A

SUMMER INTERNSHIP PROJECT (SIP)

ON

“Kapurthala Industrial Corporation”

Submitted for partial fulfillment of requirement for the award of degree

Of
Bachelor of Business Administration

SUBMITTED BY:

Ketan

UID:

22BBA11602

Semester: BBA V

Submitted To.

Ms. Harpominder Jit Kaur

(Assistant Proffesor)

At
University school of Business
Chandigarh University, Mohali
Year : 2023-2024
i
 STUDENT DECLARATION

This is to declare that this Summer Training Project report on “Kapurthala Industrial

Corporation” is a record of genuine work done by me under the guidance of Dr. Syed

Sajid Hussain, Management faculty (CU) in the partial fulfillment of the requirement for

Bachelor of Business Administration.

I declare that this Research project report is original and not submitted to any other

university before.

Ketan

ii
 CERTIFICATE BY GUIDE

This to certify that the report of the project submitted is the outcome of the project work
entitled "A Kapurthala Industrial Corporation" carried out by Mr. Ketan bearing UID:
22BBA11602 Carried by under my guidance and supervision for the award of Degree in
Bachelor of Business Administration of Chandigarh University To the best of my
knowledge the report
i) Embodies the work of the candidate him/herself,

ii) Has duty been completed,

iii) Fulfils the requirement of the ordinance relating to the BBA degree of the University
and

iv) Is up to the desired standard for the purpose of which is submitted.

Name of faculty guide

Dr. Syed Sajid Hussain

(Assistant Professor)

iii
iv
 ACKNOWLEDGEMENT

A formal statement of acknowledgement will hardly meet the ends of justice in the matter

of expressing my deep sense of gratitude and obligation to Dr. Syed Sajid Hussain

(Assistant Professor CU) and all those who helped me in the completion of this project

report.

First, I am deeply grateful to my project guide, Mr. Shekhar Chauhan (Jio Centre

Manager) Reliance Jio Infocomm Ltd., Jawahar Nagar, Kota who helped me with full

devotion and always supported me earnestly whenever it was needed. Without his

guidance, mental & moral support and academic inputs this report was not possible.

My friends have been biggest support for me at every juncture of life. They manifested

their great interest in my research work also and always tried to make things easy for me.

A word of gratitude goes to my family members whose love; affection and understanding

have enabled me to complete this endeavour with ease.

At the end, I thank to Almighty for giving me courage and strength to conduct this project

report.

Ketan

v
 Table of Contents

i. Title Page i

ii. Declaration ii

iii. Certificate By Guide iii

iv. Completion certificate by company iv

v. Acknowledgement v

vi. Table of contents vi

Chapter 1: Introduction 1-28

Chapter 2: Review of Literature 29-33

Chapter 3: Research Methodology 34-37

Chapter 4: Data Analysis and Interpretation 38-53

Chapter 5: Conclusion and Suggestions 54-56

Bibliography and References 57

vi
 CHAPTER-1
INTRODUCTION

1
 EXECUTIVE SUMMARY

This Summer Training project report is based on telecom sector as the telecom sector is

growing at a very good pace.

This project titled on “Kapurthala Industrial Corporation” is being conducted to

identify factors and provide revolutionary 4G LTE coverage and high- speed Wi-Fi

services of Reliance JIO at all parts of Kota city.

RJIL (Reliance Jio Infocomm Ltd.) has successfully demonstrated legal interception and

monitoring rules compliance of its 4G network for high-speed wireless internet, phone

calls, video and messaging service across country.

To identify all the below buildings in work scope area and establish contacts with

the building owner/association and explain them the benefits of high-speed

internet and 4G connectivity.

 All G+5 (ground floor +five floors) and above buildings

 Shopping malls

 Hospitals

 Hotels

 Colleges

To capture all the details of the building. The variables are involved in this project

1. Area
2. Address
3. Building Name
4. Number of Floors
5. Type (commercial, residential, both, Hotel, Hospital)
6. Latitude &Longitude {By using Smart phone app}
7. Number of Home passes

2
 1.1 COMPANY PROFILE

RELIANCE JIO

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.

3
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.

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 fibre 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 telcos, said the company executive

quoted above. Monopoles, or ground-based masts (GBMs), are expected to double up

as street lights and surveillance systems, and provide real-time monitoring of traffic and

advertising opportunities.

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.

4
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 telcos such as Bharti Airtel Ltd, Vodafone India Pvt Ltd and Idea Cellular Ltd.

