A quantitative study report on customer satisfaction towards Reliance Jio.

1. 1
A STUDY REPORT ON
( CUSTOMER SATISFACTION TOWARDS RELIANCE JIO)
SUBMITTED BY
(SUSHANT LAKSHMYNARAYANAN)
ROLL NO 6034
MMS MARKETING
BATCH 2015-2017
TO
UNIVERSITY OF MUMBAI
FOR THE DEGREE OF
THE MASTERS OF MANAGEMENT STUDIES
UNDER THE GUIDANCE OF
Prof. Atul Mandale
Sir M Visvesvaraya Institute of Management Studies & Research
WADALA (WEST), MUMBAI – 400 031

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DECLARATION
I, SUSHANT LAKSHMYNARAYANAN , studying in the Second Year of Masters
of Management Studies course in the academic year 2015-2017 at Sir M
Visvesvaraya Institute of Management Studies & Research, Wadala (East)hereby
declare that I have completed the project titled, “ A Study Report on Customer
Satisfaction Towards Reliance Jio.” as a part of the course requirements of
Masters of Management Studies of University of Mumbai.
I further declare that the information presented in this project is true and original to
the best of my knowledge.
Date:15/03/2017
Place: Mumbai
SUSHANT LAKSHMYNARAYANAN

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ACKNOWLEDEGEMENT
First and foremost, I would like to express my sincere gratitude and thanks
towards the UNIVERSITY OF MUMBAI for introducing a course like MMS and giving
all the students a base and a platform to keep abreast with the changing business scenario.
I would like to express my gratitude and sincere thanks to my Project Guide Prof.
Atul Mandale Faculty – (MKT), SVIMS, for instilling confidence in me to carry out this
study and extending valuable guidance and encouragement from time to time, without
which it would not have been possible to undertake and complete this project.
Last but not the least my colleagues for their valuable comments and suggestions
for making this a cherishable experience for me.
SUSHANT LAKSHMYNARAYANAN

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TABLE OF CONTENTS
PARTICULARS
PAGE
NO:
CHAPTER 1 INTRODUCTION 1-5
1.1 Industry Profile 6-13
1.2 Organization Profile 14-25
1.3 Literature Review 26-27
1.4 Introduction to the problem 28-31
1.5 Objective of the study 32
1.6 Scope of the study 33
CHAPTER 2 RESEARCH METHODOLOGY 35-37
2.1 Research Process 35
2.2 Research Design 36
2.3 Sample Size 37
2.4 Data Collection 37
CHAPTER 3 ANALYSIS & INTERPRETATION 38-56
3.1 Reliance Jio – Product Life Cycle 58
3.2 Reliance Jio – Porters Five Forces Model 59
CHAPTER 4 LIMITATIONS, FINDINGS & CONCLUSION 60-63
4.1 Findings 60
4.1 Limitations 61
4.2 Suggestions & Recommendations 62
4.3 Conclusion 63
BIBLIOGRAPHY 64
ANNEXURE 65-69

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INTRODUCTION OF THE TOPIC
After the globalization of India economy in 1991 the telecommunication 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 1999,
the number of cell phone users has gone up by 13 lakh. In the year 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 tele density 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.
The company has updated its 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 the 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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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.

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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 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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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 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 defense 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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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

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∑ 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 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 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.

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∑ 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.
∑ “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.
∑ Bharti Airtel will buy Telenor's India operations in seven circles to receive 43.5
megahertz (MHz) spectrum in the 1800 MHz band
∑ Chinese smartphone manufacturers, Oppo and Vivo, have both planned to invest
in setting up large scale manufacturing capacity in the state of Uttar Pradesh in
India, with an aggregate investment size of Rs 4,000 crore (US$ 600 million).

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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%.

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ORGANIZATION PROFILE
Formely
Called
∑ Infotel Broadband
Services(2009-13)
∑ Reliance Jio
Infocomm Limited
(2013-15)
Type Subsidiary
Industry Telecommunications
Headquarters Navi Mumbai,
Maharashtra, India
Key People Sanjay Mashruwala(Managing
Director)
Jyotindra Thacker (Head of IT)
Akash Ambani (Chief of
Strategy)
Products Jio Apps
MyJio, JioChat, JioPlay,
JioBeats, JioMoney, JioDrive,
JioOnDemand, JioSecurity,
JioJoin, JioMags,
JioXpressNews, Jionet WiFi
Parent Reliance Industries
Subsidiaries LYF
RELIANCE JIO

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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.
Website www.jio.com

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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.
The Dominant Players
ÿ Bharti Airtel --- 23% Market Share
ÿ Vodafone India --- 18% Market Share
ÿ Idea Cellular --- 15% Market Share
ÿ Reliance Communications --- 12% Market Share
ÿ BSNL --- 10% Market Share
ÿ Aircel --- 8% Market Share
ÿ TATA Infocomm --- 7% Market Share
ÿ Others --- 7% Market Share

