Jio Report

A PROJECT REPORT ON WINNING THE STRIKERS Submitted by

SHAGUN SHARMA

Registration No: 11616668

Under the guidance of Lalit Bhardwaj in partial fulfillment of summer internship for the award of the degree of

MASTER IN COMMERCE (M.Com)

School of Business LOVELY PROFESSIONAL UNIVERSITY Phagwara , Punjab

July, 2016-2018

ACKNOWLEDGEMENT I take this opportunity to express my gratitude to Mr.Nitin srivastva who has been instrumental in the successful completion of this project. I am thankful to his guidance and constant supervision for providing necessary information regarding the successful completion of the project. I would like to express my gratitude towards employees of JIO for their kind co-operation and encouragement. The guidance and support received from all the members who contributed to this project, was vital for the success of the project. I am grateful for their constant support and help.

PREFACE Master in commerce (M.Com) programme is one of the most reputed professional courses in the field of commerce . This course includes both theory and its applications as per contents of its curriculum Summer Training project report is an integral part of Master in commerce. It gives exposure to our practical knowledge and also to get interact with the various aspects of present market conditions. Each student is required to undergo practical training, after the completion of second semester examination.

The Training project programmers are designed to give the managers the future of the corporate happenings and work culture. The real life situation is really different from the stimulated exercise enacted in an artificial environment inside. The Training project programmers are designed, so that the managers or tomorrow do not feel when the time comes to take responsibilities. The Training project report presented here is a result of my hard work. This project helps me to learn about of working in Telecom Sector.

DECLARATION This is to declare that this Summer Training Project report on “Winning the strikers” is a record of genuine work done by meunder the guidance of Mr. NITIN SRIVASTVA in the partial fulfillment of the requirement for Master in commerce. I declare that this Summer Training project report is original and not submitted to any other university before.

Signature of the Student:

Student’s Name: SHAGUN SHARMA

CERTIFICATE

Certified that the summer internship project report “Winning the strikers” is the bonafide work of “Shagun Sharma” , “11616668” student of “MCom” of School of Business, Lovely Professional University carried out under my supervision during 26-05-2017 to 22-07-2017

Signature of the Industry Supervisor: Date: 22 JULY 2017 Name of Supervisor: Nitin Sirivastva Designation: Sr. Manager

EXCEUTIVE SUMMARY

This Summer Training project report is based on telecom sector as the telecom sector is growing at a very good pace. The present business scenario is totally customer oriented. Each company faces stiff competition from its competitors, each provides the best services at competitive rates. As a result customer has lot of choices to get the best with least cost. To face this competition, it is very important to know customer’s behavior towards different products and services. This project is aimed at understanding the strategies adopted by Reliance JIO and its impact on the perception of Reliance JIO Customers. Research has showed that it is far more important to win a new customer than it is to maintain an existing one, and there is no better way to retain a customer than to exceed his expectations. For this purpose it is essential to know the level of customer satisfaction. The focus of my research was the measurement of customer satisfaction level for the services provided by Reliance JIO. My job was to collect the feedback from the distributors and also to get their suggestions about the product. There can be no better opportunity to interact with the external as well as the internal customers of an organization. Finally the results of the research verify the fact that keeping the customer satisfied is the best strategy to not only retains the existing customers but also to expand the business to new horizons.

TABLE OF CONTENTS

S.No.

Description

Page No.

1.

Company Profile

8-13

2.

Organisational structure

14

3.

Winning the strikers

15-18

4.

Customer satisfaction towards Jio

19-20

5.

Research Mthodology

21-23

6.

Data Analysis and interpretation

23-49

7.

Findings

50

9.

Limitations

51

10.

Conclusion

52

11.

Suggestion

53

12.

Bibliography

54

13.

