Customer satisfaction towards reliance jio project

1. 1. 1 A SUMMER TRAINING PROJECT REPORT ON “CUSTOMER SATISFACTION

TOWARDS RELIANCE JIO” SUBMITTED IN THE PARTIAL FULFILMENT FOR THE
REQUIREMENT OF THE AWARD OF DEGREE OF MASTER OF BUSINESS
ADMINISTRATION (MBA) (2015-2017) INSTITUTE OF MANAGEMENT & RESEARCH
8th MILESTONE, DELHI-MEERUT ROAD, DUHAI, GHAZIABAD Under the Guidance of:
Submitted By: Dr. Anandita Tyagi Rajan Darlami (Faculty of Managementdept.)
1503970039
2. 2. 2 STUDENT DECLARATION This is to declare that this Summer Training Project
report on “Customer satisfaction towards Reliance Jio” is a record of genuine work done
by me under the guidance of Dr. .ANANDITA TYAGI. Faculty of management in IMR, gzb
in the partial fulfillment of the requirement for Master of Business Administration. I
declare that this Summer Training project report is original and not submitted to any other
university before. Signature of the Student: Student’s Name : Rajan Darlami Roll No. :
1503970039
3. 3. 3 ACKNOWLEDGEMENT while conducting this report, I got support in many ways
from many people. First, I am deeply grateful to my project guide, Mr. Shekhar Chauhan
(Jio Centre Manager) Reliance Jio Infocomm Ltd., Muradnagar, GHAZIABAD who helped
me with full devotion and always supported me earnestly whenever it was needed.
Without his guidance, mental & moral support and academic inputs this report was not
possible. This Training report could never have seen the light of the day without his co-
operation of those Clients who participated in this. I am thankful to all of them for giving
me their valuable time. I am also thankful to Project Coordinator Dr. Anandita Tyagi
(Faculty of IMR) for overall guidance and help. My friends have been biggest support for
me at every juncture of life. They manifested their great interest in my research work also
and always tried to make things easy for me. A word of gratitude goes to my family
members whose love; affection and understanding have enabled me to complete this
endeavour with ease. At the end, I thank to Almighty for giving me courage and strength
to conduct this project report. ( RAJAN DARLAMI )
4. 4. 4 PREFACE Master of Business Administration (M.B.A.) programme is one of the
most reputed professional courses in the field of management. This course includes both
theory and its applications as per contents of its curriculum.Summer Training project
report is an integral part of Master of Business Administration programmed of Institute of
Management and Research. It gives exposure to our practical knowledge and also to get
interact with the various aspects of present market conditions. Each student is required to
undergo practical training, after the completion of second semester examination. The
Training project programmers are designed to give the managers the future of the
corporate happenings and work culture. The real life situation is really different from the
stimulated exercise enacted in an artificial environment inside. The Training project
programmers are designed, so that the managers or tomorrow do not feel when the time
comes to take responsibilities. The Training project report presented here is a result of
my hard work. This project helps me to learn about of working in Telecom Sector.
5. 5. 5 TABLE OF CONTENTS S.No. Description Page No. A Student Declaration B
Acknowledgement C Preface D Executive Summary 1. Introduction of the topic 8-10 2.
Industry profile 11-19 3. Company profile 20-42 4. Literature review 43-47 5. Introduction
to the problem 48-52 6. Scope of the study 53-54 7. Objective of the study 55-56 9.
Research methodology 57-60 10. Data analysis and Data presentation 61-79 11.
Findings 80-81 12. Limitation 82-83 13. Conclusion 84-85 14. Suggestions 86-87 15.
Bibliography 88-89 16. Annexure 90-94
6. 6. 6 EXCEUTIVE SUMMARY
7. 7. Colleges To capture all the details of the building. The variables are involved in this
project 1. Area 2. Address 3. Building Name 4. Number of Floors 5. Type (commercial,
residential, both, Hotel, Hospital) 6. Latitude Hotels  Hospitals  Shopping malls  All
G+5 (ground floor +five floors) and above buildings 7 EXECUTIVE SUMMARY This
Summer Training project report is based on telecom sector as the telecom sector is
growing at a very good pace. This project titled on “Customer Satisfaction Towards
 Reliance JIO” is being conducted to identify factors and provide revolutionary 4G LTE
coverage and high speed Wi-Fi services of Reliance JIO at all parts of Muradnagar city.
RJIL (Reliance Jio Infocomm Ltd.) has successfully demonstrated legal interception and
monitoring rules compliance of its 4G network for high speed wireless internet, phone
calls, video and messaging service across country. To identify all the below buildings in
work scope area and establish contacts with the building owner/association and explain
them the benefits of high speed internet and 4G connectivity. &Longitude {By using
Smart phone app} 7. Number of Home passes
8. 8. 8 INTRODUCTION OF THE TOPIC
9. 9. 9 After the globalization of India economy in 1991 the telecommunication sector
remained one of the most happening sectors in India. The recent years witnesses rapid
and dramatic changes in the field of telecommunications. In the last few years more and
more companies both foreign, domestic, come into cellular service, service market and
offers large number of services to the people. A consumer may be referred to anyone
engaged in evaluating, acquiring, using or disposing of services which he expects will
satisfy his wants. If any producer makes out the marketing programmer ignoring the
consumer preferences, he cannot possibly achieve his ultimate objectives. A
manufacturer must plan his production and distribution to suit the consumer’s
convenience rather than his own. Therefore a marketer must know more and more about
the consumers, so that the products can be produced in such a fashion to give
satisfaction to them. In the year of 1989, the number of cell phone users in India was
zero. In the year of 1999 the number of cell phone users has gone up by 13 lakh. In the
year of 2000 the number of cell phone users has risen by one million. Indian telecom
sector added a staggering 227.27 million wireless mobile users in the 12 months
between March 2010 and March 2011, while the overall teledensity has increased to
81.82% as of 30 November 2015, and the total numbers of telephone phone users
(mobile & landline) have reached 1009.46 million as of May,2015.Now currently
telephone subscriber (mobile & landline) is 1058.01 million (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.
10. 10. 10 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
increases in both sales and customer satisfaction. The new concept will be rolled out
globally over the next upcoming years.
11. 11. 11 INDUSTRY PROFILE
12. 12. 12 INDUSTRY PROFILE India has a fast-growing mobile services market with
excellent potential for the future. With almost five million subscribers amassed in less
than two years of operation, India's growth tempo has far exceeded that of numerous
other markets, such as China and Thailand, which have taken more than five years to
reach the figures India currently holds. The number of mobile phone subscribers in the
country would exceed 50 million by 2010 and cross 300 million by 2016, according to
Cellular Operators Association of India (COAI). According to recent strategic research by
Frost & Sullivan, Indian Cellular Services Market, such growth rates can be greatly
attributed to the drastically falling price of mobile handsets, with price playing a
fundamental role in Indian subscriber requirements. Subscribers in certain regions can
acquire the handset at almost no cost, thanks to the mass-market stage these
technologies have reached internationally. The Indian consumer can buy a handset for
$150 or less. This should lead to increased subscribership. This market is growing at an
extremely fast pace and so is the competition between the mobile service providers. With
the presence of a number of mobile telephony services providers including market
leaders like Airtel, Reliance, Idea Cellular, BSNL etc. who are providing either of the two
network technologies such as Global System for Mobile Communications (GSM) and
 Code Division Multiple Access (CDMA). In cellular service there are two main competing
network technologies: Global System for Mobile Communications (GSM) and Code
Division Multiple Access (CDMA). Understanding the difference between GSM and
CDMA will allow the user to choose the preferable network technology for his needs.
Global System for Mobile Communication (GSM) is a new digital technology developed
by the European community to create a common mobile standard around the world. It
helps you achieve higher sell capacity and better speech quality and one can enjoy
crystal clear reception on ones mobile phone. It automatically solves the problem of
eavesdropping on ones calls. Before analyzing the telecom licensing framework in India,
it is imperative that one must examine what is a license. License issued by the
government is an authority, given to a person upon certain conditions to do something
which would have been illegal or wrongful otherwise.
13. 13. 13 For example, a driver’s license issued by the government, gives the authority to a
person to drive a motor vehicle. There are three main types of license fee which the
government charges: (I) initial license fee, which generally is non-refundable, (ii) annual
license fee, and (iii) additional fee for allocation of spectrum. Licensing framework has
been an integral part of India’s telecommunication law. Under the Indian Telegraph Act,
1885, section 4 gives power to the government to grant license to any person to
establish, maintain or use a telegraph. Code Division Multiple Access (CDMA) describes
a communication channel access principle that employs spread spectrum technology and
a special coding scheme (where each transmitter is assigned a code). It is a spread
spectrum signaling, since the modulated coded signal has a much higher bandwidth than
the data being communicated. CDMA is the current name for mobile technology and is
characterized by high capacity and small cell radius. It has been used in many
communication and navigation systems, including the Global Positioning System and the
omnitracs satellite system for transportation logistics. Indian mobile telephony market is
increasing day by day and there is more to happen with technological up gradations
occurring nearly every day and the ever-increasing demand for easier and faster
connectivity, the mobile telephony market is expected to race ahead.
