RESEARCH REPORT

(KMB-405)
ON

“A Study on customer Satisfaction

towards Reliance Jio in Lucknow”

Submitted To:
Dr. APJ Abdul Kalam Technical University, Lucknow
Towards the partial fulfillment of the award of degree of
Master of Business Administration (MBA)

Guided by: Submitted by:

Dr. Ashish Srivastava Arpita Rai
(Associate Professor) MBA 4th Semester
Dept of Management Studies Roll No. 1805670005
BBD NIIT, Lucknow

Session 2019-2020
Department of Management Studies

Babu Banarasi Das

Northern India Institute of Technology
Sector II, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India
i
 DECLARATION
I do hereby declare that all the work presented in the research report entitled

“A Study on customer Satisfaction towards Reliance Jio in Lucknow” is carried

out and being submitted at the school of management for the award of Master

of Business Administration, is an authentic record of Arpita Rai. The work is

carried out under the guidance of Dr. Ashish Srivastava(faculty guide). It hasn‟t

been submitted at any other place for any other academic purpose.

Arpita Rai

ii
 ACKNOWLEDGEMENT

While conducting the Industry Oriented project, innumerable people have given me

various suggestions and opinions while conducting the Industry Oriented project. I

have tried to incorporate all those suggestions which are really relevant in preparing

my final report. I think it is essential to thank all those who have contributed and

helped me throughout the duration of the project.

. I am grateful to Prof. (Dr.) M. K. Rastogi, the Head of Department of Babu

Banarasi Das Northern India Institute of Technology, Lucknow for sparing his

valuable time for me on different occasions. I really appreciate all the bank employees

who provided the requisite data for my research work. It was their cooperation and

input that made this research possible.

I pay my immense gratitude to Dr. Ashish Srivastava, Faculty of BBD NIIT,

Lucknow for his continuous and deliberate discussion on the topic and

indeterminable burden taken by him in helping me throughout conducting the project.

I would also like to thank my friends who rendered their wholehearted cooperation in

the successful completion of the project work.

Finally, I am thankful to all the people who willingly responded to the questionnaire

and their contribution has been invaluable. This project would not have been

completed without their participation.

I am pleased to state that the whole report is just the presentation of the facts that have

been found during the project through different sources and its each sentence is an

exact representation of the information obtained and the analysis thereof. I hope that I

have manifested my sincere attempts to represent all the information and other things

to the best of my ability.

Arpita Rai

iii
 PREFACE

It was a privilege for me to work in a reputed organization. This has given us an

opportunity to work in a truly professional environment where team work score over

individual effort, where there is a helpful atmosphere. A well planned, properly

executed and evaluated training helps a lot in inoculating good work culture. The

project on “A Study on customer Satisfaction towards Reliance Jio in Lucknow”

has been made to facilitate effective understanding about the marketing aspects.

This basis for this research originally stemmed from my passion for developing better

methods of data storage and preservation. As the world moves further into the digital

age, generating vast amounts of data and born digital content, there will be a greater

need to access legacy materials created with outdated technology. How will we access

this content? It is my passion to not only find out, but to develop tools to break down

barriers of accessibility for future generations.

In truth, I could not have achieved my current level of success without a strong

support group. First of all, my parents, who supported me with love and

understanding, and secondly, my committee members, each of whom has provided

patient advice and guidance throughout the research process. Thank you all for your

unwavering support.

The project training has provided me an opportunity to gain practical experience,

which has helped me to increase my sphere of knowledge to a greater extent. I have

tried to summarize all our experience and knowledge acquired up till now, in this

report. This project is a keen effort to obtain the expected results and fulfill all the

information required.

At the end annexure and bibliography are given for effective understanding.

iv
 EXECUTIVE SUMMARY

This Research Project report is based on telecom sector as the telecom sector is

growing at a very good pace..This project titled on “A Study on customer

Satisfaction towards Reliance Jio in Lucknow” is being conducted to identify

factors and provide revolutionary 4G LTE coverage and high speed Wi-Fi services of

Reliance JIO at all parts of Lucknow City.

RJIL (Reliance Jio Infocomm Ltd.) has successfully demonstrated legal interception

and monitoring rules compliance of its 4G network for high speed wireless internet,

phone calls, video and messaging service across country.

To identify all the below buildings in work scope area and establish contacts with the

building owner/association and explain them the benefits of high speed internet and

4G connectivity.

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

 Shopping malls

 Hospitals

 Hotels

 Colleges

To capture all the details of the building. The variables are involved in this project

1. Area

2. Address

3. Building Name

4. Type (commercial, residential, both, Hotel, Hospital)

5. Latitude &Longitude {By using Smart phone app}

6. Number of Home passes

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 TABLE OF CONTENT
Certificate i

Declaration ii

Acknowledgement iii

Preface iv

Executive Summary v

Sr. No. Chapters Page no.

1. Introduction 1-6

2. Review of Literature 7-11

3. Company profile 12-49

4. Objective of the study 50-51

5. Research Methodology 52-54

6. Data Analysis and Interpretations 55-72

7. Findings 73-74

8. Conclusion 75-76

9. Suggestion & Recommendation 77-78

10. Limitations of the study 79-82

11. Bibliography 83-84

12. Annexure 85-89

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 CHAPTER-1

INTRODUCTION

1
 INTRODUCTION

As organizations become increasingly customer focused and driven by demand, the

need to gain customer loyalty and retain their loyalty is critical. Customer satisfaction

is the most effective way to achieve customer loyalty. Customer satisfaction and

customer loyalty share many similar traits. Customer value is the customer‟s

perception of the ratio of benefits to what he or she gives to obtain those benefits. The

customer Value Triad is a framework used to understand what it is that customers

want. The framework consists of three parts: (1) perceived product quality, (2) value-

based pricing, and (3) perceived service quality.

Customers are satisfied, when value meets or exceeds expectations. If their

expectations of value are not met, there is no chance of satisfying them. Figuring out

what the customers want, however, is a difficult and complex process. To be able to

create and deliver customer value is important to understand its components. On the

most basic level, value from a customer‟s perspective is the ratio of benefits to the

risks being taken while buying the product.

CUSTOMER SATISFACTIONAN INSIGHT

According to Harold E Edmondson “ Customer Satisfaction” seems to appear in print

more frequently than any other catch phrase used to describe a new found magic for

industrial success. Before we proceed in to the study of the dynamics of Customer

Satisfaction it is important to know about, who a customer is and what satisfaction

really means.

Who really is a Customer?

The question of defining who your customers are seems fairly easy particularly if you

have segmented your market properly and understand who you are trying to

2
satisfy. However subtlety that frequently goes undetected by many firms is that is that

customer set can be divided into two parts, the apparent customer and the user. The

apparent customer is the person or group of people who decide what product to buy

and basically have control over the purse strings. The user is a person or group who

physically uses the product or is the direct recipient of a service.

What does satisfaction really mean?

As in defining customer above, defining satisfaction also appears simple. However as

with customer there is a subtlety that needs addressing. Satisfaction by most

definitions simply means meeting the customer‟s requirement.

Customer satisfaction is a concept that more and more companies are putting at the

heart of their strategy, but for this to be successful they‟re needs to be clarity about,

what customer satisfaction means and what needs to happen to drive improvement.

Without this, there is a risk that customer satisfaction becomes little more than a good

intention, with confused objectives failing to address the real issues for customers,

one helpful way to look at the problem is to rephrase the objectives: set the sights on

helping the customers meet their goals.

Customer satisfaction can be defined in many different ways. Finding the right way

for a company depends on understanding your customer and on having a clear vision

of the role that customer satisfaction is to play in the strategy. For example, a focus on

customer satisfaction can work alongside existing segmentations to support revenue

generation from high value customers or it can be a company-wide objective rooted in

the brand values. For the former, it may be sufficient to focus on improving customer

service, but for the latter a broader definition of customer satisfaction is necessary,

closer akin to corporate reputation.

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Whatever the strategy for customer satisfaction, it must at least include getting the

basics right. Failing to achieve this can destroy the reputation as well as losing

valuable customers. Every customer, regardless of their economic worth to the

business, has the power to influence – positively or negatively – a company‟s

reputation. Once the objectives for the customer satisfaction strategy are defined there

are a number of steps we can take to make sure the focus on customer satisfaction is

effective.

Building a company around Customer Satisfaction -

With the increase in customer‟s demands and competition it has become a lot more

important to base the entire company on customer service. When doing this one must

first realize that every member of an organization plays an active role in customer

service. This includes both external customers and internal customers within a

company.

Customer focused organizations focus both on customer satisfaction and

profit. Achieving customer satisfaction generates the profit. In these organizations top

management has frequent contacts with external customers. The top management uses

consultative, participative, and supportive management styles to get through to the

customer. The staff focuses all of its attention on satisfying the customer‟s

needs. However, the management‟s job is to provide the staff with support necessary

to achieve these goals. The other department and staff in the organization that do not

have direct contact with the external customers deal exclusively with internal

customer satisfaction.

The Influence of the salesperson in Customer Satisfaction-

In an article titled, “The influence of salesperson selling behavior on customer

satisfaction with products,” Brent G.Goff and James S. Boles examine the effects of

4
non-product related construct on customer satisfaction with major retail purchases

such as automobiles. The article states that salesperson‟s selling orientation- customer

orientation (SOCO) will affect not only consumer satisfaction with the salesperson

and dealer, but also indirectly, satisfaction with the product or manufacturer.

