A STUDY ON CUSTOMER SATISFACTION TOWARDS

RELIANCE JIO IN TRICHY TOWN

A Project Report submitted to

SRIMAD ANDAVAN ARTS& SCIENCE COLLEGE (Autonomous)

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

BACHELOR OF COMMERCE IN BANK MANAGEMENT

Submitted By
[Link] ([Link].U17BM0035), [Link] ([Link].U17BM0034),
[Link] ([Link].U17BM0007), [Link] ([Link].U17BM0016),
[Link] ([Link].U17BM0061)

Under the Guidance of

[Link]., [Link]., [Link].

Assistant Professor, Department of [Link] Bank Management
Srimad Andavan Arts & Science College (Autonomus)
Trichy- 620 005

Department of [Link] Bank Management

Srimad Andavan Arts & Science College (Autonomous)
(Affiliated to Bharathidasan University)
Nationally Re-accredited With ‘A’ Grade by NAACAn ISO 9001:2015 Certified Institution
No 7, Nelson Road, Tiruchirappalli - 620 005.
April - 2020
 Srimad Andavan Arts & Science College (Autonomous)
(Affiliated to Bharathidasan University)
Nationally Re-accredited With ‘A’ Grade by NAAC
An ISO 9001:2015 Certified Institution
No 7, Nelson Road, Tiruchirappalli - 620 005.

[Link]., [Link]., [Link].

Assistant Professor, Department of [Link] Bank Management

CERTIFICATE
This is to certify that the Project Report appellation entitled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS RELIANCE JIO IN TRICHY TOWN” submitted to Srimad
Andavan Arts & Science College (Autonomous), Tiruchirappalli, Affiliated to Bharathidasan
University, Tiruchirappalli in partial fulfillment of the requirement for the award of the degree
of Bachelor of Commerce, Bank Management for the academic Year 2019-2020, is a bonafide
record of the project work done by [Link] ([Link].U17BM0035),
[Link] ([Link].U17BM0034), [Link] ([Link].U17BM0007),
[Link] ([Link].U17BM0016), [Link] ([Link].U17BM0061) under my
guidance and supervision. The dissertation has not previously formed the basis for the award
of any degree or fellowship to the candidate.

COMMENTS……………………………………………………………………………..

SIGNATURE OF THE GUIDE SIGNATURE OF THE HOD

SIGNATURE OF THE EXAMINER

Date:
 DECLARATION

I declare that the project work entitled “A STUDY ON CUSTOMER SATISFACTION

TOWARDS RELIANCE JIO IN TICHY TOWN” submitted to, Srimad Andavan Arts and
Science College (Autonomous), Thiruchirappalli affiliated to Bharathidasan University,
Tiruchirappalli in partial fulfillment of the requirement for the award of the degree of Bachelor
of Commerce in BANK MANAGEMENT for the academic year 2019-2020, is the result of
the original work carried out by me under the guidance and supervision of
[Link].,[Link].,[Link] Assistant professor, Department of [Link]
BANK MANAGEMENT Srimad Andavan Arts and Science College (Autonomous),
Thiruchirappalli.

Date :

Place :

Signature of the Candidate

1 [Link] ([Link].U17BM0035)

2 [Link] ([Link].U17BM0034)

3 [Link] ([Link].U17BM0007)

4 [Link] ([Link].U17BM0016)

5 [Link] ([Link].U17BM0061)
 ACKNOWLEDGEMENT

I express my sincere and deep sense of gratitude to our Principal

[Link], [Link]., Ph.D., Srimad Andavan Arts and Science College, Thiruchirappalli-5
for having promoted strict discipline and hard work during the period of may study in this
college.

I express my sincere and deep sense of gratitude to our Vice-Principal

Dr. M. PITCHAIMANI, [Link]., [Link]., MBA., SLET., Ph.D(Com), SET(Com&Mgt.)
(Ph.D Mgt), Srimad Andavan Arts and Science College, Thiruchirappalli-5 for his constant
encouragement for giving me all the assistance to complete this project.

My sincere thanks to my department HOD Dr. Y. SHAFEE., [Link]., [Link]., MBA., Ph.D.,
Department of Commerce in Bank Management Srimad Andavan Arts and Science College,
Thiruchirappalli-5 for her support to do my project.

I take this opportunity to express my deep sense of gratitude and response to my beloved guide
[Link]., [Link]., [Link]. Assistant Professor, Department of
Commerce in Bank Management, Srimad Andavan Arts and Science College (Autonomous),
Thiruchirappalli-5 for the valuable guidance without which it would not have been possible for
me to complete this project report successfully.

I also thank all the Staff Members of my department who help men in various ways while
completing this project work.

Place:Thiruchirappalli [Link] (Reg.NoU17BM0035)

[Link] ([Link].U17BM0034)
[Link] ([Link].U17BM0007)
[Link] ([Link].U17BM0016)
[Link] ([Link].U17BM0061)
 CONTENTS

CHAPTER TITLE PAGE

NO NO

I INTRODUCTION 1

II CONCEPTS AND REVIEW OF LITERATURE 12

III PROFILE OF THE COMPANY 17

IV ANALYSIS AND INTERPRETATION OF DATA 48

V FINDINGS, SUGGESTIONS AND CONCLUSION 82

BIBLIOGRAPHY

APPENDIX
 TABLE OF CONTENTS

[Link]. Description Page No.

A Certificate I
B Declaration II

C Acknowledgement III

LIST OF TABLES
1. Introduction of the topic 1-3

2. Introduction of the problem 4-7

3. Objectives of the study 7

4. Scope of the study 8

5. Research methodology 8-11

6. Limitations 11-12

7. Literature review 13-16

8. Industry profile 17-24

9. Company profile 25-48

10. Data analysis and Data presentation 49-81

11. Findings 82-83

12. Suggestions 84

13. Conclusion 85

14. Bibliography 86-87

15. Annexure 88-90

 CHAPTER-1

INTRODUCTION

1
 A STUDY ON CUSTOMER SATISFACTION TOWARDS
RELIANCE JIO IN TRICHY TOWN

INTRODUCTION OF THE TOPIC

Customer satisfaction (often abbreviated as CSAT) 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
endorses the definitions, purposes, and constructs of classes of measures that appear in Marketing
Metrics as part of its ongoing Common Language in Marketing Project. In a survey of nearly 200
senior marketing managers, 71 percent responded that they found a customer satisfaction metric
very useful in managing their businesses.
It is seen as a key performance indicator within business and is often part of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer percentage of
total customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals.

The Marketing Accountability Standards Board (MASB)and monitoring satisfaction is seen as a

key differentiator and increasingly has become a key element of business strategy.

2
After the globalization of India economy in 1991 the telecommunication sector remained one of
the most happening sectors in India. The recent years witnesses rapid and dramatic changes in the
field of telecommunications. In the last few years more and more companies both foreign,
domestic, come into cellular service, service market and offers large number of services to the
people.

A consumer may be referred to anyone engaged in evaluating, acquiring, using or disposing of

services which he expects will satisfy his wants. If any producer makes out the marketing
programmer ignoring the consumer preferences, he cannot possibly achieve his ultimate
objectives. A manufacturer must plan his production and distribution to suit the consumer’s
convenience rather than his own. Therefore a marketer must know more and more about the
consumers, so that the products can be produced in such a fashion to give satisfaction to them.

In the year of 1989, the number of cell phone users in India was zero. In the year of 1999 the
number of cell phone users has gone up by 13 lakhs. In the year of 2000 the number of cell phone
users has risen by one million. Indian telecom sector added a staggering 227.27 million wireless
mobile users in the 12 months between March 2010 and March 2011, while the overall teledensity
has increased to 81.82% as of 2014, and the total numbers of telephone phone users (mobile &
landline) have reached 581 million as of May,[Link] currently telephone subscriber (mobile &
landline) is 800 million (May 2019).

The company is reconfiguring to meet the growing demand for mobile services. It will
differentiate our mobile services from our competitors through ongoing investment in technology,
distribution and customer services, providing both a great customer experience and competitive
value.

3
INTRODUCTION TO THE PROBLEM

Even though the sector has reflected promising growth, the teledensity in India still remains at a
very low level compared with international standards and thus providing tremendous opportunity
for future growth. In the medium-term, the industry is expected to continue to record good
subscriber growth as a result of low penetration levels, heightened competition; a sustained fall in
minimum subscription cost and tariff that increase affordability for lower-income rural users,
expansion of coverage area by mobile operators, and government support through schemes such
as the rural infrastructure roll out funded by subsidies from the Universal Service Obligation
(USO) Fund. The Indian telecom sector offers unprecedented opportunities in various areas, such
as rural telephony, 4G, virtual private network, value-added services, et al. Nonetheless, the lack
of telecom infrastructure in rural areas and falling ARPU of telecom service providers could
inhibit the future growth of the industry

Rapidly Falling ARPU (Average revenue per user)

The competitive intensity in the telecom industry in India is one of the highest in the world and
has lead to sustained fall in realisation for the service providers. Intense competitive pressure and
cut throat pricing has resulted in declining ARPUs. With increasing number of new entrants in the
telecom space the competitive intensity is likely to continue, putting further downward pressures
on the telecom tariffs. Thus, the telecom companies might have to grapple with further decline in
ARPUs, going forward.
Further, with the telecom companies moving their focus to the rural areas for driving the future
subscriber growth they might not witness a commensurate increase in revenues. In fact, the risk of
steep decline in ARPUs will increase going forward as the telecom companies penetrate rural
markets that are characterised by higher concentration of low income, low-usage customers. A
higher-than-expected decline in ARPU poses a risk of reduction in margins of service providers.
Alternatively, telecom operators are turning their focus to steadily increasing the minutes of usage
(MoU) to counter the sustained fall in ARPUs. Likewise, the growth of the VAS is also crucial for
some improvement in the ARPUs of operators.

