A Study On Customer Satisfaction of Reliance Jio Simcard With Special Reference To Kodungallur Municipality
A Study On Customer Satisfaction of Reliance Jio Simcard With Special Reference To Kodungallur Municipality
UNIVERSITY OF CALICUT
BACHELOR OF COMMERCE
Submitted by
AKHIL RAJ
(CCASBCM129)
Prof. K.J.JOSEPH
DEPARTMENT OF COMMERCE
MARCH 2021
CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA
CALICUT UNIVERSITY
DEPARTMENT OF COMMERCE
CERTIFICATE
I, AKHIL RAJ, hereby declare that the project work entitled “A STUDY
ON CUSTOMER SATISFACTION TOWARDS RELIANCE JIO SIMCARD WITH
SPECIAL REFERENCE TO KODUNGALLUR MUNICIPALITY” is a record of
independent and bonafide project work carried out by me under the supervision
and guidance of Prof. K.J.Joseph, Assistant Professor, Department of
Commerce, Christ College, Irinjalakuda.
The information and data given in the report is authentic to the best of my
knowledge. The report has not been previously submitted for the award of any
Degree, Diploma, Associateship or other similar title of any other university or
institute.
Date: CCASBCM129
ACKNOWLEDGEMENT
I would like to take the opportunity to express my sincere gratitude to all people
who have helped me with sound advice and able guidance.
Above all, I express my eternal gratitude to the Lord Almighty under whose
divine guidance; I have been able to complete this work successfully.
I would like to express my gratitude to all the faculties of the Department for
their interest and cooperation in this regard.
I extend my hearty gratitude to the librarian and other library staffs of my college
for their wholehearted cooperation.
LIST OF TABLES
LIST OF FIGURES
INDUSTRY AND
CHAPTER 3 11-19
COMPANY PROFILE
FINDINGS, SUGGESTIONS
CHAPTER 5 39-41
& CONCLUSION
BIBLIOGRAPHY
ANNEXURE
LIST OF TABLES
TABLE
TITLE PAGE NO:
NO:
FIGURE
TITLE PAGE NO:
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INTRODUCTION
1.1 Introduction
Customer is the real asset to any organization and the satisfaction occupies an
important place for business and management. Every firm is expected to
maximise the satisfaction in order to get more market share and profit.
Reliance Group ranks among India’s top private sector business hours in terms
of net worth. It has a good customer base and is in a process to setup the 4G
LTE infrastructure. RTIL (Reliance Telecom Industries Limited) is setting up
Reliance (4th Gen), high speed data, rich communication services and various
digital services on pan India basis in key domain such as education, health,
security, financial services, government services interfaces and entertainment.
1
1.2 Statement of the problem
Even though, Reliance JIO network offers services at a standard rate, the 100%
satisfaction of their customers is still a doubtful one. Although the customers
are availing JIO services, it is very difficult to refer any 4G data service
providers as the “The Best”. If Reliance JIO fails to give the full satisfaction to
their customers, it is very difficult to sustain their image in the systematic nation.
Hence the study is undertaken for the purpose of analyzing the satisfaction level
of the customers of JIO networks or sim cards.
The scope of the study is that to find out the level of customer satisfaction
towards Reliance JIO sim cards. To identify the customer views regarding
quantity, quality, free service, price and various other factors influencing the
customers and to analyze customer awareness.
India always has been a country of prior internet connectivity and data scarcity
especially in rural areas. For this, JIO has made affordable data back of 4G and
other services. JIO used to provide free calling and free data for the longest time,
but even though it started to charge from the year 2017 it charges the least price
compared to other mobile networks. The launch of JIO signals show an
important shift from data scarcity. The reason for its sudden entry and capturing
almost 100% made it a wonder strategy and the main strategy used by JIO could
be aiming quality subscribers from 90% of India’s population. Thus, this study
also helps to understand how much the introduction of Jio sim cards attracts
consumers. The research can be served as a reference for other researchers in
their future relevant studies.