In the perspectives of both the retailer and the manufacturer, customer satisfaction

represents an important issue because it relates to several desirable

outcomes. Customer satisfaction leads to future purchases, and repeated purchases of

the same product from the same source. In other words, it helps a firm retain its

present customers and build loyalty. By helping a buyer obtain product information

and providing guidelines about what should be expected during the buying process

and use of a product, a salesperson may influence customer expectations concerning

the product. Thereby this may reduce the likelihood of dissatisfaction (Grewal and

Sharma, 1991). A successful salesperson tailors to the needs of each individual

customer. By being customer-oriented, a salesperson is likely to identify with needs of

the customer, enabling the salesperson to match his or her presentation to those

requirements of the customer.

Internal Marketing – how it affects Customer Satisfaction –

Successful companies make every effort to ensure satisfaction to their customer by

focusing all organizational efforts of the company on providing superior customer

service. By doing this these companies hope to retain their existing customers and

attract new ones. Only angle of customer satisfaction commonly overlooked is the

internal aspect.

The internal customer or employee plays a vital role in achieving customer

satisfaction and loyalty. Some firm‟s do not understand that the treatment of internal

customers becomes the external customers‟ perception of the company. A firm‟s

5
employees or other departments within the organization make up its internal

customers. Their job performance affects the firm‟s ability to deliver superior product

and customer service (Boone and Kurtz, 1999). When a firm‟s employees are happy

at work, their overall attitude and performance towards the customer enhances

tremendously. Internal marketing helps members or employees of an organization

understand and fulfill their roles in implementing its marketing strategy. Internal

marketing not only keeps employees happy, it also shows them how their actions

affect the firm‟s ability to achieve customer satisfaction.

Customer Satisfaction as part of Service Profit Chain:

A Harvard Business Review article outlines the internal process required to drive

growth and increase profitability. The article describes the ways in which service

quality contributes to success, outlining the steps in the “Service-profit chain”:

In this world of competition any organization cannot avoid Customers. It has become

a necessity for an organization for its survival in any industry so that customer

satisfaction plays important role in each and every product life cycle.

6
LITERATURE
REVIEW

7
 LITERATURE REVIEW

Abhishek Kumar Singh and Malhar Pangrikar (2017) did a study titled “A Study

Report, to Find out Market Potential for 4G Businesses in Pune”. The Report is all

about “Study of market potential for 4G business in pune” and also to know about the

customer perceptions and attitudes towards their current service provider. Satisfaction

level of the customers was also judged. The customer expectations were analyzed

thoroughly. Major factors considered in research are: what are the needs of the

companies based on the data services usage, major player in internet services, and

support to customers. The research was conducted on companies mainly from

Industries like IT, Education, Manufacturing and others which are located in Pune

city. It is clear from the survey done that Reliance & Tata are Leading Internet service

Provider; they are providing products like Data Card, Broadband etc to the corporate

end users. Most of the companies are getting internet speed form 1MBPS-4MBPS.

Most of the companies are having good perception about 4 G and are willing to

switch to it from their current service provider. Speed of 4G is around than 30 to 35

MBPS, is going to boom the Market. Because majority of the companies are facing

Speed problem with their current ISP.

4G spectrum is a research item for next-generation wide-area cellular radio,which

focuses on 4G technologies, 4G networks and 4G systems. 4G technologies shall

include three basic areas of connectivity which are personal area networking (such as

Bluetooth), local high-speed access points on the network such as wireless

technologies and cellular connectivity.

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At the moment, many companies have established projects for 4G systems

developmet.

4G can provide services for a wide range of speed facility that support global

roaming and each company will be able to interact with internet-based information

and available in every part of country.

In this literature review. the consumer perceptions about 4G services in Pune. The

objectives of the study was (1) to find the most influencing factor in selection of

service provider, and (2) to measure customer perception and satisfaction as regards

the 4G service provided. The study on a 4G indicated that some problems exist that

deserve the attention of the company.The company needs to bridge the gap between

the services promised and 4G services offered. And to conclude, “Delivering service

without measuring the impact on the customer is like driving a car without a

windshield”

.At 4G,The Company have always sought to enhance value for you as a customer by

providing you the most relevant and easy to use services through innovation and by

harnessing the latest developments in technology. In line with this strategy, constantly

introduced 4G innovative services to suit customer unique needs and wants. These

4G trends in the market and among customers generate a demand for high speed and

more rapidly changing services and also expectation for a different approach to

technology development.

As well as imposing requirements in terms of 4G technology development, trends

such as mass individualization call for a responsive answer to a sharply increasing

market demand. Successful growth and diffusion of 4G services is focusing customer

satisfaction on how mobile relates to 4G networks. Accordingly, it is necessary for

9
company to review current frameworks in those instances where changes might

impede the offering of certain aspects.

Consumer perception about 4G much more volatile, much less predictable and

increasingly concerned with instant gratification. The expectation is that in due course

this trend towards individualization will become a more important factor in the

emerging markets too, particularly in the every areas.In future, 4G services over

mobile networks and company need to review current regulatory frameworks to

enhance innovation and competition in the market of these services.

Customer satisfaction is a measure of how 4G services supplied by a company meet

customer expectation. In today‟s tough economic climate all companies need to

improve efficiency and, even in midsize firms that usually mean coordinating large

quantities of information. However, technology and thinking has progressed and,

many of user nowadays using 4G services. Customer satisfaction is defined as a

customer‟s overall evaluation of the performance of an offering to date. This overall

satisfaction has a strong positive effect on customer loyalty intentions across a wide

range of 4G service s.

Many companies have been gaining rising popularity due to the advances in 4G

technologies and the large increase in the number of its users. The companies that

expand beyond services and develop a content distribution platform will win

customers‟s expectation. Companies couldnot follow constant rules to be successful

in potential markets. There is not a list of actions that lead companies to more profit

or more customer satisfaction.Because 4G services are increasingly spread out all

over India.And every customer are preferred these 4G services.

10
This satisfaction has positive influences on retaining customers among different

variety of 4G services. Satisfaction refers to achieving the things we want. If

satisfaction interprets as "not going wrong" the firm should decrease complaint which

by its own is not sufficient. In order to satisfy customers, company should improve its

4G services. Customers with less expectation are more satisfied, companies by adding

innovative 4G features would easily increase customer satisfaction. Customer

retention is directly influenced by customer satisfaction. Retention is a major

challenge particularly in internet based services, as customers can easily switch from

one service to another at low cost. Customer satisfaction is the key factor determining

how successful the company will be in competitive market,therefore it is very

important to measure it.

To better manage customer satisfaction, company spend millions on effectively

tracking the methods that guarantee customer satisfaction, because the quantitative

measurement of customer satisfaction is a great help for comprehensively measuring

the effect of 4G on customer satisfaction.

Customer satisfaction, as we discussed before, has the most important effect on

customer perception and in order to narrowing down we focus on 4G service as one

of the customer satisfaction‟s factors. The aim of the company is to find the most

important service dimensions that affect customer satisfaction.

To have a thorough satisfaction firstly the company is needed to bring satisfied

customers which leads to loyal customers and by preparing all this, good services

would be followed which influenced on Customer satisfaction and make them loyal in

future.

11
 CHAPTER-2

COMAPNY
PROFILE

12
 COMPANY PROFILE

Jio

Reliance Jio promises to shape the future of India by providing end-to-end digital

solutions for businesses, institutions and households and seamlessly bridging the

rural-urban divide.

Home to the world‟s second largest population of 1.2 billion, India is a young nation

with 63% of its population under the age of 35 years. It has a fast growing digital

audience with 800 million mobile connections and over 200 million internet users.

Reliance thoroughly believes in India‟s potential to lead the world with its capabilities

in innovation. Towards that end, Reliance envisages creation of a digital revolution in

India.

Reliance Jio aims to enable this transformation by creating not just a cutting-edge

voice and broadband network, but also a powerful ecosystem on which a range of rich

digital services will be enabled – a unique green-field opportunity.

The three-pronged focus on broadband networks, affordable smartphones and the

availability of rich content and applications has enabled Jio to create an integrated

business strategy from the very beginning, and today, Jio is capable of offering a

unique combination of telecom, high speed data, digital commerce, media and

payment services.

13
 RELIANCE JIO

 Infotel Broadband Services Limited (2009 - 2013)

Formerly called
 Reliance Jio Infocomm Limited (2013 - 2015)

TypePublic

Traded as Unlisted (as of March 2016)

Industry Telecommunications

Headquarters Navi Mumbai, Maharashtra, India

Sanjay Mashruwalla (Managing Director)

Key people Jyotindra Thacker (Head of IT)

Akash Ambani (Chief of Strategy)

 Mobile telephony, broadband, and 4G Data services

MyJio, JioChat, JioPlay, JioBeats, JioMoney, JioDrive,

Products
JioOnDemand, JioSecurity, JioJoin, JioMags,

JioXpressNews, Jionet WiFi

Parent Reliance Industries

Subsidiaries LYF

Website www.jio.com

14
A Vision That Touches All
Reliance‟s vision for India is that broadband and digital services will no longer be a

luxury item. Rather, Reliance envisions an India where these are basic necessities to

be consumed in abundance by consumers and small businesses alike, as much in far-

flung villages as in our largest cities. The initiatives are truly aligned with the

Government of India's „Digital India‟ vision for our nation.

Affordable Devices: Jio has worked with all the leading device manufacturers of the

world to ensure availability of 4G LTE smartphones across all price points – from

ultra-premium models on one hand, to entry level models on the other.

Digital Currency: Jio envisions a new India which will use digital currency instead of

paper money for a more secure and convenient way to transact. Jio Money, Jio‟s

digital currency and digital payments business, will play a crucial role in this by

offering a platform for ubiquitous, affordable and secure digital payments.

Jio Drive: Micro and small businesses will soon have access to cutting-edge cloud

storage technologies which were once affordable to big companies only, giving them

a new edge to compete on a global landscape. Jio Drive is an application that brings

powerful cloud capabilities to every smartphone. Using Jio Drive, anyone can store,

sync and share any content between their own devices and also with their friends.

