A

DISSERTATION REPORT

ON
AN ANALYSIS OF

CUSTOMER SATISFACTION LEVEL OF RELIANCE JIO

CUSTOMERS

Submitted in the partial fulfillment of the Degree requirement of

MASTER OF BUSINESS ADMINISTRATION (MBA)

SESSION (2015-2017)

Submitted By: Faculty Guide:

Amrinder Singh Mr. Jaskaran Singh

MBA-(4 th sem) Assistant Professor

Roll No. 150600500001 Faculty of Management

SURAJMAL COLLEGE OF ENGINEERING & MANAGEMENT

KICHHA, DISTT U.S. NAGAR (U.K.) 263148
Affiliated to
UTTRAKHAND TECHNICAL UNIVERSITY, DEHRADUN

1
 Acknowledgement

This project report bears the imprint of those who had rendered their wholehearted support and
encouragement without whose help this effort of mine would be in vain. I express my deep sense
of gratitude and sincere thanks to my project guide Mr. Jaskaran Singh for his directions,
suggestion and information provided which were of utmost importance for the successful
completion of the project. I am thankful to the customers of Reliance Jio for providing me their
precious time for survey.
At last, I also thank to my family and my friends those helped me in the completion of
project.

AMRINDER SINGH

2
 Student’s Declaration

I, Amrinder singh hereby declare that the work presented in this report titled “An Analysis of
Customer Satisfaction level of Reliance jio Customers” in fulfillment of the requirements for
the award of degree of master of business Administration, submitted in the Faculty of
Management at Surajmal college of Engineering and management affiliated to Uttarakhand
Technical University , Dehradun, is an authentic record of my own research work under the
supervision of Mr. Jaskaran Singh. I also declare that the work embodied in the present report:
(1) Is my original work and has not been copied from any Journal/thesis/book, and
(2) Has not been submitted by me for any other Degree/Diploma in any University.

Name of student Name of Guide

Amrinder Singh Mr. Jaskaran Singh

Project coordinator
Mr. Jaskaran Singh

Head of Department
Ms. Amanpreet Kaur

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 EXECUTIVE SUMMARY

The growth in demand for telecom services in India is not limited to basic telephone services.
India has witnessed rapid growth in cellular, radio paging; value added services, internet and
global communication by satel item (GMPCS) services. The agents of change, as observed from
international perspective, have been broadly categorized into economic structure, competition
policy and technology. Economic reforms and liberalization have driven telecom sector through
several transmission channels of which these three categories are of major significance.

The effective research cannot be accomplished without critically studying what already exists in
the form of general literature and specific studies. Therefore, it is considered as an important pre-
requisite for actual planning and execution of research project. This helps to formulate
hypotheses and framework for further investigation. In this research, the survey of literature has
been classified into two parts - studies related to telecom sector and studies related to marketing
strategies.

The rapid growth in the telecom sector can be attributed to the various pro-active and positive
policy measures taken by the government as well as the dynamic and entrepreneurial spirit of of
the various telecom service providers both in private and public sector. The telecom sector has
shown impressive growth during the past decade.

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 CONTENTS

TITLE PAGE
TO WHOM IT MAY COCERN
ACKNOWLEDGEMENT
STUDENT DECLERATION
EXECUTIVE SUMMARY

TOPIC PAGE NO.

CHAPTER 1- INTRODUCTION OF PROJECT

1.1 INTRODUCTION OF PROJECT 2
1.2 OBJECTIVE OF THE STUDY 4
1.3 SCOPE OF THE STUDY 5

CHAPTER 2-
2.1 LITERATUREVREVIEW 7

CHAPTER 3- INDUSTRAY PROFILE

3.1 A BRIEF HISTORY OF TELECOM SECTOR IN INDIA 10
3.2 TELECOM SECTOR IN INDIA 11
3.3 TRAI 13

CHAPTER 4- COMPANY PROFILE

4.1 INTRODUCTION OF THE COMPANY 15
4.2 OPERATIONS 18
4.3 PRODUCTS AND SERVICES 19
4.4 PROBLEMS FACED BY JIO 21
4.5 SWOT ANALYSIS OF JIO 25

CHAPTER 5- RESEARCH METHODOLOGY

5.1 RESEARCH METHODOLOGY 27
5.2 RESEARCH DESIGN 27
5.3 DATA COLLECTION 28

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CHAPTER 6-
6.1 DATA ANALYSIS & INTERPRETATION 30

CHAPTER 7-
7.1 FINDINGS 47
7.2 SUGGESTIONS 48
7.3 LIMITATIONS 49
7.4 CONCLUSION 50

 BIBLIOGRAPHY 52
 ANNEXURE 53

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CHAPTER-1
Introduction of project
1. Introduction of the study
2. Objective of the study
3. Scope of the study

7
 Introduction of the study
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.

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

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 Objective of the study

 To know the customer satisfaction level and their perception regarding Reliance Jio.

 To know the customer awareness regarding the products and services of Reliance Jio.

 To know the preference of customers regarding the Value Added Services.

 To know the level of interest of customers regarding the upcoming product and
services of Reliance Jio.

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 SCOPE OF THE STUDY

The strength of any telecom company is its subscribers. They are the people who use the
products and services of the companies which are offered to them at a certain price. My research
can be helpful in the following manners:-
 Readers can get an idea about the Customer Satisfaction Level Regarding the Reliance
Jio.
 It helps me to know and understand the problems of customer regarding the various
telecom services.
 Organization can consider this report to improve customer satisfaction level with-in their
organization.
 Organization can also consider this report to check out their current marketing strategy
whether it is effective or not.

