Project Report BBA PDF

“CUSTOMER SATISFACTION TOWARDS
RELIANCE JIO"
PROJECT REPORT
2019
Submitted in partial fulfilment of the requirement for the award
of
BACHELOR OF BUSINESS ADMINISTRATION

(Affiliated to Ch. Charan Singh University, Meerut)
Batch
[2016-2019]
Submitted by
Nishant Upadhayay
Roll no: 169389084
UNDER THE GUIDANCE OF:
INTERNAL GUIDE: MS. MANVI PANCHAL
INSTITUTE OF MANAGEMENT EDUCATION, SAHIBABAD GHAZIABAD
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DECLARATION
I, do hereby declare that the Project Report entitled “Customer Satisfaction towards
Reliance Jio” is the original work carried out by me Under the Supervision of Ms. Manvi
Panchal.
The information provided here is genuine and True to the best of my knowledge. Any part
or as a whole Report has not been presented or submitted in any other
institution/University for any Diploma or Degree here before.
Date: NISHANT UPADHAYAY

Roll No.: 169389084
BBA-VIth Sem.
Place: .
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ACKNOWLEDGEMENT
This project has been a great learning & experience for me and I would like to express my
gratitude towards all the people who guide me throughout and without whose guidance &
support this project would have not been completed successfully.
I express my sincere gratitude to my faculty guide Ms. Manvi Panchal for her able and
continuous support & cooperation throughout my project without the project work would
have not been possible.
Also, I am thankful to my family, faculties and friends for their continued guidance and
immense support as well as invaluable encouragement.
NISHANT UPADHAYAY
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EXCEUTIVE SUMMARY
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EXECUTIVE SUMMARY
This Summer Training 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 NCR city.
RJIL (Reliance Jio Info COMM 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
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TABLE OF CONTENTS
TOPICS PAGE NO
1. INTRODUCTION 1-3
2. OBJECTIVE 4–5
3. SCOPE 6-6
4. Company profile 7 - 52
5. Literature Review 53 - 67
6. RESEARCH METHODOLOGY 68 - 70
7. DATA ANALYSIS & INTERPRETATIONS 71 - 89
8. FINDING 90 - 91
9. LIMITATION 92 - 93
9. RECOMMENDATIONS & SUGGESTIONS 94 - 95
10. CONCLUSIONS 96 - 97
ANNEXURES 98 - 101
(BIBLIOGRAPHY) 102- 103
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CHAPTER 1
INTRODUCTION
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INTRODUCTION
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 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 mobile services from our competitors through ongoing investment in
technology, distribution and customer services, providing both a great customer experience and
competitive value.
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The company is updating our retail footprint to a new Reliance JIO concept delivering a
differentiated customer experience. A core part of our promise to customers is to ensure that their
technical experts in store transfer all their personal data to their new LYF phone allowing them
to walk out of the store with their phone fully functional. Extensive trials of our new concept
store across all markets have shown significant increases in both sales and customer satisfaction.
The new concept will be rolled out globally over the next upcoming years.
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Chapter 2
OBJECTIVE OF THE STUDY
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OBJECTIVE OF THE STUDY
1. To study of customer satisfaction level on Reliance JIO products & services.
2. To find the market potential and market penetration of Reliance JIO products & services
offerings in Delhi & NCR.
3. To find out sale percentage share etc.
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SCOPE OF STUDY
This study covers customers about Reliance JIO in the areas of NCR.
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 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 NCR.
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COMPANY PROFILE
RELIANCE JIO
Jio's headquarters in RCP, Navi Mumbai
Formerly called  Infotel Broadband Services Limited (2009 - 2013

 Reliance JioInfocomm Limited (2013 - 2015)
T y p e S u b s i d i a r y
Industry T e l e c o m m u n i c a t i o n s
Headquarters Navi Mumbai, Maharashtra, India
Key people Sanjay Mashruwalla(Managing Director)
Jyotindra Thacker (Head of IT)
Akash Ambani ( Ch ie f o f S t r at eg y )
Mobile telephony, broadband, Wifi,Routerand 4G Data services

Products
J i o A p p s
MyJio, JioChat, JioPlay, JioBeats, JioMoney, JioDrive, JioOnDemand, JioSecurity, JioJoin, JioMags, JioXpressNews, JionetWiFi
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P a r e n t R e l i a n c e I n d u s t r i e s
Subsidiaries L Y F
w w w . j i o . c o m
Website
Jio also known as Reliance Jio and officially as Reliance JioInfoComm Limited (RJIL),[is an
upcoming provider of mobile telephony, broadband services, and digital services in India..
Reliance JioInfocomm 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 License.
Formerly 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 Industries Limited, it
was incorporated in 2007 and is based in Mumbai, India. It is headquartered in Navi Mumbai.
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.
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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 fiber
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 rooftop-
mounted telecom towers typically used by Telco’s, 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 fiber optic network.
R-Jio, 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 Telco’s such as Bharti
Airtel Ltd, Vodafone India Pvt Ltd and Idea Cellular Ltd.
The Dominant Players