14. 14. To protect the defence and security interests of the nation. The policy also
announced a series of specific targets to be achieved by 1997 and further recognized
that to achieve these targets the private sector association and investment would be
required to bridge the resource gap. Thus, to meet the telecom needs of the nation and
to achieve international comparable standards, the sector for manufacture of telecom
equipment had been progressively relicensed and the sub-sector for value-added
services was opened up to private investment (July 1992) for electronic mail, voice mail,
data services, audio text services, video text services, video conferencing, radio paging
and cellular mobile telephone. The private sector participation in the sector was carried
out in a phased manner. Initially the private sector was allowed in the value added
services, and thereafter, it was allowed in the fixed telephone services. Subsequently,
VSAT services were liberalized for private sector participation to provide data services to
closed user groups. To ensure that India emerges as a major manufacturing base and
major exporter of telecom equipment  To ensure world-class telecom services. Remove
consumer complaints, resolve disputes and encourage public interface and provide a
wide permissible range of services to meet the demand at reasonable prices  To
achieve universal service covering all villages, that is, enable all people to access certain
basic telecom services at affordable and reasonable prices  To ensure
telecommunication is within the reach of all, that is, to ensure availability of telephone on
demand as early as possible 14 NATIONAL TELECOM POLICY 1994 (NTP 1994):- The
National Telecom Policy was announced in 1994 which aimed at improving India's
competitiveness in the global market and provide a base for a rapid growth in exports.
This policy eventually facilitated the emergence of Internet services in India on the back
of established basic telephony communication network. This policy also paved way for
the entry of the private sector in telephone services. The main objectives of the policy
were:
15. 15. 15 Establishment of TRAI The entry of private players necessitated independent
regulation in the sector; therefore, the TRAI was established in 1997 to regulate telecom
 services, for fixation/revision of tariffs, and also to fulfil the commitments made when
India joined the World Trade Organization (WTO) in 1995. The establishment of TRAI
was a positive step as it separated the regulatory function from policy-making and
operation, which continued to be under the purview of the DoT2. The functions allotted to
the TRAI included: a. To recommend the need and timing for introduction of new service
provider b. To protect the interest of customers of telecom services c. To settle disputes
between service providers d. To recommend the terms and conditions of license to a
service provider e. To render advice to the Central government on matters relating to the
development of telecommunication technology and any other matter applicable to the
telecommunication industry in general.
16. 16. Provide a balance between provision of universal service to all uncovered areas,
including rural areas, and the provision Availability of affordable and effective
communication for citizens was at the core of the vision and goal of the new telecom
policy 16 NEW TELECOM POLICY 1999 (NTP 1999):- In recognition of the fact that the
entry of the private sector, which was envisaged during NTP- 94, was not satisfactory
and in response to the concerns of the private operators and investors about the viability
of their business due to non realization of targeted revenues the government decided to
come up with a new telecom policy. The most important milestone and instrument of
telecom reforms in India is the New Telecom Policy 1999 (NTP 99). The New Telecom
Policy, 1999 (NTP-99) was approved on 26th March 1999, to become effective from 1st
April 1999.Moreover, convergence of both markets and technologies required
realignment of the industry. To achieve India’s vision of becoming an IT superpower
along with developing a world class telecom infrastructure in the country, there was a
need to develop a new telecom policy framework. Accordingly, the NTP 1999 was framed
with the following objectives and targets: Providing a thrust to build world-class
manufacturing capabilities and also strengthen research and development efforts in the
country To bring about a competitive environment in both urban and rural areas by
providing equal opportunities and level playing field for all players  Convert PCOs,
wherever justified, into public telephone information centers having multimedia capability
such as ISDN services, remote database access, government and community
information systems etc.  To facilitate India’s journey to becoming an IT superpower by
creating a modern and efficient telecommunication infrastructure taking into account the
convergence of IT, media, telecom and consumer electronics  Encourage development
of telecommunication facilities in remote, hilly and tribal areas of the nation of high-level
services capable of meeting the needs of the economy
17. 17. BSNL is a 100% Central Government entity and employees with BSNL are entitled to
get salaries and perks as decided by Government of India and not by BSNL Also, with
the government intensifying its rural focus, only BSNL can turn into reality the next wave
of rural telecom penetration.  BSNL as a company is growing and showed annual
revenues of approximately $4.5 billion as of 2014. BSNL is serving more than 125 million
customers across the country and is catalyst in checking the price point for telecom
services.  BSNL is the market leader with a 67.7 per cent share followed by MTNL with
11.5 per cent market share. Next is Bharti Airtel at 10.9% followed by Tata and Reliance
at 5% and 4.1% respectively.  Encourage development of telecom in rural areas by
developing a suitable tariff structure so that it becomes more affordable and by also
making rural communication mandatory for all fixed service players and thus o Achieve a
rural tele density of 4% by 2010 and provide reliable transmission o media in all rural
areas. Players in the market  Make available, telephone on demand by 2002 and
achieve a tele density of 7% by 2005 and 15% by 2010  Enable Indian telecom
companies to become global players. In line with the above objectives, some of the
specific targets of the NTP 1999 were:  Protect the defense and security interests of the
country  Achieve efficiency and transparency in spectrum management 17
18. 18. However it is in the country’s booming mobile segment in which the major battles are
being fought. Three major private players – Bharti airtel, Reliance and Vodafone - with a
formidable 54% share of the market between them, lead a large field of mobile operators.
State-owned enterprises –BSNL and MTNL – have also been making their presence felt
 with a combined market share of 12%. The tide has turned for the telecom sector in
India, as growth and profitability has accelerated in recent times. Tower companies are
reaping benefits of a turnaround in the sector as operators have started investing in
networks to boost data penetration.  Tata Teleservices plans to set up nearly 4,000 wi-fi
hotspots in nine cities across the country in the next two years. Booming sectors 
BlackBerry plans to set up enterprise solutions centres to educate corporate customers
about various BlackBerry Enterprise Service (BES) 10 solutions. "India is one of the
fastest growing markets in terms of smartphone and mobile data adoption,” said
according to Sunil Lalvani, Managing Director (MD), BlackBerry India.  “Vodafone is
investing nearly US$ 3 billion over the next two years in India in expanding its network
infrastructure and distribution channel in the country,” as per Vittorio Colao, CEO,
Vodafone Plc.  However both, MTNL and BSNL are plagued by declining revenues
coupled with high costs. BSNL has massive infrastructure, manpower, systems, and 80
per cent of landlines and 90 per cent of broadband connections in India are operated by
it. 18
19. 19. According to Craig Wigginton, vice chairman and U.S. Telecommunications leader,
Deloitte19 A look ahead & What does this mean for players in the sector? Carriers will
continue to pursue technological advancements to handle demand, including offloading
some mobile bandwidth needs to Wi-Fi, which is proving an effective complement to
mobile networks. At the same time, long-term spectrum availability, spectrum efficiency,
small cells and continued backhaul improvements are likely to be a key focus to assure
continued mobile broadband momentum The ongoing expansion of the mobile
ecosystem, coupled with demand for high- bandwidth applications and services such as
video and gaming, is keeping pressure on the industry to increase the availability and
quality of broadband connectivity. Touche LLP, the big challenge for the telecom
industry in 2016 – which also presents a major growth opportunity for the sector – is that
consumers are getting addicted to connectivity and high speed.
20. 20. 20 COMPANY PROFILE
21. 21. Reliance Jio Infocomm Limited (2013 - 2015) Type Subsidiary Industry
Telecommunications Headquarters Navi Mumbai, Maharashtra,India Key people Sanjay
Mashruwalla (Managing Director) Jyotindra Thacker (Head of IT) Akash Ambani (Chief of
Strategy) Infotel Broadband Services Limited (2009 - 2013) 21 COMPANY PROFILE
RELIANCE JIO Jio's headquarters in RCP, Navi Mumbai Formerly called
22. 22. 22 Products Mobile telephony, broadband, Wifi,Router and 4G Data services Jio
Apps MyJio, JioChat, JioPlay, JioBeats, JioMoney, JioDrive, JioOnDemand, JioSecurity,
JioJoin, JioMags, JioXpressNews, Jionet WiFi Parent Reliance Industries Subsidiaries
LYF Website www.jio.com Jio also known as Reliance Jio and officially as Reliance Jio
Infocomm Limited (RJIL),[is an upcoming provider of mobile telephony, broadband
services, and digital services in India.. Reliance Jio Infocomm Limited (RJIL), a
subsidiary of Reliance Industries Limited (RIL), India’s largest private sector company, is
the first telecom operator to hold pan India Unified License.Formerly known as Infotel
Broadband Services Limited (IBSL), Jio will provide 4G services on a pan-India level
using LTE technology. The telecom leg of Reliance Industries Limited, it was
incorporated in 2007 and is based in Mumbai, India.It is headquartered in Navi Mumbai.
