TECNIA INSTITUTE OF ADVANCED STUDIES

MINOR PROJECT REPORT

ON
CONSUMER PERCEPTION TOWARDS RELIANCE JIO

Submitted in partial fulfillment of the requirements

for the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION

to

Guru Gobind Singh Indraprastha University, Delhi

Under the Guidance of Submitted by

Dr. Shradha Isha Sharma
Faculty Guide 04817001722
Morning A

Session 2022-25
 TABLE OF CONTENT
PARTICULARS
Student Declaration...………………………………………… i
Certificate from Guide………....…………………………… ii
Acknowledgement………………………………………………….………........... iii
Executive Summary…….……………………………………………………………. iv
Chapter 1: Introduction
1.1 Purpose of the study
1.2 History
1.3 Company Profile
1.4 Marketing Strategies
Chapter 2 Literature review
Chapter 3 Research Methodology
Chapter 4 Data Presentation & Analysis
Chapter 5 Data Interpretation
Chapter 6 Conclusion
Bibliography
Annexure
 To Whom It May Concern

I Divanshi Gupta, Enrolment No. 01417001722 from BBA-IV Sem, Shift 1 at Tecnia
Institute of Advanced Studies is an original work and the same has not been submitted to
any other Institute for the award of any other degree. A presentation of the Minor Project
Report was made on A Study Of Investor Perception Towards Mutual Funds and the
suggestions as approved by the faculty were duly incorporated.

Date: Signature of the Student

Certified that the Minor Report submitted in partial fulfillment of BACHELOR OF

BUSINESS ADMINISTRATION (BBA) to be awarded by G.G.S.I.P. University, Delhi by
Divanshi Gupta Enrolment No. 01417001722 has been completed under my guidance and
is Satisfactory.

Date: Signature of the Faculty

Ms. Chahat
 ACKNOWLEDGEMENT

In the first place, I thank TECNIA INSTITUTE OF ADVANCED STUDIES, Department of Business
administration for giving me an opportunity to work on this project. I would also like to thank Ms.
Shradha of Department of Business Administration for extending me their valuable guidance for the
project.
Without their help it would have been impossible for me to complete the project. I would be failing in
my duty if I do not acknowledge, with a deep sense of gratitude, the sacrifices made by my parents who
have helped me in completing the project work successfully.

UNDER THE SUPERVISISON OF: SUBMITTED BY:

Dr. Shradha Isha Sharma
04817001722
 EXECUTIVE SUMMARY

Reliance JIO Infocomm Limited, doing business as Jio, is a LTE mobile network operator in India. It is a
wholly owned subsidiary of Reliance Industries headquartered in Mumbai, that provides wireless 4G LTE
service network (without 2G/3G based services) and is the only 100% VoLTE (Voice over LTE) operator in
the country, with coverage across all 22 telecom circles in India Ever since its launch, Reliance Jio's services
have been completely free; Jio's head of strategy and planning said that "it would be unfair to charge customers
until the Jio management is fully satisfied with the quality of service. “So, this study will aim to find the
customer satisfaction of Reliance Jio users in Delhi on various parameters. This will help the company to
know the customers better. Thus, at the end of this study the strong areas and week areas of JIO was identified
from the customers perspective. The sim availability, activation process and customer care being the strong
areas and call connectivity and 4G speed being the weak areas. Customer's loyalty is moderate and the
customers prefer value for money plans
 CHAPTER 1
INTRODUCTION

INTRODUCTION TO THE TOPIC

RELIANCE JIO

TYPE SUBSIDIARY OF RELIANCE INDUSTRIES

INDUSTRY TELECOMMUNICATIONS

FOUNDED 15 FEBRUARY 2007; 16 YEARS AGO,

FOUNDER MUKESH AMBANI

HEADQUARTERS RELIANCE CORPORATE PARK, GHANSOLI, NAVI MUMBAI,

MAHARASHTRA
,
INDIA

AREA SERVED INDIA

KEY PEOPLE • AKASH AMBANI

(CHAIRMAN)[1]
• SANDIP DAS
(MANAGING DIRECTOR)
 PRODUCTS • FIXED-LINE TELEPHONE
• MOBILE TELEPHONY
• WIRELESS BROADBAND
• INTERNET SERVICES
• MOBILE PHONES
• OTT SERVICES

REVENUE ₹90,287 CRORE (US$11 BILLION)

(FY 2020–21)

OPERATING ₹34,035 CRORE (US$4.3 BILLION)

INCOME (FY 2020–21)

NET INCOME ₹12,537 CRORE (US$1.6 BILLION)

(FY 2020–21)

TOTAL ASSETS ₹305,965 CRORE (US$38 BILLION)

(FY 2020–21)

MEMBERS 42.62 CRORE (426.2 MILLION)

(31 MARCH)

