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
Dr. A. P. J. Abdul Kalam Technical
University, Lucknow

R.R. INSTITUTION OF MODERN TECHNOLOGY

MBA Department (2023-2024)

KMBN-152

A MINI PROJECT REPORT

On

CUSTOMER SATISFACTION TOWARDS RELIANCE

JIO

Submitted to Submitted By
Mr. Aditya Swaroop Shukla Tanay Thapar
Dy. HOD (MBA Department)
 R.R INSTITUTE OF MODERN TECHNOLOGY
(Approved by AICTE, New Delhi & Affiliated to AKTU, Lucknow)
NH-24, BakshiKaTalab, Sitapur Road, Lucknow-227202
Ph:9161888853, 9756008853, Website : www.rrimt.ac.in

Date:

CERTIFICATE

This is to certify that Mr. Tanay Thapar Student of MBA First Semester (Session

2023-2024) has successfully completed his Mini Project- I (KMBN 152) Title

“Customer Satisfaction towards Reliance JIO”. The work original and carried out

under the guidance & supervision of project guide.

We wish his all the success and good luck for bright future.

HOD,MBA
RRIMT Project Guide
Mr.Aditya Swaroop Shukla
Dy. HOD (MBA Department)
 DECLARATION

This is to inform you that I Tanay Thapar student of MBA, have personally
worked on the project entitled “Customer Satisfaction Towaeds Reliance Jio” the
data mentioned in this report were obtained during genuine work done and
collected by me. The data obtained from other sources have been duly
acknowledged. The result embodied in this project has not been submitted to any
other university or institute for the award of any degree.

NAME: SIGNATURE:

DATE:
 ACKNOWLEGEMENT
I feel immense pleasure to give the credit of my project work not only to one

Individual as this work is integrated effort of all those who concerned with it.

I want to owe my thanks to all those individuals who guided me to move on

the track.

I am highly indebted to my esteemed learned teacher, project guide and

supervisor Mr. Aditya Swaroop Shukla, Deputy H.O.D, R.R. institute of

modern

Technology ,Lucknow for his rich knowledge and experience, invaluable

Guidance ,constant supervision and constructive suggestions which he had

been patiently imparting to me and without whose help the completion of the

present work would have not been possible.

Last but not least, I would thank all my friends, Faculty members and all

Respondents who rendered their precious time for contributing their skills and

To fill the e- questionnaire, which made my project more appealing and

Attractive.
 Table of Content
SERIAL NO. PARTICULAR PAGE NO.

1. INTRODUCTION 6-7
(Customer Satisfaction
Towards Jio)
2. LITRATURE REVIEW 8-9

3. OBECTIVE OF THE 9
STUDY
4. INDUSTRY PROFILE 10-11

5. NATIONAL TELECOM 12-13

POLICY 1994
6. ESTABLISTMENT OF 13
TRAI
7. COMPANY PROFILE 14

8. INTRODUCTION OF 15
Jio
9. HISTORY 16
(JIO)
10. NETWORK 17-19

11. PARTNERSHIPS 19-20

12. PRODUCT AND 20-25

SERVICES

13. MARKET NEED AND 26

WANTS
14. ANALYSIS & 27-32
INTERPRETATION
15. FINDINGS 33

16. RESEARCH 34-35

METHODOLOGY
17. LIMITATIONS 36

18. CONCLUSION 37

19. REFRENCE 38
 INTRODUCTION OF THE TOPIC

After the globalization of India economy in 1991 the

telecommunication sector remained one of the most happening sectors in
India. The recent years witnesses rapid and dramatic changes in the field of
telecommunications. In the last few years more and more companies both
foreign, domestic, come into cellular
service, service market and offers large number of services to the people.

