A project report on jio By Rajat Kumar

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A PROJECT REPORT ON
“CONSUMER PERCEPTION AND
SATISFACTION TOWARDS RELAINCE JIO”
Requirement for the award of
DAV COLLEGE, ABOHAR
(Batch 2015-2018)
(At Abohar)
SUBMITTEED TO :- SUBMITTED BY :-
Mrs. HARVINDER KAUR RAJAT KUMAR
H.O.D COMMERCE DEPARTMENT Roll no.15043253

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DECLARATION
I hereby declare that the Project Report titled “CUSTOMER
SATISFACTION AND PERCEPTION TOWARDS RELAINCE
JIO” is my original work and has not been published or submitted
for any degree, diploma or other similar titles elsewhere. This has
been undertaken for the purpose of partial fulfillment of
BACHLEOR OF BUSINESS ADMINISTRATION AT DAV
COLLEGE ABOHAR.
Signature of the student:-
Student name : Rajat Kumar
Student Roll No. : 15043253

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PREFACE
This project report attempts to bring under one cover the entire hard
work and dedication put in by me in the completion of the project
work on CUSTOMERSATISFACTION AND PERCEPTION
TOWARDS RELAINCE JIO.
I have expressed my experiences in my own simple way. I hope
who goes through it will find it interesting and worth reading. All
constructive feedback is cordially invited.

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ACKNOWLEDGEMENT
It is my proud privilege to release the feelings of my gratitude to
several persons who helped me directly or indirectly to conduct this
research project work.
I am extremely thankful to my parents and faculty members of DAV
College, Abohar for their coordination and cooperation and for their
guidance and encouragement.
I also thank all my friends who have more or less contributed to the
preparation of this project report.
The study has indeed helped me to explore more knowledgeable
avenues related to my topic and I am sure it will help me in my
future.
(Rajat Kumar)

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Introduction to TELECOM
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 lakh. 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 tele density has
increased to 81.82% as of 30 November 2015, and the total numbers of telephone phone
users (mobile & landline) have reached 1009.46 million as of May,2015.Now currently
telephone subscriber (mobile & landline) is 1058.01 million (May 2016). The company is
reconfiguring to meet the growing demand for mobile services. It will differentiate our

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mobile services from our competitors through ongoing investment in technology,
distribution and customer services, providing both a great customer experience and
competitive value.
COMPANY PROFILE
Headquarter Navi Mumbai, Maharashtra, India
Formally called Reliance Jio Infocomm Limited
Type Subsidiary
Industry Telecommunication
Key People Sanjay Mashruwala (Managing Director)
Jyotindra Thacker (Head of IT)

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Akash Ambani (Chief of Strategy)
Products Mobile telephony, Broadband, 4g data services, Jio apps.
Parent Reliance Industry
Website www.jio.com
Founder Mukesh Ambani
Founded 2010, 8 years ago
Subsidiary LYF
Reliance Jio Infocomm Limited or Jio is an 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 5th September 2016.
Reliance Jio Infocomm Limited, more popular known as Reliance Jio, recently shot to
news when Mukesh Ambani announced the ideas and plans of Jio which shook the
industry. Share prices of Airtel, Vodafone, and Idea fell considerably when the launch
of Jio was made. Though the Lyf phones and Jio sim had already started doing the
rounds through preview offer, this was the first proper launch event that took the
industry by storm.

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HISTORY
In 2005, Reliance Industries Limited split and there was one major de-merger of note
for Mukesh Ambani. His dream project- Reliance Infocom became a part of Anil
Dhirubhai Ambani Group. Mukesh Ambani went on to acquire Infotel Broadband
Services Limited. The company was the only successful bidder for pan-India 4G
network. Reliance then worked on establishing base for high-speed optical fibre 4G
network. It is actually capable of much more than 4G.
Then slowly and steadily, Lyf phones made foray into the market with Jio preview
offers. Free unlimited data for 3 months and free voice calls and sms was the way they

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entered the market. Lyf phones seemed a decent deal, but it was Jio sim that caught
people’s eyes.
Jio Products and Services
Jio 4G BROADBAND
.

