CONTENT

TABLE OF CONTENTS

Chapter CHAPTER SCHEME Page No.

no.

LIST OF TABLES

CHAPTER 1 INTRODUCTION 1

INTRODUCTION
STATEMENT OF THE PROBLEM
SCOPE OF THE STUDY
OBJECTIVES OF THE STUDY
LIMITATIONS OF THE STUDY
RESEARCH METHODOLOGY
TOOLS AND TECHNIQUES
CHAPTER SCHEME

CHAPTER 2 REVIEW OF LITERATURE 5

CHAPTER 3 OVER VIEW OF THE COMPANY 7

CHAPTER 4 ANALYSIS AND INTERPRETATION 15

CHAPTER 5 FINDINGS, SUGGESTION AND CONCLUSION 38

SCOPE OF THE STUDY 42

ANNEXURE BIBLIOGRAPHY

APPENDIX(Questionnaire)
LIST OF TABLES
 LIST OF TABLES

TABLE NO. TITLE PAGE NO.

3.1 Table showing Gender wise Classification 16

3.2 Table showing Age wise Classification 17

3.3 Table showing Qualification wise Classification 18

3.4 Table showing Resident wise Classification 19

3.5 Table showing Martial Status wise Classification 20

3.6 Table showing Income wise Classification 21

3.7 Table showing Users of Jio Sim Cards 22

3.8 Table showing Factors influencing for Usage 23

3.9 Table showing Switch over to Reliance Jio 4G 24

TABLE NO. TITLE PAGE NO.

3.11 Table showing Enrollment of Jio Prime Offer 25

3.12 Table showing Average amount spend 26

3.13 Table showing Purpose of Usage 27

3.14 Table showing Average Data Usage 28

3.15 Table showing the Nearest Competitor 29

3.16 Table showing Suggestion to others 30

3.17.1 Table showing Satisfaction towards Free Issue 31

3.17.2 Table showing Satisfaction towards Speed 32

3.17.3 Table showing Satisfaction towards Network 33

Coverage

3.17.4 Table showing Satisfaction towards Unlimited 34

Offer

3.17.5 Table showing Satisfaction towards Gift Vouchers 35

3.18 Table showing the Problems Faced in Jio 36

INTRODUCTION
 CHAPTER 1

INTRODUCTION

The Present business scenario is totally customer oriented. Each company

faces stiff competition from its competitors, each provides the best services at competitive rates.
As a result customer has lot of choices to get the best with least cost. To face this competition, it
is very necessity to have a marketing strategy to create, communicate and deliver and exchange
the products and services to the customers, clients, partners, and society at large.

The core function of the marketing department is to understand satisfy

consumer need and desire. Consumer behavior captures all the aspects of purchase, utility and
disposal of product and services. In group and organization are considered within a frame of
consumer. Failing to understand to consumer behavior is the recipe for the disaster as some
company as found it the hard way.

Social Culture individual play and emotions forces play a big defining
consumer buying behavior. Culture and sub culture and social class play an important role in
finalizing consumer behavior. Social class consist of consumer with the same level of income
education, taste, feeling of superiority and inferiority. Over time consumer can move from one
social level to another.

Perception is what consumer understand about a product through their

senses. Marketers have pay attention to consumer’s perception about a brand rather than
offering of product. Learning comes from experiences consumer may respond to stimuli and
purchase a product. A favorable purchase will generate positive experience resulting in pleasant
learning.

1
CUSTOMER SATISFACTION

Customer satisfaction is the expect to which customer are happy with the products
or services provided by a business, because happy customer are those most likely to place repeat
of an order and explore the range of services offered.

Consumer is most likely to report satisfaction with goods and services if they are
made to feel special by the provider. In other words if the staff of an company pays attention to
the individual needs of its customer before during and after the sales process they are likely to
retire. Customer satisfaction can be measured using survey techniques and questionnaires.
Questions typically includes an element of emotional coupled with an element of behavioral
satisfaction or locality to a particular products and services.

STATEMENT OF THE PROBLEM:

In this modern world changes are the only thing. So, competitors should be able to
survive themselves in the market. In this competitive world rivals are becoming more and more
for every competitor. Especially the service sector has undergone many changes to tackle the
competition and survive the market. In this situation their aim should not be only to cover the
customer but also to retain them. The study of customer’s perception towards the mobile
networks is quite imperative. Every technique should reveal the customer’s attitude, preferences
and convenience in selecting their desired mobile networks.

SCOPE OF THE STUDY:

The scope is to study about the consumer preferences towards Reliance Jio 4G
Network services. This study the interest and satisfaction towards purchasing of Reliance Jio 4G.
This study is made among the householders who are residing in the Coimbatore City.

