A COMPREHENSIVE PROJECT REPORT ON

"CUSTOMER SATISFACTION TOWARDS RELIANCE JIO"

SUBMITTED TO

Parul Institute of Management And Research In Partial Fulfilment of the Requirement of

The Masters of Business AAdministration

Under the Guidance of Asst. Professor Jay prakash llamoria

Submitted By: Ms. Vandana Jadon

Batch 2019-2021 Enrollment No:190614200081

Mr. Naresh Gorle Batch 2019-2021 Enrollment No: 190614200246

Parul Institute of Management & Research

MBA Programme

Parul University Limda, Waghodia May, 2021

DECLARATION This is to declare that the this Project report on “Customer satisfaction towards Reliance Jio” is a record of genuine work done by me under the guidance of Dr. Jayprakash Lamoria Faculty of management in PU, in the partial fulfilment of the requirement for Master of Business Administration I declare that this project report is original and not submitted to any other university before.

Date:

Place:

Vandana jadon

Naresh Gorle

CERTIFICATE FROM INSTITUTE

Certified that this Comprehensive Project report titled “customer

satisfaction towards Reliance Jio” is the bonafied work of Ms.

Vandana Jadon

(Enrollment No: 190614200081) and Mr. Naresh Gorle (Enrollment

No: 190614200246) who carried out the research under my

supervision. I also certify further, that to the best of my knowledge

the work reported herein does not form part of any other project

report or dissertation on the basis of which a degree or award was

conferred on an earlier occasion on this or any other candidate.

Place: VADODARA

DATE:

________________ _____________

Dr. Jayprakash Lamoria Dr. Bijal Zaveri

Project Guide Dean & Director

PREFACE

Master of business administration is a course, which combines both theories

and its applications as its contentsof study in the field of management. As part

and parcel of this course, every aspirant has to undergo as "market analyst".

The purpose of this study project is to expose the student of management

science with real life situations existing in the organisation and to provide an

insight in to the various functions who can visualize things what they have

been taught in classroom. The real life situation is really different from the

stimulated exercise enacted in an artificial environment inside then I choose

customer satisfaction towards reliance jio. The project report presented here

is a result of my hard work. This project report helps me to learn about of

working in telecom services.

Acknowledgement

I am thankful to Project coordinator Dr. Jayprakash Lamoria (Faculty

of Parul University) for overall guidance and help.

My friends have been biggest support for me at every juncture of

life. They manifested their great interest in my research work also

always tried to make things easy for me.

A word of gratitude goes to my family members whose love:

affection and understanding have enabled me to complete this

endeavour with ease.

At the end, I think to almighty for giving me courage and strength to

conduct this project report

________________

Ms. Vandana Jadon PIET- MBA

Enrollment No: 190614200081

________________

Mr. Naresh Gorle PIET- MBA

Enrollment No: 190614200246

CONTENTS

Preface

Acknowledgement

Executive Summery

CHAPTER 1 GENERAL INFORMATION

INTRODUCTION

TELECOM POLICY

GROWTH OF THE COMPANY

CHAPTER 2 PRIMARY STUDY

LITERATURE REVIEW

SCOPE OF STUDY

PROBLEM STATEMENT

OBJECTIVES OF STUDY

HYPOTHESIS

RESEARCH METHODOLOGY

CHAPTER 3 DATA AND INTERPRETATION

APPEDIX

LIMITATIONS

SUGGESTIONS

CONCLUSION

BIBLIOGRAPHY

EXECUTIVE SUMMARY

The project report is based on telecom sector as the telecom sector

is growing at a very good pace.

This project titled on “Customer Satisfaction towards Reliance JIO” is

being conducted to identify factors and provide revolutionary 4G LTE

coverage and high speed Wi-Fi services of Reliance JIO at all parts of

Muradnagar city.

RJIL (Reliance JIO Info COMM Ltd.) has successfully demonstrated

legal interception and monitoring rules compliance of its 4G network

for high-speed wireless internet, phone calls, video and messaging

service across country.

To identify all the below buildings in work scope area and establish

contacts with the building owner/association and explain them the

benefits of high-speed internet and 4G connectivity.

