SUMMER TRAINING REPORT

ON

“Customer Satisfaction towards Reliance JIO Products & Services”

AT

“RELIANCE JIO”

(Submitted to PDM University in Partial fulfillment of requirement for the award

of degree of Master of Business Administration)

Submitted By:

Raj kumar

MBA 3rdsemester

Roll no.H50217002

PDM UNIVERSITY

BAHADURGARH

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2
 DECLARATION

I, Raj Kumar , Roll no.H50217002 MBA 3rd Semester of PDM UNIVERSITY, Bahadurgarh, Hereby
Declare that the project work entitled “Customer Satisfaction towards Reliance JIO Products &
Services” is an original work carried out by me and same has not been submitted by any other
university for the award of any other degree. The interim Report was presented to the supervisor on
and pre-submission was made on. The feasible suggestions were approved by faculty
have been duly incorporated in consultation with the supervision.

Countersigned

Signature of Supervisor Signature of candidate

Forwarded by

Director /principal of the Institute

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 ACKNOWLEDGMENT

I deeply express my profound gratitude and whole hearted thanks to our beloved P.D.M.
UNIVERSITY, BAHADURGARH which provide necessary facilities and guidance and endless
encouragement which help me soundly. It is a boon to all of us not only completing our project but
also throughout the course of study under the humanitarian grounds.

I would like to express my sincere gratitude towards Ms. Shikha Gupta, Head of Department,
Management Studies.

I would also like to express my gratitude towards Ms. Anupama, Assistant Professor, Department of
Management Studies, under whose guidance I undertook this study and also for extending the advice
and direction required to carry on a study and for helping me with the intricate details of every steps
of the way.

It will be worthless if I do not pay my sincere thanks to all staff members of regulatory finance
department for their positive cooperative in completion of my report in significant manner.

(Raj Kumar)

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 Table of contents

S.NO. Descriptions Page no.

1 Declaration

2 Certificate

3 Acknowledgement

4 Introduction to the topic

5 Industry profile

6 Company profile

7 Objectives of the study

8 Research Methodology

9 Data analysis & interpretation

10 Findings

11 Limitations

12 Suggestions

13 Conclusion

14 Bibliography

15 Questionnaire

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 INTRODUCTION

After the globalization of Indian 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 and domestic come
into cellular service, service market and offers number of service 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 preference, he cannot possibly achieve his ultimate objectives. A
manufacturer must plan his production and distribution to suit the consumer’s convenience rather
than his won. Therefore a marketer must know more and more about the consumer, 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 13lakhs. 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 month between March 2010 and March 2011, while the overall tele density has increased to
81.82% as of 30 November 2015, and the total number of telephone users (mobile & landline) has
reached 1009.46 million as a May, 2015. Now currently telephone subscriber (mobile & landline) is
116.8crores (june 2018).

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

The company is updating retail footprint to a new Reliance JIO concept delivering a differentiated
customer experience. A core part of our promise to customer 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 increase in both sales and customer satisfaction. The new concept will be rolled out
globally over the next upcoming years.

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 INDUSTRY PROFILE

India has a fast-growing mobile services market with excellent potential for the future. With almost
five million subscriber amassed in less than two year 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 year to reach the figures India currently holds. The number of mobile phone subscriber in the
country would exceed 50 million by 2010 and cross 300 million 2016, according to Cellular operation
Association of India (COAI).

According to recent strategic research by Frost &Sullivan, India 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 India subscriber requirement. Subscriber 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 three main competing network technologies: Global system for
mobile Communication (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 one mobile
phone. It automatically solves the problem of eavesdropping on one call.

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.

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For example, a driver’s license issued by the government, give the authority to a person to drive a
motor vehicle. There are three main types of license fee which the government charges: (1) initial
license fee, which generally is non-refundable, (2) annual license fee, (3) 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 the power to the government to grant license to any person to
establish or use a telegraph.

Code division Multiple Access (CDMA) describes a communication channel access principle that the
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 satellite system for
transportation logistic.

Indian system telephony market is increasing day by day and there is more to happen with
technological up gradation occurring nearly every day and the ever-increasing demand for easier and
faster connectivity, the mobile telephony market is expected to race ahead.

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 The National Digital Communications Policy, 2018

The National Digital Communications Policy, 2018 seeks to unlock the transformative power of
digital communications networks - to achieve the goal of digital empowerment and improved well-
being of the people of India; and towards this end, attempts to outline a set of goals, initiatives,
strategies and intended policy outcomes.

The National Communications Policy aims to accomplish the following Strategic Objectives by
2022:

1. Provisioning of Broadband for all.

2. Creating 4 Million additional jobs in the Digital Communications sector.

3. Enhancing the contribution of the Digital Communications sector to 8% of India’s GDP from ~ 6%
in 2017.

4. Propelling India to the Top 50 Nations in the ICT Development Index of ITU from 134 in 2017.

5. Enhancing India’s contribution to Global Value Chains

6. Ensuring Digital Sovereignty .

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 Establishment of TRAI

Telecom Regulatory Authority of India (TRAI) is an independent regulatory body established by the
Telecom Regulatory Authority of India Act 1997 to oversee the telecommunications industry in
India.

TRAI is charged with ensuring the orderly growth of the telecom sector while protecting the interests
of both telecom service providers and consumers. It encourages technological improvements and
makes recommendations for how providers can improve efficiency and technical compatibility. To
that end, TRAI establishes standards for quality of service (QOS) and supervises how service
providers share revenue. TRAI also conducts periodical surveys to ensure that telecom service
providers are acting in the best interest of consumers and are operating in compliance with universal

service obligation.

