“A STUDY ON CUSTOMER SATISFACTION OF RELIANCE

JIO SIMCARD WITH SPECIAL REFERENCE TO

KODUNGALLUR MUNICIPALITY”

Project Report submitted to

UNIVERSITY OF CALICUT

In partial fulfillment of the requirement for the award of the degree of

BACHELOR OF COMMERCE

Submitted by

AKHIL RAJ
(CCASBCM129)

Under the supervision of

Prof. K.J.JOSEPH

DEPARTMENT OF COMMERCE

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

MARCH 2021
 CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

CALICUT UNIVERSITY

DEPARTMENT OF COMMERCE
CERTIFICATE

This is to certify that the project report entitled “A STUDY ON CUSTOMER

SATISFACTION OF RELIANCE JIO SIMCARD WITH SPECIAL
REFERENCE TO KODUNGALLUR MUNICIPALITY” is a bonafide record of
project done by AKHIL RAJ, Reg. No. CCASBCM129, under my guidance and
supervision in partial fulfillment of the requirement for the award of the degree
of BACHELOR OF COMMERCE and it has not previously formed the basis for
any Degree, Diploma and Associateship or Fellowship.

Prof. K.J.JOSEPH Prof. K.J.JOSEPH

Co-ordinator Project Guide
 DECLARATION

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.

Place: Irinjalakuda Akhil Raj

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 sincere obligation to Rev.Dr. Jolly Andrews,

Principal-in-Charge, Christ College Irinjalakuda for providing various facilities.

I am thankful to Prof. K.J.Joseph, Co-ordinator of B.Com (Finance), for

providing proper help and encouragement in the preparation of this report.

I am thankful to Ms.Smitha Antony, Class teacher for her cordial support,

valuable information and guidance, which helped me in completing this task
through various stages.

I express my sincere gratitude to Prof. K.J.Joseph, Assistant Professor, whose

guidance and support throughout the training period helped me 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.

I express my sincere thanks to my friends and family for their support in

completing this report successfully.
 TABLES OF CONTENTS

CHAPTER NO. CONTENTS PAGE NO:

LIST OF TABLES

LIST OF FIGURES

CHAPTER 1 INTRODUCTION 1-5

CHAPTER 2 REVIEW OF LITERATURE 6-10

INDUSTRY AND
CHAPTER 3 11-19
COMPANY PROFILE

DATA ANALYSIS AND

CHAPTER 4 20-38
INTERPRETATION

FINDINGS, SUGGESTIONS
CHAPTER 5 39-41
& CONCLUSION

BIBLIOGRAPHY

ANNEXURE
 LIST OF TABLES

TABLE
TITLE PAGE NO:
NO:

4.1 Table showing the age of respondents 20

4.2 Table showing the gender of respondents 21

4.3 Table showing the occupation of respondents 22

Table showing the monthly income level of

4.4 23
respondents

4.5 Table showing the monthly expenditure on recharge 24

Table showing the awareness level of respondents

4.6 25
towards JIO simcards

Table showing the source of information about the

4.7 26
JIO sim

Table showing the feature of JIO simcard convinced

4.8 27
to subscribe JIO

Table showing the reason for buying JIO simcard by

4.9 28
respondents

Table showing the problems faced by respondents

4.10 29
using the sim

4.11 Table showing the net speed of JIO sim 30

Table showing usage period of JIO sim by

4.12 31
respondents

4.13 Table showing the rare usage of JIO sim 32

Table showing the quality that should be improved in

4.14 33
JIO sim
 Table showing the use of any VAS (Value Added
4.15 34
Service) by respondents

4.16 Table showing the monthly expenditure on VAS 35

4.17 Table showing the satisfaction level of JIO sim 36

Table showing the recommendation level of JIO sim

4.18 37
by respondents

Table showing the satisfaction level of respondents

4.19 38
towards JIO customer care service
 LIST OF FIGURES

FIGURE
TITLE PAGE NO:
NO:

4.1 Figure showing the age of respondents 20

4.2 Figure showing the gender of respondents 21

4.3 Figure showing the occupation of respondents 22

Figure showing the monthly income level of

4.4 23
respondents

4.5 Figure showing the monthly expenditure on recharge 24

Figure showing awareness level of respondents towards

4.6 25
JIO simcard

Figure showing the source of information about JIO

4.7 26
simcard

Figure showing the feature of JIO simcard convinced to

4.8 27
subscribe JIO

Figure showing reason for buying the JIO simcard by

4.9 28
respondents

Figure showing the problems faced by respondents

4.10 29
using the sim

4.11 Figure showing the net speed of JIO sim 30

4.12 Figure showing usage period of JIO sim by respondents 31

4.13 Figure showing the rare usage of JIO sim 32

Figure showing the quality that should be improved in

4.14 33
JIO sim

4.15 Figure showing the use of any VAS by respondents 34

 4.16 Figure showing the monthly expenditure on VAS 35

4.17 Figure showing the satisfaction level of JIO sim 36

4.18 Figure showing the recommendation level of JIO sim 37

Figure showing the satisfaction level of respondents

4.19 38
towards JIO customer care service
 CHAPTER 1

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.

Nowadays, no one is living without mobile phones. Many number of network

services are available in the world. Especially, the study is focused on Reliance
JIO Network which has been founded in 2007. It is a LTE (Long-Term
Evolution) mobile network operator in India. It is wholly owned subsidiary of
Reliance Industries headquartered in Mumbai, which provides wireless 4G (4th
Generation) LTE service network (without 2G/3G based services) and is the
only 100% VoLTE (Voice over Long Term Evolution) operator in the country.
The Reliance unit has been buying a spectrum since 2010 under a plan to return
this quarter to a market that now has more than 1 Billion mobile subscribers.
Reliance JIO has appointed Shahrukh Khan as their Brand Ambassador.

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.

So this study is mainly focused on analyzing the customer satisfaction of

Reliance JIO sim cards with special reference to Kodungallur Municipality.

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.

1.3 Scope of the study

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.

1.4 Significance of the study

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

 To know about the awareness level of the customers towards Reliance

JIO sim cards.
 To identify the customer satisfaction level towards JIO sim cards.
 To find out factors influencing the customers.
 To identify the reasons to buy the JIO sim cards.
 To suggest any improvements in Reliance JIO services.

1.6 Research design

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.

1.6.1 Nature of study

The study is descriptive in nature.

1.6.2 Nature of data

Primary and Secondary data is collected in order to obtain relevant information to

conduct the research.

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.

1.6.3 Sources of data

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.

1.7.1 Nature of population

This study is conducted on customer satisfaction of Reliance JIO sim cards in the
area of Kodungallur Municipality.

1.7.2 Sample Unit

A person residing in Kodungallur Municipality using a JIO simcard.

1.7.3 Method of Sampling

The Sampling method used in the study is Convenience Sampling under the Non-
Probability Sampling method.

1.7.4 Size of sample

Information has to be collected from a minimum of 50 respondents to conduct the

study efficiently, therefore an approximate of 60 respondents were selected from
the Kodungallur Municipality comprising of both male and female respondents
from this area respectively.

1.8 Tools for Analysis

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

 The research was confined to a particular area, Kodungallur Municipality,

hence the outcome cannot be generalised.
 The sample size is limited to 60, so it might not provide accurate result of
entire population.
 Personal bias of the respondents could influence the authencity of data.

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.

Chapter 2: Review of literature

A literature review is a text of scholarly paper, which includes the current

knowledge including substantive findings, as well as theoretical and methodological
contribution to a particular topic.

Chapter 3: Industrial and company profile

A detailed insight into the working and main goals set by the company in its
production and objectives to fulfill.

Chapter 4: Data analysis and interpretation

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.

Chapter 5: Findings, suggestions and conclusion

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

Customer satisfaction is defined as a measurement that determines how happy

customers are with a company’s products, services, and capabilities. Customer
satisfaction information, including surveys and ratings, can help a company
determine how to best improve or changes its products and services. An
organization’s main focus must be to satisfy its customers. Product quality, price,
service or fairness, product features are some of the factors that influence the
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.

Philip Kotler defines customer satisfaction as a “person's feeling of pleasure or

disappointment, which resulted from comparing a product's perceived performance
or outcome against his/her expectations”.