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CHAPTER-2
Literature review

12
 Literature Review

Requelme (2001) examined how much self knowledge consumers have when choosing
between different telecom service brands. The study was built upon six key attributes (
service features, connection fee, access cost, cell to cell phone rates, call rates and free
calls )related to mobile. The 97 research showed that consumers with prior experience
about a product can predict their choices relatively well , although respondents tended to
overestimate the importance of features, call rates and free calls and underestimate the
importance of a monthly access fee , mobile to mobile phones rates and the connection
fee. Mobile phone choice and use has also been found to be related to prior consumption
style.

Wilska (2003) according to survey of finish young people aged 16-20, it was found that
mobile phones choice and especially usage is consistent with respondents‟ general
consumption styles. The researcher showed that addictive use was common among
females and was related to trendy and impulsive consumption styles. Instead, males were
found to have more technology enthusiasm and trend – consciousness. These attributes
were then linked to impulsive consumption. the study concluded that genders are
becoming more alike in telecom service choice. Because individual differences in
consumption patterns are obviously identifiable.

Kalavani (2006) in their study analyzed that majority of the respondents have given
favorable opinion towards the services but some problems exist that deserve the attention
of the service providers. They need to bridge the gap between the services promised and
services offered. The overall customers‟ attitude towards cell phone services is that they
are satisfied with the existing services but still they want more services to be provided.

Kalpana and Chinnadurai (2008) in their study titled “Promotional Strategies of

Cellular Services: A Customer Perspective” analyzed that the increasing competition and
changing taste and preferences of the customer‟s all over the world are forcing

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companies to change their targeting strategies. The study revealed the customer attitude
and their satisfaction towards the cellular services in Coimbatore city.

Girish Taneja & Neeraj Kaushik (2009) conducted a study on “Customers perception
towards Mobile service providers: An analytical study” aims to deduce the factors that
customers perceive to be the most important while utilizing the services of a mobile
service provider.

Anita Seth (2010) in his study on “Quality of service parameters in cellular mobile
communication” developed a model of service quality and a set of dimensions for
comparative evaluation which could provide useful directions to regulators and service
providers.

Shirshendu Ganguli (2011) conducted a study on “Drivers of Customer Satisfaction in

Indian Cellular services Market “in which he discussed the impact of service quality and
features on customer satisfaction from the cellular users viewpoint.

J D Power(2012) conducted a study on “Customers increasingly want telecom services

and products to be bundled” based on responses collected from 11,911 customers
nationwide and examined the overall customer satisfaction on six factors – customer
service, reliability, billing, image, cost of service, offers & promotions.

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CHAPTER-3
Industry Profile

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 A brief history of Telecom sector in India

In the early 1990s, the Indian government adopted a new economic policy aimed at improving
India's competitiveness in the global markets and the rapid growth of exports. Key to achieving
these goals was a world-class telecom infrastructure.

In India, the telecom service areas are divided into four metros (New Delhi, Mumbai, Chennai
and Kolkata) and 20 circles, which roughly correspond to the states in India. The circles are
further classified under "A," "B" and "C," with the "A" circle being the most attractive and "C"
being the least attractive. The regulatory body at that time — the Department of
Telecommunications (DOT) — allocated two cellular licenses for each metro and circle. Thirty-
four licenses for GSM900 cellular services were auctioned to 22 firms in 1995. The first cellular
service was provided by, Modi Telstra in Kolkata in August 1995. For the auction, it was
stipulated that no firm can win in more than one metro, three circles or both. The circles of
Jammu and Kashmir and Andaman and Nicobar had no bidders, while West Bengal and Assam
had only one bidder each.

In 1996, the Telecom Regulatory Authority of India (TRAI) bill was introduced in the Lok
Sabha, and the president officially announced the TRAI ordinance on 25 January 1997. The
government decided to set up TRAI to separate regulatory functions from policy formulation,
licensing and telecom operations. Prior to the creation of TRAI, these functions were the sole
responsibility of the DOT.

High license fees and excessive bids for the cellular licenses put tremendous financial burden on
the operators, diverting funds away from network development and enhancements. As a result,
by 1999 many operators failed to pay their license fees and were in danger of having their
licenses withdrawn. In March 1999, a new telecom policy was put in place (New Telecom Policy
[NTP] 1999). Under this new policy, the old fixed-licensing regime was to be replaced by a
revenue-sharing scheme whereby between 8-12 percent of cellular revenue were to be paid to the
government.

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 Telecom sector in India

The year 2016 is a landmark year in the Indian telecoms industry. India is currently the world’s
second-largest telecommunications market and has registered strong growth in the past decade
and half. The Indian mobile economy is growing rapidly and will contribute substantially to
India’s Gross Domestic Product (GDP), according to report prepared by GSM Association
(GSMA) in collaboration with the Boston Consulting Group (BCG).

The liberal and reformist policies of the Government of India have been instrumental along with
strong consumer demand in the rapid growth in the Indian telecom sector. The government has
enabled easy market access to telecom equipment and a fair and proactive regulatory framework
that has ensured availability of telecom services to consumer at affordable prices. The
deregulation of Foreign Direct Investment (FDI) norms has made the sector one of the fastest
growing and a top five employment opportunity generator in the country.