 BhartiAirtel --- 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 Info COMM --- 7% Market Share
 Others --- 7% Market Share
The services were 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.
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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).
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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 aspirations. Reliance 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 1.2 billion Indians using the power of digital technology. And 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,"
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Reliance Jio third-largest telecom by revenue market share
Reliance Jio Info COMM has become India’s third-largest telecom operator by revenue market
share, dislodging Kumar Birla-led Idea Cellular NSE -0.31 % and closing in on Vodafone India
as its aggressive pricing strategy left rivals struggling.
Just 19 months since starting services, Mukesh Ambani-controlled Jio’s revenue market share
widened to almost 20% as of March end, according to financial data put out by the Telecom
Regulatory Authority of India (Trai).
Idea’s RMS slumped to 16.5%, while No. 2 Vodafone India’s share increased to 21%, just a
shade above Jio. Sunil Mittal-led Bharti Airtel took its revenue market share to almost 32%,
helped in part by its intra-circle roaming pact with Tata Teleservices, whose consumer mobility
business the market leader is buying.
Jio’s robust RMS numbers come as Idea and Vodafone India prepare to close their much-awaited
merger this month, creating a Rs 63,000 crore revenue entity with some 430 million subscribers.
Together, Vodafone and Idea will emerge as the market leader with a 37.5% RMS and the
biggest user base, followed by Airtel and Jio. “Jio is already No. 1or No. 2 in 18 circles and has
over 25% AGR market share in 15 circles,” ICICI Securities said.
Jio, which started operations in September 2016 with a nationwide 4G network, reported an over
18% sequential jump in adjusted gross revenue (including national long distance revenue) to Rs
6,300 crore the quarter ended March, while Airtel, Vodafone India and Idea suffered sequential
falls of 5.5%, 4.8% and 8.8% on this score to Rs 10,100 crore, Rs 6,700 crore and Rs 5,200
crore, respectively, ICICI Securities said in a note analyzing the data collated by Trai, a copy of
which was seen by ET.
“Given Jio’s strong and sustained RMS growth, it could easily surpass No. 2 carrier Vodafone
India (independently) on this metric in the first quarter of FY19,” said Naveen Kulkarni, a
telecom analyst at Phillip Capital.
Sanjesh Jain, a telecom research analyst at ICICI Securities, said Jio’s strong revenue share gains
may have been triggered by “Bharti, Vodafone and Idea seeing sequential AGR growth in
merely six, five and two circles, respectively, out of the 22 circles in the March quarter.” AGR
refers to adjusted gross revenue, which is derived from licensed services.
He added that Jio may have benefitted as Bharti, Vodafone India and Idea’s average revenue per
user dipped by over 45% on-year in seven, two and eight circles, respectively, with customers
likely switching to Jio to make outgoing calls, which are free, and using their older carrier
connections to receive incoming calls.
Goldman Sachs said the Trai data showed that “in 16 of the 22 telecom service areas, Jio is now
a top 2 operator” in terms of AGR. Trai data, however, showed that the overall industry’s AGR
shrank 8.2% on-quarter to Rs 31,800 crore.
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Goldman Sachs attributed the sequential fall in industry AGR during the March quarter to price
cuts in January, reduction in international long-distance termination rates and revenue
consolidation among large players.
Analysts expect the eroding revenue of Jio’s rivals to stabilize in the first quarter of FY19, with
the tariff environment largely stable over the past few months and the rapid conversion of
subscribers to data.
Goldman Sachs said Airtel has the ability to defend its market share and boost profit when the
tariff environment starts improving, given its strong network footprint and balance sheet. The
recent acquisition of Telenor India, it said, “is likely to contribute an additional 1percentage
point” to Bharti’s revenue market share in FY19.
The US brokerage predicts “a 300-400 bps slower revenue growth for Idea vs Bharti over the
next couple of years” owing to the former’s lower capital expenditure and investment in
networks. Brokerage UBS said Bharti, Vodafone, Idea, Jio and the BSNL-MTNL combine
collectively accounted for 98.2% of industry AGR and 91.1% of subscriber market share in the
March quarter, implying that the remaining are fringe carriers.
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Jio adds a record 11.8 million users in July, sub base up to 227
million: Trai
Reliance Jio Info COMM added a record number of 11.78 million mobile subscribers for the
month of July, easily outpacing its rivals by a distance, and in the process, cornering nearly half
of the country’s growing broadband market.
With the latest additions, Reliance Jio touched 227 million subscribers at the end of July,
surpassing Vodafone India and Idea CellularNSE -0.31 % individually with 223 million and 220
million respectively, at the end of the month, according to data released by the Telecom
Regulatory Authority of India (Trai) on Tuesday. Bharti AirtelNSE 0.06 % ended the month with
nearly 345 million mobile subscribers, adding 313,283 users in July, to Vodafone Idea’s 609,074
and Idea’s 5489.
The data captured the market figures for July, a month before the merger of the British telecom
giant Vodafone’s India operations with the Aditya Birla group company Idea Cellular. The
combined entity now holds the largest market share in terms of subscribers as well as revenue.
The data shows that Jio, which launched its services in September 2016, held a subscriber market
share of 19.62% of the 1.16 billion wireless market, racing ahead of both Vodafone as well as
Idea’s 19.30% and 19.07% independent figures respectively. However, it is still behind Bharti
Airtel’s 29.81% share.
Some 99.4% of Airtel’s subscribers were active, while it was 91.3% for Idea, 92.8% for
Vodafone India and 82.5% for Jio.
In terms of broadband subscribers, Jio held a 49.33% of the total wireline as well as the wireless
market, followed by Bharti’s 20.7%. Vodafone held a 13.86% share of the market and Idea a
9.46% share.
In terms of urban and rural subscribers, the overall tele-density in the country increased from
89.72% at the end of June to 90.44% at the end of July. The urban tele-density increased from
158.16% at the end of June to 159.38% at the end of July, and rural tele-density also increased
from 57.99% at the end of June to 58.45% at the end of July.
The share of urban and rural subscribers in total number of telephone subscribers at the end of
July was 55.86% and 44.14% respectively.
The number of broadband subscribers increased from 447.12 million at the end of June to 460.24
million at the end of July recording a monthly growth rate of 2.93%.
Top five service providers constituted 97.75% market share of the total broadband subscribers in
the country at the end of July. Jio had 227 million subscribers followed by Bharti Airtel’s 95.33
million. Vodafone had 63.79 million for the period while Idea Cellular had 43.52 million
customers and state-run BSNL had 20.18 million subscribers.
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NEW DELHI:
Over the next 12 months, Reliance Jio is expected to reach the top position on both subscriber
and service revenue metrics and it expects to surpass Vodafone Idea service revenues in FY 19-
20, according to a report by Bernstein.
But the report also warns that the aggressive push to be number one comes at a heavy cost and
some strategies need to be changed to become profitable in the long run.
"Over the next 12 months, we expect Jio to reach number one on both subscriber and service
revenue metrics. On a service revenue basis, Jio passed Bharti in Q3. We expect they will also
pass Vodafone Idea in FY 19-20," the report said.
"Jio's reported service revenue totalled Rs. 10,380 crores for the quarter, beating Bharti
(Rs.10,060 crore) for the first time. Moreover ... they continue to heavily subsidize Jio Phones...
We expect Jio to take the lead in both service revenue and subscribers in FY20."
The report states that if Jio's "non-standard" depreciation metrics and all the handset subsidies
being booked though Reliance Retail which does not show on Jio's P&L account are taken into
account, then it would show up potential losses at Rs. 15,000 crores.
"The reason we highlight the tremendous expense Reliance is incurring to position Jio as number
one is to make it clear this strategy cannot be maintained. We have always felt that once Jio
reaches its target market share, they will switch their focus to monetization. While we think FY
19/20 is likely too early for this, we would not be surprised to see ARPU start to creep back up
starting FY21. We are currently forecasting ARPU increases of 8.2 per cent in FY21 and 11.2
per cent in FY22," it said.
Last year, the inevitability of Jio's drive to become the number one operator in India helped it to
gain market share. Though from a global perspective this was a major accomplishment, it came
at a very high cost. While detailed numbers have not been disclosed, estimates suggest total
invested capital in Jio has reached Rs. 2.6 lakh crore ($37 billion).
Bernstein expects the recent push of JioPhones has resulted in net handset subsidies, likely
totalling a further Rs. 7,200 crores. The subsidies are carried by Reliance Retail (part of Reliance
Industries) and so are not visible on Jio's profit and loss statement.
Reliance Industries will ultimately want to make a positive return on its investment which will
require a reduction in handset subsidies and a boost in subscriber revenue.
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Bernstein expects ARPUs (average revenue per user) to eventually start to rise to enable this.
Bharti Airtel and Vodafone Idea were not being irrational by not following Jio down the subsidy
path, it said.
Bharti and Vodafone both reported losses for the quarter on an underlying basis, whereas Jio
reported a profit, the report said, adding these results were not directly compatible.
Jio has been using a 'non-standard' approach to D&A (using 'unit of production' accounting). "If
we attempt to normalize D&A based on total fixed assets, the quarterly charges would jump
by Rs. 4,700 crore and would result in a quarterly net loss of Rs. 2,250 crore. Moreover, the
highly subsidised JioPhone continues to drive Jio's subscriber acquisition numbers."
Jio's net additions were coming from rural areas of India.
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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 year. Later
continuing as RIL's telecom subsidiary, Infotel Broadband Services Limited was renamed as
Reliance JioInfo Comm Limited (RJIL) in January 2013.
Acquisition & Subsidiaries:

 Acquired Infotel Broadband Services Limited in 2010.
 Technology - Rancor 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 Vyom Networks for their 42,000 telecom towers. (March 2014)
 Agreement with Bharti Airtel for a comprehensive telecom infrastructure sharing
agreement to share infrastructure created by both parties to avoid duplication of
infrastructure wherever possible. (December 2013)
 A key agreement for international data connectivity with Bharti to utilize 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 2014),
and 45,000 towers (June 2013).
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Technology:
 Reliance Jio Info COMM 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 be
paved to roll out of LTE-A network aggregation of both technology and both spectrum
band.
 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 Petro-
refinery.
 Once commercially launched, Jio users can have access to Reliance Communications’
2G & 3G network.
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 PIL filed in the Supreme Court by an NGO called the Centre for Public Interest
Litigation, through Prashant Bhushan, challenged the grant of pan-India license 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
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from providing voice telephony. As a result, the PIL was revoked, and the accusations were
dismissed.
Beta Launch
The 4G services were launched internally to Jio's partners, its staff and their families on 27
December 2015. Bollywood actor Shah Rukh Khan, who is also the brand ambassador of Jio,
kickstarted the launch event which took place in Reliance Corporate Park in Navi Mumbai, along
with celebrities like musician A R Rahman, actors Ranbir Kapoor and Javed Jaffrey, and
filmmaker Hirani. The closed event was witnessed by more than 35000 RIL employees some of
whom were virtually connected from around 1000 locations including Dallas in the US.
PRODUCT & SERVICES
RELIANCE JIO 4G BROADBAND
The company has launched its 4G broadband services throughout India in the first quarter of
2016 financial year. It was slated to release in December 2015 after some reports said that the
company was waiting to receive final permits from the government. Mukesh 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) license, 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
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spectrum is valid till 2035.Ahead of its digital services launch, Mukesh Ambani-led Reliance Jio
entered into a spectrum sharing deal with younger brother Anil Ambani-backed Reliance
Communications. The 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.
• 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 Intext to 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.
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On 25 January 2016, the company launched its Smartphone series starting with Water 1, through
its chain of electronic retail outlets, Retail. Three more handset models have been released so far,
namely Water series, Earth series, and Flame series.
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FLAME 6
Technical Specifications
MODEL: LYF FLAME 6
CHIP SET: 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: 4 inches
PERFORMANCE: Chipset: Quad-Core 1.5GHz

Graphics (GPU): Mali 400 MP2@500MHz
RAM: 512 MB.
Screen Resolution: WVGA.
BATTERY: Capacity: 1700 MAh, Lithium Ion Battery

Talk time: Up to 4.5 hours (4G)
STORAGE CAPACITY: Internal Memory: 4GB

Expandable memory: up to 32 GB
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CAMERA: Rear Camera: 5MP Auto focus
Front camera: 2MP fixed focus, flash, rear LED flash
CONNECTIVITY: 4G yes, 3G yes (LTE)
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FLAME 1
MODEL: LYF FLAME 1

Screen: 4.5 inches
PERFORMANCE: Graphics (GPU): Adreno 304 @ 409 MHZ

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

Talk time: Up to 8 hours (4G)
STORAGE CAPACITY: Internal Memory: 8 GB

30
Front camera: 2MP fixed focus, flash, rear LED flash
CONNECTIVITY: 4G yes, 3G yes (LTE)
31
WIND 1
MODEL: LYF WIND 1

Screen: 5 inches HD 720 X 1280
PERFORMANCE: Chipset: Qualcomm® Snapdragon s 410 MSM8916

Graphics (GPU): Adreno 306 @ 450MHz
RAM: 1 GB.
Screen size: 5 inch
Screen Resolution: HD 720 X 1280

STORAGE CAPACITY: Internal Memory: 8 GB, 16 GB

32
Front camera: 5MP, flash, rear LED flash
CONNECTIVITY: 3G: Yes

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)
33
WIND 5
MODEL: LYF WIND 5
CHIP SET: MTK 6735 P

Screen: 5 inches HD 720 X 1280
PERFORMANCE: Graphics (GPU): ARM (MaliT720- Mpl) @ 600 MHZ

RAM: 1 GB.
Screen size: 5 inch
Screen Resolution: HD 720 X 1280

Talk time: Up to 6.5 hours (4G)

34
Front camera: 5MP, flash, rear LED flash

4G: Yes, LTE Cat 4
35
WATER 1
Technical specifications
MODEL: WATER 1
CHIPSET: Qualcomm® Snapdragon 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® Snapdragon 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz
RAM: 2GB, Screen resolution: Full HD, 1080x 1920 pixels
BATTERY: Capacity: 2600 MAH, Lithium-ion polymer


Expandable Memory: Up to 32 GB
CAMERA: Rear Camera: 13 MP Auto Focus

Front Camera: 5MP Fixed Focus
Flash: Yes - Both Front and Rear

4G: Yes, LTE Cat 4
36
WATER 2
MODEL: WATER 2
CHIPSET: Qualcomm® Snapdragon 615 MSM8939
GENERAL FEATURES: Operating System: Android Lollipop 5.0.2

SIM Slot: SIM 1(4G), SIM 2(2G, Voice calls)
Screen size: 5 Inch, Screen Resolution: HD, 1280 x 720 pixels
PERFORMANCE: Chipset: Qualcomm® Snapdragon 615 MSM8939

RAM: 2GB, Processor (CPU): Octa-Core 1.5GHz
BATTERY: Capacity: 2400 MAh, Lithium-ion polymer

STORAGE CAPACITY: Internal memory: 16 GB
Expandable memory: 32 GB
Front Camera: 5MP Fixed Focus, Flash: Yes - Rear Camera
37
4G: Yes, LTE Cat 4
38
WATER 7
MODEL: WATER 7
CHIPSET: QUALCOMM Snapdragon 615 MSM8939
GENERAL FEATURES: Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G),
Sensors: Gravity or Finger print sensor
PERFORMANCE: Chipset: Qualcomm®SnapdragonTM 615 MSM8939

RAM: 2GB, Processor (CPU): Octa-core 1.5 GHZ
BATTERY: Capacity: 3000 MAh, Lithium-ion polymer

Expandable memory: Up to 128 GB

Front Camera: 5MP, Flash: Rear LED Flash
39
4G: Yes, LTE Cat 4
40
EARTH 2
MODEL: EARTH 2
CHIPSET: QUALCOMM Snapdragon 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


