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INTRODUCTION OF THE TOPIC

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After the globalization of India economy in 1991 the telecommunication sector remained one

of the most happening sectors in India. The recent years witnesses rapid and dramatic

changes in the field of telecommunications. In the last few years more and more companies

both foreign, domestic, come into cellular service, service market and offers large number of

services to the people.

A consumer may be referred to anyone engaged in evaluating, acquiring, using or disposing

of services which he expects will satisfy his wants. If any producer makes out the marketing

programmer ignoring the consumer preferences, he cannot possibly achieve his ultimate

objectives. A manufacturer must plan his production and distribution to suit the consumer’s

convenience rather than his own. Therefore a marketer must know more and more about the

consumers, so that the products can be produced in such a fashion to give satisfaction to

them.

In the year of 1989, the number of cell phone users in India was zero. In the year of 1999 the

number of cell phone users has gone up by 13 lakh. In the year of 2000 the number of cell

phone users has risen by one million. Indian telecom sector added a staggering 227.27 million

wireless mobile users in the 12 months between March 2010 and March 2011, while the

overall teledensity has increased to 81.82% as of 30 November 2015, and the total numbers

of telephone phone users (mobile & landline) have reached 1009.46 million as of May,

2015.Now currently telephone subscriber (mobile & landline) is 1058.01 million (May 2016).

The company is reconfiguring to meet the growing demand for mobile services. It will

differentiate our mobile services from our competitors through ongoing investment in

technology, distribution and customer services, providing both a great customer experience

and competitive value.

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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 increases in both sales and

customer satisfaction. The new concept will be rolled out globally over the next upcoming

years.

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INDUSTRY PROFILE

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INDUSTRY PROFILE

India has a fast-growing mobile services market with excellent potential for the future. With

almost five million subscribers amassed in less than two years of operation, India's growth

tempo has far exceeded that of numerous other markets, such as China and Thailand, which

have taken more than five years to reach the figures India currently holds. The number of

mobile phone subscribers in the country would exceed 50 million by 2010 and cross 300

million by 2016, according to Cellular Operators Association of India (COAI).

According to recent strategic research by Frost & Sullivan, Indian Cellular Services Market,

such growth rates can be greatly attributed to the drastically falling price of mobile handsets,

with price playing a fundamental role in Indian subscriber requirements. Subscribers in

certain regions can acquire the handset at almost no cost, thanks to the mass-market stage

these technologies have reached internationally. The Indian consumer can buy a handset for

$150 or less. This should lead to increased subscribership. This market is growing at an

extremely fast pace and so is the competition between the mobile service providers.

With the presence of a number of mobile telephony services providers including market

leaders like Airtel, Reliance, Idea Cellular, BSNL etc. who are providing either of the two

network technologies such as Global System for Mobile Communications (GSM) and Code

Division Multiple Access (CDMA). In cellular service there are two main competing network

technologies: Global System for Mobile Communications (GSM) and Code Division

Multiple Access (CDMA). Understanding the difference between GSM and CDMA will

allow the user to choose the preferable network technology for his needs.

Global System for Mobile Communication (GSM) is a new digital technology developed by

the European community to create a common mobile standard around the world. It helps you

achieve higher sell capacity and better speech quality and one can enjoy crystal clear

reception on ones mobile phone. It automatically solves the problem of eavesdropping on

ones calls.

Before analyzing the telecom licensing framework in India, it is imperative that one must

examine what is a license. License issued by the government is an authority, given to a

person upon certain conditions to do something which would have been illegal or wrongful

otherwise. For example, a driver’s license issued by the government.

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For example, a driver’s license issued by the government, gives the authority to a person to

drive a motor vehicle. There are three main types of license fee which the government

charges: (I) initial license fee, which generally is non-refundable, (ii) annual license fee, and

(iii) additional fee for allocation of spectrum.

Licensing framework has been an integral part of India’s telecommunication law. Under the

Indian Telegraph Act, 1885, section 4 gives power to the government to grant license to any

person to establish, maintain or use a telegraph. 

Code Division Multiple Access (CDMA) describes a communication channel access principle

that employs spread spectrum technology and a special coding scheme (where each

transmitter is assigned a code). It is a spread spectrum signaling, since the modulated coded

signal has a much higher bandwidth than the data being communicated. CDMA is the current

name for mobile technology and is characterized by high capacity and small cell radius. It has

been used in many communication and navigation systems, including the Global Positioning

System and the omnitracs satellite system for transportation logistics.

Indian mobile telephony market is increasing day by day and there is more to happen with

technological up gradations occurring nearly every day and the ever-increasing demand for easier

and faster connectivity, the mobile telephony market is expected to race ahead.

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NATIONAL TELECOM POLICY 1994 (NTP 1994):-

The National Telecom Policy was announced in 1994 which aimed at improving India's

competitiveness in the global market and provides a base for a rapid growth in exports. This

policy eventually facilitated the emergence of Internet services in India on the back of

established basic telephony communication network. This policy also paved way for the

entry of the private sector in telephone services.

The main objectives of the policy were:

To ensure telecommunication is within the reach of all, that is, to ensure

availability of telephone on demand as early as possible

To achieve universal service covering all villages, that is, enable all people to

access certain basic telecom services at affordable and reasonable prices

To ensure world-class telecom services. Remove consumer complaints, resolve

disputes and encourage public interface and provide a wide permissible range of

services to meet the demand at reasonable prices

To ensure that India emerges as a major manufacturing base and major exporter of

telecom equipment

To protect the defense and security interests of the nation.

The policy also announced a series of specific targets to be achieved by 1997 and further

recognized that to achieve these targets the private sector association and investment would

be required to bridge the resource gap.

Thus, to meet the telecom needs of the nation and to achieve international comparable

standards, the sector for manufacture of telecom equipment had been progressively

relicensed and the sub-sector for value-added services was opened up to private investment

(July 1992) for electronic mail, voice mail, data services, audio text services, video text

services, video conferencing, radio paging and cellular mobile telephone. The private sector

participation in the sector was carried out in a phased manner. Initially the private sector was

allowed in the value added services, and thereafter, it was allowed in the fixed telephone

services. Subsequently, VSAT services were liberalized for private sector participation to

provide data services to closed user groups.

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Establishment of TRAIThe entry of private players necessitated independent regulation in the sector; therefore, the

TRAI was established in 1997 to regulate telecom services, for fixation/revision of tariffs,

and also to fulfill the commitments made when India joined the World Trade Organization

(WTO) in 1995. The establishment of TRAI was a positive step as it separated the regulatory

function from policy-making and operation, which continued to be under the purview of the

DoT2.

The functions allotted to the TRAI included:

a. To recommend the need and timing for introduction of new service provider

b. To protect the interest of customers of telecom services

c. To settle disputes between service providers

d. To recommend the terms and conditions of license to a service provider

e. To render advice to the Central government on matters relating to the development of

telecommunication technology and any other matter applicable to the

telecommunication industry in general.

