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SESSION 2017-18








The Project work is field which uses tools and techniques to transfer subjectivity
in the environment into objectives, also the findings of the research, when applied
show results, which can be measured and evaluated so there is feedback this is what
makes it a dynamic activity.

This survey is an analytical study of a different facts of the product. The focus is given
on the CUSTOMER SATISFACTION OF RELIANCE JIO for the partial fulfillment
of MBA IV SEM. . Degree.

The idea behind this project is to give practical knowledge and to make them to
face real life situation. The project survey is commonly used for the collection from the
respondents through questionnaire. In this method statistical techniques have been
used systematically. This project survey is not only with my own efforts but also that of


Preparing a project of this nature is an arduous task and I was fortunate enough
to get support from a large number o persons. I wish to express my deep sense of
gratitude to all those who generously helped in successful completion of this report by
sharing their invaluable time and knowledge.

It is my proud and previledge to express my deep regards to Respected HOD DR.

ASHFAQ SIDDIQUE, Head of Department for allowing me to undertake this project.

I feel extremely exhilarated to have completed this project under the able and
inspiring guidance of MR. ASHISH JAIN SIR he rendered me all possible help me
guidance while reviewing the manuscript in finalising the report.

I also extend my deep regards to my teachers , family members , friends and all
those whose encouragement has infused courage in me to complete to work successfully.


Date :

I declare that the project report titled CUSTOMER SATISFACTION OF

RELIANCE JIO is may own work conducted under the supervision of DR.

ASHFAQ SIDDIUE HOD Department of Business Management Infinity

Management and Engineering College. To the best of my knowledge the

report does not contain any work , which has been submitted for the award of

any degree , anywhere.


The project report titled CUSTOMER SATISFACTION OF


under the guidance and supervision of MR. ASHISH JAIN SIR for the partial

fulfillment of the Degree of M.B.A.

Signature of the Signature of the Signature of the

Supervisor Head of the Department Examiner


S.No. Description Page No.

A Student Declaration
B Acknowledgement

C Preface

D Executive Summary

1. Introduction of the topic

2. Industry profile

3. Company profile

4. Literature review

5. Introduction to the problem

6. Scope of the study

7. Objective of the study

9. Research methodology

10. Data analysis and Data presentation

11. Findings

12. Limitation

13. Conclusion

14. Suggestions

15. Bibliography

16. Annexure


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

Shopping malls




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

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 consumers
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.

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.


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.
For example, a drivers 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 Indias 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.



Jio's headquarters in RCP, Navi Mumbai

Formerly Infotel Broadband Services

called Limited (2009 - 2013)
Reliance Jio Infocomm
Limited (2013 - 2015)

Type Subsidiary
Industry Telecommunications
Headquarters Navi Mumbai, Maharashtra, India

Key people Sanjay Mashruwalla (Managing

Jyotindra Thacker (Head of IT)
Akash Ambani (Chief of Strategy)

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
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),
Indias 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

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.

RJILs 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
Bharti Airtel --- 23% Market Share
Vodafone India --- 18% Market Share
Idea Cellular --- 15% Market Share
Reliance Communications --- 12% Market Share
BSNL --- 10% Market Share
Aircel --- 8% Market Share
TATA Infocomm --- 7% Market Share
Others --- 7% Market Share

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

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


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 & Subsidiaries:

Acquired Infotel Broadband Services Limited in 2010.
Technology - Rancore Technologies
ILD & NLD - Infotel Telecom.


An agreement with Ascend Telecom for their more than 4,500 towers across India. (June
An agreement with Tower Vision for their 8,400 towers across India. (May 2014)
An agreement with ATC India for their 11,000 towers across India. (April 2014)
An agreement with Viom Networks for their 42,000 telecom towers. (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. (December 2013)
A key agreement for international data connectivity with Bharti to utilise dedicated fiber
pair of Bhartis i2i submarine cable that connects India and Singapore. (April 2013)
Agreements with Reliance Communications Limited for sharing of RCOMs 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).


