A study on Drivers of brand switching behaviour of

consumers from Jio to Airtel

 Table of Content

1. Executive Summary 01-02

2. Abstract 03 -04

3. Problem Statement 05-05

4. Literature Review 06-07

5. Objective 08-08

6. Hypothesis 08-08

7. Research Design 09-10

8. Data analysis and interpretation 11-32

9. Findings 33-33

10. Suggestions 34-34

11. Conclusion 35-35

12. Annexure 36-37

Bibliography 38-38
 Executive summary

A study was conducted to analyse the factors behind switching brand from Jio to Airtel. In this
study a group of 10 students examined the customer satisfaction level from services provided
by Jio & Airtel and they also worked to understand the perception of customers toward Jio
and Airtel services. Data was collected from 200 respondents from all over the India (Pan
India). It is complete research which included knowledge about telecom industry, literature
review, certain objectives were there, hypothesis tested, research design, data analysis and
interpretation.

Purpose
At the time of launching and for year jio gained large number of customers from existing
market. Customers using other telecom company services provider shifted to Jio in allure of
attractive offers. But over the time customers start facing network and call dropping issues
while using services of reliance jio. Big problem which being face by customer is network
connectivity. Hence customers start shifting toward Airtel in search for strong network
connectivity all over the India.

Research type
In this study primary research is conducted. It was done by providing questionnaire to 200
respondents. The respondents were asked about the questions related to network
availability, attractiveness of offers, service quality, network speed, voice quality and data
services provided by Jio and Airtel along with reason behind switching brand from jio to
Airtel.

Key facts
 The study was conducted over the Pan India. Students, Service class people,
Businessmen and Homemakers who has switched brand from Jio to Airtel.
 Convenience sampling was used to collect the appropriate data from the
respondents.

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  For analysing the data SPSS 20 is used, various statistical tools such as mean, standard
deviation, frequency, independent sample t test are applied to analyse the collected
data. And Anova test was used for Hypothesis.

Findings and analysis

Jio had promised the best mobile data speed India has ever experienced, and jio also did, But
the reality is that at present the speed varies between 0.4 MBPS to 5 MBPS. As a matter of
facts on several occasions, Airtel's 4G has proved to be faster than Jio especially in congested
areas and while in metros or train.

Airtel network is much more dependable by all accounts, as the continuing industry
discussions with the regulator on the broader issue of call drops demonstrates. But at around
10% failure rate, it is a far better experience for its customers as compared to Jio. when we
talk about the best budget pan, this is the best prepaid offering from Airtel in terms of data.
Airtel offers 2GB data per day along with unlimited calls, free roaming, and 100 SMS in a day.
So we would call this as the best budget data plan. However, the latter can’t be counted
out just yet and is fighting hard to knock Airtel out of first place once more. Airtel as
India’s Fastest Mobile Network for 2016.

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 Abstract

The purpose of the study is to analyse the drivers of brand switching behaviour of
consumers from jio to Airtel. The study is aimed at examining the factor that led consumers
to switch from jio to Airtel as well as understanding the perception of customers toward Jio
and Airtel services. Data has been collected from 200 respondents from all over India pan
India) through questionnaire. SPSS 20 has been used for analysing the data.

The results of the study showed that the majority of the respondents have switched from
jio to Airtel, majority of respondents are not satisfied with network services provided by jio.
The results also showed that respondents prefer Airtel over jio .

Telecom Industry

India is currently the world’s second-largest telecommunications market with a subscriber

base of 1.17 billion and has registered strong growth in the past decade and half. The Indian
mobile economy is growing rapidly and will contribute substantially to India’s Gross Domestic
Product (GDP), according to report prepared by GSM Association (GSMA) in collaboration
with the Boston Consulting Group (BCG). App downloads in the country grew approximately
215 per cent between 2015 and 2017.

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Market Size

With 493.96 million internet subscribers, as of March 2018, India stands second in terms of
total internet users. As of June 2018, overall tele-density stood at 89.72 per cent. Urban tele-
density stood at 158.16 per cent and rural tele-density at 57.99 per cent.

