Chapter 1

INTRODUCTION
Reliance Industry Limited:

The Reliance Group, founded by Dhirubhai H.Ambani, it is India’s largest private sector
enterprise, with business in the energy and materials value chain. The flagship company,
Reliance Industries limited, is a Fortune Global 500 company and I vertical integration has
been the corner stone of the evolution and growth of Reliance. Starting with textiles in the
late seventies, Reliance pursued a strategy of backward vertical integration – in polyester,
fiber intermediaries, plastics, petrochemicals, petroleum refining and oil and gas exploration
and production – to be fully integrated along the materials and energy value chain.

Reliance is one of the most profitable companies in India, the largest pubic traded company
in India by market capitalization, and the largest company in India as measured by revenue.
It is also one of the largest employees in the world. The company is ranked 100 th on the
fortune global 500 list of the world’s biggest corporation as of 2022. Reliance continues to
be India’s total merchandise exports and it has access to markets in over 100 countries.
Reliance is responsible for almost 5% of the Government of India’s total revenue from
customers and excise duty.

The Group’s activities span exploration and production of oil and gas, petroleum refining
and marketing, petrochemicals (polyester, fiber intermediaries, plastics and chemicals),
textiles and retail. Reliance enjoys global leadership in its business, being the largest
polyester yarn and fiber producer in the world and among the top five to ten producers in
the world in major petrochemical products.

The Group exports products in excess of USD 11 billion to more than 100 countries in the
world. There are more than 25,000 employees on the rolis of Group Companies. Major
Group companies are Reliance Industries Limited (Including main subsidiaries Reliance
petroleum Limited and Reliance Retail limited) , Indian Petrochemicals corporation limited
and Reliance Industrial Infrastructure Limited.
Beginning of the reliance industry limited:
1958-1980:

Reliance commercial corporation was set up in 1958 by Dhirubhai Ambani as a small venture
firm trading commodities, especially spices and polyester business of the firm. In 1966,
Reliance Textile Industries Pvt.Ltd. was Incorporated in Maharashtra. It established a
synthetic fabrics mill in the same year at Naroda in Gujarat. On 8 May 1973, it became
Reliance Industries Limited. In 1975, the company expanded its business into textiles, with
‘’Vimal’’ becoming its Initial public offering (IPO) in 1977. The issue was over-subscribed by
seven times. In 1979, a textiles company sidhpur Mills was amalgamated with the company.
In 1980, the company expanded its polyester yarn business by setting up a polyester
Filament yarn plant inb patalganga, Raigad, Maharashtra with financial and technical
collaboration with E.I.du pont de Nemours and co., U.S.

1981-2000:

In 1985, the name of the company was changed from Reliance Textiles Industries ltd. To
Reliance Industries Ltd. During 1985 to 1992, the company expanded its installed capacity
for producing polysters yarn by over 145,000 tonnes per Annum.The Hazira petrochemical
plant commissioned in 1991-1992. In 1993, Reliance turned to the overseas capital markets
for funds through a global depository issue of Reliance Petroleum. In 1996, it became the
first private sector company in India to be rated by international credit rating agencies. S&P
rated Reliance ‘’BB+, Stable outlook, constrained by the sovereign ceiling’’. Mody’s rated
‘’Baa3, Investment grade, constrained by the sovereign ceiling ‘’. In 1995-1996, the company
entered the telecom industry through a joint venture with NYNEX,USA, and promoted
Reliance Telecom Private Limited in India. In 1998-1999, RIL introduced pacakaged LPG in
15kg cylinders under the brand name Reliance Gas. The years 1998-2000 saw the
construction of the integrated petrochemical complex at Jamnagar in Gujarat, the largest
refinery in the world.

2001 onwards

In 2001, Reliance Industries Ltd, and Reliance Petroleum Ltd, became India’s two largest
companies in terms of all major financial parameters. In 2001- 2002, Reliance petroleum
was merged with Reliance Industries. In 2002-2003 Reliance announced Indian’s biggest gas
discovery (at the Krishna Godavari basin) in nearly three decades and one of the largest gas
discoveries in the world during 2002. The in-place volume of natural gas was more than 7
trillion cubic feet, equivalent to about 120 crore (1.2 billion) barrels of crude oil. This was
the first-ever discovery by an Indian private sector company.