Attachments

55-59

COMPANY PROFILE RELIANCE JIO

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) Jyotin dra 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

Website

www.jio.com

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. 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 rooftopmounted telecom towers typically used by telcos, said the company executive quoted above. Monopoles, or ground-based masts (GBMs), are expected to double up as street lights and surveillance systems, and provide real-time monitoring of traffic and advertising opportunities 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

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, mobile Internet. And by 2017, company would cover 90 percent. And by 2018, all of India would be covered by this digital infrastructure,"

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. 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.

Vision: JIO intends to bring global harmony, peace & prosperity by way of contentment and mutual respect for every living being and strive for a world free of violence, poverty & disease.

Mission: JIO is committed to building a co-operative environment and social infrastructure for overall growth, development and well-being of communities by improving health, wealth, knowledge and spirituality. Our aim is to provide fair & optimum opportunities for strong social relationships amongst jains from all fields. Create a global awareness about jainethos, values and philosophy of our noble principles, which benefits humanity and our environment.

OBJECTIVE OF INTERNSHIP 

Create synergistic effect by creating high quality and diversified portfolio.



Provide diversified financial services with focused people.



Appreciate uniqueness of each customer’s requirements and serve the customers with product flexibility.



Diversification of sources of fund.



Enhance corporate value through sustained growth.

ORGANISATION STRUCTURE

C.E.O

Marketingggg gg

Legal

Admin

HRM

Information Technology

Finance

Network

Customer sales delivery

Marketing Head

Blue Segment

Gold segment

Enterprise

Revenue plan analysis

Marcom and Brand Account

MIS Compliance H.R. Head

Backup And Support

Recruitment Retention

Winning the Industry STRiKERS !!!

Device

Winning the strikers is my overall project in which I enrolled the promoters for 5G Guru.com .In this project we want that if any promoter sells any device there should be 100% Jio in every device sold.

Objective:  Brand à Seeding Jio proposition to 100% Industry Promoters.  Business à Maximizing attach rate with every new device sold.  Communication à Technology updates of latest development and product across segment in one go. Background:  80% of these smartphones are being sold through Promoter outlets.  Not all the OEM promoter have any technical certification

STRIKER ENROLLMENT We have enrolled 40% Industry STRIKERS enrolled till date (519 headcount)

 Highest enrollment from Vivo (151) followed by Samsung (97), Oppo (94) and Gionee (63).

 Maximum participation from Bilaspur (107 enrollments) followed by Mandi and (101) and Kullu (69).

Knowledge Transformation & Daily communication (5 : 2) 1. Device updates. 2. GST @Telecom 3. Competition New Data Plans 4. Competition vs Jio 5. Jio leadership STATUS AND IMPACT:



STATUS

 75% Enrollments done through On-line mode (5G Guru.com)  All enrolled Strikers has been sent a Digital Enrollment Certificate.  100% daily engagement of enrolled participants 

IMPACT:

 Ongoing Daily Knowledge Transformation/Communication on various subjects like Device Updates including Jio HBOs / New Competition Data Plans / Competition vs Jio / Jio Leadership.  Regaining Jio attach rate:  Samsung : from 14.9% to 15.4%  Oppo : from 8.3% to 8.8%  Gionee : from 3.5% to 3.7%  Jio attach rate also improved in highest online selling Xiaomi (from 3.9% to 8.3%) and Lenovo (2.1% to 2.7%) due to clear plan comparison shared and explained to Strikers. Special focus on Micromax, Vivo, Lava and Apple strikers where Jio latch rate has dropped over previous month

“CUSTOMER SATISFACTION TOWARDS JIO”

Customer satisfaction plays an important rolewithin your business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers in competitive business environments. Successful business owners and managers quickly realize that keeping customers costs less than finding new ones. If certain practices drive customers away, a business repeatedly spends time and money on advertising and other efforts to recruit more. These business owners know that weaknesses in the production or delivery of goods lead to distressed customers, so they use online surveys to collect feedback. Customer satisfaction surveys can become imperative tools for improving your business and ensuring your customers are happy and loyal.

