INTRODUCTION

1.1 Introduction

Reliance Jio, a subsidiary of Reliance Industries headquartered in Mumbai,

is a leading LTE mobile network operator in India. With its 4G LTE
wireless service network, it stands out as the only carrier in the region that
offers 100% VoLTE (Voice over LTE) services. The company's coverage
circle spans across 22 regions and has been acquiring spectrum since 2010.
With over 4,444 mobile subscribers, Reliance Jio has surpassed the
remarkable milestone of serving over 1 billion customers.

The concept of customer satisfaction has been a subject of extensive debate

as organizations strive to gauge and improve it. Customer satisfaction is a
deeply personal evaluation that is heavily influenced by customer
expectations. It is shaped by customers' experiences and the outcomes they
personally derive from their interactions with the organization. In the
private sector, a satisfied customer is often defined as someone who gains
significant added value from their association with the company, a
definition that also holds true for public services. A customer's satisfaction
can stem from various aspects, such as a product or service, overall
experience, purchase decision, seller, store, service provider, or specific
features. Therefore, it is crucial for businesses to prioritize the holistic
customer experience when engaging with their organization or service and
conduct a comprehensive evaluation of that experience.

[1]
1.2 Statement of the problem

The problem statement regarding consumer behaviour towards Jio

Reliance could be framed as follows:

"To investigate and analyse the factors influencing consumer behaviour

towards Jio Reliance, including their perceptions, preferences, and
attitudes. This study aims to identify key drivers and barriers impacting
consumer choices, satisfaction levels, and loyalty within the telecom
industry. By understanding these dynamics, recommendations can be
formulated to enhance Jio Reliance's market position and improve
customer satisfaction."

1.3 Scope of study

Studying consumer behaviour towards Reliance Jio involves exploring

factors influencing customer choices, satisfaction, and loyalty. Areas to
consider may include pricing strategies, service quality, marketing
communication, and the impact of technological advancements on
consumer preferences. Analysing these aspects can provide insights for
businesses to enhance their strategies and better meet customer needs in
the competitive telecom market.

[2]
1.4 Objectives of study

1: - To study the total awareness of Reliance Jio in the market compared to

other telecom service providers.

2: - To study customer satisfaction level of Reliance Jio products and

services.

1.5 Research methodology

1.5.1 Research design.

Research design of the project is descriptive in nature.

The sample size for the project was of 50 surveys

Locality of the study: Thrissur.

1.5.2 Sampling technique

Convenient sampling is used to do sampling as all the customers in the

sites are surveyed

1.5.3 Source of data

Primary data: - It is data was collected directly from the customers

through a questionnaire. The questionnaire was a combination of 25
questions.

Secondary data: - It source was from the websites and my colleagues

1.5.4 Sample size

The sample size for the project was of 50 surveys

Locality of the study: Thrissur.

[3]
1.5.5 Tools for data analysis

•Percentage analysis

•Tables

•Charts

1.6 Limitation of study

 Participants may provide socially desirable responses or responses

influenced by the timing of the survey. Honest opinions may be
influenced by external factors, such as recent news or events
related to Reliance Jio.
 Rapid changes in technology and market dynamics could affect the
relevance of the study over time. Consumer behaviour may evolve,
and new competitors or services may emerge.
 If the study is conducted in a specific region or country, the
findings may not be representative of the diverse consumer
behaviours in other locations.

1.7 Scheme of the study

CHAPTER 1 INTRODUCTION: It contains the introduction of the study

CHAPTER 2 REVIEW OF LITERATURE: It contains the literature

review

CHAPTER 3 OVERVIEW: It contains the overview on the study

CHAPTER 4 ANALYSIS AND INTERPRETATION: It contains the data

analysis and interpretation

CHAPTER 5 FINDINGS AND CONCLUSION: It contains the findings

and conclusion of the study.

[4]
 REVIEW OF LITERATURE

2.1 INTRODUCTION

In the chapter, the researcher has made an attempt to study and

understand the complex concepts of consumer perception. This attempt
includes, understanding the basic concepts of customer experience,
analysing research studies made by earlier researches in respect of
consumer perception in telecommunication industry. For this, the
researcher has used various books, research Journals and websites. The
detailed list is further elaborated in the Bibliography. Through this
literature Survey researcher want to find out which are important
parameters of customer experiences in respect of Reliance jio

2.2 LIST OF REVIEWS

Muthaliff, K Karpagam, G Aarthi-Journal of management,20201-

After the globalisation of India economy in the year 1991, the

telecommunication industry remained one of the most booming sectors
among other major industries in India. In recent years dramatic and rapid
changes are seen in the field of telecommunications.

V Rudramurthy, M Sendhil kumar,2019 2-

It measures how your company’s goods and services satisfy or go beyond

customer expectations, customer satisfaction is defined as the number of
customers or the reported experience of a company product of service, as
a percentage of total customers.

