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The Hazira petrochemical plant was commissioned in 1991–92.
In 1993, Reliance turned to the overseas capital markets for funds through a global depository issue of
Reliance Petroleum. In 1996, it became the first private sector company in India to be rated by
international credit rating agencies. S&P rated Reliance "BB+, stable outlook, constrained by the
sovereign ceiling". Moody's rated "Baa3, Investment grade, constrained by the sovereign ceiling".
In 1995/96, the company entered the telecom industry through a joint venture with NYNEX, USA and
promoted Reliance Telecom Private Limited in India.
In 1998/99, RIL introduced packaged LPG in 15 kg cylinders under the brand name Reliance Gas.
The years 1998–2000 saw the construction of the integrated petrochemical complex at
Jamnagar in Gujarat, the largest refinery in the world.
2001 onwards
In 2001, Reliance Industries Ltd. and Reliance Petroleum Ltd. became India's two largest companies
in terms of all major financial parameters. In 2001–02, Reliance Petroleum was merged with Reliance
Industries.
In 2002, Reliance announced India's biggest gas discovery (at the Krishna Godavari basin) in nearly
three decades and one of the largest gas discoveries in the world during 2002. The in-place volume of
natural gas was in excess of 7 trillion cubic feet, equivalent to about 120 crore (1.2 billion) barrels of
crude oil. This was the first ever discovery by an Indian private sector company.
In 2002–03, RIL purchased a majority stake in Indian Petrochemicals Corporation Ltd. (IPCL), India's
second largest petrochemicals company, from the government of India,[21]
RIL took over IPCL's
Vadodara Plants and renamed it as Vadodara Manufacturing Division (VMD). IPCL's Nagothane
and Dahej manufacturing complexes came under RIL when IPCL was merged with RIL in 2008.
In 2005 and 2006, the company reorganised its business by demerging its investments in power
generation and distribution, financial services and telecommunication services into four separate
entities
In 2006, Reliance entered the organised retail market in India.
with the launch of its retail store format
under the brand name of 'Reliance Fresh'. By the end of 2008, Reliance retail had close to 600 stores
across 57 cities in India.
In November 2009, Reliance Industries issued 1:1 bonus shares to its shareholders.](https://image.slidesharecdn.com/relianceproject-220420031038/85/Reliance-project-pdf-22-320.jpg)
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quarter of the financial year 2015-16. It was the second largest LTE phone supplier after Samsung,
surpassing Micromax and Lenovo during the quarter. "In first quarter of its inception, Lyf instantly
climbed to become one of the top five smartphone brands in India in terms of shipment volumes,"
TarunPathak, senior analyst at Counterpoint said in the report. Reliance Digital had shipped around
1.7 million LYF branded smartphones in the first quarter of 2016.
Products
An image of LYF WATER 2 phone with IPS display.
In October 2015, LYF tied up with domestic handset maker Intex to supply 4G handsets enabled with
voice over LTE (Volte) feature. In January 2016, it launched its first set of smartphones - LYF Earth
1, LYF Water 1, and LYF Water 2.
Production
LYF smartphones are manufactured by Chinese handset maker ZTE Corporation, CK Telecom
Limited, Intex. The company plans to source more phones from the maker before the launch of its JIO
4G services later in 2016.
Distribution
LYF phones are directly sold through its retail outlets.[19]
In February 2016, LYF tied up with app-
based delivery service Gofers and online retailer Amazon to deliver its phones to users
Products
An image of LYF WATER 2 phone with IPS display.
In October 2015, LYF tied up with domestic handset maker Intex to supply 4G handsets enabled with
voice over LTE (Volte) feature. In January 2016, it launched its first set of smartphones - LYF Earth
1, LYF Water 1, and LYF Water 2.](https://image.slidesharecdn.com/relianceproject-220420031038/85/Reliance-project-pdf-28-320.jpg)
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Production
LYF smartphones are manufactured by Chinese handset maker ZTE Corporation, CK Telecom
Limited, Intex. The company plans to source more phones from the maker before the launch of its JIO
4G services later in 2016.
Distribution
LYF phones are directly sold through its retail outlets.[19]
In February 2016, LYF tied up with app-
based delivery service Gofers and online retailer Amazon to deliver its phones to users
1.3 Reliance Communications](https://image.slidesharecdn.com/relianceproject-220420031038/85/Reliance-project-pdf-29-320.jpg)
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Reliance Communications Ltd. (RCom) is an Indian telecommunications company headquartered in
Navi Mumbai, India. It provides GSM (Voice, 2G, 3G, 4G) mobile services, fixed line broadband and
voice services, DTH depending upon the areas of operation. Reliance Communications is the sixth
largest telecom operator in India with 85.4 million subscribers as of May 2017.[4]
RCOM is a subsidiary
of Reliance Anil DhirubhaiAmbani Group.
History
Reliance Communications Ltd. was established in 2002. The same year, it launched CDMA services
nationwide. In 2008, Reliance Communications launched GSM services. In the 2010 spectrum auction,
Telecom circle 2G 3G 4G](https://image.slidesharecdn.com/relianceproject-220420031038/85/Reliance-project-pdf-30-320.jpg)
More Related Content
Reliance project.pdf
- 1. 1 PROJECT REPORT ON “A studyof customer satisfaction and preference on reliance io in Sagar ” A project report submitted in partial fulfillment of the requirements of Masters of Business Administration DEPARTMENT OF BUSINESS MANAGEMENT DR.HARISINGH GOUR VISHWAVIDYALAYA (A CENTRAL UNIVERSITY) SAGAR (M.P) Under the guidance of SUMBISSION BY Dr. Shree Bhagwat Deepesh Rajak(Y20282015)
- 2. 2 DECLARATION DATE- __________ I “DeepeshRajak” hereby declares that the work presented herein is genuine work done originally by me under the supervision of “Dr. Shree bhagwat” (HOD), Department of Business Management, Dr. HariSingh Gour Vishwavidyalaya (A Central University), Sagar (M.P) and same has not been submitted for the award of any other degree/diploma/fellowship or other similar titles or prizes. Deepesh Rajak MBA 3rd SEM... (Y20282015)
- 3. 3 CERTIFICATE This is tocertify that Deepesh Rajak has worked for his MBA 3rd semester project entitled “A study of customer satisfaction and preference on reliance io in Sagar JIO” in partial fulfillment of the degree of Masters of Business Administration. he has completed her project under my supervision. His work is original, satisfactory and is not submitted anywhere else for the award of any degree. I hereby forward this project and wish his success in future endeavor. Signature of Supervisor Signature of examiner Signature of HOD
- 4. 4 ACKNOWLEDGEMENT First and foremost,let me sincerely thank almighty for the great opportunity and blessings that he has showered up on me for the successful and timely completion of my project work. It is a great opportunity for me to express my sincere thanks to Dr. Shree Bhagwat, Head of the Department of Business Administration, Dr. Hari Singh Gaur Vishwavidyalaya (A Central University), Sagar (M.P). I would like to pay my special gratitude to Dr. Shree Bhagwat who supervised my work, and for his valuable guidance and constant encouragement throughout my project work. I am very thankful to the all-respected faculty members of the department, who supported me in the preparation of my project. Finally, I want to thanks my parents, my friend without whom the completion of my project would not have been possible. DEEPESH RAJAK (Y20282015) MBA-3rd semester
- 5. 5 PREFACE I am pleasedto present the report on “A study of customer satisfaction and preference on reliance JIO in Sagar” before my respected readers. This study deals with a no. of topics such as introduction of the company Language of the report is simple and lucid. Attempts have been made to arrange the subject matter in a systematic and well-knit style. Efforts have also been made to deal with all topics precisely and gently. Deepesh Rajak (Y20282015) MBA-2nd semester
- 6. 6 INDEX CHAPTER NO. CHAPTERNAME PAGE NO. Chapter-1 1. company profile of reliance JIO 1.1 Introduction of industry 1.2 History of reliance JIO 1.3 Establishment of reliance JIO 1.4 Organizational structure 1.5 Products and services 1.6 Special offer regarding product 1.7 Major competitors 1.8 SWOT analysis 2. Conceptual framework 2.1 customer satisfaction framework 2.2 customer preference framework 7-31 7-28 28-30 30-31 Chapter-2 RESEARCH METHODOLOGY 2.1 Research design 2.2 Type of research design 2.3 Objectives of study 2.4 Scope of study 2.5 Need of study 2.6 Data collection Method 2.7 Sampling 32-36 32 33 34 36
- 7. 7 2.6 Limitation ofstudy 2.7 statical tool used and software Chapter-3 DATA ANALYSIS AND INTERPRETATION 3.1 Tabulation of data 3.2 graphical representation 3.3 Interpretation 37-59 Chapter-4 FINDING , SUGGESTION, CONCLUSION 60 Chapter-5 REFERENCE 64
- 8. 8 Chapter 1- Company profilereliance JIO 1.1 Introduction of Industry Technically, telecommunications encompass any communication over a distance, be it via telephone, television, radio, wireless network, computer network, telemetry, or other means-but traditionally the term referred to telephone service. These days, though, all these technologies and others are converging-indeed, nowadays you can access the internet, play videos, or track your children movements via Global Positioning System (GPS) technology on your cell phones-so the lines between telecommunications and other industries like computer hardware and consumer electronics are getting blurrier all the time. In other words: If you work in an industry that requires you to learn fast and adapt quickly, this is it. Telecommunications is a mammoth industry, compromising companies that make hardware, produce software, and provide services. Hardware includes a vast range of products that enable communication across the entire planet, from video broadcasting satellites to telephone handsets to fiber-optic transmission cables. Service includes running the switches that control the phone system, providing Internet access, and configuring private networks by international collaborations conduct business. Software makes it all work, from sending and receiving e-mail to relaying satellite data to controlling telephone switching equipment to reducing background noise on your cell phone.