Expandable memory: Up to 64 GB

Front Camera: 5MP, Flash: Rear LED Flash

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call
41
JioPhone
Jio Phone
On 21 July 2017, Jio introduced its first affordable 4G feature phone, powered by KaiOS, named
as JioPhone. The price announced for it is ₹0 with a security deposit of ₹1500 which can be
withdrawn back by the user by returning the JioPhone at Jio stores only after three years. This
phone was released for beta users on 15 August 2017 and pre-booking for regular users started
on 24 August 2017.
Reliance Jio smartphone ventured into the Indian gadget market in July 2017. The smartphone
has 2.4 inches of screen with 240 x 320 pixels resolution. Termed as 'India ka intelligent
smartphone' by Mukesh Ambani, the phone supports VoLTE and was launched at the 40th
annual general meeting in July 2017.
Reliance Jio smartphone runs on KAI OS v. It is powered by Dual core processer, clocked at 1
GHz speed and Cortex A7 GPU. This smartphone from the house of Reliance supports a Nano
SIM type and packs a battery capacity of 2000 mAh. For photos, the smartphone has 2MP rear
camera with digital zoom feature and gives out images with 1600 x 1200 pixels of resolution. On
the front, users get 0.3 MP selfie camera.
42
Reliance Jio mobile comes in variants with 4GB of RAM and 512 MB internal storage. The
internal storage is expandable up to 128 GB. The connectivity options in the smartphone include
FM radio, bluetooth, Wi-Fi, GPS and 2G, 3G and 4G network type.
MORE FEATURES OF THE RELIANCE JIO SMARTPHONE:

1. Reliance Jio comes with a range of lucrative apps like JioCinema, JioTV, JioMusic, JioChat
that are pre-installed.
2. The device supports voice commands for a number of functions like making calls,
messaging and opening apps.
3. Keeping in mind the culturally diverse population, Jio Phone supports 24 Indian languages.
4. Moreover, it has an SoS feature, that Reliance said users can trigger by long pressing on 5. key
on the numeric keyboard.
JIO PHONE PRICE IN INDIA
As of now, Jio Phone price in India starts from a nominal amount of Rs.1,390 .
RELIANCE JIOPHONE PRICE IN INDIA

Reliance JioPhone is currently available for Rs 1,500.
43
JioPhone 2
Jio Phone 2 is the latest is a feature phone in India that comes with numerous interesting features
and is nominally priced. Comprising of an alphanumeric keypad with 4GB expandable internal
storage, Reliance Jio Phone 2 pre-booking started from 15th August 2018 and supports 22 Indian
languages.
Jio Phone 2 has launched in only black color variant and is packed with several preloaded apps
such as JioMusic, JioCinema, MyJio, JioTV, JioGames, JioVideoCall, JioXpressNews, and
JioPay. Additional apps can be downloaded from the Jio Store.
JIO PHONE 2 PRICE IN INDIA

Jio Phone 2 price in India is Rs. 2999, it is certainly a budget-friendly mobile loaded with a
myriad of specifications promising great user experience. If budget is a constraint or if you are
looking for a low-priced mobile with good attributes then Jio Phone 2 is an ultimate pick.
JIO PHONE 2 SPECIFICATIONS

Operating System, Performance and Storage: The latest Jio Phone 2 is powered by KAI
operating system with a 1 GHz Dual core processor and 512 MB RAM. It can be seamlessly
connected to any TV set by means of Jio Media Cable. When it comes to the memory, Jio Phone
2 offers an internal memory 4 GB that can be expanded up to 128GB using an external device.
Display & Battery: The advanced version of the existing Jio Phone, Jio Phone 2 by Reliance Jio
flaunts a full QWERTY keypad and horizontal viewing experience with a 2.4-inch QVGA TFT
display. The device has a talk time of around 6 hours and standby time of approximately 150
hours due to its efficient 2,000mAh battery.
So, you can call, play, chat, click pictures, and do a lot more without worrying much about the
battery.
44
Jio Phone 2 Camera, Network Connectivity & Other special features :
The Jio Phone 2 presents a 0.3-megapixel front camera and 3 megapixels rear camera to click
good images on the go. This is a dual SIM phone with 4G Band in one slot and a 2G SIM Band
in the other slot. Other worth mentioning features offered by the Jio Phone 2 are HD voice
calling, Live TV, free voice calls, full-4G network, unlimited data, HD music, movies,
headphone jack, torchlight, SD card slot (expandable up to 128GB), FM Radio, 4-way
navigation, etc..
45
Reliance Jio Phone 3
Key Specs & Features of Reliance Jio Phone 3
Operating System Android v8.1 (Oreo)
Display 5 inches (12.7 cm) display
Performance
Quad core Processor
2 GB RAM
64 GB internal storage, expandable up to 128 GB
Camera
5 MP Rear Camera
2 MP Front Camera
Battery 2800 MAh battery
Connectivity Dual SIM with VoLTE support, SIM1: Supports 4G, 3G
46
Special Features 3.5 mm headphone jack present
Expected price RS 4500
47
Reliance Jio set – top box
JioTV is said to offer more than 360 channels, at least 50 of which will be in
HD.
Reliance Jio is preparing to enter in to the DTH (Direct to Home) service space, given new
leaked images of its set-top box have started to surface online. The new pictures are quite
different from the ones leaked earlier, which had revealed a round set-top box. Leaked in
February, the images had a Jio-branded remote along with set-top box which had a circular top.
The device, which deviates from the standard rectangular design for set-top boxes, looks
customized for Jio customers.
However, new leaked images suggest Jio might stick with a rectangular design for its set-top box
after all. The pictures show a blue box with Reliance Jio branding on top as well as new set-top
box. The device has a number of ports including a standard cable connector, HDMI, USB, as
well as audio and video output. There’s also an Ethernet port, which will allow users to connect
to a modem to offer broadband.
JioTV is said to offer more than 360 channels, at least 50 of which will be in HD. There will be a
seven-day ‘catch up’ option to . This content is not saved locally, but on Jio servers and pulled in
as per demand. Users will be able to use a voice enabled remote to search by channel, show,
category or even by the names of actors.
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Just like its data services, Reliance Jio is expected to offer its DTH services at much lower prices
than its rivals. The leaks hint at the fact the services might launch pretty soon in the coming
months, starting with Mumbai. To recall, the company had said that its Jio fiber service will offer
high-speed Internet at up to 1 Gbps speeds. With Jio fiber, users will be able to stream and play
high-definition games with multiple players and buffer 4K videos easily.
49
Jionet Wi-Fi
Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free Wi-
Fi hotspot services in cities throughout India including Ahmedabad and Surat in Gujarat, Indore,
Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of Mumbai in Maharashtra,
Kolkata in West Bengal, Lucknow in Uttar Pradesh, Bhubaneswar in Odisha, Mussoorie in
Uttarakhand, Collectorate's Office in Meerut, and at MG Road in Vijayawada among others.
Title=Reliance Jio rolls out wi-fi service at IP sigra Mall in Varanasi among others.
In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket stadiums
hosting the 2016 ICC World Twenty20 matches. Jionet was made available in Wankhede
Stadium (Mumbai), Punjab Cricket Association IS Bindra Stadium (Mohali), Himachal Pradesh
Cricket Association Stadium (Dharamshala), Cinna Swamy Stadium (Bengaluru), Feroz Shah
Kotla (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 SIM
card to use them. Additionally, most of the apps are in beta phase. Following is a list of the apps:
 My Jio - Manage Jio Account and Digital Services associated with it
 Jio Play - A live TV channel service
 Jio On Demand - An online HD video library
 Jio Chat Messenger - An instant messaging app
 Jio Beats - A music player
 Jio Join - A VoLTE phone simulator
 Jio Mags - E-reader for magazines
 Jio Xpress News - A news and magazine aggregator
 Jio Security - Security app
 Jio Drive - Cloud-based backup too
 Jio Money Wallet - An online payments/wallet app.
50
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.
51
JIO PREVIEW OFFER (JPO)
 3 Months Free Unlimited 4G Internet in LYF smartphones and others all 4G