A consumer may be referred to anyone engaged in evaluating, acquiring,

using or disposing of services which he expects will satisfy his wants. If any
producer makes out the marketing programmer ignoring the consumer
preferences, he cannot possibly achieve his ultimate objectives. A
manufacturer must plan his production and distribution to suit the consumer’s
convenience rather than his own. Therefore a marketer must know more and
more about the consumers, so that the products can be produced in such a
fashion to give satisfaction to them.
In the year of 1989, the number of cell phone users in India was zero. In the
year of 1999 the number of cell phone users has gone up by 13 lakh.
In the year of 2000 the number of cell phone users has risen by one
million. Indian telecom sector added a staggering 227.27 million wireless
mobile users in the 12 months between March 2010 and March 2011, while
the overall teledensity has increased to 81.82% as of 30 November 2015, and
the total numbers of telephone phone users (mobile & landline) have reached
1009 .46 million as of May,2015.Now currently telephone subscriber (mobile &
landline) is 1058.01 million (May 2016).
The company is reconfiguring to meet the growing demand for mobile
services.It will differentiate our mobile services from our competitors
through ongoing investment in technology, distribution and customer
services, providing both a great competitive value the company is updating
our retail footprint to a new Reliance JIO concept delivering a
differentiated customer experience. A core part of our promise to
customers is to ensure that their technical experts in store transfer all their
personal data to their new LYF phone allowing them to walk out of the
store with their phone fully functional. Extensive trials of our new concept
store across all markets have shown significant increases in both sales and

6
customer satisfaction. The new concept will be rolled out globaly over the next
upcoming years.

LITRATURE REVIEW

1) Abhishek Kumar Singh and Malhar Pangrikar (2013) did a study titled “A
Study Report, toFind out Market Potential for 4G Businesses in Pune”. The
Report is all about “Study of market potential for 4G business in
pune” and also to know about the customer perceptions and
attitudestowards their current service provider. Satisfaction level of the
customers was also judged. Thecustomer expectations were analyzed
thoroughly. Major factors considered in research are: whatare the needs of
the companies based on the data services usage, major player in internet
services,and support to customers. The research was conducted on
companies mainly from Industries likeIT, Education, Manufacturing and
others which are located in Pune city. It is clear from the surveydone that
Reliance & Tata are Leading Internet service Provider; they are providing
products likeData Card, Broadband etc to the corporate end users. Most of
the companies are getting internetspeed form 1MBPS-4MBPS. Most of the
companies are having good perception about 4G and arewilling to switch to
it from their current service provider. Speed of 4G is around than 30 to
35MBPS, is going to boom the Market. Because majority of the companies
are facing Speed problem with their current ISP.4G spectrum is a research
item for next-generation wide-area cellular radio,which focuses on
4Gtechnologies, 4G networks and 4G systems. 4G technologies shall
include three basic areas of connectivity which are personal area
networking (such as Bluetooth), local high-speed access points on the
network such as wireless technologies and cellular connectivity.At the
moment, many companies have established projects for 4G systems
developmet.4G can provide services for a wide range of speed facility that
support global roaming and eachcompany will be able to interact with
internet-based information and available in every part of country.
2) C. Boobalan et al (2017) in their study on, “customer’s satisfaction towards
Reliance JIO simwith special reference to Dharmapuri District” made an
attempt to know the satisfaction level of multi customers. Most of the
customers are selectiong Reliance JIO is comes under for sim
cardsare free and most of the customers
7
 for understanding the income and satisfaction level of JIOservices is comes
under between (10001- 20000). Finally conclude that most of the customers
aresatisfied with the current JIO services.
3) K. R. Mahalaxmi and N. Suresh Kumar (2017) in this article titled, “A
study on service qualityand its impact on customer’s preference and
satisfaction towards Reliance JIO in trichy region”focus on to the service
quality and satisfaction level of Reliance JIO. This study reveals
that peoples with age group up to 35 were 78 per cent users of Reliance JIO
. The advertisement hasmotivates most of the customers to prefer
this network.
4) Dr. Gowthamichintala et al (2017) in
this article entitled, “customers satisfaction towardstelecommunication
service provider-A study on Reliance JIO” is to know the satisfaction level
of the customers. The gender wise analysis of the customers satisfaction is
conclude that there is nodifference in the opinion of male
and female respondents on the satisfaction level towards theservice
provided by the JIO services.
5) Mahalaxmi KR , Suresh Kumar N,(2017) ,“Changing the
Indian telecom sector: Reliance Jio”,the study aimed to identify customer’s
preference towards the Reliance JIO mobile
service provider and to know the customer satisfaction level towards Relian
ce JIO Mobile service provider in Trichy region. The study was descriptive
in nature. The study was carried out througha pilot survey from 50
respondents. The results of the survey were analysed using chi square
test.The study revealed that most of the students preferred to choose their
service provider as RelianceJIO and 97% of the respondents were satisfied
with the services provided by the Reliance JIO.
6) Aman Banchhor et al.,(2015), state in their study that Jio is the only
company who is usingfourth generation (4G) LTE services and which is
operating its network on 1800 MHz and
2300MHz bands in Mumbai. Jio facilitate the normal download speed of 15
-20 mbps. Lowestinternational call tariff in the world. 4G handset with free
connection for starting at as less asRs.2999. No
surge pricing on public holidays, festivals and newyear. Reliance Jio
manipulatesome marketing strategies of competitive pricing and tariff
plans, jio is offering special
operatingown apps like Jioplay, Jiomoney, Jiosecurity etc., Jio is going to c
8
 harge 1/10th of standard intelecommunication charge, Focusing on calls,
text and data respectively without any roamingcharges throughout India
and Student gets an additional 25% data usage if they registered their sim
card on a student.