Rise in mobile-phone penetration and decline in data costs will add 500 million new internet
users in India over the next five years, creating opportunities for new businesses. The monthly
data usage per smartphone in India is expected to increase from 3.9 GB in 2017 to 18 GB by
2023.

India’s smartphone market grew 14 per cent year-on-year to a total of 124 million shipments
in 2017, as per IDC. Availability of affordable smartphones and lower rates are expected to
drive growth in the Indian telecom industry.

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 Problem Statement

India is one of the largest smart phones markets in the world in terms of volume. So many
numbers of network services are available in this world and each and every firm is expected
to maximize their market share and profit. India is currently the second largest
telecommunication market and has the second highest number of internet users in the world.

“JIO” the product of Reliance Jio Ltd entered into the market in year September, 2016. It is
the only Voice over Long-term Evolution (VOLTE) service in India. It has no separate charges
for voice calls and all the calls are made over the internet. Jio provides high speed internet
connectivity [4G], rich communication services and various digital services on free of cost.
Reliance has changed the game very much by offering the free voice calls and discounted data
packs with its provision of a “basket of services.”

At time launching and for year jio gained large number of customers from existing market.
Customers using other telecom company services provider shifted to Jio in allure of attractive
offers. But over the time customers start facing network and call dropping issues while using
services of reliance jio. Big problem which being face by customer is network connectivity.
Hence customers start shifting toward Airtel in search for strong network connectivity all over
the India.

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 Literature Review

Debarun Chakraborty studied the customer satisfaction and expectation towards a

telecommunication company in West Bengal. The results of the study revealed that the
dimensions that influence the satisfaction level of customers are: Core services (like good
coverage, good connectivity and network quality) and call rate. Further results show that
there is a significant relation between the brand name and the preference of customers.
Hence, it has been recommended that telecom companies should focus on connectivity, call
rate, coverage and network quality.

Ashutosh Mishra et.al conducted a Comparative study on major telecom service providers in
India. The objective of the study is to understand the attitude of people towards various
telecom services in India. The study found that Airtel outdoes its rest of the competitors in
the case of all the three business matrices used which are Net Sales, Profit after Tax Reduction
and Market capitalization. Also the level of satisfaction of the customers of Airtel is higher
than that of other customers

The study conducted by R.C.S. Rajpurohit and M.L. Vasita on Consumer preferences and
satisfaction towards various mobile phone service providers, with an objective to study the
consumers' satisfaction level towards various services offered by mobile phone service
providers. The study revealed that consumers prefer a particular.

telecommunication service provider on the basis of call tariffs, network coverage and value
added services.

Kobra Veisi and Muralidhar studied the customer satisfaction with reference to mobile service
providers in Hyderabad. The main objective of the study is to compare the satisfaction levels
of customers and to identify the hindering and facilitating factors associated with satisfaction.
The study found that customer satisfaction is assessed based on independent dimensions,
namely Tangibility, Reliability, Responsiveness, Assurance, Empathy, CSI and IPV.

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R. Sona priya and M. Sathiya in their study titled “Customer satisfaction towards Reliance Jio
network.” concluded that 52 percent of the respondents were satisfied with Jio services and
64 percent of respondents were suggesting in improving its network coverage.

KR Mahalalaxmi and Suresh Kumar in their study titled “A study on service quality and its
impact on customer’s preferences and satisfaction towards Reliance JIO in Trichy region”
concluded that 71% of the respondents were satisfied with Reliance Jio service provider. Call
dropping, decreased internet speed and No network coverage in rural areas were the causes
for dissatisfaction in Reliance Jio.

Bank of America Merrill Lynch [2016] conducted a survey and found that 96 per cent of the
customers were satisfied with Jio‟s voice quality and 66 per cent with data speeds. The study
said, 26 per cent using Jio as primary SIM and 21 percent as secondary SIM. Some 55 per cent
of the surveyed users find Jio‟s speed higher than that of other telecoms.

Jobin George et al., [2016] in their study titled „A research on JIO customer satisfaction in
South Karnataka‟ identified that SIM card availability, activation process and customer care
being the strong areas and call connectivity and 4G speed being the weak areas. They also
added that, customers‟ loyalty is moderate and prefer value for money.