smartphone’s (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.
52
NETWORK
Radio frequency summary
Jio owns spectrum in 850 MHz and 1,800 MHz bands in India's 22 circles, and also owns pan-
India licensed 2,300 MHz spectrum. The spectrum is valid until 2035.
FDD-LTE FDD-LTE TDD-LTE

Telecom circle 1800MHz 850MHz 2300MHz
Band 3 Band 5 Band 40
Andhra Pradesh & Telangana
Assam
Bihar & Jharkhand
Delhi
Uttar Pradesh (East)
Gujarat
Haryana
Himachal Pradesh
Jammu and Kashmir
Karnataka
53
FDD-LTE FDD-LTE TDD-LTE
Telecom circle 1800MHz 850MHz 2300MHz
Band 3 Band 5 Band 40
Kerala
Kolkata
Madhya Pradesh & Chhattisgarh
Maharashtra
Goa
North East
Odisha
Punjab
Rajasthan
Tamil Nadu
West Bengal
Uttar Pradesh (West)
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Partnerships
Jio shares spectrum with Reliance Communications. The sharing deal is for 800 MHz band
across seven circles other than the 10 circles for which Jio already owns. [26]
In September 2016, Jio signed a pact with BSNL for intra-circle roaming which would enable
users of the operators to use each other's 4G and 2G spectrum in national roaming mode.[27]
In February 2017, Jio announced a partnership with Samsung to work on LTE - Advanced Pro
and 5G.[
RECEPTION OF JIO PRIME
By July, 12.55 crore Jio customers had opted for Jio Prime. The last date for registration to Jio
Prime membership was 31 March 2017. This was extended until 15 April 2017 along with an
introduction of a new offer, "Jio Summer Surprise", which gave customers three months of free
services. On 6 April 2017, TRAI advised Jio to withdraw this offer.
CONTROVERSIES
Issue with incumbents
In September 2016, the Telecom Regulatory Authority of India (TRAI) summoned Jio and the
country's existing telecom operators like Airtel, Vodafone, and Idea Cellular to meet and discuss
an issue regarding interconnection between the operators. This was a result after Jio complained
to TRAI and Department of Telecom (DoT) about other operators not honoring their commercial
agreements to let Jio use their network resources. The company further added that the operators
are trying to sabotage its entry into the telecom scene. However, DoT dismissed the request and
directed TRAI to help settle the dispute amicably. Moreover, the Cellular Operators Association
of India (COAI) requested TRAI to include all the operators in the discussion instead of the
three.
The incumbent operators had previously approached the country's PMO to reiterate their stance
they "are in no way obliged or in any position to entertain Jio's requests for interconnection
points as they do not have either the network or the financial resources to terminate the latter's
humongous volumes of potentially asymmetric voice traffic." Responding to this, Mukesh
Ambani, owner of Jio, said, "All operators have publicly said last week that they will provide
55
this (interconnect and MNP). So, we are waiting. These are all great companies. They have their
own reputations to protect. I am confident they won't violate the law." Commenting about
number portability, he added, "The number belongs to the consumer. No operator can cause
trouble if they want to change operators."[76] However, on 12 September 2016, Idea Cellular
agreed to allow Jio to use 196 of its interconnection access points.
Alleged subscriber data breach

On July 10, 2017, Reliance Jio's customer data was allegedly leaked on the website
magicapk.com. The website was suspended shortly after the news of the breach broke out.
56
Jio contact no
Every telecom network company provide 24×7 customer care number to diagnose the
problem related to the telecom network operator services. Jio is an Indian mobile
network operator which provides LTE or broadband services in all states of India. If
you are facing any problem related to services, you can dial the Jio customer care
number diagnose any type of problem or help.
How Customer Care help the consumer’s

Customer care is the live support to clients to solve the problem of customers by
phone calls or any other ways.
With the Jio customer care number, we can solve the query related to the following
services: Data Balance, SIM lost, Balance Deduction any type of VAS service
related query, latest best offers or any technical complaint related to Jio network
and its services.
Telecom network companies provide the following ways to solve your problem via
customer care.
1. Telephonic Conversation
All services provider companies provide 24×7 toll-free customer care helpline
number. A user can take help related to that company product and service or you can
complain if any service is not working properly.
2. Live Chat Support

Live support chat is an online support service provided by companies to help
their customers about company product and services. Customers can clear their doubts
through live chat communication with customer care executive. You can find live
support chat option on the company official website, but it is not mandatory every
company provides this facility.
Jio network provides live chat option in MyJio App. You can solve your problem in a
live chat conversation with Jio customer support executive.
 Download MyJio App.

 Enable Internet data and Sign In My Jio App with SIM.
 Now swipe down and select Live chat option.
57
3. Email Support
Send an email to the company official customer care support address with the
subject matter and your detail.
Jio Customer care number of India

Jio Customer Care Number 1860-893-3333 (Only for Jio users work for all states)
Jio Requests and Complaints Helpline Number

For any complaints, service activation /deactivation and tariff change requests, you
can call 198 or 199 (toll-free) from your (Jio Number) or email at care@Jio.com.
You can call at 1800-889-9999 from any other network operator mobile number.
Jio Customer care assistance 24X7

