CHAPTER-1 INTRODUCTION

After the globalization of India economy in 1991 the telecommunication sector

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

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

disposing of services which he expects will satisfy his wants. If any producer makes out the
marketing programmer ignoring the consumer preferences, he cannot possibly achieve his
ultimate objectives. A manufacturer must plan his production and distribution to suit the
consumer’s convenience rather than his own. Therefore a marketer must know more and more
about the consumers, so that the products can be produced in such a fashion to give satisfaction
to them.

In the year of 1989, the number of cell phone users in India was zero. In the year of
1999 the number of cell phone users has gone up by 13 lakh. In the year of 2000 the number of
cell phone users has risen by one million. Indian telecom sector added a staggering 227.27
million wireless mobile users in the 12 months between March 2010 and March 2011, while the
overall teledensity has increased to 81.82% as of 30 November 2015, and the total numbers of
telephone phone users (mobile & landline) have reached 1009.46 million as of May,2015.Now
currently telephone subscriber (mobile & landline) is 1058.01 million (May 2016).

The company is reconfiguring to meet the growing demand for mobile services.It will
differentiate our mobile services from our competitors through ongoing investment in
technology, distribution and customer services, providing both a great customer experience and
competitive value.

The company is updating our retail footprint to a new Reliance JIO concept delivering a
differentiated customer experience. A core part of our promise to customers is to ensure that their
technical experts in store transfer all their personal data to their new LYF phone allowing them
to walk out of the store with their phone fully functional.

1
 Extensive trials of our new concept store across all markets have shown significant
increases in both sales and customer satisfaction. The new concept will be rolled out globally
over the next upcoming years.

India has a fast-growing mobile services market with excellent potential for the future. With
almost five million subscribers amassed in less than two years of operation, India's growth tempo
has far exceeded that of numerous other markets, such as China and Thailand, which have taken
more than five years to reach the figures India currently holds. The number of mobile phone
subscribers in the country would exceed 50 million by 2010 and cross 300 million by 2016,
according to Cellular Operators Association of India (COAI).
According to recent strategic research by Frost & Sullivan, Indian Cellular Services Market, such
growth rates can be greatly attributed to the drastically falling price of mobile handsets, with
price playing a fundamental role in Indian subscriber requirements. Subscribers in certain
regions can acquire the handset at almost no cost, thanks to the mass-market stage these
technologies have reached internationally. The Indian consumer can buy a handset for $150 or
less. This should lead to increased subscribership. This market is growing at an extremely fast
pace and so is the competition between the mobile service providers.
With the presence of a number of mobile telephony services providers including market leaders
like Airtel, Reliance, Idea Cellular, BSNL etc. who are providing either of the two network
technologies such as Global System for Mobile Communications (GSM) and Code Division
Multiple Access (CDMA). In cellular service there are two main competing network
technologies: Global System for Mobile Communications (GSM) and Code Division Multiple
Access (CDMA). Understanding the difference between GSM and CDMA will allow the user to
choose the preferable network technology for his needs.
Global System for Mobile Communication (GSM) is a new digital technology developed by the
European community to create a common mobile standard around the world. It helps you
achieve higher sell capacity and better speech quality and one can enjoy crystal clear reception
on ones mobile phone. It automatically solves the problem of eavesdropping on ones calls.
Before analyzing the telecom licensing framework in India, it is imperative that one must
examine what is a license.

2
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.
Code Division Multiple Access (CDMA) describes a communication channel access principle
that employs spread spectrum technology and a special coding scheme (where each transmitter is
assigned a code). It is a spread spectrum signaling, since the modulated coded signal has a much
higher bandwidth than the data being communicated. CDMA is the current name for mobile
technology and is characterized by high capacity and small cell radius. It has been used in many
communication and navigation systems, including the Global Positioning System and the
omnitracs satellite system for transportation logistics.
Indian mobile telephony market is increasing day by day and there is more to happen with
technological up gradations occurring nearly every day and the ever-increasing demand for easier and
faster connectivity, the mobile telephony market is expected to race ahead.
India has a fast-growing mobile services market with excellent potential for the future. With
almost five million subscribers amassed in less than two years of operation, India's growth tempo
has far exceeded that of numerous other markets, such as China and Thailand, which have taken
more than five years to reach the figures India currently holds. The number of mobile phone
subscribers in the country would exceed 50 million by 2010 and cross 300 million by 2016,
according to Cellular Operators Association of India (COAI).
According to recent strategic research by Frost & Sullivan, Indian Cellular Services Market, such
growth rates can be greatly attributed to the drastically falling price of mobile handsets, with
price playing a fundamental role in Indian subscriber requirements.

