PROJECT REPORT

ON
“CUSTOMER SATISFACTION TOWARDS RELIANCE JIO
AT HYDERABAD”

Project Report submitted in partial fulfillment

for the award of the Degree of
BACHELOR OF BUSINESS ADMINISTRATION (B.B.A)
AFFILIATED TO
KAKATIYA UNIVERSITY

By
MULUKALLA VINAY
(HT. NO: 086181844)

Under the guidance of

Ms.K.Uma Rani MBA (HRM/MKTG)
Asst.Professor

DEPARTMENT OF COMMERCE & BUSINESS MANAGEMENT

VAAGDEVI DEGREE & P.G. COLLEGE
(Affiliated to Kakatiya University)
KISHANPURA, HANAMKONDA, WARANGAL-506001

2020
 Phone: 0870-2455188
Fax:0870-2455542
Viswambhara Educational Society

VAAGDEVI DEGREE & P.G. COLLEGE

(Approved by A.I.C.T.E., New Delhi & Affiliated to Kakatiya University)
#2-2-457/A, Kishanpura, HANAMKONDA -506 001, Warangal, T.S.
www.vaagdevicolleges.com, E-mail: a.schalam213@gmail.com
--------------------------------------------------------------------------------------------------------------------------------------------

Date:

CERTIFICATE
This is to certify that the project report entitled “CUSTOMER SATISFACTION TOWARDS

RELIANCE JIO AT HYDERABAD” was carried out by MULUKALLA VINAY (HT. NO. 086181844)

for the academic year 2019-20. He has completed this project as per the rules prescribed by the Kakatiya

University in partial fulfillment of award of the degree of BACHELOR OF BUSINESS

ADMINISTRATION (B.B.A).

SRI.C.DATTATERYULU Dr. AMARAVADI SHESHA CHALAM

M.F.A. M.A., P.G.C.T.E., P.G.D.T.E., Ph.D.

HEAD DEPARMENT OF COMMERCE & BUSINESS MANAGEMENT PRINCIPAL

 Date:

CERTIFICATE

This is to certify that the Project Report entitled “CUSTOMER SATISFACTION

TOWARDS RELIANCE JIO AT HYDERABAD” is a bonafide work carried out by

MULUKALLA VINAY (HT. NO: 086181844) batch: 2017-2020 under my guidance. He

submitted the Project Report in partial fulfillment of award of the degree of BACHELOR

OF BUSINESS ADMINISTRATION (B.B.A) from Kakatiya University.

Ms.K.Uma Rani MBA (HRM/MKTG)

Asst.Professor,
 DECLARATION

I hereby declare that this Project Report entitled “CUSTOMER

SATISFACTION TOWARDS RELIANCE JIO AT HYDERABAD” submitted for the

award of BBA at VAAGDEVI DEGREE COLLEGE degree of Kakatiya University, is a

bonafide and original work carried out by me under the supervision of Ms.K.Uma Rani.

Place: MULUKALLA VINAY

Date: HT.NO:086181844

Batch: 2017-2020.
 ACKNOWLEDGEMENT

At the outset, I would like to express my sincere thanks to my Project Guide Asst.Prof
Ms.K.Uma Rani for guiding my Project Work with meticulous care and patience.

I would like to express my gratitude to Sri. ANIL REDDY, ,Asst.Manager for giving

me permission to take up the Project Work in Reliance (JIO) on present topic. I am also

grateful to Ms.Vani, personal secretary for providing necessary facilities and valuable

guidance on the present topic.

I express my special thanks to Dr. A. Sheshachalam garu, Principal, Vaagdevi Degree

and PG College, and C. Dattatreyulu garu, Head, Department of Commerce and Business

Management of our college for their inspiring guidance and cooperation.

I express my special thanks to Ms.K.Uma Rani , for providing necessary facilities and

valuable guidance on present topic.

Finally, I would like to thank all those who helped in the preparation of my Project Work,

viz., Staff of the Organisation, Librarians and others.

Mulukalla Vinay

H.T. No: 086181844

 TABLE OF CONTENTS

S.No Description Page No.

