Bba sem 6 report

1. B.L Parikh College of BBA
A Study of Consumer satisfaction
towards Reliance jio Infocomm Limited.
Name Roll No. Exam No.
Biren Chauhan 09
Kashish Thakkar 20
Khanabhai Daiya 21
Pragati Gupta 42
HEMCHANDRACHARYA NORTH GUJARAT UNIVERSITY, PATAN.

2. INTRODUCTION OF RELIANCE JIO
Industry Telecommunication
Founded 15 February 2007
Founder Mukesh Ambani
Headquarters Reliance Corporate Park,
Ghansoli, Navi Mumbai,
Maharashtra, India.
Area Served India
Products Fixed Line Telephone
Mobile Phone
Mobile Telephony
Wireless Broadband
Internet Services
OTT service
Key People Akash Ambani (Chairman)
Sandip Das (Mannaging
Director )
COMPANY PROFILE OF RELIANCE JIO.

3. Reliance jio is a
well – structured company
whose Business model is
consider “THE SWEETESTS
DATA BAIT “.
Jio soft launched
on 27th December 2015 with a
beta for partners and
employees, and became
publicly available on 5th
september 2016.
It is the largest
mobile network operator in
India and the third largest
mobile network operator in the
world with over 42.62 crore
(426.2 million) subscribers.
Superstar
shahrukh khan is the brand
ambassador of reliance jio.
Jio offers 4G and
4G+ services all over india and
5G services in many cities. Its
6G services is in the works.

4. FOUNDER OF RELIANCE JIO.
Mr.Mukesh Dhirubhai Ambani
Is an Indian billionaire
businessman. He is the chairman and
managing director of Reliance Industries
Ltd., a Fortune Global 500 company and
India's most valuable company by
market value. He has a Networth of
8,370 crores USD in 2023.
Mukesh Ambani was born on
19 April 1957 in the british crown colony
of aden (presrnt-day yemen) into a
Gujarati Hindu family to Dhirubhai
Ambani and Kokilaben Ambani. He is
65 Years old .
In 1981 he started to help his
father Dhirubhai Ambani run their family
business, reliance limited. By this time, it
had already expanded so that it also
dealt refining and petrochemicals.

5. BORN OF RELIANCE JIO
In one of random interview Mukesh Ambani reveal
the story of born the idea of jio.He said: “The idea of jio was first
seeded by my daughter, Isha, in 2011. She was a student at yale
(US) and was home for holidays. She wanted to submit some
coursework and she said, ‘Dad, the internet in our house sucks’, “
he recalled.
Mukesh Ambani said to Isha’s twin brother, Akash,
at that time, stated that in the old world, telecom was the voice and
people made money on calls but in the new world everythink is
digita.“Isha and Akash belong to india’s young generation that is far
more creative, far more ambitious and far more impatient to
become the best in the world. These young indians convinced me
that broadband internet is the defining technology of our age and
india cannot be left behind , “ he said.

6. EARLYER MARKET OF
RELIANCE JIO
In 2016 Jio was lanuch its new 4G simcard with cheaper
and convenient offer “HAPPY NEWYEAR PLAN” , which had a time
period from December to March. This Offer includes 1GB data per day
with 4G speed , free unlimited voice call & SMS to any network across
India and free subscription of all Jio apps. During this period Jio had
signed up 6lackh customers every in single day with eKYC.
Jio reached 50 million subcribers in just 83 days and this
figure had increases to 100 million till February 22 2017.