- 9. 9 The breakup ofAT&T in 1984 created the modern telecommunications industry, subjecting phone companies to free-market forces for the first time. The long-distance market became competitive almost immediately, but the so-called Baby Bells fought a rear-guard action against letting companies like AT&T (since acquired by SBC) or MCI (recently acquired by Verizon) enter the local phone markets. Proponents say deregulation makes telecommunications services more competitive, benefitting consumers. Critics say it gives few giant companies unchecked sway over our ability to communicate with each other. Regardless, deregulation appears here to stay, with the industry swept up in waves of consolidation that are likely to continue. VOIP VOIP, or voice over Internet Protocol, makes it possible to send phone calls as data packs across the Internet and other IP networks (such as private Local Area Networks, or IM-based VoIP like Skype and Yahoo IM), meaning phone calls no longer must travel through local phone company lines. Quality, consistency, and reliability of VoIP doesn’t equal that of old-timey phone networks-but it’s getting there. And the price sure is right: like e-mails, VoIP-to-VoIP phone calls are free-the only cost is the cost of your broadband internet connection, which is typically relatively small, fixed, up-front cost. There are currently some downsides to VoIP offerings (while the phone usually continues to work even during power outages, if your power goes out and you don’t have a generator, most VoIP users will be unable to make phone calls-and most VoIP don’t support encryption, so the security of VoIP phone calls can be questionable, but use of VoIP is growing all time. Prior to the telecommunications Act of 1996, a variety of regulations divided communications artificially cable TV companies were prohibited from offering local telephone service, video programming over lines was banned, and local and long-distance service providers were forbidden from competing in each other’s markets. The Telecommunications Act lifted these competitive restrictions. One remaining regulatory barrier prohibits service providers from manufacturing telecommunications equipment’s. The cleanest way to break this industry down, then is, between those who make the software and hardware and those who provide various services.
- 10. 10 Service Provider These companiesprovide local and long-distance wireline telephone service. Industry insiders call these POTS, for plain old telephone service. Wireline providers include the large long-distance service providers such as Verizon and Sprint and the RBOCs (the Baby Bells) like SBC Communications and BellSouth. A new generation of companies is laying fibre-optic wire networks to handle the rapidly increasing data traffic, including Qwest, Level 3, and Verizon. Wireless Service Providers Marked by carrier consolidation and collaborating to augment geographic reach and gain economies of scale, wireless communication services have shaken up the telecom industry. They have also brought telecommunications to the far corners of the earth, including parts of Africa and South America where there's no existing wireline infrastructure, and have made local markets far more competitive in the United States. Satellite Telecommunication Services Satellite telecom services break down into fixed satellite services such as Intelsat; low earth orbit companies (LEOs), which include Global star and mega-LEO Teleferic (controlled by Craig McCaw); direct broadcast satellite companies such as DirecTV; and the global positioning system (GPS). Satellite services include everything from navigation systems (such as those being included in the dash of some new model vehicles) to video broadcast and data transmission. Internet Service Providers (ISPs) These consist of those companies that make it possible for you to go online-Microsoft, AOL, Earthlink, and the RBOCs. The Internet, which has become an integral part of the telecommunications industry, is also the vehicle by which a huge dose of talent and energy has been added to telecom as voice and data networks converge.
- 11. 11 Customer Premise Equipment(CPE) Manufacturers Telecommunication service providers are the biggest customers of telecommunications equipment makers. When they sell a service to a company, for instance, they purchase the switch, which can serve anywhere from 15 to 100,000 people, as well as other customer premise equipment (CPE)-everything from telephones to voice-mail systems to private branch exchanges (PBXs). Local area networks (LAN) require their own routers, switches, and hubs. The big players here include Lucent Technologies, Nortel, Fujitsu, Siemens, and Alcatel. Networking Equipment and Fibre Optics Manufacturers Networking equipment includes the stuff that makes the local area network operative, including routers, hubs, switches, and servers. Fibre optics consists of the optical fibre and fibre-optic cable, transmitters, receivers, and connectors that carry data and voice messages. The biggest switch makers are Nortel and Lucent. Cisco and 3Com are among the biggest makers of networking equipment. Wireless and Satellite Communication Equipment Manufacturers These are different categories that we've grouped together. The radio-based communications systems, the switches, transmission, and subscriber equipment for this sector differ from those the wireline service providers use. Large players in wireless equipment include Motorola, Qualcomm, Sony, and NEC. Satellite communication equipment makers include Comcast and Intelsat, as well as many cable companies, such as Cox Communications, DirecTV, and the DISH Network. According to the U.S. Bureau of Labour Statistics, "Employment in the telecommunications industry is expected to decline 7 percent over the 2004-14 period, compared with 14 percent growth for all industries combined." In this varied field, demand for workers, or lack of it, will be based mostly on technology. For example, as new voice recognition technology improves productivity, jobs like telephone and directory assistance operators will continue to decrease in number. But the need for engineers who develop that technology will increase.
- 12. 12 The outlook isgood in telecom sectors that are bringing exciting new technologies to market. High- speed data services, voice communications over the Internet, and wireless networking are some of the sectors that will be hiring, and small companies are good places to find jobs. Electrical and electronics engineers, computer software engineers, systems analysts, customer service professionals, and the likes will find opportunities growing faster than overall for the industry as networks expand, providers invest in R&D, and computer technology grows more sophisticated. Line installers and repairers should also find work as businesses seek to increase connections to suppliers and customers and residential customers add broadband service. Reach Out and Touch Someone In telecommunications, you're working with products that people know and use. Everybody knows what voice mail, caller ID, and portable phones are. One insider says, "It's stuff I identify with and my friends identify with." Therefore, your work more than reaches out and touches someone-it touches a lot of people. So Many Ways to Call "The products are varied," says an insider. "It's changing incredibly fast. That's not unique to telecom, but it's certainly true of telecom." Wireless, speech recognition, Internet telephony-the long list of new products driving change in this industry will have a huge impact on our lives. If you can deal with the ambiguity that comes with change and get a charge from the excitement that goes along with all the new opportunities, then this is a great industry to work in. New Directions "Where does telecommunications end and the Internet start?" asks an industry insider. Because the Internet has drawn a lot of talented, innovative employees and workers, it has injected new life and energy into telecommunications as well. This makes both new products and the work environment particularly exciting, while bringing a variety of industries together. Old Bells The monopolies that the Bells held for so long didn't exactly make telecom a stimulating industry. New technology and deregulation have changed this, but there's still a lot of holdover. The four remaining
- 13. 13 Baby Bells stilldominate local phone service. "Telecom was so regulated for so long, you didn't have to be good to go far," say an insider. "It was such an inbred industry." Join a newer company if you want to avoid this aspect of the industry. Red Tape Historically, telecommunications have been one of the most regulated industries. "One thing that's kind of a love-hate thing is the regulatory environment," says an insider. "It impacts just about every company in the industry. Some days I think it's an added challenge to deal with the industry and with this complexity. Some days I wish it weren't there." The Hugeness The biggest players in telecom are huge. "That's not for everybody," says an insider. The Bells and major long-distance service providers are large, often bureaucratic organizations where you'll need lots of people to sign off before you can get a project approved. In contrast, there are many smaller companies, many of which have found niches or picked off share exactly because of their mobility. Engineer Engineers of various types are in great demand in this industry. Although the specifics of different assignments will vary (for example, field engineers will install equipment at a customer site, and network engineers will plan network needs), most positions will require a degree in computer science, electrical engineering, or system engineering, as well as knowledge of Windows NT, C++, Unix, and other programming languages. Salary range: $45,000 to $105,000. Test Engineer The test engineer makes sure the product works, especially the switches, which are critical. If email or voicemail doesn't work, it is, after all, considered an urgent issue. The test cycle is often if the development cycle. Salary range: $45,000 to $100,000. Software or Applications Engineer These engineers concentrate on writing code. Most companies require code to be written on Unix- based machines. Salary range: $45,000 to $100,500. Product Manager Essentially, product managers make the product happen. Product managers determine what service or product they'll sell to the end user, then help develop it, be it wireless service, DSL, caller ID, or
- 14. 14 voicemail. On themanufacturing side, they need to understand the technology. This position generally requires an MBA or similar experience with another company, preferably in networking or data communications. Salary range: $60,000 to $125,000. Sales Salespeople sell the product to the customer. They usually have a smaller base salary and larger commission than their counterpart, the technical sales rep or sales engineer, who often accompanies the sales rep to answer the customer's technical questions. Salary range: $25,000 to $100,000 or more, depending on commissions. Customer Support Staff Customer support answers customer phone calls or emails, helping to solve problems. This includes everything from identifying problems to fixing bugs. This is often a good place to start a career in telecom, particularly if you lack an engineering background. Customer service managers earn at the high end of the scale. Salary range: $30,000 to $50,000.