3
Subscribers in certain regions can acquire the handset at almost no cost, thanks to the mass-
market stage these technologies have reached internationally. The Indian consumer can buy a
handset for $150 or less. This should lead to increased subscribership. This market is growing at
an extremely fast pace and so is the competition between the mobile service providers.
With the presence of a number of mobile telephony services providers including market leaders
like Airtel, Reliance, Idea Cellular, BSNL etc. who are providing either of the two network
technologies such as Global System for Mobile Communications (GSM) and Code Division
Multiple Access (CDMA). In cellular service there are two main competing network
technologies: Global System for Mobile Communications (GSM) and Code Division Multiple
Access (CDMA). Understanding the difference between GSM and CDMA will allow the user to
choose the preferable network technology for his needs.
Global System for Mobile Communication (GSM) is a new digital technology developed by the
European community to create a common mobile standard around the world. It helps you
achieve higher sell capacity and better speech quality and one can enjoy crystal clear reception
on ones mobile phone. It automatically solves the problem of eavesdropping on ones calls.
Before analyzing the telecom licensing framework in India, it is imperative that one must
examine what is a license. License issued by the government is an authority, given to a person
upon certain conditions to do something which would have been illegal or wrongful otherwise.
For example, a driver’s license issued by the government, gives the authority to a person to drive
a motor vehicle. There are three main types of license fee which the government charges: (I)
initial license fee, which generally is non-refundable, (ii) annual license fee, 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.

Code Division Multiple Access (CDMA) describes a communication channel access principle
that employs spread spectrum technology and a special coding scheme (where each transmitter is
assigned a code). It is a spread spectrum signaling, since the modulated coded signal has a much
higher bandwidth than the data being communicated.

4
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
 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.

5
Thus, to meet the telecom needs of the nation and to achieve international comparable
standards, the sector for manufacture of telecom equipment had been progressively relicensed
and the sub-sector for value-added services was opened up to private investment (July 1992) for
electronic mail, voice mail, data services, audio text services, video text services, video
conferencing, radio paging and cellular mobile telephone. The private sector participation in the
sector was carried out in a phased manner. Initially the private sector was allowed in the value
added services, and thereafter, it was allowed in the fixed telephone services. Subsequently,
VSAT services were liberalized for private sector participation to provide data services to
closed user groups.
Establishment of TRAI
The entry of private players necessitated independent regulation in the sector; therefore, the
TRAI was established in 1997 to regulate telecom services, for fixation/revision of tariffs, and
also to fulfil the commitments made when India joined the World Trade Organization (WTO) in
1995. The establishment of TRAI was a positive step as it separated the regulatory function
from policy-making and operation, which continued to be under the purview of the DoT2.
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.

6
NEW TELECOM POLICY 1999 (NTP 1999):-

In recognition of the fact that the entry of the private sector, which was envisaged during NTP-
94, was not satisfactory and in response to the concerns of the private operators and investors
about the viability of their business due to non realization of targeted revenues the government
decided to come up with a new telecom policy. The most important milestone and instrument of
telecom reforms in India is the New Telecom Policy 1999 (NTP 99). The New Telecom Policy,
1999 (NTP-99) was approved on 26th March 1999, to become effective from 1st April
1999.Moreover, convergence of both markets and technologies required realignment of the
industry. To achieve India’s vision of becoming an IT superpower along with developing a
world class telecom infrastructure in the country, there was a need to develop a new telecom
policy framework. Accordingly, the NTP 1999 was framed with the following objectives and
targets:
 Availability of affordable and effective communication for citizens was at the core of the
vision and goal of the new telecom policy
 Provide a balance between provision of universal service to all uncovered areas,
including rural areas, and the provision of high-level services capable of meeting the
needs of the economy
 Encourage development of telecommunication facilities in remote, hilly and tribal areas
of the nation
 To facilitate India’s journey to becoming an IT superpower by creating a modern and
efficient telecommunication infrastructure taking into account the convergence of IT,
media, telecom and consumer electronics
 Convert PCOs, wherever justified, into public telephone information centers having
multimedia capability such as ISDN services, remote database access, government and
community information systems etc.
 To bring about a competitive environment in both urban and rural areas by providing
equal opportunities and level playing field for all players
 Providing a thrust to build world-class manufacturing capabilities and also strengthen
research and development efforts in the country
 Achieve efficiency and transparency in spectrum management

7
  Protect the defense and security interests of the country
 Enable Indian telecom companies to become global players.

 Make available, telephone on demand by 2002 and achieve a tele density of 7% by 2005
and 15% by 2010
 Encourage development of telecom in rural areas by developing a suitable tariff structure
so that it becomes more affordable and by also making rural communication mandatory
for all fixed service players and thus
o Achieve a rural tele density of 4% by 2010 and provide reliable transmission
o media in all rural areas.

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 $4.5
billion as of 2014. BSNL is serving more than 125 million customers across the country
and is catalyst in checking the price point for telecom services.
 Also, with the government intensifying its rural focus, only BSNL can turn into reality
the next wave of rural telecom penetration.
 BSNL is a 100% Central Government entity and employees with BSNL are entitled to get
salaries and perks as decided by Government of India and not by BSNL
 However both, MTNL and BSNL are plagued by declining revenues coupled with high
costs. BSNL has massive infrastructure, manpower, systems, and 80 per cent of landlines
and 90 per cent of broadband connections in India are operated by it.
 “Vodafone is investing nearly US$ 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.

8
 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.
 Tata Teleservices plans to set up nearly 4,000 wi-fi hotspots in nine cities across the
country in the next two years.

