STUDY ON CUSTOMER SATISFACTION OF RELIANCE JIO

NETWORK

TRICITY

FINAL PROJECT REPORT

SUBMITTED TO:

PUNJAB UNIVERSITY, CHANDIGARH

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR

THE DEGREE OF THE BACHELOR OF BUSINESS
ADMINISTRATION

SUBMITTED BY:

GITANSHI JINDAL

(UNIVERSITY ROLL NO. – 21044631)

Department of Business Administration

DEV SAMAJ COLLEGE FOR WOMEN

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 DECLARATION

I, GITANSHI JINDAL hereby declare that the project work entitled

“CUSTOMER SATISFACTION OF RELIANCE JIO NETWORK” is a
record of independent and bona fide project work carried out by me under the
supervision and guidance of DR. SHIKHA VOHRA AND DR. ANUPAM RANI
of Dev Samaj College for Women for the partial fulfillment of my project work.

The information and data given in the report are authentic and best of my
knowledge. The report has not been previously submitted for the award of any
degree, diploma or other similar title of any other university or institute.

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 ACKNOWLEDGEMENT

No creation in this world is a solo effort. Neither is this project. It would not have
been possible without the kind support and help of many individuals. I take this
opportunity to express my gratitude to all of them.

I am highly indebted to my teachers in-charge DR. SHIKHA VOHRA and DR.

ANUPAM RANI for providing me with an opportunity to do this project under
their guidance. Their constant guidance and willingness to share their vast
knowledge made me understand this project and its manifestations in great depth
and helped me in the completion of this project.

I would like to express my gratitude to my PARENTS for their kind corporation

and encouragement which help me in the completion of this project. My sincere
thanks to my FRIENDS and all those who have been instrumental in the
successful completion of the project.

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 PREFACE

The project STUDY ON CUSTOMER SATISFACTION OF RELIANCE JIO

NETWORK has been conducted to observe the preferences of the consumer. This
system of education is highly appreciated as it provides the students with an
opportunity to acquaint themselves with the outside world. The project work helps
the students to view the real business world closely, which in terms widely
influences their conception and perception. In the project, 100 respondents are
selected for their perceptions regarding Jio network users. For this purpose,
information is collected from some areas of Tricity.

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 CONTENT

SERIAL NUMBER TOPIC PAGE NUMBER

CHAPTER - 1 INTRODUCTION 5-35

CHAPTER - 2 RESEARCH 36-38

METHODOLOGY

CHAPTER - 3 DATA ANALYSIS AND 39-60

INTERPRETATION

CHAPTER - 4 FINDINGS AND 61-64

SUGGESTIONS

CHAPTER - 5 BIBILIOGRAPHY 65-67

CHAPTER - 6 ANNEXURE 68-72

(QUESTIONNAIRE)

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 CHAPTER-1

INTRODUCTION

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 INTRODUCTION

CUSTOMER SATISFACTION

Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It

is a measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as "the number of customers, or
percentage of total customers, whose reported experience with a firm, its products, or its services
(ratings) exceeds specified satisfaction goals."

Customer satisfaction is defined as a measurement that determines how happy customers are
with a company’s products, services, and capabilities. Customer satisfaction information,
including surveys and ratings, can help a company determine how to best improve or changes its
products and services. An organization’s main focus must be to satisfy its customers. This
applies to industrial firms, retail and wholesale businesses, government bodies, service
companies, nonprofit organizations, and every subgroup within an organization.

Customer satisfaction is ultimately a reflection of how a customer feels about interacting with
your brand, and businesses quantify these feelings with customer satisfaction surveys. These
responses can give you a picture of customer loyalty, which predicts the likelihood of customer
referrals .

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CUSTOMER SATISFACTION DEFINED BY PHILIP KOTLER

Philip Kotler defines customer satisfaction as a ‘person’s feeling of pleasure or disappointment,

which resulted from comparing a product’s perceived performance or outcome against his/her
expectations’. Although Kotler uses abstract terms like pleasure and disappointment, the
definition is by no means ambiguous.

Customer satisfaction = f (perceived performance, buyer’s expectations)

Here, customer satisfaction is a function of perceived performance and expectations. Perceived

performance is the consumer’s belief about the product or service experience. Buyer’s
expectations, on the other hand, are influenced by:

1. Performance of the product in the recent past

2. Word of mouth, recommendations or testimonials

3. Reviews
4. What competitors say about the product or service
5. What its own marketers promise.

PROCESS

Create a Turn
Define
Customer Collect Analyze Customer Survey
Goals and
Satisfaction Awareness Result Feedback Again
Metrics
Survey in Action

1. Define Goals and Metrics

Deciding you want to grow customer satisfaction is the easy part. Yet, starting the
process demands good planning and understanding your goals.

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2. Create a Customer Satisfaction Survey
When you already know your goals and metrics it's easier to say what exactly you want
to research, then it’s time to create a survey. But before that happens, think what is the
best method for running the survey. Choose the best customer satisfaction tool and
identify the right survey distribution channel that will resonate with your target
audiences.

3. Collect Answers
People new to analyzing surveys often get excited after collecting a few answers. It’s
understandable, but you should wait longer for survey results. It’s difficult to talk about a
minimum sample size because it often depends on the number of customers you survey.
For most of the companies, it’s impossible to reach statistical significance and a few
hundreds of answers or even less must be enough. For a very small company, getting
more than 100 answers can be challenging yet it shouldn’t discourage you from
measuring customer satisfaction.

4. Analyze Results
Analyzing the results makes the key part of the customer satisfaction process. Only good
analysis lets you find out how satisfied your customers are really. If you use only closed-
ended questions, analyzing answers will be easy because you’ll view a breakdown of
answers. If you used open-ended questions, you will need word cloud to quickly make
sense of collected answers. While analyzing answers, think about what they imply.

5. Turn Customer Feedback in Action

Analyzing the results doesn't always make you smarter, but also allows you to make
informed decisions on improving customer satisfaction. Without this step, researching
customer satisfaction or running any other customer survey is mostly a waste of time. If
customers complain about the quality of customer service, dive into this issue and think
about what exactly can be improved. Maybe all the people complaining contacted the
same customer service agent? If your customer complains about the website - create a
plan on what needs to be improved and talk to IT to see how you can fix the issues. When

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 improvements are implemented, it’s time to move on to the last point of the customer
satisfaction process.

6. Survey Again
Growing customer satisfaction is a process and you need a place for it in your
organization. Once customer feedback from one CSAT survey is already implemented
run another customer survey after a while to see if they worked.

