A STUDY ON CUSTOMER SATISFACTION TOWARDS ON RELIANCE JIO WITH SPECIAL

REFERENCE TO TIRUPUR CITY

Project report submitted in partial fulfillment of the requirements for the award of the degree of
BACHELOR OF COMMERCE WITH COMPUTER APPLICATION
Submitted by
SURESH KUMAR S

(Reg.No.172AC3303)

BHARATHIAR UNIVERSITY
COIMBATORE
Under the Guidance of
Dr.RAJA M.Com (CA)., M.Phil., NET., Ph.D.,
Associate Professor in Commerce

NIFT-TEA COLLEGE OF KNITWEAR FASHION

Affiliated to Bharathiar University
TIRUPUR-641606
MARCH 2020

1
 NIFT-TEA COLLEGE OF KNITWEAR FASHION

Affiliated to Bharathiar University

TIRUPUR-6041606

A STUDY ON CUSTOMER SATISFACTION TOWARDS ON RELIANCE JIO WITH SPECIAL

REFERENCE TO TIRUPUR CITY
Bonafide Record work done by

SURESH KUMAR S

(Reg.No.172AC3303)
Submitted in partial fulfillment of the requirements for the award of the degree of

BACHELOR OF COMMERCE WITH COMPUTER APPLICATION

BHARATHIAR UNIVERSITY

COIMBATORE

MARCH 2020
…………………..
(Faculty Guide)

……………….............. ………………………
(Head of the Department) (Principal)

Certified that the candidate was examined in the viva-voce examination held on……………

…………………….. ……………………..
(Internal Examiner) (External Examiner)

2
 DECLARATION

I SURESH KUMAR S (172AC3303) Student of III year B.Com CA hereby declare that the project
entitled as “A STUDY ON CUSTOMER SATISFACTION TOWARDS ON RELIANCE JIO WITH
SPECIAL REFERENCE TO TIRUPUR CITY”submitted to the BHARATHIAR UNIVERSITY, in
partial fulfillment of the requirements for the award of the Degree of BACHELOR OF COMMERCE
WITH COMPUTER APPLICATION is a record of original and independent research work done by me in
the Final Semester under the guidance of Dr.C.RAJA M.Com (CA)., M.Phil., NET., Ph.D., during the
period of 2019-2020 and it has not formed on the basis for the award of any Degree / Diploma or other
similar title to any candidate in any University.

Signature of the Candidate

Station:
Date:

3
 CERTIFICATE
This is to be certify that the project report entitled on the topic “A STUDY ON
CUSTOMER SATISFACTION TOWARDS ON RELIANCE JIO WITH SPECIAL REFERENCE
TO TIRUPUR CITY” submitted to the BHARATHIAR UNIVERSITY, in partial fulfillment of the
requirement for the award of the degree BACHELOR OF COMMERCE WITH COMPUTER
APPLICATION is a record of original research work done by SURESH KUMAR S AND
(REG.NO.172AC3303) during the period (2017 – 2020) of his study in Department of COMMERCE
WITH COMPUTER APPLICATION at NIFT-TEA COLLEGE OF KNITWEAR
FASHION,TIRUPUR, BHARATHIAR UNIVERSITY, under my guidance and the project report has not
formed the basis for the award of any Degree/Diploma or other similar title to any candidate of any
University.

SIGNATURE OF THE GUIDE

STATION:
DATE:

Counter sign
Head of the Department,
Department of Commerce,
NIFT-TEA COLLEGE OF KNITWEAR FASHION
Tirupur – 641 606.

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 ACKNOWLEDGEMENT

I obliged to our great almighty God for showering all his precious blessing upon us throughout this
project work. As the psalmist who says “Unless the lord builds the house, its builders labour in vain”. We
felt his help and sustaining power sufficient in every step.

I wish to express our deep gratitude to, Dr.K.P.BALAKRISHNAN M.Com.,

MBA.,MFC.,M.Com(CA).,M.Phil.,Ph.D., Principal, NIFT-TEA COLLEGE OF KNITWEAR
FASHION, TIRUPUR – 641 606 for providing the opportunity to take up this project work.