- 15. 15 I. Reliance industry Indiais one of the biggest mobile markets in the world. Indian mobile industry is one of the fastest growing industries in the world. India is the second largest market for mobile service providers after China. Reliance JIO started with broadband services. Their innovative plans made stiff competition in the mobile market. It is India’s only network which is solely 4G and its USP is the free services that it offers. In order together into the Indian telecom markets the company adopted a predatory pricing strategy telecom market and offered free voice, data, and message services as their “Welcome Offer” from September 5, 2016, to up to December 31, 2016. Later, the offer was extended up to March 31, 2017, as the Happy New Year Offer. Reliance’s move disrupted the competition in the Indian telecom sector and major competitors like Airtel, Idea, and Vodafone were faced huge losses and framed defence strategies to sustain their market share. Reliance JIO promises to shape the future of India by providing end-to-end digital solutions for business, institutions and households and seamlessly bridging the rural-urban divide 63% of its population under the age 35 years. Today’s world is the era of possessing a mobile phone which has become mandatory. Even the lowest class of people owns a mobile phone. Many numbers of network services like Reliance, Airtel, Vodafone, Idea, Aircel, BSNL, etc are available. The year 2016 witnessed a revolutionary change in the entire telecom industry with the launch of JIO network. It posed a threat to the existing mobile networks like Airtel, Vodafone, Idea, Aircel, etc. JIO launched a bundle of multimedia apps on Google play as part of its upcoming 4G services. Even if the apps are universally available to download, but still a user will require a JIO SIM card to use them. The apps are My JIO, JIO TV, JIO Chat Messenger, JIO Music, JIO 4GVoice, JIO Xpress News, JIO Security, JIO Drive, and JIO Money Wallet. With the enrichment of technology, the consumer preference shifted towards using JIO from their existing network. JIO offered free sim in various retail outlets, the users of which will be entitled to using free 4g internet services, free voice calls and free SMS for a period of 1 year. With such rich offers a crazy environment for acquiring a JIO sim could be witnessed in shops distributing free JIO sim. Even though, Reliance JIO network offers cost free services, the 100% satisfaction of its customer cannot be declared. Although the customers are availing JIO services, still other network services are still in use as a second number by many of JIO users. If Reliance JIO fails to give the full satisfaction to its
- 16. 16 customer, it isdifficult to sustain its image in the long run. Hence the study is undertaken for the purpose of analysing the satisfaction level of the customer of JIO network in Sagar area. Reliance Industries Limited is an Indian multinational conglomerate company, headquartered in Mumbai. It has diverse businesses including energy, petrochemicals, natural gas, retail, telecommunications, mass media, and textiles. Reliance is one of the most profitable companies in India, the largest publicly traded company in India by market capitalisation, and the largest company in India as measured by revenue. It is also the tenth largest employer in India with over 236,000 employees. RIL has a market capitalisation of US$243 billion as of March 31, 2022. The company is ranked 155th on the Fortune Global 500 list of the world's biggest corporations as of 2021. Reliance continues to be India's largest exporter, accounting for 8% of India's total merchandise exports and access to markets in over 100 countries. Reliance is responsible for almost 5% of the government of India's total revenues from customs and excise duty. It is also the highest income tax payer in the private sector in India. The company has negative free cash flows. II. Reliance Industries Limited - Subsidiaries & Major Associate Name of the Subsidiary 1 Affinity Names, Inc 2 Aurora Algae Inc 3 Aurora Algae Pty Ltd 4 Aurora Algae RGV LLC 5 Central Park Enterprises DMCC 6 Delta Corp East Africa Limited 7 Ethane Crystal LLC 8 Ethane Emerald LLC 9 Ethane Opal LLC 10 Ethane Pearl LLC, 11 Ethane Sapphire LLC 12 Ethane Topaz LLC 13 GAPCO Kenya Ltd 14 GAPCO Tanzania Limited
- 17. 17 15 GAPCO UgandaLtd 16 GAPOIL (Zanzibar) Ltd 17 Gulf Africa Petroleum Corporation 18 Indiawin Sports Private Limited 19 Kanhatech Solutions Limited 20 Resolute Land Consortium Projects Limited) 21 Recron (Malaysia) Sdn Bhd 2 22 Reliance Aerospace Technologies Limited 23 Reliance Ambit Trade Private Limited 24 Reliance Aromatics and Petrochemicals Limited 25 Reliance Brands Limited 26 Reliance Chemicals Limited 27 Reliance Clothing India Private Limited 28 Reliance Commercial Land & Infrastructure Limited 29 Reliance Comtrade Private Limited 30 Reliance Corporate IT Park Limited 31 Reliance do Brasil Industria e Comercio de Produtos Texteis, Qumicios, Petroqumicios e Derivados Ltda. 32 Reliance Eagleford Midstream LLC 33 Reliance Eagleford Upstream GP LLC 34 Reliance Eagleford Upstream Holding LP 35 Reliance Eagleford Upstream LLC 36 Reliance Eminent Trading & Commercial Private Limited 37 Reliance Energy and Project Development Limited 38 Reliance Energy Generation and Distribution Limited 39 Reliance Ethane Holding Pte Ltd.
- 18. 18 ABOUT RELIANCE JIONETWORK :- JIO network is a LTE mobile network operator in India. It is a wholly owned subsidiary of Reliance Industries headquartered in Mumbai which provides wireless 4G LTE service network (without 2G/3G based services) and is the only 100% VOLTE (Voice Over LTE) operator in the country. It covers all 22 telecom circles in India. Reliance JIO has appointed Shahrukh Khan as their brand Ambassador. The company commercially launched its services on 5 September 2016. Within the first month of commercial operations, JIO announced that it had acquired 16 million subscribers. This is the fastest ramp-up by any mobile network operator anywhere in the world. JIO crossed 50 million subscriber marks in 83 days since its launch, subsequently crossing 100 million subscribers on 22 February 2017. By October 2017 it had about 130 million subscribers. Reliance JIO is in process to set-up the 4G LTE infrastructure. RJIL is setting up reliance (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. Customers have been found more satisfied in Sagar district with the brand of Reliance JIO products but the satisfaction level of there is not unnecessary as they found quality product and services from the concerned company. However, strong competition existed in the industry as many indigenous and foreign players are competing efficiently and effectively. Customer satisfaction played an important role to grow and remain in the competition in the industry and have become a significance tool in brand extension. A satisfied customer is a good advertiser of any product or services and a major influencer among the customers of same segment. The project is all about measuring the customer satisfaction in Reliance JIO Products. For the past few years every company is trying to satisfy its customers. The emphasis is on ways of retaining customers, then on attracting new customers. It is easy to attract new customers then to retain old customers. So, companies are trying to focus on this aspect of customer's satisfaction.
- 19. 19 The sale ofa product does not end with the sale transaction but it is the point at which the original marketing concept starts. The marketer has to see that whether the customer satisfied with that particular product/service or not. The post purchase behaviour is important for a marketer. If there is any cognitive dissonance in the minds of the customers then that is enough to lose a customer. Keeping this in mind the companies are giving more importance to customer satisfaction. NON-MARKETING:- ABOUT RELIANCE JIO NETWORK JIO network is an LTE mobile network operator in India. It is a wholly owned subsidiary of Reliance Industries headquartered in Mumbai which provides wireless 4G LTE service network (without 2G/3G based services) and is the only 100% VOLTE (Voice Over LTE) operator in the country. It covers all 22 telecom circles in India. Reliance JIO has appointed Shahrukh Khan as their brand Ambassador. The company commercially launched its services on 5 September 2016. Within the first month of commercial operations, JIO announced that it had acquired 16 million subscribers. This is the fastest ramp-up by any mobile network operator anywhere in the world. JIO crossed 50 million subscriber marks in 83 days since its launch, subsequently crossing 100 million subscribers on 22 February 2017. By October 2017 it had about 130 million subscribers. Reliance JIO is in process to set-up the 4G LTE infrastructure. RJIL is setting up reliance (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. After the globalization of the Indian economy in 1991 the telecommunication sector remained one of the most happening sectors in India. The recent years witnessed rapid and dramatic changes in the field of telecommunications. In the last few years more companies both foreign and domestic, come into cellular service, service market offers large number of services to 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 customers‟ convenience rather than his own. Therefore, a marketer must know more about the consumers, so that the products can be produced in such a fashion
- 20. 20 to give satisfactionto the consumers. In the year of 1989, the number of cell phone users in India was zero. In the year of 1999 the number of cell phone users went up to 13 lacs. In the year of 2000 the number of cell phone users raised to a million. Indian telecom sector added 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 2015, and the total number of telephone users (mobile and landline) has reached 1009.46 million as of May 2015. Now currently telephone subscriber (mobile and landline) is 1058.01bmillion (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 is updating our 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 our new concept store across all markets have shown significant increase in both sales and customer satisfaction. The new concept will be rolled out globally in the next coming years. JIO is also known as RELIANCE JIO and officially as Reliance JIOInfocomm Limited (RJIL), is an upcoming provider of mobile telephony, broadband services, and digital services in India. 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 (BSL), JIO will provide 4G services on pan India level using LTE technology. The telecom leg of RIL was incorporated in 2007 and is based in Mumbai and headquartered in Navi Mumbai. RJIL‟s subsidiary has been awarded with a Facility Based Operator License (“FBO” LICENSE) in Singapore which will allow it to buy, undersea and/or terrestrial fibre connectivity, setup its internet point of presence, offer internet transit and peering service as well as data as wire roaming service in Singapore. R-JIO is also in the process of installing hundreds of monopoles, unlike the regular roof top mounted telecom towers typically used by telos, said 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. The company, which plans to be rolled out commercial telecom service operations from January, is currently in the testing phase for most of its offerings including 4G services, a host of mobile phone applications and delivery of television content over its fibre optic network.