Factors

Several factors like psychological, personal, social and cultural factors influence the
purchasing behavior of the consumer.

 Psychological Factors

Many psychological factors like motivation, perception, learning, attitudes and

beliefs play a crucial role in purchasing a particular product and services. To
increase sales and encourage the consumer to purchase the service, organization
should try to create a conscious need in the consumer & mind which develops
an interest in buying the service. Similarly, depending on the experiences of the
experiences, beliefs, and personal characteristics of the consumer, each

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

This consumer behaviour includes personal factors such as age, occupation,

economic situation, and lifestyle. Consumer changes the purchase of goods and
services with the passage of time. Occupation and the economic situation also
have a significant impact on buying behaviour. A person with high income
chooses to purchase expensive product and services. On the other hand, a person
with low income chooses to purchase inexpensive product and services. The
lifestyle of customers is another crucial factor affecting the consumer buying
behaviour. Life style refers to the way a person lives in a society and is expressed
by the things in the surroundings.

 Social Factors

Human beings live in an environment surrounded by several people who have

different buying behavior. A person’s behavior is influenced by small groups
like family, friends, social networks, and surroundings who have different
buying behavior. These groups form an environment in which an individual
evolves and shape the personality. Hence, the social factors influence the buying
habit of a customer to great extends.

 Cultural Factors

Culture is crucial when it comes to understanding the needs and behavior of an

individual. The values, perception, behavior and preference are the factors
basically learned at the very early stage of childhood from the people and the
common behaviors of the culture. Norms and values are carried forward by
generations from one entity to the other. Culture factors represent the learned

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.

2.2 Empirical Literature

“A literature review is a text of scholarly paper, it is secondary sources, and do not

report new or original experimental work”. Some of the literature reviews related to
the customer satisfaction are:

 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

INDUSTRY AND COMPANY

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.

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 cell capacity and better speech quality and
one can enjoy crystal clear reception on one’s mobile phone. It automatically solves
the problem of eavesdropping on one’s calls.

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.

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 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:

 To ensure telecommunication is within the reach of all, that is, to ensure

availability of telephone on demand as early as possible.
 To achieve universal service covering all villages, that is, enable all people
to access certain basic telecom services at affordable and reasonable prices.
 To ensure world-class telecom services. Remove consumer complaints,
resolve disputes and encourage public interface and provide a wide
permissible range of services to meet the demand at reasonable prices.
 To ensure that India emerges as a major manufacturing base and major
exporter of telecom equipment.
 To protect the defense and security interest 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.

13
Establishment of TRAI (Telecom Regulatory Authority of India):

The entry of private players necessitated independent regulation in the sector;

therefore, the TRAI was established in 1997 to regulate telecom services, for
fixation/revision of tariffs, and also to fulfill the commitments made when India
joined the World Trade Organization (WTO) in 1995. The establishment of TRAI
was a positive step as it separated the regulatory function from policy making and
operation.

The function allotted to the TRAI included:

 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.

NEW TELECOM POLICY 2012 (NTP 2012):

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”.

Players in the market

According to data released by the Telecom Regulatory Authority of India

(TRAI), Reliance JIO topped the chart with the largest portion of the market

14
share (52.3%) followed by Bharti Airtel (23.6%) and Vodafone Idea (VI)
(18.7%) in the quarter ended March 2020.

Branding and Marketing

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

Promotion strategy

When it comes to making positive brand consciousness, Reliance JIO has

adopted a bit aggressive marketing strategy including launching ad campaigns
on television, radio, newspapers, magazines and social media.

VAS (Value Added Services)

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 call

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.

Free roaming and Call rate

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

JIO headquarters in RCP, Navi Mumbai formerly called:

 Infotel Broadband Services Limited (2009-2013)

 Reliance Jio Infocomm Limited (2013-2015)

Type Subsidiary

Industry Telecommunications

Headquarters Navi Mumbai, Maharashtra, India

Key people Sanjay Mashruwalla (Managing Director)

Jyotindra Thacker (Head of IT)

Akash Ambani (Chief of Strategy)

Products JIO Apps

Parent Reliance Industries

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.