METHODS OF MEASURING CUSTOMER SATISFACTION

CUSTOMER
SATISFACTION
SCORE (CSAT)

METHODS

NET
CUSTOMER
PROMOTER
EFFORT
SCORE
SCORE (CES)
(NPS)

Below are several ways in which a company can measure customer satisfaction:

1. Customer Satisfaction Score (CSAT)

2. Net Promoter Score (NPS)
3. Customer Effort Score (CES)

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Customer Satisfaction Score (CSAT)

The Customer Satisfaction Score (CSAT) is a key performance indicator of customer

satisfaction. The goal of the CSAT is to determine how satisfied customers are with the services,
goods, business, or customer service team. Customers are asked about their level of happiness
regarding one or more aspects of the business. The answers taken from a CSAT are expressed as
a percentage, ranging from 0 to 100%. A higher percentage indicates higher satisfaction.

The CSAT scale typically consists of:

 Very unsatisfied (0%)

 Unsatisfied (20%)
 Neutral (60%)
 Satisfied (80%)
 Very satisfied (100%)

PERCENTAGE
PERCENTAGE
100%
80%
60%
20%
0%

VER Y SATI SFI ED UNSATI SFI ED NEUTR AL SATI SFI ED VER Y SATI SFI ED

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Net Promoter Score (NPS)

The Net Promoter Score (NPS) measures how likely it is that a customer will act as a brand
ambassador and promote the products/services/company. The NPS places customers into three
categories – promoters, passives, or detractors.

 Promoters are customers who are enthusiastic about the products/services and are likely
to recommend them to friends and family.
 Passives are those who are satisfied with the products/services but are unlikely to
recommend them to friends or family members. Passives do not have strong brand loyalty
and can easily be converted by competitors.
 Detractors are customers who are unsatisfied with the products/services and may damage
the company’s brand image and growth through bad word-of-mouth.

The NPS scale typically falls between 0 to 10, with:

 9-10 being promoters

 7-8 being passives
 0-6 being detractors

9-10 PROMOTERS

NPS SCALE 7-8 PASSIVES

0-6 DETRACTORS

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Customer Effort Score (CES)

Customer Effort Score (CES) is a type of customer satisfaction survey used to measure the ease
of service experience with an organization. It asks customers to rate the ease of using products or
services on a scale of “very difficult” or “very easy.” On the other hand, if the customer is
willing to go through some difficulty in order to purchase a company’s products, that may
indicate that they have strong brand loyalty.

The CES rating scale typically consists of:

 Very difficult
 Difficult
 Somewhat Difficult
 Neutral
 Somewhat Easy
 Easy
 Very Easy

VERY DIFFICULT

DIFFICULT

SOMEWHAT
DIFFICULT

CES SCALE NEUTRAL

SOMEWHAT EASY

EASY

VERY EASY

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Here are three types of feedback to collect to help you measure customer satisfaction and
examples of questions to ask.

1. Overall Satisfaction
It can be helpful to gauge a customer’s general opinion of your product or service before
drilling down into the specifics. Positive answers indicate they are happy with their
purchase decision, while negative ones suggest they have some degree of buyer remorse.
Example question: Overall, how satisfied are you with [Product X]?

2. Repurchase Intent
Given the close ties between customer satisfaction and loyalty, it makes sense to use a
customer’s repeat purchasing plans to measure their general happiness. Consumers who
say they are likely to buy again may also be more likely to leave positive reviews or share
their experience with friends and family. Example question: Will you shop at [Company
X] again in the next month?

3. Word of Mouth

NPS customer satisfaction surveys are centered on a single question about whether or not
the customer would recommend a given brand or product. This sort of feedback allows
companies to understand whether the user’s experience aligns with their expectations.
Example question: Would you recommend [Company X] to your family and friends?

LEVELS OF CUSTOMER SATISFACTION

The success of your company is directly proportional to how thoroughly your customers are
satisfied with you. The satisfaction score of a customer is a critical determinant that portrays how
far-fetched their loyalty will go on. While it is said that sales are the engine that is the driver of
your business, customer satisfaction is the one that acts as fuel. Only a fully satisfied customer
will revert to you and will do more business. On that note, there are said to be four levels of
customer satisfaction that stand as a testament to glorying customer success. What are they and
why are they so important, the blog here awaits the answers.
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• Level One: Meeting Customer Expectations
• Level Two: Surpassing Customer Expectations
• Level Three: Delighting your customers

LEVEL ONE: MEETING

CUSTOMER
EXPECTATIONS

LEVEL TWO: SURPASSING

LEVELS CUSTOMER
EXPECTATIONS

LEVEL THREE: DELIGHTING

YOUR CUSTOMERS

Level One: Meeting Customer Expectations

The entire business depends on the customers. The minimum, basic requirement that is
asked from you to sustain the market is the ability to meet the expectations of a customer.
This is the only level where you know that your customers are happy, fulfilled, and will
not carry any severe grudge against you. And on similar tracks, they won’t have loyalty
for you too.
But do not assume that since you are on the first level, you are entitled with no efforts at
all. If in the meanwhile, a competition of yours does something greater than just meeting
their expectations, you lose the chance to retain them. Surviving the first step, you will
have to learn the skill of packing the punch in the first go.

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 Level Two: Surpassing Customer Expectations

As you have promoted to the second level, you must know that satisfaction for a
customer means more than just subscribing to your product.
You will have to come up with a multitude of additional causes that can give you an edge
over your competitions. Exceeding their basic expectations here will build a treasure
trove of customer retention and will eventually augment your profitability bar too. Once a
user sees that you are ready to surpass their expectations, they will most likely be eager to
pay more and stick around for a longer time.

Level Three: Delighting your Customers

On the third level, a customer served here is indeed delighted.

Not only they saw that their basic expectations have been met and surpassed, but you as a
company have connected with them on an emotional note too. This accounts to be the
beginning of wreathing their loyalty towards you.

HOW TO IMPROVE CUSTOMER SATISFACTION

To improve customer satisfaction, you need to know precisely why they’re dissatisfied. This will
come from the surveys you undertake and the data you gather. Connecting with your customers
and gaining genuine insight directly from the source is the only way you’ll be able to make
significant improvements.

It certainly helps to begin forging a strong relationship with your customers from the get-go.
Essentially, improving satisfaction comes down to truly trying to understand and connect with
your community of customers and ensuring the goals of your business align with the needs of
your audience.

STEPS

Collect
Customer
Feedback

Follow Up with 16 Turn Customer

Your Feedback into
Customers Action
 1. Collect Customer Feedback
To better understand your customers’ needs, you need to listen to them and know what
they want. By using surveys, you can measure customer satisfaction and discover what
product improvements your customers request.

2. Turn Customer Feedback into Action

Now that you know what your customers want, it’s time to turn their feedback into
action. For example, if a customer said your onboarding sessions are not helpful, it’s
worth working with your team to improve them.

3. Improve your Product or Service

You should constantly strive to improve your product or service based on customer
feedback. For instance, if the customer requests feature you can’t yet deliver, always
update them on the progress. This lets you keep customer satisfaction levels high.