1860-893-3333
(Monday – Sunday)
Jio customer care For any complaints 198 or 199
From Any Other network operator
1800-889-9999
number
Jio Tele-verification to activate data
1800-890-1977
services only
Tele-verification to activate both HD voice
1977
& data services
58
LITERATURE REVIEW
59
LITERATURE REVIEW
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 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 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 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 Pune. The objectives of
the study were (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
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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”
.
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 mass
individualization call for a responsive answer to a sharply increasing market demand. Successful
growth and diffusion of 4G services is focusing customer satisfaction on how 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 every area. In 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 a measure of how 4G services supplied by a company meet customer
expectation. In today’s tough economic climate all companies need to improve efficiency and,
even in midsize firms that usually mean coordinating large quantities of information. However,
technology and thinking has progressed and, many of user nowadays using 4G 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.
Many companies have been gaining rising popularity due to the advances in 4G technologies and
the large increase in the number of its users. The companies that expand beyond services and
61
develop a content distribution platform will win customers’ expectation. Companies could not
follow constant rules to be successful in potential markets. There is not a list of actions that lead
companies to more profit or more customer satisfaction. Because 4G services are increasingly
spread-out all-over India. And every customer are preferred these 4G services.
This satisfaction has positive influences on retaining customers among different variety of 4G
services. Satisfaction refers to achieving the things we want. If satisfaction interprets as "not
going wrong" the firm should decrease complaint which by its own is not sufficient. In order to
satisfy customers, company should improve its 4G services. Customers with less expectation are
more satisfied, companies by adding innovative 4G features would easily increase customer
satisfaction. Customer retention is directly influenced by customer satisfaction. Retention is a
major challenge particularly in internet-based services, as customers can easily switch from one
service to another at low cost. Customer satisfaction is the key factor determining how successful
the company will be in competitive market, therefore it is very important to measure it.
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.
62
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 2016,
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 one’s calls.
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 wrongful otherwise.
63
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.
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
64
 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 defense 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.
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 fulfil 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 DoT 2.
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
65
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 NTP-
94, 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
1999.Moreover, 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
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
66
 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
o Achieve a rural tele density of 4% by 2010 and provide reliable transmission
o media in all rural areas.
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
67
 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.
 Tata Teleservices plans to set up nearly 4,000 wi-fi hotspots in nine cities across the
country in the next two years.
Booming sectors
The tide has turned for the telecom sector in India, as growth and profitability has
accelerated in recent times. Tower companies are reaping benefits of a turnaround in the
sector as operators have started investing in networks to boost data penetration.
 However, it is in the country’s booming mobile segment in which the major battles are
being fought. Three major private players – Bharti Airtel, Reliance and Vodafone - with a
formidable 54% share of the market between them, lead a large field of mobile operators.
State-owned enterprises –BSNL and MTNL – have also been making their presence felt
with a combined market share of 12%.
A look ahead
According to Craig Wigginton, vice chairman and U.S. Telecommunications leader,
Deloitte &Touché LLP, the big challenge for the telecom industry in 2016 – which also
68
presents a major growth opportunity for the sector – is that consumers are getting
addicted to connectivity and highspeed.
 The ongoing expansion of the mobile ecosystem, coupled with demand for high-
bandwidth applications and services such as video and gaming, is keeping pressure on the
industry to increase the availability and quality of broadband connectivity.
 What does this mean for players in the sector? Carriers will continue to pursue
technological advancements to handle demand, including offloading some mobile
bandwidth needs to Wi-Fi, which is proving an effective complement to mobile networks.
At the same time, long-term spectrum availability, spectrum efficiency, small cells and
continued backhaul improvements are likely to be a key focus to assure continued mobile
broadband momentum
69
INTRODUCTION TO THE PROBLEM
Even though the sector has reflected promising growth, the tele density 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 realization 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 characterized 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.
70
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 tele density 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 tele density, 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 fueled 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 licenses and the introduction of mobile number portability (MNP) are likely
to heat up competition in the industry, going forward.
71
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
Indian telecom industry on one hand, and limited licenses in the 4G network on the other, the
72
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.
73
RESEARCH
METHODOLOGY
74
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.
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 respondent’s researcher have selected for the survey.
I have selected 30 sample 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 Delhi NCR.
75
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.
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.
76
DATA ANALYSIS &
INTERPRETATION
77
DATA ANALYSIS AND INTERPRETATION
TABLE
 Age group of respondents
A g e % of respondents
2 0 - 2 5 2 0 %
2 5 - 3 0 2 6 . 6 6 %
3 0 - 3 5 3 0 %
A b o v e 3 5 2 3 . 3 3 %
Sales
20%
23.33%
20-25
25-30
30-35
26.66% Above 35
30%
INTERPRETATION:
 20% of the respondents are between the age group 20 – 25.
 26.66% of the respondents are between the age group 25 – 35.
 30% of the respondents are between the age group 30 – 35.
78
 23.33% of the respondents are above 35 years of age.
TABLE
 Occupation of the respondents
O c c u p a t i o n % of respondents
S t u d e n t s 1 6 . 6 6 %
B u s i n e s s m a n
2 6 . 6 6 %
Private employees 3 0 %
Govt. employees 2 6 %
Sales
16.66%
26%
Students
Business man
Private employees
26.66%
Govt. employees
30%
INTERPRETATION:
 16.66% of the respondents are Students.
 26.66% of the respondents are Businessmen.
 30% of the respondents are from Private employees.
 26% of the respondents are Govt.Services
79
TABLE 1:
1.Do you have a mobile phone?

a)yes
b)No
M o b i l e u s e r s % of respondents
Y e s 1 0 0 %
N o 0 %
Sales
0%
00
Yes
No
100%
INTERPRETATION:
 100% of the respondents are Mobile users.
80
TABLE 2:
2.Are you aware about Reliance JIO?

a) Yes
b) No
A w a r e n e s s % Of respondents
Y e s 9 3 . 3 3 %
N o 6 . 6 6 %
Sales
6.66% 00
yes
No
93.33%
INTERPRETATION:
 93.33% of respondents are aware about Reliance JIO.
 6.66% of respondents are not aware about Reliance JIO
81
TABLE 3:
3.which operator’s service do you use?
1.Airtel
2.Reliance JIO
3.Idea
4. Vodafone
Operator user % of respondents
A i r t e l 3 0 %
R e l i a n c e J I O 2 3 . 3 3 %
I d e a 2 0 %
V o d a f o n e 2 6 . 6 6 %
Sales
26.66% 30% Airtel

Reliance JIO
Idea
Vodafone
20%
23.33%
INTERPRETATION
 30% of respondents are Airtel users
 23.33% of respondents are Reliance JIO users.
 20% of respondents are Idea users.
 26.66% of respondents are Vodafone users .
82
TABLE 4:
4.What is your average monthly expenditure on mobile (in RS)?
a) Rs100-Rs200
B) Rs200-Rs300
c) Rs300-Rs400
d) Above Rs500
Expenditure (Rs) % of respondents
R s 1 0 0 - R s 2 0 0 3 5 . 7 1 %
R s 2 0 0 - R s 3 0 0 3 2 . 1 4 %
R s 3 0 0 - R s 4 0 0 2 8 . 5 7 %
A b o v e R s 5 0 0 1 0 . 7 1 %
Sales
10.71%
Rs100-Rs200
35.71%
Rs200-Rs300
28.57%
Rs300-Rs400
Above 500
32.14%
INTERPRETATION:
 35.71% of respondents are monthly expenditure on mobile.
83
TABLE 5:
5.From which source you came to know about Reliance JIO?
a) News paper
b) Advertisement
c) Mouth publicity
d) Hoardings
S o u r c e s % of respondents
N e w s p a p e r 3 2 . 1 4 %
Advertisement 2 1 . 4 2 %
Mouth publicity 2 8 . 5 7 %
H o a r d i n g 1 7 . 8 5 %
Sales
17.85%
News paper
32.14%
Advertisement
Mouth publicity
28.57%
Hoarding
21.42%
INTERPRETATION:
 32.14% of respondents are known by Newspaper.
 21.42% of respondents are known by Advertisement.
 28.57% of respondents are Mouth publicity.
 17.85% of respondents are Hoardings.
84
TABLE 6:
6.Since how long you are using Reliance JIO services?
a) Less than one month
b) 2-3 months
c) 4-5 months
d) Non user
U s e r s % of respondents
Less than one month 4 2 . 8 5 %
2 - 3 m o n t h s 3 5 . 7 1 %
4 - 5 m o n t h s 1 4 . 2 8 %
N o n u s e r s 0 %
Sales
0%
14.28%
Less than one month