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NEW TELECOM POLICY 1999 (NTP 1999):-

In recognition of the fact that the entry of the private sector, which was envisaged during

NTP-94, was not satisfactory and in response to the concerns of the private operators and

investors about the viability of their business due to non realization of targeted revenues the

government decided to come up with a new telecom policy. The most important milestone

and instrument of telecom reforms in India is the New Telecom Policy 1999 (NTP 99). The

New Telecom Policy, 1999 (NTP-99) was approved on 26th March 1999, to become

effective from 1st April 1999.Moreover, convergence of both markets and technologies

required realignment of the industry. To achieve India’s vision of becoming an IT

superpower along with developing a world class telecom infrastructure in the country, there

was a need to develop a new telecom policy framework. Accordingly, the NTP 1999 was

framed with the following objectives and targets:

Availability of affordable and effective communication for citizens was at the core of

the vision and goal of the new telecom policy

Provide a balance between provision of universal service to all uncovered areas,

including rural areas, and the provision of high-level services capable of meeting the

needs of the economy

Encourage development of telecommunication facilities in remote, hilly and tribal

areas of the nation

To facilitate India’s journey to becoming an IT superpower by creating a modern and

efficient telecommunication infrastructure taking into account the convergence of IT,

media, telecom and consumer electronics

Convert PCOs, wherever justified, into public telephone information centers having

multimedia capability such as ISDN services, remote database access, government

and community information systems etc.

To bring about a competitive environment in both urban and rural areas by providing

equal opportunities and level playing field for all players

Providing a thrust to build world-class manufacturing capabilities and also strengthen

research and development efforts in the country

Achieve efficiency and transparency in spectrum management

Protect the defense and security interests of the country

Enable Indian telecom companies to become global players.

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In line with the above objectives, some of the specific targets of the NTP 1999 were:

Make available, telephone on demand by 2002 and achieve a tele density of 7% by

2005 and 15% by 2010

Encourage development of telecom in rural areas by developing a suitable tariff

structure so that it becomes more affordable and by also making rural communication

mandatory for all fixed service players and thus

o Achieve a rural tele density of 4% by 2010 and provide reliable transmission

o Media in all rural areas.

Players in the market

 

BSNL is the market leader with a 67.7 per cent share followed by MTNL with 11.5

per cent market share. Next is Bharti Airtel at 10.9% followed by Tata and Reliance at

5% and 4.1% respectively.

BSNL as a company is growing and showed annual revenues of approximately $4.5

billion as of 2014. BSNL is serving more than 125 million customers across the

country and is catalyst in checking the price point for telecom services.

 

Also, with the government intensifying its rural focus; only BSNL can turn into

reality the next wave of rural telecom penetration.

 

BSNL is a 100% Central Government entity and employees with BSNL are entitled to

get salaries and perks as decided by Government of India and not by BSNL

However both, MTNL and BSNL are plagued by declining revenues coupled with

high costs. BSNL has massive infrastructure, manpower, systems, and 80 per cent of

landlines and 90 per cent of broadband connections in India are operated by it.

 

“Vodafone is investing nearly US$ 3 billion over the next two years in India in

expanding its network infrastructure and distribution channel in the country,” as per

Vitoria Colao, CEO, Vodafone Plc.

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BlackBerry plans to set up enterprise solutions centres to educate corporate customers

about various BlackBerry Enterprise Service (BES) 10 solutions. "India is one of the

fastest growing markets in terms of Smartphone and mobile data adoption,” said

according to Sunil Lalvani, Managing Director (MD), and BlackBerry India.

 

Tata Teleservices plans to set up nearly 4,000 Wi-Fi hotspots in nine cities across the

country in the next two years.

 

Booming sectors

 

The tide has turned for the telecom sector in India, as growth and profitability has

accelerated in recent times. Tower companies are reaping benefits of a turnaround in

the sector as operators have started investing in networks to boost data penetration.

 

However it is in the country’s booming mobile segment in which the major battles are

being fought. Three major private players – Bharti Airtel, Reliance and Vodafone -

with a formidable 54% share of the market between them, lead a large field of mobile

operators. State-owned enterprises –BSNL and MTNL – have also been making their

presence felt with a combined market share of 12%.  

A look ahead.

 

According to Craig Wiggin ton, vice chairman and U.S. Telecommunications leader,

Deloitte & Touché LLP, the big challenge for the telecom industry in 2016 – which

also presents a major growth opportunity for the sector – is that consumers are getting

addicted to connectivity and high speed.

 

The ongoing expansion of the mobile ecosystem, coupled with demand for high-

bandwidth applications and services such as video and gaming, is keeping pressure on

the industry to increase the availability and quality of broadband connectivity.

 

What does this mean for players in the sector? Carriers will continue to pursue

technological advancements to handle demand, including offloading some mobile

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bandwidth needs to Wi-Fi, which is proving an effective complement to mobile

networks. At the same time, long-term spectrum availability, spectrum efficiency,

small cells and continued backhaul improvements are likely to be a key focus to

assure continued mobile broadband momentum.

 

 

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COMPANY PROFILE

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RELIANCE JIO

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COMPANY PROFILE

Jio's headquarters in RCP, Navi Mumbai Formerly

called

Infotel Broadband Services

Limited (2009 - 2013)

Reliance Jio Infocomm

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Limited (2013 - 2015)

Type Subsidiary

Industry Telecommunications

Headquarters Navi Mumbai, Maharashtra, India

Key people Sanjay Mashruwalla (Managing

Director)

Jyotindra Thacker (Head of IT)

Akash Ambani (Chief of Strategy)

Key people Sanjay Mashruwalla (Managing

Director)

Jyotindra Thacker (Head of IT)

Akash Ambani (Chief of Strategy)

Products

Mobile telephony, broadband,

Wifi,Router and 4G Data services

Jio Apps

MyJio, JioChat, JioPlay, JioBeats,

JioMoney, JioDrive, JioOnDemand,

JioSecurity, JioJoin, JioMags,

JioXpressNews, Jionet WiFi

Parent Reliance Industries

Subsidiaries LYF

www.jio.com

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Website

Jio also known as Reliance Jio and officially as Reliance Jio Infocomm Limited (RJIL), [is an

upcoming provider of mobile telephony, broadband services, and digital services in India..

Reliance Jio Infocomm Limited (RJIL), a subsidiary of Reliance Industries Limited (RIL),

India’s largest private sector company, is the first telecom operator to hold pan India Unified

License.Formerly known as Infotel Broadband Services Limited (IBSL), Jio will provide 4G

services on a pan-India level using LTE technology. The telecom leg of Reliance Industries

Limited, it was incorporated in 2007 and is based in Mumbai, India. It is headquartered in

Navi Mumbai.

RJIL is setting up a pan India telecom network to provide to the highly underserviced India

market, reliable (4th generation) high speed internet connectivity, rich communication

services and various digital services on pan India basis in key domains such as education,

healthcare, security, financial services, government citizen interfaces and entertainment. RJIL

aims to provide anytime, anywhere access to innovative and empowering digital content,

applications and services, thereby propelling India into global leadership in digital economy.

RJIL is also deploying an enhanced packet core network to create futuristic high capacity

infrastructure to handle huge demand for data and voice. In addition to high speed data, the

4G network will provide voice services from / to non-RJIL network.

RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz (across 22 circles)

capable of offering fourth generation (4G) wireless services. RJIL plans to provide seamless

4G services using FDD-LTE on 1800 MHz and TDD-LTE on 2300 MHz through an

integrated ecosystem.

Reliance Jio is part of the “Bay Of Bengal Gateway” Cable System, planned to provide

connectivity between South East Asia, South Asia and the Middle East, and also to Europe,

Africa and to the Far East Asia through interconnections with other existing and newly built

cable systems landing in India, the Middle East and Far East Asia.

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RJIL’s subsidiary has been awarded with a Facility Based Operator License (“FBO License”)

in Singapore which will allow it to buy, operate and sell undersea and/or terrestrial fiber

connectivity, setup its internet point of presence, offer internet transit and peering services as

well as data and voice roaming services in Singapore.

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

mounted telecom towers typically used by Telco’s, said the company executive quoted above.