2
OBJECTIVES OF THE STUDY:

➢ To study the customer perception towards RELIANCE JIO 4G Network Services.

➢ To understand the strength and weakness of RELIANCE JIO 4G Network Services.
➢ To study the reason for preferring RELIANCE JIO 4G Network Services.
➢ To study the level of satisfaction of RELIANCE JIO 4G Network Services among the
customers.

LIMITATIONS OF THE STUDY:

➢ The study was conducted within a short period the facts obtained are not suitable for long
period.
➢ The present study covers only the Coimbatore city and the city may not be applicable to
whole universe.
➢ The study is limited to only 50 respondents

RESEARCH AND METHODOLOGY

Researcher adopted the descriptive research for the study. Research design is the
basics of defining the problem. The preparation of the design of the project is popularly known
as research design. It was used I primary data was collected directly from the faculty through the
questionnaire method. The probability sample techniques are used to simple random sampling
and the sample size is 50. It is more specific than a exploratory study, as it has focus on
particular aspect or dimension of the problem studied.

3
AREA OF STUDY

The study was undertaken in Coimbatore City in Tamil Nadu. It is also known as
“Manchester of South India”. It is one of the fastest growing city in India and a major textile,
industrial, educational, information technology, health care and manufacturing hub of Tamil
Nadu.

SAMPLE SIZE

For preparing the research report the survey is conducted among the sample size
of 150 respondents. Convenient sampling method was used to select the respondents .The
respondents are customers of RELIANCE JIO 4G network.

SOURCE OF DATA

The data collected involves both primary and secondary data. Primary data
were collected through specially designed questionnaires. Secondary data were collected from
books, websites, journals and periodicals.

STATISTICAL TOOLS:

The important and the only tool used for the preparation of research
report is percentage analysis. It is one of the simplest and basic statistical tools which is widely
used in analysis and interpretation of primary data. It deals with the number of respondents to a
particular question.

4
CHAPTER SCHEME:

➢ First chapter deals with the introductions, rationale of the study, objectives, methodology
and tools used limitations of the study and chapter scheme.
➢ Second chapter deals with the review of literature.
➢ Third chapter deals with the Origin on Reliance Jio 4G Network.
➢ Fourth chapter deals with Analysis and Interpretation.
➢ Fifth chapter deals with the Findings, suggestions and Conclusion.

5
REVIEW OF LITERATURE
 CHAPTER II REVIEW OF

LITERATURE

1. Desai Ashok, in his article “Revolution in India’s Telecommunication Industry”

published in Economic and Political weekly. February 17, 2007 has studied that
telecommunication industry and its history. He studied further ownership pattern and
financing of private communication pattern. This includes the growth and emergence of
digital electronic technologies in the case of fix line and mobile technology. He stated
that a village telephone is not of much use unless it unable villagers to talk to friends and
relatives. In addition to it he further stated what is required to commitment developing
the mobile system providing and connecting the backward area including village to
forward area.

2. J D Power (2009) conducted a study on “Consumers increasingly want telecom services

and products to be bundled” based on responses collected 11,911 customers nationwide
and examined the overall customer satisfaction on six factors- customer service,
reliability, billing, image, cost of services, offers & promotion.

3. R.Sorna Priya and M.Sathiya-2017 (Asian Journal Managerial Science) “Customer

Satisfaction towards Reliance Jio Network” Concluded that the network coverage of
Reliance Jio 4G can be even better so that it could gain 100% satisfaction of the
customer.

4. R.Sakthi Prasanth, N.Chandru and R.Amutha – 2017(IJARIIE-ISSO-2395-

4396) “A Study of Promotional Strtragies and Impact of Reliance Jio 4G- Network with
special reference to Coimbatore City” Concluded that the coverage area, billing system,
plans offered and lower service charge and the mobile users are the factors to decide the
service provider. 20

5
5. C.Boobalan and K.Jayaraman – 2017 (ICTACT JOURNAL ON MANAGEMENT
STUDIES) “Customer Satisfaction towards Reliance Jio Sim with Special reference to
Salem District” Concluded that the Reliance Jio customers are satisfied with the services
of which the company is providing , But at the same time Service station Environment
has to be enhanced. Better customer service will help the organization to be more
efficient, in quality services, avoid problem, maintaining the growth and customer attract
new schemes and so on.

6
COMPANY PROFILE
 CHAPTER III COMPANY

PROFILE

INTRODUCTION TO THE COMPANY

Reliance Jio Infocomm Limited or Jio is an LTE mobile network operator in

India. It is a wholly owned subsidiary of Reliance industries headquartered in Navi Mumbai,
Maharastra that provides wireless 4G LITE service network and is the only ‘VoLTE-only’
operator in the country which lacks legacy network support of 2G and 3G, with coverage across
all 22 telecom circles in India.

