Summer Internship Project Report in Reliance Jio

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SUMMER INTERNSHIP PROJECT REPORT AT

Reliance Jio Infocom, Jodhpur A Project Report Submitted In Partial Fulfillment of the Requirements For The Award of the

POST GRADUATE DIPLOMA IN MANAGEMENT TO

RAMAIAH INSTITUTE OF MANAGEMENT BY Neeraj Joshi REG.NO. 161430 BATCH 2016-18

Under the guidance of PROF. JAMUNA A. S

RAMAIAH INSTITUTE OF MANAGEMENT NEW BEL ROAD, BANGALORE-560054

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CERTIFICATE

This is to certify that the Project Report undertaken by Neeraj Joshi Reg. No161430 conducted at Reliance Jio Infocom, Jodhpur Submitted in partial fulfillment of the requirements for the award of the

POST GRADUATE DIPLOMA IN MANAGEMENT TO RAMAIAH INSTITUTE OF MANAGEMENT

Is a record of bonafide internship carried out under my supervision and guidance. He/She has attended the required guidance sessions held. This report has not been submitted for the award of any other degree/diploma/fellowship or similar titles or prizes.

Guide’s Signature:

Name: Prof. Jamuna A. S Qualification: MA (Eng.), MA (Pol.sc.), M.phil (Eng.) MBA (HRD) (Ph.D)

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STUDENT’S DECLARATION

I hereby declare that the Project Report conducted at Reliance Jio Infocom, Jodhpur. Under the guidance of Prof. Jamuna A. S Submitted in Partial fulfillment of the requirements for the

POST GRADUATE DIPLOMA IN MANAGEMENT TO

RAMAIAH INSTITUTE OF MANAGEMENT

is my original work and the same has not been submitted for the award of any other Degree/Diploma/Fellowship or other similar titles or prizes.

Signature of the Student Place: Jodhpur Date: 31/07/2017

Neeraj Joshi 161430

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ACKNOWLEDGEMENT

I extend my special gratitude to our Dean Dr. H. Muralidharan, Academic Head Prof. Purnima Ramaswamy & Program Head Dr. Savitha Rani Ramachandran for inspiring me to take up this project and also for their able guidance and support in completing this internship. I wish to acknowledge my sincere gratitude and indebtedness to my project guide Prof. Jamuna A S of RAMAIAH INSTITUTE OF MANAGEMENT, Bangalore for his/her valuable guidance and constructive suggestions in the preparation of project report.

STUDENT NAME: Neeraj Joshi Register Number: 161430

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TABLE OF CONTENTS Chapter No. Particulars

Page No.

1

Industry Analysis

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1.1

Introduction of telecom Industry

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1.2

Segmentation of telecom Industry

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1.3

Telecom subscriber base expands substantially

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1.4

Surging telecom revenue

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1.5

Wireless segmentation dominates the market

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1.6

National telecom policy

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1.7

FDI in telecom Industry

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1.8

Mobile number portability

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1.9

Porter’s five forces model

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1.10

Government policies

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2

Company Profile

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2.1

Introduction of Reliance Jio Infocom

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2.2

Vision

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2.3

Mission

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2.4

Operations

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2.5

Technology

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2.6

Products

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6

2.7

Marketing

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2.8

Pricing

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2.9

Management Team

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2.10

SWOT analysis

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2.11

CSR

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2.12

Competitors

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Tasks Accomplished During Internship

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3.1

Internship dates

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3.2

Description of Tasks Handled

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3.3

Department

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3.4

Reporting Head

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3.5

My role

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3.6

Week wise consolidation

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3.7

About the Internship

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3.8

Roles and responsibilities

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3.9

Targets

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3.10

Learnings

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Analysis of the Research Undertaken