✓ All G+5 (ground floor + five floors) and above buildings

✓ Shopping malls

✓ Hospitals

✓ Hotels

✓ Colleges

To capture all the details of the building. The variables are

involved in this project

1. Area

2. Address

3. Building Name

4. Number of floors

5. Type (commercial, residential, both, hotel, hospital)

6. Latitude & longitude (By using smart phone app)

7. Number of Home passes

Part-1

GENERAL INFORMATION

INTRODUCTION OF THE TOPIC

After the globalization of India economy in 1991the telecommunication

sector remained one of the most happening sectors in India. The recent

years witness rapid and dramatic changes is the field of

telecommunications. In the last few years more and more companies

both foreign domestic, come in to cellular service, service market and

other large number of services in the people.

A company may be referred to anyone engaged in evaluating, acquiring,

using or disposing of services which he expects well satisfy his wants. If

any producer makes out the marketing programme ignoring the

consumer preferences, he cannot possibly achieve his ultimate

objectives. A manufacturer must plan his production and distribution to

suit the consumer’s convenience rather than his own. Therefore a

marketer must know more and more about the consumers, so that the

products can be produced in such a fashion to give satisfaction to them.

In the year of 1989, the number of cell phone users in India was

zero. In the year of 1999 the number of cell phone users has gone up by

13 lakhs. In the year of 2000 the number cell phone users have risen by

one million. Indian telecom sector added a staggering 227.27 million

wireless mobile users in the 12 months between March 2010 and March

2011, while the overall tele density has increased to 81.82% as of 30

November 2015, and 2015, and the total numbers of telephone phone

users (mobile & landline) have reached 1009.46 million as of May 2015.

Now currently telephone subscriber (mobile & landline) is 1058.01

million (May 2016).

The company is reconfiguring to meet the growing demand for mobile

services. It will differentiate our mobile services from our competitors

through ongoing investment in technology, distribution and customer

services, providing both a great customer experience and value.

The company is updating our retail footprint to a new Reliance JIO

concept delivering a differentiated customer experience. A core part of

our promise to customers is to ensure that their technical experts in

store transfer all their personal data to their new LYF phone allowing

them to walk out of the store with their phone fully functional.

Extensive trials of our new concept store across all markets have shown

significant increases in both sales and customer satisfaction. The new

concept will be rolled out globally over the next upcoming years.

JIO is also known as Reliance JIO and officially as Reliance JIO Infocomm

Limited (RJIL), is an upcoming provider of mobile telephony, broadband

services, and digital services in India.

Reliance JIO is part of the “Bay of Bengal Gateway” Cable system

planned to provide connectivity between South East 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.

The Dominant Players

➢ Bharti Airtel-----23% Market Share

➢ Vodafone India -----18% Market Share

➢ Idea Cellular-----15% Market Share

➢ Reliance Communications-----12% Market Share

Reliance industries Chairman Mukesh Ambani commented an investment of

Rs. 2,50,000 crores on “Digital India” and said he expected the groups

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 1.3 billion Indians will have high-speed,

mobile Internet. And by 2017, company would cover 90 percent. And by 2018,

all of India would be covered by this digital infrastructure.

ABOUT COMPANY (INDUSTRY PROFILE)

India has a fast growing mobile services market with excellent potential for the

future. With almost five million subscribers amassed in less than two years of

operation. India’s growth tempo has far exceeded that for numerous other

markets, such as China and Thailand, which have taken more than five years to

reach the figures India currently holds. The number of mobile phone

subscribers in the country would exceed 50 million by 2010 and cross 300

million by 2016, according to Cellular Operations Association of India (COAI).

According to recent strategic research by Frost & Sullivan, Indian Cellular

Services Market, such growth rates can be greatly attributed to the drastically

falling price of mobile handsets, with price playing a fundamental role in Indian

subscriber requirements. Subscribers in certain regions can acquire the

handset at almost no cost, thanks to the mass-market stage these technologies

have reached internationally. The Indian consumer can buy a handset for $150

or less. This should lead to increased subscribership. This market is growing at

an extremely fast pace and so is the competition between the mobile service

providers.