RELIANCE JIO INFOCOMM LIMITED

TAG LINE

“4G Liyo To Jio!”

“Digital Life

7
Type Subsidiary of RIL

Industry Telecommunications

Founded 2010; 8 years ago

Founder Mukesh Ambani

Headquarters Navi Mumbai, Maharastra, India

Sanjay Mashruwala(Managing Director)

Key people Jyotindra Thacker(Head of IT)

Akash Ambani(Chief of Strategy)

Mobile telephony
Products
Wireless broadband

Parent Reliance Industries

Website www.jio.com

The services were first beta-launched to Jio’s partners and employees on 27th December

2015 on the eve of 83rd birth anniversary of late Dhirubhai Ambani, founder of
Reliance

Industries, and later services were commercially launched on 5th September 2016.

8
 In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband
Services Limited (IBSL) for Rs.4,800 crore (US$750 million). Although unlisted, IBSL was the
only company that won broadband spectrum in all 22 circles 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.

In June 2015, Jio announced that it will start its operations all over the country by the end
of 2015. 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 services, by paying an additional fees of just Rs.165.8 crore (US$26
million) which was arbitrary and unreasonable, and contributed to a loss of RS.2,284.2 croroe
(US$360 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 of 3G and BWM 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 27th 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 Jaffery , and film maker 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.

9
COMMERCIAL LAUNCH:

The company commercially launched its services on 5th September 2016.

Within the first month of commercial operations, Jio announced that it had acquired 16 million
subscribers. This is the fastest ramp-up by any mobile network operator anywhere in the world.
Jio crossed 50 million subscribers mark in 83 days since its launch subsequently, crossing 100

million subscribers on 22nd February 2017. By October 2017 it had about 130 million
subscribers.

NETWORK:

Jio owns spectrum in 850MHz and 2800MHz bands in ten and six circles,
respectively, of India’s 22 circles, and also owns pan-India licensed 2300MHz spectrum. The
spectrum is valid till 2035.

PARTNERSHIPS:

Jio shares spectrum with Reliance communications. The sharing deal is for
800MHz band cross seven circles other than 10 circles for which Jio already owns.

In September 2016, Jio signed a pact with BSNL for Intra-Circle roaming
which would enable users of the operators to use each other’s 4G and 2G spectrum in national
roaming mode.

In February 2017, Jio announced a partnership with Samsung to work on

LTE-Advanced Pro and 5G.

10
PRODUCTS AND SERVICES:
JioPhone

On 21st July, Jio introduced its first affordable 4G feature phone, powered
by KaiOS, named as JioPhone. The price announced for it is Rs.0 with a security deposit of Rs.
1500 which can be withdrawn back by the ser by returning the JioPhone at Jio stores only after 3

years. This phone was released for beta users on 15th August 2017 and pre-booking for

regular users started on 24th August 2017.

4G Broadband:

The company launched its 4G broadband services throughout India on

September 2016. It was slated to release in December 2015 after some reports said that the
company was waiting to receive final permits from the Government. Jio offers fourth-generation
(4G) data and voice services, along with peripheral services like instant messaging and streaming
movies and music.

The company has a network of more than 250,000km 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.

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 Surat,
Ahmedabad in Gujarat, and Visakhapatnam in Andhra Pradesh, 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.

11
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 (Mumbi), Punjab Cricket Association IS Bindra Stadium (Mohali), Himachal Pradesh
Cricket Association Stadium (Dharamashala), Chinnaswamy Stadium (Bengaluru), Feroz Shah
Kolta (Delhi), and Eden Gardens (Kolkata) in India.

AFFORDABLE 4G PHONE:

Reliance Jio has teamed up with Google to manufacture affordable 4G

handsets. These phones will run exclusively on Jio network. The two companies are also
working on developing a software for smart-TV services. Both are expected to launch in 2017.

JioFi:

Jio has also launched Wi-Fi routers by the name JioFi.

Branding:

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

Reception of Jio Prime:

By July 125.5 million Jio customers had opted for Jio Prime. The last date
for registration to Jio Prime membership was 31 March 2017. But, it was further extended till
15 April 2017 along with an introduction of new offer, “Jio Summer Surprise” which gave
customers 3 months complimentary services free of cost. On 6 April 2017, TRAI advised Jio
to withdraw this offer.

