Reliance project.pdf
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About This Presentation
reliance project mba
Slide Content
1
PROJECT REPORT
ON
“A study of customer satisfaction and preference on reliance io
in Sagar ”
A project report submitted in partial fulfillment of the
requirements of
Masters of Business Administration
DEPARTMENT OF BUSINESS MANAGEMENT
DR.HARISINGH GOUR VISHWAVIDYALAYA
(A CENTRAL UNIVERSITY) SAGAR (M.P)
Under the guidance of SUMBISSION BY
Dr. Shree Bhagwat Deepesh Rajak(Y20282015)
PROJECT REPORT
ON
“A study of customer satisfaction and preference on reliance io
in Sagar ”
A project report submitted in partial fulfillment of the
requirements of
Masters of Business Administration
DEPARTMENT OF BUSINESS MANAGEMENT
DR.HARISINGH GOUR VISHWAVIDYALAYA
(A CENTRAL UNIVERSITY) SAGAR (M.P)
Under the guidance of SUMBISSION BY
Dr. Shree Bhagwat Deepesh Rajak(Y20282015)
2
DECLARATION
DATE- __________
I “Deepesh Rajak” hereby declares that the work presented herein is genuine work done originally by
me under the supervision of “Dr. Shree bhagwat” (HOD), Department of Business Management, Dr.
HariSingh Gour Vishwavidyalaya (A Central University), Sagar (M.P) and same has not been
submitted for the award of any other degree/diploma/fellowship or other similar titles or prizes.
Deepesh Rajak
MBA 3rd SEM...
(Y20282015)
DECLARATION
DATE- __________
I “Deepesh Rajak” hereby declares that the work presented herein is genuine work done originally by
me under the supervision of “Dr. Shree bhagwat” (HOD), Department of Business Management, Dr.
HariSingh Gour Vishwavidyalaya (A Central University), Sagar (M.P) and same has not been
submitted for the award of any other degree/diploma/fellowship or other similar titles or prizes.
Deepesh Rajak
MBA 3rd SEM...
(Y20282015)
3
CERTIFICATE
This is to certify that Deepesh Rajak has worked for his MBA 3
rd
semester project
entitled “A study of customer satisfaction and preference on reliance io in Sagar
JIO” in partial fulfillment of the degree of Masters of Business Administration. he has
completed her project under my supervision. His work is original, satisfactory and is
not submitted anywhere else for the award of any degree.
I hereby forward this project and wish his success in future endeavor.
Signature of Supervisor Signature of examiner
Signature of HOD
CERTIFICATE
This is to certify that Deepesh Rajak has worked for his MBA 3
rd
semester project
entitled “A study of customer satisfaction and preference on reliance io in Sagar
JIO” in partial fulfillment of the degree of Masters of Business Administration. he has
completed her project under my supervision. His work is original, satisfactory and is
not submitted anywhere else for the award of any degree.
I hereby forward this project and wish his success in future endeavor.
Signature of Supervisor Signature of examiner
Signature of HOD
4
ACKNOWLEDGEMENT
First and foremost, let me sincerely thank almighty for the great opportunity and blessings that he has
showered up on me for the successful and timely completion of my project work.
It is a great opportunity for me to express my sincere thanks to Dr. Shree Bhagwat, Head of the
Department of Business Administration, Dr. Hari Singh Gaur Vishwavidyalaya (A Central
University), Sagar (M.P).
I would like to pay my special gratitude to Dr. Shree Bhagwat who supervised my work, and for his
valuable guidance and constant encouragement throughout my project work.
I am very thankful to the all-respected faculty members of the department, who supported me in the
preparation of my project.
Finally, I want to thanks my parents, my friend without whom the completion of my project would not
have been possible.
DEEPESH RAJAK
(Y20282015)
MBA-3rd semester
ACKNOWLEDGEMENT
First and foremost, let me sincerely thank almighty for the great opportunity and blessings that he has
showered up on me for the successful and timely completion of my project work.
It is a great opportunity for me to express my sincere thanks to Dr. Shree Bhagwat, Head of the
Department of Business Administration, Dr. Hari Singh Gaur Vishwavidyalaya (A Central
University), Sagar (M.P).
I would like to pay my special gratitude to Dr. Shree Bhagwat who supervised my work, and for his
valuable guidance and constant encouragement throughout my project work.
I am very thankful to the all-respected faculty members of the department, who supported me in the
preparation of my project.
Finally, I want to thanks my parents, my friend without whom the completion of my project would not
have been possible.
DEEPESH RAJAK
(Y20282015)
MBA-3rd semester
5
PREFACE
I am pleased to present the report on “A study of customer satisfaction and preference on reliance
JIO in Sagar” before my respected readers. This study deals with a no. of topics such as introduction
of the company
Language of the report is simple and lucid. Attempts have been made to arrange the subject matter in
a systematic and well-knit style. Efforts have also been made to deal with all topics precisely and
gently.
Deepesh Rajak
(Y20282015)
MBA-2nd semester
PREFACE
I am pleased to present the report on “A study of customer satisfaction and preference on reliance
JIO in Sagar” before my respected readers. This study deals with a no. of topics such as introduction
of the company
Language of the report is simple and lucid. Attempts have been made to arrange the subject matter in
a systematic and well-knit style. Efforts have also been made to deal with all topics precisely and
gently.
Deepesh Rajak
(Y20282015)
MBA-2nd semester
6
INDEX
CHAPTER NO. CHAPTER NAME PAGE NO.
Chapter-1
1. company profile of reliance JIO
1.1 Introduction of industry
1.2 History of reliance JIO
1.3 Establishment of reliance JIO
1.4 Organizational structure
1.5 Products and services
1.6 Special offer regarding product
1.7 Major competitors
1.8 SWOT analysis
2. Conceptual framework
2.1 customer satisfaction framework
2.2 customer preference framework
7-31
7-28
28-30
30-31
Chapter-2 RESEARCH METHODOLOGY
2.1 Research design
2.2 Type of research design
2.3 Objectives of study
2.4 Scope of study
2.5 Need of study
2.6 Data collection Method
2.7 Sampling
32-36
32
33
34
36
INDEX
CHAPTER NO. CHAPTER NAME PAGE NO.
Chapter-1
1. company profile of reliance JIO
1.1 Introduction of industry
1.2 History of reliance JIO
1.3 Establishment of reliance JIO
1.4 Organizational structure
1.5 Products and services
1.6 Special offer regarding product
1.7 Major competitors
1.8 SWOT analysis
2. Conceptual framework
2.1 customer satisfaction framework
2.2 customer preference framework
7-31
7-28
28-30
30-31
Chapter-2 RESEARCH METHODOLOGY
2.1 Research design
2.2 Type of research design
2.3 Objectives of study
2.4 Scope of study
2.5 Need of study
2.6 Data collection Method
2.7 Sampling
32-36
32
33
34
36
7
2.6 Limitation of study
2.7 statical tool used and software
Chapter-3 DATA ANALYSIS AND INTERPRETATION
3.1 Tabulation of data
3.2 graphical representation
3.3 Interpretation
37-59
Chapter-4 FINDING , SUGGESTION, CONCLUSION 60
Chapter-5 REFERENCE 64
2.6 Limitation of study
2.7 statical tool used and software
Chapter-3 DATA ANALYSIS AND INTERPRETATION
3.1 Tabulation of data
3.2 graphical representation
3.3 Interpretation
37-59
Chapter-4 FINDING , SUGGESTION, CONCLUSION 60
Chapter-5 REFERENCE 64
8
Chapter 1-
Company profile reliance JIO
1.1 Introduction of Industry
Technically, telecommunications encompass any communication over a distance, be it via telephone,
television, radio, wireless network, computer network, telemetry, or other means-but traditionally the
term referred to telephone service. These days, though, all these technologies and others are
converging-indeed, nowadays you can access the internet, play videos, or track your children
movements via Global Positioning System (GPS) technology on your cell phones-so the lines between
telecommunications and other industries like computer hardware and consumer electronics are getting
blurrier all the time.
In other words: If you work in an industry that requires you to learn fast and adapt quickly, this is it.
Telecommunications is a mammoth industry, compromising companies that make hardware, produce
software, and provide services. Hardware includes a vast range of products that enable communication
across the entire planet, from video broadcasting satellites to telephone handsets to fiber-optic
transmission cables. Service includes running the switches that control the phone system, providing
Internet access, and configuring private networks by international collaborations conduct business.
Software makes it all work, from sending and receiving e-mail to relaying satellite data to controlling
telephone switching equipment to reducing background noise on your cell phone.
Chapter 1-
Company profile reliance JIO
1.1 Introduction of Industry
Technically, telecommunications encompass any communication over a distance, be it via telephone,
television, radio, wireless network, computer network, telemetry, or other means-but traditionally the
term referred to telephone service. These days, though, all these technologies and others are
converging-indeed, nowadays you can access the internet, play videos, or track your children
movements via Global Positioning System (GPS) technology on your cell phones-so the lines between
telecommunications and other industries like computer hardware and consumer electronics are getting
blurrier all the time.
In other words: If you work in an industry that requires you to learn fast and adapt quickly, this is it.
Telecommunications is a mammoth industry, compromising companies that make hardware, produce
software, and provide services. Hardware includes a vast range of products that enable communication
across the entire planet, from video broadcasting satellites to telephone handsets to fiber-optic
transmission cables. Service includes running the switches that control the phone system, providing
Internet access, and configuring private networks by international collaborations conduct business.
Software makes it all work, from sending and receiving e-mail to relaying satellite data to controlling
telephone switching equipment to reducing background noise on your cell phone.
9
The breakup of AT&T in 1984 created the modern telecommunications industry, subjecting phone
companies to free-market forces for the first time. The long-distance market became competitive
almost immediately, but the so-called Baby Bells fought a rear-guard action against letting companies
like AT&T (since acquired by SBC) or MCI (recently acquired by Verizon) enter the local phone
markets. Proponents say deregulation makes telecommunications services more competitive,
benefitting consumers. Critics say it gives few giant companies unchecked sway over our ability to
communicate with each other. Regardless, deregulation appears here to stay, with the industry swept up in
waves of consolidation that are likely to continue.
VOIP
VOIP, or voice over Internet Protocol, makes it possible to send phone calls as data packs across the
Internet and other IP networks (such as private Local Area Networks, or IM-based VoIP like Skype
and Yahoo IM), meaning phone calls no longer must travel through local phone company lines.
Quality, consistency, and reliability of VoIP doesn’t equal that of old-timey phone networks-but it’s
getting there. And the price sure is right: like e-mails, VoIP-to-VoIP phone calls are free-the only cost
is the cost of your broadband internet connection, which is typically relatively small, fixed, up-front
cost. There are currently some downsides to VoIP offerings (while the phone usually continues to work
even during power outages, if your power goes out and you don’t have a generator, most VoIP users
will be unable to make phone calls-and most VoIP don’t support encryption, so the security of VoIP
phone calls can be questionable, but use of VoIP is growing all time.
Prior to the telecommunications Act of 1996, a variety of regulations divided communications
artificially cable TV companies were prohibited from offering local telephone service, video
programming over lines was banned, and local and long-distance service providers were forbidden
from competing in each other’s markets. The Telecommunications Act lifted these competitive
restrictions. One remaining regulatory barrier prohibits service providers from manufacturing
telecommunications equipment’s. The cleanest way to break this industry down, then is, between those
who make the software and hardware and those who provide various services.
The breakup of AT&T in 1984 created the modern telecommunications industry, subjecting phone
companies to free-market forces for the first time. The long-distance market became competitive
almost immediately, but the so-called Baby Bells fought a rear-guard action against letting companies
like AT&T (since acquired by SBC) or MCI (recently acquired by Verizon) enter the local phone
markets. Proponents say deregulation makes telecommunications services more competitive,
benefitting consumers. Critics say it gives few giant companies unchecked sway over our ability to
communicate with each other. Regardless, deregulation appears here to stay, with the industry swept up in
waves of consolidation that are likely to continue.
VOIP
VOIP, or voice over Internet Protocol, makes it possible to send phone calls as data packs across the
Internet and other IP networks (such as private Local Area Networks, or IM-based VoIP like Skype
and Yahoo IM), meaning phone calls no longer must travel through local phone company lines.
Quality, consistency, and reliability of VoIP doesn’t equal that of old-timey phone networks-but it’s
getting there. And the price sure is right: like e-mails, VoIP-to-VoIP phone calls are free-the only cost
is the cost of your broadband internet connection, which is typically relatively small, fixed, up-front
cost. There are currently some downsides to VoIP offerings (while the phone usually continues to work
even during power outages, if your power goes out and you don’t have a generator, most VoIP users
will be unable to make phone calls-and most VoIP don’t support encryption, so the security of VoIP
phone calls can be questionable, but use of VoIP is growing all time.
Prior to the telecommunications Act of 1996, a variety of regulations divided communications
artificially cable TV companies were prohibited from offering local telephone service, video
programming over lines was banned, and local and long-distance service providers were forbidden
from competing in each other’s markets. The Telecommunications Act lifted these competitive
restrictions. One remaining regulatory barrier prohibits service providers from manufacturing
telecommunications equipment’s. The cleanest way to break this industry down, then is, between those
who make the software and hardware and those who provide various services.
10
Service Provider
These companies provide local and long-distance wireline telephone service. Industry insiders call
these POTS, for plain old telephone service. Wireline providers include the large long-distance service
providers such as Verizon and Sprint and the RBOCs (the Baby Bells) like SBC Communications and
BellSouth. A new generation of companies is laying fibre-optic wire networks to handle the rapidly
increasing data traffic, including Qwest, Level 3, and Verizon.
Wireless Service Providers
Marked by carrier consolidation and collaborating to augment geographic reach and gain economies
of scale, wireless communication services have shaken up the telecom industry. They have also brought
telecommunications to the far corners of the earth, including parts of Africa and South America where
there's no existing wireline infrastructure, and have made local markets far more competitive in the
United States.
Satellite Telecommunication Services
Satellite telecom services break down into fixed satellite services such as Intelsat; low earth orbit
companies (LEOs), which include Global star and mega-LEO Teleferic (controlled by Craig McCaw);
direct broadcast satellite companies such as DirecTV; and the global positioning system (GPS).
Satellite services include everything from navigation systems (such as those being included in the dash
of some new model vehicles) to video broadcast and data transmission.
Internet Service Providers (ISPs)
These consist of those companies that make it possible for you to go online-Microsoft, AOL, Earthlink,
and the RBOCs. The Internet, which has become an integral part of the telecommunications industry,
is also the vehicle by which a huge dose of talent and energy has been added to telecom as voice and
data networks converge.
Service Provider
These companies provide local and long-distance wireline telephone service. Industry insiders call
these POTS, for plain old telephone service. Wireline providers include the large long-distance service
providers such as Verizon and Sprint and the RBOCs (the Baby Bells) like SBC Communications and
BellSouth. A new generation of companies is laying fibre-optic wire networks to handle the rapidly
increasing data traffic, including Qwest, Level 3, and Verizon.
Wireless Service Providers
Marked by carrier consolidation and collaborating to augment geographic reach and gain economies
of scale, wireless communication services have shaken up the telecom industry. They have also brought
telecommunications to the far corners of the earth, including parts of Africa and South America where
there's no existing wireline infrastructure, and have made local markets far more competitive in the
United States.
Satellite Telecommunication Services
Satellite telecom services break down into fixed satellite services such as Intelsat; low earth orbit
companies (LEOs), which include Global star and mega-LEO Teleferic (controlled by Craig McCaw);
direct broadcast satellite companies such as DirecTV; and the global positioning system (GPS).
Satellite services include everything from navigation systems (such as those being included in the dash
of some new model vehicles) to video broadcast and data transmission.
Internet Service Providers (ISPs)
These consist of those companies that make it possible for you to go online-Microsoft, AOL, Earthlink,
and the RBOCs. The Internet, which has become an integral part of the telecommunications industry,
is also the vehicle by which a huge dose of talent and energy has been added to telecom as voice and
data networks converge.
11
Customer Premise Equipment (CPE) Manufacturers
Telecommunication service providers are the biggest customers of telecommunications equipment
makers. When they sell a service to a company, for instance, they purchase the switch, which can serve
anywhere from 15 to 100,000 people, as well as other customer premise equipment (CPE)-everything
from telephones to voice-mail systems to private branch exchanges (PBXs). Local area networks
(LAN) require their own routers, switches, and hubs. The big players here include Lucent
Technologies, Nortel, Fujitsu, Siemens, and Alcatel.
Networking Equipment and Fibre Optics Manufacturers
Networking equipment includes the stuff that makes the local area network operative, including
routers, hubs, switches, and servers. Fibre optics consists of the optical fibre and fibre-optic cable,
transmitters, receivers, and connectors that carry data and voice messages. The biggest switch makers
are Nortel and Lucent. Cisco and 3Com are among the biggest makers of networking equipment.
Wireless and Satellite Communication Equipment Manufacturers
These are different categories that we've grouped together. The radio-based communications systems,
the switches, transmission, and subscriber equipment for this sector differ from those the wireline
service providers use. Large players in wireless equipment include Motorola, Qualcomm, Sony, and
NEC. Satellite communication equipment makers include Comcast and Intelsat, as well as many cable
companies, such as Cox Communications, DirecTV, and the DISH Network.
According to the U.S. Bureau of Labour Statistics, "Employment in the telecommunications industry
is expected to decline 7 percent over the 2004-14 period, compared with 14 percent growth for all
industries combined."
In this varied field, demand for workers, or lack of it, will be based mostly on technology. For example,
as new voice recognition technology improves productivity, jobs like telephone and directory
assistance operators will continue to decrease in number. But the need for engineers who develop that
technology will increase.
Customer Premise Equipment (CPE) Manufacturers
Telecommunication service providers are the biggest customers of telecommunications equipment
makers. When they sell a service to a company, for instance, they purchase the switch, which can serve
anywhere from 15 to 100,000 people, as well as other customer premise equipment (CPE)-everything
from telephones to voice-mail systems to private branch exchanges (PBXs). Local area networks
(LAN) require their own routers, switches, and hubs. The big players here include Lucent
Technologies, Nortel, Fujitsu, Siemens, and Alcatel.