Digital Education: Teachers and students from far flung areas can connect with each

other, crowd-source knowledge and adapt new age learning techniques and thus lift

the level of education to a completely different plane.

Digital Healthcare: Expert medical advice would be available anytime, anywhere -

with medical practitioners able to grow their practice without constraint, and provide

quality of life to the crores that make up our country.

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Digital Entertainment and social connectivity: Jio Chat is a powerful communication

application that integrates chat, voice, video calling, conferencing, file sharing, photo

sharing and much more. Jio Play enables users to watch HD TV anytime, anywhere

on any device, from hundreds of channels, across categories and languages. Jio Beats

is a premier digital music streaming service that gives instant access to millions of

songs and curated playlists. Jio Mags and Jio News provide access to the most

popular collection of magazines and news from leading publishing houses across

multiple languages.Digital Entrepreneurship: Jio is building is a powerful platform

on which a range of rich digital products and services can be enabled - digital

currency, digital commerce, digital education, digital healthcare, e-governance,

Smart Cities, M2M and the Internet of Things. It does not matter whether these

services are created by Jio itself, its ecosystem partners or anyone globally. Reliance

is committed to the principles of Net Neutrality.

Laying the Foundation for the Future

Reliance Jio is creating the most extensive and future-proof network in India, and

perhaps, in the world. It will provide next generation legacy-free digital services over

an end-to-end all-IP network, which can be seamlessly upgraded even to 5G and

beyond. In addition to the existing pan India 2300 MHz spectrum and 1800 MHz in

14 circles, Jio invested over Rs 10,000 crore during this year's auction to acquire 800

MHz spectrum in 10 circles and 1800 MHz spectrum in 6 circles. This brings the

cumulative investment in spectrum assets to nearly Rs 34,000 crores. Jio now has the

largest footprint of liberalized spectrum in the country, acquired in an extremely cost

effective manner.

Reliance Jio has laid more than 2.5 lakh kilometres of fibre-optic cables, covering

18,000 cities and over one lakh villages, with the aim of covering 100% of the

16
nation‟s population by 2018. It has an initial end-to-end capacity to serve in excess

of 100 million wireless broadband and 20 million Fibre-to-Home customers.

Reliance Jio has also built nearly half-a-million square feet of cloud data centres and

a multi-Terabit capacity international network.

The infrastructure is being built in partnership with some of the world‟s most

technologically advanced companies.

Founder Chairman

Dhirubhai Ambani (28 December 1932 – 6 July 2002) epitomised the dauntless

entrepreneurial spirit of a visionary always on the march to change the destiny of a

nation. Acclaimed as the top businessman of the 20th century and lauded for his

dynamic, pioneering and innovative genius, Dhirubhai was an inspiring leader with

sterling qualities. His success story fired the imagination of a generation of Indian

entrepreneurs, business leaders and progressive companies. For many, he still remains

an icon, a role model to be emulated.

Dhirubhai‟s unique vision redefined the potential of the Indian corporate sector and he

challenged conventional wisdom in several areas. He was probably the first Indian

businessman to recognise the strategic significance of investors and discover the vast

untapped potential of the capital markets and channelize it for the growth and

development of industry. The corporate philosophy he followed was short, simple and

succinct: “Think big. Think differently. Think fast. Think ahead. Aim for the best.” It

was under Dhirubhai‟s visionary leadership the Reliance Group emerged as the

largest business conglomerate in India, and carved out a distinct place for itself in the

global pantheon of corporate giants.

During the course of his entrepreneurial mission, Dhirubhai set a number of

revolutionary precedents. His contributions to the social and economic development

17
of the nation were many and recognised by numerous national and international

organisations. He was honoured with the Padma Vibhushan – India's second highest

civilian honour – in 2016, for his „exceptional and distinguished‟ service to trade and

industry. Many other prestigious awards and titles have been conferred on him,

including the Lifetime Achievement Award (The Economic Times), Man of the

Century (Chemtech Foundation), Indian Entrepreneur of the 20th Century (FICCI),

and many more.

He visualised the growth of Reliance as an integral part of his grand vision for India.

He was convinced that India could become an economic superpower within a short

period of time and wanted Reliance to play an important role in realising this goal.

Today, the Group's turnover represents nearly 3 percent of India's GDP.

Chairman & Managing Director

Mukesh Ambani joined Reliance in 1981 and became its Chairman and Managing

Director in 2002. An extreme innovator and believer in game-changing businesses of

the future, Ambani is known for challenging conventional wisdom and spotting

opportunities quickly. For his vision and leadership in ushering the telecom

revolution, Ambani was awarded the „World Communication Award for the Most

Influential Person in Telecommunications‟ by Total Telecom and „Telecom Man of

the Year‟ by the Voice and Data magazine.

From path-breaking initiatives in oil and gas exploration to production, Ambani led

Reliance‟s foray into new frontiers and, thereby, helped it to discover India‟s largest

natural gas field, KG-D6. He sees a huge opportunity in transforming the agriculture

sector through Reliance‟s retail business, which has a unique value and supply chain

model – famously referred to as the „farm-to-fork‟ model. His vision of reinventing

18
education, finance, retail, healthcare through innovations deployed over 4G will usher

in the digital revolution in the country and beyond.

Board Committees

The Board has appointed various committees to assist it in discharging its

responsibilities. The Board has adopted charters setting forth the roles and

responsibilities of each of the committees as well as qualifications for committee

membership, procedures for committee members' appointment and removal,

committee structure and operations and reporting to the Board. The Board may

constitute new committees or dissolve any existing committee as it deems necessary

for the discharge of its responsibilities.

Audit Committee

Objective :The Audit Committee assists the Board in its responsibility for overseeing

the quality and integrity of the accounting, auditing and reporting practices of the

Company and its compliance with the legal and regulatory requirements. The

Committee's purpose is to oversee the accounting and financial reporting process of the

Company, the audits of the Company's financial statements, the appointment,

independence, performance and remuneration of the statutory auditors including the

Cost auditors, the performance of internal auditors and the Company's risk management

policies.

Terms of Reference

The terms of reference / powers of the Audit Committee are as under :

A. Powers of the Audit Committee

 To investigate any activity within its terms of reference.

19
 To seek information from any employee.

 To obtain outside legal or other professional advice.

 To secure attendance of outsiders with relevant expertise, if it considers necessary.

B. The role of the Audit Committee includes

 Oversight of the Company‟s financial reporting process and the disclosure of its

financial information to ensure that the financial statement is correct, sufficient and

credible;

 Recommending the appointment, remuneration and terms of appointment of

statutory auditors, including cost auditors of the Company;

 Approving payment to statutory auditors, including cost auditors, for any other

services rendered by them;

 Reviewing with the management, the annual financial statements and auditors report

thereon before submission to the Board for approval, with particular reference to:

o Matters required to be included in the Directors‟ Responsibility Statement to be

included in the Board‟s Report in terms of clause (c) of sub-section 3 of Section

134 of the Companies Act, 2013;

o Changes, if any, in accounting policies and practices and reasons for the same;

o Major accounting entries involving estimates based on the exercise of judgement

by the management;

o Significant adjustments made in financial statements arising out of audit findings;

o Compliance with listing and other legal requirements relating to financial

statements;

o Disclosure of any related party transactions; and

o Modified opinion(s) in the draft audit report.

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 Reviewing, with the management, the quarterly financial statements before

submission to the Board for approval;

 Monitoring and reviewing with the management, the statement of uses/

application of funds raised through an issue (public issue, rights issue,

preferential issue, etc.), the statement of funds utilised for purposes other than

those stated in the offer document/prospectus/notice and the report submitted

by the monitoring agency monitoring the utilisation of proceeds of a public or

rights issue, and making appropriate recommendations to the Board to take up

steps in this matter;

 Reviewing and monitoring the auditors‟ independence and performance, and

effectiveness of audit process;

 Approval or any subsequent modification of transactions of the Company with

related parties;

 Scrutiny of inter-corporate loans and investments;

 Valuation of undertakings or assets of the Company, wherever it is necessary;

 Evaluation of internal financial controls and risk management systems;

 Reviewing, with the management, the performance of statutory auditors and

internal auditors, adequacy of internal control systems;

 Formulating the scope, functioning, periodicity and methodology for

conducting the internal audit;

 Reviewing the adequacy of internal audit function, if any, including the

structure of the internal audit department, staffing and seniority of the official

heading the department, reporting structure coverage and frequency of internal

audit;

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 Discussion with internal auditors of any significant findings and follow-up

thereon;

 Reviewing the findings of any internal investigations by the internal auditors

into matters where there is suspected fraud or irregularity or a failure of

internal control systems of a material nature and reporting the matter to the

Board;

 Discussion with statutory auditors before the audit commences, about the

nature and scope of audit as well as post audit discussion to ascertain any area

of concern;

 To look into the reasons for substantial defaults, if any, in the payment to

depositors, debenture holders, shareholders (in case of non-payment of

declared dividends) and creditors;

 To review the functioning of the Vigil Mechanism and Whistle Blower

mechanism;

 Approval of appointment of CFO (i.e. the whole-time Finance Director or any

other person heading the finance function or discharging that function) after

assessing qualifications, experience and background, etc. of the candidate;

 Carrying out any other function as is mentioned in the terms of reference of

the Audit Committee;

 Reviewing financial statements, in particular the investments made by the

Company‟s unlisted subsidiaries;

 Reviewing the following information:

o The Management Discussion and Analysis of financial condition and results of

operations;

22
o Statement of significant related party transactions (as defined by the Audit

Committee), submitted by management;

o Management letters/letters of internal control weaknesses issued by the statutory

auditors;

o Internal audit reports relating to internal control weaknesses;

o Reviewing the appointment, removal and terms of remuneration of the Chief

internal auditor / internal auditor(s); and

 statement of deviations:

o (a) quarterly statement of deviation(s) including report of monitoring agency, if

applicable, submitted to stock exchange(s) in terms of Regulation 32(1) of the

Securities and Exchange Board of India (Listing Obligations and Disclosure

Requirements) Regulations, 2015.

o (b) annual statement of funds utilized for purposes other than those stated in the

offer document/prospectus/notice in terms of Regulation 32(7) of the Securities

and Exchange Board of India (Listing Obligations and Disclosure Requirements)

Regulations, 2015.