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Jio 4G Broadband is one of the game-changers. The destructive idea that RJIL has
proposed, has shook the market. With Jio 4G broadband, people may be able to access
high-speed broadband for as low as Rs. 50 per GB. With 2300 Hz spectrum for 4G all
over India- 22 circles, and 800Hz and 1800Hz spectrum for 4G in 10 and 6 circles
respectively, Jio has it all covered.
The licenses are valid till 2035. With 250,000 km of fibre network across the country, it
is supposed to be the fastest and the widest network with least data drop. With Jionet
WiFi, it can be used to transmit WiFi in homes and offices at affordable prices
LYF Smartphones

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Jio had earlier tied up with Intex for providing handsets with 4G VolTe technology all
over the country. They manufactured several models low on cost and high on features-
ready for the next level of 4G and voice telephony. However, they soon decided to
launch their own brand of phones. They named the range as Lyf phones. The names
have been consistent with the models such as Water 1, Water 2, Flame 1, Flame 2,
Wind, Earth, among others.
At present, the company offers more than 15 handsets with varying range of features.
They are mostly made in China phones repackaged as Lyf phones. They come with a Jio
preview offer, prior to September 5, the only way to get access to a Jio Sim.
Jio apps
Jio Apps- announced free till 2017, are one of the major ideas of investment of RJIL.
With subscription-based apps across various categories- all in beta phase so that they
can be tested and more content can be added easily, they have a base to get large
numbers of users through these apps alone. At present, the following apps are

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available in beta phase only for Jio sim users (although anyone can download, it
requires Jio sim to use them),
 JioTV – live TV services
 JioCinema – just like Netflix, a video library.
 JioChatMessenger – like Whatsapp, a messenger service for Jio users.
 JioMusic – music player and subscription model.
 JioJoin- Volte Phone Simulator
 JioMags- Magazine reader and subscriptions
 JioXpressNews – News and daily events
 JioSecurity – Security app
 JioDrive Cloud storage app
 JioMoney Wallet – like Paytm and Airtel money.

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LYF-powered JioFi is a portable broadband device brought to you by Reliance Digital. JioFi
device allows multiple users and mobile devices to access Jio's 4G high-speed internet
connectivity and create a personal Wi-Fi hotspot. The LYF-powered JioFi device can connect
a minimum of 10 devices + 1 USB connection, with some models having the ability to
support many more connections.
JIO PREVIEW OFFER (JPO)
 3 Months Free Unlimited 4G Internet in LYF smartphones and others all 4G
smartphone
 3 Months Free Unlimited Calling
 3 Months Free Unlimited SMS (audio+video)

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Branding and Marketing
On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's brand
ambassador.
BUSINESS FOCUS
Reliance’s vision for India is that broadband and digital services will no longer be a luxury
item. Rather, Reliance envisions an India where these are basic necessities to be consumed
in abundance by consumers and small businesses alike, as much in far-flung villages as in
our largest cities. The initiatives are truly aligned with the Government of India's ‘Digital
India’ vision for our nation.
Affordable Devices: Jio has worked with all the leading device manufacturers of the world to
ensure availability of 4G LTE smartphones across all price points – from ultra-premium
models on one hand, to entry level models on the other.
Digital Communication: The application Jio4GVoice brings the 4G communication suite to all
smartphones. With its RCS (Rich Communication Services) features like Enriched calling,
Chat, File share and Unified Messaging, it redefines the calling and messaging experience. It
also enables Jio’s cutting edge voice and video call service on non-VoLTE smartphones.
Digital Currency: Jio envisions a new India which will use digital currency instead of paper
money for a more secure and convenient way to transact. Jio Money, Jio’s digital currency
and digital payments business, will play a crucial role in this by offering a platform for
ubiquitous, affordable and secure digital payments.