Jio's headquarters in RCP, Navi Mumbai

Formerly called  Infotel Broadband Services Limited (2009 - 2013)

 Reliance Jio Infocomm 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)
Mobile telephony, broadband, Wifi,Router and 4G Data
Products services

Jio Apps

MyJio, JioChat, JioPlay, JioBeats, JioMoney, JioDrive,

JioOnDemand, JioSecurity, JioJoin, JioMags,
JioXpressNews, Jionet WiFi
Parent Reliance Industries

Subsidiaries LYF
www.jio.com
Website

5
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 or Ms. Isha Ambani is involved in branding and

marketing. And the key people are Sanjay Mashruwalla (Managing Director), Jyotindra

Tacker (Head of IT).

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

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

over 5,00,000 direct and indirect jobs.

"Digital India as company has seen

empowers them to fulfil their

aspirations.Reliance JIO has invested over

Rs. 2,50,000 crores across the Digital

India pillars," Ambani said, adding: "I

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

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

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

plays. 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,

6
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 continuing as RIL's telecom subsidiary, Infotel Broadband Services

Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in January 2013.

Acquisition & Subsidiaries:

 Acquired Infotel Broadband Services Limited in 2010.

 Technology - Rancore Technologies

 ILD & NLD - Infotel Telecom.

Agreements:

 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)

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  A key agreement for international data connectivity with Bharti to utilise

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.

 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.

8
 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

9
by consumers and small businesses .The initiatives are truly aligned with the Government

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

• Digital Healthcare

• Affordable Devices

• Jio Drive

• Digital Education

• Digital Currency

• Digital Entertainment and social connectivity

Jionet WiFi

Prior to its pan-India launch of 4G data and telephony services, Jio has started providing

free Wi-Fi hotspot services in cities throughout India including Ahmedabad and Surat in

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

Mumbai in Maharashtra, Kolkata in West Bengal, Lucknow in Uttar Pradesh,

Bhubaneswar in Odisha, Mussoorie in Uttarakhand, Collectorate's Office in Meerut, and

at MG Road in Vijayawada among others.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

10
 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

 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 Wifi Router

Jio preview offer for hp laptops:

 3 Months Free Unlimited 4G Internet (Connected with

31 Devices)

 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.

 3 Months Free Unlimited 4G Internet in LYF smartphones and others all

4G smarthphones (Samsung,Micromax,Karbon,Lava,HTC,Gioni etc.)

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  3 Months Free Unlimited Calling (At any network)

 3 Months Free Unlimited SMS

 Life time Roaming Free (All over India)

 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.

12
 1.1 INDUSTRY PROFILE

Introduction To Telecom Industry

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.

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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, 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.

14
MAJOR PLAYERS

There are three types of players in telecom services:

• -State owned companies (BSNL and MTNL)

• -Private Indian owned companies (Reliance Jio Infocomm,)

• -Foreign invested companies (Hutchison-Essar, Bharti Tele-

Ventures, Escotel, Idea Cellular)

BSNL

On October 1, 2000 the Department of Telecom Operations, Government of India became

a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL). BSNL is now

India’s leading telecommunications company and the largest public sector undertaking. It

has a network of over 45 million lines covering 5000 towns with over 35 million

telephone connections. The state-controlled BSNL operates basic, cellular (GSM and

CDMA) mobile, Internet and long distance services throughout India (except Delhi and

Mumbai). BSNL will be expanding the network in line with the Tenth Five-Year Plan

(1992-97). The aim is to provide a telephone density of 9.9 per hundred by March 2007.

BSNL, which became the third operator of GSM mobile services in most circles, is now

planning to overtake Bharti to become the largest GSM operator in the country. BSNL is

also the largest operator in the Internet market, with a share of 21 per cent of the entire

subscriber base

BHARTI

Established in 1985, Bharti has been a pioneering force in the telecom sector with many

firsts and innovations to its credit, ranging from being the first mobile service in Delhi,

first private basic telephone service provider in the country, first Indian company to

provide comprehensive telecom services outside India in Seychelles and first private

sector service provider to launch National Long Distance Services in India. Bharti Tele-

15
Ventures Limited was incorporated on July 7, 1995 for promoting investments in

telecommunications services. Its subsidiaries operate telecom

services across India. Bharti’s operations are broadly handled by two companies: the

Mobility group, which handles the mobile services in 16 circles out of a total 23 circles

across the country; and the Infotel group, which handles the NLD, ILD, fixed line,

broadband, data, and satellite-based services. Together they have so far deployed around

23,000 km of optical fiber cables across the country, coupled with approximately 1,500

nodes, and presence in around 200 locations. The group has a total customer base of 6.45

million, of which 5.86 million are mobile and 588,000 fixed line customers, as of January

31, 2004. In mobile, Bharti’s footprint extends

across 15 circles.