42.85% 2-3 months
4-5 months
35.71% Non users
INTERPRETATION:
 42.85% of respondents are user of
 35.71% of respondents are user of 2-3 months.
 14.28% of respondents are user of 4-5 months.
 0% of respondents are Non user.
85
TABLE 7:
7. Which feature of Reliance jio convinced you to use this?
a) Connectivity
b) Schemes
c) Advertisements
d) Goodwill
Convincing factor % of respondents
C o n n e c t i v i t y 2 1 . 4 2 %
S c h e m e 5 7 . 1 4 %
Advertisement 1 4 . 2 8 % %
G o o d w i l l 7 . 1 4 %
Sales
7.14%
21.42%
14.28% Connectivity
Scheme
Advertisement
57.14%
INTERPRETATION:
 21.42% of respondents are convinced with connectivity.
 57.14% of respondents are convinced with scheme.
 14.28% of respondents are convinced with Advertisement.
 7.14% of respondents are convinced with goodwill.
86
TABLE 8:
8.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
s e r v i c e s % of respondents
D a t a s e r v i c e s 5 0 %
C a l l r a t e 2 8 . 5 7 %
Network coverage 1 4 . 2 8 %
V a l u e a d d e d s e r v i ce s 7 . 1 4 %
Sales
7.14%
14.28% Data services

Call rate
50% Network coverage
28.57% Value added services
INTERPRETATION:
 50% of respondents are in favor of Data services.
 28.57% of respondents are in favor of Call rates.
 14.28% of respondents are in favor of Network coverage.
 7.14% of respondents are in favor of Value-added services.
87
TABLE 9:
9) Why did you choose this service provider

a). Unlimited calling services
b). Unlimited Data services
c). Unlimited SMS services
d). All services
Sales Choose the service % of respondents

14.2
42.8 8% Unlimited calling services 1 4 . 2 8 %
5% Unlimit
ed Unlimited Data services 3 5 . 7 1 %
calling
services Unlimited SMS services 7 . 1 4 %
35.7
7.14
1% A l l s e r v i c e s 4 2 . 8 5 %
%
INTERPRETATION:
 14.28% of respondents are chosen to Unlimited calling services.
 35.71% of respondents are chosen to Unlimited Data services.
 7.14% of respondents are chosen to Unlimited SMS services.
 42.85% of respondents are chosen to All services.
88
TABLE 10:
10.Do you call at customer care?
a) Yes
b) No
R e s p o n d e n t s % Of respondents
Y e s 1 0 0 %
N o 0 %
If Yes, how often you call at customer care?

1.Daily
2.Once in week
3.Once in month
4.Rarely
Customer call % of respondents
D a i l y 2 8 . 5 7 %
Once in week 5 0 %
Once in month 1 4 . 2 8 %
R a r e l y 7 . 1 4 %
89
Sales
7.14%
14.28%
Daily
28.57%
Once in week
Once in month
Rarely
50%
INTERPRETATION:
 28.57% of respondents are made call customer care daily.
 50% of respondents are made call customer care weekly.
 14.28% of respondents are made call customer care monthly.
 7.14% of respondents are made call customer care rarely.
90
TABLE 11:
11.For what reason do you call customer care?
a)Value added services
b) Information regarding new schemes
c)Complaints
d)Other queries
R e a s o n % of respondents
V al ue ad ded s er vi ces 2 1 . 4 2 %
S c h e m e s 5 7 . 1 4 %
C o m p l a i n t s 7 . 1 4 %
Q u e r i e s 1 4 . 2 8 %
Sales
14.28%
7.14% 21.42% Value added services

Schemes
Complaints
Queries
57.14%
INTERPRETATION:
 21.42% of respondents are made call for value added services.
 57.14% of respondents are made call for new schemes.
 7.14% of respondents are made call for complaints.
 14.28% of respondents are made call for other queries.
91
TABLE 12:
12. Are you satisfied with Reliance JIO services?

a) Yes
b) No
Satisfaction level % Of respondents
Y e s 7 1 . 4 2 %
N o 2 8 . 5 7 %
Sales
00
28.57% yes
no
71.42%
INTERPRETATION:
 71.42% of respondents are satisfied.
 28.57% of respondents are not satisfied.
92
TABLE 13:
13.What should be improved in Reliance JIO services
a) Improve in Network coverage
b) Remove calling congestion
c) Upgrade in Android version
d) Others
I m p r o v e m e n t % of responden ts
Improve in Network coverage 9 %
Remove calling congestion 8 %
Upgrade in Android version 2 %
O t h e r s 1 %
Sales
1%
Improve in Network
coverage
2%
Remove calling
9% congestion
Upgrade in adroid version
8%
Others
INTERPRETATION:
 9% of respondents are dissatisfied with poor network coverage.
 8% of respondents are dissatisfied with call drop.
 2% of respondents are dissatisfied with old version.
 1% of respondents are dissatisfied others.
93
TABLE 14:
14. Would you like to recommend others?
a)Yes
b)No
Recommendation % Of respondents
8 5 . 1 4 %
Y e s
N o 1 4 . 2 8 %
Sales
0085.14%
yes
No
14.28
INTERPRETATION:
 85.14% of respondents are recommended others.
 14.28% of respondents are not recommended others.

94
TABLE 15:
15.Rate the following Reliance JIO services on basis of your satisfaction?
Services Excellent Very good Fairly Average P o o r