R. Sorna priya and M. Sathiya [2017] in their study titled „Customer Satisfaction towards
Reliance Jio Network‟ stated that 52 per cent of the respondents are satisfied with Jio services
and 64 per cent of them were suggested to improve its network coverage.

KR Mahalaxmi and Suresh Kumar N [2017] in their study titled „Changing the Indian telecom
sector: Reliance Jio‟ revealed that the promotional offers of JIO enables more customers to
prefer and majority [97 per cent] of the respondents were satisfied with the services of Jio.

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 OBJECTIVE

1. To analyse the reason behind the consumer’s brand switching from jio to

Airtel.

2. To understand the perception of consumers towards the network of

Jio and Airtel.

3. To analyse consumer’s preference between Jio and Airtel service.

Hypothesis

1. H0: Consumers are not switching brand from Jio to Airtel.

H1: Consumers are switching brand from Jio to Airtel.

2. H0: Airtel is not providing better network than jio.

H1: Airtel is providing better network than jio.

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 RESEARCH DESIGN

The study is undertaken to explore and identify the drivers of brand switching behaviour of
consumers from Jio to Airtel and accordingly exploratory research design was applied to
achieve the objective of the research.

SAMPLE DESIGN

Sample Size -A sample of 200 respondents was taken for conducting the research.

Study Area And Sampling Unit -The study was conducted over the PAN India. Students,
Service class people, Businessmen and Homemakers who has switched brand from Jio to
Airtel.

Sampling Technique - Convenience sampling was used to collect the appropriate data
from the respondents. The study has been carried out during the month of October-
December, 2018.

TOOLS FOR DATA COLLECTION

Primary data: Primary data was procured by the self-structured questionnaire from the
respondents. The questionnaire was designed to assess the level of satisfaction from the
services of Reliance Jio. The respondents were asked about the questions related to network
availability, attractiveness of offers, service quality, network speed, voice quality and data
services provided by Jio and Airtel along with reason behind switching brand from jio to Airtel.

9
Scaling technique:

In the questionnaire, Likert scale is used to gauge the opinions of the respondents.

Secondary data: Secondary sources of data including several research papers and articles
as well as industry reports were referred to in addition to the primary data

TOOLS FOR DATA ANALYSIS

The following tests were applied to analyse the data:

Survey questionnaire was used as a data collection tool. For analysing the data SPSS 20 is
used, various statistical tools such as mean, standard deviation, frequency, independent
sample t test are applied to analyse the collected data. And Anova test for Hypothesis. Data
is made in the form of Pie charts, Bar graphs and others graphs for easy understanding.

10
1. Gender

Particulars Respondents Percentage Valid Percent Cumulative Percent

Male 139 69.5 69.5 69.5

Female 61 30.5 30.5 100.0

Total 200 100.0 100.0

TABLE - 1 (Gender)

Gender

31%
Male
Female
69%

FIG – 1 (Gender)

INTREPRETATION: The age composition of the respondents revealed that the male gender
is 69% and the remaining 31% are female. By this we found that maximum percentage of males
were showing interest for survey.

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2. Education

Particulars Frequency Percent Valid Percent Cumulative

Percent

UG 90 45.0 45.0 45.0

PG 78 39.0 39.0 84.0
Others 32 16.0 16.0 100.0
Total 200 100.0 100.0
TABLE – 2 (Education)

Education
100 90
90
78
80
70
Education

60
50
40 32
30
20
10
0
UG PG OTHERS
FREQUENCY 90 78 32
Axis Title

FIG – 2 (Education)

INTREPRETATION: In education the respondents reveal that 45% of them are Under
Graduates, 78% of them are Post Graduation and the remaining are 32%.

12
3. Occupation

Particulars Frequency Percent Valid Percent Cumulative

Percent

Student 106 53.0 53.0

Employed 79 39.5 39.5 92.5
Unemployed 4 2.0 2.0 94.5
Others 11 5.5 5.5 100.0
Total 200 100.0 100.0
TABLE – 3 (Occupation)

Occupation
2% 5%

54%

39%

1 2 3 4

FIG – 3 (Occupation)

INTREPRETATION: The occupation of the respondents reveals that 53% of them were
STUDENTS, 39% of them were EMPLOYEES, 2% of them were unemployed and others are
5%.

