ASUMMER 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 Management dept.) 1503970039 1 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 2 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 ) 3 Summer Training project report is an integral part of Master of Business Administration programmed of Institute of Management and Research. This course includes both theory and its applications as per contents of its curriculum. PREFACE Master of Business Administration (M. The Training project programmers are designed.) programme is one of the most reputed professional courses in the field of management.A. Each student is required to undergo practical training. This project helps me to learn about of working in Telecom Sector. The Training project programmers are designed to give the managers the future of the corporate happenings and work culture. The Training project report presented here is a result of my hard work. so that the managers or tomorrow do not feel when the time comes to take responsibilities. It gives exposure to our practical knowledge and also to get interact with the various aspects of present market conditions.B. after the completion of second semester examination. The real life situation is really different from the stimulated exercise enacted in an artificial environment inside. 4 . 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 5 EXCEUTIVE SUMMARY 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. 6 To identify all the below buildings in work scope area and establish contacts with the building owner/association and explain them the benefits of high speed internet and 4G connectivity. All G+5 (ground floor +five floors) and above buildings Shopping malls Hospitals Hotels Colleges To capture all the details of the building. The variables are involved in this project 1. Area 2. Address 3. Building Name 4. Number of Floors 5. Type (commercial, residential, both, Hotel, Hospital) 6. Latitude &Longitude {By using Smart phone app} 7. Number of Home passes 7 INTRODUCTION OF THE TOPIC 8 . using or disposing of services which he expects will satisfy his wants. the number of cell phone users in India was zero. service market and offers large number of services to the people. acquiring.01 million (May 2016). while the overall teledensity has increased to 81.27 million wireless mobile users in the 12 months between March 2010 and March 2011. The recent years witnesses rapid and dramatic changes in the field of telecommunications.Now currently telephone subscriber (mobile & landline) is 1058. distribution and customer services. he cannot possibly achieve his ultimate objectives. 9 . domestic. In the year of 1989. If any producer makes out the marketing programmer ignoring the consumer preferences. Therefore a marketer must know more and more about the consumers. A manufacturer must plan his production and distribution to suit the consumer’s convenience rather than his own. providing both a great customer experience and competitive value. After the globalization of India economy in 1991 the telecommunication sector remained one of the most happening sectors in India. The company is reconfiguring to meet the growing demand for mobile services. In the year of 2000 the number of cell phone users has risen by one million. come into cellular service. and the total numbers of telephone phone users (mobile & landline) have reached 1009. Indian telecom sector added a staggering 227.2015. so that the products can be produced in such a fashion to give satisfaction to them. In the year of 1999 the number of cell phone users has gone up by 13 lakh.46 million as of May. A consumer may be referred to anyone engaged in evaluating.It will differentiate our mobile services from our competitors through ongoing investment in technology. In the last few years more and more companies both foreign.82% as of 30 November 2015. 10 . Extensive trials of our new concept store across all markets have shown significant increases in both sales and customer satisfaction.The company is updating our retail footprint to a new Reliance JIO concept delivering a differentiated customer experience. The new concept will be rolled out globally over the next upcoming years. 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. INDUSTRY PROFILE 11 . Understanding the difference between GSM and CDMA will allow the user to choose the preferable network technology for his needs. thanks to the mass-market stage these technologies have reached internationally. With almost five million subscribers amassed in less than two years of operation. Indian Cellular Services Market. This should lead to increased subscribership. with price playing a fundamental role in Indian subscriber requirements. Idea Cellular. who are providing either of the two network technologies such as Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). It helps you 12 . 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. According to recent strategic research by Frost & Sullivan. Reliance. This market is growing at an extremely fast pace and so is the competition between the mobile service providers. INDUSTRY PROFILE India has a fast-growing mobile services market with excellent potential for the future. The Indian consumer can buy a handset for $150 or less. The number of mobile phone subscribers in the country would exceed 50 million by 2010 and cross 300 million by 2016. Subscribers in certain regions can acquire the handset at almost no cost. according to Cellular Operators Association of India (COAI). BSNL etc. With the presence of a number of mobile telephony services providers including market leaders like Airtel. such as China and Thailand. India's growth tempo has far exceeded that of numerous other markets. In cellular service there are two main competing network technologies: Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). which have taken more than five years to reach the figures India currently holds. such growth rates can be greatly attributed to the drastically falling price of mobile handsets. Licensing framework has been an integral part of India’s telecommunication law.achieve higher sell capacity and better speech quality and one can enjoy crystal clear reception on ones mobile phone. For example. the mobile telephony market is expected to race ahead. 13 . since the modulated coded signal has a much higher bandwidth than the data being communicated. 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). section 4 gives power to the government to grant license to any person to establish. including the Global Positioning System and the omnitracs satellite system for transportation logistics. It has been used in many communication and navigation systems. License issued by the government is an authority. It automatically solves the problem of eavesdropping on ones calls. Before analyzing the telecom licensing framework in India. There are three main types of license fee which the government charges: (I) initial license fee. (ii) annual license fee. It is a spread spectrum signaling. given to a person upon certain conditions to do something which would have been illegal or wrongful otherwise. and (iii) additional fee for allocation of spectrum. 1885. CDMA is the current name for mobile technology and is characterized by high capacity and small cell radius. it is imperative that one must examine what is a license. gives the authority to a person to drive a motor vehicle. 