4
Lack of Telecom Infrastructure
Lack of telecom infrastructure in semi-rural and rural areas could be one of the major hindrances
in tapping the huge rural potential market, going forward. The service providers have to incur a
huge initial fixed cost to enter rural service areas. Further, as many rural areas in India lack basic
infrastructure such as road and power, developing telecom infrastructure in these areas involve
greater logistical risks and also extend the time taken to roll out telecom services. The lack of
trained personnel in the rural area to operate and maintain the cellular infrastructure, especially
passive infrastructure such as towers, is also seen as a hurdle for extending telecom services to
the under penetrated rural areas.
Rural Areas Continue to Remain Under Penetrated
A rural teledensity of merely 15% point towards the fact that a majority of Indian population still
do not have access to telecom services. The rural India seems to have remained untouched by the
telecom revolution witnessed in the last few years. A huge 'digital divide', which is reflected by
the enormous difference of 74% between the urban and rural teledensity, reiterates this fact.
However, with the urban markets reaching a saturation point, the telecom service providers are
penetrating rural areas for driving future growth. Thus, the service providers entering new rural
markets might witness substantial increase in subscriber base. The expansion in the rural areas,
however, has increased the risk of further decline in the ARPUs. Nonetheless the revenue growth
from these regions is unlikely to match the surge in the subscriber base.

Excessive Competition
Another major concern that has come to the forefront in the recent past has been heightened
competitive intensity in the industry that has correspondingly fuelled the price war between
industry players. The Indian wireless market is one of the world’s most competitive markets,
with 12 operators across 23 wireless ‘circles’ and 6 to 8 competing operators in each circle. The
auction of new 4G licences and the introduction of mobile number portability (MNP) are likely
to heat up competition in the industry, going forward.

5
Spectrum is the most important resource that is required for providing mobile services. Given
that spectrum is a finite resource, the availability of the same would be inversely proportional to
the number of operators. Thus, larger the number of service providers smaller will be the amount
of spectrum available to each of them.

Scarcity of spectrum leads to higher capex on deployment of mobile networks for the operators
as they need more cell sites to improve service quality. Further the growing usage of spectrum
and the resultant scarcity may lead to re-use of spectrum and increase chances of congestion in
networks leading to constraints on service quality.
Evidently, the competition in the industry is expected to intensify further with the entry of new
players, both domestic as well as foreign players. With the competitive intensity of the industry
already at such high levels new operators might find it difficult to gather significant share in
Indian telecom market. While the new players may benefit from a faster network rollout through
tower sharing, they will face challenges in terms of high subscriber acquisition costs and lower
ARPU customers.

Lower Broadband Penetration

The Indian economy remains highly underpenetrated in terms of broadband connections. High
cost of devices (PC and laptop), high internet charges and lower wireline connections have been
some of the major factors inhibiting broadband penetration. Broadband is one of the key catalysts
for economic development and major initiatives by both the government and service providers
are needed to increase its penetration.

Spectrum Allocation
4G Spectrum availability is one of the major concerns for the industry. Lack of adequate
spectrum which is the most integral part of the mobile telephony sector could hamper its growth
severely. However, the spectrum allotment has been the most controversial issues in the Indian
telecom sector.
The smooth process of scheduled 4G spectrum allocation is likely to be one of the key factors
affecting the industry dynamics, going forward. Given the highly-competitive nature of the

6
 Indian telecom industry on one hand, and limited licenses in the 4G network on the other, the
risk of excessive biding by the service providers has increased. Irrational bidding, especially in
some circles, might render 4G services financially-unviable. Further, there exists a risk of delay
in allotment of proposed spectrum to the service providers who have successfully bid for the 4G
spectrum

Other Growth Inhabiting Factors

While the implementation of mobile number portability is likely to aid improvements in quality
of service, it is also likely to increase the churn out ratio significantly. The service providers are
likely to turn to the VAS as a service differentiator; however, widespread VAS deployment is
restricted due to language and illiteracy.
The deployment of 4G services is likely to help the emergence of new VAS. Mass acceptance
will be crucial for the success of 4G services in India. Comparatively higher cost of handsets
required for accessing 4G services is likely to be one of the major roadblocks in mass 4G
adoption in India.

OBJECTIVE OF THE STUDY

1. To study the customer satisfaction level on Reliance JIO products & services.
2. To find the market potential and market penetration of Reliance JIO products & services in
Trichy city .
3. To study the various kinds of offers available in Reliance Jio.

7
 SCOPE OF STUDY

This study covers customers about Reliance JIO in the Trichy city.

The study makes effort to ascertain the satisfaction level of customer of Reliance [Link]
survey So that company would be able to come up to the expectation level of its customer. The
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 subject has been taken for the research as it plays key role in the success of Telecom sector.
No company can think of selling their product without having satisfied customer. No company can
survive in long run without coming up to the satisfaction level of customer.

In short it is the level of satisfaction that is link between end-user and company. As long as the
company is able to satisfy its customer, customer would remain in the bracket of loyal customer.
Hence it is very essential to understand the customer satisfaction and to measure the satisfaction
level time to time as there is always scope of improvement.

The research will also be beneficial in analyzing the overall market position of the company and
measures which should be adopted by the Reliance JIO to increase their market share in the region
of Trichy city.

RESEARCH METHODOLOGY

RESEARCH DESIGN:

The purpose of the methodology is to design the research procedure. This includes the overall
design, the sampling procedure, the data collection method and analysis procedure.
Marketing research is the systematic gathering recoding and analyzing of data about problem
retaining to the marketing of goods and services.

8
The essential purpose of marketing research is to provide information, which will facilitate the
identification of an opportunity of problem situation and to assist manager in arriving at the best
possible decisions when such situations are encountered.
Basically there are two types of researches, which according to their applicability, strength,
weaknesses, and requirements used before selecting proper type of research, their suitability must
be seen with respect to a specific problem two general types of researches are exploratory and
conclusive.
1. Descriptive Research Design:
It is also known as quantitative research; it is designed to help executives of action that is to
make decision.
When a marketing executive makes a decision are course of action is being selected from
among a number of available. The alternatives may be as few as two or virtually infinite. They
may be well defined or only vaguely glimpsed.
Conclusive research provides information, which helps the executives make a rational decision.
In some instances, particularly if any experiment is run, the research may come close to
specifying the precise alternatives to choose, in their cases especially with descriptive studies
the research will only particularly clarify the situation and much will be left to the executive’s
judgment.

The type of research here is “Descriptive Research Design”. This kind of design is used for
more precise investigation or of developing the working hypothesis from an operational point
of view. It has inbuilt flexibility, which is needed because the research problem, broadly
defined initially, is transformed into one with more precise meaning in exploratory studies,
which in fact may necessitate changes in research procedure for gathering relevant data.
The characteristic features of research are as follows: –
 Flexible Design
 Non-Probability Sampling Design
 No pre-planned design for analysis
 Unstructured instruments for collection of data
 No fixed decisions about the operational procedures

9
Sample Size

Sample size refers to the numbers of respondents researcher have selected for the survey.
I have selected 85 samples units from market and individual customers.

Sampling Technique

The sample design provides information on the target information and final sample sizes. I
used conveyed convenient sampling surveyed in research.

Sampling Area:

While conducting sample,I went many places of Trichy areas-Railway road, Chathiram Road,
College road, Thillai nagar, Sri Rangam, Putthur etc.

Data collection tool

I have used Questionnaire, as the research instrument to conduct the market survey. The
questionnaire consisted closed ended questions designed in such a way that it should gather
maximum information possible.

The questionnaire was a combination of 15 questions. If choices are given it is easier for the
respondent to respond from the choices rather they think and reply also it takes lesser time.
Because the keep on responding and one has tick mark the right choice accordingly.
Data was collected through two sources:
Primary Source: Primary data was collected directly from the customers through a
questionnaire.
Secondary Source: The secondary source was the company website and my colleagues.

10
Method of sampling
Convenient sampling is used to do sampling as all the customers in the sites are Surveyed..

Data Analysis
Data analysis was done mainly from the data collected through the customers. The data
Collected from secondary sources is also used to analyse on one particular parameter. Qualitative
analysis was done on the data collected from the primary as well as secondary Sources.

LIMITATIONS

1. The first problem I faced is in getting the co-operation of the customers. Many of the
respondents I approached did not agree to the need and utility of the project and hence did not
agree to provide me with information.

2. The behavior of the customer is unpredictable which may result in the lacking of accuracy in
the data.

3. As the sample size of the survey was so small and comprise of only 85 customers, the results
may have some prone to errors.