.
1. Introduction of the topic 1-2
2. Industry profile 3-10
3. Company profile 11-22
4. Literature review 23-26
5. Introduction to the problem 27-30
6. Scope of the study 31
7. Objective of the study 32
9. Research methodology 32-34
10. Data analysis and Data presentation 35-48
11. Findings 49
12. Limitation 50
13. Conclusion 51
14. Suggestions 52
15. Bibliography 53
16. Annexure 54-56
 CHAPTER-1

INTRODUCTION OF THE TOPIC

After the globalization of India economy in 1991 the telecommunication sector

remained one of the most happening sectors in India. The recent years witnesses
rapid and dramatic changes in the field of telecommunications. In the last few years
more and more companies both foreign, domestic, come into cellular service, service
market and offers large number of services to the people.

A consumer may be referred to anyone engaged in evaluating, acquiring, using or

disposing of services which he expects will satisfy his wants. If any producer makes
out the marketing programmer ignoring the consumer preferences, he cannot possibly
achieve his ultimate objectives. A manufacturer must plan his production and
distribution to suit the consumer’s convenience rather than his own. Therefore a
marketer must know more and more about the consumers, so that the products can be
produced in such a fashion to give satisfaction to them.

In the year of 1989, the number of cell phone users in India was zero. In the
year 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
1
investment

2
 in technology, distribution and customer services, providing both a great customer
experience and competitive value.

The company is updating our retail footprint to a new Reliance JIO concept delivering
a differentiated customer experience. A core part of our promise to customers is to
ensure that their technical experts in store transfer all their personal data to their new
LYF phone allowing them to walk out of the store with their phone fully functional.
Extensive trials of our new concept store across all markets have shown significant
increases in both sales and customer satisfaction. The new concept will be rolled out
globally over the next upcoming years.

INDUSTRY PROFILE

India has a fast-growing mobile services market with excellent potential for the future.
With almost five million subscribers a massed 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 2015 and cross 300 million by 2019, 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.
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.

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.

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..
NEW TELECOM POLICY 1999 (NTP 1999):-

In recognition of the fact that the entry of the private sector, which was envisaged
during NTP- 94, was not satisfactory and in response to the concerns of the private
operators and investors about the viability of their business due to non realization of
targeted revenues the government decided to come up with a new telecom policy. The
most important milestone and instrument of telecom reforms in India is the New
Telecom Policy 1999 (NTP 99). The New Telecom Policy, 1999 (NTP-99) was
approved on 26th March 1999, to become effective from 1st April 1999.Moreover,
convergence of both markets and technologies required realignment of the industry. To
achieve India’s vision of becoming an IT superpower along with developing a world
class telecom infrastructure in the country, there was a need to develop a new
telecom policy framework. Accordingly, the NTP 1999 was framed with the following
objectives and targets:
 Availability of affordable and effective communication for citizens was at the core
of the vision and goal of the new telecom policy
 Provide a balance between provision of universal service to all uncovered areas,
including rural areas, and the provision of high-level services capable of
meeting the needs of the economy
 Encourage development of telecommunication facilities in remote, hilly
and tribal areas of the nation
 To facilitate India’s journey to becoming an IT superpower by creating a modern and
efficient
telecommunication infrastructure taking into account the convergence of IT,
media, telecom and consumer electronics
 Convert PCOs, wherever justified, into public telephone information centers
having multimedia capability such as ISDN services, remote database access,
government and community information systems etc.
 To bring about a competitive environment in both urban and rural areas by
 providing equal opportunities and level playing field for all players
 Providing a thrust to build world-class manufacturing capabilities and also strengthen
research and development efforts in the country
 Achieve efficiency and transparency in spectrum management
 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% by2010
 Encourage development of telecom in rural areas by developing a suitable tariff
structure
so that it becomes more affordable and by also making rural
communication mandatory for all fixed service players and thus
o Achieve a rural tele density of 4% by 2010 and provide reliable transmission
o media in all rural areas.