Booming sectors
 The tide has turned for the telecom sector in India, as growth and profitability has
accelerated in recent times. Tower companies are reaping benefits of a turnaround in the
sector as operators have started investing in networks to boost data penetration.
 However it is in the country’s booming mobile segment in which the major battles are
being fought. Three major private players – Bharti airtel, Reliance and Vodafone - with a
formidable 54% share of the market between them, lead a large field of mobile operators.
State-owned enterprises –BSNL and MTNL – have also been making their presence felt
with a combined market share of 12%.


A look ahead
 According to Craig Wigginton, vice chairman and U.S. Telecommunications leader,
Deloitte & Touche LLP, the big challenge for the telecom industry in 2016 – which also
presents a major growth opportunity for the sector – is that consumers are getting
addicted to connectivity and high speed.
 The ongoing expansion of the mobile ecosystem, coupled with demand for high-
bandwidth applications and services such as video and gaming, is keeping pressure on the
industry to increase the availability and quality of broadband connectivity.
 What does this mean for players in the sector? Carriers will continue to pursue
technological advancements to handle demand, including offloading some mobile
bandwidth needs to Wi-Fi, which is proving an effective complement to mobile networks.
At the same time, long-term spectrum availability, spectrum efficiency, small cells and
continued backhaul improvements are likely to be a key focus to assure continued mobile
broadband momentum.

9
 CHAPTER-2 OBJECTIVES OF THE STUDY
1. To know the perception of customers about Jio network.
2. To study the consumer attitude towards other networks with jio.
3. To analyze the customer’s satisfaction towards Jio network.
4. To study of customer satisfaction level on Reliance JIO products & services.
5. To find the market potential and market penetration of Reliance JIO products &
services offerings in Muradnagar.

10
 CHAPTER-3 LITERATURE REVIEW

Abhishek Kumar Singh and Malhar Pangrikar (2013) did a study titled “A Study Report, to Find
out Market Potential for 4G Businesses in Pune”. The Report is all about “Study of market
potential for 4G business in pune” and also to know about the customer perceptions and attitudes
towards their current service provider. Satisfaction level of the customers was also judged. The
customer expectations were analyzed thoroughly. Major factors considered in research are: what
are the needs of the companies based on the data services usage, major player in internet
services, and support to customers. The research was conducted on companies mainly from
Industries like IT, Education, Manufacturing and others which are located in Pune city. It is clear
from the survey done that Reliance & Tata are Leading Internet service Provider; they are
providing products like Data Card, Broadband etc to the corporate end users. Most of the
companies are getting internet speed form 1MBPS-4MBPS. Most of the companies are having
good perception about 4 G and are willing to switch to it from their current service provider.
Speed of 4G is around than 30 to 35 MBPS, is going to boom the Market. Because majority of
the companies are facing Speed problem with their current ISP.

4G spectrum is a research item for next-generation wide-area cellular radio,which focuses on 4G

technologies, 4G networks and 4G systems. 4G technologies shall include three basic areas of
connectivity which are personal area networking (such as Bluetooth), local high-speed access
points on the network such as wireless technologies and cellular connectivity.

At the moment, many companies have established projects for 4G systems developmet.

4G can provide services for a wide range of speed facility that support global roaming and each
company will be able to interact with internet-based information and available in every part of
country.

In this literature review. the consumer perceptions about 4G services in Pune. The objectives of
the study was (1) to find the most influencing factor in selection of service provider, and (2) to
measure customer perception and satisfaction as regards the 4G service provided.

11
The study on a 4G indicated that some problems exist that deserve the attention of the
company.The company needs to bridge the gap between the services promised and 4G services
offered. And to conclude, “Delivering service without measuring the impact on the customer is
like driving a car without a windshield

At 4G,The Company have always sought to enhance value for you as a customer by providing
you the most relevant and easy to use services through innovation and by harnessing the latest
developments in technology. In line with this strategy, constantly introduced 4G innovative
services to suit customer unique needs and wants. These 4G trends in the market and among
customers generate a demand for high speed and more rapidly changing services and also
expectation for a different approach to technology development.

As well as imposing requirements in terms of 4G technology development, trends such as mass

individualization call for a responsive answer to a sharply increasing market demand. Successful
growth and diffusion of 4G services is focusing customer satisfaction on how mobile relates to
4G networks. Accordingly, it is necessary for company to review current frameworks in those
instances where changes might impede the offering of certain aspects.

Consumer perception about 4G much more volatile, much less predictable and increasingly
concerned with instant gratification. The expectation is that in due course this trend towards
individualization will become a more important factor in the emerging markets too, particularly
in the every areas.In future, 4G services over mobile networks and company need to review
current regulatory frameworks to enhance innovation and competition in the market of these
services.

customer satisfaction is a measure of how 4G services supplied by a company meet customer

expectation. In today’s tough economic climate all companies need to improve efficiency and,
even in midsize firms that usually mean coordinating large quantities of information. However,
technology and thinking has progressed and, many of user nowadays using 4G services.
Customer satisfaction is defined as a customer’s overall evaluation of the performance of an
offering to date. This overall satisfaction has a strong positive effect on customer loyalty
intentions across a wide range of 4G service s.