With the presence of a number of mobile telephony services providers

including market leaders like Airtel, Reliance, Idea cellular, BSNL, etc. Who are

providing either of the two network technologies such as Global System for

Mobile Communications (GSM) and code Division Multiple Access (CDMA). In

cellular service there are two main competing network technologies. Global

System for Mobile Communications (GSM) and code Division Multiple Access

(CDMA). Understanding the difference between GSM and CDMA will allow the

user to choose the preferable network technology for his needs.

Global System for Mobile Communication (GSM) is a new digital technology

developed by the European community to create a common mobile standard

around the world. It helps you achieve higher sell capacity and better speech

quality and one can enjoy crystal clear reception on one’s mobile phone. It

automatically solves the problem of eavesdropping on one’s calls.

Before analysing the telecom licensing framework in India. It is imperative that

one must examine what is a license. License issued by the government is an

authority, given to a person upon certain conditions to do something which

have been illegal or wrongful otherwise.

For example, a driver’s license issued by the government gives the authority to

a person to drive a major vehicle. There are three main types of license fee

which the government charges: (1) initial license fee, which generally is non-

refundable, (2) annual license fee, and (3) additional fee for allocation of

spectrum.

Licensing framework has been an integral part of India’s telecommunication

law. Under the Indian Telegraph Act, 1885, section 4 gives power to the

government to grant license to any person to establish maintain or use a

telegraph.

Code division Multiple Access (CDMA) describes a communication channel

access principle that employees spread technology and a special coding

scheme (where each transmitter is assigned a code). It is a special spectrum

signalling. Since the modulated coded signal has a much higher bandwidth

than the data being communicated. CDMA is the current name for mobile

technology and is characterized by high capacity and small cell radius. It has

been used in many communication and navigation systems, including the

Global Positioning System and the omnitracs satellite system for transportation

logistics.

Indian mobile telephony market is increasing day by day and there is more to

happen with technological up gradations occurring nearly every day and the

ever-increasing demand for easier and faster connectivity, the mobile

telephony market is expected to race ahead.

NATIONAL TELECOM POLICY 1994

The National Telecom Policy was announced in 1994 which aimed at

improving India’s competitiveness in the market and provides a base

for a rapid growth in exports. This policy eventually facilitated the

emergence of Internet services in India on the back of established

basic telephony communication network. This policy also paved way

for the entry of the private sector in telephone services.

The main objectives of the policy were:

• To ensure telecommunication is within the reach of all, that is,

to ensure availability of telephone on demand as early as

possible.

• To achieve universal service covering all villages, that is, enable

all people to access certain basic telecom services at affordable

and reasonable prices.

• To ensure world-class telecom services. Remove consumer

complaints, resolve disputes and encourage public interface

and provide a wide permissible range of services to meet the

demand at reasonable prices.

• To ensure that India emerges as a major manufacturing base

and major exporter of telecom equipment.

• To protect the defence and security interest of the nation.

NEW TELECOM POLICY 1999 (NTP 1999)

In recognition of the fact that the entry of the private sector, which

was envisaged during NTP. 94, was not satisfactory and in response

to the concerns of the private operators and investors about the

viability of their business due to non-realization of targeted revenues

the government decided to come up with a new telecom policy. The

most important milestone and instrument of telecom reforms in

India is the New Telecom Policy 1999 (NTP 99). The New Telecom

Policy 1999 (NTP 99) was approved on 26th March 1999, to become

effective from 1st April 1999. Moreover, convergence of both

markets and technologies required realignment of the industry. To

achieve India’s vision of becoming an IT superpower along with

developing a world class telecom infrastructure in the country, there

was a need to develop a new telecom policy framework. Accordingly,

the NTP 1999 was framed with the following objectives and targets.

➢ Availability of affordable and effective communication for

citizens was at the core of the vision and goal of the new

telecom policy.

➢ Provide a balance between provision of universal service to all

uncovered areas, including rural areas, and the provision of

high-level services capable of meeting the needs of the

economy.

➢ Encourage development of telecommunication facilities in

remote, hilly and tribal areas of the nation.

➢ To facilitate India’s journey to becoming an IT superpower by

creating a modern and efficient telecommunication

infrastructure taking in to account the convergence of IT,

media, and telecom and consumer electronics.

➢ Convert PCO’s, wherever justified, in to public telephone

information centres having multimedia capability such as ISDN

services, remote database access, government and

community information system etc.

➢ To bring about a competitive environment in both urban and

rural areas by providing equal opportunities and level playing

for all players.