- 21. 21 R-JIO, meanwhile facesits share of challenges in terms of return on investment and capturing market share. The company, according industry analysis, is expected to spend $8-9 billion for the 4G roll-out. The company will battle for subscribers with leading tele companies such as BhartiAirtel Ltd., Vodafone India Pvt Ltd., and Idea Cellular Ltd. The dominant players in the tele communication market are Bharti Airtel with 23% market share, Vodafone India with 18% market share, Idea Cellular with 15% market share, Reliance Communications with 12% market share, BSNL with 10% market share, Aircel with 8% market share, TATA Infocomm with 7% market share and others with 7% market share. The services of R-JIO were beta launched to JIO‟s partners and employees on 27 December 2015 one the eve of 83rd birth anniversary of late DhirubhaiAmbani, founder of Reliance Industries. Mr. Akash Ambani is being launched in business as a chief of strategy in Reliance JIO, involved in branding and marketing. And the key people are Sanjay Mashruwalla (Managing Director), Jyotindra Tacker (Head of IT) 1.2 History of reliance JIO The company was co-founded by Dhirubhai Ambani and Champaklal Damani in 1960's as Reliance Commercial Corporation. In 1965, the partnership ended and Dhirubhai continued the polyester business of the firm. In 1966, Reliance Textiles Engineers Pvt. Ltd. was incorporated in Maharashtra. It established a synthetic fabrics mill in the same year at Naroda in Gujarat. On 8 May 1973, it became Reliance Industries Limited. In 1975, the company expanded its business into textiles, with "Vimal" becoming its major brand in later years. The company held its Initial public offering (IPO) in 1977. The issue was over-subscribed by seven times. In 1979, a textiles company Sidhpur Mills was amalgamated with the company. In 1980, the company expanded its polyester yarn business by setting up a Polyester Filament Yarn Plant in Patalganga, Raigad, Maharashtra with financial and technical collaboration with E. I. du Pont de Nemours & Co., U.S. 1981–2000 In 1985, the name of the company was changed from Reliance Textiles Industries Ltd. to Reliance Industries Ltd. During the years 1985 to 1992, the company expanded its installed capacity for producing polyester yaesrn by over 1,45,000 tonnes per annum
- 22. 22 The Hazira petrochemicalplant was commissioned in 1991–92. In 1993, Reliance turned to the overseas capital markets for funds through a global depository issue of Reliance Petroleum. In 1996, it became the first private sector company in India to be rated by international credit rating agencies. S&P rated Reliance "BB+, stable outlook, constrained by the sovereign ceiling". Moody's rated "Baa3, Investment grade, constrained by the sovereign ceiling". In 1995/96, the company entered the telecom industry through a joint venture with NYNEX, USA and promoted Reliance Telecom Private Limited in India. In 1998/99, RIL introduced packaged LPG in 15 kg cylinders under the brand name Reliance Gas. The years 1998–2000 saw the construction of the integrated petrochemical complex at Jamnagar in Gujarat, the largest refinery in the world. 2001 onwards In 2001, Reliance Industries Ltd. and Reliance Petroleum Ltd. became India's two largest companies in terms of all major financial parameters. In 2001–02, Reliance Petroleum was merged with Reliance Industries. In 2002, Reliance announced India's biggest gas discovery (at the Krishna Godavari basin) in nearly three decades and one of the largest gas discoveries in the world during 2002. The in-place volume of natural gas was in excess of 7 trillion cubic feet, equivalent to about 120 crore (1.2 billion) barrels of crude oil. This was the first ever discovery by an Indian private sector company. In 2002–03, RIL purchased a majority stake in Indian Petrochemicals Corporation Ltd. (IPCL), India's second largest petrochemicals company, from the government of India,[21] RIL took over IPCL's Vadodara Plants and renamed it as Vadodara Manufacturing Division (VMD). IPCL's Nagothane and Dahej manufacturing complexes came under RIL when IPCL was merged with RIL in 2008. In 2005 and 2006, the company reorganised its business by demerging its investments in power generation and distribution, financial services and telecommunication services into four separate entities In 2006, Reliance entered the organised retail market in India. with the launch of its retail store format under the brand name of 'Reliance Fresh'. By the end of 2008, Reliance retail had close to 600 stores across 57 cities in India. In November 2009, Reliance Industries issued 1:1 bonus shares to its shareholders.
- 23. 23 In 2010, Relianceentered the broadband services market with acquisition of Infotel Broadband Services Limited, which was the only successful bidder for pan-India fourth-generation (4G) spectrum auction held by the government of India. In the same year, Reliance and BP announced a partnership in the oil and gas business. BP took a 30 per cent stake in 23 oil and gas production sharing contracts that Reliance operates in India, including the KG-D6 block for $7.2 billion.Reliance also formed a 50:50 joint venture with BP for sourcing and marketing of gas in India. In 2017, RIL set up a joint venture with Russian Company Sibur for setting up a Butyl rubber plant in Jamnagar, Gujarat, to be operational by 2018. In August 2019, Reliance added Fynd primarily for its consumer businesses and mobile phone services in the e-commerce space. On the 18th August 2021, Reliance Industries Limited (RIL) stated that it had shut down its manufacturing units at Nagothane town in Maharashtra. 1.3 Establishment of reliance JIO JIO was established on 15th February, 2007. After, Reliance became popular and launched JIO as the fastest network service provider. JIO reached in every corner of India. The company motive is to provide digital platform to the world. JIO launched many services include entertainment services, social benefits, internet services, broadband, etc. in 2016, the company launched JIO apps, like JIO browser, JIO meet, JIO tv, JIO security, JIO Saavan, JIO cinema, JIO cloud, JIO news, JIO health, etc. JIO has signed on more than 340 million customers by offering free domestic calls and data service. 1.4 Reliance Industries Ltd. Company Management Team :- Board Of Directors :- Name Designation Mr.Mukesh D Ambani Chairman & Managing Director
- 24. 24 Mr.Nikhil R MeswaniExecutive Director Mr.Hital R Meswani Executive Director Mr.P M S Prasad Executive Director Mr.Pawan Kumar Kapil Executive Director Dr.Shumeet Banerji Non-Executive Director Mr.Yogendra P Trivedi Non-Executive Director Mr.K V Chowdary Non-Executive Director Mrs.Nita M Ambani Non-Executive Director Mr.Adil Zainulbhai Non-Executive Director Dr.Raghunath A Mashelkar Non-Executive Director Mr.Raminder Singh Gujral Non-Executive Director Prof.Dipak C Jain Non-Executive Director Mrs.Arundhati Bhattacharya Non-Executive Director Key Executives Name Designation Mr.Alok Agarwal Chief Financial Officer Mr.K Sethuraman Group Co. Secretary & Chief Compliance Officer Mr.Srikanth Venkatachari Jt. Chief Financial Officer Ms.Savithri
- 25. 25 1.5 Reliance JIOProducts and Services include :- RELIANCE JIO 4G BROADBAND: -The company has launched its 4g broadband services throughout the India in first quarter of 2016 financial year. It was stated to release in December 2015 after some reports said that the company was waiting to receive final permits from the government. Mukesh Ambani, owner of Reliance Industries Limited (RIL) whose Reliance JIO is the telecom subsidiary, has unveiled details of JIO‟s fourth-generation (4G) services on 12 June 2015 at RIL‟s 41st annual general meeting. It will offer data and voice services with peripheral services like instant messaging, live TV, movies on demand, news streaming music and digital payment platform. The company has a network of 250,000 km of fiber optic cables in the country, over which it will be collaborating with local cable operators to get broader connectivity for its broadband services. With its multi-service operator (MSO) license, JIO will serve as a TV channel distributor and will offer television-on-demand on its network. PAN-INDIA SPECTRUM: -JIO owns spectrum in 800 MHz band in 10 and circles of the total 22 circles in the country, and owns Pan-India licensed 2,300 MHz spectrum. The spectrum is valid till 2035. Ahead of its digital services launch, MukeshAmbani-led Reliance JIO entered a spectrum sharing deal with younger brother Anil Ambani-backed RELIANCE COMMUNICATION. The sharing is for 800 MHz band across seven circles other than the 10 circles for which JIO already owns. 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, Bhubaneshwar in Odisha, Mussoorie in Uttarakhand, Collectorate’s office in Meerut, and at MG road in Vijayawada among others title. Reliance JIO rolls out wi-fi services at IP sigra mall in Varanasi among others. In March 2016, JIO started providing free Wi-Fi internet to spectators at six cricket stadiums hosting the 2016 ICC WORLD CUP TWENTY20 matches. JIOnet was made available in Wankhede Stadium (Mumbai), Punjab Cricket Associations IS Bandra stadium (Mohali), Himachal Pradesh Cricket Association Stadium (Dharamshala), Chinnaswamy Stadium (Bengaluru), Feroz Shah Kotla (Delhi) and Eden Garden (Kolkata) in India. JIO Apps In May 2016,JIO launched a bundle of multimedia apps on Google Play, as a part of its upcoming 4G services. While the apps are available to download for everyone, a user will require a JIOsim card to use them. Additionally, most the apps are in beta phase. Following is the list of the
- 26. 26 apps: - MyJIO-Manage JIO account and digital services associated with it JIOPlay- A live TV channel service JIOOnDemand- An online HD video library JIOChat messenger- An instant messaging app JIOBeats- A music player. JIOJoin- A VoLTE phone simulator JIOMags- E-reader for magazines JIOXpressNews- A news and magazine aggregator JIOSecurity- A security app JIODrive- Cloud-Based backup too JIOMoney wallet- An online payment/wallet app LYF
- 27. 27 LYF also knownas Reliance LYF, is an Indian mobile handset company headquartered in Mumbai, Maharashtra, India. It manufactures 4G-enabled Volte smartphones It is a subsidiary of Reliance Retail, the consumer electronics arm of Reliance Industries LimitedIt is operated along with the parent company‟s flagship venture, JIO. According to Counterpoint Research, in May 2016, LYF became the fifth largest smartphone player and second largest LTE phone supplier in India. In May 2016, international market tracker Counterpoint Research reported that LYF had become the fifth largest smartphone producer in the Indian market, capturing 7% share in the January-March
- 28. 28 quarter of thefinancial year 2015-16. It was the second largest LTE phone supplier after Samsung, surpassing Micromax and Lenovo during the quarter. "In first quarter of its inception, Lyf instantly climbed to become one of the top five smartphone brands in India in terms of shipment volumes," TarunPathak, senior analyst at Counterpoint said in the report. Reliance Digital had shipped around 1.7 million LYF branded smartphones in the first quarter of 2016. Products An image of LYF WATER 2 phone with IPS display. In October 2015, LYF tied up with domestic handset maker Intex to supply 4G handsets enabled with voice over LTE (Volte) feature. In January 2016, it launched its first set of smartphones - LYF Earth 1, LYF Water 1, and LYF Water 2. Production LYF smartphones are manufactured by Chinese handset maker ZTE Corporation, CK Telecom Limited, Intex. The company plans to source more phones from the maker before the launch of its JIO 4G services later in 2016. Distribution LYF phones are directly sold through its retail outlets.[19] In February 2016, LYF tied up with app- based delivery service Gofers and online retailer Amazon to deliver its phones to users Products An image of LYF WATER 2 phone with IPS display. In October 2015, LYF tied up with domestic handset maker Intex to supply 4G handsets enabled with voice over LTE (Volte) feature. In January 2016, it launched its first set of smartphones - LYF Earth 1, LYF Water 1, and LYF Water 2.