23. 23. 23 RJIL is setting up a pan India telecom network to provide to the highly
underserviced India market, reliable (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. RJIL aims to provide anytime, anywhere access to
innovative and empowering digital content, applications and services, thereby propelling
India into global leadership in digital economy. RJIL is also deploying an enhanced
packet core network to create futuristic high capacity infrastructure to handle huge
demand for data and voice. In addition to high speed data, the 4G network will provide
voice services from / to non-RJIL network. RJIL holds spectrum in 1800 MHz (across 14
circles) and 2300 MHz (across 22 circles) capable of offering fourth generation (4G)
wireless services. RJIL plans to provide seamless 4G services using FDD-LTE on 1800
MHz and TDD-LTE on 2300 MHz through an integrated ecosystem. Reliance Jio is part
 of the “Bay Of Bengal Gateway” Cable System, planned to provide connectivity between
South East Asia, South Asia and the Middle East, and also to Europe, Africa and to the
Far East Asia through interconnections with other existing and newly built cable systems
landing in India, the Middle East and Far East Asia.
24. 24. Others --- 7% Market Share TATA Infocomm --- 7% Market Share  Aircel --- 8%
Market Share  BSNL --- 10% Market Share  Reliance Communications --- 12% Market
Share  Idea Cellular --- 15% Market Share  Vodafone India --- 18% Market Share 
Bharti Airtel --- 23% Market Share 24 RJIL’s subsidiary has been awarded with a
Facility Based Operator License (“FBO License”) in Singapore which will allow it to buy,
operate and sell undersea and/or terrestrial fibre connectivity, setup its internet point of
presence, offer internet transit and peering services as well as data and voice roaming
services in Singapore. R-Jio is also in the process of installing hundreds of monopoles,
unlike the regular rooftop- mounted telecom towers typically used by telcos, said the
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. R-Jio, meanwhile, faces its
share of challenges in terms of return on investment and capturing market share. The
company, according to industry analysts, is expected to spend $8-9 billion for the 4G roll-
out. The company will battle for subscribers with leading telcos such as Bharti Airtel Ltd,
Vodafone India Pvt Ltd and Idea Cellular Ltd. The Dominant Players
25. 25. 25 The services were beta launched to Jio's partners and employees on 27
December 2015 on the eve of 83rd birth anniversary of late Dhirubhai Ambani, founder of
Reliance Industries. Mr. Akash Ambani is being launched in business as a chief of
strategy in Reliance JIO,involved in day to day operations in business or Ms. Isha
Ambani is involved in branding and marketing. And the key people are Sanjay
Mashruwalla (Managing Director), Jyotindra Tacker (Head of IT).
26. 26. 26 Reliance Industries Chairman Mukesh Ambani committed an investment of Rs.
2,50,000 crores on "Digital India" and said he expected the group's initiatives under it will
create over 5,00,000 direct and indirect jobs. "Digital India as company has seen
empowers them to fulfil their aspirations.Reliance JIO has invested over Rs. 2,50,000
crores across the Digital India pillars," Ambani said, adding: "I estimate Reliance's 'Digital
India' investments will create employment for over 5,00,000 people. " Ambani said the
launch of Digital India initiative was a momentous occasion in an information age where
digitization was changing the way one lives, learns, works and plays. It can transform the
lives of 1.2 billion Indians using the power of digital technology. And as well as "So 80
percent of the 1.3 billion Indians will have high-speed, mobile Internet. And by 2017,
company would cover 90 percent. And by 2018, all of India would be covered by this
digital infrastructure,"
27. 27. 27 HISTORY In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel
Broadband Services Limited (IBSL) for Rs 4,800cr. Although unlisted, IBBL was the only
firm to win broadband spectrum in all 22 zones in India in the 4G auction that took place
earlier that year.Later continuing as RIL's telecom subsidiary, Infotel Broadband Services
Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in January 2013.
Acquisition & Subsidi ILD Technology - Rancore Technologies  Acquired Infotel
Broadband Services Limited in 2010. aries: & Agreements with Reliance
Communications Limited for sharing of RCOM’s extensive inter-city and intra-city optic
fiber infrastructure of nearly 1,20,000 fiber-pair kilometers of optic fiber and 500,000 fiber
pair kilometers respectively (April 2013 / April 2014), and 45,000 towers (June 2013). A
key agreement for international data connectivity with Bharti to utilise dedicated fiber pair
of Bharti’s i2i submarine cable that connects India and Singapore. (April 2013) 
Agreement with Bharti Airtel for a comprehensive telecom infrastructure sharing
agreement to share infrastructure created by both parties to avoid duplication of
infrastructure wherever possible. (December 2013)  An agreement with Viom Networks
for their 42,000 telecom towers. (March 2014)  An agreement with ATC India for their
 11,000 towers across India. (April 2014)  An agreement with Tower Vision for their
8,400 towers across India. (May 2014)  An agreement with Ascend Telecom for their
more than 4,500 towers across India. (June 2014) NLD - Infotel Telecom. Agreements:
28. 28. Once commercially launched, Jio users can have access to Reliance
Communications’ 2G At present in different cities of India Reliance Jio offers Wi-Fi
services. Most of these cities are in Gujarat, where Reliance Industries also have one of
the largest petro- refinery.  Reliance Jio will deploy LTE-FDD for 1.8 GHz spectrum,
which will ultimately paved to roll out of LTE-A network aggregation of both technology
and both spectrum band.  Reliance Jio is deploying LTE-TDD technology for 2.3 GHz
spectrum band, acquired in 2010.  Reliance Jio Infocomm is currently laying OFC
across the country to offer Fiber to the home/premises (FTTH). This fiber backbone will
also help them to carry huge amount of data originated from their 4G network as well as
public Wi-Fi network. 28 Technology: & 3G network.
29. 29. 29 OPERATIONS In June 2015, Jio announced that it will start its operations all over
the country by the end of year. However, four months later in October 2015, the
company's spokesmen sent out a press release stating that the launch was postponed to
the first quarter of the financial year 2016-2017. Later in July, a PIL filed in the Supreme
Court by an NGO called the Centre for Public Interest Litigation, through Prashant
Bhushan, challenged the grant of pan-India licence to Jio by the Government of India.
The PIL also alleged that Jio was allowed to provide voice telephony along with its 4G
data service, by paying an additional fees of just 165.8 crore (US$25 million) which was
arbitrary and unreasonable, and contributed to a loss of 2,284.2 crore (US$340 million) to
the exchequer. The Indian Department of Telecom (DoT), however, refuted all of CAG's
claims. In its statement, DoT explained that the rules for 3G and BWA spectrum didn't
restrict BWA winners from providing voice telephony. As a result, the PIL was revoked,
and the accusations were dismissed. Beta Launch The 4G services were launched
internally to Jio's partners, its staff and their families on 27 December 2015. Bollywood
actor Shah Rukh Khan, who is also the brand ambassador of Jio, kickstarted the launch
event which took place in Reliance Corporate Park in Navi Mumbai, along with celebrities
like musician A R Rahman, actors Ranbir Kapoor and Javed Jaffrey, and filmmaker
Rajkumar Hirani.The closed event was witnessed by more than 35000 RIL employees
some of whom were virtually connected from around 1000 locations including Dallas in
the US.
30. 30. 30 PRODUCT & SERVICES RELIANCE JIO 4G BROADBAND The company has
launched its 4G broadband services throughout India in the first quarter of 2016 financial
year.It was slated to release in December 2015 after some reports said that the company
was waiting to receive final permits from the government.Mukesh Ambani, owner of
Reliance Industries Limited (RIL) whose Reliance Jio is the telecom subsidiary, had
unveiled details of Jio's fourth-generation (4G) services on 12 June 2015 at RIL's 41st
annual general meeting. It will offer data and voice services with peripheral services like
instant messaging, live TV, movies on demand, news, streaming music, and a digital
payments platform. The company has a network of more than 250,000 km of fiber optic
cables in the country, over which it will be partnering with local cable operators to get
broader connectivity for its broadband services. With its multi-service operator (MSO)
licence, Jio will also serve as a TV channel distributor and will offer television-on-demand
on its network. Pan-India Spectrum Jio owns spectrum in 800 MHz and 1,800 MHz bands
in 10 and 6 circles, respectively, of the total 22 circles in the country, and also owns pan-
India licensed 2,300 MHz spectrum. The spectrum is valid till 2035.Ahead of its digital
services launch, Mukesh Ambani-led Reliance Jio entered into a spectrum sharing deal
with younger brother Anil Ambani-backed Reliance Communications. The sharing deal is
for 800 MHz band across seven circles other than the 10 circles for which Jio already
owns.