7. SWOT ANALYSIS OF
RELIANCE JIO
STRENGTHS WEAKNESS OPPORTUNITIES THREADS
Strong lead
Generation
process
A late arrival into
the industry
Future
Technological
Advancements
Poor ethical
Conduct
Excellent
customer
Network
Trouble in
Activating the
SIM
Expansion in
Other countries
Risk of losing
customer
Technology Weak internet
Connection
Apps & Services Customer
Loyalty
Faster & Reliable
network
- Cost plans -
Numerous Offers - - -

8. Questionnaires:-
1. WHICH COMPANY’S SIM CARD DO YOU USE CURRENTLY ?
PARTICUL
ARS
RESPOND
ENTS
PERCENTA
GE
JIO 58 58%
AIRTEL 26 26%
VI 14 14%
OTHERS 2 2%
TOTAL 100 100%
0%
10%
20%
30%
40%
50%
60%
70%
Jio Airtel VI Others
Series 1
Series 1

9. 2. FROM HOW LONG DO YOU USE SIM CARD?
PARTICULARS
RESPONDENT
S
Parcentace
BELOW 1
YEAR
14 14%
1-3 YEARS 39 39%
3-5 YEARS 26 26%
MORE THAN 5
YEARS
21 21%
TOTAL 100 100
0%
10%
20%
30%
40%
50%
Below
1 Year
1-3
year
3-5
Year
More
than 5
year
Series 1
Series 1

10. 3. WHICH TYPE OF CARD DO YOU USE ?
PARTICULAR RESPONDENTS PERCENTAGE
PREPAID CARD 90 90%
POSTPAID CARD 10 10%
TOTAL 100 100% 0%
20%
40%
60%
80%
100%
Prepaid card
postpaid card
Series 1
Series 1

11. 4. Kindly mention the source of information about JIO services
PARTICULARS
RESPONDENT
S
PERCENTAGE
ADVERTISME
NT
35 35%
RELATIVES &
FRIENDS
26 26%
FAMILY
MEMBERS
26 26%
WORD OF
MOUTH
13 13%
TOTAL 100 100%
0%
10%
20%
30%
40%
Series 1
Series 1

12. 5. At present, the Indian Telecomm industry has become very competitive?
PARTICULARS
RESPONDENT
S
PERCENTAGE
STRONGLY
AGREE
42 42%
AGREE 45 45%
NEUTRAL 10 10%
DISAGREE 1 1%
STRONGLY
DISAGREE
2 2%
TOTAL 100 100%
0%
10%
20%
30%
40%
50%
Series 1
Series 1

13. 6. DECLINING SPEED OF DATA IS ALSO A CRITCAL CHALLENGE
WHICH HAS BEEN FACED BY RELIANCE JIO.
PARTICULARS
RESPONDENT
S
PERCENTAGE
STRONGLY
AGREE
24 24%
AGREE 55 55%
NEUTRAL 15 15%
DISAGREE 5 5%
STRONGLY
DISAGREE
1 1%
TOTAL 100 100% 0%
10%
20%
30%
40%
50%
60%
Series 1
Series 1

14. 7. THE 4G NETWORK PROVIDED BY RELIANCE JIO IS VERY
EFFECTIVE .
PATICULAR
RESPONDEN
TS
PERCENTAG
E
STRONGLY
AGREE
21 21%
AGREE 51 51%
NEUTRAL 22 22%
DISAGREE 5 5%
STRONGLY
DISAGREE
1 1%
TOTAL 100 100%
0%
10%
20%
30%
40%
50%
60%
Series 1
Series 1

15. 8. THE SALES & PROFITABILITY OF BRAND SUCH AS AIRTEL ,
VI & BSNL HAS BEEN ADVERSELY AFFECTED BECAUSE OF
ENTRY OF RELIANCE JIO IN THE INDUSTRY .
PATICULAR
RESPONDEN
TS
PERCENTAGE
STRONGLY
AGREE
44 44%
AGREE 39 39%
NEUTRAL 12 12%
DISAGREE 4 4%
STRONGLY
DISAGREE
1 1%
TOTAL 100 100%
0%
10%
20%
30%
40%
50%
Series 1
Series 1

16. 9. CUSTOMERS OF OTHER NETWORK PROVIDERS IN THE COUNTRY
ARE SWITCHING TO RELIANCE JIO.
PATICULAR
RESPONDEN
TS
PERCENTAGE
STRONGLY
AGREE
22 22%
AGREE 46 46%
NEUTRAL 22 22%
DISAGREE 8 8%
STRONGLY
DISAGREE
2 2%
TOTAL 100 100%
0%
10%
20%
30%
40%
50%
Series 1
Series 1