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. which generally is non-refundable. Under the Indian Telegraph Act. maintain or use a telegraph. a driver’s license issued by the government. This policy also paved way for the entry of the private sector in telephone services. This policy eventually facilitated the emergence of Internet services in India on the back of established basic telephony communication network. The main objectives of the policy were: To ensure telecommunication is within the reach of all. to ensure availability of telephone on demand as early as possible To achieve universal service covering all villages. Remove consumer complaints. that is. resolve disputes and encourage public interface and provide a wide permissible range of services to meet the demand at reasonable prices To ensure that India emerges as a major manufacturing base and major exporter of telecom equipment To protect the defence and security interests of the nation.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. that is. 14 . enable all people to access certain basic telecom services at affordable and reasonable prices To ensure world-class telecom services. The establishment of TRAI was a positive step as it separated the regulatory function from policy-making and operation. 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. VSAT services were liberalized for private sector participation to provide data services to closed user groups. video text services. video conferencing. 15 . The private sector participation in the sector was carried out in a phased manner. To protect the interest of customers of telecom services c. data services. radio paging and cellular mobile telephone. The functions allotted to the TRAI included: a. to meet the telecom needs of the nation and to achieve international comparable standards. To settle disputes between service providers d. To recommend the terms and conditions of license to a service provider e. therefore. audio text services. Thus. voice mail.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. for fixation/revision of tariffs. To recommend the need and timing for introduction of new service provider b. Establishment of TRAI The entry of private players necessitated independent regulation in the sector. it was allowed in the fixed telephone services. and also to fulfil the commitments made when India joined the World Trade Organization (WTO) in 1995. Subsequently. Initially the private sector was allowed in the value added services. and thereafter. the TRAI was established in 1997 to regulate telecom services. 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. which continued to be under the purview of the DoT2. 16 . the NTP 1999 was framed with the following objectives and targets: Availability of affordable and effective communication for citizens was at the core of the vision and goal of the new telecom policy Provide a balance between provision of universal service to all uncovered areas. To achieve India’s vision of becoming an IT superpower along with developing a world class telecom infrastructure in the country. 1999 (NTP-99) was approved on 26th March 1999. and the provision of high-level services capable of meeting the needs of the economy Encourage development of telecommunication facilities in remote. Accordingly.Moreover. hilly and tribal areas of the nation 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. government and community information systems etc. To bring about a competitive environment in both urban and rural areas by providing equal opportunities and level playing field for all players 17 . into public telephone information centers having multimedia capability such as ISDN services. to become effective from 1st April 1999. there was a need to develop a new telecom policy framework. convergence of both markets and technologies required realignment of the industry. media. wherever justified. The New Telecom Policy. including rural areas.NEW TELECOM POLICY 1999 (NTP 1999):- In recognition of the fact that the entry of the private sector. The most important milestone and instrument of telecom reforms in India is the New Telecom Policy 1999 (NTP 99). remote database access. which was envisaged during NTP- 94. telecom and consumer electronics Convert PCOs. 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. 9% followed by Tata and Reliance at 5% and 4.5 per cent market share. telephone on demand by 2002 and achieve a tele density of 7% by 2005 and 15% by 2010 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. Providing a thrust to build world-class manufacturing capabilities and also strengthen research and development efforts in the country Achieve efficiency and transparency in spectrum management Protect the defense and security interests of the country Enable Indian telecom companies to become global players. BSNL is serving more than 125 million customers across the country and is catalyst in checking the price point for telecom services.5 billion as of 2014. Next is Bharti Airtel at 10. Players in the market BSNL is the market leader with a 67. with the government intensifying its rural focus. 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 18 . In line with the above objectives.7 per cent share followed by MTNL with 11. only BSNL can turn into reality the next wave of rural telecom penetration. Also. some of the specific targets of the NTP 1999 were: Make available. BSNL as a company is growing and showed annual revenues of approximately $4.1% respectively. However both.” said according to Sunil Lalvani. However it is in the country’s booming mobile segment in which the major battles are being fought. BlackBerry plans to set up enterprise solutions centres to educate corporate customers about various BlackBerry Enterprise Service (BES) 10 solutions. Three major private players – Bharti airtel. manpower. "India is one of the fastest growing markets in terms of smartphone and mobile data adoption.000 wi-fi hotspots in nine cities across the country in the next two years.with a formidable 54% share of the market between them. BlackBerry India. Booming sectors The tide has turned for the telecom sector in India. lead a large field of mobile operators. “Vodafone is investing nearly US$ 3 billion over the next two years in India in expanding its network infrastructure and distribution channel in the country.” as per Vittorio Colao. Managing Director (MD). State-owned enterprises –BSNL and MTNL – have also been making their presence felt with a combined market share of 12%. CEO. Reliance and Vodafone . BSNL has massive infrastructure. Tata Teleservices plans to set up nearly 4. as growth and profitability has accelerated in recent times. A look ahead 19 . MTNL and BSNL are plagued by declining revenues coupled with high costs. Vodafone Plc. Tower companies are reaping benefits of a turnaround in the sector as operators have started investing in networks to boost data penetration. and 80 per cent of landlines and 90 per cent of broadband connections in India are operated by it. systems. small cells and continued backhaul improvements are likely to be a key focus to assure continued mobile broadband momentum 20 . Deloitte & Touche LLP. spectrum efficiency. Telecommunications leader. including offloading some mobile bandwidth needs to Wi-Fi. What does this mean for players in the sector? Carriers will continue to pursue technological advancements to handle demand. The ongoing expansion of the mobile ecosystem. coupled with demand for high- bandwidth applications and services such as video and gaming. which is proving an effective complement to mobile networks. At the same time. long-term spectrum availability. vice chairman and U. 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. According to Craig Wigginton.S. is keeping pressure on the industry to increase the availability and quality of broadband connectivity. COMPANY PROFILE 21 . COMPANY PROFILE RELIANCE JIO Jio's headquarters in RCP. Navi Mumbai Formerly called Infotel Broadband Services Limited (2009 - 2013) Reliance Jio Infocomm Limited (2013 . India rs Key people Sanjay Mashruwalla (Managing 22 .2015) Type Subsidiary Industry Telecommunications Headquarte Navi Mumbai. Maharashtra. JioMoney. Reliance Jio Infocomm Limited (RJIL). is the first telecom operator to hold pan India Unified License. India.com Website Jio also known as Reliance Jio and officially as Reliance Jio Infocomm Limited (RJIL). JioXpressNews. JioDrive.Router and 4G Data services Jio Apps MyJio. a subsidiary of Reliance Industries Limited (RIL).Formerly known as Infotel Broadband Services Limited (IBSL). JioMags. it was incorporated in 2007 and is based in Mumbai. Jionet WiFi Parent Reliance Industries Subsidiaries LYF www. 23 . The telecom leg of Reliance Industries Limited. India’s largest private sector company. JioJoin. broadband. and digital services in India.. broadband services. Wifi. JioBeats.It is headquartered in Navi Mumbai.