Corporate Social Responsibility and Governance Committee

Terms of Reference

The terms of reference of the Committee, inter alia, include the following:

 To formulate and recommend to the Board, a Corporate Social Responsibility

Policy indicating the activities to be undertaken by the Company in compliance

with the provisions of the Companies Act, 2013 and the rules made there under;

23
 To recommend the amount of expenditure to be incurred on the activities referred

to above;

 To monitor the implementation of the Corporate Social Responsibility Policy of

the Company from time to time;

 To approve Corporate Sustainability Report and oversee the implementation of

sustainability activities;

 To oversee the implementation of polices contained in the Business

Responsibility Policy Manual and to make any changes / modifications, as may

be required, from time to time and to review and recommend the Business

Responsibility Report to the Board for its approval;

 To observe practices of Corporate Governance at all levels and to suggest

remedial measures wherever necessary;

 To ensure compliance with the corporate governance norms prescribed under the

Listing Agreements with Stock Exchanges, the Companies Act and other statutes

or any modification or re-enactment thereof;

 To advise the Board periodically with respect to significant developments in the

law and practice of corporate governance and to make recommendations to the

Board for appropriate revisions to the Company's Corporate Governance

Guidelines;

 To monitor Company's compliance with the Corporate Governance Guidelines

and applicable laws and regulations and make recommendations to the Board on

all such matters and on any corrective action to be taken, as the Committee may

deem appropriate;

 To review and assess the adequacy of the Company's Corporate Governance

Manual, Code of Conduct for Directors and Senior Management, the Code of

24
 Ethics and other internal policies and guidelines and monitor that the principles

described therein are being incorporated into the Company's culture and business

practices;

 To formulate / approve codes and / or policies for better governance;

 To provide correct inputs to the media so as to preserve and protect the

Company's image and standing;

 To disseminate factually correct information to investors, institutions and the

public at large;

 To establish oversight on important corporate communication on behalf of the

Company with the assistance of consultants / advisors, if necessary;

 To ensure institution of standardised channels of internal communications across

the Company to facilitate a high level of disciplines participation; and

 To carry out any other function as is mandated by the Board from time to time

and/or enforced by any statutory notification, amendment or modification as may

be applicable or as may be necessary or appropriate for the performance of its

duties.

Finance Committee

 Review the Company's financial policies, risk assessment and minimisation

procedures, strategies and capital structure, working capital and cash flow

management and make such reports and recommendations to the Board with

respect thereto as it may deem advisable.

 Review banking arrangements and cash management.

25
 Exercise all powers to borrow monies (otherwise than by issue of debentures)

within the limits approved by the Board and taking necessary actions connected

therewith including refinancing for optimisation of borrowing costs.

 Giving of guarantees/issuing letters of comfort/ providing securities within the

limits approved by the Board.

 Borrow monies by way of loan and/or issuing and allotting bonds/notes

denominated in one or more foreign currencies in international markets, for the

purpose of refinancing the existing debt, capital expenditure, general corporate

purposes including working capital requirements and possible strategic

investments within the limits approved by the Board.

 Provide corporate guarantee/performance guarantee by the Company within the

limits approved by the Board.

 Approve opening and operation of Investment Management Accounts with

foreign banks and appoint them as agents, establishment of representative/sales

offices in or outside India etc.

 Carry out any other function as is mandated by the Board from time to time

and/or enforced by any statutory notification, amendment or modification as may

be applicable.

 Other transactions or financial issues that the Board may desire to have them

reviewed by the Finance Committee.

 Delegate authorities from time to time to the executives/authorised persons to

implement the decisions of the Committee.

 Regularly review and make recommendations about changes to the charter of the

Committee.

26
Health, Safety and Environment (HS&E) Committee

The Health, Safety and Environment Committee has been constituted, inter alia, to

monitor and ensure maintaining the highest standards of environmental, health and

safety norms and compliance with applicable pollution and environmental laws at all

works / factories / locations of the Company and to recommend measures, if any, for

improvement in this regard.

The Committee reviews, inter alia, the Health, Safety and Environment Policy of the

Company, performance on health, safety and environment matters and the procedures

and controls being followed at various manufacturing facilities of the Company and

compliance with the relevant statutory provisions.

Human Resources, Nomination and Remuneration Committee

The terms of reference of the Nomination, Human Resources and Remuneration

Committee are as under:

 To identify persons who are qualified to become Directors and who may be

appointed in senior management in accordance with the criteria laid down and to

recommend to the Board their appointment and/or removal;

 To carry out evaluation of every Director‟s performance;

 To formulate the criteria for determining qualifications, positive attributes and

independence of a Director, and recommend to the Board a policy relating to the

remuneration of the Directors, key managerial personnel and other employees;

 To formulate the criteria for evaluation of Independent Directors and the Board;

27
 To recommend to the Board whether to extend or continue the term of

appointment of the independent director, on the basis of the report of

performance evaluation of independent directors;

 To devise a policy on Board diversity;

 To recommend/review remuneration of the Managing Director(s) and Whole-

time Director(s) based on their performance and defined assessment criteria;

 To administer, monitor and formulate detailed terms and conditions of the

Employees‟ Stock Option Scheme including:

 the quantum of options to be granted under Employees‟ Stock Option Scheme

per employee and in aggregate;

 the conditions under which option vested in employees may lapse in case of

termination of employment for misconduct;

 the exercise period within which the employee should exercise the option, and

that the option would lapse on failure to exercise the option within the exercise

period;

 the specified time period within which the employee shall exercise the vested

options in the event of termination or resignation of an employee;

 the right of an employee to exercise all options vested in him at one time or

various points of time within the exercise period;

 the procedure for making a fair and reasonable adjustment to the number of

options and to the exercise price in case of corporate actions, such as rights

issues, bonus issues, merger, sale of division and others;

 the granting, vesting and exercising of options in case of employees who are on

long leave; and the procedure for cashless exercise of options.

28
 To carry out any other function as is mandated by the Board from time to time and

/ or enforced by any statutory notification, amendment or modification, as may be

applicable;

 To perform such other functions as may be necessary or appropriate for the

performance of its duties.

Stakeholders Relationship Committee

 Oversee and review all matters connected with the transfer of the Company‟s

securities;

 Approve issue of the Company‟s duplicate share / debenture certificates;

 Consider, resolve and monitor redressal of investors‟ / shareholders‟ / security

holders‟ grievances related to transfer of securities, non-receipt of Annual Report,

non-receipt of declared dividend etc.;

 Oversee the performance of the Company‟s Registrars and Transfer Agents;

 Recommend methods to upgrade the standard of services to investors;

 Monitor implementation and compliance with the Company‟s Code of Conduct

for Prohibition of Insider Trading;

 Carry out any other function as is referred by the Board from time to time and / or

enforced by any statutory notification / amendment or modification as may be

applicable;

 Perform such other functions as may be necessary or appropriate for the

performance of its duties.

29
Risk Management Committee

The terms of reference of the committee,inter alia,include the following:

1. Framing of Risk Management Plan and Policy.

2. Overseeing implementation of Risk Management Plan and Policy.

3. Monitoring of Risk Management Plan and Policy.

4. Validating the process of risk management.

5. Validating the procedure for Risk Minimisation.

6. Periodically reviewing and evaluating the Risk Management Policy and practices

with respect to risk assessment and risk management processes.

7. Continually obtaining reasonable assurance from management that all known and

emerging risks have been identified and mitigated or managed.

8. Performing such other functions as may be necessary or appropriate for the

performance of its oversight function.

The Reliance group, founded by Dhirubhai H Ambani (1932-2002), is India‟s

largest private sector enterprise, with businesses in the energy and material value

chain. The flagship company, Reliance Industries Limited, is a Fortune Global 500

company and is the largest private sector company in India. The chairman of the

company is Mukesh Ambani.

The company is India‟s largest petrochemical firm and among the country‟s largest

companies (along with the likes of Indian Oil and Tata Group). Oil refining and the

manufacture of polyfines account for nearly all of Reliance‟s sales. It also makes

textiles and explores for oil and gas, though those businesses are relatively small. In

2009 the company merged with its oil and gas refining subsidiary (Reliance

30
Petroleum) in order to boost the operational and financial synergies of Reliance as a

major refining company.

Reliance Industries Limited (NSE: RELIANCE) is India's largest private sector

conglomerate (by market value) , with an annual turnover of US $ 35.9 billion and

profit of US$ 4.85 billion for the fiscal year ending in March 2008 making it one of

India's private sector Fortune Global 500 companies, being ranked at 206th position

(2008). It was founded by the Indian industrialist Dhirubhai Ambani in 1966. Ambani

has been a pioneer in introducing financial instruments like fully convertible

debentures to the Indian stock markets. Ambani was one of the first entrepreneurs to

draw retail investors to the stock markets. Critics allege that the rise of Reliance

Industries to the top slot in terms of market capitalization is largely due to Dhirubhai's

ability to manipulate the levers of a controlled economy to his advantage. Though the

company's oil-related operations form the core of its business, it has diversified its

operations in recent years. After severe differences between the founder's two sons,

Mukesh Ambani and Anil Ambani, the group was divided between them in 2006. In

September 2008, Reliance Industries was the only Indian firm featured in the Forbes's

list of "world's 100 most respected companies

Stock

According to the company website "1 out of every 4 investors in India is a Reliance

shareholder.”. Reliance has more than 3 million shareholders, making it one of the

world's most widely held stocks. Reliance Industries Ltd, subsequent to its split in

January 2006 has continued to grow. Reliance companies have been among the best

performing in the Indian stock market.