g o o d
N e t w o r k 
cov erag e
Data service 
Calling service 
Value added 
s e r v i c e s
Customer care 
New schemes and offers 
95
FINDINGS
96
FINDINGS
The following are the findings of the study.
1.While conducting the survey, I found that most of 71.23% respondents are satisfied with
Reliance JIO, and 29.77% of respondents are not satisfied. Because still they have network
problem in deep rural areas.
2.Reliance JIO has wide market captured in NCR.LYF handsets are highly demanded in the
market by its customers.
3.Most of the customers are preferred to buy and utilize the LYF handsets because its demand is
very high in the area of NCR.
4.Customers are satisfied the 4G unlimited services as comparison to others services.
5.Reliance JIO is the market leader in NCR areas, all the customers are preferred its products &
services.
6.Reliance JIO is enhanced the potential market share in NCR.
7.Highly competition among another mobiles Samsung, Redmi, HTC. But LYF handsets are
more preferred by the customers.
8.Wide network coverage is available in NCR region.
9.LYF handsets are highly selling products in NCR region markets. Because unlimited 4G
schemes are considered by customers.
At last it can be said that there are a lot of scope of Reliance jio market in near future
97
LIMITATIONS
98
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 30 customers, the results
may have some prone to errors.
4. Study accuracy totally based upon the respondent’s response.
5. Stipulated short span of time for survey.
99
RECOMMENDATIONS
&
SUGGESTIONS
100
RECOMMENDATIONS &SUGGESTIONS
1.In today’s era the Reliance JIO must focus on rural areas to get the people attention and gather
the rural people interest. Because most of rural people are not having the knowledge about
Reliance JIO.
2.Spread out the awareness about Reliance JIO in deep rural areas.
3.Replenish the products on Retailer’s shop on right time, where it is lacking.
4.Remove(exterminate) the problem of calling congestion & call drop.
5.Make the advertisement of Reliance JIO by putting hoardings, boards, posters, and neon
(electric) sign boards in every area. It should be highlighted punch line” LYF DEKHO LYF
JAISI”.
6.Get the feedback from existing customers about Reliance JIO and take the reference for
making new customers.
8.We should try building a good relationship with all retailers, praise, recognition & honor on
several occasion for our retailers would help a lot.
9.The customer care people and also employees in Reliance JIO should try to convey brand
Reliance JIO while talking to people.
10.Enhance the market penetration & shares in every market and give the high competition to
others company.
101
CONCLUSION
102
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 out 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 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.
103
ANNEXURE
104
ANNEXURE
NAME: ------------------------------------
AGE: ------------------------------------
SEX: ------------------------------------
OCCUPATION: ------------------------------------
MOBILE NO: ------------------------------------
ADDRESS: ------------------------------------
Questionnaire
1.Do you have a mobile phone?
a) yes
b) No
2.Are you aware about Reliance JIO?

a) Yes
b) No
3.which operator’s service do you use?

1.Airtel
2.Vodafone
3.Idea
4.Reliance JIO
4.What is your average monthly expenditure on mobile (in RS)?

a) Rs100-Rs200
B) Rs200-Rs300
c) Rs300-Rs400
d) Above Rs500
5.From which source you came to know about Reliance JIO?

a) News paper
b) Advertisement
c) Mouth publicity
d) Hoardings
105
6.Since how long you are using Reliance JIO services?
a) Less than one month
b) 2-3 months
c) 4-5 months
d) Non users
7. Which feature of Reliance jio convinced you to use this?

a) Connectivity
b) Schemes
c) Advertisements
d) Goodwill
8.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
9. Why did you choose this service provider

a). Unlimited calling services
b). Unlimited Data services
c). Unlimited SMS services
d). All services
10.Do you call at customer care?

a) Yes
b) No
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
106
12. Are you satisfied with Reliance JIO services?
a) Yes
b) No
13.What should be improved in Reliance JIO services

a) Improve in Network coverage
b) Remove calling congestion
c) Upgrade in Android version
d) Others
14. Would you like to recommend others?

a) Yes
b) No
15.Rate the following Reliance JIO services on basis of your satisfaction?
Services Excellent Very good Fairly Average P o o r

g o o d
N e t w o r k
c o v e r a g e
Data service
Calling service
Value added
s e r v i c e s
Customer care
New schemes and offers
107
BIBLIOGRAPHY
108
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's son Akash Ambani joins Reliance Industries; begins at telecom arm Reliance
Jio, The Economic Times
Reliance Jio Info COMM 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, The Economic Times
Business 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, set to kick off pricing war, Business Standard
Website
www.JIO.com
www.MYLYF.com
www.google.com
www.wikipedia.com
109

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“CUSTOMER SATISFACTION TOWARDS

BACHELOR OF BUSINESS ADMINISTRATION

UNDER THE GUIDANCE OF:

INTERNAL GUIDE: MS. MANVI PANCHAL

INSTITUTE OF MANAGEMENT EDUCATION, SAHIBABAD GHAZIABAD

Date: NISHANT UPADHAYAY

support this project would have not been completed successfully.

have not been possible.

immense support as well as invaluable encouragement.

 All G+5 (ground floor +five floors) and above buildings

7. DATA ANALYSIS & INTERPRETATIONS 71 - 89

9. RECOMMENDATIONS & SUGGESTIONS 94 - 95

(BIBLIOGRAPHY) 102- 103

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

OBJECTIVE OF THE STUDY

1. To study of customer satisfaction level on Reliance JIO products & services.

3. To find out sale percentage share etc.

Jio's headquarters in RCP, Navi Mumbai

Formerly called  Infotel Broadband Services Limited (2009 - 2013

Mobile telephony, broadband, Wifi,Routerand 4G Data services

The Dominant Players

Jio's net additions were coming from rural areas of India.

Acquisition & Subsidiaries:

PRODUCT & SERVICES

RELIANCE JIO 4G BROADBAND

MODEL: LYF FLAME 6

CHIP SET: Qualcomm® Snapdragon 210 MSM8905

GENERAL FEATURES: OPERATING SYSTEM: Android lollipop 5.1

PERFORMANCE: Chipset: Quad-Core 1.5GHz

BATTERY: Capacity: 1700 MAh, Lithium Ion Battery

STORAGE CAPACITY: Internal Memory: 4GB

CONNECTIVITY: 4G yes, 3G yes (LTE)

CHIP SET: Qualcomm® Snapdragon 210 MSM8909

GENERAL FEATURES: OPERATING SYSTEM: Android lollipop 5.1

PERFORMANCE: Graphics (GPU): Adreno 304 @ 409 MHZ

BATTERY: Capacity: 2000 MAh, Lithium Ion Battery

STORAGE CAPACITY: Internal Memory: 8 GB

CONNECTIVITY: 4G yes, 3G yes (LTE)

MODEL: LYF WIND 1

CHIP SET: Qualcomm® Snapdragon 410 MSM8916

GENERAL FEATURES: OPERATING SYSTEM: Android lollipop 5.1

PERFORMANCE: Chipset: Qualcomm® Snapdragon s 410 MSM8916

BATTERY: Capacity: 2300 MAh, Lithium Ion Battery

STORAGE CAPACITY: Internal Memory: 8 GB, 16 GB

CONNECTIVITY: 3G: Yes

CHIP SET: MTK 6735 P

GENERAL FEATURES: OPERATING SYSTEM: Android lollipop 5.1

PERFORMANCE: Graphics (GPU): ARM (MaliT720- Mpl) @ 600 MHZ

BATTERY: Capacity: 2000 MAh, Lithium Ion Battery

STORAGE CAPACITY: Internal Memory: 8 GB

CONNECTIVITY: 3G: Yes

CHIPSET: Qualcomm® Snapdragon 615 MSM8939

GENERAL Operating System: Android Lollipop 5.1.1

PERFORMANCE: Chipset: Qualcomm® Snapdragon 615 MSM8939

BATTERY: Capacity: 2600 MAH, Lithium-ion polymer