1
Muthaliff, K Karpagam, G Aarthi-Journal of management,2020
2
V Rudramurthy, M Sendhil kumar,,Reliance jio Infocom limited,2019

[5]
P Nagesh, G Nijaguna 20193-

This project work was done at Reliance jio Infocom limited,

Doddaballapura. Reliance jio Infocom limited provides broadband services
to their customers. Reliance jio Infocom limited was formerly known as
Infotel..., Broadband services

SK Mohapatrav, US Mishra Revista ESPACIOUS 2019 4 -

The basic purpose of this paper was to examine the casuality between 4G
cellular service customers life style profiles and their perception on product
innovation. The study was based on field survey in Odisha state of India
and explorary in nature.

C Mali, P Shrimali 20185-

Now a days the India telecom sector is one of the huge and driving
businesses on the planet interfacing distinctive parts of the nation through
different modes of communication. Now the connecting services like
satellite and web are in lead role.

AA Deoskar 20196-

The shodhganga @ INFLINBET centre provides a platform for research

students to deposit their Ph.D. These make it avail to the entire scholarly
community in open access.

3
P Nagesh, G Nijaguna Reliance jio Infocom limited 2019
4
SK Mohapatrav, US Mishra Revista ESPACIOUS 2019
5
C Mali, P Shrimali, Journal of management 2018
6
AA Deoskar Journal of management 2019

[6]
JT Gowda on 20187-

Reliance communications have been indulged in doing a tremendous job

for years now as they have focused their customers to be loyal and satisfied
by their postpaid services. It is the offer they provide to their customers
have bought their image to succeed and satisfy.

SD Menon 20148-

consumer perception is defined as the way consumer usually view or feed

about certain services and products. It is also related Introduction to
customer satisfaction which is the expectation of the customer towards the
products or services. Data analysis and interpretation ……Most of the
literatures reviewed were not specific to metro area Mumbai……

M Ibrahim 20149-

The aim of this paper is to investigate the impact of factors like consumers
perception, advanced telecom services ease of use, low cost and quality
towards use of telecom services in Pakistan, with the specific objectives to
develop the technology

7
JT Gowda on Journal of management 2018
8
SD Menon Journal of management 2014
9
M Ibrahim Journal of management 2014

[7]
Ss Sudeesh 201510

customer satisfaction is the degree of satisfaction provide by the goods or

services of a company as measured by the number of repeat customers. The
main objective of the study is to compare the services rendered by Airtel
and Vodafone.

M AL-Zadjall, HAI-Jabri ,201511-

Mobile banking is a technology trend that is leveraged to become very

important channel for banks to complete and deliver their services to
customers. Knowing how to enhance this service is going to return
positively on the earnings of the bank.

Kalyani (2016), 12

In this review paper, composed facts and data are very vibrant that market
is achieved by `Reliance jio effect`…...Indian mobile industry is one of the
fastest growing industries in the world. Currently India is the world`s
second largest telecommunication market and still growing. The mobile
economy of India is growing rapidly and will contribute significantly to
India`s gross domestic product

10
Ss Sudeesh Journal of management 2015
11
M AL-Zadjall, HAI-Jabri Reliance jio effect,2015
12
Kalyani, Reliance jio effect (2016),

[8]
S Nair 201713-

sentiment analysis provides insights from social data beyond social KPLs.
It is evolving as one of the useful research methods in marketing and
involves the processes of natural language and text to understand electronic
world of mouth (ENON).

S Laddha, A. Trivedi-Asia Pacific Journal of Research in business 201714-

As per the published news in information Reliance Jio I`d in increasing its
demand and having a target of 1 million subscribers in the saturated market
telecom in India. Various marketing strategies adopted by Reliance to
achieve the said target including free services

P Nagesh, G Nijaguna 201915-

This project work was done at Reliance jio Infocom limited,

Doddaballapura. Reliance jio Infocom limited provides broadband services
to their customers. Reliance jio Infocom limited was formerly known as
Infotel..., Broadband services

2.3 CONCLUSION

A literature review may constitute an essential chapter of a thesis or

dissertation, or may be a self-contained review of writings on a subject. In
either case, its purpose is to place each work in the context of its
contribution to the understanding of the subject under review. Describe the
relationship of each work to the others under consideration. Identify new
ways to interpret, and shed light on any gaps in, previous research. Resolve
conflicts amongst seemingly contradictory previous studies. Point the way
forward for further research.

13
S Nair Reliance jio effect 2017,
14
S Laddha, A. Trivedi-Asia Pacific Journal of Research in business 2017
15
P Nagesh, G Nijaguna, Reliance jio Infocom limited 2019

[9]
 OVERVIEW

3.1 Telecommunication industry

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.Reliance JIO continued to
be the leader in the broadband category this month too, accounting for
56.07% share of the pie. Total mobile subscribers at the end of November
2019 were 1.17 billion, 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 providers.

With the presence of a number of mobile telephony services providers

including market leaders like Airtel, Reliance, Idea Cellular, BSNL etc.
who are providing either of the two network technologies such as Global
System for Mobile Communications (GSM) and Code Division Multiple

[10]
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 one’s mobile phone. It automatically solves the problem of
eavesdropping on one’s calls.