OBJECTIVE OF THE STUDY

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

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

9
 INDUSTRY PROFILE

India has a fast-growing mobile services market with excellent potential

for the future. With almost five million subscribers amassed in less than
two years of operation, India's growth tempo has far exceeded that of
numerous other markets, such as China and Thailand, which have taken
more than five years to reach the figures India currently holds. The number of
mobile phone subscribers in the country would exceed 50 million by 2010
and cross 300 million by 2016, according to Cellular Operators
Association of India (COAI).

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

Services Market, such growth rates can be greatly attributed to the
drastically falling price of mobile handsets, with price playing a
fundamental role in Indian subscriber requirements. Subscribers in
certain regions can acquire the handset at almost no cost, thanks to the mass-
market stage these technologies have reached internationally. The Indian
consumer can buy a handset for $150 or less. This should lead to
increased subscribership. This market is growing at an extremely fast pace
and so is the competition between the mobile service provider.
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.

10
Before analyzing the telecom licensing framework in India, it is imperative
that one must examine what is a license. License issued by the government
is an authority, given to a person upon certain conditions to do something
which would have been illegal or wrongful otherwise.

For example, a driver’s license issued by the government, gives the

authority to a person to drive a motor vehicle. There are three main types
of license fee which the government charges:

(I) initial license fee, which generally is non-refundable.

(II) annual license fee.
(III) additional fee for allocation of spectrum.

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

Under the Indian Telegraph Act, 1885, section 4 gives power to the
government to grant license to any person to establish, maintain or use a
telegraph.

Code Division Multiple Access (CDMA) describes a communication

channel access principle that employs spread spectrum technology and a special
coding scheme (where each transmitter is assigned a code). It is a spread
spectrum signaling, since the modulated coded signal has a much higher
bandwidth than the data being communicated. CDMA is the current name for
mobile technology and is characterized by high capacity and small cell radius. It
has been used in many communication and navigation systems, including the
Global Positioning System and the omnitracs satellite system for
transportation logistics.
Indian mobile telephony market is increasing day by day and there is more to
happen
with technological up gradations occurring nearly every day and the ever-
increasing
demand for easier and faster connectivity, the mobile telephony market is
expected to race
ahead.
Indian mobile telephony market is increasing day by day and there is more to
happen
11
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.
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.
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.
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.
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.
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.
12
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.
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.
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.
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.
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.
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

13
demand for easier and faster connectivity, the mobile telephony market is
expected to race
ahead.
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.
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.
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.
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.
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.

14
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.

NATIONAL TELECOM POLICY 1994 (NTP 1994)

access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
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
15
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
16
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
access principle that employs spread spectrum technology and a special coding scheme
(where each transmitter is assigned a code). It is a spread spectrum signaling, since the
modulated coded signal has a much higher bandwidth than the data being
communicated. CDMA is the current name for mobile technology and is characterized
by high capacity and small cell radius. It has been used in many communication and
navigation systems, including the Global Positioning System and the omnitracs
satellite system for transportation logistics.
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 National Telecom Policy was announced in 1994 which aimed at
improving
India's competitiveness in the global market and provide a base for a rapid
growth in exports. This policy eventually facilitated the emergence of
Internet services in India on the back of established basic telephony
communication network. This policy also paved way for the entry of the
private sector in telephone services.

The main objectives of the policy were:

 To ensure telecommunication is within the reach of all, that

is, to ensure availability of telephone on demand as early as possible.
 To achieve universal service covering all villages, that is, enable all
people toaccess certain basic telecom services at affordable and
reasonable price.

17
  To ensure world-class telecom services. Remove consumer
complaints,resolve disputes and encourage public interface and
provide a widepermissible range of services to meet the demand at
reasonable price.

