1. 1 INTRODUCTION OF TELECOM After the globalization of India economy in 1991 the TELE- COMMUNICATION SECTOR remained one of the most happening sectors in India. The recent years witnesses rapid and dramatic changes in the field of telecommunications. In the last few years more and more companies both foreign, domestic, come into cellular service, service market and offers large number of services to the people. A consumer may be referred to anyone engaged in evaluating, acquiring, using or disposing of services which he expects will satisfy his wants. If any producer makes out the marketing programmer ignoring the consumer preferences, he cannot possibly achieve his ultimate objectives. A manufacturer must plan his production and distribution to suit the consumer’s convenience rather than his own. Therefore a marketer must know more and more about the consumers, so that the products can be produced in such a fashion to give satisfaction to them. In the year of 1989, the number of cell phone users in India was zero. In the year of 1999 the number of cell phone users has gone up by 13 lakh. In the year of 2000 the 1
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1. 1 INTRODUCTION OF TELECOM
After the globalization of India economy in 1991 the TELE-COMMUNICATION SECTOR
remained one of the most happening sectors in India. The recent years witnesses rapid and
dramatic changes in the field of telecommunications. In the last few years more and more
companies both foreign, domestic, come into cellular service, service market and offers large
number of services to the people.
A consumer may be referred to anyone engaged in evaluating, acquiring, using or disposing of
services which he expects will satisfy his wants. If any producer makes out the marketing
programmer ignoring the consumer preferences, he cannot possibly achieve his ultimate
objectives. A manufacturer must plan his production and distribution to suit the consumer’s
convenience rather than his own. Therefore a marketer must know more and more about the
consumers, so that the products can be produced in such a fashion to give satisfaction to them.
In the year of 1989, the number of cell phone users in India was zero. In the year of
1999 the number of cell phone users has gone up by 13 lakh. In the year of 2000 the number of
cell phone users has risen by one million. Indian telecom sector added a staggering 227.27
million wireless mobile users in the 12 months between March 2010 and March 2011, while the
overall teledensity has increased to 81.82% as of 30 November 2015, and the total numbers of
telephone phone users (mobile & landline) have reached 1009.46 million as of May 2015. Now
currently telephone subscriber (mobile & landline) is 1058.01 million (May 2016).
The company is reconfiguring to meet the growing demand for mobile services. It will
differentiate our mobile services from our competitors through ongoing investment in
technology, distribution and customer services, providing both a great customer experience and
competitive value.
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The company is updating our retail footprint to a new Reliance JIO concept delivering a
differentiated customer experience. A core part of our promise to customers is to ensure that their
technical experts in store transfer all their personal data to their new LYF phone allowing them
to walk out of the store with their phone fully functional. Extensive trials of our new concept
store across all markets have shown significant increases in both sales and customer satisfaction.
The new concept will be rolled out globally over the next upcoming years.
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1.2 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 of 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 Operators 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 ones mobile phone. It automatically solves the problem of eavesdropping on ones calls.
Before analyzing 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
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upon certain conditions to do something which would 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 motor vehicle. There are three main types of license fee which the government charges: (I)
initial license fee, which generally is non-refundable, (ii) annual license fee, and (iii) 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 employs spread spectrum technology and a special coding scheme (where each transmitter is
assigned a code). It is a spread spectrum signaling, 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.
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1.3 NATIONAL TELECOM POLICY 1994 (NTP 1994):-
The National Telecom Policy was announced in 1994 which aimed at improving India's
competitiveness in the global market and provide 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 interests of the nation.
The policy also announced a series of specific targets to be achieved by 1997 and further
recognized that to achieve these targets the private sector association and investment would be
required to bridge the resource gap.
Thus, to meet the telecom needs of the nation and to achieve international comparable
standards, the sector for manufacture of telecom equipment had been progressively relicensed
and the sub-sector for value-added services was opened up to private investment (July 1992) for
electronic mail, voice mail, data services, audio text services, video text services, video
conferencing, radio paging and cellular mobile telephone. The private sector participation in the
sector was carried out in a phased manner. Initially the private sector was allowed in the value
added services, and thereafter, it was allowed in the fixed telephone services. Subsequently,
VSAT services were liberalized for private sector participation to provide data services to
closed user groups.
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Establishment of TRAI
The entry of private players necessitated independent regulation in the sector; therefore, the
TRAI was established in 1997 to regulate telecom services, for fixation/revision of tariffs, and
also to fulfill the commitments made when India joined the World Trade Organization (WTO)
in 1995. The establishment of TRAI was a positive step as it separated the regulatory function
from policy-making and operation, which continued to be under the purview of the DoT2.
The functions allotted to the TRAI included:
a. To recommend the need and timing for introduction of new service provider
b. To protect the interest of customers of telecom services
c. To settle disputes between service providers
d. To recommend the terms and conditions of license to a service provider
e. To render advice to the Central government on matters relating to the development of
telecommunication technology and any other matter applicable to the telecommunication
industry in general.