12
TARIFF PLANS:

Reliance Jio has offered the unlimited benefits for Reliance Jio Prime Members

until 31st March 2018. The Jio has offered unlimited services @ Rs. 10 for the day. The
Reliance Jio benefits continue until the whole year. This is an incredible offer from the Jio. Also,
people can take Reliance Jio Membership @ Rs.99 per year. Reliance Jio Membership can be
obtained from any of the Reliance Jio Outlet, Reliance Jio app or Reliance Jio website. The
Reliance Jio New year offer is having many advantages like free calls, free messages, free
data and also access to all Reliance apps. The Reliance has extended the whole scenario by 1
year for Reliance Jio Prime member

After its one year successful journey, Jio has introduced its JIO HAPPY
NEW YEAR 2018 OFFER which reduced Rs.50 in all the tariff plans.

PROFITABILITY:

Within 15 months of starting commercial operation, Reliance Jio

Infocomm turned profitable, posting a net profit of Rs.504 crore for the third quarter of the fiscal
year. It had posted a net loss of Rs. 271 crore in the previous quarter. It clocked a revenue of Rs.
6.879 crore, up nearly 12% on quarter.

13
 Jio has added a net 21.5 million to end December with 160.1 million users
on its network, still has more calls terminating on its rival’s network which have more number of
users, and is thus a net payer of IUC. In the latest third quarter, Jio’s paid nearly Rs. 1,082 crore
as IUC, less than half of the nearly Rs. 2,140 crore it paid in the previous quarter.

Many mobile network reached a great downfall because of the raise of

Reliance Jio 4G. Mostly notable one is the closure of Aircel Network in 6 Northern states
( Gujarat, Maharastra, Harayana, Himachal Pradesh, Madhya Pradesh and Uttar Pradesh (West)).
Some many other mobile network companies also faced heavy losses because of Jio.

AWARDS:

2017: Awarded “Global Telecom Business Innovation Award” in the “Infrastructure

Innovation” Category on May 23rd at the Annual Global Telecom Business (GTB) Telecom
Innovation Summit.

2018: Awarded “Best Mobile Operator Service for Consumers” at Global Mobile Awards 2018.

14
ANALYSIS AND INTERPRETATION
 CHAPTER IV

ANALYSIS AND INTERPRETATION

Analysis is the process of placing the date in the ordered form combining them
with the existing information and extracting the meaning from them, only analysis brings out the
information from the data. This chapter deals with the analysis and interpretation on the study of
customer perception towards Reliance Jio 4G network.

PERCENTAGE ANALYSIS:

Simple percentage analysis is one of the statistical tools which is widely used for the
analysis and interpretation of primary data.

FORMULA:

Number of respondents

* 100

Total number of sample selected for study

It is one of the simple forms of analysis which is very easy for everyone to understand the
outcome of the research. It is normally used by commercial research organization.

15
 TABLE 3.1

Table showing the Gender of Respondents

S. No Gender No. of Respondents Percentage

1 Male 93 62

2 Female 57 38

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 62 percent of respondents are

male, 38 percent of respondents are female.

It is inferred that majority (62%) of the respondents are male.

16
CHART-1
 TABLE -2

Table showing the Age Group of Respondents

S. No Age Group No. of Respondents Percentage

1 Below 20 Years 39 26

2 21 Yrs-30 Yrs 105 70

3 31 Years-40 Yrs 3 2

4 Above 41Years 3 2

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above that 26 percent of the respondents are in the age group of
below 20 years, 70 percent of the respondents are in the age group of 20-30 years, 2 percent of
the respondents are in the age group of 30-40 years, and 2 percent of the respondents are in the
age group of above 40.

It is inferred that majority (70%) of the respondents are between

20-30 years of age.

17
CHART-2
 TABLE -3

Table showing the Educational Qualification of Respondents

S. No Educational Qualification No. of Percentage

Respondents

1 No formal Education 0 0

2 School Level 18 12

3 Under Graduate 117 78

4 Post Graduate 15 10

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that the educational qualification of 12

percent of the respondents are School level, 78 percent of respondents are Undergraduate, 10
percent of respondents are Postgraduate.

It is inferred that the majority (78%) of the respondents are Under

Graduate.

18
CHART-3
 TABLE .4

Table showing the Residential Status of the Respondents

S. No Place No. of Respondents Percentage

1 Urban 99 66

2 Rural 51 34

Total 150 100

Source: Primary Data

Interpretation

It is revealed form the above table that 66 percent of the respondents are from
urban area and 34 percent of the respondents are from rural area.

It is inferred that the majority(66%) of the respondents are from

Urban area.

