SUMMER INTERNSHIP REPORT

ON
"CONSUMER SATISFACTION TOWARDS
RELIANCE JIO"
A Report Submitted In Partial Fulfillment of the Requirements for the Award of
Degree Of
BACHELOR OF COMMERCE
Submitted To:
Dr. Ruchi Agarwal
(Assistant Professor)

Submitted By:
Amit Kumar
[Link] 5th Sem.
Roll No. 2311752010024

CITY COLLEGE OF MANAGEMENT, LUCKNOW

(UNIVERSITY OF LUCKNOW)
Department of Commerce
Session (2025-2026)

i
 CERTIFICATE

This is to certify that the Summer Internship Report titled " CONSUMER
SATISFACTION TOWARDS RELIANCE JIO " has been submitted by Amit
Kumar, Roll No. 2311752010024, of [Link]) Semester 5th, in partial fulfillment of
the requirements for the award of the degree of Bachelor of Commerce

The report is based on the work undertaken during the summer internship at
Reliance Jio, and it reflects the practical application of marketing strategies in the
Company. This report has been prepared under the supervision and guidance of Dr.
Ruchi Agarwal, Assistant Professor, Department of Commerce, City College of
Management, Lucknow, University of Lucknow

Dr. Ruchi Agarwal

Assistant Professor
Department of Commerce
City College of Management, Lucknow
University of Lucknow

ii
 DECLARATION
I, Amit Kumar, hereby declare that the summer internship report titled "

CONSUMER SATISFACTION TOWARDS RELIANCE JIO" submitted to the

Department of Commerce, City College of Management, Lucknow, University of

Lucknow, in partial fulfillment of the requirements for the award of the degree of

Bachelor of Commerce, is an authentic record of my own work carried out during

the internship.

I further declare that the work presented in this report has not been submitted, either

in part or full, to any other university or institution for any academic award.

I sincerely acknowledge all sources of information and guidance received during the

preparation of this report.

Place: Lucknow

Date:

Signature:

Name: Amit Kumar

[Link] 5th Sem.
Roll No. 2311752010024

iii
 ACKNOWLEDGEMENT

I take this opportunity to express my heartfelt gratitude to all those who have guided
and supported me throughout the completion of my summer internship at Reliance
Jio and the preparation of this report.

First and foremost, I would like to extend my sincere thanks to Dr. Ruchi Agarwal,
Assistant Professor, Department of Commerce, City College of Management,
Lucknow for her invaluable guidance, encouragement, and constant support
throughout this project.
Her expert advice and suggestions helped me in completing this report efficiently.
I am also grateful to the management and staff of Reliance Jio, who provided me
with the opportunity to undertake this internship. Their cooperation, insights, and
practical knowledge were instrumental in enhancing my understanding of Customer
Satisfaction And Sales Analysis in a real-world company environment.

I would like to acknowledge the support of my family and friends for their
encouragement, motivation, and constant support throughout this journey.
Finally, I take full responsibility for any errors or shortcomings in this report and
sincerely hope that this work meets the academic requirements of the university.

Amit Kumar
[Link] 5th Sem.
Roll No. 2311752010024

iv
 EXECUTIVE SUMMARY

While working in the organization I was trained as a relationship personnel being

engaged into various jobs such as dealing with clients, answering customer

queries through telephonic conversations and providing them knowledge about

new schemes and converting them into our customers.

As my summer internship project I was given the topic on “CONSUMER

SATISFACTION TOWARDS RELIANCE JIO”. The project work was for

this research was conducted in Lucknow to study the Customer Satisfaction And

Sales Analysis. The research has been conducted to gather information from 100

respondents & a structured questionnaire will be used to collect the information

from the respondents. The data which was collected from them will be analyzed

and classified. It was found that though the Reliance Jio has the highest market

share it needs to improve on its service quality and retail services.

.
 TABLE OF CONTENT

Chapters Page Nos.

1. Introduction 6

2. SWOT Analysis 17

3. Company Profile 20

4. Organization Chart 35

5. Aims and Objective of Study 37

6. Methodology 40

7. Problem and Limitation 44

8. Analysis and Interpretation 46

9. Findings 54

10. Conclusion 56

11. Suggestion/Recommendation 58

12. Annexure 60

13. Bibliography 62

6
INTRODUCTION

7
 INTRODUCTION
Customer satisfaction

Customer satisfaction is a term frequently used in marketing. It is a measure of how

products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services
(ratings) exceeds specified satisfaction goals."[1] In a survey of nearly 200 senior
marketing managers, 71 percent responded that they found a customer satisfaction
metric very useful in managing and monitoring their businesses.

It is seen as a key performance indicator within business and is often part of

a Balanced Scoretwo wheelerd. In a competitive marketplace where businesses
compete for customers, customer satisfaction is seen as a key differentiator and
increasingly has become a key element of business strategy.

Purpose

A business Reliance Jio two wheelerlly is continually seeking feedback to improve

customer satisfaction.

"Customer satisfaction provides a leading indicator of consumer purchase intentions

and loyalty." "Customer satisfaction data are among the most frequently collected
indicators of market perceptions. Their principal use is twofold:"

8
Theoretical Ground

"In literature antecedents of satisfaction are studied from different aspects. The
considerations extend from psychological to physical and from normative to positive
aspects. However, in most of the cases the consideration is focused on two basic
constructs as customers expectations prior to purchase or use of a product and his
relative perception of the performance of that product after using it.