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Reliance Industries Chairman Mukesh Ambani committed an investment of Rs. 2,50,000
crores on "Digital India" and said he expected the group's initiatives under it will create
over 5,00,000 direct and indirect jobs.
"Digital India as company has seen empowers them to fulfil their aspirations. Reliance
JIO has invested over Rs. 2,50,000 crores across the Digital India pillars," Ambani said,
adding: "I estimate Reliance's 'Digital India' investments will create employment for over
5,00,000 people. " Ambani said the launch of Digital India initiative was a momentous
occasion in an information age where digitization was changing the way one lives, learns,
works and plays. It can transform the lives of 1.2 billion Indians using the power of
digital technology. And as well as "So 80 percent of the 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,"
Also Reliance Communications Ltd, India’s fourth largest mobile services provider, has
agreed to acquire Sistema Shyam TeleServices Ltd (SSTL), the local unit of Russian
company Sistema JSFC, in a deal valued at Rs 4,500 crore (US$ 675 million), which
includes payments to the government for spectrum allotted to Sistema.

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HISTORY
In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband
Services Limited (IBSL) for Rs 4,800cr. Although unlisted, IBBL was the only firm to
win broadband spectrum in all 22 zones in India in the 4G auction that took place earlier
that year later continuing as RIL's telecom subsidiary, Infotel Broadband Services
Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in January 2013.
Acquisition & Subsidiaries:
¸ Acquired Infotel Broadband Services Limited in 2010.
¸ Technology - Rancore Technologies
¸ ILD & NLD - Infotel Telecom.
Technology:
¸ Reliance Jio Infocomm is currently laying OFC across the country to offer Fiber
to the home/premises (FTTH). This fiber backbone will also help them to carry
huge amount of data originated from their 4G network as well as public Wi-Fi
network.
¸ Reliance Jio is deploying LTE-TDD technology for 2.3 GHz spectrum band,
acquired in 2010.
¸ Reliance Jio will deploy LTE-FDD for 1.8 GHz spectrum, which will ultimately
paved to roll out of LTE-A network aggregation of both technology and both
spectrum band.
¸ At present in different cities of India Reliance Jio offers Wi-Fi services. Most of
these cities are in Gujarat, where Reliance Industries also have one of the largest
petro-refinery.
¸ Once commercially launched, Jio users can have access to Reliance
Communications’ 2G & 3G network.

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Beta Launch
The 4G services were launched internally to Jio's partners, its staff and their families on
27 December 2015. Bollywood actor Shah Rukh Khan, who is also the brand ambassador
of Jio, kickstarted the launch event which took place in Reliance Corporate Park in Navi
Mumbai, along with celebrities like musician A R Rahman, actors Ranbir Kapoor and
Javed Jaffrey, and filmmaker Rajkumar Hirani.The closed event was witnessed by more
than 35000 RIL employees some of whom were virtually connected from around 1000
locations including Dallas in the US.

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PRODUCT & SERVICES
RELIANCE JIO 4G BROADBAND
The company has launched its 4G broadband services throughout India in the first quarter
of 2016 financial year. It was slated to release in December 2015 after some reports said
that the company was waiting to receive final permits from the government. Mukesh
Ambani, owner of Reliance Industries Limited (RIL) whose Reliance Jio is the telecom
subsidiary, had unveiled details of Jio's fourth-generation (4G) services on 12 June 2015
at RIL's 41st annual general meeting. It will offer data and voice services with peripheral
services like instant messaging, live TV, movies on demand, news, streaming music, and
a digital payments platform.
The company has a network of more than 250,000 km of fiber optic cables in the country,
over which it will be partnering with local cable operators to get broader connectivity for
its broadband services. With its multi-service operator (MSO) licence, Jio will also serve
as a TV channel distributor and will offer television-on-demand on its network.
Pan-India Spectrum
Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles, respectively, of
the total 22 circles in the country, and also owns pan-India licensed 2,300 MHz spectrum.
The spectrum is valid till 2035 ahead of its digital services launch, Mukesh Ambani-led
Reliance Jio entered into a spectrum sharing deal with younger brother Anil Ambani-
backed Reliance Communications. The sharing deal is for 800 MHz band across seven
circles other than the 10 circles for which Jio already owns.

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Tariffs:
For first time in India, a network service provider is going to be charging only for Data
where all Voice Calls are Free. The Voice calls would take place over Voice over LTE
(Voice Over Long Term Evolution).

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Reliance Jio’s vision for India is that broadband and digital services will no longer be a
luxury item, rather convert it into a basic necessity that can be consumed in abundance by
consumers and small businesses. The initiatives are truly aligned with the Government of
India's ‘Digital India’ vision for our nation.
• Digital Healthcare
• Affordable Devices
• Jio Drive
• Digital Education
• Digital Currency
• Digital Entertainment and social connectivity
LYF SMARTPHONES
In June 2015, Jio tied up with domestic handset maker Intex to supply 4G handsets
enabled with voice over LTE (VoLTE) feature. Through this, it plans to offer 4G voice
calling besides rolling out high-speed Internet services using a fiber network, in addition
to the 4G wireless network.[
However, in October 2015, Jio announced that it would be
launching its own mobile handset brand named LYF.