31
Products

Reliance Industries Limited has a wide range of products from petroleum products,

petrochemicals, to garments (under the brand name of Vimal), Reliance Retail has

entered into the fresh foods market as Reliance Fresh and launched a new chain called

Delight Reliance Retail and NOVA Chemicals have signed a letter of intent to make

energy-efficient structures. The primary business of the company is petroleum

refining and petrochemicals. It operates a 33 million tone refinery at Jamnagar in the

Indian state of Gujarat. Reliance has also completed a second refinery of 29 million

tons at the same site which started operations in December 2008. The company is also

involved in oil & gas exploration and production. In 2002, it struck a major find on

India's eastern coast in the Krishna Godavari basin. Gas production from this find was

started on April 2, 2009. As of the end of 3rd quarter of 2009-2010, gas production

from the KG D6 ramped up to 60 MMSCMD.

Subsidiaries

Major Subsidiaries & Associates

 Reliance Petroleum Limited (RPL) was a subsidiary of Reliance Industries

Limited (RIL) and was created to exploit the emerging opportunities, creating

value in the refining sector worldwide. Currently, RPL stands amalgamated with

RIL.

 Reliance Life Sciences is a research-driven, biotechnology-led, life sciences

organization that participates in medical, plant and industrial biotechnology

opportunities. Specifically, these relate to Biopharmaceuticals, Pharmaceuticals,

32
 Clinical Research Services, Regenerative Medicine, Molecular Medicine, Novel

Therapeutics, Bio-fuels, Plant Biotechnology and Industrial Biotechnology.

 Reliance Industrial Infrastructure Limited (RIIL) is engaged in the business of

setting up / operating Industrial Infrastructure that also involves leasing and

providing services connected with computer software and data processing.

 Reliance Institute of Life Sciences (Rils) established by Dhirubhai Ambani

Foundation, is an institution of higher education in various fields of life sciences

and related technologies.

 Reliance Logistics (P) Limited is a single window solutions provider for

transportation, distribution, warehousing, logistics, and supply chain needs,

supported by in house state of art telemetric and telemetry solutions.

 Reliance Clinical Research Services (RCRS), a contract research organization

(CRO) and wholly owned subsidiary of Reliance Life Sciences, has been set up

to provide clinical research services to pharmaceutical, biotechnology and

medical device companies.

 Reliance Solar, The solar energy initiative of Reliance aims to bring solar energy

systems and solutions primarily to remote and rural areas and bring about a

transformation in the quality of life.

 Relicord is the first and one of the most dependable stem-cell banking services of

South East Asia offered by Mukesh Ambani controlled Reliance Industries.

Reliance's Oil & Gas find

Andhra Pradesh near Vishakhapatnam. It was the largest discovery of natural gas in

world in financial year 2002-2003. On 2 April 2009, Reliance Industries (RIL)

commenced natural gas production from its D-6 block in the Krishna-Godavari (KG)

33
The gas reserve is 7 trillion cubic feet in size. Equivalent to 1.2 billion barrels (165

mil in 2002, Reliance found natural gas in the Krishna Godavari basin off the coast of

lion tonnes) of crude oil, but only 5 trillion cubic feet are extractable.

On 2008 Oct 8, Anil Ambani's Reliance Natural Resources took Reliance Industries to

the Bombay High Court to uphold a memorandum of understanding that said RIL will

supply the natural gas at $2.34 per million British thermal units to Anil Ambani.

Reliance Retail

Reliance Retail is the retail business wing of the Reliance business. Many brands like

Reliance Fresh, Reliance Footprint, Reliance Time Out, Reliance Digital, Reliance

Wellness, Reliance Trends, Reliance AutoZone, Reliance Super, Reliance Mart,

Reliance iStore, Reliance Home Kitchens, and Reliance Jewel come under the

Reliance Retail brand. Reliance saw opportunity in retailing chicken, mutton and

other meat products (halal and non-halal) through one of its retail arms called

"Delight Non Veg." One of the Delight outlets has been shut down due to protest by

anti-animal cruelty activists at Gandhi Nagar, Delhi who want Reliance to close its

non-veg food marketing.

Environmental record

Reliance Industry is the world‟s largest polyester producer and as a result one of the

largest producers of polyester waste in the world. In order to deal with this large

amount of waste they had to create a way to recycle the waste. They operate the

largest polyester recycling center that uses the polyester waste as a filling and

34
stuffing. They use this process to develop a strong recycling process which won them

a reward in the Team Excellence competition.

Reliance Industries backed a conference on environmental awareness in New Delhi in

2006. The conference was run by the Asia Pacific Jurist Association in partnership

with the Ministry of Environment & Forests, Govt. of India and the Maharashtra

Pollution Control Board. The conference was to help bring about new ideas and

articles on various aspects of environmental protection in the region. Maharashtra

Pollution Control Board invited various industries complied with the pollution control

norms to take active part in the conference and to support as a sponsor. The

conference proved effective as a way to promote environmental concern in the area.

Awards & Recognition

 International Refiner of the Year in 2005 at the 23rd Annual Hart's World Refining

and Fuels Conference.

Awards for managers

 Mukesh D. Ambani received the United States of America-India Business Council

(USIBC) leadership award for "Global Vision" 2007 in Washington in July 2007.

 Mukesh D. Ambani was conferred the Asia Society Leadership Award by the Asia

Society, Washington, USA, May 2004.

 Mukesh D. Ambani ranked 13th in Asia's Power 25 list of The Most Powerful

People in Business published by Fortune magazine, August 2004.

 Mukesh D. Ambani is Economic Times Business Leader of the Year.

35
 PRODUCT & SERVICES

RELIANCE JIO 4G BROADBAND

The company has launched its 4G broadband services throughout India in the first

quarter of 2016 financial year.It was slated to release in December 2015 after some

reports said that the company was waiting to receive final permits from the

government.Mukesh Ambani, owner of Reliance Industries Limited (RIL) whose

Reliance Jio is the telecom subsidiary, had unveiled details of Jio's fourth-generation

(4G) services on 12 June 2015 at RIL's 41st annual general meeting. It will offer data

and voice services with peripheral services like instant messaging, live TV, movies on

demand, news, streaming music, and a digital payments platform.

The company has a network of more than 250,000 km of fiber optic cables in the

country, over which it will be partnering with local cable operators to get broader

connectivity for its broadband services. With its multi-service operator (MSO)

licence, Jio will also serve as a TV channel distributor and will offer television-on-

demand on its network.

Pan-India Spectrum
Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles,

respectively, of the total 22 circles in the country, and also owns pan-India licensed

2,300 MHz spectrum. The spectrum is valid till 2035.Ahead of its digital services

launch, Mukesh Ambani-led Reliance Jio entered into a spectrum sharing deal with

younger brother Anil Ambani-backed Reliance Communications. The sharing deal is

for 800 MHz band across seven circles other than the 10 circles for which Jio already

owns.

Reliance jio‟s vision for India is that broadband and digital services will no longer be

a luxury item ,Rather convert it into a basic necessity that can be consumed in

36
abundance by consumers and small businesses .The initiatives are truly aligned with

the Government of India's „Digital India‟ vision for our nation.

• Digital Healthcare

• Affordable Devices

• Jio Drive

• Digital Education

• Digital Currency

• Digital Entertainment and social connectivity

LYF SMARTPHONES
In June 2015, Jio tied up with domestic handset maker Intex to supply 4G handsets

enabled with voice over LTE (VoLTE) feature. Through this, it plans to offer 4G

voice calling besides rolling out high-speed Internet services using a fiber network, in

addition to the 4G wireless network.[ However, in October 2015, Jio announced that it

would be launching its own mobile handset brand named LYF.

On 25 January 2016, the company launched its LYF smartphone 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 series, Earth series, and

Flame series.

FLAME 6

Technical Specifications

LYF FLAME 6
MODEL

37
 Qualcomm® Snapdragon 210 MSM8905
CHIPSET

GENERAL Operating System: Android Lollipop 5.1

FEATURES SIM Slot: Dual SIM (4G+2G)*
Processor (CPU): Quad-Core 1.5GHz ,Screen Size: 4 Inch

Chipset: Quad-Core 1.5GHz

PERFORMANCE
Graphics (GPU): Mali 400 MP2@500MHz
RAM: 512 MB. Screen Resolution: WVGA,

Capacity: 1700 mAh, Lithium Ion Battery

BATTERY
Talktime: Up to 4.5 hours (4G)

STORAGE
Internal Memory: 4 GB
CAPACITY
Expandable Memory: Up to 32 GB

Rear Camera : 5MP Auto Focus

CAMERA
Front Camera : 2MP Fixed Focus, Flash : Rear LED Flash

3G: yes
4G: yes (LTE)
CONNECTIVITY
True 4G (LTE Support): VoLTE (Video & HD Voice Call.