[is an upcoming provider of mobile telephony. Jio will provide 4G services on a pan-India level using LTE technology. JioSecurity.jio. JioPlay. JioOnDemand. Director) Jyotindra Thacker (Head of IT) Akash Ambani (Chief of Strategy) Products Mobile telephony. JioChat. Africa and to the Far East Asia through interconnections with other existing and newly built cable systems landing in India. applications and services. and also to Europe. RJIL plans to provide seamless 4G services using FDD-LTE on 1800 MHz and TDD-LTE on 2300 MHz through an integrated ecosystem. In addition to high speed data. reliable (4th generation) high speed internet connectivity. government citizen interfaces and entertainment. South Asia and the Middle East. financial services. security. thereby propelling India into global leadership in digital economy. healthcare. the 4G network will provide voice services from / to non-RJIL network. the Middle East and Far East Asia. Reliance Jio is part of the “Bay Of Bengal Gateway” Cable System. anywhere access to innovative and empowering digital content. RJIL is also deploying an enhanced packet core network to create futuristic high capacity infrastructure to handle huge demand for data and voice.RJIL is setting up a pan India telecom network to provide to the highly underserviced India market. rich communication services and various digital services on pan India basis in key domains such as education. RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz (across 22 circles) capable of offering fourth generation (4G) wireless services. planned to provide connectivity between South East Asia. 24 . RJIL aims to provide anytime. The company. The company. is currently in the testing phase for most of its offerings including 4G services. and provide real-time monitoring of traffic and advertising opportunities. Vodafone India Pvt Ltd and Idea Cellular Ltd.7% Market Share Others --. are expected to double up as street lights and surveillance systems. The company will battle for subscribers with leading telcos such as Bharti Airtel Ltd.18% Market Share Idea Cellular --. offer internet transit and peering services as well as data and voice roaming services in Singapore.RJIL’s subsidiary has been awarded with a Facility Based Operator License (“FBO License”) in Singapore which will allow it to buy.10% Market Share Aircel --. The Dominant Players Bharti Airtel --. faces its share of challenges in terms of return on investment and capturing market share. or ground-based masts (GBMs).15% Market Share Reliance Communications --. R-Jio is also in the process of installing hundreds of monopoles.7% Market Share 25 . operate and sell undersea and/or terrestrial fibre connectivity. which plans to be rolled out commercial telecom service operations from January.12% Market Share BSNL --.23% Market Share Vodafone India --. unlike the regular rooftop- mounted telecom towers typically used by telcos. said the company executive quoted above.8% Market Share TATA Infocomm --. R-Jio. a host of mobile phone applications and delivery of television content over its fibre optic network. setup its internet point of presence. according to industry analysts. meanwhile. is expected to spend $8-9 billion for the 4G roll-out. Monopoles. Isha Ambani is involved in branding and marketing. Jyotindra Tacker (Head of IT). Akash Ambani is being launched in business as a chief of strategy in Reliance JIO.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. Mr. 26 . founder of Reliance Industries.involved in day to day operations in business or Ms. And the key people are Sanjay Mashruwalla (Managing Director). 000 direct and indirect jobs.00.000 people. mobile Internet.Reliance JIO has invested over Rs. 2.000 crores across the Digital India pillars.00. "Digital India as company has seen empowers them to fulfil their aspirations.000 crores on "Digital India" and said he expected the group's initiatives under it will create over 5. 2. company would cover 90 percent. adding: "I estimate Reliance's 'Digital India' investments will create employment for over 5." Ambani said.3 billion Indians will have high-speed. It can transform the lives of 1." 27 . And by 2017. And as well as "So 80 percent of the 1. " 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. And by 2018.2 billion Indians using the power of digital technology. all of India would be covered by this digital infrastructure.Reliance Industries Chairman Mukesh Ambani committed an investment of Rs.50.50. works and plays. Infotel Broadband Services Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in January 2013. (March 2014) 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.500 towers across India. Technology .Infotel Telecom.Rancore Technologies ILD & NLD .000 telecom towers. 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. Technology: 28 .000 fiber pair kilometers respectively (April 2013 / April 2014). Agreements: An agreement with Ascend Telecom for their more than 4.000 fiber-pair kilometers of optic fiber and 500.000 towers across India.800cr. Although unlisted. Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services Limited (IBSL) for Rs 4.20. Acquisition & Subsidiaries: Acquired Infotel Broadband Services Limited in 2010. (December 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. and 45. (June 2014) An agreement with Tower Vision for their 8. (April 2014) An agreement with Viom Networks for their 42.400 towers across India. (April 2013) Agreements with Reliance Communications Limited for sharing of RCOM’s extensive inter-city and intra-city optic fiber infrastructure of nearly 1. (May 2014) An agreement with ATC India for their 11.HISTORY In June 2010.000 towers (June 2013). Reliance Jio is deploying LTE-TDD technology for 2. Jio users can have access to Reliance Communications’ 2G & 3G network. where Reliance Industries also have one of the largest petro- refinery.3 GHz spectrum band. OPERATIONS 29 . At present in different cities of India Reliance Jio offers Wi-Fi services. which will ultimately paved to roll out of LTE-A network aggregation of both technology and both spectrum band. Reliance Jio Infocomm is currently laying OFC across the country to offer Fiber to the home/premises (FTTH). Most of these cities are in Gujarat. acquired in 2010. 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. Once commercially launched.8 GHz spectrum. Reliance Jio will deploy LTE-FDD for 1. 30 . In its statement. kickstarted the launch event which took place in Reliance Corporate Park in Navi Mumbai. through Prashant Bhushan. four months later in October 2015. by paying an additional fees of just 165. and the accusations were dismissed.8 crore (US$25 million) which was arbitrary and unreasonable. 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. the PIL was revoked. along with celebrities like musician A R Rahman. its staff and their families on 27 December 2015.In June 2015. Later in July. actors Ranbir Kapoor and Javed Jaffrey.2 crore (US$340 million) to the exchequer. The PIL also alleged that Jio was allowed to provide voice telephony along with its 4G data service. and contributed to a loss of 2. The Indian Department of Telecom (DoT). who is also the brand ambassador of Jio. Jio announced that it will start its operations all over the country by the end of year.284.