➢ Providing a thrust to build world-class manufacturing

capabilities and also strengthen research and development

efforts in the country.

➢ Achieve efficiency and transparency in spectrum

management.

➢ Protect the defence and security interest of the country.

➢ Enable Indian telecom companies to become global players.

Players in the market:

➢ BSNL is the market leader with a 6.7% share followed by

MTNL, with 11.5% market share. Next is Bharti Airtel at

10.9% followed by Tata and Reliance at 5% and 4.1%

respectively.

➢ BSNL, as a company is growing and showed annual

revenues of approximately 54.5 billion as of 2014. BSNL

is serving more than 12.5 million customers across the

country and is catalyst in checking the price point for

telecom services.

➢ Also, with the government intensifying its rural focus,

only BSNL, can turn in to reality the next wave of rural

telecom penetration.

➢ BSNL is a 100% Central Government entity and

employees with BSNL, are entitled to get salaries and

perks as decided by the Government of India &not by

BSNL.

➢ However, both, MTNL & BSNL, are plagued by declining

revenues coupled with high costs. BSNL has massive

infrastructure, manpower, systems, and 80% of landlines

and 90% of broadband connections in India are operated

by it.

➢ “Vodafone is investing nearly US$ 3 billion over the next

two years in India in expanding is network infrastructure

and distribution channel in the country”, as per Vittorio

Colao, CEO, Vodafone Plc.

➢ BlackBerry plans to set up enterprise solution centres to

educate corporate customers about various BlackBerry

Enterprise Service (BES) 10 solutions. “India is one of the

fastest growing markets n terms of Smartphone and

mobile data adoption,” said according to Sunil Lalvani,

Managing Director (MD), and BlackBerry India.

➢ Tata teleservices plans to set up nearly 4000 Wi-Fi

hotspots in nine cities across the country in the next two

years.

Booming sectors:

➢ The tide has turned for the telecom sector in India,

as growth and profitability has accelerated in

recent times. Tower companies are reaping

benefits of a turnaround in the sector as operators

have started investing in networks to boost data

penetration.

➢ However it is in the country’s booming mobile

segment in which the major battles are being

fought. Three major private players – Bharti Airtel,

Reliance and Vodafone – with a formidable 54%

share of the market between them, lead a large

field of mobile operators. State – owned

enterprises – BSNL and MTNL – have also been

making their presence felt with a combined market

share of 12%.

➢ The ongoing expansion of the middle ecosystem,

coupled with demand for high-bandwidth

applications and services such as video and

gaming, is keeping pressure on the industry to

increase the availability and quality of broadband

connectivity.

➢ What does the mean for players in the sector?

Carriers will continue to pursue technological

advancements to handle demand, including

offloading some mobile bandwidth needs to Wi-Fi,

which is proving an effective complement to

mobile networks. At the same time, long-term

spectrum availability, spectrum efficiency, small

cells and continued backhaul improvements are

likely to be a key focus to assure continued mobile

broadband momentum.

OVERVIEW OF THE COMPANY

Jio's headquarters in RCP, Navi Mumbai Formerly known as Infotel Broadband Services Limited (20092013) • Reliance Jio Infocomm Limited (2013- 2015) Style Subsidiary Industry.Telecommunications Headquarters Navi Mumbai, Maharashtra, India Main individuals Sanjay Mashruwalla (Managing Director) Akash Ambani (Chief of Strategy) Jyotindra Thacker (Head of IT)

Jio Applications MyJio, JioChat, JioPlay, JioBeats, JioMoney, JioDrive, JioOnDem

and, JioSecurity, JioJoin, JioMags, JioXpressNews, Jionet WiFi Parent Reliance I

ndustries Subsidiaries LYF Website

www.jio.com Jio, also known as Reliance Jio and officially known as Reliance Jio

Infocomm Limited (RJIL), is an upcoming mobile telephony provider. A subsidy

from Reliance Jio Infocomm Limited (RJIL)It is an emerging provider in India of

mobile telephony, broadband and digital services. The first telecom operator t

o hold a pan-

India Unified License is Reliance Jio Infocomm Limited (RJIL), a subsidiary of Rel

iance Industries Limited (RIL), India's Largest private Sector Company. Formerly

known as Infotel Broadband Services Limited (IBSL), Jio will provide 4 G service

s using LTE technology It was founded in 2007 as The telecommunications leg o

f Reliance Industries LimitedRJIL is setting up a panIndia telecom network to pr

ovide stable (4th generation) highspeed Internet access, rich networking servic

es and various differentservices to the highly underserved Indian market.In key

fields such as education, healthcare, defence, financial services , government c

itizen interfaces and entertainment, digital services on a pan-Indian basis.