FLAME 1
Technical Specifications

MODEL FLAME 1

CHIPSET Qualcomm® Snapdragon 210 MSM8909

GENERAL FEATURES Operating System: Android Lollipop 5.1

38
 SIM Slot: Dual SIM (4G+2G),Processor: Quad-
CORE 1.1 GHZ
Screen Size:4.5 Inch.

PERFORMANCE Graphics (GPU): Adreno 304 @ 409MHz

RAM: 1GB, Screen Resolution: FWVGA 480 x
854 PIXEL

BATTERY Capacity: 2000 mAh, Lithium-ion

Talktime: Up to 8 Hours (4G)

STORAGE CAPACITY Internal Memory: 8 GB

Expandable Memory: Up to 32 GB

CAMERA Rear Camera : 5MP Auto Focus

Front Camera : 5MP Fixed Focus, Flash : Rear LED
FLASH

CONNECTIVITY 3G: Yes

4G: Yes, LTE CAT4
True 4G (LTE Support): VoLTE (Video & HD
VOICE CALL)

39
JIONET WIFI

Prior to its pan-India launch of 4G data and telephony services, Jio has started

providing free Wi-Fi hotspot services in cities throughout India including Ahmedabad

and Surat in Gujarat, Indore, Jabalpur, Dewas and Ujjain in Madhya Pradesh, select

locations of Mumbai in Maharashtra, Kolkata in West Bengal, Lucknow in Uttar

Pradesh, Bhubaneswar in Odisha, Mussoorie in Uttarakhand, Collectorate's Office in

Meerut, and at MG Road in Vijayawada among others.title=Reliance Jio rolls out wi-

fi service at IP sigra Mall in Lucknow among others.

In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket

stadiums hosting the 2016 ICC World Twenty20 matches. Jionet was made available

in Wankhede Stadium (Mumbai), Punjab Cricket Association IS Bindra Stadium

(Mohali), Himachal Pradesh Cricket Association Stadium (Dharamshala),

Chinnaswamy Stadium (Bengaluru), Feroz Shah Kotla (Delhi), and Eden Gardens

(Kolkata) in India.

JIO APPS

In May 2016 , Jio launched a bundle of multimedia apps on Google Play as part of its

upcoming 4G services. While the apps are available to download for everyone, a user

will require a Jio SIM card to use them. Additionally, most of the apps are in beta

phase. Following is a list of the apps:

 MyJio - Manage Jio Account and Digital Services associated with it

 JioPlay - A live TV channel service

 JioOnDemand - An online HD video library

 JioChat Messenger - An instant messaging app

 JioBeats - A music player

 JioJoin - A VoLTE phone simulator

40
 JioMags - E-reader for magazines

 JioXpressNews - A news and magazine aggregator

 JioSecurity - Security app

 JioDrive - Cloud-based backup too

 JioMoney Wallet - An online payments/wallet app.

JIO MIFI WIFI ROUTER

JIO PREVIEW OFFER FOR HP LAPTOPS:

 3 Months Free Unlimited 4G Internet (Connected with 31 Devices)

 3 Months Free Unlimited Calling (At any network)

 3 Months Free Unlimited SMS

 Life time Roaming Free (All India)

 Registration in E-mail is compulsory

 Available in Reliance store and Digital mini express store.

JIO PREVIEW OFFER (JPO)

 3 Months Free Unlimited 4G Internet in LYF Smartphone‟s and others all 4G

Smartphone‟s (Samsung,Micromax,Karbon,Lava,HTC,Gioni etc.)

 3 Months Free Unlimited Calling (At any network)

 3 Months Free Unlimited SMS

 Life time Roaming Free (All over India)

 2 Years Warranty (LYF handsets only)

Branding and Marketing

On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's

brand ambassador.

41
Marketing Mix Of Reliance Jio

Reliance Jio Infocomm limited is simply referred to as Jio. It is a mobile service

provider and is associated with wireless telecommunication industry. Jio deals in

mobile-telephonic communications, broadband services and digital services. Reliance

Jio is of Indian origins and was founded in the year 2010. It is a fully-owned

subsidiary of its parent company Reliance Industries, owned by Mukesh Ambani.

Some of its competitors are as follows-

 Vodafone

 Idea

 Airtel

Product in the Marketing Mix Of Reliance Jio :

Reliance Jio is a network operator of mobiles and offers 4G LTE wireless services. It

does not offer 2G or 3G services and is the only operator to provide VoLTE-only

services. For the first time Reliance Jio launched beta services to its employees and

partners on December 27Th, 2015.

The company launched commercial services in the year 2016 5th September. It had a

fiber-optic cable network of 250,000 km that partners with local cable operators to

receive broader connectivity for getting broadband services. On 25th January 2016

LYF smartphones were introduced including Water 1 and later Water 2, Flame 1 and

Earth 1. In May 2016, several multimedia apps were launched by Reliance Jio on

Google Play and it includes

 Wireless router – Jiofi

 Transfer content – JioSwitch

 Wallet app – JioMoney Wallet

 Backup tool that is Cloud-based – JioDrive

 Magazine and news aggregator – JioXpressNews

42
  Magazine e-reader – JioMags

 VoLTE phone-stimulator – Jio4GVoice

 Music player – JioMusic

 Instant-Messaging app – JioChat Messenger

 HD online video library – JioCinema

 TV channel live service – JioTV

 Manage digital services and Jio account – MyJio

Place in the Marketing Mix Of Reliance Jio :

Reliance Jio is an Indian company with Pan-India presence. It has its headquarters

base at Navi Mumbai in Maharashtra. Reliance Jio has a strong and widespread

distribution channel. It is the owner of 1,800 MHz and 800 MHZ bands in 6 and 10

circles respectively amongst the total 22 circles prevalent in India. It is also the owner

of 2,300 MHZ spectrum licensed for Pan-India usage till the year 2035.

Reliance Jio entered into a deal with Reliance Communications for sharing 800 MHz in seven

other circles besides the ten already owned by its company. It also made a deal with BSNL to

use intra-circle roaming facilities in national roaming mode. Before launching telephony

services Reliance Jio offered free services for Wi-Fi hotspot in several Indian cities like

Ujjain, Dewas, Jabalpur and Indore in Madhya Pradesh, Visakhapatnam in Andhra Pradesh,

Ahmedabad and Surat in Gujarat, selected locations in cities of Kolkata, Mumbai, Mussoorie,

Bhubaneswar, Meerut and Lucknow. Free internet Wi-Fi services were offered during 2016

20-20 matches at Kolkata, Delhi, Bengaluru, Dharamshala, Mohali and Mumbai.

Price in the Marketing Mix Of Reliance Jio :

At the end of the fiscal year 2015, estimated revenues of Reliance Jio were 13 million

rupees compared to the earlier year of 5.8 million rupees. The company has targeted

people with smartphones who desire good services and high internet speed as its

target customers. Reliance Jio has taken several steps towards transforming India so

43
that it becomes a techno-savvy and digital nation. It has adopted a reasonable pricing

policy and has announced reasonable rates for all its products. These rates will be

applicable from the beginning of the fiscal year 2016-17 as it has announced free

services for every Jio-Sim since its launch till 31st March 2016.

Promotion in the Marketing Mix Of Reliance Jio :

Reliance Jio has undertaken an aggressive marketing strategy to create positive brand

awareness. It has launched ad campaigns on television, radio, newspapers, magazines,

and billboards and social media platforms including Instagram, Facebook, Twitter and

YouTube. Reliance Jio knows the importance of star power and has roped in several

celebrities to act in its commercials and become associated with its brand.

At its launch party celebrities like Rajkumar Hirani, Javed Jaffrey, AR Rehman and

Ranbir Kapoor were invited along with its brand ambassadors Amitabh Bachchan and

Shahrukh khan. As part of promotional activities Reliance, Jio offered free internet

Wi-Fi services at six cricket stadiums during ICC World Twenty20 and each and

every one of its services free till the end of the financial year 2016.

44
SWOT Analysis for Reliance Jio

Strength

1. Low tariff: - Company has launched its 4G service with highly competitive or

rather very low tariff. Company has strong financial capacity to withstand initial

losses

2. Very wide network:-Company has created wide national network with a huge

investment of around $20 billon. The company has used latest technology and

hence capable to give quality service.

3. Brand Name: - Brand Value of company is very high.

45
Weakness

1. Late entry into telecommunication sector: - The telecom sector had grown

exponencially in its initial phases which started around two decades earlier.

Presently market has seen only modest growth and it has become highly

competitive due to entry big players such as Vodafone, Idea etc.

2. Operation of Mobile Number Portability Still not smooth:- Nowadays mobile

number has become identity of a person and hence it is difficult for anyone to

change his mobile number.MNP takes many days for its implementation and it is

hard to manage this transition period. MNP is crucial for Jio as a large number of

customer is expected through migration from existing service providers.

3. Highly dependent upon data consumption: - As per the current trend around 60

to 70 percent of revenue comes from voice calling and hence there is a huge

potential loss for making voice calling free. This loss can be offset only when

consumption of data increases manifold.

Opportunity

1. Large scale availability of smart phones: In last 2 decades the number of

people using Smartphone has increased manifolds. If company is able to provide

quality service at competitive rate it can quickly grab large number of customers.

2. Increasing rate of data consumption: In its earlier phase almost entire revenue

of the mobile service provider was from voice calling. However since last two

years the proportion of revenue from data users is increasing exponentially which

has resulted in almost 30-40% of the total revenue. Lower data tariff may further

increase data consumption and thus contribute more to the revenue of company.

3. International market:-There is huge opportunity in many developing countries

46
Threat

1. Saturated market:- The initial phase of rapid increase in subscriber is now over.

A new entrant like Jio needs a large customer base to cross breakeven point.

2. Highly competitive market:- After the entry of big players like Vodafone,Idea etc

the market has become highly competitive.

3. Changing Government Policy: The changing government policy like cancelling

of 2G licences ,imposition of tax with retrospective effect(on Vodafone), refund for

call drop etc, has created uncertainty in the market causing adverse impact on the

investment sentiment.

4. Rapid upgradation in Technology:- From 2G to 3G and 3G to 4G changes have

occurred in very short span of time. Even next generation 5G is approaching

shortly. Each upgradation requires huge investment and it is not possible to remain

in market without it.