Bharti Tele-Ventures' strategic objective is “to capitalize on the growth opportunities the

company believes are available in the Indian telecommunications market and consolidate

its position to be the leading integrated telecommunications services provider in key

markets in India, with a focus on providing mobile services”.

RELIANCE JIO INFOCOM

Reliance is a $16 billion integrated oil exploration to refinery to power and textiles

conglomerate (Source: http://www.jio.com/newsitem2.html). It is also an integrated

telecom service provider with licenses for mobile, fixed, domestic long distance and

international services. Reliance Infocomm offers a complete range of telecom services,

covering mobile and fixed line telephony including broadband, national and international

long distance services, data services and a wide range of value added services and

applications. Reliance Jio India Mobile, the first of Infocomm's initiatives was launched

on December 28, 2002. This marked the beginning of Reliance's vision of ushering in a

16
digital revolution in India by becoming a major catalyst in improving quality of life and

changing the face of India. Reliance Jio Infocomm plans to extend its efforts beyond the

traditional value chain to develop and deploy telecom solutions for India's farmers,

businesses, hospitals, government and public sector organizations. Until recently,

Reliance was permitted to provide only “limited mobility” services through its basic

services license. However, it has now acquired a unified access

license for 18 circles that permits it to provide the full range of mobile services. It has

rolled out its CDMA mobile network and enrolled more than 6 million subscribers in one

year to become the country’s largest mobile operator. It now wants to increase its market

share and has recently launched pre-paid services. Having

captured the voice market, it intends to attack the broadband market.

VODAFONE IDEA

Hutch’s presence in India dates back to late 1992, when they worked with local partners

to establish a company licensed to provide mobile telecommunications services in

Mumbai. Commercial operations began in November 1995. Between 2000 and March

2004, Hutch acquired further operator equity interests or operating licences. With the

completion of the acquisition of BPL Mobile Cellular Limited in January 2006, it now

provides mobile services in 16 of the 23 defined licence areas across the country. Hutch

India has benefited from rapid and profitable growth in recent years. it had over 17.5

million customers by the end of June 2006.

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Telecom Policy Environment

Indian telecommunications today benefits from among the most enlightened regulation in

the region, and arguably in the world. The sector, sometimes considered the “poster-boy

for economic reforms,” has been among the chief beneficiaries of the post-1991

liberalization. Unlike electricity, for example, where reforms have been stalled,

telecommunications has generally been seen as removed from “mass concerns,” and thus

less subject to electoral calculations. Marketoriented reforms have also been facilitated by

lobbying from India’s booming technology sector, whose continued success of course

depends on the quality of communications infrastructure. Despite several hiccups along

the way, the Telecom Regulatory Authority of India (TRAI), the independent regulator,

has earned a reputation for transparency and competence. With the recent resolution of a

major dispute between cellular and fixed operators (see below), Indian

telecommunications, already among the most competitive markets in the world, appears

set to continue growing rapidly. While telecom liberalization is usually associated with

the post-1991 era, the seeds of reform were actually planted in the 1980s. At that time,

Rajiv Gandhi proclaimed his intention of “leading India into the 21st century,” and carved

the Department of Telecommunications (DOT) out of the Department of Posts and

Telegraph. For a time he also even considered corporatizing the DOT, before succumbing

to union pressure. In a compromise, Gandhi created two DOT-owned corporations:

Mahanagar Telephone Nigam Limited (MTNL), to serve Delhi and Bombay, and Videsh

Sanchar Nigam Limited (VSNL), to operate international telecom services. He also

introduced private capital into the manufacturing of telecommunications equipment,

which had previously been a DOT monopoly. These and other reforms were limited by

the unstable coalition politics of the late 1980s. It was not until the early 1990s, when the

political situation stabilized, and with the general momentum for economic reforms, that

18
telecommunications liberalization really took off. In 1994, the government released its

National Telecommunications Policy (NTP-94), which allowed private fixed operators to

take part in the Indian market for the first time (cellular operators had been allowed into

the four largest metropolitan centers in 1992). Under the government’s new policy, India

was divided into 20 circles roughly corresponding to state boundaries, each of which

would contain two fixed operators (including the incumbent), and two mobile operators.