I own our sincere thanks to our faculty guide Dr.C.RAJA M.Com (CA)., M.Phil., NET., Ph.D.,
Department of Commerce for his contribution, which helped me in completing this project.

I wish to acknowledge our wholehearted thanks to Dr.S.KALAIYARASI

M.Com.,MBA.,M.Phil.,NET.,PGDCA.,Ph.D., our Head of the Department and our Department Faculty
for their motivation throughout my project work. I thank all other staff in NIFT-TEA COLLEGE OF
KNITWEAR FASHION sincerely for their guidance in completing our project work successfully.
I would like to express my profound thanks to my parents for their benevolence and blessings all
throughout the completion of this research work.

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 TABLE OF CONTENTS

S.No. Description Page No.

A Student Declaration
B Acknowledgement

C Preface

D Executive Summary

1. Introduction of the topic 8-10

2. Industry profile 11-19

3. Company profile 20-42

4. Literature review 43-47

5. Introduction to the problem 48-52

6. Scope of the study 53-54

7. Objective of the study 55-56

9. Research methodology 57-60

10. Data analysis and Data presentation 61-79

11. Findings 80-81

12. Limitation 82-83

13. Conclusion 84-85

14. Suggestions 86-87

15. Bibliography 88-89

16. Annexure 90-94

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EXCEUTIVE SUMMARY

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 EXECUTIVE SUMMARY

This Summer Training project report is based on telecom sector as the telecom sector is growing
at a very good pace.
This project titled on “Customer Satisfaction Towards Reliance JIO” is being conducted to
identify factors and provide revolutionary 4G LTE coverage and high speed Wi-Fi services of
Reliance JIO at all parts of Muradnagar city.
RJIL (Reliance Jio Infocomm Ltd.) has successfully demonstrated legal interception and
monitoring rules compliance of its 4G network for high speed wireless internet, phone calls,
video and messaging service across country.
To identify all the below buildings in work scope area and establish contacts with the
building owner/association and explain them the benefits of high speed internet and 4G
connectivity.
✓ All G+5 (ground floor +five floors) and above buildings
✓ Shopping malls
✓ Hospitals
✓ Hotels
✓ Colleges

To capture all the details of the building. The variables are involved in this project

1. Area
2. Address
3. Building Name
4. Number of Floors
5. Type (commercial, residential, both, Hotel, Hospital)
6. Latitude &Longitude {By using Smart phone app}
7. Number of Home passes

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INTRODUCTION OF THE TOPIC

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 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 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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INDUSTRY PROFILE

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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.
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.

13
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 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 fulfil 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
• Providing a thrust to build world-class manufacturing capabilities and also strengthen
research and development efforts in the country

17
 • 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
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

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• 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 bil ion 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%.

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 A look ahead

• 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.

• 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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COMPANY PROFILE

21
 COMPANY PROFILE

RELIANCE JIO

Jio's headquarters in RCP, Navi Mumbai

Formerly • Infotel Broadband Services

called Limited (2009 - 2013)
• Reliance Jio Infocomm
Limited (2013 - 2015)

Type Subsidiary
Industry Telecommunications
Headquarters Navi Mumbai, Maharashtra, India

Key people Sanjay Mashruwalla (Managing

Director)
Jyotindra Thacker (Head of IT)
Akash Ambani (Chief of Strategy)

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 Mobile telephony, broadband,
Products
Wifi,Router and 4G Data services

Jio Apps

MyJio, JioChat, JioPlay, JioBeats,

JioMoney, JioDrive, JioOnDemand,
JioSecurity, JioJoin, JioMags,
JioXpressNews, Jionet WiFi

Parent Reliance Industries

Subsidiaries LYF
www.jio.com
Website

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.

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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.

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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.

io, 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

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

25
The services were beta launched to Jio's partners and employees on 27 December 2015 on the
eve of 83rd birth anniversary of late Dhirubhai Ambani, founder of Reliance Industries.

Mr. Akash Ambani is being launched in business as a chief of strategy in Reliance JIO,involved
in day to day operations in business or Ms. Isha Ambani is involved in branding and marketing.
And the key people are Sanjay Mashruwalla (Managing Director), Jyotindra Tacker (Head of
IT).

26
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,"

27
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.