19
CHART – 4
 TABLE .5

Table showing the Martial Status of the Respondents

S. No Martial Status No. of Respondents Percentage

1 Unmarried 135 90

2 Married 15 10

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 90 percent of the respondents are
Unmarried and 10 percent of the respondents are Married.

It is inferred that the majority (90%) of the respondents are

Unmarried.

20
CHART-5
Table .6

Table showing the Income Level of the Respondents

S. No Income Level No. of Respondents Percentage

1 Below Rs.10,000 105 70

2 Rs.10,000-Rs.20,000 36 24

3 Rs.20,001-Rs.25,000 9 6

4 Above Rs.25,000 0 0

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 70 percent of the respondents are in the
income level of Below Rs.10,000 , 24 percent of the respondents are in between the income
level of Rs.10,000-Rs.20,000 and 6 percent of the respondents are in between the income level
of Rs.20,001-Rs.30,000.

It is inferred that the majority (70%) of the respondents are in the level of income Below
Rs.10,000.

21
CHART -6
 TABLE .7

Table showing the Users of Reliance Jio Sim Cards

S. No Usage of Reliance Jio No. of Respondents Percentage

Sim

1 Yes 150 100

2 No 0 0

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 100 percent of the respondents of the
respondents use Reliance Jio Sim Cards.

It is inferred that all the respondents(100%) are users of Reliance

Jio 4G sim cards.

22
CHART -7
 TABLE .8

Table Showing the Factors influenced to use Reliance Jio 4G

S. No Factors No. of Respondents Percentage

1 Advertisement 39 26

2 Referred by Friends 75 50

3 Social Media 36 24

Total 150 100

Source: Primary Data

Interpretation:

It is inferred from the table that 26 percent of the respondents are influenced by
Advertisement, 50 percent of the respondents are influenced by Friends and 24 percent of
the respondents are influenced by the Social Media.

It is inferred that half (50%) of the respondents are influenced for the usage of Reliance
Jio 4G by their Friends.

23
CHART -8
 TABLE .9

Table showing the Switch over to Reliance Jio 4G

S. No Network No. of Respondents Percentage

1 Airtel 69 46

2 Aircel 24 13

3 Vodafone 33 22

4 Idea 24 16

5 BSNL 0 0

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 46 percent of the respondents switched
over from Airtel network to Reliance Jio 4G, 13 percent of the respondents switched over
from Aircel network to Reliance Jio 4G, 22 percent of the respondents switched over from
Vodafone to Reliance Jio 4G and 16 percent of the respondents switched over from Idea to
Reliance Jio 4G.

It is inferred from the table that majority (46%) of the Airtel Users have switched over to
Reliance Jio 4G

24
CHART -9
 TABLE .10

Table showing the Period of purchase by the Respondents

S. No Period of Purchase No. of Respondents Percentage

1 5th Sep 2016 – 31st Dec 51 34

2016

2 31st Dec 2016 – 31st Mar 66 44

2017

3 After 31st March 2017 33 22

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 34 percent of the respondents bought
th st
Reliance Jio 4G sim cards during the period of 5 September 2016 – 31 December
2017(Introduction Period), 44 percent of the respondents bought Reliance Jio 4G sim cards
st st
during the period of 31 December 2016 – 31 March 2017(Extension Period of the Free
st
Offer) and 22 percent of the respondents bought Reliance Jio 4G sim cards after 31 March
2017.

It is inferred that majority(44%) of the respondents bought Reliance

st st
Jio 4G sim cards during 31 December 2016 – 31 March 2017.

25
CHART -10
 TABLE .11

Table showing the Enrollment of Jio Prime Offer by the

Respondents

S.No Enrollment in Jio No. of Respondents Percentage

Prime Offer

1 Yes 120 80

2 No 30 20

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 80 percent of the respondents have enrolled their Jio
number in the Jio Prime Offer and 20 percent of the respondents have not enrolled their Jio
number in the Jio Prime Offer.

It is inferred that majority (80%) of the respondents have enrolled their Jio Number in the
Jio Prime Offer.

26
CHART -11
 TABLE .12

Table showing the Average Spending After the Introduction of

Reliance Jio 4G

S. No Average Spending No. of Respondents Percentage

1 Rs.150 – Rs. 250 18 12

2 Rs.250 – Rs.350 30 20

3 Rs.350 – RS.450 78 52

4 More than Rs.450 24 16

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 12 percent of the respondents spend an
average amount of Rs.150 – Rs.250 (for 3 months), 20 percent of the respondents spend
an average amount of Rs.250 – Rs.350 (for 3 months), 52 percent of the respondents spend an
average amount of Rs.350 – Rs.450 (for 3 months) and 16 percent of the respondents spend an
average amount of more than Rs.450 after the introduction of Jio Prime Offer.