13
4. Which network do you use?

Particulars Frequency Percent Valid Percent Cumulative

Percent

Jio 76 38.0 38.0 38.0

Airtel 109 54.5 54.5 92.5
Idea 7 3.5 3.5 96.0
Vodafone 8 4.0 4.0 100.0
Total 200 100.0 100.0
TABLE – 4 (Network)

Chart Title

120
100
80
60
40
20
0
1

Jio Airtel Idea Vodafone

FIG – 4 (Network)

INTERPRITATION: From the observation most of the respondents were using Airtel and Jio.
We can observe that people have switched their brand to Airtel and during survey also we
found most of the respondent has Airtel as primary number in their phones. 54.5% are Airtel
user compare to 48% of Jio. And rest of the are Idea and Vodafone.

14
5. How many networks are you using at present?

Particulars Frequency Percent Valid Percent Cumulative

Percent

1 55 27.5 27.5 27.5

2 145 72.5 72.5 100.0
Total 200 100.0 100.0
TABLE – 5 (No. of Networks)

No. of networks
250
200
200

145
150

100
55
50

0
1 2 Total
Valid

FIG – 5 (No. of Networks)

INTERPRITATION: From the observation many of them were using two sims. Due to some issues
many of them using alternative sim. According to the responses 28% of them are using single sim and
the remaining 72% of them are using duel sim.

15
6. Did Jio reached your expectations?

Particulars Frequency Percent Valid Percent Cumulative

Percent

Yes 75 37.5 37.5 37.5

No 125 62.5 62.5 100.0

200 100.0 100.0

Total
TABLE – 6 (Expectation)

Expectation

37% yes
No
63%

FIG – 6 (Expectation)

INTERPRITATION: The above diagram is representing the feedback on Jio. It is all about the
expectation of the Jio users. As per the response 37% of the customers are satisfied and the remaining
63% of them were not satisfied.

16
8. How do you rate Jio network?

Rating TABLE – 8 (jio rating)

Particulars Frequency Percent Valid Percent Cumulative
Percent
Excellent 12 6.0 6.0 6.0
very good 22 11.0 11.0 17.0
good 64 32.0 32.0 49.0
fair 35 17.5 17.5 66.5
poor 67 33.5 33.5 100.0
Total 200 100.0 100.0

6%
Rating

11%
34%

Excellent
very good
good
fair
poor

32%

17%

Figure – 7 (Rating)

Interpretation: From the above diagram we can observe that 6% of the users felt excellent, 11% of the
users felt very good, 32% of the users felt good, 17% of the users felt fair and 34% of the users felt
poor.

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9. According to you, Jio’s network quality got reduced?

TABLE – 8 (Network Quality)

Particulars Frequency Percent Valid Percent Cumulative

Percent
strongly agree 79 39.5 39.5 39.5
Agree 19 9.5 9.5 49.0
Neutral 72 36.0 36.0 85.0
Disagree 24 12.0 12.0 97.0
Strongly
6 3.0 3.0 100.0
Disagree
Total 200 100.0 100.0

Network quality
45
39.5
40 36
35
30
25
20
15 12
9.5
10
5 3

0
strongly agree Agree Neutral Disagree Strongly Disagree

Figure – 8 (Network Quality)

INTERPRITATION: As we can see in the chart, the responses given by the users for the network
quality is reduced on Jio. 39.5% were strongly agreed, 9.5% were agreed, 36% of them neutral, 12%
of them were disagreed and 3% of them strongly disagree.

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10. Are you facing any network problem while using Jio network?

TABLE – 9 (Jio Network Problem)

Particulars Frequency Percent Valid Percent Cumulative

Percent
Yes 153 76.5 76.5 76.5
No 47 23.5 23.5 100.0
Total 200 100.0 100.0

FIG – 9 (Jio Network Problem)

INTERPRITATION: The above diagram represents the network problem faced by Jio users. In that
76.5% facing problem and the remaining 23.5% of them not facing any kind of problem by using Jio
network.