Agreements:

✓ An agreement with Ascend Telecom for their more than 4,500 towers across India. (June
2014)
✓ An agreement with Tower Vision for their 8,400 towers across India. (May 2014)
✓ An agreement with ATC India for their 11,000 towers across India. (April 2014)
✓ An agreement with Viom Networks for their 42,000 telecom towers. (March 2014)
✓ Agreement with Bharti Airtel for a comprehensive telecom infrastructure sharing
agreement to share infrastructure created by both parties to avoid duplication of
infrastructure wherever possible. (December 2013)
✓ A key agreement for international data connectivity with Bharti to utilise dedicated fiber
pair of Bharti’s i2i submarine cable that connects India and Singapore. (April 2013)
✓ Agreements with Reliance Communications Limited for sharing of RCOM’s extensive inter-
city and intra-city optic fiber infrastructure of nearly 1,20,000 fiber-pair kilometers of
optic fiber and 500,000 fiber pair kilometers respectively (April 2013 / April 2014), and
45,000 towers (June 2013).

28
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 commercial y launched, Jio users can have access to Reliance Communications’
2G & 3G network.

29
OPERATIONS

In June 2015, Jio announced that it will start its operations all over the country by the end of
year. However, four months later in October 2015, the company's spokesmen sent out a press
release stating that the launch was postponed to the first quarter of the financial year 2016-2017.
Later in July, a PIL filed in the Supreme Court by an NGO called the Centre for Public Interest
Litigation, through Prashant Bhushan, challenged the grant of pan-India licence to Jio by the
Government of India. The PIL also alleged that Jio was allowed to provide voice telephony along
with its 4G data service, by paying an additional fees of just 165.8 crore (US$25 million) which
was arbitrary and unreasonable, and contributed to a loss of 2,284.2 crore (US$340 million) to
the exchequer.
The Indian Department of Telecom (DoT), however, refuted all of CAG's claims. In its
statement, DoT explained that the rules for 3G and BWA spectrum didn't restrict BWA winners
from providing voice telephony. As a result, the PIL was revoked, and the accusations were
dismissed.

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.

30
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.

31
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 smal 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.
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.

32
FLAME 6

Technical Specifications

LYF FLAME 6
MODEL
Qualcomm® Snapdragon 210 MSM8905
CHIPSET
Operating System: Android Lollipop 5.1
GENERAL FEATURES
SIM Slot: Dual SIM (4G+2G)*
Processor (CPU): Quad-Core 1.5GHz ,Screen Size: 4 Inch

Chipset: Quad-Core 1.5GHz

PERFORMANCE
Graphics (GPU): Mali 400 MP2@500MHz
RAM: 512 MB. Screen Resolution: WVGA,

Capacity: 1700 mAh, Lithium Ion Battery

BATTERY
Talktime: Up to 4.5 hours (4G)

STORAGE CAPACITY Internal Memory: 4 GB

Expandable Memory: Up to 32 GB

Rear Camera : 5MP Auto Focus

CAMERA
Front Camera : 2MP Fixed Focus, Flash : Rear LED Flash

3G: yes
4G: yes (LTE)
CONNECTIVITY
True 4G (LTE Support): VoLTE (Video & HD Voice Call.

33
FLAME 1

Technical Specifications

MODEL FLAME 1

CHIPSET Qualcomm® Snapdragon 210 MSM8909

GENERAL FEATURES Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G),Processor: Quad-Core 1.1 GHz
Screen Size:4.5 Inch.

PERFORMANCE Graphics (GPU): Adreno 304 @ 409MHz

RAM: 1GB, Screen Resolution: FWVGA 480 x 854 pixel

BATTERY Capacity: 2000 mAh, Lithium- ion

Talktime: Up to 8 Hours (4G)

TORAGE CAPACITY Internal Memory: 8 GB

Expandable Memory: Up to 32 GB

CAMERA Rear Camera : 5MP Auto Focus

Front Camera : 5MP Fixed Focus, Flash : Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE CAT4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)

34
WIND 1

Technical specifications

LYF WIND 1
MODEL
Qualcomm®SnapdragonTM 410 MSM8916
CHIPSET
Operating System: Android 5.1 Lollipop
GENERAL SIM Slot: Dual SIM (4G+2G)
FEATURES Processor (CPU): Quad-core 1.2 GHz