As ground-breaking as NTP-94 was, its implementation was unfortunately marred by

regulatory uncertainty and over-bidding. A number of operators were unable to live up to

their profligate bids and, confronted with far less lucrative networks than they had

supposed, pulled out of the country. As a result, competition in India’s telecom sector did

not really become a reality until 1999. At that time the government’s New

Telecommunications Policy (NTP-99) switched from a fixed fee license to a revenue

sharing regime of approximately 15%. This figure has subsequently been lowered (to

10%-12%), and is expected to be reduced even further over the coming years. Still, India

continues to derive substantial revenue from license fees ($800 million in 2001-2002),

leading some critics to suggest that the government has abrogated its responsibilities as a

regulator to those as a seller. Another, perhaps even more significant, problem with

India’s initial attempts to introduce competition was the lack of regulatory clarity. Private

operators complained that the licensor – the DOT – was also the incumbent operator. The

many stringent conditions attached to licenses were thus seen by many as the DOT’s

attempt to limit competition. It was in response to such concerns that the 9 government in

1997 set up the Telecom Regulatory Authority of India (TRAI), the nation’s first

independent telecom regulator.

19
New Telecom Policy

The New Telecom Policy (NTP) announced in 1999 modified the NTP, 1994 to take into

account the far-reaching technological development taking place in the telecom sector

globally and to implement the Government's resolve to make India a global IT

superpower. NTP, 1999 also seeks to solve problems arising out of the implementation of

NTP, 1994. The objective of the NTP 1999 are to:

 Make available affordable and effective communications for the citizens.

 Strive to provide a balance between the provision of universal service to all

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

capable of meeting the needs of the country's economy.

 Encourage the development of telecommunication facilities in remote, hilly and

tribal areas of the country.

 Create a modern and efficient telecommunications infrastructure taking into

account the convergence of IT, media, telecom and consumer electronics and

thereby propel India into becoming an IT superpower.

 Convert Public Call Offices (PCOs), wherever justified, into Public Teleinfo

centres offering multimedia services like Integrated Service Digital Network

(ISDN) services, remote database access, government and community information

systems etc.

 Transform in a time bound manner, the telecommunications sector to a greater

competitive environment in both urban and rural areas providing equal

opportunities and level playing field for all players.

 Strengthen research and development (R & D) efforts in the country and provide

an impetus to build world-class manufacturing capabilities.

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Reforms in the Telecom Sector

 Telecom equipment manufacturing was completely deregulated in 1991.

 Value added services, including cellular phone services, were thrown open to

private sector in 1992.

 The National Telecom Policy (NTP) allowing private sector participation in basic

services was announced in 1994.An independent regulatory authority called,

Telecom Regulatory Authority of India (TRAI), was set up in 1997.

 A new policy fo Internet Service Providers (ISPs) was announced in 1998,

opening the area to private sector providers. The policy was promotional in

nature. ISPs have been allowed to set up International Internet Gateways both

satellite and landing stations for Submarine Cable systems.

A new policy called New Telecom Policy (NTP), 1999 was announced replacing the

1994 policy.

 Migration from the regime of fixed license fee to a new regime of revenue share

was permitted in August, 1999

 The regulatory mechanism has been further strengthened through the TRAI

(Amendment) Act, 2000. The Act provides for establishment of a separate dispute

settlement mechanism called Telecom Dispute Settlement and Appellate

Tribunal.

 National Long Distance Service was opened for competition in August, 2000.

 Corporatisation of Department of telecommunication's operational network in to a

public company called Bharat Sanchar Nigam Ltd. from 1st October, 2000.

21
 Videsh Sanchar Nigam Ltd. (VSNL) and HTL limited have been disinvested.

22
  The Communication Convergence Bill 2001 was introduced in Lok Sabha and has

been referred to the Standing Committee of Parliament.

 Fourth Cellular Operator, one each in 4 metros and thirteen circles have been

permitted.

 Unrestricted entry in basic services allowed along with use of wireless in local

loop (WLL) access technology.

 Two categories of infrastructure Providers have been allowed to provide end to

end bandwidth and dark fiber, right of way, towers, duct space etc.

A look ahead

 According to Craig Wigginton, vice chairman and U.S. Telecommunications

leader, Deloitte & Touche 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

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

23
 1.3 PROBLEM IDENTIFICATION

Introduction of the Topic

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

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

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

companies both foreign, domestic, come into cellular service, service market and offers

large number of services to the people.

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

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

the marketing programmer ignoring the consumer preferences, he cannot possibly achieve

his ultimate objectives. A manufacturer must plan his production and distribution to suit

the consumer’s convenience rather than his own. Therefore a marketer must know more

and more about the consumers, so that the products can be produced in such a fashion to

give satisfaction to them.