31. 31. 31 Reliance jio’s vision for India is that broadband and digital services will no longer
be a luxury item ,Rather convert it into a basic necessity that can be consumed in
abundance by consumers and small businesses .The initiatives are truly aligned with the
Government of India's ‘Digital India’ vision for our nation. • Digital Healthcare • Affordable
Devices • Jio Drive • Digital Education • Digital Currency • Digital Entertainment and
 social connectivity LYF SMARTPHONES In June 2015, Jio tied up with domestic handset
maker Intex to supply 4G handsets enabled with voice over LTE (VoLTE) feature.
Through this, it plans to offer 4G voice calling besides rolling out high-speed Internet
services using a fiber network, in addition to the 4G wireless network.[ However, in
October 2015, Jio announced that it would be launching its own mobile handset brand
named LYF. On 25 January 2016, the company launched its LYF smartphone series
starting with Water 1, through its chain of electronic retail outlets, Reliance Retail. Three
more handset models have been released so far, namely Water series, Earth series, and
Flame series.
32. 32. 32 FLAME 6 Technical Specifications MODEL LYF FLAME 6 CHIPSET Qualcomm®
Snapdragon 210 MSM8905 GENERAL FEATURES Operating System: Android Lollipop
5.1 SIM Slot: Dual SIM (4G+2G)* PERFORMANCE Processor (CPU): Quad-Core
1.5GHz ,Screen Size: 4 Inch Chipset: Quad-Core 1.5GHz Graphics (GPU): Mali 400
MP2@500MHz RAM: 512 MB. Screen Resolution: WVGA, BATTERY Capacity: 1700
mAh, Lithium Ion Battery Talktime: Up to 4.5 hours (4G) STORAGE CAPACITY Internal
Memory: 4 GB Expandable Memory: Up to 32 GB CAMERA CONNECTIVITY Rear
Camera : 5MP Auto Focus Front Camera : 2MP Fixed Focus, Flash : Rear LED Flash
3G: yes 4G: yes (LTE) True 4G (LTE Support): VoLTE (Video & HD Voice Call.
33. 33. 33 FLAME 1 Technical Specifications MODEL FLAME 1 CHIPSET Qualcomm®
Snapdragon 210 MSM8909 GENERAL FEATURES Operating System: Android Lollipop
5.1 SIM Slot: Dual SIM (4G+2G),Processor: Quad-Core 1.1 GHz Screen Size:4.5 Inch.
PERFORMANCE Graphics (GPU): Adreno 304 @ 409MHz RAM: 1GB, Screen
Resolution: FWVGA 480 x 854 pixel BATTERY Capacity: 2000 mAh, Lithium-ion
Talktime: Up to 8 Hours (4G) STORAGE CAPACITY Internal Memory: 8 GB Expandable
Memory: Up to 32 GB CAMERA Rear Camera : 5MP Auto Focus Front Camera : 5MP
Fixed Focus, Flash : Rear LED Flash CONNECTIVITY 3G: Yes 4G: Yes, LTE CAT4 True
4G (LTE Support): VoLTE (Video & HD Voice Call)
34. 34. 34 WIND 1 Technical specifications MODEL LYF WIND 1 CHIPSET
Qualcomm®SnapdragonTM 410 MSM8916 GENERAL FEATURES Operating System:
Android 5.1 Lollipop SIM Slot: Dual SIM (4G+2G) Processor (CPU): Quad-core 1.2 GHz
PERFORMANCE Chipset: Qualcomm® SnapdragonTM 410 MSM8916 Graphics (GPU):
Adreno 306 @ 450 MHz RAM: 1 GB,Screen Size 5 Inch, Screen Resolution: HD,
720x1280 pixel BATTERY Capacity: 2300 mAh, Lithium - Ion Polymer Talktime: Up to 6
hours (4G) STORAGE CAPACITY Internal Memory: 8 GB, 16 GB Expandable: Up to 64
GB CAMERA Rear Camera: 8 MP Auto Focus Front Camera: 5 MP, Flash: Rear LED
Flash CONNECTIVITY 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE
(Video & HD Voice Call)
35. 35. 35 WIND 5 Technical specifications MODEL WIND 5 CHIPSET MTK 6735P
GENERAL FEATURES Operating System: Android Lollypop 5.1 SIM Slot: Dual SIM
(4G+2G), Processor (CPU): Quad-core 1.0GHz PERFORMANCE Chipset: MTK 6735P
Graphics (GPU): ARM (MaliT720-Mp1)@600 MHz RAM: 1GB BATTERY Capacity: 2000
mAh, Lithium ion Talktime : Up to 6.5 hours (4G) STORAGE CAPACITY Internal
memory: 8 GB Expandable Memory:Up to 32 Gb CAMERA Rear Camera: 8 MP Auto
Focus Front Camera: 5MP, Flash: Rear Flash CONNECTIVITY 3G: Yes 4G: Yes, LTE
Cat 4 True 4G (LTE Support): VoLTE (HD Voice Call& video call)
36. 36. 36 WATER 1 Technical specifications MODEL WATER 1 CHIPSET Qualcomm®
SnapdragonTM 615 MSM8939 GENERAL Operating System: Android Lollipop 5.1.1
FEATURES SIM Slot: Dual SIM (4+2G) , Processor (CPU): Octa-Core 1.5 GHz
PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics (GPU):
Adreno 405 @ 550 MHz RAM: 2GB,Screen resolution : Full HD, 1080x 1920 pixels
BATTERY Capacity: 2600 mAH, Lithium-ion polymer Talktime: Up to 10 hours (4G)
STORAGE CAPACITY Internal Memory: 16 GB Expandable Memory: Up to 32 GB
CAMERA Rear Camera : 13 MP Auto Focus Front Camera : 5MP Fixed Focus Flash:
Yes - Both Front and Rear CONNECTIVITY 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE
Support): VoLTE (Video & HD Voice Call)
37. 37. 37 WATER 2 Technical specifications MODEL WATER 2 CHIPSET Qualcomm®
Snapdragon 615 MSM8939 GENERAL FEATURES Operating System: Android Lollipop
 5.0.2 SIM Slot: SIM 1(4G), SIM 2(2G, Voice calls) Screen size: 5 Inch, Screen
Resolution: HD, 1280 x 720 pixels PERFORMANCE Chipset: Qualcomm®
SnapdragonTM 615 MSM8939 Graphics (GPU): Adreno 405 @ 550 MHz RAM: 2GB,
Processor (CPU): Octa-Core 1.5GHz BATTERY Capacity: 2400 mAh, Lithium-ion
polymer Talktime: Up to 8 hours (4G) STORAGE CAPACITY Internal memory: 16 GB
Expandable memory: 32 GB CAMERA Rear Camera: 13 MP Auto Focus Front Camera:
5MP Fixed Focus, Flash: Yes - Rear Camera CONNECTIVITY 3G: Yes 4G: Yes, LTE
Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call)
38. 38. 38 WATER 7 Technical specifications MODEL WATER 7 CHIPSET Qualcomm®
Snapdragon 615 MSM8939 GENERAL FEATURES Operating System: Android Lollipop
5.1 SIM Slot: Dual SIM (4G+2G),Sensors:Gravity or Finger print sensor PERFORMANCE
Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics (GPU): Adreno 405 @
550 MHz RAM: 2GB, Processor (CPU): Octa-core 1.5 GHZ BATTERY Capacity: 3000
mAh, Lithium-ion polymer Talktime: Up to 14 hours (4G) STORAGE CAPACITY Internal
memory: 16 GB Expandable memory:Upto 128 GB CAMERA Rear Camera : 13 MP Auto
Focus Front Camera : 5MP, Flash : Rear LED Flash CONNECTIVITY 3G: Yes 4G: Yes,
LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call)
39. 39. 39 EARTH 2 Technical specifications MODEL EARTH 2 CHIPSET Qualcomm
Snapdragon 615 MSM8939 GENERAL FEATURES Operating System: Android Lollipop
5.1.1 SIM Slot: Dual SIM (4G+2G) Octa core 1.5 GHZ, Sensors:Proximity or Light sensor
: PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics:
(GPU): Adreno 405 @ 550 MHz RAM : 3 GB,Screen Size: 5.5 Inch,Screen Resolution:
Full HD BATTERY Capacity: 3500 mAh, Lithium-ion polymer Talktime: Up to 14 hours
(4G) STORAGE CAPACITY Internal memory: 32 GB Expandable memory:Upto 64 GB
CAMERA Rear Camera : 15 MP Auto Focus Front Camera : 5MP, Flash : Rear LED
Flash CONNECTIVITY 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE
(Video & HD Voice Call
40. 40. JioMoney Wallet - An online payments/wallet app. JioDrive - Cloud-based backup
too  JioSecurity - Security app  JioXpressNews - A news and magazine aggregator 
JioMags - E-reader for magazines  JioJoin - A VoLTE phone simulator  JioBeats - A
music player  JioChat Messenger - An instant messaging app  JioOnDemand - An
online HD video library  JioPlay - A live TV channel service  MyJio - Manage Jio
Account and Digital Services associated with it 40 Jionet WiFi Prior to its pan-India
launch of 4G data and telephony services, Jio has started providing free Wi- Fi hotspot
services in cities throughout India including Ahmedabad and Surat in Gujarat, Indore,
Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of Mumbai in
Maharashtra, Kolkata in West Bengal, Lucknow in Uttar Pradesh, Bhubaneswar in
Odisha, Mussoorie in Uttarakhand, Collectorate's Office in Meerut, and at MG Road in
Vijayawada among others.title=Reliance Jio rolls out wi-fi service at IP sigra Mall in
Varanasi among others. In March 2016, Jio started providing free Wi-Fi internet to
spectators at six cricket stadiums hosting the 2016 ICC World Twenty20 matches. Jionet
was made available in Wankhede Stadium (Mumbai), Punjab Cricket Association IS
Bindra Stadium (Mohali), Himachal Pradesh Cricket Association Stadium (Dharamshala),
Chinnaswamy Stadium (Bengaluru), Feroz Shah Kotla (Delhi), and Eden Gardens