In 2002-2003 , RIL purchased a majority stake in Indian Petrochemicals Corporation Ltd.

(IPCL), Indian’s second largest petrochemicals company, from the government of India, RIL
took over IPCL’S Vadodara Plants and renamed it as Vadodara Manufacturing Division
(VMD). IPCL’S Nagothane and Dahej manufacturing complexes came under RIL when IPCL
was merged with RIL in 2008. In 2005 and 2006, the company recognized its business by
demerging its investments in power generation and distribution, financial services and
telecommunication services into four separate entities.
In 2006, Reliance entered the organized retail market in India with the launch of its retail
store format under the brand name of ‘Reliance Fresh’. By the end of 2008, Reliance Retail
had close to 6900 stores across 57 cities in India. In November 2009, Reliance Industries
issued 1:1 bonus shares to its shareholders. In 2010, Reliance entered the broadband
services Limited, which was the only successful bidder for pan-India fourth-generation (4G)
spectrum auction held by the government of India. In the same year, Reliance and BP
announced a partnership in the oil and gas business. BP took a 30 percent stake in 23 oil and
gas production sharing contracts that Reliance operates in India, including the KG-D6 block
for $7.2 billion. Reliance also formed a 50:50 joint venture with BP for sourcing and
marketing of gas in India.

In 2017, RIL set up a joint venture with Russian company Sibur for setting up a Butyl rubber
plant in Jamnagar, Gujarat, to be operational by 2018. In August 2019, Reliance added Fynd
primarily for its consumer businesses and mobile phone services in the e-commerce space.
On the 18th of August 2021, Reliance Industries Limited (RIL) stated that it had shut down its
manufacturing units at Nagothane town in Maharashtra. In December 2022, Reliance
Industries Market cap stood at RSs. 17,59,017.23 crore.
Subsidiaries of Reliance Industries
Reliance Retail :
Reliance Retail is the retail business wing of the Reliance Industries. In March 2013,it had
1466 stores in India. It is the largest retailer in India. Many brands like Reliance
fresh,Reliance foot print, Reliance time out, Reliance digital, Reliance wellness, Reliance
Trends, Reliance auto zone, Reliance super, Reliance Mart etc…,

Reliance Life Sciences :

Reliance life sciences works around medical, plant and industrial biotechnology
opportunities. It specializes in manufacturing , branding and marketing Reliance Industries
products in bio-pharmaceuticals , pharmaceuticals, clinic research services , regenerative
medicine , molecular medicine and industrial biotechnology sectors of the medical industry

Reliance Logistics :
Reliance logistics is a single window company selling transportation, distribution,
warehousing , logistics and supply chain related products .Reliance Logistics is an asset
based company with its own fleet and infrastructure . it provides logistic services to Reliance
group companies and outsiders. Merged content from Reliance logistics to here.

Reliance Solar :
Reliance solar, the solar energy subsidiary of reliance, was established to produce and retail
solar energy systems primarily to remote and rural areas. It offers a range of products based
on solar energy . solar lanterns , home lighting systems , street lighting systems , water
purification systems , refrigeration systems and solar air conditioners .

Reliance Industrial Infrastructure:

Reliance Industrial Infrastructure Limited is an associate company of RIL . RIL holds 45.43%
of the total share of RIL . it was incorporated in September 1988 as chembur patalaganga
pipelines limited , with the main objective being to build and operate cross country pipelines
for transporting the products .

Network 18 :
Network 18 , a mass media company . it has interests in television , digital platforms ,
publication , mobile apps and films . it also operates two joint ventures , namely Viacom 18
and history TV18 with Viacom and A+E Networks respectively. It has also acquired a partial
part of ETV Network and since renamed its channels under the colors TV brand .
Reliance Strategic Business Ventures :
Reliance Strategic Business Ventures Limited ( RSBVL ) , a wholly owned subsidiary of RIL
bought a 51.78% stake in robotics and AI firm Asteria Aerospace for 23.12 crore and an 85%
stake in NowFloat Technologies for 141.63 crores in Dec 2019 . it also holds 18.83% in EIH
Limited , the flagship company of The Oberoi Group , one of the largest luxury hotel chains .