The Disconfirmation Model

"The Disconfirmation Model is based on the comparison of customers’ [expectations]

and their [perceived performance] ratings. Specifically, an individual’s expectations
are confirmed when a product performs as expected. It is negatively confirmed when
a product performs more poorly than expected. The disconfirmation is positive when
a product performs over the expectations(Churchill & Suprenant 1982). There are
four constructs to describe the traditional disconfirmation paradigm mentioned as
expectations, performance, disconfirmation and satisfaction." [3] "Satisfaction is
considered as an outcome of purchase and use, resulting from the buyers’ comparison
of expected rewards and incurred costs of the purchase in relation to the anticipated
consequences. In operation, satisfaction is somehow similar to attitude as it can be
evaluated as the sum of satisfactions with some features of product." "In the
literature, cognitive and affective models of satisfaction are also developed and
considered as alternatives(Pfaff, 1977). Churchill and Suprenant in 1982, evaluated
various studies in the literature and formed an overview of Disconfirmation process in
the following figure:"

Customer satisfaction measured

Organizations need to retain existing customers while targeting non-

customers. Measuring customer satisfaction provides an indication of how successful
the organization is at providing products and/or services to the marketplace.

"Customer satisfaction is measured at the individual level, but it is almost always

reported at an aggregate level. It can be, and often is, measured along various
dimensions. A hotel, for example, might ask customers to rate their experience with

9
its front desk and check-in service, with the room, with the amenities in the room,
with the restaurants, and so on. Additionally, in a holistic sense, the hotel might ask
about overall satisfaction 'with your stay.'"

As research on consumption experiences grows, evidence suggests that consumers

purchase goods and services for a combination of two types of benefits: hedonic and
utilitarian. Hedonic benefits are associated with the sensory and experiential attributes
of the product. Utilitarian benefits of a product are associated with the more
instrumental and functional attributes of the product (Batra and Athola 1990).

The usual measures of customer satisfaction involve a survey from software providers
such as Confirmit, Medallia andSatmetrix[8] with a set of statements using a Likert
Technique or scale. The customer is asked to evaluate each statement and in term of
their perception and expectation of performance of the organization being measured.
Their satisfaction is generally measured on a five-point scale.

"Customer satisfaction data can also be collected on a 10-point scale."[1]

"Regardless of the scale used, the objective is to measure customers’ perceived

satisfaction with their experience of a firm’s offerings." It is essential for firms to
effectively manage customer satisfaction. To be able do this, we need accurate
measurement of satisfaction.

10
 CONSUMER BEHAVIOR

Consumer behavior is the study of when, why, how, where and what people do or
do not buy products. It blends elements from psychology, sociology, social
psychology, anthropology and economics. It attempts to understand the buyer
decision making process, both individually and in groups. It studies characteristics of
individual consumers such as demographics and behavioural variables in an attempt
to understand people's wants. It also tries to assess influences on the consumer from
groups such as family, friends, reference groups, and society in general. Customer
behaviour study is based on consumer buying behaviour, with the customer playing
the three distinct roles of user, payer and buyer. Relationship marketing is an
influential asset for customer behaviour analysis as it has a keen interest in the re-
discovery of the true meaning of marketing through the re-affirmation of the
importance of the customer or buyer. A greater importance is also placed on
consumer retention, customer relationship management, personalisation,
customisation and one-to-one marketing. Social functions can be categorized into
social choice and welfare functions. Each method for vote counting is assumed as a
social function but if Arrow’s possibility theorem is used for a social function, social
welfare function is achieved. Some specifications of the social functions are
decisiveness, neutrality, anonymity, monotonocity, unanimity, homogeneity and weak
and strong Paretooptimality. No social choice function meets these requirements in an
ordinal scale simultaneously. The most important characteristic of a social function is
identification of the interactive effect of alternatives and creating a logical relation
with the ranks. Marketing provides services in order to satisfy customers. With that in
mind, the productive system is considered from its beginning at the production level,
to the end of the cycle, the consumer (Kioumarsi et al., 2009).

11
Black box model

ENVIRONMENTAL
BUYER'S BLACK BOX
FACTORS BUYER'S
Marketing Environmental Buyer RESPONSE
Decision Process
Stimuli Stimuli Characteristics

Product
choice
Problem recognition
Brand
Attitudes Information search
Product Economic choice
Motivation Alternative
Price Technical Dealer
Behaviour s evaluation
Place Political choice
Personality Purchase decision
Promotion Cultural Purchase
Lifestyle Post-purchase
timing
behavior
Purchase
amount
The black box model shows the interaction of stimuli, consumer characteristics,
decision process and consumer responses. It can be distinguished between
interpersonal stimuli (between people) or intrapersonal stimuli (within people). [2] The
black box model is related to the black box theory of behaviorism, where the focus is
not set on the processes inside a consumer, but the relation between the stimuli and
the response of the consumer. The marketing stimuli are planned and processed by
the companies, whereas the environmental stimulus are given by social factors, based
on the economical, political and cultural circumstances of a society. The buyers black
box contains the buyer characteristics and the decision process, which determines the
buyers response.

Marketing strategy

Marketing strategy is the goal of increasing sales and achieving a

sustainable competitive advantage. Marketing strategy includes all basic and long-
term activities in the field of marketing that deal with the analysis of the strategic
initial situation of a company and the formulation, evaluation and selection of market-
oriented strategies and therefore contribute to the goals of the company and its
marketing objectives.

