Consumer preference on India's Best Network

AIRTEL & JIO

Submitted to : Dr Shikha Gera

Submitted by : Md Imbesatul haque
Course : BBA
Semester : 4th
Section : B
Enrollment No : 2019-334-077
 Chapter 1

Reliance Jio infoocomm ltd doing as jio , is an indian

telecommunications company and a subsidiary of jio platform ,
headquarter in Mumbai , Maharashtra india . It operates a national
LTE network with coverage across all 22 telecom circles . It does not
offer 2G or 3G services , and instead uses only voice over LTE to
provide voice service on its 4G network . Jio is subsidiary of reliance
Industries . Founded in 15th Feb 2007. Jio soft lunched on 27
december 2015 with a beta for partners and employees , and
become publicly available on 5 September 2016. It is the largest
mobile network operator in the world with over 41.08 crore
Subscribers . In september 2019 , Jio lunched a fiber to the home
service offering home broadband , television and telephpne
service .As of september 2020, Reliance Industries has raise nearly
33% equity stake in jio platform . Spectrum Frequency holding
summary Jio owns spectrum in 850 MHZ and 1800 MHZ bands in
india’s 22 circle , and also owns pan india licensed 2300 MHZ
spectrum . The spectrum is valid until 2035 .

Partnerships Jio shares spectrum with reliance communications .