Build your brand Studies show satisfied clients tend to buy products more often and develop loyalty to a particular brand. They often spread the word by recommending products and services to friends and family as an informal referral process. Customer satisfaction surveys give firms specific information about positive and negative perceptions, which could improve marketing or sales efforts. These perceptions are especially important because of the increased use of social media by people of all ages. One negative comment posted on a social media site could be seen by thousands of potential customers. Angry customers can use unfair criticism and untrue statements to harm a firm's reputation. Repairing the damage or countering false representations could prove costly. Measure your results A customer satisfaction survey might be worthless unless it creates statistical data that can be scientifically analyzed. The first step to developing a meaningful online survey is to establish intended goals and a process for comparing results. Employees responsible for analyzing survey results should have some background in statistics to make the survey meaningful. When drafting survey questions, as much detail as possible should be included in the questionnaire, along with an area for independent customer comments. Update your customers If survey results lead to a plan to improve weak areas of operation, a follow-up survey can be used to measure whether changes worked. Information can again be analyzed and compared to earlier feedback. It is also valuable to let your customers know you're endeavoring to make improvements and to thank them for their help. Customer satisfaction surveys also reveal data that can be used to gauge estimated customer satisfaction rates of competitors.

OBJECTIVE OF THE STUDY 

To know the awareness of customers about Jio network



To study the preference of customers towards other networks with jio.



To analyze the customer’s satisfaction towards Jio network.



To give findings and suggestions.

RESEARCH METHODOLOGY 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. 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 Shimla.

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. 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 sampling Convenient sampling is used to do sampling as all the customers in the sites are Surveyed.. Data Analysis Data 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.

DATA ANALYSIS AND INTERPRETATION

TABLE  Age group of respondents .

Ag e

% of respondents

No. of respondent s

2025

20%

60

Sales 23.33%

20.00%

26.66% 30.00%

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.

20-25 25-30 30-35 Above 35

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

Sales 16.77% 26.18%

Students Business man Private employees Govt. employees 26.84%

30.21%

INTERPRETATION: 

16.66% of the respondents are Students.



26.66% of the respondents are Businessmen.



30% of the respondents are from Private employees.



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

Sales Yes No

100.00%

INTERPRETATION: 

100% of the respondents are Mobile users.

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

Sales 6.66%

yes No

93.34%

INTERPRETATION:  

93.33% of respondents are aware about Reliance JIO. 6.66% of respondents are not aware about Reliance JIO

TABLE 3: 3.which operator’s service do you use? 1.Airtel 2.Reliance JIO 3.Idea 4. Vodafone Operator user

% of respondents

No. of respondents

Airtel

30%

90

Reliance JIO

23.33%

80

Idea

20%

60

Vodafone

26.66%

70

Sales 26.66%

Airtel Reliance JIO Idea Vodafone

30.00%

20.00% 23.33%

INTERPRETATION  

30% of respondents are Airtel users 23.33% of respondents are Relianc JIO 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

Sales 10.00% 33.33% 26.67%

Rs100-Rs200 Rs200-Rs300 Rs300-Rs400 Above 500

30.00%

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.

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

Sales 17.85% 32.15%

28.58% 21.42%

INTERPRETATIO N:    

32.14% of respondents are known by News paper. 21.42% of respondents are known by Advertisement. 28.57% of respondents are Mouth publicity. 17.85% of respondents are Hoardings.

News paper Advertisement Mouth publicity Hoarding

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

Sales 15.38%

46.15%

38.46%

INTERPRETATION:

Less than one month 2-3 months 4-5 months Non users

   

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. 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

Sales 7.14% 21.42%

14.28%

Connectivity Scheme Advertisement

57.15%

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. 7.14% of respondents are convinced with goodwill.

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

Sales 7.14% 14.28% 50.01%

Data services Call rate Network coverage Value added services

28.57%

INTERPRETATION:    

50% of respondents are in favour of Data services. 28.57% of respondents are in favour of Call rates. 14.28% of respondents are in favour of Network coverage. 7.14% of respondents are in favour of Value added services.