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11. Which alternative network you are using other than Jio?

TABLE – 11 (Alternative network)

Particulars Respondents percentage Valid Percent Cumulative

Percent

Airtel 155 77.5 77.5 77.5

Idea 22 11.0 11.0 88.5

Vodafone 22 11.0 11.0 99.5

Others 1 .5 .5 100.0

Total 200 100.0 100.0

Alternative network

0 20 40 60 80 100 120 140 160 180

Others Vodafone Idea Airtel

Figure 11 (Alternative network)

Interpretation: As we observed that Customers always try to have best alternative network. From the
above responses we got to know that 77.5% of them were using Airtel, 11% of them were using idea,
11% of them were using Vodafone and remaining 0.5% were using other networks.

20
21
12. What are the factors makes you to switch the brand from Jio to Airtel. (1 is less 5 is high)
[Network problem]

TABLE – 12 (network problem)

Particulars Respondents percentage Valid Percent Cumulative

Percent

1 56 27.6 28.0 28.0

2 12 5.9 6.0 34.0

3 40 19.7 20.0 54.0

4 40 19.7 20.0 74.0

5 52 25.6 26.0 100.0

Total 200 98.5 100.0

Network Problem
60

50

40

30

20

10

0
1 2 3 4 5

Figure 12 (network problem)

Interpretation: From the above diagram we can observe that many of them were facing network
problem. 28% of them rated less and 26% of them rated high. Most of the respondents have network
problem as a big factor due to which customer have switched their brand from Jio to Airtel.

22
13. What are the factors makes you to switch the brand from Jio to Airtel. (1 is less 5 is high) [Call
dropping]

TABLE – 13 (call dropping)

Particulars Respondents percentage Valid Percent Cumulative

Percent

1 56 27.6 28.0 28.0

2 12 5.9 6.0 34.0
3 40 19.7 20.0 54.0
4 40 19.7 20.0 74.0
5 52 25.6 26.0 100.0
Total 200 98.5 100.0

CALL DROPPING

5
1
26%
28%

2
6%
4
20%
3
20%

Figure 13 (call dropping)

Interpretation: From the above diagram we can observe that many of them were facing call dropping.
28% of them rated 1 and 26% of them rated 5. Most of the respondents have call dropping as a big
factor due to which customer have switched their brand from Jio to Airtel.

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14. What are the factors makes you to switch the brand from Jio to Airtel. (1 is less 5 is high) [High
rate data plan]

TABLE – 14 (High rate data plan)

Particulars Respondents percentage Valid Percent Cumulative

Percent

1 88 43.3 44.0 44.0

2 38 18.7 19.0 63.0
3 30 14.8 15.0 78.0
4 18 8.9 9.0 87.0
5 26 12.8 13.0 100.0
Total 200 98.5 100.0

High Rate Data Plan

0 20 40 60 80 100

Figure 14 (High rate data plan)

Interpretation: From the above diagram we can observe that many of them were facing problem with
high rate data plan. 44% of them rated less and 13% of them rated high. Most of the respondents have
shifted due to High rate data plan from Jio to Airtel.

24
15. What are the factors makes you to switch the brand from Jio to Airtel. (1 is less 5 is high) [No
voice clarity]

TABLE – 15 (No voice clarity)

Particulars Respondents percentage Valid Percent Cumulative

Percent

1 58 28.6 29.0 29.0

2 29 14.3 14.5 43.5
3 42 20.7 21.0 64.5
4 42 20.7 21.0 85.5
5 29 14.3 14.5 100.0
Total 200 98.5 100.0

No voice in clarity
30

28
25

23.5
20

15 17.5
16
15
10

0
1 2 3 4 5

Figure 15 (No voice clarity)

Interpretation: From the above diagram we can observe that for many users don’t have voice clarity.
They rating given by them for 1 is 29% , 2 is 14.5%, 3 is 21%, 4 is 21% and for 5 they have given
14.5%.