Before analysing 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, and (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.

[11]
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 signalling, 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.

National Telecom Policy 1994 (NTP 1994): -

The National Telecom Policy was announced in 1994 which aimed at

improving India's competitiveness in the global market and provide a
base for a rapid growth in exports. This policy eventually facilitated the
emergence of Internet services in India on the back of established basic
telephony communication network. This policy also paved way for the
entry of the private sector in telephone services.

The main objectives of the policy were:

• To ensure telecommunication is within the reach of all, that is, to ensure

availability of telephone on demand as early as possible

[12]
• To achieve universal service covering all villages, that is, enable all
people to access certain basic telecom services at affordable and
reasonable prices

• To ensure world-class telecom services. Remove consumer complaints,

resolve disputes and encourage public interface and provide a wide
permissible range of services to meet the demand at reasonable prices

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

exporter of telecom equipment

• To protect the defence and security interests of the nation.

The policy also announced a series of specific targets to be achieved by

1997 and further recognized that to achieve these targets the private
sector association and investment would be required to bridge the
resource gap.

Thus, to meet the telecom needs of the nation and to achieve international
comparable standards, the sector for manufacture of telecom equipment
had been progressively relicensed and the sub- sector for value-added
services was opened up to private investment (July 1992) for electronic
mail, voice mail, data services, audio text services, video text services,
video conferencing, radio paging and cellular mobile telephone. The
private sector participation in the sector was carried out in a phased
manner. Initially the private sector was allowed in the value-added
services, and thereafter, it was allowed in the fixed telephone services.
Subsequently, VSAT services were liberalized for private sector
participation to provide data services to closed user groups.

[13]
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.

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 the

development of telecommunication technology and any other matter
applicable to the telecommunication industry in general.

New Telecom Policy 1999 (NTP 1999): -

In recognition of the fact that the entry of the private sector, which was
envisaged during NTP94, was not satisfactory and in response to the
concerns of the private operators and investors about the viability of their
business due to non-realization of targeted revenues the government
decided to come up with a new telecom policy. The most important

[14]
milestone and instrument of telecom reforms in India is the New Telecom
Policy 1999 (NTP 99). The New Telecom Policy, 1999 (NTP-99) was
approved on 26th March 1999, to become effective from 1st April
1999.Moreover, convergence of both markets and technologies required
realignment of the industry. To achieve India’s vision of becoming an IT
superpower along with developing a world class telecom infrastructure in
the country, there was a need to develop a new telecom

policy framework. Accordingly, the NTP 1999 was framed with the
following objectives and targets:

•Availability of affordable and effective communication for citizens was

at the core of the vision and goal of the new telecom policy

•Provide a balance between provision of universal service to all

uncovered areas, including rural areas, and the provision of high-level
services capable of meeting the needs of the economy

•Encourage development of telecommunication facilities in remote, hilly

and tribal areas of the nation

•To facilitate India’s journey to becoming an IT superpower by creating a

modern and efficient telecommunication infrastructure taking into
account the convergence of IT, media, telecom and consumer electronics

•Convert PCOs, wherever justified, into public telephone information

centres having multimedia capability such as ISDN services, remote
database access, government and community information systems etc.

•To bring about a competitive environment in both urban and rural areas
by providing equal opportunities and level playing field for all players

[15]
•Providing a thrust to build world-class manufacturing capabilities and
also strengthen research and development efforts in the country

•Achieve efficiency and transparency in spectrum management

•Protect the defence and security interests of the country

•Enable Indian telecom companies to become global players.

In line with the above objectives, some of the specific targets of the NTP
1999 were:

•Make available, telephone on demand by 2002 and achieve a tele density

of 7% by 2005 and 15% by 2010

•Encourage development of telecom in rural areas by developing a

suitable tariff structure so that it becomes more affordable and by also
making rural communication mandatory for all fixed service players and
thus achieve a rural tele density of 4% by 2010 and provide reliable
transmission media in all rural areas.

Players in the market

•BSNL is the market leader with a 67.7 per cent share followed by MTNL
with 11.5 per cent market share. Next is Bharti Airtel at 10.9% followed
by Tata and Reliance at 5% and 4.1% respectively.

•BSNL as a company is growing and showed annual revenues of

approximately $4.5 billion as of 2014. BSNL is serving more than 125

[16]
million customers across the country and is catalyst in checking the price
point for telecom services.

•Also, with the government intensifying its rural focus, only BSNL can
turn into reality the next wave of rural telecom penetration.

•BSNL is a 100% Central Government entity and employees with BSNL

are entitled to get salaries and perks as decided by Government of India
and not by BSNL

•However, both, MTNL and BSNL are plagued by declining revenues

coupled with high costs. BSNL has massive infrastructure, manpower,
systems, and 80 per cent of landlines and 90 per cent of broadband
connections in India are operated by it.