Monopoles, or ground-based masts (GBMs), are expected to double up as street lights and

surveillance systems, and provide real-time monitoring of traffic and advertising

opportunities.

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 fiber optic

network.

R-Jio, meanwhile, faces its share of challenges in terms of return on investment and capturing

market share. The company, according to industry analysts, is expected to spend $8-9 billion

for the 4G roll-out. The company will battle for subscribers with leading Telco’s such as

Bharti Airtel Ltd, Vodafone India Pvt Ltd and Idea Cellular Ltd.

The Dominant Players

Bharti Airtel --- 23% Market Share

Vodafone India --- 18% Market Share

Idea Cellular --- 15% Market Share

Reliance Communications --- 12% Market Share

BSNL --- 10% Market Share

Aircel --- 8% Market Share

TATA Infocomm --- 7% Market Share

Others --- 7% Market Share

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The services were beta launched to Jio's partners and employees on 27 December 2015 on the

eve of 83rd birth anniversary of late Dhirubhai Ambani, founder of Reliance Industries.

Mr. Akash Ambani is being launched in business as a chief of strategy in Reliance JIO,

involved in day to day operations in business

Ess or Ms. Isha Ambani is involved in branding and marketing. And the key people are

Sanjay Mashruwalla (Managing Director), Jyotindra Tacker (Head of IT).

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Reliance Industries Chairman Mukesh Ambani committed an investment of Rs. 2,50,000

cores on "Digital India" and said he expected the group's initiatives under it will create over

5,00,000 direct and indirect jobs.

"Digital India as company has seen empowers them to fulfill their aspirations. Reliance JIO

has invested over Rs. 2, 50,000 cores across the Digital India pillars," Ambani said, adding:

"I estimate Reliance's 'Digital India' investments will create employment for over 5,00,000

people. " Ambani said the launch of Digital India initiative was a momentous occasion in an

information age where digitization was changing the way one lives, learns, works and plays.

It can transform the lives of 1.2 billion Indians using the power of digital technology. And as

well as "So 80 percent of the 1.3 billion Indians will have high-speed, mobile Internet. And

by 2017, company would cover 90 percent. And by 2018, all of India would be covered by

this digital infrastructure,"

HISTORY

In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services

Limited (IBSL) for Rs 4,800cr. Although unlisted, IBBL was the only firm to win broadband

spectrum in all 22 zones in India in the 4G auction that took place earlier that year. Later

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continuing as RIL's telecom subsidiary, Infotel Broadband Services Limited was renamed as

Reliance Jio Infocomm Limited (RJIL) in January 2013.

Acquisition & Subsidiaries:

Acquired Infotel Broadband Services Limited in 2010.

Technology - Rancor Technologies

ILD & NLD - Infotel Telecom.

Agreement

An agreement with Ascend Telecom for their more than 4,500 towers across India.

(June 2014)

An agreement with Tower Vision for their 8,400 towers across India. (May 2014)

An agreement with ATC India for their 11,000 towers across India. (April 2014)

An agreement with Viom Networks for their 42,000 telecom towers. (March 2014)

Agreement with Bharti Airtel for a comprehensive telecom infrastructure sharing

agreement to share infrastructure created by both parties to avoid duplication of

infrastructure wherever possible. (December 2013)

A key agreement for international data connectivity with Bharti to utilize dedicated

fiber pair of Bharti’s i2i submarine cable that connects India and Singapore. (April

2013)

Agreements with Reliance Communications Limited for sharing of RCOM’s

extensive inter-city and intra-city optic fiber infrastructure of nearly 1,20,000 fiber-

pair kilometers of optic fiber and 500,000 fiber pair kilometers respectively (April

2013 / April 2014), and 45,000 towers (June 2013)

Technology:

Reliance Jio Infocomm is currently laying OFC across the country to offer Fiber to

the home/premises (FTTH). This fiber backbone will also help them to carry huge

amount of data originated from their 4G network as well as public Wi-Fi network.

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Reliance Jio is deploying LTE-TDD technology for 2.3 GHz spectrum band, acquired

in 2010.

Reliance Jio will deploy LTE-FDD for 1.8 GHz spectrum, which will ultimately

paved to roll out of LTE-A network aggregation of both technology and both

spectrum band.

At present in different cities of India Reliance Jio offers Wi-Fi services. Most of

these cities are in Gujarat, where Reliance Industries also have one of the largest

petro-refinery.

Once commercially launched, Jio users can have access to Reliance

Communications’ 2G & 3G network.

OPERATIONS

In June 2015, Jio announced that it will start its operations all over the country by the end of

year. However, four months later in October 2015, the company's spokesmen sent out a press

release stating that the launch was postponed to the first quarter of the financial year 2016-

2017.

Later in July, a PIL filed in the Supreme Court by an NGO called the Centre for Public

Interest Litigation, through Prashant Bhushan, challenged the grant of pan-India license to Jio

by the Government of India. The PIL also alleged that Jio was allowed to provide voice

telephony along with its 4G data service, by paying additional fees of just 165.8 core

(US$25 million) which was arbitrary and unreasonable, and contributed to a loss of 2,284.2

core (US$340 million) to the exchequer.

The Indian Department of Telecom (DoT), however, refuted all of CAG's claims. In its

statement, DoT explained that the rules for 3G and BWA spectrum didn't restrict BWA

winners from providing voice telephony. As a result, the PIL was revoked, and the

accusations were dismissed.

Beta Launch

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The 4G services were launched internally to Jio's partners, its staff and their families on 27

December 2015. Bollywood actor Shah Rukh Khan, who is also the brand ambassador of Jio,

kick started the launch event which took place in Reliance Corporate Park in Navi Mumbai,

along with celebrities like musician A R Rahman, actors Ranbir Kapoor and Javed Jaffrey,

and filmmaker Rajkumar Hirani.The closed event was witnessed by more than 35000 RIL

employees some of whom were virtually connected from around 1000 locations including

Dallas in the US.

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PRODUCT & SERVICES

RELIANCE JIO 4G BROADBAND

The company has launched its 4G broadband services throughout India in the first quarter of

2016 financial year. It was slated to release in December 2015 after some reports said that the

company was waiting to receive final permits from the government. Mukesh Ambani, owner

of Reliance Industries Limited (RIL) whose Reliance Jio is the telecom subsidiary, had

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 a digital payments

platform.

The company has a network of more than 250,000 km of fiber optic cables in the country,

over which it will be partnering with local cable operators to get broader connectivity for its

broadband services. With its multi-service operator (MSO) license, Jio will also serve as a

TV channel distributor and will offer television-on-demand on its network.

Pan-India Spectrum

Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles, respectively, of the

total 22 circles in the country, and also owns pan-India licensed 2,300 MHz spectrum. The

spectrum is valid till 2035.Ahead of its digital services launch, Mukesh Ambani-led Reliance

Jio entered into a spectrum sharing deal with younger brother Anil Ambani-backed Reliance

Communications. The sharing deal is for 800 MHz band across seven circles other than the

10 circles for which Jio already owns.

Reliance jio’s vision for India is that broadband and digital services will no longer be a

luxury item ,Rather convert it into a basic necessity that can be consumed in abundance by

consumers and small businesses .The initiatives are truly aligned with the Government of

India's ‘Digital India’ vision for our nation.

• Digital Healthcare

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• Affordable Devices

• Jio Drive

• Digital Education

• Digital Currency

• Digital Entertainment and social connectivity

LYF SMARTPHONES

In June 2015, Jio tied up with domestic handset maker Intec to supply 4G handsets enabled

with voice over LTE (VoLTE) feature. Through this, it plans to offer 4G voice calling

besides rolling out high-speed Internet services using a fiber network, in addition to the 4G

wireless network.[ However, in October 2015, Jio announced that it would be launching its

own mobile handset brand named LYF.