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

24
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.

Introduction to the problem

Even though the sector has reflected promising growth, the tele density 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

25
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 realisation 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 characterised by higher concentration of

lowincome, 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.

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

26
towers, is also seen as a hurdle for extending telecom services to the under penetrated

rural areas.

Rural Areas Continue to Remain Under Penetrated

A 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 licences and the introduction of mobile

number portability (MNP) are likely to heat up competition in the industry, going

forward.

27
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 Penetration

The Indian economy remains highly underpenetrated in terms of broadband connections.

High cost of devices (PC and laptop), high internet charges and lower wireline

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.

28
Spectrum Allocation

4G 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 delay in allotment of proposed spectrum to the service

providers who have successfully bid for the 4G spectrum

Other Growth Inhabiting Factors

While the implementation of mobile number portability is likely to aid improvements in

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

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

VAS deployment is restricted due to language and illiteracy.

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

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

cost of handsets required for accessing 4G services is likely to be one of the major

roadblocks in mass 4G adoption in India.

29
 Chapter 2

REVIEW OF

LITERATURE

30
1. Naidu brahmani, Vamsi.S, (2017), “Customer satisfaction towards reliance jio: an
empirical study”, in their research paper focused in knowing the satisfaction level of
customers on the usage of jio sim and the reason behind their satisfaction and
dissatisfaction. Survey method is used to collect information from the
respondents.192 respondents were selected for the study using simple random
sampling.The results have stated that the respondents are not complete satisfied with
usage of jio sim

The strong reason behind their dissatisfaction is its speed i.e. the users are not
getting the same speed all the time. The other two more reasons identified are
compatibility of other sim cards, call connects, voice call connects. The reasons
where the customers are mostly satisfied are cost effectiveness, free calls, no
roaming providing free channels, providing free caller tunes, voice clarity etc. The
study suggested to improve the area were customers showed their dissatisfaction.

2. Sorna priya.R and Sathiya.M (2017)“Customer Satisfaction towards Reliance Jio

Network” conducted a research work with the aim of analysing the satisfaction level
of customers towards Jio network.50 respondents were selected using convenient
sampling metod. ANOVA,chi-square were used for analysis. The study found that
majority of the respondents (52%) are satisfied with Jio services. Most of the
respondents are suggesting to improve the network coverage of Jio services and to
remove the calling congestion then it can be assured that the company can achieve
the 100-percentage satisfaction of their customer.

3. Mahalaxmi KR , Suresh Kumar N,(2017) ,“Changing the Indian telecom sector:

Reliance Jio” ,the study aimed to identify customer’s preference towards the
Reliance JIO mobile service provider and to know the customer satisfaction level
towards Reliance JIO Mobile service provider in Trichy region. The study was
descriptive in nature. The study was carried out through a pilot survey from 50
respondents. The results of the survey were analysed using chi square test. The study
revealed that most of the students preferred to choose their service provider as
Reliance JIO and 97% of the respondents were satisfied with the services provided
by the Reliance JIO.

31
4. C. Boobalan and K. Jayaraman (2017) have been studied about the Indian
telecom industry and to know about the awareness level of the customer and
identify the customer satisfaction level and find out the factors influencing the
customer and identify the reason to buy the Reliance Jio sim.

5. Soumya Stephen A. Remya S (2018) have been analyzed that the customers
satisfaction and understand the problems related to JIO SIM and make
comparative study of reliance JIO SIM with other mobile SIM and find the
strong areas and weak areas of JIO SIM was identified from the customers
perspective.

6. Dr. G. Philomine Joan (2019) have been studied that the awareness level of
the customer, identify the customer satisfaction level and to find out the factors
influencing the customer the reason to buy the Reliance Jio Sim and collect
opinion about the Reliance Jio services.

7. Parvathy.R.Nair (2019) have been described that the customer’s satisfaction

towards call rates, data service, value added service of Jio and to find out reason
for using and what are the areas needs improvement in Jio service.

8. Himani Upreti (2020) have been studied that to attempts whether there exist
significant difference between satisfaction level of customers with different
service quality aspects of Reliance Jio for pre and post price hike period, and to
propose a model for assessing customers’ preference for choosing Reliance Jio
and to measure their satisfaction level out of its services.

9. Dr. D. Sivasakthi (2020) have been explores the customers preference towards
jio network service and the problem enacted from the concept is that whether
the customers are benefitted with the jio network services and to analysis the
reason for choosing reliance jio network and identify the customer satisfaction
level towards reliance 4G jio service.