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16. What are the factors makes you to switch the brand from Jio to Airtel. (1 is less 5 is high) [4 G
volte]
TABLE – 16 (4G Volte)

Particulars Respondents percentage Valid Percent Cumulative

Percent

1 56 27.6 28.0 28.0

2 30 14.8 15.0 43.0
3 47 23.2 23.5 66.5
4 32 15.8 16.0 82.5
5 35 17.2 17.5 100.0
Total 200 98.5 100.0

4G VOLTE

5 17.5

4 16

3 23.5

2 15

1 28

0 5 10 15 20 25 30

Figure 16 (4G Volte)

Interpretation: From the above diagram we can observe that many of the users don’t have high
speed network. The rating given by them for 1 is 28%, 2 is 15%, 3 is 23%, 4 is 16% and for 5 they
have given 17.5%.

26
17. What are the factors makes you to switch the brand from Jio to Airtel. (1 is less 5 is high) [Slow
data]

TABLE – 17 (Slow data)

Particulars Respondents percentage Valid Percent Cumulative

Percent

1 52 25.6 26.0 26.0

2 31 15.3 15.5 41.5
3 42 20.7 21.0 62.5
4 28 13.8 14.0 76.5
5 47 23.2 23.5 100.0
Total 200 98.5 100.0

Slow Data

Series1

1 2 3 4 5
Series1 26 15.5 21 14 23.5

Figure 17 (Slow data)

Interpretation: From the above diagram we can observe that many of them are facing problem with
data. The rating starts with 1-5 (1 is less and 5 is high) given by them for 1 is 26% , 2 is 15.5%, 3 is
21%, 4 is 14% and for 5 they have given 23.5%.

27
18. What are the factors makes you to switch the brand from Jio to Airtel. (1 is less 5 is high)
[Roaming]

TABLE - 18 (Roaming)

Particulars Respondents percentage Valid Percent Cumulative

Percent

1 85 41.9 42.5 42.5

2 32 15.8 16.0 58.5
3 45 22.2 22.5 81.0
4 15 7.4 7.5 88.5
5 23 11.3 11.5 100.0
Total 200 98.5 100.0

Roaming
90
80
70
60
50
40
30
20
10
0
1 2 3 4 5
Series1 85 32 45 15 23

Figure 18 (Roaming)

Interpretation: These are the response’s given by the users for roaming problem. The rating starts with
1-5 (1 is less and 5 is high) given by them for 1 is 85% , 2 is 32%, 3 is 45%, 4 is 15% and for 5 they
have given 23%. From the above diagram we can observe that few of the respondents are facing problem
with roaming.

28
7. Your overall experience with Jio?

14.Why did you switch brand from jio to Airtel?

ANOVA

Sum of df Mean F Sig.

Squares Square
Between
14.516 4 3.629 4.494 .002
Groups
Within
157.464 195 .808
Groups

Total 171.980 199

TABLE – 19 (switching brand)

INTERPRITATION – From the above table we get to know that the significance

value is 0.001. And 0.001< 0.05 (α = 0.05). So it rejects the null hypothesis(H0).

From the above hypothesis test we found that the overall experiences of consumers
are not satisfactory on Jio. And this why customers are switching from jio to Airtel.
Hence by this finding our research hypothesis is also proving i.e. consumers are
switching brand from jio to Airtel.

29
10. Did you face network problem in Jio?

15.Airtel has better network than Jio?

Sum of df Mean Square F Sig.

Squares
Between
56.877 3 18.959 15.483 .000
Groups

Within Groups 239.998 196 1.224

Total 296.875 199

TABLE – 21 (Better network)

From above table, we got to know that significance value is 000 which is less than 0.05.
hence it rejected the null hypothesis. In this hypothesis we were trying to prove that Airtel
has better network than jio. And after doing Anova test for hypothesis testing, it rejected
null hypothesis and at last our hypothesis got proved. Customers says yes, airtel has good
network than jio.

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22. Are Airtel users also facing network and call dropping problem?

TABLE – 22 (airtel call dropping)

Particulars Respondents percentage Valid Percent Cumulative

Percent

Yes 35 17.2 17.5 17.5

No 75 36.9 37.5 55.0
Maybe 90 44.3 45.0 100.0
Total 200 98.5 100.0

Chart Title

17.5

45

37.5

Yes No Maybe

Figure – 22 (airtel call dropping)

Interpretation: As we can observe that airtel users are facing call dropping. Where there are 17.5%
were facing call dropping in airtel, 45% of the were of them not so clear and remaining 37.5% of them
doesn’t faced any kind of call dropping in there usage.