PARENT JIO PLATFORMS

SUBSIDIARIES LYF

WEBSITE WWW.JIO.COM

TABLE 1
Jio also known as Reliance Jio and officially as Reliance Jio Infocom Limited (RJIL) is an upcoming provider
of mobile telephony, broadband services, and digital services in India.
Reliance Jio Infocom Limited (RJIL), a subsidiary of Reliance Industries Limited (RIL), India's largest private
sector company, is the first telecom operator to hold pan India Unified License Formerly known as Infotel
Broadband Services Limited (IBSL), Jio will provide 4G services on a pan-India level using LTE technology.
The telecom leg of Reliance Industries Limited, it was incorporated in 2007 and is based in Mumbai, India.
It is headquartered in Navi Mumbai

RJIL is setting up a pan India telecom network to provide to the highly underserviced India market. reliable
(4 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. RIIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz
(across 22 circles) capable of offering fourth generation (4G) wireless services RJIL plans to provide seamless
4G services using FDD-LTE on 1800 MHz and TDD-LTE on 2300 MHz through an integrated ecosystem.
Reliance Jio is part of the "Bay of Bengal Gateway" Cable System, planned to provide connectivity between
South East Asia, South Asia and the Middle East, and also to Europe, Africa and to the Far East Asia through
interconnections with other existing and newly built cable systems landing in India, the Middle East and Far
East Asia. RJIL's subsidiary has been awarded with a Facility Based Operator License ("FBO License"") in
Singapore which will allow it to buy, operate and sell undersea and/or terrestrial fibre connectivity. setup its
internet point of presence, offer internet transit and peering services as well as data and voice roaming services
in Singapore.

R-Jio is also in the process of installing hundreds of monopoles, unlike the regular rooftop mounted telecom
towers typically used by telecoms, said the company executive quoted above, Monopoles, or ground-based
masts (GBMs), are expected to double up as street lights and surveillance systems, and provide real-time
monitoring of traffic and advertising opportunities. The company, which plans to be rolled out commercial
telecom service operations from January. is currently in the testing phase for most of its offerings including
4G services, a host of mobile phone applications and delivery of television content over its fibre optic network.
R-Jio, meanwhile, faces its share of challenges in terms of return on investment and capturing market share.
The company, according to industry analysts, is expected to spend $8-9 billion for the 4G roll-out. The
company will battle for subscribers with leading telecoms such as Bharti Airtel Ltd, Vodafone India Pvt Ltd
and Idea Cellular Ltd.

The Dominant Players

❖ Bharti Airtel - 23% Market Share

❖ Vodafone India. -18% Market Share

❖ Idea Cellular -15% Market Share Reliance Communications - 12% Market Share

❖ BSNL -10% Market Share

❖ Aircel 8% Market Share

❖ TATA Infocomm -- 7% Market Share

 ❖ Others 7% Market Share

The services were beta launched to Jio's partners and employees on 27 December 2015 on the eve of 83rd
birth anniversary of late Dhirubhai Ambani, founder of Reliance Industries.

Mr. Akash Ambani is being launched in business as a chief of strategy in Reliance JIO, involved in day-to-
day operations in business or Ms. Isha Ambani is involved in branding and marketing and the key people are
Sanjay Mashruwalla (Managing Director), Jyotindra Tacker (Head of IT'). Reliance Industries Chairman
Mukesh Ambani committed an investment of Rs. 2,50,000 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 fulfil 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 13 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."
COMPANY PROFILE

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services Lin (ISL) for Rs
4,800er. Although unlisted, IBBI was the only firm to win broadband spectrum in all 22 zones in India in the
46 auction that took place earlier that year. Later continuing RIUS telecom subsidiary, Infotel Broadband
Services Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in January 2013.

ACQUISITION & SUBSIDIARIES:

Acquired Infotel Broadband Services Limited in 2010. Technology - Rancore Technologies ILD & NLD -
Infotel Telecom

AGREEMENTS:
• An agreement with Ascend Telecom for their more than 4,500 towers across India. (June 2014)
• An agreement with Tower Vision for their 8,400 towers across India. (May 2014)
• An agreement with ATC India for their 11,000 towers across India. (April 2014) An agreement with
Viom Networks for their 42,000 telecom towers. (March 2014) Agreement with Bharti Airtel for a
comprehensive telecom infrastructure sharing agreement to share infrastructure created by both parties
to avoid duplication of infrastructure wherever possible. (December 2013) A key agreement for
international data connectivity with Bharti to utilise dedicated fibre pair of Bharti's 12i submarine cable
that connects India and Singapore. (April 2013)
• Agreements with Reliance Communications Limited for sharing of RCOM's extensive inter-city and
intra-city optic fibre infrastructure of nearly 1,20,000 fibre-pair kilometers of optic fibre and 500,000
fibre pair kilometers respectively (April 2013/ April 2014), and 45,000 towers (June 2013).