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4.1

Statement of the problem

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4.2

Objective of the research

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4.3

Scope of the study

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4.4

Significance of the study

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4.5

Methodology

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4.6

Analysis of the data

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4.7

Findings

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4.8

Suggestions

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Annexure-I

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Annexure-II

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LIST OF FIGURES Figure 4.1

Gender

4.2

Age

4.3

Occupation

4.4

Purpose

4.5

Acknowledge about the services

4.6

Product using

4.7

Satisfaction towards calling quality

4.8

Satisfaction towards network availability

4.9

Satisfaction towards data connection

4.10

Satisfaction towards price

4.11

Satisfaction towards customer service

4.12

Awareness about the future products

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4.13

Suggestions by the customers for existing services

4.14

future expectation

4.15

Suggest to other

EXECUTIVE SUMMARY This report is about the Summer Internship Program with Reliance Jio Infocom, Jodhpur. The project assigned to me by the company was to understand the customer’s satisfaction level towards services providing by Reliance Jio, Jodhpur. In this comprehensive report discussion of the major aspect of the consumer’s satisfaction towards servicing providing at Jodhpur. In this report, you will find the consumer’s different aspects and factors, which they are using the services providing by Reliance Jio Infocom. This report also attempts to shed light on some of the reasons why more and more consumers are using the service. To understand better about the consumer’s satisfaction levels, a survey was conducted on different background of the people those who are using the services providing by Reliance Jio. The survey included a questionnaire which asked the students on some specific questions, whose answers were then recorded. This survey forms the analysis part of my research. It gives an insight on the customer’s satisfaction level towards services providing by Reliance Jio, Jodhpur. The study helps to understand the current scenario of the company in all aspects at the time of using the services. This report also covers the significance role of channel partner, who are helping to get the consumers as well as helps in increasing the sales revenue of the company. In the duration of the project, the analyses had it made it clear that the consumer’s satisfaction level towards service providing by Reliance Jio is very import in every aspect. There were some problems also in the job of store management. In the end, the findings, conclusions and recommendations on the basis of the research are given. And while being close to the conclusion of the project, the inferences drawn from the analyses provided a good picture about the student satisfaction towards service providing by Reliance Jio Infocom.

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Chapter 1 Industry Analysis

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1.1 Introduction of telecom industry : India is currently the world’s second-largest telecommunications market and has registered strong growth in the past decade and half. The Indian mobile economy is growing rapidly and will contribute substantially to India’s Gross Domestic Product (GDP), according to report prepared by GSM Association (GSMA) in collaboration with the Boston Consulting Group (BCG). The liberal and reformist policies of the Government of India have been instrumental along with strong consumer demand in the rapid growth in the Indian telecom sector. The government has enabled easy market access to telecom equipment and a fair and proactive regulatory framework that has ensured availability of telecom services to consumer at affordable prices. The deregulation of Foreign Direct Investment (FDI) norms has made the sector one of the fastest growing and a top five employment opportunity generator in the country. The Indian telecom sector is expected to generate four million direct and indirect jobs over the next five years according to estimates by Randstad India. The employment opportunities are expected to be created due to combination of government’s efforts to increase penetration in rural areas and the rapid increase in smartphone sales and rising internet usage. International Data Corporation (IDC) predicts India to overtake US as the second-largest smartphone market globally by 2017 and to maintain high growth rate over the next few years as people switch to smartphones and gradually upgrade to 4G.

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1.2 THE TELECOM MARKET SPLIT INTO THREE SEGMENTS

Mobile (Wireless) • Comprises establishments operating and maintaining switching and transmission facilities to provide direct communications via airwaves

Fixed-line • Consists of companies that operate and maintain switching and transmission facilities to provide direct communications through landlines, microwave or a combination of landlines and satellite link-ups

Internet Services • Includes Internet Service Providers (ISPs) that offer broadband internet connections through consumer and corporate channels

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1.3 TELECOM SUBSCRIBER BASE EXPANDS SUBSTANTIALLY India is currently the second-largest telecommunication market and has the third highest number of internet users in the world India’s telephone subscriber base expanded at a CAGR of 19.5 per cent to 1022.61 million over FY07–16*Tele density (defined as the number of telephone connections for every hundred individuals) increased from 17.9 in FY07 to 80.98 in FY16*In September 2015, total telephone subscription stood at 1022.61 million, while tele density was at 80.98 percent.

BMI (Business Monitor International) Report, TechSci Research, Internet Mobile Association of India (IAMAI)

1.4 SURGING TELECOM REVENUES

Indian telecom sector’s revenue grew 10.7 per cent to USD71.2 billion in FY14 as compared to USD64.3 billion in FY13. Wireless and wireline revenue increased at a CAGR of 8.91 per cent to USD38.8 billion over FY06–14. Revenues from the telecom equipment is expected to be USD19 billion in FY15, which is further expected to touch USD30 billion in FY20.

Telecom Regulatory Authority of India, TechSci Research Notes: CAGR - Compound Annual Growth Rate, FY16*- Till September 2015

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1.5 WIRELESS SEGMENT DOMINATES THE MARKET

India’s telephone subscriber base reached 1022.61 million in September 2016. The wireless segment (97.46 per cent of total telephone subscriptions) dominates the market, while the wireline segment accounts for the rest. Urban regions account for 58.58 per cent of telecom subscriptions, while rural areas constitute the remaining.