17. 10. HAVE YOU EVER FACED PROBLEMS RELATED TO JIO
SERVICES ?
PARTICULAR
RESPONDEN
TS
PERCENTAG
E
YES 32 32%
NEVER 14 14%
SOMETIMES 54 54%
TOTAL 100 100%
0%
10%
20%
30%
40%
50%
60%
Series 1
Series 1

18. 11. WHAT ARE THE AREA OF OTHER BRANDS WHICH HAS BEEN
AFFECTED BECAUSE OF JIO’S ENTRY IN THE INDUSTRY?
PARTICULAR
RESPONDEN
TS
PERCENTAG
E
CUSTOMER
BASE
38 38%
MARKET
SHARE
15 15%
PROFITABILI
TY
18 18%
OPERATIONS 5 5%
ALL OF THE
ABOVE
52 52%
TOTAL 100 100% 0%
10%
20%
30%
40%
50%
60%
Series 1
Series 1

19. 12. WHAT ARE THE KEY ATTRIBUTES OF RELIANCE JIO’S
BUSINESS MODEL?
PARTICULAR
RESPONDEN
TS
PERCENTAG
E
HIGH SPEED
DATA
35 35%
EFFECTIVE
PRICING
STRATEGY
36 36%
INNOVATIVE
SERVICES
16 16%
FIBER CABLE
& ECO-
FRIENDLY
TOWERS
13 13%
NON-VOICE
CUSTOMERS
10 10%
ALL OF THE
ABOVE
32 32%
TOTAL 100 100%
0%
5%
10%
15%
20%
25%
30%
35%
40%
Series 1
Series 1

20. 13. RATE YOUR SATISFICATION LEVEL.
1. NETWORK:-
PARTICULA
R
RESPONDE
NTS
PERCENTAG
E
HIGHLY
SATISFIED
27 27%
SATISFIED 35 35%
NEUTRAL 23 23%
DISSATISFIE
D
12 12%
HIGHLY
DISSATISFIE
D
3 3%
TOTAL 100 100%
0% 10% 20% 30% 40%
HS
Satisfied
Neutral
Dissatisfied
HDS
Series 1
Series 1

21. 2. CUSTOMER CARE SERVICES
PARTICULA
R
RESPONDE
NTS
PERCENTAG
E
HIGHLY
SATISFIED
22 22%
SATISFIED 37 37%
NEUTRAL 24 24%
DISSATISFIE
D
11 11%
HIGHLY
DISSATISFIE
D
6 6%
TOTAL 100 100%
0% 10% 20% 30% 40%
HS
Satisfied
Neutral
Dissatisfied
HDS
Series 1
Series 1

22. 3. TARIFF PLANS
PARTICUL
AR
RESPOND
ENTS
PERCENTA
GE
HIGHLY
SATISFIED
22 22%
SATISFIED 38 38%
NEUTRAL 30 30%
DISSATISFI
ED
6 6%
HIGHLY
DISSATISFI
ED
4 4%
TOTAL 100 100%
0% 10% 20% 30% 40%
HS
Satisfied
Neutral
Dissatisfied
HDS
Series 1
Series 1

23. 4. SPEED
PARTICULAR
RESPONDEN
TS
PERCENTAG
E
HIGHLY
SATISFIED
25 25%
SATISFIED 34 34%
NEUTRAL 21 21%
DISSATISFIED 15 15%
HIGHLY
DISSATISFIED
5 5%
TOTAL 100 100%
0% 20% 40%
HS
Satisfied
Neutral
Dissatisfied
HDS
Series 1
Series 1

24. SERVICES
1.VIDEO CALLING
PARTICUL
AR
RESPOND
ENTS
PERCENTA
GE
HIGHLY
SATISFIED
28 28%
SATISFIED 34 34%
NEUTRAL 20 20%
DISSATISFI
ED
13 13%
HIGHLY
DISSATISFI
ED
5 5%
TOTAL 100 100%
0% 10% 20% 30% 40%
HS
Satisfied
Neutral
Dissatisfied
HDS
Series 1
Series 1