Reliance 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 telecoms such as Bharti Airtel Ltd, Vodafone
India Pvt. Ltd. And Idea Cellular Ltd.

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).

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 fulfill 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. Now, in the current scenario of 2021, JIO claims to be
the world’s largest mobile data network, based on mobile data consumption with
85% share in India.

19
 CHAPTER 4
DATA ANALYSIS AND
INTERPRETATION
 TABLE NO: 4.1

Table showing age of respondents

Particulars No of respondents Percentage of

respondents
Below 25 48 80

26-35 3 5

36-45 4 7

46 above 5 8

Total 60 100

(Source: Primary data)

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

Table showing gender of respondents

Particulars No of respondents Percentage of

respondents
Male 34 57
Female 26 43
Others 0 0
Total 60 100
(Source: Primary data)

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

Table showing occupation of respondents

Particulars No of respondents Percentage of

respondents
Student 33 55
Unemployed 9 15
House wife 3 5
Business 4 7
Profession 5 8
Private employee 5 8
NRI 1 2
Total 60 100
(Source: Primary data)

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

Table showing monthly income level of respondents

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

Monthly income level of respondents

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

Table showing Monthly expenditure on recharge

Particulars No of respondents Percentage of

respondents
100-200 22 37
200-300 27 45
300-400 6 10
Above 400 5 8
Total 60 100
(Source: Primary data)

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

Monthly expenditure on recharge

5
8%
6
10%
22
37%

27
45%

100-200 200-300 300-400 Above 400

24
 TABLE NO. 4.6

Table showing Awareness level of respondents towards JIO simcard

Particulars No of respondents percentage of

respondents
Fully aware 23 38
Aware 27 45
Little bit aware 10 17
Total 60 100
(Source: Primary data)

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

Awareness level of respondents

17%

38% fully Aware

aware
little bit aware

45%

25
 TABLE NO. 4.7

Table showing Source of information about the JIO sim

Particulars No of respondents Percentage of

respondents
Newspaper 1 2
Advertisement 21 35
Mouth publicity 31 51
Others 7 12
Total 60 100
(Source: Primary data)

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%

35% news paper

advertisement
mouth publicity
others
51%

26
 TABLE NO. 4.8

Table showing the feature of JIO simcard that convinced to subscribe

Particulars No. of respondents Percentage of

respondents
4G service 26 43
Price 12 20
Free sim 12 20
Connectivity 10 17
Total 60 100
(Source: Primary data)

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

Feature of JIO simcard that convinced to subscribe

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

Particulars No of respondents Percentage of

respondents
Unlimited data 33 55
Network coverage 18 30
Free roaming 5 8
Call rate 4 7
Total 60 100
(Source: Primary data)

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

Reason for buying JIO simcard

7%
8%
Unlimited data service
Network coverage
55% free roaming
30%
call rate

28
 TABLE NO. 4.10`

Table showing the problems faced by respondents using the sim

Particulars No of respondents Percentage of

respondents
Network issue and tower 24 40
problem
Bugging JIO Apps 23 38
Voice call failure 5 8
Others 8 14
Total 60 100
(Source: Primary data)

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

Problems faced by users of JIO simcard

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

Table showing the net speed of JIO sim

Particulars No of respondents Percentage of

respondents
High 31 52
Medium 26 43
Low 3 5
Total 60 100
(Source: Primary data)

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

Net speed of JIO sim

3
5%

High

26 31 medium
43% 52% low

30
 TABLE NO. 4.12

Table showing the usage period of sim by respondents

Particulars No of respondents Percentage of

respondents
1-2 months 9 15
2-3 months 8 13
3-5 months 3 5
Above 6 months 40 67
Total 60 100
(Source: Primary data)

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

Usage period of JIO sim

15%

1-2 months
13% 2-3 months
3-5 months
5% Above 6 months
67%

31
 TABLE NO. 4.13

Table showing the reason for rare usage of JIO sim

Particulars No of respondents Percentage of

respondents
Lack of knowledge 26 44
No 4G phone 5 8
No specific use or 12 20
advantage
Other reasons 17 28
Total 60 100
(Source: Primary data)

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

Reason for rare usage of JIO sim

28%
Lack of knowledge
44% no 4G phone
no specific use or advantage
other reasons
20%
8%