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.
Reliance Jio is deploying LTE-TDD technology for 2.3 GHz spectrum band, acquired in
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.
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-
Once commercially launched, Jio users can have access to Reliance Communications 2G
& 3G network.


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

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.



The company has launched its 4G broadband services throughout India in the first quarter of
2016 financial year.It was slated to release in December 2015 after some reports said that the
company was waiting to receive final permits from the government.Mukesh Ambani, owner of
Reliance Industries Limited (RIL) whose Reliance Jio is the telecom subsidiary, had unveiled
details of Jio's fourth-generation (4G) services on 12 June 2015 at RIL's 41st annual general
meeting. It will offer data and voice services with peripheral services like instant messaging, live
TV, movies on demand, news, streaming music, and a digital payments platform.
The company has a network of more than 250,000 km of fiber optic cables in the country, over
which it will be partnering with local cable operators to get broader connectivity for its
broadband services. With its multi-service operator (MSO) licence, Jio will also serve as a TV
channel distributor and will offer television-on-demand on its network.

Pan-India Spectrum
Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles, respectively, of the
total 22 circles in the country, and also owns pan-India licensed 2,300 MHz spectrum. The
spectrum is valid till 2035.Ahead of its digital services launch, Mukesh Ambani-led Reliance Jio
entered into a spectrum sharing deal with younger brother Anil Ambani-backed Reliance
Communications. The sharing deal is for 800 MHz band across seven circles other than the 10
circles for which Jio already owns.

Reliance jios 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


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.


Technical Specifications

Qualcomm Snapdragon 210 MSM8905
Operating System: Android Lollipop 5.1
SIM Slot: Dual SIM (4G+2G)*
Processor (CPU): Quad-Core 1.5GHz ,Screen Size: 4 Inch

Chipset: Quad-Core 1.5GHz

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

Capacity: 1700 mAh, Lithium Ion Battery

Talktime: Up to 4.5 hours (4G)

STORAGE CAPACITY Internal Memory: 4 GB

Expandable Memory: Up to 32 GB

Rear Camera : 5MP Auto Focus

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

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


Technical Specifications


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


4G: Yes, LTE CAT4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)

Technical specifications

QualcommSnapdragonTM 410 MSM8916
Operating System: Android 5.1 Lollipop
SIM Slot: Dual SIM (4G+2G)
GENERAL 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

4G: Yes, LTE Cat 4
True 4G (LTE Support): VoLTE (Video & HD Voice Call)


Technical specifications



GENERAL FEATURES Operating System: Android Lollypop 5.1

SIM Slot: Dual SIM (4G+2G),
Processor (CPU): Quad-core 1.0GHz


Graphics (GPU): ARM (MaliT720-Mp1)@600 MHz

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

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:
MyJio - Manage Jio Account and Digital Services associated with it
JioPlay - A live TV channel service
JioOnDemand - An online HD video library
JioChat Messenger - An instant messaging app
JioBeats - A music player
JioJoin - A VoLTE phone simulator
JioMags - E-reader for magazines
JioXpressNews - A news and magazine aggregator
JioSecurity - Security app
JioDrive - Cloud-based backup too
JioMoney Wallet - An online payments/wallet app.



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.


3 Months Free Unlimited 4G Internet in LYF smartphones and others all 4G

smarthphones (Samsung,Micromax,Karbon,Lava,HTC,Gioni etc.)

3 Months Free Unlimited Calling (At any network)

3 Months Free Unlimited SMS

Life time Roaming Free (All over India)

2 Years Warranty (LYF handsets only)

Branding and Marketing

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


This study covers customers about Reliance JIO in the areas of Sagar .

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 Sagar .


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 Sagar .



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 executives

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:

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.
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 Sagar areas-Railway road,

Kasba road,Rawli road,Sarna road,Sainthali,Duhai etc.

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


Age group of respondents

Age % of respondents No. of respondents

20-25 20% 60

25-30 26.66% 80

30-35 30% 90

Above 35 23.33% 70

20% of the respondents are between the age group 20 25.
26.66% of the respondents are between the age group 25 35.
30% of the respondents are between the age group 30 35.

23.33% of the respondents are above 35 years of age.