25. 2. JIO APPS
PARTICULAR
RESPONDEN
TS
PERCENTAG
E
HIGHLY
SATISFIED
28 28%
SATISFIED 37 37%
NEUTRAL 18 18%
DISSATISFIED 11 11%
HIGHLY
DISSATISFIED
6 6%
TOTAL 100 100%
0% 20% 40%
HS
Satisfied
Neutral
Dissatisfied
HDS
Series 1
Series 1

26. 3. RETAIL SERVICES
PARTICULAR
RESPONDEN
TS
PERCENTAG
E
HIGHLY
SATISFIED
19 19%
SATISFIED 38 38%
NEUTRAL 30 30%
DISSATISFIED 8 8%
HIGHLY
DISSATISFIED
5 5%
TOTAL 100 100%
0% 20% 40%
HS
Satisfied
Neutral
Dissatisfied
HDS
Series 1
Seri…

27. 4. LIVE TV STREAMING
PARTICULAR
RESPONDEN
TS
PERCENTAG
E
HIGHLY
SATISFIED
18 18%
SATISFIED 41 41%
NEUTRAL 24 24%
DISSATISFIE
D
14 14%
HIGHLY
DISSATISFIE
D
3 3%
TOTAL 100 100%
0% 20% 40% 60%
HS
Satisfied
Neutral
Dissatisfied
HDS
Series 1
Series 1

28. 5. DATA ROAMING
PARTICULAR
RESPONDEN
TS
PERCENTAG
E
HIGHLY
SATISFIED
18 18%
SATISFIED 38 38%
NEUTRAL 30 30%
DISSATISFIE
D
12 12%
HIGHLY
DISSATISFIE
D
2 2%
TOTAL 100 100%
0% 20% 40%
HD
Satisfied
Neutral
Dissatisfied
HDS
Series 1
Series 1

29. 6. OVERALL PERFORMANCE
PARTICULAR
RESPONDEN
TS
PERCENTAGE
HIGHLY
SATISFIED
19 19%
SATISFIED 44 44%
NEUTRAL 23 23%
DISSATISFIED 12 12%
HIGHLY
DISSATISFIED
2 2%
TOTAL 100 100%
0% 20% 40% 60%
HS
Satisfied
Neutral
Dissatisfied
HDS
Series 1
Series 1

30. 14. WOULD YOU RECOMMEND JIO TO OTHERS ?
PARTICULAR
RESPONDEN
TS
PERCENTAGE
YES 60 60%
NO 10 10%
MAYBE 22 22%
NEVER 8 8%
TOTAL 100 100%
0% 200% 400% 600%
Yes
No
Maybe
Never
Series 1
Series 1

31.  From out of 100 samples we got 58% customers are using
Reliance Jio card & services.
 14% customers are using card below 1 year, 39% customers are
using card between 1-3 year, 26% customers are using card between
3 - 5 year, and rest of 21% customers using more than 5 years.
35% customers got aware from Advertisements, 26% got aware
from relatives & friends, 26% got aware from family members , rest
13% got aware from word of mouth
32% customers faced problem related to Reliance Jio , 14%
customers never faced problems related to Reliance Jio , rest 54%
customers sometimes faced problems related to Reliance Jio.
The highest majority number of customers satisfied with overall
performance of Reliance Jio, which is 44% , while least majority
number satisfied with overall performance of Reliance Jio which is
2%.
60% customers recommend jio to others, 10% would not
recommend jio to Others , 22% maybe recommend it , rest 8% never
recommend jio to others.
FINDINGS

32.  Jio should more concentrate on T.V ads & social media
marketing.
 Jio should give good data speed in hilly, rural & backward
village attract more customers.
 Jio should concentrate on its retail outlets & customer care
services at its Retail stores
 Jio should make its Tarrif Plans more effective by using good
pricing strategy.
 Jio should make improvement in its MY JIO APPLICATION.
 Jio should provide good Data network at night in India.
SUGGESTIONS