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1.4 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 into account the convergence of IT,
media, telecom and consumer electronics
Convert PCOs, wherever justified, into public telephone information centers having
multimedia capability such as ISDN services, remote database access, government and
community information systems etc.
To bring about a competitive environment in both urban and rural areas by providing
equal opportunities and level playing field 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
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Protect the defense and security interests of the country
Enable Indian telecom companies to become global players.
In line with the above objectives, some of the specific targets of the NTP 1999 were:
Make available, telephone on demand by 2002 and achieve a tele density of 7% by 2005
and 15% by 2010
Encourage development of telecom in rural areas by developing a suitable tariff structure
so that it becomes more affordable and by also making rural communication mandatory
for all fixed service players and thus
o Achieve a rural tele density of 4% by 2010 and provide reliable transmission
o media in all rural areas.
Players in the market
BSNL is the market leader with a 67.7 per cent share followed by MTNL with 11.5 per
cent 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 $4.5
billion as of 2014. BSNL is serving more than 125 million customers across the country
and is catalyst in checking the price point for telecom services.
Also, with the government intensifying its rural focus, only BSNL can turn into reality
the next wave of rural telecom penetration.
BSNL is a 100% Central Government entity and employees with BSNL are entitled to get
salaries and perks as decided by Government of India and not by BSNL
However both, MTNL and BSNL are plagued by declining revenues coupled with high
costs. BSNL has massive infrastructure, manpower, systems, and 80 per cent of landlines
and 90 per cent of broadband connections in India are operated by it.
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“Vodafone is investing nearly US$ 3 billion over the next two years in India in expanding
its network infrastructure and distribution channel in the country,” as per Vittorio Colao,
CEO, Vodafone Plc.
BlackBerry plans to set up enterprise solutions centres to educate corporate customers
about various BlackBerry Enterprise Service (BES) 10 solutions. "India is one of the
fastest growing markets in terms of smartphone and mobile data adoption,” said
according to Sunil Lalvani, Managing Director (MD), BlackBerry India.
Tata Teleservices plans to set up nearly 4,000 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%.
According to Craig Wigginton, vice chairman and U.S. Telecommunications leader,
Deloitte & Touche LLP, the big challenge for the telecom industry in 2016 – which also
presents a major growth opportunity for the sector – is that consumers are getting
addicted to connectivity and high speed.
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The ongoing expansion of the mobile 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 this 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
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1.5 COMPANY PROFILE
RELIANCE JIO
Jio also known as Reliance Jio and officially as Reliance Jio Infocomm Limited (RJIL),[is an
upcoming provider of mobile telephony, broadband services, and digital services in India..
Reliance Jio Infocomm Limited (RJIL), a subsidiary of Reliance Industries Limited (RIL),
India’s largest private sector company, is the first telecom operator to hold pan India Unified
License.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 (4th generation) high speed internet connectivity, rich communication services
and various digital services on pan India basis in key domains such as education, healthcare,
security, financial services, government citizen interfaces and entertainment. RJIL aims to
provide anytime, anywhere access to innovative and empowering digital content, applications
and services, thereby propelling India into global leadership in digital economy.
RJIL is also deploying an enhanced packet core network to create futuristic high capacity
infrastructure to handle huge demand for data and voice. In addition to high speed data, the 4G
network will provide voice services from / to non-RJIL network.
RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz (across 22 circles) capable
of offering fourth generation (4G) wireless services. RJIL plans to provide seamless 4G services
using FDD-LTE on 1800 MHz and TDD-LTE on 2300 MHz through an integrated ecosystem.
Reliance Jio is part of the “Bay Of Bengal Gateway” Cable System, planned to provide
connectivity between South East Asia, South Asia and the Middle East, and also to Europe,
Africa and to the Far East Asia through interconnections with other existing and newly built
cable systems landing in India, the Middle East and Far East Asia.
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 telcos, 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 telcos such as Bharti Airtel
Ltd, Vodafone India Pvt Ltd and Idea Cellular Ltd.
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Jio's headquarters in RCP, Navi Mumbai
Formerly called
Infotel Broadband Services Limited (2009 - 2013)
Reliance Jio Infocomm Limited (2013 - 2015)
Type SubsidiaryIndustry Telecommunications
Headquarters Navi Mumbai, Maharashtra, India
Key people Sanjay Mashruwalla (Managing Director)Jyotindra Thacker (Head of IT) Akash Ambani (Chief of Strategy)
ProductsMobile telephony, broadband, Wifi,Router and 4G Data services
1. Kumar, S. N. (2013). The pace of technological development and its impact on the
society has emerged into a brand new world of innovations and up gradation. Not much
time has passed when people could not dare to think of using internet with so high speeds
that on the click of the mouse or touch of the screen of the mobile one is able to upload
the file size of 3 mb or 100 mb or even 200 mb in seconds. With the increasing human
need of faster internet speeds, the research and development of this technology led to the
emergence of 4G. This article will discuss about the features of 4G and the edge it
provides once operational. It will also discuss its impact on India and the barriers in
implementing this technology. At the end it will give some suggestions to overcome these
barriers.
