Industrial training project report on

Customer Satisfaction in

RELIANCE JIO INFOCOMM LTD., AIZAWL

For the partial fulfillment of the requirement

for the award of

5Years Integrated Masters in Business Administration

Under the supervision of:

Mr. Vanlalmuana Parte

Center Manager

Submitted by:

JH Vanlalawmpuia

5th Sem IMBA

Roll No: IMBA-15/38

DEPARTMENT OF MANAGEMENT
SCHOOL OF ECONOMICS MANAGEMENT AND LIBRARY
INFORMATION SCIENCE
MIZORAM UNIVERSITY
TANHRIL, AIZAWL

1
 ACKNOWLEDGEMENT

The completion of this summer internship training report on Reliance Jio, Ramhlun, Aizawl

is due to the courtesy of all those who were involved with my efforts. This project would not

be completed without my expression of gratitude to them.

I am grateful to my guides and sincere thanks to Mr. Vanlalmuana Parte, HR Manager,

Reliance Jio, Aizawl, Mizoram who gave me opportunity to undergo the project at

Customer’s Satisfaction at Reliance Jio and their valuable and timely guidance while doing

this project.

I also express my thanks to my family and friends for guiding and encouraging me while

doing this project.

JH Vanlalawmpuia

IMBA-15/38

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 DECLARATION

I JH Vanlalawmpuia, 5th Semester Integrated Master of Business Administration of Batch

2015 of Department of Management, Mizoram University hereby declare that “A Project

report on Customer’s Satisfaction of Reliance Jio” was carried out by me under the guidance

and supervision of Mr. Vanlalmuana Parte.

This project is submitted to the Department of Management, Mizoram University.

This project is my original work and has not been used or submitted earlier to any other

purpose.

Place: Aizawl JH Vanlalawmpuia

Dated: 28th September 2017 IMBA-15/38

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1. PART ONE

Company Profile

Reliance Jio Infocomm Limited, or Jio, is an LTE mobile network operator in

India. It is a wholly owned subsidiary of Reliance Industries headquartered

in Navi Mumbai, Maharashtra that provides wireless 4G LTE service network

(without 2G/3G based services) and is the only 'VoLTE-only' (Voice over LTE)

operator in the country which lacks legacy network support of 2G and 3G, with

coverage across all 22 telecom circles in India.

The services were first beta-launched to Jio's partners and employees on 27th

December 2015 on the eve of 83rd birth anniversary of late Dhirubhai Ambani,

founder of Reliance Industries, and later services were commercially launched on

5th September 2016.

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband

Services Limited (IBSL) for 4,800 crore (US$750 million). Although unlisted,

IBSL was the only company that won broadband spectrum in all 22 circles in

India in the 4G auction that took place earlier that year. Later continuing as RIL's

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telecom subsidiary, Infotel Broadband Services Limited was renamed as Reliance

Jio Infocomm Limited (RJIL) in January 2013.

In June 2015, Jio announced that it will start its operations all over the country by

the end of 2015. 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$26 million) which was arbitrary and

unreasonable, and contributed to a loss of 2,284.2 crore (US$360 million) to the

exchequer.

The Indian Department of Telecom (DoT), however, refuted all of CAG's claims.

In its statement, DoT explained that the rules for 3G and BWA spectrum didn't

restrict BWA winners from providing voice telephony. As a result, the PIL was

revoked, and the accusations were dismissed

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 ORGANIZATIONAL STRUCTURE

An organizational structure defines how activities such as task allocation, coordination and

supervision are directed toward the achievement of organizational aims. Organizations need

to be efficient, flexible, innovative and caring in order to achieve a sustainable competitive

advantage. Organizational structure can also be considered as the viewing glass or

perspective through which individuals see their organization and its environment. In other words,

Organizational structure defines the functional and reporting relationships in the

Dealership. It also clarifies on future growth prospects in the organization, leading to

employee motivation and retention. Organizational structures can be simple or

complex depending upon organizational size and financial strength. But too many

layers in the organization structure should be avoided.

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Fig.1: Organizational Structure of Reliance Communications

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 MAIN PRODUCT

JIO PHONE

On 21st July 2017, Jio introduced its first affordable 4G feature phone, powered by KaiOS,

named as JioPhone. The price announced for it is Rs.0 with a security deposit of Rs.1500

which can be withdrawn back by the user by returning the JioPhone at Jio stores only after 3

years.

