CHAPTER

INTRODUCTION
INTRODUCTION:

Customer Satisfaction:
Customer satisfaction is the measure of
how the needs and responses are
collaborated and delivered to excel
customer expectation. It can only be
attained if the customer has an overall
good relationship with the supplier. In
today’s competitive business
marketplace, customer satisfaction is
an important performance exponent
and basic differentiator of business
strategies. Hence, the more is customer
satisfaction; more is the business and
the bonding with customer.

Definition:
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”. Although
Kotler uses abstract terms like pleasure
and disappointment, the definition is by
no means ambiguous.

Customer satisfaction = f (perceived

performance, buyer’s expectations)

Here, customer satisfaction is a

function of perceived performance and
expectations. Perceived performance is
the consumer’s belief about the product
or service experience.

Major influence factor of customer

satisfaction:
• Performance of the product in the
recent past
• Word of mouth, recommendations or
testimonials • Reviews
• What competitors say about the
product or service • What its own
marketers promise

According to this definition, the

satisfaction goals are established by the
customers themselves before they set
out to make a purchase. This is also
why they start looking for more
information at this point-reviews,
comparisons, alternatives, etc
Your website, content marketing
efforts, and presence on review sites
make a difference at this point. So do
customer stories and testimonials. Once
the customer selects the product or
service, they’ll start evaluating the
actual experience against the expected
one. This is where a trial period and a
well thought out onboarding process
make a difference for high ticket
products and especially for low ticket
products with low stickiness.
Why customer satisfaction:
• Customer is the boss of the market.
• Customer dictates market trends and
direction
. • The organization is dependent on the
customer and not the other way round.
• Customer satisfaction means loyalty
towards the organization.
• The satisfied customers will help in
bringing the new customers by the
“word of mouth”. Importance of
customer satisfaction Customer
satisfaction is a marketing term that
measures how products or services
supplied by a company meet or surpass
a customer’s expectation.
Customer satisfaction is important
because it provides marketers and
business owners with a metric that they
can use to manage and improve their
businesses
Features:
Customer satisfaction process: -
Step 1: Understanding customer
expectations
Step 2: Promises to customers
Step 3: Execution
Step 4: Ongoing dialog with a customer
Step 5: Customer satisfaction surveys
4Cs of Customer satisfaction:
• consumer
• cost
• convenience
• communication
CONSUMER PREFERENCES:
The underlying foundation of demand,
therefore, is a model of how consumers
behave. The individual consumer has a
set of preferences and values whose
determination are outside the realm of
economics. They are no doubt
dependent upon culture, education, and
individual tastes, among aple hora of
other factors. The measure of these
values in this model for a particular
good is in terms of the real opportunity
cost to the consumer who purchases
and consumes the good. If an individual
purchases a particular good, then the
opportunity cost of that purchase is the
forgone goods the consumer could have
bought instead.

THE THEORY OF THE

CONSUMER: Consumer make
decisions by allocating their scarce
income across all possible goods in
order to obtain the greatest
satisfaction. Formally, we say that
consumers maximize their utility
subject to budget constraint. Utility is
defined as the satisfaction that a
consumer derives from the consumption
of a good. As noted above, utility’s
determinants are decided by a host of
noneconomic factors. Consumer value
is measured in terms of the relative
utilities between goods. These reflect
the consumer’s preferences.

Factor which influences

customer preference:
1. Psychological Factors
• Income
• Age
• Occupation
• lifestyle
2. Economic Factors
3. Personal Factors
4. Social Factors
 CHAPTER-II
COMPANY
PROFILE
 COMPANY PROFILE:
RELIANCE JIO
Reliance Industries Limited is an
Indian multinational conglomerate
company, head quartered in Mumbai. It
has diverse businesses including
energy, petrochemicals, natural gas,
retail, telecommunications, mass media,
and textiles. Reliance is one of the most
profitable companies in India, the
largest publicly traded company in
India by market capitalization, and the
largest company in India as measured
by revenue. It is also the tenth largest
employer in India with over 236,000
employees. RIL has a market
capitalization of US$243 billion as of
March 31, 2022. The company is ranked
155th on the Fortune Global 500 list of
the world's biggest corporations as
of2021. Reliance continues to be India's
largest exporter, accounting for 8% of
India's total merchandise exports and
access to markets in over 100
countries. Reliance is responsible for
almost 5% of the government of India's
total revenues from customs and excise
duty. It is also the highest income tax
payer in the private sector in India. The
company has negative free cash flow .