It is inferred that majority (52%) of the respondents spend an average amount of

Rs.350 – Rs.450 after the introduction of Jio Prime Offer.

27
CHART -12
 TABLE .13

Table showing the Purpose of usage of Reliance Jio 4G by the

Respondents

S. No Purpose No. of Respondents Percentage

1 Studies related Purpose 39 26

2 Downloads 51 34

3 What’s App 15 10

4 Facebook/Twitter 6 4

5 Youtube 39 26

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 26 percent of the respondents use
Reliance Jio 4G for studies related purpose, 34 percent of the respondents use for
downloading purpose, 10 percent of the respondents use for What’s App purposes, 4 percent
of the respondents use for Facebook and Twitter purposes and 26 percent of the
respondents use for Youtube purposes.

It is inferred that majority (34%) of the respondents use Reliance

Jio 4G for Downloading purposes.

28
CHART -13
 TABLE .14

Table showing the Average Data use by the Respondents

S. No Average Data No. of Respondents Percentage

1 8-5 GB 18 12

2 5-3 GB 21 14

3 3-1 GB 63 42

4 Less than 1 GB 48 32

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 12 percent of the respondents used an
average of 8-5 GB data during the free offer, 14 percent of the respondents used an average of
5-3 GB data during the free offer, 42 percent of the respondents used an average of 3-1 GB
data during the free offer and 32 percent of the respondents used an average of less than 1 GB
data during the free offer.

It is inferred that majority (42%) of the respondents used an average data of 3-1
GB during the free offer.

29
CHART -14
 TABLE .15

Table showing the Nearest Competitor of Reliance Jio 4G Network

S. No Network No. of Respondents Percentage

1 Airtel 126 84

2 Vodafone 12 8

3 Idea 6 4

4 BSNL 6 4

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 84 percent of the respondents thinks that
Airtel as the competitor of Reliance Jio 4G, 8 percent of the respondents thinks that Vodafone
as the competitor of Reliance Jio 4G, 4 percent of the respondents thinks Idea and BSNL as the
competitor of Reliance Jio 4G.

It is inferred that majority (84%) of the respondents suggested

Airtel as the competitor of Reliance Jio 4G.

30
CHART -15
 TABLE .16

Table showing Level of Satisfaction by way of suggesting to others

S. No Suggestion Given No. of Respondents Percentage

1 Yes 138 92

2 No 12 8

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 92 percent of the respondents suggest
others to use Reliance Jio 4G Network and 8 percent don’t suggest to others.

It is inferred that majority (92%) of the respondent suggest others to use Reliance Jio 4G
Network.

31
CHART -16
 TABLE .17

Table showing the Level of Satisfaction of the Respondents toward

Reliance Jio 4G Free Issue

S. No Free Issue No. of Respondents Percentage

1 Highly Satisfied 51 34

2 Satisfied 63 42

3 Moderate 33 22

4 Dissatisfied 3 2

5 Highly Dissatisfied 0 0

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 2 percent of the respondents are
dissatisfied with the free issue of Reliance Jio 4G im cards, 22 percent of the respondents are
moderately satisfied with the free issue of Reliance Jio 4G sim cards, 42 percent of the
respondents are satisfied with the free issue of Reliance Jio 4G sim cards and 34 percent of the
respondents are highly satisfied with the free issue of Reliance Jio 4G sim cards.

It is inferred majority (42%) of the respondents are satisfied with the free issue of the
Reliance Jio 4G sim cards.

32
CHART -17
 TABLE .18

Table showing the Level of Satisfaction of the Respondents towards the Speed

S. No Speed No. of Respondents Percentage

1 Highly Satisfied 27 18

2 Satisfied 72 48

3 Moderate 36 24

4 Dissatisfied 12 8

5 Highly Dissatisfied 3 2

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 2 percent of the respondents are
Highly Dissatisfied, 8 percent of the respondents are Dissatisfied, 24 percent of the respondents
are Moderately Satisfied, 48 percent of the respondents are satisfied and 18 percent of the
respondents are Highly Satisfied with the speed of the Reliance Jio 4G Network.

It is inferred that majority (48%) of the respondents are Satisfied with the speed of the
Reliance Jio 4G Network

33
CHART -18
 TABLE .19

Table showing the Level of Satisfaction of the respondents towards the Network
Coverage of Reliance Jio 4G Network

S. No Network Coverage No. of Respondents Percentage

1 Highly Satisfied 21 14

2 Satisfied 66 44

3 Moderate 48 32

4 Dissatisfied 12 8

5 Highly Dissatisfied 3 2

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 2 percent of the respondents are
Highly Dissatisfied, 8 percent of the respondents are Dissatisfies, 32 percent of the respondents
are Moderately satisfied, 44 percent of the respondents are satisfied and 7 percent of the
respondents are Highly Satisfied with the Network Coverage of Reliance Jio 4G Network.