The sharing deal is for 800MHZ band across seven circle other than
the 10 circle for which jio already Owns . Sep 2014 – Acquired
undisclosed stake in airspan network for USD 5mn . Deploys
airspan’s small cells through out the network roll out pjase . Sep
2016- Jio signed a pact with BSNL for intra-circle roaming which
would enable users of the operators to use each other’s 5G and 2G
spectrum in national roaming mode . In may 2016, Jio lunch 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 . Additionally , most of the
apps are in the beta phase . • Jiochat – instant messaging app • Jio
health – health service app • jiomeet - video conferencing app • jio
money - online payments • jiotv – Tv channels streaming serviceS.
 Chapter 2
LITERATURE REVIEW
Indrani & Nandhini, (2019) Studied India is currently the world’s
second-largest telecommunications in the market. People are able to
move all over the world, enhancing the development of countries
and more cities across the world through telecommunication. With
the up gradation in the technology and the intense competition
among the various telecommunication companies lead to a decrease
in the prices of call rates. Also many telecom companies are
operating in India .it becomes easy for the customers to choose the
network that best satisfy their needs and expectations. Among all
leading telecommunication companies airtel and jio compete with
each other in introducing new innovate plans to attract customers.
Thus this research study attempts to find out the customers
influencing factors towards airtel and reliance jio mobile services
and tocompare their satisfaction level in the usage of airtel and jio
mobile services in Delhi
N & C , ( 2019 ) Studied The Telecom industry in India has been
maximum developments in the field of communication. The telecom
industry has resulted in maximum innovation in the concept of
mobile phones. The smart mobile phone has provided lot of
convenience and comfort in the life of an individual. The Indian
market is governed by large number of telecommunication
companies out of which the most prominent ones are Airtel and Jio.
In a survey, it is seen that an individual user carry at least two
number from two different telecom companies. It is also observed
that commonly used mobile services are Jio and Airtel. This study is
an effort to find out the reason behind having two numbers and to
know the factors that are responsible for a choice between Airtel
and Jio. Primary data would be collected by a questionnaire and
analysis would be made to understand the background of
preference and choice of Telecom Company .
Mishra & Rout , ( 2021) Studied Connectivity with everyone is a
crucial element in today’s cyber world and mobile service is one
among them. In India after globalization the telecom sector was
deregulated and today it is one of the fastest growing industries
because of stiff competition among different service providers. The
telecom service providers are adopting different strategies to woo
the customers, but they must customize before designing any
service or offer. In this research paper, attempts have been made to
find out the factors that customers emphasize more while selecting
the service provider. Network quality, customer service, pricing
strategies is the major factors. The research was conducted through
online with help Google Forms. Data was collected from 112
respondents and further calculated by using techniques such as chi-
square, column graphs and bar graphs. It has been found that
consumers prefer prepaid plans instead of post-paid plans and all
most every customer treat their mobile phone as a necessity. They
generally use their mobile phone for their personal use and for both
incoming and outgoing calls as well as internet. The study reveals
that JIO is the most preferred mobile phone service providers among
consumers followed by Airtel and VI. Most of the respondents
replied that they are satisfied with the service provided by their
mobile service provider. From the analysis, we can conclude that
there is no significant association between gender and age with type
of plans customers choose. There is a significant association
between gender and age with how long the respondents are availing
the service of the mobile service provider and also there is a
significant association between gender and how much expenditure
customers made per month ..
Kumar , Balaji & Krishna , ( 2018 ) Describe The chapter examines
various viewpoints in regards to Reliance Jio and Bharti Airtel. This
includes the entry of Jio in the telecom space along with the
difference in the market Jio bought right after its introduction of the
services for public. The focus area for the research has been the
secondary sources. A complete understanding of both these
companies has been taken into account for this study to pick up the
points that both Jio and Bharti have been lacking upon and areas in
which one has surpassed the other by attracting a new set of
consumers into their family. The chapter as recorded by the facts
presented through the Telecom Regulatory Authority of India
Analytics Portal witnessed that Jio proved to have an upper hand in
terms of the quality of service, which included data speed and
tariffs. The other side of the story shows Bharti Airtel’s lack of
dominance in 4G experience delivery after Jio’s entrance.
Sachar, ( 2019 ) Studied The telecommunications industry within the
sector of information and communication technology is made up of
all Telecommunications/telephone companies and internet service
providers and plays the crucial role in the evolution of mobile
communications and the information society. The main objective of
the study is to make a comparative study among the satisfaction
level ofAirtel and Jio customers. The study focuses on identifying the
different factors influencing the satisfaction level of customers. The
major finding of the study is that there is no significant difference in
the factors affecting the satisfaction level of Airtel and Reliance Jio.
From this study it can also be observed that there are some variables
where customers are more satisfied with Jio than compared to
Airtel. Results of the study shows that Jio is a more economical
choice, customer are satisfied with the schemes and offered by Jio,
customers are also satisfied with the local call cost per minute
offered by the company, on the contrary there are some variables
like better network coverage where Airtel enjoys higher level of
customer satisfaction than Jio .
 Kumar, ( 2018 ) Studied Mobile industry has become one of the
fastest developing industries in India. Indian mobile subscribers
have become used to touch mobiles within a relatively short span of
time. India is the second biggest market in the world for mobile
services and it is a good avenue for network providers from India and
abroad. Global providers too have occupied and earned reasonable
market shares in the Indian mobile industry. Jio’spractically free
offers have created fundamental changes in consumer behavior
along with competitor strategies. The moves made by this new
entrant has affected the equilibrium in the mobile industry and made
rival players vulnerable, so much so that many of them have resorted
to mergers and acquisitions to avoid bleeding away to bankruptcy.
All major players in the industry, e.g. Airtel, Idea, Vodafone etc. are
strategically responding to Jio’s market penetration move. To come
to a position of strength in the industry, Idea and Airtel are entering
into ventures with Vodafone and Telenor respectively. Through this
paper, the author wishes to make an attempt to examine the impact
of Jio on competitive strategies of rivals in the Indian telecom
industry .
Singh & Now days, one of the most important sector related to
consumer’s routine life is Mobile Telecom. Indian Mobile telecom
sector is now the talk of the town. Thanks to Reliance Jio. As price is
factor which is known as a prime determinant to identify the
customer satisfaction and loyalty in the telecommunication service
sector because the price is denoted at the monetary benefits. The
financial assistance is necessary to be acquired by the consumer for
subscribing a mobile network which is also done by using mobile
services. Most of the mobile operators turned the market
segmentation successfully and targeted positioning strategies to
adopt low-cost pricing strategies after ther entry of Reliance Jio. It
highly affects the customer satisfaction in the form of competitive
advantage by providing them with reliable, trustworthy and wider
experience. It enables the firms to create a good brand image as a
service provider by maintaining the contractual relationship with
mobile operators and identifying the willingness of the customer
effectively. In Mobile Telecom sector in India, there are only Bharti
Airtel, Reliance Jio, Vodafon-Idea (As Vodafone and Idea Merged in
2018), BSNL, left in the market and all are doing their best to retain
their customer base.
Shahila , prashad & parul ( 2021 ) Studied Consumers are the hearts
of any business. Telecommunication being a service oriented
industry always puts priority to find ways of making customers
comfortable and fulfilled. Sensing this importance, this study was
carried to determine what service quality makes customers attitude
towards brand equity of the Telecommunication Industry. The aim of
this paper is to analyse the relationship between of service quality
and customer brand equity in telecommunication network sector.
The samples size for this study was 517. These sample respondents
are selected by systematic random sampling technique. Descriptive
statistics, ANOVA, multiple regression and correlation statistical
tools were used to analysis of variance between determinants, the
statistically significant differences and relationship between
variables. It is observed that Tangibility and Assurance highly
influence the brand equity among other brand equity variables.
Siloyam ( 2019) studied Satisfaction in services is a very
relative term. Individuals have different perceptions and
besides operator parameters, peer groups, family, other
acquaintances could land up exerting their influence.
Satisfaction is critical for brand and company to sustain in the
long run. There is a necessity to see how operator parameters
like quality of service, trust in the company / brand and value
obtained by subscribing to the operators’ services have a
bearing on the level of customer’s satisfaction.Telecom
customers numbering 636 at Vijayawada (rural locales) were
engaged in responding to structured queries about constructs
chosen for the study and profile data. Multiple regression
analysis was executed to ascertain the outcome in terms of
impact of independent variables on dependant variable.
Singh , ( 2018) Recent development has been taking place in Indian
companies to increase the sales and brand awareness for their
products. The companies take lots of initiatives to change the
attitude of their consumers. This paper will provide insights to
companies about the customer experience and perception of
Reliance Jio in India. This study will help the marketer in the
understanding of how attitudes influence consumer buying behavior
of telecom product in India. The scale of measurement used for
Attitudes are Likert scale and will explain the consumers behave
towards the telecom products.The factors will be identified through
the study and will give the overview of Consumer buying behavior in
India towards telecom products. The analytical tool SPSS will be
used for analysis and the methods proposed to be used will be factor
analysis for exploring factors affecting consumer attitude and for
knowing the impact of these factors for the telecom products.
 Chapter : 3