Reliance Jio :
Jio platforms limited , essentially a technology company , is a majority owned subsidiary of
RIL . It has a valuation of more than $ 100 billuion on expert view as of October 2022 . it is
the result of a corporate restructuring announced in october 2019 , resulting in all the digital
initiatives and the telecommunication assets being housed under this new subsidiary .
Reliance Jio
Reliance Jio Infocomm Limited , doing business as jio , is an Indian telecommunications
company a subsidiary of jio platforms , headquarterd in Navi Mumbai , Maharashtra , India .
it operates a national LTE network with coverage across all 22 telecom circles . jio offers 4G
and 4G+ services all over India and 5G services in many cities . its 6G services is in the works.

Jio soft launched on 27 December 2015 with a beta for partners and employees , and
became publicly available on 5 september 2016 . it is the largest mobile network operator in
india and the third largest mobile network operator in the world with over 42.62 crore
(426.2 million ) subscribers .

In September 2019 , Jio launched a fiber to the home service , offering home broadband ,
television , and telephone services . As of September 2020 , Reliance Industries has raised
1.65 lakh crore ( US$21 billion ) by selling nearly 33% equity stake in Jio platforms. The
company was registered in Ambawadi , Ahmedabad , Gujarat on 15 February 2007 as infotel
Broadband services Limited ( IBSL ) . In june 2010 , Reliance Industries bought a 95% stake in
IBSL for 4800 crore . although unlisted , IBSL was the only company tht won broad band
spectrum in all 22 circles in India in the 4G auction that took place earlier that year . later
continuing as RIL’s telecom subsidiary , infotel Broadband services limited was renamed as
Reliance Jio Infocomm Limited in January 2013 .

In June 2015 , Jio announced that it would start its operations throughout the country by
the end of 2015 . however , four months later in October , the company postponed the
launch to the first quarter of the financial year 2016-2017 . The 4G services were launched
internally on 27 December 2015 . the company commercially launched its 4G services on 5
september 2016 , offering free data and voice services until 31 december , which wa later
extended until 31december ,which was later extended until 31 march 2017 .
Products and services of Jio
Mobile broadband:
The company launched its 4G Broadand services throughout india in September 2016 . it
was slated to release in December 2015 after some reports said that the company was
waiting to receive final permits from the government . Jio offers fourth generation 4G data
and voice services , along with peripheral services like instant messaging and streaming
movies and music .

JioFiber:
In August 2018 , Jio began to test a new triple play fiber to the home service known
tentatively as Jio Giga Fiber , including broadand internet with speeds ranging from 100 to
1000 Mbit/s , as well as television and landline telephone services . In August 2019 , it was
announced that the services would officially launch on 5 september 2019 as JioFiber. Jio also
announced plans to offer streaming of films still in theatres to eligible Jio Fiber subscribers .

JioPhone :
Jiophone is a line of feature phones marketed by jio . the first model , released in august
2017 was positioned as an affordable LTE compatible feature phone . It runs on the Kaios
platform and includes 4GB of internal storage , near field communication support , a suite of
jio branded apps and a jio branded application store . it also supports a TV cable accessory
for output to an external display .

Jionet Wi-Fi :
Prior to its pan – India launch of 4G data and telephony services , the firm has started
providing free Wi-Fi hotspot services in cities throughout India . In march 2016 , Jio started
providing free Wi-Fi internet to spectors at six cricket stadiums hosting the 2016 ICC World
Twenty 20 matches .