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 410 MSM8916

Graphics (GPU): Adreno 306 @ 450 MHz
RAM: 1 GB,Screen Size 5 Inch, Screen Resolution: HD, 720x1280 pixel

BATTERY Capacity: 2300 mAh, Lithium - Ion Polymer

Talktime: Up to 6 hours (4G)

STORAGE CAPACITY Internal Memory: 8 GB, 16 GB

Expandable: Up to 64 GB

CAMERA Rear Camera: 8 MP Auto Focus

Front Camera: 5 MP, Flash: Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)

34
WIND 5

Technical specifications

MODEL WIND 5

CHIPSET MTK 6735P

GENERAL FEATURES Operating System: Android Lollypop 5.1

SIM Slot: Dual SIM (4G+2G),
Processor (CPU): Quad-core 1.0GHz

PERFORMANCE Chipset: MTK 6735P

Graphics (GPU): ARM (MaliT720-Mp1)@600 MHz
RAM: 1GB

BATTERY Capacity: 2000 mAh, Lithium ion

Talktime : Up to 6.5 hours (4G)

STORAGE CAPACITY Internal memory: 8 GB

Expandable Memory:Up to 32 Gb

CAMERA Rear Camera: 8 MP Auto Focus

Front Camera: 5MP, Flash: Rear Flash
CONNECTIVITY 3G: Yes
4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (HD Voice Call& video call)

35
WATER 1

Technical specifications

MODEL WATER 1

CHIPSET Qualcomm® SnapdragonTM 615 MSM8939

GENERAL Operating System: Android Lollipop 5.1.1

FEATURES SIM Slot: Dual SIM (4+2G) , Processor (CPU): Octa-Core 1.5 GHz

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz
RAM: 2GB,Screen resolution : Full HD, 1080x 1920 pixels

BATTERY Capacity: 2600 mAH, Lithium- ion polymer

Talktime: Up to 10 hours (4G)

STORAGE CAPACITY Internal Memory: 16 GB

Expandable Memory: Up to 32 GB

CAMERA Rear Camera : 13 MP Auto Focus

Front Camera : 5MP Fixed Focus

Flash: Yes - Both Front and Rear

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)

36
WATER 2

Technical specifications

MODEL WATER 2

CHIPSET Qualcomm® Snapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.0.2

SIM Slot: SIM 1(4G), SIM 2(2G, Voice calls)

Screen size: 5 Inch, Screen Resolution: HD, 1280 x 720 pixels

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz
RAM: 2GB, Processor (CPU): Octa-Core 1.5GHz

BATTERY Capacity: 2400 mAh, Lithium- ion polymer

Talktime: Up to 8 hours (4G)

STORAGE CAPACITY Internal memory: 16 GB

Expandable memory: 32 GB

CAMERA Rear Camera: 13 MP Auto Focus

Front Camera: 5MP Fixed Focus, Flash: Yes - Rear Camera

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)

37
WATER 7

Technical specifications

MODEL WATER 7

CHIPSET Qualcomm® Snapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G),Sensors:Gravity or Finger print sensor

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz
RAM: 2GB, Processor (CPU): Octa-core 1.5 GHZ

BATTERY Capacity: 3000 mAh, Lithium- ion polymer

Talktime: Up to 14 hours (4G)

STORAGE CAPACITY Internal memory: 16 GB

Expandable memory:Upto 128 GB

CAMERA Rear Camera : 13 MP Auto Focus

Front Camera : 5MP, Flash : Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)

38
EARTH 2

Technical specifications

MODEL EARTH 2

CHIPSET Qualcomm Snapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.1.1

SIM Slot: Dual SIM (4G+2G)
Octa core 1.5 GHZ, Sensors:Proximity or Light sensor
:

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939

Graphics: (GPU): Adreno 405 @ 550 MHz
RAM : 3 GB,Screen Size: 5.5 Inch,Screen Resolution: Full HD

BATTERY Capacity: 3500 mAh, Lithium- ion polymer

Talktime: Up to 14 hours (4G)