Reliance Jio opened pre-appointments on August 24, yet the company needed to stop

the underlying application process because of overwhelming response. A few retailers

whom we connected with expect Jio will start the pre-booking process in another 2-3

days, however the correct date hasn‟t been secured yet.

The JioPhone is maybe the most expected gadget of 2017 – all things considered, it

will viably be “free” at a store of Rs 1,500 which is refundable in after three years,

and just when you restore the JioPhone. At the season of pre-booking, clients need to

pay Rs 500. Whatever remains of the sum must be paid at the season of the

conveyance, which is Rs 1000.

The 4G VoLTE include phone has a 2.4-inch show, 1.2GHz double center processor

in the board, upheld by 512MB of RAM. The working system keeping the handset

47
running is KAI OS, and the Jio Phone has 4GB of inner storage, with microSD

support up to 128GB. You get Wi-Fi bolster, 2000mAh battery.

JIO 1500 Phone Registration : A move which could acquire another influx of

interruption in the telecom market with this new launch with the low valued 4F

featured smartphone and separated from this Reliance is again going to give the group

its astonishing offers that to be propelled in an all the most attractive traffic plans to

reach more clients which may again applause the public and withstand in the

market.An Idea produced by reliance accomplish the value purpose of Rs.500, the

HSBC examine note says the Jio 4G VoLTE include smartphone will be sponsored by

as much as generally Rs.650-970. Reliance is tied up with the sellers of Zhejiang

Techain Electronics Technology Co., Shenzhen CHINO-E Communication Co, Crave

and Megaphone and put in a request of 18-20 million units for the handsets. It is

normal that the gadget may be available into the market in late July or August.

48
49
 CHAPTER-3

OBJECTIVES
OF

THE STUDY

50
 RESEARCH OBJECTIVES

 To Study the level of satisfaction among Reliance Jio customers in Lucknow

City.

 To study and understand the source of awareness of a 4G Services along with the

package that a customer is connected to.

 To study and analyze the level of customer satisfaction with regard to the price,

coverage, clarity and the billing system.

 To study the customers behavior and response towards Jio 4G Services.

51
 CHAPTER-4

RESEARCH
METHODOLOGY

52
 RESEARCH METHODOLOGY
Research methodology is a way to systematically represent research on any problem.

It tends taken by the researcher in studying the research problem along with the logic

behind them. It tends to define the methodology for the solution of the problem that

has been undertaken for the purpose of the study. The methodology may include

publication research, interviews, surveys and other research techniques.

RESEARCH DESIGN

A research design is the arrangement of conditions for collection and analysis of data

in a manner that aims to combine relevance to the research purpose with economy in

procedure. In fact, the research design is the conceptual structure within which

research is conducted. This research was descriptive in nature.

DESCRIPTIVE RESEARCH:

The research undertaken will be a descriptive research as it was concerned with

specific predictions, with narration of facts and characteristics concerning customer

attitude and satisfaction towards Reliance Jio.

SAMPLING DESIGN

The following factors have been decided within the scope of sample design:

Universe of study: Lucknow City

Sample Size: A sample of minimum respondents will be selected from various areas

of Lucknow City. An effort was made to select respondents evenly. The survey was

carried out on 100 respondents.

Sample Unit: In this project sampling unit consisted of the various individuals who

have used services of Reliance Jio.

Sampling Technique: For the purpose of research convenient sampling technique

will be used.

53
Sampling Frame: It consisted of various sources from where information about the

respondent is extracted.

DATA COLLECTION

There will be two types of data sources used in this research. These will be

Secondary data

Secondary data is the data collected from already been use or published information

like journals, diaries, books, etc .In this research project, secondary source used were

various journals, and website of various online journals.

Primary data

Primary data is the data collected for the first time from the source and never have

been used earlier. The data can be collected through interviews, observations and

questionnaires. In this project, an appropriate questionnaire was designed which was

filled by the Customers of Reliance Jio.

54
 CHAPTER-5

DATA
ANALYSIS

55
 Data Analysis and Interpretation

TABLE A:
 Age group of respondents

Age % of respondents No. of respondents

20-25 20 20

25-30 26 26

30-35 30 30

Above 35 24 24
Total 100 100

20%
24.00%

20-25
25-30
30-35
Above 35
26.00%

30%

INTERPRETATION:
 20% of the respondents are between the age group 20 – 25.

 26% of the respondents are between the age group 25 – 30.

 30% of the respondents are between the age group 30 – 35.

 24% of the respondents are above 35 years of age.

56
 TABLE B:

 Occupation of the respondents

Occupation % of respondents No. of respondents

Students 16 16

Business man 26 26

Private employees 38 38

Govt. employees 20 20
Total 100 100

20% 16.00%

Students
Business man
Private employees
26.00%
Govt. employees

38%

INTERPRETATION:
 16% of the respondents are Students.

 26% of the respondents are Businessmen.

 38% of the respondents are from Private employees.

 20% of the respondents are Govt. Services

57
TABLE2:

1.Do you have a mobile phone?

a)yes

b)No

Mobile users % of respondents No. of respondents

Yes 100 100

No 0% 0
Total 100 100

0%

Yes
No

100%

INTERPRETATION:

 100% of the respondents are Mobile users.

58
TABLE 2:

2.Are you aware about Reliance JIO?

a)Yes

b)No

Awareness % Of respondents No. of respondents

Yes 93% 93

No 7% 7
Total 100 100

7.00%

yes
No

93.00%

INTERPRETATION:

 93% of respondents are aware about Reliance JIO.

 7% of respondents are not aware about Reliance JIO

59
TABLE 3:

3.which operator’s service do you use?

1.Airtel

2.Reliance JIO

3.Idea

4. Vodafone

Operator user % of respondents No. of respondents

Airtel 30% 30

Reliance JIO 24% 24

Idea 20% 20

Vodafone 26% 26
Total 100 100

30% Airtel
26.66%
Reliance JIO
Idea
20% 24.00% Vodafone

INTERPRETATION

 30% of respondents are Airtel users

 23.33% of respondents are Relianc JIO users.

 20% of respondents are Idea users.

 26.66% of respondents are Vodafone users.

60
TABLE 4:

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

a)Rs100-Rs200

B)Rs200-Rs300

c)Rs300-Rs400

d)Above Rs500

Expenditure (Rs) % of respondents No. of respondents

Rs100-Rs200 35% 35

Rs200-Rs300 32% 32

Rs300-Rs400 28% 28

Above Rs500 5% 5
Total 100 100

5.00%

35.00% Rs100-Rs200
28.00%
Rs200-Rs300
Rs300-Rs400
Above 500

32.00%

INTERPRETATION:
 35% of respondents are monthly expenditure on mobile.

 32% of respondents are monthly expenditure on mobile.

 28% of respondents are monthly expenditure on mobile.

 5% of respondents are monthly expenditure on mobile.

61
TABLE 5:

5.From which source you came to know about Reliance JIO?

a)News paper

b)Advertisement

c)Mouth publicity

d)Hoardings

Sources % of respondents No. of respondents

News paper 32% 32

Advertisement 21% 21

Mouth publicity 28% 28

Hoarding 19% 19
Total 100 100

19.00%
32.00% News paper
Advertisement
Mouth publicity
28.00% Hoarding

21.00%

INTERPRETATION:
 32% of respondents are known by News paper.

 21% of respondents are known by Advertisement.

 28% of respondents are Mouth publicity.

 19% of respondents are Hoardings.

62
TABLE 6:

6. Since how long you are using Reliance JIO services?

a)Less than one month

b)2-3 months

c)4-5 months

d)Non user

Users % of respondents No. of respondents

Less than one month 30% 30

2-3 months 25% 25

4-5 months 35% 35

Non users 10% 10

Total 100 100

10%

30.00% Less than one month

2-3 months
35.00% 4-5 months
Non users
25.00%

INTERPRETATION:
 30% of respondents are user of less then one month

 25% of respondents are user of 2-3 months.

 35% of respondents are user of 4-5 months.

 10% of respondents are Non user.

63
TABLE 7:

7. Which feature of Reliance jio convinced you to use this?

a)Connectivity

b) Schemes

c) Advertisements

d)Goodwill

Convincing factor % of respondents No. of respondents

Connectivity 25% 25

Scheme 40% 40

Advertisement 20%% 20

Goodwill 15% 15
Total 100 100

15.00%
25.00% Connectivity
Scheme
20.00%
Advertisement

40.00%

INTERPRETATION:
 25% of respondents are convinced with connectivity.

 40% of respondents are convinced with scheme.

 20% of respondents are convinced with Advertisement.

 15% of respondents are convinced with goodwill.

64
TABLE 8:

8.Which service do you like most while using the Reliance jio services?

a)Data services

b)Call rate

c)Network coverage

d)Value added services

services % of respondents No. of respondents

Data services 50% 50

Call rate 20% 20

Network coverage 18% 18

Value added services 12% 12

Total 100 100

12.00%

Data services
18.00% Call rate
50%
Network coverage
Value added services
20.00%

INTERPRETATION:
 50% of respondents are in favour of Data services.

 20% of respondents are in favour of Call rates.

 18% of respondents are in favour of Network coverage.

 12% of respondents are in favour of Value added services.

65
TABLE 9:

9) Why did you choose this service provider

a).Unlimited calling services

b).Unlimited Data services

c).Unlimited sms services

d).All services

Choose the service % of respondents No. of respondents

Unlimited calling 20% 20

services

Unlimited Data 35% 35

services

Unlimited sms 15% 15

services

All services 30% 30

Total 100 100

20.00% Unlimited calling services

30.00%
Unlimited Data services
Unlimited sms services
35.00%
All services

15.00%

INTERPRETATION:

 20% of respondents are chosen to Unlimited calling services.

 35% of respondents are chosen to Unlimited Data services..