Networking Equipment and Fibre Optics Manufacturers
Networking equipment includes the stuff that makes the local area network operative, including
routers, hubs, switches, and servers. Fibre optics consists of the optical fibre and fibre-optic cable,
transmitters, receivers, and connectors that carry data and voice messages. The biggest switch makers
are Nortel and Lucent. Cisco and 3Com are among the biggest makers of networking equipment.
Wireless and Satellite Communication Equipment Manufacturers
These are different categories that we've grouped together. The radio-based communications systems,
the switches, transmission, and subscriber equipment for this sector differ from those the wireline
service providers use. Large players in wireless equipment include Motorola, Qualcomm, Sony, and
NEC. Satellite communication equipment makers include Comcast and Intelsat, as well as many cable
companies, such as Cox Communications, DirecTV, and the DISH Network.
According to the U.S. Bureau of Labour Statistics, "Employment in the telecommunications industry
is expected to decline 7 percent over the 2004-14 period, compared with 14 percent growth for all
industries combined."
In this varied field, demand for workers, or lack of it, will be based mostly on technology. For example,
as new voice recognition technology improves productivity, jobs like telephone and directory
assistance operators will continue to decrease in number. But the need for engineers who develop that
technology will increase.
12
The outlook is good in telecom sectors that are bringing exciting new technologies to market. High-
speed data services, voice communications over the Internet, and wireless networking are some of the
sectors that will be hiring, and small companies are good places to find jobs. Electrical and electronics
engineers, computer software engineers, systems analysts, customer service professionals, and the likes
will find opportunities growing faster than overall for the industry as networks expand, providers invest
in R&D, and computer technology grows more sophisticated. Line installers and repairers should also
find work as businesses seek to increase connections to suppliers and customers and residential
customers add broadband service.
Reach Out and Touch Someone
In telecommunications, you're working with products that people know and use. Everybody knows
what voice mail, caller ID, and portable phones are. One insider says, "It's stuff I identify with and my
friends identify with." Therefore, your work more than reaches out and touches someone-it touches a
lot of people.
So Many Ways to Call
"The products are varied," says an insider. "It's changing incredibly fast. That's not unique to telecom,
but it's certainly true of telecom." Wireless, speech recognition, Internet telephony-the long list of new
products driving change in this industry will have a huge impact on our lives. If you can deal with the
ambiguity that comes with change and get a charge from the excitement that goes along with all the
new opportunities, then this is a great industry to work in.
New Directions
"Where does telecommunications end and the Internet start?" asks an industry insider. Because the
Internet has drawn a lot of talented, innovative employees and workers, it has injected new life and
energy into telecommunications as well. This makes both new products and the work environment
particularly exciting, while bringing a variety of industries together.
Old Bells
The monopolies that the Bells held for so long didn't exactly make telecom a stimulating industry. New
technology and deregulation have changed this, but there's still a lot of holdover. The four remaining
The outlook is good in telecom sectors that are bringing exciting new technologies to market. High-
speed data services, voice communications over the Internet, and wireless networking are some of the
sectors that will be hiring, and small companies are good places to find jobs. Electrical and electronics
engineers, computer software engineers, systems analysts, customer service professionals, and the likes
will find opportunities growing faster than overall for the industry as networks expand, providers invest
in R&D, and computer technology grows more sophisticated. Line installers and repairers should also
find work as businesses seek to increase connections to suppliers and customers and residential
customers add broadband service.
Reach Out and Touch Someone
In telecommunications, you're working with products that people know and use. Everybody knows
what voice mail, caller ID, and portable phones are. One insider says, "It's stuff I identify with and my
friends identify with." Therefore, your work more than reaches out and touches someone-it touches a
lot of people.
So Many Ways to Call
"The products are varied," says an insider. "It's changing incredibly fast. That's not unique to telecom,
but it's certainly true of telecom." Wireless, speech recognition, Internet telephony-the long list of new
products driving change in this industry will have a huge impact on our lives. If you can deal with the
ambiguity that comes with change and get a charge from the excitement that goes along with all the
new opportunities, then this is a great industry to work in.
New Directions
"Where does telecommunications end and the Internet start?" asks an industry insider. Because the
Internet has drawn a lot of talented, innovative employees and workers, it has injected new life and
energy into telecommunications as well. This makes both new products and the work environment
particularly exciting, while bringing a variety of industries together.
Old Bells
The monopolies that the Bells held for so long didn't exactly make telecom a stimulating industry. New
technology and deregulation have changed this, but there's still a lot of holdover. The four remaining
13
Baby Bells still dominate local phone service. "Telecom was so regulated for so long, you didn't have
to be good to go far," say an insider. "It was such an inbred industry." Join a newer company if you
want to avoid this aspect of the industry.
Red Tape
Historically, telecommunications have been one of the most regulated industries. "One thing that's kind
of a love-hate thing is the regulatory environment," says an insider. "It impacts just about every
company in the industry. Some days I think it's an added challenge to deal with the industry and with
this complexity. Some days I wish it weren't there."
The Hugeness
The biggest players in telecom are huge. "That's not for everybody," says an insider. The Bells and
major long-distance service providers are large, often bureaucratic organizations where you'll need lots
of people to sign off before you can get a project approved. In contrast, there are many smaller
companies, many of which have found niches or picked off share exactly because of their mobility.
Engineer
Engineers of various types are in great demand in this industry. Although the specifics of different
assignments will vary (for example, field engineers will install equipment at a customer site, and
network engineers will plan network needs), most positions will require a degree in computer science,
electrical engineering, or system engineering, as well as knowledge of Windows NT, C++, Unix, and
other programming languages. Salary range: $45,000 to $105,000.
Test Engineer
The test engineer makes sure the product works, especially the switches, which are critical. If email or
voicemail doesn't work, it is, after all, considered an urgent issue. The test cycle is often if the
development cycle. Salary range: $45,000 to $100,000.
Software or Applications Engineer
These engineers concentrate on writing code. Most companies require code to be written on Unix-
based machines. Salary range: $45,000 to $100,500.
Product Manager
Essentially, product managers make the product happen. Product managers determine what service or
product they'll sell to the end user, then help develop it, be it wireless service, DSL, caller ID, or
Baby Bells still dominate local phone service. "Telecom was so regulated for so long, you didn't have
to be good to go far," say an insider. "It was such an inbred industry." Join a newer company if you
want to avoid this aspect of the industry.
Red Tape
Historically, telecommunications have been one of the most regulated industries. "One thing that's kind
of a love-hate thing is the regulatory environment," says an insider. "It impacts just about every
company in the industry. Some days I think it's an added challenge to deal with the industry and with
this complexity. Some days I wish it weren't there."
The Hugeness
The biggest players in telecom are huge. "That's not for everybody," says an insider. The Bells and
major long-distance service providers are large, often bureaucratic organizations where you'll need lots
of people to sign off before you can get a project approved. In contrast, there are many smaller
companies, many of which have found niches or picked off share exactly because of their mobility.
Engineer
Engineers of various types are in great demand in this industry. Although the specifics of different
assignments will vary (for example, field engineers will install equipment at a customer site, and
network engineers will plan network needs), most positions will require a degree in computer science,
electrical engineering, or system engineering, as well as knowledge of Windows NT, C++, Unix, and
other programming languages. Salary range: $45,000 to $105,000.
Test Engineer
The test engineer makes sure the product works, especially the switches, which are critical. If email or
voicemail doesn't work, it is, after all, considered an urgent issue. The test cycle is often if the
development cycle. Salary range: $45,000 to $100,000.
Software or Applications Engineer
These engineers concentrate on writing code. Most companies require code to be written on Unix-
based machines. Salary range: $45,000 to $100,500.
Product Manager
Essentially, product managers make the product happen. Product managers determine what service or
product they'll sell to the end user, then help develop it, be it wireless service, DSL, caller ID, or
14
voicemail. On the manufacturing side, they need to understand the technology. This position generally
requires an MBA or similar experience with another company, preferably in networking or data
communications. Salary range: $60,000 to $125,000.
Sales
Salespeople sell the product to the customer. They usually have a smaller base salary and larger
commission than their counterpart, the technical sales rep or sales engineer, who often accompanies
the sales rep to answer the customer's technical questions. Salary range: $25,000 to $100,000 or more,
depending on commissions.
Customer Support Staff
Customer support answers customer phone calls or emails, helping to solve problems. This includes
everything from identifying problems to fixing bugs. This is often a good place to start a career in
telecom, particularly if you lack an engineering background. Customer service managers earn at the
high end of the scale. Salary range: $30,000 to $50,000.
voicemail. On the manufacturing side, they need to understand the technology. This position generally
requires an MBA or similar experience with another company, preferably in networking or data
communications. Salary range: $60,000 to $125,000.
Sales
Salespeople sell the product to the customer. They usually have a smaller base salary and larger
commission than their counterpart, the technical sales rep or sales engineer, who often accompanies
the sales rep to answer the customer's technical questions. Salary range: $25,000 to $100,000 or more,
depending on commissions.
Customer Support Staff
Customer support answers customer phone calls or emails, helping to solve problems. This includes
everything from identifying problems to fixing bugs. This is often a good place to start a career in
telecom, particularly if you lack an engineering background. Customer service managers earn at the
high end of the scale. Salary range: $30,000 to $50,000.
15
I. Reliance industry
India is one of the biggest mobile markets in the world. Indian mobile industry is one of the fastest
growing industries in the world. India is the second largest market for mobile service providers after
China. Reliance JIO started with broadband services. Their innovative plans made stiff competition in
the mobile market. It is India’s only network which is solely 4G and its USP is the free services that it
offers. In order together into the Indian telecom markets the company adopted a predatory pricing
strategy telecom market and offered free voice, data, and message services as their “Welcome Offer”
from September 5, 2016, to up to December 31, 2016. Later, the offer was extended up to March 31,
2017, as the Happy New Year Offer. Reliance’s move disrupted the competition in the Indian telecom
sector and major competitors like Airtel, Idea, and Vodafone were faced huge losses and framed
defence strategies to sustain their market share.
Reliance JIO promises to shape the future of India by providing end-to-end digital solutions for
business, institutions and households and seamlessly bridging the rural-urban divide 63% of its
population under the age 35 years.
Today’s world is the era of possessing a mobile phone which has become mandatory. Even the lowest
class of people owns a mobile phone. Many numbers of network services like Reliance, Airtel,
Vodafone, Idea, Aircel, BSNL, etc are available. The year 2016 witnessed a revolutionary change in
the entire telecom industry with the launch of JIO network. It posed a threat to the existing mobile
networks like Airtel, Vodafone, Idea, Aircel, etc. JIO launched a bundle of multimedia apps on Google
play as part of its upcoming 4G services. Even if the apps are universally available to download, but
still a user will require a JIO SIM card to use them. The apps are My JIO, JIO TV, JIO Chat Messenger,
JIO Music, JIO 4GVoice, JIO Xpress News, JIO Security, JIO Drive, and JIO Money Wallet. With the
enrichment of technology, the consumer preference shifted towards using JIO from their existing
network. JIO offered free sim in various retail outlets, the users of which will be entitled to using free
4g internet services, free voice calls and free SMS for a period of 1 year. With such rich offers a crazy
environment for acquiring a JIO sim could be witnessed in shops distributing free JIO sim. Even
though, Reliance JIO network offers cost free services, the 100% satisfaction of its customer cannot
be declared. Although the customers are availing JIO services, still other network services are still in
use as a second number by many of JIO users. If Reliance JIO fails to give the full satisfaction to its
I. Reliance industry
India is one of the biggest mobile markets in the world. Indian mobile industry is one of the fastest
growing industries in the world. India is the second largest market for mobile service providers after
China. Reliance JIO started with broadband services. Their innovative plans made stiff competition in
the mobile market. It is India’s only network which is solely 4G and its USP is the free services that it
offers. In order together into the Indian telecom markets the company adopted a predatory pricing
strategy telecom market and offered free voice, data, and message services as their “Welcome Offer”
from September 5, 2016, to up to December 31, 2016. Later, the offer was extended up to March 31,
2017, as the Happy New Year Offer. Reliance’s move disrupted the competition in the Indian telecom
sector and major competitors like Airtel, Idea, and Vodafone were faced huge losses and framed
defence strategies to sustain their market share.
Reliance JIO promises to shape the future of India by providing end-to-end digital solutions for
business, institutions and households and seamlessly bridging the rural-urban divide 63% of its
population under the age 35 years.
Today’s world is the era of possessing a mobile phone which has become mandatory. Even the lowest
class of people owns a mobile phone. Many numbers of network services like Reliance, Airtel,
Vodafone, Idea, Aircel, BSNL, etc are available. The year 2016 witnessed a revolutionary change in
the entire telecom industry with the launch of JIO network. It posed a threat to the existing mobile
networks like Airtel, Vodafone, Idea, Aircel, etc. JIO launched a bundle of multimedia apps on Google
play as part of its upcoming 4G services. Even if the apps are universally available to download, but
still a user will require a JIO SIM card to use them. The apps are My JIO, JIO TV, JIO Chat Messenger,
JIO Music, JIO 4GVoice, JIO Xpress News, JIO Security, JIO Drive, and JIO Money Wallet. With the
enrichment of technology, the consumer preference shifted towards using JIO from their existing
network. JIO offered free sim in various retail outlets, the users of which will be entitled to using free
4g internet services, free voice calls and free SMS for a period of 1 year. With such rich offers a crazy
environment for acquiring a JIO sim could be witnessed in shops distributing free JIO sim. Even
though, Reliance JIO network offers cost free services, the 100% satisfaction of its customer cannot
be declared. Although the customers are availing JIO services, still other network services are still in
use as a second number by many of JIO users. If Reliance JIO fails to give the full satisfaction to its
16
customer, it is difficult to sustain its image in the long run. Hence the study is undertaken for the
purpose of analysing the satisfaction level of the customer of JIO network in Sagar area.
Reliance Industries Limited is an Indian multinational conglomerate company, headquartered
in Mumbai. It has diverse businesses including energy, petrochemicals, natural
gas, retail, telecommunications, mass media, and textiles. Reliance is one of the most profitable
companies in India, the largest publicly traded company in India by market capitalisation, and the
largest company in India as measured by revenue. It is also the tenth largest employer in India with
over 236,000 employees. RIL has a market capitalisation of US$243 billion as of March 31, 2022.
The company is ranked 155th on the Fortune Global 500 list of the world's biggest corporations as of
2021. Reliance continues to be India's largest exporter, accounting for 8% of India's total merchandise
exports and access to markets in over 100 countries. Reliance is responsible for almost 5% of the
government of India's total revenues from customs and excise duty. It is also the highest income tax
payer in the private sector in India. The company has negative free cash flows.
II. Reliance Industries Limited - Subsidiaries & Major Associate
Name of the Subsidiary
1 Affinity Names, Inc
2 Aurora Algae Inc
3 Aurora Algae Pty Ltd
4 Aurora Algae RGV LLC
5 Central Park Enterprises DMCC
6 Delta Corp East Africa Limited
7 Ethane Crystal LLC
8 Ethane Emerald LLC
9 Ethane Opal LLC
10 Ethane Pearl LLC,
11 Ethane Sapphire LLC
12 Ethane Topaz LLC
13 GAPCO Kenya Ltd
14 GAPCO Tanzania Limited
customer, it is difficult to sustain its image in the long run. Hence the study is undertaken for the
purpose of analysing the satisfaction level of the customer of JIO network in Sagar area.
Reliance Industries Limited is an Indian multinational conglomerate company, headquartered
in Mumbai. It has diverse businesses including energy, petrochemicals, natural
gas, retail, telecommunications, mass media, and textiles. Reliance is one of the most profitable
companies in India, the largest publicly traded company in India by market capitalisation, and the
largest company in India as measured by revenue. It is also the tenth largest employer in India with
over 236,000 employees. RIL has a market capitalisation of US$243 billion as of March 31, 2022.
The company is ranked 155th on the Fortune Global 500 list of the world's biggest corporations as of
2021. Reliance continues to be India's largest exporter, accounting for 8% of India's total merchandise
exports and access to markets in over 100 countries. Reliance is responsible for almost 5% of the
government of India's total revenues from customs and excise duty. It is also the highest income tax
payer in the private sector in India. The company has negative free cash flows.
II. Reliance Industries Limited - Subsidiaries & Major Associate
Name of the Subsidiary
1 Affinity Names, Inc
2 Aurora Algae Inc
3 Aurora Algae Pty Ltd
4 Aurora Algae RGV LLC
5 Central Park Enterprises DMCC
6 Delta Corp East Africa Limited
7 Ethane Crystal LLC
8 Ethane Emerald LLC
9 Ethane Opal LLC
10 Ethane Pearl LLC,
11 Ethane Sapphire LLC
12 Ethane Topaz LLC
13 GAPCO Kenya Ltd
14 GAPCO Tanzania Limited
17
15 GAPCO Uganda Ltd
16 GAPOIL (Zanzibar) Ltd
17 Gulf Africa Petroleum Corporation
18 Indiawin Sports Private Limited
19 Kanhatech Solutions Limited
20 Resolute Land Consortium Projects Limited)
21 Recron (Malaysia) Sdn Bhd 2
22 Reliance Aerospace Technologies Limited
23 Reliance Ambit Trade Private Limited
24 Reliance Aromatics and Petrochemicals Limited
25 Reliance Brands Limited
26 Reliance Chemicals Limited
27 Reliance Clothing India Private Limited
28 Reliance Commercial Land & Infrastructure Limited
29 Reliance Comtrade Private Limited
30 Reliance Corporate IT Park Limited
31 Reliance do Brasil Industria e Comercio de Produtos Texteis, Qumicios, Petroqumicios e Derivados
Ltda.