TECHNOLOGY:
Reliance Jio Infocomm is currently laying OFC across the country to offer Fibre to the home/premises
(FTTH). This fibre backbone will also help them to carry huge amount of data originated from their 4G
network as well as public Wi-Fi network. Reliance Jio is deploying LTE-TDD technology for 2.3 GHz
spectrum band, acquired in 2010.

Reliance Jio will deploy LTE-FDD for 1.8 GHz spectrum, which will ultimately paved to roll out of LTE-A
network aggregation of both technology and both spectrum band
At present in different cities of India Reliance Jio offers Wi-Fi services. Most of these cities are in Gujarat,
where Reliance Industries also have one of the largest petrol refineries Once commercially launched, Jio users
can have access to Reliance Communications 2G & 3G network.

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 fee of just 165.8 crores (US$25
million) which was arbitrary and unreasonable, and contributed to a loss of 2,284.2 crores (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

PRODUCT & 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 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. Reliance Jio’s vision for India is that broadband and digital services will no longer be
a luxury item Rather convert it into a basic necessity that can be consumed in abundance by consumers and
small businesses. The initiatives are truly aligned with the Government of India's “Digital India’s vision for
our nation.”

• LYF SMARTPHONES

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 voices 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 smart phone 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 series, Earth
series, and Flame series.

• JIONER WIFI
Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free
Wihtips/en.wikipedia.org/wiki/WinEi hotspot services in cities throughout India including Ahmadabad and
Surat in Gujarat, Indore, Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of Mumbai in
Maharashtra. Kolkata in West Bengal. Lucknow in Uttar Pradesh, Bhubaneswar in Odisha. Mussoorie in
Uttarakhand. Collectorate's Office in Meerut and at MG Road in Vijayawada among others title Reliance Jio
rolls out Wi-Fi service at IP sigma Mall in Varanasi 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
(Bangalore), 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.
Additionally, most of the apps are in beta phase. Following is a list of the apps
• MyJio Manage Jio Account and Digital Services associated with it
• JioPlay-A live TV channel service
• JioOnDemand - An online HD video library
• JioChat Messenger - An instant messaging app
• JioBeats- A music player
• JioJoin-A VOLTE phone simulator
• JioMags-E-reader for magazines
• JioXpress News - A news and magazine aggregator
• JioSecurity-Security app
• JioDrive - Cloud-based backup too
• JioMoney Wallet - An online payments/wallet app.
 • JIO PREVIEW OFFER FOR HP LAPTOPS:

3 Months Free Unlimited 4G Internet (Connected with 31 Devices)

3 Months Free Unlimited Calling (At any network)
3 Months Free Unlimited SMS
Life time Roaming Free (All India)
Registration in E-mail is compulsory
Available in Reliance store and Digital mini express store.

• JIO PREVIEW OFFER (JPO)

3 Months Free Unlimited 4G Internet in LYF smart phones and others all 4G smart phones (Samsung,
Micromax Karbon, Lava, HTC, Gioni etc.) 3 Months Free Unlimited Calling (At any network)
3 Months Free Unlimited SMS
Life time Roaming Free (All over India) 2 Years Warranty (LYF handsets only)

Branding and Marketing

On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's brand ambassador.
 CHAPTER 2
Literature Review

1. Abhishek Kumar Singh and Malhar Panikkar (2013) They did a study titled "A Study Report, to Find out
Market Potential for 46 Businesses in Pune. The Report is all about "Study of market potential for 4G business
in Pune" and also to know about the customer perceptions and attitudes towards their current service provider.
Satisfaction level of the customers was also judged. The customer expectations were analyzed thoroughly.
Major factors considered in research are: what are the needs of the companies based on the data services
usage, major player in internet services, and support to customers. The research was conducted on companies
mainly from Industries like IT. Education, Manufacturing and others which are located in Pune city. It is clear
from the survey done that Reliance & Tata are Leading Internet service Provider, they are providing products
like Data Card, Broadband etc. to the corporate end users. Most of the companies are getting internet speed
form IMBPS-4MBPS. Most of the companies are having good perception about 4 Gand are willing to switch
to it from their current service provider. Speed of 4G is around than 30 to 35 MBPS, is going to boom the
Market. Because majority of the companies are facing Speed problem with their current ISP.

2. Naidu brahmani, Vamsi.S, (2017), “Customer satisfaction towards reliance jio: an empirical study”, in their
research paper focused in knowing the satisfaction level of customers on the usage of jio sim and the reason
behind their satisfaction and dissatisfaction. Survey method is used to collect information from the various
respondents.192 respondents were selected for the study using simple random sampling. The results have
stated that the respondents are not complete satisfied with usage of jio sim. The strong reason behind their
dissatisfaction is its speed i.e. the users are not getting the same speed all the time. The other two more reasons
identified are compatibility of other sim cards, call connects, voice call connects. The reasons where the
customers are mostly satisfied are cost effectiveness, free calls, no roaming providing free channels, providing
free caller tunes, voice clarity etc. The study suggested improving the area were customers showed their
dissatisfaction.