12
Many companies have been gaining rising popularity due to the advances in 4G technologies and
the large increase in the number of its users. The companies that expand beyond services and
develop a content distribution platform will win customers’s expectation. Companies couldnot
follow constant rules to be successful in potential markets. There is not a list of actions that lead
companies to more profit or more customer satisfaction.Because 4G services are increasingly
spread out all over India.And every customer are preferred these 4G services.

This satisfaction has positive influences on retaining customers among different variety of 4G
services. Satisfaction refers to achieving the things we want. If satisfaction interprets as "not
going wrong" the firm should decrease complaint which by its own is not sufficient. In order to
satisfy customers, company should improve its 4G services. Customers with less expectation are
more satisfied, companies by adding innovative 4G features would easily increase customer
satisfaction. Customer retention is directly influenced by customer satisfaction. Retention is a
major challenge particularly in internet based services, as customers can easily switch from one
service to another at low cost. Customer satisfaction is the key factor determining how
successful the company will be in competitive market,therefore it is very important to measure it.

To better manage customer satisfaction, company spend millions on effectively tracking the
methods that guarantee customer satisfaction, because the quantitative measurement of customer
satisfaction is a great help for comprehensively measuring the effect of 4G on customer
satisfaction.

Customer satisfaction, as we discussed before, has the most important effect on customer
perception and in order to narrowing down we focus on 4G service as one of the customer
satisfaction’s factors. The aim of the company is to find the most important service dimensions
that affect customer satisfaction.

To have a thorough satisfaction firstly the company is needed to bring satisfied customers which
leads to loyal customers and by preparing all this, good services would be followed which
influenced on Customer satisfaction and make them loyal in future.

13
 CHAPTER-4 COMPANY PROFILE

Jio's headquarters in RCP, Navi Mumbai

Formerly  Infotel Broadband Services

called Limited (2009 - 2013)
 Reliance Jio Infocomm
Limited (2013 - 2015)

Type Subsidiary
Industry Telecommunications
Headquarters Navi Mumbai, Maharashtra, India

Key people Sanjay Mashruwalla (Managing

Director)
Jyotindra Thacker (Head of IT)
Akash Ambani (Chief of Strategy)

Mobile telephony, broadband,

Products Wifi,Router and 4G Data services

Jio Apps

MyJio, JioChat, JioPlay, JioBeats,

JioMoney, JioDrive, JioOnDemand,
JioSecurity, JioJoin, JioMags,
JioXpressNews, Jionet WiFi

Parent Reliance Industries

Subsidiaries LYF
www.jio.com
Website

14
Jio also known as Reliance Jio and officially as Reliance Jio Infocomm Limited (RJIL),[is an upcoming
provider of mobile telephony, broadband services, and digital services in India..

Reliance Jio Infocomm Limited (RJIL), a subsidiary of Reliance Industries Limited (RIL), India’s largest
private sector company, is the first telecom operator to hold pan India Unified License.Formerly known
as Infotel Broadband Services Limited (IBSL), Jio will provide 4G services on a pan-India level using LTE
technology. The telecom leg of Reliance Industries Limited, it was incorporated in 2007 and is based in
Mumbai, India.It is headquartered in Navi Mumbai.

RJIL is setting up a pan India telecom network to provide to the highly underserviced India market,
reliable (4th generation) high speed internet connectivity, rich communication services and various
digital services on pan India basis in key domains such as education, healthcare, security, financial
services, government citizen interfaces and entertainment. RJIL aims to provide anytime, anywhere
access to innovative and empowering digital content, applications and services, thereby propelling India
into global leadership in digital economy.

RJIL is also deploying an enhanced packet core network to create futuristic high capacity infrastructure
to handle huge demand for data and voice. In addition to high speed data, the 4G network will provide
voice services from / to non-RJIL network.

RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz (across 22 circles) capable of offering
fourth generation (4G) wireless services. RJIL plans to provide seamless 4G services using FDD-LTE on
1800 MHz and TDD-LTE on 2300 MHz through an integrated ecosystem.

Reliance Jio is part of the “Bay Of Bengal Gateway” Cable System, planned to provide connectivity
between South East Asia, South Asia and the Middle East, and also to Europe, Africa and to the Far East
Asia through interconnections with other existing and newly built cable systems landing in India, the
Middle East and Far East Asia.

RJIL’s subsidiary has been awarded with a Facility Based Operator License (“FBO License”) in Singapore
which will allow it to buy, operate and sell undersea and/or terrestrial fibre connectivity, setup its
internet point of presence, offer internet transit and peering services as well as data and voice roaming
services in Singapore.

15
R-Jio is also in the process of installing hundreds of monopoles, unlike the regular rooftop-mounted
telecom towers typically used by telcos, said the company executive quoted above. Monopoles, or
ground-based masts (GBMs), are expected to double up as street lights and surveillance systems, and
provide real-time monitoring of traffic and advertising opportunities.

The company, which plans to be rolled out commercial telecom service operations from January, is
currently in the testing phase for most of its offerings including 4G services, a host of mobile phone
applications and delivery of television content over its fibre optic network.