STORAGE CAPACITY Internal memory: 32 GB

Expandable memory:Upto 64 GB

CAMERA Rear Camera : 15 MP Auto Focus

Front Camera : 5MP, Flash : Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call

39
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.title=Reliance Jio rolls out wi-fi service at IP sigra Mall in Varanasi among others.
In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket stadiums
hosting the 2016 ICC World Twenty20 matches. Jionet was made available in Wankhede
Stadium (Mumbai), Punjab Cricket Association IS Bindra Stadium (Mohali), Himachal Pradesh
Cricket Association Stadium (Dharamshala), Chinnaswamy Stadium (Bengaluru), Feroz Shah
Kotla (Delhi), and Eden Gardens (Kolkata) in India.

Jio apps
In May 2016 , Jio launched a bundle of multimedia apps on Google Play as part of its upcoming
4G services. While the apps are available to download for everyone, a user will require a Jio SIM
card to use them. Additionally, most of the apps are in beta phase. Following is a list of the apps:
MyJio - Manage Jio Account and Digital Services associated with it
JioPlay - A live TV channel service
JioOnDemand - An online HD video library
JioChat Messenger - An instant messaging app
JioBeats - A music player
JioJoin - A VoLTE phone simulator
JioMags - E-reader for magazines
JioXpressNews - A news and magazine aggregator
JioSecurity - Security app
JioDrive - Cloud-based backup too
JioMoney Wallet - An online payments/wallet app.

40
JIO MIFI WIFI ROUTER

JIO PREVIEW OFFER FOR HP LAPTOPS:

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

3 Months Free Unlimited Calling (At any network)

3 Months Free Unlimited SMS

Life time Roaming Free (All India)

Registration in E-mail is compulsory

Available in Reliance store and Digital mini express store.

41
JIO PREVIEW OFFER (JPO)

3 Months Free Unlimited 4G Internet in LYF smartphones and others all 4G

smarthphones (Samsung,Micromax,Karbon,Lava,HTC,Gioni etc.)

3 Months Free Unlimited Calling (At any network)

3 Months Free Unlimited SMS

Life time Roaming Free (All over India)

2 Years Warranty (LYF handsets only)

Branding and Marketing

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

42
LITERATURE REVIEW

43
 LITERATURE REVIEW

Abhishek Kumar Singh and Malhar Pangrikar (2013) did a study titled “A Study Report, to Find
out Market Potential for 4G Businesses in Pune”. The Report is al 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.

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.

At the moment, many companies have established projects for 4G systems developmet.
4G can provide services for a wide range of speed facility that support global roaming and each
company will be able to interact with internet-based information and available in every part of
country.

44
In this literature review. the consumer perceptions about 4G services in Pune. The objectives of
the study was (1) to find the most influencing factor in selection of service provider, and (2) to
measure customer perception and satisfaction as regards the 4G service provided. 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 have 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 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 also
expectation 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 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 areas.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.

45
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 of user nowadays using 4G services.
Customer satisfaction is defined as a customer’s overal 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 service s.

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.

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.

46
To better manage customer satisfaction, company spend millions on effectively tracking the
methods that guarantee customer satisfaction, because the quantitative measurement of customer
satisfaction is a great help for comprehensively measuring the effect of 4G on customer
satisfaction.

Customer satisfaction, as we discussed before, has the most important effect on customer
perception and in order to narrowing down we focus on 4G service as one of the customer
satisfaction’s factors. The aim of the company is to find the most important service dimensions
that affect customer satisfaction.

To have a thorough satisfaction firstly the company is needed to bring satisfied customers which
leads to loyal customers and by preparing all this, good services would be followed which
influenced on Customer satisfaction and make them loyal in future.

47
INTRODUCTION TO THE PROBLEM

48
 INTRODUCTION TO THE PROBLEM

Even though the sector has reflected promising growth, the teledensity 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, et al. 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 characterised by higher concentration of lowincome, low-usage customers. A higher-
than-expected decline in ARPU poses a risk of 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.

49
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.

50
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.

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.

51
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.
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.

52
SCOPE OF THE STUDY

53
 SCOPE OF STUDY

This study covers customers about Reliance JIO in the areas of Muradnagar.

