Company report of jio

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ST. JOHN’S COLLEGE AGRA
DEPARTMENT OF MANAGEMENT STUDIES
PROJECT REPORT
ON
A STUDY OF CUSTOMER SATISFACTION
ON RELIANCE JIO.
PREPARED BY-ANURAG AGARWAL
CLASS-BBA 6th SEMESTER
ROLL NO. - 1700035071015

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ACKNOWLEDGEMENT
I, ANURAG AGARWAL the student of Dr. B.R. AMBEDKAR University’s,
St. John’s College (Department of Management Studies) Agra, am
extremely grateful to Asst. Prof. Dr. Varun Massey (Project Guide) for
the confidence bestowed in me and entrusting my project entitled “A
STUDY” ON CUSTOMER SATISFACTION ON RELIANCE JIO:
At this juncture I feel deeply honored in expressing my sincere thanks
to to Asst. Prof. Dr. Varun Massey (Project Guide), for making the
resources available at right time and providing valuable insights
leading to the successful completion of my project.
I would also like to thank all the faculty of Department of Management
Studies for their critical advice and guidance without which this
project would not have been possible.
Place: Agra
Date:

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DECLARATION
I do hereby declare that this project work entitled “A STUDY
ON CUSTOMER SATISFACTION ON JIO ” submitted by me for
the partial fulfillment of the requirement for the award of
Bachelor’s Degree in Business Management is a record of
my own research work. The report embodies the finding
based on my study and observation and has not been
submitted earlier for the award of any degree to any
Institute or University.
Place: Agra
Date:

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CERTIFICATE
This is to certify that “ANURAG AGARWAL” has completed
the “project report on the customer satisfaction on jio” in
partial fulfilment of the requirement of the degree of BBA
6th
semester under my supervision . To the best of my
knowledge and belief , this is the original work of the
candidate and all help received by him from various
sources have been duly acknowledged.
Supervisor:
Dr. Varun Massey
Associate Professor
Faculty of Management,
St. John’s College Agra

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INDEX
PARTICULARS PAGE NO.
1 INTRODUCTION 6-15
2 HISTORY 16
3 VISION 17
4 PRODUCTS, SERVICES AND PLANS 18-32
5 SWOT ANALYSIS 33-36
6 RESEARCH METHODOLOGY 37-39
7 ANALYSIS & INTERPRETATION 40-54
8 QUESTIONNAIRE 55-56
9 LIMITATIONS, FINDINGS & CONCLUSION 57-59
9.1 Findings 57
9.2 Conclusion 58
10 BIBLIOGRAPHY 60

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A STUDY OF JIO CUSTOMER SATISFACTION
The objective of my study is to find the customer satisfaction
towards jio. The study was focus on the customers attract
towards jio features for last one year after. The study also
focuses on the jio implementation and history. Within a span of 1
and half year jio has subscribed 18 crores of people.
ABOUT JIO
• Formerly called as reliance jio infocommunication (2013-
2015)
• Jio has announced mukesh ambani in his 41st
annual general
meeting of reliance industries
• Jio started his operations from September 1st
2015
• It give data and calls at a free of cost up to march 31st
2016
• After the 31st
march 2016 it started the payment plans of jio
• It offer a calls at RS.99 whole year
• It offers data at RS.399 for 84 days , it was low cost than the
other telecom operators
• Presently jio come paid we completed 1 year
• In the 1 year of span jio has subscribed 18 crores of people
for their connections

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INTRODUCTION OF TOPIC
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
consumer’s 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 1999, the number of cell phone users has gone up by 13 lakh. In
the year 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 tele density has increased to 81.82% as of 30 November

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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 has updated its 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
the 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.

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Industry profile
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).
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.
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.

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NATIONAL TELECOM POLICY 1994 (NTP 1994)
The National Telecom Policy was announced in 1994 which aimed at
improving India's competitiveness in the global market and provides a
base for a rapid growth in exports. This policy eventually facilitated the
emergence of Internet services in India on the back of established basic
telephony communication network. This policy also paved way for the
entry of the private sector in telephone services. The main objectives of
the policy were:
 To ensure telecommunication is within the reach of all, that is, to
ensure availability of telephone on demand as early as possible
 To achieve universal service covering all villages, that is, enable all
people to access certain basic telecom services at affordable and
reasonable prices
 To ensure world-class telecom services. Remove consumer
complaints, resolve disputes and encourage public interface and
provide a wide permissible range of services to meet the demand at
reasonable prices
 To ensure that India emerges as a major manufacturing base and
major exporter of telecom equipment To protect the defense and
security interests of the nation.