4. Follow Up with your Customers

Have you made an improvement based on what your customer has told you? Follow up
with the customer to let them know about it. Keeping your customers in the loop shows
that your business values customer feedback.

WHY DOES CUSTOMER SATISFACTION MATTER?

As mentioned, customer retention is massively important for pretty much every business.
Acquiring new customers costs a lot of resources, money, and time. A business might assume
that once they’ve made a sale, their relationship with the customer becomes irrelevant – but it’s
easier and cheaper to aim for more sales from an existing customer than it is aiming for brand
new customers altogether. You should still aim for new customers, but that should never mean

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neglecting the customers you do have. Keeping your existing customers happy should always be
a priority.

Customer satisfaction is important because it hugely increases the chances of a customer

returning to do more business. Customer loyalty won’t come easy if you’re not focused on
pleasing your base. But the importance of customer satisfaction stretches beyond retention, it’s
also about improving more generally as a business. Understanding how your customers feel
about their interactions with your brand is the best way to identify weaknesses and areas for
improvement. The feedback of your customers is extremely valuable, and if satisfaction levels
are low, you know you need to act. Monitoring satisfaction by engaging with your customers and
gathering genuine, specific feedback, will help you figure out exactly what you can do to turn
things around.

On the other hand, positive customer satisfaction helps you identify your strengths, which you
can then home in on to facilitate further growth. Customer satisfaction matters significantly for a
variety of compelling 8 reasons, and it can affect modern customer satisfaction in various ways:

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 REDUCES CUSTOMER
CHURN

BOOSTS CUSTOMER
LOYALTY AND RECURING
REVENUE

IMPROVES EFFICINCY AND

PRODUCTIVITY

REASONS
INCREASES EMPLOYEE
SATISFACTION

ENCOURAGE BRAND
ADVOCACY

HELPS YOU STAND OUT

FROM COMPETITION

PROVIDES UPSELLING AND

CROSS-SELLING
OPPORTUNITIES

BENEFITS OTHER
DEPARTMENTS

1. Reduces customer churn

In today’s capitalistic world, there are always new and existing competitors to be aware
of. According to these customer retention statistics, 66% of B2B customers stopped
buying after a bad customer service experience and 52% of B2C customers did the same.
By doing everything in their power to help customers, your team will produce numbers
that help the company stay competitive while also boosting customer loyalty and repeat
business.

2. Boosts customer loyalty and recurring revenue

Existing customers spend an average of 31% more and are 50% more likely to try new
products compared to new customers. Higher customer loyalty is also an indicator of
customer satisfaction levels. Happy customers will continue to make repeat purchases (or
keep their subscriptions), ultimately boosting your bottom line.

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3. Improves efficiency and productivity
Evaluating your CSAT and other customer service KPIs will help you determine where
your agents can improve to make customers happier. Satisfied customers mean you’ll
spend less time fixing problems and more time getting work done.

4. Increases employee satisfaction

When your team is happy, they’re much more likely to provide great customer service
than when they’re frustrated. Learning and implementing what your agents need to be
more productive makes the entire process smoother for everyone involved. Removing
any barriers to your agents’ tasks creates a better flow of work and a clearer way for you
as a leader to identify what’s working and what’s not. This ultimately leads to a better
CSAT score when your agents can resolve issues quickly. It also boosts morale in your
team. Especially when 55% of customer service agents in a recent survey say that a
supportive work environment is the most important thing they need to do their job well.

5. Encourages brand advocacy

Customer satisfaction and loyalty are important for brand advocacy. Whether you want
them to or not, customers talk about their experiences with your company. But unhappy
customers tell 15 people on average about their bad experience. Extrapolate that by your
number of customers and that’s a lot of bad press.

6. Helps you stand out from the competition

In some cases, it can be extremely difficult for customers who are trying to get help to
find the right person or to get a hold of a human at all. This frustration for customers
creates a very poor experience and a decrease in customer satisfaction and loyalty. That’s
why positive CSAT scores are important to stay competitive.

7. Provides upselling and cross-selling opportunities

Think back to the last time you made a purchase and it was exactly what you needed.
Were satisfied with the customer service experience. It’s likely you did because that’s
what 60-70% of happy customers do. Positive customer satisfaction leads people to

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 return to your company for another purchase. This provides salespeople with more
opportunities to cross-sell complementary products or upgraded services to increase sales
revenue. The customer will be more likely to buy because they’re already happy with the
product and customer service.

8. Benefits other departments

Your agents are the front line for your current customers. They are the people who speak
to customers — happy or not — to identify their needs. You have the ability to take the
feedback you receive from these customers and share it with other departments.

WHAT DOES IT TAKE TO SATISFY CUSTOMER?

Organizations should not assume they know what the customer wants. Instead, it is important to
understand the voice of the customer, using tools such as customer surveys, focus groups, and
polling. Using these tools, organizations can gain detailed insights as to what their customers
want and better tailor their services or products to meet or exceed customer expectations.

8.
1. ISSUE 2. INVESTIGATE 3. CORRECTIVE 4. CUSTOMER 5. ROOT CAUSE 6. PREVENTIVE 7. CUSTOMER VERIFICATION 9. CUSTOMER
REPORTED ISSUE ACTION FOLLOW-UP ANALYSIS ACTION FOLLOW-UP OF SURVEY
EFFECTIVENESS

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FACTORS AFFECTING CUSTOMER SATISFACTION

1. Accessibility

Accessibility is the foundation upon which customer happiness is built. It encompasses not only
physical access but also ease of communication. Being available to your customers when and
where they need you, whether in person, online, or via mobile, is crucial. Ensuring your products
and services are easily accessible instils confidence in your customers and significantly enhances
their satisfaction.

2. Empathy

Customer empathy goes beyond resolving issues; it’s about walking in your customers’ shoes. It
involves actively listening to their concerns, understanding their emotions, and showing genuine
care. Businesses that cultivate empathy create strong, emotional bonds with customers, leading
to unwavering loyalty and satisfaction.

3. Response Time

In the age of instant gratification, response time can make or break a customer’s experience.
Customers expect swift answers to their queries and rapid resolutions to their problems. Timely
communication and issue resolution reflect your commitment to customer satisfaction, earning
their trust and loyalty.

4. Personalization

Personalization is about treating each customer as a unique individual. It involves customizing

interactions, product recommendations, and marketing efforts to align with individual
preferences and behaviours. Businesses that invest in personalization create a sense of
importance and relevance for their customers, fostering satisfaction and long-term loyalty.

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5. Convenience

Convenience is the holy grail of customer satisfaction. It encompasses everything from user-
friendly interfaces to streamlined processes and accessible customer support. Prioritizing
convenience ensures that customers can effortlessly navigate your offerings, leading to smoother
experiences and heightened satisfaction.