2
1.5 Objectives of the study
Research is done for collecting essential information that helps to solve certain
problems effectively. In order to study customer satisfaction of Reliance JIO sim
cards, sufficient relevant information needs to be collected.
Primary data: Data was collected from the users of JIO sim cards using a
questionnaire.
Secondary data: Data was collected by browsing internet, magazines, articles related
to JIO sim cards in India.
Primary data is collected by using questionnaire. Secondary data is also used in the
study for understanding the concepts from journals and websites.
3
1.7 Sample design
A Sample Design is the framework, or roadmap, that serves as the basis for the
selection of a survey sample and affects many other aspects of a survey. The main
objective of sample design is to know the characteristic of the population.
This study is conducted on customer satisfaction of Reliance JIO sim cards in the
area of Kodungallur Municipality.
The Sampling method used in the study is Convenience Sampling under the Non-
Probability Sampling method.
Questionnaire was created in order to receive the necessary response required from
the sample to achieve the research objective. The tools used for this purpose are pie
charts and bar graphs.
4
1.9 Limitations of the study
1.10 Chapterisation
Chapter 1: Introduction
An inscription about the project in a whole, showing what all is being done and what
is being proved by conducting the project on this particular topic.
A detailed insight into the working and main goals set by the company in its
production and objectives to fulfill.
The systematic presentation and evaluation of the collected data, in order for the
information to be interpreted in such a manner that it can be used to conduct the
study and achieve necessary result.
Declaring the final findings from the project and stating whether the expected results
were received and the main reasons for it.
5
CHAPTER 2
REVIEW OF LITERATURE
2.1 Conceptual Review
Customer Satisfaction
Consumer behavior refers to the selection, purchase, and consumption of goods and
services for the fulfillment of their basic and fundamental needs. This applies to
industrial firms, retail and wholesale businesses, government bodies, service
companies, nonprofit organizations, and every subgroup within an organization.
Factors
Several factors like psychological, personal, social and cultural factors influence the
purchasing behavior of the consumer.
Psychological Factors
6
individual has a different perception from one another. Hence, the study of
consumer buying behaviour is a gateway to success in the market. Overall, the
result shows that the brand image, value, price, health concern and quality
influences customer satisfaction.
Personal Factors
Social Factors
Cultural Factors
7
values and perceptions that define consumer wants and behaviors. Consumers
are first influenced by the groups they belong to but also by the groups
(inspirational groups) they wish to belong to.
Aman Banchhor et al., (2015), states in their study that Jio is the only
company who is using 4th Generation (4G) LTE services and which is
operating its network on 1800 MHz (MegaHeartZ) and 2300 MHz
(MegaHeartZ) bands in Mumbai. Jio facilitates the normal download speed
of 15-20 mbps. Lowest international call tariff in the world. 4G handset with
free connection for holidays, festivals, and newyear. Reliance Jio manipulate
some marketing strategies of competitive pricing and tariff plans, Jio is
offering special operating own apps like Jioplay, Jiomoney, Jiosecurity etc.,
Jio is going to charge 1/10th of standard telecommunication charge, focusing
on calls, text and data respectively without any roaming charges throughout
India and Students get an additional 25% data usage if they registered their
sim card on a student ID.
Rajan Drmlami (2015), expresses in the study that 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
technology advanced stuff required by almost everybody in today’s
environment. From the details it can be concluded that 80% of Reliance Jio
users preferred to remain with Reliance Jio and fully satisfied. Also good
number of customers who are living to switch from their respective
subscribers showed interest in Reliance Jio is capturing wide area of Indian
8
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.