 To ensure that India emerges as a major manufacturing base and

majorexporter 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 DoT2.
18
The functions allotted to the TRAI included:
a) To recommend the need and timing for introduction of new service
provider.
b) To protect the interest of customers of telecom services.
c) To settle disputes between service providers.
d) To recommend the terms and conditions of license to a service provider.
e) To render advice to the Central government on matters relating to
thedevelopment of telecommunication technology and any other matter
applicable tothe telecommunication industry in general.

COMPANY PROFILE

19
 INTRODUCTION OF JIO

Reliance Jio, officially known as Reliance Jio Infocomm Limited, burst onto the
Indian telecommunications scene on September 5, 2016. Under the leadership of
business magnate Mukesh Ambani, Jio quickly became a disruptor in the
industry. The company's entry was marked by a commitment to providing high-
speed 4G services at unprecedentedly affordable prices, aiming to democratize
data access across India.
Jio's disruptive strategy was evident from the outset, with the introduction of the
"Welcome Offer," granting users free access to voice calls, unlimited data, and
other services. This move rapidly expanded Jio's subscriber base and compelled
other telecom operators to rethink their pricing models. Focused on 4G LTE
technology, Jio aimed to revolutionize internet connectivity in the country,
offering superior network quality compared to existing 2G and 3G services.
Beyond its core telecom services, Jio diversified into digital offerings, creating a
comprehensive ecosystem. Services such as JioTV, JioCinema, JioSaavn, and
JioMoney augmented the company's portfolio, catering to diverse digital needs.
Jio's commitment to infrastructure development saw a rapid expansion of its
network, even reaching remote areas.
20
The introduction of the JioPhone, a feature phone with 4G capabilities, further
broadened Jio's reach by providing affordable internet access to a wider
demographic. With a focus on affordability and accessibility, Jio not only gained
a substantial market share but also fundamentally altered the telecommunications
landscape in India.
In summary, Reliance Jio's introduction marked a paradigm shift, making high-
speed internet accessible to millions, and reshaping the industry through
competitive pricing, innovative services, and an extensive network infrastructure.

21
 HISTORY

The company was registered in Ambawadi, Ahmedabad, Gujarat on 15 February

2007 as Infotel Broadband Services Limited (IBSL). In June 2010, Reliance
Industries (RIL) bought a 95% stake in IBSL for ₹4,800 crore (equivalent to
₹110 billion or US$1.3 billion in 2023). 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 would start its operations throughout the
country by the end of 2015.However, four months later in October, the company
postponed the launch to the first quarter of the financial year 2016–2017.

Later, in July 2015, a PIL filed in the Supreme Court by an NGO called the
Centre for Public Interest Litigation, through Prashant Bhushan, challenged the
grant of a pan-India license to Jio by the Government of India. The PIL also
alleged that the firm was being allowed to provide voice telephony along with its
4G data service, by paying an additional fee of just ₹165.8 crore (US$21 million)
which was arbitrary and unreasonable, and contributed to a loss of ₹2,284.2 crore
(US$290 million) to the exchequer.The Indian Department of
Telecommunications (DoT), however, 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 4G services were launched internally on 27 December 2015.The company

commercially launched its 4G services on 5 September 2016,[9] offering free
data and voice services until 31 December, which was later extended until 31
March 2017. Within the first month, Jio announced that it had acquired 1.6 crore
(16 million) subscribersand has crossed 5 crore (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 13 crore (130 million) subscribers.

22
 NETWORK

Jio owns spectrum in 850 MHz and 1,800 MHz bands in India's 22 circles, and
also owns pan-India licensed 2,300 MHz spectrum. The spectrum is valid until
2035. Jio also picked up pan-India licenses in the 700 MHz, 3,500 MHz and 26
GHz spectrum bands in the DoT's 2022 5G auction.

TD-
FD- FD- TD- TD-
FD- NR
NR LTE LTE NR
LTE 26G
Telecom 700M 850M 2300M 3500M
1800M Hz
circle coverage Hz Hz Hz Hz
Hz Ban
Band Band Band Band
Band 3 d
n28 5 40 n78
n258

Delhi

Mumbai

Kolkata

Andhra
Pradesh & Telang
ana

Gujarat

Karnataka

Maharashtra & G
oa

23
 TD-
FD- FD- TD- TD-
FD- NR
NR LTE LTE NR
LTE 26G
Telecom 700M 850M 2300M 3500M
1800M Hz
circle coverage Hz Hz Hz Hz
Hz Ban
Band Band Band Band
Band 3 d
n28 5 40 n78
n258

Tamil Nadu

Haryana

Kerala

Madhya
Pradesh & Chhatt
isgarh

Punjab

Rajasthan

Uttar Pradesh
(East)

Uttar Pradesh
(West)

West Bengal

Assam

24
 TD-
FD- FD- TD- TD-
FD- NR
NR LTE LTE NR
LTE 26G
Telecom 700M 850M 2300M 3500M
1800M Hz
circle coverage Hz Hz Hz Hz
Hz Ban
Band Band Band Band
Band 3 d
n28 5 40 n78
n258

Bihar & Jharkhan

d

Himachal Pradesh

Jammu and
Kashmir & Ladak
h

North East

Odisha

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.