R-Jio, meanwhile, faces its share of challenges in terms of return on investment and capturing market
share. The company, according to industry analysts, is expected to spend $8-9 billion for the 4G roll-out.
The company will battle for subscribers with leading telcos such as Bharti Airtel Ltd, Vodafone India Pvt
Ltd and Idea Cellular Ltd.

The Dominant Players

 Bharti Airtel --- 23% Market Share

 Vodafone India --- 18% Market Share
 Idea Cellular --- 15% Market Share
 Reliance Communications --- 12% Market Share
 BSNL --- 10% Market Share
 Aircel --- 8% Market Share
 TATA Infocomm --- 7% Market Share
 Others --- 7% Market Share

16
 CHAPTER-5 SCOPE AND LIMITATION OF THE STUDY

SCOPE

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

The study makes effort to ascertain the satisfaction level of customer of Reliance JIO.Through
survey So that company would be able to come up to the expectation level of its customer.

The company can come up to the expectation only by finding out the problem that customer are
facing during their purchase of Reliance JIO products.

The subject has been taken for the research as it plays key role in the success of Telecom sector.

No company can think of selling their product without having satisfied customer. No company
can survive in long run without coming up to the satisfaction level of customer.

In short it is the level of satisfaction that is link between end-user and company. As long as the
company is able to satisfy its customer, customer would remain in the bracket of loyal customer.

Hence it is very essential to understand the customer satisfaction and to measure the satisfaction
level time to time as there is always scope of improvement.

The research will also be beneficial in analyzing the overall market position of the company and
measures which should be adopted by the Reliance JIO to increase their market share in the
region of Muradnagar.

Even though, Reliance Jio network offers cost free services, the 100% satisfaction of its
customer is a doubtful one. Although the customers are availing Jio services, they spend some
amount for using other networks. If Reliance Jio fails to give the full satisfaction to its customer,
it is difficult to sustain its image in the systematic nation. Hence the study is undertaken for the
purpose of analyzing the satisfaction level of the customer of Jio network.

17
 LIMITATIONS

1. The first problem I faced is in getting the co-operation of the customers. Many of the
respondents I approached did not agree to the need and utility of the project and hence did not
agree to provide me with information.

2. The behavior of the customer is unpredictable which may result in the lacking of accuracy in the
data.

3. As the sample size of the survey was so small and comprise of only 300 customers, the results
may have some prone to errors.

4. Study accuracy totally based upon the respondents response.

5. Stipulated short span of time for survey.

18
 CHAPTER-6 RESEARCH METHODLOGY

RESEARCH DESIGN:
The purpose of the methodology is to design the research procedure. This includes the
overall design, the sampling procedure, the data collection method and analysis procedure.
Marketing research is the systematic gathering recoding and analyzing of data about problem
retaining to the marketing of goods and services.
The essential purpose of marketing research is to provide information, which will facilitate the
identification of an opportunity of problem situation and to assist manager in arriving at the best
possible decisions when such situations are encountered.
Basically there are two types of researches, which according to their applicability, strength,
weaknesses, and requirements used before selecting proper type of research, their suitability
must be seen with respect to a specific problem two general types of researches are exploratory
and conclusive.
1. Conclusive Research:
It is also known as quantitative research; it is designed to help executives of action that is to
make decision.
When a marketing executive makes a decision are course of action is being selected from among
a number of available. The alternatives may be as few as two or virtually infinite. They may be
well defined or only vaguely glimpsed.
Conclusive research provides information, which helps the executives make a rational decision.
In some instances, particularly if any experiment is run, the research may come close to
specifying the precise alternatives to choose, in their cases especially with descriptive studies the
research will only particularly clarify the situation and much will be left to the executive’s
judgment.

19
 The type of research here is “Descriptive Research Design”. This kind of design is used for
more precise investigation or of developing the working hypothesis from an operational point of
view. It has inbuilt flexibility, which is needed because the research problem, broadly defined
initially, is transformed into one with more precise meaning in exploratory studies, which in fact
may necessitate changes in research procedure for gathering relevant data.

The characteristic features of research are as follows: –

 Flexible Design
 Non-Probability Sampling Design
 No pre-planned design for analysis
 Unstructured instruments for collection of data
 No fixed decisions about the operational procedures
Sample Size

Sample size refers to the numbers of respondents researcher have selected for the survey.

I have selected 300 sample units from market and individual customers.

Sampling Technique

The sample design provides information on the target information and final sample sizes. I
used conveyed convenient sampling surveyed in research.

Sampling Area:

While conducting sample,I went many places of Muradnagar areas-Railway road,

Kasba road,Rawli road,Sarna road,Sainthali,Duhai etc.

Data collection tool

I have used Questionnaire, as the research instrument to conduct the market survey. The
questionnaire consisted closed ended questions designed in such a way that it should gather
maximum information possible.

20
The questionnaire was a combination of 15 questions. If choices are given it is easier for the
respondent to respond from the choices rather they think and reply also it takes lesser time.
Because the keep on responding and one has tick mark the right choice accordingly.