(Kolkata) in India. Jio apps In May 2016 , Jio launched a bundle of multimedia apps on
Google Play as part of its upcoming 4G services. While the apps are available to
download for everyone, a user will require a Jio SIM card to use them. Additionally, most
of the apps are in beta phase. Following is a list of the apps:
41. 41. Available in Reliance store and Digital mini express store. Registration in E-mail is
compulsory  Life time Roaming Free (All India)  3 Months Free Unlimited SMS  3
Months Free Unlimited Calling (At any network)  3 Months Free Unlimited 4G Internet
(Connected with 31 Devices) 41 JIO MIFI WIFI ROUTER JIO PREVIEW OFFER FOR
HP LAPTOPS:
42. 42. 2 Years Warranty (LYF handsets only) Branding and Marketing On December 24,
2015, Bollywood actor Shah Rukh Khan was appointed as Jio's brand ambassador. Life
time Roaming Free (All over India)  3 Months Free Unlimited SMS  3 Months Free
 Unlimited Calling (At any network)  3 Months Free Unlimited 4G Internet in LYF
smartphones and others all 4G smarthphones
(Samsung,Micromax,Karbon,Lava,HTC,Gioni etc.) 42 JIO PREVIEW OFFER (JPO)
43. 43. 43 LITERATURE REVIEW
44. 44. 44 LITERATURE REVIEW Abhishek Kumar Singh and Malhar Pangrikar (2013) did a
study titled “A Study Report, to Find out Market Potential for 4G Businesses in Pune”.
The Report is all about “Study of market potential for 4G business in pune” and also to
know about the customer perceptions and attitudes towards their current service
provider. Satisfaction level of the customers was also judged. The customer expectations
were analyzed thoroughly. Major factors considered in research are: what are the needs
of the companies based on the data services usage, major player in internet services,
and support to customers. The research was conducted on companies mainly from
Industries like IT, Education, Manufacturing and others which are located in Pune city. It
is clear from the survey done that Reliance & Tata are Leading Internet service Provider;
they are providing products like Data Card, Broadband etc to the corporate end users.
Most of the companies are getting internet speed form 1MBPS-4MBPS. Most of the
companies are having good perception about 4 G and are willing to switch to it from their
current service provider. Speed of 4G is around than 30 to 35 MBPS, is going to boom
the Market. Because majority of the companies are facing Speed problem with their
current ISP. 4G spectrum is a research item for next-generation wide-area cellular
radio,which focuses on 4G technologies, 4G networks and 4G systems. 4G technologies
shall include three basic areas of connectivity which are personal area networking (such
as Bluetooth), local high-speed access points on the network such as wireless
technologies and cellular connectivity. At the moment, many companies have established
projects for 4G systems developmet. 4G can provide services for a wide range of speed
facility that support global roaming and each company will be able to interact with
internet-based information and available in every part of country.
45. 45. 45 In this literature review. the consumer perceptions about 4G services in Pune. The
objectives of the study was (1) to find the most influencing factor in selection of service
provider, and (2) to measure customer perception and satisfaction as regards the 4G
service provided. The study on a 4G indicated that some problems exist that deserve the
attention of the company.The company needs to bridge the gap between the services
promised and 4G services offered. And to conclude, “Delivering service without
measuring the impact on the customer is like driving a car without a windshield” . At
4G,The Company have always sought to enhance value for you as a customer by
providing you the most relevant and easy to use services through innovation and by
harnessing the latest developments in technology. In line with this strategy, constantly
introduced 4G innovative services to suit customer unique needs and wants. These 4G
trends in the market and among customers generate a demand for high speed and more
rapidly changing services and also expectation for a different approach to technology
development. As well as imposing requirements in terms of 4G technology development,
trends such as mass individualization call for a responsive answer to a sharply increasing
market demand. Successful growth and diffusion of 4G services is focusing customer
satisfaction on how mobile relates to 4G networks. Accordingly, it is necessary for
company to review current frameworks in those instances where changes might impede
the offering of certain aspects. Consumer perception about 4G much more volatile, much
less predictable and increasingly concerned with instant gratification. The expectation is
that in due course this trend towards individualization will become a more important
factor in the emerging markets too, particularly in the every areas.In future, 4G services
over mobile networks and company need to review current regulatory frameworks to
enhance innovation and competition in the market of these services. .
46. 46. 46 customer satisfaction is a measure of how 4G services supplied by a company
meet customer expectation. In today’s tough economic climate all companies need to
improve efficiency and, even in midsize firms that usually mean coordinating large
quantities of information. However, technology and thinking has progressed and, many of
user nowadays using 4G services. Customer satisfaction is defined as a customer’s
overall evaluation of the performance of an offering to date. This overall satisfaction has
 a strong positive effect on customer loyalty intentions across a wide range of 4G service
s. Many companies have been gaining rising popularity due to the advances in 4G
technologies and the large increase in the number of its users. The companies that
expand beyond services and develop a content distribution platform will win customers’s
expectation. Companies couldnot follow constant rules to be successful in potential
markets. There is not a list of actions that lead companies to more profit or more
customer satisfaction.Because 4G services are increasingly spread out all over India.And
every customer are preferred these 4G services. This satisfaction has positive influences
on retaining customers among different variety of 4G services. Satisfaction refers to
achieving the things we want. If satisfaction interprets as "not going wrong" the firm
should decrease complaint which by its own is not sufficient. In order to satisfy
customers, company should improve its 4G services. Customers with less expectation
are more satisfied, companies by adding innovative 4G features would easily increase
customer satisfaction. Customer retention is directly influenced by customer satisfaction.
Retention is a major challenge particularly in internet based services, as customers can
easily switch from one service to another at low cost. Customer satisfaction is the key
factor determining how successful the company will be in competitive market,therefore it
is very important to measure it.
47. 47. 47 To better manage customer satisfaction, company spend millions on effectively
tracking the methods that guarantee customer satisfaction, because the quantitative
measurement of customer satisfaction is a great help for comprehensively measuring the
effect of 4G on customer satisfaction. Customer satisfaction, as we discussed before,
has the most important effect on customer perception and in order to narrowing down we
focus on 4G service as one of the customer satisfaction’s factors. The aim of the
company is to find the most important service dimensions that affect customer
satisfaction. To have a thorough satisfaction firstly the company is needed to bring
satisfied customers which leads to loyal customers and by preparing all this, good
services would be followed which influenced on Customer satisfaction and make them
loyal in future.
