A SUMMER INTERNSHIP PROJECT REPORT ON

CUSTOMER SATISFACTION AT JIO

A Project Report Submitted to

CBS GROUP OF INSTITUTIONS, JHAJJAR, HARYANA

In Partial fulfilment of the requirement for the award of

Degree of
BACHELOR OF BUSINESS ADMINISTRATION

Submitted By

Parth Mehta
Roll No

Mr. Sachin Gupta

(Assistant Professor Management)

CBS GROUP OF INSTITUTION

JHAJJAR (HARYANA)
Reliance Jio Limited, 122022,
DLF Cyber City, DLF Phase 2
Sector 24, Gurugram, Haryana

Date: 30 August 2021

TO WHOMESOEVER MAY IT CONCERN

This is certify that Mr. Parth Mehta student of Bachelor of Business

Administration from CBS GROUP OF INSTITUTIONS, Jhajjar; has
Undergone summer internship project from July 20th 2021 to August 20th 2021
The topic was “CUSTOMER SATISFACTION AT JIO” by RELIANCE
JIO LIMITED. Gurugram.

During his training he was found to be sincere and hard working.

We wish him all the best in his future endeavors.

For: RELIANCE JIO LIMITED.

Mr. Abhinav Sharma

General Manager
 TABLE OF CONTENTS

CHAPTERS TITLE PAGE NO.

1 Introduction 1

6
2 Company Profile

12
3 Customer Satisfaction

17
4 Data Analysis and
Interpretation

36
5 Findings and Conclusion

41
6 Recommendations/Suggestions

44
7 BIBLIOGRAPHY

46
8 QUESTONAIRE
 CBS GROUP OF INSTITUTIONS JHAJJAR
(Affiliated to Maharshi Dayanand University, Rohtak, Haryana)

DECLARATION

I Parth Mehta declares that the Major Project Report entitled “CUSTOMER
SATISFATION AT JIO” is an authentic work carried out by me. The matter

Contained in this has not been submitted earlier for the award of any degree or

Diploma to the best of my Knowledge and belief.

Parth Mehta
Roll no.
 CBS GROUP OF INSTITUTIONS JHAJJAR
(Affiliated to Maharshi Dayanand University, Rohtak, Haryana)

ACKNOWLEDGEMENT
I would like to thank our guide and advisor, Prof. Mr. Sachin Gupta, (Assistant
Professor Management) for giving us an opportunity to work on this challenging
topic and providing us ample and valuable guidance throughout the Project and also
greatly indebted to his, without his encouragement and constant guidance we could
not have finished this project. He has been always a source of inspiration and
motivator for innovative ideas during the entire span of this work.

At the outset, I am grateful to CBS Group of Institution, Jhajjar for providing all
the necessary resources to carry out this Project work. I would like to thank all staff
members and friends, for their support. I would be failing in my duty if I don’t
acknowledge the people behind this work to give me moral and psychological
support.

Parth Mehta
Roll no.
 Chapter 1:
Introduction

1
 STATEMENT OF THE PROBLEM

Customer satisfaction is a general problem which every organization face may

be at high extent or may be at medium extent or may at low extent.

The hypothesis has been made that there is a problem to achieve customers
satisfaction in Someshwar Trading Co., and this is affecting on the target of
achievement of the company’s objectives.

Survey has been conducted to know the customers satisfaction.

The research conducted was descriptive research the objectives were found
Out from the market by asking the customers about their views

2
 RESEARCH METHODOLOGY
The data was collected through survey. The information was collected directly
from respondents. The survey was done by personal interview, where the
information was collected directly from respondents in face-to- face situation.

The measurement technique used was a questionnaire.

Questionnaire was used as a formalized instrument would give the

respondents and the researchers a fixed pattern to conduct a survey. The
questionnaire was structured, as it would provide better means of recording
the information.

SAMPE SIZE
The sample chosen contained 100 respondents. This number was chosen
taking into consideration on the time limit and inadequacy of manpower for
the survey. This population is from Yaragatti.