On 25 January 2016, the company launched its LYF Smartphone series starting with Water

1, through its chain of electronic retail outlets, Reliance Retail. Three more handset models

have been released so far, namely Water series, Earth series, and Flame series

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FLAME 6

Technical Specifications

MODEL LYF FLAME 6

CHIPSET Qualcomm® Snapdragon 210 MSM8905

GENERAL FEATURES Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G)*

PERFORMANCE

Processor (CPU): Quad-Core 1.5GHz ,Screen Size: 4 Inch

Chipset: Quad-Core 1.5GHz

Graphics (GPU): Mali 400 MP2@500MHz

RAM: 512 MB. Screen Resolution: WVGA,

BATTERY Capacity: 1700 mAh, Lithium Ion Battery

Talk time: Up to 4.5 hours (4G)

STORAGE CAPACITY Internal Memory: 4 GB

Expandable Memory: Up to 32 GB

CAMERA Rear Camera : 5MP Auto Focus

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CONNECTIVITY

Front Camera : 2MP Fixed Focus, Flash : Rear LED Flash

3G: yes

4G: yes (LTE)

True 4G (LTE Support): VoLTE (Video & HD Voice Call.

FLAME 1

Technical Specifications

MODEL FLAME 1

CHIPSET Qualcomm® Snapdragon 210 MSM8909

GENERAL FEATURES Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G),Processor: Quad-Core 1.1

GHz

Screen Size:4.5 Inch.

PERFORMANCE Graphics (GPU): Adreno 304 @ 409MHz

RAM: 1GB, Screen Resolution: FWVGA 480 x 854 pixel

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BATTERY Capacity: 2000 mAh, Lithium-ion

Talk time: Up to 8 Hours (4G)

STORAGE CAPACITY Internal Memory: 8 GB

Expandable Memory: Up to 32 GB

CAMERA Rear Camera : 5MP Auto Focus

Front Camera : 5MP Fixed Focus, Flash : Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE CAT4

True 4G (LTE Support): VoLTE (Video & HD Voice Call)

WIND 1

Technical specifications

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MODEL LYF WIND 1

CHIPSET Qualcomm®SnapdragonTM 410 MSM8916

GENERAL

FEATURES

Operating System: Android 5.1 Lollipop

SIM Slot: Dual SIM (4G+2G)

Processor (CPU): Quad-core 1.2 GHz

PERFORMANCE Chipset: Qualcomm® Snapdragon TM 410 MSM8916

Graphics (GPU): Adreno 306 @ 450 MHz

RAM: 1 GB,Screen Size 5 Inch, Screen Resolution: HD, 720x1280

pixel

BATTERY Capacity: 2300 mAh, Lithium - Ion Polymer

Talk time: Up to 6 hours (4G)

STORAGE CAPACITY Internal Memory: 8 GB, 16 GB

Expandable: Up to 64 GB

CAMERA Rear Camera: 8 MP Auto Focus

Front Camera: 5 MP, Flash: Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4

True 4G (LTE Support): VoLTE (Video & HD Voice Call)

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WIND 5

Technical specifications

MODEL WIND 5

CHIPSET MTK 6735P

GENERAL FEATURES Operating System: Android Lollypop 5.1

SIM Slot: Dual SIM (4G+2G),

Processor (CPU): Quad-core 1.0GHz

PERFORMANCE Chipset: MTK 6735P

Graphics (GPU): ARM (MaliT720-Mp1)@600 MHz

RAM: 1GB

BATTERY Capacity: 2000 mAh, Lithium ion

Talk time : Up to 6.5 hours (4G)

STORAGE CAPACITY Internal memory: 8 GB

Expandable Memory: Up to 32 Gb

CAMERA Rear Camera: 8 MP Auto Focus

Front Camera: 5MP, Flash: Rear Flash

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CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4

True 4G (LTE Support): VoLTE (HD Voice Call& video call)

WATER 1

Technical specifications

MODEL WATER 1

CHIPSET Qualcomm® Snapdragon TM 615 MSM8939

GENERAL Operating System: Android Lollipop 5.1.1

FEATURES SIM Slot: Dual SIM (4+2G) , Processor (CPU): Octa-Core 1.5

GHz

PERFORMANCE Chipset: Qualcomm® Snapdragon TM 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz

RAM: 2GB,Screen resolution : Full HD, 1080x 1920 pixels

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BATTERY Capacity: 2600 mAH, Lithium-ion polymer

Talk time: Up to 10 hours (4G)

STORAGE CAPACITY Internal Memory: 16 GB

Expandable Memory: Up to 32 GB

CAMERA Rear Camera: 13 MP Auto Focus

Front Camera: 5MP Fixed Focus

Flash: Yes - Both Front and Rear

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4

True 4G (LTE Support): VoLTE (Video & HD Voice Call)

WATER 2

Technical specifications

MODEL WATER 2

CHIPSET Qualcomm® Snapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.0.2

SIM Slot: SIM 1(4G), SIM 2(2G, Voice calls)

33

Screen size: 5 Inch, Screen Resolution: HD, 1280 x 720 pixels

PERFORMANCE Chipset: Qualcomm® Snapdragon TM 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz

RAM: 2GB, Processor (CPU): Octa-Core 1.5GHz

BATTERY Capacity: 2400 mAh, Lithium-ion polymer

Talk time: Up to 8 hours (4G)

STORAGE CAPACITY Internal memory: 16 GB

Expandable memory: 32 GB

CAMERA Rear Camera: 13 MP Auto Focus

Front Camera: 5MP Fixed Focus, Flash: Yes - Rear Camera

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4

True 4G (LTE Support): VoLTE (Video & HD Voice Call)

WATER 7

Technical specifications

34

MODEL WATER 7

CHIPSET Qualcomm® Snapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.1

SIM Slot: Dual SIM (4G+2G), Sensors: Gravity or Finger print

sensor

PERFORMANCE Chipset: Qualcomm® Snapdragon TM 615 MSM8939

Graphics (GPU): Adreno 405 @ 550 MHz

RAM: 2GB, Processor (CPU): Octa-core 1.5 GHZ

BATTERY Capacity: 3000 mAh, Lithium-ion polymer

Talk time: Up to 14 hours (4G)

STORAGE CAPACITY Internal memory: 16 GB

Expandable memory: Upto 128 GB

CAMERA Rear Camera: 13 MP Auto Focus

Front Camera: 5MP, Flash: Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4

True 4G (LTE Support): VoLTE (Video & HD Voice Call)

35

EARTH 2

Technical specifications

MODEL EARTH 2

CHIPSET Qualcomm Snapdragon 615 MSM8939

GENERAL FEATURES Operating System: Android Lollipop 5.1.1

SIM Slot: Dual SIM (4G+2G)

Octa core 1.5 GHZ, Sensors: Proximity or Light sensor

:

PERFORMANCE Chipset: Qualcomm® Snapdragon TM 615 MSM8939

Graphics: (GPU): Adreno 405 @ 550 MHz

RAM: 3 GB, Screen Size: 5.5 Inch, Screen Resolution: Full

HD

BATTERY Capacity: 3500 mAh, Lithium-ion polymer

Talk time: Up to 14 hours (4G)

STORAGE CAPACITY Internal memory: 32 GB

36

Expandable memory: Upto 64 GB

CAMERA Rear Camera: 15 MP Auto Focus

Front Camera: 5MP, Flash: Rear LED Flash

CONNECTIVITY 3G: Yes

4G: Yes, LTE Cat 4

True 4G (LTE Support): VoLTE (Video & HD Voice Call

Jionet Wi-Fi

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 Ahmadabad and Surat in Gujarat,

Indore, Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of Mumbai in

Maharashtra, Kolkata in West Bengal, Luck now in Uttar Pradesh, Bhubaneswar in Odessa,

Mussoorie in Uttarakhand, Collect rate’s Office in Meerut, and at MG Road in Vijayawada

among others.title Reliance Jio rolls out Wi-Fi service 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 Twenty20 matches. Jionet was made available in Wankhede

Stadium (Mumbai), Punjab Cricket Association IS Bindra Stadium (Mohali), Himachal

Pradesh Cricket Association Stadium (Dharamshala), Chinnaswamy Stadium (Bengaluru),

Feroz Shah Kotla (Delhi), and Eden Gardens (Kolkata) in India.

