Project Report On

A COMPITATIVE STUDY OF AIRTEL AND JIO MOBILE SERVICES

Project Report Submitted To

Osmania University, In Partial Fulfilment For The Award of The Degree Of

Bachelor Of Commerce (Computer Application)

Submitted by
1. B.DEVANDER 602221405025
2. DANDUGULA KALYAN 602221405047
3.K. GANESH 602221405090
4. METLA RAKESH KUMAR 602221405131
5.SK.KAREEMULLA 602221405207

Under the guidance of

Dr.L.RAJI REDDY
(Head, Department Of Commerce)
GOVERNMENT DEGREE COLLEGE PATANCHERU

PATANCHERU, SANGAREDDY DISTRICT-5020319

2023-2024

I
 CERTIFICATE

This is to certify that the project entitled A COMPITATIVE STUDY OF

AIRTEL AND JIO MOBILE SERVICES is a bona-fide record of work done
under my guidance and supervision in partial fulfillment of the requirement for the
award of the degree in Bachelor of commerce.

Dr.L. RAJI REDDY Dr.L. RAJI REDDY

(Head Department of Commerce) (Project SUPERVISER )

II
 ACKNOWLEDGEMENTS

We would like to acknowledge the following as bring idealistic channels and fresh
dimension in the completion of this project.

We take this opportunity to thank the Osmania University for giving us chance to
do this project.

We would like to thank my principal Dr.v. Rajendra Prasad for providing the
necessary facilities required for completion of this project.

We am thankful to Dr.L. RAJI REDDY, Head of the Department of commerce, for

providing proper help and encouragement in the preparation of this report.

We would also like to express our sincere gratitude towards our project guide.
RAJI REDDY. whose guidance and care made the project successful.

We express our sincere gratitude to commerce department Allam Reddy (vice

principal), Ravinder, Veerender, Haritha, S.Swapna, N.Janaya whose guidance
and support throughout the training the training period helped us to complete this
work successfully. Lastly, we would like to thank each and every person who
directly or indirectly helped us in the completion of the project especially our
parents and our friends who supported us throughout our project.

We would like to thank my college Librarian Chandrashekhar, for providing

various reference book and magazines related to our project

III
 DECLARATION

We, D,Kalyan, M.Rakesh, SK.Kareemulla, Deva, Ganesh hereby

declare that the bona-fide record of A COMPITATIVE STUDY OF
AIRTEL AND JIO MOBILE SERVICES done in partial fulfilment of the
B.com degree program of Osmania University under the guidance of
DR.L.RAJI REDDY, Head Department of Commerce, Government
degree college patancheru.
I also declare that the project has not formed the basis of reward of any
degree or any other similar title to any other University.

Place: PATANCHERU
Date: NAME OF THE STUDENTS

1. DANDUGULA KALYAN
2. METLA RAKESH KUMAR
3.SK.KAREEMULLA
4. DEVA
5.GANESH

ABSTRACT
IV
 This comparative study is done because everyone was saying that Jio changed the whole
telecom sector and is the leader of the market in such small time period. The study started with
giving the brief information of both Airtel and Jio, also some information about the competitors
and consumer preference. The purpose for the study is to compare various services such as signal
strength, Internet speed, Customer support services, etc.; to know the consumer view regarding
Airtel and Jio Services and to find out consumers preference.

According to the comparative study of Airtel and Jio on consumer preference it can be
concluded that Jio is the leader of the market and is better than Airtel in terms of low price and
internet speed but Airtel is trying to increase its market share rapidly. So, Airtel have to
continuously keep an eye over its competitors and market so that it can grab every single
opportunity (like new market, 5G network, etc.) of the market. It is also seen that all the telecom
companies are fighting to bring the 5G network in India and the first company to launch 5G
network in India will get a competitive advantage which will lead to increase in the market share
of that company.

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 Chapter’s Topic Page No.
I Introduction 1-14

II Review of Literature 15-22

III Research Methodology 22-24

IV Data Analysis and Graphical Representation 25-46

V Findings , conclusion and 47-49

Suggestions
Appendixes

 Bibliography
50-51
 References
51-52
 Questionnaires
52-58

VI
VII
Sr. Name Pag
No. e
No.
1 Introduction
1.1 Airtel logo 2
1.2 Jio logo 4

2 Data Analysis 23-37

4.1 Age ?
4.2 Gender
4.3 Education qualification
4.4 Annual Income ?
4.5 Occupation ?
4.6 What cellular network are you using
4.7 .How long have you been using mobile services
4.8 .How frequently do you use mobile data services
4.9 On a average how many hours are you using calls per day
4.10 On a average how much data are you using per day
4.11 Rate on your Cellular call services of 1 to 5?
4.12Rate on your cellular data services of 1 to 5?
4.13Rate on your mobile data upload/ downloads services of 1 to 5?
4.14What aspects of cellular service do you find most satisfactory
4.15Have you experienced any call drops or connectivity issues
with your cellular network?
4.16 How would you rate the data speed provided your cellular
network

4.17 How satisfied are you with the customer service provided by your
cellular network
4.18 Have you faced any issues with resolving complaints or queries
with you network provider
4.19 Do you believe you get value for money with your cellular network
4.20 would you consider switching your service provider in the future
4.21 how satisfied are you with the overall service quality

VIII
CHAPTER I
Introduction

1
 CHAPTER I Introduction
Introduction
This research paper is chosen by me because I myself is facing issues related to telecom
services provided by the companies and wanted to know that how others are reacting and what
are their preference for the two big players in the Indian telecom industry.

In this research paper I will be determining which one is better between Airtel and Jio by
using various statistical tools and with the help of various research papers I will be concluding

this research.

The purpose for the study is to compare various services such as signal strength, Internet
speed, Customer support services, etc.; to know the consumer view regarding Airtel and Jio
Services; to find out consumers preference; to find out consumers are aware or not regarding
offers and services; to recommend measures for improving the product.