32 Reliance Eagleford Midstream LLC
33 Reliance Eagleford Upstream GP LLC
34 Reliance Eagleford Upstream Holding LP
35 Reliance Eagleford Upstream LLC
36 Reliance Eminent Trading & Commercial Private Limited
37 Reliance Energy and Project Development Limited
38 Reliance Energy Generation and Distribution Limited
39 Reliance Ethane Holding Pte Ltd.
15 GAPCO Uganda Ltd
16 GAPOIL (Zanzibar) Ltd
17 Gulf Africa Petroleum Corporation
18 Indiawin Sports Private Limited
19 Kanhatech Solutions Limited
20 Resolute Land Consortium Projects Limited)
21 Recron (Malaysia) Sdn Bhd 2
22 Reliance Aerospace Technologies Limited
23 Reliance Ambit Trade Private Limited
24 Reliance Aromatics and Petrochemicals Limited
25 Reliance Brands Limited
26 Reliance Chemicals Limited
27 Reliance Clothing India Private Limited
28 Reliance Commercial Land & Infrastructure Limited
29 Reliance Comtrade Private Limited
30 Reliance Corporate IT Park Limited
31 Reliance do Brasil Industria e Comercio de Produtos Texteis, Qumicios, Petroqumicios e Derivados
Ltda.
32 Reliance Eagleford Midstream LLC
33 Reliance Eagleford Upstream GP LLC
34 Reliance Eagleford Upstream Holding LP
35 Reliance Eagleford Upstream LLC
36 Reliance Eminent Trading & Commercial Private Limited
37 Reliance Energy and Project Development Limited
38 Reliance Energy Generation and Distribution Limited
39 Reliance Ethane Holding Pte Ltd.
18
ABOUT RELIANCE JIO NETWORK :- JIO network is a LTE mobile network operator in India.
It is a wholly owned subsidiary of Reliance Industries headquartered in Mumbai which provides
wireless 4G LTE service network (without 2G/3G based services) and is the only 100% VOLTE
(Voice Over LTE) operator in the country. It covers all 22 telecom circles in India. Reliance JIO has
appointed Shahrukh Khan as their brand Ambassador. The company commercially launched its
services on 5 September 2016. Within the first month of commercial operations, JIO announced that
it had acquired 16 million subscribers. This is the fastest ramp-up by any mobile network operator
anywhere in the world. JIO crossed 50 million subscriber marks in 83 days since its launch,
subsequently crossing 100 million subscribers on 22 February 2017. By October 2017 it had about 130
million subscribers. Reliance JIO is in process to set-up the 4G LTE infrastructure. RJIL is setting up
reliance (4th generation) high speed internet connectivity, rich communication services and various
digital services on pan India basis in key domains such as education, healthcare, security, financial
services, government citizen interfaces and entertainment.
Customers have been found more satisfied in Sagar district with the brand of Reliance JIO products but the
satisfaction level of there is not unnecessary as they found quality product and services from the concerned
company. However, strong competition existed in the industry as many indigenous and foreign players are
competing efficiently and effectively. Customer satisfaction played an important role to grow and remain in the
competition in the industry and have become a significance tool in brand extension. A satisfied customer is a good
advertiser of any product or services and a major influencer among the customers of same segment.
The project is all about measuring the customer satisfaction in Reliance JIO Products. For the past few years
every company is trying to satisfy its customers. The emphasis is on ways of retaining customers, then on attracting
new customers. It is easy to attract new customers then to retain old customers. So, companies are trying to focus
on this aspect of customer's satisfaction.
ABOUT RELIANCE JIO NETWORK :- JIO network is a LTE mobile network operator in India.
It is a wholly owned subsidiary of Reliance Industries headquartered in Mumbai which provides
wireless 4G LTE service network (without 2G/3G based services) and is the only 100% VOLTE
(Voice Over LTE) operator in the country. It covers all 22 telecom circles in India. Reliance JIO has
appointed Shahrukh Khan as their brand Ambassador. The company commercially launched its
services on 5 September 2016. Within the first month of commercial operations, JIO announced that
it had acquired 16 million subscribers. This is the fastest ramp-up by any mobile network operator
anywhere in the world. JIO crossed 50 million subscriber marks in 83 days since its launch,
subsequently crossing 100 million subscribers on 22 February 2017. By October 2017 it had about 130
million subscribers. Reliance JIO is in process to set-up the 4G LTE infrastructure. RJIL is setting up
reliance (4th generation) high speed internet connectivity, rich communication services and various
digital services on pan India basis in key domains such as education, healthcare, security, financial
services, government citizen interfaces and entertainment.
Customers have been found more satisfied in Sagar district with the brand of Reliance JIO products but the
satisfaction level of there is not unnecessary as they found quality product and services from the concerned
company. However, strong competition existed in the industry as many indigenous and foreign players are
competing efficiently and effectively. Customer satisfaction played an important role to grow and remain in the
competition in the industry and have become a significance tool in brand extension. A satisfied customer is a good
advertiser of any product or services and a major influencer among the customers of same segment.
The project is all about measuring the customer satisfaction in Reliance JIO Products. For the past few years
every company is trying to satisfy its customers. The emphasis is on ways of retaining customers, then on attracting
new customers. It is easy to attract new customers then to retain old customers. So, companies are trying to focus
on this aspect of customer's satisfaction.
19
The sale of a product does not end with the sale transaction but it is the point at which the original marketing
concept starts. The marketer has to see that whether the customer satisfied with that particular product/service or
not. The post purchase behaviour is important for a marketer. If there is any cognitive dissonance in the minds of
the customers then that is enough to lose a customer. Keeping this in mind the companies are giving more
importance to customer satisfaction.
NON-MARKETING:-
ABOUT RELIANCE JIO NETWORK JIO network is an LTE mobile network operator in India. It is
a wholly owned subsidiary of Reliance Industries headquartered in Mumbai which provides wireless
4G LTE service network (without 2G/3G based services) and is the only 100% VOLTE (Voice Over
LTE) operator in the country. It covers all 22 telecom circles in India. Reliance JIO has appointed
Shahrukh Khan as their brand Ambassador. The company commercially launched its services on 5
September 2016. Within the first month of commercial operations, JIO announced that it had acquired
16 million subscribers. This is the fastest ramp-up by any mobile network operator anywhere in the
world. JIO crossed 50 million subscriber marks in 83 days since its launch, subsequently crossing 100
million subscribers on 22 February 2017. By October 2017 it had about 130 million subscribers.
Reliance JIO is in process to set-up the 4G LTE infrastructure. RJIL is setting up reliance (4th
generation) high speed internet connectivity, rich communication services and various digital services
on pan India basis in key domains such as education, healthcare, security, financial services,
government citizen interfaces and entertainment.
After the globalization of the Indian economy in 1991 the telecommunication sector remained one of
the most happening sectors in India. The recent years witnessed rapid and dramatic changes in the field
of telecommunications. In the last few years more companies both foreign and domestic, come into
cellular service, service market offers large number of services to people. A consumer may be referred
to anyone engaged in evaluating, acquiring, using, or disposing of services which he expects will
satisfy his wants. If any producer makes out the marketing programmer ignoring the consumer
preferences, he cannot possibly achieve his ultimate objectives. A manufacturer must plan his
production and distribution to suit the customers‟ convenience rather than his own. Therefore, a
marketer must know more about the consumers, so that the products can be produced in such a fashion
The sale of a product does not end with the sale transaction but it is the point at which the original marketing
concept starts. The marketer has to see that whether the customer satisfied with that particular product/service or
not. The post purchase behaviour is important for a marketer. If there is any cognitive dissonance in the minds of
the customers then that is enough to lose a customer. Keeping this in mind the companies are giving more
importance to customer satisfaction.
NON-MARKETING:-
ABOUT RELIANCE JIO NETWORK JIO network is an LTE mobile network operator in India. It is
a wholly owned subsidiary of Reliance Industries headquartered in Mumbai which provides wireless
4G LTE service network (without 2G/3G based services) and is the only 100% VOLTE (Voice Over
LTE) operator in the country. It covers all 22 telecom circles in India. Reliance JIO has appointed
Shahrukh Khan as their brand Ambassador. The company commercially launched its services on 5
September 2016. Within the first month of commercial operations, JIO announced that it had acquired
16 million subscribers. This is the fastest ramp-up by any mobile network operator anywhere in the
world. JIO crossed 50 million subscriber marks in 83 days since its launch, subsequently crossing 100
million subscribers on 22 February 2017. By October 2017 it had about 130 million subscribers.
Reliance JIO is in process to set-up the 4G LTE infrastructure. RJIL is setting up reliance (4th
generation) high speed internet connectivity, rich communication services and various digital services
on pan India basis in key domains such as education, healthcare, security, financial services,
government citizen interfaces and entertainment.
After the globalization of the Indian economy in 1991 the telecommunication sector remained one of
the most happening sectors in India. The recent years witnessed rapid and dramatic changes in the field
of telecommunications. In the last few years more companies both foreign and domestic, come into
cellular service, service market offers large number of services to people. A consumer may be referred
to anyone engaged in evaluating, acquiring, using, or disposing of services which he expects will
satisfy his wants. If any producer makes out the marketing programmer ignoring the consumer
preferences, he cannot possibly achieve his ultimate objectives. A manufacturer must plan his
production and distribution to suit the customers‟ convenience rather than his own. Therefore, a
marketer must know more about the consumers, so that the products can be produced in such a fashion
20
to give satisfaction to the consumers. In the year of 1989, the number of cell phone users in India was
zero. In the year of 1999 the number of cell phone users went up to 13 lacs. In the year of 2000 the
number of cell phone users raised to a million. Indian telecom sector added staggering 227.27 million
wireless mobile users in the 12 months between March 2010 and March 2011, while the overall tele
density has increased to 81.82% as of 30 November 2015, and the total number of telephone users
(mobile and landline) has reached 1009.46 million as of May 2015. Now currently telephone
subscriber (mobile and landline) is 1058.01bmillion (May 2016). The company is reconfiguring to
meet the growing demand for mobile services. It will differentiate our mobile services from our
competitors through ongoing investment in technology, distribution, and customer services, providing
both a great customer experience and competitive value.
The company is updating our retail footprint to a new Reliance JIO concept delivering a differentiated
customer experience. A core part of our promise to customers is to ensure that their technical experts
in store transfer all their personal data to their new LYF phone allowing them to walk out of the store
with their phone fully functional. Extensive trials of our new concept store across all markets have
shown significant increase in both sales and customer satisfaction. The new concept will be rolled out
globally in the next coming years. JIO is also known as RELIANCE JIO and officially as Reliance
JIOInfocomm Limited (RJIL), is an upcoming provider of mobile telephony, broadband services, and
digital services in India. RJIL, a subsidiary of Reliance Industries Limited (RIL), India’s largest private
sector company, is the first telecom operator to hold pan India Unified License, formerly known as
Infotel Broadband Services Limited (BSL), JIO will provide 4G services on pan India level using LTE
technology. The telecom leg of RIL was incorporated in 2007 and is based in Mumbai and
headquartered in Navi Mumbai. RJIL‟s subsidiary has been awarded with a Facility Based Operator
License (“FBO” LICENSE) in Singapore which will allow it to buy, undersea and/or terrestrial fibre
connectivity, setup its internet point of presence, offer internet transit and peering service as well as
data as wire roaming service in Singapore. R-JIO is also in the process of installing hundreds of
monopoles, unlike the regular roof top mounted telecom towers typically used by telos, said company
executive quoted above. Monopoles or ground-based masts (GBMs), are expected to double up as
street lights and surveillance systems, and provide real-time monitoring of traffic and advertising
opportunities. The company, which plans to be rolled out commercial telecom service operations from
January, is currently in the testing phase for most of its offerings including 4G services, a host of
mobile phone applications and delivery of television content over its fibre optic network.
to give satisfaction to the consumers. In the year of 1989, the number of cell phone users in India was
zero. In the year of 1999 the number of cell phone users went up to 13 lacs. In the year of 2000 the
number of cell phone users raised to a million. Indian telecom sector added staggering 227.27 million
wireless mobile users in the 12 months between March 2010 and March 2011, while the overall tele
density has increased to 81.82% as of 30 November 2015, and the total number of telephone users
(mobile and landline) has reached 1009.46 million as of May 2015. Now currently telephone
subscriber (mobile and landline) is 1058.01bmillion (May 2016). The company is reconfiguring to
meet the growing demand for mobile services. It will differentiate our mobile services from our
competitors through ongoing investment in technology, distribution, and customer services, providing
both a great customer experience and competitive value.
The company is updating our retail footprint to a new Reliance JIO concept delivering a differentiated
customer experience. A core part of our promise to customers is to ensure that their technical experts
in store transfer all their personal data to their new LYF phone allowing them to walk out of the store
with their phone fully functional. Extensive trials of our new concept store across all markets have
shown significant increase in both sales and customer satisfaction. The new concept will be rolled out
globally in the next coming years. JIO is also known as RELIANCE JIO and officially as Reliance
JIOInfocomm Limited (RJIL), is an upcoming provider of mobile telephony, broadband services, and
digital services in India. RJIL, a subsidiary of Reliance Industries Limited (RIL), India’s largest private
sector company, is the first telecom operator to hold pan India Unified License, formerly known as
Infotel Broadband Services Limited (BSL), JIO will provide 4G services on pan India level using LTE
technology. The telecom leg of RIL was incorporated in 2007 and is based in Mumbai and
headquartered in Navi Mumbai. RJIL‟s subsidiary has been awarded with a Facility Based Operator
License (“FBO” LICENSE) in Singapore which will allow it to buy, undersea and/or terrestrial fibre
connectivity, setup its internet point of presence, offer internet transit and peering service as well as
data as wire roaming service in Singapore. R-JIO is also in the process of installing hundreds of
monopoles, unlike the regular roof top mounted telecom towers typically used by telos, said company
executive quoted above. Monopoles or ground-based masts (GBMs), are expected to double up as
street lights and surveillance systems, and provide real-time monitoring of traffic and advertising
opportunities. The company, which plans to be rolled out commercial telecom service operations from
January, is currently in the testing phase for most of its offerings including 4G services, a host of
mobile phone applications and delivery of television content over its fibre optic network.
21
R-JIO, meanwhile faces its share of challenges in terms of return on investment and capturing market
share. The company, according industry analysis, is expected to spend $8-9 billion for the 4G roll-out.
The company will battle for subscribers with leading tele companies such as BhartiAirtel Ltd.,
Vodafone India Pvt Ltd., and Idea Cellular Ltd. The dominant players in the tele communication
market are Bharti Airtel with 23% market share, Vodafone India with 18% market share, Idea Cellular
with 15% market share, Reliance Communications with 12% market share, BSNL with 10% market
share, Aircel with 8% market share, TATA Infocomm with 7% market share and others with 7%
market share. The services of R-JIO were beta launched to JIO‟s partners and employees on 27
December 2015 one the eve of 83rd birth anniversary of late DhirubhaiAmbani, founder of Reliance
Industries. Mr. Akash Ambani is being launched in business as a chief of strategy in Reliance JIO,
involved in branding and marketing. And the key people are Sanjay Mashruwalla (Managing Director),
Jyotindra Tacker (Head of IT)
1.2 History of reliance JIO
The company was co-founded by Dhirubhai Ambani and Champaklal Damani in 1960's as Reliance
Commercial Corporation. In 1965, the partnership ended and Dhirubhai continued
the polyester business of the firm. In 1966, Reliance Textiles Engineers Pvt. Ltd. was incorporated
in Maharashtra. It established a synthetic fabrics mill in the same year at Naroda in Gujarat. On 8 May
1973, it became Reliance Industries Limited. In 1975, the company expanded its business into textiles,
with "Vimal" becoming its major brand in later years. The company held its Initial public
offering (IPO) in 1977. The issue was over-subscribed by seven times. In 1979, a textiles company
Sidhpur Mills was amalgamated with the company. In 1980, the company expanded its polyester yarn
business by setting up a Polyester Filament Yarn Plant in Patalganga, Raigad, Maharashtra with
financial and technical collaboration with E. I. du Pont de Nemours & Co., U.S.
1981–2000
In 1985, the name of the company was changed from Reliance Textiles Industries Ltd. to Reliance
Industries Ltd. During the years 1985 to 1992, the company expanded its installed capacity for
producing polyester yaesrn by over 1,45,000 tonnes per annum
R-JIO, meanwhile faces its share of challenges in terms of return on investment and capturing market
share. The company, according industry analysis, is expected to spend $8-9 billion for the 4G roll-out.
The company will battle for subscribers with leading tele companies such as BhartiAirtel Ltd.,
Vodafone India Pvt Ltd., and Idea Cellular Ltd. The dominant players in the tele communication
market are Bharti Airtel with 23% market share, Vodafone India with 18% market share, Idea Cellular
with 15% market share, Reliance Communications with 12% market share, BSNL with 10% market
share, Aircel with 8% market share, TATA Infocomm with 7% market share and others with 7%
market share. The services of R-JIO were beta launched to JIO‟s partners and employees on 27
December 2015 one the eve of 83rd birth anniversary of late DhirubhaiAmbani, founder of Reliance
Industries. Mr. Akash Ambani is being launched in business as a chief of strategy in Reliance JIO,
involved in branding and marketing. And the key people are Sanjay Mashruwalla (Managing Director),
Jyotindra Tacker (Head of IT)
1.2 History of reliance JIO
The company was co-founded by Dhirubhai Ambani and Champaklal Damani in 1960's as Reliance
Commercial Corporation. In 1965, the partnership ended and Dhirubhai continued
the polyester business of the firm. In 1966, Reliance Textiles Engineers Pvt. Ltd. was incorporated
in Maharashtra. It established a synthetic fabrics mill in the same year at Naroda in Gujarat. On 8 May
1973, it became Reliance Industries Limited. In 1975, the company expanded its business into textiles,
with "Vimal" becoming its major brand in later years. The company held its Initial public
offering (IPO) in 1977. The issue was over-subscribed by seven times. In 1979, a textiles company
Sidhpur Mills was amalgamated with the company. In 1980, the company expanded its polyester yarn
business by setting up a Polyester Filament Yarn Plant in Patalganga, Raigad, Maharashtra with
financial and technical collaboration with E. I. du Pont de Nemours & Co., U.S.
1981–2000
In 1985, the name of the company was changed from Reliance Textiles Industries Ltd. to Reliance
Industries Ltd. During the years 1985 to 1992, the company expanded its installed capacity for
producing polyester yaesrn by over 1,45,000 tonnes per annum
22
The Hazira petrochemical plant was commissioned in 1991–92.