Reliance Industries Limited -

Subsidiaries & Major Associate:
Name of the Subsidiary
1. Reliance Aerospace Technologies
Limited
2. Reliance Ambit Trade Private
Limited
 3. Reliance Aromatics and
Petrochemicals Limited 4. Reliance
Brands Limited
5. Reliance Chemicals Limited
6. Reliance Clothing India Private
Limited
7. Reliance Commercial Land &
Infrastructure Limited
8. Reliance Comtrade Private Limited 9.
Reliance Corporate IT Park Limited
10. Reliance Eagle ford Midstream LLC
11. Reliance Eagle ford Upstream GP
LLC
12. Reliance Eagle ford Upstream
Holding LP
13. Reliance Eagle ford Upstream LLC
ABOUT RELIANCE JIO NETWORK:
JIO network is a LTE mobile network
operator in India. It is a wholly owned
subsidiary of Reliance Industries
headquartered in Mumbai which
provides wireless 4G LTE service
network
(without 2G/3G based services) and is
the only 100% VOLTE (Voice Over LTE)
operator in the country. It covers all 22
telecom circles in India. Reliance JIO
has appointed Shahrukh Khan as their
brand Ambassador. The company
commercially launched its services on 5
September 2016. Within the first month
of commercial operations, JIO
announced that it had acquired 16
million subscribers. This is the fastest
ramp up by any mobile network
operator anywhere in the world. JIO
crossed 50 million subscriber marks in
83 days since its launch, subsequently
crossing 100 million subscribers on 22
February 2017. By October 2017 it had
about 130million subscribers. Reliance
JIO is in process to setup the 4G LTE
infrastructure.
RJIL is setting up reliance (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.
Customers have been found more
satisfied in Sagar district with the
brand of Reliance JIO products but the
satisfaction level of there is not
unnecessary as they found quality
product and services from the
concerned company. However, strong
competition existed in the industry as
many indigenous and foreign players
are competing efficiently and
effectively. Customer satisfaction played
an important role to grow and remain in
the competition in the industry and
have become a significance tool in
brand extension. A satisfied customer is
a good advertiser of any product or
services and a major influencer among
the customers of same segment.

The project is all about measuring the

customer satisfaction in Reliance JIO
Products. For the past few years every
company is trying to satisfy its
customers. The emphasis is on ways of
retaining customers, then on attracting
new customers. It is easy to attract new
customers then to retain old customers.
So, companies are trying to focus on
this aspect of customer's satisfaction.
The sale of a product does not end with
the sale transaction but it is the point at
which the original marketing concept
starts. The marketer has to see that
whether the customer satisfied with
that particular product/service or not.
The post purchase behaviour is
important for a marketer. If there is any
cognitive dissonance in the minds of the
customers then that is enough to lose a
customer. Keeping this in mind the
companies are giving more importance
to customer satisfaction
Establishment of reliance JIO:
JIO was established on 15th February,
2007. After, Reliance became popular
and launched JIO as the fastest network
service provider. JIO reached in every
corner of India. The company motive is
to provide digital platform to the world.
JIO launched many services include
entertainment services, social benefits,
internet services, broadband, etc. in
2016, the company launched JIO apps,
like JIO browser, JIO meet, JIO tv, JIO
security, JIO Saavan, JIO cinema, JIO
cloud, JIO news, JIO health, [Link] has
signed on more than 340 million
customers by offering free domestic
calls and data service.
Reliance Industries Ltd. Company
Management Team: -
Board Of Directors: -
Name
Designation
Mr. Mukesh D Ambani
Chairman & Managing Director
Mr. Nikhil R M Executive Director Mr.
Hital R Meswani Executive
Director
Mr. M S Prasad Executive
Director Mr. Pawan Kumar Kapil
Executive Director
Dr. Sumeet Banerji Non-
Executive Director Mr. Yogendra P Trivedi
Non- Executive Director

Key Executives
Name Designation
Mr. Alok Agarwal Chief Financial
Officer
Mr. Sethuraman Group
[Link]
Mr. Srikanth Vekata Chief Financial
Officer
SWOT ANALYSIS OF RELIANCE JIO:
The SWOT analysis of Reliance JIO
identifies the company's strengths that
distinguish it from its competitors like
Airtel, Vodafone, Idea, and its
weaknesses, which prevent the brand
from doing successfully. This analysis
provides a company with an overview of
where it should focus its efforts to
improve. It also includes a list of
changes to grow JIO’s market share and
brand value. It also sheds light on a
potential threat to the brand's
reputation.