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. refuted all of CAG's claims. a PIL filed in the Supreme Court by an NGO called the Centre for Public Interest Litigation. As a result. and filmmaker Rajkumar Hirani. DoT explained that the rules for 3G and BWA spectrum didn't restrict BWA winners from providing voice telephony. challenged the grant of pan-India licence to Jio by the Government of India. However. Beta Launch The 4G services were launched internally to Jio's partners. Bollywood actor Shah Rukh Khan. however. 31 .800 MHz bands in 10 and 6 circles. and also owns pan-India licensed 2. respectively. It will offer data and voice services with peripheral services like instant messaging. movies on demand. of the total 22 circles in the country. With its multi-service operator (MSO) licence. Mukesh Ambani-led Reliance Jio entered into a spectrum sharing deal with younger brother Anil Ambani-backed Reliance Communications. 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.Ahead of its digital services launch. news.Mukesh Ambani. Pan-India Spectrum Jio owns spectrum in 800 MHz and 1.300 MHz spectrum. had unveiled details of Jio's fourth-generation (4G) services on 12 June 2015 at RIL's 41st annual general meeting.It was slated to release in December 2015 after some reports said that the company was waiting to receive final permits from the government. The sharing deal is for 800 MHz band across seven circles other than the 10 circles for which Jio already owns. Jio will also serve as a TV channel distributor and will offer television-on-demand on its network. live TV.PRODUCT & SERVICES RELIANCE JIO 4G BROADBAND The company has launched its 4G broadband services throughout India in the first quarter of 2016 financial year. The spectrum is valid till 2035. over which it will be partnering with local cable operators to get broader connectivity for its broadband services. owner of Reliance Industries Limited (RIL) whose Reliance Jio is the telecom subsidiary. 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 32 .Reliance jio’s vision for India is that broadband and digital services will no longer be a luxury item . In June 2015. Jio tied up with domestic handset maker Intex to supply 4G handsets enabled with voice over LTE (VoLTE) feature. [ However. in October 2015. Through this. in addition to the 4G wireless network. 33 . it plans to offer 4G voice calling besides rolling out high-speed Internet services using a fiber network. Jio announced that it would be launching its own mobile handset brand named LYF. 5GHz . the company launched its LYF smartphone series starting with Water 1. Screen Resolution: WVGA.1 GENERAL FEATURES SIM Slot: Dual SIM (4G+2G)* Processor (CPU): Quad-Core 1. through its chain of electronic retail outlets. Capacity: 1700 mAh.5GHz PERFORMANCE Graphics (GPU): Mali 400 MP2@500MHz RAM: 512 MB.On 25 January 2016. Three more handset models have been released so far. Earth series.5 hours (4G) STORAGE CAPACITY Internal Memory: 4 GB Expandable Memory: Up to 32 GB 34 . namely Water series. and Flame series.Screen Size: 4 Inch Chipset: Quad-Core 1. FLAME 6 Technical Specifications LYF FLAME 6 MODEL Qualcomm® Snapdragon 210 MSM8905 CHIPSET Operating System: Android Lollipop 5. Lithium Ion Battery BATTERY Talktime: Up to 4. Reliance Retail. 5 Inch. PERFORMANCE Graphics (GPU): Adreno 304 @ 409MHz RAM: 1GB.1 SIM Slot: Dual SIM (4G+2G).1 GHz Screen Size:4. Rear Camera : 5MP Auto Focus Front Camera : 2MP Fixed Focus. Flash : Rear LED Flash CAMERA 3G: yes 4G: yes (LTE) CONNECTIVITY True 4G (LTE Support): VoLTE (Video & HD Voice Call.Processor: Quad-Core 1. Lithium-ion Talktime: Up to 8 Hours (4G) 35 . FLAME 1 Technical Specifications MODEL FLAME 1 CHIPSET Qualcomm® Snapdragon 210 MSM8909 GENERAL FEATURES Operating System: Android Lollipop 5. Screen Resolution: FWVGA 480 x 854 pixel BATTERY Capacity: 2000 mAh. STORAGE CAPACITY Internal Memory: 8 GB Expandable Memory: Up to 32 GB CAMERA Rear Camera : 5MP Auto Focus Front Camera : 5MP Fixed Focus.Screen Size 5 Inch. Screen Resolution: HD.1 Lollipop SIM Slot: Dual SIM (4G+2G) GENERAL Processor (CPU): Quad-core 1. 720x1280 pixel 36 .2 GHz FEATURES PERFORMANCE Chipset: Qualcomm® SnapdragonTM 410 MSM8916 Graphics (GPU): Adreno 306 @ 450 MHz RAM: 1 GB. Flash : Rear LED Flash CONNECTIVITY 3G: Yes 4G: Yes. LTE CAT4 True 4G (LTE Support): VoLTE (Video & HD Voice Call) WIND 1 Technical specifications LYF WIND 1 MODEL Qualcomm®SnapdragonTM 410 MSM8916 CHIPSET Operating System: Android 5. 1 SIM Slot: Dual SIM (4G+2G). Flash: Rear LED Flash CONNECTIVITY 3G: Yes 4G: Yes.0GHz PERFORMANCE Chipset: MTK 6735P Graphics (GPU): ARM (MaliT720-Mp1)@600 MHz RAM: 1GB 37 . 16 GB Expandable: Up to 64 GB CAMERA Rear Camera: 8 MP Auto Focus Front Camera: 5 MP. Lithium . Processor (CPU): Quad-core 1. LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call) WIND 5 Technical specifications MODEL WIND 5 CHIPSET MTK 6735P GENERAL FEATURES Operating System: Android Lollypop 5.BATTERY Capacity: 2300 mAh.Ion Polymer Talktime: Up to 6 hours (4G) STORAGE CAPACITY Internal Memory: 8 GB. Flash: Rear Flash CONNECTIVITY 3G: Yes 4G: Yes.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.BATTERY Capacity: 2000 mAh. Processor (CPU): Octa-Core 1.1 FEATURES SIM Slot: Dual SIM (4+2G) . LTE Cat 4 True 4G (LTE Support): VoLTE (HD Voice Call& video call) WATER 1 Technical specifications MODEL WATER 1 CHIPSET Qualcomm® SnapdragonTM 615 MSM8939 GENERAL Operating System: Android Lollipop 5.1.5 GHz 38 . Lithium ion Talktime : Up to 6. 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) 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 39 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) 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 40 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) 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) 41 Jionet was made available in Wankhede Stadium (Mumbai). 42 . Jabalpur. Mussoorie in Uttarakhand. Dewas and Ujjain in Madhya Pradesh. Kolkata in West Bengal. select locations of Mumbai in Maharashtra. Punjab Cricket Association IS Bindra Stadium (Mohali). Feroz Shah Kotla (Delhi).Screen Size: 5. In March 2016. Lucknow in Uttar Pradesh. Chinnaswamy Stadium (Bengaluru). and at MG Road in Vijayawada among others. and Eden Gardens (Kolkata) in India. Flash : Rear LED Flash CONNECTIVITY 3G: Yes 4G: Yes.title=Reliance Jio rolls out wi-fi service at IP sigra Mall in Varanasi among others.Screen Resolution: Full HD BATTERY Capacity: 3500 mAh. Indore. LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call Jionet WiFi Prior to its pan-India launch of 4G data and telephony services. Collectorate's Office in Meerut. Octa core 1. Bhubaneswar in Odisha. 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. Jio has started providing free Wi- Fi hotspot services in cities throughout India including Ahmedabad and Surat in Gujarat.5 Inch. Sensors:Proximity or Light sensor : PERFORMANCE Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics: (GPU): Adreno 405 @ 550 MHz RAM : 3 GB. Jio started providing free Wi-Fi internet to spectators at six cricket stadiums hosting the 2016 ICC World Twenty20 matches.5 GHZ. Himachal Pradesh Cricket Association Stadium (Dharamshala). Security app JioDrive .A live TV channel service JioOnDemand .An online HD video library JioChat Messenger .A VoLTE phone simulator JioMags .Manage Jio Account and Digital Services associated with it JioPlay . most of the apps are in beta phase. Following is a list of the apps: MyJio .Cloud-based backup too JioMoney Wallet .An instant messaging app JioBeats . JIO MIFI WIFI ROUTER 43 .An online payments/wallet app. While the apps are available to download for everyone.E-reader for magazines JioXpressNews . Jio launched a bundle of multimedia apps on Google Play as part of its upcoming 4G services. Additionally. a user will require a Jio SIM card to use them. Jio apps In May 2016 .A news and magazine aggregator JioSecurity .A music player JioJoin . JIO PREVIEW OFFER FOR HP LAPTOPS: 3 Months Free Unlimited 4G Internet (Connected with 31 Devices) 3 Months Free Unlimited Calling (At any network) 3 Months Free Unlimited SMS Life time Roaming Free (All India) Registration in E-mail is compulsory Available in Reliance store and Digital mini express store. 