It is inferred that majority (44%) of the respondents are Satisfied with the Network
Coverage of Reliance Jio 4G Network.

34
CHART -19
 TABLE .20

Table showing the Level of Satisfaction of the respondents towards the Unlimited Offers
of Reliance Jio 4G Network

S. No Unlimited Offer No. of Respondents Percentage

1 Highly Satisfied 48 32

2 Satisfied 66 44

3 Moderate 36 24

4 Dissatisfied 0 0

5 Highly Dissatisfied 0 0

Total 50 100
Source: Primary Data

Interpretation

It is revealed from the above table that 24 percent of the respondents are
moderately satisfied with the Unlimited offers provided by the Reliance Jio 4G Network, 44
percent of the respondents are Satisfied with the Unlimited Offers provided by the Reliance Jio
4G Network and 32 percent of the respondents are Highly Satisfied with the Unlimited Offers
provided by Reliance Jio 4G Network.

It is inferred that majority (44%) of the respondents are satisfied with the Unlimited
Offers provided by the Reliance Jio 4G Network.

35
CHART -20
 TABLE .21

Table showing the Level of Satisfaction of respondents towards the

Gift Vouchers

S. No Gift Vouchers No. of Respondents Percentage

1 Highly Satisfied 18 12

2 Satisfied 60 40

3 Moderate 45 30

4 Dissatisfied 27 18

5 Highly Dissatisfied 0 0

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 18 percent of the respondents are
Dissatisfied with the Gift Vouchers Provided by the Reliance Jio 4G Network, 30 percent of the
respondents are Moderately Satisfied with the Gift Vouchers Provided by the Reliance Jio 4G
Network, 40 percent of the respondents are Satisfied with the Gift Vouchers Provided by
the Reliance Jio 4G Network and 24 percent of the respondents are Provided by the Reliance
Jio 4G Network.

It is inferred that majority (40%) of the respondents are satisfied with the Gift
Vouchers provided by the Reliance Jio 4G Network.

36
CHART -21
 TABLE .22

Table showing the Problems faced by the Respondents

S. No Problems No. of Respondents Percentage

1 High Price 15 10

2 Network Problem 69 46

3 Call issue and 66 44

Connectivity

Total 150 100

Source: Primary Data

Interpretation

It is revealed from the above table that 10 percent of the respondents are facing
the problem of High Price, 46 percent of the respondents are facing the Network Problem
and 44 percent of the respondents are facing the problem of call issue and connectivity

It is inferred that majority (46%) of the respondents are facing

Network Problems.

37
CHART -22
FINDINGS, SUGGESTIONS AND CONCLUSION
 CHAPTER V

FINDINGS, SUGGESTIONS AND CONCLUSION

The data were collected and analyzed using appropriate tools and gave the following results.

Findings

➢ Majority (62%) of the respondents are Male Customers.

➢ Majority (70%) of the respondents are between 20-30 years of
Age.
➢ Majority (78%) of the respondents are Under Graduate
➢ Most of the respondents (66%) were from Urban Areas
➢ Majority (90%) of the respondents are unmarried people
➢ Majority (70%) of the respondents are earning an income below
Rs.10000
➢ All the respondents (100%) are users of Reliance Jio 4G Network
➢ Half (50%) of the respondents were influenced by their Friends to
use the Reliance Jio 4G Network.
➢ Majority (48%) of the Airtel users have switched over to Reliance
Jio 4G Network
➢ Majority (44%) of the respondents bought Reliance Jio 4G sim
st st
cards during 31 December 2016 – 31 March 2017
➢ Majority (80%) of the respondents have enrolled their Jio number
in the Jio Prime Offer
➢ Majority (52%) of the respondents spend an average amount of
Rs.350 – Rs.450 after the introduction of Reliance Jio 4G Network
➢ Majority (34%) of the respondents are using the Reliance Jio 4G
Network for Downloading Purposes
38
➢ Most (42%) of the respondents used an average data of 3 – 1 GB
during the Free offer availed by the Reliance Jio 4G Network
➢ Most (84%) of the respondents suggested Airtel Network as the
Competitor of Reliance Jio 4G Network
➢ Majority (90%) of the respondents suggests others to use Reliance
Jio 4G Network
➢ Majority (42%) of the respondents are satisfied with the Free Issue
of Reliance Jio 4G Sim cards
➢ Majority (48%) of the respondents are satisfied with the Speed of
the Reliance Jio 4G Network
➢ Majority (44%) of the respondents are satisfied with the Network
Coverage of Reliance Jio 4G Network
➢ Majority (44%) of the respondents are satisfied with the Unlimited
Offers provided by the Reliance Jio 4G Network
➢ Majority (40%) of the respondents are satisfied with the Gift
Vouchers provided by the reliance Jio 4G Network