Industry Overview
Infrastructure, equipment, mobile virtual network operators (MNVO), white space
spectrum, 5G, telephone service providers, and broadband are all subsectors of the Indian
telecom business.

The Indian telecommunication tower business has increased by 65 percent in the last
seven years. From 4,00,000 in 2014 to 6,60,000 in 2021, the number of mobile towers has
increased. Similarly, from 8,00,000 in 2014 to 2.3 million in 2021, the number of mobile base
transceiver stations has increased by 187 percent.

5G technology is expected to add $450 billion to the Indian economy between 2023
and”2040. 5G experiments are currently taking on in India to ensure that the technology is
widely adopted.

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 According to the GSMA, India will overtake China as the world's second-largest
smartphone market by 2025, with about 1 billion installed devices and 920 million mobile
subscribers, including 88 million 5G connections.

The Department of Transportation hopes to have 100% internet access in villages,”55%

fiberization of mobile towers, broadband speeds of 25 mbps, and 30 lakh kilometres of optic
fibre rollouts by December 2022. By the end of December 2024, it expects to fiberize 70% of
towers, with an average internet speed of 50 mbps and a 50-lakh km long optic fibre deployment
across India.

Company Overview
Bharti Airtel Limited

1.3.1 Airtel logo Source: logo.wine/logo/Airtel

Introduction

Bharti Airtel Ltd. is an Indian telecommunications firm with headquarters in New Delhi.
It operates in over 20 countries throughout South Asia and Africa. Depending on the country of
operation, Airtel offers 3G and 4G mobile services, as well as fixed line broadband and phone
services.

Airtel is credited with developing the minutes factory model of high volume and cheap

cost by outsourcing all of its business processes except marketing, sales, and finance

3
Hunger to win customers for life.
Vision

To enrich the lives of our customers.

To win customers for life through an exceptional experience.

Products

Airtel India is the second largest mobile telephony operator in the country, trailing only
Jio, as well as the second largest fixed telephone provider int the country. It also provides
television and broadband subscription services. It uses the Airtel brand to market its telecom
services.

Broadband

Airtel offers internet leased lines, MPLS, and DSL broadband internet connection, as well
as fixed line and IPTV telephone services. Bharti supplied fixed line telephony and broadband
services under the Touchtel brand until September 18, 2004. Under the brand name Airtel now
offers all telecom services that includes fixed line services. As of June 2019, Airtel provides
Telemedia services in 99 locations and Airtel had 2.342 million broadband subscribers.

Set-top box for television

The digital television company in India provides Direct-to-Home (DTH) TV services

under the brand name Airtel digital TV. It launched on October 9, 2008, and as of June 30, 2019,
it had over
16.027 million customers.

Banking

In January of this year, Airtel Payments Bank was established. Airtel Payments Bank is a
New Delhi-based Indian payments bank. Bharti Airtel owns and operates the firm. The Reserve
Bank of India, under the second schedule of the RBI Act, 1934, gave it scheduled bank status on
January 5, 2022.

4
Business
Managed services and cloud, digital signage, Wi-Fi dongles, NLD/ILD connection,
conferencing solutions and phone solutions are all available through Airtel Business.

Airtel Business, Bharti Airtel's B2B arm, has introduced a first-of-its-kind specialised
digital platform to assist developing organisations' expanding connectivity, communication, and
collaboration needs, such as SMEs and startups.

Jio

1.3.2 Jio logo Source: Jio.com

Introduction

Jio Infocom Ltd. (Jio) is an Indian telecommunications business. It is situated in Navi

Mumbai, Maharashtra, and maintains a nationwide LTE network that spans all 22 telecom
circles. It is owned by Reliance Industries. Jio's network does not offer 2G or 3G services,
instead relying on voice over LTE to deliver call service.

Vision

Vision is to provide the latest telecommunication facilities to every Indian at the price of
a post card.

Mission

Mission is to create world-class benchmarks

5
Products

Broadband wireless

In September 2016, Jio started providing 4G broadband services across India. The 4G
broadband was supposed to be out in December 2015, but according to some reports, the
business was still waiting for final regulatory permits. It provides 4G internet and voice services,
and ancillary services like as instant music streaming, movie and messaging.

JioFiber

Jio launched Jio Giga Fiber, a new triple play fibre to the home service that includes
broadband internet with speeds ranging from 100 to 1000 Mbit/s, with television and landline
telephone services, in August 2018.

The service would be introduced as JioFiber on September 5, 2019, to mark the

company's third anniversary, according to reports from August 2019. Members of JioFiber will
be able to stream movies that are currently showing in theatres ("First Day First Show").

JioBusiness

In March 2021, the company launched connection alternatives for businesses, which were
paired with Jio Platforms, Reliance Retail, and Office 365 services.

Jio LYF

LYF phones with the Jio logo, in June 2015, Jio and Intex, a domestic handset
manufacturer, agreed to sell 4G handsets capable of voice over LTE (VoLTE). In October 2015,
Jio, on the other side, announced that it would launch mobile handset brand, LYF under its own
name.

JioPhone Next

On June 24, 2021, Mukesh Ambani announced the launch of JioPhone Next. It's a fully
working Android smartphone built in collaboration with Google over a long period of time. The
low-cost smartphone was released in India on November 4, 2021.

6
SWOT Analysis:

Industry SWOT Analysis

Strengths

• Technology is advanced and easy to implement:

As we know that the technology in the telecom industry is advanced, and more amount of
investment are being made in this area day by day to keep up with the rest of the globe.
• High growth rate:
Every year, the number of customers grows as mobile phones become a need for
practically every age group.
• High return on Investment:
Easier to have economies of scale, thus increasing return on investment.
• Basic requirement:
This sector is becoming the basic way to connect people now days.