Telecom Regulatory Authority of India, TechSci Research

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NOTABLE TRENDS IN THE INDIAN TELECOM SECTOR

Green Telecom • The green telecom concept is aimed at reducing carbon footprint of the telecom industry through lower energy consumption • Tata has invested around USD16.38 million to convert its 10,000 base stations from indoor to outdoor to reduce energy consumption and carbon footprint across its 20 telecom circles in India so far

Expansion to Rural Markets

Emergence of BWA Techonologies

• There are over 62,443 uncovered villages in India; these would be provided with village telephone facility with subsidy support from the government’s Universal Service Obligation Fund (thereby increasing rural tele density)

• The most significant recent developments in wireless communication include BWA technologies such as WiMAX and LTE

• In September 2016, the rural subscriber base accounted for 41.42 per cent of the total subscriber base, thereby fueling the sector’s growth

• In 2016, Airtel launched its 4G services in 296 cities across the India • In 2016, BSNL started its first 4G Wireless Broadband Internet Service- WiMAX • Reliance Jio, has launched 4G services across pan- India as on December 2015

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Telecom Regulatory Authority of India, TechSci Resear Telecom Regulatory Authority of India, TechSci Research Notes ch Notes

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Incomes have risen at a brisk pace in India and will continue rising given the country’s strong economic growth prospects.

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Nominal per capita income have recorded a CAGR of 8.87 per cent over 2000–15

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Increasing income has been a key determinant of demand growth in the telecommunication sector in India

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The IMF estimates nominal per capita income to expand at a CAGR of 5.43 per cent over 2010–19

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Per capita income is expected to expand at a CAGR of 7.8 per cent for the period 2015-19

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Telecom Regulatory Authority of India, TechSci Resear Telecom Regulatory Authority of India, TechSci Research Notes ch Notes

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The emergence of an affluent middle class is triggering demand for the mobile and internet segments

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A young, growing population is aiding this trend (especially demand for smart phones)

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INCREASING INTERNET REVENUES AND SUBSCRIPTIONS :

Telecom Regulatory Authority of India, TechSci Resear Telecom Regulatory Authority of India, TechSci Research Notes ch Notes

  

The Mobile Value Added Services (MVAS) industry is forecast to expand at a CAGR of 30.93 per cent to USD9.5 Billion by 2015 from USD1.1 billion in 2007 The share of non-voice revenues, which currently stands at around 10 per cent of telecom operators’ revenues, is estimated to rise to more than 30 per cent in the next five to seven years A decline in the prices of smartphones and data subscription rates is likely to drive demand for MVAS

STRONG POLICY SUPPORT CRUCIAL TO THE SECTOR’S DEVELOPMENT

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1.6 National telecom policy 2012 :

Telecom Regulatory Authority of India, TechSci Resear Telecom Regulatory Authority of India, TechSci Research Notes ch Notes 1.7 Foreign investment flowing in :

Telecom Regulatory Authority of India, TechSci Resear Telecom Regulatory Authority of India, TechSci Research Notes ch Notes

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 

Cumulative FDI inflows into the telecom sector over April 2000–September 2015 amounted to USD17.71 billion During this period, FDI into the sector accounted for 7 per cent share of total FDI inflows into the country till September 2015

1.8 Mobile number portability in India :

Telecom Regulatory Authority of India, TechSci Resear Telecom Regulatory Authority of India, TechSci Research Notes ch Notes

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Mobile Number Portability (MNP) in India was introduced in November 2010

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MNP allows subscribers to change their mobile service provider while retaining their old mobile number

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The portability service was made available for both postpaid and prepaid customers as well as on both GSM and CDMA platforms

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The implementation of MNP has brought a slew of benefits for customers in terms of better plans and offers

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MNP requests increased to 176.39 million at the end of September, 2015

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1.9 PORTER’S FIVE FORCES ANALYSIS

1) Competitive Rivalry  Customers’ low switching cost and price sensitivity are increasing competition among players  High exit barriers are also intensifying competition  There are around 6 to 7 players in each region, leading to intense competition 2) Threat of New Entrants  Strict government regulations.  Extremely high infrastructure setup cost.  Difficulty in achieving economics of scale. 3) Substitute Products  Hardly any threat of substitute products as there is no substitute available in the market. 4) Bargaining Power of Suppliers  High bargaining power of suppliers as there are just a few suppliers in the sector  High cost of switching suppliers 5) Bargaining Power of Customers  Low switching cost and mobile number portability give customers high bargaining power.  Customers are price sensitive.