32
 TABLE NO. 4.14

Table showing the quality that should be improved in JIO sim

Particulars No of respondents Percentage of

respondents
Improve network coverage 26 43
Upgrade in Android version 17 28
Remove calling congestions 10 17
Other reasons 7 12
Total 60 100
(Source: Primary data)

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

Quality that should be improved in JIO sim

12%

Improve Net work coverage

17%
43% upgrade in android version
remove calling congestions
other reasons

28%

33
 TABLE NO. 4.15

Table showing the use of any Value Added Service (VAS) by respondents

Particulars No of respondents Percentage of

respondents
Caller tunes 11 18
News and cricket updates 5 8
Astrology 2 3
Missed call alerts 1 2
Jokes 1 2
No, values added services 40 67
subscribed till now
Total 60 100
(Source: Primary data)

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

Use of any VAS by respondents

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

Table showing the monthly expenditure on Value Added Service

Particulars No of respondents Percentage of

respondents
0 43 72
1-25 8 13
25-50 7 12
50-100 2 3
Total 60 100
(Source: Primary data)

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

Monthly expenditure on Value Added Service

2
7 3%
12%

8
13%

43
72%

0 1 to 25 25 to 50 50 to 100

35
 TABLE N0. 4.17

Table showing the satisfaction level of respondents with JIO sim

Particulars No of respondents Percentage of

respondents
Highly satisfied 22 37
Satisfied 23 38
Neutral 12 20
Dissatisfied 1 2
Highly dissatisfied 2 3
Total 60 100
(Source: Primary data)

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

Satisfaction level of JIO simcard

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

Table showing the recommendation level of JIO sim by respondents

Particulars No of respondents Percentage of

respondents
Yes 49 82
No 11 18
total 60 100
(Source: Primary data)

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

Recommendation level of JIO sim by respondents

11
18%

49
82%

yes no

37
 TABLE N0. 19

Table showing the satisfaction level of respondents in JIO customer care

service

Particulars No of respondents Percentage of

respondents
Highly satisfied 20 33
Satisfied 27 45
Neutral 9 15
Dissatisfied 4 7
Total 60 100
(Source: Primary data)

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

Satisfaction level of respondents towards JIO customer care service

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

 Study conducted among 60 respondents using JIO simcards in Kodungallur

Municipality.
 Among 60 respondents, 34 respondents are male (57%) and 26 respondents
are female (43%).
 Most of the respondents falls under the age category of below 25 years of
age (48%) and are mostly students (33%).
 From total 60 respondents, it is clear that most of the 35 respondents have a
monthly income of Rs.10,000.
 71% of respondents get the recharge done on a monthly basis with an
expenditure level of 200-300 (in Rs.)
 Among 60 respondents, they have an average level of awareness of 45% and
respondents who are fully aware about the sim with 38%.
 About half of the respondents (51%), gets the source of information about
the JIO sim by mouth publicity.
 4G service feature of the JIO sim (43%) convinced the users to use the sim.
 The main reason behind the buying habit or trend is because of its unlimited
data service (43%).
 Among 60 respondents, both network service & tower problem 24
respondents and bugging jio apps 23 respondents go hand by hand as the
main problem faced by the users.
 52% of respondents says that JIO sim have a high network speed.
 67% of responents are using JIO service for a period of above 6 months.
 It is clear from the data that, 43% says that JIO should improve slightly in
their network coverage.
 Among 60 respondents, 40 respondents have not subscribed to any of the
Value Added Service. Thus, the expenditure incur on those service by
majority of respondents is nil.
 It is a clear fact that, satisfaction level of the respondents is too high for JIO
simcard.
 Most of the respondents of about 49 respondents recommend their JIO sim
to others.
 Also the satisfaction level of respondents towards the JIO customer care
service is far too high.

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

In today’s competitive business, Customers are considered as the backbone of the

company. Customer service, like any aspect of business, is a practiced art that takes
time and effort to master. Treating the customers like friends is the best way to
attract them and make them always come back. The level of satisfaction can also
vary depending on other options and customer. Customer satisfaction research will
have to help businesses build stronger relationships.