Weakness

• Expensive Infrastructure Costs:

The telecom industry's infrastructure costs are quite high.
• Low customer retention power:
Customer retention rate in the Indian telecom industry is very low, and customers
frequently switch service providers.
• Most Competitive market:
Many companies are already present in the market and there is also free entry to new
companies.
• Late technology adopters:
India was one of the last countries to adopt 3G and 4G technology.

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Opportunity

• Population:
India's population represents a huge opportunity for telecom service providers, as the
number of people without access to the internet is also very significant. To thrive, the
sector must focus on India's massive population.
• Changing Population Psychograph:
The demographic profile of the population is changing. Previously considered an
emergency service, telecommunications have evolved into an integral element of life in
our country.
• Increased Penetration:
All of the industry's organisations are attempting to increase their penetration
levels, or, in other words, the country's tele-density. The urban Indian population
provides the sector with a tremendous growth opportunity.
• FDI:
Foreign direct investment in telecommunications has been increased from 49% to
74%. This is good news for the sector, since it would require Rs 700–900 million in
investments over the next five years. In the telecom sector, FDI inflows totaled 9950.94
cores by 2004. Telecom companies from Europe, Korea, and Japan are poised to enter
India, which is regarded as the world's fastest expanding telecom market.

Threats

• Government Policies:
The government may grant licences to a large number of foreign companies,
posing a challenge to the industry's existing participants.
• New technology has the potential to alter market dynamics:
A slew of new technologies is on the way. Then you have the potential to change
the overall industry dynamics or even build a replacement for present telecom services.
• Declining Average Revenue Per User:

8
 As a result of the constant pricing battle in the market, per-user revenue is
declining in order to stay afloat.
• Competition:
Because of the high number of service providers and the free entry of new enterprises
into the Indian market, competition is always a threat to the market.

Company SWOT Analysis

Bharti Airtel

Strengths
• Reputable Telecom Company:
Thanks to its 19+ years of telecom expertise, this MNC has risen to become the
world's third biggest telecom operator overseas, with operations in around 20 countries.
• High Brand Equity:
It is one of the earliest telecoms brands, with a big subscriber base and high brand
memory.
• Extensive infrastructure:
Airtel's infrastructure has expanded across the country thanks to the construction of
the Indus tower and its partnerships with Idea and Vodafone, resulting in national
penetration. • Torchbearer of the telecom Industry:
As the torchbearer of the telecom business, Airtel has effectively integrated people's
lives, with having top position due to its remarkable services in growing economies.
Airtel is a major national player in Indian telecom industry and the torchbearer of this
industry, whilst Vodafone is a newcomer.

Weaknesses

• Outsourced Activities:
Airtel was able to cut costs by outsourcing operations. But they run the risk of being
reliant on other businesses, which could have an impact on their operations.

9
 Expanding into Africa:
Despite the fact that Airtel has owned Zain's Africa division for years, the company is still
fighting to turn around the unit, which was purchased for a whopping $9 billion.
• Excessive Debt:
With its acquisitions proving to be poor investments, as well as high credit and low
profits, the Airtel group is heavily in debt. Airtel does not have the same financial
resources as Vodafone.
• Pricing:
• Due to price rivalry from other telecom operators, market share is constrained.

Opportunities
• Strategic Partnership:
Partnering with smart phone companies will be a good approach in terms of MNP
(mobile number portability in India). This will ensure future cash flow stability and a
wider consumer base.
• Market Development:
With fierce competition and shrinking margins in the telecom market, the
company will gain by expanding into new regions and developing economies.
• VAS:
VAS (Value Added Services) is the telecoms industry's future, and Airtel may
differentiate itself in a crowded market by focusing on this area. Airtel may boost its
profit margins by adding new services.

• The existing market's untapped geography:

Although it now offers 3G and 4G services, these services are limited to specific
geographic areas. The company's expansion of these services across the majority of its
locations will help it gain additional margins and customers.

10
 Threats
• Government Regulatory Framework:
Changes in government policy and frequent spectrum auctions pose a danger to
the industry's security and survival, impacting the industry players.
• Competition:
A pricing battle in the home market is hurting the company's whole operation,
resulting in shrinking profits.
• MNP:
MNP (Mobile Number Portability) allows customers to change form one service
provider to other while keeping their phone numbers same.
• New Entrance:
The biggest threat to Airtel is the entry of new competitors.

Jio

Strengths

• Best Customer Acquisition Strategy:

By far the most effective client acquisition technique is that of Reliance Jio. For a
period of 3-6 months, all users were granted free access to the brand's services. With
millions of customers, Reliance Jio has become one of the most successful customer
acquisition techniques in telecom history.
• Technology:
Jio uses 4G LTE technology, which is one of the best technologies for the future.
Voice over LTE enables this, as it is scalable and compatible with 5G and 6G
technologies, which are expected to be the wireless communication technologies of the
future.
• Strong support from parent business Reliance Industries:
Reliance Industries is a trustworthy brand that reflects Indian feelings and has
strong customer trust. Jio's partnership with Reliance acts as a major asset.

11
 A variety of services under one name:
Reliance Jio provides a variety of services to its clients, including movies,
gaming, shopping, chats, and messaging, among others.

Weaknesses

• Late entry into the industry:

After established businesses like Airtel and Vodafone had entrenched their places
in the eyes of customers, Reliance Jio entered the market late.
• Activation Troubles:
Due to its failure to contain the vast number of users it had attracted, Reliance Jio
suffered major activation challenges. Delays in SIM Card activation during the transition
period were one example.
• Pricing controversies:
Reliance Jio has been chastised for cutting its prices below what was ethical in
order to gain market share, leading to suspicions of corruption and money laundering.

• Weak data connection:

Reliance Jio's data connection is frequently weak, and its range is limited,
resulting in slower loading rates in some locations.

Opportunities

• Futuristic technology:
Reliance Jio employs a VoLTE 4G network that can scale to accommodate more
users.
• Advance 5G and 6G technology:
These provide Jio with a variety of options for future capacity increase.
• Competitive Pricing Strategies:
Reliance Jio is recognised for providing inexpensive Internet and mobile services.
Because the majority of their rivals can't afford their pricing, they may utilise this as a
selling point to attract new clients and expand their market share.