44 . Bollywood actor Shah Rukh Khan was appointed as Jio's brand ambassador.Karbon.) 3 Months Free Unlimited Calling (At any network) 3 Months Free Unlimited SMS Life time Roaming Free (All over India) 2 Years Warranty (LYF handsets only) Branding and Marketing On December 24.Lava.JIO PREVIEW OFFER (JPO) 3 Months Free Unlimited 4G Internet in LYF smartphones and others all 4G smarthphones (Samsung.Gioni etc.Micromax.HTC. 2015. 45 . LITERATURE REVIEW 46 . Speed of 4G is around than 30 to 35 MBPS. Most of the companies are getting internet speed form 1MBPS-4MBPS. to Find out Market Potential for 4G Businesses in Pune”. Manufacturing and others which are located in Pune city. 4G networks and 4G systems. Satisfaction level of the customers was also judged. Broadband etc to the corporate end users. LITERATURE REVIEW Abhishek Kumar Singh and Malhar Pangrikar (2013) did a study titled “A Study Report. is going to boom the Market. 4G technologies shall include three basic areas of connectivity which are personal area networking (such as Bluetooth). they are providing products like Data Card. It is clear from the survey done that Reliance & Tata are Leading Internet service Provider. 47 . major player in internet services. 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. many companies have established projects for 4G systems developmet. At the moment. 4G spectrum is a research item for next-generation wide-area cellular radio. local high-speed access points on the network such as wireless technologies and cellular connectivity. and support to customers. The customer expectations were analyzed thoroughly. Because majority of the companies are facing Speed problem with their current ISP. Major factors considered in research are: what are the needs of the companies based on the data services usage. 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. Most of the companies are having good perception about 4 G and are willing to switch to it from their current service provider. Education.which focuses on 4G technologies. The research was conducted on companies mainly from Industries like IT. 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. And to conclude. 48 . 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.The company needs to bridge the gap between the services promised and 4G services offered. The expectation is that in due course this trend towards individualization will become a more important factor in the emerging markets too.In this literature review. it is necessary for company to review current frameworks in those instances where changes might impede the offering of certain aspects. and (2) to measure customer perception and satisfaction as regards the 4G service provided. particularly in the every areas. 4G services over mobile networks and company need to review current regulatory frameworks to enhance innovation and competition in the market of these services. Consumer perception about 4G much more volatile. trends such as mass individualization call for a responsive answer to a sharply increasing market demand. The study on a 4G indicated that some problems exist that deserve the attention of the company.In future. The objectives of the study was (1) to find the most influencing factor in selection of service provider. constantly introduced 4G innovative services to suit customer unique needs and wants. much less predictable and increasingly concerned with instant gratification. In line with this strategy. Successful growth and diffusion of 4G services is focusing customer satisfaction on how mobile relates to 4G networks. As well as imposing requirements in terms of 4G technology development. “Delivering service without measuring the impact on the customer is like driving a car without a windshield” . the consumer perceptions about 4G services in Pune. Accordingly. Companies couldnot follow constant rules to be successful in potential markets.And every customer are preferred these 4G services. 49 . even in midsize firms that usually mean coordinating large quantities of information. There is not a list of actions that lead companies to more profit or more customer satisfaction.therefore it is very important to measure it. Retention is a major challenge particularly in internet based services. company should improve its 4G services. technology and thinking has progressed and. Customers with less expectation are more satisfied. However. as customers can easily switch from one service to another at low cost. This satisfaction has positive influences on retaining customers among different variety of 4G services.Because 4G services are increasingly spread out all over India. If satisfaction interprets as "not going wrong" the firm should decrease complaint which by its own is not sufficient. Satisfaction refers to achieving the things we want. The companies that expand beyond services and develop a content distribution platform will win customers’s expectation. Customer retention is directly influenced by customer satisfaction. In order to satisfy customers. companies by adding innovative 4G features would easily increase customer satisfaction. In today’s tough economic climate all companies need to improve efficiency and. Customer satisfaction is defined as a customer’s overall evaluation of the performance of an offering to date. Many companies have been gaining rising popularity due to the advances in 4G technologies and the large increase in the number of its users. This overall satisfaction has a strong positive effect on customer loyalty intentions across a wide range of 4G service s. Customer satisfaction is the key factor determining how successful the company will be in competitive market. many of user nowadays using 4G services.customer satisfaction is a measure of how 4G services supplied by a company meet customer expectation. because the quantitative measurement of customer satisfaction is a great help for comprehensively measuring the effect of 4G on customer satisfaction. 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. Customer satisfaction. as we discussed before. 50 . company spend millions on effectively tracking the methods that guarantee 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.To better manage customer satisfaction. The aim of the company is to find the most important service dimensions that affect customer satisfaction. INTRODUCTION TO THE PROBLEM INTRODUCTION TO THE PROBLEM 51 . the industry is expected to continue to record good subscriber growth as a result of low penetration levels. going forward. the telecom companies might have to grapple with further decline in ARPUs. and government support through schemes such as the rural infrastructure roll out funded by subsidies from the Universal Service Obligation (USO) Fund.Even though the sector has reflected promising growth. expansion of coverage area by mobile operators. Further. Thus. such as rural telephony. the growth of the VAS is also crucial for some improvement in the ARPUs of operators. Intense competitive pressure and cut throat pricing has resulted in declining ARPUs. 4G. a sustained fall in minimum subscription cost and tariff that increase affordability for lower-income rural users. A higher-than-expected decline in ARPU poses a risk of reduction in margins of service providers. putting further downward pressures on the telecom tariffs. Likewise. In fact. Lack of Telecom Infrastructure 52 . value-added services. telecom operators are turning their focus to steadily increasing the minutes of usage (MoU) to counter the sustained fall in ARPUs. virtual private network. The Indian telecom sector offers unprecedented opportunities in various areas. et al. 