12
Developing a marketing strategy

Marketing strategies serve as the fundamental underpinning of marketing

plans designed to fill market needs and reach marketing objectives. Plans and
objectives are generally tested for measurable results. Commonly, marketing
strategies are developed as multi-year plans, with a tactical plan detailing specific
actions to be accomplished in the current year. Time horizons covered by
the marketing plan vary by company, by industry, and by nation, however, time
horizons are becoming shorter as the speed of change in the environment increases.
Marketing strategies are dynamic and interactive. They are partially planned and
partially unplanned. See strategy dynamics. Marketing strategy needs to take a long-
term view, and tools such as customer lifetime value models can be very powerful in
helping to simulate the effects of strategy on acquisition, revenue per customer
and churn rate.

Diversity of Strategies

Marketing strategies may differ depending on the unique situation of the individual
business. However, there are a number of ways of categorizing some generic
strategies. A brief description of the most common categorizing schemes is presented
below:

Strategies based on market dominance - In this scheme, firms are classified based
on their market share or dominance of an industry. Typically there are four types of
market dominance strategies:

 Leader
 Challenger
 Follower
 Nicher
According to Shaw, Eric (2012). "Marketing Strategy: From the Origin of the
Concept to the Development of a Conceptual Framework". Journal of Historical
Research in Marketing., there is a framework for marketing strategies.

 Market introduction strategies

13
"At introduction, the marketing strategist has two principle strategies to choose from:
penetration or niche" (47).

 Market growth strategies

"In the early growth stage, the marketing manager may choose from two additional
strategic alternatives: segment expansion (Smith, Ansoff) or brand expansion
(Borden, Ansoff, Kerin and Peterson, 1978)" (48).

 Market maturity strategies

"In maturity, sales growth slows, stabilizes and starts to decline. In early maturity, it
is common to employ a maintenance strategy (BCG), where the firm maintains or
holds a stable marketing mix" (48).

 Market decline strategies

At some point the decline in sales approaches and then begins to exceed costs. And
not just accounting costs, there are hidden costs as well; as Kotler (1965, p. 109)
observed: 'No financial accounting can adequately convey all the hidden costs.' At
some point, with declining sales and rising costs, a harvesting strategy becomes
unprofitable and a divesting strategy necessary" (49).

Early marketing strategy concepts

 Borden's "marketing mix"

"In his classic Harvard Business Review (HBR) article of the marketing mix, Borden
(1964) credits James Culliton in 1948 with describing the marketing executive as a
'decider' and a 'mixer of ingredients.' This led Borden, in the early 1950s, to the
insight that what this mixer of ingredients was deciding upon was a 'marketing mix'".

 Smith's "differentiation and segmentation strategies"

"In product differentiation, according to Smith (1956, p. 5), a firm tries 'bending the
will of demand to the will of supply.' That is, distinguishing or differentiating some
aspect(s) of its marketing mix from those of competitors, in a mass market or large

14
segment, where customer preferences are relatively homogeneous (or heterogeneity is
ignored, Hunt, 2011, p. 80), in an attempt to shift its aggregate demand curve to the
left (greater quantity sold for a given price) and make it more inelastic (less amenable
to substitutes). With segmentation, a firm recognizes that it faces multiple demand
curves, because customer preferences are heterogeneous, and focuses on serving one
or more specific target segments within the overall market" (35).

 Dean's "skimming and penetration strategies"

"With skimming, a firm introduces a product with a high price and after milking the
least price sensitive segment, gradually reduces price, in a stepwise fashion, tapping
effective demand at each price level. With penetration pricing a firm continues its
initial low price from introduction to rapidly capture sales and market share, but with
lower profit margins than skimming".

 Forrester's "product life cycle (PLC)"

"The PLC does not offer marketing strategies, per se; rather it provides an
overarching framework from which to choose among various strategic alternatives".

Corporate strategy concepts

 Andrews' "SWOT analysis"

"Although widely used in marketing strategy , SWOT (also known as TOWS)

Analysis originated in corporate strategy. The SWOT concept, if not the acronym, is
the work of Kenneth R. Andrews who is credited with writing the text portion of the
classic: Business Policy: Text and Cases (Learned et al., 1965)" (41).

 Ansoff's "growth strategies"

"The most well-known, and least often attributed, aspect of Igor Ansoff's Growth
Strategies in the marketing literature is the term 'product-market.' The product-market
concept results from Ansoff juxtaposing new and existing products with new and
existing markets in a two by two matrix" (41-42).

15
Porter's "generic strategies"

Porter generic strategies – strategy on the dimensions of strategic scope and

strategic strength. Strategic scope refers to the market penetration while strategic
strength refers to the firm's sustainable competitive advantage. The generic strategy
framework (porter 1984) comprises two alternatives each with two alternative scopes.
These are Differentiation andlow-cost leadership each with a dimension of Focus-
broad or narrow.

 Product differentiation
 Cost leadership
 Market segmentation

Innovation strategies

Innovation strategies deal with the firm's rate of the new product development
and business model innovation. It asks whether the company is on the cutting edge of
technology and business innovation. There are three types:

 Pioneers
 Close followers
 Late followers

Growth strategies

In this scheme we ask the question, "How should the firm grow?". There are a
number of different ways of answering that question, but the most common gives four
answers:

 Horizontal integration
 Vertical integration
 Diversification
 Intensification
Marketing planning

A marketing plan may be part of an overall business plan. Solid marketing strategy
is the foundation of a well-written marketing plan. While a marketing plan contains a
list of actions, a marketing plan without a sound strategic foundation is of little use.

16
Marketing planning aims and objectives

Behind the corporate objectives, which in themselves offer the main context for the
marketing plan, will lie the "corporate mission," in turn provides the context for these
corporate objectives. In a sales-oriented organization, the marketing planning
function designs incentive pay plans to not only motivate and reward frontline staff
fairly but also to align marketing activities with corporate mission. The marketing
plan basically aims to make the business provide the solution with the awareness with
the expected customers.