4. Study accuracy totally based upon the respondents response.

5. Stipulated short span of time for survey.

11
 CHAPTER -2

REVIEW OF LITERATURE

12
LITERATURE REVIEW

1) Abhishek Kumar Singh and Malhar Pangrikar (2013) did a study titled “A Study Report, to
Find out Market Potential for 4G Businesses in Pune”. The Report is all about “Study of market
potential for 4G business in pune” and also to know about the customer perceptions and attitudes
towards their current service provider. Satisfaction level of the customers was also judged. The
customer expectations were analyzed thoroughly. Major factors considered in research are: what
are the needs of the companies based on the data services usage, major player in internet services,
and support to customers. The research was conducted on companies mainly from Industries like
IT, Education, Manufacturing and others which are located in Pune city. It is clear from the survey
done that Reliance & Tata are Leading Internet service Provider; they are providing products like
Data Card, Broadband etc to the corporate end users. Most of the companies are getting internet
speed form 1MBPS-4MBPS. Most of the companies are having good perception about 4G and are
willing to switch to it from their current service provider. Speed of 4G is around than 30 to 35
MBPS, is going to boom the Market. Because majority of the companies are facing Speed
problem with their current ISP.

4G spectrum is a research item for next-generation wide-area cellular radio,which focuses on 4G

technologies, 4G networks and 4G systems. 4G technologies shall include three basic areas of
connectivity which are personal area networking (such as Bluetooth), local high-speed access
points on the network such as wireless technologies and cellular connectivity.

At the moment, many companies have established projects for 4G systems developmet.
4G can provide services for a wide range of speed facility that support global roaming and each
company will be able to interact with internet-based information and available in every part of
country.

13
In this literature review. the consumer perceptions about 4G services in Pune. The objectives of
the study was (1) to find the most influencing factor in selection of service provider, and (2) to
measure customer perception and satisfaction as regards the 4G service provided. The study on a
4G indicated that some problems exist that deserve the attention of the [Link] company
needs to bridge the gap between the services promised and 4G services offered. And to conclude,
“Delivering service without measuring the impact on the customer is like driving a car without a
windshield”

2) 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. Most of the customers are selectiong Reliance JIO is comes under for sim cards
are free and most of the customers for understanding the income and satisfaction level of JIO
services is comes under between (10001- 20000). Finally conclude that most of the customers are
satisfied with the current JIO services.

3) 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. The advertisement has
motivates most of the customers to prefer this network.

4) Dr. Gowthamichintala et al (2017) in this article entitled, “customers satisfaction towards

telecommunication service provider-A study on Reliance JIO” is to know the satisfaction level of
the customers. The gender wise analysis of the customers satisfaction is conclude that there is no
difference in the opinion of male and female respondents on the satisfaction level towards the
service provided by the JIO services.

14
5) Mahalaxmi KR , Suresh Kumar N,(2017) ,“Changing the Indian telecom sector: Reliance Jio”
,the study aimed to identify customer’s preference towards the Reliance JIO mobile service
provider and to know the customer satisfaction level towards Reliance JIO Mobile service
provider in Trichy region. The study was descriptive in nature. The study was carried out through
a pilot survey from 50 respondents. The results of the survey were analysed using chi square test
.The study revealed that most of the students preferred to choose their service provider as Reliance
JIO and 97% of the respondents were satisfied with the services provided by the Reliance JIO.

6) Aman Banchhor et al.,(2015), state in their study that Jio is the only company who is using
fourth generation (4G) LTE services and which is operating its network on 1800 MHz and 2300
MHz bands in Mumbai. Jio facilitate the normal download speed of 15-20 mbps. Lowest
international call tariff in the world. 4G handset with free connection for starting at as less as
Rs.2999. No surge pricing on public holidays, festivals and newyear. Reliance Jio manipulate
some marketing strategies of competitive pricing and tariff plans, jio is offering special operating
own apps like Jioplay, Jiomoney, Jiosecurity etc., Jio is going to charge 1/10th of standard in
telecommunication charge, Focusing on calls, text and data respectively without any roaming
charges throughout India and Student gets an additional 25% data usage if they registered their
sim card on a student
.
At 4G,The Company have always sought to enhance value for you as a customer by providing you
the most relevant and easy to use services through innovation and by harnessing the latest
developments in technology. In line with this strategy, constantly introduced 4G innovative
services to suit customer unique needs and wants. These 4G trends in the market and among
customers generate a demand for high speed and more rapidly changing services and also
expectation for a different approach to technology development.
As well as imposing requirements in terms of 4G technology development, trends such as
massindividualization call for a responsive answer to a sharply increasing market
[Link] growth and diffusion of 4G services is focusing customer satisfaction on how

15
mobile relates to 4G networks. Accordingly, it is necessary for company to review current
frameworks in those instances where changes might impede the offering of certain aspects .

Consumer perception about 4G much more volatile, much less predictable and increasingly
concerned with instant gratification. The expectation is that in due course this trend towards
individualization will become a more important factor in the emerging markets too, particularly in
the every [Link] future, 4G services over mobile networks and company need to review current
regulatory frameworks to enhance innovation and competition in the market of these services.
Customer satisfaction is defined as a customer’s overall evaluation of the performance of an
offering to date. This overall satisfaction has a strong positive effect on customer loyalty
intentions across a wide range of 4G service s.

.
To better manage customer satisfaction, company spend millions on effectively tracking the
methods that guarantee customer satisfaction, because the quantitative measurement of customer
satisfaction is a great help for comprehensively measuring the effect of 4G on customer
satisfaction.

Customer satisfaction, as we discussed before, has the most important effect on customer
perception and in order to narrowing down we focus on 4G service as one of the customer
satisfaction’s factors. The aim of the company is to find the most important service dimensions
that affect customer satisfaction.

To have a thorough satisfaction firstly the company is needed to bring satisfied customers which
leads to loyal customers and by preparing all this, good services would be followed which
influenced on Customer satisfaction and make them loyal in future.

16
 CHAPTER-3

INDUSTRY PROFILE

17
EXCEUTIVE SUMMARY
EXECUTIVE SUMMARY
This project report is based on telecom sector as the telecom
sector is growing at a very good pace.
This project titled on “Customer Satisfaction Towards Reliance JIO” is being conducted to
identify factors and provide revolutionary 4G LTE coverage and high speed Wi-Fi services of
Reliance JIO at all parts of Trichy city.
RJIL (Reliance Jio Infocomm Ltd.) has successfully demonstrated legal interception and
monitoring rules compliance of its 4G network for high speed wireless internet, phone calls, video
and messaging service across country.
To identify all the below buildings in work scope area and establish contacts with the
building owner/association and explain them the benefits of high speed internet and 4G
connectivity.
 All G+5 (ground floor +five floors) and above buildings
 Shopping malls
 Hospitals
 Hotels
 Colleges

To capture all the details of the building. The variables are involved in this project
1. Area
2. Address
3. Building Name
4. Number of Floors
5. Type (commercial, residential, both, Hotel, Hospital)
6. Latitude &Longitude {By using Smart phone app}
7. Number of Home passes

18
INDUSTRY PROFILE

India has a fast-growing mobile services market with excellent potential for the future. With
almost five million subscribers amassed in less than two years of operation, India's growth tempo
has far exceeded that of numerous other markets, such as China and Thailand, which have taken
more than five years to reach the figures India currently holds. The number of mobile phone
subscribers in the country would exceed 50 million by 2010 and cross 300 million by
[Link] JIO continued to be the leader in the broadband category this month too,
accounting for 56.07% share of the pie. Total mobile subscribers at the end of November 2019
were 1.17 billion, according to Cellular Operators Association of India (COAI).

According to recent strategic research by Frost & Sullivan, Indian Cellular Services Market, such
growth rates can be greatly attributed to the drastically falling price of mobile handsets, with
price playing a fundamental role in Indian subscriber requirements. Subscribers in certain regions
can acquire the handset at almost no cost, thanks to the mass-market stage these technologies
have reached internationally. The Indian consumer can buy a handset for $150 or less. This
should lead to increased subscribership. This market is growing at an extremely fast pace and so
is the competition between the mobile service providers.
With the presence of a number of mobile telephony services providers including market leaders
like Airtel, Reliance, Idea Cellular, BSNL etc. who are providing either of the two network
technologies such as Global System for Mobile Communications (GSM) and Code Division
Multiple Access (CDMA). In cellular service there are two main competing network
technologies: Global System for Mobile Communications (GSM) and Code Division Multiple
Access (CDMA). Understanding the difference between GSM and CDMA will allow the user to
choose the preferable network technology for his needs.
Global System for Mobile Communication (GSM) is a new digital technology developed by the
European community to create a common mobile standard around the world. It helps you
achieve higher sell capacity and better speech quality and one can enjoy crystal clear reception
on ones mobile phone. It automatically solves the problem of eavesdropping on onescalls.