RJIL seeks to provide access to creative and inspiring digital content, applications and services At any time and anywhere, thus propelling India into global leadership in the digital economy.RJIL is also implementing an improved packet core netwk to builda higcapacity, futuristic system to manage massive data and voice demands. In addition to highspeed data, the 4 G network can offer nonRJIL network voice services. RJIL has an 1800 MHz (14 circles) and 2300 MHz (22 circles) Range capable of delivering wireless networks of the fourth generation (4G)RJIL expects, through an interconnected ecosystem, to provide seamles4GServices using FDD-LTE on 1800 MHz and TDD-LTE on 2300 MHz Reliance Jio is part of the Bay Of Bengal Gateway Cable System, which is designed to link South East Asia, South Asia and the Middle East, as Well as Europe, Africa and Far East Asia via interconnections with other existing and newly developed cable systems in India, the Middle East and Far East Asia. Also in the process of building hundreds of monopolies, said the CompanyA business preparing to begin commercial telecommunications service operations in January is currently in the test phase for most of its offerings, including 4 G networks, a variety of mobile telephony applications, and the distribution of television content over its fibre optic network. Mr. Akash Ambani is being launched in business as a strategy chief in Reliance JIO, engaged

in day-to-day business operations, or Ms. Isha Ambani is engaged in branding and marketing. And the main individuals are Sanjay Mashruwalla (Managing Director) and Jyotindra Tacker (Head of IT). Mr. Akash Ambani is being launched in business as a strategy chief in Relance JIO, engaged in dayday business operations, or Ms. Isha Ambani is engaged in branding and marketing. And the main individuals are Sanjay Mashruwalla (Managing Director) and Jyotindra Tacker (Head of IT). Ambani said the launch of the Digital India initiative was a momentous opportu

nity in an information era in which digitalization changed the way you live, rea

d, function and play. Using the power of digital technology, it can turn the lives

of 1.2 billion Indians. And as well as "So 80 percent of the 1.3 billion Indians wi

ll have highspeed, mobile Internet." And the company will finance 90 percent b

y 2017. And this digital infrastructure will cover all of India by 2018.

GROWTH OF THE COMPANY

Reliance Industries (RIL) acquired a 96% stake in Infotel Broadband Services Li

mited (IBSL) for Rs 4,800cr in June 2010.

While unlisted, in the 4 G auction that took place earlier that year, IBBL was th

e only company to win broadband spectrum in all 22 zones in India. Infotel Bro

adband Services Limited was later renamed Reliance Jio Infocomm Limited (RJI

L) in January 2013 as RIL’s telecom subsidiary. Acquisition &bsubcidiaries: Infot

el Broadband Services Limited Acquired in 2010.

ILD & NLDInfotel Telecom. TechnologyRancore Technologies Agreements: An A

scend Telecom deal for its more than 4,500 towers across India. An arrangeme

nt with Tower Vision for Their 8,400 towers across India (June 2014). (May 201

4) An arrangement for their 11,000 towers across India with ATC India. An deal

with Viom Networks for their 42,000 Telecom Towers (April 2014)Agreement

with Bharti Airtel for a comprehensive shared agreement on telecommunicatio

ns infrastructure to share infrastructure generated by both parties to prevent,

wherever possible, duplication of infrastructure. A main international data con

nexion agreement with Bharti to use the dedicated fibre pair of Bharti's i2i sub

marine cable connecting India and Singapore (December 2013).(April 2013) ⁇

Agreements with Reliance Communications Limited to share approximately 1,2

0,000 fibrepair kilometres of optic fibre and 500,000 fibrepair kilometres respe

ctively (April 2013 / April 2014)

Reliance Jio will introduce LTE-FDD for the 1.8 GHz range, and will finally

be prepared to carry out all infrastructure and both range band LTE-

A network aggregation.Reliance Jio currently provides Wi-Fi

facilities in various cities in India. Most of these towns are in Gujarat, where on

e of the biggest petrorefineries is also run by Reliance Industries. When comme

rcially released, Jio users will have access to the 2 G & 3 G network of Reliance

Communications.OPERATIONS Jio announced in June 2015 that it will commen

ce operations in the country by the end of the year.