The purpose of methodology is to describe the process involved in

research work . This includes the overall research design . Data
collection method the field survey and the analysis of data .

3.1 Research Design

A research design is a frame work or blue print for conducting

the research programme . Its details the procedure necessary for
the obtaining the information needed to structure of solve marketing
research’s problem .

Exploratory Research : My research design is exploratory because

itt aims at providing insights into and an undertanding of the
problem faced by the researher .

Descriptive Research : My research design is descriptive research

because on the other hand , it aim at describing something , mainly
functions and characteristics .

3.2 Research question

3.2.1 Consumer preference on India's Best Network : AIRTEL vs JIO

3.3 Objective of the study

To document about jio & airtel

To identify the Consumer preference on India's Best Network
AIRTEL & JIO

3.4 Scope of the study

3.4.1 Customers of delhi NCR

The survey and research work were done among the existing Jio &
airtel customers in delhi NCR

3.4.2 Jio and airtel

The present study aims at assessing the Consumer preference on
India's Best Network AIRTEL & JIO by using Jio and airtel
respondents .

3.5 Source of data

primary data : Existing customers and coleges students of jio and

airtel in delhi NCR

Secondary data : Secondary data sources were collected from

journals magazines association bulletins newspaper , web portals ,
company brochures, book etc .

3.6 Sampling size and technique

The total sample size of the research was 50 and convenient
sampling technique was used because in this people are sampled
simply and they are convenient sources of data for researchers

3.7 Data Analysis was done with the help excel graphs frequency
tables .
 Chapter 5

Findings

Almost all the respondents using jio and airtel sim card .

Airtel and jio are the most famouns telecommunication company in india .

Mostly of the respondents used jio sim card

Most of respondents useingb jio other services like broaband , jiocinema .

Most of respondents uded airtel other services like airtel payment .

Maximum number of respondents recharged monthly

Most of the respondents are using prepaid sim card services

Maximum respondents pay 349 monthly for recharge

Mostly respondents recharge only for internet

Almost al respondents of jio are satisfied with jio services.

Maximum number of respondents daily used 1 GB internet

Limitations , suggestions and
conclusions of JIO and AIRTEL.