Content of the marketing plan

A marketing plan for a small business typically includes Small Business

Administration Description of competitors, including the level of demand for the
product or service and the strengths and weaknesses of competitors

1. Current Situation - Market Analysis

2. Current Situation - Consumer Analysis
3. Current Situation - Internal
4. Summary of Situation Analysis
5. Marketing Research
6. Marketing Strategy - Product
7. Marketing Strategy - segmented marketing actions and market
share objectives
8. Marketing Strategy - Price
9. Marketing Strategy - Promotion
10. Marketing Strategy - Distribution
11. Implementation
12. Financial Summary
13. Scenarios
14. Controls
15. Appendix

17
 SWOT ANALYSIS
INTRODUCTION
A SWOT analysis helps to understand the internal strengths and weaknesses of an
organization as well as the external opportunities and threats it faces. During the
internship at Reliance Jio, this analysis was conducted to evaluate the company’s
market position and its impact on consumer satisfaction in Lucknow.

1. STRENGTHS

Strong Brand Image:

Reliance Jio has established itself as one of the most trusted telecom brands in India
with high customer reach.

Affordable Tariff Plans:

Competitive pricing and low-cost data packages have made Jio a preferred choice for
consumers across all income levels.

Extensive 4G Network Coverage:

Jio provides widespread and reliable 4G connectivity, ensuring smooth
communication and high-speed internet services.

Digital Ecosystem:
The company offers a wide range of digital services like JioTV, JioCinema, JioSaavn,
and JioFiber, enhancing overall customer satisfaction.

Strong Financial Backing:

As a part of Reliance Industries Limited, Jio benefits from a robust financial
foundation and strategic investment capabilities.

18
2. WEAKNESSES

Network Congestion:
In high-traffic areas, consumers often experience call drops or reduced internet speed.

Limited Customer Care Support:

Some users face delays or dissatisfaction with customer service response times.

Dependence on Data Revenue:

A large portion of Jio’s revenue depends on data usage, making it vulnerable to
changes in consumer internet habits.

Inconsistent Service Quality in Semi-Urban Areas:

Some Lucknow respondents reported weaker signals in the outskirts compared to the
main city area.

3. OPPORTUNITIES

Expansion into 5G Technology:

With the launch of 5G, Jio can attract more users by providing ultra-fast connectivity
and innovative digital experiences.

Growing Internet Penetration:

Increasing smartphone usage in India offers opportunities to reach new customers,
especially in rural and semi-urban markets.

Digital Services and E-Commerce:

Jio can integrate its telecom network with Reliance’s retail and entertainment
platforms to enhance user engagement.

19
Customer Retention Programs:
Offering loyalty benefits and customized plans can increase satisfaction and long-
term customer retention.

4. THREATS

Intense Market Competition:

Competitors like Airtel, Vodafone Idea, and BSNL pose strong competition in terms
of network and pricing.

Changing Consumer Preferences:

Rapidly evolving customer expectations and switching behavior can affect Jio’s
market share.

Regulatory Challenges:
Changes in telecom regulations and government policies could impact pricing and
operations.

Technological Disruptions:
Continuous advancements in telecom technology require constant innovation and
investment to stay ahead.

20
COMPANY PROFILE

21
 COMPANY PROFILE
Reliance Jio

Headquarters in Reliance Corporate Park, Navi

Mumbai

Trade name Jio

Company type Subsidiary

Industry Telecommunications

Founded 15 February 2007; 18 years ago

Founder Mukesh Ambani

Headquarters Reliance Corporate Park,

Ghansoli, Navi Mumbai,
Maharashtra

India

Area served India

 Akash Ambani
Key people

22
 (Chairman)[1]
Isha Ambani
(Managing Director)

Products  Fixed-line telephone

 Mobile telephony
 Wireless broadband
 Internet services
 Mobile phones
 OTT services

Revenue 128,218 crore (US$15 billion)

(2025)

Operating 27,485 crore (US$3.3 billion)

income (2024)

Net income 20,372 crore (US$2.4 billion)

(2024)

Total assets 487,405 crore (US$58 billion)

(2024)

Total equity 236,369 crore (US$28 billion)

(2024)

Owner Reliance Industries

Members 50.6 crore (506 million)

(September 2025)

Parent Jio Platforms

Subsidiaries LYF

Website [Link]

23
Reliance Jio Infocomm Limited, or Jio, is a LTE mobile network operator in India.
It is a wholly owned subsidiary of Reliance Industries headquartered in Navi
Mumbai, Maharashtra that provides wireless 4G LTE service network (without
2G/3G based services) and is the only 'VoLTE-only' (Voice over LTE) operator in the
country which lacks legacy network support of 2G and 3G, with coverage across all
22 telecom circles in India.

The services were first 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, and later services were commercially launched on 5
September 2016.

History

Jio's headquarters in RCP, Navi Mumbai

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband
Services Limited (IBSL) for ₹4,800cr. Although unlisted, IBSL was the only firm to
win broadband spectrum in all 22 zones in India in the 4G auction that took place

24
earlier that year. Later continuing as RIL's telecom subsidiary, Infotel Broadband
Services Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in January
2013.

In June 2015, Jio announced that it will start its operations all over the country by the
end of 2015. However, four months later in October 2015, the company's spokesmen
sent out a press release stating that the launch was postponed to the first quarter of the
financial year 2016-2017.