23. 23
On 25 January 2016, the company launched its LYF smartphone 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
Jionet WiFi
Prior to its pan-India launch of 4G data and telephony services, Jio has started providing
free Wi-Fi hotspot services in cities throughout India including Ahmedabad and Surat in
Gujarat, Indore, Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of
Mumbai in Maharashtra, Kolkata in West Bengal, Lucknow in Uttar Pradesh,
Bhubaneswar in Odisha, Mussoorie in Uttarakhand, Collectorate's Office in Meerut, and
at MG Road in Vijayawada among others.
In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket
stadiums hosting the 2016 ICC World Twenty20 matches. Jionet was made available in
Wankhede Stadium (Mumbai), Punjab Cricket Association IS Bindra Stadium (Mohali),
Himachal Pradesh Cricket Association Stadium (Dharamshala), Chinnaswamy Stadium
(Bengaluru), Feroz Shah Kotla (Delhi), and Eden Gardens (Kolkata) in India.
Jio apps

24. 24
Jio Money, an e-wallet just like Paytm.
Jio Security, an AntiVirus Software.
Jio Cloud, would offer cloud storage for developers and IT organizations which is
durable and highly available object storage.
Jio TV, would offer various HD Channels LIVE.
JioOnDemand, would offers movies and videos on demand .Can be potential NETFLIX
of India.
JioMusic, would offer Music from all over INDIA and World. Can easily beat
Saavan,Wynk or such apps.
JioMags, provide access to Magazines across the world in digital format.
JIO PREVIEW OFFER (JPO)
¸ 3 Months Free Unlimited 4G Internet in LYF smartphones and others all 4G smart
phones (Samsung, Micromax, Karbon, Lava, HTC, Gionee etc.) Which was later
extended to 4 months i.e. till 31st
March 2017.
¸ 3 Months Free Unlimited Calling (At any network)
¸ 3 Months Free Unlimited SMS
¸ Life time Roaming Free (All over India)

25. 25
¸ 2 Years Warranty (LYF handsets only)
From April 2017, Reliance Jio will be chargeable by introducing the following schemes,
∑ Jio Prime Membership Rs.99
∑ Unlimited Voice, Data, SMS, Apps Rs.303
Branding and Marketing
On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's brand
ambassador

26. 26
Literature Review
Most of the companies are having good perception about 4G and are willing to switch to it from their
current service provider.
4G spectrum is a research item for next-generation wide-area cellular radio, which focuses on 4G
technologies, 4G networks and 4G systems. 4G technologies shall include three basic areas of
connectivity which are personal area networking (such as Bluetooth), local high-speed access points on
the network such as wireless technologies and cellular connectivity.
The study on a 4G indicated that some problems exist that deserve the attention of the company. The
company needs to bridge the gap between the services promised and 4G services offered. And to
conclude, “Delivering service without measuring the impact on the customer is like driving a car
without a windshield”.
At 4G, The Company has always sought to enhance value for you as a customer by providing you the
most relevant and easy to use services through innovation and by harnessing the latest developments in
technology. In line with this strategy, constantly being introduced 4G innovative services to suit
customer unique needs and wants. These 4G trends in the market and among customers generate a
demand for high speed and more rapidly changing services and expectations for a different approach to
technology development.
As well as imposing requirements in terms of 4G technology development, trends such as mass
individualization call for a responsive answer to a sharply increasing market demand. Successful
growth and diffusion of 4G services is focusing customer satisfaction on how mobile relates to 4G
networks. Accordingly, it is necessary for company to review current frameworks in those instances
where changes might impede the offering of certain aspects.
Consumer perception about 4G is much more volatile, much less predictable and increasingly
concerned with instant gratification. The expectation is that in due course this trend towards
individualization will become a more important factor in the emerging markets too, particularly in the
every area. In future, 4G services over mobile networks and company need to review current regulatory
frameworks to enhance innovation and competition in the market of these services.

27. 27
Customer satisfaction is a measure of how 4G services supplied by a company meet customer
expectation. In today’s tough economic climate all companies need to improve efficiency and, even in
midsize firms that usually mean coordinating large quantities of information. However, technology and
thinking has progressed and, many users nowadays are using 4G services. Customer satisfaction is
defined as a customer’s overall evaluation of the performance of an offering to date. This overall
satisfaction has a strong positive effect on customer loyalty intentions across a wide range of 4G
services.
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 customer’s expectation. Companies could not 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 prefers these 4G services.
This satisfaction has positive influences on retaining customers among different variety of 4G
services. Satisfaction refers to achieving the things we want. If satisfaction interprets as "not going
wrong" the firm should decrease complaint which by its own is not sufficient. In order to satisfy
customers, company should improve its 4G services. Customers with less expectation are more
satisfied, companies by adding innovative 4G features would easily increase customer satisfaction.
Customer retention is directly influenced by customer satisfaction. Retention is a major challenge
particularly in internet based services, as customers can easily switch from one service to another at
low cost. Customer satisfaction is the key factor determining how successful the company will be in
competitive market, therefore it is very important to measure it.