PLAYERS IN THE MARKET

 BSNL is the market leader with a 67.7 per cent share followed by MTNL with
11.5 per cent market share. Next is Bharti Airtel at 10.9% followed by Tata and
Reliance at 5% and 4.1% respectively.

 BSNL as a company is growing and showed annual revenues of

approximately $4.5 billion as of 2014. BSNL is serving more than 125 million
customers across the country and is catalyst in checking the price point for
telecom services.

 Also, with the government intensifying its rural focus, only BSNL can turn into
reality the next wave of rural telecom penetration.
 BSNL is a 100% Central Government entity and employees with BSNL are
entitled to get salaries and perks as decided by Government of India and not by
BSNL
 However both, MTNL and BSNL are plagued by declining revenues coupled
with high costs. BSNL has massive infrastructure, manpower, systems, and
80 per cent of landlines and 90 per cent of broadband connections in India
are operated by it.

 “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
datapenetration.

 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%.

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.
 COMPANY PROFILE

RELIANCE JIO

JIO'S HEADQUARTERS IN RCP, NAVI MUMBAI

 Forme  Infotel Broadband
rly Services Limited
called (2009 - 2013)
 Reliance Jio
Infocomm
Limited (2013 -
2015)
Type Subsidiary
Industry Telecommunications
Headquart Navi Mumbai, Maharashtra,
ers
India
Key people Sanjay Mashruwalla
(Managing Director)
Jyotindra Thacker (Head of
IT)
Akash Ambani (Chief of
Strategy)

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

MyJio, JioChat, JioPlay,

JioBeats, JioMoney,
JioDrive, JioOnDemand,
JioSecurity, JioJoin,
JioMags, JioXpressNews,
Jionet WiFi
Parent Reliance Industries
Subsidiari LYF
es
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.
RJIL is setting up a pan India telecom network to provide to the highly underserviced

India market, reliable (4th generation) high speed internet connectivity, rich
communication services and various digital services on pan India basis in key domains
such as education, healthcare, security, financial services, government citizen interfaces
and entertainment. RJIL aims to provide anytime, anywhere access to innovative and
empowering digital content, applications and services, thereby propelling India into
global leadership in digital economy.

RJIL is also deploying an enhanced packet core network to create futuristic high
capacity infrastructure to handle huge demand for data and voice. In addition to high
speed data, the 4G network will provide voice services from / to non-RJIL network.

RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz (across 22
circles) capable of offering fourth generation (4G) wireless services. RJIL plans to
provide seamless 4G services using FDD-LTE on 1800 MHz and TDD-LTE on 2300
MHz through an integrated ecosystem.

Reliance Jio is part of the “Bay Of Bengal Gateway” Cable System, planned to
provide connectivity between South East Asia, South Asia and the Middle East, and
also to Europe, Africa and to the

Far East Asia through interconnections with other existing and newly built cable
systems landing in India, the Middle East and Far East Asia.

RJIL’s subsidiary has been awarded with a Facility Based Operator License (“FBO
License”) in Singapore which will allow it to buy, operate and sell undersea and/or
terrestrial fibre connectivity, setup its internet point of presence, offer internet transit
and peering services as well as data and voice roaming services in Singapore.

R-Jio is also in the process of installing hundreds of monopoles, unlike the

regular rooftop- mounted telecom towers typically used by telcos, said the
company executive quoted above. Monopoles, or ground-based masts
(GBMs), are expected to double up as street lights and surveillance systems,
and provide real-time monitoring of traffic and advertising opportunities.

The company, which plans to be rolled out commercial telecom service operations from
January, is currently in the testing phase for most of its offerings including 4G services, a
host of mobile phone applications and delivery of television content over its fibre optic
network.
R-Jio, meanwhile, faces its share of challenges in terms of return on investment and
capturing market share. The company, according to industry analysts, is expected to
spend $8-9 billion for the 4G roll- out. The company will battle for subscribers with
leading telcos such as Bharti Airtel Ltd, Vodafone India Pvt Ltd and Idea Cellular Ltd.

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.

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).

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,"

HISTORY

In June 2019, 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 (June2013).