2. Abhishek Kumar Singh et.al (2013) . 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 1MBPS-
4MBPS. Most of the companies are having good perception about 4 G and 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.
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3. The Economic Times (2015). Many companies have been gaining rising popularity due to
the advances in 4G technologies and the large increase in the number of its users. The
companies that expand beyond services and develop a content distribution platform will
win customers’s expectation. Companies couldnot follow constant rules to be successful
in potential markets. There is not a list of actions that lead companies to more profit or
more customer satisfaction.Because 4G services are increasingly spread out all over
India.And every customer are preferred these 4G services.
4. Officer, J. S. (2015). India is the world's second-largest telecommunications market, with
over 1.0 billion subscribers as of May 2015. The wireless segment (97.36 per cent of total
telephone subscriptions) dominates the market. It has also been growing at a brisk pace.
During FY07-15, wireless subscriptions witnessed a CAGR of 24.78 per cent to 969.8
million. . It is also the second largest country in terms of internet subscribers. India had
267.39 million internet subscriptions as of December 2014. India‟s telecommunications
market is expected to experience further growth, fuelled by increased non-voice revenues
and higher penetration in rural market. Telecom penetration in the nation's rural market is
expected to increase from 46.14 per cent as of December 2014 to 70 per cent by 2017.
The emergence of an affluent middle class is triggering demand for the mobile and
internet segments. Availability of affordable smartphones, along with a rise in the
security level of mobile transactions, is expected to boost growth of transactions
conducted via phones, with the overall transaction value being tripled in 2014 from last
year. Strong policy support from the government has been crucial to the sector‟s
development. FDI cap in the telecom sector has been increased to 100 per cent from 74
per cent. In January 2015, the Government of India recommended reduction in license
fees of telecom by 6 per cent for operators; telecom operators currently pay 8 per cent of
adjusted gross revenue as licence fee. In this paper researcher have tried to study the
changing perception among the user along with the revolutionary changes in the
telecommunication sector with the arrival of Jio scheme.
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5. Kochhar,et.al. (2015). Indian telecom market is the second largest telecom market in
worldin terms of the number of telecom subscribers1. According to the recent reports by
Telecom Regulatory Authority of India (TRAI), Indian telecom sector has the lowest
tariffin the world2. Indian telecom market has got more than 10 service providers striving
for the market share in the 14 circles at any point of time. Intense competition to grab
subscribers has put pressure on service providers to reduce tariff prices at which the
subscribers are charged. India being a developing country, people are more bothered
about the out of pocket expenses for the telecom services, because of whichthe telecom
service providers (TSP) have come up with charging plans on a per second basis in
addition to the conventional pay per minute charging model. This is in accordance with
the implementation of pay per use tariff concept. Recent studies in the Indian telecom
scenario have shown growth in the number of subscribers but at the same time the
average revenue per user (ARPU) has been falling down consistently. Average revenue
per user is one of the key performance indicators of market performance of the service
provider. Here, it is quintessential to understand the various factors which affect the
average revenue per user so that the Telecom Service Providers can formulate new
strategies to increase their average revenue per user.
6. Rathore, et.al (2015) The massive Indian market is changing fast. Internet access is
mainstreaming among professionals and the use of mobile is intensifying. The pace of
change continues to be rapid with digital channels constantly growing in volume and
strength. More people spend more time online in India every year, and the digital tools
and sites they use play an ever-growing role in their lives. Smart marketers keep on top of
the scale of change and ensure their marketing strategies and touch point’s mirror where
the consumer is spending their time. These notes give a sense of the scale of change
we’ve seen so far and imply the scale of what is coming.
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7. Balasubrahmanyam, S. (2015). The growth of mobile telephony in India from its
inception in 1995 has been remarkable considering the inconsistent policy directions and
the high levels of corruption inherent in the sector’s development. Current analyses of the
sector characterize the sector’s growth as having taken place in spite of poor and
inconsistent policy choices. As a result, policy prescriptions focus upon appropriate
auction design, to ensure that the correct market value of spectrum can be discovered, or
upon regulatory independence, to ensure that the extraction by the state is curtailed to
within levels that do not adversely affect the sector.
8. Kumar, et.al (2015). —Role of telecommunication has increased tremendously in today’s
scenario. Due to faster changes in Information and Communication Technology ICT),
these changes have also influenced various countries at global platform. Growth in
telecommunication industry directly affects its software, hardware, service providers and
regulators, but indirectly it affects almost all the sectors of any economy. The present
study intends to find out the feasibility growth of this industry by establishing backward
and forward linkage with ancillary industries. It will also include the technical analysis
and challenges faced by the industry at various fronts like data security, need and
importance of spectrum enhancement, vis-à-vis requirement of infrastructure support,
service verticals, customer’s preference, and role of regulatory authority (TRI) especially
in India etc. Any advancement in technology brings risk factors of financial, social and
technical nature. Therefore, there is an urgent need to examine those factors before it
becomes difficult to juggle. The study will be based on secondary data collected through
various published reports, and relevant articles and other historical data. The data so
collected will be analysed using statistical techniques. The recommendations and
suggestions of the study will be useful for service providers, regulators, hardware
manufacturer, software developers and end user of the service.