- 29. 29 Production LYF smartphones aremanufactured by Chinese handset maker ZTE Corporation, CK Telecom Limited, Intex. The company plans to source more phones from the maker before the launch of its JIO 4G services later in 2016. Distribution LYF phones are directly sold through its retail outlets.[19] In February 2016, LYF tied up with app- based delivery service Gofers and online retailer Amazon to deliver its phones to users 1.3 Reliance Communications
- 30. 30 Reliance Communications Ltd.(RCom) is an Indian telecommunications company headquartered in Navi Mumbai, India. It provides GSM (Voice, 2G, 3G, 4G) mobile services, fixed line broadband and voice services, DTH depending upon the areas of operation. Reliance Communications is the sixth largest telecom operator in India with 85.4 million subscribers as of May 2017.[4] RCOM is a subsidiary of Reliance Anil DhirubhaiAmbani Group. History Reliance Communications Ltd. was established in 2002. The same year, it launched CDMA services nationwide. In 2008, Reliance Communications launched GSM services. In the 2010 spectrum auction, Telecom circle 2G 3G 4G
- 31. 31 Telecom circle 2G3G 4G Andhra Pradesh&Telangana Assam Bihar&Jharkhand Delhi Gujarat Haryana Himachal Pradesh Jammu and Kashmir Karnataka Kerala Kolkata Madhya JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance
- 32. 32 JIO) Ultraband RCom launched itsUltraband service offering internet speeds of up to 1 Gbit/s in select locations in Mumbai and Navi Mumbai in April 2016. Subsidiaries Reliance Telecom Limited (RTL) operates in Madhya Pradesh, West Bengal, Himachal Pradesh, Odisha, Bihar, Assam and the northeast of India. It first offered GSM services in January 1997. Reliance Tech Services is the IT services wing of Reliance ADAG. It provides IT consultancy, business process outsourcing and software development for Reliance Communications and other ADA group companies. Reliance Globalcom owns the Fiber-Optic Link Around the Globe undersea cable system and RIDC provides Internet data center (IDC) services located in Mumbai, Bangalore, Mumbai North-East Odisha Punjab Rajasthan Tamil Nadu Uttar Pradesh (East) (under 3G ICR with Aircel) (under 3G ICR with Aircel) JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO) (under 4G partner with Reliance JIO)
- 33. 33 Hyderabad and Chennai.Reliance Communications also acquired FLAG Telecom, Yipesethernet service, Digicable and Vanco. Reliance Digital TV Ltd Reliance Digital TV Ltd is a direct to home (DTH) television operator offering services under the brand name Reliance Digital TV.
- 34. 34 1.6 Special offerregarding reliance JIO reliance Industries may need to subsidise consumers to the extent of Rs 15,000 crore in the next 2-3 years if it targets selling around 75 million units of its upcoming budget 4G smartphone, developed with Google, amid rising component and shipping costs and supply challenges, analysts said. The calculation is based on the estimated subsidy element per unit of the new JIOPhone Next at Rs 2,000, equivalent to 50% of the likely Rs 4,000 target cost of the low-priced 4G device. Currently, the cheapest 4G smartphone is priced at around Rs 3,800, while those from popular brands start from around Rs 6,000, market players said. Analysts added that attracting the bulk of the 300 million-odd feature phone users to JIOPhone Next won’t be a cakewalk either for the telecom market leader, as pricing is not the only challenge to smartphone adoption in India, given that value hunters prefer feature phones due to their ruggedness, long lasting battery and less complex user-interface . “Industry sources suggest JIO is targeting a Rs 4k price-point for JIO Phone Next, but higher shipping costs from China and rising component prices, as in micro-processor/display (rates), could make this challenging and potentially raise the subsidy element…the overall subsidy could be Rs 15,000 crore, assuming 75 million such smartphones are sold over the next 2-3 years at Rs 2k subsidy apiece,” IIFL Securities said in a note. Brokerage UBS added that even if Google and JIO develop a lighter OS .. JIO did not respond to ET's request seeking comment. Shares of Reliance Industries closed 2.3% lower at Rs 2104.30 on the BSE Friday, while Airtel shares ended 1.2% higher at Rs 535 and the Vodafone Idea stock jumped 10.7% to end Rs 10.59. On Thursday, RIL chairman Mukesh Ambani said the JIO- Google 4G smartphone, to be launched on September 10, would make India “2G-mukt,” but did not disclose its likely pricing. JIO is looking to achieve a 500-million user base, up from its around 425 million no .. by targeting a bulk of the 300 million 2G featurephone user base currently with Vodafone Idea and Bharti Airtel in 12-18 months. In a report, Goldman Sachs said that JIO could add 75 million new users between FY21 and FY25 if “JIOPhone Next is launched at price-points closer to 2G feature phones($15-20).” And a price point of $15-20 would only be possible if JIO offers a subsidy, analysts said. Jefferies expects JIOPhone Next to appeal more to existing JIOPhone users coming out of their three-year
- 35. 35 .JIOPhone contracts –rather than attract Vodafone Idea and Airtel’s 2G users - and added that such a migration would boost JIO’s average revenue per user (ARPU), going forward. It ended the January- March quarter with an ARPU of Rs 138.2, compared with Airtel’s Rs 145. 1.7 Major competitors of reliance JIO:- Reliance JIO powers ahead of its competitors as India’s broadband connections go past 800 million Below are the top 11 competitors of Reliance JIO: 1.Airtel 2.Idea 3.Vodafone 4.Tata Docomo 5.Reliance Communications 6.MTNL 7.BSNL 8.Uninor 9.Tata Indicom 10.Virgin Mobile 11.Aircel 1.Airtel Airtel has recently launched a new plan to compete with Reliance JIO’s Rs. 399 plan. The new Rs. 399 plan from Airtel offers 84GB high-speed 4G data, with 1GB data per day. It also offers unlimited local and STD calls, but this comes with a FUP of its own. Airtel’s terms and
- 36. 36 conditions say thatfree voice calls are limited to 1000 minutes per week. Beyond that limit, Airtel-to- Airtel calls will cost Rs. 0.10 per minute, while calls to other networks will cost Rs. 0.30 per minute. The plan does not offer any free SMS, unlike Reliance JIO. Airtel also has a cheaper Rs. 244 plan that offers 1GB data per day for 70 days, but free voice calls are limited only to the Airtel network. There are no free SMSs in this plan as well. 2.Vodafone Coming to Vodafone, the company has some different plans for different circles. The operator recently announced a new Campus Survival Kit offer that gives 1GB data per day for 84 days. Unlimited voice calls and free roaming are also included in this offer. However, it comes with a big rider – this offer is restricted only to Delhi/NCR at the moment for students. Additionally, it is also applicable only for new connections. Initially, this plan will cost Rs. 445. Subsequent recharges will cost Rs. 352 and offer the same benefits. Vodafone has revealed that this offer will be rolled out to other circles as well, but it will remain restricted to students for some reason. Vodafone also has a Rs. 244 plan, but this is applicable as a First Recharge Coupon only. It gives 1GB data per day for 70 days and unlimited calls. Subsequent recharges will offer similar benefits but come with only 35 days validity. 3.Idea Idea also has some plans to compete with other operators. Currently, the company is offering a bunch of offers with 1GB data per day benefits, alongside free voice calls. Idea has launched a Rs. 396 plan with 1GB data per day and unlimited voice call, but for this, you’d require to be a user in the Himachal Pradesh circle and have a 4G-enabled smartphone. On its website, the company has listed a number of plans with 1GB data per day benefits. There is a Rs. 349 plan that comes with 28 days validity, but offers no free SMSs. There is a Rs. 357 plan with similar benefits and validity, in addition to 10 free SMSs. For more details about Idea’s offers, you may have to download the My Idea app for offers tailored for your number and telecom circle.