Sep 2014 – Acquired undisclosed stake in Airspan Networks for US$5

mn.Deploys Airspan's small cells throughout the network roll out phase.

25
Sep 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.

Feb 2017 – Jio announced a partnership with Samsung to work on LTE –

Advanced Pro and 5G.

Feb 2017 – Partnered with Ciena to deploy transport SDN architecture.

Reliance Jio also partnered with several OSS (Operations Support Systems) &
BSS (Business Support System) companies
for the deployment of services,
like: SAP, HP, IBM, Ericsson,
Rancore, Estel Technologies,
Subex and Intec Telecom Systems.
However, the finalized OSS firms were Ericsson, HP and Friendly Technologies.

Sep 2020 – Partners with Cisco Systems for 5G deployment.

Sep 2020 – Announces partnership with HFCL to deploy Fiber-optic

communication to support the rollout of FTTx services.

Oct 2022 - Contracts with Nokia & Ericsson for supplying standalone 5G
network equipment.

26
 Prouct and Services

Mobile broadband:
The company launched its 4G broadband services throughout India in
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. On 5 October
2022, it launched 5G services to Delhi, Mumbai, Kolkata, Chennai, Varanasi,
Siliguri, Bangalore, Hyderabad and Nagpur.

JioFiber:
In August 2018, Jio began to test a new triple play fiber to the home service
known tentatively as Jio GigaFiber, including broadband internet with speeds
ranging from 100 to 1000 Mbit/s, as well as television and landline telephone
services.

In August 2019, it was announced that the service would officially launch
on 5 September 2019 as JioFiber, in honour of the company's third
anniversary.Jio also announced plans to offer streaming of films still in theatres
("First Day First Show") to eligible JioFiber subscribers.

In the year 2015, the company has a network of more than 250,000 km
(160,000 mi) 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.

JioBusiness:
In March 2021, the company has launched connectivity solutions for
businesses bundled with services provided by Jio Platforms, Reliance Retail and
Office 365.

JioAirFiber:
27
 In August 2023, in the Reliance AGM, the chairman of Reliance has
announced that the JioAirFiber eliminates the need for the last mile fiber cable
connectivity by making the use of Jio 5G wireless network and the product was
made available for purchase from 19 September 2023.

The company has started installing JioAirFiber devices from 1st October
2023.

Jio SpaceFiber:
On 27 October 2023, Jio has launched its satellite-based GigaFiber internet
service in India.

Jio Branded Devices

LYF smartphones
Main article: LYF

An image of LYF Water 2 phone with IPS display

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.

Jio Phone:

Illustration of a JioPhone

28
 JioPhone is a line of feature phones marketed by Jio. The first model,
released in August 2017 (with public pre-orders beginning 24 August 2017), was
positioned as an "affordable" LTE-compatible feature phone. It runs on the
KaiOS platform (derived from the defunct Firefox OS), and includes a 2.4-inch
display, a dual-core processor, 4 GB of internal storage, near-field
communication support, a suite of Jio-branded apps (including the voice assistant
HelloJio), and a Jio-branded application store. It also supports a "TV cable"
accessory for output to an external display.

In July 2018, the company unveiled the JioPhone 2, an updated model in a

keyboard bar form factor with a QWERTY keyboard and horizontal display. Jio
also announced that Facebook, WhatsApp, and YouTube apps would become
available for the two phones.

JioPhone Next:
The JioPhone Next is a fully-featured Android smartphone co-developed
with Google as part of Jio's long-term partnership. It was announced on 24 June
2021, by Mukesh Ambani. The budget smartphone was launched in India on 4
November 2021.

The JioPhone Next will be run by the indigenously built Pragati OS based
on Android Go operating system. This phone is classified as an entry-level phone
and is aimed at replacing feature phones and providing basic smartphone services
efficiently at low specifications.