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Establishment of TRAI
The entry of private players necessitated independent regulation in the
sector; therefore, the TRAI was established in 1997 to regulate telecom
services, for fixation/revision of tariffs, and also to fulfill the commitments
made when India joined the World Trade Organization (WTO) in 1995. The
establishment of TRAI was a positive step as it separated the regulatory
function from policy-making and operation, which continued to be under
the purview of the DoT2. The functions allotted to the TRAI included: a. To
recommend the need and timing for introduction of new service provider
b. To protect the interest of customers of telecom services c. To settle
disputes between service providers d. To recommend the terms and
conditions of license to a service provider e. To render advice to the
Central government on matters relating to the development of
telecommunication technology and any other matter applicable to the
telecommunication industry in general.

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ORGANIZATIONAL PROFILE
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), India’s 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 Mumbai.
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.
Type Subsidiary
Industry Telecommunications
Headquarters Navi Mumbai
Maharashtra, India
Key People Sanjay
Mashruwala(Managing
Director)
Jyotindra Thacker
(Head of IT)
AkashAmbani

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R-Jio is also in the process of installing hundreds of monopoles, unlike
the regular rooftopmounted 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.

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The Dominant Players
 Bharti Airtel --- 23% Market Share
 Vodafone Idea --- 33% Market Share
 Reliance Communications --- 12% Market Share
 BSNL --- 10% Market Share
 Aircel --- 8% Market Share
 TATA Infocomm --- 7% Market Share ÿ Others --- 7% Market Share
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.. And by 2017, company would
cover 90 percent. And by 2018, all of India would be covered by this digital
infrastructure,"
Also Reliance Communications Ltd, India’s fourth largest mobile services provider,
has agreed to acquire Sistema Shyam TeleServices Ltd (SSTL), the local unit of
Russian company Sistema JSFC, in a deal valued at Rs 4,500 crore (US$ 675 million).

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Market Capitalization of Telecom Operators in 2020

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HISTORY
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.
Technology:
 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 2010. ¸

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VISION OF JIO
Vision of jio give the digital to all people in india with a low cost for the
all level income people. Its main all people come to digital way. The
initiatives are truly aligned with the government of india project is digital
of india, it is vision for india.
• Digital health care for all the people in india
• Affordable devices with a low cost
• Jio cloud drive
• Digital education for the students
• Digital connectivity and social connectivity for all the people in india

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PRODUCT & SERVICES
RELIANCE JIO 4G BROADBAND
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.
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 multiservice operator (MSO)
licence, Jio will also serve as a TV channel distributor and will offer television-
ondemand 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 Ambanibacked Reliance Communications. The sharing deal is
for 800 MHz band across seven circles other than the 10 circles for which Jio
already owns.
Tariffs:
For first time in India, a network service provider is going to be charging only for
Data where all Voice Calls are Free. The Voice calls would take place over Voice
over LTE (Voice Over Long Term Evolution)
 Digital Healthcare
 Digital Currency
 Digital Entertainment and social connectivity

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LYF SMARTPHONES
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.

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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. 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:


 Jio Cloud, would offer cloud storage for developers and IT organizations which
is durable and highly available object storage.
 Jio TV, would offer various HD Channels LIVE.
 Jio On Demand, would offers movies and videos on demand .Can be potential
NETFLIX of India.
 JioMusic, would offer Music from all over INDIA and World. Can easily beat
Saavan,Wynk or such apps.
 JioMags, provide access to Magazines across the world in digital format.

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Excessive Competition
Another major concern that has come to the forefront in the recent past
has been heightened competitive intensity in the industry that has
correspondingly fuelled the price war between industry players. The
Indian wireless market is one of the world’s most competitive markets,
with 12 operators across 23 wireless ‘circles’ and 6 to 8 competing
operators in each circle. The auction of new 4G licences and the
introduction of mobile number portability (MNP) are likely to heat up
competition in the industry, going forward. Spectrum is the most
important resource that is required for providing mobile services. Given
that spectrum is a finite resource, the availability of the same would be
inversely proportional to the number of operators. Thus, larger the
number of service providers smaller will be the amount of spectrum
available to each of them.
Scarcity of spectrum leads to higher capex on deployment of mobile
networks for the operators as they need more cell sites to improve
service quality. Further the growing usage of spectrum and the resultant
scarcity may lead to re-use of spectrum and increase chances of
congestion in networks leading to constraints on service quality.
With the competitive intensity of the industry already at such high levels
new operators might find it difficult to gather significant share in Indian
telecom market. While the new players may benefit from a faster
network rollout through tower sharing, they will face challenges in
terms of high subscriber acquisition costs and lower ARPU customers.