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 Key players in the Market

Vodafone Idea Limited

Vodafone Idea Limited is India's largest telecom operator with it’s headquarter based in
Mumbai, Maharashtra. Vodafone Idea is a pan-India integrated GSM operator offering 2G,
3G and 4G mobile services under two brands named Vodafone and Idea. Vodafone Idea also
provides services including Mobile payments, IoT , advanced enterprise offerings and
entertainment, accessible via both digital channels as well as on-ground touch points, centers
across the country. The company's vision is 'to create world class digital experiences to
connect and inspire every Indian to build a better tomorrow'. As of July 2018, Vodafone Idea
has 38.37% market share in India with 443.94 million subscribers, making it the largest
mobile telecommunications network in India and second largest mobile telecommunications
network in the world. Vodafone Idea has a broadband network of 340,000 sites, distribution
reach of 1.7 million retail outlets.

On 31 August 2018, Vodafone India merged with Idea Cellular, and was renamed as
Vodafone Idea Limited. However, the merged entity continues using both the Idea and
Vodafone brand. Currently, the Vodafone Group holds a 45.1% stake in the combined entity,
the Aditya Birla Group holds 26% and the remaining shares will be held by the public. Kumar
Mangalam Birla heads the merged company as the Chairman, with Mr. Balesh Sharma as the
CEO.

Bharti Airtel Limited

Bharti Airtel Limited (commonly shortened to Airtel and stylised airtel) is an Indian
global telecommunications services company based in New Delhi, India. It operates in 20
countries across South Asia and Africa. Airtel provides GSM, 3G, 4G LTE mobile services,
fixed line broadband and voice services depending upon the country of operation. Airtel had
also rolled out its VoLTE technology across all Indian telecom circles except Jammu and
Kashmir and is likely to launch in this circle soon. It is the second largest mobile network
operator in India and the third largest mobile network operator in the world with over 438.04

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million subscribers. Airtel was named India's second most valuable brand in the first ever
Brandz ranking by Millard Brown and WPP plc.

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Reliance Jio Infocomm Limited

Reliance Jio Infocomm Limited, d/b/a Jio, is an Indian mobile network operator. Owned
by Reliance Industries and headquartered in Navi Mumbai, Maharashtra, it operates a
national LTE network with coverage across all 22 telecom circles. Jio does not
offer 2G or 3Gservice, and instead uses voice over LTE to provide voice service on its
network.

Jio soft launched on 27 December 2015 (the eve of what would have been the 83rd birthday of
Reliance Industries founder Dhirubhai Ambani), with a beta for partners and employees, and
became publicly available on 5 September 2016.

On 5 July 2018, fixed line broadband service named Giga fiber, was launched by the Reliance
Industries Limited's chairman Mukesh Ambani, during the company's Annual General
Meeting.

Bharat Sanchar Nigam Limited

Bharat Sanchar Nigam Limited (abbreviated BSNL) is an Indian state-
owned telecommunications company headquartered in New Delhi. It was incorporated on 15
September 2000 and assumed the business of providing telecom services and network
management from the erstwhile Central Government Departments of Telecom Services (DTS)
and Telecom Operations (DTO) as of 1 October 2000 on a going-concern basis. It is the
largest provider of fixed telephony and broadband services with more than 60% market share,
and is the fifth largest mobile telephony provider in India. BSNL is India's oldest
communication service provider and its history can be traced back to the British era. During
the British era, the first telegraph line, was established between Calcutta and Diamond
Harbour . The British East India Company started using the telegraph in 1851 and till 1854
telegraph lines were laid across the country .In 1854, the telegraph service was opened to the
public and the first telegram was sent from Mumbai to Pune. In 1885, The Indian Telegraph
Act was passed by the British Imperial Legislative Counsel. After the bifurcation of post and
Telegraph department in 1980s, and with the creation of Department of Telecom by 1990s,
eventually led to the emergence of the State owned telegraph and telephone

13
company BSNL. BSNL then continued the telegraph services in India until it shut down
telegraph services completely in July 15, 2013.

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 COMPANY PROFILE

Reliance Jio Infocomm Ltd (popularly known as JIO), is a mobile network operator in the country. It
is owned by Reliance Industries, headquartered in Mumbai. JIO provides 4G LTE services and is the
only VOLTE (Voice over LTE) service provider in India.

The service, which was launched for all users on September 5, 2016 with a ‘Welcome Offer,’ was
originally introduced in beta for only Reliance employees on December 27, 2015, to mark the 83rd
birth anniversary of Dhiru bhai Ambani, founder of Reliance Industries.

JIO had originally tied up with domestic mobile phone maker Intex to produce 4G mobile
smartphone’s. But in the beginning of 2016, the company also launched its own LYF series of
smartphone, starting with Water 1.

JIO will bring transformational changes in the Indian digital services space to enable the vision of
digital India for 1.2 billion Indians and propel India into global leadership in digital economy. It has
created an eco-system comprising network, devices, applications and content, services experience and
affordable tariffs for everyone to live the Jio Digital Life. As a part of its customers offers, Jio has
revolutionized the Indian telecom landscape by making voice calls for Jio customers absolutely free
across India, to any network, and always. Makes India the highest quality, most affordable data
market in the world so that every Indian can do datagram.

History

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services Limited
(IBSL) for ₹4,800 crore (US$750 million). 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
JioInfocomm Limited (RJIL) in January 2013.

In June 2015, Jio announced that it will start its operations all over the country by the end of
2015. 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.

15
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$26 million) which was
arbitrary and unreasonable, and contributed to a loss of ₹2,284.2 crore (US$360 million) to the
exchequer.

The Indian Department of Telecom (DoT), however, refuted all of CAG's claims. In its statement,
DoT explained that the rules for 3G and BWA spectrum didn't restrict BWA winners from providing
voice telephony. As a result, the PIL was revoked, and the accusations were dismissed.

