a record of bona fide
work carried out by Ms. Payal Sarkar, under my supervision towards partial fulfillment
of the Bachelor of Business Administration of the Amity University Kolkata.

Place: _________________ Guide’s Signature

(Mr. Ribhu Ray)

Date: _________________

DECLARATION

2
 I, Payal Sarkar, hereby declare that my project report entitled
“Customer satisfaction in the Telecom Sector with special reference
to JIO ” is written and submitted by me.

The findings and interpretations in the report are based on both primary and
secondary data collection. This project is not copied from any source or other
project submitted for similar purpose.

PAYAL SARKAR

BBA 6C

Enrol. No. A90606417064

ACKNOWLEDGEMENT

3
 In pursuing and completion of my BBA and other commitments, I undertook the task of

completing my Internship report on “Customer satisfaction in the Telecom

Sector with special reference to JIO”.

I am thankful to Mr. Ribhu Ray, Faculty Guide, Amity University Kolkata, for her valuable
guidance and support at all time.

Last but not the least my special thanks go to all those who have given all the secretarial support-
despite all other commitments.

PAYAL SARKAR

BBA 6C

Enrol. No. A90606417064

4
 TABLE OF CONTENT

PAGE NO.

1.) Exercutive Summary

2.) Introduction 6-8
 Cellular Industry in India 9-13
 Cellular service providers
 About DOT
 TRAI
 Essentials of marketing

3.) About JIO

14-17
4.) About Reliance industries
limited 18-20
5.) Visual identities of JIO 21- 24
6.) Business Overview 25-36
7.) Products and services 37-51
8.) Drawbacks and opportunities 52-53

9.) Methodology 54-66

10.) Findings and analysis 67
11.) Limitations 68
12.) Conclusion 69
13.) Recommendations 70
10) Questionnaires 71-72
11) Bibliography 73

5
 EXECUTIVE SUMMARY

Jio is the startup by Mr. Mukesh D. Ambani in the up and coming portable
communication benefits and has the permit of Pan India for utilizing its 4g
administrations and utilizing VoLTE. The servies were beta propelled on 27th December
on the commemoration generally Shri Dhirubhai Ambani. Their items and
administrations are Jionetwifi, LYF cell phones, MiFi gadgets,

Jio applications, for example, Jio Demand, Jio play, Jiomag. Jio pos.

They are right now experiencing the full digitized structure. All the procedure are
digitized and less tedious exercises which would pick up the market a great deal .what
clients in todays world need is they should invested less energy in anything and could
acquire profits by it.so they are taking a shot at this completely computerized process.

There is one O2A Certification which infers demand 2 impel. You ensure authorization
of sim in just ½ hour when the customer buys the sim from you.

You give a scanbox to your retailers and you also give an id to your retailers. This id is
unique and each retailer has its own id. Every retailer needs to do a 5 compelling O2A,
Jio gives the retailer a total of 7 possibilities for the productive O2A affirmation. In case
the retailer has done the successful 5 O2A's in these 7 possibilities than he is ensured and
if he fails to do in those 7 possibilities than he isn't guaranteed and he won't be an O2A
attested retailer. You have classes of retailers on the reason of assessments which you
give them on the reason of your particular parameters.

• These parameters are-:

1.A+

6
2.A

3.B

4.C

5.D

Here they have separated their retailers in these parts and as indicated by these
parameters they give accreditation to your retailers Each retailers need a Jiopos
application with him it is a safe application and not accessible on play store effectively.
To control the Jiopos application and keep up its security there is one application called
airwatch specialist. Airwatch operator is a secured specialist of rill constrained which
tracks your data of Jio pos. For getting Jiopos application you first need to take a login id
and secret key of air watch once you have get it you can download the Jiopos application
Jiopos application has POS ID and a safe secret key for the work to happen. The work of
Jiopos is accommodating.

What advantage it will provide for retailer is :

1.CAF(customer application structure)

2.Topup and revives

3.Customer charging

4.Customer backing

5.Commission

The ZD,RDS and Retailers are your accomplices There are 50 Jio focuses There are 58
retail merchant and stockiest There are 2 ZD in Rajasthan The dependence Jio offer its
cell phones to general brokers not the cutting edge dealers, they consider exercises to as
primary, secondary and tertiary

7
 INTRODUCTION

"Telecommunications is the backbone of our future economy" Broadcast

communications is the foundation of our future economy. Global

Seriousness progressively relies upon the advancement of a broadcast

communications framework that is good with worldwide models"

The cell business everywhere throughout the world has been seeing
exceptionally high development rates in supporter base as of late. For creating
nations specifically, cell administrations are turning into an exceptionally
critical extent of the general telecom framework.

The mechanics of rivalry inside this market include complex input impacts
between singular specialist organizations and with their working condition,
and these powers assume a significant job in administering the development of
this industry.

In a nation like India which isn't yet phone immersed and the progressing
changes in related territories are bringing about a quickly changing profile of
clients, suppliers and their particular needs, nonstop correction of the telecom
strategy is basic. Given the rising new advancements and the coordinating
economies there must be reasonableness among contenders.

Cellular Industry in India:

The Government of India recognizes that the provision of a world-class

telecommunications infrastructure and information is the key to rapid economic
and social development of the country. It is critical not only for the development of
the Information Technology industry, but also has widespread ramifications on the
entire economy of the country. It is also anticipated that going forward, a major
part of the GDP of the country would be contributed by this sector. Accordingly, it
is of vital importance to the country that there be a comprehensive and forward
looking telecommunications policy which creates an enabling framework for
development of this industry.