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Jio Drive: Micro and small businesses will soon have access to cutting-edge cloud storage
technologies which were once affordable to big companies only, giving them a new edge to
compete on a global landscape. Jio Drive is an application that brings powerful cloud
capabilities to every smartphone. Using Jio Drive, anyone can store, sync and share any
content between their own devices and also with their friends.
Digital Education: Teachers and students from far flung areas can connect with each other,
crowd-source knowledge and adapt new age learning techniques and thus lift the level of
education to a completely different plane.
Digital Healthcare: Expert medical advice would be available anytime, anywhere - with
medical practitioners able to grow their practice without constraint, and provide quality of
life to the crores that make up our country.
Digital Entertainment and social connectivity: Jio Chat is a powerful communication
application that integrates chat, voice, video calling, conferencing, file sharing, photo
sharing and much more. Jio Play enables users to watch HD TV anytime, anywhere on any
device, from hundreds of channels, across categories and languages. Jio Beats is a premier
digital music streaming service that gives instant access to millions of songs and curated
playlists. Jio Mags and Jio News provide access to the most popular collection of magazines
and news from leading publishing houses across multiple languages.
Digital Entrepreneurship: Jio is building is a powerful platform on which a range of rich
digital products and services can be enabled - digital currency, digital commerce, digital
education, digital healthcare, e-governance, Smart Cities, M2M and the Internet of Things. It
does not matter whether these services are created by Jio itself, its ecosystempartners or
anyone globally. Reliance is committed to the principles of Net Neutrality.

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MISSION STATEMENT OF RELAINCEJIO
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 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 STATEMENT OF RELIANCE JIO

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“We will leverage our strengths to execute complex global-scale projects to facilitate leading
edge information and communication services affordable to all individual consumers and
businesses in India. We will offer unparalleled value to create customer delight and enhance
business productivity .We will also generate value for our capabilities beyond Indian borders
and enable millions of India's knowledge workers to deliver their services globally.”
Chapter 2

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Literature Review
Review of literature
Abhishek Kumar Singh and MalharPangrikar (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 4 G and are willing to switch to it
from their current service provider. Speed of 4G is around than 30 to 35 MBPS, is going too
boom the Market. Because majority of the companies are facing Speed problem with their
current ISP.
Irfan Ullah (2012) Did a study titled“A study and analysis of Public WiFi”. The objective of
this survey is to compare different technologies with WiFi in terms of cost factor, bandwidth
and performance factor, and technology implementation factor The goal of this thesis is to
analyze and compare different wireless network technologies with as focus on availability,
number of nodes, total cost, end-user cost, vendor cost, range, reliability and security. The
goal is to compare Local Area Network Wi-Fi technology (IEEE 802.11 a/g) with mobile
wireless technology like 3G, 4G and LTE.

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Ayvazian, B., 2010 did a study on the other backs LTE – “Long Term Evolution (LTE) has
entered the mobile market as 3G has achieved wide deployment by mobile operators and
subscriber adoption worldwide. Mobile broadband traffic is exploding at 100 percent per
year in many markets, largely due to the growing popularity of 3G-enabled smart-phones,
laptops, and tablet computers. To address this growing demand for mobile broadband, the
3rd Generation Partnership Project (3GPP) standards body developed LTE as the next logical
technological step for over 4 billion mobile subscribers on existing 3GPP and 3GPP2
networks. 7 On the one hand, LTE serves as the evolutionary path from 3G to 4G,
transforming the mobile industry by supporting ultra-fast broadband, significantly improving
the user experience, substantially improving end-user throughputs, increasing sector
capacity, and reducing user plane latency. LTE is designed as a simple and flat, all-IP data-
centric network architecture resulting in low operating costs for operators. LTE has an
extremely low latency between network elements and end-to-end devices which is about 10
times lower than that of current 3G networks. LTE leverages existing mature radio
technologies while also taking advantage of the fast moving semiconductor processing
technologies that enables a low cost deployment even from the very beginning.”
Liwen Zhang (2010) did a study titled “a survey on long term evolution” Long Term
Evolution (LTE) is a significant project of 3rd Generation Partnership Project (3GPP), initially
proposed on the Toronto conference of 3GPP in 2004 and officially started as LTE work item
in 2006. LTE, as a transition from the 3rd generation (3G) to the 4th generation (4G), has
achieved great capacity and high speed of mobile telephone networks without doubt. It
defines a new packet-only wideband radio with flat architecture and assumes a full Internet
Protocol (IP) network architecture in order to assure voice supported in packet domain in
design. In addition, it is combined with top-of-the-line radio techniques in order to gain
better performance than Code Division Multiple Access (CDMA) approaches. LTE provides
scalable carrier bandwidths from 1.4 MHz to 20 MHz and frequency division duplexing
(FDD), as well as time division duplexing (TDD). In this paper, it presents an overall
description of LTE technology separately in different aspects of LTE architecture and
technical principles to clarify how LTE as a radio technology achieves a high performance for
cellular mobile communication systems.