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

 Mahalaxmi KR and Suresh Kumar N, “Changing the Indian telecom sector :

Reliance Jio”, International Journal of Advanced Research and
Development, ISSN: 2455-4030, Vol.2, Issue 2, 2017,pp.62-64.

 Chinthala.G, M. &. (2017). Customer Satisfaction Towards

Telecommunicaion Service Provider – A Study on Reliance Jio. International
of Engineering and Management Research , 398–402

 Naidu brahmani, Vamsi.S,(2017)‘customer satisfaction towards reliance jio:

an empirical
 study”,Proceedings of IISTEM International Conference, 15th October, 2017

 Boobalan, C. and Jayaraman, K. Customers’ satisfaction towards Reliance

Jio sim with special reference to Dharmapuri district, ICTACT journal on
management studies, 03(3) 2017, pp. 547-552.

 Rajan Drmlani(2015-2017), “Customer satisfaction towards reliance

 jio project

 Sornapriya. R and Sathiya.M, (2017)“Customer Satisfaction towards

Reliance Jio Network”, Asian Journal of Managerial Science, Vol.6, Issue 1

 D Satyanarayana, Dr K Sambasiva Rao and Dr S Krishnamurthy Naidu,

(2017)”The impact of Reliance Jio on Indian mobile industryA case study on
mergers and acquisitions of idea – Vodafone and Airtel – Telenor”,
International Journal of Applied Research

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 *

Mark only one oval.

Male

Female

Other

4. 4.Do you have a mobile phone? *

Mark only one oval.

Yes

No
5. 5.Mobile Number *

6. 6.Occupation *

7. 7.Monthly Income *

Mark only one oval.

Below 10000

10000-20000

20000-30000

30000-40000

Above 40000

8. 8.Monthly expenditure incur (in connection with recharge) of Reliance Jio simcard?
*

Mark only one oval.

100-200

200-300

300-400

Above 400
9. 9.How much you are aware about Reliance Jio simcard? *

Mark only one oval.

Fully Aware

Aware

Little Bit Aware

10. 10.From which source you came to know about Reliance Jio simcard service? *

Mark only one oval.

Newspaper

Advertisement

Mouth Publicity

Others

11. 11.Which feature of Reliance Jio simcard convinced you to use? *

Mark only one oval.

Connectivity

Price

Free Sim

4G Service
12. 12.Reason for buying Reliance Jio simcard? *

Mark only one oval.

Unlimited Data Service

Free Roaming

Call Rate

Network Coverage

13. 13.Problems faced while using Reliance Jio simcard? *

Mark only one oval.

Network Issue & Tower Problem

Voice Call Failure

Bugging Jio Apps

Other

14. 14.Net speed of Jio Sim? *

Mark only one oval.

High

Medium

Low
15. 15.Usage period of JIO sim? *

Mark only one oval.

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? *

Mark only one oval.

Airtel

BSNL

VI

Jio

17. 17.What is the reason for the rare usage of JIO sim? *

Mark only one oval.

Lack of Knowledge

No 4G Phone

No specific use or Advantage

Other Reasons
18. 18.What quality should be improved in JIO service? *

Mark only one oval.

Improve Network Coverage

Remove Calling Congestions

Upgrade in Android Version

Other reasons

19. 19.Do you use any of the value added services in your JIO simcard? *

Mark only one oval.

News and cricket updates

Caller tunes

Astrology

Missed call alerts

Jokes

No, Value Added Services subscribed till now

20. 20.What is your monthly expenditure (in Rs.) on Value Added Services? *

Mark only one oval.

1-25

25-50

50-100
21. 21.How much you are satisfied with JIO? *

Mark only one oval.

Highly Satisfied

Satisfied

Neutral

Unsatisfied

Highly Unsatisfied

22. 22.Do you recommended JIO sim to others? *

Mark only one oval.

Yes

No

23. 23.Do you wish to change your Jio sim to any other mobile network service
provider? *

Mark only one oval.

Yes

No

24. 24.How much you are satisfied in Jio Customer care service? *

Mark only one oval.

Highly Satisfied

Satisfied

Neutral

Unsatisfied
25. 25.Do you have any other opinions or findings of your own about Reliance JIO
simcard?

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