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Other Growth Inhabiting Factors
While the implementation of mobile number portability is likely to aid
improvements in quality of service, it is also likely to increase the churn
out ratio significantly. The service providers are likely to turn to the VAS
as a service differentiator; however, widespread VAS deployment is
restricted due to language and illiteracy.
The deployment of 4G services is likely to help the emergence of new VAS.
Mass acceptance will be crucial for the success of 4G services in India.
Comparatively higher cost of handsets required for accessing 4G services
is likely to be one of the major roadblocks in mass 4G adoption in India.

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OBJECTIVE OF THE STUDY
 To study customer satisfaction level of Reliance JIO products &
services.
 To find the market potential and market penetration of Reliance JIO
products & services offerings.

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Jio Prepaid Recharge Plans 2020:
Reliance Jio is one of the top three telecom service providers in India,
including Airtel and Vodafone Idea. The company back at the time of its
launch in 2016 revolutionised the telecom industry by providing
affordable data packs. Since then all of the major telecom service
providers have lowered the data prices heavily.
Reliance Jio prepaid plans start at Rs 98 and go up to Rs 4,999. All of
these plans come with data, unlimited Jio to Jio calls, IUC minutes, free
SMSes and access to Jio online services like Jio TV and JioSaavn. Here
we will be taking a look at all prepaid plans Reliance Jio offers its
customers.
Reliance Jio Plans 2020: List of Jio Prepaid Plans, Offers,
Price, Data, & Validity
Jio Prepaid Recharge
Plan
Data Benefit Validity Jio to Jio calls Jio-to non-Jio
calls
SMS
Rs 98 2GB 28 Days Unlimited IUC 6 paise/min 300
Rs 129 2GB 28 Days Unlimited 1000 min 300
Rs 149 1GB per Day 24 Days Unlimited 300 min 100/Day
Rs 199 1.5GB per
Day
28 Days Unlimited 1000 min 100/Day
Rs 329 6GB 84 Days Unlimited 3000 min 100/Day
Rs 399 1.5GB per
Day

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Rs 555 1.5GB per
Day
Rs 1299 24GB 336 Days Unlimited 12,000 min 100/Day
Rs 2121 1.5GB per
Day
336 Days Unlimited 12,000 min 100/Day
Rs 4999 350GB 360 Days Unlimited 12,000 min 100/Day
Reliance Jio Rs 98 Recharge Plan :
Under its Rs 98 prepaid recharge pack Jio offers 2GB data with a validity
of 28 days. The pack also includes unlimited calling but charges users
IUC fee of 6 paise per minute for calls made to networks other than Jio.
The pack also includes 300 SMS and a complimentary subscription to Jio
apps.
Reliance Jio Rs 129 Recharge Plan:
With its Rs 129 prepaid recharge pack, Jio offers customers 2GB data.
The pack also offers unlimited on-net (Jio to Jio) calling, off-net (Jio to
non-Jio) FUP of 1000 minutes, 300 SMS, and complimentary subscription
to Jio apps. It comes with a validity of 28 days.
Reliance Jio under its Rs 149 plan offers customers 1GB data per day. It
also comes with unlimited on-net calling, off-net FUP of 300 minutes, 100
SMS per day, and complimentary subscription to Jio apps. It comes with
a validity of 24 days.

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Under its Rs 199 plan, Jio offers 1.5GB data per day with a validity of 28
days. This plan also comes with unlimited Jio-to-Jio calling benefits and
a complimentary subscription to the company’s own online apps. It also
comes with 1000 minutes for non-Jio calls and 100 SMS per day.
Reliance Jio’s Rs 249 plan offers customers 2GB of daily data along with
unlimited Jio-to-Jio calls, 1000 no-Jio calling minutes, 100 SMS per day,
and complimentary subscription to Jio apps. It comes with a validity of 28
days
Under its Rs 329 plan, Jio offers customers 6GB of total data for 84 days.
It comes with unlimited on-net calling, 3000 off-net FUP minutes and
1000 SMS. It also includes a complimentary subscription to Jio apps.