In 1993, Reliance turned to the overseas capital markets for funds through a global depository issue of
Reliance Petroleum. In 1996, it became the first private sector company in India to be rated by
international credit rating agencies. S&P rated Reliance "BB+, stable outlook, constrained by the
sovereign ceiling". Moody's rated "Baa3, Investment grade, constrained by the sovereign ceiling".
In 1995/96, the company entered the telecom industry through a joint venture with NYNEX, USA and
promoted Reliance Telecom Private Limited in India.
In 1998/99, RIL introduced packaged LPG in 15 kg cylinders under the brand name Reliance Gas.
The years 1998–2000 saw the construction of the integrated petrochemical complex at
Jamnagar in Gujarat, the largest refinery in the world.
2001 onwards
In 2001, Reliance Industries Ltd. and Reliance Petroleum Ltd. became India's two largest companies
in terms of all major financial parameters. In 2001–02, Reliance Petroleum was merged with Reliance
Industries.
In 2002, Reliance announced India's biggest gas discovery (at the Krishna Godavari basin) in nearly
three decades and one of the largest gas discoveries in the world during 2002. The in-place volume of
natural gas was in excess of 7 trillion cubic feet, equivalent to about 120 crore (1.2 billion) barrels of
crude oil. This was the first ever discovery by an Indian private sector company.
In 2002–03, RIL purchased a majority stake in Indian Petrochemicals Corporation Ltd. (IPCL), India's
second largest petrochemicals company, from the government of India,
[21]
RIL took over IPCL's
Vadodara Plants and renamed it as Vadodara Manufacturing Division (VMD). IPCL's Nagothane
and Dahej manufacturing complexes came under RIL when IPCL was merged with RIL in 2008.
In 2005 and 2006, the company reorganised its business by demerging its investments in power
generation and distribution, financial services and telecommunication services into four separate
entities
In 2006, Reliance entered the organised retail market in India
.
with the launch of its retail store format
under the brand name of 'Reliance Fresh'. By the end of 2008, Reliance retail had close to 600 stores
across 57 cities in India.
In November 2009, Reliance Industries issued 1:1 bonus shares to its shareholders.
The Hazira petrochemical plant was commissioned in 1991–92.
In 1993, Reliance turned to the overseas capital markets for funds through a global depository issue of
Reliance Petroleum. In 1996, it became the first private sector company in India to be rated by
international credit rating agencies. S&P rated Reliance "BB+, stable outlook, constrained by the
sovereign ceiling". Moody's rated "Baa3, Investment grade, constrained by the sovereign ceiling".
In 1995/96, the company entered the telecom industry through a joint venture with NYNEX, USA and
promoted Reliance Telecom Private Limited in India.
In 1998/99, RIL introduced packaged LPG in 15 kg cylinders under the brand name Reliance Gas.
The years 1998–2000 saw the construction of the integrated petrochemical complex at
Jamnagar in Gujarat, the largest refinery in the world.
2001 onwards
In 2001, Reliance Industries Ltd. and Reliance Petroleum Ltd. became India's two largest companies
in terms of all major financial parameters. In 2001–02, Reliance Petroleum was merged with Reliance
Industries.
In 2002, Reliance announced India's biggest gas discovery (at the Krishna Godavari basin) in nearly
three decades and one of the largest gas discoveries in the world during 2002. The in-place volume of
natural gas was in excess of 7 trillion cubic feet, equivalent to about 120 crore (1.2 billion) barrels of
crude oil. This was the first ever discovery by an Indian private sector company.
In 2002–03, RIL purchased a majority stake in Indian Petrochemicals Corporation Ltd. (IPCL), India's
second largest petrochemicals company, from the government of India,
[21]
RIL took over IPCL's
Vadodara Plants and renamed it as Vadodara Manufacturing Division (VMD). IPCL's Nagothane
and Dahej manufacturing complexes came under RIL when IPCL was merged with RIL in 2008.
In 2005 and 2006, the company reorganised its business by demerging its investments in power
generation and distribution, financial services and telecommunication services into four separate
entities
In 2006, Reliance entered the organised retail market in India
.
with the launch of its retail store format
under the brand name of 'Reliance Fresh'. By the end of 2008, Reliance retail had close to 600 stores
across 57 cities in India.
In November 2009, Reliance Industries issued 1:1 bonus shares to its shareholders.
23
In 2010, Reliance entered the broadband services market with acquisition of Infotel Broadband
Services Limited, which was the only successful bidder for pan-India fourth-generation (4G) spectrum
auction held by the government of India.
In the same year, Reliance and BP announced a partnership in the oil and gas business. BP took a 30
per cent stake in 23 oil and gas production sharing contracts that Reliance operates in India, including
the KG-D6 block for $7.2 billion.Reliance also formed a 50:50 joint venture with BP for sourcing and
marketing of gas in India.
In 2017, RIL set up a joint venture with Russian Company Sibur for setting up a Butyl rubber plant
in Jamnagar, Gujarat, to be operational by 2018.
In August 2019, Reliance added Fynd primarily for its consumer businesses and mobile phone services
in the e-commerce space.
On the 18th August 2021, Reliance Industries Limited (RIL) stated that it had shut down its
manufacturing units at Nagothane town in Maharashtra.
1.3 Establishment of reliance JIO
JIO was established on 15
th
February, 2007. After, Reliance became popular and launched JIO as the
fastest network service provider. JIO reached in every corner of India. The company motive is to
provide digital platform to the world. JIO launched many services include entertainment services,
social benefits, internet services, broadband, etc. in 2016, the company launched JIO apps, like JIO
browser, JIO meet, JIO tv, JIO security, JIO Saavan, JIO cinema, JIO cloud, JIO news, JIO health, etc.
JIO has signed on more than 340 million customers by offering free domestic calls and data service.
1.4 Reliance Industries Ltd. Company Management Team :-
Board Of Directors :-
Name Designation
Mr.Mukesh D Ambani Chairman & Managing Director
In 2010, Reliance entered the broadband services market with acquisition of Infotel Broadband
Services Limited, which was the only successful bidder for pan-India fourth-generation (4G) spectrum
auction held by the government of India.
In the same year, Reliance and BP announced a partnership in the oil and gas business. BP took a 30
per cent stake in 23 oil and gas production sharing contracts that Reliance operates in India, including
the KG-D6 block for $7.2 billion.Reliance also formed a 50:50 joint venture with BP for sourcing and
marketing of gas in India.
In 2017, RIL set up a joint venture with Russian Company Sibur for setting up a Butyl rubber plant
in Jamnagar, Gujarat, to be operational by 2018.
In August 2019, Reliance added Fynd primarily for its consumer businesses and mobile phone services
in the e-commerce space.
On the 18th August 2021, Reliance Industries Limited (RIL) stated that it had shut down its
manufacturing units at Nagothane town in Maharashtra.
1.3 Establishment of reliance JIO
JIO was established on 15
th
February, 2007. After, Reliance became popular and launched JIO as the
fastest network service provider. JIO reached in every corner of India. The company motive is to
provide digital platform to the world. JIO launched many services include entertainment services,
social benefits, internet services, broadband, etc. in 2016, the company launched JIO apps, like JIO
browser, JIO meet, JIO tv, JIO security, JIO Saavan, JIO cinema, JIO cloud, JIO news, JIO health, etc.
JIO has signed on more than 340 million customers by offering free domestic calls and data service.
1.4 Reliance Industries Ltd. Company Management Team :-
Board Of Directors :-
Name Designation
Mr.Mukesh D Ambani Chairman & Managing Director
24
Mr.Nikhil R Meswani Executive Director
Mr.Hital R Meswani Executive Director
Mr.P M S Prasad Executive Director
Mr.Pawan Kumar Kapil Executive Director
Dr.Shumeet Banerji Non-Executive Director
Mr.Yogendra P Trivedi Non-Executive Director
Mr.K V Chowdary Non-Executive Director
Mrs.Nita M Ambani Non-Executive Director
Mr.Adil Zainulbhai Non-Executive Director
Dr.Raghunath A Mashelkar Non-Executive Director
Mr.Raminder Singh Gujral Non-Executive Director
Prof.Dipak C Jain Non-Executive Director
Mrs.Arundhati Bhattacharya Non-Executive Director
Key Executives
Name Designation
Mr.Alok Agarwal Chief Financial Officer
Mr.K Sethuraman Group Co. Secretary & Chief Compliance Officer
Mr.Srikanth Venkatachari Jt. Chief Financial Officer
Ms.Savithri
Mr.Nikhil R Meswani Executive Director
Mr.Hital R Meswani Executive Director
Mr.P M S Prasad Executive Director
Mr.Pawan Kumar Kapil Executive Director
Dr.Shumeet Banerji Non-Executive Director
Mr.Yogendra P Trivedi Non-Executive Director
Mr.K V Chowdary Non-Executive Director
Mrs.Nita M Ambani Non-Executive Director
Mr.Adil Zainulbhai Non-Executive Director
Dr.Raghunath A Mashelkar Non-Executive Director
Mr.Raminder Singh Gujral Non-Executive Director
Prof.Dipak C Jain Non-Executive Director
Mrs.Arundhati Bhattacharya Non-Executive Director
Key Executives
Name Designation
Mr.Alok Agarwal Chief Financial Officer
Mr.K Sethuraman Group Co. Secretary & Chief Compliance Officer
Mr.Srikanth Venkatachari Jt. Chief Financial Officer
Ms.Savithri
25
1.5 Reliance JIO Products and Services include :-
RELIANCE JIO 4G BROADBAND: -The company has launched its 4g broadband services
throughout the India in first quarter of 2016 financial year. It was stated 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, has 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 digital payment platform. The
company has a network of 250,000 km of fiber optic cables in the country, over which it will be
collaborating with local cable operators to get broader connectivity for its broadband services. With
its multi-service operator (MSO) license, JIO will serve as a TV channel distributor and will offer
television-on-demand on its network. PAN-INDIA SPECTRUM: -JIO owns spectrum in 800 MHz
band in 10 and circles of the total 22 circles in the country, and owns Pan-India licensed 2,300 MHz
spectrum. The spectrum is valid till 2035. Ahead of its digital services launch, MukeshAmbani-led
Reliance JIO entered a spectrum sharing deal with younger brother Anil Ambani-backed RELIANCE
COMMUNICATION. The sharing is for 800 MHz band across seven circles other than the 10 circles
for which JIO already owns. 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, Bhubaneshwar 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 services at IP sigra mall in Varanasi among others. In March
2016, JIO started providing free Wi-Fi internet to spectators at six cricket stadiums hosting the 2016
ICC WORLD CUP TWENTY20 matches. JIOnet was made available in Wankhede Stadium
(Mumbai), Punjab Cricket Associations IS Bandra stadium (Mohali), Himachal Pradesh Cricket
Association Stadium (Dharamshala), Chinnaswamy Stadium (Bengaluru), Feroz Shah Kotla (Delhi)
and Eden Garden (Kolkata) in India.
JIO Apps In May 2016,JIO launched a bundle of multimedia apps on Google Play, as a part of its
upcoming 4G services. While the apps are available to download for everyone, a user will require a
JIOsim card to use them. Additionally, most the apps are in beta phase. Following is the list of the
1.5 Reliance JIO Products and Services include :-
RELIANCE JIO 4G BROADBAND: -The company has launched its 4g broadband services
throughout the India in first quarter of 2016 financial year. It was stated 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, has 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 digital payment platform. The
company has a network of 250,000 km of fiber optic cables in the country, over which it will be
collaborating with local cable operators to get broader connectivity for its broadband services. With
its multi-service operator (MSO) license, JIO will serve as a TV channel distributor and will offer
television-on-demand on its network. PAN-INDIA SPECTRUM: -JIO owns spectrum in 800 MHz
band in 10 and circles of the total 22 circles in the country, and owns Pan-India licensed 2,300 MHz
spectrum. The spectrum is valid till 2035. Ahead of its digital services launch, MukeshAmbani-led
Reliance JIO entered a spectrum sharing deal with younger brother Anil Ambani-backed RELIANCE
COMMUNICATION. The sharing is for 800 MHz band across seven circles other than the 10 circles
for which JIO already owns. 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, Bhubaneshwar 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 services at IP sigra mall in Varanasi among others. In March
2016, JIO started providing free Wi-Fi internet to spectators at six cricket stadiums hosting the 2016
ICC WORLD CUP TWENTY20 matches. JIOnet was made available in Wankhede Stadium
(Mumbai), Punjab Cricket Associations IS Bandra stadium (Mohali), Himachal Pradesh Cricket
Association Stadium (Dharamshala), Chinnaswamy Stadium (Bengaluru), Feroz Shah Kotla (Delhi)
and Eden Garden (Kolkata) in India.
JIO Apps In May 2016,JIO launched a bundle of multimedia apps on Google Play, as a part of its
upcoming 4G services. While the apps are available to download for everyone, a user will require a
JIOsim card to use them. Additionally, most the apps are in beta phase. Following is the list of the
26
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
JIOMags- E-reader for magazines
JIOXpressNews- A news and magazine aggregator
JIOSecurity- A security app
JIODrive- Cloud-Based backup too
JIOMoney wallet- An online payment/wallet app
LYF
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
JIOMags- E-reader for magazines
JIOXpressNews- A news and magazine aggregator
JIOSecurity- A security app
JIODrive- Cloud-Based backup too
JIOMoney wallet- An online payment/wallet app
LYF
27
LYF also known as Reliance LYF, is an Indian mobile handset company headquartered in Mumbai,
Maharashtra, India. It manufactures 4G-enabled Volte smartphones It is a subsidiary of Reliance
Retail, the consumer electronics arm of Reliance Industries LimitedIt is operated along with the parent
company‟s flagship venture, JIO.
According to Counterpoint Research, in May 2016, LYF became the fifth largest smartphone player
and second largest LTE phone supplier in India.
In May 2016, international market tracker Counterpoint Research reported that LYF had become the
fifth largest smartphone producer in the Indian market, capturing 7% share in the January-March
LYF also known as Reliance LYF, is an Indian mobile handset company headquartered in Mumbai,
Maharashtra, India. It manufactures 4G-enabled Volte smartphones It is a subsidiary of Reliance
Retail, the consumer electronics arm of Reliance Industries LimitedIt is operated along with the parent
company‟s flagship venture, JIO.
According to Counterpoint Research, in May 2016, LYF became the fifth largest smartphone player
and second largest LTE phone supplier in India.
In May 2016, international market tracker Counterpoint Research reported that LYF had become the
fifth largest smartphone producer in the Indian market, capturing 7% share in the January-March
28
quarter of the financial year 2015-16. It was the second largest LTE phone supplier after Samsung,
surpassing Micromax and Lenovo during the quarter. "In first quarter of its inception, Lyf instantly
climbed to become one of the top five smartphone brands in India in terms of shipment volumes,"
TarunPathak, senior analyst at Counterpoint said in the report. Reliance Digital had shipped around
1.7 million LYF branded smartphones in the first quarter of 2016
.
Products
An image of LYF WATER 2 phone with IPS display
.
In October 2015, LYF tied up with domestic handset maker Intex to supply 4G handsets enabled with
voice over LTE (Volte) feature. In January 2016, it launched its first set of smartphones - LYF Earth
1, LYF Water 1, and LYF Water 2.
Production
LYF smartphones are manufactured by Chinese handset maker ZTE Corporation, CK Telecom
Limited, Intex. The company plans to source more phones from the maker before the launch of its JIO
4G services later in 2016.
Distribution
LYF phones are directly sold through its retail outlets.
[19]
In February 2016, LYF tied up with app-
based delivery service Gofers and online retailer Amazon to deliver its phones to users
Products
An image of LYF WATER 2 phone with IPS display
.
In October 2015, LYF tied up with domestic handset maker Intex to supply 4G handsets enabled with
voice over LTE (Volte) feature. In January 2016, it launched its first set of smartphones - LYF Earth
1, LYF Water 1, and LYF Water 2.
quarter of the financial year 2015-16. It was the second largest LTE phone supplier after Samsung,
surpassing Micromax and Lenovo during the quarter. "In first quarter of its inception, Lyf instantly
climbed to become one of the top five smartphone brands in India in terms of shipment volumes,"
TarunPathak, senior analyst at Counterpoint said in the report. Reliance Digital had shipped around
1.7 million LYF branded smartphones in the first quarter of 2016
.
Products
An image of LYF WATER 2 phone with IPS display
.
In October 2015, LYF tied up with domestic handset maker Intex to supply 4G handsets enabled with
voice over LTE (Volte) feature. In January 2016, it launched its first set of smartphones - LYF Earth
1, LYF Water 1, and LYF Water 2.
Production
LYF smartphones are manufactured by Chinese handset maker ZTE Corporation, CK Telecom
Limited, Intex. The company plans to source more phones from the maker before the launch of its JIO
4G services later in 2016.
Distribution
LYF phones are directly sold through its retail outlets.
[19]
In February 2016, LYF tied up with app-
based delivery service Gofers and online retailer Amazon to deliver its phones to users
Products
An image of LYF WATER 2 phone with IPS display
.
In October 2015, LYF tied up with domestic handset maker Intex to supply 4G handsets enabled with
voice over LTE (Volte) feature. In January 2016, it launched its first set of smartphones - LYF Earth
1, LYF Water 1, and LYF Water 2.
29
Production
LYF smartphones are manufactured by Chinese handset maker ZTE Corporation, CK Telecom
Limited, Intex. The company plans to source more phones from the maker before the launch of its JIO
4G services later in 2016.
Distribution
LYF phones are directly sold through its retail outlets.
[19]
In February 2016, LYF tied up with app-
based delivery service Gofers and online retailer Amazon to deliver its phones to users
1.3 Reliance Communications
Production
LYF smartphones are manufactured by Chinese handset maker ZTE Corporation, CK Telecom
Limited, Intex. The company plans to source more phones from the maker before the launch of its JIO
4G services later in 2016.
Distribution
LYF phones are directly sold through its retail outlets.