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 Muradnagar.

54
OBJECTIVE OF THE STUDY

55
 OBJECTIVE OF THE STUDY

1. To study of customer satisfaction level on Reliance JIO products & services.

2. To find the market potential and market penetration of Reliance JIO products & services
offerings in Muradnagar.

56
RESEARCH METHODOLOGY

57
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.

1. Conclusive Research:
It is also known as 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.
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 wil only particularly clarify the situation and much wil be left to the executive’s
judgment.

58
 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.
I have selected 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 conveyed convenient sampling surveyed in research.

Sampling Area:

While conducting sample,I went many places of Muradnagar areas-Railway road,

Kasba road,Rawli road,Sarna road,Sainthali,Duhai etc.

59
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 sampling
Convenient sampling is used to do sampling as all the customers in the sites are Surveyed..

Data Analysis
Data 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.

60
DATA ANALYSIS AND

INTERPRETATION

61
 TABLE
❖ Age group of respondents

Age % of respondents No. of respondents

20-25 20% 60

25-30 26.66% 80

30-35 30% 90

Above 35 23.33% 70

Sales

20%
23.33%
20-25
25-30
30-35

26.66% Above 35

30%

INTERPRETATION:
• 20% of the respondents are between the age group 20 – 25.
• 26.66% of the respondents are between the age group 25 – 35.
• 30% of the respondents are between the age group 30 – 35.

23.33% of the respondents are above 35 years of age.

62
 TABLE
❖ Occupation of the respondents

Occupation % of respondents No. of respondents

Students 16.66% 50

Business man 30
26.66%

Private employees 30% 90

Govt. employees 26% 80

Sales

16.66%
26%
Students
Business man
Private emplo yees
26.66%
Govt. employees
30%

INTERPRETATION:
16.66% of the respondents are Students.
26.66% of the respondents are Businessmen.
30% of the respondents are from Private employees.

26% of the respondents are Govt.Services

63
 TABLE 1:

1. Do you have a mobile phone?

a)yes
b) No

Mobile users % of respondents No. of respondents

Yes 100% 300

No 0% 0

Sales
0%

Yes
No

100%

INTERPRETATION:
• 100% of the respondents are Mobile users.

64
 TABLE 2:

2. Are you aware about Reliance JIO?

a)Yes
b) No

Awareness % Of respondents No. of respondents

Yes 93.33% 280

No 6.66% 20

Sales
6.66%

yes
No

93.33%

INTERPRETATION:
• 93.33% of respondents are aware about Reliance JIO.
• 6.66% of respondents are not aware about Reliance JIO

65
 TABLE 3:
3. which operator’s service do you use?
1.Airtel
2.Reliance JIO
3.Idea
4. Vodafone

Operator user % of respondents No. of respondents

Airtel 30% 90

Reliance JIO 23.33% 80

Ide a 20% 60

Vodafone 26.66% 70

Sales

26.66% 30% Airtel

Reliance JIO
Idea
Vodafone
20%
23.33%

INTERPRETATION
30% of respondents are Airtel users
23.33% of respondents are Relianc JIO users.
20% of respondents are Idea users.

26.66% of respondents are Vodafone users.

66
 TABLE 4:
4. 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

Rs100-Rs200 35.71% 100

Rs200-Rs300 32.14% 90

Rs300-Rs400 28.57% 80

Above Rs500 10.71% 30

Sales
10.71%

Rs100-Rs200
35.71%
Rs200-Rs300
28.57%
Rs300-Rs400
Above 500

32.14%

INTERPRETATION:
35.71% of respondents are monthly expenditure on mobile.
32.14% of respondents are monthly expenditure on mobile.
28.57% of respondents are monthly expenditure on mobile.

10.71% of respondents are monthly expenditure on mobile.

67
 TABLE 5:
5. From which source you came to know about Reliance JIO?
a)News paper
b) Advertisement
c)Mouth publicity
d)Hoardings

Sources % of respondents No. of respondents

News paper 32.14% 90

Advertisement 21.42% 60

Mouth publicity 28.57% 80

Hoarding 17.85% 50

Sales

17.85%
News paper
32.14%
Advertisement
Mouth publicity
28.57%
Hoarding
21.42%

INTERPRETATION:
• 32.14% of respondents are known by News paper.
• 21.42% of respondents are known by Advertisement.
• 28.57% of respondents are Mouth publicity.
• 17.85% of respondents are Hoardings.