Jio Bharat:
Reliance Jio has introduced a budget-friendly 4G phone called Jio Bharat at
an affordable price of ₹999. The phone's sales commenced on 7 July 2023, and
Reliance Jio aims to eliminate 2G technology from India through the widespread
adoption of this device. The Jio Bharat Phone is specifically targeted towards
individuals who are unable to afford expensive smartphones but still rely on
basic features.

29
 JioFi:
JioFi is a portable broadband device brought by Reliance Digital. The JioFi
device allows multiple users and mobile devices to access Jio's 4G high-speed
internet connectivity and create a personal Wi-Fi hotspot.

JioDive:
Reliance Jio has unveiled its JioDive virtual reality (VR) headset in India,
to help IPL fans watch a match in 360-degree stadium view while sitting in front
of a 100-inch screen. A smartphone-based virtual reality headset for
entertainment, learning, gaming, and wellness.

JioTag:
JioTag, an affordable object tracker, was introduced by Reliance Jio in
India. By utilizing Bluetooth 5.1 technology and the JioThings app, JioTag
assists in locating lost items and alerts you when you inadvertently leave your
connected device behind.

Jionet Wi-Fi:
Prior to its pan-India launch of 4G data and telephony services, the firm has
started providing free Wi-Fi hotspot services in cities throughout India including
Surat, Ahmedabad in Gujarat, and Visakhapatnam in Andhra Pradesh, Indore,
Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of Mumbai in
Maharashtra, Kolkata in West Bengal, Lucknow in Uttar Pradesh, Bhubaneswar
in Odisha, Mussoorie in Uttarakhand,[unreliable source?] 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.

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
30
everyone, a user will require a Jio SIM card to use some of them. Notable apps
include:
MyJio – manage Jio account and digital services associated with it
JioSphere (formerly JioPages) – a web browser for Android device with
VPN.
JioChat – instant messaging app
JioCinema – OTT Platform
JioCloud – cloud-based backup tool
JioHealthHub – health services app
JioNews – e-reader for news
JioMeet – video-conferencing platform
JioMoney – online payments/wallet app
JioSaavn – for online and offline music streaming in English and Indian
languages
JioSecurity – security app
JioTV – TV Channels streaming service
JioCall – VoLTE phone simulator
JioMart - Online shopping app
JioGames - gaming platform
JioHome - Enhancing home entertainment
JioThings - Track devices.
JioGate - housing society solutions
JioPOS Lite - Earn by helping.

31
 MARKET NEED AND WANTS

This study covers customers about Reliance JIO in the areas

OF LUCKNOW.

The study makes effort to ascertain the satisfaction level of customer of

Reliance JIO.Through survey So that company would be able to come up to the
expectation level of its customer.
The company can come up to the expectation only by finding out the problem
that customer are facing during their purchase of Reliance JIO products.
The subject has been taken for the research as it plays key role in the success
of Telecom sector.
No company can think of selling their product without having satisfied
customer.
No company can survive in long run without coming up to the satisfaction level
of customer.

In short it is the level of satisfaction that is link between end-user and company.
As long as the company is able to satisfy its customer, customer would remain
in the bracket of loyal customer. Hence it is very essential to understand the
customer satisfaction and to measure the satisfaction level time to time as
there is always scope of improvement.

The research will also be beneficial in analyzing the overall market

position of thecompany and measures which should be adopted by the
Reliance JIO to increase their market share in the region of LUCKNOW.

32
 TABLE

 Age group of respondents

AGE % of No. of
respondents respodents

20-25 20% 60

25-30 26.66% 80

30-35 30% 90

Above 35 23.33% 70

% of respondents

20% 20-25
23%
25-30
30-35
Above 35

27%
30%

33
INTERPRETATION:
 20% of the respondents are between the age group 20 – 25.
 26.66% of the respondents are between the age group 25 – 35.
 30% of the respondents are between the age group 30 – 35.
 23.33% the respondents are above 35 years of age

TABLE 2

 Occupation of the respondents.

Occupation % of respondents No. of respondents

Students 16.66% 50

Business man 26.66% 30

Private employees 30% 90

Govt. employees 26% 80

34
 Occupations
INTERPRETATION:
16.66% of the respondents are Students.
26.66% of the26% 17%
respondents are Businessmen. Students
Business man
Private employees
30% of the respondents are from Private employees.
Govt. employees
27%
26% of the respondents are Govt.Service
30%

TABLE 3

1) Are you aware about

Reliance JIO?
a)Yes
b) No

Awareness % of respondents No. of respondents

Yes 93.33% 280
No 6.66% 20

Awareness

7%
Yes
No

93%

35
INTERPRETATION:
93.33% of respondents are aware about Reliance JIO.
6.66% of respondents are not aware about Reliance JIO.