• “Vodafone is investing nearly US$ 3 billion over the next two years in
India in expanding its network infrastructure and distribution channel in
the country,” as per Vittorio Colao, CEO, Vodafone Plc.

•BlackBerry plans to set up enterprise solutions centres to educate

corporate customers about various BlackBerry Enterprise Service (BES)
10 solutions. "India is one of the fastest growing markets in terms of
smartphone and mobile data adoption,” said according to Sunil Lalvani,
Managing Director (MD), BlackBerry India.

[17]
Reliance jio company

As of my last knowledge update in January 2022, here is a general

overview of the company profile of Reliance Jio:

Company Name: Reliance Jio Infocom Limited

Parent Company: Reliance Industries Limited

Founded: Launched commercially in September 2016

Founder: Mukesh Ambani

Industry: Telecommunications, Digital Services

Company Background:

Reliance Jio Infocom Limited, commonly known as Jio, is a subsidiary of

Reliance Industries Limited, one of India's largest conglomerates. Jio was
officially launched in September 2016 and quickly gained prominence for
its disruptive entry into the telecommunications market.

Key Offerings:

4G Network: Jio is known for its extensive and robust 4G LTE network,
providing high-speed internet services across India.

Affordable Data Plans: One of Jio's key strategies has been to offer
affordable and unlimited data plans, leading to a significant reduction in
data costs for consumers.

Voice over LTE (VoLTE): Jio introduced VoLTE technology, enabling

high-quality voice calls over its 4G network.

JioPhone: Jio launched a feature phone called JioPhone, offering

affordable 4G connectivity to users who might not have smartphones.

[18]
Digital Services: Jio has expanded beyond traditional telecom services into
digital services, including JioFiber broadband, JioTV for streaming
content, JioSaavn for music, JioCinema for movies and shows, and more.

Disruptive Impact:

Jio's entry into the telecom market disrupted established players by

triggering a price war and leading to a significant increase in data
consumption across the country. The "Jio effect" compelled other telecom
operators to revise their pricing and data plans.

Market Position:

Reliance Jio quickly became one of the leading telecom operators in India
in terms of subscriber base. Its user-friendly plans and a focus on digital
services have contributed to its success.

Future Plans:

Reliance Jio continues to invest in expanding its network infrastructure,

introducing new services, and exploring emerging technologies such as 5G.
The company's ambitions extend beyond telecommunications, with a
broader focus on digital transformation and becoming a key player in
India's evolving digital ecosystem.

Please note that developments or changes may have occurred since my last
update in January 2022, and it's recommended to check the latest sources
for the most current information on Reliance Jio.

Market Impact:

Reliance Jio's entry into the Indian telecom market had a disruptive impact,
leading to increased competition, a significant reduction in data costs, and

[19]
a surge in data consumption. The company quickly gained a substantial
market share and became one of the leading telecom operators in India.

Strategic Initiatives:

Digital Ecosystem: Reliance Jio aims to create a comprehensive digital

ecosystem, integrating telecommunications with various digital services to
enhance user experiences.

Investments in Technology: Jio has been investing in the development of

advanced technologies, including preparations for the rollout of 5G
services.

Partnerships and Acquisitions: Jio has entered into strategic partnerships

and acquisitions to strengthen its position in the digital space.

Financials:

Reliance Jio's financial performance is often a part of Reliance Industries

Limited's consolidated financial reports. As of my last knowledge update,
Jio has contributed significantly to the overall revenue of Reliance
Industries Limited.

Leadership:

Mukesh Ambani, the Chairman and Managing Director of Reliance

Industries Limited, has played a key role in shaping the strategic direction
of Reliance Jio. Please note that developments may have occurred since
my last update in January 2022. For the latest and most accurate
information, it is advisable to refer to official company sources or recent
financial reports.

[20]
SWOC

SWOC analysis for Reliance Jio based on the latter framework:

Strengths:

Widespread 4G Network: Reliance Jio has built an extensive and robust

4G LTE network, providing high-speed internet services across India.

Disruptive Pricing: Jio's disruptive pricing strategies led to a significant

reduction in data costs for consumers, making it highly competitive in the
market.

Diversification into Digital Services: Beyond telecommunications, Jio has

diversified into various digital services, including broadband, streaming,
music, and more.

Innovative Technologies: Jio introduced Voice over LTE (VoLTE)

technology, enabling high-quality voice calls over its 4G network. The
company is also investing in the development of advanced technologies,
including preparations for the rollout of 5G services.

Weaknesses:

Reliance on Data Services: While Jio's focus on affordable data plans has
been a strength, it also means the company is heavily reliant on data
services, potentially making it vulnerable to changes in data consumption
trends.

Dependency on Indian Market: Jio's operations are primarily concentrated

in the Indian market, which could pose a risk if there are economic or
regulatory challenges specific to that region.

[21]
Network Congestion: The rapid increase in subscriber numbers and data
usage could lead to network congestion issues, impacting the quality of
service.