1. Jio. A True Digital Movement

“Our Prime Minister Narender Modi’s vision for Digital India is a life changing moment
Jio is a dedication to that Digital India Dreams of the Prime Minister, his vision for the 1.2
billion people of India”

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2. Digital connectivity at state at present

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Current mobile network

Paying for 4G while mostly getting 2G& 3G. The enterprises transition. Everything on mobile
and “always on”.

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Enterprises with mobility solutions enable user to deliver improved productivity through app stores
and collaborative platform

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Digital Connectivity Current state of enterprises

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3. Jio’s Network coverage
Reliance Jio's mission is to realize this Digital India vision, and to ensure that Indians have the
highest quality
And the highest quantity data access anywhere in the world, at the most affordable prices
Key highlights of Jio’s network

 World’s largest all IP network with Highest VoLTE traffic of 200 crmins/day.
 Fastest 110 Mn true 4G subscriber base PAN India.
 Currently catering to 85% of mobile data traffic in India and further capable to support more
than 60% of forecasted 2020 -2021 India’s data demand.
 Presence in all 29 states of India, with direct physical presence in 18,000 cities and over
2Lakhs Villages.
 Leveraging Jio centres to serve customers across 1072 Touch Points for relationship,
sales & technical support.
 PAN India most advanced & dense Rollout: LTE on 2300, 1800, 850 MHz’s Ability to use
LTE (Jio Link/Jio-Fi) for enterprise connectivity (MPLS, Internet) multiple layers of security
ensuring highly secure network.
 Network of nearly 250,000 route km of FIBRE optics to be doubled over next 2 years
 Ability to offer deeper connectivity across 887 cities with relationship managers all across
and not just in Tier-1 & 2 towns.

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4. Key Offerings from Jio’s Mobility Portfolio
4.1 Jio’s Digital Life Ecosystem
Wherever you go, you will stay connected. Jio's network is built to provide next generation voice and
power of Broadband to your home and phone.

4.2 Jio’s Value Proposition

4.2.1 Simple Plans with abundant data
a. Free Voice calls, Free SMSs, PAN India Roaming with simple tariff plans
b. Abundant high quality, high speed data
c. No Blackout days

4.2.2 Consistent 4G Experience

A. 4G LTE everywhere in comparison to sometimes 3G and mostly 2G network experience
B. India’s first “mobile video” enabled network for HD voice & Video Conferencing
c. India’s first “Voice over Wi-Fi” enabled network – Huge savings for International roamers
4.2.3 Device Ecosystem
a. Wide choice of 4G smart phones offered by LYF and partner brands
b. Jio-FI, JioLink and Jio Giga Fiber solutions for any connectivity requirement
4.2.4 Full Usage Visibility
a. No more Non – Transparent, difficult to understand bills
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b. No Bill shocks - Real time usage tracking with “MyJio” app
4.2.5 Support /Care
a. Instant eKYC Digital activations for individuals
b. Multi-channel customer care via Call, Call back, Email and Chat
c. Self-care through MyJio app and web interface
4.2.6 Jio Apps
a. Host of ready to use Apps in security, social, news, & entertainment
b. In-house cloud, e-payment solutions.

5. Jio’s Enterprise Connectivity Suite (Wire line)

 High speed, secure, ubiquitous and affordable mobile data is the oxygen of Digital Life.
 To usher a digital revolution by taking our nation from data scarcity to data abundance.
 Wireless broadband LTE network, pan-India coverage, compelling apps & content, affordable
tariffs and Smart phones for every pocket, Jio will give the "power of data" to each Indian to
collectively take India to Global Digital Leadership.
 To enable Enterprises to address the digital demand, Jio is connecting Enterprise offices to
ultra-high speed& highly scalable fiber backbone. To enable this, we will be bringing the Jio
fibre to your office locations, install and establish Telecom network infrastructure. (Subject to
technical feasibility). This will enable the following at your offices:
1. Smart cell based Wireless broadband LTE connectivity for your offices
2. JioNetWiFi at office
3. Enterprise Connectivity Product Suite – Internet circuits, MPLS, SIP trunks, Centrex, Cloud Based
Services and many more. We request to kindly share your office locations with us and accord
concurrences to connect your offices on Fiber based Digital highway.

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6. Proposed commercial offer
Jio has understood the requirements from A.G. Water Technologies Pvt Ltd and is pleased to share a
Comprehensive proposal that comprises of:
6.1 Requirement
1. Location – Bahadurgarh
2. No of Total Connections - 23
3. Contract Period – 12 months

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6.2 Jio PRIME MEMBERSHIP for a full year for a nominal, one-time fee of only Rs. 99.

Source: https://jiocare.net/wp-content/uploads/2017/03/Jio-Prime-Membership-plans.jpeg.

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6.3 Post-paid Plan (COCP)

Source: www. google.com

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6.4 General Terms and conditions
1. Voice is truly free – no charge towards voice or the data used to make 4G voice calls.
2. All customers have to opt for Jio Prime membership upon subscription to any available postpaid
plan and payment of Rs.99.
3. The subscriber must have an active postpaid plan to avail the additional benefits offered under Jio
Prime.
4. The scheme is valid as per Jio’s discretion. Post Offer expiry, the already activated connections
will continue on the respective plans during the contract period
5. This Plan is intended only for personal use of included services. RJIL reserves the right to
discontinue the free Voice benefits offered as part of this Plan in case of misuse/ fraudulent use/
unauthorized Telemarketing and commercial use. Threshold for commercial use will be determined
by RJIL from Time to time based on consumption pattern across the industry.
6. Post 4G data quota, customer will continue to get unlimited data at 128 Kbps
7. The voice benefits under the Plan voucher cannot be used for outgoing calls to premium numbers,
IN Numbers and other chargeable short codes; the subscriber will be charged applicable tariffs for the
same.
8. Unlimited SMS referred in the plan benefits will be capped at 100 free SMS per day in compliance
with TRAI Regulations.
9. SMS charges over prescribed limit -
a) Home Circle: Local & National @ 1Re per SMS & ISD @ 5 Rs per SMS
b) Roaming Circle: Local & National @ 25p & 38p per SMS & ISD @ 5 Rs per SMS
10. Unutilized free benefits will be forfeited at the end of validity.
11. RJIL reserves the right to restrict number of devices that may be connected to the user device
when used as a personal hotspot and such restriction whenever applied will be communicated from
time to time. At present, there is no restriction on number of devices that may be connected to the
user device when used as a personal hotspot (also known as tethering).
12. The data used by the consumers for Jio applications, Video calls and other content available on
internet.
13. The above 4G plans can only be availed by customers possessing LTE compatible devices.
14. For use of international roaming services, customer may require to pay an additional fee / deposit
as applicable from time to time.