Later in July, a PIL filed in the Supreme Court by an NGO called the Centre for
Public Interest Litigation, through Prashant Bhushan, challenged the grant of pan-
India licence to Jio by the Government of India. The PIL also alleged that Jio was
allowed to provide voice telephony along with its 4G data service, by paying an
additional fees of just ₹165.8 crore (US$26 million) which was arbitrary and
unreasonable, and contributed to a loss of ₹2,284.2 crore (US$350 million) to the
exchequer.

The Indian Department of Telecom (DoT), however, refuted all of CAG's claims. In
its statement, DoT explained that the rules for 3G and BWA spectrum didn't restrict
BWA winners from providing voice telephony. As a result, the PIL was revoked, and
the accusations were dismissed.

Beta launch

The 4G services were launched internally to Jio's partners, its staff and their families
on 27 December 2015. Bollywood actor Shah Rukh Khan, who is also the brand
ambassador of Jio, kickstarted the launch event which took place in Reliance
Corporate Park in Navi Mumbai, along with celebrities like musician A R Rahman,
actors Ranbir Kapoor and Javed Jaffrey, and filmmaker Rajkumar Hirani. The closed
event was witnessed by more than 35000 RIL employees some of whom were
virtually connected from around 1000 locations including Dallas in the US.

Commercial launch

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

25
subscribers. This is the fastest ramp-up by any mobile network operator anywhere in
the world. Jio crossed 50 million subscriber mark in 83 days since its launch. Jio
crossed 100 million subscribers on 22 February 2017.

Alliance

Jio, in February 2016 announced a global alliance of Mobile Network Operators

which include:

 BT Group
 Deutsche Telekom
 Millicom
 Orange S.A.
 Rogers Communications
 MTS (network provider)
 Telia Company
 Telecom Italia

Network

Radio frequency summary

Jio owns spectrum in 850 MHz and 1,800 MHz bands in 10 and 6 circles,
respectively, of the total 22 circles in the country, and also owns pan-India licensed
2,300 MHz spectrum. The spectrum is valid till 2035

FDD-LTE FDD-LTE TDD-LTE

Telecom circle 1800MHz 850MHz 2300MHz
Band 3 Band 5 Band 40

Andhra Pradesh & Telangana

26
 FDD-LTE FDD-LTE TDD-LTE
Telecom circle 1800MHz 850MHz 2300MHz
Band 3 Band 5 Band 40

Assam

Bihar & Jharkhand

Delhi

Uttar Pradesh (East)

Gujarat

Haryana

Himachal Pradesh

Jammu and Kashmir

Karnataka

Kerala

Kolkata

27
 FDD-LTE FDD-LTE TDD-LTE
Telecom circle 1800MHz 850MHz 2300MHz
Band 3 Band 5 Band 40

Madhya Pradesh & Chhattisgarh

Maharashtra

Goa

North East

Odisha

Punjab

Rajasthan

Tamil Nadu

West Bengal

Uttar Pradesh (West)

28
Partnerships

Jio shares spectrum with Reliance Communications. The sharing deal is for 800
MHz band across seven circles other than the 10 circles for which Jio already owns.

Sep 2014 – Acquired undisclosed stake in Airspan Networks for US$5 [Link]
Airspan's small cells throughout the network roll out phase.

Sep 2016 – Jio signed a pact with BSNL for intra-circle roaming which would
enable users of the operators to use each other's 4G and 2G spectrum in national
roaming mode.

Feb 2017 – Jio announced a partnership with Samsung to work on LTE – Advanced
Pro and 5G.

Feb 2017 – Partnered with Ciena to deploy transport SDN architecture.

Reliance Jio also partnered with several OSS (Operations Support Systems) & BSS
(Business Support System) companies for the deployment of services, like: SAP,
HP, IBM, Ericsson, Rancore, Estel Technologies, Subex and Intec Telecom
Systems. However, the finalized OSS firms were Ericsson, HP and Friendly
Technologies.

Sep 2020 – Partners with Cisco Systems for 5G deployment.

Sep 2020 – Announces partnership with HFCL to deploy Fiber-optic

communication to support the rollout of FTTx services.

Oct 2022 – Contracts with Nokia & Ericsson for supplying standalone 5G network
equipment.[49]Products and Services

Summit Digitel Infrastructure

29
Summit Digitel Infrastructure (formerly known as Reliance Jio Infratel Private
Limited) operates 136,000 telecom sites. This division has been divested to Tower
Infrastructure Trust, which is owned by Brookfield Asset Management, for a
consideration of ₹25,215 crore (US$3.0 billion).

Products and services

The company launched its 4G broadband services throughout India in September

2016. It was slated to be released 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. On 5 October 2022, it launched 5G
services to Delhi, Mumbai, Kolkata, Chennai, Varanasi, Siliguri, Bangalore,
Hyderabad and Nagpur.

JioFiber

In August 2018, Jio began to test a new triple play fiber to the home service known
tentatively as Jio GigaFiber, including broadband 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 service would officially launch on 5
September 2019 as JioFiber, in honour of the company's third anniversary. Jio also
announced plans to offer streaming of films still in theatres ("First Day First Show")
to eligible JioFiber subscribers.

In the year 2015, the company has a network of more than 250,000 km (160,000 mi)
of fiber optic cables in the country, over which it will be partnering with local cable
operators to get broader connectivity for its broadband services.

30
JioBusiness

In March 2021, the company launched connectivity solutions for businesses bundled
with services provided by Jio Platforms, Reliance Retail, and Office 365.

JioAirFiber

In August 2023, in the Reliance AGM, the chairman of Reliance announced that the
JioAirFiber eliminates the need for the last mile fiber cable connectivity by making
use of the Jio 5G wireless network, and the product was made available for purchase
from 19 September 2023.