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Under the Rs 349 plan, Jio offers 3GB of daily high-speed data along with
unlimited on-net calling, off-net FUP of 1000 minutes, 100 SMS per day,
and complimentary subscription to Jio apps. It comes with a validity of 28
days.
Reliance Jio’s Rs 399 plan comes with 1.5GB of daily data, unlimited Jio-
to-Jio calling, off-net FUP of 2000 minutes, 100 daily complimentary
SMSes and access to Jio apps.
Under the Rs 444 plan, the company offers 2GB daily data, unlimited Jio-
to-Jio calling, 2000 non-Jio calling minutes, 100 SMS per day and a
complimentary subscription to Jio apps. This plan is valid for 56 days.
Rs 555 plan comes with 1.5GB daily high-speed data with a validity of 84
days. The pack also offers unlimited Jio-to-Jio calling minutes, 3000 FUP
100 SMS per day and complimentary subscription to all of Jio apps.
Reliance Jio offers 2GB data per day for a period of 84 days under its Rs
599 plan. the plan includes unlimited on-net calling, 3000 FUP minutes,
100 daily SMSs and a complimentary subscription to Jio apps.

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This long-term prepaid plan offers 24GB data for a period of 336 days at
Rs 1,299. The plan also comes with unlimited on-net calling, off-net FUP
of 12,000 minutes, 3600 SMSes and complimentary subscription to Jio
apps.
Under its Rs 2,121, Reliance Jio offers 1.5GB data per day for a period of
336 days. It also offers off-net FUP of 12,000 minutes along with
unlimited Jio-to-Jio calls, 100 daily SMSes and complimentary
subscription to Jio apps.
Under the Rs 4,999 plan, Reliance Jio offers customers 350GB of data,
unlimited on-net calls, 12,000 minutes of off-net calls, 100 daily SMS and
complimentary subscription to Jio apps. It comes with a validity of 360
days.
Apart from all of these plans, Reliance Jio offers consumers data
vouchers, which act as data boosters when you finish your daily data
limit. For Rs 11, Jio offers 800MB data and 75 off-net calling minutes; for
Rs 21, Jio offers 2GB data and 200 off-net calling minutes; for Rs 51, Jio
offers 6GB data and 500 off-net calling minutes; for Rs 101, Jio offers
12GB data and 1000 off-net calling minutes. All of these vouchers have
the validity equal to the existing plan.

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Reliance Jio Work From Home Pack:
Detailing on the Reliance Jio Work From Home Pack, it is priced at Rs.
251. And, it provides 2GB of data per day, which totals to 102GB for its
validity period of 51 days. Notably, this plan offers only data benefits and
does not include any other aspects such as SMS or voice calling benefits.
Once the high-speed data limit meant for the day is exhausted, the data
speed will drop to 64kbps. Besides this special work from home recharge
plan offering only internet benefits, Reliance Jio also offers 4G plans
providing 2GB and 3GB daily data benefits. Its Rs. 599 prepaid plan offers
2GB data per day for a period of 84 days, the Rs. 444 prepaid plan offers
2GB daily data for a validity period of 56 days, and the Rs. 249 prepaid plan
offers 2GB data per day for 28 days. However, these are unlimited combo
plans that bundle other benefits such as unlimited Jio to Jio voice calls, a
specific number of calls to non-Jio voice calls, access to Jio suite .

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COVID-19 outbreak: Reliance Jio ‘Work From Home’
data plans explained:
Stepping up the supply to support work from home, telecom giants including
Reliance Jio, have increased per day internet data in existing plans.
Teething problems are also being faced by employees having no wifi broadband
internet connection which is forcing them to fall back upon their mobile data.
The lockdown imposed by the governments have shut offices and forced employees
to work from home to prevent the spread of the Coronavirus. However, barring
some companies which promoted work from home as a regular feature, all the
companies were caught unawares by the virus which huddled them to close their
offices and shift to work from home culture.
Teething problems are also being faced by employees having no wifi broadband
internet connection which is forcing them to fall back upon their mobile data.
Stepping up the supply to support work from home, telecom giants including
Reliance Jio, Vodafone-Idea have increased per day internet data in existing plans
and some have also have devised a separate work from home plan. BSNL and ACT
Fibernet had also announced special internet offers in the wake of the Coronavirus
lockdown across the country
Tapping the data starved market in the wake of the Work from home shift, Reliance
Jio has launched the new pack of Rs 251 which provided 2GB data per day for a
period of 51 days. The data-only plan has been cleverly marketed and advertised as
the Work from home plan by the company to attract more and more users.
No call and message facilities have been provided with this pack as this is the data
only recharge plan. Moreover the company has also doubled the amount of data in
its four prepaid plans in view of the need of the users. The prepaid plans of Rs 11,
Rs 21, Rs 51 and Rs 101 will provide double the data the company earlier used to
provide.