Cellular Service Providers:

8
As on Apr 2007 India has 167 million mobile phone subscribers. Out of this 125
million are GSM users and 41 million CDMA users. BSNL, Bharti Airtel, Hutch,
Idea, Aircel, Spice and MTNL are the main GSM providers in India. Reliance
Communications and Tata Indicom are the main CDMA providers in India.

1. Bharti Airtel
Airtel is providing cellular services in Delhi, Mumbai, Kolkata, Chennai,
AndhraPradesh, Gujarat, Haryana, Himachal Pradesh, Jammu and Kashmir,
Karnataka, Kerala,Madhya Pradesh, Maharashtra, Goa, Orissa, Punjab,
Rajasthan, Tamil Nadu, UP andWest Bengal. Airtel is the No.1 cellular
service provider in India using GSM technology.Airtel has 23% market
share in India with a total subscriber base of 38 million.

2. Reliance Communications
Reliance has both CDMA and GSM networks and total subscriber base of 29
million or17% market share. It has GSM network in Assam, Bihar,
Himachal Pradesh, Kolkata,North East, Madhya Pradesh, Orissa and West
Bengal. Reliance has CDMA networks inother states and cities.

3. Bharat Sanchar Nigam Limited (BSNL)

BSNL is a state owned telecom company which has GSM presence in
almost every cities and towns. BSNL has 27 million subscribers with a
market share of 16%.

4. Vodafone
Vodafone is another emerging GSM provider in India with coverage in
Kerala, Mumbai, Delhi, Kolkata, Chennai, Gujarat, Andhra Pradesh,
Karnataka and Punjab with a total subscriber base of 27 million.

5. Tata Indicom
Tata Indicom is a main CDMA provider in India with 16 million subscribers
all over India. Tata Indicom has presence in almost every state and cities in
India.

ABOUT DOT
9
DOT stands for department of telecom. It was started in the year 1992-93.The
department is presently headed by Prof M.N. Srirangaraju, who is supported by a
team of qualified & dedicated staff members.

On the forefront of development & with the advent of technological revolution &
quantum development in the field of electronics & communication due to myriad
complexities of the E-world it was inevitable for the evolution of another field to
make a distinct identity of its own. Thus the ball of development was set into
motion & the telecommunication field gradually assumed a role of pre-eminence
which is shared by few other engineering disciplines in the modern world.

The Department established in the year 1992 emphasized in providing quality

education with the practical aspects of learning given ample importance .The
department encourages tech-savvy Projects which Whet the students appetite for
technical exploration.

TRAI

10
TRAI stands for Telecom Regulatory Authority of India. TRAI was established in
the year 1997 in pursuance of TRAI (Ordinance) 1997 which was later replaced by
an act of parliament to regulate the telecommunication services some of the major
recommendatory, regulatory & tariff setting.

FUNCTIONS OF TRAI:

Functions of TRAI are to make recommendations on the need & timing for
introduction of new service provider ensure compliance of terms & conditions of
license, effective management of spectrum, lay down the standards of quality of
service to be provided by the service providers & ensure the quality of service &
conduct the periodical survey of such service provided by the service providers so
as to protect interest of the Consumers of telecommunication service, ensure
effective compliance of universal service obligations notify the rates at which
telecommunication services in India shall be provided under this act etc.

Recently in exercise of powers conferred by Provision(K) (1) of Section 2 of the

TRAI Act, the Central Government, Vide Notification no S0 44(E) dated 9th
January 2004, has notified Broadcasting & Cable services to be telecommunication
service.

ESSENTIALS OF MARKETING:

The world is a global market with few barriers, so JIO has to be highly
visible as ‘the brand to buy’. Effective marketing is the key to this high visibility.
Marketing involves anticipating customers’ needs and finding the right product or
service to meet those needs, thereby encouraging high sales levels.

JIO goes further by looking to impress on its customers not merely what its
products are i.e. features, but also what they can increasingly do i.e, benefits. This
involves effective communication.
JIO aim is to grow its revenue and improve its profit margin by adding value to
its products and services i.e. earning more from each product sold. The ‘JIO
PLAY!’ service enables customers to view television on the go with its HD video
clarity. “JIO BEATS’ This service enables the customer listen all type of music
without any internet connection and can listen songs offline. ‘JIO POS’ this service
is for retailers they can recharge, put up their queries and can activate the sim by

11
just uploading the Customer Application Form on this application. This is a very
secure app for the retailers as it is given a unique id.

JIO’S MARKETING MIX:

A longer term marketing strategy is underpinned by careful planning and a
successful marketing mix. The marketing mix is a combination of many features
that can be represented by the four Ps.

 product - features and benefits of a good or service.

 place - where the good or service can be bought.

 price - the cost of a good or service.

 promotion - how customers are made aware of a good or service.

Product:
A product with many different features provides customers with opportunities to
chat, play games, send and receive pictures, change ring tones, receive information
about travel and sporting events, watching television on the go will satisfy the need
of the customer.
JIO is offering a product called LYF Smartphone at very reasonable price.

Place:
 It also sells through general traders not the modern traders.
 Customers are able to see and handle products they are considering buying.
 People are on hand to ensure customers’ needs are matched with the
 right product and to explain the different options available.

Price:
 JIO wants to make its services accessible to as many people as possible:
from the young, through apprentices and high powered business executives,
to the more mature users.