- 37. 37 4.BSNL BSNL too isoffering several plans with high-speed data benefits. The state-run telco is offering STV 395 plan with 2GB data per day, 3000 minutes of BSNL-to-BSNL calls and 1800 minutes to other networks. It comes with a validity of 56 days. The operator also has STV 333 that offers 2GB data per day for 56 days. There’s another plan that offers 4GB data per day for 90 days. It costs Rs. 444 and is available in all telecom circles except Kerala. Lastly, for users who want even more data, there’s a Rs. 548 plan that offers 5GB data per day for 90 days. Prices may slightly vary in different circles. • Aircel users to get 84GB of data with the new Rs 348 plan Conclusion Reliance JIO has the simplest offering compared to all operators. Thanks to its pan-India 4G license and transparent offerings, all Reliance JIO users can subscribe to any plan listed on the company’s website without worrying about their telecom circle. Additionally, it is the only operator that offers truly unlimited voice calls and SMS (with a TRAI-mandated 100 SMS/day limit). Airtel comes in second, thanks to its newly launched offers. There’s a lot of room for improvement in Vodafone, Idea and BSNL’s offerings. The complexity and price variations from circle to circle can be very confusing.
- 38. 38 1.8 SWOT ANALYSISOF RELIANCE JIO Reliance JIO's SWOT analysis separates all of its primary strengths, weaknesses, opportunities, and threats, allowing it to climb up to new heights. Read this article to gain a better grasp of Reliance JIO's position. The SWOT analysis of Reliance JIO identifies the company's strengths that distinguish it from its competitors like Airtel, Vodafone, Idea, and its weaknesses, which prevent the brand from doing successfully. This analysis provides a company with an overview of where it should focus its efforts to improve. It also includes a list of changes to grow JIO’s market share and brand value. It also sheds light on a potential threat to the brand's reputation. Strengths • Strong Lead Generation Process - Reliance JIO has arguably the best lead generation approach to date. All users were given free access to the brand's services for a period of 3-6 months. Reliance JIO now has millions of users, making it one of the most successful customer acquisition strategies in telecom history. • Excellent customer network - JIO has a remarkable 100 million subscribers after only 170 days in business, a record that no other carrier has been able to match. Reliance JIO is now India's largest Internet Service Provider due to this. • Technology - JIO now uses the most up-to-date 4G LTE technology, one of the best technologies for the future in the world. It is made possible via Voice over LTE, making it scalable and compatible with 5G and 6G technologies, predicted to be the future wireless communication technologies. • Faster and Reliable Network - Reliance JIO has a presence in each of India's 22 telecom circles and is known for having a reliable and fast network with minimal connectivity issues. • Numerous Offers - Reliance JIO prepaid plans offer many services under one umbrella, including movies, games, shopping, chats, and messenger, among others, giving customers a wide range of possibilities.
- 39. 39 Weakness • A latearrival into the industry - Reliance JIO entered the market late when established firms such as Airtel and Vodafone had already established themselves in customers’ minds. • Trouble in activating the SIM - Due to its inability to contain the massive amounts of subscribers it had gained, Reliance JIO experienced several gestation issues. Delays in SIM Card activation during its launch were one example. • Weak internet connection - Reliance JIO's data connection is often poor, and the range is limited, resulting in slower loading speeds in some areas. Opportunities • Future Technological Advancements - Reliance JIO operates on future-oriented technology, a VoLTE 4G network that can scale to support 5G and 6G technologies, which opens up many possibilities for JIO or future bandwidth increase. • Apps and Services - Reliance JIO offers VoLTE, which offers a lot of bandwidth. As a result, they can provide customers with apps that are either free or chargeable at first, with a pay-per- use model later. • Expansion in other countries - Reliance JIO can expand their services to foreign markets and India's neighbouring countries if they have sufficient financial backing. • Cost Plan - Reliance JIO can penetrate the Indian rural market more with its low pricing strategy, as their competition cannot afford to charge such low prices as JIO. Threats • Poor ethical conduct - To penetrate the market, Reliance JIO utilized a low-cost strategy and even offered free services to users, resulting in a poor ethical code that could harm the company in the future. • Risk of Losing Customers - When free services are removed, sales will immediately decrease, and the risk of losing customers will increase. • Customer Loyalty - The market's established companies have strong customer loyalty and a strong presence. As a result, it will be difficult for JIO to retain its customer base once the prices of its services are raised.
- 40. 40 Chapter2 conceptual framework 2.2Customer satisfaction Customer satisfaction is the measure of how the needs and responses are collaborated and delivered to excel customer expectation. It can only be attained if the customer has an overall good relationship with the supplier. In today’s competitive business marketplace, customer satisfaction is an important performance exponent and basic differentiator of business strategies. Hence, the more is customer satisfaction; more is the business and the bonding with customer. Definition Philip Kotler defines customer satisfaction as a “person’s feeling of pleasure or disappointment, which resulted from comparing a product’s perceived performance or outcome against his/her expectations”. Although Kotler uses abstract terms like pleasure and disappointment, the definition is by no means ambiguous. Customer satisfaction = f (perceived performance, buyer’s expectations) Here, customer satisfaction is a function of perceived performance and expectations. Perceived performance is the consumer’s belief about the product or service experience. Major influence factor of customer satisfaction:- • Performance of the product in the recent past • Word of mouth, recommendations or testimonials • Reviews • What competitors say about the product or service • What its own marketers promise
- 41. 41 According to thisdefinition, the satisfaction goals are established by the customers themselves before they set out to make a purchase. This is also why they start looking for more information at this point — reviews, comparisons, alternatives, etc. Your website, content marketing efforts, and presence on other review sites make a difference at this point. So do customer stories and testimonials. Once the customer selects the product or service, they’ll start evaluating the actual experience against the expected one. This is where a trial period and a well thought out onboarding process make a difference for high ticket products and especially for low ticket products with low stickiness. Why customer satisfaction • Customer is the boss of the market. • Customer dictates market trends and direction. • The organization is dependent on the customer and not the other way round. • Customer satisfaction means loyalty towards the organization. • The satisfied customers will help in bringing the new customers by the “word of mouth”. Importance of customer satisfaction Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer’s expectation. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. Factors affecting customer satisfaction: - • Price • Quality • Service • Brand name • Reputation
- 42. 42 • Features. Customer satisfactionprocess: - Step 1: Understanding customer expectations Step 2: Promises to customers Step 3: Execution Step 4: Ongoing dialog with a customer Step 5: Customer satisfaction surveys Customer satisfaction theory 2.2.1: introduction of 4Cs： ❖ consumer ❖ cost ❖ convenience ❖ communication
- 43. 43 Chapter2.2 CONSUMER PREFERENCES Theunderlying foundation of demand, therefore, is a model of how consumers behave. The individual consumer has a set of preferences and values whose determination are outside the realm of economics. They are no doubt dependent upon culture, education, and individual tastes, among a plethora of other factors. The measure of these values in this model for a particular good is in terms of the real opportunity cost to the consumer who purchases and consumes the good. If an individual purchases a particular good, then the opportunity cost of that purchase is the forgone goods the consumer could have bought instead. THE THEORY OF THE CONSUMER Consumer make decisions by allocating their scarce income across all possible goods in order to obtain the greatest satisfaction. Formally, we say that consumers maximize their utility subject to budget constraint. Utility is defined as the satisfaction that a consumer derives from the consumption of a good. As noted above, utility’s determinants are decided by a host of noneconomic factors. Consumer value is measured in terms of the relative utilities between goods. These reflect the consumer’s preferences. Factor which influence customer preference 1. Psychological Factors I. Income II. Age III. Occupation IV. lifestyle 2. Social Factors 3. Economic Factors 4. Personal Factors
- 44. 44 Chapter 2-Research methodology Definition:Research is defined as careful consideration of study regarding a particular concern or problem using scientific methods. According to the American sociologist Earl Robert Babbie, “research is a systematic inquiry to describe, explain, predict, and control the observed phenomenon. It involves inductive and deductive methods.” Inductive research methods analyse an observed event, while deductive methods verify the observed event. Inductive approaches are associated with qualitative research, and deductive methods are more commonly associated with quantitative analysis. 2.1Type of research methodology:- Research methods are broadly classified as Qualitative and Quantitative. Both methods have distinctive properties and data collection methods. Qualitative methods Qualitative research is a method that collects data using conversational methods, usually open-ended questions. The responses collected are essentially non-numerical. This method helps a researcher understand what participants think and why they think in a particular way. Types of qualitative methods include: 1. One-to-one Interview 2. Focus Groups 3. Ethnographic studies
- 45. 45 4. Text Analysis 5.Case Study Quantitative methods Quantitative methods deal with numbers and measurable forms. It uses a systematic way of investigating events or data. It answers questions to justify relationships with measurable variables to either explain, predict, or control a phenomenon. Types of quantitative methods include: 1. Survey research 2. Descriptive research 3. Correlational research Remember, research is only valuable and useful when it is valid, accurate, and reliable. Incorrect results can lead to customer churn and a decrease in sales. It is essential to ensure that your data is: •Valid – founded, logical, rigorous, and impartial. •Accurate – free of errors and including required details. •Reliable – other people who investigate in the same way can produce similar results. •Timely – current and collected within an appropriate time frame. •Complete – includes all the data you need to support your business decisions. 2.2 Research design :- The study is empirical in nature, adopting survey technique for data collection and statistical tools and techniques for data analysis and interpretation. The study is based on the responses of customers of Reliance JIO. Respondents of the study represent the States of Sagar. Research methodology is purely and simply basic frame work for a study that guiders the collection of data and analysis of the data. In customer surveys adopted this description research design in collection and analyzing of the data.