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15. Service order to be issued in the name of RJIL.
16. This offer is not binding on parties and shall be subject to execution of Agreement on mutually
agreed terms and condition and submission of filled CAF form by A.G. Water Technologies Pvt Ltd.

6.4.1 Post-paid
1. Payment would be monthly & applicable taxes will be extra for all postpaid tariffs plans.
2. All Postpaid subscribers are required to opt for e-bill and auto pay options.
3. Jio Prime members depositing the security deposit , will be required to pay only one month rental
for first 4 months’ services, payable at the end of 4 bill cycles. Thereafter the monthly charges will be
applicable on regular basis.
7. Annexure 1 - Documentation required for service activation
List of documents required for fulfillment mentioned as below on Company owned & company paid
option:
1. Enterprise CAF filled – with company stamp and signed by authorized signatory
2. POI of the organization
3. POA of the organization
4. Company PAN
5. Purchase Order on company letter head, mentioning no. of connections required
6. Authorized signatory POI (DL / PAN card/Passport etc.) and details
a. (Name/designation/contact number)
7. Authorized signatory – authorization proof (memorandum/ board resolution)
8. Photograph of Authorized Signatory
9. Commercial Form (TEF)
10. Site Verification Form
11. User name designation list attached

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 Launch of Digital Services by Reliance JioInfocomm Limited

Mumbai, 1st September 2016: Reliance JioInfocomm Limited (“Jio”) today announced the
launch of its digital services with Jio Welcome Offer which will be effective from 5 September,
2016. As part of the Jio Welcome Offer, users will have access to unlimited LTE data and national
voice, video and messaging services along with the full bouquet of Jio applications and content, free
of cost up to 31 December 2016. The Company today filed its tariff plans with the Telecom
Regulatory Authority of India (“TRAI”).

The announcement was made by the Chairman of Reliance Industries Limited, Shri Mukesh D.
Ambani, at the Annual General Meeting of RIL today. Shri Ambani emphasized the benefits of
digitalization and said in his speech that Jio is dedicated to realizing the Prime Minister’s inspiring
vision of “Digital India” for 1.2 billion Indians.

Shri Ambani also announced that domestic voice calls to any network across the country would be
free for Jio subscribers even beyond the Jio Welcome Offer. Domestic roaming services would also
not be charged separately. Average data prices would be around Rs. 50/ GB , which would be
amongst the lowest in the world.
Jio is rolling out a state-of-the-art pan India digital services business. In addition to fixed and wireless
broadband connectivity offering superior voice and data services on an all-IP network, Jio will also
offer end-to-end solutions that address the entire value chain across various digital services in key
domains such as education, healthcare, security, communication, financial services, government-
citizen interfaces and entertainment.
Shri Ambani spoke about the five fundamental pillars of the Jio ecosystem:
(i) The best quality broadband network with the highest capacity
(ii) A world of affordable, cutting-edge devices
(iii) Compelling applications and content
(iv)Superior digital service experiences
(v) Affordable and simple tariffs.

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Shri Ambani also said that the key brand values for Jio included affordable, high quality and
abundant data; connected intelligence; smart, simple and secures services; and bringing people
together. Shri Ambani also announced that Reliance Retail Ltd has introduced a line-up of super
affordable 4G LTE Smartphone under the LYF brand, starting at Rs. 2,999. More feature-rich models
will be available at progressively higher price-points like Rs. 3999, Rs. 4999 and so on.

Jio announced the setting-up of the Jio Digital India Start-up Fund. Jio will work on creating Jio
Digital Entrepreneurship Hubs in key cities and towns of India. The Jio Digital India Startup Fund
has set aside Rs. 5,000 crores to be invested over the next 5 years.

Jio Welcome Offer

The Jio Welcome Offer provides an opportunity to every Indian to learn, try, customize and
experience high quality digital services, without paying for the services up to 31 December, 2016
after which the applicable tariffs will apply. The Company also proposes to use this time period to
fine-tune its services as well as for resolution of interconnection and MNP related issues that it has
faced with several other operators. Jio may extend the period of free services in case Jio subscribers
are not able to get adequate experience of seamless connectivity across network due to POI
congestion and MNP restrictions and the quality of service parameters are not as per the benchmarks
desired by RJIL management.
The other terms and conditions of these special benefits under the Jio Welcome Offer have been filed
by the Company to TRAI as well as provided on its website ‘jio.com’.

The existing test users of the Company, who have enrolled for the Jio Preview Offer, will be
transitioned to the Jio Welcome Offer under the terms thereof.

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Tariff Plans

The Company filed its detailed tariff plans with TRAI today. Shri Ambani enumerated the following
principles used for formulating the tariff plans:

i) Benefits of technology would be passed onto customers. All domestic voice calls for Jio customers
will be absolutely free, across India and at any time. Domestic roaming charges will not apply in Jio
tariffs.

ii) Data tariffs have been made highly affordable, with full transparency, without any associated
conditions. The Company is offering the lowest LTE data rates in the world. Additionally it would
offer unlimited night time LTE data.

iii) The Jio-Apps bouquet, which is worth Rs. 15,000 for an annual subscription, will be available
complimentary for all active Jio customers up to 31 December 2017. This has been done to make
Digital Life available to everyone.

iv) A special student discount offer, with 25% more data on the main tariff plans, would be offered to
all students.

v) Jio has introduced a simple tariff structure with only 10 main plans, designed to fit every budget,
as against the 22,000 tariff plans prevailing in the country today. These are summarized here:

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Source: Wikipedia

A copy of the presentation slides displayed at the Annual General Meeting on 1 September 2016 is
enclosed for reference.