 It offers various pricing structures to suit different customer groups.

12
  They are offering the retailers offer codes on which they can ask the
customers to buy the LYF handsets and get 3 months unlimited 4g data.

Promotion:
JIO works with icons such as Sharukh Khan to communicate its brand values.
Advertising on TV, on billboards, in magazines and in other media outlets
reaches large audiences and spreads the brand image and the message very
effectively. This is known as above the line promotion.

 Stores have special offers, promotions and point of sale posters to attract
those inside the stores to buy.

 They are proud sponsors of 3 IPL Teams i.e. Mumbai Indians, Royal
challengers Bangalore, Rising Pune Supergiants.

 JIO actively develops good public relations by providing a 3 month free

unlimited 4G data as their promotional scheme.

ABOUT JIO

Company profile

13
Jio, also known as Reliance Jio and officially as Reliance JioInfocomm Limited
(RJIL),[2] is an upcoming provider of mobile telephony, broadband services, and
digital services in India. Formerly known as Infotel Broadband Services Limited,
Jio will provide 4G services on a pan-India level using LTE technology.[3][4] The
telecom leg of Reliance Industries Limited, it was incorporated in 2007 and is
based in Mumbai, India.
The services were beta launched to Jio's partners and employees on December 27,
2015 on the eve of 83rd birth anniversary of late Dhirubhai Ambani founder of
Reliance Industries. It will commercially launch its services in the second half of
2016.

14
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.
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 license to Jio by the Government of India. The PIL also alleged that Jio was
allowed to provide voice telephony along with its 4G data service by paying an
additional fees of just ₹165.8 crore (US$25 million) which was arbitrary and
unreasonable, and contributed to a loss of ₹2284.2 crore(US$340 million) to the
exchequer.
The Indian Department of Telecom (DoT), however, refuted all of CAG's claims.
In its statement, DoT explained that the rules for 3G and BWA spectrum didn't
restrict BWA winners from providing voice telephony. As a result, the PIL was
revoked, and the accusations were dismissed.

 Vision:

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.
Affordable Devices: Jio has worked with all the leading device manufacturers of
the world to ensure availability of 4G LTE smartphones across all price points –
from ultra-premium models on one hand, to entry level models on the other.
Digital Currency: Jio envisions a new India which will use digital currency instead
of paper money for a more secure and convenient way to transact. Jio Money, Jio’s
digital currency and digital payments business, will play a crucial role in this by
offering a platform for ubiquitous, affordable and secure digital payments.
Jio Drive: Micro and small businesses will soon have access to cutting-edge cloud
storage technologies which were once affordable to big companies only, giving
them a new edge to compete on a global landscape. Jio Drive is an application that
brings powerful cloud capabilities to every Smartphone. Using Jio Drive, anyone

15
can store, sync and share any content between their own devices and also with their
friends.
Digital Education: Teachers and students from far flung areas can connect with
each other, crowd-source knowledge and adapt new age learning techniques and
thus lift the level of education to a completely different plane.
Digital Healthcare: Expert medical advice would be available anytime, anywhere -
with medical practitioners able to grow their practice without constraint, and
provide quality of life to the crores that make up our country.
Digital Entertainment and social connectivity: Jio Chat is a powerful
communication application that integrates chat, voice, video calling, conferencing,
file sharing, photo sharing and much more. Jio Play enables users to watch HD TV
anytime, anywhere on any device, from hundreds of channels, across categories
and languages. Jio Beats is a premier digital music streaming service that gives
instant access to millions of songs and curated playlists. Jio Mags and Jio News
provide access to the most popular collection of magazines and news from leading
publishing houses across multiple languages.
Digital Entrepreneurship: Jio is building is a powerful platform on which a range
of rich digital products and services can be enabled - digital currency, digital
commerce, digital education, digital healthcare, e-governance, Smart Cities, M2M
and the Internet of Things. It does not matter whether these services are created by
Jio itself, its ecosystem partners or anyone globally. Reliance is committed to the
principles of Net Neutrality.

Laying the Foundation for the Future

Reliance Jio is creating the most extensive and future-proof network in India, and
perhaps, in the world. It will provide next generation legacy-free digital services
over an end-to-end all-IP network, which can be seamlessly upgraded even to 5G
and beyond. In addition to the existing pan India 2300 MHz spectrum and 1800
MHz in 14 circles, Jio invested over Rs 10,000 crore during this year's auction to
acquire 800 MHz spectrum in 10 circles and 1800 MHz spectrum in 6 circles. This
brings the cumulative investment in spectrum assets to nearly Rs 34,000 crores. Jio
now has the largest footprint of liberalized spectrum in the country, acquired in an
extremely cost effective manner.
Reliance Jio has laid more than 2.5 lakh kilometres of fibre-optic cables, covering
18,000 cities and over one lakh villages, with the aim of covering 100% of the

16
nation’s population by 2018. It has an initial end-to-end capacity to serve in excess
of 100 million wireless broadband and 20 million Fibre-to-Home customers.
Reliance Jio has also built nearly half-a-million square feet of cloud data centres
and a multi-Terabit capacity international network.
The infrastructure is being built in partnership with some of the world’s most
technologically advanced companies. 

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.