Opportunities:

5G Technology: The rollout of 5G technology presents an opportunity for

Jio to further enhance network capabilities, providing faster speeds and
supporting emerging technologies.

Digital Ecosystem Expansion: Jio can continue to expand its digital

ecosystem by introducing new services and strengthening its existing
offerings to capture a larger share of the digital market.

Global Expansion: There could be opportunities for Jio to explore

international markets, leveraging its experience and success in India.

challenges:

Competition in Telecom Sector: Intense competition from other telecom

operators may pose a threat to Jio's market share and profitability.

Regulatory Changes: Any changes in telecom regulations or policies could

impact Jio's operations and business model.

Technological Changes: Rapid changes in technology could require

significant investments to stay updated, and failure to do so might result in
loss of competitiveness.

Economic Factors: Economic downturns or fluctuations in the economy

could affect consumer spending on telecom services and digital offerings.

[22]
 DATA ANALYSIS AND INTERPRETATION
TABLE 4.1 Table showing Age of the respondents

Age No of Percentage
respondents
18-24 31 62
24-44 11 22
44-60 8 16
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.1 Figure showing Age of the respondents

Interpretation
From the above table it is interpreted that 62% of the population is
between the age of 18 and 24. 22 % of the population is between the age
of 24 and 44 16% of the population is between the age of 44 and 60.

[23]
TABLE 4.2 Table showing Gender of the respondents

Gender No of Percentage
respondents
Male 26 52
Female 24 48
Other 0 0
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.2 Figure showing Gender of the respondents

Interpretation
From the above table it is interpreted that 52% of the population are
males 48% of the population are females

[24]
TABLE 4.3 Table showing Annual income of the respondents

Annual income No of Percentage

respondents
Below 100000 17 34
100000 to 15 30
300000
300000 to 7 22
500000
Above 500000 7 14
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.3 Figure showing Annual income of the respondents

Interpretation
From the above table it is interpreted that 34% of the population earns
below 1 lakh 30% of the population earn between 1 lakh and 3 lakhs.22%
of the population earn between 3 lakhs to 5 lakhs.14% of the population
earn above 5 lakhs

[25]
TABLE 4.4 Table showing Jio member of the respondents

Particulars No of Percentage
respondents
6 months to 1 16 32
year
Less than 6 14 28
months
1 year to 2 years 11 22

More than 2 9 18
years
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.4 Figure showing Jio member of the respondents

Interpretation
From the above table it is interpreted that 32% of the population has been
a Jio member for at least 6 months to 1 year.28% of the population has
been a Jio member for less than 6 months.22% of the population has been
a member for 1 to 2 years.18% of the population has been a Jio member
for more than 2 years

[26]
TABLE 4.5 Table showing Service use of the respondent

Particulars No of Percentage
respondents
Jio mobile 14 28
Jio fiber 7 14
Jiotv 10 20
Jiosaavn 11 22
Jiomart 8 16
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.5 Figure showing Service use of the respondent

Interpretation
From the above table it is interpreted that 28% of the population use Jio
mobile. 22% of the population use JioSaavn 20% of the population use
JioTv 16% of the population use JioMart 14% of the population Jio fiber.

[27]
TABLE 4.6 Table showing Satisfaction of jio service

Particulars No of Percentage
respondents
Highly 7 14
unsatisfied
Unsatisfied 4 8
Neutral 14 28
Satisfied 16 32
Highly satisfied 9 18
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.6 Figure showing Satisfaction of jio service

Interpretation
From the above table it is interpreted that 32% of the population are
satisfied with Jio services 28% of the population have giving a neutral
response. 18% of the population are highly satisfied. 14% of the
population are highly unsatisfied. 8% of the population are unsatisfied

[28]
TABLE 4.7 Table showing Respondent's continuation of Jio

Particulars No of Percentage
respondents
Yes 28 56
No 12 24
Not sure 10 20
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.7 Figure showing Respondent's continuation of Jio

Interpretation
From the above table it is interpreted that 56% of the population are
likely to continue Jio in the future.24% of the population are not
continuing Jio in the future. 20% of the population are not sure

[29]
TABLE 4.8 Table showing Frequency of contacting Jio
customer support

Particulars No of Percentage
respondents
Yes 33 66
No 10 20
Maybe 7 14
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.8 Figure showing Frequency of contacting Jio

customer support
Interpretation
From the above table it is interpreted that 66% of the population are yes.
20% of the population are no 14% of the population are maybe

[30]
TABLE 4.9 Table showing Jio services based on customer's
satisfaction

No of respondents/ Percentage
PARTICULARS Highly Dissatisfied Neutral Satisfied Highly
dissatisfied satisfied

Services 9 9 12 12 8

Network 3 9 18 16 4
coverage
Data services 5 6 19 10 10

Calling services 1 5 12 20 8

Value added 6 5 14 11 11
services

Customer care 5 5 13 19 8

New schemes and 5 4 17 14 10

offers

(SOURCE: PRIMARY DATA)