19
Before analyzing the telecom licensing framework in India, it is imperative that one must
examine what is a license. License issued by the government is an authority, given to a person
upon certain conditions to do something which would have been illegal or wrongfulotherwise.
For example, a driver’s license issued by the government, gives the authority to a person to drive
a motor vehicle. There are three main types of license fee which the government charges: (I)
initial license fee, which generally is non-refundable, (ii) annual license fee, and (iii) additional
fee for allocation of spectrum.
Licensing framework has been an integral part of India’s telecommunication law. Under the
Indian Telegraph Act, 1885, section 4 gives power to the government to grant license to any
person to establish, maintain or use a telegraph.

Code Division Multiple Access (CDMA) describes a communication channel access principle
that employs spread spectrum technology and a special coding scheme (where each transmitter is
assigned a code). It is a spread spectrum signaling, since the modulated coded signal has a much
higher bandwidth than the data being communicated. CDMA is the current name for mobile
technology and is characterized by high capacity and small cell radius. It has been used in many
communication and navigation systems, including the Global Positioning System and the
omnitracs satellite system for transportation logistics.
Indian mobile telephony market is increasing day by day and there is more to happen with
technological up gradations occurring nearly every day and the ever-increasing demand for easier
and faster connectivity, the mobile telephony market is expected to race ahead.

20
NATIONAL TELECOM POLICY 1994 (NTP 1994):-

The National Telecom Policy was announced in 1994 which aimed at improving India's
competitiveness in the global market and provide a base for a rapid growth in exports. This
policy eventually facilitated the emergence of Internet services in India on the back of
established basic telephony communication network. This policy also paved way for the entry of
the private sector in telephone services.
The main objectives of the policy were:
• To ensure telecommunication is within the reach of all, that is, to ensure availability of
telephone on demand as early as possible
• To achieve universal service covering all villages, that is, enable all people to
access certain basic telecom services at affordable and reasonable prices
• To ensure world-class telecom services. Remove consumer complaints, resolve disputes
and encourage public interface and provide a wide permissible range of services to meet
the demand at reasonable prices
• To ensure that India emerges as a major manufacturing base and major exporter of
telecom equipment
• To protect the defence and security interests of the nation.
The policy also announced a series of specific targets to be achieved by 1997 and further
recognized that to achieve these targets the private sector association and investment would be
required to bridge the resource gap.
Thus, to meet the telecom needs of the nation and to achieve international comparable
standards, the sector for manufacture of telecom equipment had been progressively relicensed
and the sub- sector for value-added services was opened up to private investment (July 1992)
for electronic mail, voice mail, data services, audio text services, video text services, video
conferencing, radio paging and cellular mobile telephone. The private sector participation in the
sector was carried out in a phased manner. Initially the private sector was allowed in the value
added services, and thereafter, it was allowed in the fixed telephone services. Subsequently,
VSAT services were liberalized for private sector participation to provide data services to
closed user groups.

21
Establishment of TRAI
The entry of private players necessitated independent regulation in the sector; therefore, the
TRAI was established in 1997 to regulate telecom services, for fixation/revision of tariffs, and
also to fulfill the commitments made when India joined the World Trade Organization (WTO)
in 1995. The establishment of TRAI was a positive step as it separated the regulatory function
from policy- making and operation, which continued to be under the purview of the DoT2.
The functions allotted to the TRAI included:
a. To recommend the need and timing for introduction of new service provider
b. To protect the interest of customers of telecom services
c. To settle disputes between service providers
d. To recommend the terms and conditions of license to a service provider
e. To render advice to the Central government on matters relating to the development of
telecommunication technology and any other matter applicable to the
telecommunication industry in general.

NEW TELECOM POLICY 1999 (NTP 1999):-

In recognition of the fact that the entry of the private sector, which was envisaged during
NTP94, was not satisfactory and in response to the concerns of the private operators and
investors about the viability of their business due to non realization of targeted revenues the
government decided to come up with a new telecom policy. The most important milestone and
instrument of telecom reforms in India is the New Telecom Policy 1999 (NTP 99). The New
Telecom Policy, 1999 (NTP-99) was approved on 26th March 1999, to become effective from
1st April [Link], convergence of both markets and technologies required realignment
of the industry. To achieve India’s vision of becoming an IT superpower along with developing
a world class telecom infrastructure in the country, there was a need to develop a new telecom

22
policy framework. Accordingly, the NTP 1999 was framed with the following objectives and
targets:
• Availability of affordable and effective communication for citizens was at the core of the
vision and goal of the new telecom policy
• Provide a balance between provision of universal service to all uncovered areas, including
rural areas, and the provision of high-level services capable of meeting the needs of the
economy
• Encourage development of telecommunication facilities in remote, hilly and tribal areas
of the nation
• To facilitate India’s journey to becoming an IT superpower by creating a modern and
efficient telecommunication infrastructure taking into account the convergence of IT,
media, telecom and consumer electronics
• Convert PCOs, wherever justified, into public telephone information centers having
multimedia capability such as ISDN services, remote database access, government and
community information systems etc.
• To bring about a competitive environment in both urban and rural areas by providing
equal opportunities and level playing field for all players
• Providing a thrust to build world-class manufacturing capabilities and also strengthen
research and development efforts in the country
• Achieve efficiency and transparency in spectrum management
• Protect the defense and security interests of the country
• Enable Indian telecom companies to become global players.

In line with the above objectives, some of the specific targets of the NTP 1999 were:
• Make available, telephone on demand by 2002 and achieve a tele density of 7% by 2005
and 15% by 2010
• Encourage development of telecom in rural areas by developing a suitable tariff structure
so that it becomes more affordable and by also making rural communication mandatory
for all fixed service players and thus oAchieve a rural tele density of 4% by 2010 and
provide reliable transmission omedia in all rural areas.

23
Players in the market

• BSNL is the market leader with a 67.7 per cent share followed by MTNL with 11.5 per
cent market share. Next is Bharti Airtel at 10.9% followed by Tata and Reliance at 5%
and 4.1% respectively.

• BSNL as a company is growing and showed annual revenues of approximately $4.5

billion as of 2014. BSNL is serving more than 125 million customers across the country
and is catalyst in checking the price point for telecom services.

• Also, with the government intensifying its rural focus, only BSNL can turn into reality
the next wave of rural telecom penetration.

• BSNL is a 100% Central Government entity and employees with BSNL are entitled to get
salaries and perks as decided by Government of India and not by BSNL

• However both, MTNL and BSNL are plagued by declining revenues coupled with high
costs. BSNL has massive infrastructure, manpower, systems, and 80 per cent of landlines
and 90 per cent of broadband connections in India are operated by it.

• “Vodafone is investing nearly US$ 3 billion over the next two years in India in expanding
its network infrastructure and distribution channel in the country,” as per Vittorio Colao,
CEO, Vodafone Plc.

• BlackBerry plans to set up enterprise solutions centres to educate corporate customers

about various BlackBerry Enterprise Service (BES) 10 solutions. "India is one of the
fastest growing markets in terms of smartphone and mobile data adoption,” said according
to Sunil Lalvani, Managing Director (MD), BlackBerry India.

24
COMPANY PROFILE

RELIANCE JIO

Jio's headquarters in RCP, Navi Mumbai

Formerly • Infotel Broadband Services

called Limited (2009 - 2013)
• Reliance Jio
InfocommLimited (2013 -
2015)
Type Subsidiary
Industry Telecommunications
Headquarters Navi Mumbai,Maharashtra, India

Key people Sanjay Mashruwalla (Managing

Director)
Jyotindra Thacker (Head of IT)
Akash Ambani(Chief of Strategy)

25
26
 Mobile telephony,broadband,
Products Wifi,Router and 4G Dataservices

Jio Apps

MyJio, JioChat, JioPlay, JioBeats,

JioMoney, JioDrive, JioOnDemand,
JioSecurity, JioJoin,
JioMags,JioXpressNews, Jionet
WiFi

Parent Reliance Industries

Subsidiaries LYF

Website [Link]

Jio also known as Reliance Jio and officially as Reliance Jio Infocomm Limited (RJIL),[is an
upcoming provider of mobile telephony, broadband services, and digital services in India..
Reliance Jio Infocomm Limited (RJIL), a subsidiary of Reliance Industries Limited (RIL),
India’s largest private sector company, is the first telecom operator to hold pan India Unified
[Link] known as Infotel Broadband Services Limited(IBSL), Jio will provide 4G
services on a pan-India level using LTE technology. The telecom leg of Reliance
IndustriesLimited, it was incorporated in 2007 and is based in Mumbai, [Link] is headquartered
in Navi Mumbai.

27
RJIL is setting up a pan India telecom network to provide to the highly underserviced India
market, reliable (4th generation) high speed internet connectivity, rich communication services
and various digital services on pan India basis in key domains such as education, healthcare,
security, financial services, government citizen interfaces and entertainment. RJIL aims to
provide anytime, anywhere access to innovative and empowering digital content, applications
and services, thereby propelling India into global leadership in digital economy.

RJIL is also deploying an enhanced packet core network to create futuristic high capacity
infrastructure to handle huge demand for data and voice. In addition to high speed data, the 4G
network will provide voice services from / to non-RJIL network.

RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz (across 22 circles) capable
of offering fourth generation (4G) wireless services. RJIL plans to provide seamless 4G services
using FDD-LTE on 1800 MHz and TDD-LTE on 2300 MHz through an integrated ecosystem.