28. 28
INTRODUCTION TO THE PROBLEM
Even though the sector has reflected promising growth, the tele density in India still
remains at a very low level compared with international standards and thus providing
tremendous opportunity for future growth. In the medium-term, the industry is expected
to continue to record good subscriber growth as a result of low penetration levels,
heightened competition; a sustained fall in minimum subscription cost and tariff that
increase affordability for lower-income rural users, expansion of coverage area by mobile
operators, and government support through schemes such as the rural infrastructure roll
out funded by subsidies from the Universal Service Obligation (USO) Fund. The Indian
telecom sector offers unprecedented opportunities in various areas, such as rural
telephony, 4G, virtual private network, value-added services, etc. Nonetheless, the lack of
telecom infrastructure in rural areas and falling ARPU of telecom service providers could
inhibit the future growth of the industry
Rapidly Falling ARPU (Average revenue per user)
The competitive intensity in the telecom industry in India is one of the highest in the
world and has lead to sustained fall in realisation for the service providers. Intense
competitive pressure and cut throat pricing has resulted in declining ARPUs. With
increasing number of new entrants in the telecom space the competitive intensity is likely
to continue, putting further downward pressures on the telecom tariffs. Thus, the telecom
companies might have to grapple with further decline in ARPUs, going forward.
Further, with the telecom companies moving their focus to the rural areas for driving the
future subscriber growth they might not witness a commensurate increase in revenues. In
fact, the risk of steep decline in ARPUs will increase going forward as the telecom
companies penetrate rural markets that are characterized by higher concentration of low
income, low-usage customers. A higher-than-expected decline in ARPU poses a risk of

29. 29
reduction in margins of service providers. Alternatively, telecom operators are turning
their focus to steadily increasing the minutes of usage (MoU) to counter the sustained fall in
ARPUs. Likewise, the growth of the VAS is also crucial for some improvement in the ARPUs of
operators.
Lack of Telecom Infrastructure
Lack of telecom infrastructure in semi-rural and rural areas could be one of the major
hindrances in tapping the huge rural potential market, going forward. The service
providers have to incur a huge initial fixed cost to enter rural service areas. Further, as
many rural areas in India lack basic infrastructure such as road and power, developing
telecom infrastructure in these areas involve greater logistical risks and also extend the
time taken to roll out telecom services. The lack of trained personnel in the rural area to
operate and maintain the cellular infrastructure, especially passive infrastructure such as
towers, is also seen as a hurdle for extending telecom services to the under penetrated
rural areas.
Rural Areas Continue to Remain Under Penetrated
A rural teledensity of merely 15% point towards the fact that a majority of Indian
population still do not have access to telecom services. The rural India seems to have
remained untouched by the telecom revolution witnessed in the last few years. A huge
'digital divide', which is reflected by the enormous difference of 74% between the urban
and rural teledensity, reiterates this fact.
However, with the urban markets reaching a saturation point, the telecom service
providers are penetrating rural areas for driving future growth. Thus, the service
providers entering new rural markets might witness substantial increase in subscriber
base. The expansion in the rural areas, however, has increased the risk of further decline
in the ARPUs. Nonetheless the revenue growth from these regions is unlikely to match
the surge in the subscriber base.

30. 30
Excessive Competition
Another major concern that has come to the forefront in the recent past has been
heightened competitive intensity in the industry that has correspondingly fuelled the price
war between industry players. The Indian wireless market is one of the world’s most
competitive markets, with 12 operators across 23 wireless ‘circles’ and 6 to 8 competing
operators in each circle. The auction of new 4G licences and the introduction of mobile
number portability (MNP) are likely to heat up competition in the industry, going
forward.
Spectrum is the most important resource that is required for providing mobile services.
Given that spectrum is a finite resource, the availability of the same would be inversely
proportional to the number of operators. Thus, larger the number of service providers
smaller will be the amount of spectrum available to each of them.
Scarcity of spectrum leads to higher capex on deployment of mobile networks for the
operators as they need more cell sites to improve service quality. Further the growing
usage of spectrum and the resultant scarcity may lead to re-use of spectrum and increase
chances of congestion in networks leading to constraints on service quality.
Evidently, the competition in the industry is expected to intensify further with the entry
of new players, both domestic as well as foreign players. With the competitive intensity
of the industry already at such high levels new operators might find it difficult to gather
significant share in Indian telecom market. While the new players may benefit from a
faster network rollout through tower sharing, they will face challenges in terms of high
subscriber acquisition costs and lower ARPU customers.