Data was collected through two sources:

Primary Source: Primary data was collected directly from the customers through a questionnaire.

Secondary Source: The secondary source was the company website and my colleagues.

Method of sampling

Convenient sampling is used to do sampling as all the customers in the sites are Surveyed..

Data Analysis

Data analysis was done mainly from the data collected through the customers. The data

Collected from secondary sources is also used to analyse on one particular parameter.

Qualitative analysis was done on the data collected from the primary as well as secondary

Sources.

21
 CHAPTER-7 ANALYSIS AND INTERPRETATION

TABLE
 Age group of respondents

Age % of respondents No. of respondents

20-25 20% 60

25-30 26.66% 80

30-35 30% 90

Above 35 23.33% 70

Sales
20%
23.33%
20-25
26.66% 25-30
30% 30-35
Above 35

INTERPRETATION:

 20% of the respondents are between the age group 20 – 25.

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

22
 TABLE

 Occupation of the respondents

Occupation % of respondents No. of respondents

Students 16.66% 50

Business man 30
26.66%

Private employees 30% 90

Govt. employees 26% 80

Sales

16.66%
26%
Students
Business man
Private employees
26.66%
Govt. employees
30%

INTERPRETATION:

 16.66% of the respondents are Students.

 26.66% of the respondents are Businessmen.
 30% of the respondents are from Private employees.

23
  26% of the respondents are Govt.Services
TABLE 1:

1.Do you have a mobile phone?

a)yes

b)No

Mobile users % of respondents No. of respondents

Yes 100% 300

No 0% 0

Sales
0%

Yes
No

100%

INTERPRETATION:

 100% of the respondents are Mobile users.

24
 TABLE 2:

2.Are you aware about Reliance JIO?

a)Yes

b)No

Awareness % Of respondents No. of respondents

Yes 93.33% 280

No 6.66% 20

Sales
6.66%

yes
No

93.33%

INTERPRETATION:

 93.33% of respondents are aware about Reliance JIO.

 6.66% of respondents are not aware about Reliance JIO

25
 TABLE 3:

3.which operator’s service do you use?

1.Airtel

2.Reliance JIO

3.Idea

4. Vodafone

Operator user % of respondents No. of respondents

Airtel 30% 90

Reliance JIO 23.33% 80

Idea 20% 60

Vodafone 26.66% 70

Sales
26.66% 30% Airtel
Reliance JIO
Idea
20%
23.33%

INTERPRETATION

 30% of respondents are Airtel users

 23.33% of respondents are Relianc JIO users.
 20% of respondents are Idea users.
 26.66% of respondents are Vodafone users.
TABLE 4:

26
4.What is your average monthly expenditure on mobile (in RS)?

a)Rs100-Rs200

B)Rs200-Rs300

c)Rs300-Rs400

d)Above Rs500

Expenditure (Rs) % of respondents No. of respondents

Rs100-Rs200 35.71% 100

Rs200-Rs300 32.14% 90

Rs300-Rs400 28.57% 80

Above Rs500 10.71% 30

Sales
10.71%
35.71% Rs100-Rs200

28.57% Rs200-Rs300
Rs300-Rs400
Above 500

32.14%

INTERPRETATION:

 35.71% of respondents are monthly expenditure on mobile.

 32.14% of respondents are monthly expenditure on mobile.
 28.57% of respondents are monthly expenditure on mobile.
 10.71% of respondents are monthly expenditure on mobile.
TABLE 5:

27
5.From which source you came to know about Reliance JIO?

a)News paper

b)Advertisement

c)Mouth publicity

d)Hoardings

Sources % of respondents No. of respondents

News paper 32.14% 90

Advertisement 21.42% 60

Mouth publicity 28.57% 80

Hoarding 17.85% 50

Sales
17.85%
32.14% News paper
Advertisement
Mouth publicity
28.57%
Hoarding
21.42%

INTERPRETATION:

 32.14% of respondents are known by News paper.

 21.42% of respondents are known by Advertisement.
 28.57% of respondents are Mouth publicity.
 17.85% of respondents are Hoardings.
TABLE 6:

28
6.Since how long you are using Reliance JIO services?

a)Less than one month

b)2-3 months

c)4-5 months

d)Non user

Users % of respondents No. of respondents

Less than one month 42.85% 30

2-3 months 35.71% 25

4-5 months 14.28% 15

Non users 0% 0

Sales
14.28% 0%
Less than one month
2-3 months
42.85%
4-5 months
35.71% Non users

INTERPRETATION:

 42.85% of respondents are user of

 35.71% of respondents are user of 2-3 months.
 14.28% of respondents are user of 4-5 months.
 0% of respondents are Non user.

TABLE 7:

7. Which feature of Reliance jio convinced you to use this?

29
a)Connectivity

b) Schemes

c) Advertisements

d)Goodwill

Convincing factor % of respondents No. of respondents

Connectivity 21.42% 15

Scheme 57.14% 40

Advertisement 14.28%% 10

Goodwill 7.14% 5

Sales
7.14%
21.42%
14.28% Connectivity
Scheme
Advertisement
57.14%

INTERPRETATION:

 21.42% of respondents are convinced with connectivity.