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 Expansion to other countries:

Only India is now accessible by Reliance Jio. However, there is plenty of potential
for international expansion, at least in the near future.
Threats

• Customer attrition risk:

Customers prefer Jio mostly due of the low prices it offers. There may be a loss of
clients if the corporation raises its prices at some point.
• Criticism and a poor image:
Reliance Jio has been the subject of various legal battles since its beginnings. As a
result, the company's reputation has suffered.
• Poor Code of Ethics:
Many of Reliance Jio's activities have been exposed as unethical, including low
pricing, free bandwidth, and market penetration techniques, which might affect the
company's image in the long term.
• Competition:
Existing significant companies in the market, including as Airtel, are putting a lot
of pressure on Jio.

Objectives of the Study

The objectives of the study are as under:

Primary Objective

• To find out the customer preference towards Airtel and Jio services.

Secondary Objectives

• To identify the customer satisfaction towards the services rendered by both Airtel and Jio.
• To study customer buying behaviour and factors which influence the purchase decision
process.

13
 To assess the customer satisfaction towards signal coverage, low price, internet speed,
customer service of Jio and Airtel.
• To assess the factors affecting customer satisfaction.

Scope of the study

In this research paper I will be comparing Airtel and Jio on the basis of consumer
preference and to interpret this I will be studying the various factors that define consumer
preference with the help of various research papers and to analyse the data of approx. 86
respondents

On the basis of the data analysis, I will be giving some findings of my research as well as
the recommendation to both the companies which will help me in defining the conclusion of my
study.

SAMPLING SIZE

In the context of the project study, 86 respondence chosen keeping in view the
above constrain.

14
Chapter- II
Review of Literature

15
 Chapter-II Review of Literature

Conceptual Discussion

Consumer Preference

Consumer preference is defined as an individual's subjective tastes as assessed by their

satisfaction with items acquired after purchase. Consumer preferences can be measured by
comparing their satisfaction with a particular item to the opportunity cost of that item, because
when you buy one, you lose the opportunity to buy another.

The study of economics does not incorporate individual consumer preferences. Personal
preferences are influenced by a multitude of variables, including personal taste, culture,
education, and peer pressure from friends and neighbours.

Why Is Consumer Preference Important?

Understanding customer preferences may help you predict consumer demand since it
determines what items people will purchase within their budget. This data can help you ensure
that you have enough product to fulfil demand and determine the pricing of your goods.

When people prefer one product over another, even if the price difference is significant,
one product may outsell the other. When the difference in preference is insignificant, however,
price and availability become the deciding variables in which one will sell better.

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Factors Affecting Consumer Preferences

The elements that impact how people purchase products and services are known as consumer
preferences. Analyzing the factors that drive consumer preferences may assist businesses in
focusing their products on specific customer groups, developing new products, and determining
why certain items succeed more than others.

• Advertising
Advertising has a big influence on customer preferences, especially for non-
durable commodities like food and magazines. Consumers are informed about available
goods and services, and their perceptions of these things are shaped by advertising.
Advertising can also generate demand; for example, a consumer may not have desired a
new cell phone until he saw dazzling new phones shown on television.
• Institutions of Social Welfare
Social institutions such as parents, friends, schools, religion, and television shows
all impact consumer choices. For example, children may want the same toys as their
peers, while young adults may want to purchase the same items as their parents.
• Cost
When a product's price drops, customers are more inclined to purchase more of it.
A product's consumption may be boosted through a sale or lower prices. An increase in
price, on the other hand, may result in lower consumption, particularly if the commodity
has readily available replacements.
• Consumer Spending
When people's income rises, they often want more expensive items and services.
If their income falls, people are more inclined to opt for less expensive items and
services. A firm selling luxury goods, such as jewellery, will, for example, be more
successful in a high income neighbourhood than in a low-income neighbourhood.
• Substitutes that are available
Consumers will be more sensitive to price fluctuations if a product has multiple
replacements — other items that consumers might choose instead of a certain brand of
product. Consumers will be less inclined to switch to a substitute based on price if they
do not view similar products to be effective alternatives — for example, if they do not

17
 believe Coke and Pepsi are similarly delicious. The price elasticity of demand is the term
for this phenomenon.

Literature Review

Research Papers

1. An Empirical Study on Reliance JIO Effect, Competitor’s Reaction and Customer

Perception on the JIO’S Pre- Launch Offer (2016): By: Pawan Kalyani
Summary:

This research paper has used Survey questionnaire method which results in the
finding that "Until the pre-launch deal," "wait for the next best plans," and "most likely
they will continue as another connection for Data usage" were the most common
responses when asked how long they plan to use Reliance JIO. "Until the pre-launch
deal," "wait for the next best plans," and "most likely they will continue as another
connection for Data usage" were the most common responses when asked how long they
plan to use Reliance JIO.

2. A study on service quality and its impact on customer’s preferences and satisfaction
towards Reliance JIO in Trichy region (2017):

By: KR Mahalaxmi and Suresh Kumar N

Summary:

The research methodology used in this research paper is questionnaire

method which suggests that most customers pick this service provider because of
its unlimited voice calling and high-speed data connection capabilities. In just five
months, Reliance JIO has seized a third of the market, and their marketing
strategy has played a key role in this.

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3. Perception Study of telecom user post Jio plans (2017): By: Parag Amin, Anagha
Kale and Ajay Nilakantan Summary:
This research paper used sampling and questionnaire method which helped to
arrive at a conclusion that Jio offers excellent value for money (both prepaid and post-
paid). Vodafone's main priority is good call connectivity. Airtel has better voice clarity
and data coverage, and Jio, Airtel, and Vodafone all have good customer service.