About Reliance Jio Infocomm Limited:

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. RJIL
is setting up an entire digital ecosystem with stated goal to break the digital divide between ‘India’
and ‘Bharat’ and propel India into global leadership in digital economy. The ecosystem consists of
panIndia high speed network, a wide variety of applications and services -- from news, entertainment,
payment, business, healthcare and education – and rich content. RJIL has created a legacy free, next-
generation voice and broadband network which can be seamlessly upgraded even to 5G and beyond.
It will be the only company in the world providing next generation digital services over an end-to-end
all-IP network at this scale.

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Reliance JioInfocomm
Jio.CorporateCommunication@ril.com
022-44753603

Executive Summery

Jio has launched Pan India 4G services to offer seamless digital life experience through its most
advance, highly scalable network infrastructure. Subsequent to discussion between Jio services for
their organization .Jio is pleased to share the proposal covering the following:
• Coverage and strength of jio network
• Key offering and its UPSs as a service provider
• Introduction to Jio’s wire line product portfolio
• Commercial proposal

Reliance Jio's newly launched Jio Phone, aimed at over 50 crore feature phone users, represents
both equality and diversity of our country, a top Jio executive said here on Thursday.
"Equality is defined as the phone levels everyone. Diversity is 22 regional languages which it
supports. The device is the driving force and if this driving force is adopted by everybody, then we
are on the right path," Sunil Dutt , President, Devices and Sales and Distribution, Reliance
JioInfocomm Ltd, said during the 'Indian Mobile Congress (IMC) 2017" here.

"We don't call Jio Phone a feature phone. For all the practical purposes, I don't know if it is a feature
phone other than the size of the screen.

We call it 'India ka Smartphone'. It is meant for the larger population of the country with way better
specifications than a feature phone," Dutt added.

The company announced the launch of 4G and VoLTE-enabled Jio Phone on 21 July, available free
of cost with a deposit money of Rs 1,500.

33
Products and Services

JioPhone
On 21 July 2017, Jio introduced its first affordable 4G feature phone, powered by KAIOS, named as
Jio Phone. The price announced for it is ₹ 0 with a security deposit of ₹ 1500 which can be withdrawn
back by the user by returning the Jio Phone at Jio stores only after 3 years. This phone was released
for beta users on 15 August 2017 and pre-booking for regular users started on 24 August 2017.

34
4G Broadband

The company launched its 4G broadband services throughout India on September 2016. It was slated
to release in December 2015 after some reports said that the company was waiting to receive final
permits from the government. Jio offers fourth-generation (4G) data and voice services, along with
peripheral services like instant messaging and streaming movies and music.

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.

LYF Smartphone

An image of LYF WATER 2 phone with IPS display.

35
In June 2015, Jio entered into an agreement with domestic handset maker Intex to supply 4G handsets
capable of voice over LTE (VoLTE).However, in October 2015, Jio announced that it would be
launching its own mobile handset brand named LYF.

On 25 January 2016, the company launched its LYF smart phone series starting with Water 1,
through its chain of electronic retail outlets, Reliance Retail. Three more handset models have been
released so far, namely Water 2, Earth 1, and Flame 1.

Jio net WiFi

Jio has also launched Wi-Fi routers by the name JioFi.

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.

36
Jio apps

Jio sim card pouch as distributed by Reliance JioInfocomm

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:

MyJio - Manage Jio Account and Digital Services associated with it

JioTV - A live TV channel service

JioCinema - An online HD video library

JioChat Messenger - An instant messaging app

JioMusic - A music player

Jio4GVoice (earlier JioJoin) - A VoLTE phone simulator

JioMags - E-reader for magazines

37
JioXpressNews - A news and magazine aggregator

JioSecurity - Security app

JioDrive - Cloud-based backup tool

JioMoney Wallet - An online payments/wallet app

JioSwitch - Transfer content

JioNet - Connect to JioNetWI-FI

Affordable 4G Phones

Reliance Jio has teamed up with Google to manufacture affordable 4G handsets. These phones will
run exclusively on Jio network. The two companies are also working on developing a software for
smart-TV services. Both are expected to launch in 2017.

Branding and marketing

Jio logo before September 2016

38
Reception of Jio Prime

By July 125.5 million Jio Customers had opted for Jio Prime. The last date for registration to Jio
Prime membership was 31 March 2017. But, it was further extended till 15 April 2017 along with an
introduction of new offer, "Jio Summer Surprise" which gave customers 3 months complimentary
services free of cost. 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 Bharti 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, MukeshAmbani, owner of Jio, said, "All
operators have publicly said last week that they will provide 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. However, on 12 September 2016, Idea Cellular
agreed to allow Jio to use 196 of its interconnection access points.

39
 OBJECTIVES OF THE STUDY

1. To study the importance and development of the telecommunication industry in India.

2. To study the customer satisfaction level on Reliance JIO products & services.
3. To find the market potential and market penetration of reliance jio products and services.
4. To find out the Market share of main players in telecom industry.
5. To study total subscribers base of telecom sector in India.
6. To study need and usage of internet data in Indian telecommunication market.
7. To study competition and problems faced by telecom companies in India

40
Research Methodology

This section includes the research methods, their rationale, validity, reliability, sample size,
alternatives and limitation faced during primary research.

