Title Page

PROJECT REPORT
On
“A Study on customer satisfaction towards Reliance JIO”

FOR
THE PARTIAL FULFILLMENT OF THE AWARD OF THE DEGREE OF
“MASTER OF BUSINESS ADMINSTRATION”
FROM GGS IP UNIVERSITY
DELHI

BATCH: 2017-2019

SUBMITTED BY: SUBMITTED TO:

Sheetal chauhan Dr. Monika Jain

ARMY INSTITUTE OF MANAGEMENT & TECHNOLOGY,

GREATER NOIDA (UP) – 201306
 Certificate of Training – Industry Mentor

Sample- Certificate of Training

(On the letter head of the company duly signed by the authorities)

TO WHOMSOEVER IT MAY CONCERN

This is to certify that Ms. SHEETAL CHAUHAN of MBA 2017-19

Batch from “Army Institute of Management & Technology,
Greater Noida” has undergone Summer Internship Project in our
organization. His/her project title was “A study on customer
satisfaction towards Reliance JIO”, supervised under Mr. RAJAT
GOEL (Industry Mentor/ Guide) from 01st June 2018 to 31st July
2018. His/ her conduct and effort during the Internship is highly
appreciable.

Authorised Person
Signature
Mr. Rajat Goel
Dupty manager
(With stamp)
 Supervisor Certificate – Faculty Mentor

This is to certify that Sheetal Chauhan a student of Master of Business

Administration, Batch 2017-19, Army Institute Management & Technology, Greater
Noida, has successfully completed hi/hers project under my supervision.

During this period, he/she worked on the project titled “A Study on customer
Satisfaction towards Reliance Jio” in partial fulfillment for the award of the degree
of Master of Business Administration of GGSIP University, Delhi.

To the best of my knowledge the project work done by the candidate has not been
submitted to any university for award of any degree. His/her performance and
conduct has been good.

(Signature)
Dr. Monika Jain
AIMT-Gr. Noida
Date:
 Certificate of Originality

I, Ms. Sheetal Chauhan , Roll No. 09518403917 of MBA 2017-19 Batch of Army
Institute of Management & Technology has undergone a Summer Internship in
Reliance Jio Infocom Pvt Ltd. for a duration of 8 weeks on a project title
“customer satisfaction towards Jio”, hereby declare that this project is my original
piece of work.

Sheetal chauhan
MBA batch 2017-2019
Date
Acknowledgement

I want to show my sincere gratitude to all those who made this study possible. First
of all I am thankful to the helpful staff and the faculty of Army Institute of
Management and Technology. Second I would like to extend my sincere thanks to
my Industry Guide, Mr. Rajat Goel, for his/her untiring cooperation. One of the
most important tasks in every good study is its critical evaluation and feedback
which was performed by my faculty guide Dr. Monika Jain. I am very thankful to
my Faculty as well as Industry guide for investing his precious time to discuss and
criticize this study in depth, and explained the meaning of different concepts and
how to think when it comes to problem discussions and theoretical discussions. My
sincere thanks go to my Institute and family, who supported and encouraged me.

Sheetal chauhan
Course – MBA
EXECUTIVE SUMMARY

This report is about the Summer Internship Program with Reliance Jio Infocomm, Gurgaon.
The project assigned to me by the company was to understand the customer’s satisfaction
level
towards services providing by Reliance Jio, Gurgaon. In this comprehensive report discussion
of the major aspect of the consumer’s satisfaction towards servicing providing at Gurgaon. In
this report, you will find the consumer’s different aspects and factors, which they are using
the services providing by Reliance Jio Infocomm. This report also attempts to shed light on
some of the reasons why more and more consumers are using the service.

To understand better about the consumer’s satisfaction levels, a survey was conducted on
different background of the people those who are using the services providing by Reliance
Jio. The survey included a questionnaire which asked the students on some specific
questions, whose answers were then recorded. This survey forms the analysis part of my
research. It gives an insight on the customer’s satisfaction level towards services providing by
Reliance Jio, Gurgaon. The study helps to understand the current scenario of the company in
all aspects at the time of using the services. This report also covers the significance role of
channel partner, who are helping to get the consumers as well as helps in increasing the sales
revenue of the company. In the duration of the project, the analyses had it made it clear that
the consumer’s satisfaction level towards service providing by Reliance Jio is very import in
every aspect. There were some problems also in the job of store management. In the end, the
findings, conclusions and recommendations on the basis of the research are given. And while
being close to the conclusion of the project, the inferences drawn from the analyses provided
a good picture about the student satisfaction towards service providing by Reliance Jio
Infocomm. RJIL (reliance Jio infocomm pvt ltd.) has successfully demonstrated legal interception
and monitoring rules compliance of its 4G network for high speed wireless internet, phone calls, video
calls and free messaging service across country.

To identify and pitching different institutes all over Delhi NCR and explaining them about
Reliance Jio high speed Wi-Fi features
 All Wi-Fi plans for non Jio and Jio users
 Business meetings with institutes heads
 Collecting data about college and there need
 Zero capital expenditure and maintenance cost to the institute
 High speed Jio fiber backhaul
 Pay as you use model
 Zero IT security cost to the institute
 Zero equipment/network up-gradation cost to the institute
 Jio will provide end to end service
 ADD-ON facility to the institute
 Interactive video events with iconic personalities
 Digitize your institute magazine
 Smart, simple and secured network
 MHRD compliance
 Educate and promote the availability of digital services to students and faculty
Table of Contents

Certificate of Training – Industry Mentor ............................................................................... (i)

Supervisor Certificate – Faculty Mentor................................................................................. (ii)
Certificate of Originality ........................................................................................................ (iii)
Acknowledgement ................................................................................................................. (iv)
Executive
Summary……………………………………………………………………………..(v)

Chapter Page No.