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23. How do you rate Jio networks? (1 is low whereas 10 is high) [JIO]

TABLE – 23 (rate jio)

Particulars Respondents percentage Valid Percent Cumulative

Percent

1 39 19.2 19.5 19.5

2 19 9.4 9.5 29.0
3 20 9.9 10.0 39.0
4 18 8.9 9.0 48.0
5 15 7.4 7.5 55.5
6 13 6.4 6.5 62.0
7 25 12.3 12.5 74.5
8 19 9.4 9.5 84.0
9 18 8.9 9.0 93.0
10 14 6.9 7.0 100.0
Total 200 98.5 100.0

Rate jio network

39

25

19 20 19
18 18
15 14
13

1 2 3 4 5 6 7 8 9 10

Figure – 23 (rate jio)

Interpretation: The above diagram has been designed in the way of rating given to the jio
network by the users. In this 7% of them have given 10 and 7% of them rated 1.

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24. How do you rate the below networks? (1 is low whereas 10 is high) [AIRTEL]

TABLE – 24 (rate Airtel)

Particulars Respondents percentage Valid Percent Cumulative

Percent

1 8 4.0 4.0 4.0

2 14 7.0 7.0 11.0
3 12 6.0 6.0 17.0
4 7 3.5 3.5 20.5
5 9 4.5 4.5 25.0
6 7 3.5 3.5 28.5
7 10 5.0 5.0 33.5
8 34 17.0 17.0 50.5
9 42 21.0 21.0 71.5
10 57 28.5 28.5 100.0
Total 200 100.0 100.0

RATE AIRTEL NETWORK

57
42
34
14

12

10
9
8

1 2 3 4 5 6 7 8 9 10

Figure – 24 (rate Airtel)

Interpretation: The above diagram has been designed in the way of rating given to the Airtel network
by the users. In this 28% of them have given 10 and 4% of them rated 1.

33
 Finding
Jio's unique scheme which gives users free access to voice and data till December 31, 2016,
quickly built up a tremendous fan following and also invited protests from fellow operators.
As expected, the formal launch started off with a bang, with a rush to get Jio sims. But the user
might be ending much sooner than expected for Jio. And on the other hand Airtel also providing
lots of offers and schemes. and Airtel network is much more dependable by all accounts, as the
continuing industry discussions with the regulator on the broader issue of call drops
demonstrates. But at around 10% failure rate, it is a far better experience for its customers as
compared to Jio.

Jio had promised the best mobile data speed India has ever experienced, and
jio did also. But the reality is that at present the speed varies between 0.4 MBPS to 5 MBPS.
As a matter of fact, on several occasions, Airtel's 4G has proved to be faster than Jio especially
in congested areas and while in metros or train. And comes to Airtel free pack, Airtel has
several plans that offer good amount of data. However, when we talk about the best budget
pan, this is the best prepaid offering from Airtel in terms of data. Airtel offers 2GB data per
day along with unlimited calls, free roaming, and 100 SMS in a day. So we would call this as
the best budget data plan. And at last we get to know that Airtel is better than jio. Because,
Airtel has no call drop issues. However, the Jio users have experienced an average call drop
issue, which is as high as 90 % with its own as well as on different networks. In this regard,
the Airtel network is much more reliable and delivers a far better experience for its customers
as compared to Jio. Airtel is actually the big winner in the country, holding onto the fastest 3G
and 4G speeds. In fact, it’s even managed to steal Reliance Jio’s overall speed dominance.
However, the latter can’t be counted out just yet and is fighting hard to knock Airtel out of first
place once more. Airtel as India’s Fastest Mobile Network for 2016 and 2017.

Airtel’s commitment to delivering fast speeds and a strong network to their

customers across India. At the last but not least, we found that customers prefer JIO lot over Airtel.