Network Expansion: The total number of telephone subscriber in India crossed 1,074.24 million
users in 2016 from 281.62 million in January 2010.

TRAI report said that subscription in urban areas increased to 624.38mn at the end of September
2016, but the rural subscription fell from 450.41mn to 449.86mn.

Wireless service: With a net addition of 14.63 million subscribers during the quarter, total
wireless (GSM and CDMA technologies combined) subscriber base increased to 1,049.74
million at the end of September 2016, a growth rate of 1.41 percent over the previous quarter.

The year-on-year growth rate of wireless subscribers for September 2016 is 5.33 percent.

Wire line subscriber: The wire line subscriber base further declined from 25.74 million at the
end of June 16 to 24.49 million at the end of September 2016, registering a quarterly decline rate
of 1.01 percent. The year-on-year decline rate in wire line subscribers for 16 June is 5.62 percent.

Tele-density: The overall Tele-density in India increased from 82.54 at the end of Aug- 2016 to
84.09 at the end of Sep-2016. The share of urban subscribers and rural subscribers in total
number of telephone subscribers at the end of Sep-16 was 58.12% and 41.88% respectively.

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Increasing role of private sector: The fruits of the liberalization efforts of the Government are
evident in the growing share of the private sector. The private sector is now playing an important
role in the expansion of telecom services. The share of private sector in total telephone
connections is 90.86% as per the latest statistics available for October 2016 as against a mere
85% at the end of December 2009.

Tariff Rebalancing Measures: There has been a dramatic fall in the tariffs due to increased
competition. The minimum effective charges for local calls have fallen considerably in recent
months especially for cellular service. The long distance domestic as well as international
charges have also fallen considerably.

Telecom Regulatory Authority of India (TRAI): TRAI was established under the Telecom
Regulatory Authority of India Act, 1997 enacted on March 28, 1997. The goals and objectives of
TRAI are focused towards providing a regulatory framework that facilitates achievement of the
objectives of New Technology Policy (NTP) 1999. TRAI has endeavored to encourage greater
corporation in the telecom sector together with better quality and affordable prices.

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 TELECOM REGULATORY AUTHORITY OF INDIA (TRAI)

The entry of private service providers brought with it the inevitable need for independent
regulation. The Telecom Regulatory Authority of India (TRAI) was thus established with effect
from 20th February 1997 by an Act of Parliament, called the Telecom Regulatory Authority of
India Act, 1997. The main aim is to regulate telecom services, including fixation/revision of
tariffs for telecom services which were earlier vested in the Central Government. The TRAI Act
was amended by an ordinance, effective from 24 th January 2000, establishing a
Telecommunications Dispute Settlement and Appellate Tribunal (TDSAT) to take over the
adjudicatory and disputes functions from TRAI. TDSAT was set up to adjudicate any dispute
between a licensor and licensee, between two or more service providers, between a service
provider and a group of consumers, and to hear and dispose of appeals against any direction,
decision or order of TRAI.

INDIAN GOVERNMENT ACTS FOR REGULATION OF TELECOM

INDUSTRY

The various telecom related acts by the Department of Telecommunications India are:

 Indian Telegraph Act 1885: This act empowered the Government of India to take control
of the existing telegraph lines and lay down the necessary infrastructure for further
expansion of telecommunications in India.
 Indian Telegraph (amendment) Rules 2004: This act set the guidelines for the setup and
development of public telecom services in india.
 Indian Wireless Act 1993: According to this act wireless telecom services could be setup
only after due licensing from the Telegraphy Authority of India.
 Information Technology Act 2000: The act defines the information technology based
communications in India. Telecom Industry of India shown e-commerce way through this
act in a legal manner.
 Communication Convergence Bill 2001: This bill declared the establishment of
Communication Commission of India to regulate the transfer of all form of
communication including broadcasting, telecommunications and multimedia.

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CHAPTER-4
Company Profile

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 Company Profile

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.Formely 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.

21
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 fiber
connectivity, setup its internet point of presence, offer internet transit and peering services as
well as data and voice roaming services in Singapore.

R-Jio is also in the process of installing hundreds of monopoles, unlike the regular rooftop-
mounted telecom towers typically used by Telco’s, 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 fiber 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 Telco’s such as Bharti
Airtel Ltd, Vodafone India Pvt Ltd and Idea Cellular Ltd.

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Reliance Industries Chairman Mukesh Ambani committed an investment of Rs. 2,50,000 crores
on "Digital India" and said he expected the group's initiatives under it will create over 5,00,000
direct and indirect jobs.