Chapter 1- Introduction
1.1- Industry Introduction
1.2- Company Introduction
1.3- Topic Introduction
Chapter 2- Objective of the Research undertaken
Chapter 3- Literature Review
Chapter 4- Hypothesis, if any
Chapter 5- Research Methodology
Chapter 6- Data Analysis
Chapter 7- Result Discussion
Chapter 8- Conclusions & Recommendations
Bibliography
Appendices- to include questionnaire
 CHAPTER-1
INTRODUCTION
 Telecom industry in india
Introduction

India is currently the world’s second-largest telecommunications market with a subscriber

base of 1.17 billion and has registered strong growth in the past decade and half. The Indian
mobile economy is growing rapidly and will contribute substantially to India’s Gross
Domestic Product (GDP), according to report prepared by GSM Association (GSMA) in
collaboration with the Boston Consulting Group (BCG). App downloads in the country grew
approximately 215 per cent between 2015 and 2017.

The liberal and reformist policies of the Government of India have been instrumental along
with strong consumer demand in the rapid growth in the Indian telecom sector. The
government has enabled easy market access to telecom equipment and a fair and proactive
regulatory framework that has ensured availability of telecom services to consumer at
affordable prices. The deregulation of Foreign Direct Investment (FDI) norms has made the
sector one of the fastest growing and a top five employment opportunity generator in the
country.

Market Size

With 493.96 million internet subscribers, as of March 2018, India stands second in terms of
total internet users. As of June 2018, overall tele-density stood at 89.72 per cent. Urban tele-
density stood at 158.16 per cent and rural tele-density at 57.99 per cent.

Rise in mobile-phone penetration and decline in data costs will add 500 million new internet
users in India over the next five years, creating opportunities for new businesses. The
monthly data usage per smartphone in India is expected to increase from 3.9 GB in 2017 to
18 GB by 2023.

India’s smartphone market grew 14 per cent year-on-year to a total of 124 million shipments
in 2017, as per IDC. Availability of affordable smartphones and lower rates are expected to
drive growth in the Indian telecom industry.

Investment/Major development

With daily increasing subscriber base, there have been a lot of investments and developments
in the sector. The industry has attracted FDI worth US$ 31.75 billion during the period April
2000 to June 2018, according to the data released by Department of Industrial Policy and
Promotion (DIPP).

Some of the developments in the recent past are:

 During the first quarter of 2018, India became the world’s fastest-growing market for
mobile applications.
 In November 2017, Airtel’s acquisition of Tata Teleservices’ mobile business was
given approval by Competition Commission of India (CCI).
 Bharti Airtel is planning to launch 6,000 new sites and 2,000 km of optical fiber in
Gujarat in 2018-19.
  The number of mobile wallet transaction increased 5 per cent month-on-month to
325.28 million in July 2018.
 As of June 2018, BSNL is expected to launch its 5G services by 2020.
 Vodafone India and Idea Cellular have merged into ‘Vodafone Idea’ to become
India’s largest telecom company, as of September 2018.

Government Initiatives

The government has fast-tracked reforms in the telecom sector and continues to be proactive
in providing room for growth for telecom companies. Some of the other major initiatives
taken by the government are as follows:

 The Government of India is soon going to come out with a new National Telecom
Policy 2018 in lieu of rapid technological advancement in the sector over the past few
years. The policy has envisaged attracting investments worth US$ 100 billion in the
sector by 2022.
 The Department of Information Technology intends to set up over 1 million internet-
enabled common service centres across India as per the National e-Governance Plan.
 FDI cap in the telecom sector has been increased to 100 per cent from 74 per cent; out
of 100 per cent, 49 per cent will be done through automatic route and the rest will be
done through the FIPB approval route.
 FDI of up to 100 per cent is permitted for infrastructure providers offering dark fibre,
electronic mail and voice mail.
 The Government of India has introduced Digital India programme under which all the
sectors such as healthcare, retail, etc. will be connected through internet

Achievements

Following are the achievements that the government has registered under its initiatives in
2017:

 Department of Telecommunication has launched ‘ Tarang Sanchar’ a web portal

sharing information on mobile towers and EMF Emission Compliances.

Road Ahead

Revenues from the telecom equipment sector are expected to grow to US$ 26.38 billion by
2020. The number of internet subscribers in the country is expected to double by 2021 to 829
million and overall IP traffic is expected to grow 4-fold at a CAGR of 30 per cent by 2021.
The Indian Government is planning to develop 100 smart city projects, where IoT would play
a vital role in development of those cities. The upcoming National Telecom Policy 2018 has
envisaged attracting investments worth US$ 100 billion in the telecommunications sector by
2022. The Indian Mobile Value-Added Services (MVAS) industry is expected to grow at a
CAGR of 18.3 per cent during the forecast period 2015–2020 and reach US$ 23.8 billion by
2020.

I. INTRODUCTION Now-a-days, no one is living without mobile

phone. Many number of network services
 are available in this world. Especially, the study is focused on
Reliance Jio network which has been
founded in 2007. It is a LTE mobile network operator in India. It
is a wholly owned subsidiary of Reliance
Industries headquartered in Mumbai which provides wireless 4G
LTE service network (without 2G/3G