The company has started installing JioAirFiber devices from 1 October 2023.

Jio SpaceFiber

On 27 October 2023, Jio launched its satellite-based GigaFiber internet service in

India.

Jio Branded Devices

LYF smartphones

In June 2015, Jio entered into an agreement with domestic handset maker Intex to
supply 4G handsets capable of voice over LTE (VoLTE). However, in October 2015,
Jio announced that it would be launching its own mobile handset brand named LYF.

On 25 January 2016, the company launched its LYF smartphone series starting with
Water 1, through its chain of electronic retail outlets, Reliance Retail. Three more
handset models have been released so far, namely Water 2, Earth 1, and Flame 1.

Jio Phone

JioPhone is a line of feature phones marketed by Jio. The first model, released in
August 2017 (with public pre-orders beginning 24 August 2017), was positioned as
an "affordable" LTE-compatible feature phone. It runs on the KaiOS platform
(derived from the defunct Firefox OS), and includes a 2.4-inch display, a dual-core
processor, 4 GB of internal storage, near-field communication support, a suite of Jio-

31
branded apps (including the voice assistant HelloJio), and a Jio-branded application
store. It also supports a "TV cable" accessory for output to an external display.

In July 2018, the company unveiled the JioPhone 2, an updated model in a keyboard
bar form factor with a QWERTY keyboard and horizontal display. Jio also
announced that Facebook, WhatsApp, and YouTube apps would become available for
the two phones.

JioPhone Next

The JioPhone Next is a fully-featured Android smartphone co-developed

with Google as part of Jio's long-term partnership. It was announced on 24 June 2021,
by Mukesh Ambani. The budget smartphone was launched in India on 4 November
2021.

The JioPhone Next will be run by the indigenously built Pragati OS based on
the 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.

Jio Bharat

Reliance Jio has introduced a budget-friendly 4G phone called Jio Bharat at an

affordable price of ₹999. The phone's sales commenced on 7 July 2023, and Reliance
Jio aims to eliminate 2G technology from India through the widespread adoption of
this device. The Jio Bharat Phone is specifically targeted towards individuals who are
unable to afford expensive smartphones but still rely on basic features.

JioFi

JioFi is a portable broadband device brought by Reliance Digital. The JioFi device
allows multiple users and mobile devices to access Jio's 4G high-speed internet
connectivity and create a personal Wi-Fi hotspot.

JioDive

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Reliance Jio has unveiled its JioDive virtual reality (VR) headset in India, to
help IPL fans watch a match in 360-degree stadium view while sitting in front of a
100-inch screen. A smartphone-based virtual reality headset
for entertainment, learning, gaming, and wellness.

JioTag

JioTag, an affordable object tracker, was introduced by Reliance Jio in India. By

utilizing Bluetooth 5.1 technology and the JioThings app, JioTag assists in locating
lost items and alerts you when you inadvertently leave your connected device behind.

JioTag Air

This tracking device was launched in July 2024 by Reliance Jio, as a successor to
JioTag. It features Bluetooth 5.3 technology. It supports both iOS (iOS 14 and above)
and Android (version 9 and above) platforms.

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
including Surat, Ahmedabad in Gujarat, and Visakhapatnam in Andhra
Pradesh, Indore, Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations
of Mumbai in Maharashtra, Kolkata in West Bengal, Lucknow in Uttar
Pradesh, Bhubaneswar in Odisha, Mussoorie in Uttarakhand, Collectorate's Office
in Meerut, and at MG Road in Vijayawada among others.

In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket
stadiums hosting the 2016 ICC World Twenty20 matches.

Jio apps
Jio sim card pouch as distributed by Reliance Jio Infocomm

In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its
upcoming 4G services. While the apps are available to download for everyone, a user
will require a Jio SIM card to use some of them. Notable apps include:

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 MyJio – manage Jio account and digital services associated with it
 JioSphere (formerly JioPages) – a web browser for Android device with VPN
 JioChat – instant messaging app
 JioCinema – OTT platform
 JioCloud – cloud-based backup too
 JioHealthHub – health services app
 JioNews – e-reader for news
 JioMeet – video-conferencing platform
 JioMoney – online payments/wallet app
 JioSaavn – for online and offline music streaming in English and Indian languages
 JioSecurity – security app
 JioTV – TV Channels streaming service
 JioCall – VoLTE phone simulator
 JioMart – online shopping app
 JioGames – gaming platform
 JioHome – home entertainment
 JioThings – device tracking
 JioGate – housing society solutions
 JioPOS Lite – platform for partners to earn

Mission, vision and values

Mission
Reliance’s mission is:

To provide the best and most value-adding advice within investor relations, financial
communications, media relations, crisis communications, issues management and CSR
reporting

To be an independent sparring-partner and to provide excellent advice for our clients in

34
connection with IPOs, ECM and M&A transactions, corporate governance-related issues as
well as in connection with preparations of contingency communications plans regarding
public takeovers

Reliance’s activities shall be of benefit for both our clients, collaboration partners,
employees and shareholders

Vision
Reliance’s vision is:

To be our clients’ ’first call’ and preferred collaboration partner within our business areas

To consistently exceed our clients’ expectations for professional and value-adding advice

Our objective is long-standing and trustful client relationships created via excellent advice
and service

Values
We are governed by our fundamental values:

Quality: We do not compromise – we have a passion for the best quality

Innovation: We are innovative and wish to enthuse our clients

Ambition: We set high objectives and push to achieve the best results

Honesty: We are honest towards our clients, also when it may be unpleasant

Integrity: We keep our word, guard confidentiality, and maintain a high level of integrity

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Organization chart

36
Organization chart

37
Aims and objective of study

38
 OBJECTIVE OF THE STUDY
An objective is the most important part of a research .The objective is the bull’s eye,
which a researcher has to hit. The objective determines the path on which a researcher
has to walk on, and help him/her by not deveining from the path.