Chart Title
60

50

40

30

20

10

0
Services Network coverage
Data services Calling services
Value added services
CustomerNew
careschemes and offers

Highly dissatisfied Dissatisfied Neutral Satisfied Highly satisfied

CHART 4.9 Figure showing Jio services based on customer's

satisfaction

[31]
Interpretation
From the above table it is interpreted that service got 9% of highly
dissatisfied, 9% of dissatisfied, 12% of neutral,12% of satisfied,8% of
highly satisfied. network coverage got 5% of highly dissatisfied, 9% of
dissatisfied, 18% of neutral,16% of satisfied,4% of highly satisfied. Data
services got 5% of highly dissatisfied, 6% of dissatisfied, 19% of
neutral,10% of satisfied,10% of highly satisfied. Calling services got 6%
of highly dissatisfied, 4% of dissatisfied, 13% of neutral,20% of
satisfied,8% of highly satisfied. Value added services got 6% of highly
dissatisfied, 5% of dissatisfied, 14% of neutral,11% of satisfied,11%of
highly satisfied. Customer case got 5%of highly dissatisfied, 5% of
dissatisfied, 13% of neutral,19% of satisfied,8% of highly satisfied. New
schemes and offers got 5% of highly dissatisfied, 4% of dissatisfied, 17%
of neutral,14% of satisfied,10% of highly satisfied

[32]
TABLE 4.10 Table showing Segment that needs improvement

Particulars No of Percentage
respondents
Improve in 19 38
network
coverage
Remove calling 19 38
congestion
Upgrade in 8 16
android version
Others 4 8

Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.10 Figure showing Segment that needs improvement

Interpretation
From the above table it is interpreted that 38% of the population wants
improving the network coverage.38% of the population wants removing
call congestion.16% of the population want an upgrade in android
version.8% of the population want other improvements

[33]
TABLE 4.11 Table showing Likelihood of recommending Jio
to others

Particulars No of Percentage
respondents
Highly 4 8
unsatisfied
Unsatisfied 7 14
Neutral 16 32
Satisfied 14 28
Highly satisfied 9 18
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.11 Figure showing Likelihood of recommending Jio

to others
Interpretation
From the above table it is interpreted that 32% of the population have a
neutral opinion on recommending Jio to families and friends.28% of the
population are likely to recommend.18% of the population are highly
likely to recommend.14% of the population are unlikely to
recommend.8% of the population highly unlikely

[34]
TABLE 4.12 Table showing Reason for choosing Jio

Particulars No of Percentage
respondents
Calling services 14 28
Daily data 15 30
services
SMS services 11 22
All services 10 20
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.12 Figure showing Reason for choosing Jio

Interpretation
From the above table it is interpreted that 30% of the population chose Jio
for its daily data services.28% of the population chose Jio for its calling
services.22% of the population chose Jio for its SMS services.20% of the
population chose Jio for all it's services

[35]
TABLE 4.13 Table showing Satisfaction with overall products and
services offered

Particulars No of Percentage
respondents
Highly 5 10
unsatisfied
Unsatisfied 4 8
Neutral 15 30
Satisfied 17 34
Highly satisfied 9 18
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.13 Figure showing Satisfaction with overall products and

services offered
Interpretation
From the above table it is interpreted that 34% of the population are
satisfied with the overall products and services of Jio.30% of the
population have given a neutral response.18% of the population are
highly satisfied with the services and products.10% of the population are
highly unsatisfied.8% of the population are unsatisfied

[36]
TABLE 4.14 Table showing Network coverage and call quality of Jio

Particulars No of Percentage
respondents
Excellent 9 18
Good 17 34
Average 15 30
Below average 6 12
Poor 3 6
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.14 Figure showing Network coverage and call quality of

Jio
Interpretation
From the above table it is interpreted that 34% of the population have a
good network coverage and call quality in their area.30% of the
population have an average coverage and call quality.18% of the
population have an excellent coverage and call quality.12% of the
population have a below average coverage and call quality.6% of the
population have a poor coverage and call quality

[37]
TABLE 4.15 Table showing Satisfaction with data speed

Particulars No of Percentage
respondents
Highly 5 10
unsatisfied
Unsatisfied 6 12
Neutral 18 36
Satisfied 15 30
Highly satisfied 6 12
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.15 Figure showing Satisfaction with data speed

Interpretation
From the above table it is interpreted that 36% of the population have
given a neutral response.30% of the population are satisfied with the data
speed.12% of the population are highly satisfied with the data speed.12%
of the population are unsatisfied with the data speed.10% of the
population are highly unsatisfied with the data speed

[38]
TABLE 4.16 Table showing Frequency of service disruption

Particulars No of Percentage
respondents
Yes 44 88
No 6 12
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.16 Figure showing Frequency of service disruption

Interpretation
From the above table it is interpreted that 88% of the population have
experienced service disruption or outages with Jio in the past 6
months.12% of the population have not experienced any disruption or
outages in the past 6 months