3. Sorna priya. R and Sathiya.M (2017) “Customer Satisfaction towards Reliance Jio Network” conducted a
research work with the aim of analysing the satisfaction level of customers towards Jio network.50
respondents were selected using convenient sampling method. ANOVA, chi-square was used for analysis. The
study found that majority of the respondents (52%) is satisfied with Jio services. Most of the respondents are
suggesting improving the network coverage of Jio services and to remove the calling congestion then it can
be assured that the company can achieve the 100-percentage satisfaction of their customer.
4. Mahalaxmi KR, Suresh Kumar N, (2017),“Changing the Indian telecom sector: Reliance Jio” ,the study
aimed to identify customer’s preference towards the Reliance JIO mobile service provider and to know the
customer satisfaction level towards Reliance JIO Mobile service provider in Trichy region. The study was
descriptive in nature. The study was carried out through a pilot survey from 50 respondents. The results of
the survey were analysed using chi square test. The study revealed that most of the students preferred to
choose their service provider as Reliance JIO and 97% of the respondents were satisfied with the services
provided by the Reliance JIO.

5. Carsten Fink, AdityaMattoon and RandeepRathindran3 (2001) in their study titled, “Liberalizing Basic
Telecommunications: The Asian Experience” have found that despite the move away from traditional public
monopolies, most Asian governments are still unwilling to allow unrestricted entry, eliminate limits on private
and foreign ownership, and establish strong independent regulators. A comprehensive reform including
privatization, competition and regulation has been implemented and there are significantly higher levels of
main line availability, service quality and labour productivity.

6. David M. Szymanski and David H. Henard4 (2001) in their study entitled, “The New Marketing Developing
Long-term Interactive Relationships” have said that the growing number of academic studies on customer
satisfaction and the mixed findings they report complicate the efforts among managers and academics to
identify the antecedents to, and outcomes of businesses having more against less-satisfied customers. These
mixed findings and the growing emphasis by managers on having satisfied customers point to the value of
empirically synthesizing the evidence on customer satisfaction to assess current knowledge. To achieve this
aim, the authors conducted a meta-analysis of the reported findings on customer satisfaction. They have
documented that equity and disconfirmation are most strongly related to customer satisfaction on average.

7. Jonathan, Lee, Jinghui, Lee, Lawrence and Feick5 (2001) in their article titled, "The Impact of Switching
Costs on the Customer Satisfaction-loyalty Link: Mobile Phone Service in France” have analysed that
moderating role of switching costs in the customer satisfaction-loyalty link and to identify customer segments
and to retain them. Thus, the purposes of this paper are to examine the moderating role of switching costs in
the customer satisfaction-loyalty link and to identify customer segments and then analyse the heterogeneity
in the satisfaction-loyalty link among the different segments. An empirical example based on the mobile phone
service market in France indicates support for the moderating role of switching costs. Managerial implications
of the results are discussed.

8. Robert C. Ford, Cheryl P. Heaton, and Stephen W. Brown6 (2001) in their article titled, “Delivering
Excellent Service Lessons from the Best Firms” have stated that many companies see investments in
complaint handling as means of increasing customer commitment and building customer loyalty. However,
firms are not well informed, on how to deal successfully with service failures or the impact of complaint
handling strategies. They have supported a quasi “brand equity” perspective-whereas satisfaction with
complaint handling has a direct impact on trust and commitment, to a limited extent, on the effects of poor
complaint handling. Implications for managers and scholars have also, been discussed.

9. Wilska7(2001) in his paper titled, “New Technology and Young People’s Consumer Identities: A
Comparative Study between Finland and Brazil” has found that among young people aged 16-20, it was found
that mobile phones choice and especially usage is consistent with respondent’s general consumption styles.
The research has indicated that addictive use is common among females and is related to trendy and impulsive
consumption styles. Instead, males have been found to have more technology enthusiasm and trend
consciousness. These attributes have been then linked to impulsive consumption. The study concludes that
genders are becoming more alike in telecom service choice because individual differences in consumption
patterns are obviously identifiable.
 CHAPTER 3
RESEARCH METHADOLOGY

It is a methodical process that involves identifying the issue, gathering data, analysing the data, and
offering alternative ideas. There are three distinct project research types. Some research is exploratory,
meaning it collects early data to reveal the true nature of the issue and offer potential hypotheses for
novel approaches.