Naidu brahmani, Vamsi.S, (2017), “Customer satisfaction towards reliance
Jio: an empirical study”, in their research paper focused in knowing the
satisfaction level of customers on the usage of Jio sim and the reason behind
their satisfaction and dissatisfaction survey method is used to collect
information from the respondents.192 respondents were selected for the
study using simple random sampling. The results have stated that the
respondents are not complete satisfied with usage of Jio sim. The strong
reason behind their dissatisfaction is its speed i.e. the users are not getting
the same speed all the time. The other two more reasons identified are
compatibility of other sim cards, call connects, voice call connects. The
reasons where the customers are mostly satisfied are cost effectiveness, free
calls, no roaming providing free channels, providing free caller tunes, voice
clarity etc. The study suggested to improve the area were customers showed
their dissatisfaction.
Mahalaxmi K R, Suresh Kumar N (2017), “Changing the Indian telecom
sector: Reliance Jio”, the study aimed to identify customer’s preference
towards the Reliance JIO mobile service provider and to know the customer
satisfaction level towards Reliance JIO Mobile service provider in Trichy
region. The study was descriptive in nature. The study was carried out
through a pilot survey from 50respondents. The results of the survey were
analysed using Chi square test. The study revealed that most of the students
preferred to choose their service provider as Reliance Jio and 97% of the
respondents were satisfied with the services provided by the Reliance Jio.
Chinthala, Madhuri & Kumar (2017), In the paper, “Changing the Indian
Telecom sector, Reliance Jio” they discussed the various determinants
involved in customer satisfaction. The gender wise analyses conclude that
9
there is no difference in opinion of male and female respondents on the
satisfaction level towards Reliance Jio.
C.Boobalan et al (2017) in their study on, “Customer’s Satisfaction towards
Reliance Jio sim with special reference to Tiruchirappalli District” made an
attempt to know the satisfaction level of multi customers. Most of the
customers are selection Reliance JIO is comes under for sim cards are free
and most of the customers for understanding he income and satisfaction level
of JIO services is comes under between (10001– 20000). Finally conclude
that most of the customers are satisfied with the current JIO services.
K R Mahalakshmi & Suresh Kumar (2017), They discussed the various
factors influencing the customer preference and their impact towards
Reliance Jio. The expectation level for the consumers towards Reliance Jio
is madeunderstood through questionnaire surveys in this study.
Bank of America Merrill Lynch (2016), conducted a survey and found that
96 per cent of the customers were satisfied with Jio’s voice quality and 66
per cent with data speeds. The study said, 26 per cent using Jio as primary
SIM and 21 percent as secondary SIM. Some 55 per cent of the surveyed
users find Jio’s speed higher than that of other telecoms.
Jobin George et al., (2016) in their study titled. A research on Jio customer
satisfaction in South Karnataka‟ identified that SIM card availability,
activation process and customer care being the strong areas and call
connectivity and 4G speed being the weak areas. They also added that,
customers “loyalty is moderate and prefer value for money”.
KR Mahalaxmi and Suresh Kumar N (2017), in their study titled, Changing
the Indian telecom sector: Reliance Jio‟ revealed that the promotional offers
of JIO enables more customers to prefer and majority [97per cent] of the
respondents were satisfied with the services of Jio.
10
CHAPTER 3
PROFILE
INDUSTRY PROFILE
In August 1995, the Chief Minister of Bengal, Jyoti Basu made their first mobile
phone call in India to the Union Telecom Minister Sukhram. Sixteen years later 4G
services were launched in Kolkata in 2012. India primarily follows the GSM (Global
System for Mobile communications) mobile system, in the 900MHz band.
According to recent strategic research by Frost & Sullivan, Indian Cellular Service
Market, suchgrowth rates can be greatly attributed to the drastically falling price
of handsets, with price playing a fundamental role in Indian subscriber requiremen
ts. 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 (approx.Rs10,000)
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.
11
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. Licensing
framework has been an integral part of India’s telecommunication law. Under this
Indian Telegraph Act, 1885, section 4 gives power to the government to grant the
license to any person to establish, maintain or use a telegraph.
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.
The National Telecom Policy was announced in 1994 which aimed at improving
India's competitiveness in the global market and provides a base for a rapid growth
in exports. This policy eventually facilitated the emergence of Internet services in
India on the back of established basic telephony communication network. This
policy also paved way for the entry of the private sector in telephone services.