 To know about the various needs of staff and what they want from their job.
 To discuss what steps do managers to take the motivate their staff and fulfill their needs.
 To gauge the impact of staff motivation on employee productivity.

Research in common language refers to a search of knowledge. Research is a scientific and a

systematic search for the information on a specific topic. In fact, research is an act of scientific
investigation. Research methodology is a systematic is a systematic way to solve a research problem.
It may be understood as a science of study, how research is done scientifically. In it we study the
various steps that are generally adopted by researchers in studying these research problems.

It is necessary for the researcher to know not only the research methods, but also the methodology.
The scope of research methodology is wider than the research methods. The research process consists
of a series of closely related activities; at times the first steps determines the nature of the last steps to
be undertaken. Research is an academic activity and as such the term should be used in a technical
sense In short, the search for knowledge through objectives and systematic method of finding solution
to a problem is research.

Why a research study has been undertaken, how the research problem has been defined, in what way
and why the hypothesis has been formulated, what data how been collected and what particular
methods has been adopted and a host of similar other question are usually answered when we talk of
research methodology concerning a research problem of study. The term research refers to systematic
methods consisting of enunciating the problem, formulating a hypothesis, collecting the fact or data,
analyzing the facts and reaching certain conclusions either in the form of solution towards the
concerned problem in certain generalization for some theoretical formulation.

Research methodology is the arrangement of condition for collection and analysis of data in a
manner that aim to combine relevance to the research purpose with econ9omy in procedure.

Research methodology is the conceptual structure within which research is conducted. It constitutes
the blueprint for the collection measurement and analysis of the data.

41
Research methodology is a frame work for the study and is used as a guide in collecting and
analyzing the data. It is a strategy specifying which approach will be used for gathering and analyzing
the data. It also includes the time and cost budget since most studies are under these two constraints.

Formulating Research
For researcher must decide the general area of interest or aspect of a subject matter that would like to
enquire in to. The best way of understanding the problems is to discuss it with those having some
experience in the matter. The topic of the research project was studied thoroughly related to the
project. The subject matter was deliberated and discuss with my project guide under the whom the
project may be undertaken to reflect performance appraisal as an effective tool for human resource
management. Once the problem is formulated, brief summary of it should be written down. At this

stage, the researcher should undertake extensive literature study connected with the problem.

Research Design:
In this study Descriptive research design has been used.

Descriptive research, also known as statistical research, describes data and characteristics about the
population or phenomenon being studied. Descriptive research answer the question who, what,
where, when and how. Although the data description is factual, accurate and systematic, the research
cannot describe what caused a situation. Thus, descriptive research cannot be used to create a causal
relationship, where one variable affects another.

The description is used for frequencies, average and other statistical calculation. Often the best
approach, prior to writing descriptive research, is to conduct a study investigation. Qualitative
research often has the aim of description and researcher may follow-up with examinations of why the
observation exists and what the implication of the findings are.

In short descriptive research deals with everything that can be counted and studied. But there are
always restrictions to that. Your research must have an impact to the lives of the people around you.
For example, finding the most frequent disease that affects the children of a town. The reader of the
research will know what to do to prevent that disease thus; more people will live a healthy life.
Descriptive Research, also known as statistical research, describes data and characteristic about the

42
population or phenomenon being studied. Descriptive research answer the question who, what, where
when and how…

Research is a systematic and objectives process of gathering recording and analyzing data for aid of
making decision regarding a particular problem.

RESEARCH DESIGN

The research design is a master plan specifying the methods and procedure for collecting and

analyzing the needed information the research design of my dissertation.

DESCRIPTIVE RESEARCH

Descriptive research includes study and facts findings inquiries of different kinds.

43
Data Collection

Primary Data

It is collected with the help of questionnaire.

Research Instruments

Questionnaire

Under this method, list of questions pertaining to the study are prepared on summers of shoes.
Questionnaire has structured type questions as well as unstructured type question. Structured
objective types questions are prepared for the respondents with fixed response categories.

Some of the questions are of multiple-choice type. The questions have more than one alternative.

Sampling Design

 Target population market shopkeeper

 Sample size 100 people

Data Collection:

Primary Data-primary data were collected through personal observation and questionnaire method.
The respondents were contacted personally at their workplace.

44
 Data Analysis & Interpretation

1. Do you have mobile Phone?

a) Yes

b) No

Mobile users Number of Respondents Percentage of Respondent

Yes 100 100

No 0 0

Mobile users
No
0% 0%

Yes
100%

Interpretation:

This data shows that 100% respondent are using mobile phone

45
2. Are you aware about Reliance JIO?

a) Yes

b) No

Awareness Percentage of No of respondents

respondents

Yes 93 93

No 7 7

Awareness
No
0%
7%

Yes
93%

Interpretation:

 93% of respondents are aware about Reliance JIO

 7% of respondents are aware about Reliance JIo

46
3. Which is your current mobile operator?

Response No. of respondents

Jio 63

Airtel 12

Idea 14

Tata docomo 3

Vodafone 2

BSNL 6

Total 100

150 No. of respondents

100

No. of respondents
50

Interpretation:

 This data shows that 63% people are using Jio Sim card
 12% respondents are using Airtel Sim Card
 14% respondents are using Idea Sim Card
 3% respondents are using Tata Docomo Sim Card

47
  2% respondents are using Vodafone Sim Card
 6% respondents are using BSNL Sim Card

4. What is your average monthly expenditure on mobile (in RS)?

A. Rs 100-200
B. Rs 200-300
C. Rs 300-400
D. Above Rs 500

Expenditure (Rs) % of respondents No. of respondents

Rs 100-200 11% 11

Rs 200-300 40% 40

Rs 300-400 35% 35

Above Rs 500 14% 14

Total 100% 100

% of respondents
Rs 100-200 Rs 200-300 Rs 300-400 Above Rs 500
11%
14%

35%
40%

48
Interpretation:

This data shows that 40% respondent bear between 200-300Rs, 35% respondents bear between 300-
400Rs, 14% respondents bear above 500Rs, and 11% respondents bear between 100-200Rs in a
month.