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In a similar fashion, Vodafone-Idea has also started giving double the data in its
new prepaid plans. For a recharge of Rs 249, the users will get 3GB sata everyday
for a period of 2 days. In its Rs 399 and Rs 599 variants, the company will provide
the same amount of data for a period of 56 and 84 days respectively.
BSNL’s special plan has been offered keeping in mind the users which have a
landline connection. Users can avail free internet facility up to a limit of 5 GB. AVT
Fibernet has also, in a bid to help the users, provided free internet at a speed of
300mbps to all its customers until March 31. On March 31, the nationwide lockdown
may get lifted.

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SWOT ANALYSIS:
Strengths in the SWOT analysis of Reliance Jio :
Strengths are defined as what each business does best in its gamut
of operationswhich can give it an upper hand over its competitors. The
following are the strengths of Reliance Jio:
 Strongest Customer Acquisition strategy – Reliance Jio probably has
the best customer acquisition strategy till date. The brand offered
their services for free for 3-6 months to all their users. This resulted
in millions of users using Reliance Jio and resulted in one of the best
customer acquisition strategy in the history of telecom.
 Strong customer base – Jio boasts of a whopping 100 million
subscribers in the first 170 days of its launch a record which no other
provider has been able to register. This has also made Reliance Jio
India’s largest Internet Service Provider.
 Technology – Jio currently uses the latest 4 G LTE technology which
is one of the world’s best technologies for the future. This is supported
by Voice over LTE which makes it scalable and supportive of 5G and 6
G technologies which are expected to be the future in wireless
communication.
 Strong backing of parent company Reliance Industries: Reliance
Industries is a credible brand which echoes with Indian sentiments
and has high trust amongst customers. The association of Jio with
Reliance acts as a core strength.
 Brand Management – The reason for the huge customer base of
Reliance Jio is the brand management strategies that it has adopted.
The right promotion backed by lucrative offers and credible brand
ambassadors like ShahRukh Khan and Amitabh Bachchan have
helped in building connectivity with the customers.

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Weaknesses in the SWOT analysis of Reliance Jio :
Weaknesses are used to refer to areas where the business or the
brand needsimprovement. Some of the key weaknesses of Reliance Jio
are:
 Late entry into the market: Reliance Jio has made a late foray into the
market which already had established players
like Airtel and Vodafone who had occupied a place in the minds of the
customer.
 Activation Issues – Reliance Jio faced numerous gestation issues
owing to not being able to contain the huge volumes of customers it
had acquired. On such was delays in SIM Card activation during the
period that followed its launch.
 Pricing Controversies – Reliance Jio was criticised for having
lowered its prices beyond what was ethical to penetrate into the
market and this stirred allegations like corruption and money
laundering against them.
 Too many freebies – Reliance Jio currently offers many services for
free and this was one reason for share increase in sales. However,
the company may not be able to afford all of them in the long run which
may affect the business negatively.
 Data connection poor – The data connection is many times poor from
Reliance Jio and the range is less causing slower loading speeds in
selected regions.

Page | 35
Opportunities for the SWOT analysis of Reliance Jio :
Opportunities refer to those avenues in the environment that surrounds
the business on which it can capitalize to increase its returns. Some of the
opportunities include:
 Future driven technology – Reliance Jio uses VoLTE 4G network
which is scalable to accommodate
 5G and 6G technologies. This offers numerous avenues to Jio or future
expansion of bandwidth.
 Apps – Reliance Jio has VoLTE which has a lot of scope in terms of
bandwidth. Thus they can offer apps to customers which are
chargeable or even free initially and pay per use later.
 Competitive Pricing Strategies – Reliance Jio prides itself on being a
low-cost Internet service provider and mobile operator. This can be
used as a positioning to target more markets and grow their market
share since most of their competitors’ cannot afford their prices.
 Expansion to other countries – Currently Reliance Jio is operational
only in India. There is, however, a lot of scope for expansion to foreign
countries at least in the neighbouring regions.