6. Value

Providing value isn’t just about offering competitive prices; it’s about exceeding customer
expectations at every touchpoint. Businesses that consistently deliver exceptional value make
customers feel they are getting more than they paid for, leading to delighted and satisfied
customers.

7. Simplicity

Simplicity is about making things easy to understand and use. Complex processes, confusing
interfaces, or convoluted product offerings can frustrate customers. Prioritizing simplicity
ensures that customers can interact with your brand effortlessly, leading to clarity and
satisfaction.

8. Quality

Quality is non-negotiable. Customers expect top-notch products and services, and anything less
can lead to dissatisfaction. Businesses that prioritize quality not only meet but consistently
exceed customer expectations, building trust and long-lasting satisfaction.

9. Reasonable Prices

Fair and competitive pricing is essential for customer satisfaction. Overpricing or hidden costs
can lead to dissatisfaction. Customers are happiest when they perceive they’re getting a fair deal,
and businesses that align their pricing with customer expectations create contented customers.

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10. Appreciation

Appreciation involves going the extra mile to show customers you value their business. Whether
it’s a personalized thank-you note, exclusive offers, or surprise gifts, acts of appreciation create
emotional connections. Customers who feel appreciated become fiercely loyal and satisfied
patrons of your brand.

CUSTOMER SATISFACTION IS KEY TO YOUR SUCCESS

Creating an environment where your customers and agents are happy 100% of the time is
impossible. But now that you understand the importance of customer satisfaction, you can tackle
setting and achieving goals for this essential customer service metric, while also making sure
your customers and agents feel appreciated and understood.

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RELIANCE JIO

LOGO

Reliance Jio Infocomm Limited, popularly known as Jio, is an Indian mobile network operator
that is owned by Reliance Industries and is headquartered in Mumbai, Maharashtra. It operates a
national Long-Term Evolution (LTE) network technology with coverage across all 22 telecom
circles. Jio does not offer 2G service or 3G service, and instead uses Voice over LTE (VoLTE)
to provide voice service on the company’s network. The launch of Reliance Jio has caused a
revolution in the Indian telecom industry on a level never seen before. Now, Jio claims to be the
world’s largest data network, based on mobile data consumption. Further, Jio also disrupted
other industries with the likes of Jio TV, Jio Phones with Jio Phone 3, Jio Fiber, etc.

HISTORY

Jio soft-launched on 27 December 2015 (the eve of what would have been the 83rd birthday of
Reliance Industries founder Dhirubhai Ambani), with a beta launch for partners and employees,
and became publicly available on 5 September 2016. As of 31st January 2019, it is the third-
largest mobile network operator in India and the ninth-largest mobile network operator in the
world with over 289.44 million subscribers.

The company was registered in Ahmedabad, Gujarat on 15 February 2007 as Reliance Jio
Infocomm Limited. In June 2010, Reliance Industries (RIL) bought a majority 95% stake in
Infotel Broadband Services Limited (IBSL) for Rs. 4,800 crores. Although unlisted, IBSL was

25
the only company present at that time that won broadband spectrum in all the 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 be operational all over the country by the end of 2015.
However, four months later in October, the company’s spokesmen stated that the launch was
postponed to the financial year 2016-2017. Later, in July, a PIL led in the Supreme Court by an
NGO called the Centre for Public Interest Litigation challenged the intention of the Government
of India behind granting of a pan-India license to Jio. The PIL also alleged that Jio was allowed
to provide voice telephony along with its 4G data service, by paying an additional fee of just Rs
165.8 crore (the US $23 million) which was arbitrary and unreasonable, and contributed to a loss
of Rs 2,284.2 crore (the US $320 million) to the Government.

The Department of Telecommunications (DoT) working under the Ministry of Communications,

Government of India, however, refuted all of the 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 by the court, and the accusations alleged against Jio were
dismissed.

BETA LAUNCH

The 4G services were launched internally to Jio’s partners, its staff, and their families on 27th
December 2015. Bollywood actor Shah Rukh Khan, who is also the brand ambassador of Jio,
kick-started the launch event which took place in Reliance Corporate Park in Navi Mumbai,
along with celebrities like A R Rahman, Ranbir Kapoor, and Javed Jaffrey, and filmmaker
Rajkumar Hirani. The closed event was witnessed by more than 35,000 RIL employees some of
whom were virtually connected from around 1000 locations including Dallas in the United
States.

COMMERCIAL LAUNCH

The company commercially launched its services on 5 September 2016. Within the first month,
Jio announced that it had successfully acquired 16 million subscribers. This is the fastest ramp-

26
up by any mobile network operator anywhere in the world. Jio crossed the first 50 million
subscriber mark in 83 days since its launch, subsequently crossing the first 100 million
subscribers on 22nd February 2017. By October 2017, it had about first 130 million subscribers.

“The idea of Jio was first seeded by my daughter, Isha, in 2011. She was a student at Yale (in the
US) and was home for holidays. She wanted to submit some coursework and she said, ‘Dad, the
internet in our house sucks ‘,” Mukesh Ambani recalled lately in the press. On 5 July 2018, a
fixed-line broadband service named Gigafiber was launched by Reliance Industries Limited’s
chairman Mukesh Ambani, during the company’s Annual General Meeting.

IMPACT OF JIO LAUNCH

Over a very short span of time, Reliance Jio became a phenomenon in India. Reliance’s shares,
having languished for several years, took off in early 2017 after it said Jio would emerge from its
trial period and begin charging for service. The shares have almost doubled since then. A price
war arose between telecommunication operators and as a result, people were able to access
services at very cheap rates.

People suddenly had access to unlimited free voice calls, 4G data, messaging, and related
services and Jio recharge at a very cheap price as compared to other competitors. Jio spread out
like a phenomenon in the nation, acquiring about 1000 customers per minute. Within 83 days of
its launch, it crossed the 50-million subscriber milestone, which had taken Airtel 12 years, and
Vodafone and Idea 13 years.

Market shares of other major players in the industry, such as Airtel, Vodafone, and Idea fell
abruptly. They were forced to re-think and reduce their tariffs. Cost of data cut down to less than
Rs. 15/GB from at least Rs. 250/GB. The state-run telecom operator, Bharat Sanchar Nigam
Limited (BSNL) also cut down their rates in an unprecedented move. They also started to use
their underutilized 7 lakh kilometers of fiber network and reduced internet usage charges.

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PRODUCTS AND SERVICES

MOBILE
BROADBAND

JIO FIBER

PRODUCTS
JIO BUSINESS
AND SERVICES

JIO AIR FIBER

JIO SPACE
FIBER

1. Mobile Broadband

Mobile broadband was the first service that was offered by the Jio Limited company to its
customers. Jio Limited company offers Mobile broadband services and provides a fourth-
generation (4G) network with both data and calling services. Along with these basic 4G data and
calling services, the company also offered various peripheral services like online music and
video streaming, live TV, instant messaging, and many others.