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. 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. With increasing number of new entrants in the telecom space the competitive intensity is likely to continue. Alternatively. Nonetheless. heightened competition. In the medium-term. the teledensity in India still remains at a very low level compared with international standards and thus providing tremendous opportunity for future growth. low-usage customers. 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. The lack of trained personnel in the rural area to operate and maintain the cellular infrastructure. the service providers entering new rural markets might witness substantial increase in subscriber base. Thus. Further.Lack of telecom infrastructure in semi-rural and rural areas could be one of the major hindrances in tapping the huge rural potential market. the telecom service providers are penetrating rural areas for driving future growth. especially passive infrastructure such as towers. However. The expansion in the rural areas. is also seen as a hurdle for extending telecom services to the under penetrated rural areas. 53 . with the urban markets reaching a saturation point. developing telecom infrastructure in these areas involve greater logistical risks and also extend the time taken to roll out telecom services. Nonetheless the revenue growth from these regions is unlikely to match the surge in the subscriber base. The service providers have to incur a huge initial fixed cost to enter rural service areas. going forward. however. 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. has increased the risk of further decline in the ARPUs. as many rural areas in India lack basic infrastructure such as road and power. A huge 'digital divide'. reiterates this fact. which is reflected by the enormous difference of 74% between the urban and rural teledensity. The rural India seems to have remained untouched by the telecom revolution witnessed in the last few years. with 12 operators across 23 wireless ‘circles’ and 6 to 8 competing operators in each circle. larger the number of service providers smaller will be the amount of spectrum available to each of them. Given that spectrum is a finite resource. going forward. Spectrum is the most important resource that is required for providing mobile services. The Indian wireless market is one of the world’s most competitive markets. The auction of new 4G licences and the introduction of mobile number portability (MNP) are likely to heat up competition in the industry. 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. Thus. both domestic as well as foreign players. Evidently.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 availability of the same would be inversely proportional to the number of operators. they will face challenges in terms of high subscriber acquisition costs and lower ARPU customers. the competition in the industry is expected to intensify further with the entry of new 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. Lower Broadband Penetration 54 . Irrational bidding. going forward. Spectrum Allocation 4G Spectrum availability is one of the major concerns for the industry. widespread VAS deployment is restricted due to language and illiteracy. However. might render 4G services financially-unviable. especially in some circles. 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. Further. it is also likely to increase the churn out ratio significantly. Lack of adequate spectrum which is the most integral part of the mobile telephony sector could hamper its growth severely. the risk of excessive biding by the service providers has increased. high internet charges and lower wireline connections have been some of the major factors inhibiting broadband penetration. The smooth process of scheduled 4G spectrum allocation is likely to be one of the key factors affecting the industry dynamics. 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. High cost of devices (PC and laptop). and limited licenses in the 4G network on the other. however.The Indian economy remains highly underpenetrated in terms of broadband connections. Given the highly-competitive nature of the Indian telecom industry on one hand. 55 . The service providers are likely to turn to the VAS as a service differentiator. the spectrum allotment has been the most controversial issues in the Indian telecom sector. 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. Mass acceptance will be crucial for the success of 4G services in India.The deployment of 4G services is likely to help the emergence of new VAS. SCOPE OF THE STUDY 56 . Through survey So that company would be able to come up to the expectation level of its customer. The subject has been taken for the research as it plays key role in the success of Telecom sector. SCOPE OF STUDY This study covers customers about Reliance JIO in the areas of Muradnagar. 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. No company can survive in long run without coming up to the satisfaction level of customer. No company can think of selling their product without having satisfied customer. The study makes effort to ascertain the satisfaction level of customer of Reliance JIO. 57 . As long as the company is able to satisfy its 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. OBJECTIVE OF THE STUDY 58 . customer would remain in the bracket of loyal customer.In short it is the level of satisfaction that is link between end-user and company. 59 . To study of customer satisfaction level on Reliance JIO products & services. OBJECTIVE OF THE STUDY 1. 60 . To find the market potential and market penetration of Reliance JIO products & services offerings in Muradnagar. 2. RESEARCH METHODOLOGY RESEARCH METHODOLOGY 61 . 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. strength. They may be well defined or only vaguely glimpsed. The essential purpose of marketing research is to provide information. the sampling procedure. the data collection method and analysis procedure. Conclusive research provides information. 62 . Marketing research is the systematic gathering recoding and analyzing of data about problem retaining to the marketing of goods and services.RESEARCH DESIGN: The purpose of the methodology is to design the research procedure. the research may come close to specifying the precise alternatives to choose. particularly if any experiment is run. The alternatives may be as few as two or virtually infinite. which helps the executives make a rational decision. This includes the overall design. 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. 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. and requirements used before selecting proper type of research. Conclusive Research: It is also known as quantitative research. weaknesses. their suitability must be seen with respect to a specific problem two general types of researches are exploratory and conclusive. which according to their applicability. Basically there are two types of researches. In some instances. 1. broadly defined initially. Kasba road. Sampling Area: While conducting sample. This kind of design is used for more precise investigation or of developing the working hypothesis from an operational point of view.I went many places of Muradnagar areas-Railway road.Rawli road. which in fact may necessitate changes in research procedure for gathering relevant data. is transformed into one with more precise meaning in exploratory studies.Sarna road. It has inbuilt flexibility. I used conveyed convenient sampling surveyed in research. Sampling Technique The sample design provides information on the target information and final sample sizes. The characteristic features of research are as follows: – Flexible Design Non-Probability Sampling Design No pre-planned design for analysis Unstructured instruments for collection of data No fixed decisions about the operational procedures Sample Size Sample size refers to the numbers of respondents researcher have selected for the survey.Sainthali. I have selected 300 sample units from market and individual customers. 