"Digital India as company has seen empowers them to fulfill their aspirations. Reliance JIO has
invested over Rs. 2,50,000 crores across the Digital India pillars," Ambani said, adding: "I
estimate Reliance's 'Digital India' investments will create employment for over 5,00,000 people.
"Ambani said the launch of Digital India initiative was a momentous occasion in an information
age where digitization was changing the way one lives, learns, works and plays. It can transform
the lives of 1.2 billion Indians using the power of digital technology. And as well as "So 80
percent of the 1.3 billion Indians will have high-speed, mobile Internet. And by 2017, company
would cover 90 percent. And by 2018, all of India would be covered by this digital
infrastructure,"

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 OPERATIONS
In June 2015, Jio announced that it will start its operations all over the country by the end of
year. However, four months later in October 2015, the company's spokesmen sent out a press
release stating that the launch was postponed to the first quarter of the financial year 2016-2017.
Later in July, a PIL filed in the Supreme Court by an NGO called the Centre for Public Interest
Litigation, through Prashant Bhushan, challenged the grant of pan-India license to Jio by the
Government of India. The PIL also alleged that Jio was allowed to provide voice telephony along
with its 4G data service, by paying an additional fees of just 165.8 crore (US$25 million) which
was arbitrary and unreasonable, and contributed to a loss of 2,284.2 crore (US$340 million) to
the exchequer.
The Indian Department of Telecom (DoT), however, refuted all of CAG's claims. In its
statement, DoT explained that the rules for 3G and BWA spectrum didn't restrict BWA winners
from providing voice telephony. As a result, the PIL was revoked, and the accusations were
dismissed.

Beta Launch
The 4G services were launched internally to Jio's partners, its staff and their families on 27
December 2015. Bollywood actor Shahrukh Khan, who is also the brand ambassador of Jio, kick
started the launch event which took place in Reliance Corporate Park in Navi Mumbai, along
with celebrities like musician A.R. Rahman, actors Ranbir Kapoor and Javed Jaffrey, and
filmmaker Rajkumar Hirani. The closed event was witnessed by more than 35000 Reliance
Industries Limited employees some of whom were virtually connected from around 1000
locations including Dallas in the US.

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 Products and Services

Reliance Jio 4G Broadband

The company has launched its 4G broadband services throughout India in the first quarter of
2016 financial year. It was slated to release in December 2015 after some reports said that the
company was waiting to receive final permits from the government. Mukesh Ambani, owner of
Reliance Industries Limited (RIL) whose Reliance Jio is the telecom subsidiary, had unveiled
details of Jio's fourth-generation (4G) services on 12 June 2015 at RIL's 41st annual general
meeting. It will offer data and voice services with peripheral services like instant messaging, live
TV, movies on demand, news, streaming music, and a digital payments platform.
The company has a network of more than 250,000 km of fiber optic cables in the country, over
which it will be partnering with local cable operators to get broader connectivity for its
broadband services. With its multi-service operator (MSO) license, Jio will also serve as a TV
channel distributor and will offer television-on-demand on its network.

LYF Smartphone
In June 2015, Jio tied up with domestic handset maker Intex to supply 4G handsets enabled with
voice over LTE (VoLTE) feature. Through this, it plans to offer 4G voice calling besides rolling
out high-speed Internet services using a fiber network, in addition to the 4G wireless network.
However, in October 2015, Jio announced that it would be launching its own mobile handset
brand named LYF.
On 25 January 2016, the company launched its LYF Smartphone series starting with Water 1,
through its chain of electronic retail outlets, Reliance Retail. Three more handset models have
been released so far, namely Water 2, Earth 1, and Flame 1

Jionet Wi-Fi

Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free Wi-
Fi hotspot services in cities throughout India including Surat, Ahmadabad in Gujarat, and
Visakhapatnam in Andhra Pradesh, Indore, Jabalpur, Dewas and Ujjain in Madhya Pradesh,
select locations of Mumbai in Maharashtra, Kolkata in West Bengal, Lucknow in Uttar Pradesh,

25
Bhubaneswar in Odisha, Mussoorie in Uttarakhand, Collectorate's Office in Meerut, and at MG
Road in Vijayawada among others.

In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket stadiums
hosting the 2016 ICC World Twenty20 matches. Jionet was made available in Wankhede
Stadium (Mumbai), Punjab Cricket Association IS Bindra Stadium (Mohali), Himachal Pradesh
Cricket Association Stadium (Dharamshala), Chinnaswamy Stadium (Bengaluru), Feroz Shah
Kotla (Delhi), and Eden Gardens (Kolkata) in India

Jio apps

In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its upcoming
4G services. While the apps are available to download for everyone, a user will require a Jio SIM
Card to use them. Following is a list of the apps:

 MyJio - Manage Jio Account and Digital Services associated with it

 JioTV - A live TV channel service
 JioCinema - An online HD video library
 JioChat Messenger - An instant messaging app
 JioMusic - A music player
 Jio4GVoice (earlier JioJoin) - A VoLTE phone simulator
 JioMags - E-reader for magazines
 JioXpressNews - A news and magazine aggregator
 JioSecurity - Security app
 JioDrive - Cloud-based backup tool
 JioMoney Wallet - An online payments/wallet app

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 Problems Faced By Reliance Jio

Even though the sector has reflected promising growth, the teledensity in India still remains at a
very low level compared with international standards and thus providing tremendous opportunity
for future growth. In the medium-term, the industry is expected to continue to record good
subscriber growth as a result of low penetration levels, heightened competition; a sustained fall
in minimum subscription cost and tariff that increase affordability for lower-income rural users,
expansion of coverage area by mobile operators, and government support through schemes such
as the rural infrastructure roll out funded by subsidies from the Universal Service Obligation
(USO) Fund. The Indian telecom sector offers unprecedented opportunities in various areas, such
as rural telephony, 4G, virtual private network, value-added services, et al. Nonetheless, the lack
of telecom infrastructure in rural areas and falling ARPU of telecom service providers could
inhibit the future growth of the industry

Rapidly Falling ARPU (Average revenue per user):