[19]
In February 2016, LYF tied up with app-
based delivery service Gofers and online retailer Amazon to deliver its phones to users
1.3 Reliance Communications
30
Reliance Communications Ltd. (RCom) is an Indian telecommunications company headquartered in
Navi Mumbai, India. It provides GSM (Voice, 2G, 3G, 4G) mobile services, fixed line broadband and
voice services, DTH depending upon the areas of operation. Reliance Communications is the sixth
largest telecom operator in India with 85.4 million subscribers as of May 2017.
[4]
RCOM is a subsidiary
of Reliance Anil DhirubhaiAmbani Group.
History
Reliance Communications Ltd. was established in 2002. The same year, it launched CDMA services
nationwide. In 2008, Reliance Communications launched GSM services. In the 2010 spectrum auction,
Telecom circle 2G 3G 4G
Reliance Communications Ltd. (RCom) is an Indian telecommunications company headquartered in
Navi Mumbai, India. It provides GSM (Voice, 2G, 3G, 4G) mobile services, fixed line broadband and
voice services, DTH depending upon the areas of operation. Reliance Communications is the sixth
largest telecom operator in India with 85.4 million subscribers as of May 2017.
[4]
RCOM is a subsidiary
of Reliance Anil DhirubhaiAmbani Group.
History
Reliance Communications Ltd. was established in 2002. The same year, it launched CDMA services
nationwide. In 2008, Reliance Communications launched GSM services. In the 2010 spectrum auction,
Telecom circle 2G 3G 4G
31
Telecom circle 2G 3G 4G
Andhra Pradesh&Telangana
Assam
Bihar&Jharkhand
Delhi
Gujarat
Haryana
Himachal Pradesh
Jammu and Kashmir
Karnataka
Kerala
Kolkata
Madhya
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
Telecom circle 2G 3G 4G
Andhra Pradesh&Telangana
Assam
Bihar&Jharkhand
Delhi
Gujarat
Haryana
Himachal Pradesh
Jammu and Kashmir
Karnataka
Kerala
Kolkata
Madhya
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
32
JIO)
Ultraband
RCom launched its Ultraband service offering internet speeds of up to 1 Gbit/s in select locations in
Mumbai and Navi Mumbai in April 2016.
Subsidiaries
Reliance Telecom Limited (RTL) operates in Madhya Pradesh, West Bengal, Himachal Pradesh,
Odisha, Bihar, Assam and the northeast of India. It first offered GSM services in January 1997.
Reliance Tech Services is the IT services wing of Reliance ADAG. It provides IT consultancy,
business process outsourcing and software development for Reliance Communications and other ADA
group companies. Reliance Globalcom owns the Fiber-Optic Link Around the Globe undersea cable
system and RIDC provides Internet data center (IDC) services located in Mumbai, Bangalore,
Mumbai
North-East
Odisha
Punjab
Rajasthan
Tamil Nadu
Uttar Pradesh (East)
(under 3G ICR with Aircel)
(under 3G ICR with Aircel)
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
JIO)
Ultraband
RCom launched its Ultraband service offering internet speeds of up to 1 Gbit/s in select locations in
Mumbai and Navi Mumbai in April 2016.
Subsidiaries
Reliance Telecom Limited (RTL) operates in Madhya Pradesh, West Bengal, Himachal Pradesh,
Odisha, Bihar, Assam and the northeast of India. It first offered GSM services in January 1997.
Reliance Tech Services is the IT services wing of Reliance ADAG. It provides IT consultancy,
business process outsourcing and software development for Reliance Communications and other ADA
group companies. Reliance Globalcom owns the Fiber-Optic Link Around the Globe undersea cable
system and RIDC provides Internet data center (IDC) services located in Mumbai, Bangalore,
Mumbai
North-East
Odisha
Punjab
Rajasthan
Tamil Nadu
Uttar Pradesh (East)
(under 3G ICR with Aircel)
(under 3G ICR with Aircel)
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
(under 4G partner with Reliance
JIO)
33
Hyderabad and Chennai. Reliance Communications also acquired FLAG Telecom, Yipesethernet
service, Digicable and Vanco.
Reliance Digital TV Ltd
Reliance Digital TV Ltd is a direct to home (DTH) television operator offering services under the brand
name Reliance Digital TV.
Hyderabad and Chennai. Reliance Communications also acquired FLAG Telecom, Yipesethernet
service, Digicable and Vanco.
Reliance Digital TV Ltd
Reliance Digital TV Ltd is a direct to home (DTH) television operator offering services under the brand
name Reliance Digital TV.
34
1.6 Special offer regarding reliance JIO
reliance Industries may need to subsidise consumers to the extent of Rs 15,000 crore in the next 2-3
years if it targets selling around 75 million units of its upcoming budget 4G smartphone, developed
with Google, amid rising component and shipping costs and supply challenges, analysts said. The
calculation is based on the estimated subsidy element per unit of the new JIOPhone Next at Rs 2,000,
equivalent to 50% of the likely Rs 4,000 target cost of the low-priced 4G device.
Currently, the cheapest 4G smartphone is priced at around Rs 3,800, while those from popular brands
start from around Rs 6,000, market players said. Analysts added that attracting the bulk of the 300
million-odd feature phone users to JIOPhone Next won’t be a cakewalk either for the telecom market
leader, as pricing is not the only challenge to smartphone adoption in India, given that value hunters
prefer feature phones due to their ruggedness, long lasting battery and less complex user-interface .
“Industry sources suggest JIO is targeting a Rs 4k price-point for JIO Phone Next, but higher shipping
costs from China and rising component prices, as in micro-processor/display (rates), could make this
challenging and potentially raise the subsidy element…the overall subsidy could be Rs 15,000 crore,
assuming 75 million such smartphones are sold over the next 2-3 years at Rs 2k subsidy apiece,” IIFL
Securities said in a note. Brokerage UBS added that even if Google and JIO develop a lighter OS ..
JIO did not respond to ET's request seeking comment. Shares of Reliance Industries closed 2.3% lower
at Rs 2104.30 on the BSE Friday, while Airtel shares ended 1.2% higher at Rs 535 and the Vodafone
Idea stock jumped 10.7% to end Rs 10.59. On Thursday, RIL chairman Mukesh Ambani said the JIO-
Google 4G smartphone, to be launched on September 10, would make India “2G-mukt,” but did not
disclose its likely pricing. JIO is looking to achieve a 500-million user base, up from its around 425
million no .. by targeting a bulk of the 300 million 2G featurephone user base currently with Vodafone
Idea and Bharti Airtel in 12-18 months. In a report, Goldman Sachs said that JIO could add 75 million
new users between FY21 and FY25 if “JIOPhone Next is launched at price-points closer to 2G feature
phones($15-20).”
And a price point of $15-20 would only be possible if JIO offers a subsidy, analysts said. Jefferies
expects JIOPhone Next to appeal more to existing JIOPhone users coming out of their three-year
1.6 Special offer regarding reliance JIO
reliance Industries may need to subsidise consumers to the extent of Rs 15,000 crore in the next 2-3
years if it targets selling around 75 million units of its upcoming budget 4G smartphone, developed
with Google, amid rising component and shipping costs and supply challenges, analysts said. The
calculation is based on the estimated subsidy element per unit of the new JIOPhone Next at Rs 2,000,
equivalent to 50% of the likely Rs 4,000 target cost of the low-priced 4G device.
Currently, the cheapest 4G smartphone is priced at around Rs 3,800, while those from popular brands
start from around Rs 6,000, market players said. Analysts added that attracting the bulk of the 300
million-odd feature phone users to JIOPhone Next won’t be a cakewalk either for the telecom market
leader, as pricing is not the only challenge to smartphone adoption in India, given that value hunters
prefer feature phones due to their ruggedness, long lasting battery and less complex user-interface .
“Industry sources suggest JIO is targeting a Rs 4k price-point for JIO Phone Next, but higher shipping
costs from China and rising component prices, as in micro-processor/display (rates), could make this
challenging and potentially raise the subsidy element…the overall subsidy could be Rs 15,000 crore,
assuming 75 million such smartphones are sold over the next 2-3 years at Rs 2k subsidy apiece,” IIFL
Securities said in a note. Brokerage UBS added that even if Google and JIO develop a lighter OS ..
JIO did not respond to ET's request seeking comment. Shares of Reliance Industries closed 2.3% lower
at Rs 2104.30 on the BSE Friday, while Airtel shares ended 1.2% higher at Rs 535 and the Vodafone
Idea stock jumped 10.7% to end Rs 10.59. On Thursday, RIL chairman Mukesh Ambani said the JIO-
Google 4G smartphone, to be launched on September 10, would make India “2G-mukt,” but did not
disclose its likely pricing. JIO is looking to achieve a 500-million user base, up from its around 425
million no .. by targeting a bulk of the 300 million 2G featurephone user base currently with Vodafone
Idea and Bharti Airtel in 12-18 months. In a report, Goldman Sachs said that JIO could add 75 million
new users between FY21 and FY25 if “JIOPhone Next is launched at price-points closer to 2G feature
phones($15-20).”
And a price point of $15-20 would only be possible if JIO offers a subsidy, analysts said. Jefferies
expects JIOPhone Next to appeal more to existing JIOPhone users coming out of their three-year
35
.JIOPhone contracts – rather than attract Vodafone Idea and Airtel’s 2G users - and added that such a
migration would boost JIO’s average revenue per user (ARPU), going forward. It ended the January-
March quarter with an ARPU of Rs 138.2, compared with Airtel’s Rs 145.
1.7 Major competitors of reliance JIO:-
Reliance JIO powers ahead of its competitors as India’s broadband connections go past 800 million
Below are the top 11 competitors of Reliance JIO:
1.Airtel
2.Idea
3.Vodafone
4.Tata Docomo
5.Reliance Communications
6.MTNL
7.BSNL
8.Uninor
9.Tata Indicom
10.Virgin Mobile
11.Aircel
1.Airtel
Airtel has recently launched a new plan to compete with Reliance JIO’s Rs. 399 plan.
The new Rs. 399 plan from Airtel offers 84GB high-speed 4G data, with 1GB data per day. It also
offers unlimited local and STD calls, but this comes with a FUP of its own. Airtel’s terms and
.JIOPhone contracts – rather than attract Vodafone Idea and Airtel’s 2G users - and added that such a
migration would boost JIO’s average revenue per user (ARPU), going forward. It ended the January-
March quarter with an ARPU of Rs 138.2, compared with Airtel’s Rs 145.
1.7 Major competitors of reliance JIO:-
Reliance JIO powers ahead of its competitors as India’s broadband connections go past 800 million
Below are the top 11 competitors of Reliance JIO:
1.Airtel
2.Idea
3.Vodafone
4.Tata Docomo
5.Reliance Communications
6.MTNL
7.BSNL
8.Uninor
9.Tata Indicom
10.Virgin Mobile
11.Aircel
1.Airtel
Airtel has recently launched a new plan to compete with Reliance JIO’s Rs. 399 plan.
The new Rs. 399 plan from Airtel offers 84GB high-speed 4G data, with 1GB data per day. It also
offers unlimited local and STD calls, but this comes with a FUP of its own. Airtel’s terms and
36
conditions say that free voice calls are limited to 1000 minutes per week. Beyond that limit, Airtel-to-
Airtel calls will cost Rs. 0.10 per minute, while calls to other networks will cost Rs. 0.30 per minute.
The plan does not offer any free SMS, unlike Reliance JIO.
Airtel also has a cheaper Rs. 244 plan that offers 1GB data per day for 70 days, but free voice calls are
limited only to the Airtel network. There are no free SMSs in this plan as well.
2.Vodafone
Coming to Vodafone, the company has some different plans for different circles. The operator recently
announced a new Campus Survival Kit offer that gives 1GB data per day for 84 days. Unlimited voice
calls and free roaming are also included in this offer.
However, it comes with a big rider – this offer is restricted only to Delhi/NCR at the moment for
students. Additionally, it is also applicable only for new connections. Initially, this plan will cost Rs.
445. Subsequent recharges will cost Rs. 352 and offer the same benefits.
Vodafone has revealed that this offer will be rolled out to other circles as well, but it will remain
restricted to students for some reason.
Vodafone also has a Rs. 244 plan, but this is applicable as a First Recharge Coupon only. It gives 1GB
data per day for 70 days and unlimited calls. Subsequent recharges will offer similar benefits but come
with only 35 days validity.
3.Idea
Idea also has some plans to compete with other operators. Currently, the company is offering a bunch
of offers with 1GB data per day benefits, alongside free voice calls.
Idea has launched a Rs. 396 plan with 1GB data per day and unlimited voice call, but for this, you’d
require to be a user in the Himachal Pradesh circle and have a 4G-enabled smartphone.
On its website, the company has listed a number of plans with 1GB data per day benefits. There is a
Rs. 349 plan that comes with 28 days validity, but offers no free SMSs. There is a Rs. 357 plan with
similar benefits and validity, in addition to 10 free SMSs.
For more details about Idea’s offers, you may have to download the My Idea app for offers tailored for
your number and telecom circle.
conditions say that free voice calls are limited to 1000 minutes per week. Beyond that limit, Airtel-to-
Airtel calls will cost Rs. 0.10 per minute, while calls to other networks will cost Rs. 0.30 per minute.
The plan does not offer any free SMS, unlike Reliance JIO.
Airtel also has a cheaper Rs. 244 plan that offers 1GB data per day for 70 days, but free voice calls are
limited only to the Airtel network. There are no free SMSs in this plan as well.
2.Vodafone
Coming to Vodafone, the company has some different plans for different circles. The operator recently
announced a new Campus Survival Kit offer that gives 1GB data per day for 84 days. Unlimited voice
calls and free roaming are also included in this offer.
However, it comes with a big rider – this offer is restricted only to Delhi/NCR at the moment for
students. Additionally, it is also applicable only for new connections. Initially, this plan will cost Rs.
445. Subsequent recharges will cost Rs. 352 and offer the same benefits.
Vodafone has revealed that this offer will be rolled out to other circles as well, but it will remain
restricted to students for some reason.
Vodafone also has a Rs. 244 plan, but this is applicable as a First Recharge Coupon only. It gives 1GB
data per day for 70 days and unlimited calls. Subsequent recharges will offer similar benefits but come
with only 35 days validity.
3.Idea
Idea also has some plans to compete with other operators. Currently, the company is offering a bunch
of offers with 1GB data per day benefits, alongside free voice calls.
Idea has launched a Rs. 396 plan with 1GB data per day and unlimited voice call, but for this, you’d
require to be a user in the Himachal Pradesh circle and have a 4G-enabled smartphone.
On its website, the company has listed a number of plans with 1GB data per day benefits. There is a
Rs. 349 plan that comes with 28 days validity, but offers no free SMSs. There is a Rs. 357 plan with
similar benefits and validity, in addition to 10 free SMSs.
For more details about Idea’s offers, you may have to download the My Idea app for offers tailored for
your number and telecom circle.
37
4.BSNL
BSNL too is offering several plans with high-speed data benefits.
The state-run telco is offering STV 395 plan with 2GB data per day, 3000 minutes of BSNL-to-BSNL
calls and 1800 minutes to other networks. It comes with a validity of 56 days.
The operator also has STV 333 that offers 2GB data per day for 56 days.
There’s another plan that offers 4GB data per day for 90 days. It costs Rs. 444 and is available in all
telecom circles except Kerala.
Lastly, for users who want even more data, there’s a Rs. 548 plan that offers 5GB data per day for 90
days.
Prices may slightly vary in different circles.
• Aircel users to get 84GB of data with the new Rs 348 plan
Conclusion
Reliance JIO has the simplest offering compared to all operators. Thanks to its pan-India 4G license
and transparent offerings, all Reliance JIO users can subscribe to any plan listed on the company’s
website without worrying about their telecom circle. Additionally, it is the only operator that offers
truly unlimited voice calls and SMS (with a TRAI-mandated 100 SMS/day limit).
Airtel comes in second, thanks to its newly launched offers. There’s a lot of room for improvement in
Vodafone, Idea and BSNL’s offerings. The complexity and price variations from circle to circle can
be very confusing.
4.BSNL
BSNL too is offering several plans with high-speed data benefits.
The state-run telco is offering STV 395 plan with 2GB data per day, 3000 minutes of BSNL-to-BSNL
calls and 1800 minutes to other networks. It comes with a validity of 56 days.
The operator also has STV 333 that offers 2GB data per day for 56 days.
There’s another plan that offers 4GB data per day for 90 days. It costs Rs. 444 and is available in all
telecom circles except Kerala.
Lastly, for users who want even more data, there’s a Rs. 548 plan that offers 5GB data per day for 90
days.
Prices may slightly vary in different circles.
• Aircel users to get 84GB of data with the new Rs 348 plan
Conclusion
Reliance JIO has the simplest offering compared to all operators. Thanks to its pan-India 4G license
and transparent offerings, all Reliance JIO users can subscribe to any plan listed on the company’s
website without worrying about their telecom circle. Additionally, it is the only operator that offers
truly unlimited voice calls and SMS (with a TRAI-mandated 100 SMS/day limit).
Airtel comes in second, thanks to its newly launched offers. There’s a lot of room for improvement in
Vodafone, Idea and BSNL’s offerings. The complexity and price variations from circle to circle can
be very confusing.
38
1.8 SWOT ANALYSIS OF RELIANCE JIO
Reliance JIO's SWOT analysis separates all of its primary strengths, weaknesses, opportunities, and
threats, allowing it to climb up to new heights. Read this article to gain a better grasp of Reliance JIO's
position.
The SWOT analysis of Reliance JIO identifies the company's strengths that distinguish it from its
competitors like Airtel, Vodafone, Idea, and its weaknesses, which prevent the brand from doing
successfully. This analysis provides a company with an overview of where it should focus its efforts
to improve. It also includes a list of changes to grow JIO’s market share and brand value. It also sheds
light on a potential threat to the brand's reputation.
Strengths
• Strong Lead Generation Process - Reliance JIO has arguably the best lead generation
approach to date. All users were given free access to the brand's services for a period of 3-6
months. Reliance JIO now has millions of users, making it one of the most successful customer
acquisition strategies in telecom history.