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9. Kumar, et.al (2015). The growth of telecommunication leads to the economic growth in
manifold for the country. In recent years when the user’s demand has changed
significantly, the composition and structure of telecommunication industry has also
changed a lot. It directly contributes in GDP, Government Revenue, and Employment, by
lowering transaction costs, by providing faster access of information; it improved various
services like health care, education, banking, insurance aviation, transport and other sub
sectors of the economy. On the other hand, it has forward and backward linkage with
mainly Data Intensive Industries, IT hardware and software, electronic equipment
industry, and infrastructure industry etc. Change in technology and user’s demands at
micro and macro levels have also brought technological advancement in the
telecommunication industry. Therefore, enhancement of mobile spectrum from 2G to 3G,
4G and beyond has created various opportunities and threats to different economic, social
and technical segments.
10. Ganesamoorthy, et.al (2016). The telecommunication sector is one of the fast-developing
sectors in India. Hence, many investors like to invest in telecommunication companies.
This sector has been experiencing big events during the current decade such as 2G
spectrum auction and scams, 3G and 4G spectrum allocations, etc. On September 1,
2016, a big business concern, Reliance Industries Ltd. introduced their new-product
Reliance Jio network services through their subsidiary company with attractive offers
both for voice call and 4G Internet mobile services. It threatened other mobile service
providers who want to retain their market share. The study analyzed the impact of the
event on the telecommunication sector in India using standard event study methodology.
The study found that the telecommunication sector in India was affected by the
introduction of Jio services as shown by returns on BSE Telecom index (-5.67%). There
was a significant impact on sample companies (listed mobile network service providers).
On the date of the event, the average abnormal returns was -6.695%. It was also seen that
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there was a significant sustaining impact on sample companies in the market as shown by
the results of CAR.
11. Kalyani, P (2016). The telecom industry has evolved very rapidly during last 10 – 15
years, from the basic telephony provided by BSNL, MTNL a government companies the
other private players also came into the picture. The gradual progression from the basic
telephony to mobile and other value added services to the users. Internet is the one of the
important addition to the services. Recently Reliance Jio has made its presence in the
market of Telecom Industry it is offering 4G Internet service and “FREE” Internet and
Voice usage till Launch as pre – launch offer. It is a big game changer in the telecom
industry as people has new choice and other telephonic and data service provider faces a
new challenge to cope up with the situation. Today customer is the king in the telecom
sector as it has many choice and preferences to opt a mobile handset and mobile
connection for voice and data. In this paper the researcher is going to find the effect and
awareness about the Jio offer and what are the offerings made by the competitors like
Vodafone, Airtel, BSNL etc.
12. Panda, et.al. (2016). Indian telecom sector has witnessed a phenomenal growth in the last
few years. India has the second largest telecom network in the world, and by March, 2016
the subscriber base stood at approximately 1,058.86 million. Telecom sector is
recognized as an important tool for the socioeconomic development of a nation and plays
a vital role in the growth of various sectors of economy, and with the Indian
government's vision of a Digital India, the country has embarked on a focused journey to
bring digital transformation in the lives of all its citizens. Over the last few years, Indian
telecom market has experienced enormous growth because of several factors like
domestic demand, policy initiatives and policy amendments, liberalization, structural and
regulatory reforms and competition. The paper analyzes the process of transformation the
sector has undergone from a monopolistic to a competitive environment with the
introduction of major policies. Policies like the National Telecom Policy of 1994,
establishment of the Telecom Regulatory Authority of India (TRAI) in 1997, and the
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reemphasized New Telecom Policy of 1999 and many more over the period of time were
introduced to bring in a regulatory mechanism in order to sustain the competitive
environment in the sector.
13. Firdaus, H. (2016). The advancement and migration of the broadband wireless
communication technology into the next generation technology known as Fourth
Generation (4G) network has indeed become the next emergent wireless revolution, as an
important milestone beyond third generation. 4G networks are introduced with the main
intention of customization of a flexible and ubiquitous service provision in the middle of
2012 based on digital broadband packet and all IP very high throughput speed of 100-
300 Mbps in peak. The widespread growth of the 4G technology in India will be driven
by set of new services which will be made useful for the customers such as accessing the
internet and video anywhere, any time and in any places with global roaming and full-
fledged support for all other multimedia applications. In India even though 4G
technology is introduced early in the year 2014, it’s still not widespread due to some of
the challenges faced by the mobile or wireless communication service providers. 4G has
the advantage of mobility, high data rates, high capacity and preservation of full
backward compatibility. The high speed capability and wider coverage has been a good
achievement for 4G networks. Nevertheless, security and improved higher speed with a
better quality of service (QOS) has been an issue in its network operations due to the
open nature and all IP infrastructure of 4G network. Long-Term Evolution (LTE) and
Worldwide Interoperability for Microwave Access (Wimax) are among the numerous
new innovation technologies which have evolved as leading contenders for the 4G
technology. This article explores the trends in the evolution of 4G wireless technology
and its security limitations. Finally, it evaluates and recommends ways of tackling the
security issues in 4G network
14. Medudula, et.al. (2016). The growth of mobile communications can most appropriately
be paralleled with the scope and pace advocated by the very general yet strangely
accurate Moore’s Law. Such has been the nature of technological development over the
last decade that even consumers have come to expect growth at such momentum.