TABLE 4:
which operator’s service do you use?

Operators % of repondents No. of respondents

Aritel 30% 90

Reliance JIO 23.33% 0

Idea 20% 60

Vodafone 26.66% 70

36
 % of repondents

Aritel
27% 30% Reliance JIO
Idea
Vodafone

20%
23%

INTERPRETATION:
30% of respondents are Airtel users
23.33% of respondents are Relianc JIO users.
20% of respondents are Idea users.
26.66% of respondents are Vodafone users.

TABLE 5:

4. Which feature of Reliance jio convinced you to

use this?
a) Connectivity
b) Schemes
c) Advertisement
d) Goodwil

37
Convincing Factor % of respondents No. of respondents

Connectivity 21.42% 15

Schemes 57.14% 40

Advertisments 14.78% 10

Goodwill 7.14% 5

% of respondents

7% Connectivity
21%
15% Schemes
Advertisments
Goodwill

57%

INTERPRETATION:
21.42% of respondents are convinced with connectivity.
57.14% of respondents are convinced with scheme.
14.28% of respondents are convinced with Advertisement.
7.14% of respondents are convinced with goodwill.

38
 FINDINGS:
1. While conducting the survey,I found that most of 71.23%
respondents aresatisfied with Reliance JIO,and 29.77% of respondents
are not satisfied.Becausestill they have network problem in deep rural
areas.

2. Reliance JIO has wide market captured in Muradnagar.LYF handsets

arehighly demanded in the market by its customers.

3. Most of the customers are preferred to buy and utilize the LYF
handsetsbecause its demand is very high in the area of Muradnagar.

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

services.

5. Reliance JIO is the market leader in Muradnagar areas,all the customers

arepreferred its products & services.

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

7. Highly competition among other mobiles Samsung,Redmi,HTC. But

LYFhandsets are more preferred by the customers.

8. Wide network coverage is available in Muradnagar areas.

9. LYF handsets are highly selling products in Muradnagar

markets.Becauseunlimited 4G schemes are considered by customers.

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

39
 RESEARCH METHODOLOGY

RESEARCH DESIGN:
The purpose of the methodology is to design the research procedure. This
includes the overalldesign, the sampling procedure, the data collection method
and analysis procedure.Marketing research is the systematic gathering recoding
and analyzing of data about problemretaining to the marketing of goods and
services.
The essential purpose of marketing research is to provide information, which will
facilitate theidentification of an opportunity of problem situation and to assist
manager in arriving at the best possible decisions when such situations are
encountered.Basically there are two types of researches, which according to their
applicability, strength,weaknesses, and requirements used before selecting proper
type of research, their suitability must be seen with respect to a specific problem
two general types of researches are exploratory andconclusive.
1.Descriptive Research Design:
It is also known as quantitative research; it is designed to help executives of
action that is tomake decision.When a marketing executive makes a decision are
course of action is being selected fromamong a number of available. The
alternatives may be as few as two or virtually infinite. Theymay be well defined
or only vaguely glimpsed.Conclusive research provides information, which helps
the executives make a rational decision.In some instances, particularly if any
experiment is run, the research may come close tospecifying the precise
alternatives to choose, in their cases especially with descriptive studiesthe
research will only particularly clarify the situation and much will be left to the
executive’s judgment.The type of research here is “Descriptive Research
Design”. This kind of design is used for more precise investigation or of
developing the working hypothesis from an operational pointof view. It has
inbuilt flexibility, which is needed because the research problem, broadlydefined
initially, is transformed into one with more precise meaning in exploratory
studies,which in fact may necessitate changes in research procedure for gathering
relevant data.The characteristic features of research are as follows: –
 Flexible Design
 Non-Probability Sample Design
 No pre-planned design analysis
40
  Unstructured instruments for collection of the data
 No fixed decisions about the operational procedures