5.Did you know that jio is the largest 4G operator in India based on single country?

a) Yes
b) No

Response % of Respondent No. of respondent

Yes 65% 65

NO 35% 35

Total 100% 100

49
 NO
35%

Yes
65%

Interpretation:

This data shows that 65% respondents know that JIO is the largest 4G operator and 35% respondents
don’t know about this.

50
6. Did you know that Jio has acquired 100 million subscriber in 6 months?

a) Yes
b) No

Response % of respondent No. of respondent

Yes 39% 39

No 61% 61

Total 100% 100

% of respondent

Yes
39%

No
61%

Interpretation:

This data shows that only 39% respondents know that JIO has acquired 100 million subscribers in 6th
month and 61% respondents don’t know about this.

51
7.Did you know that jio has started MNP?

a) Yes
b) No

Response % of respondent No. of respondent

Yes 15% 15

No 85% 85

Total 100% 100

Response
0% 0%

Yes
15%

No
85%

Interpretation:

This data shows that only 15% respondents know that JIO has started MNP and majority of
resopondent don’t know about this.

52
8.How long you are using Reliance JIO services?

a) Less than one month

b) 1 to 3 months
c) 3 to 5 months
d) Above 6 months

Months % of respondents No of respondents

Less than one month 19% 12

1 to 3 months 39.6% 25

3 to 5 months 30.15% 19

Above 6 months 11% 7

Total 100% 63

Months

above 6 months

3 to 5 months

1 to 3 months

less than one month

months

0 5 10 15 20 25

Interpretation:

This data shows 39% of respondents are using JIO services since last 1 to 5 months, 30% since last 3
to 5 months and 11% of respondents are using JIO service since last 6 months.

9. Which of the features you are specifically concerned while purchasing a SIM card?

53
a) Connectivity
b) Scheme
c) Goodwill
d) Others

Features % of respondents No of respondents

Connectivity 35% 35

Scheme 45% 45

Goodwill 9% 9

Others 11% 11

Total 100% 100

54
 others

goodwill

scheme

connectivity

0 10 20 30 40 50
connectivity scheme goodwill others
35 45 9 11

Interpretation:

This data shows that 35% of respondent are specially concerned connectivity feature, 45% of
respondent are specially concerned Scheme, 9% of respondent are specially concerned goodwill of
the telecom company and 11% of respondent are specially concerned others features while
purchasing a SIM card. Hence we can say that most of the respondents are concerned scheme of the
company.

55
10. Do you call customer care?

a) Yes
b) No

Response % of respondents No of respondents

Yes 51% 51

No 49% 49

Total 100% 100

Response

no

yes

48% 49% 50% 51%

yes no
Series1 51% 49%

Interpretation:

This data shows that 51% of respondents call in customer care and 49% of respondents do not call in
customer care.

56
11. How often do you call customer care?

a) Daily
b) Weekly
c) Monthly
d) Yearly

Time interval No. of respondents Percentage of respondents

Daily 0 0%

Weekly 2 2%

Monthly 10 10%

rarely 88 88%

Total 100 100%

Response
0% 2%
10%

Daily
Weekly
Monthly
88% rarely

Interpretation:

57
This data shows that there are not respondents who call in customer care on regular basis, and most of
the respondent are called in customer care very rarely.

58
12. Which service do you like most while using the Reliance Jio services?

1. Data service

2. Call rate

3. Network coverage

4. Other

Services No. of Percentage of

respondent respondent

Data service 30 47.6%

Call rate 15 23.8%

Network coverage 10 15.8%

Other 8 12.6%

Total 63 100%

services
0%
Network other
coverage 12%
16% Data service
48%

Call rate
24%

59
Interpretation:

This data shows that 48% of respondent like Data service in Reliance JIO, 24% of respondent like
call rate service, 16% of respondents like network coverage and rest 12% of respondents like other
services.

13. Why did you choose this service provider?

1. Unlimited Calling Services

2. Unlimited Data services
3. Unlimited SMS services
4. All of the above

No. of respondent Percentage of respondent

Unlimited Calling 23 36.5%

Services

Unlimited Data 15 23.8%

services

Unlimited SMS 9 14.2%

services

All of the above 16 25.3%

Total 63 100%

60
 0%
All of the above 0% Unlimited
25% Calling Services
37%

0%

Unlimited
Data
Unlimited services
SMS services 24%
14%
0%
0%

Interpretation:

This data shows that 37% of respondents choose JIO because of unlimited calling services, 14% of
respondents choose JIO because of Unlimited SMS services, 24% of respondent due to unlimited data
services , and 25% respondents choose JIO because of all services provided by JIO.

14. Are you aware about JIO Prime offers?

a) Yes
b) NO

Response No. of respondents Percentage of respondent

Yes 88 88%

No 12 12%

Total 100 100%

61
 Response
0%

12%

respoonse
Yes
No

88%

Interpretation:

This data shows that 88% of respondents are aware about the JIO prime offer and only 12% of
respondents are not aware about it.

62
15.Do you think JIO Prime plans are better than others telecom company plans?

a) Yes
b) NO

Response No. of respondents Percentage of respondent

Yes 90 90%

No 10 10%

Total 100 100%

Response
0%

10%

Response
Yes
No

90%

Interpretation:

This data shows that 90% of respondents are think that JIO is better than other telecom industries and
only 10% of respondents does not think so.

63
16. Would you like to recommend Reliance JIO to others ?

a) Yes
b) NO

Recommend No. of respondents Percentage of respondent

Yes 70 70%

No 30 30%

Total 100 100%

Recommend

30%

Yes
No

70%

Interpretation:

This data shows that 70% of respondents like to recommend Reliance JIO to others and only 30% of
respondents does not like to recommend Reliance JIO to others.