12
The main objectives of the policy were:
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.
13
Establishment of TRAI (Telecom Regulatory Authority of India):
To recommend the need and timing for introduction of new service provider.
To protect the interest of customers of telecom services.
To settle disputes between service providers.
To recommend the terms and conditions of license to a service provider.
To render advice to the Central government on matters relating to the
development of telecommunication technology and any other matter
applicable to the telecommunication industry in general.
It was approved by the Union Cabinet on May 31, 2012. The vision of the policy is
to “provide secure, reliable, affordable and high quality converged
telecommunication services anytime, anywhere for an accelerated inclusive socio-
economic development”.
14
share (52.3%) followed by Bharti Airtel (23.6%) and Vodafone Idea (VI)
(18.7%) in the quarter ended March 2020.
On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as
JIO's brand ambassador.
Promotion strategy
VAS means those services that are offered by telecom service providers to
customers beyond the core services like SMS, voice and data. In Reliance JIO,
they also provide such services such as caller tunes, news updates, astrology,
missed call alerts etc. No VAS shall be provided to the customers without your
explicit consent. If there are any VAS that are provided to you free as part of a
trial or a free look period, the same shall not be charged post the free look period
without your explicit consent.
Three days before the renewal of a VAS you are subscribed to, you will receive
an SMS confirming the due date of renewal of the said service along with
charges and a toll free number that will allow you to unsubscribe from the
respective service. To unsubscribe from any value added service, you can
register your request by dialing 155223 (toll free).
Network coverage
Reliance JIO has been the talk of the town ever from its expansion to various
smart phones. The service has already reaches some of amount of 1.5 billion
customers, which is really huge considering the fact that the service is still in
15
trial phase. The service is available only for 4G enabled smartphones, but we
have already covered a trick to use the sim of 3G devices. Many users are
reporting that they are facing some signal drop issues and poor network
reception. JIO is under process and will make it solved very soon.
Network speed
As per the latest TRAI data, Reliance JIO sim has topped the fastest mobile
network with an average download speed of 19.3 megabit per second.
JIO voice is provided by JIO 4GVoice app that support VoLTE, the current
version of the app is 4.0.4 and it requires Android 4.0 and above on your Android
device to install it..
Price Comparison
When it comes to price JIO sim offers plans at reasonable rates. If your budget
is Rs.200 and want the cheapest data plan, Reliance JIO 98 Plan comes at top
along with JIO 149 Plan. Airtel 149 Plan, VI 159 Plan and BSNL 171 Plan are
other plan offers after JIO.
International roaming is a service which allows you to use your JIO sim while
travelling to another country outside India. With your JIO sim you can travel
170 countries and enjoy seamless voice, data and SMS service experience. Call
rate of JIO sim is low compared to other simcards, that is 6 paise/minute.
16
COMPANY PROFILE
Type Subsidiary
Industry Telecommunications
Subsidiary LYF
JIO is also known as Reliance Jio and officially as Reliance Jio Infocomm Limited
(RJIL) is an upcoming provider of mobile telephony, broadband service and digital
services in India. It is India’s largest private sector company, is the first telecomm
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 telecomm leg of Reliance Industries Limited, it was
incorporated on 2007 and is based in Mumbai, India. It is headquartered in Navi
Mumbai.
17
RJIL 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 and 2300 MHz capable of offering fourth
generation wireless services. RJIL plans to provide seamless 4G services using
FDD-LTE (Frequency-Division Duplexing LTE) on 1800 MHz and TDD-LTE
(Time Division Duplex 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
terrestrial fiber connectivity, setup its internet point of presence, offer internet transit
and peering services as well as data and voice roaming services in Singapore.
Reliance JIO is also in the process of installing hundreds of monopoles, unlike the
regular rooftop- mounted telecom towers typically used by Telco’s, said the
company executive quoted above. Monopoles, or ground-based masts (GBMs), are
18
expected to double up as street lights and surveillance systems, and provide real-
time monitoring of traffic and advertising opportunities.