This phone is scheduled to be released for beta users on 15th August 2017 and pre-booking

for regular users will start from 24th August 2017 onwards.

4G BROADBAND

The company launched its 4G broadband services throughout India on September 2016. It

was slated to release in December 2015 after some reports said that the company was waiting

to receive final permits from the government. Jio offers fourth-generation (4G) data and

voice services, along with peripheral services like instant messaging and streaming movies

and music.

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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.

LYF SMARTPHONES

Fig 2: An image of LYF WATER 2 phone with IPS display.

In June 2015, Jio entered into an agreement with domestic handset maker Intex to supply 4G

handsets capable of voice over LTE (VoLTE). However, in October 2015, Jio announced that

it would be launching its own mobile handset brand named LYF.

On 25th January 2016, the company launched its LYF smartphone series starting with

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Water 1, through its chain of electronic retail outlets, Reliance Retail. Three more handset

models have been released so far, namely Water 2, Earth 1, and Flame 1.

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 Surat, Ahmedabad in Gujarat,

and Visakhapatnam in Andhra Pradesh, 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.

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.

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JIO APPS

Fig. 3: An image of Jio sim card pouch as distributed by Reliance Jio Infocomm

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

 JioTV - A live TV channel service

 JioCinema - An online HD video library

 JioChat Messenger - An instant messaging app

 JioMusic - A music player

 Jio4GVoice (earlier JioJoin) - A VoLTE phone simulator

 JioMags - E-reader for magazines

 JioXpressNews - A news and magazine aggregator

 JioSecurity - Security app

 JioDrive - Cloud-based backup tool

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 JioMoney Wallet - An online payments/wallet app

 JioSwitch - Transfer content

 JioNet - Connect to JioNet Wi-fi

AFFORDABLE 4G PHONES

Reliance Jio has teamed up with Google to manufacture affordable 4G handsets. These

phones will run exclusively on Jio network. The two companies are also working on

developing a software for smart-TV services. Both are expected to launch in 2017.

JIOFI

Jio has also launched Wi-Fi routers by the name JioFi. The Reliance JioFi is a small device

that will fit into one’s pocket, and acts as a bridge between the 4G network and a local Wi-Fi

network that it creates, which phone, laptop, and other devices can connect to. It's a very

simple way of getting a home online, and it comes with a rechargable battery, that means

that it can be plug in at home, or put it in one’s pocket and take the 4G network connection

outdoors.

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 MARKET

Reliance Jio’s Marketing Strategy and Case Study

Reliance Jio aims at creating an entire digital ecosystem, offering broadband services,

applications, smart devices and mobile telephony facilities. Its offerings range from a wide

library of recorded and live music programs, television shows, sports programs to movies. Jio

Money, Jio Play and Jio Join app are among the most popular Jio applications.

Jio has appointed 50 customer acquisition and relationship managers who are hiring teams

that will target to sign up 1 million users each in the first two months, said the person cited

earlier. The company wants to get to 100 million users in 100 days.

Mukesh Ambani finally acknowledges the universal thruth that globally consumers pay for

either calls and texts, or data and that they don’t pay for both. This universal thruth helps

establish a new industry norm in Reliance’s policies. Mukesh also said Reliance is going to

charge 1/10th of the standard in telecommunications charges.

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With every Reliance Jio sim, regardless of the package you buy, even the cheapest one, you

get absolutely free:

 Unlimited voice calls, to any number at all, local or STD.

 Absolutely no such thing as roaming or charges of roaming which means all the prices

are the same through India.

 Reliance Jio apps which will also free surfing of movies music and live TV free till

December 2017.

If you opt for any plan above the base one, which is Rs. 150, so starting from the Rs.500 a

month plans to more, you get:

 Unlimited texts, local or STD.

 Unlimited high speed night time 4G usage.

 Students get an additional 25% data usage if they register their sim card on a student

ID.

There is obviously some catches and marked terms and conditions for everything that

seems too good to be true. Here are few things that you need to look out for:

 Essentially the starter Rs. 150 a month pack is good, but not marvelously great. The

brilliant pricing starts from the Rs. 500 a month plans.

 Reliance has a naughty network resulting in weak signals and call drops. Maybe that

is something to keep in mind before switching.

 All packs work for 28 days, not 31 days. So essentially in the long run, you would end

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 up buying 13 packs a year and not 12. But that’s the norm with all other brands too.