SAMPLING METHOD
The sampling method chosen is non probability in this survey it was
judgmental sampling. As the sampling unit was selected according
to the researcher’s judgment of income.
The respondents were interviewed in their work areas such as office, hospital,
home, school, and college.

3
 OBJECTIVES OF THE STUDY
To know the customers satisfaction.

To know the customers behavior and response towards Jio

Company.

To find out the factors influencing the customers.

To know the activities and facilities provided by company to satisfy

customers.

To study welfare activities of the company.

To know the expectations of customers while connecting with Jio

Company.

To know how branded the Jio is?

To give remedial measures that can be implemented by Jio.

4
 SCOPE OF THE STUDY
The scope of the project report is to study the level of satisfaction of the
customers with Jio GSM. Every company wants the feedback of their
customer about the product, price, service and promotional activities in order
to know the customer attitude towards its product. This study confirms that
the Reliance Jio Pvt Ltd has satisfied its customers with Jio GSM service.

5
Chapter 2:
COMPANY
PROFILE

6
 COMPANY PROFILE
History

Reliance Jio Infocomm Limited, doing business as Jio, is an

Indian telecommunications company and a subsidiary of Jio Platforms,
headquartered in Mumbai, Maharashtra, India. It operates a
national LTE network with coverage across all 22 telecom circles. It does not
offer 2G or 3G service, and instead uses only voice over LTE to provide voice
service on its 4G network

The company was registered in Ambawadi, Ahmedabad, Gujarat on 15 February 2007

as Infotel Broadband Services Limited (IBSL). In June 2010, Reliance Industries (RIL)
bought a 95% stake in IBSL for ₹4,800 crore (equivalent to ₹91 billion or
US$1.2 billion in 2020). Although unlisted, IBSL was the only company that won
broadband spectrum in all 22 circles 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 Jio Infocomm Limited (RJIL) in January 2013.

In June 2015, Jio announced that it would start its operations throughout the country by
the end of 2015.

However, four months later in October, the company postponed the launch to the first
quarter of the financial year 2016–2017

Later, in July 2015, a PIL filed in the Supreme Court by an NGO called the Centre for
Public Interest Litigation, through Prashant Bhushan, challenged the grant of a pan-
India license to Jio by the Government of India. The PIL also alleged that the firm was
being allowed to provide voice telephony along with its 4G data service, by paying an
additional fee of just ₹165.8 crore (US$22 million) which was arbitrary and
unreasonable, and contributed to a loss of ₹2,284.2 crore (US$300 million) to the
exchequer. The Indian Department of Telecommunications (DoT), however, explained that
7
the rules for 3G and BWA spectrum didn't restrict BWA winners from providing voice
telephony. As a result, the PIL was revoked, and the accusations were dismissed.
The 4G services were launched internally on 27 December 2015. The company
commercially launched its 4G services on 5 September 2016, offering free data and
voice services till 31 December, which was later extended till 31 March 2017. Within
the first month, Jio announced that it had acquired 1.6 crore (16 million) subscribers
[
and has crossed 5 crore (50 million) subscriber mark in 83 days since its
launch, subsequently crossing 100 million subscribers on 22 February 2017. By
October 2017, it had about 13 crore (130 million) subscribers .
Reliance Jio provides telecommunication services primarily to corporate, and
small and medium scale enterprises in India. It offers global system for mobile
communication (GSM) services, broadband and telephone services, national
and international long distance services, and enterprise services. The
company's mobile communication services include information services,
short message, and prepaid and postpaid services, as well as wireless
application protocol-enabled Internet access and roaming

Services. Its telephone services include telephone services, dial-up services,

special phone plus services, unified messaging, and audio conference
services; and broadband services comprise integrated services digital network,
leased line, virtual private networks, and wireless fidelity networks. The
company also offers long-distance voice and data communication services, as
well as enterprise services, such as voice services, mobile services, satellite
services, managed data and Internet services, and managed e-business
services.