64
17. Rate the following JIO service on the basis of your satisfaction

a) Excellent
b) Very good
c) Good
d) Average
e) Poor

Rating No. of respondents Percentage of respondent

Excellent 33 52.3%

Very good 19 30%

Good 6 9.5%

Average 4 6.3%

Poor 1 1.5%

Total 63 100%

65
 Rating
poor 1

average 4

good 6

very good 19

excellend 33

0 5 10 15 20 25 30 35

Interpretation:

52.3% of respondent rate excellent to Reliance JIO, 30% respondents rate very good, 6.3% of
respondents rate average and only 1.5% of respondent rate poor to reliance JIO.

18.Are you satisfied with Reliance Jio services

a) Yes
b) No

Satisfaction level No. of respondent Percentage of respondent

Yes 45 71.4%

No 18 28.6%

Total 63 100%

66
 Satisfaction level
Yes No

No. of respondent 45 18

% of respondent 71.40% 28.60%

Interpretation:

This data shows that 71% of respondents are satisfied with Reliance JIO and 28.6% of respondents
are not satisfied with Reliance JIO due to some reasons.

67
19. What should be improved in reliance Jio Services?

a) Improve in network coverage

b) Call dropping
c) Upgrade in android version
d) Others

Improvement No. of Percentage of

respondent respondent

Improve in network coverage 15 23.8%

Call dropping 6 9.5%

Upgrade in android version 9 14.28%

Others 33 52.3%

Total 63 100%

68
 improvement

15 6 9 33

improvement call droping upgrade in others

in network android
coverage version

Interpretation:

This data shows that 23.8% respondents are want that there should be improvement in network
courage, 9.5% of respondents want that there should be improvement in call dropping problem,
14.28% respondents wants that there should be improvement in up gradation in android version and
52% people want others improvement in Reliance JIO.

69
 Finding

1. While conducting the survey, I found that most of respondent are satisfy with Reliance jio
2. Reliance JIO has wide market captured in Bahadurgarh , LYF handsets are highly demanded
in the market by its customer.
3. Most of the customers are preferred to buy and utilize the LYF handsets because its demand is
very high in the area of Bahadurgarh.
4. Customers are satisfied the 4G unlimited services as comparison to others services.
5. Reliance JIO is the market leader in Bahadurgarh area, all the customers are preferred its
product & services.
6. Reliance JIO is enhanced the potential market share in Bahadurgarh.
7. Highly competition among other mobiles Samsung, Redmi, HTC. But LYF handsets are more
preferred by its customers.
8. Wide network coverage is available in Bahadurgarh areas.

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

70
 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 the customer needs and wants. That’s why 4G has been
evolved for Indian customers

Reliance JIO possesses congestion free & wide network coverage, attractive 4G scheme & 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 customer who are willing to switch from their
respective subscribers showed interest in 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.

71
 SUGGESTION

Suggestions

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 the Reliance
JIO.

Spread out the awareness about the Reliance JIO in deep rural areas.

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

Remove the problem of calling congestion & call dropping.

Make the advertisement of Reliance JIO by putting hoardings, boards, posters and sign board in every
areas. It should be highlight punch line “LYF DEKHO LYF JAISI”.

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

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

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

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

72
 Limitation

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 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 100 customers, the result
may have some prone to error.
4. Study accuracy totally based upon the respondents response.
5. Stipulated short span of time for survey.

Bibliography

Referred Books:

 Kothari, C.R (2004): “Research Methodology methods & Techniques”, New age publisher,
New Delhi , 2nd Edition.
 Principles of marketing – Philip Kotler & Kevin keller edition 12
 Market Research – D.D. Sharma
 Books & magazine on mobile communication- Kamil sh. Zigangirov.

Web Sites:

www.JIO.com

www.MYLYF.com

www.google.com

www.wikipedia.com

73
 ANNEXURE

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 is your current Mobile operator?

a) Reliance JIO
b) Airtel
c) Idea
d) Tata Docomo
e) Vodafone
f) BSNL

4 What is your average monthly Expenditure in mobile ?

a) 100-200Rs.
b) 200-300Rs.
c) 300-400Rs.
d) Above 500Rs.

74
 5 Did you know that JIO is the largest 4G mobile operator in India based on signal country?
a) Yes
b) No

6 Did you know JIO has acquired 100 million subscribers in 6 months?
a) Yes
b) No
7 Did you know JIO has started MNP?
a) Yes
b) No

8 How long you are using Reliance JIO services?

a) Less than one month
b) 1 to 3 months
c) 3 to 5 months
d) Above 6 months

9. Which of the features you are specifically concerned while purchasing a SIM card?

a) Connectivity
b) Scheme
c) Goodwill
d) Others

10. Do you call customer care?

a) Yes

b) No

75
11. How often do you call customer care?

a) Daily
b) Weekly
c) Monthly
d) Yearly

12. Which service do you like most while using the reliance JIO services?

a) Data services
b) Call rate
c) Network coverage
d) Other

13. Are you aware about JIO Prime offers?

a) Yes
b) NO

14. Would you like to recommend Reliance JIO to others ?

a) Yes
b) NO

15. Do you think JIO Prime plans are better than others telecom company plans?

a) Yes
b) NO

76
16. Rate the following JIO service on the basis of your satisfaction

a) Excellent
b) Very good
c) Good
d) Average
e) Poor

17. Why did you choose this service provider?

a) Unlimited calling
b) Data services
c) Unlimited SMS services
d) All of the above

18. Are you satisfied with Reliance JIO?

a) Yes
b) No

19. What should be improved in Reliance JIO services?

a) Improvement in network coverage

b) Call dropping
c) Upgrade in android version
d) others

77