63 . The type of research here is “Descriptive Research Design”. which is needed because the research problem.Duhai etc. Secondary Source: The secondary source was the company website and my colleagues. The data Collected from secondary sources is also used to analyse on one particular parameter. The questionnaire consisted closed ended questions designed in such a way that it should gather maximum information possible. Data Analysis Data analysis was done mainly from the data collected through the customers. The questionnaire was a combination of 15 questions. Method of sampling Convenient sampling is used to do sampling as all the customers in the sites are Surveyed. 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. as the research instrument to conduct the market survey. Data was collected through two sources: Primary Source: Primary data was collected directly from the customers through a questionnaire.. 64 . Because the keep on responding and one has tick mark the right choice accordingly. Qualitative analysis was done on the data collected from the primary as well as secondary Sources.Data collection tool I have used Questionnaire. DATA ANALYSIS AND INTERPRETATION 65 . TABLE Age group of respondents Age % of respondents No. 30% of the respondents are between the age group 30 – 35. 26.33% of the respondents are above 35 years of age. 66 .66% of the respondents are between the age group 25 – 35.66% 80 30-35 30% 90 Above 35 23.33% 70 Sales 23% 20% 20-25 25-30 30-35 Above 35 27% 30% INTERPRETATION: 20% of the respondents are between the age group 20 – 25. 23. of respondents 20-25 20% 60 25-30 26. 30% of the respondents are from Private employees. employees 26% 80 Sales 17% Students 26% Business man Private employees Govt.Services 67 .66% of the respondents are Businessmen.66% of the respondents are Students. 26% of the respondents are Govt. employees 27% 30% INTERPRETATION: 16. of respondents Students 16.66% Private employees 30% 90 Govt.66% 50 Business man 30 26. TABLE Occupation of the respondents Occupation % of respondents No. 26. TABLE 1: 1. 68 . of respondents Yes 100% 300 No 0% 0 Sales Yes No 100% INTERPRETATION: 100% of the respondents are Mobile users.Do you have a mobile phone? a)yes b)No Mobile users % of respondents No. 69 . TABLE 2: 2.Are you aware about Reliance JIO? a)Yes b)No Awareness % Of respondents No.33% 280 No 6.66% 20 Sales 7% yes No 93% INTERPRETATION: 93. of respondents Yes 93.33% of respondents are aware about Reliance JIO.66% of respondents are not aware about Reliance JIO 70 . 6. Airtel 2.66% of respondents are Vodafone users. of respondents Airtel 30% 90 Reliance JIO 23.33% of respondents are Relianc JIO users. Vodafone Operator user % of respondents No. 71 . 26.66% 70 Sales Airtel 27% 30% Reliance JIO Idea Vodafone 20% 23% INTERPRETATION 30% of respondents are Airtel users 23.which operator’s service do you use? 1.Reliance JIO 3. TABLE 3: 3.33% 80 Idea 20% 60 Vodafone 26.Idea 4. 20% of respondents are Idea users. 57% of respondents are monthly expenditure on mobile.71% 100 Rs200-Rs300 32. 32.71% 30 Sales 10% Rs100-Rs200 33% Rs200-Rs300 Rs300-Rs400 27% Above 500 30% INTERPRETATI ON: 35. TABLE 4: 4.71% of respondents are monthly expenditure on mobile. 10. of respondents Rs100-Rs200 35. 72 .71% of respondents are monthly expenditure on mobile.57% 80 Above Rs500 10.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.14% 90 Rs300-Rs400 28.14% of respondents are monthly expenditure on mobile. 28. 42% 60 Mouth publicity 28.42% of respondents are known by Advertisement.57% of respondents are Mouth publicity. 17.85% 50 Sales 18% News paper 32% Advertisement Mouth publicity Hoarding 29% 21% INTERPRETATI ON: 32.14% of respondents are known by News paper.14% 90 Advertisement 21. TABLE 5: 5. 28. 21.From which source you came to know about Reliance JIO? a)News paper b)Advertisement c)Mouth publicity d)Hoardings Sources % of respondents No.57% 80 Hoarding 17. of respondents News paper 32. 73 .85% of respondents are Hoardings. 14.28% 15 Non users 0% 0 Sales 15% Less than one month 2-3 months 4-5 months 46% Non users 38% INTERPRETATION: 42.85% 30 2-3 months 35. 0% of respondents are Non user.71% of respondents are user of 2-3 months.71% 25 4-5 months 14.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. TABLE 6: 6. 74 .28% of respondents are user of 4-5 months.85% of respondents are user of 35. of respondents Less than one month 42. 14% of respondents are convinced with scheme.28%% 10 Goodwill 7. Which feature of Reliance jio convinced you to use this? a)Connectivity b) Schemes c) Advertisements d)Goodwill Convincing factor % of respondents No.14% 40 Advertisement 14. of respondents Connectivity 21. 14.28% of respondents are convinced with Advertisement.14% of respondents are convinced with goodwill. 75 . 57.42% 15 Scheme 57.14% 5 Sales 7% 21% Connectivity 14% Scheme Advertisement 57% INTERPRETATION: 21. 7. TABLE 7: 7.42% of respondents are convinced with connectivity. 28.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.57% of respondents are in favour of Call rates.14% 5 Sales 7% Data services 14% Call rate Network coverage 50% Value added services 29% INTERPRETATION: 50% of respondents are in favour of Data services.28% 10 Value added services 7.28% of respondents are in favour of Network coverage. 76 . TABLE 8: 8. 14. of respondents Data services 50% 35 Call rate 28.57% 20 Network coverage 14. 7.14% of respondents are in favour of Value added services. 77 ..Unlimited Data services c).28% of respondents are chosen to Unlimited calling services. 35. 7.71% of respondents are chosen to Unlimited Data services.14% of respondents are chosen to Unlimited Sms services.85% 30 Sales Unlimited calling 14% services Unlimited Data services 43% Unlimited sms services All services 36% 7% INTERPRETATION: 14. 42.85% of respondents are chosen to All services.Unlimited calling services b).All services Choose the service % of respondents No.Unlimited sms services d).28% 10 services Unlimited Data 35.71% 25 services Unlimited sms 7. of respondents Unlimited calling 14.14% 5 services All services 42.. TABLE 9: 9) Why did you choose this service provider a). 57% 20 Once in week 50% 35 Once in month 14.Daily 2.Once in month 4. of respondents Yes 100% 70 No 0% 0 If Yes.Rarely Customer call % of respondents No.how often you call at customer care? 1. of respondents Daily 28.14% 5 78 .Do you call at customer care? a)Yes b)No Respondents % Of respondents No.Once in week 3. TABLE 10: 10.28% 10 Rarely 7. 57% of respondents are made call customer care daily. 14. Sales Daily 7% 14% 29% Once in week Once in month Rarely 50% INTERPRETATION: 28. 50% of respondents are made call customer care weekly. 79 .14% of respondents are made call customer care rarely.28% of respondents are made call customer care monthly. 7. 14% 5 Queries 14. TABLE 11: 11.14% of respondents are made call for new schemes. of respondents Value added services 21. 57.14% of respondents are made call for complaints.28% of respondents are made call for other queries.42% of respondents are made call for value added services. 80 .14% 40 Complaints 7. 7.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.28% 10 Sales 14% Value added services 21% Schemes 7% Complaints Queries 57% INTERPRETATION: 21.42% 15 Schemes 57. 14. Are you satisfied with Reliance JIO services? a)Yes b)No Satisfaction level % Of respondents No. TABLE 12: 12. 28. of respondents Yes 71.42% of respondents are satisfied.42% 50 No 28.57% 20 Sales 29% yes no 71% INTERPRETATION: 71. 81 .57% of respondents are not satisfied. 