 To analyse brand loyalty of customers towards the company’s products range.

 Analyse consumer satisfaction for after sales service provided by Reliance Jio .

 Analyse the Consumer behaviour of among Reliance Jio .

 To get aware with the procedure of marketing department.

 To know organizational structure and specifically marketing department.

 To analyze the awareness of customer of Reliance Jio

 To analyze the level of consumer satisfaction with Reliance Jio services in Lucknow.

 To identify key factors influencing customer satisfaction such as network quality,

pricing, data speed, and customer support.

 To provide suggestions for improving consumer satisfaction and retention.

 To study the consumer perception towards Jio compared to other telecom service

providers.

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 SCOPE OF STUDY

The scope formulation is the first step to a successful Research process. Project
undertaken the problem of analyzing the consumer satisfaction on Reliance Jio in
reliance JIO, Lucknow Area

IMPORTANCE AND USE OF THE STUDY

To keep things in mind that as the ever changing competitive business environment.
New thoughts and ideas should pour into its, Research & Development to innovate its
existing products which should be beyond competitors comprehension.
This study enables the user with answer to formulate an effective marketing mix
strategy with a broader prospective to tap areas where it did not feel the need earlier,
hence the decision of whether to penetrate this section or not can be found out at the
end of the data analysis.
It also gives an idea of the potential of our business in the future & the fluctuation in
prices from time to time & from product to product.
Special reference is made to the improvement of ability of product in terms of
packaging& product innovations & advertisement always means to cut down
competitors.

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RESEARCH METHODOLOGY

41
 RESEARCH METHODOLOGY

INTRODUCTION
The research methodology is the blueprint for conducting the study. It provides a
structured approach to the process of collecting, analyzing, and interpreting data. The
present study titled “Consumer Satisfaction towards Reliance Jio in Lucknow” was
undertaken during the internship to understand the level of satisfaction among Jio
users, their perception of the services, and factors influencing their loyalty.

RESEARCH DESIGN
This study adopts a descriptive research design, as it aims to describe and interpret
the existing level of satisfaction among Jio consumers. The study focuses on
understanding current attitudes, opinions, and behaviors of customers.

AREA OF STUDY
The research was conducted in Lucknow city, which represents a mix of urban and
semi-urban consumers. Lucknow was selected as the study area due to its large user
base of Reliance Jio customers and ease of accessibility during the internship period.

POPULATION AND SAMPLING

Population: All Reliance Jio consumers residing in Lucknow.
Sample Size: 100 respondents.
Sampling Method: The study used a convenience sampling technique, as
respondents were selected based on their availability and willingness to participate.
Respondent Profile: Respondents included students, working professionals,
homemakers, and small business owners using Jio services.

42
SOURCES OF DATA

Primary Data: Collected directly from respondents through a structured questionnaire

designed to measure satisfaction levels across various service dimensions such as call
quality, internet speed, recharge offers, and customer support.

Secondary Data: Collected from company reports, Reliance Jio’s website, telecom
industry journals, previous research papers, and online publications to support
analysis and interpretation.

DATA COLLECTION TOOL

A structured questionnaire was developed with both close-ended and Likert-scale
questions.
The questionnaire was divided into two parts:
Part A: Demographic information (age, gender, occupation, etc.)
Part B: Questions related to consumer satisfaction and service experience.

DATA ANALYSIS TECHNIQUES

The collected data was analyzed using:
 Percentage Analysis to represent respondent opinions.
 Charts and Tables (like bar and pie charts) to visually depict findings.
 Interpretation of Responses to identify satisfaction trends and problem areas.

DURATION OF THE STUDY

The research was conducted during the internship period at Reliance Jio, over a span
of 4 to 6 weeks in Lucknow.

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LIMITATIONS OF THE STUDY

The sample size of 100 respondents may not represent the entire population of Jio
users in Lucknow.
The study is limited to Lucknow city only.
Responses are based on the personal opinions of consumers and may involve some
bias.
Time constraints restricted the use of more advanced analytical tools.

ETHICAL CONSIDERATIONS
All respondents were informed about the purpose of the study. Participation was
voluntary, and confidentiality of the data was maintained throughout the research
process.

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PROBLEM AND
LIMITATION

45
 PROBLEM AND LIMITATION
Though, best efforts have been made to make the study fair,
transparent and error free. But there might be some inevitable and inherent
limitations. Though outright measure are undertaken to make the report most
accurate.
The limitation of the survey are narrated below:
 The project is valid for Reliance JIO, Lucknow Area city only.
 It was not possible to cover each and every respondent due to time constrains.
 There may be some biased response form the respondents
 Some respondents did not provide the full data.
 Unwillingness on the part of the customers to disclose the information as per the
questionnaire.
 The decisiveness on the part of the customers regarding some question hence
difficulty faced in recording and analyzing the data.

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 DATA ANALYSIS
AND INTERPRETATION

47
 DATA ANALYSIS
1. Do you like the idea of purchasing Reliance Jio services?

Yes 87
No 13

13%

87%

Yes No

INTERPRETATION
87% respondent said that they have idea of purchasing Reliance Jio services but 13%
are not

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2. Have you ever purchase services of Reliance Jio ?