2. Jio Fiber

Jio Limited company started to test a new triple-play fiber to the home service, which was
popularly called Jio Giga Fiber (tentatively named at that time), in August 2018. This Jio Giga
Fiber service, which is currently known as JioFiber popularly, offered high-speed broadband
internet services with internet speeds ranging from 100 to 1000 Mbit/s, as well as telephone
landline and television services. The company also announced multiple plans in which they were

28
offering their JioFiber customers an option to stream the latest movies and films which are still in
theatre ("First Day First Show").

3. Jio Business

Even before the official launch of Jio Limited company in the Indian market, it was always clear
that Jio would always launch a network and connectivity-related solutions on which the company
would expand its business. Following its plan to expand the company's business in the Indian
network and telecommunications (connectivity) market, Jio Limited launched multiple
connectivity solutions for its customers.

4. Jio Air Fiber

In August 2023, in the Reliance AGM, the chairman of Reliance has announced that the Jio Air
Fiber 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 Jio Air Fiber devices from 1st October 2023.

5. Jio Space Fiber

On 27 October 2023, Jio has launched its satellite-based Giga Fiber internet service in India.

SWOT ANALYSIS

STRENGTHS OF JIO

STRENGTH

UNIQUE
CUSTOMER HIGH NETWORK INNOVATIVE
GREAT DEALS MARKETING
BASE COVERAGE TECHNOLOGY
STRATEGY
29
1. Great Deals

Jio always tries to deal with their customer in greater way. They offer different plans
according to the needs of customers such as 1.5 GB /28 days – ₹239, 1.5 GB/84 days -
₹666 and others, also they have much cheaper data add on plans. Whereas other telecom
operators have expensive plans than compared to Jio network services.

2. Unique Marketing Strategy

Every company tries to attract more and more customers. This is done with the help of
marketing. Jio invests highly in marketing which helps in making their advertisements
unique from others. Jio entered the market with extremely competitive and disruptive
pricing. They offered free trials and significantly lowered the cost of data and voice
services. This strategy aimed to quickly capture market share and attract a large customer
base.

3. Customer Base

Jio has strong customer base in India. They have the largest share of the market.
According to the latest data published by TRAI on 31st October 2023, Jio had 462.34
million users worldwide. It was significant increase in the number of subscribers of Jio in
comparison with the previous years.

4. High Network Coverage

The network coverage of Jio network is very strong. According to the report of TRAI, Jio
has upload speed of 7.3 mbps in march 2022, the download speed of Jio is 5.2 mbps.

5. Innovative Technology

Jio right now utilizes the most recent 4G LTE innovation which is one of the world’s best
advances for what’s to come. This is upheld by Voice over LTE which makes it versatile and
steady of 5G and 6 G advancements which are relied upon to be the future in remote
correspondence.

30
WEAKNESSES OF JIO-

WEAKNESS

DATA
ACTIVATION HIGH RELIANCE PRICING TOO MANY
LATE ENTRY CONNECTION
ISSUES ON DATA CONTROVERCIES FREEBIES
POOR

1. Late Entry
Reliance Jio has made a late introduction to the market which previously had set up
players like Airtel and Vodafone who had involved a spot in the personalities of the
client.

2. Activation Issues
Reliance Jio confronted various incubation issues attributable to not having the option to
contain the colossal volumes of clients it had acquired. Such were delays in SIM Card
actuation during the period that followed its dispatch.

3. Highly relayed on Data

Reliance Jio is profoundly subject to information charges since call charges are
free. Their revenue is completely based on the data charges.

4. Pricing Controversies
Reliance Jio was criticized for having lowered its prices beyond what was ethical to
penetrate into the market and this stirred allegations like corruption and money
laundering against them.

31
 5. Too many freebies

Reliance Jio currently offers many services for free and this was one reason for share
increase in sales. However, the company may not be able to afford all of them in the long
run which may affect the business negatively.

6. Data connection poor

The data connection is many times poor from Reliance Jio and the range is less causing
slower loading speeds in selected regions.

OPPORTUNITIES OF JIO

FUTURE DRIVEN
TECHNOLOGY

APPS

COMPETITIVE PRICING
STRATERGY

OPPORTUNITIES

EXPANSION

LARGE SCALE AVAILABILITY

OF SMARTPHONES

INCREASING RATE OF DATA

CONSUMPTION

1. Future Driven Technology

Reliance Jio utilizes VoLTE 4G organization which is versatile to oblige 5G and 6G
advancements. This offers various roads to Jio or future extension of transmission
capacity.

32
 2. Apps
Reliance Jio has VoLTE which has a lot of scope in terms of bandwidth. Thus, they can
offer apps to customers which are chargeable or even free initially and pay peruse later.
Examples- My Jio, Jio cinema, Jio TV, Jio pharmacy, Jio news, Jio saavan, Jio mart etc.

3. Competitive Pricing Strategies

Reliance Jio values being a minimal expense Internet specialist co-op and versatile
administrator. This can be used as positioning to target more markets and grow their
market share since most of their competitors cannot afford their prices.

4. Expansion
Currently Reliance Jio is functional just in India. There is, nonetheless, a ton of degree
for development to unfamiliar nations essentially in the adjoining areas. Jio strategically
formed partnerships and made acquisitions to strengthen its position in the market.
Example- The acquisition of stakes in various content and technology companies helped
enhance their digital content offerings.

5. Large scale availability of smart phones

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

6. Increasing rate of data consumption

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

THREATS OF JIO

RISK OF LOSS OF
CUSTOMERS
33

NEGATIVE IMAGE
1. Risk of Loss of Customers
Customers leans toward Jio fundamentally in light of the low costs that they offer. At a
phase when the organization expands its value, there might be a deficiency of clients. Jio
offers some basic plans for people that everyone can afford who has a minimal income
also. This also reduces their risk of retain customers.

2. Removal of Free Services

Jio was associated with a lot of freebies. Once these were eliminated there was a drop-in
deal for the organization. They lost their customer base.

3. The Loyal Customer Base of Existing Players

The current contenders have a solid presence on the lookout. A late contestant like Jio
will have a test in persuading faithful clients of different administrators since individuals
are inclined toward more steady and dependable administrators.

4. Poor Code of Ethics

Many of the strategies adopted by Reliance Jio such as the low pricing, free bandwidth
and market penetration strategies have been showcased as unethical and this may affect
the goodwill of the business in the long run.

5. Highly competitive market

Existing competitors have a strong presence, and a loyal customer base, which would be
difficult to address so, the market has become highly competitive.

6. Changing Government Policy

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

34
CHAPTER-2

35
RESEARCH METHODOLOGY

36
 RESEARCH

Research is defined as the way of generation of new concepts, methodologies and understandings
by using existing knowledge. Research is needed in every field and in every work. This project
describes the methodology adopted for conducting the study on “Customer Satisfaction of Jio
Network”.