39
Suggestions
➢ Network coverage can be improved
➢ Complicated gift vouchers can be avoided
➢ Jio network can be used only by installing the My Jio apps which
may be not known all the customers
➢ Frequent disturbance at the time of making calls can be avoided
➢ Continues remainders are made at the time of expiry of recharge
date can be minimized.

40
Conclusion

Most of the customers are happy with Reliance Jio 4G and most users preferred
to remain with Reliance Jio 4G mainly because of their perception towards Reliance Jio 4G
products and services is on the positive side and its brand value is high compared to other
service providers. Reliance Jio 4G is fulfilling the needs of many people yet there is a
space for further improvement. The company should concentrate more on rural areas in terms of
infrastructure as well as products and services and the changes should be made accordingly to
promote their products as attractively as possible. They should also maintain the market
reputation and retain the existing customers by offering more flexible offers and better
network services.

Thus Customer perception along with proper sales promotion activities can be
used strategically to achieve long term commitments to the brand which leads mutual benefits to
the company and to the customers.

41
SCOPE OF THE STUDY
 SCOPE OF THE STUDY

The study was carried out to find factors which influence customer satisfaction
level to maximum level. The study projects that customer satisfaction level changes with the
change in various factors. This research is a attempt to know the customers perception towards
the Reliance Jio 4G Network. This project could be taken as a base for further researches
relating to the services provided by Reliance Jio 4G Network to its customer and to know the
customers attitude towards this particular Network.

42
BIBLIOGRAPHY
 WEBSITES

http://en.m.wikipedia.org/wiki/Jio

http://www.jio.com

http://gadgets.ndtv.com

http://livemint.com

http://www.ijariie.com

43
APPENDIX
 APPENDIX

A Study on Customer Perception towards Reliance Jio 4G Network Services

Questionnaire

1.Name

2. Gender:

a) Male b)Female

3.Age(in years)

a) Below 20 years

b) 20 years – 30 years

c) 30 years – 40 years

d) Above 40 years

4.Educational Qualification

a)No formal education

b)School level

c)Under Graduate

d)Post Graduate

44
5.Residential Status

a)Urban b)Rural

6.Martial Status

a)Married b)Unmarried

7.Monthly Income
a)Below Rs.10,000 c)Rs,20,001 – Rs.25,000

b)Rs.10,000 – Rs.20,000 d)Above Rs.25,000

8.Do you use Reliance Jio 4G Sim cards?

a)Yes b)No

9.How did you come to know about Reliance Jio 4G?

a)Advertisement c)Social Media

b)Referred by Friends

10.From which network you switched over to Reliance Jio 4G?

a)Airtel d)Idea

b)Aircel e)BSNL

c)Vodafone

45
11.On which date you bought Reliance Jio 4G?

a)5th September 2016 – 31st December 2016

b)31st December 2016 – 31st March 2017

c)After 31st March 2017

12)Have you enrolled your number in Jio Prime offer?

a)Yes

b)No

13.Average amount spend for 3 months after the introduction of Jio Prime offer?

a)Rs.150 – Rs.250

b)Rs.250 – Rs.350

c)Rs.350 _ Rs450

d)More than Rs.450

14.What is the prime purpose of using Reliance Jio 4G?

a)Studies related Purpose

b)Downloads

c)What’s app

d)Facebook/Twitter

e)youtube

46
15.Average data spend during the free offer?
a)8-5 GB c)3-1 GB

b)5-3 GB d)Less than 1 GB

16.Who is the nearest competitor of Reliance Jio 4G Network?

a)Airtel c)Idea

b)Vodafone d)BSNL

17.Do you suggest others to use Reliance Jio 4G?

a)Yes

b)No

18.Rate the following features of Reliance Jio 4G

HS-Highly Satisfied S-Satisfied M-Moderate DS-Dissatisfied

HDS-Highly Dissatisfied

Criteria HS S M DS HDS

Free Issue

Speed

Network Coverage

Unlimited Offer

Gift Voucher

47
19.What are the problems you are facing in Reliance Jio 4G?

a)High Price

b)Network Problem

c)Call Issue

20.Suggestion for Reliance Jio 4G(if any) .

48