4. A Comparative Study on brand impact on Customers with Respect to Idea, Airtel

and Reliance Jio Brands with reference to West Godavari District (2017):
By: Mr.N.Venkat, Mr.M.Nagabhaskar and Mr.D.Subbareddy.
Summary:
In this research paper the authors have used customer satisfaction surveys, post
net promoter score, customer effort score and social media monitoring to come at the
conclusion that Observation of social media sites suggests that many individuals are
responding positively to Reliance Jio's internet package. In addition, respondents are
quite concerned about the quality of connectivity and the amount of free calls offered by
Reliance Jio.

5. Changing the Indian telecom sector: Reliance Jio (2017): By: KR Mahalaxmi and
Suresh Kumar N Summary:
This research paper has conducted pilot survey which helped to reach at
the final conclusion that promotional offers make the most of the customers to
prefer JIO service provider. Reliance JIO has already occupied the one third of the
market share within a span of”5 months.

6. Impact of Customer Satisfaction on Customer Loyalty w.r.t.selected Telecom

Services in Bilaspur, Chhattisgarh (2018):
By: Dr. Ashok Kumar Chandra , AmitStieve Henry and Hashdeep Khurana
Summary:

19
 In this research paper sampling technique is used to come at the conclusion that
this research shows that customers do become loyal towards the brands when the get
satisfied with the offered services.

7. An Empirical Study on Consumer Expectation and Satisfaction Towards 4G Mobile

Phone Service Era (2017): By: Dr. Kiran Kumar Thoti Summary:
In this research paper structured questionnaire and personal interview are used to
infer that the respondents have given valuable and common suggestions for improvement
of overall function of mobile phone service. It is evident that 70% of subscribers use
prepaid scheme and rest of them use post-paid scheme.

8. Disruptive Innovation and Reliance Jio: A Descriptive Study (2019) By: Mr.
Basware Chatterjee Summary:
In this research paper descriptive and analytical method is used to conclude that
JIO has a significant impact on Indian telecom companies' day-to-day operations. Also, a
small number of people are hesitant to label this as disruptive since they believe it is a
passing fad.

9. An Online Comparative Study on 4G Technologies Service Providers in India

(2019): By: P. S. Aithal, Krishna Prasad K Summary:
In this research paper ABCD analysis techniques are used to come at the
conclusion that 4G technology's extensive adoption in India, with applications in
entertainment, education, military and defence, and health care.

10. Customers attitude towards mobile phone networks service providers in salem
district (2020): By: S. Gnana Lakshmi Summary:
In this research paper sampling is used to come at the conclusion that to
attract a large crowd, Reliance must primarily focus on enhancing customer
service, expanding bill payment locations, and executing a variety of new
appealing advertising programmes.

20
11. Shifting of Loyalties: Perception of Telecom customers after launching of “Jio” in
Jalgaon city (2020):
By: Mrs. Veena P. Bhosale and Mr. Ashwin Nirmal Jain Summary:
In this research paper sampling is used to come at the conclusion that increased
non-voice income and improved penetration in the rural sector are predicted to propel
India's telecoms business forward.

12. Analysis of Service Quality Gap of Mobile Phone Sector Customers in

Virudhunagar District: Application of Chi-Square Test (2020): By: Mr. A. Selvaraj
and Dr. M. Selvakumar Summary:
In this research paper sampling is used to give the conclusion that in order to
maintain the positive gap, the mobile phone network should give quality services to the
customers quickly and resolve their queries and problems.

13. Feasibility Study of Enhancement of Mobile Spectrums (with Special Reference to

4G and Proposed 5G) (2020):
By: Shrey Kumar and Gurendra Nath Bhardwaj Summary:
In this research paper secondary data is collected through various published
reports, and relevant articles which helped in giving the conclusion that In India, almost
all telecom providers are currently mired in a cycle of rising costs and flat income. As a
result, the quality of services will undoubtedly suffer in the near future.

14. A Study of Consumer Behaviour on Selecting Mobile Services with Special

Reference to the Jabalpur City (2021):

By: Sourabh Jain and Sheetal Kaur Ahuja Summary:

In this research paper random Sampling and questionnaire approach is used to
come at the conclusion that in the present scenario Indian telecom industry by
concentration about the mobile service providers and they observe there are very high
competitions among the players in the telecom industry.

21
15. Effect of service quality on customer loyalty and the mediating role of customer
satisfaction: an empirical investigation for the telecom service industry (2021):
By: Atul Kumar Summary:
In this research paper secondary data is used to come at the conclusion that
Customer pleasure is influenced by simply empathy and reliability, whereas customer
loyalty is influenced by empathy, assurance, responsiveness, and tangibility. Client
satisfaction serves as a partial mediator between empathy and customer loyalty when it
comes to mediation.

22
Chapter III
Research Methodology

22
 Chapter-III Research Methodology
Research Methodology
A search for knowledge is referred to as research. A scholarly and systematic search for
information on a given topic can also be defined as research. Research promotes the formation
of logical organisational thinking habits by combining scientific and inductive reasoning.

In some sense, research technique is a set of guidelines for conducting studies.

Methodology in research has many different components. It includes not just research
procedures, but also the philosophy behind the methods utilised in the study, as well as
criticisms of why only one strategy was used.

• Descriptive Research
It is used to acquire information concerning the current status of the phenomenon to
describe what existing with respect to variables or conditions in a situation. The questions
who, what, where, when, and how are answered by descriptive research. The research cannot
explain what produced a circumstance, despite the fact that the data description is truthful,
exact, and systematic.

• Analytical Research
Analytical research advances descriptive research by attempting to explain the causes of a
specific occurrence through the discovery of causal links. Following the discovery of causal
links, the focus switches to factors that can be changed (variables) in order to influence the
chain of causality.

Methodology Adopted

Research design:

In this research project both the descriptive and analytical design is adopted to meet the
objective of this research.

23
Data Collection Method:

The respondents were asked to fill the questionnaire which was created using Google
forms and sent to them with the help of social media with the help of which I was able to collect
86 responses.