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 Suggestion
We have got various suggestion from different respondents and finally we end up giving
these suggestions

 Jio doesn’t have a strong network infrastructure which affects its quality of
network. It should have strong network infrastructure. It will give strength
and wide coverage to jio network.
 It is suggested the jio should addresses the call dropping issue.
 It is suggested that there should be improvement in data speeds
 It is suggested that jio should improve its network quality in villages and
remote locations.
 Jio should develop innovative communication services with in depth
research development and continue development in the quality of services.
 It is suggested that jio should develop relationship marketing so as to know
the real needs of the customers and should incorporate customer suggestion
 It is further suggested that there should be continuous change in the pricing
of communication services
 There should be single window system to satisfy queries of customers.

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 CONCLUSION

A study conducted on 200 people all over India to identify the factors affecting use of jio
services surfaced lots of facts and figures. The research considered factors like network
strength, margin of use, call facility and internet availability to understand the non-acceptance
of jio by these customers. The reason of swift shift to airtel by majority of people is the
dissatisfied from the internet services by their previous service provider, low internet speed
and call dropping problems. More than 50% of people shifted to airtel in last 6months clearly
shows that it has impacted other telecom companies.it can be concluded that majority of
respondents are satisfied with the services provided by airtel than jio.majority of the total
respondents are highly satisfied with the internet facility provided by airtel.so, the study made
an attempt in revealing about user’s service preference and satisfaction level of airtel over
jio.from the it was revealed that ,airtel’ s mobile data services convinced most of the students
to prefer this network.

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 Annexure

I am a student of IBA, Bangalore, Pursuing post-graduation. I am doing Market research on Jio

customers. Give your opinion on the Jio network. This project is only for academic purpose.
Information given by you is totally confidential. It will take 3 – 5 minutes to fill the
questionnaire.

QUESTIONNAIRE
Name - E-Mail -
Gender - Male Female
Education - UG PG OTHERS
Occupation- Student employed unemployed Others
1) Which network are you using?
(A) Jio (B) Airtel (C) Idea (D) Vodafone
2) How many networks are you using at present?
(A)1 (B) 2
3) Did Jio reached your expectations?
A) YES (B) NO
4) Your overall experience with Jio?
A) Very Dissatisfied B) Dissatisfied C) Neither satisfied nor Dissatisfied
D) Satisfied E) Very satisfied
5) How do you rate Jio network?
A) Excellent B) Good C) Average D) Bad
6) According to you, Jio’s network quality got reduced.
A) Strongly Agree B) Agree C) Disagree D) Highly Disagree E) Don’t know
7) Are you facing any network problem while using Jio network? A) Yes B) No

8) One problem you faced while using Jio?( your suggestion)

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 ----------------------------------
9) Which alternative network you are using other than jio?
A) Airtel B) Vodafone
C) Idea D) None of the above
10) What are factors due to which you switch brand from Jio to Airtel. (Circle your response)
(1 is less 5 is high)

A) Network problem 1 2 3 4 5
B) Call dropping 1 2 3 4 5
C) High rate Data plan 1 2 3 4 5
D) No clarity in calling 1 2 3 4 5
E) 4G volte only 1 2 3 4 5
F) Slow data 1 2 3 4 5
G) Data roaming 1 2 3 4 5
H) No Voice clarity 1 2 3 4 5
11) Why did you switch brand from Jio to Airtel?
A) Strong Network B) No Call dropping
C) Low Data plan D) Clarity in calling
12) Airtel has better network than Jio?
A) Disagree B) Slightly disagree C. Neither agree nor disagree
D) Slightly agree E) Agree
13)Airtel users are also facing network and call dropping problem?
A) Disagree B. Slightly disagree C) Neither agree nor disagree
D) Slightly agree E) Agree
14) How do you rate the below networks? (Circle your response) (1 is low whereas 10 is
high)
Jio 1 2 3 4 5 6 7 8 9 10
Airtel 1 2 3 4 5 6 7 8 9 10
15) What you would like to suggest Jio ?
------------------------------------------------------(suggestion)
THANK YOU

38
 For spending your valuable time on filling this questionnaire. It helps me a lot in my project
and to complete my survey in the market.

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