8
 VISION & PROMISE

By 2015 Jio will be the most admired brand in India:

Loved by more customers
Targeted by top talent
Benchmarked by more businesses

We at Jio always think in fresh and innovative ways about the

needs of our customers and how we want them to feel. We deliver
what we promise and go out of our way to delight the customer with
a little bit more

9
ORGANISATION
CHART

10
11
Chapter 3:

Customer
Satisfaction

12
 CUSTOMER SATISFACTION
Introduction:
Satisfaction is a person’s feelings of pleasure or disappointment resulting from
comparing a products perceived performance (or outcome) in relation to his
or her expectations.

Many companies are aiming for high satisfaction because customers who are
just satisfied still find it easy suits when better offer comes along. Those who
are highly satisfied are much less ready to switch high satisfaction or delight
credits an emotional dignity with the brand, not just a relational preference.
The result is high customer loyalty. Their expectations are influenced by their
past buying experience, friends and associated advice, marketers,
competitors’ information and promises. If marketers raise expectations too
high, the buyer is to be disappointed.

Definition:
“Satisfaction is a function of perceived performance and expectations. If the
performance falls short of the expectations the customer is satisfied. If the
performance matches the expectations the customer is satisfied. If the
performance exceeds expectations the customer is highly satisfied or
delighted.”

Cautions in measuring customer satisfaction:

When customer rates their satisfaction with an element of the company’s

performance, the delivery company needs to recognize that how

The customer defines the good delivery. This could mean an early delivery,
on time delivery, order completeness and so on. Yet the company had to spell
13
out every element in detail, customer would face a huge questionnaire. The
company must also realize that two customers can report being highly satisfied
for different reason.
Companies should also know that mangers and sales people can manipulate their ratings
on customer satisfaction. They can be especially nice to customers just before the
survey. Another danger is company will go out of the way to please to customer; some
customers may express high satisfaction classification (even satisfied) in order to
receive more concessions.

Delivering customer value and satisfaction value chain:

The value chain as a tool for identifying ways to create more customer value,
every firm has a collection of activities that are performed to design, produce
market deliver and support it products. The value chain identifies nine
strategically relevant activities. This nine value creating activity consists of
five primary activities and four support activities.

The primary activities represent the sequence of bringing materials into the
business. Converting them into final products, shipping out final products,
marketing them and providing service. The support activities procurement,
technology development, human resource management and firm
infrastructure.

14
Value – delivering network:

To be successful the firms also need to look for competitive advantage beyond
its own operations, into the value chain of its suppliers, distributors and
customers. Many companies today have partnered with specific suppliers and
distributors to create a superior value delivery network

Attracting and retaining customers:

In addition to attracting the new customers and retaining the existing

customers many companies are intent on developing stronger bonds and
loyalty in the supply chain

15
 Plan Validity Talk time Call Rate
Local Mobile Landline STD

Jio One Plan 1 Month 50

398 Plan 1 Year 200 50ps Rs.1 Rs.2.65

349 Plan 1 Year 150 79ps 79ps Rs.2.65

Bundling offer 2 Year 10 Rs.1 Rs.1 Rs.2.65

Super Lifetime Life time 10 Rs.1 Rs.1 Rs.2.65

16
Chapter 4:
Data Analysis
&
Interpretation

17
 DATA ANALYSIS AND INTERPRETATION
The analysis of the questionnaire was done taking into consideration the
objectives.

The popular company is descriptive form and the reasons are stated giving
the number of respondents favoring the company in percentage form.

The popular Jio service is given in percentage form which the opinion of
People is given in descriptive form

18
TABLE NO:-1

DURATION OF USAGE OF JIO SIM BY CUSTOMERS

Duration No. of Percentage

Customers
1-6months 32 32

6months-1yr 26 26

1-2yrs 22 22

2-3yrs 12 12

3-5yrs 6 6

5-8yrs 2 2

19
 GRAPH NO:-1

35

30

25

20

15 No. of Customers
10

0
1-6 6 Mth 1-2 2-3 3-5
Mth 1 Yr Yr Yr Yr

CONCLUSION:-
It is found that most of the users are using Jio from last 3yrs. From the data it is clear
that current market of Jio has grown up vastly. Because Jio provides good services
and attractive tariff plans.