Jio apps

In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its

upcoming 4G services. While the apps are available to download for everyone, a user will

require a Jio SIM card to use them. Additionally, most of the apps are in beta phase.

Following is a list of the apps:

MyJio - Manage Jio Account and Digital Services associated with it

JioPlay - A live TV channel service

JioOnDemand - An online HD video library

37

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 - Security app

JioDrive - Cloud-based backup too

JioMoney Wallet - An online payments/wallet app.

JIO MIFI WIFI ROUTER

JIO PREVIEW OFFER FOR HP LAPTOPS:

3 Months Free Unlimited 4G Internet (Connected with 31 Devices)

38

3 Months Free Unlimited Calling (At any network)

3 Months Free Unlimited SMS

Life time Roaming Free (All India)

Registration in E-mail is compulsory

Available in Reliance store and Digital mini express store.

JIO PREVIEW OFFER (JPO)

3 Months Free Unlimited 4G Internets in LYF smart phones and others all 4G smart

phones (Samsung, Micromax, Karbon, Lava, HTC, Gioni etc.)

3 Months Free Unlimited Calling (At any network)

3 Months Free Unlimited SMS

Life time Roaming Free (All over India)

39

2 Years Warranty (LYF handsets only)

Branding and Marketing

On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's brand

ambassador.

40

LITERATURE REVIEW

41

LITERATURE REVIEW

Abhishek Kumar Singh and Malhar Pangrikar (2013) did a study titled “A Study Report, to

Find out Market Potential for 4G Businesses in Pune”. The Report is all about “Study of

market potential for 4G business in pune” and also to know about the customer perceptions

and attitudes towards their current service provider. Satisfaction level of the customers was

also judged. The customer expectations were analyzed thoroughly. Major factors considered

in research are: what are the needs of the companies based on the data services usage, major

player in internet services, and support to customers. The research was conducted on

companies mainly from Industries like IT, Education, Manufacturing and others which are

located in Pune city. It is clear from the survey done that Reliance & Tata are Leading

Internet service Provider; they are providing products like Data Card, Broadband etc to the

corporate end users. Most of the companies are getting internet speed form 1MBPS-4MBPS.

Most of the companies are having good perception about 4 G and are willing to switch to it

from their current service provider. Speed of 4G is around than 30 to 35 MBPS, is going to

boom the Market. Because majority of the companies are facing Speed problem with their

current ISP.

4G spectrum is a research item for next-generation wide-area cellular radio, which focuses on

4G technologies, 4G networks and 4G systems. 4G technologies shall include three basic

areas of connectivity which are personal area networking (such as Bluetooth), local high-

speed access points on the network such as wireless technologies and cellular connectivity.

At the moment, many companies have established projects for 4G systems development.

4G can provide services for a wide range of speed facility that support global roaming and

each company will be able to interact with internet-based information and available in every

part of country.

42

In this literature review. The consumer perceptions about 4G services in Pune. The

objectives of the study was (1) to find the most influencing factor in selection of service

provider, and (2) to measure customer perception and satisfaction as regards the 4G service

provided. The study on a 4G indicated that some problems exist that deserve the attention of

the company. The company needs to bridge the gap between the services promised and 4G

services offered. And to conclude, “Delivering service without measuring the impact on the

customer is like driving a car without a windshield”

.

At 4G, the Company has always sought to enhance value for you as a customer by providing

you the most relevant and easy to use services through innovation and by harnessing the

latest developments in technology. In line with this strategy, constantly introduced 4G

innovative services to suit customer unique needs and wants. These 4G trends in the market

and among customers generate a demand for high speed and more rapidly changing services

and also expectation for a different approach to technology development.

As well as imposing requirements in terms of 4G technology development, trends such as

mass individualization call for a responsive answer to a sharply increasing market demand.

Successful growth and diffusion of 4G services is focusing customer satisfaction on how

mobile relates to 4G networks. Accordingly, it is necessary for company to review current

frameworks in those instances where changes might impede the offering of certain aspects.

Consumer perception about 4G much more volatile, much less predictable and increasingly

concerned with instant gratification. The expectation is that in due course this trend towards

individualization will become a more important factor in the emerging markets too,

particularly in the every area. In future, 4G services over mobile networks and company need

to review current regulatory frameworks to enhance innovation and competition in the market

of these services.

Customer satisfaction is a measure of how 4G services supplied by a company meet customer

expectation. In today’s tough economic climate all companies need to improve efficiency

and, even in midsize firms that usually mean coordinating large quantities of information.

43

However, technology and thinking has progressed and, many of user nowadays using 4G

services. Customer satisfaction is defined as a customer’s overall evaluation of the

performance of an offering to date. This overall satisfaction has a strong positive effect on

customer loyalty intentions across a wide range of 4G service s.

Many companies have been gaining rising popularity due to the advances in 4G technologies

and the large increase in the number of its users. The companies that expand beyond services

and develop a content distribution platform will win customers’ expectation. Companies

could not follow constant rules to be successful in potential markets. There is not a list of

actions that lead companies to more profit or more customer satisfaction. Because 4G

services are increasingly spread out all over India. And every customer are preferred these 4G

services.

This satisfaction has positive influences on retaining customers among different variety of

4G services. Satisfaction refers to achieving the things we want. If satisfaction interprets as

"not going wrong" the firm should decrease complaint which by its own is not sufficient. In

order to satisfy customers, company should improve its 4G services. Customers with less

expectation are more satisfied; companies by adding innovative 4G features would easily

increase customer satisfaction. Customer retention is directly influenced by customer

satisfaction. Retention is a major challenge particularly in internet based services, as

customers can easily switch from one service to another at low cost. Customer satisfaction is

the key factor determining how successful the company will be in competitive market;

therefore it is very important to measure it.

To better manage customer satisfaction, company spend millions on effectively tracking the

methods that guarantee customer satisfaction, because the quantitative measurement of

customer satisfaction is a great help for comprehensively measuring the effect of 4G on

customer satisfaction.

Customer satisfaction, as we discussed before, has the most important effect on customer

perception and in order to narrowing down we focus on 4G service as one of the customer

44

satisfaction’s factors. The aim of the company is to find the most important service

dimensions that affect customer satisfaction.

To have a thorough satisfaction firstly the company is needed to bring satisfied customers

which leads to loyal customers and by preparing all this, good services would be followed

which influenced on Customer satisfaction and make them loyal in future.