LIMITATIONS:-
1.The study is conducted on Airtel and Jio located at Coimbatore city with 50
respondents.
2.The respondents’ response may have the bias, which may not give true picture
about the chosen research topic.
3.The sampling unit chosen is Airtel and Jio stores located in east delhi city , the
survey result may vary in other locations, based on the kind of services provided
at other stores.

Suggestions :-
The Reliance Jio launch has aroused huge interest among subscribers. The telco
has added more than 50 million subscribers to its network and aims to reach the
100-million subscriber target set by Reliance Industries chairman Mukesh
Ambani.
Recently, Ambani unveiled Reliance Jio's Happy New Year Offer through a live
stream. Under the latest offer, all new users from December 4 will get free
services till March 31, 2017. Also, the existing Jio customers will get the extended
benefits on current SIMs.
However, after the launch, a number of issues related to the new services have
surfaced which could pose a challenge for Ambani in the days ahead as Jio battles
it out with other telcos.
Though the new network is still functioning under a 'Welcome Offer' that doesn't
charge for its services, these issues are quite consistent with the new subscribers.
Reliance Jio has been stuck in a dispute with incumbent operators over points of
interconnectivity. Jio has accused Bharti Airtel, Vodafone and Idea Cellular of
providing insufficient points of interconnectivity leading to call drops. Jio put out
data for September 22 saying over 12 crore out of 15 crore call attempts by its
users failed. Of the 6.13 crore call attempts made to Airtel network on September
22, 4.8 crore or 78.4 per cent of the calls failed. The failure on Vodafone network
was higher at 84.1 per cent with 3.95 crore call drops out of 4.69 crore calls. Calls
to Idea saw 3.36 crore call drops out of 4.39 crore calls made.

Bharti Airtel has hit back at Reliance Jio saying network connectivity issues and
call drops are due to Jio's own "under-preparedness", insufficient testing efforts
and acquiring a large number of customers at the pre-launch stage itself.
Decreased internet speed:With addition of users to the Jio network, the speed of
Jio's 4G data services has come down drastically after September 5. Now, the
internet speed has come down to 6-10 Mbps from 50Mbps during the launch
stage.
On paper, the difference is huge but in terms of average customer use, even a
speed of 8Mbps should work flawlessly. However, the Jio connection faces
frequent fluctuations hampering the user experience. Users have also
complained about varying speeds despite no change in location.

Buggy Jio apps: The Reliance Jio apps have not shown consistent performance
but the idea of free content sits pretty well with the Indian audience.
The Jio TV app is subjected to frequent crashes and has a long boot-time, which is
also the case with most apps released by Jio. In our experience, the Jio4GVoice is
one of the most glitchy Jio apps. The app often fails to load and when it does, the
experience is pretty laggy.
Lack of VOLTE support in older phones: All those who don't have VOLTE
technology-supported phones cannot make voice calls without the use of
Jio4GVoice app which, as mentioned above, seems buggy. This one drawback
makes the lucrative free voice-calling feature obsolete for most new consumers.
Apart from the VOLTE support, most Indian smartphone users are still stuck with
3G phones. The Jio sims won't benefit them in any way.
Battery consumption: Reliance Jio has launched its internet services on the 4G
band. With not much difference in the rates of 2G or 3G services and 4G
connection, new users are inclining towards Jio. The only constraint with 4G
services is that they take a toll on the phone's battery, forcing the user to charge
it repeatedly. With no 2G or 3G options, the user can't switch to a slower
connection to save battery.
The merging of Jio's 4G services with Reliance Telecom's 3G and 2G services
might solve this problem in the near future.

Conclusion :-
In today’s competitive business, Customers are considered as the backbone of
the company. Customer service, like any aspect of business, is a practiced art that
takes time and effort to master. Treating the customers like friends is the best
way to attract them and make then always come back. The level of satisfaction
can also vary depending on other options and customer. Customer satisfaction
research will have to help businesses build stronger relationships.
This research study on “customer satisfaction towards Reliance Jio sim with
special reference to Dharmapuri district” is found that there is a significant
relationship between income and satisfaction and there is no significant
relationship between age and awareness level.
 REFERENCES

Indrani, G., & Nandhini, K. R. A COMPARATIVE STUDY ON

CUSTOMERS INFLUENCING FACTORS AND SATISFACTION
TOWARDS THE USAGE OF AIRTEL AND RELIANCE JIO SERVICE IN
EAST DELHI  education, 12(13.3), 12.