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15. Aithal, et.al. (2016). The rapid development of wireless and communication technology
is valid proof for the existence of 4G technology, which is proliferated through its lower
generations as 3G, 2G and 1G. The evolution goal of 4G technology lies in high-speed
multimedia, internet services including on-demand video service, faster web browsing
and downloading, which is customized, ubiquitous and flexible services. 5G technology
is new generation wireless communication technology with greater services in all aspects
and already evolved in some developed countries like U.S.A. In India even though many
service providers launched 4G services, that are having some drawbacks like coverage or
range only in a few major cities, high cost and problems in speed compared to services
provided in western countries. This paper discusses the different service provider’s
services in terms of some characteristics like frequency spectrum, speed and network
coverage etc. This paper analyses 4G services using ABCD analysis techniques based on
different applications.Based on the analysis, this paper makes some recommendations to
improve the 4G services in India. The widespread growth of 4G technology in India
having application in diverse fields like entertainment, education, military and defense
and health care. This paper could play active, supportive and a referential role in actual
comparisons and research of 4G services in India.
16. Mahajan, et.al. (2016). Every service provider in telecom industry aims at reducing the
gap between the consumer and the service provider by providing effective means of
communication. This is done to generate revenues and keep the consumer active on its
network by providing customer satisfaction.. This goal is well achieved through
Campaign Management. It deals with forwarding various campaigns to the consumer, by
analyzing the usage pattern and the behavioral profile of the consumer. These can be sent
through various channels. For such requirements, predictive analysis plays a major role in
understanding the consumers behavior based on the previous usage pattern and recorded
25
data for the particular consumer. This helps service providers in effective and strategic
campaign generation, forwarding and designing
17. Ray, R. (2016). Telecommunication services are globally recognised as one of the driving
forces for overall economic development of a nation. They are also one of the prime
support services needed for rapid growth and modernization of various sectors of the
economy. Globalisation, privatisation and liberalisation accelerated all round reform in
the telecom sector of India. India have adopted a gradual approach to telecom sector
reform through selective privatization and managed competition in different segments of
the telecom market. The results of reform in telecommunications have been much better
and this is an important factor underlying India's success in information technology.
Indian telecommunication sector is come out as one of the key sectors that have put the
economy on a revival path. Information and Communication Technology (ICT) benefits
will spread among all and will promote innovation, entrepreneurship and growth. India
will emerge as a leading player in the virtual world by having 700 million internet users
of the 4.7 billion global users by 2025.
18. Francis,et.al. (2016).The growth of telecommunication sector has been increasing
worldwide over the past few years. India also is not an exemption to this phenomenon
with increased growth rate, employment generation and profitability. As a result,
management of business also became more complex and challenging. Employees of these
organizations play a pivotal role in sustaining this growth rate. The importance and
necessity of employees has been emphasized by many researchers working in the field of
management. This research is investigative in nature and evaluates the motivational level
of employees of public and private sector organizations in the telecommunication
industry. The motivational level is measured based on the perception of the sample
population which is collected through questionnaire survey. The revised version of the
Job Diagnostic Survey questionnaire is used for data collection for this research study.
26
This paper also evaluates whether there are any changes in the motivational level of
employees based on their gender, age, marital status, number of children and total work
experience.
19. Kaur, K. (2016). The telecom sector in India has witnessed a series of fundamental
structural and institutional reforms over the past decade. Open and transparent regulatory
regime has helped the sector to grow leaps and bounds. In this paper, an attempt has been
made to review the major policies of telecom sector in India, their implementation status
and impact on the growth and performance of telecom sector. Analysis indicates that
National Telecaom Policy (NTP)-1994 could not succeed in all aspects due to lack of
resources as target of rural telephony remain unachieved. NTP-1999 is considered as an
important milestone and instrument of telecom reforms in India because it laid down a
clear roadmap for future reforms and contemplated opening up of all segments of telecom
sector for private sector participation. Further, Universal Service Obligation Policy is
playing a significant role in establishing Village Public Telephones and broadband
connectivity in rural and remote areas. Recent policy initiatives i.e., NTP-2011 and NTP-
2012 aim at making available affordable, reliable and secure telecommunication and
broadband services across the entire country. The study also focuses on the approach of
Five Year Plans for development of telecom sector. The study implies that the share of
telecommunications in total Plan outlay has increased from 2.27 per cent to 7.09 per cent
during the whole Plan period of 1951-2012.