Data analysis techniques:

The summary of the data collected from the respondents was obtained from google form.

The hypotheses defined for the study are as follows:

Null Hypothesis: A consumer choosing a service provider is independent of the brand, i.e. a
consumer is indifferent towards the brands.

Alternate Hypothesis: A consumer choosing a service provider is influenced by the brand, i.e. a
consumer is concerned about which service provider is used.

24
Chapter -IV Data
Analysis and
Graphical
Representation

25
Chapter -IV Data Analysis and Graphical
Representation
Graphical Representation
The better understanding of the consumer preference with respect to Airtel and Jio. So,
here I will be defining each and every question that is there in the questionnaire for more areas to
define the accurate preference of consumers.

Figure 4.1.1
Age Group Percentage
18-20 55.80%
21-25 39.5%
26-30 4.6%
50+ 0%
TABLE 4.1.1
Interpretation
The majority of Jio and Airtel users in your study fall within the 18-25 age group. Here's a
breakdown:

 55.8% of users are between 18 and 20 years old.

 39.5% of users are between 21 and 25 years old.
 4.7% of users are 26 years old or above.

26
 Figure 4.1.1

Gender RESPONSES Percentage

30
Male 39.50%
56
Female 60.50%
TABLE 4.1.2

Interpretation
Male Dominance (60.5%): This suggests a higher participation rate from males compared to
males. There are a few possibilities:

Male Representation (39.5%): While lower than males, a significant portion of the survey
includes males. This ensures some balance in the data.

27
 Figure 4.1.3

EDUCATIONAL
QUALIFICATION RESPONSES PERCENTAGE
Illiterate 11 14%
10th 66 77.90%.
6 8.10%
Degree or Above
TABLE 4.1.3

Interpretation
According to the data collected, the highest percentage of respondents, 77.9%, have an
Intermediate qualification. 14% of the respondents have a degree or higher qualification, and
8.6% are illiterate. There is no data for the educational qualification of 10th standard..

28
 Figure 4.1.4

ANNUAL
INCOME RESPONSES PERCENTAGE
Below 1,00,000 17 18.60%
1,00,000 - 2,00,000 72 77.90%
3,00,000 - 5,00,000 9 12%
Above 5,00,000 5 6%
TABLE 4.1.4

Interpretation
According to the pie chart on annual income, the largest portion of respondents, 77.9%,
fall into the "Below 1,00,000" category. The second largest category is "1,00,000-2,00,000" at
18.6%. The remaining two categories, "3,00,000-5,00,000" and "Above 5,00,000" both have very
small percentages of respondents, at 3.5% and 0% respectively.

29
OCCUPATION RESPONSES PERCENTAGE
Student 9 11.60%
Employee 70 75.60%
Business 5 7%
Others 4 5.80%
Figure 4.1.5

TABLE 4.1.5

Interpretation
According to the pie chart showing the occupation of respondents, the largest portion of
respondents, 75.6%, are students. The next largest category is "Employee" at 11.6%. The
remaining two categories, "Business" and "Others" both have very small percentages of
respondents, at 7% and 5.8% respectively.

30
 Figure 4.1.6

CELLULAR NETWORK RESPONSES PERCENTAGE

49
Jio 52.30%
37
Airtel 39.50%
6
Both Jio and Airtel 8.20%
TABLE 4.1.6

31
Interpretation
According to the pie chart you sent, which shows the results of a survey question about
cellular network usage, the most popular cellular network among the 86 respondents is Jio, with
52.3% of respondents using it. Airtel is the second most popular network, with 39.5% of
respondents using it. A small percentage of respondents, 8.2%, reported using both Jio and Airtel.
There is no data for any other cellular network providers.

Figure 4.1.7

LENGTH OF MOBILE
SERVICE USE RESPONSES PERCENTAGE
Since 1 Year 17 19.80%
3 Years 20 24.40%
5 Years 29 30.20%
Above 5 Years 22 25.60%
TABLE 4.1.7

Interpretation
According to the pie chart titled "How long have you been using mobile services?" , the
most common response among the 86 respondents was "3 Years" at 30.2%. Following closely

32
behind was "1 Year" at 24.4%. "Since 5 Years" was selected by 19.8% of respondents. "Above 5
Years" and "Below 1 Year" were the least popular responses, at 25.6% and 0% respectively.

Figure 4.1.8

HOW OFTEN DO YOU USE

MOBILE DATA SERVICES? RESPONSES PERCENTAGE
Daily 76 81.40%
Weekly 11 15.10%
Monthly 2 3.50%
TABLE 4.1.8

Interpretation
According to the pie chart you sent, the vast majority of respondents, 81.4% , use mobile
data services daily. A much smaller percentage of respondents, 15.1%, use mobile data services
weekly. Only 3.5% of respondents reported using mobile data services monthly or less
frequently.

33
 Figure 4.1.9

CALLS PER DAY RESPONSES PERCENTAGE

11
1hr - 2hr 14%
14
2hr - 4hr 17.40%
60
5hr or above 68.60%

TABLE 4.1.9

34
Interpretation
According to the pie chart you sent titled “On average how many hours are you using
calls per day?”, the largest portion of respondents, 68.6%, reported using calls for less than 1
hour per day. There are two slices for call usage between 1 and 5 hours: 14% reported using calls
between 1-2 hours, and 17.4% reported using calls between 2-4 hours. No respondents reported
using calls for 5 or more hours per day.

DATA USAGE PER DAY RESPONSES PERCENTAGE

Upto 1 GB 29.90%

2GB-3GB Not Shown

Above 3GB 63.20%

Figure 4.1.10

TABLE 4.1.10

Interpretation

35
 The most common data usage amount reported by respondents was "Upto 1 GB" at
63.2%. Following closely behind was "Above 3GB" at 29.9%. Very few respondents, 6.9%,
reported using data between "2GB-3GB" per day.