Objective of the Study

To study of customer satisfaction level on Reliance JIO products & services.
Scope of the study
This study covers the mindsets of customers about Reliance JIO in the areas of Delhi. The study makes
effort to ascertain the satisfaction level of customer of Reliance JIO. Through survey so that company
would be able to come up to the expectation level of its customer. The company can come up to the
expectation only by finding out the problem that customer is facing during their purchase of Reliance
JIO products.
Some are descriptive and measure certain magnitudes.

1. Outlining the issue and goal of the study

The purpose of the study is to identify the knowledge required to address the issue. The goal of this
research is to examine reliance JIO’s marketing and advertising methods and identify any flaws.

2. Creating a research strategy

The next step after defining the issue is to create a strategy for gathering the data required for the study. The
current study will use an exploratory method, where a lot of data must be gathered before drawing any
conclusions, if any are needed. You may also utilize the descriptive and informal techniques.

3. Data Gathering and Sources

Data was obtained using two methods: primary data and secondary data since it was important to
gather relevant information on the project in order to collect the data.
Primary data:
This material is comprised of first-hand knowledge that is current and fresh. I utilized the
following major data gathering tools: o Questionnaire o In-Person Interview o Observation
Secondary data: Information that is acquired via the use of periodicals such journals and magazines,
financial reports, or information that is already in the firm. Utilising references from management texts
of Information gathered via the World Wide Web (www).
Guidance and support offered by the faculty and the company.
Corporate financial reports

4. Sampling Plan:
The respondents were primarily retailers, and they were divided into groups based on their monthly
sales.
• Size of samples:
Sample Size Sample size refers to the numbers of respondent’s researcher have selected for the survey.
I have selected 50 sample units from market and individual customers.

5. Analyse the data gathered:

This entails turning raw data into informative data. It entails data tabulation, the application of
statistical measures to them for the creation of frequency distributions, and the computation of
averages and dispersions. This stage will be the pinnacle of the marketing research efforts.

6. Report research findings

A formal written document that includes the study findings is the report.
 CHAPTER 4
DATA PRESENTATION AND ANALYSIS

PART 1

GENDER OF RESPONDENTS

GENDER % OF RESPONDENTS NO. OF RESPONDENTS

MALE 46 23

FEMALE 54 27

TABLE 2

GENDER OF RESPONDENTS

MALE
FEMALE

FIG 1

INTERPRETATION
• 54% of the selected respondents is female i.e. 27.
• 46% of the selected respondents is male i.e. 23.

OCCUPATION OF THE RESPONDENTS

OCCUPATION % OF RESPONDENTS NO. OF RESPONDENTS

STUDENTS 64 32

BUSINESS MAN 14 7

SERVICE EMPLOYEE 12 6

HOUSEWIFE 10 5
 TABLE 3

OCCUPATION OF RESPONDENTS

STUDENTS
BUSINESS MAN
SERVICE EMPLOYEE
HOUSEWIFE

FIG 2
INTERPRETATION
• 64% of the respondents are Students.
• 14% of the respondents are Businessmen.
• 12% of the respondents are Service employee.
• 10% of the respondents are Housewife.

AGE GROUP OF RESPONDENTS

AGE % OF RESPONDENTS NO. OF RESPONDENTS

BELOW 20 8 4

20-30 64 32

30-40 12 6

ABOVE 40 16 8
 AGE GROUP OF RESPONDENTS

20-30
30-40
ABOVE 40
BELOW 20

FIG 3

INTERPRETATION

• 8% of the respondents are below the age of 20.

• 64% of the respondents are between the age group 20-30.
• 12% of the respondents are between the age group 30-40.
• 16% of the respondents are above 40 years of age.

PART 2

• SINCE WHEN RESPONDENTS ARE USING RELIANCE JIO?

USERS % OF RESPONDENTS NO. OF RESPONDENTS

LESS THAN 3 MONTHS 40 20

3-4 MONTHS 42 21

MORE THAN 4 MONTHS 18 9

NON USERS 0 0
 LESS THAN 3 MONTH
3-4 MONTHS
MORE THAN 4 MONTHS

FIG 4

INTERPRETATION

• 40% of respondents are using JIO for less than 3 months.

• 42% of respondents are user of JIO for 3-4 months.
• 18% of respondents are user of JIO for more than 4 months
• 0% of respondents are Non user.

• FROM WHICH SOURCE RESPONDENTS CAME TO KNOW ABOUT RELIANCE JIO?

SOURCES % OF RESPONDENTS NO. OF RESPONDENTS

TELEVISION 52 26

INTERNET 34 17

NEWSPAPER 12 6

RADIO 2 1
 TELEVISION
NEWSPAPER
INTERNET
RADIO

FIG 5

INTERPRETATION

• 52% of respondents are known by Television

• 34% of respondents are known by Internet 2% of respondents are Newspaper.
• 2% of respondents are Radio.