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1.10 Government Initiatives The government has fast-tracked reforms in the telecom sector and continues to be proactive in providing room for growth for telecom companies. Some of the other major initiatives taken by the government are as follows – 

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The Government of India has allocated Rs 10,000 crore (US$ 1.5 billion) for rolling out optical fiber-based broadband network across 150,000 cumulative gram panchayats (GP) and Rs 3,000 crore (US$ 450 million) for laying optical fiber cable (OFC) and procuring equipment for the Network For Spectrum (NFS) project in 2017-18. The Ministry of Communications & Information Technology has launched Twitter Sewa, an online communications platform for registration and resolution of user complaints in the telecommunications and postal sectors. The TRAI has released a consultation paper, which aims to offer consumers free Internet services within the net neutrality framework, and has proposed three models free data delivery to customers without violating the regulations. The Government of India has liberalized the payment terms for spectrum auctions by allowing two options of payments to telecom companies for acquiring the right to use spectrum, which include upfront payment and payment in instalments. The Department of Telecommunications (DoT) has amended the Unified License for telecom operations, which will allow sharing of active telecom infrastructure like antenna, feeder cable, and transmission systems between operators, thereby lowering the costs of operations and leading to faster rollout of networks. The TRAI has recommended a Public-Private Partnership (PPP) model for BharatNet, the central government’s ambitious project to set up a broadband network in rural India, and has envisaged central and state governments to become the main clients in this project. The Ministry of Skill Development and Entrepreneurship (MSDE) signed a Memorandum of Understanding (MoU) with DoT to develop and implement National Action Plan for Skill Development in Telecom Sector, with an objective of fulfilling skilled labor requirement and providing employment and entrepreneurship opportunities in the sector. The TRAI has directed the telecom companies or mobile operators to compensate the consumers in the event of dropped calls with a view to reduce the increasing number of dropped calls.

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Chapter – 2 Company Analysis

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Chapter-2 Company Analysis of Reliance Jio.

2.1 Introduction

Reliance Jio infocom limited is LTE mobile network operator in India. It is a wholly owned subsidiary company of Reliance Industries. The headquarter of Reliance Jio is in Navi Mumbai, Maharashtra. Jio provides wireless 4G LTE service network (without 2G/3G- based services) and this is only ‘VoLTE’ (Voice over LTE) operation in country. The services were first beta-launched to Jio’s partners and employees on 27th December 2015, on the eve of 83rd birth anniversary of late Dhirubhai Ambani, the founder of Reliance industries. In addition, the services were commercially launched on 5th September 2016. After a month of being commercially launched Jio announced that, it acquired 16 million subscribers. This is the fastest ramp-up by any mobile network anywhere in the world. Jio crossed 50 million connections after 83 days of being launched. On 22nd February 2016, it crossed around 100 million connections. 2.2 Vision: Reliance Jio's vision for India: Broadband will no longer be a luxury. 2.3 Mission: to realize digital India vision, ensure Indians have highest quality and quantity data access at majority affordable prices. 2.4 Operations: Jio owns spectrum over 22 cities and total of 2,300 MHz Pan India. It is valid until 2035. 2.5 Technology : . Jio provides wireless 4G LTE service network (without 2G/3G- based services) and this is only ‘VoLTE’ (Voice over LTE) operation in country. 2.6 Products of Jio: 2.6.1 LYF smartphones Lyf is Reliance Retail's brand of smartphones that was launched in India in 2016 and now these phones are available with free Reliance Jio SIM and its preview offer. Lyf phones come preloaded with Reliance Jio apps like my Jio, Jio express news, Jio chat, Jionet Hotspot, and others. All Lyf smartphones launched as of 2016 run Google's Android operating system. The company launched

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smartphones under four sub-brands - Earth, Water, Wind, and Flame. Lyf's latest mobile launch is the C459. The smartphone was launched in July 2017. 2.6.2 Jionet WiFi LYF-powered JioFi is a portable broadband device brought to you by Reliance Digital. JioFi device allows multiple users and mobile devices to access Jio's 4G high-speed internet connectivity and create a personal Wi-Fi hotspot. The LYFpowered JioFi device can connect a minimum of 10 devices + 1 USB connection, with some models having the ability to support many more connections.