20. Kaushal,et.al. (2016). Indian telecom industry has emerged as the fastest growing
telecom market in the world. Opening of the telecom sector to foreign investors has not
only led to rapid growth in subscriber base but also helped a great deal towards
maximization of consumer benefits, particularly in terms of price discovery following the
moderate approach in tariffs. Success of Indian telecommunications sector has made the
country a truly attractive investment destination for MNCs.
With the rapid changing technology, socio-economic and politico-legal environment and
trend towards globalization of business, industry and increased competition, effective
customer care services has become a very challenging job especially in telecom industry.
27
There is no denying fact that human element is at the center stage in all economic
activities and plays a major role for the service industry. One of the services providing
industry that emerged rapidly in today’s scenario is telecom industry.
3.1 SCOPE OF STUDY
This study covers customers about Reliance JIO in the areas of JALANDHAR.
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 are
facing during their purchase of Reliance JIO products.
The subject has been taken for the research as it plays key role in the success of Telecom sector.
No company can think of selling their product without having satisfied customer. No company
can survive in long run without coming up to the satisfaction level of customer.
In short it is the level of satisfaction that is link between end-user and company. As long as the
company is able to satisfy its customer, customer would remain in the bracket of loyal customer.
Hence it is very essential to understand the customer satisfaction and to measure the satisfaction
level time to time as there is always scope of improvement.
The research will also be beneficial in analyzing the overall market position of the company and
measures which should be adopted by the Reliance JIO to increase their market share in the
region of JALANDHAR.
28
3.2 OBJECTIVE OF THE STUDY
1. To know the impact of Reliance Jio on Telecom Sector (among Competitors)
2. To find out the market penetration of Reliance Jio in Jalandhar.
3. To know the customer satisfaction level towards Reliance Jio.
29
4.1 RESEARCH METHODOLOGY
RESEARCH DESIGN:
The purpose of the methodology is to design the research procedure. This includes the overall
design, the sampling procedure, the data collection method and analysis procedure.
Marketing research is the systematic gathering recoding and analyzing of data about problem
retaining to the marketing of goods and services.
The essential purpose of marketing research is to provide information, which will facilitate the
identification of an opportunity of problem situation and to assist manager in arriving at the best
possible decisions when such situations are encountered.
Basically there are two types of researches, which according to their applicability, strength,
weaknesses, and requirements used before selecting proper type of research, their suitability
must be seen with respect to a specific problem two general types of researches are exploratory
and conclusive.
Quantitative research:
Quantitative research; it is designed to help executives of action that is to make decision.
When a marketing executive makes a decision are course of action is being selected from among
a number of available. The alternatives may be as few as two or virtually infinite. They may be
well defined or only vaguely glimpsed.
Quantitative research provides information, which helps the executives make a rational decision.
In some instances, particularly if any experiment is run, the research may come close to
specifying the precise alternatives to choose, in their cases especially with descriptive studies the
30
research will only particularly clarify the situation and much will be left to the executive’s
judgment.
The type of research here is “Descriptive Research Design”. This kind of design is used for
more precise investigation or of developing the working hypothesis from an operational point of
view. It has inbuilt flexibility, which is needed because the research problem, broadly defined
initially, is transformed into one with more precise meaning in exploratory studies, which in fact
may necessitate changes in research procedure for gathering relevant data.
The characteristic features of research are as follows: –
Flexible Design
Non-Probability Sampling Design
No pre-planned design for analysis
Unstructured instruments for collection of data
No fixed decisions about the operational procedures
Sample Size
Sample size refers to the numbers of respondents researcher have selected for the survey.
300 sample units from market and individual customers.
Sampling Technique
The sample design provides information on the target information and final sample sizes. I
used convenience sampling surveyed in research.
Sampling Area:
While conducting sample, I went many places of Jalandhar areas-Railway, bus stand, college,
etc.
31
Data collection tool
I have used Questionnaire, as the research instrument to conduct the market survey. The
questionnaire consisted closed ended questions designed in such a way that it should gather
maximum information possible.
The questionnaire was a combination of 15 questions. If choices are given it is easier for the
respondent to respond from the choices rather they think and reply also it takes lesser time.
Because the keep on responding and one has tick mark the right choice accordingly.
Data was collected through two sources:
Primary Source: Primary data was collected directly from the customers through a questionnaire.
Secondary Source: The secondary source was the company website and my colleagues.
Method of samplingConvenient sampling is used to do sampling as all the customers in the sites are Surveyed.
Data AnalysisData analysis was done mainly from the data collected through the customers. The data
Collected from secondary sources is also used to analyse on one particular parameter.
Qualitative analysis was done on the data collected from the primary as well as secondary
Sources.
TOOLS OF DATA ANALYSIS AND PRESENTATION:-
To analyze and presenting the data, following tools were used:
Tables: used as a tool to present the data in tabular form.32
Percentages and Pie Chart: These tools were also used for analysis of data.
1.Do you have a mobile phone?
a)yes
b)No
TABLE 1:
Mobile users % of respondents No. of respondents
Yes 100% 300
No 0% 0
INTERPRETATION: 100% of the respondents are Mobile users.