STRENGTHS:
Strong Lead Generation Process -
Reliance JIO has arguably the best lead
generation approach to date. All users
were given free access to the brand's
services for a period of 3-6 months.
Reliance JIO now has millions of users,
making it one of the most successful
customer acquisition strategies in
telecom history.

Excellent customer network - JIO has

a remarkable 100 million subscribers
after only 170 days in business, a
record that no other carrier has been
able to match.
Technology - JIO now uses the most
up-to-date 4G LTE technology, one of
the best technologies for the future in
the world. It is made possible via Voice
over LTE, making it scalable and
compatible with 5G a 19 And 6G
technologies, predicted to be the future
wireless communication technologies.
Faster and Reliable Network -
Reliance JIO has a presence in each of
India's 22 telecom circles and is known
for having a reliable and fast network
with minimal connectivity issues.
Numerous Offers - Reliance JIO
prepaid plans offer many services under
one umbrella, including movies, games,
shopping, chats, and messenger, among
others, giving customers a wide range
of possibilities.

WEAKNESS:
A late arrival into the industry –
Reliance JIO entered the market late
when established firms such as Airtel
and Vodafone had already established
themselves in customers’ minds.
Trouble in activating the SIM - Due
to its inability to contain the massive
amounts of subscribers it had gained,
Reliance JIO experienced several
gestation issues. Delays in SIM Card
activation during its launch were one
example.
 Weak internet connection - Reliance
JIO's data connection is often poor, and
the range is limited, resulting in slower
loading speeds in some areas.

OPPORTUNITIES:
Future Technological Advancements
- Reliance JIO operates on future-
oriented technology, a VoLTE 4G
network that can scale to support 5G
and 6G technologies, which opens up
many possibilities for JIO or future
bandwidth increase.
Apps and Services - Reliance JIO
offers VoLTE, which offers a lot of
bandwidth. As a result, they can
provide customers with apps that are
either free or chargeable at first, with a
pay-peruse model later.
Expansion in other countries -
Reliance JIO can expand their services
to foreign markets and India's
neighboring countries if they have
sufficient financial backing.
Cost Plan - Reliance JIO can penetrate
the Indian rural market more with its
low pricing strategy, as their
competition cannot afford to charge
such low prices as JIO20

THREATS:
Poor ethical conduct - To penetrate
the market, Reliance JIO utilized a low-
cost strategy and even offered free
services to users, resulting in a poor
ethical code that could harm the
company in the future.