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

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

  

calling services. 35.71% of respondents are chosen to Unlimited Data services.. 7.14% of respondents are chosen to Unlimited Sms services.. 42.85% of respondents are chosen to All services.

INTERPRETATION: 

14.28% of respondents are chosen to Unlimited

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? 1.Daily

2.Once in week 3.Once in month 4.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

Sales 7.14% 14.28%

28.57%

Daily Once in week Once in month Rarely

50.01%

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.

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

Sales 14.28%

21.42%

7.14%

Value added services Schemes Complaints Queries

57.15%

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: 12. Are you satisfied with Reliance JIO services? a)Yes b)No

Satisfaction level Yes

% Of respondents 71.42%

No. of respondents 50

No

28.57%

20

Sales yes no

28.57% 71.43%

INTERPRETATION:  

71.42% of respondents are satisfied. 28.57% of respondents are not satisfied.

TABLE 13:

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

Sales 10.00% 5.00%

45.00%

Improve in Network coverage Remove calling congestion Upgrade in adroid version Others

40.00%

INTERPRETATION: 

9% of srespondents are dissatisfied with poor network coverage.

  

8% of respondents are dissatisfied with call drop. 2% of respondents are dissatisfied with old version. 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

85.14% Yes No

60 14.28%

10

Sales 0.85

yes No

14.28

INTERPRETATION:  

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

Network Coverage Data service

Very good

Fairly Good 



Calling service



Value added Services



Customer care

New schemes and offers

Average





Poor

FINDINGS 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 Shimla .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 Shimla. 4.Customers are satisfied the 4G unlimited services as comparison to others services. 5.Reliance JIO is the market leader in Shimla areas,all the customers are preferred its products & services. 6.Reliance JIO is enhanced the potential market share in Shimla. 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 Shimla areas. 9.LYF handsets are highly selling products in Shimla markets.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

LIMITATIONS

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 4. 5.

results may have some prone to errors. Study accuracy totally based upon the respondents response. Stipulated short span of time for survey.

CONCLUSION

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 out customer needs and wants.That’s why 4G has been evolved for Indian customers. Reliance JIO possesses congestion free & wide network coverage, attractive 4G schemes & customer services as well as lifetime roaming free services. 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.

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 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. 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.

BIBLIOGRAPHY  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: o www.JIO.com o www.MYLYF.com o www.google.com

NAME:

------------------------------------

AGE:

------------------------------------

SEX: OCCUPATION: MOBILE NO:

------------------------------------ ----------------------------------------------------------------------

ADDRESS :

------------------------------------

ATTACHMENTS Questionnaire 1.Do you have a mobile phone? a)yes b)No

2.Are you aware about Reliance JIO? a)Yes b)No

3.which operator’s service do you use? 1.Airtel 2.Vodafone 3.Idea 4.Reliance JIO

4.What is your average monthly expenditure on mobile (in RS)? a)Rs100-Rs200 B)Rs200-Rs300 c)Rs300-Rs400 d)Above Rs500

5.From which source you came to know about Reliance JIO? a)News paper b)Advertisement c)Mouth publicity d)Hoardings

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 users

7. Which feature of Reliance jio convinced you to use this? a)Connectivity b) Schemes c) Advertisements d)Goodwill

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

9. Why did you choose this service provider a).Unlimited calling services b).Unlimited Data services c).Unlimited sms services

d).All services

10.Do you call at customer care? a)Yes b)No

If Yes,how often you call at customer care? 1.Daily 2.Once in week 3.Once in month 4.Rarely

11.For what reason do you call customer care? a)Value added services b) Information regarding new schemes c)Complaints d)Other queries

12. Are you satisfied with Reliance JIO services? a)Yes b)No

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

14. Would you like to recommend others? a)Yes b)No 15.Rate the following Reliance JIO services on basis of your satisfaction?

Services

Network coverage Data service

Calling service

Excellent

Very good

Fairly good

Average

Poor

Value added services Customer care

New schemes and offers