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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.
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.
At the moment, many companies have established projects for 4G systems
development. 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.
In this literature review, the consumer perceptions about 4G services in India. The
objectives of the study was
(1) to find the most influencing factor in selection of service provider, and

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(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
company. The 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”
Chapter 3
Research Methodology

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Objective of the study
To study of customer satisfaction and perception level on Reliance JIO products & services.
 To study the importance and development of the telecommunication industry in
India.
 To study the customer perception and satisfaction level on Reliance JIO products &
services.
 To find the market potential and market penetration of reliance jio products and
services.
 To study on need and usage of internet data in telecommunication market.
 To study on competition and problems faced by telecom companies in India.
Scope of the study
This study covers the mindsets of customers about Reliance JIO in the areas of Abohar. The
study makes effort to ascertain the satisfaction level of customer of Reliance JIO. Through
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

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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.
Source for data collection
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.
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.
Sample Size
Sample size refers to the numbers of respondents researcher have selected for the
survey.
I have selected 50 sample units from market and individual customers.

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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 collecting sample, I went many places of Abohar.
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 14 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.
Method of sampling
Convenient sampling is used to do sampling as all the customers in the sites are Surveyed.

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Chapter 4
Data Analysis
And
Interpretation

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

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Personal details
Gender
Gender Frequency Percentage
Male 34 68%
Female 16 32%
Total 50 100%

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Interpretation
From the above table it can be seen that
68% respondents are Male
32% respondents are Female
Occupation
Occupation Percentage Frequency
68%
32%
Gender
Male
Female

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Students 42 21
Govt. employees 8 4
Private 44 22
Housewife 6 3
Total 100 50
Interpretation
From the above table it can be seen that
 42% respondents are students
 8% respondents are government employees
42%
8%
44%
6%
Occupation
Students
Govt
Private
Housewife

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 4% respondents are private employees
 6% respondents are housewife
Que 1. Since when you are using jio ?
Time Period Frequency Percentage
Less than three month 5 10%
3 to 4 months 7 14%
More than 4 months 37 74%
Not user 1 2%
Total 50 100%

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Interpretation
 10% respondents are using since less than 3 months
 14% respondents are using since 3-4 months
 74% respondents are using from more than 4 months
 2% respondents are not user of jio
Que 2. From which source you came to know about Jio ?
10%
14%
74%
2%
Sales
1st Qtr
2nd Qtr
3rd Qtr
4th Qtr

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Sources Frequency Percentage
Television 8 16%
Newspaper 1 2%
Internet 11 22%
Family & Friends 30 60%
Total 50 100%
Interpretation
16%
2%
22%
60%
82%
Sales
Television
Newspaper
Internet
Family & Friends

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 16% respondents came to know about jio from Television
 60% respondents from Family and Friends
 22% from Internet
 2% from newspaper
Que 3 Which feature of reliance jio convinced you to use this ?
Feature Frequency Percentage
Connectivity 15 30%
Advertisement 4 8%
Schemes 30 60%
Goodwill 1 2%
Total 50 100

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Interpretation
 30% respondents convinced from connectivity
 8% respondents from Advertisements
 60% respondents from Schemes
 2% respondents from Goodwill
Que 4. Which service do you like the most while using reliance jio ?
Service Frequency Percentage
Data services 25 50%
30%
8%60%
2%
Features
connectivity
Advertisement
Schemes
Goodwill

37
Call rate 7 14%
Network coverage 18 36%
Value added services 0 0%
Total 50 100%
Interpretation
 50% people like Data services
 14% people like Call rate
 36% people like network coverage
 0% people like value added services
50%
14%
36%
0%
Services
Data Servuices
Call rate
Network coverage
Value added services