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
Mrs. Isha Ambani is involved in branding and marketing. And the key people are
Sanjay Mashruwalla (Managing Director), Jyotindra Tacker (Head of IT).
19
CHAPTER 4
DATA ANALYSIS AND
INTERPRETATION
TABLE NO: 4.1
26-35 3 5
36-45 4 7
46 above 5 8
Total 60 100
From the above data it is clear that out of 60 respondents, 80% of respondents age below
25, 5% of respondents are of the age between 26-35, 7% of respondents age between 36-
45 and the remaining 8% of respondents are of the age level above 46.
FIGURE 4.1
Age of respondents
8%
7%
5% below 25
26-35
36-45
46 Above
80%
20
TABLE NO. 4.2
From the above data it is clear that, 57% of respondents are male and 43% are female.
GRAPH 4.2
Gender of respondents
0, 0%
Male
43% Female
Others
57%
21
TABLE NO. 4.3
From the above data it is clear that out of total 60 respondents,55% are students, 15% are
unemployed, 5% are housewives, 7% does business & 8% does profession, 8% are
private employees and the remaining 2% are NRIs.
GRAPH 4.3
Occupation of respondents
Occupation
60 55%
50
No of respondents
40
30
20 15%
10 7% 8% 8%
5%
2%
0
student unemployed house wife business profession private NRI
employee
Occupation
22
TABLE NO. 4.4
Particulars No of percentage of
respondents respondents
Below 10000 35 58
10,000-20,000 8 13
20,000-30,000 3 5
30,000-40,000 4 7
Above 40000 10 17
total 60 100
(Source: Primary data)
From the above data it is clear that out of 60 respondents, 35 respondents are having
monthly income below 10,000 (58%), 8 respondents between income level 10,000-
20,000 (13%), 3 respondents between income level 20,000-30,000 (5%), 4 respondents
are between the income level 30,000-40,000 (7%) and the remaining 10 respondents falls
Above 40,000 of monthly income level (17%).
GRAPH 4.4
40
35
35
30
No of rerspondents
25
20
15
10
10 8
3 4
5
0
below10000 10000-20000 20000-30000 30000-40000 above40000
Monthly income
23
TABLE NO. 4.5
From the above data it is clear that, 37% of respondents have an expenditure on recharge
between 100-200, 45% have a level of expenditure between 200-300, 10% of respondents
between an expenditure of 300-400 and the remaining 8% have an expenditure of above
400 towards the monthly recharge of the sim.
GRAPH 4.5
5
8%
6
10%
22
37%
27
45%
24
TABLE NO. 4.6
From the above data it is clear that out of total 60 respondents, 38% are fully aware, 45%
are aware and 17% are little bit aware about the JIO simcard.
GRAPH 4.6
17%
45%
25
TABLE NO. 4.7
From the above data it is clear that, 2% of respondents get the source of information
about the simcard from newspaper, 51% from mouth-publicity, 35% from advertisement
and 12% from other information seeking sources.
GRAPH 4.7
Source of information
12% 2%
26
TABLE NO. 4.8
From the above data it is clear that, 43% of respondents are convinced about the 4G
service feature of the simcard, both features such as price and free sim constitute 20%
and 17% of respondents are convinced by the connectivity feature of the JIO sim.
GRAPH 4.8
17%
4G Service
43% price
20% Free sim
connectivity
20%
27
TABLE NO. 4.9
Table showing the reason for buying the JIO simcard by respondents
From the above data it is clear that, 55% of respondents enjoys the unlimited data service
as the reason for buying the simcard, 30% of respondents finds network coverage as the
reason, 8% of respondents sticks with free roaming and 7% holds on call rate as the
reason for buying the simcard.