The competitive intensity in the telecom industry in India is one of the highest in the world and
has lead to sustained fall in realisation for the service providers. Intense competitive pressure and
cut throat pricing has resulted in declining ARPUs. With increasing number of new entrants in
the telecom space the competitive intensity is likely to continue, putting further downward
pressures on the telecom tariffs. Thus, the telecom companies might have to grapple with further
decline in ARPUs, going forward.
Further, with the telecom companies moving their focus to the rural areas for driving the future
subscriber growth they might not witness a commensurate increase in revenues. In fact, the risk
of steep decline in ARPUs will increase going forward as the telecom companies penetrate rural
markets that are characterised by higher concentration of low-income, low-usage customers. A
higher-than-expected decline in ARPU poses a risk of reduction in margins of service providers.
Alternatively, telecom operators are turning their focus to steadily increasing the minutes of
usage (MoU) to counter the sustained fall in ARPUs. Likewise, the growth of the VAS is also
crucial for some improvement in the ARPUs of operators.

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Lack of Telecom Infrastructure:

Lack of telecom infrastructure in semi-rural and rural areas could be one of the major hindrances
in tapping the huge rural potential market, going forward. The service providers have to incur a
huge initial fixed cost to enter rural service areas. Further, as many rural areas in India lack basic
infrastructure such as road and power, developing telecom infrastructure in these areas involve
greater logistical risks and also extend the time taken to roll out telecom services. The lack of
trained personnel in the rural area to operate and maintain the cellular infrastructure, especially
passive infrastructure such as towers, is also seen as a hurdle for extending telecom services to
the under penetrated rural areas.

Rural Areas Continue to Remain Under Penetrated:

A rural teledensity of merely 15% point towards the fact that a majority of Indian population still
do not have access to telecom services. The rural India seems to have remained untouched by the
telecom revolution witnessed in the last few years. A huge 'digital divide', which is reflected by
the enormous difference of 74% between the urban and rural teledensity, reiterates this fact.
However, with the urban markets reaching a saturation point, the telecom service providers are
penetrating rural areas for driving future growth. Thus, the service providers entering new rural
markets might witness substantial increase in subscriber base. The expansion in the rural areas,
however, has increased the risk of further decline in the ARPUs. Nonetheless the revenue growth
from these regions is unlikely to match the surge in the subscriber base.

Excessive Competition:
Another major concern that has come to the forefront in the recent past has been heightened
competitive intensity in the industry that has correspondingly fuelled the price war between
industry players. The Indian wireless market is one of the world’s most competitive markets,
with 12 operators across 23 wireless ‘circles’ and 6 to 8 competing operators in each circle. The
auction of new 4G licences and the introduction of mobile number portability (MNP) are likely
to heat up competition in the industry, going forward.
Spectrum is the most important resource that is required for providing mobile services. Given
that spectrum is a finite resource, the availability of the same would be inversely proportional to

28
the number of operators. Thus, larger the number of service providers smaller will be the amount
of spectrum available to each of them.

Scarcity of spectrum leads to higher capex on deployment of mobile networks for the operators
as they need more cell sites to improve service quality. Further the growing usage of spectrum
and the resultant scarcity may lead to re-use of spectrum and increase chances of congestion in
networks leading to constraints on service quality.
Evidently, the competition in the industry is expected to intensify further with the entry of new
players, both domestic as well as foreign players. With the competitive intensity of the industry
already at such high levels new operators might find it difficult to gather significant share in
Indian telecom market. While the new players may benefit from a faster network rollout through
tower sharing, they will face challenges in terms of high subscriber acquisition costs and lower
ARPU customers.

Lower Broadband Penetration:

The Indian economy remains highly underpenetrated in terms of broadband connections. High
cost of devices (PC and laptop), high internet charges and lower wire line connections have been
some of the major factors inhibiting broadband penetration. Broadband is one of the key
catalysts for economic development and major initiatives by both the government and service
providers are needed to increase its penetration.

Spectrum Allocation
4G Spectrum availability is one of the major concerns for the industry. Lack of adequate
spectrum which is the most integral part of the mobile telephony sector could hamper its growth
severely. However, the spectrum allotment has been the most controversial issues in the Indian
telecom sector.
The smooth process of scheduled 4G spectrum allocation is likely to be one of the key factors
affecting the industry dynamics, going forward. Given the highly-competitive nature of the
Indian telecom industry on one hand, and limited licenses in the 4G network on the other, the
risk of excessive biding by the service providers has increased. Irrational bidding, especially in

29
some circles, might render 4G services financially-unviable. Further, there exists a risk of delay
in allotment of proposed spectrum to the service providers who have successfully bid for the 4G
spectrum

Other Growth Inhabiting Factors:

While the implementation of mobile number portability is likely to aid improvements in quality
of service, it is also likely to increase the churn out ratio significantly. The service providers are
likely to turn to the VAS as a service differentiator; however, widespread VAS deployment is
restricted due to language and illiteracy.
The deployment of 4G services is likely to help the emergence of new VAS. Mass acceptance
will be crucial for the success of 4G services in India. Comparatively higher cost of handsets
required for accessing 4G services is likely to be one of the major roadblocks in mass 4G
adoption in India.