RESEARCH METHODOLOGY

Research methodology is the methods used for conducting the research. It covers many things
like sampling plan, research instruments, selection of population, sampling technique, data
collection method, instruments used for data collection and data interpretation techniques etc.

OBJECTIVES OF STUDY

1. To Study Customer Preference and Customer Satisfaction towards Jio Network.

2. To Explore how Pricing Strategies, affect Customer behavior.

3. To Identify the Key factors influencing Customers to retain with Jio.

SCOPE OF STUDY

1. Understanding Customer Needs and Preferences - Analyzing what customers want and
expect from products, services, and experiences.

2. Assessing Service Quality - Evaluating the quality of service provided by a company and its
impact on customer satisfaction levels.

3. Measuring and Improving Satisfaction - Utilizing surveys, feedback mechanisms, and data
analysis to measure satisfaction levels, identify improvement areas, and enhance overall
customer satisfaction.

37
DATA COLLECTION METHOD

Primary Data - I have used the questionnaire as the method for collecting primary data.

Secondary Data - I have also used various sources such as newspapers, magazines, books and
various websites.

STATISTICAL TOOLS USED

In this research, two statistical tools are used. These tools are:

Percentage, Pie Chart and Bar graph

SELECTION OF SAMPLE

Sampling Unit

Population- Tricity

Sample Size- 100 respondents of Tricity

Data- Primary Data through Questionnaire

Sampling Techniques- Convenient Sampling

SAMPLING TECHNIQUE

Sampling technique used in this research is convenience sampling. In technique the researcher
seeks his or her convenience to reach ultimate target group.

38
 CHAPTER-3

DATA ANALYSIS AND INTERPRETATION

39
DEMOGRAPHIC PROFILE

AGE

 21-25
 25-30
 30-40
 40-ABOVE

AGE PERCENTAGE
21-25 38%
25-30 24%
30-40 23%
40-ABOVE 15%

40%

35%

30%

25%

20%

15%

10%

5%

0%
21-25 25-30 35-40 40-ABOVE

AGE

INTERPREATATION

There were 100 respondents out of which 38% were of 21-25 years of age, 24% were of 25-30
years of age, 23% were of 30-40 years of age and 15% were of 40- above years of age. This
concludes that maximum no. of respondents was from the age group of 21-25 years.

40
GENDER

 MALE
 FEMALE
 PREFER NOT TO SAY

GENDER PERCENTAGE

MALE 51%

FEMALE 49%

PREFER NOT TO SAY -

GENDER
60%

50%

40%

30%

20%

10%

0%
MALE FEMALE PREFER NOT TO SAY

GENDER

INTERPRETATION

Out of 100 respondents, 51% were males and 49% were females. Most of the respondents are
from male category who prefer to use Jio network services.

41
OCCUPATION

 STUDENT
 EMPLOYED
 SELF- EMPLOYED
 OTHERS

OCCUPATION PERCENTAGE

STUDENT 33%

EMPLOYEE 28%

SELF EMPLOYED 18%

OTHERS 21%

OCCUPATION
35%

30%

25%

20%

15%

10%

5%

0%
STUDENTS EMPLOYEE SELF EMPLOYED OTHERS

OCCUPATION

INTERPRETATION

This data was collected from 100 respondents, in which 33 were students, 28 were employees, 18
were self-employed and 21 were from another category. Thus, maximum respondents were
students who participated in the survey.

42
MARITAL STATUS

 MARRIED
 UNMARRIED

MARITAL STATUS PERCENATGE

MARRIED 45%

UNMARRIED 55%

MARITAL STATUS
60%

50%

40%

30%

20%

10%

0%
MARRIED UNMARRIED

MARITAL STATUS

INTERPRETATION

45% people who participated in the survey were married and the rest were unmarried.

43
 QUES- 1 DO YOU USE JIO NETWORK?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

YES 66 66%

NO 34 34%

TOTAL 100 100%

INTERPRETATION

66% of the respondents in the survey are the users of Jio network and the rest of the respondents
34% are the users of other network providers. This concludes that the maximum of respondents
who were surveyed use Jio network.

44
 QUES- 2 WHICH OF THE FOLLOWING SERVICES DO YOU USE?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

PRE-PAID 71 71%

POST PAID 29 29%

TOTAL 100 100%

INTERPRETATION

Jio offers two types of services i.e. prepaid and postpaid. Out of 100 respondents 71% of
respondents under survey use prepaid services and 29% use postpaid. According to the survey
maximum no. of respondents use prepaid services.

45
 QUES-3 WHAT IS YOUR AVERAGE MONTHLY EXPENDITURE ON MOBILE
RECHARGE?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

200-300 43 43%

300-400 23 23%

400-500 19 19%

500-ABOVE 15 15%

TOTAL 100 100%

INTERPRETATION

Out of 100 respondents 43% spend 200-300 rupees, 23% spend 300-400 rupees, 19% people
spend 400-500 rupees and the rest of the respondents spend 500- above. Consequently, majority
of respondents spend 200-300 monthly on mobile recharge.

46
 QUES-4 ACCORDING TO YOU WHO IS THE BIGGEST COMPETITOR OF JIO
NETWORK?

PARTICULARS NO. OF RESPOMDENTS PERCENTAGE

VI 18 18%

BSNL 17 17%

AIRTEL 59 59%

OTHERS 6 6%

TOTAL 100 100%

INTERPRETATION

According the respondents under survey 59% of respondents think that Airtel is the biggest
competitor of Jio, 18% of respondents believe that VI is the biggest competitor of Jio,17% of

47
respondents responded as BSNL is the biggest competitor of Jio and rest people voted for other
network providers.

QUES-5 FROM WHERE DID YOU HEARD ABOUT JIO?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

TV 19 19%

FRIENDS & FAMILY 55 55%

NEWSPAPER 13 13%

OTHERS 13 13%

TOTAL 100 100%

INTERPRETATION

48
 55% of respondents heard about Jio from their friends and family, 19% got to know about
Jio from television, 13% from newspaper and the rest heard about Jio from other sources.
So, most of the respondents heard about Jio from their friends and family.

QUES-6 IF JIO PLANS RISE, WOULD YOU STILL PREFER JIO NETWORK
SERVICES?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

YES 53 53%

NO 47 47%

TOTAL 100 100%

INTERPRETATION

49
53% of respondents were in favor and rest 47% of respondents were not in favor of rise in prices.
Thus, this tells us that maximum people are the loyal customers of Jio network.

QUES-7 HOW LONG HAVE YOU BEEN USING JIO SERVICES?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

LESS THAN 1YEAR 17 17%

1-2 YEARS 20 20%

2-3 YEARS 25 25%

3-ABOVE 26 26%

NA 12 12%

TOTAL 100 100%

50
INTEPRETATION

26% of respondents under survey are the users of Jio network services past 3 and more years,
25% are using Jio from past 2-3 years, 20% use Jio from 1-2 years, 17% have subscribed to Jio
in less than 1 year and others do not use Jio services.