Sample Size:
Sample size refers to the numbers of respondents researcher have selected for the
survey.I have selected 85 samples units from market and individual customers.
Sampling Technique:
The sample design provides information on the target information and final
sample sizes. Iused conveyed convenient sampling surveyed in research.
Sampling Area:
While conducting sample,I went many places of Trichy areas-Railway road,
Chathiram Road,College road, Thillai nagar, Sri Rangam, Putthur etc.
Data collection tool:
I have used Questionnaire, as the research instrument to conduct the market
survey. Thequestionnaire consisted closed ended questions designed in such a
way that it should gather maximum information possible.The questionnaire was a
combination of 15 questions. If choices are given it is easier for therespondent to
respond from the choices rather they think and reply also it takes lesser
time.Because the keep on responding and one has tick mark the right choice
accordingly.Data was collected through two sources:
Primary Source:
Primary data was collected directly from the customers through aquestionnaire.
Secondary Source:
The secondary source was the company website and my colleagues.
Method of sampling:
Convenient sampling is used to do sampling as all the customers in the sites are
Surveyed..
Data Analysis:
Data analysis was done mainly from the data collected through the customers.
The dataCollected from secondary sources is also used to analyse on one
particular parameter. Qualitativeanalysis was done on the data collected from the
primary as well as secondary Sources.
41
 LIMITATIONS:
1) The first problem I faced is in getting the co-operation of the
customers. Many ofthe respondents I approached did not agree to the
need and utility of the project andhence did not agree to provide me
with information.
2) The behavior of the customer is unpredictable which may result in the
lacking ofaccuracy in the data.
3) As the sample size of the survey was so small and comprise of
only 300customers, the results may have some prone to errors.
4) Study accuracy totally based upon the respondents response.
5) Stipulated short span of time for survey.

42
 Conclusion:
Reliance JIO has become a very successful brand in India &
providingcustomer satisfaction is to be there main motive.It provides
unlimited freecalling and data services & SMS on the move as people
are moredependent on it in their daily lives like wide network coverage and good
4Gservices.Because 3G services was unable to meet out customer needs
andwants.That’s why 4G has been evolved for Indian customers.

Reliance JIO possesses congestion free & wide network

coverage,attractive 4G schemes & customer services as well as lifetime
roaming freeservices.

Providing customer satisfaction is the most crucial step of the company asthey
are to be satisfied and provides Internet access on the move such asWide
network coverage and good 4G services as they are important andtechnology
advanced stuff required by almost everybody in today’senvironment.

Reliance JIO is a home brand company and a very emerging brand inIndia
and will be successful in overseas market in upcoming years. Itpossesses
congestion free & wide network, attractive 4G schemes &customer services
to cover one of the widest areas.

From the details it can be concluded that 80% of Reliance JIO

userspreferred to remain with Reliance JIO and fully stisfied. Also good
numberof customers who are willing to switch from their respective
subscribers showed interest in Reliance JIO.Reliance JIO is capturing the
wide areaof Indian markets increasingly day by day.Hence, these statistics
implya bright future for the company.It can be said that in near future,
thecompany will be booming in the telecom industry.

43
 REFRENCE:
 Referred Books:

 Kothari. C.R (2004): Research Methodology Methods & Techniques

, ‟New Age International Publishers, New Delhi, 2nd Edition.
 Principles of Marketing –Philip Kotler & Kevin keller edition 12.
 Market Research – D.D. Sharma.
 Research Methodology – C.R. Kothari.
 Books & magazine on mobile communication-Kamil Sh.
Zigangirov.
Articles:
 Mukesh Ambani's son Akash Ambani joins Reliance
Industries; begins at telecom arm Reliance Jio , The
Economic Times.
 Reliance Jio Infocomm launches 4G services for employees
, The Economic Times, December 27, 2015, retrieved December 29,
2015.
 Reliance Industries buys 95% stake in IBnfotel Broadband
for Rs 4,800 cr , The Economic Times Business Line.
 Reliance Jio employees to get freebies, discount on 4G
service, Gadgets 360 - NDTV, December 25, 2015, retrieved
December 29, 2015.
 Reliance to launch Jio by Dec, set to kick off
pricing war , Business Standard.
Web Sites:
 www.JIO.com
 www.MYLYF.com
 www.google.com
 www.wikipedia.com

services.It will differentiate our mobile services from our competitors

through ongoing investment in technology, distribution and customer services,
providing both a great competitive value
The company is updating our retail footprint to a new Reliance JIO concept
delivering a differentiated customer experience. A core part of our promise to
44
customers is to ensure that their technical experts in store transfer all their personal
data to their new LYF phone allowing them to walk out of the store with their
phone fully functional. Extensive trials of our new concept store across all markets
have shown significant increases in both sales and customer satisfaction. The new
concept will be rolled out globally over the next up

45