31. 31
Lower Broadband Penetration
The Indian economy remains highly underpenetrated in terms of broadband connections.
High cost of devices (PC and laptop), high internet charges and lower wireline
connections have been some of the major factors inhibiting broadband penetration.
Broadband is one of the key catalysts for economic development and major initiatives by
both the government and service providers are needed to increase its penetration.
Spectrum Allocation
4G Spectrum availability is one of the major concerns for the industry. Lack of adequate
spectrum which is the most integral part of the mobile telephony sector could hamper its
growth severely. However, the spectrum allotment has been the most controversial issues
in the Indian telecom sector.
The smooth process of scheduled 4G spectrum allocation is likely to be one of the key
factors affecting the industry dynamics, going forward. Given the highly-competitive
nature of the Indian telecom industry on one hand, and limited licenses in the 4G network
on the other, the risk of excessive biding by the service providers has increased. Irrational
bidding, especially in some circles, might render 4G services financially-unviable.
Further, there exists a risk of delay in allotment of proposed spectrum to the service
providers who have successfully bid for the 4G spectrum
Other Growth Inhabiting Factors
While the implementation of mobile number portability is likely to aid improvements in
quality of service, it is also likely to increase the churn out ratio significantly. The service
providers are likely to turn to the VAS as a service differentiator; however, widespread
VAS deployment is restricted due to language and illiteracy.

32. 32
The deployment of 4G services is likely to help the emergence of new VAS. Mass
acceptance will be crucial for the success of 4G services in India. Comparatively higher
cost of handsets required for accessing 4G services is likely to be one of the major
roadblocks in mass 4G adoption in India.

33. 33
SCOPE OF THE STUDY
This study covers customers about Reliance JIO in the areas of Mumbai & Thane.
The study makes effort to ascertain the satisfaction level of customer of Reliance JIO.
Through this survey I would be able to understand the expectation levels of its customer.
Also the company can come up to the expectation only by finding out the problem that
customers 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.
While conducting this market research in various areas of Mumbai & Thane, I can come
to find out different views and opinions customers (users) are currently facing using the
Reliance Jio services.

34. 34
OBJECTIVE OF THE STUDY
1. To study customer satisfaction level of Reliance JIO products & services.
2. To find the market potential and market penetration of Reliance JIO products &
services offerings in Mumbai and Thane.

35. 35
RESEARCH METHODOLOGY
Overall Research Process
Developing a Research Plan
Research Design
Sources of Data Collection
Sample Size
Data Collection
Analyzing the Collected Data
Identifying the problem

36. 36
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.
1. Quantitative Research
∑ It is also known as conclusive 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.
∑ Conclusive 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 research will only particularly clarify
the situation and much will be left to the executive’s judgment.

37. 37
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: –
ÿ Flexible Design
ÿ Non-Probability Sampling Design
ÿ No pre-planned design for analysis
ÿ Unstructured instruments for collection of data
ÿ No fixed decisions about the operational procedures
2. Sample Size
Sample size refers to the numbers of respondents researcher have selected for the survey.
I have selected 60 sample units from individual customers.
3. Sampling Technique
The sample design provides information on the target information and final sample sizes.
I used conveyed convenient sampling surveyed in research.
4. Sampling Area:
While conducting survey, I interviewed customers near Reliance Jio stores at such areas.
The stores I targeted where in Mulund, Bhandup, Nahur, Vikhroli, Ghatkopar & Thane.
5. Sources of Data collection:
ÿ Primary Data: Survey, Questionnaire, Interview
ÿ Secondary Data: Blogs, internet

38. 38
DATA ANALYSIS & INTERPRETATION
v Age group of respondents
Age % of respondents No. of respondents
20-25 80% 48
25-30 10% 6
30-35 10% 6
Above 35 0 0
INTERPRETATION:
∑ 80% of the respondents are between the age group 20 – 25.
∑ 10% of the respondents are between the age group 25 – 35.
∑ 10% of the respondents are between the age group 30 – 35.
80%
10%
10%
0%
% of Respondents
20-25
25-30
30-35
Above 35

39. 39
v Occupation of the respondents
Occupation % of respondents No. of respondents
Students 70% 42
Business man 5% 3
Private employees 20% 12
Govt. employees 5% 3
INTERPRETATION:
∑ 70 % of the respondents were Students.
∑ 26.66% of the respondents are Businessmen.
∑ 30% of the respondents are from Private employees.
∑ 26% of the respondents are Govt. Services
0%
70%
5%
20%
5%
Students
Business man
Private employees
Govt. employees

40. 40
TABLE 1
1. Do you have a mobile phone?
a) Yes
b) No
Mobile users % of respondents No. of respondents
Yes 100% 60
No 0% 0
100%
0%
% of respondents
Yes
No