About Reliance Industries Limited

Our motto “Growth is Life” aptly captures the ever-evolving spirit of

Reliance. Our activities span hydrocarbon exploration and production,
petroleum refining and marketing, petrochemicals, retail and
telecommunications. In each of these areas, we are committed to
innovation-led, exponential growth. Our vision has pushed us to achieve
global leadership in many of our businesses – including our position as
the largest polyester yarn and fibre producer in the world. Reliance
Industries Limited is a Fortune 500 company and the largest private
sector corporation in India.As Reliance sets sights on even more
ambitious goals, we remain inspired and guided by the story and

17
philosophy of our founder chairman DhirubhaiAmbani. Hailing from
modest means, he followed his dream to create India's largest company.
Reliance as an organisation has adopted this ethos of converting
adversity into opportunity and making the impossible possible by
challenging conventional wisdom.
Our ultimate aim has always been – and will always be – to touch the
lives of people in a positive way.
DhirubhaiAmbani (28 December 1932 – 6 July 2002) epitomised the
dauntless entrepreneurial spirit of a visionary always on the march to
change the destiny of a nation. Acclaimed as the top businessman of the
20th century and lauded for his dynamic, pioneering and innovative
genius, Dhirubhai was an inspiring leader with sterling qualities. His
success story fired the imagination of a generation of Indian
entrepreneurs, business leaders and progressive companies. For many,
he still remains an icon, a role model to be emulated.
Dhirubhai’s unique vision redefined the potential of the Indian corporate
sector and he challenged conventional wisdom in several areas. He was
probably the first Indian businessman to recognise the strategic
significance of investors and discover the vast untapped potential of the
capital markets and channelize it for the growth and development of
industry. The corporate philosophy he followed was short, simple and
succinct: “Think big. Think differently. Think fast. Think ahead. Aim
for the best.” It was under Dhirubhai’s visionary leadership the Reliance
Group emerged as the largest business conglomerate in India, and carved
out a distinct place for itself in the global pantheon of corporate giants.
During the course of his entrepreneurial mission, Dhirubhai set a number
of revolutionary precedents. His contributions to the social and
economic development of the nation were many and recognised by
numerous national and international organisations. He was honoured
with the Padma Vibhushan – India's

18
second highest civilian honour – in 2016, for his ‘exceptional and
distinguished’ service to trade and industry. Many other prestigious
awards and titles have been conferred on him, including the Lifetime
Achievement Award (The Economic Times), Man of the Century
(Chemtech Foundation), Indian Entrepreneur of the 20th Century
(FICCI), and many more.
He visualised the growth of Reliance as an integral part of his grand
vision for India. He was convinced that India could become an economic
superpower within a short period of time and wanted Reliance to play an
important role in realising this goal. Today, the Group's turnover
represents nearly 3 percent of India's GDP.

Management profile

Chairman and Founder President :Dhirubhai H. Ambani

Chairman and Managing Director: MukeshD.Ambani

19
  Our fundamental belief is that for us growth
is a way of life and we have to grow at all times.

Visual identities of VODAFONE

1. NAME:
You are honest, benevolent, brilliant and often inventive, full of high
inspirations. You are courageous, honest, determined, original and
creative. You are a leader, especially for a cause. Sometimes you do not
care to finish what you start, and may leave details to others. You can do
well in position of authority, and prospers in intellectual and
professional fields.You are intuitive and might be interested in the arts,
drama or science

20
ou are very intuitive. You have a reservoir of inspired wisdom combined
with inherited analytical ability, which could reward you through
expressions of spiritual leadership, business analysis, marketing, artistic
visions, and scientific research. Operating on spiritual side of your
individuality can bring you to the great heights, and drop you off if you
neglect your spiritual identity. You are always looking for an
opportunity to investigate the unknown, to use and show your mental
abilities, to find the purpose and meaning of life. You want to grow wise
and to understand people and things. You need privacy to replenish your
energy. You have a unique way of thinking, intuitive, reflective,
absorbing.

2. LOGO:

21
3. SLOGAN/PHRASE:

22
"KarloDuniyaMutthimay " !!
In 2003, with the slogan of  KarloDuniyaMuthi Mein, the Reliance
shoot up to the top position by providing basic services at the cheapest
rate. This helped the company to grab the market space by driving out
the competitors. The Reliance expects to repeat the slogan with its 4G
offer. It slipped after the company’s split between two brothers with the
younger one retaining telecom segment of the family empire. 

Now, the MukeshAmbani-led Reliance is aspiring to regain the market

space. The Reliance  is planning to converge a host of services like 4G ,
Internet , DTH television services at prices that would make its market
rival to go for  a run, says  Gurbir Singh in his editor’s note , in June 15
edition of Business World. 
4. SHOWROOMS:

23
5. ADVERTISING:

24
 Business Overview

1) Technology and Resources:

 Network Infrastructure: - Connects all customers together and enables the

Group to provide mobile and fixed voice, messaging and data services. JIO
operates 4G networks in all its mobile operating subsidiaries and an
improvising customer with an enhanced data experience.

 Research & Development:-The emphasis of the Group R&D work

programmed is to contribute leading edge technical capabilities to JIO’S
thought and leadership offerings and identify new and emerging
opportunities.

 Licenses:-JIO is the only company which have the PAN India spectrum
license. Which no other telecom company has.

 Information Technology:-Provides the IT systems to deliver customer

service and the capability to change customers for use of Vodafone’s
services.

2) People:

The JIO company is offering its handsets through the general trade i.e selling the
products through single retailers not the chain retailers .chain retailers here means
by the stores which have their franchisee and have to follow the same rules and
regulations which is set.