10. Dr.Gowthamichaintala(2017) analyzed the customers satisfaction towards

telecommunication service provider a study on reliance jio is to know the

32
 satisfaction level of the customers”. The gender wise analyses of the customers
satisfaction is conclude that there is no difference in the opinion of male and
female respondents on the satisfaction level towards the service provided by the
jio service.

11. K.R. Mahalaxmi and N. Suresh kumar (2017) “studied on service quality and
its impact on customer’s preference and satisfaction towards jio in trichy region
focus on to the service quality and satisfaction level of jio”. This study reveals
that people with age group up to 35 were 78 percent users of reliance jio. The
advertisement has motivated most of the customers to prefer this network.

12. Kolachalamraghavendra and Dr. S.Rabiyathul basariya (2018) “had made a

Kapurthala Industrial Corporation a study in related to Chennai city”. Major
factors considered in research are: what are the needs of the companies based on
the data services usage, major player in internet service, and support to
customers. The research was conducted on companies mainly from industries
like it, education manufacturing and other which are located in Chennai city. It
is clear from the survey done that reliance and airtel are leading internet service
provider they are providing products like data card, broadband etc. to the
corporate end users. 4g spectrum is a research item for next generation wide
area cellular radio, which focuses on 4g technologies, 4g networks and 4g
systems. In perspective here, customer satisfaction is a measure of how 4g
services supplied by a company meet customer expectation and its 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.

13. Paulaset (2016) The study of providing customer satisfaction is the most
crucial step of the company with the internet access on the move such as wide
network coverage and technology advanced stuff required by almost
everybody in today’s environment. Reliance jio is working according to Indian
market; it gives best quality services at much less price.

33
14. Singh, (2017) the customer do not prefer reliance network(Rodrigues,2015).
Therefore, it will be a hard task to get a good customer base for the 4G network.
Reliance jio Infocomm Limited announced the launch of its digital service with
jio in Mumbai on 1st September 2016 with jio Welcome offer. The permission
of TRAI has enable users the access to unlimited LTE data and national
voice, video, messaging, services, Jio applications and content, free of cost up
to 31 December 2016.

15. Jayaraman et. (2017) Reliance jio has entered into market of telecom service
providers with freebies and more data to the customer. In the knowledge
world, jio the foray into the fast evolving market has made a tremendous
change in the competition, price and data availability. Jio is widely used by
the techno-savvy customers.

34
 Chapter 3

RESEARCH METHODOLOGY

35
1. Objective of the Study

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

 To find the market potential and market penetration of Reliance JIO products &

services offerings in Kota.

2. Research Type:

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.

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

3. Sample Size

Sample size refers to the numbers of respondent's researcher have selected for the

survey. I have selected 50 sample units from market and individual customers.

Sampling Area: While conducting sample, I went many places of Kota

36
4. Data Type

Data was collected through two sources:

 Primary Source:

 Secondary Source:

5. Data collection tool

Primary Data: 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. The questionnaire was a

combination of 10 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.

Secondary Data: The secondary data was collected from the company website and

broachers, internet and newspaper.

6. Data Analysis Techniques

Data analysis techniques used are tabulating, graphical analysis and percentage

analysis, in this.

Output evaluation along with findings and recommendation are made wherever

necessary. For graphical data representation, the tools used here is Ms. Excel.

7. Scope of Study

This study covers customers about Reliance JIO in the areas of Kota. 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.

37
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 Kota.

38
 Chapter 4

DATA ANALYSIS AND

INTERPRETATION

39
Age group of respondents

Age No. of respondents % of respondents

20-25 10 20%

25-30 13 26%

30-35 15 30%

Above 35 12 24%

Age of Respondent

20%
24%

20-25
25-30
30-35
Above 35
26%
30%

INTERPRETATION:

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

 26 % of the respondents are between the age group 25 – 35.

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

 24% of the respondents are above 35 years of age.

40
Occupation of the respondents

Occupation No. of respondents % of respondents

Students 9 18%

Business man 12 24%

Private employees 15 30%

Govt. employees 14 28%

Occupation

18%
28%
Students
Business man
Private employees
24%
Govt. employees

30%

INTERPRETATION:

 18% of the respondents are Students.

 24% of the respondents are Businessmen.

 30% of the respondents are from Private employees.

 28% of the respondents are Govt. Services

41
 1. Are you aware about Reliance JIO?