Four months later, however, a press release was sent by the company's spokes

men in October 2015 announcing that the launch was postponed to the first qu

arter of the 2016-2017 financial year.

PRODUCT & SERVICES RELIANCE JIO 4 G BROADBAND

In the first quarter of the financial year 2016 , the company launched its 4 G broadband services in India. It was expected to be published in December 2015, after some reports suggested that the company was waiting for the government to obtain final permits. Mukesh Ambani, owner of Reliance Industries Limited (RIL), whose telecom subsidiary is Reliance Jio With peripheral services such as instant messaging, live TV, movies on demand, news, streaming music, and a digital payment network, it will provide data and voice services.

PanIndia Spectrum Jio owns 800 MHz spectrum and 1,800 MHz bands in 10 an

d 6 circles, respectively, out of the country's total of 22 circles, and also owns 2

,300 MHz spectrum approved for panIndia. The spectrum is valid uuntil 2035.

Mukesh Ambani-led Reliance Jio entered into a spectrum

sharing agreement with younger brother Anil Ambani

backed Reliance Communications before its digital services launch.

The sharing arrangement is for seven circles rather than the 10 circles for whic

h Jio already owns the 800 MHz band.

The vision of Reliance jio for India is that broadband and digital services will no

longer be a luxury commodity, but will transform it into a simple

necessity that customers and small businesses will consume in abundance. The

initiatives are genuinely aligned with the 'Digital India' vision for our nation by

the Government of India.

Digital Healthcare • Affordable Gadgets • Jio Push • Digital Education • Digital

Currency • Digital Entertainment and Social Communication LYF SMARTPHONE

S In June 2015, Jio connected with Intex, a domestic handset manufacturer, to

provide voice over LTE (VoLTE) capabilities for 4 G handsets.

Through this, in addition to the 4 G wireless network, it plans to provide 4 G voi

ce calls in addition to rolling out highspeed Internet services using a fibre netw

ork.

[Nevertheless, Jio revealed i October 2015 that it will launch its own brand of

mobile handsets called 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.

Part - 2

Primary study

LITERATURE REVIEW

A.K. Antony (2016) : "A study on consumer satisfaction towards reliance jio

palakad area Kerala state" the present study aims to know the level of

satisfaction towards reliance jio net connection. He concluded the most of the

respondent's are highly satisfied with the reliance jio net to connection for its

network coverage.

HEMATHERPATAN (2016) : "Analyzed the behaviour of mobile phone users in

the tiruchirappali District. The consumer behaviour is the act of individuals

directly involved in obtaining and using economic goods and services, it

includes the decision processes that precede and determine this act. A cell

phone was developed in 1979 and in India, it was introduced in 1994. But it

became familiar only at the beginning of the year 2000. Now cell phone users

are scattered all over the world. One fifth of Indians are using cell phones now.

It is very fast development in the field of communication. It helps one to send

and receive information anytime and anywhere. The effective and efficient

usage of cell phones largely depends upon the attitude of cell phones users

and the growth of this communication sector depends on the cell phone

service providers. Cell phone users meet many problems. Problems about

buying a cell phone, choosimg an activation card, tower problem, variety of

schemes recharge coupons, roaming and optimum sue of cell phone facilities

are some of the vital issues of the cell phone users. So the researcher has

made a sincere attempt to analyze the customer Satisfaction of mobile phones

in the study area

S. Nemat sheereen the study on customer satisfaction of BSNL service in

Kerala. It had been started that BSNL is one of the leading telecommunication

services provides in kerala. Most of the studies conducted in this area indicate

the exploring development of services provided by number telecommunication

providers which opened the new world to the customer around the world. This

paper analyses the customer satisfaction of BSNL services provided in Kerala.

Quality of the service and maximum network coverage are the most important

factor which satisfies the customers about telecommunications.