 57.14% of respondents are convinced with scheme.
 14.28% of respondents are convinced with Advertisement.
 7.14% of respondents are convinced with goodwill.

TABLE 8:

8.Which service do you like most while using the Reliance jio services?

30
a)Data services

b)Call rate

c)Network coverage

d)Value added services

services % of respondents No. of respondents

Data services 50% 35

Call rate 28.57% 20

Network coverage 14.28% 10

Value added services 7.14% 5

Sales
7.14%
14.28% Data services
Call rate
50% Network coverage

28.57% Value added services

INTERPRETATION:

 50% of respondents are in favour of Data services.

 28.57% of respondents are in favour of Call rates.
 14.28% of respondents are in favour of Network coverage.
 7.14% of respondents are in favour of Value added services.

TABLE 9:

9) Why did you choose this service provider

31
a).Unlimited calling services

b).Unlimited Data services

c).Unlimited sms services

d).All services

Choose the service % of respondents No. of respondents

Unlimited calling 14.28% 10

services

Unlimited Data 35.71% 25

services

Unlimited sms 7.14% 5

services

All services 42.85% 30

Sales
14.28%
Unlimited calling services
42.85% Unlimited Data services
Unlimited sms services
35.71%
All services

7.14%

INTERPRETATION:

 14.28% of respondents are chosen to Unlimited calling services.

 35.71% of respondents are chosen to Unlimited Data services..
 7.14% of respondents are chosen to Unlimited Sms services..
 42.85% of respondents are chosen to All services.
TABLE 10:

32
10.Do you call at customer care?

a)Yes

b)No

Respondents % Of respondents No. of respondents

Yes 100% 70

No 0% 0

If Yes,how often you call at customer care?

1.Daily

2.Once in week

3.Once in month

4.Rarely

Customer call % of respondents No. of respondents

Daily 28.57% 20

Once in week 50% 35

Once in month 14.28% 10

Rarely 7.14% 5

33
 Sales
7.14%
14.28% 28.57% Daily
Once in week
Once in month
50%
Rarely

INTERPRETATION:
 28.57% of respondents are made call customer care daily.
 50% of respondents are made call customer care weekly.
 14.28% of respondents are made call customer care monthly.
 7.14% of respondents are made call customer care rarely.

TABLE 11:

11.For what reason do you call customer care?

a)Value added services

b) Information regarding new schemes

c)Complaints

d)Other queries

Reason % of respondents No. of respondents

Value added services 21.42% 15

Schemes 57.14% 40

Complaints 7.14% 5

Queries 14.28% 10

34
 Sales
14.28%
21.42%
7.14% Value added services
Schemes
Complaints

57.14% Queries

INTERPRETATION:

 21.42% of respondents are made call for value added services.

 57.14% of respondents are made call for new schemes.
 7.14% of respondents are made call for complaints.
 14.28% of respondents are made call for other queries.

TABLE 12:

12. Are you satisfied with Reliance JIO services?

a)Yes

b)No

Satisfaction level % Of respondents No. of respondents

Yes 71.42% 50

No 28.57% 20

35
 Sales

28.57%
yes
no

71.42%

INTERPRETATION:

 71.42% of respondents are satisfied.

 28.57% of respondents are not satisfied.

TABLE 13:

13.What should be improved in Reliance JIO services

a)Improve in Network coverage

b)Remove calling congestion

c)Upgrade in Android version

d)Others

Improvement % of respondents No. of respondents

Improve in Network 9% 10
coverage

Remove calling congestion 8% 7

Upgrade in Android version 2% 3

Others 1% 2

36
 Sales
1%
2% Improve in Network
coverage
9% Remove calling congestion

8%
Upgrade in adroid version

INTERPRETATION:

 9% of srespondents are dissatisfied with poor network coverage.

 8% of respondents are dissatisfied with call drop.
 2% of respondents are dissatisfied with old version.
 1% of respondents are dissatisfied others.
TABLE 14:

14. Would you like to recommend others?

a)Yes

b)No

Recommendation % Of respondents No. of respondents

85.14%
Yes 60

No 14.28% 10

37
 85.14%
Sales
yes
No

14.28

INTERPRETATION:

 85.14% of respondents are recommended others.

 14.28% of respondents are not recommended others.

TABLE 15:

15.Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very Fairly Average Poor

good Good

Network 
Coverage

Data service 

Calling service 

Value added 
Services

Customer care 

New schemes 
and offers

38
 CHAPTER-8 FINDING, CONCLUSION AND SUGGESTION

FINDINGS

The following are the findings of the study.

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

2.Reliance JIO has wide market captured in Mayurbhanj.LYF handsets are highly demanded in
the market by its customers.

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

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

5.Reliance JIO is the market leader in Mayurbhanj areas,all the customers are preferred its
products & services.

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

7.Highly competition among other mobiles Samsung,Redmi,HTC. But LYF handsets are more
preferred by the customers.

8.Wide network coverage is available in Mayurbhanj areas.

9.LYF handsets are highly selling products in Mayurbhanj markets.Because unlimited 4G

schemes are considered by customers.