QUES-8 HOW WOULD YOU RATE JIO’S NETWORK QUALITY IN YOUR AREA?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

EXCELLENT 25 25%

GOOD 33 33%

AVERAGE 30 30%

POOR 11 11%

VERY POOR 5 5%

TOTAL 100 100%

51
INTERPRETATION

As the above data shows that there were 33% of respondents who believe that quality network is
good, 30% of respondents think the quality is average, 25% believe the quality is excellent, 11%
of respondents think the quality was poor and remaining 1% think the quality is very poor.

QUES-9 HOW WOULD YOU RATE JIO’S INTERNET SPEED?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

EXCELLENT 19 19%
GOOD 43 43%
AVERAGE 27 27%
POOR 9 9%
VERY POOR 2 2%
TOTAL 100 100%

52
INTEPRETATION

As the above data shows that there were 43% of respondents who believe that quality network is
good, 27% of respondents think the quality was average, 19% believe the quality is excellent, 9%
of respondents think the quality is poor and remaining 2% think the quality is very poor.

QUES-10 DO YOU FEEL JIO IS AFFPORDABLE?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

YES 78 78%

NO 22 22%

TOTAL 100 100%

53
INTERPRETATION

Out of 100 respondents 78% of respondents under survey believe that Jio services are affordable
and rest of them believe that Jio is not affordable. Nearly all of the respondents feel Jio network
services are affordable.

QUES-11 ARE YOU SATISFIED WITH THE CUSTOMER CARE SERVICES?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

YES 72 72%

NO 28 28%

TOTAL 100 100%

54
INTERPRATATION

72% of the respondents under survey are satisfied with the Jio’s customer care services and 28%
are not satisfied. Most of the respondents are satisfied with the customer care services of Jio.

QUES-12 DO YOU FEEL PRICING OF JIO SERVICES IS REASONABLE AS

COMPARED TO OTHER NETWORK PROVIDERS?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

YES 71 71%

NO 29 29%

TOTAL 100 100%

55
INTERPRETATION

71% of respondents are in favor of Jio and rest depict being unfavorable. Majority of the
respondents feel pricing of Jio services are reasonable as compared to other network providers.

QUES-13 WHY DO YOU RELY ON RELIANCE JIO?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

BRAND IMAGE 13 13%

INTERNET SPEED 25 25%

CHEAP MONTHLY PLANS 20 20%

ALL OF THE ABOVE 28 28%

NA 14 14%

TOTAL 100 100%

56
INTERPRETATION

13% respondents rely on Jio network because of its brand image, 25% rely because of high
internet speed, 20% use Jio because of its cheap monthly plans, 28% use because of all of the
above characters of Jio and rest14% are not the users of Jio services. In conclusion the maximum
no. of respondents believe that all characters mentioned above are the reason for using Jio
network services.

QUES-14 WHAT SHOULD BE IMPROVED IN RELIANCE JIO NETWORK

SERVICES?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

IMPROVE NETWORK 34 34%
COVERAGE
REMOVE CALLING 28 28%
CONGESTION
INTERNET SPEED 29 29%
OTHERS 9 9%
TOTAL 100 100%

57
INTERPRETATION

34% respondents suggested to improve network coverage, 28% voted for removing calling
congestion, 29% believed that the internet speed should be improved and 9% believe that there
are some others issues which need to be improved.

QUES-15 ARE YOU SATISFIED WITH THE PRICING OF JIO SERVICES?

PARTRICULARS NO. OF RESPONDENTS PERCENTAGE

YES 65 65%

NO 35 35%

TOTAL 100 100%

INTERPRETATION

58
Out of the 100 respondents , 65% of respondents under the survey were satisfied with the pricing
of Jio and 35% are unsatisfied. Most of the respondents are satisfied with the pricing of Jio
network services.

QUES-16 WHAT FEATURES OF JIO CONVINCED YOU TO USE THIS NETWORK?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

GOODWILL 20 20%
ADVERTISMENT 24 24%
PRICE 28 28%
SCHEMES 24 24%
NA 4 4%
TOTAL 100 100%

59
INTERPRETATION

28% of respondents use Jio network because of pricing strategy, 24% of respondents were
convinced to use Jio due to their schemes, 24% use Jio by seeing the advertisement at different
platforms, 20% are convinced to use Jio network because of their goodwill and others are not the
users of Jio.

QUES-17 DO YOU SUGGEST JIO NETWORK SERVICES TO OTHER?

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

YES 79 79%

NO 21 21%

TOTAL 100 100%

60
INTERPRETATION

When respondents are satisfied by something, they are likely to recommend it to others. Our
research shows that 79% of respondents under survey are likely to suggest others the Jio network
and 21% are not likely to suggest it to others.

61
 CHAPTER-4

FINDINGS AND SUGGESTIONS

62
FINDINGS

The survey conducted above has concluded us to some findings which are presented as follows-

1. Most of respondents lies in the age group of 21-25years (38%).

2. The majority of the respondents were from the male category (51%).

3. Maximum of the respondents were students under the survey (33%).

4. Most of the respondents were unmarried (55%).

5. 66% were of the respondents are the users of Jio network.

6. 71% of the respondents are using prepaid services.

7. Most of the respondents spend 200-300 rupees on their mobile recharge monthly (43%).

8. Majority of the respondents believe that Airtel is the biggest competitor of Jio (59%).

9. Maximum of the respondents under survey heard about Jio from their friends and family
(55%).

10. 53% of respondents would still prefer Jio network even if the price rises.

11. Majority of respondents have been using Jio network from past 3- above years (26%).

12. 33% of the respondents rated Jio’s network quality as good.

13. 43% of the respondents rated internet speed of Jio is good.

14. Nearly all of the respondents feel that Jio network services are affordable (78%).

15. 72% of respondents are satisfied with customer care services of Jio.

16. 71% of respondents feel pricing of Jio services are reasonable as compared to other network
services.

17. 87% of respondents rely on Jio because of brand image, internet speed and cheap monthly
plans.

63
18. 34% of respondents suggested that Jio should improve its network coverage.

19. Most of the respondents are satisfied with the pricing of Jio (65%).

20. Maximum number of respondents are convinced to use Jio network because of its pricing
strategies (28%).

21. Majority of respondents are likely to suggest Jio services to others (79%).

SUGGESTIONS

From the Above research we have find out that there are many areas on which Jio needs to focus
which will help it to increase customer satisfaction. Jio can improve its customer satisfaction in
various ways-

1. They need to improve their pricing accordingly so, that it becomes affordable to everyone.

2. They should focus on customer care services also, should maintain after sales services.

3. They should concentrate on marketing strategies and try to gain more and more customers to
increase its market share, at present which is occupied by its competitors.