45

INTRODUCTION TO THE PROBLEM

46

INTRODUCTION TO THE PROBLEM

Even though the sector has reflected promising growth, the teledensity in India still remains

at a very low level compared with international standards and thus providing tremendous

opportunity for future growth. In the medium-term, the industry is expected to continue to

record good subscriber growth as a result of low penetration levels, heightened competition; a

sustained fall in minimum subscription cost and tariff that increase affordability for lower-

income rural users, expansion of coverage area by mobile operators, and government support

through schemes such as the rural infrastructure roll out funded by subsidies from the

Universal Service Obligation (USO) Fund. The Indian telecom sector offers unprecedented

opportunities in various areas, such as rural telephony, 4G, virtual private network, value-

added services, et al. Nonetheless, the lack of telecom infrastructure in rural areas and falling

ARPU of telecom service providers could inhibit the future growth of the industry

Rapidly Falling ARPU (Average revenue per user)The competitive intensity in the telecom industry in India is one of the highest in the world

and has lead to sustained fall in realization for the service providers. Intense competitive

pressure and cut throat pricing has resulted in declining ARPUs. With increasing number of

new entrants in the telecom space the competitive intensity is likely to continue, putting

further downward pressures on the telecom tariffs. Thus, the telecom companies might have

to grapple with further decline in ARPUs, going forward.

Further, with the telecom companies moving their focus to the rural areas for driving the

future subscriber growth they might not witness a commensurate increase in revenues. In

fact, the risk of steep decline in ARPUs will increase going forward as the telecom companies

penetrate rural markets that are characterized by higher concentration of low-income, low-

usage customers. A higher-than-expected decline in ARPU poses a risk of reduction in

margins of service providers. Alternatively, telecom operators are turning their focus to

steadily increasing the minutes of usage (MoU) to counter the sustained fall in ARPUs.

Likewise, the growth of the VAS is also crucial for some improvement in the ARPUs of

operators

47

Lack of Telecom Infrastructure

Lack of telecom infrastructure in semi-rural and rural areas could be one of the major

hindrances in tapping the huge rural potential market, going forward. The service providers

have to incur a huge initial fixed cost to enter rural service areas. Further, as many rural areas

in India lack basic infrastructure such as road and power, developing telecom infrastructure in

these areas involve greater logistical risks and also extend the time taken to roll out telecom

services. The lack of trained personnel in the rural area to operate and maintain the cellular

infrastructure, especially passive infrastructure such as towers, is also seen as a hurdle for

extending telecom services to the under penetrated rural areas.

Rural Areas Continue to Remain Under PenetratedA rural teledensity of merely 15% point towards the fact that a majority of Indian population

still do not have access to telecom services. The rural India seems to have remained

untouched by the telecom revolution witnessed in the last few years. A huge 'digital divide',

which is reflected by the enormous difference of 74% between the urban and rural

teledensity, reiterates this fact.

However, with the urban markets reaching a saturation point, the telecom service providers

are penetrating rural areas for driving future growth. Thus, the service providers entering new

rural markets might witness substantial increase in subscriber base. The expansion in the rural

areas, however, has increased the risk of further decline in the ARPUs. Nonetheless the

revenue growth from these regions is unlikely to match the surge in the subscriber base.

Excessive Competition

Another major concern that has come to the forefront in the recent past has been heightened

competitive intensity in the industry that has correspondingly fuelled the price war between

industry players. The Indian wireless market is one of the world’s most competitive markets,

with 12 operators across 23 wireless ‘circles’ and 6 to 8 competing operators in each circle.

The auction of new 4G licenses and the introduction of mobile number portability (MNP) are

likely to heat up competition in the industry, going forward.

48

Spectrum is the most important resource that is required for providing mobile services. Given

that spectrum is a finite resource, the availability of the same would be inversely proportional

to the number of operators. Thus, larger the number of service providers smaller will be the

amount of spectrum available to each of them.

Scarcity of spectrum leads to higher capex on deployment of mobile networks for the

operators as they need more cell sites to improve service quality. Further the growing usage

of spectrum and the resultant scarcity may lead to re-use of spectrum and increase chances of

congestion in networks leading to constraints on service quality.

Evidently, the competition in the industry is expected to intensify further with the entry of

new players, both domestic as well as foreign players. With the competitive intensity of the

industry already at such high levels new operators might find it difficult to gather significant

share in Indian telecom market. While the new players may benefit from a faster network

rollout through tower sharing, they will face challenges in terms of high subscriber

acquisition costs and lower ARPU customers.

Lower Broadband PenetrationThe Indian economy remains highly underpenetrated in terms of broadband connections.

High cost of devices (PC and laptop), high internet charges and lower wire line connections

have been some of the major factors inhibiting broadband penetration. Broadband is one of

the key catalysts for economic development and major initiatives by both the government and

service providers are needed to increase its penetration.

Spectrum Allocation4G Spectrum availability is one of the major concerns for the industry. Lack of adequate

spectrum which is the most integral part of the mobile telephony sector could hamper its

growth severely. However, the spectrum allotment has been the most controversial issues in

the Indian telecom sector.

The smooth process of scheduled 4G spectrum allocation is likely to be one of the key factors

affecting the industry dynamics, going forward. Given the highly-competitive nature of the

Indian telecom industry on one hand, and limited licenses in the 4G network on the other, the

risk of excessive biding by the service providers has increased. Irrational bidding, especially

in some circles, might render 4G services financially-unviable. Further, there exists a risk of

49

delay in allotment of proposed spectrum to the service providers who have successfully bid

for the 4G spectrum

Other Growth Inhabiting FactorsWhile the implementation of mobile number portability is likely to aid improvements in

quality of service, it is also likely to increase the churn out ratio significantly. The service

providers are likely to turn to the VAS as a service differentiator; however, widespread VAS

deployment is restricted due to language and illiteracy.

The deployment of 4G services is likely to help the emergence of new VAS. Mass acceptance

will be crucial for the success of 4G services in India. Comparatively higher cost of handsets

required for accessing 4G services is likely to be one of the major roadblocks in mass 4G

adoption in India.

50

SCOPE OF THE STUDY

51

SCOPE OF STUDY

This study covers customers about Reliance JIO in the areas of Patan

The study makes effort to ascertain the satisfaction level of customer of Reliance JIO.

Through survey so that company would be able to come up to the expectation level of its

customer.

The company can come up to the expectation only by finding out the problem that customer

are facing during their purchase of Reliance JIO products.

The subject has been taken for the research as it plays key role in the success of Telecom

sector.

No company can think of selling their product without having satisfied customer. No

company can survive in long run without coming up to the satisfaction level of customer.

In short it is the level of satisfaction that is link between end-user and company. As long as

the company is able to satisfy its customer, customer would remain in the bracket of loyal

customer.

Hence it is very essential to understand the customer satisfaction and to measure the

satisfaction level time to time as there is always scope of improvement.

The research will also be beneficial in analyzing the overall market position of the company

and measures which should be adopted by the Reliance JIO to increase their market share in

the region of Patan.

52

OBJECTIVE OF THE STUDY

53

OBJECTIVE OF THE STUDY

1. To study of customer satisfaction level on Reliance JIO products & services.

2. To find the market potential and market penetration of Reliance JIO products & services

offerings in Patan.

54

RESEARCH METHODOLOGY

55

RESEARCH DESIGN: The purpose of the methodology is to design the research procedure. This includes the overall

design, the sampling procedure, the data collection method and analysis procedure.

Marketing research is the systematic gathering recoding and analyzing of data about problem

retaining to the marketing of goods and services.

The essential purpose of marketing research is to provide information, which will facilitate

the identification of an opportunity of problem situation and to assist manager in arriving at

the best possible decisions when such situations are encountered.

Basically there are two types of researches, which according to their applicability, strength,

weaknesses, and requirements used before selecting proper type of research, their suitability

must be seen with respect to a specific problem two general types of researches are

exploratory and conclusive.