[39]
TABLE 4.17 Table showing Usage of Jio apps

Particulars No of Percentage
respondents
Daily 9 18

Weekly 10 20
Monthly 15 30
Rarely 13 26
Never 3 6
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.17 Figure showing Usage of Jio apps

Interpretation
From the above table it is interpreted that 88% of the population have
experienced service disruption or outages with Jio in the past 6
months.12% of the population have not experienced any disruption or
outages in the past 6 months

[40]
TABLE 4.18 Table showing Familiarity with Jio over other providers

Particulars No of Percentage
respondents
Highly 3 6
unsatisfied
Unsatisfied 5 10
Neutral 19 38
Satisfied 13 26
Highly satisfied 10 20
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.18 Figure showing Familiarity with Jio over other

providers
Interpretation
From the above table it is interpreted that 38% of the population have
given a neutral response.26% of the population are familiar with Jio
compared to other telecom brands.20% of the population are more
familiar with Jio than other telecom brands.10% of the population are less
familiar with Jio than other telecom brands.6% of the population are not
familiar with Jio

[41]
TABLE 4.19 Table showing Awareness about Jio

Particulars No of Percentage
respondents
Advertisement 9 18
Word of mouth 20 40
In store 13 26
promotions
Other 8 16
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.19 Figure showing Awareness about Jio

Interpretation
From the above table it is interpreted that 40% of the population became
aware of Jio through word of mouth.26% of the population through in-
store promotions.18% of the population through advertisements.16% of
the population through other methods

[42]
TABLE 4.20 Table showing probability of switching from Jio

Particulars No of Percentage
respondents
Yes 29 58
No 12 24
Not sure 9 18
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.20 Figure showing probability of switching from Jio

Interpretation
From the above table it is interpreted that 58% of the population are
considering switching to other service providers.24% of the population
are not sure about switching from Jio.18% of the population are not
considering switching from Jio

[43]
TABLE 4.21 Table showing Jio's innovation and technological
advancements

Particulars No of Percentage
respondents
Low 12 20
Medium 26 52
High 12 20
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.21 Figure showing Jio's innovation and technological

advancements
Interpretation
From the above table it is interpreted that 52% of the population consider
Jio has done medium advancement in its technology and innovation.24%
of the population consider Jio has done low advancements in its
technology and innovation.24% of the population consider Jio has done
high advancements in its innovation and technology

[44]
TABLE 4.22 Table showing Factors considered when comparing Jio
with other providers
Particulars No of Percentage
respondents
Network 3 6
coverage
Pricing 8 16

Data speed 12 24

Customer 12 24
service
Offers and 7 14
promotions
Reputation 3 6
Others 5 10
Total 50 100
(SOURCE: PRIMARY DATA)

CHART 4.22 Figure showing Factors considered when comparing Jio

with other providers
Interpretation
From the above table it is interpreted that 24% of the population choose
customer service over other factors 24% choose data speed over other
factors.16% choose pricing over other factors.14% choose offers and
promotions.10% choose other factors.6% choose network coverage.6%
choose reputation
[45]
TABLE 4.23 Table showing Willingness to try Jio based on current
perception

Particulars No of Percentage
respondents
Yes 30 60
No 12 24
Not sure 8 16
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.23 Figure showing Willingness to try Jio based on current

perception
Interpretation
From the above table it is interpreted that 60% of the population are
willing to try Jio if they haven't already, considering their current
awareness.24% of the population would not choose Jio.16% of the
population are not sure

[46]
TABLE 4.24 Table showing Implementation of jio optic fibre has
improved network and speed

Particulars No of Percentage
respondents
Agree 19 38
Neutral 10 20
Disagree 21 42
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.24 Figure showing Implementation of jio optic fibre has

improved network and speed
Interpretation
From the above table it is interpreted that 42% of the population disagree
that implementing optic fiber has improved network coverage and
speed.38% of the population agree that optic fiber has improved network
coverage and speed.20% of the population have given a neutral response

[47]
TABLE4.25 Table showing Jio package in-use

Particulars No of Percentage
respondents
Post paid 15 30
Pre-paid 14 28
E sim 11 22
Jio modem 10 20
Total 50 100

(SOURCE: PRIMARY DATA)

CHART 4.25 Figure showing Jio package in-use

Interpretation
From the above table it is interpreted that 30 % of the population
postpaid, 28% of the population pre-paid, 22% of the population e sim,
20% of the population jio modem

[48]
 FINDINGS SUGGESTION AND CONCLUSION

FINDINGS

 Majority if the population are of younger age.

