https://docs.google.com/presentation/d/1Uu_wTUQ2jxXeYefG9kOi1BqkFk3Iq6n1whjDIQn8gaE/edit?usp=sharing

1. A STUDY ON CUSTOMER SATISFACTION
with reference to RELIANCE JIO INFOCOMM
LIMITED
Presented by
Ch.DevadattaSai

2. INTRODUCTION
India today has a 1,16-billion subscriber base and has seen strong growth over the past
decade. It is the world's second-largest telecoms market. The mobile Indian economy is growing
fast and will contribute significantly to India's Gross Domestic Product (GDP), according to a
report prepared in conjunction with the Boston consultation group. The GSM Association
(BCG). In 2019 India exceeded the US as its second largest market in the number of app
downloads.

3. NEED AND SCOPE FOR STUDY
The major need of the project is to know customer satisfaction with Reliance Jio and which is the
best mobile network within the available private telecom companies in India. By the end of the project
we can get the details of the customer opinion towards the mobile networks based on their satisfaction
in various factors.
The 4G availability of Jio is growing at 97.5%, the highest national score we have ever had. Airtel,
however, showed the greatest growth in this category, with its average score rising by more than 10%,
to 85%.
So to know the real fact about the mobile network satisfaction the project is being done.

4. OBJECTIVES OF THE STUDY
The main objectives of the study are
● To find out the customer satisfaction towards network and connectivity with Jio services.
● To know the internet quality of Jio services geographically.
● To identify the average monthly expenses
● To analyze the most preferred services of Jio by customers.
● To understand the customer relationship management of Reliance Jio.
● To understand the reasons for rise in Jio customers.

5. METHODOLOGY OF STUDY
Methodology is an intensive and purposeful quest for social and physical knowledge and understanding. It is the
way to scientifically discover true values. Two sources, namely primary and secondary data were obtained for the
study. In general while conducting research over the field of marketing the data is collected in two forms
Primary Data: It's first-hand data that the researcher itself collects. Different approaches collect primary data in
order to obtain accurate, realistic and relevant information. Investigation and observation were the main tool for
collecting primary data. It was achieved by the company officers' direct approach and observation. The data which is
collected directly from the customer themselves by physically conducting a questionnaire on the satisfaction over the
different networks.
Secondary Data: It is the data that someone else already collects. The data must be analysed by the researchers and
the results interpreted. For the completion of any report, it was always important. It offers reliable, appropriate,
appropriate and specific knowledge.
The analysis is made with Primary data collecting from customers of sample size 101 with random sampling. The
data is collected in the Google forms sent to the customers.

6. LIMITATIONS OF THE STUDY
The major limitations in this project are
● The sample is small with size of 50, which may not express the opinions of entire JIO
customers
● Data collection is done in online mode, due to pandemic.
● Customers can have distractions, while filling Google form.
● The study is wholly made on Private telecom service providers. Government providers like
BSNL not taken into consideration.

7. INDUSTRY PROFILE
At 31 December 2019, India is the second-largest telecommunications network in the world with 1,1724 billion
subscribers with a number of fixed and mobile customers. It has one of the world's lowest telephone rates which
megabusers and hyper competitive businesses enable. India is the second largest Internet user base in the world on 31
December 2019 with 661,94 million broadband internet subscribers in the country. As of 31 December 2018, India had
130 people (1,3 bn), 123 (1,23bn) of adhaar digital biometric cards, 121 (1,21 bn) mobile telephones, 44,6 (446 million)
smartphones, 56 (560 million) of internet users, or 43 percent of the total population, and 511 (35% of the total
population of the country) in December 2017.
India at present has an endorser base of 1,16 billion, and has recorded solid development in a decade ago. It is the
second biggest media communications market on the planet. The portable Indian economy is developing rapidly and, as
indicated by a report arranged by the GSM Association as a team with Boston Consulting Group, will make a
considerable commitment to India's Gross Domestic Product (GDP) (BCG). As regards the number of app downloads,
India surpassed the US in 2019 as its second largest market.

8. COMPANY PROFILE
Jio Relations Ltd is an American commercially-launched mobile network operator known as Jio on 5 September
2016. Reliance Jio Relations Ltd. Jio's entry into the telecommunications sector was controlled by Reliance
Industries. In this project, research and studies conducted in these fields were used to analyse the success storey of
the company's new entry and management principles. Itemized conversations were additionally hung on the
authoritative design, arranging and advertising procedure, the staff and enrollment, SWOT examinations, PEST
investigations, special technique, the effect of jio lunch, government approaches, Reliance Jio discussions, its
ventures, joint efforts and further undertakings.