Page | 36
Threats in the SWOT analysis of Reliance Jio :
Threats are those factors in the environment which can be detrimental to
the growth of the business. Some of the threats include:
Risk of loss of customers – Customers prefer Jio primarily because of the
low prices that they offer. At a stage when the company increases its price
there may be a loss of customers.
Removal of free services – Jio currently is associated with a lot of
freebies.Once these are removed there may be a drop in sales for the
company.
Criticism and negative image – Reliance Jio has been embroiled in a lot of
controversies from the time it was started. These have resulted in a
negative brand image for the company.
Poor Code of ethics – Many of the strategies adopted by Reliance Jio such
as the low pricing, free bandwidth and market penetration strategies have
been showcased as unethical and this may affect the goodwill of the
business in the long run.

Page | 37
RESEARCH METHODOLOGY
• The purpose of methodology is used to design the research
procedure on impact of jio on youth. This includes the overall
design of data, sampling procedure and collection of data and
analyzes it.
• It is systematic process of gathering data and analyzing data
to know the problem on marketing of goods and services.

Page | 38
DESCRIPTIVE RESEARCH
• It is also known as quantitative research.
• This kind of research is design for investigation the problem.
Develop the hypothesis on problem from a working point of view.
It is fixed flexibility, which is needed to solve the problem, broadly
decide first, is transform into many actual meaning in descriptive
studies, which in fact may require changes in research procedure
for gathering important data.
CHARACTERISTICS OF DESCRIPTIVE RESEARCH
• Design is flexible
• No profit is come from sampling design
• In collection of data we use unstructured instruments
• No fixed decision about the working procedures
• preplan design for analysis is not requires

Page | 39
Fieldwork/ Data Collection
Data sources of are two types:-
1)Primary data sources:-
Primary data can be collected through the questionnaire. Which contain
the different question to measure the customer’s perception and factor
affecting? Primary data sources are very helpful for research.
2)Secondary data sources:-
Secondary data can be collected through books, magazines,
newspaper, internet and other sources. I have collected the information
about various cars offered by through internet and used books to
understand the overall research Process.
Data Analysis:-
Data will be analyzed through SPSS, MS Excel and other quantitative
tools.

Page | 40
DATA ANALYSIS
Q1 Gender
Gender
Frequency Percent Valid Percent Cumulative
Percent
Valid
Male 90 90.0 90.0 90.0
Female 10 10.0 10.0 100.0
Total 100 100.0 100.0
Interpretation:
In our research 90 respondents are male and 10 respondents is female.

Page | 41
Q2 Age
Interpretation:
In our research 7 respondents under 17 years where, 69 respondents 17
to25 years and 25 to 40 years respondent is 22 and above 40 years
respondent is only 2.
Percent
Valid
Below 17 years 7 7.0 7.0 7.0
17 to 25 years 69 69.0 69.0 76.0
25 to 40 years 22 22.0 22.0 98.0
Above 40 years 2 2.0 2.0 100.0
Total 100 100.0 100.0

Page | 42
Q3 Education
Percent
Valid
SSC 13 13.0 13.0 13.0
HSC 25 25.0 25.0 38.0
Graduation
Post-Graduation
47 47.0 47.0 85.0
15 15.0 15.0 100.0
Total 100 100.0 100.0
Interpretation:
In our research most respondent done graduation and Second mostly has
done HSC level and 13 respondent done SSC. Only 15 respondent done
Post- Graduation.

Page | 43
Q4 occupation
Occupation
Percent
Valid
Bussiness man 6 6.0 6.0 6.0
Teacher 1 1.0 1.0 7.0
Private Sector Job 29 29.0 29.0 36.0
Goverment Job 3 3.0 3.0 39.0
Other 61 61.0 61.0 100.0
Total 100 100.0 100.0
Interpretation:
In our research 29 peoples doing Private sector job. And 6 people doing
Business. And 61 respondent doing others jobs.

Page | 44
Q5 What is your current JIO-PACKAGE?
Percent
Valid
Free 70 70.0 70.0 70.0
Paid 30 30.0 30.0 100.0
Total 100 100.0 100.0
Interpretation:
The above question asked to know what package they are using. In our
research most of respondent using
‘Free’ package. 30 respondent using ‘Paid’ service.

Page | 45
Q6 How long you have been using jio?
Percent
Valid
0 to 3 Months 4 4.0 4.0 4.0
3 to 6 Months 33 33.0 33.0 37.0
6 to 9 Months 45 45.0 45.0 82.0
More than one year 18 18.0 18.0 100.0
Total 100 100.0 100.0
Interpretation:
The above question asked to know from how many days they are using
Jio. In our 45% respondent using since 6 to 9 months. Where 18%
respondent using jio from last 1 years. Only 4 % respondent using jio from
last 3 months.