Reliance Jio is part of the “Bay Of Bengal Gateway” Cable System, planned to provide
connectivity between South East Asia, South Asia and the Middle East, and also to Europe,
Africa and to the Far East Asia through interconnections with other existing and newly built
cable systems landing in India, the Middle East and Far East Asia.

28
RJIL’s subsidiary has been awarded with a Facility Based Operator License (“FBO License”)
in Singapore which will allow it to buy, operate and sell undersea and/or terrestrial fibre
connectivity, setup its internet point of presence, offer internet transit and peering services as
well as data and voice roaming services in Singapore.

R-Jio is also in the process of installing hundreds of monopoles, unlike the regular
rooftopmounted telecom towers typically used by telcos, said the company executive quoted
above. Monopoles, or ground-based masts (GBMs), are expected to double up as street lights
and surveillance systems, and provide real-time monitoring of traffic and advertising
opportunities.

The company, which plans to be rolled out commercial telecom service operations from January,
is currently in the testing phase for most of its offerings including 4G services, a host of mobile
phone applications and delivery of television content over its fibre optic network.

io, meanwhile, faces its share of challenges in terms of return on investment and
capturing market share. The company, according to industry analysts, is expected to
spend $8-9 billion for the 4G roll-out. The company will battle for subscribers with
leading telcos such as Bharti Airtel Ltd, Vodafone India Pvt Ltd and Idea Cellular Ltd.

The Dominant Players

 Bharti Airtel --- 23% Market Share
 Vodafone India --- 18% Market Share
 Idea Cellular --- 15% Market Share
 Reliance Communications --- 12% Market Share
 BSNL --- 10% Market Share
 Aircel --- 8% Market Share
 TATA Infocomm --- 7% Market Share
 Others --- 7% Market Share

29
The services were beta launched to Jio's partners and employees on 27 December 2015 on the
evening of 87th birth anniversary of late Dhirubhai Ambani, founder of Reliance Industries. As
of 30 November 2019,it is the largest mobile network operator in India and the third largest
mobile network operator in the world with over 369.93 million subscribers.

Mr. Akash Ambani is being launched in business as a chief of strategy in Reliance JIO,involved
in day to day operations in business or Ms. Isha Ambani is involved in branding and marketing.
And the key people are Sanjay Mashruwalla (Managing Director), Jyotindra Tacker (Head of
IT).

30
 Reliance Industries Chairman Mukesh Ambani committed an investment of Rs. 2,50,000 crores
on "Digital India" and said he expected the group's initiatives under it will create over 5,00,000
direct and indirect jobs.

"Digital India as company has seen empowers them to fulfil their [Link] JIO has
invested over Rs. 2,50,000 crores across the Digital India pillars," Ambani said, adding: "I
estimate Reliance's 'Digital India' investments will create employment for over 5,00,000 people. "
Ambani said the launch of Digital India initiative was a momentous occasion in an information age
where digitization was changing the way one lives, learns, works and plays. It can transform the
lives of
billion Indians using the power of digital [Link] as well as "So 80 percent of the 1.3
billion Indians will have high-speed, mobile Internet. And by 2017, company would cover 90
percent. And by 2018, all of India would be covered by this digital infrastructure,".

31
HISTORY

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services
Limited (IBSL) for Rs 4,800cr. Although unlisted, IBBL was the only firm to win broadband
spectrum in all 22 zones in India in the 4G auction that took place earlier that [Link]
continuing as RIL's telecom subsidiary, Infotel Broadband Services Limited was renamed as
Reliance Jio Infocomm Limited (RJIL) in January 2013.

Acquisition & Subsidiaries:

 Acquired Infotel Broadband Services Limited in 2010.
 Technology - Rancore Technologies ILD & NLD - Infotel Telecom.

Agreements:

 An agreement with Ascend Telecom for their more than 4,500 towers across India.
(June 2014)
 An agreement with Tower Vision for their 8,400 towers across India. (May 2014)
 An agreement with ATC India for their 11,000 towers across India. (April 2014)
 An agreement with Viom Networks for their 42,000 telecom towers. (March 2014)
 A key agreement for international data connectivity with Bharti to utilise dedicated fiber
pair of Bharti’s i2i submarine cable that connects India and Singapore. (April 2013)
 Agreements with Reliance Communications Limited for sharing of RCOM’s extensive
inter-city and intra-city optic fiber infrastructure of nearly 1,20,000 fiber-pair kilometers of
optic fiber and 500,000 fiber pair kilometers respectively (April 2013 / April 2018), and
JIO has 1,70,000 individual towers-the largest tower portfolio in India-and had planned to
build 90,000 new towers in fiscal year 2020(ending March 31).
 The telecom will continue to use its divested tower assets, as it signed a 30-year agreement
to be the anchor tenant of brookfield’s towers.

32
Technology:

 Reliance Jio Infocomm is currently laying OFC across the country to offer Fiber to the
home/premises (FTTH). This fiber backbone will also help them to carry huge amount of
data originated from their 4G network as well as public Wi-Fi network.
 Reliance Jio is deploying LTE-TDD technology for 2.3 GHz spectrum band, acquired in
2010.
 Reliance Jio will deploy LTE-FDD for 1.8 GHz spectrum, which will ultimately paved to
roll out of LTE-A network aggregation of both technology and both spectrumband.
 At present in different cities of India Reliance Jio offers Wi-Fi services. Most of these cities
are in Gujarat, where Reliance Industries also have one of the largest petrorefinery.
 Once commercially launched, Jio users can have access to Reliance Communications’ 2G &
3G network.

33
OPERATIONS

In June 2015, Jio announced that it will start its operations all over the country by the end of year.
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 PILfiled in the Supreme Court by an NGO called the Centre for Public
InterestLitigation,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$25 million)
which was arbitrary and unreasonable, and contributed to a loss of 2,284.2 crore (US$340
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 Kapoorand Javed Jaffrey, and
filmmaker Rajkumar [Link] closed event was witnessed by more than 35000 RILemployees
some of whom were virtually connected from around 1000 locations including Dallasin the US.

34
PRODUCT & SERVICES

RELIANCE JIO 4G BROADBAND

The company has launched its 4G broadband services throughout India in the first quarter of 2016
financial [Link] was slated to release in December 2015 after some reports said that the company
was waiting to receive final permits from the [Link] Ambani, owner of Reliance
Industries Limited (RIL) whose Reliance Jio is the telecom subsidiary, had unveiled details of
Jio's fourth-generation (4G) services on 12 June 2015 at RIL's 41st annual general meeting. It
will offer data and voice services with peripheral services like instant messaging, live TV, movies
on demand, news, streaming music, and a digital payments platform.
The company has a network of more than 250,000 km 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. With its multi-service operator (MSO) licence, Jio will also serve as a TV
channel distributor and will offer television-on-demand on its network.

Pan-India Spectrum
Jio owns spectrum in 800 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 [Link] of its digital services launch, Mukesh Ambani-led Reliance Jio
entered into a spectrum sharing deal with younger brother Anil Ambani-backed
[Link] sharing deal is for 800 MHz band across seven circles other than
the 10 circles for which Jio already owns.

Reliance jio’s vision for India is that broadband and digital services will no longer be a luxury item
,Rather convert it into a basic necessity that can be consumed in abundance by consumers and
small businesses .The initiatives are truly aligned with the Government of India's ‘Digital
India’ vision for our nation.

35
 • Digital Healthcare
• Affordable Devices
• Jio Drive
• Digital Education
• Digital Currency
• Digital Entertainment and social connectivity

LYF SMARTPHONES

In June 2015, Jio tied up with domestic handset maker Intexto supply 4G handsets enabled with
voice over LTE (VoLTE) feature. Through this, it plans to offer 4G voice calling besides rolling
out high-speed Internet services using a fiber network, in addition to the 4G wireless network.
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 [Link] more handset models have
been released so far, namely Water series, Earth series, and Flame series.

36
FLAME 6

Technical Specifications
MODEL LYF FLAME 6

CHIPSET Qualcomm® Snapdragon 210 MSM8905

GENERAL FEATURES Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G)*
Processor (CPU): Quad-Core 1.5GHz ,Screen Size: 4Inch

PERFORMANCE Chipset: Quad-Core 1.5GHz

Graphics (GPU): Mali 400 MP2@500MHz
RAM: 512 MB.
Screen Resolution: WVGA,

BATTERY Capacity: 1700 mAh,

Talktime: Up to 4.5 hours (4G)

STORAGE CAPACITY Internal Memory: 4 GB
Expandable Memory: Up to 32 GB

CONNECTIVITY 4G: yes (LTE)

CAMERA Front Camera : 2MP Fixed Focus, Flash : Rear LED Flash

37
FLAME 1

Technical Specifications
MODEL FLAME 1

CHIPSET Qualcomm® Snapdragon210 MSM8909

GENERAL FEATURES Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G),Processor: Quad-Core 1.1 GHz
Screen Size:4.5 Inch.