GRAPH 4.9
7%
8%
Unlimited data service
Network coverage
55% free roaming
30%
call rate
28
TABLE NO. 4.10`
From the above data it is clear that out of the total 60 respondents, network issue& tower
problem 24 respondents(40%), accompanied by bugging JIO apps 23 respondents(38%),
voice call failure marked by 5 respondents(8%) and other problems marked by 8
respondents(14%) as the problems faced by the JIO sim users.
GRAPH 4.10
30
25 24
23
No of respondents
20
15
10 8
5
5
0
Network issue and tower bugging Jio Apps Voice call failure others
problem
Problem areas
29
TABLE NO.4.11
From the above data it is clear that, 52% of respondents have a high network speed, 43%
of respondents experience moderate or medium speed in their network and only 5% of
respondents have low network speed.
GRAPH 4.11
3
5%
High
26 31 medium
43% 52% low
30
TABLE NO. 4.12
From the above data it is clear that, 67% of respondents are using the sim for above 6
months, 15% of respondents between 1-2 months, 13% of respondents between 2-3
months and the remaining 5% are using the sim for 3-5 months.
GRAPH 4.12
15%
1-2 months
13% 2-3 months
3-5 months
5% Above 6 months
67%
31
TABLE NO. 4.13
From the above data it is clear that, 44% of respondents marked lack of knowledge, 28%
of respondents for other reasons, 20% of respondents agree on no specific use or
advantage and 8% of respondents on no 4G phone as the reason behind the rare usage of
JIO sim.
GRAPH 4.13
28%
Lack of knowledge
44% no 4G phone
no specific use or advantage
other reasons
20%
8%
32
TABLE NO. 4.14
From the above data it is clear that out of the total 60 respondents, 43% of respondents
says improve in network coverage, 28% on upgrade in android version, 17% on removing
calling congestion and 12% on other quality reasons as the suggestions put forward by
the respondents to improve the quality in JIO simcards.
GRAPH 4.14
12%
28%
33
TABLE NO. 4.15
Table showing the use of any Value Added Service (VAS) by respondents
From the above data it is clear that out of the total 60 respondents, 40 respondents (67%)
have not subscribed to any VAS (Value Added Services) offered by JIO till now, 11 of
them on caller tunes (18%), 5 of them on news and cricket updates (8%), 2 of them on
astrology (3%) and 1 respondents each on both missed call alerts(2%) and jokes(2%).
GRAPH 4.15
45
40
40
35
No of respondents
30
25
20
15 11
10
5
5 2 1 1
0
Caller tunes news Astrology Missed call jokes no,value added
cricketupdates alerts service
subscribed till
now
Value Added Services
34
TABLE NO. 4.16
From the above data it is clear that, 72% of respondents spend no money on the VAS
offered by JIO, 13% of respondents spend 1-25(Rs), 12% of respondents spend 25-50(Rs)
and only 3% spend their money on VAS for 50-100(Rs).
GRAPH 4.16
2
7 3%
12%
8
13%
43
72%
0 1 to 25 25 to 50 50 to 100
35
TABLE N0. 4.17
From the above data it is clear that out of total 60 respondents, 23 are satisfied (38%), 22
are highly satisfied(37%), 12 are neutral (20%), 1 of the respondent is dissatisfied (2%)
and 2 of the respondents are highly dissatisfied (3%) about the Reliance JIO simcard.
GRAPH 4.17
25 23
22
20
No of respondents
15
12
10
5
2
1
0
Highly satisfied satisfied neutral dissatisfied Highly dissatisfied
Satisfaction level
36
TABLE NO. 4.18
From the above data it is clear that, 82% of respondents recommend the JIO sim to others
(49) and 18% are not ready to recommend (11) the JIO sim to others.
GRAPH 4.18
11
18%
49
82%
yes no
37
TABLE N0. 19
From the above data it is clear that out of the total 60 respondents, 20 respondents are
highly satisfied (33%), 27 respondents are satisfied (45%), 9 respondents are neutral
(15%)and 4 respondents are disstisfied (7%) about the JIO customer care service.