• Excellent customer network - JIO has a remarkable 100 million subscribers after only 170
days in business, a record that no other carrier has been able to match. Reliance JIO is now
India's largest Internet Service Provider due to this.
• Technology - JIO now uses the most up-to-date 4G LTE technology, one of the best
technologies for the future in the world. It is made possible via Voice over LTE, making it
scalable and compatible with 5G and 6G technologies, predicted to be the future wireless
communication technologies.
• Faster and Reliable Network - Reliance JIO has a presence in each of India's 22 telecom
circles and is known for having a reliable and fast network with minimal connectivity issues.
• Numerous Offers - Reliance JIO prepaid plans offer many services under one umbrella,
including movies, games, shopping, chats, and messenger, among others, giving customers a
wide range of possibilities.
1.8 SWOT ANALYSIS OF RELIANCE JIO
Reliance JIO's SWOT analysis separates all of its primary strengths, weaknesses, opportunities, and
threats, allowing it to climb up to new heights. Read this article to gain a better grasp of Reliance JIO's
position.
The SWOT analysis of Reliance JIO identifies the company's strengths that distinguish it from its
competitors like Airtel, Vodafone, Idea, and its weaknesses, which prevent the brand from doing
successfully. This analysis provides a company with an overview of where it should focus its efforts
to improve. It also includes a list of changes to grow JIO’s market share and brand value. It also sheds
light on a potential threat to the brand's reputation.
Strengths
• Strong Lead Generation Process - Reliance JIO has arguably the best lead generation
approach to date. All users were given free access to the brand's services for a period of 3-6
months. Reliance JIO now has millions of users, making it one of the most successful customer
acquisition strategies in telecom history.
• Excellent customer network - JIO has a remarkable 100 million subscribers after only 170
days in business, a record that no other carrier has been able to match. Reliance JIO is now
India's largest Internet Service Provider due to this.
• Technology - JIO now uses the most up-to-date 4G LTE technology, one of the best
technologies for the future in the world. It is made possible via Voice over LTE, making it
scalable and compatible with 5G and 6G technologies, predicted to be the future wireless
communication technologies.
• Faster and Reliable Network - Reliance JIO has a presence in each of India's 22 telecom
circles and is known for having a reliable and fast network with minimal connectivity issues.
• Numerous Offers - Reliance JIO prepaid plans offer many services under one umbrella,
including movies, games, shopping, chats, and messenger, among others, giving customers a
wide range of possibilities.
39
Weakness
• A late arrival into the industry - Reliance JIO entered the market late when established firms
such as Airtel and Vodafone had already established themselves in customers’ minds.
• Trouble in activating the SIM - Due to its inability to contain the massive amounts of
subscribers it had gained, Reliance JIO experienced several gestation issues. Delays in SIM
Card activation during its launch were one example.
• Weak internet connection - Reliance JIO's data connection is often poor, and the range is
limited, resulting in slower loading speeds in some areas.
Opportunities
• Future Technological Advancements - Reliance JIO operates on future-oriented technology,
a VoLTE 4G network that can scale to support 5G and 6G technologies, which opens up many
possibilities for JIO or future bandwidth increase.
• Apps and Services - Reliance JIO offers VoLTE, which offers a lot of bandwidth. As a result,
they can provide customers with apps that are either free or chargeable at first, with a pay-per-
use model later.
• Expansion in other countries - Reliance JIO can expand their services to foreign markets and
India's neighbouring countries if they have sufficient financial backing.
• Cost Plan - Reliance JIO can penetrate the Indian rural market more with its low pricing
strategy, as their competition cannot afford to charge such low prices as JIO.
Threats
• Poor ethical conduct - To penetrate the market, Reliance JIO utilized a low-cost strategy and
even offered free services to users, resulting in a poor ethical code that could harm the company
in the future.
• Risk of Losing Customers - When free services are removed, sales will immediately decrease,
and the risk of losing customers will increase.
• Customer Loyalty - The market's established companies have strong customer loyalty and a
strong presence. As a result, it will be difficult for JIO to retain its customer base once the prices
of its services are raised.
Weakness
• A late arrival into the industry - Reliance JIO entered the market late when established firms
such as Airtel and Vodafone had already established themselves in customers’ minds.
• Trouble in activating the SIM - Due to its inability to contain the massive amounts of
subscribers it had gained, Reliance JIO experienced several gestation issues. Delays in SIM
Card activation during its launch were one example.
• Weak internet connection - Reliance JIO's data connection is often poor, and the range is
limited, resulting in slower loading speeds in some areas.
Opportunities
• Future Technological Advancements - Reliance JIO operates on future-oriented technology,
a VoLTE 4G network that can scale to support 5G and 6G technologies, which opens up many
possibilities for JIO or future bandwidth increase.
• Apps and Services - Reliance JIO offers VoLTE, which offers a lot of bandwidth. As a result,
they can provide customers with apps that are either free or chargeable at first, with a pay-per-
use model later.
• Expansion in other countries - Reliance JIO can expand their services to foreign markets and
India's neighbouring countries if they have sufficient financial backing.
• Cost Plan - Reliance JIO can penetrate the Indian rural market more with its low pricing
strategy, as their competition cannot afford to charge such low prices as JIO.
Threats
• Poor ethical conduct - To penetrate the market, Reliance JIO utilized a low-cost strategy and
even offered free services to users, resulting in a poor ethical code that could harm the company
in the future.
• Risk of Losing Customers - When free services are removed, sales will immediately decrease,
and the risk of losing customers will increase.
• Customer Loyalty - The market's established companies have strong customer loyalty and a
strong presence. As a result, it will be difficult for JIO to retain its customer base once the prices
of its services are raised.
40
Chapter2 conceptual framework
2.2 Customer satisfaction
Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an overall good
relationship with the supplier. In today’s competitive business marketplace, customer satisfaction is an
important performance exponent and basic differentiator of business strategies. Hence, the more is
customer satisfaction; more is the business and the bonding with customer.
Definition
Philip Kotler defines customer satisfaction as a “person’s feeling of pleasure or disappointment,
which resulted from comparing a product’s perceived performance or outcome against his/her
expectations”. Although Kotler uses abstract terms like pleasure and disappointment, the definition
is by no means ambiguous.
Customer satisfaction = f (perceived performance, buyer’s expectations)
Here, customer satisfaction is a function of perceived performance and expectations. Perceived
performance is the consumer’s belief about the product or service experience.
Major influence factor of customer satisfaction:-
• Performance of the product in the recent past
• Word of mouth, recommendations or testimonials
• Reviews
• What competitors say about the product or service
• What its own marketers promise
Chapter2 conceptual framework
2.2 Customer satisfaction
Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an overall good
relationship with the supplier. In today’s competitive business marketplace, customer satisfaction is an
important performance exponent and basic differentiator of business strategies. Hence, the more is
customer satisfaction; more is the business and the bonding with customer.
Definition
Philip Kotler defines customer satisfaction as a “person’s feeling of pleasure or disappointment,
which resulted from comparing a product’s perceived performance or outcome against his/her
expectations”. Although Kotler uses abstract terms like pleasure and disappointment, the definition
is by no means ambiguous.
Customer satisfaction = f (perceived performance, buyer’s expectations)
Here, customer satisfaction is a function of perceived performance and expectations. Perceived
performance is the consumer’s belief about the product or service experience.
Major influence factor of customer satisfaction:-
• Performance of the product in the recent past
• Word of mouth, recommendations or testimonials
• Reviews
• What competitors say about the product or service
• What its own marketers promise
41
According to this definition, the satisfaction goals are established by the customers themselves before
they set out to make a purchase. This is also why they start looking for more information at this point
— reviews, comparisons, alternatives, etc. Your website, content marketing efforts, and presence on
other review sites make a difference at this point. So do customer stories and testimonials.
Once the customer selects the product or service, they’ll start evaluating the actual experience against
the expected one. This is where a trial period and a well thought out onboarding process make a
difference for high ticket products and especially for low ticket products with low stickiness.
Why customer satisfaction
• Customer is the boss of the market.
• Customer dictates market trends and direction.
• The organization is dependent on the customer and not the other way round.
• Customer satisfaction means loyalty towards the organization.
• The satisfied customers will help in bringing the new customers by the “word of mouth”. Importance
of customer satisfaction Customer satisfaction is a marketing term that measures how products or
services supplied by a company meet or surpass a customer’s expectation. Customer satisfaction is
important because it provides marketers and business owners with a metric that they can use to
manage and improve their businesses.
Factors affecting customer satisfaction: -
• Price
• Quality
• Service
• Brand name
• Reputation
According to this definition, the satisfaction goals are established by the customers themselves before
they set out to make a purchase. This is also why they start looking for more information at this point
— reviews, comparisons, alternatives, etc. Your website, content marketing efforts, and presence on
other review sites make a difference at this point. So do customer stories and testimonials.
Once the customer selects the product or service, they’ll start evaluating the actual experience against
the expected one. This is where a trial period and a well thought out onboarding process make a
difference for high ticket products and especially for low ticket products with low stickiness.
Why customer satisfaction
• Customer is the boss of the market.
• Customer dictates market trends and direction.
• The organization is dependent on the customer and not the other way round.
• Customer satisfaction means loyalty towards the organization.
• The satisfied customers will help in bringing the new customers by the “word of mouth”. Importance
of customer satisfaction Customer satisfaction is a marketing term that measures how products or
services supplied by a company meet or surpass a customer’s expectation. Customer satisfaction is
important because it provides marketers and business owners with a metric that they can use to
manage and improve their businesses.
Factors affecting customer satisfaction: -
• Price
• Quality
• Service
• Brand name
• Reputation
42
• Features.
Customer satisfaction process: -
Step 1: Understanding customer expectations
Step 2: Promises to customers
Step 3: Execution
Step 4: Ongoing dialog with a customer
Step 5: Customer satisfaction surveys
Customer satisfaction theory 2.2.1: introduction of 4Cs：
❖ consumer
❖ cost
❖ convenience
❖ communication
• Features.
Customer satisfaction process: -
Step 1: Understanding customer expectations
Step 2: Promises to customers
Step 3: Execution
Step 4: Ongoing dialog with a customer
Step 5: Customer satisfaction surveys
Customer satisfaction theory 2.2.1: introduction of 4Cs：
❖ consumer
❖ cost
❖ convenience
❖ communication
43
Chapter2.2 CONSUMER PREFERENCES
The underlying foundation of demand, therefore, is a model of how consumers behave. The
individual consumer has a set of preferences and values whose determination are outside the realm
of economics. They are no doubt dependent upon culture, education, and individual tastes, among a
plethora of other factors. The measure of these values in this model for a particular good is in terms
of the real opportunity cost to the consumer who purchases and consumes the good. If an individual
purchases a particular good, then the opportunity cost of that purchase is the forgone goods the
consumer could have bought instead.
THE THEORY OF THE CONSUMER
Consumer make decisions by allocating their scarce income across all possible goods in order to
obtain the greatest satisfaction. Formally, we say that consumers maximize their utility subject to
budget constraint. Utility is defined as the satisfaction that a consumer derives from the consumption
of a good. As noted above, utility’s determinants are decided by a host of noneconomic factors.
Consumer value is measured in terms of the relative utilities between goods. These reflect the
consumer’s preferences.
Factor which influence customer preference
1. Psychological Factors
I. Income
II. Age
III. Occupation
IV. lifestyle
2. Social Factors
3. Economic Factors
4. Personal Factors
Chapter2.2 CONSUMER PREFERENCES
The underlying foundation of demand, therefore, is a model of how consumers behave. The
individual consumer has a set of preferences and values whose determination are outside the realm
of economics. They are no doubt dependent upon culture, education, and individual tastes, among a
plethora of other factors. The measure of these values in this model for a particular good is in terms
of the real opportunity cost to the consumer who purchases and consumes the good. If an individual
purchases a particular good, then the opportunity cost of that purchase is the forgone goods the
consumer could have bought instead.
THE THEORY OF THE CONSUMER
Consumer make decisions by allocating their scarce income across all possible goods in order to
obtain the greatest satisfaction. Formally, we say that consumers maximize their utility subject to
budget constraint. Utility is defined as the satisfaction that a consumer derives from the consumption
of a good. As noted above, utility’s determinants are decided by a host of noneconomic factors.
Consumer value is measured in terms of the relative utilities between goods. These reflect the
consumer’s preferences.
Factor which influence customer preference
1. Psychological Factors
I. Income
II. Age
III. Occupation
IV. lifestyle
2. Social Factors
3. Economic Factors
4. Personal Factors
44
Chapter 2-Research methodology
Definition: Research is defined as careful consideration of study regarding a particular concern or
problem using scientific methods. According to the American sociologist Earl Robert Babbie,
“research is a systematic inquiry to describe, explain, predict, and control the observed phenomenon.
It involves inductive and deductive methods.”
Inductive research methods analyse an observed event, while deductive methods verify the observed
event. Inductive approaches are associated with qualitative research, and deductive methods are more
commonly associated with quantitative analysis.
2.1Type of research methodology:-
Research methods are broadly classified as Qualitative and Quantitative.
Both methods have distinctive properties and data collection methods.
Qualitative methods
Qualitative research is a method that collects data using conversational methods, usually open-ended
questions. The responses collected are essentially non-numerical. This method helps a researcher
understand what participants think and why they think in a particular way.
Types of qualitative methods include:
1. One-to-one Interview
2. Focus Groups
3. Ethnographic studies
Chapter 2-Research methodology
Definition: Research is defined as careful consideration of study regarding a particular concern or
problem using scientific methods. According to the American sociologist Earl Robert Babbie,
“research is a systematic inquiry to describe, explain, predict, and control the observed phenomenon.
It involves inductive and deductive methods.”
Inductive research methods analyse an observed event, while deductive methods verify the observed
event. Inductive approaches are associated with qualitative research, and deductive methods are more
commonly associated with quantitative analysis.
2.1Type of research methodology:-
Research methods are broadly classified as Qualitative and Quantitative.
Both methods have distinctive properties and data collection methods.
Qualitative methods
Qualitative research is a method that collects data using conversational methods, usually open-ended
questions. The responses collected are essentially non-numerical. This method helps a researcher
understand what participants think and why they think in a particular way.
Types of qualitative methods include:
1. One-to-one Interview
2. Focus Groups
3. Ethnographic studies
45
4. Text Analysis
5. Case Study
Quantitative methods
Quantitative methods deal with numbers and measurable forms. It uses a systematic way of
investigating events or data. It answers questions to justify relationships with measurable variables to
either explain, predict, or control a phenomenon.
Types of quantitative methods include:
1. Survey research
2. Descriptive research
3. Correlational research
Remember, research is only valuable and useful when it is valid, accurate, and reliable. Incorrect results
can lead to customer churn and a decrease in sales.
It is essential to ensure that your data is:
• Valid – founded, logical, rigorous, and impartial.
• Accurate – free of errors and including required details.
• Reliable – other people who investigate in the same way can produce similar results.
• Timely – current and collected within an appropriate time frame.
• Complete – includes all the data you need to support your business decisions.
2.2 Research design :- The study is empirical in nature, adopting survey technique for data
collection and statistical tools and techniques for data analysis and interpretation. The study is based
on the responses of customers of Reliance JIO. Respondents of the study represent the States of Sagar.
Research methodology is purely and simply basic frame work for a study that guiders the collection of
data and analysis of the data. In customer surveys adopted this description research design in collection
and analyzing of the data.
4. Text Analysis
5. Case Study
Quantitative methods
Quantitative methods deal with numbers and measurable forms. It uses a systematic way of
investigating events or data. It answers questions to justify relationships with measurable variables to
either explain, predict, or control a phenomenon.
Types of quantitative methods include:
1. Survey research
2. Descriptive research
3. Correlational research
Remember, research is only valuable and useful when it is valid, accurate, and reliable. Incorrect results
can lead to customer churn and a decrease in sales.
It is essential to ensure that your data is:
• Valid – founded, logical, rigorous, and impartial.
• Accurate – free of errors and including required details.
• Reliable – other people who investigate in the same way can produce similar results.
• Timely – current and collected within an appropriate time frame.
• Complete – includes all the data you need to support your business decisions.
2.2 Research design :- The study is empirical in nature, adopting survey technique for data
collection and statistical tools and techniques for data analysis and interpretation. The study is based
on the responses of customers of Reliance JIO. Respondents of the study represent the States of Sagar.
Research methodology is purely and simply basic frame work for a study that guiders the collection of
data and analysis of the data. In customer surveys adopted this description research design in collection
and analyzing of the data.
46
2.3-OBJECTIVES
This study was conducted keeping the following objectives in mind.
1. To analyze quality and services of reliance JIO products.
2. To analysis awareness of reliance JIO products.
3. To find out the price of reliance JIO product with other competitors.
4. To analysis convenience among customer for reliance JIO products.
5. To find out the effectiveness customer relation management.
6. To study Brand value of reliance JIO products.
2.4 Need of study
Marketing starts with identifying the needs of customers and ends in satisfying those wants. The goal
of marketing is to attract new customers by promising superior value and to keep current customers
by delivering satisfaction based on their preferences retaining them. Without customer, no market
exists. As the customers are regarded as the superiors in today's market, the level of satisfaction and
their preferences should be keenly studied.
Getting a new customer is difficult, then retaining a current customer is a more difficult one and not
only that it is estimated that the cost of attracting a new customer is five times the cost of retaining
current customer. It requires a great deal of effort to induce satisfied customer to switch away from
their current preference. Thus, customer satisfaction. is been given top priority in today's competitive
world.
Therefore, keeping the above stated objective in mind, this study was conducted to ascertain the
customer's satisfaction of reliance JIO products . In view of this, a detailed study of customer
2.3-OBJECTIVES
This study was conducted keeping the following objectives in mind.
1. To analyze quality and services of reliance JIO products.
2. To analysis awareness of reliance JIO products.
3. To find out the price of reliance JIO product with other competitors.
4. To analysis convenience among customer for reliance JIO products.
5. To find out the effectiveness customer relation management.
6. To study Brand value of reliance JIO products.
2.4 Need of study
Marketing starts with identifying the needs of customers and ends in satisfying those wants. The goal
of marketing is to attract new customers by promising superior value and to keep current customers
by delivering satisfaction based on their preferences retaining them. Without customer, no market
exists. As the customers are regarded as the superiors in today's market, the level of satisfaction and
their preferences should be keenly studied.