2.6.3 Jio apps (My jio, Jio TV, JioCinema, JioChat Messsenger, JioMusic, Jio4Gvoice, JioMags, JioXpressNews, JioSecurity, JioDrive, JioMoney wallet, JioSwitch) . Reliance ‘Jio Welcome Offer’ also entitles users access to a wide suite of Jio apps, which offers access to ondemand music, video, chat to name a few.

2.6.3.1 My Jio App. MyJio: As the name implies, MyJio app will serve as the hub for all your mobile activity with Jio SIM. Like MyVodafone and MyAirtel apps, MyJio will show users their balance and validity for data, calling and SMS packs. The app can also be used to check usage and generate detailed account statements for up to 6 months. The app also serves as one-stop shop for locating JioNet hotspots, where you can access free WiFi from your WiFi balance.

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2.6.3.2 Jio Chat App. JioChat: You guessed it right – this is the WhatsApp clone in Jio App suite. JioChat is Reliance’s implementation of a messaging app. The app though new is rich with features. Of course, it offers one-on-one messaging but also adds features like voice calling and video calling. With Jio’s focus completely on 4G data usage, Reliance would want its users to skip traditional communication methods and use JioChat for all sorts of messaging and calling. 2.6.3.3 Jio Music JioMusic: The app is an implementation similar to Apple Music, Wynk Music, Saavn, Gaana and others. The app offers millions of HD songs in over 20 languages. JioMusic users can download the songs for offline access with access to personalised recommendations.

2.6.3.4 Jio Money App JioMoney: The app is similar to Apple Pay and Google Pay, for making and receiving payments. It is unclear whether Reliance plans to expand the service as an NFC payment gateway. It could also be a counter to the likes of PayTM and FreCharge.

2.6.3.5 Jio Tv App. JioTV: The app offers instant access to TV programmes with a wide range of TV channels across languages and genres. It offers live TV pause and play feature and currently has access to 300+ channels.

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2.6.3.6 Jio drive App. JioDrive: This Jio branded app offers cloud storage on the go with Jio account. The only service also accessible from desktop offers storage solution when you run out of memory on your smartphone with just 16GB storage. It has auto-upload and sharing features like Google Drive but it is unclear how much storage Reliance offers for free.

2.6.3.7 Jio Magazines App. Jio Magazines : The No.1 Magazine app in India with the majority

Premium and Popular Magazines. Carry your personal library with you and read from more than 500 titles across 15+ categories. With JioMags there is always more to read.

2.6.3.8 Jio Security App. Jio Security : Contacts. Email. Bank Info. Passwords. Personal Messages. You store lots of important stuff on your mobile device. Protect it with Jio Security. It’s Anti Virus and award winning App Advisor powered by Norton Mobile Insights protect you and your device 24x7.

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2.6.3.9 JioXpress News App. JioXpress News : Jio Xpress News is a news app giving you access to 500+ Newspapers, News channels, Magazines, famous Blogs, and News websites from India and across the world. Trending and Latest News – Read news that is Trending everywhere and Get to know of the Latest happenings instantly.

2.6.9.10 JioCenima App.

JioCinema is an ondemand video library from Reliance Jio Infocomm Ltd. We have over 1 lakh+ hours of exciting content: movies, TV Shows, music videos, clips, trailers for our viewers. Download and watch the latest TV serials, movies, music videos, short videos on your Android device! Watch back to back episodes of your favorite shows, movies, international music videos, interesting short clips and more. 2.6.9.11 Jio Net App.

JioNet : lets you stay connected at thousands of hotspots across the country, and you’ll never stress about data limits or speed again. You no longer need to login to any JioNet hotspot, there is no need to accept terms and conditions every time you connect to a hotspot. Simply install JioNet app and forget about every hassle.

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2.6.9.12 Jio4GVoice App. Jio4GVoice : (earlier JioJoin) from Reliance Jio Infocomm Ltd now comes in a brand new avatar. Did you know that your regular smartphone is capable of giving you a crystal clear voice and video calling experience? Jio4GVoice enhances your nonVoLTE 4G phone with VoLTE capabilities. You can now use your non-VoLTE smart phone to make HD voice and video calls to any landline or mobile number anywhere in the world. You can also use these VoLTE features on your existing 2G/3G smartphones via JioFi.

2.7 Marketing: Reliance Jio expected to get 80million subscribers by March 2018, with one of the half churning out of the top three operators according to Jan, 11th report by CLSA. 2.8 Pricing: Jio 4G data services are not intended to lure only the high-end customers but also focus on the low to min range segments. These sections of the market are being targeted by offering all the services at reasonable price.

2.9 Management Team: 2.9.1 Shailendra Nath Sharma:

Former CEO of DEN Networks Ltd.