Page | 46
Q7 Which Services of jio do you use the most?
Percent
Valid
Calling
SMS service
Internet
Total
31 31.0 31.0 31.0
6 6.0 6.0 37.0
63 63.0 63.0 100.0
100 100.0 100.0
Interpretation:
The above question asked to know why people using jio. In our research
63 % respondent using for only
‘Internet’. Where 31% using jio for calling only. Where 6% people using jio
for ‘SMS service’.

Page | 47
Q8 JIO has replaced the most existing service provider
in India.
Interpretation:
Above question asked to know perception towards service provider. In
our research 50 % respondent thinks that the jio replace most existing
service provider in India. Where only 8% respondent disagree with it. 16%
respondent Strongly agree about that.
Percent
Valid
Strongly Agree
Somewhat Agree
Agree
Dis Agree
Strongly Disagree
Total
16 16.0 16.0 16.0
18 18.0 18.0 34.0
50 50.0 50.0 84.0
8 8.0 8.0 92.0
8 8.0 8.0 100.0
100 100.0 100.0

Page | 48
9. Do you think, jio is a new trend of 4G internet in India?
Percent
Valid
Yes 85 85.0 85.0 85.0
No 15 15.0 15.0 100.0
Total 100 100.0 100.0
Interpretation:
In our research 85 % people accept that jio brings new trends in India.
Where only 15 % respondent disagree with it.

Page | 49
10.Do you think, jio provides the best internet service?
Interpretation:
In our research 85% respondent agree that jio provides best service in
India. Where only 15% respondent thinks that jio does not provide best
service.
Percent
Valid
Yes 85 85.0 85.0 85.0
No 15 15.0 15.0 100.0
Total 100 100.0 100.0

Page | 50
11.How satisfied you are with the internet facility of
jio?
Percent
Valid
Extremely 42 42.0 42.0 42.0
Somewhat Satisfied 26 26.0 26.0 68.0
Neutral 17 17.0 17.0 85.0
Dis Satisfied 10 10.0 10.0 95.0
Extremely Dis-satisfied 5 5.0 5.0 100.0
Total 100 100.0 100.0
Interpretation :
In our research 42% respondent extremely satisfied with Jio service. 5 %
respondent extremely dissatisfied with jio service.

Page | 51
12 Rank the services of Jio in terms of it quality.
particular Mean Rank
rank-calling 1.75 1
rank-sms 2.82 3
rank-internet 1.77 2
rank-customer care service 3.67 4
Valid N (list wise)
Interpretation;
The first rank goes to calling in terms of calling. 2nd rank goes to
Internet in service quality. Where 3rd rank goes to SMS in terms of
quality.

Page | 52
13 Do you feel Jio faces any competition?
Interpretation:
80% respondent feels that jio faces competition from competitors like
Airtel, Idea and Vodafone.
Percent
Valid
Yes 80 80.0 80.0 80.0
No 20 20.0 20.0 100.0
Total 100 100.0 100.0

Page | 53
Q14 If yes, which services provider is the toughest
competitor?
Percent
Valid
IDEA
VODAFONE
AIRTEL
Other
Total
System
41 41.0 51.9 51.9
24 24.0 30.4 82.3
13 13.0 16.5 98.7
1 1.0 1.3 100.0
79 79.0
21.0
100.0
100.0
Missing 21
Total 100
Interpretation:
In our research 41% respondent thinks that AIRTEL is major competitor of
jio. And second biggest competitor is VODAFONE IDEA

Page | 54
Q15 Rate your overall experience using jio.
Interpretation:
In our research call rates comes first in overall experience using jio.
Where second Internet comes which mean score is 1.88 and 3rd rank
comes of SMS service. Where 4th rank goes to Value added service.
N Minimum Maximum Mean Std. Deviation
rate-call rate 100 1 5 1.88 .832
rate-sms service 100 1 5 2.88 .891
rate-internet 100 1 5 1.88 1.183
rate-value added service 100 1 5 4.00 .853
rate-voice message 100 1 5 4.36 1.030
Valid N (listwise) 100