 If you try to trick the system by tethering using a hack on your smartphone beyond

your usage allowance of tethering, and if Reliance finds out, you could not only face

legal action but also be banned from Reliance’s networks for life.

Mukesh Ambani’s Plan for Jio

Billionaire Mukesh Ambani’s Reliance Industries Ltd. Plans to inject about 150 billion

rupees ($2.2 billion) into its wireless unit as it prepares to take on peers such as Bharti

Airtel Ltd. In the world’s second largest mobile phone market.

The unit, Reliance Jio Infocomm Ltd. Will issue 15 billion new shares at Rs. 10 each to

existing shareholders, the India based company said in an exchange filing late Monday,

without saying how it would spend the money. The industrial group owns more than 99

percent of the affiliate, according to its 2015 annual report.

Ambani, India’s richest person, is plowing more money into the wireless business as he

prepares to shake up the country’s crowded, indebted industry by introducing fourth

generation wireless services through Jio. The Reliance unit has been buying spectrum

since 2010 under a plan to return this quarter to a market that now has more than 1 billion

mobile subscribers.
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Jio’s capital expenditure now is above 1 trillion rupees, not accounting for the payment

for the spectrum pacts, Thakur said, adding Reliance Communications hasn’t been paid

anything for the spectrum agreements yet. Jio could evaluate options for sharing and

trading airwaves with smaller carriers, Joint Chief Financial Officer Srikanth

Venkatachari told reporters.

Reliance Jio is expected to get 80 million subscribers by March 2018, with more than half

churning out of the top three operators, according to a report by CLSA, “escalating the

competition and impacting realizations.” Billionaire Sunil Mittal, Chairman of India’s

largest carrier Bharti, had said Jio’s entry will shake up the sector and trigger

consolidation.

Jio Competitive Pricing

Jio 4G data services are not intended to lure only the high end customers but also focus

on the low to mid range segments. These sections of the market are being targeted by

offering all services at reasonable prices.

LYF smartphones are priced between Rs. 4000 to Rs. 19000 which provides maximum

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off take, therefore helping Jio derive high returns.

Single Device Country

The prices of LYF handsets have been determined considering that India is soon

becoming a country where smartphones users prefer to perform most task on their cellular

devices. Recently, Reliance Jio launched LYF Wind 1 which is one of the best mobile

under Rs. 10000 under the LYF brand. From keeping a track of the latest news, watching

movies, playing games, to reading books, the smartphone is becoming an all-

encompassing device.

This very reason is the motivation behind Reliance Jio’s attempt at creating affordable

handsets and services that meet high quality standards.

Jio Services

Jio aims at creating an entire digital ecosystem, offering broadband services, applications,

smart devices, and mobile telephony facilities. Its offerings range from a wide library of

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recorded and live music programs, television shows, sports programmes to movies.

Jio Money and Jio Pay are among the most popular Jio applications.

Jio Play

The Jio Play content streaming service allows users to conveniently catch up on their

favorite TV shows. It allows uninterrupted entertainment without buffering videos and

also provides a seven day back up of shows.

E-Health Services

Reliance Jio has recently entered into an association with a public health center in Punjab.

The company’s e-health services are currently being tested there. The goal is to create a

platform wherein video calls can enable both medical examinations and diagnosis of

patients.

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Reliance’s Stake

Titled as the biggest bet made in the telecom industry, the parent company – Reliance

Industries Limited (RIL) has invested more than $22 billion in Jio. This investment helps

Jio provide high quality services due to its extensive 4G spectrum, advanced technology,

and the widest accession of optical fiber network in the country.

A source stated that prior to the commercial launch, everything will be checked, and re-

checked in order to eliminate all glitches and create a seamless experience.

Infrastructural Support

Reliance Jio is equipped to offer data plans operating at speed of 8 to 10 MBPS. The

company has also invested in 500,000 sq.ft. of data centers which are currently

functioning in Noida, Nagpur and Navi Mumbai. An additional 500,000 sq.ft. of area will

also become operational for the same prior to the commercial launch. These centers not

only aid efficient storage of data but also act as servers for Jio applications.

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2. PART TWO

A. Introduction

Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty. "Customer satisfaction data are among the most frequently collected

indicators of market perceptions. Their principal use is twofold:"

1. "Within organizations, the collection, analysis and dissemination of these data send a

message about the importance of tending to customers and ensuring that they have a

positive experience with the company's goods and services."