Risk of Losing Customers - When

free services are removed, sales will
immediately decrease, and the risk of
losing customers will increase.
Customer Loyalty - The market's
established companies have strong
customer loyalty and a strong presence.
As a result, it will be difficult for JIO to
retain its customer base once the prices
of its services are raised
 AIRTEL
The name "Airtel" is something that is
not only popular in India but has been a
buzzword since the company was
founded back in 1995. Headquartered
in New Delhi, India, Bharti Airtel is a
multinational telecommunication
company with roots in the Indian
subcontinent, which currently serves
users of over 18 countries. The telecom
giant has provided 2G, 3G, 4G+ and 4G
LTE networks, fixed-line broadband
connections, and voice services, which
are based on the country of operation.
Besides, it has also launched the Volte
service.
The Bharti Airtel company outsources
all of its business operations except
marketing, sales, and finance and is
often credited with being the pioneer of
such a business model. Besides, many
of today's telecom service providers
also look up to Airtel for the same,
which are now working on similar
business models. Besides,
Airtel is also hailed as the pioneer of
the minutes' factory model of low-cost
and high volumes. The equipment that
Airtel uses are provided for and
maintained by companies
like Ericsson, Huawei, and Nokia
Networks. On the other hand, its IT
support is provided by Amdocs.
 A Brief History of Bharti Airtel
The Airtel founder, Sunil Mittal had
primarily set up his business Bharti
Overseas Trading Company in 1980,
which was an import enterprise where
he dealt with generators and more.
Then he saw a push-button phone in
Taiwan in 1984, seeing that he
eventually started to assemble similar
phones. Focusing on the same, he
founded Bharti Telecom Limited in the
early 1990s. Though he started with
manufacturing fax machines, cordless
phones, and other telecom gear, he
soon discovered that the Indian
government was inviting bids for mobile
telephony in 1992, and Sunil was
successful in bidding for one of the four
mobile phone network licensed
auctioned.
He later went for collaborating with the
French telecom group Vivendi, which
eventually agreed to do business with
him in spite of Mr Mittal being a small
timer at that time. This led him to
launch his cellular services in Delhi in
1995. Thus, Bharti Cellular Limited was
formed to offer cellular services under
the brand name AirTel. In 1996, cellular
service extended to Himachal Pradesh.
In 1999,
the Bharti Enterprise went on to
acquire control of JT holdings and
extended cellular operations to
Karnataka and Andhra Pradesh. Then,
in 2000, Bharti acquired control over
Skycell communications in Chennai.
In 2001, the company acquired control
of the Spice cell in Kolkata. Next, the
company got listed on the Bombay
Stock Exchange and National Stock
Exchange. In 2003, all the cellular
phone operations of the company were
summed up under the single brand of
Airtel. Airtel then acquired control over
Hexcom and entered Rajasthan in 2005.
It then extended its network all across
India in 2005 and launched its first
international mobile network in Sri
Lanka.
It was under the direction of the
company's Founder, Mr Sunil Bharti
Mittal that the company became very
successful and within a few years,
AirTel turned into the first telecom
company to cross the 2-million mobile
subscriber mark.
On 13th February 2008, Bharti Airtel
Limited, the leading telecommunication
company in India, crossed the 60
million customer mark.
The wireless segment constituted 96%
of BAL total customer base. The
valuation of BAL then stood at $40
billion in 2008. BA was the fastest in
the world and added 8 million
customers in 2008. This puts Bharti
Airtel among the top telecom
companies in the world. Its next target
was to reach 100 million mark by 2010.
This was also crossed by the company.
Airtel is currently standing with a
subscriber base of around 354.40
million subscribers in 2021.

Airtel. Name, Tagline and Logo

Bharti Airtel -Airtel's actual name was
Bharti Cellular Limited (BCL), the
company which later began to offer
cellular services under the brand name
AirTel.
"AISI AZADI AUR KAHAN” is one of the
prominent taglines adopted
 AIRTEL - SWOT
ANALYSIS
Airtel (Bharti Airtel) is a leading global
telecommunications provider with a
presence in 17 countries across Asia
and Africa. As of August 2025, the
company is valued at
approximately ₹1,131,054 crore