48. 48. 48 INTRODUCTION TO THE PROBLEM
49. 49. 49 INTRODUCTION TO THE PROBLEM Even though the sector has reflected
promising growth, the teledensity in India still remains at a very low level compared with
international standards and thus providing tremendous opportunity for future growth. In
the medium-term, the industry is expected to continue to record good subscriber growth
as a result of low penetration levels, heightened competition; a sustained fall in minimum
subscription cost and tariff that increase affordability for lower-income rural users,
expansion of coverage area by mobile operators, and government support through
schemes such as the rural infrastructure roll out funded by subsidies from the Universal
Service Obligation (USO) Fund. The Indian telecom sector offers unprecedented
opportunities in various areas, such as rural telephony, 4G, virtual private network, value-
added services, et al. Nonetheless, the lack of telecom infrastructure in rural areas and
falling ARPU of telecom service providers could inhibit the future growth of the industry
Rapidly Falling ARPU (Average revenue per user) The competitive intensity in the
telecom industry in India is one of the highest in the world and has lead to sustained fall
in realisation for the service providers. Intense competitive pressure and cut throat pricing
has resulted in declining ARPUs. With increasing number of new entrants in the telecom
space the competitive intensity is likely to continue, putting further downward pressures
on the telecom tariffs. Thus, the telecom companies might have to grapple with further
decline in ARPUs, going forward. Further, with the telecom companies moving their focus
to the rural areas for driving the future subscriber growth they might not witness a
commensurate increase in revenues. In fact, the risk of steep decline in ARPUs will
increase going forward as the telecom companies penetrate rural markets that are
characterised by higher concentration of lowincome, low-usage customers. A higher-
than-expected decline in ARPU poses a risk of reduction in margins of service providers.
Alternatively, telecom operators are turning their focus to steadily increasing the minutes
of usage (MoU) to counter the sustained fall in ARPUs. Likewise, the growth of the VAS
is also crucial for some improvement in the ARPUs of operators.
50. 50. 50 Lack of Telecom Infrastructure Lack of telecom infrastructure in semi-rural and
rural areas could be one of the major hindrances in tapping the huge rural potential
market, going forward. The service providers have to incur a huge initial fixed cost to
enter rural service areas. Further, as many rural areas in India lack basic infrastructure
such as road and power, developing telecom infrastructure in these areas involve greater
logistical risks and also extend the time taken to roll out telecom services. The lack of
trained personnel in the rural area to operate and maintain the cellular infrastructure,
especially passive infrastructure such as towers, is also seen as a hurdle for extending
telecom services to the under penetrated rural areas. Rural Areas Continue to Remain
Under Penetrated A rural teledensity of merely 15% point towards the fact that a majority
of Indian population still do not have access to telecom services. The rural India seems to
have remained untouched by the telecom revolution witnessed in the last few years. A
huge 'digital divide', which is reflected by the enormous difference of 74% between the
urban and rural teledensity, reiterates this fact. However, with the urban markets
reaching a saturation point, the telecom service providers are penetrating rural areas for
driving future growth. Thus, the service providers entering new rural markets might
witness substantial increase in subscriber base. The expansion in the rural areas,
however, has increased the risk of further decline in the ARPUs. Nonetheless the
revenue growth from these regions is unlikely to match the surge in the subscriber base.
51. 51. 51 Excessive Competition Another major concern that has come to the forefront in
the recent past has been heightened competitive intensity in the industry that has
correspondingly fuelled the price war between industry players. The Indian wireless
market is one of the world’s most competitive markets, with 12 operators across 23
wireless ‘circles’ and 6 to 8 competing operators in each circle. The auction of new 4G
licences and the introduction of mobile number portability (MNP) are likely to heat up
competition in the industry, going forward. Spectrum is the most important resource that
is required for providing mobile services. Given that spectrum is a finite resource, the
availability of the same would be inversely proportional to the number of operators. Thus,
larger the number of service providers smaller will be the amount of spectrum available to
each of them. Scarcity of spectrum leads to higher capex on deployment of mobile
networks for the operators as they need more cell sites to improve service quality.
Further the growing usage of spectrum and the resultant scarcity may lead to re-use of
spectrum and increase chances of congestion in networks leading to constraints on
service quality. Evidently, the competition in the industry is expected to intensify further
with the entry of new players, both domestic as well as foreign players. With the
competitive intensity of the industry already at such high levels new operators might find
it difficult to gather significant share in Indian telecom market. While the new players may
benefit from a faster network rollout through tower sharing, they will face challenges in
terms of high subscriber acquisition costs and lower ARPU customers. Lower Broadband
Penetration The Indian economy remains highly underpenetrated in terms of broadband
connections. High cost of devices (PC and laptop), high internet charges and lower
wireline connections have been some of the major factors inhibiting broadband
penetration. Broadband is one of the key catalysts for economic development and major
initiatives by both the government and service providers are needed to increase its
penetration.
52. 52. 52 Spectrum Allocation 4G Spectrum availability is one of the major concerns for the
industry. Lack of adequate spectrum which is the most integral part of the mobile
telephony sector could hamper its growth severely. However, the spectrum allotment has
been the most controversial issues in the Indian telecom sector. The smooth process of
scheduled 4G spectrum allocation is likely to be one of the key factors affecting the
industry dynamics, going forward. Given the highly-competitive nature of the Indian
telecom industry on one hand, and limited licenses in the 4G network on the other, the
risk of excessive biding by the service providers has increased. Irrational bidding,
especially in some circles, might render 4G services financially-unviable. Further, there
exists a risk of delay in allotment of proposed spectrum to the service providers who have
successfully bid for the 4G spectrum Other Growth Inhabiting Factors While the
implementation of mobile number portability is likely to aid improvements in quality of
 service, it is also likely to increase the churn out ratio significantly. The service providers
are likely to turn to the VAS as a service differentiator; however, widespread VAS
deployment is restricted due to language and illiteracy. The deployment of 4G services is
likely to help the emergence of new VAS. Mass acceptance will be crucial for the success
of 4G services in India. Comparatively higher cost of handsets required for accessing 4G
services is likely to be one of the major roadblocks in mass 4G adoption in India.
53. 53. 53 SCOPE OF THE STUDY
54. 54. 54 SCOPE OF STUDY This study covers customers about Reliance JIO in the areas
of Muradnagar. The study makes effort to ascertain the satisfaction level of customer of
Reliance JIO.Through survey So that company would be able to come up to the
expectation level of its customer. The company can come up to the expectation only by
finding out the problem that customer are facing during their purchase of Reliance JIO
products. The subject has been taken for the research as it plays key role in the success
of Telecom sector. No company can think of selling their product without having satisfied
customer. No company can survive in long run without coming up to the satisfaction level
of customer. In short it is the level of satisfaction that is link between end-user and
company. As long as the company is able to satisfy its customer, customer would remain
in the bracket of loyal customer. Hence it is very essential to understand the customer
satisfaction and to measure the satisfaction level time to time as there is always scope of
improvement. The research will also be beneficial in analyzing the overall market position
of the company and measures which should be adopted by the Reliance JIO to increase
their market share in the region of Muradnagar.
55. 55. 55 OBJECTIVE OF THE STUDY
56. 56. 56 OBJECTIVE OF THE STUDY 1. To study of customer satisfaction level on
Reliance JIO products & services. 2. To find the market potential and market penetration
of Reliance JIO products & services offerings in Muradnagar.
57. 57. 57 RESEARCH METHODOLOGY
58. 58. 58 RESEARCH METHODOLOGY RESEARCH DESIGN: The purpose of the
methodology is to design the research procedure. This includes the overall design, the
sampling procedure, the data collection method and analysis procedure. Marketing
research is the systematic gathering recoding and analyzing of data about problem
retaining to the marketing of goods and services. The essential purpose of marketing
research is to provide information, which will facilitate the identification of an opportunity
of problem situation and to assist manager in arriving at the best possible decisions when
such situations are encountered. Basically there are two types of researches, which
according to their applicability, strength, weaknesses, and requirements used before
selecting proper type of research, their suitability must be seen with respect to a specific
problem two general types of researches are exploratory and conclusive. 1. Conclusive
Research: It is also known as quantitative research; it is designed to help executives of
action that is to make decision. When a marketing executive makes a decision are
course of action is being selected from among a number of available. The alternatives
may be as few as two or virtually infinite. They may be well defined or only vaguely
glimpsed. Conclusive research provides information, which helps the executives make a
rational decision. In some instances, particularly if any experiment is run, the research
may come close to specifying the precise alternatives to choose, in their cases especially
with descriptive studies the research will only particularly clarify the situation and much
will be left to the executive’s judgment.
