CUSTOMER SATISFACTION LEVEL

TOWARDS RELIANCE JIO

In Reliance Jio Store, Dehradun

By:- Kartik Patwal
Introduction to the topic
 CUSTOMER SATISFACTION
Customer satisfaction, a business term, is a
measure of how products and services
supplied by a company meet or surpass
customer expectation. Customer satisfaction
is defined as "the number of customers, or
percentage of total customers, whose
reported experience with a firm, its products,
or its services (ratings) exceeds specified
satisfaction goals."
 It is seen as a key performance indicator
within business and is part of the four of a
Balance Scorecard. In a competitive
marketplace where businesses compete for
customers, customer satisfaction is seen as a
key differentiator and increasingly has
become a key element of business strategy.
CUSTOMER SATISFACTION IN 7 STEPS
 Encourage Face-to-Face Dealings
 Respond to Messages Promptly & Keep Your Clients

Informed
 Be Friendly and Approachable
 Have a Clearly-Defined Customer Service Policy
 Attention to Detail
 Anticipate Your Client's Needs & Go Out Of Your Way to

Help Them Out

 Honor Your Promises
Company Profile
JIO
Reliance Jio Infocomm Limited, doing business as Jio, is
a LTE mobile network operator in India. It is a wholly
owned subsidiary of Reliance Industries headquartered
in Mumbai, that provides wireless 4G LTE service network
(without 2G/3G based services) and is the only
100% VoLTE (Voice over LTE) operator in the country, with
coverage across all 22 telecom circles in India.
The services were first beta-launched to Jio's partners
and employees on 27 December 2015 on the eve of 83rd
birth anniversary of late Dhiru Bhai Ambani, founder of
Reliance Industries and later services were commercially
launched on 5 September 2016.
Research Methodology
OBJECTIVES OF THE STUDY

 To analyze the problem faced by customers.

 To collect the data bases of different age group of
customers interested in Reliance Jio Sim.
 To study the preference of Reliance Jio Sim.
 To motivate the customers to take Reliance Jio Sim.
 To analyze the satisfaction level of customer
towards Reliance Jio Sim.
 To study and analyze customer perception towards
Reliance Jio Sim.
 KIND OF RESEARCH
The research done by
QUANTITATIVE AND QUALITATIVE RESEARCH
 Sample Design:
 A complete interaction and enumeration of all the employees was

not possible so a sample was chosen that consisted of 100

employees. The research was taken by necessary steps to avoid
any biased while collecting the data
 Sample Size: 100
 Sample area: Dehradun
 Tools of Analysis:
 The data collected from both the sources is analyzed and

interpreted in the systematic manner with the help of statistical

tool like percentages.
 Questionnaire
Ques 1: Are you satisfied Reliance Jio?
 
a) Strongly Dissatisfied b) Dissatisfied c) Neutral
d) Satisfied e) Strongly Satisfied
Ques 2: Is Reliance Jio is your first Preference ?
 
a) Strongly Dissatisfied b) Dissatisfied c) Neutral
d) Satisfied e) Strongly Satisfied
Ques 3: Co-operative attitude of the staff while communicating?
 
a) Strongly Dissatisfied b) Dissatisfied c) Neutral
d) Satisfied e) Strongly Satisfied
Ques. 4 From which source you came to know about Airtel?
a) News paper
b) Advertisement
c) Mouth publicity
d) Hoardings
Ques5: Easy availability of Sim Card?
 
a) Strongly Dissatisfied b) Dissatisfied c) Neutral
d) Satisfied e) Strongly Satisfied
Ques6:Good at handling queries ?
 
a) Strongly Dissatisfied b) Dissatisfied c)
Neutral
d) Satisfied e) Strongly Satisfied
 
Ques 7: Are you satisfied by the Activation of New Sim ?
 
a) Strongly Dissatisfied b) Dissatisfied c)
Neutral
d) Satisfied e) Strongly Satisfied
Ques8 : Less formality required to take new Sim Card.
 
a) Strongly Dissatisfied b) Dissatisfied c)
Neutral
d) Satisfied e) Strongly Satisfied
Ques9 : Availability of Sim Card at other store also expect Reliance Express ?
 
a) Strongly Dissatisfied b) Dissatisfied c)
Neutral
d) Satisfied e) Strongly Satisfied
Ques 10: How is the Network of Reliance Jio sim card ?
 
a) Strongly Dissatisfied b) Dissatisfied c)
Neutral
d) Satisfied e) Strongly Satisfied
 

Ques 11:Satisfied with new facility given by the Jio sim ?

 
a) Strongly Dissatisfied b) Dissatisfied c)
Neutral
d) Satisfied e) Strongly Satisfied
Ques 12: Satisfied with the speed of the Internet?
 
a) Strongly Dissatisfied b) Dissatisfied c)
Neutral
d) Satisfied e) Strongly Satisfied
Ques 13. Why did you choose this service provider
a) Unlimited calling services
b) Unlimited Data services
c) Unlimited sms services
d) All services
 SUGGESTIONS
◦ 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.
◦ Spread out the awareness about Reliance Jio in deep rural areas.
◦ Replenish the products on Retailer’s shop on right time, where it is
lacking.
◦ Remove (exterminate) the problem of calling congestion & call drop.
◦ Get the feedback from existing customers about Reliance Jio and take
the reference for making new customers.
◦ We should try building a good relationship with all retailers, praise,
recognition & honors on several occasions for our retailers would help a
lot.
◦ The customer care people and also employees in Reliance Jio should try
to convey brand Reliance Jio while talking to people.
◦ Enhance the market penetration & shares in every market and give the
high competition to others company.
CONCLUSIONS
 Marketing strategy adopted by the company is very good. They attracts
customer by providing different schemes to the customer.
 Speed of the internet is also 4G which is very good and preference of
customer toward Jio sim is also very good.
 Other services are also very good like Jio TV, Jio Money. Jio free calling
facility is also attract customers.
 Over the last few decades companies have increasingly begun to realize
the importance of customer satisfaction. Where trading environments
have become saturated and customers increasingly hard to come by,
customer retention has become imperative as the customer-to-
business level in the Indian context, the disconfirmation paradigm is
still the predominant paradigm influencing the customer satisfaction
process.
 So last we can say that for the JIO Preview Offer to succeed they must
pay close attention to the revealed choice criteria of the customer in
their decision making activity.