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.

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.

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.

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

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.

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

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.
 CHAPTER-2

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 Hyderabad”. 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.

In this literature review. the consumer perceptions about 4G services in Hyderabad.

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.
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 4Gservices.

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.
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.
 INTRODUCTION TO THE PROBLEM

Even though the sector has reflected promising growth, the tele density in India still
remains at a very low level compared with international standards and thus providing
tremendous opportunity for future growth. In the medium-term, the industry is expected
to continue to record good subscriber growth as a result of low penetration levels,
heightened competition; a sustained fall in minimumsubscription 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.

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 tele density 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 tele density, 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 mightwitness 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.
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.

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

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.
 SCOPE OF STUDY

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

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 Hyderabad.
 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 Hyderabad.

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 areencountered.
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.

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 Hyderabad areas-Railway road,

koti road, Lingampalli road, Uppal road, Reliance Degital (KBHP) ,
Secundrabad etc.

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.
CHAPTER-3

DATA ANALYSIS
AND
INTERPRETATIN
 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

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

Sale

INTERPRETATION:
 93.33% of respondents are aware about Reliance JIO.
 6.66% of respondents are not aware about Reliance JIO
 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
Idea 20% 60
Vodafone 26.66% 70

Sale

INTERPRETATION
 Hear in this analysis I came to know that the customers were recommended to
Airtel.
 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

Sale

INTERPRETATION:
 Hear the most of customers are doing recharge with 100-200 is the monthly
Recharge.
 TABLE 5:
5. F
rom 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

Sale

INTERPRETATION:
 Hear most of people came to know about Reliance JIO with the
NEWS PAPER.
 TABLE 6:
6. Sin
ce 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

Sale

INTERPRETATION:

 Hear the most of the customers used the reliance jio with the Less
than one month .
 TABLE 7:
7. Which feature of Reliance jio convinced you to use this?
a)Connectivity
b) Schemes
c) Advertisemnts
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

Sale

Advertisement

INTERPRETATION:
 Heare the most of the consumers convinced with the what the schemes given by
the reliance jio.
 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

Sale

INTERPRETATION:

 By this analysis I came to know that the most of the consumers would
Like the Data Services given by reliance jio.
 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 14.28% 10
calling
services

Unlimited 35.71% 25
Data
services

Unlimited sms 7.14% 5

services

All services 42.85% 30

Sale s

INTERPRETATION:
 Hear in this analysis the most of customers have said that they nedd the all
services .
 TABLE 10:
10)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 21.42% 15

services

Schemes 57.14% 40

Complaints 7.14% 5

Queries 14.28% 10

Sale

INTERPRETATION:
 By seeing this analysis the most of customers were done call to customer care to
know about the schemes what given by reliance jio.
 TABLE 11:

11.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

Sale

INTERPRETATION:
 71.42% of respondents are satisfied.
 28.57% of respondents are not satisfied.
 TABLE 12:
12. 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 9%
Network 10
coverage
Remove 8%
calling 7
congestion
Upgrade in 2%
Android version 3
Others 1% 2

Sale

INTERPRETATION:
 Hear in his I came to know that the customers were recommended to Improve in network
coverage in Reliance JIo.
 TABLE 13:
13. 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

yes No

INTERPRETATION:
 85.14% of respondents are recommended others.
 14.28% of respondents are not recommended others.
 CHAPTER-4

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 Hyderabad.

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

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

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

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 Hyserabadareas.

9. LYF hand sets are highly selling products in Hyderabad 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.
 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.

 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.
 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 & calldrop.

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.
 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
 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. w
hich 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
5. From which source you came to know about Reliance JIO?
a)News paper
b)Advertiseme
nt 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) Advertiseme
nts d)Goodwill
8. Whi
ch service do you like most while using the Reliance jio services?
a)Data services
b) Call rate
c) Network coverage
d) Value added services

9. Why did you choose this service provider ?

a).Unlimited calling services
b).Unlimited Data services
c).Unlimited sms services
d).All services
10. Do you call at customer care?
a)Yes
b)No

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