30
 SWOT Analysis

Strength Weakness

 Strong backing of parent company ie  The ad campaign of Reliance Jio showing

Reliance Industries backed up Mukesh the PM was controversial
Ambani  Late entrant in the India market, i.e. it
 Excellent advertising and marketing of Jio would be challenging to increase market
helped the brand have a strong launch share significantly
 Innovative technology i.e. 4G LTE
services along with VoLTE
 Has a strong pan India presence with its
operations in more than 22 cirles

Opportunities Threats

 The company can offer telecom, call, data  Once free services are over, people would
services at competitive prices. not want to continue using Jio
 Reliance Jio can promote exclusive  Existing competitors have a strong
services like apps to attract consumers presence, and a loyal customer base, which
 Focus on customer service and MNP can would be difficult to address too.
help the brand overcome competition

31
CHAPTER-5
Research methodology

32
 RESEARCH METHODOLOGY

Research is a careful investigation or inquiry especially through search for new facts in branch
of knowledge: market research specifies the information. Required to address these issues:
designs the method for collecting information: manage and implements the data collection
process analyses the results and communicates the finding and their implications.

Research problem is the one which requires a researcher to find out the best solution for the
given problem that is to find out the course of action, the action the objectives can be obtained
optimally in the context of a given environment.

RESEARCH DESIGN

A framework or blueprint for conducting the research project, it specifies the details of the
procedures necessary for obtaining the information needed to structure and/or solve research
problems. A good research design lays the foundation for conducting the project. A good
research design will ensure that the research project is conducted effectively and efficiently.
Typically, a research design involves the following components, or tasks:

 Define the information needed.

 Design the research.

 Specify the measurement and scaling procedures.

 Construct and present a questionnaire or an appropriate form for data collection.

 Specify the sampling process and sampling size.

 Develop a plan of data analysis.

TYPES OF RESEARCH DESIGN USED

Exploratory research design is used to carry out the research.

33
Sample size –

100 customers were selected.

Sampling Unit –

Rudrapur

Sampling Technique –

Convenient sampling.

Data Collection

The objectives of the project are such that both primary and secondary data is required to
achieve them. So both primary and secondary data was used for the project. The mode of
collecting primary data is questionnaire mode and sources of secondary data are various
magazines, books, newspapers, & websites etc.

1. Primary Data: The primary data was collected to measure the customer satisfaction and
their perception regarding Reliance Jio. The primary data was collected by means of
questionnaire and analysis was done on the basis of response received from the customers. The
questionnaire has been designed in such a manner that the consumer’s satisfaction level can be
measured and consumer can enter his responses easily.

2. Secondary Data: The purpose of collecting secondary data was to achieve the objective of
studying the recent trends and developments taking place in banking.

Data Analysis and Interpretation-

After the data collection, it was compiled, classified and tabulated manually and with help of
computer. Then the task of drawing inferences was accomplished with the help of percentage
and graphic method.

34
CHAPTER-6
Data Analysis and Interpretation

35
Demographic Segmentation:
Gender:

Gender

44
Male
Female
56

Age Group:

No of respondent

18-20
21-25
26-30
30-40
Above 40

36
Occupation:

No.of Respondent

Student
Service
Professional
Home Maker
Unemployed

User Type:

No. of Respondents
4

Prepaid
Postpaid

96

37
1. From where have you purchased your Jio sim card?

Location No. of Respondents % of Respondents

Jio Digital Store 16 16%
Retailer 60 60%
Home Delivery 0 0%
Canopy 24 24%

No. of Respondents

16
24

Jio Digital Store

Retailer
Home delivery
Canopy

60

Interpretation: From the above graph it is clear that majority of customers has
purchased their Jio sim connection from the Retailer i.e., 60%; 24% prefers to Canopy
and the rest 16% went to the Jio digital store.

38
2. How many other members in your family uses Jio Sim cards?

No. of Members No. of Respondents % of Respondents

One 56 56
Two 16 16
Three 16 16
More 12 12

No. of Respondents
60

50

40

30
No. of Respondents

20

10

0
One Two Three More

Interpretation: 56% respondents had said that there is only one sim connection in their
family and 16% respondents said there are two sim connections in their family as well as
three connections in other 16% respondents, rest 12% has more than 3 sim connections.

39
3. How long you have been using this sim?

Time Duration No. of Respondents % of Respondents

From its launch date 22 22
2 Months 10 10
4 Months 24 24
6 Months 44 44

No. of Respondents
50
45
40
35
30
25
20 No. of Respondents

15
10
5
0
From its launch 2 Months 4 Months 6 Months
date

Interpretation: 22% respondents had purchased jio sim connections from its launch
date. 10% and 24% respondents had purchased after 2 months and 4 months ago
respectively. Rest 44% purchased 6 months ago.

40
4. Reasons for the selection of Reliance Jio?

Reasons No. of Respondents % of Respondents

Internet 60 60%
Better Network 12 12%
VoLTE 20 20%
Better VAS 8 8%

No of Respondents
70

60

50

40

No of Respondents
30

20

10

0
Internet Better Network VoLTE Better VAS

Interpretation: 60% respondents purchased their jio sim for the purpose of internet
where as 12% and 20% respondents purchased it due to better network and VoLte and
the rest 8 percent purchase it due to better value added services.

41
5. Have you become the part of Prime membership of Jio?

Response No. of Respondents % of Respondents

Yes 72 72%
No 28 28%

No. Of Respondents

28

Yes
No

72

Interpretation: 72% of the respondents had become the part of the Prime
membership of jio where as rest 28% are not interested.