• WHICH FEATURE OF RELIANCE JIO CONVINCED RESPONDENTS TO USE

THIS?
CONVINCING FACTOR % OF RESPONDENTS NO. OF RESPONDENTS

CONNECTIVITY 14 7

SCHEME 44 22

ADVERTISEMENT 18 9

GOODWILL 24 12
 GOODWILL
CONNECTIVITY
SCHEME
ADVERTISEMENT

FIG 6

INTERPRETATION:

• 14% of respondents are convinced with connectivity.

• 44% of respondents are convinced with scheme.
• 18% of respondents are convinced with Advertisement,
• 24% of respondents are convinced with goodwill,

• WHICH SERVICE DO RESPONDENTS LIKE MOST WHILE USING THE RELIANCE JIO
SERVICES?

SERVICES % OF RESPONDENTS NO. OF RESPONDENTS

DATA SERVICES 45.1 23

CALL RATE 45.1 23

NETWORK COVERAGE 3.9 3

VALUE ADDED SERVICES 5.9 2

 DATA SERVICES
CALL RATE
NETWORK COVERAGE
VALUE ADDED SERVICES

FIG 7

INTERPRETATION:

• 45.1% of respondents are in favour of Data services.

• 45.1% of respondents are in favour of Call rates.
• 3.9% of respondents are in favour of Network coverage.
• 5.9% of respondents are in favour of Value-added services

• WHY DID RESPONDENTS CHOOSE THIS SERVICE PROVIDER?

CHOOSE THE SERVICE % OF RESPONDENTS NO. OF RESPONDENTS

UNLIMITED CALLING SERVICES 46 23

UNLIMITED DATA SERVICES 38 19

UNLIMITED SMS SERVICES 14 7

OTHERS 2 1
 UNLIMITED CALLING SERVICES
UNLIMITED DATA SERVICES
UNLIMITED SMS SERVICES
OTHERS

FIG 8

INTERPRETATION:

• 46% of respondents are chosen to Unlimited calling services.

• 38% of respondents are chosen to Unlimited Data services.
• 14% of respondents are chosen to Unlimited SMS services.
• 2% of respondents are chosen to other services.

• HAVE RESPONDENTS CALLED ANYTIME AT CUSTOMER CARE?

RESPONDENTS % OF RESPONDENTS NO. OF RESPONDENTS

YES 59.2 27

NO 40.8 23
 YES
NO

FIG 9

INTERPRETATIONS

• 59.2% of respondents calls at customer care

• 40.8 of respondents don’t call at customer care

• IF YES, HOW OFTEN RESPONDENTS CALL AT CUSTOMER CARE?

RESPONSE % OF RESPONDENTS NO. OF RESPONDENTS

DAILY 0 0

ONCE A WEEK 4.3 1

ONCE IN MONTH 43.5 10

RARELY 52.2 12
 DAILY
ONCE A WEEK
ONCE IN MONTH
RARELY

FIG 10

INTERPRETATION:

• 0% of respondents calls customer care daily.

• 4.3% of respondents call customer care weekly.
• 43.5% of respondents call customer care monthly.
• 52.2% of respondents call customer care rarely.

• FOR WHAT REASON DO RESPONDENTS CALL CUSTOMER CARE?

RESPONSE % OF RESPONDENTS NO. OF RESPONDENTS

VALUE ADDED SERVICES 23.8 5

SCHEMES 23.8 5

COMPLAINTS 52.4 11

OTHERS 0 0
 VALUE ADDED SERVICES
SCHEMES
COMPLAINTS
OTHERS

FIG 11

INTERPRETATION:

• 23.8% of respondents are made call for value added services.

• 23.8% of respondents are made call for new schemes.
• 52.4% of respondents are made call for complaints.
• 0% of respondents are made call for other queries.

• RATE THE FOLLOWING RELIANCE JIO SERVICES ON BASIS OF RESPONDENTS

SATISFACTION.

SERVICES EXCELLENT VERY GOOD FAIRLY AVERAGE POOR

GOOD

NETWORK’S
COVERAGE

DATA
SERVICES

CALLING
SERVICE
 VALUE
ADDED
SERVICES

CUSTOMER
CARE

NEW
SCHEMES
AND
OFFERS

35

30

25

20 EXCELLENT
VERY GOOD
15
FAIRLY GOOD

10 AVERAGE
POOR
5

0
NETWORK DATA CALLING VALUE CUSTOMER NEW
COVERAGE SERVICES SERVICES ADDED CARE SCHEMES
SERVICES AND OFFERS

FIG 12

INTERPRETATION

1. Network coverage

• 7 respondents feel that network coverage of Reliance JIO is excellent.

• 29 respondents feel network coverage of Reliance JIO is very good.
• 8 respondents feel network coverage of Reliance JIO is fairly good.
• 3 respondents feel network coverage of Reliance J10 is average.
• 3 respondents feel network coverage of Reliance JIO is poor
2. Data Services

• 4 respondents feel that Data Services of Reliance JIO is excellent.