25
 You have categories of retailers on the basis of grades which you
give them on the basis of your certain parameters.
 These parameters are-:
1. A+
2. A
3. B
4. C
5. D
 Here you have divided your retailers in these parts and according
to these parameters you provide certification to your retailers
 Each retailers need to have a Jiopos application with him it is a
secure application and not available on play store easily.
 To control the Jiopos application and maintain its security there is
one application called airwatch agent.
 Airwatch agent is a secured agent of ril limited which tracks your
information of Jio pos.
 For getting Jiopos application you first have to take a login id and
password of airwatch once you have get it you can download the
Jiopos application
 Jiopos application has POS ID and a secure password for the work
to take place.
 The work of Jioposiis reconciling.
 What benefit it will give to retailer is :
1. CAF(customer application form)
2. Topup and recharges
3. Customer billing
4. Customer support
5. Commissio

26
 Flow chart of Reliance
Jio

Devices

ZONAL DISTRIBUTOR

REGIONAL DISTRIBUTOR AND

STOCKIST

RETAILERS


 The ZD,RDS and Retailers are your partners

27
 There are 50 Jiocentres
 There are 58 retail distributor and stockiest
 There are 2 ZD in rajasthan
 The reliance Jio sell its smartphones to general traders not the
modern traders,
 You consider activities to as primary,secondary and tertiary.
 You provide offer codes to your retailers on the basis of there
tertiary activities.in which tertiary should be >2ytd.
 For the fast customer application form following are the
perquisites which are to be met by the retailers:
1. Having android mobile phone
2. Intallairwatch agent through google play store
3. Enrolling of device through airwatch agent
4. Installation of Jiopos digital from airwatch
5. Have a balance on his/her wallet
6. Have the paper CAF
7. Have Jio sim to be given to customers.
 The Jiopos id and password are being provided to the retailers over
mail and sms.
 The retailer can know the status of his order that where the CAF is
reached.
 If some problem occurs on the end of RVC on CAF the CAF gets
rejected.
 The retailer can rework on it and the retailer can rework on it by
retaining his offer code.
 The all the steps need to be followed the same as you do for
registering the CAF.
 Steps involved in registering the CAF-:
1. first the retailer has to login through Jiopos application
2. after login he has to select CAF.
3. After selecting the CAF he again has to select CAF.

28
4. Then a page will appear on his window he has to select CAF
number manually or by scanning the barcode.
5. Than he has to scan the barcode of the sim or manually enter
the barcode.
6. Than select the recharge as you are currently undergoing the
O2A test. You will select O2A test FRC.
7. Than you will enter your birthdate,alternate mobile number
and if you have a pan card than you will select the PAN card
and enter PAN card number.
8. Than after the above step you wll enter your password.
9. Select your payment method.

Wireless Internet:
2nd Generation Internet is the most prevalent in India in the Past Decade.
Wireless ISPs in India use both CDMA and Edge technologies for 2G.
India's wireless Internet frequencies are
2G: GSM 900 MHz, GSM 1800 MHz
3G: UMTS 2100 MHz
4G: TDLTE 2300 MHz, FDLTE 1800 MHz

29
Applications:
The use of the 4G service will be very similar to that of the 3G service
whilst offering much higher data transfer rates and therefore allowing
either more speed intensive applications or more users to experience
good speeds whilst only connected through 1 carrier. Applications could
include:
 4G Ultra high speed internet access - E-mail or general web
browsing is available.
 4G Data intensive interactive user services - Services such as
online satellite mapping will load instantly.
 4G Multiple User Video conferencing - subscribers can see as well
as talk to more than one person.
 4G Location-based services - a provider sends wide spread, real
time weather or traffic conditions to the computer or phone, or
allows the subscriber to find and view nearby businesses or friends
whilst communicating with them.
 4G Tele-medicine - a medical provider monitors or provides
advice to the potentially isolated subscriber whilst also streaming
to them related videos and guides.
 4G HDTV - a provider redirects a high definition TV channel
directly to the subscriber where it can be watched.
 4G High Definition Video on demand - a provider sends a movie
to the subscriber.

30
  4G Video games on demand - a provider sends game data directly
to the subscriber where they can play in real time.
The other main application that 4G could make available that 3G in
general did not, or could not, is the capability to be used as a main
internet access point within homes or businesses whilst catering for
multiple connections at high speeds. If the 1Gbps rate is available within
these areas, the speeds would be many times more than those that are
currently publicly available and this application could be very useful for
creating 4G wireless networks that can be located in rural areas with no
access to the high speed, cabled, broadband grid.

Performance:
The IMT-Advanced Standard (4G) requires the following specifications
to be met:
 It must be based upon an all-IP packet switched network
 Peak data rates must be up to 100Mbps in high mobility situations
and up to 1Gbps for low mobility/stationary applications
 Network resources should be utilized and dynamically shared to
support more users on same connection
 Channel bandwidth should be scalable between 5, 20 and up to
40MHz
 Spectral efficiency should be no less than 15bit/s/Hz and
6.75bit/s/Hz for outdoor downlink and uplink usage respectively

31
  Spectral efficiency should be no less than 3bit/s/Hz and
2.25bit/s/Hz for indoor downlink and uplink usage respectively
 Connection transitions across heterogeneous networks should be
smooth
 A high quality of service must be available to allow the next
generation of multimedia support on mobile devices.

Difference between 3G and 4G:

To begin with, 3G or 2G technologies were designed keeping voice and
data in mind, while 4G has been designed keeping data as the main
element. To put it in context, if you are downloading a full length Hindi
movie (on an average 500 MB) on 2G, you will have to wait for more
than five hours, while on 3G networks you will need to spend around
25-30 minutes (if the download speed is 2Mbps). 4G can cut down this
time to five minutes (at a download speed of 10Mbps).