20
TABLE NO:-2

DIVERT OF DEMAND FROM OTHER COMPANY

TO JIO

From Vodafone to Jio 11

GRAPH
From airtel to Jio 9 NO:-2

From BSNL to Jio 7

12

10

6 No. of Customers

Vodafone Reliance BSNL

21
CONCLUSION:

It is found that 27% of the customers have newly got connected to Jio and
73% are using from long years.

In that 27% of customers mostly are diverted from Vodafone, followed by

Reliance and then at last by BSNL.

TABLE NO:-3

USAGE OF OTHER SIM

Being a Jio customer, some of them even use other company sim.
The details are as follows:

No. of customers Percentage

Only Jio users 76 76
Jio users using even 24 24
other sim

Among these, Jio users using even other sim are:

22
 SIM No. of customers Percentage
BSNL 6 25
Vodafone 10 41.66
Reliance 8 33.34

GRAPH NO:-3

10
9
8
7
6
No.of Customers
5
4
3
2
1
BSNL VODAFONE RELIANCE

CONCLUSION:-
It is found that 41.66% of the users are using Vodafone, followed by 33.34%
users are using Reliance and then 25% users are using BSNL, along with Jio.

23
TABLE NO:-4

REASONS FOR BUYING JIO SIMCARD

Reasons Customers’ Percentage

opinion

Network/coverage 58 58

Attractive tariff/plans 20 20

Others 22 22

24
 GRAPH NO:-4

60

50

40

30
No.of Customers
20

10

0
Network Plans Others

CONCLUSION:-

By the above chart we can interpret that network/coverage is the main

influence factor for customers to accept Jio service.

25
TABLE NO:-5

PERFORMANCE OF JIO SIM

Criteria No. of customers Percentage

Delighted 24 24

Highly satisfied 34 34

Satisfied 42 42

GRAPH NO:-5

Delighted
Highly Delighted
Satisfied

26
CONCLUSION:-

From the above diagram it is clear that 100% customers show the
satisfaction towards Jio.

TABLE NO:-6

LEVEL OF SATISFACTION REGARDING FACILITIES

Facilities Good Bad

Calls incoming 100 00

Calls outgoing 66 34

SMS 33 77

MMS 42 58

27
 GRAPH NO:-6

100
90
80
70
Good
60
50 Bad
40
30
20
10

Calls calls SMS MMS

Incoming outgoing

CONCLUSION:-
It is found that 100% of customers are satisfied with incoming calls, because of excellent
network coverage. But, as per outgoing calls 34% of them are unsatisfied and the response
was only one, which is high cost. 33% of customers agree that SMS facility is good, 5%
of them believe that the rate of 10ps/SMS is makes them unsatisfied. Finally, 42% of the
customers are satisfied with the MMS.

28
TABLE NO:-7

MODE OF COMMUNICATION

Mode of communication No. of customers Percentage

By sending SMS 46 46

Postal facilities 12 12

Call up 33 33

Internet 9 9

GRAPH NO:-7

50
45
40
35
30
25
20
No.of Customers
15
29
 10
5
0

By Postal Call up Internet

Sending Facilities
SMS

CONCLUSION:-

By the above chart it clear that Jio keeps their customers in touch maximum through
sending SMS i.e. 46% then is by call up at 33% and then through postal facility 12% and
then through internet is 9% customers strongly believe in Jio.

TABLE NO:-8

CUSTOMERS PERCEPTION TOWARDS JIO SERVICE AND

ITS WELFARE ACTIVITIES

Perception No. of Percentage

customers
Proud 92 92

Not proud 8 8

30
 GRAPH NO:-8

CONCLUSION:-

It’s noticed that most of the customers of Bharti Jio are proud about their
choice of Jio. 92% of the customers are proud & rest of them doesn’t feel that
proud.