PL. Senthil and s. Mohammed Safi analyzed the behaviour of mobile phone

users in the tiruchirappali District. The consumer behaviour is the act of

individuals directly involved in obtaining and using economics goods and

services. It includes the decision processes that precede and determine this

act. A cell phone was developed in 1979, and in India, it was introduced in

1994.but it became familiar only at the beginning of the year 2000.now cell

phone users are scattered all over the world one fifth of Indians are using cell

phones now. It is very fast development in the field of communication. It helps

one to send and receive information anytime and anywhere. The effective and

efficient usage of cell phones largely depends upon the attitude of the cell

phone users, and the growth of this communication sector depends on the cell

phone service providers. Cell phone users meet many problems. Problems

about buying a cell phone choosing an activation card, tower problem, variety

of schemes, recharge coupons, roaming and optimum use of cell phone

facilities are some of the vital issues of the cell phone users. So the researcher

has made a sincere attempt to analyze the consumer behaviour of mobile

phones the area of study

M. Nandhini and D. Sivasakthi made a study on consumer attitude perception

towards branded broad band. This indicated that the broad band is the new

oxygen. It opens up a large box of information with a single click of a button.

Get ready to surf the world in the www with a high-speed connection like

access mails faster, download music, share multimedia instantly. Video chat

with friends and oaly games with someone at the other end of the globe.

When broadband was first introduced as a method to connect to the Web,

many companies Confidently expected it to capture the majority of the market

share and with good reason. Broadband tends to be faster, more efficient, and

less problem laden then others access methods such as dial-up. As the

purchasing power of the people increases, requirements move towards

convenience, though the expectations are towards quality,quantity and less

price which lead to consumer satisfaction. Challenge are faced by domestic

and international market players in investing the money to satify the customer

market players in investing the money to satisfy the customers. Market

research is essential on a timely basis as there can be an attitute change from

individual to individual from time to time.

SCOPE OF THE STUDY

This study covers clients in the areas of Muradpurconcerning Dependence JIO.

The study seeks to assess Reliance JIO's customer satisfaction level. Through a

survey, the company will be able to meet its customer's expectation level.Only

by figuring out the issue that customers face during their purchase of Reliance

JIO products can the business achieve the expectation. The topic was taken up

for study as it plays a key role in the performance of the telecommunications in

dustry.

Without having happy customers, no company can think of selling their produc

t. In the long run, no business can succeed without hitting customer satisfactio

n standards. In short, the degree of satisfaction is

The relation between the enduser and the business.As long as the organisation is able to please its client; the consumer can stay in the loyal customer bracket. Therefore, knowing customer satisfaction and evaluating the degree of satisfaction from time to time is very important, since there is always space for improvement. The research will also be useful in evaluating the company's overall market position and the steps that should be taken by the Reliance JIO to increase its market share in the Gwalior area.

PROBLEM STATEMENT

Reliance jio has entered into the market of telecom services providers with

freebies and more data to the customers. In the knowledge world, jio's the

foray into the fast evolving market has made tremendous change in the

competition, price and data availability. Jio is widely used by the techno-savvy

customers. The customer satisfaction is conditioned by the price, availability

and addressing the problem of the customers at once. The rural area

customers also use reliance jio.

Even though the sector has reflected promising growth in India but still

remaining at a very low compared with international standards and this

providing tremendous opportunity for future growth in telecommunications

services. So Reliance jio improves the network connection and speed in rural

area

OBJECTIVES OF THE STUDY

➢ To research the level of customer satisfaction with products

and services from Reliance JIO

➢ To recognise the business potential of Reliance JIO products

and services offering in Gwalior and the market penetration.

➢ To consider clients knowledge of the JIO network.

➢ To research consumer bias against other customers JIO

network.

➢ To evaluate the satisfaction of the customer with JIO network.

➢ To give results and recommendation.

HYPOTHESES

Hypotheses - 1 :

* H0 : There is no significant relationship on between income

and satisfaction level

* H1 : There is significant relationship on between income and

satisfaction level

Hypotheses - 2 :

* H0 : There is no significant relationship between age and

awareness level

* H1 : There is significant relationship between the age and

awareness level

RESEARCH METHODOLOGY

Research design : the population of interest is limited to some parts of India due

to convenience. Customers measured through the questions that revealed the

customer satisfaction towards reliance jio.