32
Various kinds of 4G technologies:
There are two - LTE (Long Term Evolution) and Wi-Max (Worldwide
Interoperability for Microwave Access), which can theoretically offer
wireless broadband access at speeds of up to 100 Mbps, though the
actual speeds will be around 10 Mbps.
Data speeds of LTE Advanced
Peak download 1 Gbit/s
Peak upload 500 Mbit/s

4G Deployments:
BT is planning to launch a trial of 4G LTE technology in the rural areas
near New quay soon and is hopeful to roll out the 4G LTE service by
2014. O2 are planning to use Slough as a testing ground and has planned
with Huawei to install 4G LTE technology in six masts across the area to
allow users to communicate via HD video conferencing and play high
end video games whilst being mobile.

Reliance Industries Chairman MukeshAmbani committed an investment

of Rs. 250,000 crores on "Digital India" and said he expected the group's
initiatives under it will create over 500,000 direct and indirect jobs. "I
believe Digital India will be a huge success because of the adoption of
technology by the youth of India," Ambani said at an event that saw

33
Prime Minister Narendra Modi launch the "Digital India" week to
empower citizens by the use of IT and its tools.

"Digital India as we have seen empowers them to fulfil their aspirations.

We at Reliance will invest over Rs. 2,50,000 crores across the Digital
India pillars," he said, adding: "I estimate Reliance's 'Digital India'
investments will create employment for over 500,000 people." Ambani
said the launch of Digital India initiative was a momentous occasion in
an information age where digitization was changing the way one lives,
learns, works and plays. It can transform the lives of 1.2 billion Indians
using the power of digital technology.

He said his group, under the Reliance Jio platform, will roll out an
internet protocol based wireless broadband infrastructure across all 29
states in India. Reliance Jio will also set up a nationwide distribution
network for 150,000 small vendors to sell and service devices. "This
apart Jio is working with leading device manufacturers, encouraging
them to 'Make in India' smart phones and internet devices at an
affordable price. We will give them an assured off take through our
retail system."

MukeshAmbani’s Reliance JioInfocomm gave us all a little tease of

what is to come with its 4G services at Techfest, an anual science &

34
technology festival held at the IIT-Bombay. The service will be 10-12x
faster than 3G networks. Here’s what Reliance, the only company which
holds a pan India 4G license, showed off
 Jio Television: Set-top box running on Android. The service will
have live television (Jio Play) and Video on Demand (Jio World).
 Jio Drive: 100 GB free storage to subscribers
 Mi-Fi: The Company’s customer premise equipment will connect
to a Reliance operated mobile tower and provide local Wi-Fi
network.

Next Big What has learned that Reliance Jio 4G plans also include the
launch of a suite of services including

1. Music Streaming
2. Video Calling & VoIP Services
3. Instant Messenger
4. Payment Services: Reliance

Jio already has obtained a license to operate prepaid wallets for mobile
transactions (this need not necessarily be linked to the 4G launch).
Reliance is also launching its own mobile apps to enable many of these
services. According to Reliance, the 4G infrastructure will also support
its portfolio of multimedia digital services in education, health-care,
entertainment, payment and cloud services. With these launches,
Reliance will not only be making its much anticipated entry to 4G
35
mobile services, it is also likely to corner a large share of the media &
entertainment marketin India. The idea is to capture the living room of
the consumer which is otherwise the undisputed territory of cable
television. Pan India 4G services on the Reliance network could also
give a leg-up to the digital economy in India. While the launch dates for
the company’s big foray into 4G hasn’t been announced, it could be as
early as the first half of this year.

36
 PRODUCTS AND SERVICES OF RELIANCE JIO

LYF SMARTPHONES AND THEIR CATEGORIES

FLAME 1:

SPECS
DISPLAY 4.50-inch
PROCESSOR 1.1GHz
FRONTCAMER 5-megapixel
A
RESOLUTION 480x854 pixels
RAM 1GB
OS Android 5.1
STORAGE 8GB
REAR 5-megapixel
CAMERA
BATTERY 2000mAh

37
FLAME 2:

SPECS
DISPLAY 4.00-inch
PROCESSOR 1GHz
FRONTCAMERA 2-megapixel
RESOLUTION 480x800 pixels
RAM 1GB
OS Android 5.1
STORAGE 8GB
REAR CAMERA 5-megapixel
BATTERY 1500mAh
FLAME 3:

38
SPECS
DISPLAY 4.00-inch
PROCESSOR 1.5GHz
FRONTCAMERA 2-megapixel
RESOLUTION 480x800 pixels
RAM 512MB
OS Android 5.1
STORAGE 4GB
REAR CAMERA 5-megapixel
BATTERY 1700mAh

39
40
FLAME 4:

4.00-inch
1.5GHz
0.03-megapixel
480x800 pixels
512MB
Android 5.1
8GB
5-megapixel
1400mAh

41
Flame 6

SPECS
DISPLAY 4.00-inch
PROCESSOR 1.5GHz
FRONTCAMERA 2 megapixel
RESOLUTION 480x800 pixels
RAM 512MB
OS Android 5.1
STORAGE 4GB
REAR CAMERA 2-megapixel
BATTERY 1750mAh

42
43
WIND 1:

SPECS
DISPLAY 5.00-inch
PROCESSOR 1.2GHz
FRONTCAMERA 5 megapixel
RESOLUTION 720x1280 pixels
RAM 1GB
OS Android 5.1
STORAGE 16GB
REAR CAMERA 8-megapixel
BATTERY 2300mAh

44
WIND 4:

SPECS
DISPLAY 5.00-inch
PROCESSOR 1.1GHz
FRONTCAMERA 2-megapixel
RESOLUTION 720x1280 pixels
RAM 1GB
OS Android 5.1
STORAGE 8GB
REAR CAMERA 8-megapixel
BATTERY 4000mAh

45
WIND 5:

46
SPECS
DISPLAY 5.00-inch
PROCESSOR 1GHz
FRONTCAMERA 5-megapixel
RESOLUTION 720x1280 pixels
RAM 1GB
OS Android 5.1
STORAGE 16GB
REAR CAMERA 8-megapixel
BATTERY 2300mAh

47
Wind 6:

SPECS
DISPLAY 5.00-inch
PROCESSOR 1.1GHz
FRONTCAMERA 5-megapixel
RESOLUTION 480x854 pixels
RAM 1GB
OS Android 5.1
STORAGE 8GB
REAR CAMERA 5-megapixel
BATTERY 2250mAh
Water 1:

48
 SPECS
DISPLAY 5.00-inch
PROCESSOR 1.1GHz
1.5GHz
FRONTCAMERA 5-megapixel
RESOLUTION 480x854 pixels
720x1280 pixels
RAM 1GB
2GB
OS Android 5.1
Water 2: STORAGE 8GB
16GB
REAR CAMERA 5-megapixel
13-megapixel
BATTERY 2250mAh
2400mAh

Water 5:

49
SPECS
DISPLAY 5.00-inch
PROCESSOR 1.2GHz
FRONTCAMERA 5-megapixel
RESOLUTION 720x1280 pixels
RAM 2GB
OS Android 5.1
STORAGE 16GB
REAR CAMERA 13-megapixel
BATTERY 2920mAh

50
WATER 7 :

SPECS
DISPLAY 5.50-inch
PROCESSOR 1.5GHz
FRONTCAMERA 5-megapixel
RESOLUTION 1080x1920 pixels
RAM 1GB
OS Android 5.1
STORAGE 16GB
REAR CAMERA 13-megapixel
BATTERY 3000mAh

51
Earth 1:

SPECS
DISPLAY 5.50-inch
PROCESSOR 1.2GHz
FRONTCAMER 5-
A megapixel
RESOLUTION 1080x1920
pixels
RAM 3GB
OS Android
5.1.1
STORAGE 32GB
REAR CAMERA 13-
megapixel
BATTERY 3200mAh

52
JIO ENTERTAINMENT APPLICATIONS:

53
 Drawback of Existing System.
• 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 is in a pre-launch phase it is very early
to specify the drawbacks.*

54
 Opportunity for development
• Struggled to deliver quality.
• Airtel 4g is the only is the only major competition that Reliance Jio
faces.
• 4G adoption is likely to get another boost from the low-cost/budget
smart phones supporting the network .
• Operators need to brace up to deliver hassle-free services to
customers.
• Being the second largest mobile market in the world, Reliance Jio
needs to keep this in mind that they need to cater to a mass
audience not only with a good network but also LTE enabled
handset options and various apps.
Reliance Jio can likely have a triple approach of Voice(calls), TV
and Broadband Data focusing on full wallet share of subscribers

METHODOLOGY

Research Methodology

The research methodology that I undertook for the purpose of this study is
enumerated below-

PRIMARY RESEARCH:

55
This consisted questionnaire and interaction from various people. A focus group
study will be conducted to design the customer survey questionnaire with a sample
size of 50respondents. The survey was conducted in Rajasthan

SECONDARY RESEARCH:

Sources of secondary data were primarily the Internet, journals, newspaper, annual
report, database available in catalogues and presentations.

TYPES OF QUESTIONS

1. OPEN ENDED:

They give the respondents complete freedom to decide the form, length and
detail of the answer. Open questions are preferred when the researchers is
interested in knowing what is upper most in the mind of respondents.

2. DICHOTOMOUS:

These types of questions have only two type of answer, yes or no. true or
false etc.

3. MULTIPLE CHOICE QUESTIONS:

In the case of multiple choice question the respondents is offered two or

more choices. The researcher exhausts all the possible choices and the
respondent has to indicate which one is applicable in this case.

Data Analysis And Interpretation

Keeping in mind the objectives of the study, the survey was being done and
following interpretation was being drawn.

Objective of Study

56
 To study telecommunication industry.

 To study the company profile of JIO

 To study customer satisfaction of JIO

 To study various Marketing activities provided by JIO.

 To study the various services provided by JIO

 To know the expectation of JIO Customers.

Q.Sex ratio of the respondents

57
 sex ratio of respondents

22%

male
female

78%

Interpretation:
The graphical representation of the table shows that out of 50 respondents 39 were
male and 11 were female.

Q.From how long are you in the business of selling mobile handsets, recharge
top-ups?

58
 20%
33% less than 3 years
morethan 3 years
1-3 years

47%

Interpretation:
The Graph explains about the established market with 47% businesses are
in the category of above 3 years followed by 33% in between the range of
1 to 3 years.