31
TABLE NO:-9

RANK 1 GIVEN BY THE CUSTOMERS

Companies No. of customers Percentage

Jio 63 63

BSNL 17 17

Vodafone 12 12

Reliance 8 8

32
GRAPH NO:-9

70

60

50

40

30 No.of Customers

20

10

0
Jio BSNL Vodafone Reliance

CONCLUSION:-

From the data collected it is clear that the final rankings are

Rank 1 Jio

Rank 2 BSNL

Rank 3 Vodafone

Rank 4 Reliance

33
TABLE NO:-10

OVERALL SATISFACTION OF CUSTOMERS

Satisfaction No. of Percentage

Level Customers

Highly satisfied 53 53

Satisfied 27 27

Just satisfied 20 20

34
GRAPH NO:-10
60

50

40

30
No.of Customers
20

10

0
Highly Satisfied Just Satisfied
Satisfied

35
 Chapter 5:

FINDINGS
&
CONCLUSION

36
 FINDINGS

1. By the survey it is found that the main reason of brand loyalty of Jio is
because of its network.
2. Customers feel that Jio is a royal SIM and a genuine product hence
worth buying. The second reason is the quick service helpline and
which are open for 24hours/day. Then thirdly, air is providing attractive
tariff plans.

3. 27% of the customers have newly got connected to Jio and 73% are
using air from long ago.

4. Out of the total customers using Jio 20% of them believe it to be good,
27% as better and 53% as best.

5. As per facilities is concerned, calls incoming-100% customers are

satisfied, calls outgoing-66% are satisfied, for SMS 23% are satisfied
and 42% are satisfied with MMS.

6. 12% customers strongly believe that they are communicated through

postal services, 9% customers believe as internet, 46% customers by
sending SMS and then 33% through call up.

37
7. In response to the perception towards Jio 92% customers are proud,
8% are not proud.

8. The rankings made by respondents towards different companies are :

Rank 1 Jio

Rank 2 Airtel

Rank 3 Vodafone

Rank 4 BSNL

38
CONCLUSION

Reliance Jio provides telecommunication services primarily to corporate, and

small and medium scale enterprises in India. It offers global system for mobile
communication (GSM) services, broadband and telephone services, national
and international long distance services, and enterprise services. Jio has best
network and coverage compared to other companies. Most of the people have
ranked top to this company. The service provided by Jio is satisfactory.

This research study on “Customer satisfaction towards Reliance Jio sim with special
reference to Tiruchirappalli District” is found that there is significant relationship
between income and satisfaction and there is no significant relationship between age
and awareness level. In today’s competitive business, customers are considered as the
backbone of the company. Customer service, like any aspect of business, is a practiced
are that takes time and effort to master. Treating the customers like friends is the best
way to attract them and make then always come back. The level of satisfaction can also
vary depending on other options and customer. Customer satisfaction research will have
to help business build stronger relationships.

SCOPE FOR FURTURE RESEARCH

Reliance Jio has entered into the market of telecom service providers with freebies and
more data to the customers. In the knowledge world, Jio’s the foray into the fast
39
evolving market has made tremendous change in the competition, price and data
availability. Jio is widely used by the techno–savvy customers. The customer
satisfaction is conditioned by the price, availability and addressing the problems of the
customers at once. The rural area customers also use Reliance Jio. Even though the
sector has reflected promising growth in India but still remaining at a very low
compared with international standards and this providing tremendous opportunity for
future growth in tele–communication services. So Reliance Jio improves the network
connection and speed in rural area.

The study is involved in measuring the level of satisfaction and preference of JIO
customer and the researcher recommends reliance JIO Company to improve their
network coverage and to wipe out the calling congestion. And it is assured that the
company can achieve the 100 percentage satisfaction of their customer. And also the
customer might not be switch over to other networks. It will create goodwill for the
company and enrich its worthiness.