Source of data : the research is based on primary data and secondary

data. Primary is collecting from the questionnaire. Secondary data is also

collected from existing journeys, articles, and research papers.

Sampling method : the sample is selected by using convenience

sampling method.

Sample unit : the sample unit is from the age group of 18 to 40

Sampling size : it is the total number of respondents targeted for

collecting the data for the research. Sample size of 100 persons taken in

this research

Research instrument: structure questionnaire, open - ended questions.

CHAPTER-3

DATA AND INTERPRETATION

APPEDIX

1. Do you have a mobile phone?

a) Yes

b) No

2. Are you aware about Reliance JIO?

a) Yes

b) No

3. Which operators’ service do you use?

a) Airtel

b) Vodafone

c) Idea

d) Reliance JIO

4. What is your average monthly expenditure on mobile (in Rs)?

a) Rs 100-Rs200

b) Rs 200-Rs300

c) Rs 300-Rs400

d) Above Rs 500

5. From which source you come to know about Reliance JIO?

a) Newspaper

b) Advertisement

c) Mouth publicity

d) Hoardings

6. Since how long you are using Reliance JIO services?

a) Less than one month

b) 2-3 months

c) 4-5 months

d) None users

7. Which feature of Reliance JIO convinced you to use this?

a) Connectivity

b) Schemes

c) Advertisements

d) Goodwill

8. Which service do you like most while using the Reliance JIO services?

a) Data services

b) Call rate

c) Network coverage

d) Value added services

9. Why did you choose this service provider?

a) Unlimited calling services

b) Unlimited Data services

c) Unlimited Sms services

d) All services

10) Do you call at customer care?

1. Yes

2. No

11) Yes, how often you call a customer care?

a) Daily

b) Once in week

c) Once in month

d) Rarely

12) For what reason do you have call customer care?

a) Value added services

b) Information regarding new schemes

c) Complaints

d) Other queries

13) Are you satisfied with Reliance JIO services?

a) Yes

b) No

14) What should be impressed in Reliance JIO services

a) Improve in network

b) Remove calling congestion

c) Upgrade in Android version

d) Others

LIMITATIONS

• The first challenge I have faced is getting the customers to comply.

• Many of the respondents I approached did not agree with the project's

need and usefulness and therefore did not agree to provide me with a

data

• The behaviour of the client is unpredictable, which can lead to a loss of d

ata accuracy.

• The results could be vulnerable to errors because the sample size of the

survey was so limited and consisted of only 108 customers.

• Study accuracy totally based upon the respondents response.

Suggestions • From the overall study, it was found that most of the customers are satisfied

with the current services.

• Company should improve the ambience of the service stations

• The download and upload speed of the network has reduced drastically in

many places. The Reliance Jio sim users are expecting high speed. So increasing

network speed to great extent. It would be better.

• Reliance Jio’s frequent update innovation technology when it’s required.

• Giving continue offer on calls to customers at best possible levels will be

good.

• Reliance Jio sim should introduce some new schemes for the youngsters

• Customers expect low cost Reliance phone.

CONCLUSION

This research conclusion provides result of whether the customers are

satisfied with JIO service network. Reliance JIO has become a very successful

brand in India & providing customer satisfaction is to be there main motives. It

provides unlimited free calling and data services & SMS on the move as people

are more dependent on it is their daily lives like wide network coverage and

good 4G services. From the result of Mobile Number Portability is the

evidence of customer of other service network wants to be JIO users. Some of

the suggestion are suggested to improve the areas were respondent Finland

wants improvement in JIO service network which help Reliance JIO is capture

the wide area of Indian markets increasingly day by day

BIBLIOGRAPHY

➢ Referred Books:

➢ Kothari. C.R (2004): Research Methodology Methods & Techniques”,

New Age International Publishers, New Delhi, 2nd Edition.

➢ Principles of Marketing – Philip Kotler & Kevin Keller edition 12

➢ Market Research – D.D.Sharma

➢ Research Methodology – C.R. Kothari

➢ Books & magazine on mobile communication Kamil Sh. Zigangirov.

➢ Websites

• www.JIO.com

• www.MYLYF.com

• www.google.com