PERFORMANCE Graphics (GPU): Adreno 304 @ 409MHz

RAM: 1GB, Screen Resolution: FWVGA 480 x 854 pixel

BATTERY Capacity: 2000 mAh, Lithium-ion

Talktime: Up to 8 Hours (4G)

STORAGE CAPACITY Internal Memory: 8 GB

Expandable Memory: Up to 32 GB

CAMERA Rear Camera : 5MP Auto Focus

Front Camera : 5MP Fixed Focus, Flash : Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE CAT4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)

37
WIND 1

Technical specifications
MODEL LYF WIND 1

CHIPSET Qualcomm®SnapdragonTM 410

MSM8916 Operating System: Android

5.1 Lollipop
GENERAL SIM Slot: Dual SIM (4G+2G)
FEATURES Processor (CPU): Quad-core 1.2 GHz

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 410 MSM8916

Graphics (GPU): Adreno 306 @ 450 MHz
RAM: 1 GB,Screen Size 5 Inch, Screen Resolution: HD,720x1280pixel

BATTERY Capacity: 2300 mAh, Lithium - Ion Polymer

STORAGE CAPACITY Internal Memory: 8 GB,16 GB, Expandable Memory: Up to 64GB

CAMERA Rear Camera: 8 MP Auto Focus

Front Camera: 5 MP, Flash: Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)
38
WIND 5

Technical specifications
MODEL WIND 5

CHIPSET MTK 6735P

GENERAL FEATURES Operating System: Android Lollypop 5.1

SIM Slot: Dual SIM (4G+2G),
Processor (CPU): Quad-core 1.0GHz

PERFORMANCE Chipset: MTK 6735P , RAM: 1GB

Graphics (GPU): ARM (MaliT720-Mp1)@600 MHz

BATTERY Capacity: 2000 mAh, Lithium

ion Talktime : Up to 6.5 hours
(4G)

STORAGE CAPACITY Internal memory: 8 GB, Expandable Memory:Up to 32 Gb

CAMERA Rear Camera: 8 MP Auto Focus

Front Camera: 5MP, Flash: Rear Flash
CONNECTIVITY 3G: Yes
4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (HD Voice Call& video call)

39
WATER 1

Technical specifications

MODEL WATER 1

CHIPSET Qualcomm® SnapdragonTM 615 MSM8939

GENERAL Operating System: Android Lollipop 5.1.1

FEATURES SIM Slot: Dual SIM (4+2G) , Processor (CPU): Octa-Core 1.5 GHz

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz
RAM: 2GB,Screen resolution : Full HD, 1080x 1920 pixels

BATTERY Capacity: 2600 mAH, Lithium-ion polymer

STORAGE CAPACITY Internal: 16 GB,Expandable: 32 GB

CAMERA Rear Camera : 13 MP Auto Focus

Front Camera : 5MP Fixed Focus

Flash: Yes - Both Front and Rear

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)

40
WATER 2

Technical specifications

MODEL WATER 2

CHIPSET Qualcomm® Snapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.0.2

Screen size: 5 Inch, Screen Resolution: HD, 1280 x 720 pixels

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz
RAM: 2GB, Processor (CPU): Octa-Core 1.5GHz

BATTERY Capacity:2400mAh, Lithium-ionpolymer

STORAGE CAPACITY Internal memory: 16 GB

Expandable memory: 32 GB

CAMERA Rear Camera: 13 MP Auto Focus

Front Camera: 5MP Fixed Focus, Flash: Yes - Rear Camera

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)

41
WATER 7

Technical specifications

MODEL WATER 7

CHIPSET Qualcomm® Snapdragon 615 MSM8939

GENERALFEATURES OperatingSystem: AndroidLollipop5.1

SIM Slot: Dual SIM (4G+2G),
Sensors:Gravity or Finger print sensor

PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz
RAM: 2GB, Processor (CPU): Octa-core 1.5 GHZ

BATTERY Capacity: 3000 mAh,Lithium-ion polymer

Talktime: Up to 14 hours (4G)

STORAGE CAPACITY Internal memory: 16 GB

Expandable memory:Upto 128 GB

CAMERA Rear Camera : 13 MP Auto Focus

Front Camera : 5MP, Flash : Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)

42
EARTH 2

Technical specifications

MODEL EARTH 2

CHIPSET QualcommSnapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.1.1

SIM Slot: Dual SIM (4G+2G)
Octa core 1.5 GHZ, Sensors:Proximity or Light sensor
:
PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939
Graphics: (GPU): Adreno 405 @ 550 MHz
RAM : 3 GB,Screen Size: 5.5 Inch,Screen Resolution: Full HD

BATTERY Capacity: 3500 mAh, Lithium-ion polymer

Talktime: Up to 14 hours (4G)

STORAGE Internal memory: 32 GB

Expandable memory:Upto 64 GB

CAMERA Rear Camera : 15 MP Auto Focus

Front Camera : 5MP, Flash : Rear LED Flash

CONNECTIVITY 3G: Yes, 4G: Yes) , VoLTE (Video & HD Voice Call

43
JIO PHONE

Technical specifications

MODEL Jio Phone

CHIPSET Qualcomm® Snapdragon210 MSM8909

GENERAL FEATURES Operating System: KAI OS

SIM Slot: 1 (4G/LTE),Processor: Quad-Core 1.1 GHz
Screen Size:2.40 Inches.

PERFORMANCE Graphics (GPU): Adreno 304 @ 409MHz

RAM: 512MB, Screen Resolution: 240*320 pixels

BATTERY Capacity: 2000 mAh, Lithium-ion

Talktime: Up to 8 Hours (4G)

STORAGE CAPACITY Internal Memory: 4 GB

Expandable Memory: Up to 128 GB

CAMERA Rear Camera : 2-megapixel

Front Camera : 0.3-megapixel

CONNECTIVITY 3G: Yes, 4G: Yes ), LTE CAT4,VoLTE (Video &

HD Voice Call)

44
 Jionet WiFi
Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free
WiFihotspot services in cities throughout India including Ahmedabadand Suratin Gujarat,Indore,
Jabalpur, Dewasand Ujjainin Madhya Pradesh, select locations of Mumbaiin
Maharashtra,Kolkatain West Bengal,Lucknowin Uttar Pradesh, Bhubaneswarin
Odisha,Mussooriein Uttarakhand, Collectorate's Office in Meerut, and at MG Road in
Vijayawadaamong [Link]=Reliance Jio rolls out wi-fi service at IP sigra Mall in Varanasi
among others.
In March 2016, Jio started providing free Wi-Fiinternet to spectators at six cricket stadiums
hosting the 2016 ICC World Twenty20matches. Jionet was made available in
WankhedeStadium(Mumbai), Punjab Cricket Association IS Bindra Stadium(Mohali), Himachal
PradeshCricket Association Stadium(Dharamshala), Chinnaswamy Stadium(Bengaluru), Feroz
ShahKotla(Delhi), and Eden Gardens(Kolkata) in India.

Jio apps
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
SIMcardto use them. Additionally, most of the apps are in betaphase. Following is a list of apps:
• MyJio - Manage Jio Account and Digital Services associated with it
• JioPlay - A live TV channel service
• JioOnDemand - An online HD video library
• JioChat Messenger - An instant messaging app
• JioBeats - A music player
• JioJoin - A VoLTE phone simulator
• JioMags - E-reader for magazines
• JioXpressNews - A news and magazine aggregator
• JioSecurity - Security app
• JioDrive - Cloud-based backup too
• JioMoney Wallet - An online payments/wallet app.

45
JIO MIFI WIFI ROUTER

JIO PREVIEW OFFER FOR HP LAPTOPS:

 3 Months Free Unlimited 4G Internet (Connected with 31 Devices)

 3 Months Free Unlimited Calling (At any network)

 3 Months Free Unlimited SMS

 Life time Roaming Free (All India)

 Registration in E-mail is compulsory

 Available in Reliance store and Digital mini express store.

46
JIO PREVIEW OFFER (JPO)

 3 Months Free Unlimited 4G Internet in LYF smartphones and others all

4G smarthphones (Samsung, Micromax, Karbon, Lava, HTC, Gioni etc.)

 3 Months Free Unlimited Calling (At any network)

 3 Months Free Unlimited SMS

 Life time Roaming Free (All over India)

 2 Years Warranty (LYF handsets only)

Branding and Marketing

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

47
 CHAPTER-4

DATA ANALYSIS
AND
INTERPRETATION

48
TABLE-4.1

 AGE

Age No. of respondents % of respondents

20-25 53 62.36%

26-30 10 11.76%

31-35 14 16.47%

Above 36 08 9.41%

INTERPRETATION:
• 62.36% of the respondents are between the age group 20 – 25.
• 11.76% of the respondents are between the age group 26 – 30.
• 16.47% of the respondents are between the age group 31 – 35.

• 9.41% of the respondents are above 36 years of age.

49
CHART-4.1
 AGE

AGE
60

50

40
RESPONDENTS

30

20

10

0
20-25
26-30
31-35
Above36

20-25 26-30 31-35 Above36

[Link] RESPONDENTS 53 10 14 8

50
TABLE-4.2
 OCCUPATION

Occupation No. of respondents % of respondents

Students 42 49.41%

Business man 15 17.65%

Private employees 20 23.52%

Govt. employees 08 9.42%

INTERPRETATION:
• 49.41% of the respondents are Students.
• 17.65% of the respondents are Businessmen.
• 23.52% of the respondents are from Private employees.