2. "Although sales or market share can indicate how well a firm is performing currently,

satisfaction is perhaps the best indicator of how likely it is that the firm’s customers

will make further purchases in the future. Much research has focused on the

relationship between customer satisfaction and retention. Studies indicate that the

ramifications of satisfaction are most strongly realized at the extremes."

On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become

return customers and might even evangelize for the firm. (A second important metric related

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to satisfaction is willingness to recommend. This metric is defined as "The percentage of

surveyed customers who indicate that they would recommend a brand to friends." When a

customer is satisfied with a product, he or she might recommend it to friends, relatives and

colleagues. This can be a powerful marketing advantage.) "Individuals who rate their

satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by

making negative comments about it to prospective customers. Willingness to recommend is a

key metric relating to customer satisfaction."

In today’s world every organization needs to conduct an effective program. Companies

conducts market research program in order to communicate with the customers and

identify specific requirements to meet the customers satisfaction and improvement sales.

The reason of this project is to identify the customer’s opinion on the sales services

provided by the company and their satisfaction towards the sales services.

In order to ascertain the proper meaning and impact of information furnished, the

statements are required to be analyzed and interpreted in a proper manner and findings of

this research will show how much satisfaction has been provided to customers by Reliance

Jio Infocomm Ltd.

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B. Objectives of the Study

1. To identify if the customer of Reliance Jio are satisfied with Jio and its services.

2. To figure out possible improvement programs to reduce dissatisfaction of the

Customers

C. Methodology

Research Methodology is the process used to collect information and data for the

purpose of making business decisions. The methodology may include publication

research, interviews, surveys and other research techniques, and could include

both present and historical information.

It is well known fact that the most important step in marketing research process is

to define the problem. Choose for investigation because a problem well defined is

half solved. That was the reason that at most care was taken while defining

various parameters of the problem. A questionnaire was designed major emphasis

of which was gathering new ideas or insight so as to determine and bind out

solution to the problems.

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Sources of Data

This research include gathering of both primary and secondary data.

Gathering of the primary data was done through questionnaire by giving the prepared set of

questionnaires to the customers and secondary data were taken from the records

of the company, internet, company website etc.

Instrument Used for Data Collection

The instrument used for collection of data were mainly questionnaires, Internet

(Company Websites).

Sample Size

This research was carried out in Mizoram, mainly Aizawl and data from other

customers who uses Jio 4G sim card in their smartphones . Each customer was asked about

how they see Jio as compared with other telecommunication companies and their feedback

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was used as the conclusions for the feedback of the whole Reliance Jio Infocomm Ltd. in

Aizawl.

Findings

The customers of Jio are mainly satisfied with the data plan of Jio, and the different kind of

services that it provides such as free call and free sms. The customers generally agrees that

the launch of Jio in Aizawl has change the price of recharging amounts of different other

companies as well. The main dissatisfaction point of the customers is that the network of Jio

inside Aizawl is weak and is not that stable.

Conclusion

Reliance Jio Infocomm Ltd. Marketing strategies is one of the best strategies that Aizawl has

ever seen and the customers of Jio are also satisfied about the price, the data plans and the

different kinds of free services that it provides as compared to other telecommunications

company in Aizawl. The only thing that Jio needs to fully satisfied their customer and the

people of Aizawl is to have a better and more stable network.

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Appendix

QUESTIONNAIRE

CUSTOMER SATISFACTION ON RELIANCE JIO

1. How likely is it that you would recommend this company to a friend or colleague?

Not at all likely Extremely likely

0 1 2 3 4 5 6 7 8 9 10

2. Overall, how satisfied or dissatisfied are you with Reliance Jio company?

Very satisfied

Somewhat satisfied

Neither satisfied or dissatisfied

Somewhat dissatisfied

Very dissatisfied

3. Which of the following words would you use to describe Jio?

Reliable

High quality

Useful

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 Unique

Good value for money

Overpriced

Impractical

4. How well do you think the network of Jio is in Aizawl?

Extremely well

Very well

Somewhat well

Not so well

Not at all well

5. How would you rate the usefulness of the free call in Jio?

Extremely useful

Very useful

Somewhat useful

Not so useful

Not useful at all

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6. How would you rate the usefulness of the free sms in Jio?

Extremely useful

Very useful

Somewhat useful

Not so useful

Not useful at all

7. How likely are you to use Jio again?

Extremely likely

Very likely

Somewhat likely

Not so likely

Not at all likely

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