40
Chapter 6:
SUGGESTIONS

41
 SUGGESTION TO RELIANCE JIO LTD.

1. The recharge rate to pre-paid is very high as compared to other

companies i.e. the rent is deducted to a high extent so, it must be
reduced.

2. Most of the customers found that the call rate is very high and must
be reduced.

3. Increase discounts and extend time limit.

4. Needs to provide immediate response regarding easy recharge on

prepaid connection.

5. In the application form before the SIM is provided, it must have

working hours to be mentioned between which the call ups must not
be done by Jio to the specified customer.

Dealer has to provide service like Signal adjustments, etc., Dealer has to take effort to
dispatch the Bills quickly in context of satisfying the postpaid customers. Some technical
63 Programs are to be conducted by the dealer in order to upgrade the skills of workers
and employees. As some of the respondents are not happy about the product, dealer has to
maintain better relationship with the customers. Dealer has to work as the brand
ambassador of the Airtel in order to retain the potential customers. Dealer has too
42
introduce some new schemes to attract employees.

Advertisement is required for the improvement of sales of postpaid Services. Timely

delivery of repaired bills is the major factor, hence the company has to concentrate to give
good service. The service stations have to be guided properly in order to see a happy
customer. The cost involved to retain the old customers is less than the cost involved in
working the new customer. Hence, the focus of the company should be more on the

existing customers in industrial sector. This can be done by remembering the birthdays of
the owners and send a gift by giving emotional appeal. Dealer is as important as the end
customer, since he is the primary customer of the company. In order to motivate the dealer
the company should introduce certain incentive to the dealers like To and Fro charges for
pleasure trips Festival and seasonal gifts. Frequent Informal dealers meet

To improve towers and to solve the network coverage problems.

ng congestion &
call drop.

To provide reliance JIO 4g SIM for available all the recharge shops.

We need a simple process for activation of JIO 4g.

To reduce the JIO prime recharge amount.

d the references for making

New customers.

43
BIBLIOGRAPHY

WEBSITE
www.jio.com
www.google.com

44
QUESTIONNAIRE

45
 QUESTIONNAIRE

A Survey on “Customer Satisfaction” for Reliance JIO Ltd.

with special reference to Someshwar Trading Company.,
Yaragatti.

PERSONAL INFORMATION

1) Name & Address:

2) Occupation:

3) Income:(per annum)

Below Rs.10000 Rs.10000-20000

Rs.20000-30000 Above Rs.30000

46
4) Age Group:

18 - 30 30 - 40

40 - 50 Above 50

RESERCH INFORMATION

1) Since how many years/months you are using Jio network?

Years/months.

2) Have you changed your old connection to Jio?

Yes No

If yes, which mobile were you using earlier?

Reason for diverting:

3) Do you use even any other SIM other than Jio?

Yes No

If yes, mention:

BSNL Vodafone

47
 Reliance

If No, why do you use Jio service only?

Network/Coverage

Attractive Tariffs/Rates

Others

4) Details of your tariff/rate plan:

5) Your opinion about the existing offers in Jio :

6) What is your opinion about the following facilities provided to you?

Facilities Delighted Highly Satisfied Satisfied Dissatisfied

Local A-A Calls
Local Calls to
Others
STD Calls
ISD Calls
48
 SMS
GPRS

7) What is the mode of communication channel through which Jio

keeps you in touch?

By sending SMS Postal Services

Call up Internet

8) Are you aware of the welfare activities of the Jio Co.?

Yes No

If yes, are you satisfied with those activities?

Fully Partially

Not at all Not Satisfied

9) Do you feel proud to be a part of Jio Co.?

Yes No

If Yes or No

Reasons:

10)Rate the following networks by using numbers( 1…4) Jio

BSNL

Vodafone Reliance

49
11) Any Suggestions to the company:

12)Overall, how satisfied have been with the Jio services? Fully

satisfied Satisfied Just satisfied

50