Q. Who is your current service provider?

59
 CURRENT SERVICE PROVIDER

8%
AIRTEL
20% VODAFONE
RELIANCE JIO
50% OTHERS

22%

s.no Service provider No. of %age

persons
1 Airtel 25 49
2 Vodafone 11 21
3 Reliance Jio 10 22
4 others 4 8

Interpretation:
The 25 person were using AIRTEL and 11 person were used Vodafone and 11
were using JIO. 4 were using others.

Q. What were the reasons for choosing this mobile connection?

s.no Particulars Number %age

60
A Recommended by friends and relatives 12 26
B Recommended by retailer 18 32
C Brand image 10 21
D advertisement 10 21

reasons for this mobile connection

recommended by friends and

relative

recommended by retailer
20% 24%
brand image

advertisement

20%

36%

Interpretation:
12 were recommended by friends and relative and 18 whereby retailer and 10were
by brand image and 10 were by advertisement.

Q.While purchasing a connection does JIO preview offers plays any role?

61
 jio preview offer

16%

yes
no

84%

Interpretation:
The forty two person were say yes and eight were says no.

Q. What does the customer look for while selecting a network?

s. no Particulars %age
A Good connectivity 50
B Fast speed internet 17

62
C After sales service 7
D Prices 27

customer prefrence on choosing the network

27%

50%

7%

17%

good connectivity fast spped internet after sales service prices

INTERPRETATION:
• According to the retailers, about 50% of the customers prefer network
with better connectivity.
• Network is the essential part as through it internet speed is dependent.
• 27% of the retailers believe that the price affects the Consumers buying
process.
• And the remaining 17% and 6% opted for fast speed internet and after
sales services respectively.

Q.Do you sell Airtel 4G internet services/plans?

63
S.N PARTICULARS %AG
O E
1 YES 37
2 NO 63

Sales

37%

63%

YES NO

Interpretation:

• As 4g has recently entered the market, the retailers are reluctant to

purchase the plans.

• And 4g enabled phones are on the higher cost range, consumers and
retailers prefer purchasing 3g plans.

• According to the graphs, Nearly 63% retailers don’t sell 4g plans and
the remaining 37% prefer selling them

Q. Based on offers made by company, would you like to go for more

connection for you or your family in future?

64
 OFFERS

10% yes no

14%
undecided

76%

Interpretation:
The 38 person says yes and 7 peoplesayno and 5 peoplewere no response.

Q. Which network do you prefer?

65
 NETWORK PREFRENCE

10%

AIRTEL

30%
60% VODAFONE

OTHERS

INTERPRETATION:
60% people prefer airtel, 30%prefer Vodafone and 10%prefer others

66
Q. which company is offering the best Profit margin to the retailers?

S.no Particulars %age

A Airtel 14%
B Aircel 47
C Reliance JIO 12
D BSNL 1
E VODAFONE 25

PROFIT MARGIN
AIRTEL AIRCEL BSNL RELIANCE JIO VODAFONE
14%

25%

12%

1% 47%

Interpretation:
Aircel offering 47% margin , Airtel offering 14% margin, BSNL offering 1%
margin, Reliance JIO offering 12% margin and Vodafone offering 25% margin.

67
Q. which company’s DSS is better as compared to others?
S.no Particulars % age
A LYF 34
B SAMSUNG 22
C MICROMAX 15
D GIONEE 29

DSS Comparison

LYF
29%
34% SAMSUNG

MICROMAX

GIONEE

15%
22%

Interpretation:
LYF DSS is preffered the most by the retailers as it is covering 34% , next best
DSS is of Gionee 29% , than comes Samsung with 22% and Micromax with

68
 FINDINGS & ANALYSIS

1. Maximum respondents were having shop for more than one year.

2. People like the JIO Preview Offer.

3. Respondents like to purchase new mobile connection based on good

connectivity.

4. Maximum respondents were in favor of that, they would prefer Airtel as

their new connection

5. Maximum numbers of respondents were in favor of that, they would like to

purchase more connection of the company with good connection and after
sales service.
6. The retailers were very much happy from the LYF Digital sales Specialists.
7. The Profit margin to retailers was best being offered by Aircel.

“..There isn't a great deal of differentiation in

Terms of pricing, services, schemes and so on,
But there are differences in approach.”

69
 Limitations

1) Tower identification :

• Difficult to contact the concerned person of the society

(chairman/secretary).
• Time constraint.
• Identity proof required (people had trust issues).
• Due to different news sources the customers were under a
perception that a tower emits harmful radiations that causes health
issues. So the customer was already in a negative mind-set.
2) Small cell concept :

• Time constraint with relation to setting up a meeting with the

owner of the concerned place.
• Important to approach the owner with the technician to gain more
brightness of how profitable setting up the small cell will be to
him.
3) Retailers:

• Very crucial to make the retailer feel that he is important, so

constant communication should be done on daily basis with the
help of the distributor.

70
 CONCLUSION

“Good services is the way to retains the client”

 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.
 Provide good services to the customer so they maintain their relation with
the company.
 Time to time schemes and offer could make reliance maintain their customer
base.

71
 RECOMMENDATION

1) Tower identification:

Before approaching the society members while convincing them it would

be recommended to explain the members or the head of the society with
interactive techniques like videos and facts stating that the current towers
do not emit harmful radiations which is monitored by TRAI.

2) Small cell concept:

Explain in detail about how profitable installing a small cell in their vicinity
will be

3) Retailers:

Have a good relationship with the distributors.

Increase their profit margin by a bit.

72
 BIBILOGRAPHY

 www.relianceJio.com
 www.mylyf.com
 www.wikipedia.com

73