68
 TABLE 6:
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 user

Users % of respondents No. of respondents

Less than one month 42.85% 30

2-3 months 35.71% 25

4-5 months 14.28% 15

Non users 0% 0

Sales
0%

14.28%

Less than one month

42.85% 2-3 months
4-5 months

35.71% Non users

INTERPRETATION:
42.85% of respondents are user of
35.71% of respondents are user of 2-3 months.
14.28% of respondents are user of 4-5 months.
0% of respondents are Non user.

69
 TABLE 7:
7. 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 21.42% 15

Scheme 57.14% 40

Advertisement 14.28%% 10

Goodwill 7.14% 5

Sales
7.14%

21.42%
14.28% Connectivity
Scheme
Advertisement

57.14%

INTERPRETATION:
21.42% of respondents are convinced with connectivity.
57.14% of respondents are convinced with scheme.
14.28% of respondents are convinced with Advertisement.
7.14% of respondents are convinced with goodwill.

70
 TABLE 8:

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

services % of respondents No. of respondents

Data services 50% 35

Call rate 28.57% 20

Network coverage 14.28% 10

Value added services 7.14% 5

Sales
7.14%

14.28% Data services

Call rate
50% Network coverage
28.57% Value added services

INTERPRETATION:
• 50% of respondents are in favour of Data services.
• 28.57% of respondents are in favour of Call rates.
• 14.28% of respondents are in favour of Network coverage.
• 7.14% of respondents are in favour of Value added services.

71
 TABLE 9:

9) Why did you choose this service provider

a).Unlimited calling services
b).Unlimited Data services
c).Unlimited sms services
d).All services

Choose the service % of respondents No. of respondents

Unlimited calling 14.28% 10

services

Unlimited Data 35.71% 25

services

Unlimited sms services 7.14% 5

All services 42.85% 30

Sales
14.28%

Unlimited calling services

42.85% Unlimited Data services
Unlimited sms services
35.71%
All services

7.14%

INTERPRETATION:
• 14.28% of respondents are chosen to Unlimited calling services.
• 35.71% of respondents are chosen to Unlimited Data services..
• 7.14% of respondents are chosen to Unlimited Sms services..
• 42.85% of respondents are chosen to All services.

72
 TABLE 10:
10.Do you call at customer care?
a)Yes
b)No

Respondents % Of respondents No. of respondents

Yes 100% 70

No 0% 0

If Yes,how often you call at customer care?

1.Daily
2. Once in week
3.Once in month
4.Rarely

Customer call % of respondents No. of respondents

Daily 28.57% 20

Once in week 50% 35

Once in month 14.28% 10

Rarely 7.14% 5

73
 Sales
7.14%

14.28%
Daily
28.57%
Once in week
Once in month
Rarely
50%

INTERPRETATION:
28.57% of respondents are made call customer care daily.
50% of respondents are made call customer care weekly.
14.28% of respondents are made call customer care monthly.
7.14% of respondents are made call customer care rarely.

74
 TABLE 11:
11. 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 21.42% 15

Schemes 57.14% 40

Complaints 7.14% 5

Queries 14.28% 10

Sales
14.28%

7.14% 21.42% Value added services

Schemes
Complaints
Queries

57.14%

INTERPRETATION:
• 21.42% of respondents are made call for value added services.
• 57.14% of respondents are made call for new schemes.
• 7.14% of respondents are made call for complaints.
• 14.28% of respondents are made call for other queries.

75
 TABLE 12:

12. Are you satisfied with Reliance JIO services?

a)Yes
b) No

Satisfaction level % Of respondents No. of respondents

Yes 71.42% 50

No 28.57% 20

Sales

28.57% yes
no

71.42%

INTERPRETATION:
• 71.42% of respondents are satisfied.
• 28.57% of respondents are not satisfied.