Awareness No. of respondents % Of respondents

Yes 49 98%

No 1 2%

6.66%

yes No

93.33%

INTERPRETATION:

 93.33% of respondents are aware about Reliance JIO.

 6.66% of respondents are not aware about Reliance JIO

42
 2. Which JIO service do you use?

Reliance JIO Service No. of respondents % of respondents

Prepaid 15 30%
Postpaid 12 24%

Jio Fiber 10 20%

Others 13 26%

26%
30%
Prepaid
Postpaid
Jio Fiber
Others
20%
24%

INTERPRETATION

 30% of respondents are Prepaid users

 24% of respondents are Reliance JIO Postpaid.

 20% of respondents are JIO Fiber users.

 26% of respondents are Other service users.

43
 3. What is your average monthly expenditure on Jio Service (in RS)?

Expenditure (Rs) No. of respondents % of respondents

Rs100-Rs200 15 30%

Rs200-Rs300 16 32%

Rs300-Rs400 14 28 %

Above Rs500 5 10%

10%

30%
Rs100-Rs200
Rs200-Rs300
28%
Rs300-Rs400
Above 500

32%

INTERPRETATION:

 30% of respondents are monthly expenditure on mobile.

 32% of respondents are monthly expenditure on mobile.

 28% of respondents are monthly expenditure on mobile.

 10% of respondents are monthly expenditure on mobile.

44
 4. From which source you came to know about Reliance JIO?

Sources No. of respondents % of respondents

News paper 16 32%

Advertisement 11 22%

Mouth publicity 14 28%

Hoarding 9 18%

18%
32% News paper
Advertisement
Mouth publicity
28% Hoarding

22%

INTERPRETATION:

 32% of respondents are known by News paper.

 22% of respondents are known by Advertisement.

 28% of respondents are Mouth publicity.

 18% of respondents are Hoardings.

45
 5. Since how long you are using Reliance JIO services?

Users No. of respondents % of respondents

Less than 1 year 21 42%

2-3 years 18 36%

More than 3 years 11 22%

22%

42% Less than 1 year

2-3 years
More than 3 years

36%

INTERPRETATION:

 42% of respondents are using Jio services for less than 1 year.

 36% of respondents are using Jio services for 2-3 years.

 22% respondents are using Jio services for more than 3 years.

46
6. Which feature of Reliance Jio convinced you to use it's services?

Convincing factor No. of respondents % of respondents

Connectivity 11 22%

Scheme 29 58%

Advertisement 7 14%

Goodwill 3 6%

6%
22%
14%
Connectivity
Scheme
Advertisement

58%

INTERPRETATION:

 22% of respondents are convinced with connectivity.

 58% of respondents are convinced with scheme.

 14% of respondents are convinced with Advertisement.

 22% of respondents are convinced with goodwill.

47
 7. Which service do you like most while using the Reliance Jio services?

services No. of respondents % of respondents

Data services 25 50%

Call rate 14 28%

Network coverage 8 16%

Value added services 3 6%

6%

16%
Data services
Call rate
50%
Network coverage
Value added services
28%

INTERPRETATION:

 50% of respondents are in favour of Data services.

 28% of respondents are in favour of Call rates.

 16% of respondents are in favour of Network coverage.

 3% of respondents are in favour of Value added services.

48
8. Why did you choose this service provider?

Choose the service No. of respondents % of respondents

Unlimited calling services 8 16%

Unlimited Data services 20 40%

Unlimited sms services 2 4%

All services 20 40%

16%

Unlimited calling services

40%
Unlimited Data services
Unlimited sms services
All services
40%

4%

INTERPRETATION:

 16% of respondents are chosen to Unlimited calling services.

 40% of respondents are chosen to Unlimited Data services..

 4% of respondents are chosen to Unlimited Sms services..

 40% of respondents are chosen to All services.

49
9. how often do you call at customer care?

Customer call No. of respondents % of respondents

Daily 15 30%

Once in week 25 50%

Once in month 7 14%

Rarely 3 6%

6%
14% 30% Daily
Once in week
Once in month
Rarely

50%

INTERPRETATION:

 30% of respondents are made call customer care daily.

 50% of respondents are made call customer care weekly.

 14 % of respondents are made call customer care monthly.

 6% of respondents are made call customer care rarely.

50
10. For what reason do you call customer care?

Reason No. of respondents % of respondents

Value added services 10 20%
Schemes 30 50%
Complaints 3 6%
Queries 7 14 %

14%
20%

6% Value added services

Schemes
Complaints
Queries

50%

INTERPRETATION:

 20% of respondents are made call for value added services.