• 13 respondents feel Data services of Reliance JIO are very good.
• 21 respondents feel data services of Reliance JIO are fairly good.
• 3 respondents feel data services of Reliance JIO are average.
• 9 respondents feel data services of Reliance JIO are poor.

3. Calling Services

• 3 respondents feel that of calling services Reliance J10 is excellent.

• 16 respondents feel calling services of Reliance JIO is very good.
• 18 respondents feel calling services of Reliance JIO is fairly good.
• 7 respondents feel calling services of Reliance JIO is average.
• 6 respondents feel calling services of Reliance JIO is poor

4. Value Added services

• 3 respondents feel that of value-added services Reliance JIO is excellent.

• 20 respondents feel value added services of Reliance JIO is very good.
• 22 respondents feel value added services of Reliance JIO is fairly good.
• 2 respondents feel value added services of Reliance JIO is average.
• 3 respondents feel value added services of Reliance JIO is poor

5. Customer Care

• 4 respondents feel that of customer care Reliance JIO is excellent.

• 8 respondents feel value customer care of Reliance JIO is very good.
• 29 respondents feel value customer care of Reliance JIO is fairly good
• 7 respondents feel customer care of Reliance JIO is average.
• 2 respondents feel customer care of Reliance JIO is poor

6. New schemes and offers

• 6 respondents feel that of new schemes and offers Reliance JIO is excellent.
• 21 respondents feel value new schemes and offers of Reliance JIO is very good.
• 20 respondents feel new schemes and offers of Reliance JIO is fairly good.
• 3 respondents feel new schemes and offers of Reliance JIO is average

• WHAT SHOULD BE IMPROVED IN RELIANCE JIO SERVICES?

 RESPONSE % OF RESPONDENTS NO. OF RESPONDENTS

NETWORK COVERAGE 22.4 11

DATA SERVICES 49 24

CALLING SERVICES 55.1 27

VALUE ADDED SERVICES 10.2 5

CUSTOMER CARE 18.4 9

NEW SCHEMES AND 4.1 2

OFFERS

NETWORK SERVICES

DATA SERVICES

CALLING SERVICE

CUSTOMER CARE

VALUE ADDED

NEW SCHEMES

0 10 20 30 40 50 60

FIG 13

INTERPRETATION

• 11 respondents want to improve network coverage in Reliance Jio.

• 24 respondents want to improve data service in Reliance Jio.
• 27 respondents want to improve calling services in Reliance Jio.
• 9 respondents want to improve Customer care facility in Reliance Jio.
• 5 respondents want to improve value added services in Reliance Jio.
 • 2 respondents want new schemes and offers in Reliance Jio

• ARE RESPONDENTS SATISFIED WITH RELIANCE JIO SERVICES?

SATISFACTION % OF RESPONDENTS NO. OF RESPONDENTS

YES 78 39

NO 22 11

YS
NO

FIG 14

INTERPRETATION

• 78% of respondents are satisfied.

• 22% of respondents are not satisfied.

• WOULD THE RESPONDENTS RECOMMEND RELIANCE JIO TO OTHERS?

 RESPONSE % OF RESPONDENTS NO. OF RESPONDENTS

YES 62 31

NO 14 7

MAYBE 24 12

YES
NO
MAYBE

FIG 15

INTERPRETATION

• 62% of respondents will recommend Jio to others.

• 14% of respondents will not recommend Jio to others.
• 24% of respondents are not sure about it.

• ARE RESPONDENTS USING ANY OTHER SERVICE PROVIDER THAN RELIANCE

JIO?
 RESPONSE % OF RESPONDENTS NO. OF RESPONDENTS

YES 88 44

NO 12 6

YES
NO

FIG 16

INTERPRETATION

• 88% of respondents are also using other service provider than reliance Jio.
• 22% of respondents are using reliance Jio only.

• IF YES, WHICH ONE?

RESPONSE % OF RESPONDENTS NO. OF RESPONDENTS

AIRTEL 33.3 15
 IDEA 17.8 8

VODAFONE 20 9

BSNL 15.6 7

AIRCEL 13.3 6

AIRTEL
IDEA
VODAFONE
BSNL
AIRCEL

FIG 17

INTERPRETATION

• 33.3% of respondents use airtel with reliance Jio.

• 17.8% of respondents use idea with reliance Jio.
• 20% of respondents use Vodafone with reliance Jio.
• 15.6% of respondents use BSNL with reliance Jio.
• 13.3% of respondents use Aircel with reliance Jio.