1] Conclusive Research: It is also known as quantitative research; it is designed to help executives of action that is to

make decision.

When a marketing executive makes a decision are course of action is being selected from

among a number of available. The alternatives may be as few as two or virtually infinite.

They may be well defined or only vaguely glimpsed.

Conclusive research provides information, which helps the executives make a rational

decision. In some instances, particularly if any experiment is run, the research may come

close to specifying the precise alternatives to choose, in their cases especially with descriptive

studies the research will only particularly clarify the situation and much will be left to the

executive’s judgment.

The type of research here is “Descriptive Research Design”. This kind of design is used for

more precise investigation or of developing the working hypothesis from an operational point

of view. It has inbuilt flexibility, which is needed because the research problem, broadly

defined initially, is transformed into one with more precise meaning in exploratory studies,

which in fact may necessitate changes in research procedure for gathering relevant data.

56

The characteristic features of research are as follows: –

Flexible Design

Non-Probability Sampling Design

No pre-planned design for analysis

Unstructured instruments for collection of data

No fixed decisions about the operational procedures

Sample Size

Sample size refers to the numbers of respondents researcher have selected for the

survey.

I have selected 300 sample units from market and individual customers.

Sampling Technique

The sample design provides information on the target information and final sample

sizes. I used conveyed convenient sampling surveyed in research.

Sampling Area:

While conducting sample, I went many places of Patan areas-Railway road,

H.N.G.U, T.S.R colleague, Palika Bazaar etc.

Data collection tool

I have used Questionnaire, as the research instrument to conduct the market survey. The

questionnaire consisted closed ended questions designed in such a way that it should gather

maximum information possible.

57

The questionnaire was a combination of 15 questions. If choices are given it is easier for the

respondent to respond from the choices rather they think and reply also it takes lesser time.

Because the keep on responding and one has tick mark the right choice accordingly.

Data was collected through two sources:

Primary Source: Primary data was collected directly from the customers through a

questionnaire.

Secondary Source: The secondary source was the company website and my colleagues.

Method of samplingConvenient sampling is used to do sampling as all the customers in the sites are Surveyed.

Data AnalysisData analysis was done mainly from the data collected through the customers. The data

Collected from secondary sources is also used to analyse on one particular parameter.

Qualitative analysis was done on the data collected from the primary as well as secondary

Sources.

58

DATA ANALYSIS AND

INTERPRETATION

59

TABLE Age group of respondents

Age % of respondents No. of respondents

20-25 20% 60

25-30 26.66% 80

30-35 30% 90

Above 35 23.33% 70

20.00%

26.66%

30.00%

23.33%

Sales

20-2525-3030-35Above 35

INTERPRETATION: 20% of the respondents are between the age group 20 – 25.

26.66% of the respondents are between the age group 25 – 35.

30% of the respondents are between the age group 30 – 35.

23.33% of the respondents are above 35 years of age.

60

TABLE

Occupation of the respondents

Occupation % of respondents No. of respondents

Students 16.66% 50

Business man 26.66% 30

Private employees 30% 90

Govt. employees 26% 80

16.66%

26.66%

30.00%

26.00%

Sales

StudentsBusiness manPrivate employeesGovt. employees

INTERPRETATION: 16.66% of the respondents are Students.

26.66% of the respondents are Businessmen.

30% of the respondents are from Private employees.

61

26% of the respondents are Govt.Services

TABLE 1:1. Do you have a mobile phone?

A). Yes

B). No

Mobile users % of respondents No. of respondents

Yes 100% 300

No 0% 0

INTERPRETATION: 100% of the respondents are Mobile users.

100%

Sales

YesNo

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TABLE 2:2. Are you aware about Reliance JIO?

A) Yes

B) No

Awareness % Of respondents No. of respondents

Yes 93.33% 280

No 6.66% 20

93.33%

6.66%

Sales

yesNo

INTERPRETATION: 93.33% of respondents are aware about Reliance JIO.

6.66% of respondents are not aware about Reliance.

63

TABLE 3:3. Which operator’s service do you use?

A). Airtel

B). Reliance JIO

C). Idea

D). Vodafone

Operator user % of respondents No. of respondents

Airtel 30% 90

Reliance JIO 23.33% 80

Idea 20% 60

Vodafone 26.66% 70

30.00%

23.33%20.00%

26.66%

Sales

AirtelReliance JIOIdeaVodafone

INTERPRETATION 30% of respondents are Airtel users

23.33% of respondents are Reliance JIO users.

20% of respondents are Idea users.

64

26.66% of respondents are Vodafone users

TABLE 4: 4. What is your average monthly expenditure on mobile (in RS)?

A). Rs100-Rs200

B). Rs200-Rs300

C). Rs300-Rs400

D). Above Rs500

Expenditure (Rs) % of respondents No. of respondents

Rs100-Rs200 35.71% 100

Rs200-Rs300 32.14% 90

Rs300-Rs400 28.57% 80

Above Rs500 10.71% 30

35.71%

32.14%

28.57%

10.71%

Sales

Rs100-Rs200Rs200-Rs300Rs300-Rs400Above 500

INTERPRETATI

ON: 35.71% of respondents are monthly expenditure on mobile.

32.14% of respondents are monthly expenditure on mobile.

28.57% of respondents are monthly expenditure on mobile.

65

10.71% of respondents are monthly expenditure on mobile

TABLE 5:5. From which source you came to know about Reliance JIO?

A). News paper

B). Advertisement

C). Mouth publicity

D). Hoardings

Sources % of respondents No. of respondents

News paper 32.14% 90

Advertisement 21.42% 60

Mouth publicity 28.57% 80

Hoarding 17.85% 50

32.14%

21.42%

28.57%

17.85%

Sales

News paperAdvertisementMouth publicityHoarding

INTERPRETATI

ON: 32.14% of respondents are known by News paper.

21.42% of respondents are known by Advertisement.

66

28.57% of respondents are Mouth publicity.

17.85% of respondents are Hoardings.

TABLE 6:6. Since how long you are using Reliance JIO services?

A). Less than one month

B).2-3 months

C). 4-5 months

D). Non user

Users % of respondents No. of respondents

Less than one month 42.85% 30

2-3 months 35.71% 25

4-5 months 14.28% 15

Non users 0% 0

42.85%

35.71%

14.28%

Sales

Less than one month2-3 months4-5 monthsNon users

INTERPRETATION: 42.85% of respondents are user of

35.71% of respondents are user of 2-3 months.

14.28% of respondents are user of 4-5 months.

67

0% of respondents are Non user.

TABLE 7:7. Which feature of Reliance jio convinced you to use this?

A). Connectivity

B). Schemes

C). Advertisements

D).Goodwill

Convincing factor % of respondents No. of respondents

Connectivity 21.42% 15

Scheme 57.14% 40

Advertisement 14.28%% 10

Goodwill 7.14% 5

21.42%

57.14%

14.28%

7.14%

Sales

ConnectivitySchemeAdvertisement

INTERPRETATION: 21.42% of respondents are convinced with connectivity.

57.14% of respondents are convinced with scheme.

14.28% of respondents are convinced with Advertisement.

68

7.14% of respondents are convinced with good.

TABLE 8:8. Which service do you like most while using the Reliance jio services?

A). Data services

B). Call rate

C). Network coverage

D). Value added services

services % of respondents No. of respondents

Data services 50% 35

Call rate 28.57% 20

Network coverage 14.28% 10

Value added services 7.14% 5

50.00%

28.57%

14.28%

7.14%

Sales

Data servicesCall rateNetwork coverageValue added services

INTERPRETATION: 50% of respondents are in favor of Data services.