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(MBA from Kurukshetra University)

2.9.2 Sanjay U. Mashruwala:

Managing Director and Director (M.E. from the university of Texas)

2.9.3 Mathew Oommen:

President of Network, Global Strategy, and Service Development (Master's Degree Oklahoma State University) 2.9.4 Sunil Dutt

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President of Devices Business (Punjab University) 2.9.5 Ashirwad Tillu

Senior Vice President (MTec. IIT Bombay)

2.10 SWOT Analysis :

Strengths

Opportunities

SWOT Analysis

Weakness

Threats

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2.10.1 Strengths 2.10.1.1 Low tariff: - Company has launched its 4G service with highly competitive or rather very low tariff. Company has strong financial capacity to withstand initial losses 2.10.1.2 Very wide network:-Company has created wide national network with a huge investment of around $20 billon. The company has used latest technology and hence capable to give quality service. 2.10.1.3 Brand Name: - Brand Value of company is very high. 2.10.2 Weaknesses 2.10.2.1 Late entry into telecommunication sector: - The telecom sector had grown exponentially in its initial phases, which started around two decades earlier. Presently market has seen only modest growth and it has become highly competitive due to entry big players such as Vodafone, Idea etc. 2.10.2.2 Operation of Mobile Number Portability Still not smooth: Nowadays mobile number has become identity of a person and hence it is difficult for anyone to change his mobile number. MNP takes many days for its implementation and it is hard to manage this transition period. MNP is crucial for Jio as a large number of customer is expected through migration from existing service providers. 2.10.2.3 Highly dependent upon data consumption: As per the current trend, around 60 to 70 percent of revenue comes from voice calling and hence there is a huge potential loss for making voice calling free. This loss can be offset only when consumption of data increases manifold. 2.10.1.3 Opportunities 2.10.3.1Large scale availability of smart phones: In last 2 decades the number of people using Smartphone has increased manifolds. If company is able to provide quality service at competitive rate it can quickly grab large number of customers.

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2.10.3.2 Increasing rate of data consumption: In its earlier phase almajority entire revenue of the mobile service provider was from voice calling. However since last two years the proportion of revenue from data users is increasing exponentially which has resulted in almajority 30-40% of the total revenue. Lower data tariff may further increase data consumption and thus contribute more to the revenue of company. 2.10.3.3 International market: There is huge opportunity in many developing countries 2.10.4 Threats 2.10.4.1 Saturated market: The initial phase of rapid increase in subscriber is now over. A new entrant like Jio needs a large customer base to cross breakeven point. 2.10.4.2 Highly competitive market: After the entry of big players like Vodafone, Idea etc. the market has become highly competitive. 2.10.4.3 Changing Government Policy: The changing government policy like cancelling of 2G licenses ,imposition of tax with retrospective effect(on Vodafone), refund for call drop etc., has created uncertainty in the market causing adverse impact on the investment sentiment. 2.10.4.4 Rapid upgradation in Technology: From 2G to 3G and 3G to 4G changes have occurred in very short span of time. Even next generation 5G is approaching shortly. Each upgradation requires huge investment and it is not possible to remain in market without it. 2.11

Reliance Foundation (CSR) Reliance has always made sustainable development the cornerstone of its business strategy to achieve sustainable and profitable growth, creating in its wake thriving ecosystems around all its businesses. To provide impetus to various philanthropic initiatives of RIL, Reliance Foundation (RF) was set up in 2010 as an expression of its vision towards sustainable growth in India.

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India is a nation of a billion dreams, a billion aspirations and above all great opportunities. To turn these dreams into reality, especially for the vulnerable sections of the society, Reliance Foundation has taken the path of inclusive development to address their basic needs. Reliance Foundation has cumulatively touched the lives of 4 million people in over 5000 villages and various urban locations. Reliance foundation is working in different sectors of society as per the CSR activity, which are as follows:

2.11.1 Community Infrastructure & Environment: A large number of initiatives are focused on developing community infrastructure and protecting the environment. Reliance has developed infrastructure for water conservation and constructed community halls, schools, and health centers in various locations. Some of Reliance's initiatives to promote environment protection include investing in renewable energy sources, promoting green plantations and spreading environmental awareness. 2.11.2 Education & Skill Enhancement: Reliance supports local schools with logistical and financial support, capacity building of teachers and infrastructure development. Reliance also organizes skill development and income-generating programs for local communities. Assistance is also given to such communities by helping them to start Self Help Groups and empowering them with marketing knowhow. Some of their schemes named as reliance community development programs, project Jagruti, reliance Dhirubhai Ambani protsaham scheme etc. 2.11.3 Community Healthcare: Reliance provides affordable curative and preventive healthcare services to the community through various healthcare programs. It has constructed health centers, operates mobile medical clinics and emergency ambulance services, and conducts various camps on health awareness. Reliance is also focusing on specific areas like addressing maternal mortality and providing support to patients suffering from chronic ailments such as AIDS and TB. 2.12 Competitors: 2.12.1 Airtel : Airtel has a Rs 1495 plan that gives users 30GB of data for 3 months, effectively giving users 10GB of data at 500 rupees per month. A Jio Prime user in the same time frame will get 90GB of data for Rs 909. The only advantage that the Airtel offer has is the fact

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that Jio has a 1GB per day fair usage cap after which the speed gets reduced to 128kb/s while an Airtel customer can choose to use as much of their free data in one day. Airtel has also introduced two unlimited voice calling packs at Rs 145 and Rs 345. The former offers unlimited Airtel to Airtel voice calls along with 300MB of 4G data while the latter offers unlimited local/STD calls to all operators and 1GB of 4G data. Both plans have a validity of 28 days. 2.12.2 Vodafone : Vodafone has a Rs 297 plan which gives a user 4GB of 3G data with a validity of 28 days. Similar to Airtel, Vodafone also offers two free voice calling plans. The first, at Rs 149 offers unlimited Vodafone to Vodafone voice calls along with 300MB of 4G data. The second, at Rs 349, offers unlimited local/STD calls to any operator along with a gigabyte of free 4G data. Both plans have a validity of 28 days. 2.12.3 Idea : For Rs 297, Idea customers can get 3GB of data with a validity of 28 days. Idea also has two voice calling plans. The cheaper plan gives 300MB of 4G data along with unlimited Idea to Idea calls at Rs 149 while the more expensive plan offers 1GB of 4G data alongside unlimited local/STD calls to any operator at Rs 348.

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Chapter- 3 TASKS ACCOMPLIS HED DURING INTERNSHIP

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Chapter: 3 TASKS ACCOMPLISHED DURING INTERNSHIP 3.1. Internship Dates – 3rd April 2017- 3rd June 2017 3.2. Brief Introduction of Tasks Handled in internship I started my internship as a sales person. My primary job was available in the store and handling the store operations, for examples selling the new sim cards, providing the information about the products and plans, handling the quarries and report to the area sales manager about the stock. Every week I should report to the head office about the selling and available stock of products. During my internship, I was travelled across the cities like Pali, Jalore and Jaipur. I should collect the information about the stocks availability and deliver the required stock of products. During the summer internship period, I got a chance to attend the seminar about sales promotion and customer satisfaction in Jiapur. I used to send daily sales report to our area sales manager. I used to coordinate with top and middle level management. 3.3. Department: I worked in sales department which has an area sales managers and two other interns along with me.

3.4. Reporting head: City head (Manish Dave)

3.5. My Role: Sales Intern

3.6. Week wise Consolidation

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3.6.1 Week 1 : First day of my organization, basically was into training and pitching about

03-04-2017

the product. Training Day-2 Basically was into the creation of excel sheets and also about

04-04-2017

the product delivery services and features were explained.

05-04-2017

Went with Area sales manager to visit the store where the work done.

06-04-2017

Went with the sales executive to learn selling process.

07-04-2017

Started work in the store and learn about the reporting software. Collecting all the stocks available in the stores and report to area manager

08-04-2017

and visit the head office with the data.

3.7. About Internship: When I joined the organization there were seven stores in the city. I supposed to work within the city but that time other two small cities are added in my territory. So I should also coordinate with them. During the period of internship I was travelled the both cities. And make the contact with the store managers and get relevant data. I was the responsible for three cities stores. I was monitor the sales operations and report to the city head and head office.

3.8. Roles and resposiblities: 3.8.1 Main responsibility was sale the product and handling the quarries. 3.8.2 Collection of the sales data from the stores of my tertiary. 3.8.3 Need to send weekly report to the head office. 3.9 Targets: A certain no. of products required to sell in a week and maintain the store stock, was

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instructed by the seniors. We are successfully meet the targets and accomplish the tasks.

3.10 Learnings : 3.10.1 Handling the quarries was the challenging the task because it requires the patients. I learnt to be calm and resolve the problems. 3.10.2 The sales was another difficult work because majority of the work was paperless, it was taken some time to handle the application and I learned. 3.10.3 I learn the style of communication with superior and the subordinate.