59. 59. No fixed decisions about the operational procedures Sample Size Sample size refers
to the numbers of respondents researcher have selected for the survey. I have selected
300 sample units from market and individual customers. Sampling Technique The
sample design provides information on the target information and final sample sizes. I
used conveyed convenient sampling surveyed in research. Sampling Area: While
conducting sample,I went many places of Muradnagar areas-Railway road, Kasba
road,Rawli road,Sarna road,Sainthali,Duhai etc. Unstructured instruments for collection
of data  No pre-planned design for analysis  Non-Probability Sampling Design 
Flexible Design 59 The type of research here is “Descriptive Research Design”. This
kind of design is used for more precise investigation or of developing the working
 hypothesis from an operational point of view. It has inbuilt flexibility, which is needed
because the research problem, broadly defined initially, is transformed into one with more
precise meaning in exploratory studies, which in fact may necessitate changes in
research procedure for gathering relevant data. The characteristic features of research
are as follows: –
60. 60. 60 Data collection tool I have used Questionnaire, as the research instrument to
conduct the market survey. The questionnaire consisted closed ended questions
designed in such a way that it should gather maximum information possible. The
questionnaire was a combination of 15 questions. If choices are given it is easier for the
respondent to respond from the choices rather they think and reply also it takes lesser
time. Because the keep on responding and one has tick mark the right choice
accordingly. Data was collected through two sources: Primary Source: Primary data was
collected directly from the customers through a questionnaire. Secondary Source: The
secondary source was the company website and my colleagues. Method of sampling
Convenient sampling is used to do sampling as all the customers in the sites are
Surveyed.. Data Analysis Data analysis was done mainly from the data collected through
the customers. The data Collected from secondary sources is also used to analyse on
one particular parameter. Qualitative analysis was done on the data collected from the
primary as well as secondary Sources.
61. 61. 61 DATA ANALYSIS AND INTERPRETATION
62. 62. 23.33% of the respondents are above 35 years of age. 20% 26.66% 30% 23.33%
Sales 20-25 25-30 30-35 Above 35 30% of the respondents are between the age group
30 – 35.  26.66% of the respondents are between the age group 25 – 35.  20% of the
respondents are between the age group 20 – 25.  Age group of respondents Age % of
respondents No. ofrespondents 20-25 20% 60 25-30 26.66% 80 30-35 30% 90 Above 35
23.33% 70 INTERPRETATION: 62 TABLE
63. 63. 26% of the respondents are Govt.Services 16.66% 26.66% 30% 26% Sales
Students Business man Private employees Govt. employees 30% of the respondents
are from Private employees.  26.66% of the respondents are Businessmen.  16.66% of
the respondents are Students.  Occupation of the respondents Occupation % of
respondents No. ofrespondents Students 16.66% 50 Business man 26.66% 30 Private
employees 30% 90 Govt. employees 26% 80 INTERPRETATION: 63 TABLE
64. 64. 100% of the respondents are Mobile users. 100% 0% Sales Yes No64 TABLE 1:
1.Do you have a mobile phone? a)yes b)No Mobile users % of respondents No.
ofrespondents Yes 100% 300 No 0% 0 INTERPRETATION:
65. 65. 6.66% of respondents are not aware about Reliance JIO 93.33% 6.66% Sales yes
No 93.33% of respondents are aware about Reliance JIO. 65 TABLE 2: 2.Are you
aware about Reliance JIO? a)Yes b)No Awareness % Of respondents No. of
respondents Yes 93.33% 280 No 6.66% 20 INTERPRETATION:
66. 66. 26.66% of respondents are Vodafone users. 30% 23.33% 20% 26.66% Sales Airtel
Reliance JIO Idea Vodafone 20% of respondents are Idea users.  23.33% of
respondents are Relianc JIO users.  30% of respondents are Airtel users 66 TABLE 3:
3.which operator’s service do you use? 1.Airtel 2.Reliance JIO 3.Idea 4. Vodafone
Operator user % of respondents No. ofrespondents Airtel 30% 90 Reliance JIO 23.33%
80 Idea 20% 60 Vodafone 26.66% 70 INTERPRETATION
67. 67. 10.71% of respondents are monthly expenditure on mobile. 35.71% 32.14% 28.57%
10.71% Sales Rs100-Rs200 Rs200-Rs300 Rs300-Rs400 Above 500 28.57% of
respondents are monthly expenditure on mobile.  32.14% of respondents are monthly
expenditure on mobile.  35.71% of respondents are monthly expenditure on mobile. 67
TABLE 4: 4.What is your average monthly expenditure on mobile (in RS)? a)Rs100-
Rs200 B)Rs200-Rs300 c)Rs300-Rs400 d)Above Rs500 Expenditure (Rs) % of
respondents No. ofrespondents Rs100-Rs200 35.71% 100 Rs200-Rs300 32.14% 90
Rs300-Rs400 28.57% 80 Above Rs500 10.71% 30 INTERPRETATION:
68. 68. 17.85% of respondents are Hoardings. 32.14% 21.42% 28.57% 17.85% Sales News
paper Advertisement Mouth publicity Hoarding 28.57% of respondents are Mouth
publicity.  21.42% of respondents are known by Advertisement.  32.14% of
 respondents are known by News paper. 68 TABLE 5: 5.From which source you came to
know about Reliance JIO? a)News paper b)Advertisement c)Mouth publicity d)Hoardings
Sources % of respondents No. of respondents News paper 32.14% 90 Advertisement
21.42% 60 Mouth publicity 28.57% 80 Hoarding 17.85% 50 INTERPRETATION:
69. 69. 0% of respondents are Non user. 42.85% 35.71% 14.28% 0% Sales Less than one
month 2-3 months 4-5 months Non users 14.28% of respondents are user of 4-5
months.  35.71% of respondents are user of 2-3 months.  42.85% of respondents are
user of 69 TABLE 6: 6.Since how long you are using Reliance JIO services? a)Less
than one month b)2-3 months c)4-5 months d)Non user Users % of respondents No.
ofrespondents Less than one month 42.85% 30 2-3 months 35.71% 25 4-5 months
14.28% 15 Non users 0% 0 INTERPRETATION:
70. 70. 7.14% of respondents are convinced with goodwill. 21.42% 57.14% 14.28% 7.14%
Sales Connectivity Scheme Advertisement 14.28% of respondents are convinced with
Advertisement.  57.14% of respondents are convinced with scheme.  21.42% of
respondents are convinced with connectivity. 70 TABLE 7: 7. Which feature of Reliance
jio convinced you to use this? a)Connectivity b) Schemes c) Advertisements d)Goodwill
Convincing factor % of respondents No. ofrespondents Connectivity 21.42% 15 Scheme
57.14% 40 Advertisement 14.28%% 10 Goodwill 7.14% 5 INTERPRETATION:
71. 71. 7.14% of respondents are in favour of Value added services. 50% 28.57% 14.28%
7.14% Sales Data services Call rate Network coverage Value added services 14.28% of
respondents are in favour of Network coverage.  28.57% of respondents are in favour of
Call rates.  50% of respondents are in favour of Data services. 71 TABLE 8: 8.Which
service do you like most while using the Reliance jio services? a)Data services b)Call
rate c)Network coverage d)Value added services services % of respondents No.
ofrespondents Data services 50% 35 Call rate 28.57% 20 Network coverage 14.28% 10
Value added services 7.14% 5 INTERPRETATION:
72. 72. 42.85% of respondents are chosen to All services. 14.28% 35.71% 7.14% 42.85%
Sales Unlimited calling services Unlimited Data services Unlimited sms services All
services Choose the service % of respondents No. ofrespondents Unlimited calling
services 14.28% 10 Unlimited Data services 35.71% 25 Unlimited sms services 7.14% 5
All services 42.85% 30 7.14% of respondents are chosen to Unlimited Sms services.. 
35.71% of respondents are chosen to Unlimited Data services..  14.28% of respondents
are chosen to Unlimited calling services. 72 TABLE 9: 9) Why did you choose this
service provider a).Unlimited calling services b).Unlimited Data services c).Unlimited sms
services d).All services INTERPRETATION:
73. 73. 73 TABLE 10: 10.Do you call at customer care? a)Yes b)No Respondents % Of
respondents No. of respondents Yes 100% 70 No 0% 0 If Yes,how often you call at
customer care? 1.Daily 2.Once in week 3.Once in month 4.Rarely Customer call % of
respondents No. ofrespondents Daily 28.57% 20 Once in week 50% 35 Once in month
14.28% 10 Rarely 7.14% 5
74. 74. 7.14% of respondents are made call customer care rarely. 28.57% 50% 14.28%
7.14% Sales Daily Once in week Once in month Rarely 14.28% of respondents are
made call customer care monthly.  50% of respondents are made call customer care
weekly.  28.57% of respondents are made call customer care daily. 74
INTERPRETATION:
75. 75. 14.28% of respondents are made call for other queries. 21.42% 57.14% 7.14%
14.28% Sales Value added services Schemes Complaints Queries 7.14% of
respondents are made call for complaints.  57.14% of respondents are made call for
new schemes.  21.42% of respondents are made call for value added services. 75
TABLE 11: 11.For what reason do you call customer care? a)Value added services b)
Information regarding new schemes c)Complaints d)Other queries Reason % of
respondents No. ofrespondents Value added services 21.42% 15 Schemes 57.14% 40
Complaints 7.14% 5 Queries 14.28% 10 INTERPRETATION:
76. 76. 28.57% of respondents are not satisfied. 71.42% 28.57% Sales yes no 71.42% of
respondents are satisfied. 76 TABLE 12: 12. Are you satisfied with Reliance JIO
 services? a)Yes b)No Satisfaction level % Of respondents No. of respondents Yes
71.42% 50 No 28.57% 20 INTERPRETATION:
77. 77. 77 TABLE 13: 13.What should be improved in Reliance JIO services a)Improve in
Network coverage b)Remove calling congestion c)Upgrade in Android version d)Others
Improvement % of respondents No. of respondents Improve in Network coverage 9% 10
Remove calling cong 1% of respondents are dissatisfied others. 9% 8% 2% 1% Sales
Improve in Network coverage Remove calling congestion Upgrade in adroid version
Others 2% of respondents are dissatisfied with old version.  8% of respondents are
dissatisfied with call drop.  9% of srespondents are dissatisfied with poor network
coverage. estion 8% 7 Upgrade in Android version 2% 3 Others 1% 2
INTERPRETATION:
78. 78. 85.14% 14.28 Sales yes No 14.28% of respondents are not recommended others. 