Figure 4.1.11

RATE ON YOUR CELLULAR

CALL SERVICES OF 1 TO 5? RESPONSES PERCENTAGE
1 2 3.50%
2 7 8.10%
3 22 26.30%
4 38 41.90%
5 18 20.00%
TABLE 4.1.11

Interpretation
According to the image you sent, which is a bar chart titled "Rate on your Cellular call
services of 1 to 5?" , the most common rating was 4, with 41.9% of respondents giving this
rating. 30.2% of respondents rated the service as a 3. The ratings of 1 and 5 were less common,
at 8.1% and 16.3% respectively. The least common rating was 2, with only 3.5% of respondents
selecting it.

36
 Figure 4.1.12

Interpretation
The most common rating was 3, with 33.7% of respondents giving this rating. Following
behind was a rating of 4, at 29.1%. The ratings of 1 and 5 were less common, at 9.3% each. The
least common rating was 2, with 18.6% of respondents selecting it.

RATING NUMBER OF RESPONDENTS PERCENTAGE

1 8 9.30%

2 8 9.30%

3 16 18.60%

4 25 29.10%

5 30 33.70%

TABLE 4.1.12

37
 Figure 4.1.13

Rate Number of People Percentage

1 5 5.80%
2 9 10.50%
3 14 16.30%
4 27 31.40%
5 31 36.00%
TABLE 4.1.3

Interpretation
The most common rating was 3, with 36% of respondents giving this rating. Following
behind was a rating of 4, at 31.4%. The ratings of 1 and 5 were less common, at 5.8% and 10.5%
respectively. The least common rating was 2, with 16.3% of respondents selecting it.

38
 Figure 4.1.14

ASPECT OF CELLULAR PERCENTAGE

SERVICE RESPONSES SATISFIED
38
Affordability 41.90%
19
Network Coverage 23.30%
8
Call Quality 10.50%
20
Data Speed 24.40%
TABLE 4.1.14

Interpretation
The aspect that most respondents find most satisfactory is affordability, at 41.9%.
Following closely behind is network coverage, at 24.4%. Data speed and call quality were less
popular, at 23.3% and 10.5% respectively.

39
 Figure 4.1.15

Question Responses Percentage

Have you experienced any call drops or connectivity issues with
your cellular network? Yes 66.30%
TABLE 4.1.15

Interpretation
The majority of respondents, 66.3%, reported experiencing call drops or connectivity
issues with their cellular network. Only 33.7% of respondents reported not experiencing any call
drops or connectivity issues.

40
 Figure 4.1.16

RATING RESPONSES PERCENTAGE

Slow 7 8.10%
Average 40 45.30%
Fast 38 40.7%
Very Fast 4 6.9%
TABLE 4.1.16

Interpretation
Most respondents rated the data speed provided by their cellular network as average, at
45.3%. A smaller portion of respondents rated the speed as slow, at 40.7%. Very few respondents
rated the speed as fast or very fast, at 8.1% and 6% respectively.

41
 Figure 4.1.17

Satisfaction Level Number of People Percentage

Poor 5 7%

Average 28 32.60%

Good 19 22.10%

Excellent 34 38.40%
TABLE 4.1.17

Interpretation
Most respondents, 55.8%, are not satisfied with the customer service provided by their
cellular network. A smaller percentage of respondents, 32.6%, are satisfied with the service. Only
7% of respondents reported being very satisfied with the customer service.

42
 Figure 4.1.18

ISSUE WITH RESOLVING NUMBER OF

COMPLAINTS PEOPLE PERCENTAGE

Yes 47 47.70%

No 39 52.30%
TABLE 4.1.18

Interpretation

Nearly half, 47.7%, of respondents reported facing issues with resolving complaints or
queries with their network provider. This suggests that a significant number of people have had
difficulty getting help from their cellular network provider when they have had problems. On the
other hand, slightly more than half, 52.3%, of respondents reported not facing any issues. This
could be because they have not had any problems with their service, or because they have been
able to resolve any issues they have had without difficulty.

43
 Figure 4.1.19

RESPONSE NUMBER OF PEOPLE PERCENTAGE

Yes 25 29.10%

No 61 70.90%
TABLE 4.1.19

Interpretation

The vast majority of respondents, 70.9%, believe they do get value for money with their
cellular network. On the other hand, only 29.1% of respondents reported not believing they get
value for money with their cellular network provider.

44
 Figure 4.1.20

WOULD YOU CONSIDER SWITCHING YOUR SERVICE

PROVIDER IN THE FUTURE? PERCENTAGE

Yes 40.70%

No 59.30%
TABLE 4.1.20

Interpretation

According to the data in the pie chart, 40.7% of respondents said yes, they would
consider switching their service provider in the future, and 59.3% said no.

45
 Figure 4.1.21

PERCENTAGE
SERVICE QUALITY RESPONSES SATISFIED
22
Not Satisfied 25.60%
59
Good 62.80%
11
Very Satisfied 14%
9
Outstanding 13%
TABLE 4.1.21

Interpretation
The study revealed that 62.8 percent of Jio and Airtel users is goodly satisfied for with
the overall service quality by their network, 25.6 percent of users was very good for this service
quality provided by their network, 5.8 percent of users was not satisfied of overall service quality
provided by their network and remaining userswas satisfied out standing.

46
Chapter V
Findings and Recommendation

47
Findings

• Jio is the market leader.

• Jio is famous because of its internet speed and low-price services.
• Airtel is famous because of its network strength and internet speed.
• Both Jio and Airtel have cut throat competition among themselves.
• Jio is better than Airtel because of its o Low-Price o Internet Speed.
• The graphical representation of each question gave a better understanding of the
consumer preference that the consumers are inclined toward Jio but still it can be seen
that the postpaid service of Airtel is better and if we increase the respondents, it is quite
possible to see that Airtel might be the preferred brand.
• It can be seen that Jio is the market leader as well as the preference of the consumers is
towards Jio but the results might get change if we divide the data with respect to prepaid
and post-paid services with more responses.