Getting a new customer is difficult, then retaining a current customer is a more difficult one and not
only that it is estimated that the cost of attracting a new customer is five times the cost of retaining
current customer. It requires a great deal of effort to induce satisfied customer to switch away from
their current preference. Thus, customer satisfaction. is been given top priority in today's competitive
world.
Therefore, keeping the above stated objective in mind, this study was conducted to ascertain the
customer's satisfaction of reliance JIO products . In view of this, a detailed study of customer
47
preferences, levels of satisfaction and their complaints and suggestions was undertaken.
2.5 SCOPE OF THE STUDY
This study helps the organizations to increase their service and product quality and in turn increase the
market share, top and bottom line of the company.
The Sample Size is Limited. So as to give the accurate information regarding Customer Satisfaction.
The scope is very limited, because attitude & expectations of the people change according to the time
& situation. The study is restricted to Sagar and that to among 30 respondents. The study is conducted
only for 15 days. Consistency was lacking with regard to the information given by few customers. The
study is restricted to the certain area, so it could not give whole picture about India.
preferences, levels of satisfaction and their complaints and suggestions was undertaken.
2.5 SCOPE OF THE STUDY
This study helps the organizations to increase their service and product quality and in turn increase the
market share, top and bottom line of the company.
The Sample Size is Limited. So as to give the accurate information regarding Customer Satisfaction.
The scope is very limited, because attitude & expectations of the people change according to the time
& situation. The study is restricted to Sagar and that to among 30 respondents. The study is conducted
only for 15 days. Consistency was lacking with regard to the information given by few customers. The
study is restricted to the certain area, so it could not give whole picture about India.
48
2.6 Data collection method
Introduction
Data collection took place with the help of filling of questionnaire. The questionnaire method has come
to the more widely used and economical means of data collection. The common factor in all varieties
of the questionnaire method is the reliance on verbal responses to the questions, written to oral.
I found it essential to make sure that the questionnaire was easy to read and understandable to all the
spectrums of people in the sample. It was also important as researcher to respect the sample time and
energy hence the questionnaire was designed in such a way that its administration would not exceed 4
minutes. The questionnaires were in my knowledge. The data was collected by interacting with 30
respondents who filled the questionnaire and provided me with the necessary information.
Basically, there are two types of data collection methods which we implemented in our
project work:
1.Primary Data
New data gathered to help solve the problem at ---. As compared to secondary data which is previously
gathered data. An example is information gathered by questionnaires. Qualitative or quantitative data
that are newly collected in the course of research consist of original information that comes from people
and includes information gathered for surveys, focus groups, independent observations and test results.
Data collected by the researcher in the act of conducting research. This contrasted to secondary data,
which entails the use of data gathered by someone other than the researcher information that is obtained
directly from first hand sources by means of surveys, observations and experiments.
For the purpose of this project work primary data is collected by getting Questionnaires filled by the
respondents.
2.6 Data collection method
Introduction
Data collection took place with the help of filling of questionnaire. The questionnaire method has come
to the more widely used and economical means of data collection. The common factor in all varieties
of the questionnaire method is the reliance on verbal responses to the questions, written to oral.
I found it essential to make sure that the questionnaire was easy to read and understandable to all the
spectrums of people in the sample. It was also important as researcher to respect the sample time and
energy hence the questionnaire was designed in such a way that its administration would not exceed 4
minutes. The questionnaires were in my knowledge. The data was collected by interacting with 30
respondents who filled the questionnaire and provided me with the necessary information.
Basically, there are two types of data collection methods which we implemented in our
project work:
1.Primary Data
New data gathered to help solve the problem at ---. As compared to secondary data which is previously
gathered data. An example is information gathered by questionnaires. Qualitative or quantitative data
that are newly collected in the course of research consist of original information that comes from people
and includes information gathered for surveys, focus groups, independent observations and test results.
Data collected by the researcher in the act of conducting research. This contrasted to secondary data,
which entails the use of data gathered by someone other than the researcher information that is obtained
directly from first hand sources by means of surveys, observations and experiments.
For the purpose of this project work primary data is collected by getting Questionnaires filled by the
respondents.
49
2.Secondary Data
Information that already exists somewhere, having been collected for another purpose, Sources
includes Census reports, Trade publications and Subscription services. There are two types of
secondary data: Internal and External. Information compiled outside the organization for some purpose
other than the current investigation researching information which has already been published. Market
information compiled for purposes other than the current research effort; it can be internal data, such
as existing sales- tracking information records or it can be research conducted by someone else. Such
as Market Research Company or Govt.
For the purpose of this project work secondary Data is collected by broachers and Websites.
Collecting the primary data. The primary data have been collected from 52 respondents through
a well-developed questionnaire, and it may be possible to obtain additional data during the study period.
Sample size
The total sample respondent was random basis. The sample size was 200 people through the
questionnaire method.
Area of Study
This study is based on the data collected from customers’ satisfaction in Tirupati City.
2.7 SAMPLING :-
The item so selected constitute what is technically called sample, their selection process or technique
2.Secondary Data
Information that already exists somewhere, having been collected for another purpose, Sources
includes Census reports, Trade publications and Subscription services. There are two types of
secondary data: Internal and External. Information compiled outside the organization for some purpose
other than the current investigation researching information which has already been published. Market
information compiled for purposes other than the current research effort; it can be internal data, such
as existing sales- tracking information records or it can be research conducted by someone else. Such
as Market Research Company or Govt.
For the purpose of this project work secondary Data is collected by broachers and Websites.
Collecting the primary data. The primary data have been collected from 52 respondents through
a well-developed questionnaire, and it may be possible to obtain additional data during the study period.
Sample size
The total sample respondent was random basis. The sample size was 200 people through the
questionnaire method.
Area of Study
This study is based on the data collected from customers’ satisfaction in Tirupati City.
2.7 SAMPLING :-
The item so selected constitute what is technically called sample, their selection process or technique
50
is called sample design and the survey conducted based on sample is described as sample survey.
Sample 36 should be truly representative of population characteristics without any bias so that it may
result in valid and reliable conclusions.
The method of sampling was: -
I. Convenient Sampling: - In this method, as per convenience, the research is carried out by
picking up the cases that fall to hand, continuing the process till such time as the sample
acquires a desired size. It is used to obtain data quickly and easily. It may include informal pool
of friends and neighbors, employees at workplace etc. This sampling technique is often used
for exploratory research or presenting of questionnaire.
II. Cluster Sampling: -In cluster sampling, the research is being carried out by first sampling
out from population, certain large group, that is a „cluster‟. A cluster is a set of heterogeneous
subjects representing population. These clusters maybe cityward, households, or even
geographical or social units. The sampling of clusters from the population is done by simple or
stratified random sampling methods. It is cheap to execute and population of survey is
dispersed.
is called sample design and the survey conducted based on sample is described as sample survey.
Sample 36 should be truly representative of population characteristics without any bias so that it may
result in valid and reliable conclusions.
The method of sampling was: -
I. Convenient Sampling: - In this method, as per convenience, the research is carried out by
picking up the cases that fall to hand, continuing the process till such time as the sample
acquires a desired size. It is used to obtain data quickly and easily. It may include informal pool
of friends and neighbors, employees at workplace etc. This sampling technique is often used
for exploratory research or presenting of questionnaire.
II. Cluster Sampling: -In cluster sampling, the research is being carried out by first sampling
out from population, certain large group, that is a „cluster‟. A cluster is a set of heterogeneous
subjects representing population. These clusters maybe cityward, households, or even
geographical or social units. The sampling of clusters from the population is done by simple or
stratified random sampling methods. It is cheap to execute and population of survey is
dispersed.
51
2.8 Research tools :-
The data collected have been organized and presented in the form of table, figure and diagrams and
analyzed by using the following appropriate statistical tools:
• mode
• medium
• Mean
Simple percentage method :-The data is analyzed and interpreted with the help of mathematical
methods. Simple percentage method is used in analyzing’ the data.
Simple percentage = No. of respondents /total no. of respondents *100
2.9-Limitations of study
1. People did not cooperate for survey work easily and chances of biased information by
respondents are there.
2. Research work was limited to only 32 respondents whereas in reality the sample universe is too
big hence statistical data might change if we further increase the sample size.
3. Chances of conditions like the respondents may not have used their wisdom in answering
questions.
2.8 Research tools :-
The data collected have been organized and presented in the form of table, figure and diagrams and
analyzed by using the following appropriate statistical tools:
• mode
• medium
• Mean
Simple percentage method :-The data is analyzed and interpreted with the help of mathematical
methods. Simple percentage method is used in analyzing’ the data.
Simple percentage = No. of respondents /total no. of respondents *100
2.9-Limitations of study
1. People did not cooperate for survey work easily and chances of biased information by
respondents are there.
2. Research work was limited to only 32 respondents whereas in reality the sample universe is too
big hence statistical data might change if we further increase the sample size.
3. Chances of conditions like the respondents may not have used their wisdom in answering
questions.
52
4. People think that filling of questionnaire is wastage of time.
5. The accuracy of data is doubtful as many of respondents were ignorant and hesitant towards
their response.
2.10 software :- In this study google form used for survey and MS word is used for marking this
project
4. People think that filling of questionnaire is wastage of time.
5. The accuracy of data is doubtful as many of respondents were ignorant and hesitant towards
their response.
2.10 software :- In this study google form used for survey and MS word is used for marking this
project
53
Chapter-3
DATA ANALYSIS & INTERPRETATION
3.1. Introduction:
Analysis of data is a process or inspecting. Cleaning, transforming and modeling data with the goal of
discovering useful information, suggesting conclusions, and supporting decision-making. Data
interpretation is the study of observations for responding to a query. The common tools used for data
interpretation are electronic spreadsheets which are capable of sorting, graphing and searching data. In
this chapter we are discussing the data that has been collected its analysis and interpretation
2 TYPES AND SOURCE OF DATA: -
• Data will be collected from both the sources primary source as well as secondary sources.
• Secondary data the secondary data will be gathered from internet, newspaper, catalogues and
broachers and magazines
Chapter-3
DATA ANALYSIS & INTERPRETATION
3.1. Introduction:
Analysis of data is a process or inspecting. Cleaning, transforming and modeling data with the goal of
discovering useful information, suggesting conclusions, and supporting decision-making. Data
interpretation is the study of observations for responding to a query. The common tools used for data
interpretation are electronic spreadsheets which are capable of sorting, graphing and searching data. In
this chapter we are discussing the data that has been collected its analysis and interpretation
2 TYPES AND SOURCE OF DATA: -
• Data will be collected from both the sources primary source as well as secondary sources.
• Secondary data the secondary data will be gathered from internet, newspaper, catalogues and
broachers and magazines
54
3.2Data analysis
The data of score of features and some of brand perception was fed in to the excel sheet. Separate Excel
sheets were employed for analysis of each brand and also to keep it concise and unambiguous. For data
analysis use many types of charts: Pie chart: This is very useful diagram to represent data, which are
divided into a number of categories. This diagram consists of a circle of divided into a number of
sectors, which are proportional to the values they represent. The total value is represented by the full
create. The diagram bar chart can make comparison among the various components or between a part
and a whole of data. • Bar chart. This is another way of representing data graphically. As the name
implies, it consists of a number of whispered bars, which originate from a common base line and are
equal widths. The lengths of the bards are proportional to the value they represent.
3.2Data analysis
The data of score of features and some of brand perception was fed in to the excel sheet. Separate Excel
sheets were employed for analysis of each brand and also to keep it concise and unambiguous. For data
analysis use many types of charts: Pie chart: This is very useful diagram to represent data, which are
divided into a number of categories. This diagram consists of a circle of divided into a number of
sectors, which are proportional to the values they represent. The total value is represented by the full
create. The diagram bar chart can make comparison among the various components or between a part
and a whole of data. • Bar chart. This is another way of representing data graphically. As the name
implies, it consists of a number of whispered bars, which originate from a common base line and are
equal widths. The lengths of the bards are proportional to the value they represent.
55
Demographic profile
The survey targeted 32 customers, out of which main focus on the youth and age group of mainly
20-30 years in which these include students, professionals and others. it is evidenced from graph
37% of respondents belong to Male category and 63% of respondents belong to the female category.
Therefore, majority of the respondents belong to the male category.
Total customer = 32
Gender Male Female
No of people 13 21
Demographic profile
The survey targeted 32 customers, out of which main focus on the youth and age group of mainly
20-30 years in which these include students, professionals and others. it is evidenced from graph
37% of respondents belong to Male category and 63% of respondents belong to the female category.
Therefore, majority of the respondents belong to the male category.
Total customer = 32
Gender Male Female
No of people 13 21
56
Occupation:
Total customer = 32
Occupation Business Students Self employed others
NO. of
respondents
0 23 0 1
Analysis and Interpretation: In my survey I found that students were more preferred reliance
JIO product as compared to officials retired person others as the data says their students, officials,
retired, other type of people in which most of people in others. 96% of respondents belong to students
category.4% of respondents are 0%, and 1% belong to others category. self-employed customer has
0%.
Occupation:
Total customer = 32
Occupation Business Students Self employed others
NO. of
respondents
0 23 0 1
Analysis and Interpretation: In my survey I found that students were more preferred reliance
JIO product as compared to officials retired person others as the data says their students, officials,
retired, other type of people in which most of people in others. 96% of respondents belong to students
category.4% of respondents are 0%, and 1% belong to others category. self-employed customer has
0%.
57
AGE:-
AGE 15-20 20-25 25-30 30-35
No. of
respondent
1 27 5 0
Analysis and Interpretation :- In study found that 84.4% of respondents are belong to 20-25
age that mean reliance JIO products popular among young generation . 12% respondents are belonge
to 25-30 age category.
AGE:-
AGE 15-20 20-25 25-30 30-35
No. of
respondent
1 27 5 0
Analysis and Interpretation :- In study found that 84.4% of respondents are belong to 20-25
age that mean reliance JIO products popular among young generation . 12% respondents are belonge
to 25-30 age category.
58
1. Are you aware of Reliance JIO products ?
Total customer =30
options Yes No
No of respondents 32 0
Analysis and Interpretation: In the study I found that 100% of respondent are aware of reliance
JIO products so we say that reliance JIO product awareness level is high.
Source: Primary data
1. Are you aware of Reliance JIO products ?
Total customer =30
options Yes No
No of respondents 32 0
Analysis and Interpretation: In the study I found that 100% of respondent are aware of reliance
JIO products so we say that reliance JIO product awareness level is high.
Source: Primary data
59
2. Have you heard of the about brand name before ?
Total customer =32
Options Yes No
NO. of responds 7 16
Analysis and Interpretation: - In the study I found that mostly customer have good perception
towards reliance JIO product. 96.9% of respondents are heard about reliance JIO products good
perception about they are aware about . 4% of respondents are belong those who are not aware of
reliance JIO products that mean most of people aware of reliance product because of good marketing
strategy.
2. Have you heard of the about brand name before ?
Total customer =32
Options Yes No
NO. of responds 7 16
Analysis and Interpretation: - In the study I found that mostly customer have good perception
towards reliance JIO product. 96.9% of respondents are heard about reliance JIO products good
perception about they are aware about . 4% of respondents are belong those who are not aware of
reliance JIO products that mean most of people aware of reliance product because of good marketing
strategy.
60
4. What is awareness level of reliance JIO ?
Total customers =32
Options Fully Aware Aware Little bit aware Not aware
NO. of responds 5 16 8 1
Analysis and Interpretation: - In study found that 40% of respondents are fully aware of
reliance JIO products . 53% of respondents are not fully aware but they have some aware regarding
reliance JIO products. 7% people have little bit awareness regarding reliance products.
4. What is awareness level of reliance JIO ?
Total customers =32
Options Fully Aware Aware Little bit aware Not aware
NO. of responds 5 16 8 1
Analysis and Interpretation: - In study found that 40% of respondents are fully aware of
reliance JIO products . 53% of respondents are not fully aware but they have some aware regarding
reliance JIO products. 7% people have little bit awareness regarding reliance products.
61
5. How quick management is responding against any complaints?
Total customers =32
Option Just ignoring Not taking
seriously
Neutral Taking
seriously
Just Ignoring
Just
ignoring
No. of
respondent
1 8 15 4 4
Analysis and Interpretation: - In study found that 48% of respondent are getting neutral
resonance that mean reliance JIO CRM not respond quickly . in survey found that 26% of respondent
says that reliance JIO CRM not respond againt there complaint.
5. How quick management is responding against any complaints?
Total customers =32
Option Just ignoring Not taking
seriously
Neutral Taking
seriously
Just Ignoring
Just
ignoring
No. of
respondent
1 8 15 4 4
Analysis and Interpretation: - In study found that 48% of respondent are getting neutral
resonance that mean reliance JIO CRM not respond quickly . in survey found that 26% of respondent
says that reliance JIO CRM not respond againt there complaint.
62
5.since how long you are using reliance JIO services?
Options 1 month 2-3 month 3-4 month More than 1
year
NO of
respondent
3 3 2 25
Analysis and interpretation :- From the data surveyed and collected, 32 of the population states
that Reliance JIO is pretty good in its services which comprises of 20 people. And 9% population states
that they have been using Reliance JIO services for one month. Where,9.4% of population states that
they have been using reliance JIO for 2-3 month.7% of population states that they have been using
reliance JIO for 3-4 month. And 75% of population states that they have been using reliance JIO for
more than a year. Since this data is confined to a limited number of people, the survey results are
confined to them and to the survey of the entire country. This question was asked to know about the
satisfaction of customers regarding how long they were using services of Reliance JIO. And since we
all know that JIO provides many services to its customers majority of people were satisfied with its
services and since connectivity has a major issue people sometimes find its services are average and
could be updated to something better in terms of connectivity.
5.since how long you are using reliance JIO services?