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

39
CONCLUSION

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

Reliance JIO possesses congestion free & wide network coverage, attractive 4G schemes &
customer services as well as lifetime roaming free services.

Providing customer satisfaction is the most crucial step of the company as they are to be satisfied
and provides Internet access on the move such as Wide network coverage and good 4G services
as they are important and technology advanced stuff required by almost everybody in today’s
environment,
Reliance JIO is a home brand company and a very emerging brand in India and will be
successful in overseas market in upcoming years. It possesses congestion free & wide network,
attractive 4G schemes & customer services to cover one of the widest areas.

From the details it can be concluded that 80% of Reliance JIO users preferred to remain with
Reliance JIO and fully stisfied. Also good number of customers who are willing to switch from
their respective subscribers showed interest in Reliance JIO.Reliance JIO is capturing the wide
area of Indian markets increasingly day by day.Hence, these statistics imply a bright future for
the company.It can be said that in near future, the company will be booming in the telecom
industry.

40
SUGGESTIONS

1.In today’s era the Reliance JIO must focus on rural areas to get the people attention and gather
the rural people interest.Because most of rural people are not having the knowledge about
Reliance JIO.

2.Spread out the awareness about Reliance JIO in deep rural areas.

3.Replenish the products on Retailer’s shop on right time,where it is lacking.

4.Remove(exterminate) the problem of calling congestion & call drop.

5.Make the advertisement of Reliance JIO by putting hoardings,boards,posters,and neon

(electric) sign boards in every areas.It should be highlighted punch line”LYF DEKHO LYF
JAISI”.

6.Get the feedback from existing customers about Reliance JIO and take the reference for
making new customers.

8.We should try building a good relationship with all retailers,praise,recognition & honour on
several occasion for our retailers would help a lot.

9.The customer care people and also employees in Reliance JIO should try to convey brand
Reliance JIO while talking to people.

10. Enhance the market penetration & shares in every market and give the high competition to
others company.

41
 CHAPTER-9 BIBLIOGRAPHY

 Referred Books:
 Kothari. C.R (2004): Research Methodology Methods & Techniques‟, New Age International
Publishers, New Delhi, 2nd Edition.
 Principles of Marketing –Philip Kotler & Kevin keller edition 12
 Market Research – D.D. Sharma
 Research Methodology – C.R. Kothari
 Books & magazine on mobile communication-Kamil Sh. Zigangirov.

 Articles:
 Mukesh Ambani's son Akash Ambani joins Reliance Industries; begins at telecom
arm Reliance Jio, The Economic Times
 Reliance Jio Infocomm launches 4G services for employees, The Economic
Times, December 27, 2015, retrieved December 29, 2015
 Reliance Industries buys 95% stake in IBnfotel Broadband for Rs 4,800 cr, The
Economic Times Business Line
 Reliance Jio employees to get freebies, discount on 4G service, Gadgets 360 -
NDTV, December 25, 2015, retrieved December 29, 2015
 Reliance to launch Jio by Dec, set to kick off pricing war, Business Standard

 Web Sites:
o www.JIO.com
o www.MYLYF.com
o www.google.com
o www.wikipedia.com

42
 ANNEXURE

NAME: ------------------------------------

AGE: ------------------------------------

SEX: ------------------------------------

OCCUPATION: - -----------------------------------

MOBILE NO: ------------------------------------

ADDRESS : ------------------------------------

Questionnaire

1.Do you have a mobile phone?

a)yes

b)No

2.Are you aware about Reliance JIO?

a)Yes

b)No

3.which operator’s service do you use?

a.Airtel

b.Vodafone

c.Idea

d.Reliance JIO

43
4.What is your average monthly expenditure on mobile (in RS)?

a)Rs100-Rs200

B)Rs200-Rs300

c)Rs300-Rs400

d)Above Rs500

5.From which source you came to know about Reliance JIO?

a)News paper

b)Advertisement

c)Mouth publicity

d)Hoardings

6.Since how long you are using Reliance JIO services?

a)Less than one month

b)2-3 months

c)4-5 months

d)Non users

7. Which feature of Reliance jio convinced you to use this?

a)Connectivity

b) Schemes

c) Advertisements

d)Goodwill

44
8.Which service do you like most while using the Reliance jio services?

a)Data services

b)Call rate

c)Network coverage

d)Value added services

9. Why did you choose this service provider

a).Unlimited calling services

b).Unlimited Data services

c).Unlimited sms services

d).All services

10.Do you call at customer care?

a)Yes

b)No

If Yes,how often you call at customer care?

1.Daily

2.Once in week

3.Once in month

4.Rarely

45
11.For what reason do you call customer care?

a)Value added services

b) Information regarding new schemes

c)Complaints

d)Other queries

12. Are you satisfied with Reliance JIO services?

a)Yes

b)No

13.What should be improved in Reliance JIO services

a)Improve in Network coverage

b)Remove calling congestion

c)Upgrade in Android version

d)Others

14. Would you like to recommend others?

a)Yes

b)No

46
 15.Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very Fairly Average Poor

good good


Network
Coverage


Data service


Calling service


Value added
services


Customer care


New schemes
and offers

47