- 46. 46 2.3-OBJECTIVES This study wasconducted keeping the following objectives in mind. 1. To analyze quality and services of reliance JIO products. 2. To analysis awareness of reliance JIO products. 3. To find out the price of reliance JIO product with other competitors. 4. To analysis convenience among customer for reliance JIO products. 5. To find out the effectiveness customer relation management. 6. To study Brand value of reliance JIO products. 2.4 Need of study Marketing starts with identifying the needs of customers and ends in satisfying those wants. The goal of marketing is to attract new customers by promising superior value and to keep current customers by delivering satisfaction based on their preferences retaining them. Without customer, no market exists. As the customers are regarded as the superiors in today's market, the level of satisfaction and their preferences should be keenly studied. Getting a new customer is difficult, then retaining a current customer is a more difficult one and not only that it is estimated that the cost of attracting a new customer is five times the cost of retaining current customer. It requires a great deal of effort to induce satisfied customer to switch away from their current preference. Thus, customer satisfaction. is been given top priority in today's competitive world. Therefore, keeping the above stated objective in mind, this study was conducted to ascertain the customer's satisfaction of reliance JIO products . In view of this, a detailed study of customer
- 47. 47 preferences, levels ofsatisfaction and their complaints and suggestions was undertaken. 2.5 SCOPE OF THE STUDY This study helps the organizations to increase their service and product quality and in turn increase the market share, top and bottom line of the company. The Sample Size is Limited. So as to give the accurate information regarding Customer Satisfaction. The scope is very limited, because attitude & expectations of the people change according to the time & situation. The study is restricted to Sagar and that to among 30 respondents. The study is conducted only for 15 days. Consistency was lacking with regard to the information given by few customers. The study is restricted to the certain area, so it could not give whole picture about India.
- 48. 48 2.6 Data collectionmethod Introduction Data collection took place with the help of filling of questionnaire. The questionnaire method has come to the more widely used and economical means of data collection. The common factor in all varieties of the questionnaire method is the reliance on verbal responses to the questions, written to oral. I found it essential to make sure that the questionnaire was easy to read and understandable to all the spectrums of people in the sample. It was also important as researcher to respect the sample time and energy hence the questionnaire was designed in such a way that its administration would not exceed 4 minutes. The questionnaires were in my knowledge. The data was collected by interacting with 30 respondents who filled the questionnaire and provided me with the necessary information. Basically, there are two types of data collection methods which we implemented in our project work: 1.Primary Data New data gathered to help solve the problem at ---. As compared to secondary data which is previously gathered data. An example is information gathered by questionnaires. Qualitative or quantitative data that are newly collected in the course of research consist of original information that comes from people and includes information gathered for surveys, focus groups, independent observations and test results. Data collected by the researcher in the act of conducting research. This contrasted to secondary data, which entails the use of data gathered by someone other than the researcher information that is obtained directly from first hand sources by means of surveys, observations and experiments. For the purpose of this project work primary data is collected by getting Questionnaires filled by the respondents.
- 49. 49 2.Secondary Data Information thatalready exists somewhere, having been collected for another purpose, Sources includes Census reports, Trade publications and Subscription services. There are two types of secondary data: Internal and External. Information compiled outside the organization for some purpose other than the current investigation researching information which has already been published. Market information compiled for purposes other than the current research effort; it can be internal data, such as existing sales- tracking information records or it can be research conducted by someone else. Such as Market Research Company or Govt. For the purpose of this project work secondary Data is collected by broachers and Websites. Collecting the primary data. The primary data have been collected from 52 respondents through a well-developed questionnaire, and it may be possible to obtain additional data during the study period. Sample size The total sample respondent was random basis. The sample size was 200 people through the questionnaire method. Area of Study This study is based on the data collected from customers’ satisfaction in Tirupati City. 2.7 SAMPLING :- The item so selected constitute what is technically called sample, their selection process or technique
- 50. 50 is called sampledesign and the survey conducted based on sample is described as sample survey. Sample 36 should be truly representative of population characteristics without any bias so that it may result in valid and reliable conclusions. The method of sampling was: - I. Convenient Sampling: - In this method, as per convenience, the research is carried out by picking up the cases that fall to hand, continuing the process till such time as the sample acquires a desired size. It is used to obtain data quickly and easily. It may include informal pool of friends and neighbors, employees at workplace etc. This sampling technique is often used for exploratory research or presenting of questionnaire. II. Cluster Sampling: -In cluster sampling, the research is being carried out by first sampling out from population, certain large group, that is a „cluster‟. A cluster is a set of heterogeneous subjects representing population. These clusters maybe cityward, households, or even geographical or social units. The sampling of clusters from the population is done by simple or stratified random sampling methods. It is cheap to execute and population of survey is dispersed.
- 51. 51 2.8 Research tools:- The data collected have been organized and presented in the form of table, figure and diagrams and analyzed by using the following appropriate statistical tools: • mode • medium • Mean Simple percentage method :-The data is analyzed and interpreted with the help of mathematical methods. Simple percentage method is used in analyzing’ the data. Simple percentage = No. of respondents /total no. of respondents *100 2.9-Limitations of study 1. People did not cooperate for survey work easily and chances of biased information by respondents are there. 2. Research work was limited to only 32 respondents whereas in reality the sample universe is too big hence statistical data might change if we further increase the sample size. 3. Chances of conditions like the respondents may not have used their wisdom in answering questions.
- 52. 52 4. People thinkthat filling of questionnaire is wastage of time. 5. The accuracy of data is doubtful as many of respondents were ignorant and hesitant towards their response. 2.10 software :- In this study google form used for survey and MS word is used for marking this project
- 53. 53 Chapter-3 DATA ANALYSIS &INTERPRETATION 3.1. Introduction: Analysis of data is a process or inspecting. Cleaning, transforming and modeling data with the goal of discovering useful information, suggesting conclusions, and supporting decision-making. Data interpretation is the study of observations for responding to a query. The common tools used for data interpretation are electronic spreadsheets which are capable of sorting, graphing and searching data. In this chapter we are discussing the data that has been collected its analysis and interpretation 2 TYPES AND SOURCE OF DATA: - • Data will be collected from both the sources primary source as well as secondary sources. • Secondary data the secondary data will be gathered from internet, newspaper, catalogues and broachers and magazines
- 54. 54 3.2Data analysis The dataof score of features and some of brand perception was fed in to the excel sheet. Separate Excel sheets were employed for analysis of each brand and also to keep it concise and unambiguous. For data analysis use many types of charts: Pie chart: This is very useful diagram to represent data, which are divided into a number of categories. This diagram consists of a circle of divided into a number of sectors, which are proportional to the values they represent. The total value is represented by the full create. The diagram bar chart can make comparison among the various components or between a part and a whole of data. • Bar chart. This is another way of representing data graphically. As the name implies, it consists of a number of whispered bars, which originate from a common base line and are equal widths. The lengths of the bards are proportional to the value they represent.
- 55. 55 Demographic profile The surveytargeted 32 customers, out of which main focus on the youth and age group of mainly 20-30 years in which these include students, professionals and others. it is evidenced from graph 37% of respondents belong to Male category and 63% of respondents belong to the female category. Therefore, majority of the respondents belong to the male category. Total customer = 32 Gender Male Female No of people 13 21
- 56. 56 Occupation: Total customer =32 Occupation Business Students Self employed others NO. of respondents 0 23 0 1 Analysis and Interpretation: In my survey I found that students were more preferred reliance JIO product as compared to officials retired person others as the data says their students, officials, retired, other type of people in which most of people in others. 96% of respondents belong to students category.4% of respondents are 0%, and 1% belong to others category. self-employed customer has 0%.
- 57. 57 AGE:- AGE 15-20 20-2525-30 30-35 No. of respondent 1 27 5 0 Analysis and Interpretation :- In study found that 84.4% of respondents are belong to 20-25 age that mean reliance JIO products popular among young generation . 12% respondents are belonge to 25-30 age category.
- 58. 58 1. Are youaware of Reliance JIO products ? Total customer =30 options Yes No No of respondents 32 0 Analysis and Interpretation: In the study I found that 100% of respondent are aware of reliance JIO products so we say that reliance JIO product awareness level is high. Source: Primary data
- 59. 59 2. Have youheard of the about brand name before ? Total customer =32 Options Yes No NO. of responds 7 16 Analysis and Interpretation: - In the study I found that mostly customer have good perception towards reliance JIO product. 96.9% of respondents are heard about reliance JIO products good perception about they are aware about . 4% of respondents are belong those who are not aware of reliance JIO products that mean most of people aware of reliance product because of good marketing strategy.
- 60. 60 4. What isawareness level of reliance JIO ? Total customers =32 Options Fully Aware Aware Little bit aware Not aware NO. of responds 5 16 8 1 Analysis and Interpretation: - In study found that 40% of respondents are fully aware of reliance JIO products . 53% of respondents are not fully aware but they have some aware regarding reliance JIO products. 7% people have little bit awareness regarding reliance products.
- 61. 61 5. How quickmanagement is responding against any complaints? Total customers =32 Option Just ignoring Not taking seriously Neutral Taking seriously Just Ignoring Just ignoring No. of respondent 1 8 15 4 4 Analysis and Interpretation: - In study found that 48% of respondent are getting neutral resonance that mean reliance JIO CRM not respond quickly . in survey found that 26% of respondent says that reliance JIO CRM not respond againt there complaint.