Occupation of the respondents

Occupation % of respondents No. of respondents

Students 16.66% 50

Business man 30

Private employees 30% 90

Govt. employees 26% 80

16.66% of the respondents are Students.
26.66% of the respondents are Businessmen.
30% of the respondents are from Private employees.

26% of the respondents are Govt.Services


1.Do you have a mobile phone?


Mobile users % of respondents No. of respondents

Yes 100% 300

No 0% 0

100% of the respondents are Mobile users.


2.Are you aware about Reliance JIO?


Awareness % Of respondents No. of respondents

Yes 93.33% 280

No 6.66% 20

93.33% of respondents are aware about Reliance JIO.
6.66% of respondents are not aware about Reliance JIO

3.which operators service do you use?
2.Reliance JIO
4. Vodafone

Operator user % of respondents No. of respondents

Airtel 30% 90

Reliance JIO 23.33% 80

Idea 20% 60

Vodafone 26.66% 70

30% of respondents are Airtel users
23.33% of respondents are Relianc JIO users.
20% of respondents are Idea users.

26.66% of respondents are Vodafone users.

4.What is your average monthly expenditure on mobile (in RS)?
d)Above Rs500

Expenditure (Rs) % of respondents No. of respondents

Rs100-Rs200 35.71% 100

Rs200-Rs300 32.14% 90

Rs300-Rs400 28.57% 80

Above Rs500 10.71% 30

35.71% of respondents are monthly expenditure on mobile.
32.14% of respondents are monthly expenditure on mobile.
28.57% of respondents are monthly expenditure on mobile.

10.71% of respondents are monthly expenditure on mobile.

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 Sagar .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 Sagar .

4.Customers are satisfied the 4G unlimited services as

comparison to others services.

5.Reliance JIO is the market leader in Sagar areas,all the

customers are preferred its products & services.

6.Reliance JIO is enhanced the potential market share in Sagar .

7.Highly competition among other mobiles Samsung,Redmi,HTC. But

LYF handsets are more preferred by the customers.


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.


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.Thats 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 todays
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


1.In todays 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 Retailers 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 lineLYF DEKHO LYF

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.


Referred Books:

Kothari. C.R (2004): Research Methodology Methods & Techniques, New Age International
Publishers, New Delhi, 2nd Edition.
Principles of Marketing Philip Kotler & Kevin keller edition 12
Market Research D.D. Sharma
Research Methodology C.R. Kothari
Books & magazine on mobile communication-Kamil Sh. Zigangirov.

Mukesh Ambani's son Akash Ambani joins Reliance Industries; begins at telecom
arm Reliance Jio, The Economic Times
Reliance Jio Infocomm launches 4G services for employees, The Economic Times,
December 27, 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 employees to get freebies, discount on 4G service, Gadgets 360 -
NDTV, December 25, 2015, retrieved December 29, 2015
Reliance to launch Jio by Dec, set to kick off pricing war, Business Standard

Web Sites:
o www.JIO.com

o www.MYLYF.com

o www.google.com

o www.wikipedia.com

NAME: ------------------------------------

AGE: ------------------------------------
SEX: ------------------------------------
OCCUPATION: - -----------------------------------
MOBILE NO: ------------------------------------
ADDRESS : ------------------------------------

1.Do you have a mobile phone?

2.Are you aware about Reliance JIO?


3.which operators service do you use?

4.Reliance JIO

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

d)Above Rs500

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

a)News paper

c)Mouth publicity

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?

b) Schemes
c) Advertisements

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

10.Do you call at customer care?


If Yes,how often you call at customer care?
2.Once in week
3.Once in month

11.For what reason do you call customer care?

a)Value added services
b) Information regarding new schemes
d)Other queries

12. Are you satisfied with Reliance JIO services?


13.What should be improved in Reliance JIO services

a)Improve in Network coverage
b)Remove calling congestion
c)Upgrade in Android version

14. Would you like to recommend others?

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

Services Excellent Very Fairly Average Poor
good good


Data service

Calling service

Value added

Customer care

New schemes
and offers