GRAPH 4.19
30
27
25
20
No of respondents
20
15
10 9
5 4
0
Highly satisfied satisfied neutral Dissatisfied
Satisfaction level
38
CHAPTER 5
FINDINGS, SUGGESTIONS
AND CONCLUSION
5.1 Findings
39
5.2 Suggestions
From overall study, it was found that most of customer are satisfied with
current services.
From the study it is clear that, apart from all other advertisement mediums
(such as social medias, mouth publicity etc.) JIO should concentrate on their
marketing area mostly on advertisements in newspapers to increase
awareness to the people who mostly read newpapers than other mediums and
should also make it more useful.
The above mentioned difficulties faced by the users should be handled as
soon as possible by customer care service because the from the study it is
clear that Customer care of JIO is highly impressive among people. The
people expect that their problem will be solved by the JIO customer care
service.
Most of the customers felt that they want to remove the problem of network
issues and bugging JIO apps.
The users of JIO suggest to install the tower in place of unavailability of
network at the remote areas.
5.3 Conclusion
This study is on “Customer satisfaction towards Reliance JIO simcards with special
reference to Kodungallur Municipality”. The study is involved in measuring the
level of satisfaction and preference of JIO customer and researcher recommends
Reliance JIO Company to improve their network coverage and to wipe out the
calling congestion. It will create goodwill for the company and enrich its worthiness.
Reliance JIO is capturing the wide area of Indian markets increasingly day by day.
40
Hence these statistics imply a bright future to the company. It can be said that in
near future, the company will be booming in the telecom industry.
41
BIBLIOGRAPHY
JOURNALS
WEBSITES
https://en.wikipedia.org/wiki/Telecommunications_in_India
https://en.wikipedia.org/wiki/jio
https://www.scribd.com/document/403692409/Consumer-Preference-
Towards-Reliance-Jio-docx
APPENDIX
Customer Satisfaction Of Reliance Jio
Sim With Special Reference To
Kodungallur Municipality
Description
*Required
1. 1.Name *
2. 2.Age *
3. 3.Gender *
Male
Female
Other
Yes
No
5. 5.Mobile Number *
6. 6.Occupation *
7. 7.Monthly Income *
Below 10000
10000-20000
20000-30000
30000-40000
Above 40000
8. 8.Monthly expenditure incur (in connection with recharge) of Reliance Jio simcard?
*
100-200
200-300
300-400
Above 400
9. 9.How much you are aware about Reliance Jio simcard? *
Fully Aware
Aware
10. 10.From which source you came to know about Reliance Jio simcard service? *
Newspaper
Advertisement
Mouth Publicity
Others
Connectivity
Price
Free Sim
4G Service
12. 12.Reason for buying Reliance Jio simcard? *
Free Roaming
Call Rate
Network Coverage
Other
High
Medium
Low
15. 15.Usage period of JIO sim? *
1-2 months
2-3 months
3-5 months
Above 6 months
16. 16.In your opinion as a Jio customer, which network service provider incur min.cost
to purchase? *
Airtel
BSNL
VI
Jio
17. 17.What is the reason for the rare usage of JIO sim? *
Lack of Knowledge
No 4G Phone
Other Reasons
18. 18.What quality should be improved in JIO service? *
Other reasons
19. 19.Do you use any of the value added services in your JIO simcard? *
Caller tunes
Astrology
Jokes
20. 20.What is your monthly expenditure (in Rs.) on Value Added Services? *
1-25
25-50
50-100
21. 21.How much you are satisfied with JIO? *
Highly Satisfied
Satisfied
Neutral
Unsatisfied
Highly Unsatisfied
Yes
No
23. 23.Do you wish to change your Jio sim to any other mobile network service
provider? *
Yes
No
24. 24.How much you are satisfied in Jio Customer care service? *
Highly Satisfied
Satisfied
Neutral
Unsatisfied
25. 25.Do you have any other opinions or findings of your own about Reliance JIO
simcard?
Forms