76
 TABLE 13:
13. What should be improved in Reliance JIO services
a)Improve in Network coverage
b)Remove calling congestion
c)Upgrade in Android version
d)Others

Improvement % of respondents No. of respondents

Improve in Network 9% 10
coverage

Remove calling 8% 7
congestion

Upgrade in Android 2% 3
version

Others 1% 2

Sales
1%
Improve in Network
coverage
2%
Remove calling
9% congestion
Upgrade in adroid version
8%
Others

INTERPRETATION:
9% of srespondents are dissatisfied with poor network coverage.
8% of respondents are dissatisfied with call drop.
2% of respondents are dissatisfied with old version.
1% of respondents are dissatisfied others.

77
 TABLE 14:
14. Would you like to recommend others?
a)Yes
b) No

Recommendation % Of respondents No. of respondents

85.14%
Yes 60

No 14.28% 10

Sales
85.14%

yes
No

14.28

INTERPRETATION:
• 85.14% of respondents are recommended others.
• 14.28% of respondents are not recommended others.
•

78
 
TABLE 15:
15. Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very Fairly Average Poor

good good

Network ✓
coverage

Data service ✓

Calling service ✓

Value added ✓
services

Customer care ✓

New schemes ✓
and offers

79
FINDINGS

80
 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 Muradnagar.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 Muradnagar.

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

5. Reliance JIO is the market leader in Muradnagar areas,all the customers are preferred its
products & services.

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

7. Highly competition among other mobiles Samsung,Redmi,HTC. But LYF handsets are more
preferred by the customers.

8. Wide network coverage is available in Muradnagar areas.

9. LYF handsets are highly selling products in Muradnagar markets.Because unlimited 4G

schemes are considered by customers.

At last it can be said that there are a lot of scope of Reliance jio market in near future

81
LIMITATIONS

82
 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.

83
CONCLUSION

84
 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 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 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 stisfied. 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.

85
SUGGESTIONS

86
 SUGGESTIONS

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

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

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

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

5. Make the advertisement of Reliance JIO by putting hoardings,boards,posters,and neon

(electric) sign boards in every areas.It should be highlighted punch line”LYF DEKHO LYF
JAISI”.

6. Get the feedback from existing customers about Reliance JIO and take the reference for
making new customers.

8. We should try building a good relationship with all retailers,praise,recognition & honour on
several occasion for our retailers would help a lot.

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

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

87
BIBLIOGRAPHY

88
 BIBLIOGRAPHY

➢ Referred Books:
➢ Kothari. C.R (2004): Research Methodology Methods & Techniques‟, New Age International
Publishers, New Delhi, 2nd Edition.
➢ Principles of Marketing –Philip Kotler & Kevin keller edition 12
➢ Market Research – D.D. Sharma
➢ Research Methodology – C.R. Kothari
Books & magazine on mobile communication-Kamil Sh. Zigangirov.

Articles:
• Mukesh Ambani's son Akash Ambani joins Reliance Industries; begins at telecom
arm Reliance Jio, The Economic Times

• Reliance Jio Infocomm launches 4G services for employees, The Economic Times,
December 27, 2015, retrieved December 29, 2015

• Reliance Industries buys 95% stake in IBnfotel Broadband for Rs 4,800 cr, The
Economic Times Business Line

• Reliance Jio employees to get freebies, discount on 4G service, Gadgets 360 -

NDTV, December 25, 2015, retrieved December 29, 2015

• Reliance to launch Jio by Dec, set to kick off pricing war, Business Standard

Web Sites:
o www.JIO.com

o www.MYLYF.com

o www.google.com

o www.wikipedia.com

89
ANNEXURE

90
 ANNEXURE
NAME: ------------------------------------
AGE: ------------------------------------
SEX: ------------------------------------
OCCUPATION: - -----------------------------------
MOBILE NO: ------------------------------------
ADDRESS : ------------------------------------

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

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

a)Rs100-Rs200
B)Rs200-Rs300
c)Rs300-Rs400
d)Above Rs500

91
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

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

92
10. Do you call at customer care?
a)Yes
b)No

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
d)Others

14. Would you like to recommend others?

a)Yes
b)No

93
 15. Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very Fairly Average Poor

good good

Network
coverage

Data service

Calling service

Value added
services

Customer care

New schemes
and offers

94