 More than half of the population are males.
 Majority of the population earn below 1 lakh.
 A majority of the population have been a Jio member from 6
months to a full year.
 A large portion if the population use Jio mobile
 Many Jio users are satisfied with the services
 More than half of the population are likely to continue Jio in the
future.
 A huge number of Jio users have contacted Jio Reliance services in
the past few months.
 Majority of the population of service are neutral and satisfied.
Majority of the population of network are neutral. Majority of the
population of data services are neutral. Majority of the population
of calling services are satisfied. Majority of the population of
value-added services are neutral. Majority of the population of
customer care are satisfied. Majority of the population of new
schemes and offers.
 The population asks for improvement in both the removing of
calling congestion and improving network coverage.
 Majority of the population are highly likely to recommend Jio
services to family and friends
 Majority of the population chose Jio for its daily data services.

[49]
  A good portion of the population are satisfied with the products and
services offered by Jio
 Majority of Jio users have good network coverage and call quality
 A big part of the population is neutral to the data speed of Jio
 A great majority of the population has experienced service
disruption or outages with Reliance Jio in the past 6 months.
 A majority of the population use Jio apps monthly.
 A majority of the population are just as familiar with Jio as other
service providers.
 A majority of the population became aware about Jio through word
of mouth.
 More than half of the population are considering switching to
another service provider in the near future.
 More than half of the population says Jio has made medium
advancements in its innovation and technology.
 A majority of the population consider data speed and customer
service as primary factors when comparing Jio with other service
providers
 A majority of the population are willing to try Jio even if they
hadn't already, considering their current awareness.
 A huge part of the population has not found improvements in
network coverage and data speed with implementation of Jio fibre.
 Most of the Jio users use postpaid connection

SUGGESTION

[50]
Focus on Rural Areas: Reliance Jio should focus on rural areas to raise
awareness and attract rural consumers who might not be familiar with the
brand.

Spread Awareness: Efforts should be made to spread awareness about

Reliance Jio in deep rural areas.

Timely Product Replenishment: Ensure that products are consistently

available at retailer shops to meet consumer demand

Network Coverage and Speed: Enhance network coverage in areas with

weak signals or connectivity issues.

Improve internet speed consistency to ensure users receive the same

speed consistently.

Pricing Strategies: Continuously evaluate pricing plans to offer

competitive rates.

Consider personalized plans based on user preferences and usage

patterns.

Customer Service and Call Centre Responsiveness: Strengthen customer

support services.

Reduce waiting times for call centre queries and complaints.

Call Drops and Voice Call Quality: Address call drop issues promptly.

Ensure high-quality voice calls without disruptions.

Promotion and Communication during Lockdowns: During challenging

times like the Covid-19 lockdown, maintain effective communication
with customers regarding service updates, offers, and safety measures.

[51]
CONCLUSION

Reliance Jio has entered into the market of telecom service

providers with freebies and more data to the customers. In the
knowledge world, Jio’s the foray in to the fast-evolving market
has made tremendous change in the competition, price and data
availability. Jio is widely used by the techno savvy customers.
The customer satisfaction is conditioned by the price,
availability and addressing the problems of the customers at
once. The rural area customers also use Reliance Jio. Even
though the sector has reflected promising growth in India but
still remaining at a very low compared with international
standards and this providing tremendous opportunities for future
growth in the telecommunication services. So, Reliance Jio
improves the network connection and speed in rural areas.

The study on consumer behaviour towards Reliance Jio provides

valuable insights into how customers perceive and interact with
this telecommunications company. Here are some key findings
from the study: Customer Satisfaction: The high level of
satisfaction indicates that Reliance Jio has been successful in
meeting customer expectations. Factors Influencing Consumer
Attitude: The study identified nine factors that contribute to a
strong consumer attitude towards Reliance Jio. These factors
may include aspects related to pricing, network quality,
customer service, and brand perception. Internet Usage:
Reliance Jio is widely used for internet access. Its data services
have gained popularity among consumers. This highlights the
company’s success in providing affordable and high-speed

[52]
internet connectivity. Awareness and Perception: The study
aimed to understand the awareness of Reliance Jio among
customers compared to other telecom service providers. While
the study did not explicitly mention the overall perception, the
positive customer satisfaction and strong attitude suggest that
Reliance Jio is perceived favourably. In conclusion, Reliance Jio
has made significant strides in the Indian telecommunications
market, capturing a wide customer base and achieving high
levels of satisfaction. Its competitive pricing, robust network,
and focus on data services have contributed to its success.

The growth of a company depends upon consumer perception, regarding

product and the consumer perceptions can be studied only through the
consumer buying behaviour. The consumer behaviour r is the study of
those actions directly involved in obtaining, consuming, and disposing of
product & services including the decision process that proceeds and
follows up the action. The buying behaviour of the Many variables
influences consumer. The social environment in which he lives, his
family, his society, his neighbours, his friends, his job, his colleague
influence the behaviour of the consumer. The personality factors of the
consumers also effect his buying decision. It requires marketers to review
their marketing practices. Now companies have to show their concern
about consumer's interest. They must take many steps to satisfy the
consumers. Now marketers have moved to consumer welfare from
consumer satisfaction. Most companies have accepted consumerism in
principles. Based on my observations data and information, I submit
certain useful recommendations to make Communication system of Tata
Teleservices & Reliance very effective and customer centric

[53]