• IN COMPARISON WITH RELIANCE JIO DO RESPONDENTS FIND SERVICE OF ANY

OTHER SERVICE PROVIDER BETTER OR NOT.
 RESPONSE % OF RESPONDENTS NO. OF RESPONDENTS

YES 61.7 29

NO 29.8 14

MAYBE 8.5 4

YES
NO
MAYBE

FIG 18

INTERPRETATION

• 61.7% of respondents find the services of other service provider better than reliance Jio.
• 29.8% of respondents find the service of reliance Jio better.
• 8.5% of respondents are not sure about it.
 CHAPTER-5
DATA INTERPRETATION

FINDINGS

The following are the findings of the study: -

1. While conducting the survey, I found that most of 78% respondents are satisfied with Reliance JIO, and
22% of respondents are not satisfied. Because they have network problem in some areas.

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

3. Most customers purchased JIO because of its free services

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

5. Reliance JIO is the market leader in Delhi areas, all the customers are preferably happy with its products
& services.

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

7. Wide network coverage is available in Delhi areas according to the customers. 8. JIO services are highly
effective in Delhi as the no. of calls made to the customer low at last it can be said that there are a lot of scope
of Reliance Jio market in near future.

SUGGESTIONS

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

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

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

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

5. Make the advertisement of Reliance JIO by putting hoardings, boards, posters, and neon (electric) sign
boards in every area. It should be highlighted punch line "LYF DEKHO LYF JAISI"

6. Get the feedback from existing customers about Reliance JIO and take the reference customers for making
new customers.
8. Reliance JIO should try building a good relationship with all retailers. praise, recognition & honor on
several occasion for our retailers would help a lot.

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

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

LIMITATIONS

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

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

3. As the sample size of the survey was so small and comprise of only 50 customers, the results may have
some prone to errors.

4. Study accuracy totally based upon the respondent’s response.

5. Stipulated short span of time for survey.

 CHAPTER 6
CONCLUSION

Reliance JIO has become a very successful brand in India & providing customer satisfaction is to be their
main motive. It provides unlimited free calling and data services & SMS on the move as people are more
dependent on it in their daily lives like wide network coverage and good 4G services. Because 3G services
was unable to meet our customer needs and wants. That's why 4G has been evolved for Indian customers.
Reliance JIO possesses congestion free & wide network coverage, attractive 4G schemes & customer services
as well as lifetime roaming free services. Providing customer satisfaction is the most crucial step of the
company as they are to be satisfied and provides Internet access on the move such as Wide network coverage
and good 4G services as they are important and technology advanced stuff required by almost everybody in
today's environment.

Reliance J10 is a home brand company and a very emerging brand in India and will be successful in overseas
market in upcoming years. It possesses congestion free & wide network, attractive 4G schemes & customer
services to cover one of the widest areas,

From the details it can be concluded that 75% 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 booming in the telecom industry.
 BIBLIOGRAPHY
The list of reference for the purpose of completing this marketing project is as given below:

BOOKS:

Marketing management By KotlerPhilips.2009.

INTERNET:

www.network.co.in

www.jio.com

www.airtel.com

www.vodafone.com

http://iosrjournals.org/iosr-jbm/papers/ncibppte-volume-1/1014

http://journal-archieves15.webs.com/581-589 www.ijrcm.org.in
 ANNEXURE
NAME

GENDER

• MALE
• FEMALE

OCCUPATION

• STUDENT
• BUSINESSMAN
• SERVICE EMPLOYEE
• HOUSEWIFE

AGE

• BELOW 20
• 20-30
• 30-40
• ABOVE 40

QUESIONNAIRE

1. Since when you are using RELIANCE JIO

• Less than three months

• 3-4 months
• more than 4 months
• Non users

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

• Television
• Internet
• Newspaper
• Radio

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

• Connectivity
• Schemes
• Advertisements
• Goodwill

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

• Data services
• Call rate
• Network coverage
• Value added services

5. Why did you choose this service provider

• Unlimited calling services

• Unlimited Data services
• Unlimited SMS services
• All services

6. Have you called anytime at customer care?

• Yes
• No

7. If yes, how often you call at customer care?

• Daily
• Once in week
• Once in month
• Rarely

8. For what reason do you call customer care?

• Value added services

• Information regarding new schemes
• Complaints
• Other queries

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

SERVICES EXCELLENT VERY GOOD FAIRLY AVERAGE POOR

GOOD

NETWORK’S
COVERAGE
 DATA
SERVICES

CALLING
SERVICE

VALUE
ADDED
SERVICES

CUSTOMER
CARE

NEW
SCHEMES
AND
OFFERS

10. What should be improved in Reliance JIO services?

• connectivity
• data services
• calling services
• value added services
• customer care
• New scheme and offers

11. Are you satisfied with Reliance JIO services?

• Yes
• No

12. Would you recommend JIO to others?

• Yes
• No
• Maybe

13. Are you using any other service provider then Reliance J10

• Yes
• No

14. If yes, which one.

• Airtel
• Idea
• Vodafone
• BSNL
• Aircel

15. In comparison to Reliance JIO do you find the service of any other service provider better or not

• Yes
• No