41. 41
TABLE 2
2) What cell phone are you currently using?
a) Apple
b) Samsung
c) Moto
d) Lenovo
e) Vivo
f) Oppo
g) Others
Brands % of respondents No. of
respondents
Apple 20% 12
Samsung 40% 24
Motorola 20% 12
Lenovo 5% 3
Vivo 5% 3
Oppo 5% 3
Others 5% 3

42. 42
INTERPRETATION:
∑ 40 % of the respondents use Samsung.
∑ 20% of the respondents use Apple.
∑ 20% of the respondents use Motorola
∑ 5% of the respondents use Lenovo
∑ 5% of the respondents use Vivo
∑ 5% of the respondents use Oppo
20%
40%
20%
5%
5%
5%
5%
% of respondents
Apple
Samsung
Motorola
Lenovo
Vivo
Oppo
Others

43. 43
TABLE 3
3) Does it support 4G LTE?
a) Yes
b) No
INTERPRETATION:
∑ 95% respondents have 4G LTE in their phones
∑ 5% respondents did not have 4G LTE, still they use it for browsing
95%
5%
% Of respondents
Yes
No
Awareness % of respondents No. of respondents
Yes 95% 57
No 5% 3

44. 44
TABLE 4
4) Are you aware about Reliance JIO?
a) Yes
b) No
Awareness % of respondents No. of
respondents
Yes 95% 57
No 5% 3
INTERPRETATION:
∑ 95% of the respondents are aware of Reliance Jio
∑ 5% of the respondents are not aware of Reliance Jio
95%
5%
% Of respondents
Yes
No

45. 45
TABLE 5
5) Which operator’s service do you use?
1. Bharti Airtel
2. Reliance JIO
3. Idea
4. Vodafone
Operator user % of respondents No. of respondents
Airtel 35% 21
Reliance JIO 30% 18
Idea 10% 6
Vodafone 25% 15
INTERPRETATION:
∑ 30% of respondents use Reliance Jio
∑ 35% of respondents use Airtel
∑ 25% of respondents use Vodafone
35%
30%
10%
25%
% of respondents
Airtel
Reliance JIO
Idea
Vodafone

46. 46
TABLE 6
6) What is your average monthly expenditure on mobile (in Rs)?
a) Rs100-Rs200
b) Rs200-Rs300
c) Rs300-Rs400
d) Above Rs500
Expenditure (Rs) % of respondents No. of respondents
Rs 100-Rs200 35% 21
Rs 200-Rs300 30% 18
Rs 300-Rs400 25% 15
Above Rs 500 10% 6
INTERPRETATION:
∑ 30% of respondents are monthly expenditure of Rs.200-300
∑ 35% of respondents are monthly expenditure of Rs 100-200
∑ 25% of respondents are monthly expenditure of Rs. 300-400
∑ 10% of respondents are monthly expenditure above Rs.500
35%
30%
25%
10%
% of Respondents
Rs100-Rs200
Rs200-Rs300
Rs300-Rs400
Above 500

47. 47
TABLE 7
7) From which source you came to know about Reliance JIO?
a) News paper
b) Advertisement
c) Mouth publicity
d) Hoardings
INTERPRETATION:
∑ 35% of respondents came to know via news paper.
∑ 10% of respondents came to know via advertisements.
∑ 25% of respondents came to know through word of mouth.
∑ 30% of respondents came to know through hoardings.
35%
10%25%
30%
News paper
Advertisement
Word of Mouth
Hoarding
Sources % of respondents No. of respondents
News paper 35% 21
Advertisement 10% 6
Word of Mouth 25% 15
Hoarding 30% 18

48. 48
TABLE 8
8) 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
INTERPRETATION:
∑ 40% of respondents are using since 2-3 months
∑ 35% of respondents are using since 4-5 months
∑ 25% of respondents are using less 1 month
25%
40%
35%
0%
% of respondents
Less than one month
2-3 months
4-5 months
Non users
Users % of respondents No. of respondents
Less than one month 25% 30
2-3 months 40% 25
4-5 months 35% 15
Non users 0% 0

49. 49
TABLE 9
9) Which feature of Reliance Jio convinced you to use this?
a) Connectivity
b) Schemes
c) Advertisements
d) Goodwill
Convincing factor % of respondents No. of respondents
Connectivity 20% 12
Scheme 50% 30
Advertisement 10% 6
Goodwill 20% 12
INTERPRETATION:
∑ 20 % of respondents were convinced with its connectivity.
∑ 50 % of respondents were convinced its scheme.
∑ 10% of respondents were convinced its advertisements
∑ 20% of respondents were convinced with its goodwill.
20%
50%
10%
20%
% of respondents
Connectivity
Scheme
Advertisement
Goodwill

50. 50
TABLE 10
10) 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
Services % of respondents No. of respondents
Data services 60% 36
Call rate 20% 12
Network coverage 5% 3
Value added services 15% 9
INTERPRETATION:
∑ 60% of the respondents are using jio for data services
∑ 20% of the respondents are using it for calling purpose
∑ 15% of the respondents are using it for value added services
60%20%
5%
15%
Services
Data services
Call rate
Network coverage
Value added services