28.57% of respondents are in favor of Call rates.

14.28% of respondents are in favor of Network coverage.

7.14% of respondents are in favor of Value added service.

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TABLE 9:9) Why did you choose this service provider?

A).Unlimited calling services

B).Unlimited Data services

C).Unlimited sms services

D).All services

14.28%

35.71%

7.14%

42.85%

Sales

Unlimited calling servicesUnlimited Data servicesUnlimited sms servicesAll services

INTERPRETATION: 14.28% of respondents are chosen to Unlimited calling services.

35.71% of respondents are chosen to Unlimited Data services..

7.14% of respondents are chosen to Unlimited Sms services..

Choose the service % of respondents No. of respondents

Unlimited calling

services

14.28% 10

Unlimited Data

services

35.71% 25

Unlimited sms services 7.14% 5

All services 42.85% 30

70

42.85% of respondents are chosen to all services.

TABLE 10:10. Do you call at customer care?

A). Yes

B). No

Respondents % Of respondents No. of respondents

Yes 100% 70

No 0% 0

If yes, how often you call at customer care?

A). Daily

B). Once in week

C). Once in month

D). Rarely

Customer call % of respondents No. of respondents

Daily 28.57% 20

Once in week 50% 35

Once in month 14.28% 10

Rarely 7.14% 5

71

29%

50%

14%

7%

Sales

DailyOnce in weekOnce in monthRarely

INTERPRETATION: 28.57% of respondents are made call customer care daily.

50% of respondents are made call customer care weekly.

14.28% of respondents are made call customer care monthly.

7.14% of respondents are made call customer care rarely.

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TABLE 11:11. for what reason do you call customer care?

A). Value added services

B). Information regarding new schemes

C). Complaints

D). other queries

Reason % of respondents No. of respondents

Value added services 21.42% 15

Schemes 57.14% 40

Complaints 7.14% 5

Queries 14.28% 10

21.42%

57.14%

7.14%

14.28%

Sales

Value added servicesSchemesComplaintsQueries

INTERPRETATION: 21.42% of respondents are made call for value added services.

57.14% of respondents are made call for new schemes.

7.14% of respondents are made call for complaints.

14.28% of respondents are made call for other queries.

TABLE 12:

73

12. Are you satisfied with Reliance JIO services?

A). Yes

B). No

Satisfaction level % Of respondents No. of respondents

Yes 71.42% 50

No 28.57% 20

71.42%

28.57%

Sales

yesno

INTERPRETATION: 71.42% of respondents are satisfied.

28.57% of respondents are not satisfied.

TABLE 13:

74

13. What should be improved in Reliance JIO services

A). Improve in Network coverage

B). Remove calling congestion

C). Upgrade in Android version

D). Others

Improvement % of respondents No. of respondents

Improve in Network

coverage

9% 10

Remove calling

congestion

8% 7

Upgrade in Android

version

2% 3

Others 1% 2

9%

8%

2%1%

Sales

Improve in Network cov-erageRemove calling congestionUpgrade in adroid versionOthers

INTERPRETATION: 9% of respondents are dissatisfied with poor network coverage.

8% of respondents are dissatisfied with call drop.

2% of respondents are dissatisfied with old version.

75

1% of respondents are dissatisfied others.

TABLE 14:14. Would you like to recommend others?

A). Yes

B). No

Recommendation % Of respondents No. of respondents

Yes

85.14%

60

No 14.28% 10

0.8514

14.28

Sales

yesNo

INTERPRETATION:

76

85.14% of respondents are recommended others.

14.28% of respondents are not recommended others.

TABLE 15:15. Rate the following Reliance JIO services on basis of your satisfaction?

Services Excellent Very

good

Fairly

good

Average Poor

Network

coverage

Data service

Calling service

Value added

services

Customer care

New schemes

and offers

77

FINDINGS

FINDINGS

78

The following are the findings of the study.

1. While conducting the survey, I found that most of 71.23% respondents are satisfied with

Reliance JIO, and 29.77% of respondents are not satisfied. Because still they have network

problem in deep rural areas.

2. Reliance JIO has wide market captured in Muradnagar.LYF handsets are highly demanded

in the market by its customers.

3. Most of the customers are preferred to buy and utilize the LYF handsets because its

demand is very high in the area of Patan.

4. Customers are satisfied the 4G unlimited services as comparison to others services.

5. Reliance JIO is the market leader in Patan areas, all the customers are preferred its

products & services.

6. Reliance JIO is enhanced the potential market share in Patan.

7. Highly competition among other mobiles Samsung, Redmi, HTC. But LYF handsets are

more preferred by the customers.

8. Wide network coverage is available in Patan areas.

9. LYF handsets are highly selling products in Patan. Because unlimited 4G schemes are

considered by customers.

At last it can be said that there are a lot of scope of Reliance jio market in near future

79

LIMITATIONS

LIMITATIONS

80

1. The first problem I faced is in getting the co-operation of the customers. Many of the

respondents I approached did not agree to the need and utility of the project and hence did not

agree to provide me with information.

2. The behavior of the customer is unpredictable which may result in the lacking of accuracy in

the data.

3. As the sample size of the survey was so small and comprise of only 300 customers, the

results may have some prone to errors.

4. Study accuracy totally based upon the respondents response.

5. Stipulated short span of time for survey.

81

CONCLUSION

CONCLUSION

82

Reliance JIO has become a very successful brand in India & providing customer satisfaction

is to be there main motive. It provides unlimited free calling and data services & SMS on the

move as people are more dependent on it in their daily lives like wide network coverage and

good 4G services. Because 3G services was unable to meet our customer needs and wants.

That’s why 4G has been evolved for Indian customers.

Reliance JIO possesses congestion free & wide network coverage, attractive 4G schemes &

customer services as well as lifetime roaming free services.

Providing customer satisfaction is the most crucial step of the company as they are to be

satisfied and provides Internet access on the move such as Wide network coverage and good

4G services as they are important and technology advanced stuff required by almost

everybody in today’s environment,

Reliance JIO is a home brand company and a very emerging brand in India and will be

successful in overseas market in upcoming years. It possesses congestion free & wide

network, attractive 4G schemes & customer services to cover one of the widest areas.

From the details it can be concluded that 80% of Reliance JIO users preferred to remain with

Reliance JIO and fully satisfied. Also good number of customers who are willing to switch

from their respective subscribers showed interest in Reliance JIO. Reliance JIO is capturing

the wide area of Indian markets increasingly day by day. Hence, these statistics imply a

bright future for the company. It can be said that in near future, the company will be booming

in the telecom industry.

SUGGESTIONS

83

SUGGESTIONS

84

1. In today’s era the Reliance JIO must focus on rural areas to get the people attention and

gather the rural people interest. Because most of rural people are not having the knowledge

about Reliance JIO.

2. Spread out the awareness about Reliance JIO in deep rural areas.

3. Replenish the products on Retailer’s shop on right time, where it is lacking.

4. Remove (exterminate) the problem of calling congestion & call drop.

5. Make the advertisement of Reliance JIO by putting hoardings, boards, posters, and neon

(electric) sign boards in every areas. It should be highlighted punch line”LYF DEKHO LYF

JAISI”.

6. Get the feedback from existing customers about Reliance JIO and take the reference for

making new customers.

8. We should try building a good relationship with all retailers, praise, recognition & honor

on several occasions for our retailers would help a lot.

9. The customer care people and also employees in Reliance JIO should try to convey brand

Reliance JIO while talking to people.

10. Enhance the market penetration & shares in every market and give the high competition

to others company.