Page | 55
Standard deviation and mean of questionnaire
Mean Standard Deviation
DO YOU HAVE A MOBILE PHONE 1.03 .16
WHICH OPERATOR SERVICE DO YOU USE 1.91 1.20
WHAT IS YOUR AVERAGE MONTHLY EXPENDITURE
ON
MOBILE PHONE
ARE YOU AWARE ABOUT JIO
1.78 .96
.38
1.17
HOW LONG YOU ARE USING JIO SERVICE 2.50 1.15
WHICH OF THE FEATURE YOU ARE SPECIFICALLY
CONCERNED WHILE PURCHASING A NEW SIM
CARD
11.22 1.59
WHICH OF THE FEATURES YOU LIKE MOST IN JIO 1.73 1.05
DO YOU CALL CUSTOMER CARE 1.51 .50
ARE YOU SATISFIED WITH JIO 1.31 .46
WHAT SHOULD BE IMPROVED IN JIO
ARE YOU AWARE ABOUT JIO PRIME OFFERS
WOULD LIKE TO RECOMMEND JIO PLANS TO
OTHER
2.22 1.27
.46
.46
1.29
1.31

Page | 56
RELIABILITY TEST
Case Processing Summary
N %
Cases Valid 78 100.0
Excludeda
0 .0
Total 78 100.0
Case Processing Summary
N %
Cases Valid 78 100.0
Excludeda
0 .0
Total 78 100.0
Reliability Statistics
Cronbach's
Alpha N of Items
0.241 16

Page | 57
FINDINGS
Below are some of major findings, I came across during my survey.
 While conducting the survey, I found out that 85% respondents are satisfied
with Reliance JIO services and 15% of respondents are not satisfied. The
reason being they are still facing problems of call drops and low network,
some of them did say that after April 1st
they might consider using it.
 Reliance JIO has successfully captured its market in Kadi areas well.
 Most of the users are using dual sim phones and hence they are using it as a
secondary service as they do not want to change their old number.
 Customers are satisfied the 4G unlimited services as comparison to others
services.
 Reliance JIO is expected to grow bigger thereby taking over Bharti Airtel which
currently has a 33.1% of market share whereas the latter is looking to gain
over 50%
 Reliance JIO Wifi router which is highly appreciated by the users
 The competition among other mobiles Samsung, Redmi, Apple are high. LYF
handsets are used as a secondary phone by some users.

Page | 58
CONCLUSION
Reliance JIO has become a very successful brand in India & providing
customer satisfaction is one of their primary motives. 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. That’s 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.
Reliance JIO is currently the most 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.
JIO is capturing the wide area of Indian markets increasingly day by day.
Hence these statistics imply a bright future for the company. The time is
not far when RJIO will start 5G in India with a similar schemes.

Page | 59
LIMITATIONS
1. Some of the response from customers were not valid enough which
resulted in repetition of the answers.
2. Customers behaviour were unpredictable which may result in lack of
accuracy in the data.

Page | 60
BIBLIOGRAPHY
http://www.financialexpress.com/india-news/reliance-jio-forces-vodafone-idea-
cellular-merger-jefferiessay s-entity-would-gain- from-synergies/538949/
http://www.mobiletor.com/reliance-jio-finalizes-list-vendors-partners-4g-
launch/
http://www.ril.com/OurBusinesses/Jio.aspx
/3g-4g/reliance-jio-4g-field-trials-reportby-credit-suisse/262
http://telecom.economictimes.indiatimes.com/news/reliance-jio-to-offer-120-gb-
extra-4g-data-to-jioprime-users-report/57850974
http://gadgets.ndtv.com/telecom/news/vodafone-announces-free-incoming-calls-
on-national-roamingstarting-this-diwali-1477284
http://gadgets.ndtv.com/telecom/news/reliance-jio-4g-speed-slowest-in-india-
shows-trai-data-jio-blamesdaily-data-limit-of-welcome-offer-1477264
http://indianexpress.com/article/technology/opinion-technology/reliance-jio-4g-
launch-digital-indiamukesh-ambani-data-explosion-3009188/
http://indianexpress.com/article/technology/tech-news-technology/reliance-jio-
4g-wait-for-three-weeksheres-how-to-get-sim-4g-preview-free-3015877/
http://gadgets.ndtv.com/mobiles/news/lyf-f1-launched-in-india-price-release-
date-specifications-andmore-1477217
https://www.paulasset.com/articles/reliance-jio-will-kill-30-businesses/
http://myvoice.opindia.com/2016/09/strategy-of-reliance-jio-in-3-points/
http://www.ciim.in/reliance-jos-marketing-strategy-case-study.

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