Yes 77
No 23

23%

77%

Yes No

INTERPRETATION
77% respondent said that they have ever purchase services of Reliance Jio but 23%
are not

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3. What helps you to decide which services of Reliance Jio you purchase ?
TV Advertisement 23
Personal recommendation 36
Special offer 11
Radio advertising 17
News paper 7
Word of mouth 6

7% 6% 23%
17%

11%
36%

TV Advertisement Personal recommendation

Special offer Radio advertising
News paper Word of mouth
INTERPRETATION
23% respondent said that they decide to purchase the services of Reliance Jio by TV
advertisement, 36 personal recommendation, 11% special offer, 17% radio
advertising, 7% from News paper and 6% word of mouth.

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4. How frequently you see advertisement of Reliance Jio ?
Weekly 27
Monthly 37
daily 27
None 19

17% 25%

25%
33%

Weekly Monthly daily None

INTERPRETATION
25% respondent said that they have see advertisement of Reliance Jio weekly, 33%
monthly, 25% daily, but 17% none.

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5. For which one of the following purpose you visit in your product ?
Purchasing brand goods 57
Purchasing local goods 23
Only gathering information 11
Others 9

9%
11%

57%
23%

Purchasing brand goods Purchasing local goods

Only gathering information Others

INTERPRETATION
57% respondent said that they have purpose to visit product purchasing brand goods,
23% purchasing local goods, 11% only gathering information and 9% others.

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6. What according to you are attractive features that buy Reliance Jio services?

Quality 32
Economy 49
Performance 19

19%
32%

49%

Quality Economy performance

INTERPRETATION
32% respondent said that they have attractive features that buy Reliance Jio services
Quality, 49% Economy, 19% performance.

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7 Are you satisfy with Reliance Jio services?

Yes 91
No 9

9%

91%

Yes No

INTERPRETATION
91% respondent said that they satisfied buy 9% no. .

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FINDINGS

55
 FINDINGS
 87% respondent said that they have idea of purchasing Reliance Jio services
but 13% are not
 77% respondent said that they have ever purchase services of Reliance Jio but
23% are not
 23% respondent said that they decide to purchase the services of Reliance Jio
by TV advertisement, 36 personal recommendation, 11% special offer, 17%
radio advertising, 7% from News paper and 6% word of mouth.
 25% respondent said that they have see advertisement of Reliance Jio weekly,
33% monthly, 25% daily, but 17% none.
 57% respondent said that they have purpose to visit product purchasing brand
goods, 23% purchasing local goods, 11% only gathering information and 9%
others.
 32% respondent said that they have attractive features that buy Reliance Jio
Quality, 49% Economy, 19% performance.
 91% respondent said that they satisfied buy 9% no.
 71% respondent said that Reliance Jio have changed the way the Consumer
behavior towards telecom services Yes but 29% said no.
 89% respondent said that they suggest Reliance Jio to others yes but 11 said
no.
 7% respondent said that they rate your present Reliance Jio product
performance poor, 23% satisfactory, 27% fair, 21% good, 13% very good, 9%
excellent.

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CONCLUSION

57
 CONCLUSION

The report comes to the following conclusion

 The customers of Reliance Jio are brand loyal with only a small percent want to
shift over to other brands. Trying of other brands by customers is mainly because
the customer wants to try something new.

 The performance of Reliance Jio is fair in comparison to other product brands.

 Economy is the basic feature influencing to built brand Image.

 The competition of Reliance Jio is majorly vodafone .

 Due to high brand loyalty the customers of Reliance Jio recommend its product to
others.

 The customers are satisfied with the product range of Reliance Jio.

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SUGGESTIONS / RECOMMENDATION

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 SUGGESTIONS / RECOMMENDATION

The recommendations are

 The brand loyalty for more Reliance Jio can be increased if the Quality and
appearance of the products are given due attention because vodafone has captured
a major share of telecom market.

 The switch over of the customers can be prevented if more of new products are
launched more frequently like vodafone which launches new products with slight
variations from the previous.

 Quality are good but it still needs improvements.

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ANNEXURE

61
 QUESTIONNIARE

Q1) Do you like the idea of purchasing services of Reliance Jio ?

( a) Yes ( b) No
Q2) Have you ever purchase services of Reliance Jio ?
( a) Yes ( b) No
Q3) What helps you to decide which services of cement you purchase?
( a) TV Advertisement ( b) Personal recommendation ( c) Special offer
( d) Radio advertising ( e) News paper ( f) Word of mouth
Q4) How frequently you made a purchase Reliance Jio services ?
( a) Weekly ( b) Monthly ( c) Quarterly ( d) None
Q5) For which one of the following purpose you visit in your product ?
( a) Purchasing brand goods
(b) Purchasing local goods
(c) Only gathering information
(d) Others
Q6) What according to you are attractive features that buy Reliance Jio ?
(a) Quality (b) Economy (c) performance
Q7) Are you satisfy with Reliance Jio Product ?
(a) Yes (b) No
Q8) Do according to you Reliance Jio have changed the way the Consumer behavior towards
telecom services ?
(a) Yes (b) No

[Link] you suggest Reliance Jio services to others

 Yes
 No

Q10. How will you rate your present Reliance Jio performance?
 Poor
 Satisfactory
 Fair
 Good
 Very good
 Excellent

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BIBLIOGRAPHY

63
 BIBLIOGRAPHY
BOOKS AUTHORS

 Marketing Management : Philip Kotler

 Marketing Research : D. D. Sharma
 Research Methodology : C. R. Kothari
 Websites
 [Link] [Link]
 [Link]

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