- 62. 62 5.since how longyou are using reliance JIO services? Options 1 month 2-3 month 3-4 month More than 1 year NO of respondent 3 3 2 25 Analysis and interpretation :- From the data surveyed and collected, 32 of the population states that Reliance JIO is pretty good in its services which comprises of 20 people. And 9% population states that they have been using Reliance JIO services for one month. Where,9.4% of population states that they have been using reliance JIO for 2-3 month.7% of population states that they have been using reliance JIO for 3-4 month. And 75% of population states that they have been using reliance JIO for more than a year. Since this data is confined to a limited number of people, the survey results are confined to them and to the survey of the entire country. This question was asked to know about the satisfaction of customers regarding how long they were using services of Reliance JIO. And since we all know that JIO provides many services to its customers majority of people were satisfied with its services and since connectivity has a major issue people sometimes find its services are average and could be updated to something better in terms of connectivity.
- 63. 63 6. Time Tookin Normal services of reliance JIO products ? Total customers =32 options Very delayed At Time Neutral Before Time No of respondent 5 15 13 1 Analysis and Interpretation: - In study is found that 40% of respondents are demand to improve in design. 26.7% of respondents are demand to improve service within time and 20% of respondent are demand to less labor charge. 13.3% of respondents are demand to improve response time of customer service.
- 64. 64 7.Do you thinkreliance JIO is worth their price ? Total customers =32 Options Strongly disagree Disagree Neutral Agree Strongly agree NO of respondent 2 6 5 18 3 Analysis and Interpretation: - In study found that 54% of respondent are agree reliance JIO worth there price that mean reliance JIO provide affordable product at reasonable cost.9% of respondent are strongly agree that reliance JIO worth their price. Rest respondent have neutral and disagree with reliance JIO is worth their price. Hence majority of people satisfy with price of JIO product.
- 65. 65 8.Do you thinkprice of reliance JIO product in attractive than other competitors ? Total customers =32 Options Yes No Maybe No. of respondent 15 4 1 Analysis and Interpretation: - 47% of respondents are feel reliance JIO products price is more attractive than other competitors . 29.4% of respondents are good thing associate with innovative features. It is found in above graph that mainly respondents are telling that reliance JIO product are value of money.
- 66. 66 9. Which problemsdo you think you are facing while using reliance JIO ? Total customers =32 Options Network Voice call failure Traffic plan Buy JIO apps Others problem No. of respondent 14 9 6 6 1 Analysis and interpretation: - 42% of respondents are facing network problem that mean reliance should improve network connectivity. Only 22% respondents were face voice call failure . due to voice call failure customer pay voice call charge which is not fair as per TRAI rule. 10% respondent are not find traffic plan as per requirement. Hence majority of customer want improvement in network services.
- 67. 67 10.Are you satisfyquality of JIO data plan ?? Total customers =32 options Yes NO JIO should improve speed NO of respondent 4 18 7 Analysis and interpretation: - The above shows that 48% of respondents are satisfied with quality of reliance JIO data pack speed and continuous connectivity . 32.3% of respondents are moderate level of satisfaction. only 16.1% of respondents are still in respondent are dissatisfied. Hence majority of customer are satisfied by the quality of reliance JIO data plan.
- 68. 68 11. Are yousatisfy quality of network reliance JIO ? Total customers =32 Options Yes No Maybe No. of respondent 18 14 7 Analysis and interpretation: - The above shows that 51% of respondents are satisfy with quality of Network. 40% of respondents are not satisfy with quality of network reliance JIO. Hence majority of customer are satisfied by the network.
- 69. 69 12.which factor doyou consider while selecting reliance JIO products? Total customers = 32- options Connectivity of network Price Data plan Schemes 4G service WI-FI No. of respondent 7 1 13 2 10 1 Analysis and interpretation: - In study found that 34%of respondents are buy reliance JIO service because they provided 4G service. 40% of respondents are buy reliance JIO they provided high speed data plan. Only 10% respondent chose services and price . Hence majority of customer are consider data plan and 4g services while buying reliance JIO product.
- 70. 70 13. Are yousatisfy WITH VOICE QUALITY OF JIO NETWORK? Total customers =32 Options Yes no MAY BE NO. of respondent 25 7 2 Analysis and interpretation: - It is clear that the above table 73% of respondent are satisfy with voice quality of reliance JIO network. 20% of respondents are not satisfy voice quality of reliance JIO so that reliance JIO should their voice quality of call.
- 71. 71 14. what isdistance of reliance JIO store from your location ?? Total customers = 32 Options 2KM 5KM 7KM NOT AVAILABLE No of respondent 5 4 15 1 Analysis and interpretation: - from the pie chart show that 29% customer have convenient store 2km from their location. 23% of customer convenient store within 5km from their location and 26% of customer have convenient location within 7km from their location. 26% of respondent don’t have location from their location , hence majority of customer easily reach out reliance JIO store and buy their product, solve their problem.
- 72. 72 15. would youlike to recommend JIO to others ? Options YES NO MAY BE No. of Respondents 16 7 11 Analysis and Interpretation: - in study found that 47% of customer recommend reliance JIO product to others person that mean they are satisfy of reliance JIO product. 20% of customer don’t recommend reliance JIO product . hence majority of exist customer satisfy with reliance JIO product.
- 73. 73 16. where youget source of information about reliance JIO ? Options Newspaper Friend, family or college Online Search/ Social Media I Haven’t Heard yet No. of respondents 4 14 15 0 Analysis and interpretation: - In study found that 41% of respondents are getting information about from friend, family or college that mean reliance JIO products famous by mouth to mouth marketing.44% of respondent get information from social media and rest respondent are get information from newspaper. Hence reliance JIO company successful in social media marketing rather than other platform.
- 74. 74 17. How muchtime take to activation services of reliance JIO ? options Within 2 hours Within 1 day Within 2 days Within 1 week No. of respondents 13 13 4 2 Analysis and interpretation: -in study found that reliance JIO sim started there activation services within 2 hours that statement support by 40% of customer . 40% of customer said that there reliance JIO sim activation start within 1 days and 12% of customer services start within 2 days. 8% of customer wait 1 week for activation for their services. Hence overall reliance JIO sim and war fi activation services are fast .
- 75. 75 19.what should beimproved in reliance JIO ? Options Improve in network coverage Remove calling congestion Update android apps others No. of respondent 19 7 5 3 Analysis and interpretation :- According to the survey, the question was asked that what services should be improved by the reliance JIO.22% of the population states that network coverage should be improved which include 40 of the people.13% of the population states that they should remove calling congestion. Whereas,59% of the population states that they should upgrade in the android version. And 6% of population think they should improvise the other services. since this data is confined to a limited number of people, the survey results are confined to them and to the survey of the entire country.
- 76. 76 Finding 1. It isunderstand from the survey that 25% respondents are male and 25% respondents are female. 2. Majority of the respondent’s age group are below 25 years to 35.04%. 3. 80% of respondents are graduates. 4. 90% of respondents are Students. 5. Majority of the respondents (29.27%) are salaried monthly income of Rs.15000 - 20000. 6. 35.90% of the respondents feel satisfaction of advertisement. 7. 41.02% of the respondents are feeling satisfied 8. 44.66% of the respondents are fully aware of Reliance JIO 9. Majority of the respondents come under unlimited data service to 30.56%. 10. Most of the respondents feel network coverage to 53.20%. 12. It is clearly understand that majority of the respondents (64%) are suggesting to improve the network coverage of JIO. 13. It is disclosed that most of the respondents (46.00%) are aware of JIO through mouth publicity.
- 77. 77 Suggestion ❖ Try toimprove network facilities. No network coverage on border areas and high altitude areas so provide more tower network connections. ❖ Try to continue the offers provided in the initial stage of introduction ❖ Spread out awareness about JIO in deep routed rural areas. ❖ Remove the problem of calling congestion and call drop. ❖ Customers expect low cost Reliance phone. ❖ Reliance JIO’s frequent update innovation technology when it’s required. ❖ drastically in many places. The Reliance JIO sim users are expecting high speed. So increasing network speed to great extent. It would be better.
- 78. 78 Conclusion In today’s competitivebusiness, Customers are considered as the backbone of the company. Customer service, like any aspect of business, is a practiced art that takes time and effort to master. Treating the customers like friends is the best way to attract them and make then always come back. The level of satisfaction can also vary depending on other options and customer. Customer satisfaction research will have to help businesses build stronger relationships. This research study on “customer satisfaction towards Reliance JIO sim with special reference to Sagar district” is found that there is a significant relationship between income and satisfaction and there is no significant relationship between age and awareness level. Reliance JIO has become a very successful brand in India and providing customer satisfaction is their main objective. It provides unlimited free calling and data services and SMS. Reliance JIO’s free introducing offer created lot of radical and unexpected changes in consumer’s behaviors and competitor’s strategies. It affected the equilibrium in the telecom industry and many of the rivals resorted to mergers and acquisitions in Indian mobile network providers. The study was an attempt to measure the level of customer satisfaction with Reliance JIO. The study found out that most of the respondents are satisfied with JIO services and they recommended the company to improve their network coverage and to wipe out the calling congestion. Reliance JIO is capturing the wide area of Indian markets increasingly day by day. Hence these statistics imply a bright future to the company. It can be said that in near future, the company will be booming in the telecom industry.
- 79. 79 Chapter -5 :Reference BOOK ➢ Kotler Philip (1999) Marketing Management, Tata McGraw Hill publishing company, New Delhi ➢ Yp Singh, Effective Marketing Management Vision publishing house 2012 edition. Website ➢ www. https://egyankosh.ac.in/ IGNOU ONLINE publication ➢ www.nptel.in IIT online platform ➢ www.autindia.com