JioPhone Next :
On 24 june 2021 , Mukesh Ambani announced the launch of jiophone Next . It is a fully
featured Android smartphone co developed with Google as part of its long term partnership
. the budget smartphone was launched in India on 4 november 2021 . The Jio phone Next
will be run by the indigenously built pragati OS Android Go operating system . This phone is
classified as an entry level phone and is aimed at replacing feature phones and providing
basic smartphone services efficiently at low specifications .
Need and Importance
Jio apps are the tech backbone and investment in order tech entities like Haptic, Hathaway,
and Den networks. It has successfully integrated number of technology companies in the
past few years to streamlines its operations and to build a reliable supply chain. It has built a
culture among distributor & Dealers. A reliance industry has strong free cash flows that
provide resources in the hand of the company to expand into new projects. It operates a
national Long Term Evolution network with coverage across all 22 telecom circles . jio does
not offer 2G or 3G services on its network . the launch of reliance jio has caused a revolution
data network , based on mobile data consumption.

Jio high speed internet services is the fourth generation mobile technology that enables the
delivery of high speed internet services . it uses voice over LTE to provide voice service on its
network . LTE refers to long term evolution of telecom technology that enables high
definition voice and high speed internet access . once the fibre optic network is laid down ,
the cost of operating is not very massive . on the contrary the network can be minimal cost ,
therefore the only focus was to get more internet users .the company also plans to rake in
profits from its mobile apps which include a variety of services

Scope of the Study

The study covers the mindsets of customers about Reliance jio in the areas . the study
makes effort to ascertain the satisfaction leel of customer of Reliance Jio . through survey so
that 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 major need of the
project is to know satisfaction with Reliance Jio and which is the best mobile network within
the available private telecom companies in india . its market capitalization put it fourth on
the list of largest Indian companies , behind RIL

There is no doubt that Reliance Jio is making headlines before its formal launch and ever
since Mukesh Ambani announced its new plans for 4G network , as expected , the whole
telecom industry has shaken . in fact, the company has forced all Teleco’s to change their
tariff plans rwetain their users. To recall , on September 1 , 2016 , Jio announced free data ,
voice , and video to users until December 31 , 2016 , under its Welcome Offer . the welcome
offer has been replaced by the happy new year offer, which still provides free voice
calls,video calling , messaging , and data until march 31 2017 , an now the company has
announced an extension for the same in the form of prime membership . under the prime
offer , existing customers will get the same free jio services that they are getting . this means
unlimited data which you will get for 12 months . users get access to all jio application
services which will cover Rs . 10,000 per year .

Meanwhile , at the MWC 2017, Jio also announced its tie up with Samsung to bring 5G to
expands its current network capacity as well as network coverage . Similarly, the company
has also joined hands with Cisco to enhance its existing multi terabit capacity further. The
main scope of the study is that to find out the level of customer satisfaction of Reliance .To
identify the customer’s views regarding quality , quantity services .
Objectives of the study
1. To study the total awareness of Reliance jio in the market compared to other
telecom service providers .
2. To study customer perception and satisfaction level of Reliance Jio products and
services.
3. To find market potential and market penetration of Reliance Jio products and
services.

Research methodology
Sample Size
Sampling maybe defined as the selection of some part of aggregate or totality based on
which a judgment or inference about the aggregate or totality is made. The items so
selected which constitute of what technically is called sample is known as sample size. Since
this research was confirmed to limited area and limited size of people, the sample size for
the project was of 60 people.

Since jio is used by almost everyone today there were many people included under the
sample size. Group of people such as servicemen , Businessmen , Kirana store owners ,
housewives , students , support staff and teachers .

To get a overall view of the entire project these varied group of people were surveyed.
Every person has their own different need for using internet hence was surveyed amongst
such people.

Data Collection
Primary Data
Primary data refers to information that is generated to meet the specific requirements of
the investigation at hand . the researcher collects primary data himself . in this research ,
surveying 40 people collected primary data . Simple questions on the experience of Jio
services were asked to people and thus a data was collected and maintained .

Secondary Data
Secondary data is information that is collected for a purpose other than to solve the specific
problem under investigation . someone collects secondary data else for some other purpose
but being utilized by investigator for another purpose ) . In this research , the secondary
data was collected from company website and links from the internet .