85.14% of respondents are recommended others. 78 TABLE 14: 14. Would you like to
recommend others? a)Yes b)No Recommendation % Of respondents No. of respondents
Yes 85.14% 60 No 14.28% 10 INTERPRETATION:
79. 79.  New schemes and offers  Customer care  Value added services  Calling service
 Data service 79 TABLE 15: 15.Rate the following Reliance JIO services on basis of
your satisfaction? Services Excellent Very good Fairly good Average Poor Network
coverage
80. 80. 80 FINDINGS
81. 81. 81 FINDINGS The following are the findings of the study. 1.While conducting the
survey,I found that most of 71.23% respondents are satisfied with Reliance JIO,and
29.77% of respondents are not satisfied.Because still they have network problem in deep
rural areas. 2.Reliance JIO has wide market captured in Muradnagar.LYF handsets are
highly demanded in the market by its customers. 3.Most of the customers are preferred
to buy and utilize the LYF handsets because its demand is very high in the area of
Muradnagar. 4.Customers are satisfied the 4G unlimited services as comparison to
others services. 5.Reliance JIO is the market leader in Muradnagar areas,all the
customers are preferred its products & services. 6.Reliance JIO is enhanced the potential
market share in Muradnagar. 7.Highly competition among other mobiles
Samsung,Redmi,HTC. But LYF handsets are more preferred by the customers. 8.Wide
network coverage is available in Muradnagar areas. 9.LYF handsets are highly selling
products in Muradnagar markets.Because unlimited 4G schemes are considered by
customers. At last it can be said that there are a lot of scope of Reliance jio market in
near future
82. 82. 82 LIMITATIONS
83. 83. 83 LIMITATIONS 1. The first problem I faced is in getting the co-operation of the
customers. Many of the respondents I approached did not agree to the need and utility of
the project and hence did not agree to provide me with information. 2. The behavior of
the customer is unpredictable which may result in the lacking of accuracy in the data. 3.
As the sample size of the survey was so small and comprise of only 300 customers, the
results may have some prone to errors. 4. Study accuracy totally based upon the
respondents response. 5. Stipulated short span of time for survey.
84. 84. 84 CONCLUSION
85. 85. 85 CONCLUSION Reliance JIO has become a very successful brand in India &
providing customer satisfaction is to be there main motive.It provides unlimited free
calling and data services & SMS on the move as people are more dependent on it in their
daily lives like wide network coverage and good 4G services.Because 3G services was
unable to meet out customer needs and wants.That’s why 4G has been evolved for
Indian customers. Reliance JIO possesses congestion free & wide network coverage,
attractive 4G schemes & customer services as well as lifetime roaming free services.
Providing customer satisfaction is the most crucial step of the company as they are to be
satisfied and provides Internet access on the move such as Wide network coverage and
good 4G services as they are important and technology advanced stuff required by
almost everybody in today’s environment, Reliance JIO is a home brand company and a
very emerging brand in India and will be successful in overseas market in upcoming
years. It possesses congestion free & wide network, attractive 4G schemes & customer
 services to cover one of the widest areas. From the details it can be concluded that 80%
of Reliance JIO users preferred to remain with Reliance JIO and fully stisfied. Also good
number of customers who are willing to switch from their respective subscribers showed
interest in Reliance JIO.Reliance JIO is capturing the wide area of Indian markets
increasingly day by day.Hence, these statistics imply a bright future for the company.It
can be said that in near future, the company will be booming in the telecom industry.
86. 86. 86 SUGGESTIONS
87. 87. 87 SUGGESTIONS 1.In today’s era the Reliance JIO must focus on rural areas to get
the people attention and gather the rural people interest.Because most of rural people
are not having the knowledge about Reliance JIO. 2.Spread out the awareness about
Reliance JIO in deep rural areas. 3.Replenish the products on Retailer’s shop on right
time,where it is lacking. 4.Remove(exterminate) the problem of calling congestion & call
drop. 5.Make the advertisement of Reliance JIO by putting hoardings,boards,posters,and
neon (electric) sign boards in every areas.It should be highlighted punch line”LYF
DEKHO LYF JAISI”. 6.Get the feedback from existing customers about Reliance JIO and
take the reference for making new customers. 8.We should try building a good
relationship with all retailers,praise,recognition & honour on several occasion for our
retailers would help a lot. 9.The customer care people and also employees in Reliance
JIO should try to convey brand Reliance JIO while talking to people. 10. Enhance the
market penetration & shares in every market and give the high competition to others
company.
88. 88. 88 BIBLIOGRAPHY
89. 89. Kothari. C.R (2004): Research Methodology Methods Referred Books: 89
BIBLIOGRAPHY & Principles of Marketing –Philip KotlerTechniques‟, New Age
International Publishers, New Delhi, 2nd Edition. & Books Research Methodology –
C.R. Kothari  Market Research – D.D. Sharma Kevin keller edition 12 & Web Sites: o
www.JIO.com o www.MYLYF.com o www.google.com o www.wikipedia.com Reliance
to launch Jio by Dec, set to kick off pricing war, Business Standard  Reliance Jio
employees to get freebies, discount on 4G service, Gadgets 360 - NDTV, December 25,
2015, retrieved December 29, 2015  Reliance Industries buys 95% stake in IBnfotel
Broadband for Rs 4,800 cr, The Economic Times Business Line  Reliance Jio Infocomm
launches 4G services for employees, The Economic Times, December 27, 2015,
retrieved December 29, 2015  Mukesh Ambani's son Akash Ambani joins Reliance
Industries; begins at telecom arm Reliance Jio, The Economic Times  Articles:
magazine on mobile communication-Kamil Sh. Zigangirov.
90. 90. 90 ANNEXURE
91. 91. 91 ANNEXURE NAME: ------------------------------------ AGE: ------------------------------------
SEX: ------------------------------------ OCCUPATION: - ----------------------------------- MOBILE
NO: ------------------------------------ ADDRESS : ------------------------------------ Questionnaire
1.Do you have a mobile phone? a)yes b)No 2.Are you aware about Reliance JIO? a)Yes
b)No 3.which operator’s service do you use? 1.Airtel 2.Vodafone 3.Idea 4.Reliance JIO
4.What is your average monthly expenditure on mobile (in RS)? a)Rs100-Rs200
B)Rs200-Rs300 c)Rs300-Rs400 d)Above Rs500
92. 92. 92 5.From which source you came to know about Reliance JIO? a)News paper
b)Advertisement c)Mouth publicity d)Hoardings 6.Since how long you are using Reliance
JIO services? a)Less than one month b)2-3 months c)4-5 months d)Non users 7. Which
feature of Reliance jio convinced you to use this? a)Connectivity b) Schemes c)
Advertisements d)Goodwill 8.Which service do you like most while using the Reliance jio
services? a)Data services b)Call rate c)Network coverage d)Value added services 9.
Why did you choose this service provider a).Unlimited calling services b).Unlimited Data
services c).Unlimited sms services d).All services
93. 93. 93 10.Do you call at customer care? a)Yes b)No If Yes,how often you call at
customer care? 1.Daily 2.Once in week 3.Once in month 4.Rarely 11.For what reason do
you call customer care? a)Value added services b) Information regarding new schemes
c)Complaints d)Other queries 12. Are you satisfied with Reliance JIO services? a)Yes
b)No 13.What should be improved in Reliance JIO services a)Improve in Network
 coverage b)Remove calling congestion c)Upgrade in Android version d)Others 14. Would
you like to recommend others? a)Yes b)No
94. 94. 94 15.Rate the following Reliance JIO services on basis of your satisfaction?
Services Excellent Very good Fairly good Average Poor Network coverage Data service
Calling service Value added services Customer care New schemes and offers