9. ANALYSIS AND INTREPRETITION
GENDER NUMBER PERCENTAGE
MALE 77 76.2
FEMALE 24 23.8
TOTAL 101 100
1. Gender of the respondents?
76%
24%
Gender
MALE FEMALE
Interpretation
This question is given to identify the gender of the respondents and also to know
the maximum people who respondents are male or female. Out of 101
respondents 76.2% (77) are males and 23.8(24) are females. Hence most of the
respondents are male.

10. 2. Age of the respondents?
AGE NUMBER PERCENTAGE
BELOW 20 YEARS 4 4
20 - 30 YEARS 93 92
30 - 40 YEARS 4 4
ABOVE 40 YEARS 0 0
TOTAL 101 100
4%
92%
4%
Age
BELOW 20 YEARS
20 - 30 YEARS
30 - 40 YEARS
ABOVE 40 YEARS
Interpretation
This question is to identify the age of the respondents and also to know the
maximum people who responded are under which age group. Out of 101
respondents 92% (93) are under the age group of 20-30. Both below 20 & 30-40 are
4% (4). The majority of those surveyed are therefore under 20-30 years of age.3.
Place of living of Respondents

11. 3. Having a mobile phone
DO YOU HAVE A MOBILE PHONE NUMBER PERCENTAGE
YES 96 95
NO 5 5
TOTAL 101 100 95%
5%
Having a mobile phone
YES NO
Interpretation
This question is to identify, whether the respondents are having mobile phone or not. Out of
101 respondents 95% (96) are having mobile phones. 5% (5) are not having mobile phones.
Hence maximum people responded are having mobile phones.
WHICH MOBILE NETWORK YOU ARE USING NUMBER PERCENTAGE
AIRTEL 37 36.6
JIO 52 51.5
VODAFONE IDEA 12 11.9
TOTAL 101 100

12. 4.Which Network using
37%
51%
12%
Network Using
AIRTEL JIO VODAFONE IDEA
Interpretation
This question is to identify the network that respondents are using. Out of
101 respondents 51.5% (52) are using Jio network, 36.6% (37) are using
Airtel network and 11.9% (12) are using Vodafone idea network. Hence
maximum people responded are using Jio network
HOW MUCH MONEY DID YOU SPEND FOR A RECHARGE NUMBER PERCENTAGE
BELOW 150/- 16 15.8
150 - 300/- 24 23.8
300 - 500/- 27 26.7
ABOVE 500/- 34 33.7
TOTAL 101 100

13. 5. Money spent on Recharges
16%
24%
27%
33%
Money Spending for recharge
BELOW 150/- 150 - 300/- 300 - 500/- ABOVE 500/-
Interpretation
This question is to know the average monthly recharge done by the respondents. Out of 101
respondents, 33.7% (34) are spending above Rs.500 for recharge. 26.7% (27) are spending
between ₹ 300-500, 23.8% (24) are spending ₹150-300 and 15.8% (16) are spending below ₹
150.
HOW LONG YOU ARE USING RELIANCE JIO
NUMB
ER
PERCENTAG
E
LESS THAN ONE MONTH 13 12.9
2 - 3 MONTHS 15 14.9
4 - 5 MONTHS 11 10.9
MORE THAN A YEAR 37 36.6
NON USER 25 24.7
TOTAL 101 100

14. Findings
● Out of 101 respondents, 33.7% (34) are spending above Rs.500 for recharge. 26.7% (27) are spending
between ₹ 300-500, 23.8% (24) are spending ₹150-300 and 15.8% (16) are spending below ₹ 150.
● Out of 101 respondents, 36.6% are using Jio for more than a year, 14.9% are using JIo from 2-3 months,
12.9% are using Jio from less than one month, 10.9% are using from 4-5 months and 24.7% are non jio
users.
● Out of 101 respondents 68.3% (69) are using Internet service of Jio and 31.7% (32) are using Calls service
of Jio.
● Out of 101 respondents 60.4% (61) are satisfied with call quality of Jio and 39.6% (40) are not satisfied with
reliance Jio.
● Out of 101 respondents 30.7% rated jio internet speed as 3, 28.7% rated as5, 21.8% rated 4, 15.8% rated as
1 and 3% rated as 2.
● Out of 101 respondents, 39.6% people are attracted to cheaper data prices, 30.7% people are attracted to
call quality and 29.7% people are attracted to Free Benifits.

15. Suggestions
1. It is suggested to increase the Network coverage to rural and semi-urban areas.
2. Infrastructure should be developed to reduce the call drop issues.
3. Customer service should be increased and problems should be reduced as soon as possible
4. Speed of Internet and free benefits should be increased
5. Call quality should be increased by installing more signal towers based on subscribers in the
respective area