Divya N , Prithyitha , C A STUDY ON CONSUMER PERCEPTION

TOWARDS JIO AND AIRTEL ISNN ;2581 – 6748

Mishra, S. J., Rout, D., Mishra, A., & Sahu, M. B. CONSUMER

PERCEPTION TOWARDS VARIOUS MOBILE SERVICE PROVIDERS.

Anil kumar , Mohan balaji , ujjawal krishna studied on jio & AIRTEL
DATA WAR STRATERGY , DOI. 10.4018 , 978-1-5225-4030.0.CH008

Sachar,D. An empirical study on consumer satisfaction related to

telecommunication services - n( A comparative Analysis of jio and
airtel .

Kumar, S. (2018). RESTRUCTURING OF INDIAN TELECOM

INDUSTRY: EMERGENCE OF RELIANCE JIO AND M&A CASES
INVOLVING AIRTEL-TELENOR AND VODAFONE-IDEA. Management
Insight, 14(1), 42-47.

Singh, G., & Garg, S. K. (2020). RETAINING MOBILE TELECOM

CONSUMERS-A POST JIO SCENARIO. International Journal of
Management (IJM), 11(7).

D., Shahila; Prasad, P. Arul  Ilkogretim Online . 2021, Vol. 20 Issue 4,

p2615-2621. 7p.
Gurpreet Singh Volume 11, Issue 7, July 2020, pp. 778-785, Article
ID: IJM_11_07_067 Available online at
http://www.iaeme.com/IJM/issues.asp?
JType=IJM&VType=11&IType=7 ISSN Print: 0976-6502 and ISSN
Online: 0976-6510 DOI: 10.34218/IJM.11.7.2020.067
4/23/2021 Consumer preference on India's Best Network : AIRTEL vs JIO

Consumer preference on India's Best

Network : AIRTEL vs JIO
We are conducting a research survey to know the consumer preference on the best telecom
network provider in India

*Required

1. Email address *

2. Your name ? *

3. Your Gender ? *

Mark only one oval.

Female

Male

Prefer not to say

Other:

https://docs.google.com/forms/d/1fTQF7mpyhEfRK4MSi5b4TaTFnZ6T2hxnZ3trh7fnhtc/edit 1/5
4/23/2021 Consumer preference on India's Best Network : AIRTEL vs JIO

4. Your age ? *

Mark only one oval.

Less than 20 Years

21-31

31- 40 Years

41-50 Years

More than 50

Other:

5. Occupation *

Mark only one oval.

Self employed

Private

Public

Retired

Student

House maker

6. Which telecom network are you useing *

Mark only one oval.

JIO

AIRTEL

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4/23/2021 Consumer preference on India's Best Network : AIRTEL vs JIO

7. Your service type

Mark only one oval.

Prepaid

Postpaid

8. How long you are useing this network

Mark only one oval.

Less than 2 years

More than 4 Years

9. How often you make the recharge *

Mark only one oval.

Monthly

Quarterly

Half Year

Yearly

10. What is your motive of recharge

Mark only one oval.

For calling only

For internet

for both calling and net

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4/23/2021 Consumer preference on India's Best Network : AIRTEL vs JIO

11. How do you recharge

Mark only one oval.

By self ( through online wallets )

By visiting Shop

BY useing Jio Application jio pay

12. What is your daily usage of internet data ? *

Mark only one oval.

Under 1 GB

1-2 GB

More than 2 GB

13. Rating for the service by your Network *

Mark only one oval per row.

1 2 3.

Network coverage

Satisfaction with internet speed

Promptnmess in customer care support

Voice clarity

High altitude network range

Satisfaction in value for Money

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4/23/2021 Consumer preference on India's Best Network : AIRTEL vs JIO

14. What other service you uses by JIO

Mark only one oval.

Broadband

DTH

Other

No other services

15. Are you curious for 5G services by JIO

Mark only one oval.

YES

NO

May be

Maybe

16. Overall rating for your preferred network

Mark only one oval per row.

1 2 3 4 5

Lowest

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