51. 51
TABLE 11
11) Why did you choose Rjio as your service provider?
a) Unlimited calling services
b) Unlimited Data services
c) Unlimited SMS services
INTERPRETATION
∑ 30% of respondents are chosen to Unlimited calling services.
∑ 60% of respondents are chosen to Unlimited Data services..
∑ 10% of respondents are chosen to Unlimited Sms services..
30%
60%
10%
% of respondents
Unlimited calling services
Unlimited Data services
Unlimited SMS services
Service Type % of respondents No. of respondents
Unlimited calling
services
30% 18
Unlimited Data
services
60% 36
Unlimited SMS
services
10% 6

52. 52
TABLE 12
12) Do you call at customer care?
a) Yes
b) No
Respondents % of respondents No. of respondents
Yes 20% 12
No 80% 48
INTERPRETATION:
∑ 80% respondents never called the customer care
∑ 20% respondents called the customer care
20%
80%
% of respondents
Yes
No

53. 53
TABLE 13
13) If yes, for what reason do you call customer care?
a) Value added services
b) Information regarding new schemes
c) Complaints
d) Other queries
Reason % of respondents No. of respondents
Value added services 20% 12
Schemes 50% 30
Complaints 20% 12
Other queries 10% 6
INTERPRETATION:
∑ 20% of respondents made calls for value added services.
∑ 60% of respondents made calls for new schemes.
∑ 20% of respondents made calls for complaints.
∑ 10% of respondents made calls for other queries.
20%
60%
20%
10%
% of Respondents
Value added services
Schemes
Complaints
Queries

54. 54
TABLE 14
14) Are you satisfied with Jio services?
a) Yes
b) No
Satisfaction level % Of respondents No. of respondents
Yes 75% 45
No 25% 15
INTERPRETATION:
∑ 75 % of respondents are satisfied.
∑ 25% of respondents are not satisfied.
75%
25%
Sales
yes
no

55. 55
TABLE 15
15) What should be the improvement areas in Reliance JIO services?
a) Improve in Network coverage
b) Remove calling congestion
c) Upgrade in android version
d) Others
31%
63%
5%
1%
% of respondents
Improve in Network coverage
Remove calling congestion
Upgrade in Android version
Others
Improvement
Areas
% of respondents No. of respondents
Improve in Network
coverage
30% 18
Remove calling
congestion
60% 36
Upgrade in Android
version
5% 3
Others 5% 3

56. 56
TABLE 16
16) Would you like to recommend Reliance Jio to others?
a) Yes
b) No
Recommendation % Of respondents No. of respondents
Yes 85% 51
No 15% 9
INTERPRETATION:
∑ 85% of respondents would like to recommend it to others.
∑ 15 % of respondents would not like to recommend it to others.
85.%
15%
% of Respondents
yes
No

57. 57
Marketing Models – Reliance Jio
I. Product Life Cycle
1) Introduction:
∑ Induce product trial: Launching beta versions help in testing the market
and product. This similar strategy used by Jio has helped gain 100 million
users over the past 6 months.
∑ Inform potential customers:
ÿ Testing phase
ÿ Rjio laid 2,50,000 kms of fibre optics
ÿ Rjio present in 29 states
ÿ Large scale advertising and promotions

58. 58
2) Growth Stage:
∑ Switchers: It will be interesting to see if those 100 million users will
continue to use Jio or will they switch back to their existing service
provider.
∑ Penetrating into foreign markets: Rjio should penetrate and tap into
foreign markets as well this will generate foreign exchange as well as give
boost to Digital India.
3) Maturity Stage: Reliance Jio will attain maturity stage only after 4G technology
becomes redundant and 5G takes place.

59. 59
II. Five Forces Model (Porters)
Rivalry
Among
Existing
Competitors
Threat of
New
Entrants
Threat of
Substitutes
Bargaining
Power of
Buyers
Bargaining
Power of
Suppliers
Threat of New Entry
∑ Airtel, Vodafone &
Idea
∑ Increased ad spending
by 10-15%
∑ Attractive offers
Competitive Rivalry
∑ Customer loyalty towards
other carriers
∑ Vodafone – Idea merger
∑ Telenor & MTS exiting the
telecom market
Supplier power
∑ 7000 member
of suppliers
∑ 192500 mobile
towers across
India.
Threat of Substitution
∑ Vodafone-Idea
combined market
share 42%
∑ Combined entity have
the largest 4G 1800
Mhz footprint
∑ Bharti Airtel at 33%
Buyer power
∑ 100 million
customer base as
of March 2017.
∑ No competition
offering freebies
∑ A hit among the
price sensitivity
audience
∑ Additional
benefits for Jio
users