42
6. Have you become the part of “Summer Surprise / Dana Dan” offer
by Jio?

Response No. of Respondents % of Respondents

Yes 70 70%
No 30 30%

No. of Respondents

30

Yes
No

70

Interpretation: 70% respondents had become the part of the summer surprise offer
where as rest 30% had not shown their interest yet.

43
7. Rate the following services as per your satisfaction level?
(Where 5 stands for Highly satisfy and 1 Stands for Highly dissatisfy)

Services 1 star 2 Star 3 Star 4 Star 5 Star

VoLTE - 10 10 40 40
Network 4 10 16 20 50
Internet 6 - 6 24 64
VAS - 8 32 40 20

( The numeric shows the number of Respondents who rated the services)

70

60

50
1 star
40 2 star
3 star
30
4 star

20 5 star

10

0
VoLTE Network Internet VAS

Interpretation:

1. VoLTE: Most of the customers are satisfy with the VoLTE feature service of Jio
only few respondents are Neutral and some of them are dissatisfy.
2. Network: Maximum of the respondents are highly satisfy with the network of Jio
whereas few are neutral and dissatisfy.
3. Internet: Maximum of the respondents are highly satisfy with the internet service
of Jio only few are dissatisfy.
4. VAS: Most of the respondents are satisfy with VAS of Jio whereas few are not.

44
8. Are you satisfied with the customer support of your Telecom
operator?
(Where 5 stands for Highly satisfy and 1 Stands for Highly dissatisfy)

1 star 2 star 3 star 4 star 5 star

No. of Respondents 12 2 8 18 60

70

60

50
1 star
40 2 star
3 star
30
4 star

20 5 star

10

0
No. of Respondents

Interpretation: Most of the respondents are highly satisfy with the customer support
of Reliance Jio, whereas only few are highly dissatisfy and few are neutral also.

45
9. How many times did you contact Customer support before your
problem was solved?

Times No. of Respondents % of Respondents

Once 80 80%
Twice 12 12%
Three time 4 4%
More than three time 4 4%

No of Respondents
90
80
70
60
50
40 No of Respondents
30
20
10
0
Once Twice Three time Moe than three
time

Interpretation: 80% of the respondents had said that they got best customer support
from jio, where as 12% are quite satisfied with its customer support. 4% respondents
had said they made contact with customer support 3 times for a single issue and rest
4% required to contact customer support more than 3 times.

46
10.Are you loyal towards your Jio Brand?

Response No. of Respondents % of Respondents

Yes 80 80%
No 20 20%

No of Respondents

20

Yes
No

80

Interpretation: From the above graph it is clear that maximum customers are
satisfied with the services of reliance jio and 80% of the respondents are loyal
towards the brand and rest 20% had not shown their interest.

47
11. Would you like to recommend Jio to your family, friend or relative?

Response No. of Respondents % of Respondents

Yes 84 84%
No 16 16%

No of Respondents

16

Yes
No

84

Interpretation: From the above doughnut graph it is clear that majority of the
customers i.e., 84% will recommend Jio to their family, friends and relatives. And the
rest are not interested.

48
12. Do you think that TRAI’s obligation on Jio summer surprise offer is
right?

Response No. of Respondents % of Respondents

Yes 15 15%
No 85 85%

No of respondents

15

Yes
No

85

Interpretation: from the above graph it is clear that 85 respondents are against of the
TRAI’s obligation on the Jio summer surprise offer where as the rest 15% are in favor
of TRAI’s obligation.

49
13. Are you aware with the other Jio products and services?

Products & Services No of respondents % of Respondents

JioFi Devive 80 80%
Jio handset(LYF) 66 66%
Jio Apps 85 85%
Jio DTH (upcoming) 72 72%

No of Respondents
90

80

70

60

50

40 No of Respondents

30

20

10

0
Jiofi device Jio handset Jio apps Jio DTH

Interpretation: The majority of the customers is aware with the Jio apps and Jiofi
Device i.e., 85 and 80% respectively. Whereas 72% are aware about the the Jio DTH
(upcoming) and 66% are aware of Reliance jio Handset

50
14. Which upcoming product/service of Jio is most awaited for you?

Product/services No of Respondents % of Respondents

Jio DTH 55 55%
Jio laptop 14 14%
Jio Broadband 31 31%

60

50

40

Jio DTH
30
Jio laptop
Jio Broadband
20

10

0
No of respondents

Interpretation: On the basis of above graph majority of the customers i.e., 55% is
waiting for the Jio DTH where as 31% are waiting for Jio Broadband servive and the
rest 14% are waiting for Jio Laptop.

51
CHAPTER-7
Findings, Suggestions, Limitations
& Conclusion

52
 Findings

 Majority of the customers are using Prepaid connection of reliance Jio whereas only few
customers are using postpaid connection.
 Majority of the customers had purchased their jio sim connection from the Retailer and
very few prefer to the Canopy and Reliance digital Store.
 Majority of the customers had brought one sim card and rest few respondents had 2 or
more than 2 sim cards.
 Most of the customers had purchased their jio sim for the purpose of internet and few had
purchased for VoLTE and Better network VAS.
 Most of the customers had become the part of the the Jio prime, jio summer surprise and
jio dana dan offer, Only few customers had not shown their interest towards these offers.