4. They need to pay attention towards the network coverage and network quality which came up
as a major issue of customers.

5. They need to enhance their internet speed as it is a major need of the present world. People
may shift to other brands if not satisfied.

CONCLUSION

The launch of Reliance Jio has caused a significant difference in the Telecom industry. At
present. Jio claims to be the world’s largest data network, based on mobile data consumption.
Thus, research was conducted to study the telecom industry and customer satisfaction towards
Reliance Jio company which aimed to satisfy its customers in various aspects such as service
quality, price, call center, responsiveness and various plans offered by them etc. and some
suggestions are given based on the findings of the study, which can be useful for the Reliance Jio
for its development.

64
The main objective of this study was to investigate the customer satisfaction of Jio network and
also it aims to study how the pricing strategies effect customer behavior and factors that
influence customers to retain with Jio. The data collection method used in this research is
primary data collection. The actual data gathered is tied to our theoretical framework. The
analysis set the ground work for our conclusions, which are based on response of our 100
respondents and on their subjective perspectives. Jio already enjoys a large customer base and
customer loyalty, also they are above of all the competitors. Maximum number people are
satisfied with the Jio network but there is a scope of improving. According to the customer
perception, company need to improve their pricing, marketing strategy, internet speed, network
coverage and quality.

Reliance Jio is capturing the wide area of Indian markets which is increasing day by day.
According to the study, Reliance Jio has a bright future. It can be said that in near future, the
company will be booming in the Telecom industry.

65
 CHAPTER – 5

BIBLIOGRAPHY

66
BIBLIOGRAPHY

WEBSITES REFFERED

1. https://en.wikipedia.org/wiki/Jio

2. https://www.britannica.com/search?query=reliance+jio

3. https://www.analyticssteps.com/blogs/reliance-jio-and-jiomart-marketing-strategy-
swotanalysis-and-working-ecosystem

4. https://www.jio.com/en-in/about

5. http://www.customersatisfaction.com

6. http://articles.economictimes.indiatimes.com/2014-02-17/news/47412248_1_telecom-venture-
reliance-Jio Infocomm-Akash-Ambani

7. http://economictimes.indiatimes.com/industry/telecom/reliance-jio-infocomm-launches-4g-services-
foremployees/articleshow/50344999.cms

8. http://articles.economictimes.indiatimes.com/2010-06-12/news/27612484_1_division-of-reliance-
empirewave-of-value-creation-world-class-consumer-experiences

9. http://www.thehindu.com/business/Industry/reliance-jio-employees-to-get-freebies-discount-on-
4gservice/article8029393.ece

ARTICLES REFFERED

1. Sornapriya. R and Sathya’s, (2017) “Customer Satisfaction towards Reliance Jio Network”,
Asian Journal of Managerial Science.

2. D Satyanarayana, Dr K Samba Siva Rao and Dr S Krishnamurthy Naidu, (2017)” The impact
of Reliance Jio on Indian mobile industry. A case study on mergers and acquisitions of idea –
Vodafone and Airtel – Telenor”, International Journal of Applied Research.

3. Naidu brahmani, Vamsi’s, (2017) ‘customer satisfaction towards reliance jio: an empirical
study”, Proceedings of IISTEM International Conference, 15th October, 2017

67
4. Sorna Priya’s and Sathya’s (2017) “Customer Satisfaction towards Reliance Jio Network”

5. Mahalaxmi KR, Suresh Kumar N, (2017), “Changing the Indian telecom sector: Reliance Jio”

6. Aman Banchhor, Akash dash and Vijay Amkare (2015)

[www.slidehshare.net/vijayamkare/reliance-jio-66729627?next-
slideshow=/]

7. Ranjan Drmlani (2015-2017), “Customer satisfaction towards reliance

Jio project”.

8. Sean Rodrigues (2015), “A study to understand the market potential of

Reliance Jio 4G services in Dahisar East Area of Mumbai”.

TEXT BOOKS REFERRED

1. Phillip Kotler, 12th edition, Marketing Management published by Prentice Hall.

2. Asdas & Barossa, Banking sector Reforms.

3. Sugan C Jain, Mobile-Banking.

4. Vasudevan V, Theory of Banking.

5. Dr Meena Mathur, A study of trends &issues in implementation of Mobile-Banking.

6. Kothari, c.r, (2004): “research methodology and techniques” new age international publishers,
new Delhi, 2 editions.

7. principles of marketing- Philip Kotler and Kevin Keller, edition 12 market research – dd
Sharma.

8. book and magazine on mobile communication- Kamil sh. Zigangirov.

68
 CHAPTER-6

ANNEXURE (QUESTIONNAIRE)

69
 ANNEXURE

QUES 1 Age

 21-25
 25-30
 30-40
 40-above

QUES 2 Gender
 Male
 Female
 Prefer not to say

QUES 3 Occupation

 Student
 Employee
 Self employed
 Others

QUES 4 Marital Status

 Married
 Unmarried

QUES 5 Do you use Jio Network?

 Yes
 No

70
QUES 6 Which of the following services do you use?
 Prepaid
 Postpaid

QUES 7 What is your Monthly Expenditure on Mobile Recharge?

 200-300
 300-400
 400-500
 500- Above

QUES 8 According to you Who is the Biggest Competitor of Jio?

 VI
 BSNL
 Airtel
 Others

QUES 9 From Where did you Heard about Jio?

 TV
 Friends and Family
 Newspaper
 Others

QUES 10 If Jio plans price rise, would you still prefer jio?
 Yes
 No

QUES 11 How long have you been using Jio?

 Less than 1 Year
 1-2 Years

71
  2-3 Years
 3-Above
 NA

QUES 12 How would you rate jio’s Network Quality in your area?
 Excellent
 Good
 Average
 Poor
 Very Poor

QUES 13 How would you rate jio’s Internet Speed?

 Excellent
 Good
 Average
 Poor
 Very Poor

QUES 14 Do you feel jio is Affordable?

 Yes
 No

QUES 15 Are you Satisfied with the Customer Care Services?

 Yes
 No

QUES 16 Do you feel Pricing of Jio services is Reasonable as compared to another network
providers?
 Yes
 No

72
QUES 17 Why do you Rely on Reliance Jio?
 Brand Image
 Internet Speed
 Cheap Monthly Plan
 All of the above
 NA

QUES 18 What should be Improved in Jio Network Services?

 Improve Network Coverage
 Remove Calling Congestion
 Internet Speed
 Others

QUES 19 Are you Satisfied with the Pricing of Jio Services?

 Yes
 No

QUES 20 What features of Jio convinced you to use this network?

 Goodwill
 Advertisement
 Price
 Schemes
 NA

QUES 21 Do you suggest Jio network services to others?

 Yes
 No

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