• 9.42% of the respondents are Govt. employees.

51
CHART-4.2

 OCCUPATION

OCCUPATION
45

40

35

30
RESPONDENTS

25

20

15

10

0
Students
Bussiness man
Private employee
Govt. Employee

Students Bussiness man Private employee Govt. Employee

NO. OF RESPONDENTS 42 15 20 8

52
TABLE-4.3
 ANDROID MOBILE PHONE USERS.

Mobile users No. of respondents % of respondents

Yes 85 100%

No 0 0%

INTERPRETATION:
• 100% of the respondents are Mobile users.

53
CHART : 4.3
 ANDROID MOBILE PHONE USERS

ANDROID MOBILE PHONE USERS

90

80

70

60
Respondents

50

40

30

20

10

Yes
No

Yes No
[Link] RESPONDENTS 85 0

54
TABLE-4.4
 AWARNESS ABOUT RELIANCE JIO.

Awareness No. of respondents % of respondents

Yes 82 96.4%

No 3 3.6%

INTERPRETATION:
• 96.4% of respondents are aware about Reliance JIO.
• 3.52% of respondents are not aware about Reliance JIO

55
CHART-4.4

 AWARNESS ABOUT RELIANCE JIO.

AWARENESS ABOUT RELIANCE JIO

90
80
70
60
Respondents

50
40
30
20
10
0

Yes
No

Yes No
[Link] RESPONDENTS 82 3

56
TABLE:4.5

 AVERAGE MONTHLY EXPENDITURE ON MOBILE (in RS).

Expenditure (Rs) No. of respondents % of respondents

Rs100-Rs200 26 24.70%

Rs200-Rs300 22 30.5%

Rs300-Rs400 18 22.35%

Above Rs500 4 22.3%

INTERPRETATION:
• 24.7% of respondents are monthly expenditure on mobile.
• 30.5% of respondents are monthly expenditure on mobile.
• 22.35% of respondents are monthly expenditure on mobile.

• 22.3% of respondents are monthly expenditure on mobile.

57
CHART-4.5

 AVERAGE MONTHLY EXPENDITURE ON MOBILE (in RS).

MONTHLY EXPENDITURE
30

25

20
Respondents

15

10

0
RS100-200
RS200-300
RS300-400
Above 500

RS100-200 RS200-300 RS300-400 Above 500

[Link] RESPONDENTS 21 26 19 19

58
TABLE:4.6

 KNOW ABOUT RELIANCE JIO.

Sources No. of respondents % of respondents

News paper 17 20%

Advertisement 43 50.5%

Mouth publicity 21 24.7%

Hoarding 4 4.7%

INTERPRETATION:
• 20% of respondents are known by News paper.
• 50.5% of respondents are known by Advertisement.
• 24.7% of respondents are Mouth publicity.
• 4.7% of respondents are Hoardings.

59
CHART-4.6

 KNOW ABOUT THE SOURCES TO CAME RELIANCE JIO.

KNOW ABOUT THE SOURCES TO CAME

RELIANCE JIO.
45

40

35
30
Respondents

25
20
15
10
5
0
News paper
Advertisement
Mouth publicity
Hoardings

News paper Advertisement Mouth publicity Hoardings

[Link] RESPONDENTS 17 43 21 4

60
TABLE : 4.7

 USING TIME OF RELIANCE JIO SERVICES.

Users No. of respondents % of respondents

Less than one month 8 9.4%

2-6 months 25 29.4%

6-12 months 20 23.5%

More than 1year 32 37.64%

INTERPRETATION:
• 9.4% of respondents are user of
• 29.4% of respondents are user of 2-3 months.
• 23.5% of respondents are user of 4-5 months.
• 37.64% of respondents are Non user.

61
CHART-4.7

 USING TIME OF RELIANCE JIO SERVICES.

USING TIME OF RELIANCE JIO SERVICES.

35

30

25
Respondents

20

15

10

0
Less than 1-
month 2-6 month
6-12 month
More than 1
year

Less than 1-month 2-6 month 6-12 month More than 1 year
[Link] RESPONDENTS 8 25 20 32

62
TABLE : 4.8

 FEATURE OF RELIANCE JIO CONVINCED IN CUSTOMER.

Convincing factor No. of respondents % of respondents

Connectivity 29 34.1%

Scheme 37 43.5%

Advertisement 13 15.29%%

Goodwill 6 7.05%

INTERPRETATION:
• 34.1% of respondents are convinced with connectivity.
• 43.5% of respondents are convinced with scheme.
• 15.29% of respondents are convinced with Advertisement.

• 7.05% of respondents are convinced with goodwill.

63
CHART-4.8

 FEATURES OF RELIANCE JIO CONVINCED IN CUSTOMER.

FEATURES OF RELIANCE JIO CONVINCED

IN CUSTOMER.
40

35

30
RESPONDENTS

25

20

15

10

0
Connectivity
Schemes
Advertisement
Good will

Connectivity Schemes Advertisement Good will

[Link] RESPONDENTS 16 28 3 38

64
TABLE : 4.9
 LIKE MOST WHILE USING THE RELIANCE JIO SERVICES.

Services No. of respondents % of respondents

Data services 43 50.5%

Call rate 7 8.2%

Network coverage 31 36.4%

Value added services 4 4.70%

INTERPRETATION:
• 50.5% of respondents are in favour of Data services.
• 8.2% of respondents are in favour of Call rates.
• 36.4% of respondents are in favour of Network coverage.
• 7.14% of respondents are in favour of Value added services.

65
CHART-4.9

 RELIANCE JIO SERVICES.

RELIANCE JIO SERVICES

45

40

35
No. of Respondents

30

25

20

15

10

0
Data service
Call rate
Network
coverage Value-Added
service

Data service Call rate Network coverage Value-Added service

[Link] RESPONDENTS 43 7 31 4

66
 TABLE :4.10

 CUSTOMER CHOOSE THIS SERVICE.

Choose the service No. of respondents % of respondents

Calling services 16 18.8%

Data services 28 32.9%

Sms services 3 3.5%

All services 38 44.7%

INTERPRETATION:
• 18.8% of respondents are chosen to Unlimited calling services.
• 32.9% of respondents are chosen to Unlimited Data services..
• 3.5% of respondents are chosen to Unlimited Sms services..
• 44.7% of respondents are chosen to All services.

67
CHART : 4.10

 CUSTOMER CHOOSE THIS SERVICE

CUSTOMER CHOOSE THIS SERVICE

40

35

30

25
Respondents

20

15

10

0
Call services

Data services Sms services

All services

Call services Data services Sms services

All services
[Link] RESPONDENTS 16 28 3 38

68
TABLE-4.11

 CALL AT CUSTOMER CARE.

Call at customer care No. of respondents % of respondents

Yes 53 62.3%

No 32 37.6%

INTERPRETATION:
• 62.3% of respondents are call at customer care.
• 37.6% of respondents are didn’t call at customer care.

69
CHART-4.11

 CALL AT CUSTOMER CARE

CALL AT CUSTOMER CARE

60

50

40
Respondents

30

20

10

Yes

No

Yes No
[Link] RESPONDENTS 53 32

70
TABLE-4.12

 OFTEN TO CALL AT CUSTOMER CARE

Customer call No. of respondents % of respondents

Daily 0 0%

Once in week 6 7.05%

Once in month 19 22.3%

Rarely 60 70.5%

INTERPRETATION:
• 0% of respondents are made call customer care daily.
• 7.05% of respondents are made call customer care weekly.
• 22.3% of respondents are made call customer care monthly.
• 70.5% of respondents are made call customer care rarely.

71
CHART-4.12

 OFTEN TO CALL AT CUSTOMER CARE

OFTEN TO CALL AT CUSTOMER CARE

60

50

40
Respondents

30

20

10

0
Daily
Once in weak
Once in month
Rarely

Daily Once in weak Once in month Rarely

[Link] RESPONDENTS 0 6 19 60

72
TABLE -4.13
 REASON FOR CALL CUSTOMER CARE

Reason No. of respondents % of respondents

Value added services 6 7.05%

Schemes 22 25.8%

Complaints 34 40%

Queries 23 27.05%

INTERPRETATION:
• 7.05% of respondents are made call for value added services.
• 25.8% of respondents are made call for new schemes.
• 40% of respondents are made call for complaints.
• 27.05% of respondents are made call for other queries.

73
CHART-4.13

 REASON FOR CALL CUSTOMER CARE

REASON FOR CALL CUSTOMER CARE

35

30

25
Respondents

20

15

10

0
Value-added
service Information
regarding new Compliance
scheme Other queries

Information
Value-added service regarding new Compliance Other queries
scheme
[Link] RESPONDENTS 6 22 34 23

74
 TABLE -4.14

12. What should be improved in Reliance JIO services

Improvement No. of respondents % of respondents

Improve in Network 40 47.05%

coverage

Remove calling 16 18.8%

congestion

Upgrade in Android 09 10.5%

version

Others 20 23.5%

INTERPRETATION:
• 47.05% of respondents are dissatisfied with poor network coverage.
• 18.8% of respondents are dissatisfied with call drop.
• 10.5% of respondents are dissatisfied with old version.
• 23.5% of respondents are dissatisfied others.