Below is a detailed SWOT analysis

for Airtel
Strengths
Market Leadership & Scale: Airtel is
the largest mobile operator in India by
revenue and serves over 550 million
customers globally across its operations
in India, South Asia, and Africa .
 Highest ARPU in India: The
company maintains the industry's
highest Average Revenue Per User
(ARPU) in the Indian market,
reaching ₹250 in Q1 FY26. This is
 significantly higher than its primary
competitor, Reliance Jio .
 Robust Infrastructure: It
possesses an extensive nationwide
network and is a partner in Indus
Towers, the world's largest tower
company, ensuring superior network
penetration .
 Diversified Portfolio: Beyond
mobile services, Airtel has
established strong revenue streams
from Airtel Business (enterprise
solutions), Airtel Xstream (fiber
broadband), and Airtel Payments
Bank .
 Strong Brand Equity: High brand
recall and visibility are maintained
through aggressive marketing and
high-profile celebrity endorsements
Weaknesses
 High Debt Burden: Despite recent
improvements in its debt-to-equity
 ratio (approx. 1.4x as of March
2025), the company carries
significant debt from historical
spectrum auctions and overseas
acquisitions .
 Dependence on Outsourcing:
Early strategic choices to outsource
major technical operations (e.g., to
IBM and Ericsson) created a
reliance on third-party vendors for
critical network management.
 Struggling Segments: Its African
operations, while growing, have
historically faced volatility due to
currency fluctuations and high
operational costs .
 Operational Costs: Continuous
high capital expenditure (CapEx) is
required to maintain and upgrade
technology (e.g., 5G rollout), which
can strain short-term profitability .
Opportunities
 5G Monetization: Aggressive 5G
deployment across 300+ cities as of
early 2024 offers opportunities for
premium data plans and enterprise-
grade 5G services
 Enterprise & Cloud Services:
Rapid growth in the Airtel
Business segment, which grew
11.4% YoY in FY24, shows massive
potential in cloud, IoT, and
cybersecurity for B2B clients
 Rural Market Expansion:
Expanding digital services into
untapped rural and semi-urban
markets in India offers a new
customer base and potential for
digital inclusion
 Digital Financial
Ecosystem: Airtel Payments
Bank is poised to scale as India's
digital payments market is projected
to reach $3 trillion by 2026
Threats
 Hyper-Competition: Intense rivalry
with Reliance Jio leads to frequent
price wars and limits the company's
ability to raise tariffs without losing
market share .
 Regulatory Risks: The telecom
sector is subject to unpredictable
changes in government policies,
spectrum pricing, and high
regulatory fees
 OTT Disruption: Over-the-top
(OTT) communication services (like
WhatsApp) continue to erode
traditional revenue from SMS and
voice calls
 Customer Churn: Mobile Number
Portability (MNP) makes it easy for
price-sensitive customers to switch
providers, requiring constant
investment in retention strategies
BHARTI AIRTEL
TYPE : public, Listed on BSE and NSE
o FOUNDED :. 1995
HEAD : Delhi, India
KEY PEOPLE: Sunil Bharti Mittal
(chairman and MD)
INDUSTRY: Telecommunication
PRODUCTS: Mobile Network,
Wireless, Landline, Broadband, satellite
television.
REVENUE: $15 Billion (2017)
BILLION PROFIT: $19.4 Billion (2010)
TOTAL ASSETS: $36 Billion
TOTAL EQUITY:. 511 Billion (2017)
EMPLOYEES: 25,400 (December 2017)
PARENT: Bharti Enterprises (64%)
 CHAPTER:3
RESEARCH
METHODOLOGY
Research Methodology is a way to find
out the result of a given problem on a
specific Matter or problem that is also
referred as research problem. In
Methodology, researcher uses Different
criteria for solving/searching the given
research problem. Different sources use
Different type of methods for solving
the problem. If we think about the word
“Methodology”, it is the way of
searching or solving the research.

SURVEYS METHOD:
A survey is a complete operation, which
requires some technical knowledge
survey method are mostly personal in
character. Surveys are best suited for
getting primary data. The research
obtain information by interviewing
SAMPLING:
It is not always necessary to collect
data from whole universe. A small
representative sample may serve the
purpose. A sample means a small group
taken in a lot. This small group taken in
a large lot. This small group should be
emanative cross section and really
“representative” in character. This
selection process is called sampling.
SAMPLE SIZE:
By using convenient random sampling
technique, 100 customers of Airtel
users are selected for the purpose of
the study. Direct questionnaire is used
to survey the customer.

STATISTICAL TOOLS USED

The main statistical tool used for
the collection and analyses of
data in this project are:
• Percentage of analysis •
Questionnaire •
Bar diagram
METHODS OF SAMPLING
RANDOM SAMPLE METHODS: The
method adopted here is random
sampling method. A random sample is
one were each item in the universe has
an equal chance of known opportunity
of being selected.
RESEARCH INSTRUMENTS:
Questionnaires: a questionnaire is a
carefully compliance logical sequence
of questions directed to a define
objective. It is the outline of what
information is required and the frame
work on which the data is upon.
Questionnaires is commonly used in
securing market information that its
preparation deserves Almost skill and
care.
COLLECTION OF DATA: One of the
important tools for conduction market
research is that Availability of
necessary and useful data. Data
collection is more if an art than a
science. The methods of marketing
research are in a way the methods of
data collection. The
sources of information fall under two
categories.
INTERNAL SOURCES: Every
company has to keep certain records
such as accounts, reports etc., these
records provide sample information
which an organization usually keeps
collection in its working.
EXTERNAL SOURCES: When internal
records are insufficient and required
information is not available, the
organization will have to depend on
external sources. Of data are.
PRIMARY SOURCE OF DATA :
Primary Source of data is the data
which needs the personal efforts of
collecting and which are not Readily
available. Primary data is the first hand
information, which has been collected
Directly from the customers. Primary
sources are characterized not by their
format but rather y the information they
convey and their relationship to the
research question. The interpretation
and evaluation of these sources
becomes the basis for other research.
The data collected for a purpose in
original and for the first time is known
as primary data. The researcher collect
this data to Study a particular problem.
1. To study and analyze the perception
status and thee movement of the airtel
services along with its competitors.
2. To identify the market standing of the
airtel limited with its competitive
telecom companies.
FOLLOWING ARE FEW WAYS IN
WHICH THE DATA WAS
COLLECTED:

1. Questionnaires:
1 Its set of questions on a link
and it has being given to the
Respondents to fill it.

2. Direct interviewing: Direct

interviewing involved the process
where questions are asked
directly to the customers and got
the feedback.

SECONDARY DATA:
Secondary data analysis can save
time that would otherwise be spent
collecting data and, particularly in
the case of quantitative data, can
provide larger and higher quality
databases that would be unfeasible
for any individual researcher to
collect on their own. In addition,
analysts of social and economic
change consider secondary data
essential, since it is impossible to
conduct a new survey that can
adequately capture past change
and/or developments.
The secondary data are an integral
part of any research study or a
research report as it provides
information on key variables,
which pay major part in the actual
research the data cannot be
obtained in person within a short
span of project life. Thus, sources
of secondary data collected
include. The internet, which is a
source of information of any issue.
Various business journals,
magazines and newspapers
. 1. Find out the potential
customers, who can be very
beneficial for the company.
2. To make aware of the customer
about company’s services and to
educate them and aware about the
different benefits.
3. To formulate the competitive
marketing strategies to have better
approach to the customer.
4. To study the present and past
response of the customer towards
the services of airtel.
PRESENTATION OF THE DATA
A schedule of 25 sample
questions has been prepared to
suit the objective of the study.
1. On the basis of convenient
random sampling technique, the
Respondents have been selected
and information has been
collected.
[Link] collected information has
been classified, tabulated, analysis
using mathematical tools like
percentages and interpretations
have been drawn.
 [Link] analysis, findings have
been drawn and suggestions are
offered.

LIMITATIONS OF THE STUDY

[Link] factor was the main limitation
for the study as the project was
restricted to small period.
[Link] sample taken for the Research
concerned only for 100 customers
rather than million of customers
scattered around the Chennai.

[Link] the project has to be completed

within a short period of time the
information collected could be based.
4. The feedback received from the
individuals is according to its
perception, limited exposure and
personal knowledge level.
[Link] respondents answered was
collected.
6. Respondents are concentrated
where the customer of AIRTEL &
reliance Jio only.
7 .The study has shown the various
determinants of customer perception
and experience.
 CHAPTER : 4
REVIEW OF
LITERATURE
LITERATURE REVIEW:
K. R. Mahalaxmi and N. Suresh
Kumar (2017) in this article titled, “A
study on service quality and its impact
on customer’s preference and
satisfaction towards Reliance JIO in
trichy region” focus on to the service
quality and satisfaction level of
Reliance JIO. This study reveals that
peoples with age group up to 35 were
78 per cent users of Reliance JIO. B.

Adhinarayanan and K.
Balanagagurunathan (2011) in their
article entitled, “A Study on Customer
Satisfaction towards Reliance Telecom
in Tamil Nadu with Special Reference to
Salem City” have indicated that Indian
Telecom sector, like any other industrial
sector in the country, has gone through
many phases of growth and
diversification.
 C. Boobalan et al (2017) in their
study on, “customer’s satisfaction
towards Reliance JIO sim with special
reference to Dharmapuri District” made
an attempt to know the satisfaction
level of multi customers.
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
. Sorna Priya. R and Sathiya. M
(2017),"Customer Satisfaction towards
Reliance Jio Network" conducted a
research work with the aim of analysing
the satisfaction level of customers
towards Jio network.50 respondents
were selected using convenient
sampling method. The study found that
majority of the respondents (52%) are
satisfied with Jio services
S. Vishnuvarthani (2013) in her
article entitled “Consumers‟ Awareness
and Preference for Mobile Phone
Services at Erode City” has pointed out
that telecommunication is one of the
most important growing service sectors
in India. It plays an inevitable role in
today’s busy world. The
telecommunication includes both
mobile communication and fixed
telephony lines. tariffs for connectivity
at various levels and customized
services in order to satisfy and delight
their consumer