33
100%
YesNo
34
2.Are you aware about Reliance JIO?
a)Yes
b)No
TABLE 2:
Awareness % Of respondents No. of respondents
Yes 93.33% 280
No 6.66% 20
93.33%
6.66%
yesNo
INTERPRETATION: 93.33% of respondents are aware about Reliance JIO.
6.66% of respondents are not aware about Reliance JIO
35
3.which operator’s service do you use?
1.Airtel
2.Reliance JIO
3.Idea
4. Vodafone
TABLE 3:
Operator user % of respondents No. of respondents
Airtel 26.5% 80
Reliance JIO 30% 90
Idea 20% 60
Vodafone 23.5% 70
30%
26.5%
20.00%
23.5%
INTERPRETATION 26.5% of respondents are Airtel users
30% of respondents are Relianc JIO users.
20% of respondents are Idea users.
23.5% of respondents are Vodafone users.
36
4. From which source you came to know about Reliance JIO?
a)News paper
b)Advertisement
c)Mouth publicity
d)Hoardings
TABLE 4:Sources % of respondents No. of respondents
News paper 32.14% 90
Advertisement 21.42% 60
Mouth publicity 28.57% 80
Hoarding 23.3% 70
32.14%
21.42%
28.57%
23.3%
News paperAdvertisementMouth publicityHoarding
INTERPRETATI
ON: 32.14% of respondents are known by Newspaper.
21.42% of respondents are known by Advertisement.
28.57% of respondents are Mouth publicity.
23.3% of respondents are Hoardings.
37
5. Since how long you are using Reliance JIO services?
a)Less than one month
b)2-3 months
c)4-5 months
d)Non user
TABLE 5:
Users % of respondents No. of respondents
Less than one month 22.2% 20
2-3 months 33.3% 30
4-5 months 44.4% 40
Non users 0% 0
44.4%
33.3%
22.2%
INTERPRETATION: 22.2% of respondents are user of less than one month.
33.3% of respondents are user of 2-3 months.
38
44.4% of respondents are user of 4-5 months.
6. Which feature of Reliance jio convinced you to use this?
a)Connectivity
b) Schemes
c) Advertisements
d)Goodwill
TABLE 6:
Convincing factor % of respondents No. of respondents
Connectivity 21.42% 15
Free Scheme 66.6% 60
Advertisement 14.28%% 10
Goodwill 7.14% 5
21.42%
66.6%
14.28%
7.14%
ConnectivitySchemeAdvertisement
INTERPRETATION: 21.42% of respondents are convinced with connectivity.
66.6% of respondents are convinced with free scheme.
14.28% of respondents are convinced with Advertisement.
7.14% of respondents are convinced with goodwill.
39
7.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
TABLE 7:
services % of respondents No. of respondents
Data services 61.1% 55
Call rate 22.2% 20
Network coverage 11.1% 10
Value added services 5.5% 5
61.1%
22.2%
11.1%
5.5%
Data servicesCall rateNetwork coverageValue added services
INTERPRETATION: 61.1% of respondents are in favour of Data services.
22.2% of respondents are in favour of Call rates.
11.1% of respondents are in favour of Network coverage.
40
5.5% of respondents are in favour of Value added services.
8. Why did you choose this service provider
a).Unlimited calling services
b).Unlimited Data services
c).Unlimited sms services
d).All services
TABLE 8:
11.1%
55.5%
5.5%
27.7% Unlimited calling servicesUnlimited Data servicesUnlimited sms servicesAll services
INTERPRETATION: 27.7% of respondents are chosen to Unlimited calling services.
55.5% of respondents are chosen to Unlimited Data services..
5.5% of respondents are chosen to Unlimited Sms services..
41
Choose the service % of respondents No. of respondents
Unlimited calling services
27.7% 25
Unlimited Data services
55.5% 50
Unlimited sms services 5.5% 5
Other services 11.1% 10
11.1% of respondents are chosen to other services.
9. Are you satisfied with Reliance JIO services?
a)Yes
b)No
TABLE 9:
Satisfaction level % Of respondents No. of respondents
Yes 77.7% 70
No 22.2% 20
77.7%
22.2%
yesno
INTERPRETATION: 77.7% of respondents are satisfied.
22.2% of respondents are not satisfied.
42
10.What should be improved in Reliance JIO services
a)Improve in Network coverage
b)Remove calling congestion
c)Upgrade in Android version
d)Others
TABLE 10:
Improvement % of respondents No. of respondents
Improve in Network coverage
66.6% 60
Remove calling congestion
22.2% 20
Upgrade in Android version
7.7% 7
Others 3.3% 3
66.6%
22.2%
7.7%
3.3%
Improve in Network cov-erageRemove calling congestionUpgrade in adroid versionOthers
INTERPRETATION:66.6% of respondents are dissatisfied with poor network coverage.
22.2% of respondents are dissatisfied with call drop.
43
7.7% of respondents are dissatisfied with old version.