75
CHART-4.14

 SHOULD IMPROVED IN JIO SERVICES

SHOULD IMPROVED IN JIO SERVICES

40

35

30
Respondents

25

20

15

10

0
Improve in
network Remove calling
coverage congestion Upgrade in
Android version Others

Improve in network Remove calling Upgrade in Android

Others
coverage congestion version
[Link] RESPONDENTS 40 16 9 20

76
 TABLE -4.15

 LIKE TO RECOMMEND OTHERS

Recommendation No. of respondents % of respondents

87.05%
Yes 74

No 11 12.9%

INTERPRETATION:

 87.05% of respondents are recommended others.

 12.9% of respondents are not recommended others.

77
CHART-4.15

 LIKE TO RECOMMEND OTHERS

LIKE TO RECOMMEND OTHERS

80

70

60

50
Respondents

40

30

20

10

Yes

No

Yes No
[Link] RESPONDENTS 74 11

78
TABLE-4.16

 RELIANCE JIO SERVICES ON BASIS OF CUSTOMER SATISFACTION.

Services Highly Dissatisfied Neutral Satisfied Highly

Dissatisfied Satisfied

Network 
coverage

Data service 

Calling service 

Value added 
services

Customer care


New schemes 

and offers

79
TABLE-4.17
 CUSTOMER SATISFACTION LEVEL

Satisfaction Level No. of respondents % of respondents

Highly dissatisfied 4 4.7%

Dissatisfied 1 1.1%

Neutral 10 11.7%

Satisfied 52 61.1%

Highly Satisfied 18 21.1%

INTERPRETATION:
• 4.7% of respondents are highly dissatisfied Reliance JIO service.
• 1.1% of respondents are dissatisfied Reliance JIO service.
• 11.7% of respondents are neutral Reliance JIO service.
• 61.1% of respondents are satisfied Reliance JIO service.
• 21.1% of respondents are highly satisfied Reliance JIO service.

80
 CHART - 4.17

 SATISFACTION LEVEL

Satisfaction Level

55

45

35
Respondents

25

15

Highly Dis- Dissatisfied Neutral Satisfied Highly Satis-

satisfied fied
[Link] respon- 4 1 10 52 18
dents

81
82
CHAPTER-5

FINDINGS,
SUGGESTIONS
AND
CONCLUSION

83
 FINDINGS

The following are the findings of the study.

1. While conducting the survey, I found that most of 94.1% respondents are satisfied with
Reliance JIO, and 5.9% of respondents are not satisfied. Because still they have network
problem in deep rural areas.
2. The majority of respondent are came from the age of 20 to 25 years.
3. Reliance JIO has wide market captured in Trichy. LYF handsets are highly demanded in the
market by its customers.
4. Most of the customers are preferred to buy and utilize the LYF handsets because its demand
is very high in the area of Trichy.

5. Customers are satisfied the 4G unlimited services as comparison to others services.

6. Reliance JIO is the market leader in Trichy areas, all the customers are preferred its products
& service.
7. Reliance JIO is enhanced the potential market share in Trichy.
8. Highly competition among other mobiles Samsung, Redmi, HTC. But LYF handsets are more
preferred by the customers.
9. Wide network coverage is available in Trichy areas.
10. The main reason for the prefer Reliance JIO is due to speed network.
11. The overall satisfaction of customer based on the network speed and call roaming.
12. The uniqueness of the Reliance JIO network as a compare to other networks better
satisfaction in customers.
13. LYF handsets are highly selling products in Trichy markets. Because unlimited 4G
schemes are considered by customers.
14. Based on the overall experience with Reliance JIO customer are fully satisfied with
the services and other commodities.

At last it can be said that there are a lot of scope of Reliance jio market in near future.

84
SUGGESTIONS

1. Spread out the advertisements about Reliance JIO in deep rural areas.

2. Replenish the products on Retailer’s shop on right time, where it is lacking.

3. Remove(exterminate) the problem of calling congestion & call drop.

4. Make the advertisement of Reliance JIO by putting hoardings, boards, posters and neon
(electric) sign boards in every areas. It should be highlighted punch line ”LYF DEKHO LYF
JAISI”.

5. Get the feedback from existing customers about Reliance JIO and take the reference
for making new customers.

6. We should try building a good relationship with all retailers, praise, recognition &
honour on several occasion for our retailers would help a lot.

7. The customer care people and also employees in Reliance JIO should try to convey
brand Reliance JIO while talking to people.

8. Enhance the market penetration & shares in every market and give the high competition to
others company.

85
CONCLUSION

Reliance JIO has become a very successful brand in India & providing customer satisfaction is
to be there main motive. It provides voice calling and daily data services & daily 100 SMS on
the move as people are more dependent on it in their daily lives like wide network coverage and
good 4G [Link] 3G services was unable to meet out customer needs and [Link]’s
why 4G has been evolved for Indian customers.

Reliance JIO possesses congestion free & wide network coverage, attractive 4G schemes &
customer services as well as lifetime roaming free services.

Providing customer satisfaction is the most crucial step of the company as they are to be satisfied
and provides Internet access on the move such as Wide network coverage and good 4G services
as they are important and technology advanced stuff required by almost everybody in today’s
environment,
Reliance JIO is a home brand company and a very emerging brand in India and will be successful
in overseas market in upcoming years. It possesses congestion free & wide network, attractive
4G schemes & customer services to cover one of the widest areas.

From the details it can be concluded that 80% of Reliance JIO users preferred to remain with
Reliance JIO and fully satisfied. Also good number of customers who are willing to switch from
their respective subscribers showed interest in Reliance JIO. Reliance JIO is capturing the wide
area of Indian markets increasingly day by day. Hence, these statistics imply a bright future for
the company. It can be said that in near future, the company will be booming in the telecom
industry.

86
BIBLIOGRAPHY

87
BIBLIOGRAPHY

Referred Books:
 Kothari. C.R (2004): Research Methodology Methods & Techniques‟, New
Age International Publishers, New Delhi, 2nd Edition.
 Principles of Marketing –Philip Kotler & Kevin keller edition 12

 Market Research – D.D. Sharma

 Research Methodology – C.R. Kothari

 Books & magazine on mobile communication-Kamil Sh. Zigangirov.

Articles:
 Mukesh Ambani'sson Akash Ambani joins Reliance Industries; begins at
telecomarm Reliance Jio,The Economic Times
 Reliance Jio Infocomm launches 4G services for employees, The Economic
Times, December 27, 2015, retrieved December 29, 2015
 Reliance Industries buys 95% stake in IBnfotel Broadband for Rs 4,800
cr,TheEconomic TimesBusiness Line
 Reliance Jio employees to get freebies, discount on 4G service, Gadgets 360 -
NDTV, December 25, 2015, retrieved December 29, 2015
 Reliance to launch Jio by Dec, setto kick off pricing war, Business Standard

Web Sites:
[Link]

[Link]

[Link]

[Link]

88
 A STUDY ON CUSTOMER SATISFACTION TOWARDS RELIANCE JIO
WITH SPECIAL REFERENCE TO TRICHY TOWN
Questionnaire
NAME:---------------------------------------------
AGE:--------------------------GENDER: -------------
OCCUPATION:---------------------------------
MOBILE NO: ------------------------------------
ADDRESS: ----------------------------------------

1. Do you have an Android mobile phone?

a) Yes b) No
2. Are you aware about Reliance JIO?
a) Yes b) No
3. What is your average monthly expenditure on mobile (in
RS)? a) Rs100-Rs200 b) Rs200-Rs300
c) Rs300-Rs400 d) Above Rs500
4. From which source you came to know about Reliance JIO?
a) Newspaper b) Advertisement
c) Mouth publicity d) Hoardings
5. Since how long you are using Reliance JIO services?
a) Less than one-month b) 2-6 months
c) 6-12 months d) More than 1 year
6. Which feature of Reliance JIO convinced you to use this?
a) Connectivity b) Schemes
c) Advertisement d) Good will
7. Which service do you like most while using the Reliance JIO services?
a) Data services b) Call rate
c) Network coverage d) Value-added services

89
 8. Why did you choose this service provider?
a) Calling services b) Daily data services
c) SMS services d) All services
9. Do you call at customer care?
a) Yes b) No
10. If Yes, how often you call at customer care?
1. Daily 2. Once in week
3. Once in month 4. Rarely
11. For what reason do you call customer care?
a) Value-added services b) Information regarding new schemes
c) Complaints d) Other queries
12. What should be improved in Reliance JIO services
a) Improve in Network coverage b) Remove calling congestion
c) Upgrade in Android version d) Others
13. Would you like to recommend others?
a) Yes b) No
14. Rate the following Reliance JIO services on the basis of your satisfaction? (Tick)

Services Highly Dissatisfied Neutral Satisfied Highly

Dissatisfied Satisfied

Network
coverage
Data service

Calling service

Value-added
services

90
Customer care

New schemes
and offers

15. Are you satisfied with Reliance JIO services?

a) Highly dissatisfied b) Dissatisfied c) Neutral
d) Satisfied e) Highly satisfied

91
92