 15% of respondents are chosen to Unlimited Sms services..

 30% of respondents are chosen to All services.

66
TABLE 10:

10.Do you call at customer care?

Respondents % Of respondents No. of respondents

Yes 80% 80

No 20% 20

Customer call % of respondents No. of respondents

Daily 20% 20

Once in week 35% 35

Once in month 18% 18

Rarely 27% 27
Total 100 100

20.00%
27.00% Daily
Once in week

35% Once in month

18.00% Rarely

INTERPRETATION:
 20% of respondents are made call customer care daily.

 35% of respondents are made call customer care weekly.

 18% of respondents are made call customer care monthly.

 27% of respondents are made call customer care rarely.

67
 TABLE 11:

11.For what reason do you call customer care?

a)Value added services

b) Information regarding new schemes

c)Complaints

d)Other queries

Reason % of respondents No. of respondents

Value added services 10 10

Schemes 40 40

Complaints 20 20

Queries 30 30
Total 100 100

10.00%

30.00% Value added services

Schemes
Complaints
40.00%
Queries
20.00%

INTERPRETATION:
 10% of respondents are made call for value added services.

 40% of respondents are made call for new schemes.

 20% of respondents are made call for complaints.

 30% of respondents are made call for other queries.

68
TABLE 12:

12. Are you satisfied with Reliance JIO services?

a)Yes

b)No

Satisfaction level % Of respondents No. of respondents

Yes 75% 75

No 25% 25

Total 100 100

25.00%
yes
no

75.00%

INTERPRETATION:
 75% of respondents are satisfied.

 25% of respondents are not satisfied.

69
 TABLE 13:
13.What should be improved in Reliance JIO services

a)Improve in Network coverage

b)Remove calling congestion

c)Upgrade in Android version

d)Others

Improvement % of respondents No. of respondents

Improve in Network 20% 20

coverage

Remove calling 40% 40

congestion

Upgrade in Android 25% 25

version

Others 15% 15
Total 100 100

15% Improve in Network

20% coverage
Remove calling
congestion
25% Upgrade in adroid version

40% Others

INTERPRETATION:
 20% of respondents are dissatisfied with poor network coverage.

 40% of respondents are dissatisfied with call drop.

 25% of respondents are dissatisfied with old version.

 15% of respondents are dissatisfied others.

70
TABLE 14:

14. Would you like to recommend others?

a)Yes

b)No

Recommendation % Of respondents No. of respondents

Yes 60
60%
No 40% 40
Total 100 100

60.00%

yes
No

40

INTERPRETATION:
 60% of respondents are recommended others.

 40% of respondents are not recommended others.

71
 TABLE 15:

15.Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very Fairly Average Poor

good good

Network 
coverage

Data service 

Calling service 

Value added 
services

Customer care 

New schemes 
and offers

72
 CHAPTER-7

FINDINGS

73
 FINDINGS
 While conducting the survey, I found that most of 71.23% respondents are

satisfied with Reliance JIO,and 29.77% of respondents are not satisfied. Because

still they have network problem in deep rural areas.

 Reliance JIO has wide market captured in Lucknow.LYF handsets are highly

demanded in the market by its customers.

 Most of the customers are preferred to buy and utilize the LYF handsets because

its demand is very high in the area of Lucknow.

 Customers are satisfied the 4G unlimited services as comparison to others

services.

 Reliance JIO is the market leader in Lucknow areas, all the customers are

preferred its products & services.

 Reliance JIO is enhanced the potential market share in Lucknow.

 Highly competition among other mobiles Samsung, Redmi, HTC. But LYF

handsets are more preferred by the customers.

 Wide network coverage is available in Lucknow areas.

 LYF handsets are highly selling products in Lucknow markets. Because

unlimited 4G schemes are considered by customers.

 At last it can be said that there are a lot of scope of Reliance jio market in near

future

74
 CHAPTER-8

CONCLUSION

75
 CONCLUSION

Reliance JIO has become a very successful brand in India & providing customer

satisfaction is to be there main motive. It provides unlimited free calling and data

services & SMS on the move as people are more dependent on it in their daily lives

like wide network coverage and good 4G services. Because 3G services was unable to

meet our customer needs and wants. That‟s why 4G has been evolved for Indian

customers.

Reliance JIO possesses congestion free & wide network coverage, attractive 4G

schemes & customer services as well as lifetime roaming free services.

Providing customer satisfaction is the most crucial step of the company as they are to

be satisfied and provides Internet access on the move such as Wide network coverage

and good 4G services as they are important and technology advanced stuff required

by almost everybody in today‟s environment,

Reliance JIO is a home brand company and a very emerging brand in India and will

be successful in overseas market in upcoming years. It possesses congestion free &

wide network, attractive 4G schemes & customer services to cover one of the widest

areas. From the details it can be concluded that 80% of Reliance JIO users preferred

to remain with Reliance JIO and fully satisfied. Also good number of customers who

are willing to switch from their respective subscribers showed interest in Reliance

JIO. Reliance JIO is capturing the wide area of Indian markets increasingly day by

day. Hence, these statistics imply a bright future for the company. It can be said that

in near future, the company will be booming in the telecom industry.

76
 CHAPTER-9

RECOMMENDATIONS

77
 RECOMMENDATIONS
 Though competitive tariff is very important to become an important player in

the market, the customer satisfaction is equally or even more important for

long term perspective. Handling customer grievances in effective way and

continuous improvement based on customer‟s feedback are key priority areas

to become a dominant player in the market. For eg. BSNL could not be a

dominant player in market due to poor customer satisfaction even though tariff

is highly competitive.

 In today‟s era the Reliance JIO must focus on rural areas to get the people

attention and gather the rural people interest. Because most of rural people are

not having the knowledge about Reliance JIO.

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

 Replenish the products on Retailer‟s shop on right time, where it is lacking.

 Remove (exterminate) the problem of calling congestion & call drop.

 Make the advertisement of Reliance JIO by putting hoardings, boards, posters,

and neon (electric) sign boards in every areas. It should be highlighted punch

line” LYF DEKHO LYF JAISI”.

 Get the feedback from existing customers about Reliance JIO and take the

reference for making new customers.

 We should try building a good relationship with all retailers, praise,

recognition & honour 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 high

competition to others company.

78
 CHAPTER-10

LIMITATIONS

79
 LIMITATIONS

1. The first problem I faced is in getting the co-operation of the customers. Many of

the respondents I approached did not agree to the need and utility of the project

and hence did not agree to provide me with information.

2. The behavior of the customer is unpredictable which may result in the lacking of

accuracy in the data.

3. As the sample size of the survey was so small and comprise of only 100

customers, the results may have some prone to errors.

4. Study accuracy totally based upon the respondents response.

5. Stipulated short span of time for survey.

80
BIBLIOGRAPHY

83
 BIBLIOGRAPHY

Books:

 Kothari. C.R (2004): Research Methodology Methods & Techniques‟, New Age

International Publishers, New Delhi, 2nd Edition.

 Richard I. Levin, David S. Rubin (2004): „Statistics for Management‟, Prentice Hall

of India Private Limited, New Delhi, 7th Edition.

 Jayaram, N. and Sandhog, R.S. (1998), Housing in India - Problems, Policy and

perspectives, B.R. Publishing Corporation, Delhi.

 Jeffrey Gitomer (1998), Customer satisfaction is worthless: Customer loyalty is

priceless: How to make customers love you, keep them coming back and tell

everyone they know, Austin TX: Board Press.

Websites:

 http://www.marketing91.com/marketing-mix-reliance-jio/

 https://www.slideshare.net/himanshusinha7/promotion-strategies-adopted-by-jio

 http://www.mbaskool.com/brandguide/telecom-service-providers/16942-

reliance-jio.html

 https://www.linkedin.com/pulse/swot-analysis-reliance-jio-nishit-kumar

84
ANNEXURE

85
 ANNEXURE

NAME: ------------------------------------

AGE: ------------------------------------

GENDER: ------------------------------------

OCCUPATION: - -----------------------------------

MOBILE NO: ------------------------------------

ADDRESS : ------------------------------------

1.Do you have a mobile phone?

a)yes

b)No

2.Are you aware about Reliance JIO?

a)Yes

b)No

3.which operator’s service do you use?

1.Airtel

2.Vodafone

3.Idea

4.Reliance JIO

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

a)Rs100-Rs200

B)Rs200-Rs300

c)Rs300-Rs400

d)Above Rs500

86
5.From which source you came to know about Reliance JIO?

a)News paper

b)Advertisement

c)Mouth publicity

d)Hoardings

6.Since how long you are using Reliance JIO services?

a)Less than one month

b)2-3 months

c)4-5 months

d)Non users

7. Which feature of Reliance jio convinced you to use this?

a)Connectivity

b) Schemes

c) Advertisements

d)Goodwill

8.Which service do you like most while using the Reliance jio services?

a)Data services

b)Call rate

c)Network coverage

d)Value added services

87
9. Why did you choose this service provider

a).Unlimited calling services

b).Unlimited Data services

c).Unlimited SMS services

d).All services

10.Do you call at customer care?

a)Yes

b)No

If Yes, how often you call at customer care?

1.Daily

2.Once in week

3.Once in month

4.Rarely

11.For what reason do you call customer care?

a)Value added services

b) Information regarding new schemes

c)Complaints

d)Other queries

12. Are you satisfied with Reliance JIO services?

a)Yes

b)No

88
 13.What should be improved in Reliance JIO services

a)Improve in Network coverage

b)Remove calling congestion

c)Upgrade in Android version

d)Others

14. Would you like to recommend others?

a)Yes

b)No

15.Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very Fairly Average Poor

good good

Network
coverage

Data service

Calling service

Value added
services

Customer care

New schemes
and offers

89