8% of respondents are dissatisfied with call drop. TABLE 13: 13. 1% of respondents are dissatisfied others.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. 2% of respondents are dissatisfied with old version. 82 . of respondents Improve in Network 9% 10 coverage Remove calling 8% 7 congestion Upgrade in Android 2% 3 version Others 1% 2 Sales Improve in Network coverage 5% Remove calling 10% congestion 45% Upgrade in adroid version 40% Others INTERPRETATION: 9% of srespondents are dissatisfied with poor network coverage. 14% of respondents are recommended others.14% Yes 60 No 14.85 yes No 14. 83 .28 INTERPRETATION: 85. of respondents 85. Would you like to recommend others? a)Yes b)No Recommendation % Of respondents No. TABLE 14: 14. 14.28% 10 Sales 0.28% of respondents are not recommended others. Rate the following Reliance JIO services on basis of your satisfaction? Services Excellent Very Fairly Average Poor good good Network coverage Data service Calling service Value added services Customer care New schemes and offers 84 . TABLE 15: 15. FINDINGS FINDINGS 85 . LYF handsets are highly demanded in the market by its customers.77% of respondents are not satisfied.While conducting the survey.Because unlimited 4G schemes are considered by customers. 6. 1.Reliance JIO has wide market captured in Muradnagar.Wide network coverage is available in Muradnagar areas.LYF handsets are highly selling products in Muradnagar markets.Redmi. 3. But LYF handsets are more preferred by the customers.Highly competition among other mobiles Samsung. 7. The following are the findings of the study.and 29. 9. 4. At last it can be said that there are a lot of scope of Reliance jio market in near future 86 .I found that most of 71.Because still they have network problem in deep rural areas.all the customers are preferred its products & services.Most of the customers are preferred to buy and utilize the LYF handsets because its demand is very high in the area of Muradnagar.23% respondents are satisfied with Reliance JIO.Reliance JIO is the market leader in Muradnagar areas. 8.HTC. 5. 2.Reliance JIO is enhanced the potential market share in Muradnagar.Customers are satisfied the 4G unlimited services as comparison to others services. LIMITATIONS LIMITATIONS 87 . 5. 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. Stipulated short span of time for survey. Study accuracy totally based upon the respondents response. 4.1. As the sample size of the survey was so small and comprise of only 300 customers. The behavior of the customer is unpredictable which may result in the lacking of accuracy in the data. 88 . 2. the results may have some prone to errors. 3. The first problem I faced is in getting the co-operation of the customers. 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 89 . CONCLUSION CONCLUSION Reliance JIO has become a very successful brand in India & providing customer satisfaction is to be there main motive. 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. the company will be booming in the telecom industry. Also good number of customers who are willing to switch from their respective subscribers showed interest in Reliance JIO. attractive 4G schemes & customer services as well as lifetime roaming free services.Because 3G services was unable to meet out customer needs and wants.Reliance JIO is capturing the wide area of Indian markets increasingly day by day. these statistics imply a bright future for the company. attractive 4G schemes & customer services to cover one of the widest areas.Hence.That’s why 4G has been evolved for Indian customers. 90 . It possesses congestion free & wide network. From the details it can be concluded that 80% of Reliance JIO users preferred to remain with Reliance JIO and fully stisfied.It can be said that in near future. Reliance JIO possesses congestion free & wide network coverage.services. Reliance JIO is a home brand company and a very emerging brand in India and will be successful in overseas market in upcoming years. SUGGESTIONS SUGGESTIONS 91 . Enhance the market penetration & shares in every market and give the high competition to others company. 5.Replenish the products on Retailer’s shop on right time.Get the feedback from existing customers about Reliance JIO and take the reference for making new customers.1.recognition & honour on several occasion for our retailers would help a lot.where it is lacking.posters.It should be highlighted punch line”LYF DEKHO LYF JAISI”.Spread out the awareness about Reliance JIO in deep rural areas.and neon (electric) sign boards in every areas. 92 . 2. 4. 10.The customer care people and also employees in Reliance JIO should try to convey brand Reliance JIO while talking to people.Because most of rural people are not having the knowledge about Reliance JIO. 9.Make the advertisement of Reliance JIO by putting hoardings. 8. 3.In today’s era the Reliance JIO must focus on rural areas to get the people attention and gather the rural people interest.Remove(exterminate) the problem of calling congestion & call drop. 6.boards.praise.We should try building a good relationship with all retailers. BIBLIOGRAPHY BIBLIOGRAPHY Referred Books: 93 . begins at telecom arm Reliance Jio. December 25. 2015 Reliance Industries buys 95% stake in IBnfotel Broadband for Rs 4.com 94 . The Economic Times Business Line Reliance Jio employees to get freebies.800 cr.JIO.wikipedia.com o www.com o www. discount on 4G service. New Delhi. 2015. C.MYLYF. Articles: Mukesh Ambani's son Akash Ambani joins Reliance Industries.D. Sharma Research Methodology – C. December 27. The Economic Times Reliance Jio Infocomm launches 4G services for employees. Principles of Marketing –Philip Kotler & Kevin keller edition 12 Market Research – D. 2015 Reliance to launch Jio by Dec.R (2004): Research Methodology Methods & Techniques‟. retrieved December 29. Zigangirov. Kothari. Business Standard Web Sites: o www.R. Kothari Books & magazine on mobile communication-Kamil Sh. Gadgets 360 - NDTV. 2nd Edition. The Economic Times.google. 2015. New Age International Publishers.com o www. retrieved December 29. set to kick off pricing war. ANNEXURE 95 . Airtel 2. ANNEXURE NAME: ------------------------------------ AGE: ------------------------------------ SEX: ------------------------------------ OCCUPATION: .Idea 4.----------------------------------- MOBILE NO: ------------------------------------ ADDRESS : ------------------------------------ Questionnaire 1.which operator’s service do you use? 1.Vodafone 3.Reliance JIO 4.Are you aware about Reliance JIO? a)Yes b)No 3.What is your average monthly expenditure on mobile (in RS)? a)Rs100-Rs200 B)Rs200-Rs300 c)Rs300-Rs400 d)Above Rs500 96 .Do you have a mobile phone? a)yes b)No 2. Which feature of Reliance jio convinced you to use this? a)Connectivity b) Schemes c) Advertisements d)Goodwill 8.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.All services 97 .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.Unlimited calling services b).Unlimited Data services c).From which source you came to know about Reliance JIO? a)News paper b)Advertisement c)Mouth publicity d)Hoardings 6.Unlimited sms services d). Why did you choose this service provider a).5. For what reason do you call customer care? a)Value added services b) Information regarding new schemes c)Complaints d)Other queries 12.Do you call at customer care? a)Yes b)No If Yes.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.Daily 2.10.Once in week 3. Are you satisfied with Reliance JIO services? a)Yes b)No 13. Would you like to recommend others? a)Yes b)No 98 .Rarely 11.how often you call at customer care? 1.Once in month 4. Rate the following Reliance JIO services on basis of your satisfaction? Services Excellent Very Fairly Average Poor good good Network coverage Data service Calling service Value added services Customer care New schemes and offers 99 . 15.