3.3% of respondents are dissatisfied others.
11. What impact Reliance Jio put on telecomm sector?
a) Price warsb) Stiff competitionc) Reduce Tariffsd) Switching of customers
TABLE 11
Impact % Of respondents No. of respondents
Price wars 22.2% 20
Stiff competition5.5% 5
Reduce Tariffs 16.6% 15
Switching of customers 55.5% 50
1234
55.5% switch-ing of custom-ers
22.2 %price war
16.6%
5.5%
INTERPRETATION:
22.2% says there were price wars among competitors due to Jio.
5.5%says stiff competition.
44
16.6%says it reduced tariffs
55.5%says switching of customers from one operator to another due to jio.
12. Which telecom company according to you suffered a lot with the advent of Reliance
Jio?
a) AIRTEL
b) VODAFONE
c) IDEA
d) BSNL
TABLE 12:
Suffered % Of respondents No. of respondents
AIRTEL 5.5% 5
VODAFONE 33.3% 30
IDEA 44.4% 40
BSNL 16.6% 15
123444.4%
idea
5.5%16.6% BSNL
33.3% voda
INTERPRETATION:
45
AIETEL suffered 5% with effect of Jio.
IDEA suffered maximum i.e 44.4%.13. Would you like to recommend others?
a)Yes
b)No
TABLE 13:
Recommendation % Of respondents No. of respondents
Yes88.8% 80
No 11.1% 10
11.1%
88.8%
INTERPRETATION: 88.8% of respondents are recommended others.
46
11.1% of respondents are not recommended others.
FINDINGS The following are the findings of the study.
1. While conducting the survey, I found that most of 71.23% respondents are satisfied with Reliance JIO, and 29.77% of respondents are not satisfied. Because still they have network problem in deep rural areas.
2. Reliance JIO has wide market captured in Jalandhar. LYF handsets are highly demanded in the market by its customers.
3. Most of the customers are preferred to buy and utilize the LYF handsets because its demand
is very high in the area of Jalandhar.
4. Customers are satisfied the 4G unlimited services as comparison to others services.
5. Reliance JIO is the market leader in Jalandhar areas, all the customers are preferred its products & services.
6. Reliance JIO is enhanced the potential market share in Jalandhar.
At last it can be said that there are a lot of scope of Reliance jio market in near future
47
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. Get the feedback from existing customers about Reliance JIO and take the
reference for making new customers.
6. We should try building a good relationship with all retailers, praise, recognition &
honor on several occasions for our retailers would help a lot.
7. The customer care people and also employees in Reliance JIO should try to
convey brand Reliance JIO while talking to people.
8. Enhance the market penetration & shares in every market and give the high
competition to others company.
48
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 300 customers, the results
may have some prone to errors.
4. Study accuracy totally based upon the respondents response.
5. Stipulated short span of time for survey.
49
CONCLUSION
Reliance JIO has become a very successful brand in India & providing customer satisfaction is to
be there 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 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 JIO 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 80% of Reliance JIO users preferred to remain with Reliance JIO
and fully satisfied. Also good number of customers who are willing to switch from their
respective subscribers showed interest in Reliance JIO. Reliance JIO is capturing the wide area
of Indian markets increasingly day by day. Hence, these statistics imply a bright future for the
company. It can be said that in near future, the company will be booming in the telecom industry.
50
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52
QUESTIONNAIRE
Dear respondent,
I, ADIL HUSSAIN BHAT, student of MBA 4th Sem at CTIMIT, Jalandhar, is doing a survey on “Impact of Reliance Jio on telecom sector”. Please spare your valuable time for filling this questionnaire.
NAME: -----------------------------------
GENDER: ------------------------------------
OCCUPATION: - -----------------------------------
1. Do you have a mobile phone?
a) Yes
b) No
2. Are you aware about Reliance JIO?
a) Yes
b) No
3. Which operator’s service do you use?
1. Airtel
2. Vodafone
3. Idea
4. Reliance JIO
4. From which source you came to know about Reliance JIO?
a) News paper
b) Advertisement
c) Mouth publicity
d) Hoardings
53
5. Since how long you are using Reliance JIO services?
a) Less than one month
b) 2-3 months
c) 4-5 months
d) Non users
6. Which feature of Reliance jio convinced you to use this?
a) Connectivity
b) Free Schemes
c) Advertisements
d) Goodwill
7. Why did you choose this service provider
a).Unlimited calling services
b).Unlimited Data services
c).Unlimited sms services
d). Other services
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. Are you satisfied with Reliance JIO services?
a) Yes
b) No
54
10. What should be improved in Reliance JIO SERVICES?
a) Improve in Network coverage
b) Remove calling congestion
c) Upgrade in Android version
d) Others
11. Which telecom company according to you suffered a lot with the advent of Reliance
Jio?
a) AIRTEL
b) VODAFONE
c) IDEA
d) BSNL
12. What impact Reliance Jio put on telecomm sector?
a) Price warsb) Stiff competitionc) Reduce Tariffsd) Switching of customers