Recommendations

• Airtel should advertise more to become the market leader again.

• Airtel should be more aware of opportunities so new companies like Jio will not be able
to grab them and make a move in the industry.
• Airtel should increase its customer base by bringing the old subscribers back.
• Jio should work on price of its post-paid services.
• Jio should work on its customer services quality and availability of its customer support
centres.
• Jio should increase its network towers so that the complain of network strength can be
resolved.
• Both should increase their post-paid users.
• Both telecom service provider must ensure that its network and value-added services are
of the highest quality.
• Both should try to attract old generation also.

48
 • Both should give more periodic offers to its customer.
• Both the companies should do periodic surveys and take feedbacks from customers,
distributors, employees, etc. to develop itself and gain competitive advantage.

Conclusion

The Indian telecom sector is growing at a rapid rate as the market is allowing new
companies to enter by declining the tariffs and favourable regulatory policies. Identification of
customer preference will lead to help Jio and Airtel to identify the weaknesses and complains of
the customers which can be resolved.

According to the comparative study of Airtel and Jio on consumer preference it can be
concluded that Jio is the leader of the market and is better than Airtel in terms of low price and
internet speed but Airtel is trying to increase its market share rapidly. So, Airtel have to
continuously keep an eye over its competitors and market so that it can grab every single
opportunity (like new market, 5G network, etc.) of the market. It is also seen that all the telecom
companies are fighting to bring the 5G network in India and the first company to launch 5G
network in India will get a competitive advantage which will lead to increase in the market share
of that company.

This study finding also tell that Jio can use its low cost and internet speed as strengths
and through this it may able to increase its customer base. Jio was able to change the telecom
service perception of the users after its entry in the market and with the help of gained customer
base Jio is leading the Indian telecom industry.

Apart from the questions asked some respondents shared a major issue which they have
with Jio. They say that Jio is seen as a cheap telecom provider in the market because it first
distributed its sim for free, which is the reason for using Jio as the secondary sim by various
users.

49
Limitations of the study

• The information provided by the respondents may be accurate.

• The study area is limited.
• Any suggestions given by analysing data collected may not be accurate for other
locations as people mind set and Expectations differ from one place to other.
• The study of Comparative analysis of Airtel and Jio is very limited due to time and
money constraint.
• Getting negative responses from the respondents.
• The information is widely collected from the youngsters.

Bibliography
1. A Comparative Analysis of Financial Performance of Selected Telecom Companies Using Z
Score Model-Indian Journals. (n.d.). Retrieved May 14, 2022, from Indian Journals website:
https://indianjournals.com/ijor.aspx?target=ijor:ijrss&volume=9&issue=7&article=048

2. A COMPARATIVE STUDY ON CUSTOMERS INFLUENCING FACTORS AND

SATISFACTION TOWARDS THE USAGE OF AIRTEL AND RELIANCE JIO SERVICE IN
COIMBATORE CITY. (2018, December 5). Retrieved May 14, 2022, from ijrar.com website:
http://ijrar.com/upload_issue/ijrar_issue_20542856.pdf

3. Jio sparks Disruption 2.0: infrastructural imaginaries and platform ecosystems in ‘Digital
India.’ (2018, December 21). Retrieved May 14, 2022, from
https://doi.org/10.1177/0163443718818383

4. MARKETING STRATEGIES OF CELLULAR SERVICES - A COMPARATIVE STUDY.

(2019). Retrieved May 14, 2022, from
https://d1wqtxts1xzle7.cloudfront.net/60148459/DOI16.10089.IJMTE.2019.V9I01.18.27602201
90729-81259-14xrst8-with-cover-page-
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6. (PDF) Connecting People: A Statistical Study of Telecom Service Providers | IJRASET
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SERVICES - A COMPARATIVE STUDY | Ramesh Ravula - Academia.edu. Retrieved May
14, 2022, from Academia.edu - Share research website:
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52
 QUESTIONARI
1. Email *

2. Name? *

3. Age?
18-20

21-25

26-30

4. Gender ?
Male

Female

Others

5. Location

___________________________
6. Education qualification ?

53
 Illiterate

10th

Inter

Degree or Above

7 . Annual Income ?
Below 1,00,000

1,00,000 - 2,00,000

3,00,000 - 5,00,000

Above 5,00,000

8 . Occupation ?
Student

Employee

Business

Others

54
9. What cellular network are you

using?

jio

Airtel

Both Airtel and Jio

Others

10 . How long have you been using mobile services?

Since 1Year ,

3Years

5Years

Above 5 Years

11. How frequently do you use mobile data services?

Daily

Weekly

Monthly

12 .On a average how many hours are you using calls per day?
1hr - 2hr

2hr - 4hr

5hr or above

55
13 .On a average how much data are you using per day ?
Upto 1 GB

2GB - 3GB

Above 3GB

14. Rate on your Cellular call services of 1 to 5?

1 2 3 4 5

15 .Rate on your cellular data services of 1 to 5? *

1 2 3 4 5

16.Rate on your mobile data upload/ downloads services of 1 to 5?

.

1 2 3 4 5

17 . What aspects of cellular service do you find most satisfactory?

Affordability

Network coverage

56
 Call quality

Data speed

18. Have you experienced any call drops or connectivity

issues with your cellular network?

Yes

No

19. How would you rate the data speed provided your cellular
network?
Slow

Average

Fast

Very Fast

20. How satisfied are you with the customer service

provided by your cellular network?
Poor

Average

Good

Excellent

57
21. Have you faced any issues with resolving complaints or
queries with you network provider?
Yes

No

22. Do you believe you get value for money with your cellular
network ? *
Yes

No

23 .would you consider switching your service provider in the future?

Yes

No

24 . how satisfied are you with the overall service quality ?

Not satisfied

Good

Very good

Out Standing

58