Options 1 month 2-3 month 3-4 month More than 1
year
NO of
respondent
3 3 2 25
Analysis and interpretation :- From the data surveyed and collected, 32 of the population states
that Reliance JIO is pretty good in its services which comprises of 20 people. And 9% population states
that they have been using Reliance JIO services for one month. Where,9.4% of population states that
they have been using reliance JIO for 2-3 month.7% of population states that they have been using
reliance JIO for 3-4 month. And 75% of population states that they have been using reliance JIO for
more than a year. Since this data is confined to a limited number of people, the survey results are
confined to them and to the survey of the entire country. This question was asked to know about the
satisfaction of customers regarding how long they were using services of Reliance JIO. And since we
all know that JIO provides many services to its customers majority of people were satisfied with its
services and since connectivity has a major issue people sometimes find its services are average and
could be updated to something better in terms of connectivity.
63
6. Time Took in Normal services of reliance JIO products ?
Total customers =32
options Very delayed At Time Neutral Before Time
No of
respondent
5 15 13 1
Analysis and Interpretation: - In study is found that 40% of respondents are demand to
improve in design. 26.7% of respondents are demand to improve service within time and 20% of
respondent are demand to less labor charge. 13.3% of respondents are demand to improve response
time of customer service.
6. Time Took in Normal services of reliance JIO products ?
Total customers =32
options Very delayed At Time Neutral Before Time
No of
respondent
5 15 13 1
Analysis and Interpretation: - In study is found that 40% of respondents are demand to
improve in design. 26.7% of respondents are demand to improve service within time and 20% of
respondent are demand to less labor charge. 13.3% of respondents are demand to improve response
time of customer service.
64
7.Do you think reliance JIO is worth their price ?
Total customers =32
Options Strongly
disagree
Disagree Neutral Agree Strongly
agree
NO of
respondent
2 6 5 18 3
Analysis and Interpretation: - In study found that 54% of respondent are agree reliance JIO
worth there price that mean reliance JIO provide affordable product at reasonable cost.9% of
respondent are strongly agree that reliance JIO worth their price. Rest respondent have neutral and
disagree with reliance JIO is worth their price. Hence majority of people satisfy with price of JIO
product.
7.Do you think reliance JIO is worth their price ?
Total customers =32
Options Strongly
disagree
Disagree Neutral Agree Strongly
agree
NO of
respondent
2 6 5 18 3
Analysis and Interpretation: - In study found that 54% of respondent are agree reliance JIO
worth there price that mean reliance JIO provide affordable product at reasonable cost.9% of
respondent are strongly agree that reliance JIO worth their price. Rest respondent have neutral and
disagree with reliance JIO is worth their price. Hence majority of people satisfy with price of JIO
product.
65
8.Do you think price of reliance JIO product in attractive than other
competitors ?
Total customers =32
Options Yes No Maybe
No. of
respondent
15 4 1
Analysis and Interpretation: - 47% of respondents are feel reliance JIO products price is more
attractive than other competitors . 29.4% of respondents are good thing associate with innovative
features. It is found in above graph that mainly respondents are telling that reliance JIO product are
value of money.
8.Do you think price of reliance JIO product in attractive than other
competitors ?
Total customers =32
Options Yes No Maybe
No. of
respondent
15 4 1
Analysis and Interpretation: - 47% of respondents are feel reliance JIO products price is more
attractive than other competitors . 29.4% of respondents are good thing associate with innovative
features. It is found in above graph that mainly respondents are telling that reliance JIO product are
value of money.
66
9. Which problems do you think you are facing while using reliance JIO ?
Total customers =32
Options Network Voice call
failure
Traffic
plan
Buy JIO
apps
Others
problem
No. of
respondent
14 9 6 6 1
Analysis and interpretation: - 42% of respondents are facing network problem that mean reliance
should improve network connectivity. Only 22% respondents were face voice call failure . due to voice
call failure customer pay voice call charge which is not fair as per TRAI rule. 10% respondent are not
find traffic plan as per requirement. Hence majority of customer want improvement in network
services.
9. Which problems do you think you are facing while using reliance JIO ?
Total customers =32
Options Network Voice call
failure
Traffic
plan
Buy JIO
apps
Others
problem
No. of
respondent
14 9 6 6 1
Analysis and interpretation: - 42% of respondents are facing network problem that mean reliance
should improve network connectivity. Only 22% respondents were face voice call failure . due to voice
call failure customer pay voice call charge which is not fair as per TRAI rule. 10% respondent are not
find traffic plan as per requirement. Hence majority of customer want improvement in network
services.
67
10.Are you satisfy quality of JIO data plan ??
Total customers =32
options Yes NO JIO should
improve speed
NO of respondent 4 18 7
Analysis and interpretation: - The above shows that 48% of respondents are satisfied with
quality of reliance JIO data pack speed and continuous connectivity . 32.3% of respondents are
moderate level of satisfaction. only 16.1% of respondents are still in respondent are dissatisfied.
Hence majority of customer are satisfied by the quality of reliance JIO data plan.
10.Are you satisfy quality of JIO data plan ??
Total customers =32
options Yes NO JIO should
improve speed
NO of respondent 4 18 7
Analysis and interpretation: - The above shows that 48% of respondents are satisfied with
quality of reliance JIO data pack speed and continuous connectivity . 32.3% of respondents are
moderate level of satisfaction. only 16.1% of respondents are still in respondent are dissatisfied.
Hence majority of customer are satisfied by the quality of reliance JIO data plan.
68
11. Are you satisfy quality of network reliance JIO ?
Total customers =32
Options Yes No Maybe
No. of respondent 18 14 7
Analysis and interpretation: - The above shows that 51% of respondents are satisfy with
quality of Network. 40% of respondents are not satisfy with quality of network reliance JIO. Hence
majority of customer are satisfied by the network.
11. Are you satisfy quality of network reliance JIO ?
Total customers =32
Options Yes No Maybe
No. of respondent 18 14 7
Analysis and interpretation: - The above shows that 51% of respondents are satisfy with
quality of Network. 40% of respondents are not satisfy with quality of network reliance JIO. Hence
majority of customer are satisfied by the network.
69
12.which factor do you consider while selecting reliance JIO products?
Total customers = 32-
options Connectivity
of network
Price Data
plan
Schemes 4G
service
WI-FI
No. of
respondent
7 1 13 2 10 1
Analysis and interpretation: - In study found that 34%of respondents are buy reliance JIO
service because they provided 4G service. 40% of respondents are buy reliance JIO they provided high
speed data plan. Only 10% respondent chose services and price . Hence majority of customer
are consider data plan and 4g services while buying reliance JIO product.
12.which factor do you consider while selecting reliance JIO products?
Total customers = 32-
options Connectivity
of network
Price Data
plan
Schemes 4G
service
WI-FI
No. of
respondent
7 1 13 2 10 1
Analysis and interpretation: - In study found that 34%of respondents are buy reliance JIO
service because they provided 4G service. 40% of respondents are buy reliance JIO they provided high
speed data plan. Only 10% respondent chose services and price . Hence majority of customer
are consider data plan and 4g services while buying reliance JIO product.
70
13. Are you satisfy WITH VOICE QUALITY OF JIO NETWORK?
Total customers =32
Options Yes no MAY BE
NO. of respondent 25 7 2
Analysis and interpretation: - It is clear that the above table 73% of respondent are
satisfy with voice quality of reliance JIO network. 20% of respondents are not satisfy voice
quality of reliance JIO so that reliance JIO should their voice quality of call.
13. Are you satisfy WITH VOICE QUALITY OF JIO NETWORK?
Total customers =32
Options Yes no MAY BE
NO. of respondent 25 7 2
Analysis and interpretation: - It is clear that the above table 73% of respondent are
satisfy with voice quality of reliance JIO network. 20% of respondents are not satisfy voice
quality of reliance JIO so that reliance JIO should their voice quality of call.
71
14. what is distance of reliance JIO store from your location ??
Total customers = 32
Options 2KM 5KM 7KM NOT
AVAILABLE
No of respondent 5 4 15 1
Analysis and interpretation: - from the pie chart show that 29% customer have convenient store
2km from their location. 23% of customer convenient store within 5km from their location and 26%
of customer have convenient location within 7km from their location. 26% of respondent don’t have
location from their location , hence majority of customer easily reach out reliance JIO store and buy
their product, solve their problem.
14. what is distance of reliance JIO store from your location ??
Total customers = 32
Options 2KM 5KM 7KM NOT
AVAILABLE
No of respondent 5 4 15 1
Analysis and interpretation: - from the pie chart show that 29% customer have convenient store
2km from their location. 23% of customer convenient store within 5km from their location and 26%
of customer have convenient location within 7km from their location. 26% of respondent don’t have
location from their location , hence majority of customer easily reach out reliance JIO store and buy
their product, solve their problem.
72
15. would you like to recommend JIO to others ?
Options YES NO MAY BE
No. of
Respondents
16 7 11
Analysis and Interpretation: - in study found that 47% of customer recommend reliance JIO
product to others person that mean they are satisfy of reliance JIO product. 20% of customer don’t
recommend reliance JIO product . hence majority of exist customer satisfy with reliance JIO product.
15. would you like to recommend JIO to others ?
Options YES NO MAY BE
No. of
Respondents
16 7 11
Analysis and Interpretation: - in study found that 47% of customer recommend reliance JIO
product to others person that mean they are satisfy of reliance JIO product. 20% of customer don’t
recommend reliance JIO product . hence majority of exist customer satisfy with reliance JIO product.
73
16. where you get source of information about reliance JIO ?
Options Newspaper Friend, family
or college
Online
Search/ Social
Media
I Haven’t
Heard yet
No. of
respondents
4 14 15 0
Analysis and interpretation: - In study found that 41% of respondents are getting information
about from friend, family or college that mean reliance JIO products famous by mouth to mouth
marketing.44% of respondent get information from social media and rest respondent are get
information from newspaper. Hence reliance JIO company successful in social media marketing
rather than other platform.
16. where you get source of information about reliance JIO ?
Options Newspaper Friend, family
or college
Online
Search/ Social
Media
I Haven’t
Heard yet
No. of
respondents
4 14 15 0
Analysis and interpretation: - In study found that 41% of respondents are getting information
about from friend, family or college that mean reliance JIO products famous by mouth to mouth
marketing.44% of respondent get information from social media and rest respondent are get
information from newspaper. Hence reliance JIO company successful in social media marketing
rather than other platform.
74
17. How much time take to activation services of reliance JIO ?
options Within 2 hours Within 1 day Within 2 days Within 1 week
No. of
respondents
13 13 4 2
Analysis and interpretation: -in study found that reliance JIO sim started there activation
services within 2 hours that statement support by 40% of customer . 40% of customer said that there
reliance JIO sim activation start within 1 days and 12% of customer services start within 2 days. 8%
of customer wait 1 week for activation for their services. Hence overall reliance JIO sim and war fi
activation services are fast .
17. How much time take to activation services of reliance JIO ?
options Within 2 hours Within 1 day Within 2 days Within 1 week
No. of
respondents
13 13 4 2
Analysis and interpretation: -in study found that reliance JIO sim started there activation
services within 2 hours that statement support by 40% of customer . 40% of customer said that there
reliance JIO sim activation start within 1 days and 12% of customer services start within 2 days. 8%
of customer wait 1 week for activation for their services. Hence overall reliance JIO sim and war fi
activation services are fast .
75
19.what should be improved in reliance JIO ?
Options Improve in
network
coverage
Remove
calling
congestion
Update
android apps
others
No. of
respondent
19 7 5 3
Analysis and interpretation :- According to the survey, the question was asked that what
services should be improved by the reliance JIO.22% of the population states that network coverage
should be improved which include 40 of the people.13% of the population states that they should
remove calling congestion. Whereas,59% of the population states that they should upgrade in the
android version. And 6% of population think they should improvise the other services. since this data
is confined to a limited number of people, the survey results are confined to them and to the survey of
the entire country.
19.what should be improved in reliance JIO ?
Options Improve in
network
coverage
Remove
calling
congestion
Update
android apps
others
No. of
respondent
19 7 5 3
Analysis and interpretation :- According to the survey, the question was asked that what
services should be improved by the reliance JIO.22% of the population states that network coverage
should be improved which include 40 of the people.13% of the population states that they should
remove calling congestion. Whereas,59% of the population states that they should upgrade in the
android version. And 6% of population think they should improvise the other services. since this data
is confined to a limited number of people, the survey results are confined to them and to the survey of
the entire country.
76
Finding
1. It is understand from the survey that 25% respondents are male and 25% respondents are female.
2. Majority of the respondent’s age group are below 25 years to 35.04%.
3. 80% of respondents are graduates.
4. 90% of respondents are Students.
5. Majority of the respondents (29.27%) are salaried monthly income of Rs.15000 - 20000.
6. 35.90% of the respondents feel satisfaction of advertisement.
7. 41.02% of the respondents are feeling satisfied
8. 44.66% of the respondents are fully aware of Reliance JIO
9. Majority of the respondents come under unlimited data service to 30.56%.
10. Most of the respondents feel network coverage to 53.20%.
12. It is clearly understand that majority of the respondents (64%) are suggesting to improve the
network coverage of JIO.
13. It is disclosed that most of the respondents (46.00%) are aware of JIO through mouth publicity.
Finding
1. It is understand from the survey that 25% respondents are male and 25% respondents are female.
2. Majority of the respondent’s age group are below 25 years to 35.04%.
3. 80% of respondents are graduates.
4. 90% of respondents are Students.
5. Majority of the respondents (29.27%) are salaried monthly income of Rs.15000 - 20000.
6. 35.90% of the respondents feel satisfaction of advertisement.
7. 41.02% of the respondents are feeling satisfied
8. 44.66% of the respondents are fully aware of Reliance JIO
9. Majority of the respondents come under unlimited data service to 30.56%.
10. Most of the respondents feel network coverage to 53.20%.
12. It is clearly understand that majority of the respondents (64%) are suggesting to improve the
network coverage of JIO.
13. It is disclosed that most of the respondents (46.00%) are aware of JIO through mouth publicity.
77
Suggestion
❖ Try to improve network facilities. No network coverage on border areas and high altitude areas
so provide more tower network connections.
❖ Try to continue the offers provided in the initial stage of introduction
❖ Spread out awareness about JIO in deep routed rural areas.
❖ Remove the problem of calling congestion and call drop.
❖ Customers expect low cost Reliance phone.
❖ Reliance JIO’s frequent update innovation technology when it’s required.
❖ drastically in many places. The Reliance JIO sim users are expecting high speed. So increasing
network speed to great extent. It would be better.
Suggestion
❖ Try to improve network facilities. No network coverage on border areas and high altitude areas
so provide more tower network connections.
❖ Try to continue the offers provided in the initial stage of introduction
❖ Spread out awareness about JIO in deep routed rural areas.
❖ Remove the problem of calling congestion and call drop.
❖ Customers expect low cost Reliance phone.
❖ Reliance JIO’s frequent update innovation technology when it’s required.
❖ drastically in many places. The Reliance JIO sim users are expecting high speed. So increasing
network speed to great extent. It would be better.
78
Conclusion
In today’s competitive business, Customers are considered as the backbone of the company. Customer
service, like any aspect of business, is a practiced art that takes time and effort to master. Treating the
customers like friends is the best way to attract them and make then always come back. The level of
satisfaction can also vary depending on other options and customer. Customer satisfaction research
will have to help businesses build stronger relationships. This research study on “customer satisfaction
towards Reliance JIO sim with special reference to Sagar district” is found that there is a significant
relationship between income and satisfaction and there is no significant relationship between age and
awareness level. Reliance JIO has become a very successful brand in India and providing customer
satisfaction is their main objective. It provides unlimited free calling and data services and SMS.
Reliance JIO’s free introducing offer created lot of radical and unexpected changes in consumer’s
behaviors and competitor’s strategies. It affected the equilibrium in the telecom industry and many of
the rivals resorted to mergers and acquisitions in Indian mobile network providers. The study was an
attempt to measure the level of customer satisfaction with Reliance JIO. The study found out that most
of the respondents are satisfied with JIO services and they recommended the company to improve their
network coverage and to wipe out the calling congestion. Reliance JIO is capturing the wide area of
Indian markets increasingly day by day. Hence these statistics imply a bright future to the company. It
can be said that in near future, the company will be booming in the telecom industry.
Conclusion
In today’s competitive business, Customers are considered as the backbone of the company. Customer
service, like any aspect of business, is a practiced art that takes time and effort to master. Treating the
customers like friends is the best way to attract them and make then always come back. The level of
satisfaction can also vary depending on other options and customer. Customer satisfaction research
will have to help businesses build stronger relationships. This research study on “customer satisfaction
towards Reliance JIO sim with special reference to Sagar district” is found that there is a significant
relationship between income and satisfaction and there is no significant relationship between age and
awareness level. Reliance JIO has become a very successful brand in India and providing customer
satisfaction is their main objective. It provides unlimited free calling and data services and SMS.
Reliance JIO’s free introducing offer created lot of radical and unexpected changes in consumer’s
behaviors and competitor’s strategies. It affected the equilibrium in the telecom industry and many of
the rivals resorted to mergers and acquisitions in Indian mobile network providers. The study was an
attempt to measure the level of customer satisfaction with Reliance JIO. The study found out that most
of the respondents are satisfied with JIO services and they recommended the company to improve their
network coverage and to wipe out the calling congestion. Reliance JIO is capturing the wide area of
Indian markets increasingly day by day. Hence these statistics imply a bright future to the company. It
can be said that in near future, the company will be booming in the telecom industry.
79
Chapter -5 : Reference
BOOK
➢ Kotler Philip (1999) Marketing Management, Tata McGraw Hill publishing
company, New Delhi
➢ Yp Singh, Effective Marketing Management Vision publishing house 2012
edition.
Website
➢ www. https://egyankosh.ac.in/ IGNOU ONLINE publication
➢ www.nptel.in IIT online platform
➢ www.autindia.com
Chapter -5 : Reference
BOOK
➢ Kotler Philip (1999) Marketing Management, Tata McGraw Hill publishing
company, New Delhi
➢ Yp Singh, Effective Marketing Management Vision publishing house 2012
edition.
Website
➢ www. https://egyankosh.ac.in/ IGNOU ONLINE publication
➢ www.nptel.in IIT online platform
➢ www.autindia.com
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