 50% of respondents are made call for new schemes.

 6% of respondents are made call for complaints.

 14% of respondents are made call for other queries.

51
11. Are you satisfied with Reliance JIO services?

Satisfaction level No. of respondents % Of respondents

Yes 35 70%

No 15 30%

30%

yes
no

70%

INTERPRETATION:

 70% of respondents are satisfied.

 30% of respondents are not satisfied.

52
 12. What should be improved in Reliance JIO services

Improvement No. of respondents % of respondents

Improve in Network 25 50%

coverage

Remove calling congestion 14 28%

Upgrade in Android version 4 8%

Others 7 14%

14%

8%
Improve in Network coverage
Remove calling congestion
50%
Upgrade in adroid version
Others

28%

INTERPRETATION:

 50% of respondents are dissatisfied with poor network coverage.

 28% of respondents are dissatisfied with call drop.

 8% of respondents are dissatisfied with old version.

 14% of respondents are dissatisfied others.

53
13. Would you like to recommend Reliance Jio Services to others?

Recommendation No. of respondents % Of

respondents
Yes 45 90%

No 5 10%

10%

yes
No

90%

INTERPRETATION:

 90% of respondents are recommended others.

 10% of respondents are not recommended others.

54
 Chapter 5

CONCLUSION AND SUGGESTIONS

55
 CONCLUSION

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

satisfaction is to be their 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.

56
 SUGGESTIONS

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 area. 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.

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

honour on several occasion for our retailers would help a lot.

8. The customer care people and also employees in Reliance JIO should try to

convey brand Reliance JIO while talking to people.

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

competition to others company.

57
 BIBLIOGRAPHY AND REFERENCES
Referred Books:

 Kothari. C.R (2004): Research Methodology Methods & Techniques‟, New Age

International Publishers, New Delhi, 2nd Edition.

 Principles of Marketing –Philip Kotler & Kevin keller edition 12

 Market Research – D.D. Sharma

 Research Methodology – C.R. Kothari

 Books & magazine on mobile communication-Kamil Sh. Zigangirov.

Articles:

 Mukesh Ambani's son Akash Ambani joins Reliance Industries; begins at telecom
arm Reliance Jio, The Economic Times

 Reliance Jio Infocomm launches 4G services for employees, The Economic

Times, December 27, 2015, retrieved December 29, 2015

 Reliance Industries buys 95% stake in IBnfotel Broadband for Rs 4,800 cr, The
Economic Times Business Line

 Reliance Jio employees to get freebies, discount on 4G service, Gadgets 360 -

NDTV, December 25, 2015, retrieved December 29, 2015

 Reliance to launch Jio by Dec, set to kick off pricing war, Business Standard

Web Sites:

 www.JIO.com

 www.MYLYF.com

 www.google.com

 www.wikipedia.com

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Questionnaire

Customer Satisfaction Survey for Jio Info-Comm

Name: :

Age: : Sex: Occupation:

Address :

Mobile no :

Q.1. Are you aware about Reliance JIO?

a) Yes

b) No

Q.2. which Jio service do you use?

a) Prepaid

b) Postpaid

c) Jio Fiber

d) Others

Q.3. What is your average monthly expenditure on Jio Services (in RS)?

a) Rs100 - Rs200

b) Rs200 - Rs300

c) Rs300-Rs400

d) Above Rs500

Q.4. From which source you came to know about Reliance JIO?

a) News paper

b) Advertisement

c) Mouth publicity

d) Hoardings

59
Q.5. Since how long you are using Reliance JIO services?

a) Less than one year

b) 2-3 years

c) More than 3 years

Q.6. Which feature of Reliance Jio convinced you to use this?

a) Connectivity

b) Schemes

c) Advertisements

d) Goodwill

Q.7. 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

Q.8. Why did you choose this service provider

a) Unlimited calling services

b) Unlimited Data services

c) Unlimited SMS services

d) All services

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Q.9. How often do you call at customer care?

a) Daily

b) Once in week

c) Once in month

d) Rarely

Q.10. For what reason do you call customer care?

a) Value added services

b) Information regarding new schemes

c) Complaints

d) Other queries

Q.11. Are you satisfied with Reliance JIO services?

a) Yes

b) No

Q.12. What should be improved in Reliance JIO services

a) Improve in Network coverage

b) Remove calling congestion

c) Upgrade in Android version

d) Others

Q.13. Would you like to recommend Reliance Jio Services to others?

a) Yes

b) No

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 Q.14. 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

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