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Ques 5. Why did you choose this service provider ?
Services Frequency Percentage
Unlimited calling
services
11 22%
Unlimited sms services 0 0%
Unlimited data services 11 22%
All services 28 56%
Total 50 100%

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Interpretation
 22% respondents choose jio because of unlimited calling services
 22% respondents choose jio because of unlimited data services
 56% respondents choose jio because of unlimited all services
 0% respondents choose jio because of unlimited sms services
Ques 6. Have you called anytime at customer care ?
Respondents Frequency Percentage
22%
0%
22%
56%
Services
Unlimited calling services
Unlimited sms services
unlimited data services
All services

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Yes 12 34%
No 38 76%
Total 50% 100%
34%
76%
Caller
Yes
No

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Interpretation
 34% respondents made call to customer care
 76% respondents not made call to customer care
Ques 7. If yes, For what reason do you call customer
care(cc) ?
Reason Frequency Percentage
Value added Services 0 0%
Complaints 7 14%
Information of new
schemes
3 6%
Other queries 2 4%
Not Called Or Not
answered
38
76%

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Total 50 100%
Interpretation
 14% respondents called cc for complaints
 7% respondents called cc for taking information regarding new schemes
 4% respondents called cc for other queries
 76% respondents not called cc or not answered
0%
14%
7%
4%
76%
Services
Value added services
Complaints
Information
Other queries
Not called or Not answered

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Ques 8. Rate the following Reliance jio services on
the basis of your satisfaction ?
8.1 Network Coverage
8.2 Data services
8.3 Calling services
8.4 Value added services
8.5 Customer care
8.6 New schemes and offers
:-
8.1 Network coverage

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Satisfaction Frequency Percentage
Excellent 25 50%
Very good 20 40%
Fairly good 3 6%
Average 0 0%
Poor 1 2%
Not answered 1 2%
Total 50 100%
50%
40%
6%
0% 2% 2%
Satisfaction
Excellent
Very goog
Fairly good
Average
Poor
Not answered

45
Interpretation
 50% respondents said network coverage is Excellent
 40% said very good
 6% said fairly good
 2% said poor
 2% not answered
8.2 Data Services
Excellent 19 38%
Very Good 22 44%
Fairly good 6 12%
Average 1 2%

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Poor 0 0%
Not answered 2 4%
Total 50 100 %
Interpretation
 38% respondents said data service is Excellent
 2% said average
 0% said poor
 4% not answered
38%
44%
12%
2%
0%
4%
Satisfaction
Excellent
very good
fairly good
average
poor
not answered

47
8.3 Calling services
Excellent 36 72%
Very Good 11 22%
Fairly good 2 4%
Average 0 0%
Poor 0 0%
Not answered 1 2%
Total 50 100 %

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Interpretation
 72% respondents said Calling service is Excellent
 0% said average
 0% said poor
 2% not answered
8.4 Value added services
Excellent 13 26%
Very Good 27 54%
72%
22%
4%
0%
0%
2%
satisfaction
Excellent
very good
fairly good
average
poor
not answered

49
Fairly good 7 14%
Average 1 2%
Poor 0 0%
Not answered 2 4%
Total 50 100 %
Interpretation
 26% respondents said value added service is Excellent
 2% said average
 0% said poor
 4% not answered
26%
54%
14%
2% 0% 4%
Satisfaction
excellent
very good
fairly good
average
poor
not answered

50
8.5 Customer care
Excellent 7 14%
Very Good 16 32%
Fairly good 15 30%
Average 5 10%
Poor 2 2%
Not answered 5 20%
Total 50 100%

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Interpretation
 14% respondents said Customer care is Excellent
 10% said average
 2% said poor
 20% not answered
8.6 New Schemes and offers
14%
32%
30%
10%
2%
20%
satisfaction
Excellent
very good
fairly good
average
poor
not answered

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Excellent 18 36%
Very Good 25 50%
Fairly good 5 10%
Average 1 2%
Poor 0 0%
Not answered 1 2%
Total 50 100%
36%
50%
10%
4% 0% 2%
satisfaction
Excellent
Very good
Fairly good
Average
poor
not answered

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Interpretation
 36% respondents said New schemes and offers is Excellent
 4% said average
 0% said poor
 2% not answered
Ques 9. Are you satisfied with reliance jio service ?
Response Frequency Percentage
Yes 46 92%
No 4 8%
Total 50 100%