60. 60
FINDINGS
Below are some of major findings, I came across during my survey.
1. While conducting the survey, I found out that 75% respondents are satisfied with
Reliance JIO services and 25% of respondents are not satisfied. The reason being they are
still facing problems of call drops and low network, some of them did say that after April
1st
they might consider using it.
2. Reliance JIO has successfully captured its market in Mumbai & Thane areas well.
3. Most of the users are using dual sim phones and hence they are using it as a secondary
service as they do not want to change their old numbers
4. Customers are satisfied the 4G unlimited services as comparison to others services.
5. Reliance JIO is expected to grow bigger thereby taking over Bharti Airtel which
currently has a 33.1% of market share whereas the latter is looking to gain over 50%
6. Reliance JIO Wifi router which is highly appreciated by the users
7. The competition among other mobiles Samsung, Redmi, Apple are high. LYF handsets
are used as a secondary phone by some users.

61. 61
LIMITATIONS
1. A major problem I faced was getting complete 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. Some of the response from customers were not valid enough which resulted in repetition
of the answers.
3. Customers behavior were unpredictable which may result in lack of accuracy in the data
4. As the sample size of the survey was so small and comprised of only 60 customers, the
results may have some prone to errors.
5. Study accuracy totally based upon the respondents response.

62. 62
RECOMMENDATIONS
1. In today’s era Reliance JIO must focus on tapping the rural market as India’s rural
market is largely untapped. Reliance should take up this opportunity and help create
awareness among the rural people about their technology.
2. The company should set up awareness camps in places were rural youth are more and
considering this as a potential should educate them the importance of 4G technology
3. Advertising JIO- Digital Life by putting up hoardings, posters, wall paintings and neon
sign boards in every area in order to get more visibility.
4. Organize a movie screening inviting the locals using the JIO TV and play a movie with
the help of a projector keeping LYF smart phone. This would boost the sales of both JIO
and LYF.
5. Coming up with a slogan JIO LYF, DIGITAL WAY. This will resonate with the
audience well.
6. In order to maintain the market share, Reliance comm. should maintain good relations
with its customers, retailers and stakeholders and motivate them by sending them season
greetings, birthday messages to customers etc.
7. Get appropriate feedback from the users who have been using the preview offers and
work on its improvements in terms of its connectivity and call drops.
8. The customer care must be more effective in solving customer problems related to its
services and provide solutions.
9. Set up eco friendly mobile towers in top tier centers which will lessen the mobile
radiation.
10. As an extension to its telecom business, Reliance communications should also enter
streaming media and video on demand online providers like Netflix and Amazon Prime.

63. 63
CONCLUSION
Reliance JIO has become a very successful brand in India & providing customer satisfaction is
one of their primary motives. 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 out 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 currently the most 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. The time is not far when RJIO will start 5G in India with a similar schemes.

64. 64
BIBLIOGRAPHY
ÿ Referred Books:
ÿ Kothari. C.R (2004): Research Methodology Methods & Techniques‟, New Age
International Publishers, New Delhi, 2nd Edition.
ÿ Principles of Marketing –Philip Kotler & Kevin keller edition 12
ÿ Market Research – D.D. Sharma
ÿ Research Methodology – C.R. Kothari
ÿ Books & magazine on mobile communication-Kamil Sh. Zigangirov.
ÿ Web Sites:
∑ www.JIO.com
∑ www.MYLYF.com
∑ www.wikipedia.com
ÿ Articles:
∑ http://www.financialexpress.com/india-news/reliance-jio-forces-
vodafone-idea-cellular-merger-jefferies-says-entity-would-gain-
from-synergies/538949/
∑ http://www.mobiletor.com/reliance-jio-finalizes-list-vendors-
partners-4g-launch/
∑ http://www.ril.com/OurBusinesses/Jio.aspx
∑ http://telecom.economictimes.indiatimes.com/etanalytics/reports
/3g-4g/reliance-jio-4g-field-trials-report-by-credit-suisse/262
∑ http://telecom.economictimes.indiatimes.com/news/reliance-jio-
to-offer-120-gb-extra-4g-data-to-jio-prime-users-report/57850971

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ANNEXURE
NAME:
AGE:
GENDER:
OCCUPATION:
Questionnaire
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

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4.What is your average monthly expenditure on mobile (in RS)?
a)Rs100-Rs200
B)Rs200-Rs300
c)Rs300-Rs400
d)Above Rs500
5.From which source you came to know about Reliance JIO?
a)News paper
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)Non users

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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?
a)Yes
b)No

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If Yes,how often you call at customer care?
1.Daily
2.Once in week
3.Once in month
4.Rarely
11.For what reason do you call customer care?
a)Value added services
b) Information regarding new schemes
c)Complaints
d)Other queries
12. Are you satisfied with Reliance JIO services?
a)Yes
b)No
13.What should be improved in Reliance JIO services
a)Improve in Network coverage
b)Remove calling congestion
c)Upgrade in Android version

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d)Others
14. Would you like to recommend others?
a)Yes
b)No