 Majority of the customers had given a 5 star and 4 star rating to the various services of
Jio such as VoLTE, Internet, Network and VAS. It shows the high satisfaction level of
customers.
 Maximum customers said that they are highly satisfied with the customer support of Jio
and their problem has been solved in a single call.
 Maximum customers are satisfied and loyal towards the Jio and also shown their interest
in the recommendation of Jio to others.
 The TRAI’S obligation on jio summer surprise offer is highly criticized by Jio customers.
 Majority of the customers is aware about the various products and services of reliance Jio
and are waiting of the upcoming products and services of Jio.

53
 Suggestions

 Reliance Jio should reduce its call drop limit which is highly recommended by its users.

 Jio should take a look at delay in call connecting with other operators.

 In some areas network quality is good but internet speed is weak, Jio should consider it.

 Jio should also expand its network Base.

 Jio should expand their retail outlets.

 Jio should always try to provide economical plans.

54
 Limitations of the Study

It is said, “Nothing is perfect” and if the quite is true, I am sure that there would be few
shortcoming in this project also. Sincere efforts have been made to eliminate discrepancies as far
as possible but few would have reminded due to limitations of the study. These are:

 The research was carried out in a short period.

 Limited sample size.

 The information given by the respondent might be biased some of them might not be
interested to give correct information.

 Some of the respondents of the survey were unwilling to share information.

55
 Conclusion

At last I would like to conclude that Reliance JIO has become a very successful brand in India &
providing customer satisfaction is to be there main motive. 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.
From the details it can be concluded that 80% of Reliance JIO users preferred to remain with
Reliance JIO and fully satisfied. 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 boom in the telecom
industry.

56
CHAPTER-8
Reference
 Bibliography
 Annexure

57
 Bibliography
Books:
 Kothari. C.R (2004): Research Methodology Methods & Techniques‟, New Age International
Publishers, New Delhi, 2nd Edition.
 Books & magazine on mobile communication-Kamil Sh. Zigangirov.
 Principles of Marketing –Philip Kotler & Kevin keller edition 12

Articles:
 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 to launch Jio by Dec, set to kick off pricing war, Business Standard

 Reliance Jio employees to get freebies, discount on 4G service, Gadgets 360 - NDTV,
December 25, 2015, retrieved December 29, 2015.
Websites:
 https://en.wikipedia.org/wiki/Jio
 http://www.mbaskool.com/brandguide/telecom-service-providers/16942-
reliance-jio.html
 http://www.ril.com/
 http://www.jio.com/
 http://www.businesstoday.in/sectors/telecom/9-products-reliance-jio-
offers-other-than-sim-cards/story/241985.html

58
 Annexure

Dear Respondent,

Hello and thank you for agreeing to participate in this survey.

I am student of MBA programme from Surajmal College of Engineering And Management
Kichha (U.S. Nagar) Uttarakhand, Semester-IV. As a part of our study, we are required to
prepare a Research report on “Customer Satisfaction towards Reliance Jio Telecom”. So I seek
your kind help to assist me by answering few questions.

This study is meant to find the Satisfaction from Reliance Jio. The results that will be obtained
here are purely for educational purposes and will in no other circumstance be used for any form
of profit, authorized or unauthorized.
Thanking you,
Amrinder Singh
MBA Marketing

Name:
Demographic Information:
Gender: [ ] Male [ ] Female

Age: [ ] 18 – 20 years [ ] 21 – 25 years

[ ] 26 – 30 years [ ] 30 – 40 years
[ ] above 46 years

Occupation: [ ] Student [ ] Service

[ ] Professional [ ] Home maker
[ ] Unemployed

NOTE: Please tick mark () in appropriate boxes to provide your opinion.
If applicable, tick () for more than one option.

 You are a user of…

A) Prepaid B) Postpaid

1) From where have you purchased your Jio sim card?

a) Jio Digital store b) Retailer

c) Home delivery d) Canopy

2) How many other members in your family uses Jio Sim cards?
a) One b) Two
b) c) Three d) More

59
3) How long you have been using this sim?

a) From its launch date b) 2 months

c) 4 months d) 6 months

4) Reasons for the selection of Reliance Jio?

5)
a) Internet b) Better Network
c) VoLte d) Better Value added service

6) Have you become the part of Prime membership of Jio?

a) Yes b) No

7) Have you become the part of “Summer Surprise / Dana Dan” offer by Jio?

a) Yes b) No

8) Rate the following services as per your satisfaction level?

a) VoLte
b) Network
c) Internet
d) VAS
(Rate the service upto 5 where 5 is highly satisfied and 1 is highly dissatisfied)

9) Are you satisfied with the customer support of your Telecom operator?

…..
(Rate the service upto 5 where 5 is highly satisfied and 1 is highly dissatisfied)

10) How many times did you contact Customer support before your problem was solved?

a) Once b) Twice
c) Three times d) more than three time

11) Are you loyal towards your Jio Brand?

a) Yes b) No

12) Would you like to recommend Jio to your family, friend or relative?

a) Yes b) No

60
13) Do you think that TRAI’s obligation on Jio summer surprise offer is right?

a) Yes b) No

14) Are you aware with the other Jio products and services?

a) Jiofi device b) Jio Handsets(Lyf)

c) Jio apps d) Jio DTH service(upcoming)

15) which upcoming product/service of Jio is most awaited for you?

a) Jio DTH
b) Jio Laptop
c) Jio Broadband

Thank you for giving your precious time for this survey.

61