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Interpretation
 92% respondents are satisfied with reliance jio services
 8% respondents are not satisfied reliance jio services
Ques 10 Would you recommend jio to others ?
92%
8%
Satisfaction
Yes
No

55
Yes 41 82%
No 9 18%
Total 50 100%
Interpretation
 82% respondents said that they will recommend jio to others
 18% respondents said they will not recommend jio to others
82%
18%
Respond
Yes
No

56
Ques 11. Are you using any other service provider than
reliance jio ?
Yes 42 84%
No 8 16%
Total 50 100%

57
Interpretation
 84% respondents also using other service provider than jio
 16% respondents are not using other service provider than jio
Ques 12. If yes, which one ?
Service Provider Frequency Percentage
Airtel 22 44%
Idea 6 12%
Vodafone 19 38%
84%
16%
Respond
Yes
No

58
Bsnl 3 6%
Aircel 0 0%
Total 50 100%
Interpretation
 44% respondents are using Airtel
 12% respondents are using Idea
 38% respondents are using Vodafone
 6% respondents are using Bsnl
 0 % respondents are using Aircel
44%
12%
38%
6%
0%
User
Airtel
Idea
Vodafone
Bsnl
Aircel

59
Ques 13. In comparison to Reliance jio do you find the
services of any other service provider is better ?
Responds Frequency Percentage
Yes 10 20%
No 40 80%
Total 50 100%

60
Interpretation
 80% respondents said they don’t any other service provider than jio
 20% respondents said other service providers are better than jio
Ques 14. What should be improvedin Reliance jio
services ?
20%
80%
Comparison
Yes
No

61
Responds Frequency Percentage
Data services 16 32%
Value added services 1 2%
Customer care 18 36%
Calling services 6 12%
Nothing 9 18%
Total 50 100%
Interpretation
32%
2%36%
12%
18%
Responds
Data Services
Value added service
Customer care
calling services
Nothing

62
 32% respondents said data services should be improved in jio
 2% respondents said value added services should be improved in jio
 36% respondents said customer care services should be improved in jio
 12% respondents said calling services should be improved in jio
 18% respondents said nothing to be improved in jio
Findings
The following are the findings of the study:
1.Reliance JIO has wide market captured in Abohar
2. Most customers purchased JIO because of its free services and new schemes
3.Customers are nearly satisfied with the 4G unlimited services as comparison to
others services.
4.Reliance JIO is the market leader in Abohar, all the customers are preferably happy
with its products & services.
5.Wide network coverage is available in Abohar areas according to the customers.

63
6. JIO services are highly effective in Abohar as the no. of calls made to the customer
care are low.
At last it can be said that there are a lot of scope of Reliance jio market in near
future.
SUGGESTIONS
1. Spread out the awareness about Reliance JIO in deep rural areas.
2. Replenish the products on Retailer’s shop on right time, where it is lacking.
3. Get the feedback from existing customers about Reliance JIO and take the
reference for making new customers.
4. The customer care people and also employees in Reliance JIO should try to convey
brand Reliance JIO while talking to people.
5. Enhance the market penetration & shares in every market and give the high
competition to others company.

64
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 50 customers,
the results may have some prone to errors.
4. Study accuracy totally based upon the respondents response.

65
Conclusion
Reliance JIO has become a very successful brand in India & providing customer
satisfaction is to be there main motive. It provides unlimited free calling and data
services & SMS on the move as people are more dependent on it in their daily lives
like wide network coverage and good 4G services. Because 3G services was unable to
meet our customer needs and wants. That’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

66
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 75% 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.
Chapter 5
Bibliography

67
Articles:
 http://www.business-standard.com/article/companies/reliance-jio-to-
launch-commercial-services-by-december-ambani-
115061200219_1.html
Websites:
 www.jio.com
 www.wikipedia.com
 www.mylyf.com
 www.jiocare.net

68
Annexure
Name
Gender
 Male
 Female
Occupation
 Government employee

69
 Private employee
 Businessman
 Student
 Housewife
Contact Number
Income
Questionnaire

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