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Chapter – 4 Business Research

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4 Research Design:

4.1 Statement of the problem:

The basic problem of this particular research to be conducted is, the customer satisfaction after using the Jio, this research is carried mainly to focus on the existing customer and there satisfaction. Service industry is a large chunk so we cannot give 100 percent assurance to the service we provide all the time. So rectify the minor problems which may happen after the purchase, these thing are being critically analysed with the help of the questionnaire. 4.2 Objectives of research problem:

   

To understand the Satisfaction level of the customer using Reliance Jio To determine the future expectation towards services provide by Reliance Jio. To analyse demographic factors of Reliance Jio users. To determine the performance of the services provided by Reliance Jio.

4.3 Scope of the study: This is an initiative in order to connect with people who are related to the organisation i.e. Customers. The organisation had difficulties to connect with the people related to the problems which the clients face so the research is based on the satisfaction level of the customers and there feedback being recorded for the improvement of the service and the company. 4.4 Significance of the study: This study is conducted to analyse the effectiveness of Customer satisfaction with reference to Cluster Sampling. A study like this can attempt to guide the future plan for organization which will lead to the growth of the company and the increase of market share 4.5 Methodology: 4.5.1 Sampling Procedure: 

Sample Size: 48



Type of research : Descriptive Research

4.5.2 Descriptive Research: The type of research technique used is descriptive as the data is collected from wide range of customers who are located in different locations of the city. The data is said to be very intensive as the data analysis and research have been done in depth.

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

Sampling Technique: The sampling techniques used in this project is Convenience sampling.



Sampling Area: Jodhpur, Rajasthan

4.5.4 Source of data collection: 

Primary data: Primary data is collected from existing and prospective customers by:

a. Questionnaire: A well-structured questionnaire was used as a tool for asking a set of standardized questions to know the effectiveness of different channels of marketing for their response. The data was collected by continuous field survey during the internship period. b. Interview: The next step involved in collecting primary information was done by discussion with people. Thus valuable information was gathered through informal friendly talks with the people.

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4.6 ANALYSIS OF DATA:

Gender:

Interpretation As per the research 57.6% of users are male and 42.4% are female. Inference : : From the given data we can analyze that majority of the people using the services providing by the Reliance Jio are male.

Age:

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Interpretation . As per the data found that 84.80% of users are lay in the age scale between 2130 years, and other 15.20% users lay in the age group of 31-40 years. That indicate that the users of Reliance Jio are majority of the young generation. Inference : : As per the research the age of the users of the services providing by the Reliance Jio. The data shows that majority of the users are the youth

Profession :

Interpretation : From the above chart it can be interpreted that the research on the effectiveness of different customers to ask about their profession, by seeing the response we can say that more than 87 % people have responded were the students though 12.9% people are working person so we should work on student oriented plans and schemes.

From the above chart it can be interpreted that the research on the effectiveness of different customers to ask about their profession, by seeing the response we can say that more than 87 % people have responded were the students though 12.9% people are working person so we should work on student oriented plans and schemes. Inference : As per the research we find out majority of the Reliance Jio user are the students as per the profession then the working professional.

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2. Purpose of using: Some of the important answers are respond by the people I. II. III. IV.

Availability of good plan Travelling a lot, has network issues in transit. Price factor Using for study.

Reasons

Responses

Percentage

Study

21

42%

Price

8

16%

Traveling

9

18%

Network

12

24%

Interpretation : From the above table it is observed that 42% of the respondents are using the service for study purpose, 16% of the respondents are using for efficient price factor, 18% of the respondents are using because they are travelling around, and 24% of the respondents are using because they have poor network quality on other service providers. Inference : As per the research majority of the Reliance Jio users are using the service for the purpose of the study.

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3. Acknowledge about the services.

Interpretation : From the above pie chart it is Interpretation that 74.2% of the respondents are aware about the service by internet, 16.2% of the respondents are aware about the service by TV/Radio, 3.2% of the respondents are aware about the service by their friends, and 6.5% of the respondents are through newspaper. Inference : As per the research majority of the Reliance Jio users are aware about the services through the Internet.

48 5. Product using

Interpretation : As per the diagram we should get affair idea that people using sim card more than the Jiofy. So we should modify the plans and advertise it more to improve the selling. Inference : As per the study done majority of the Reliance Jio users are using the simcard.

6. Satisfaction towards calling quality.

Satisfaction level

Percentage

Very Satisfied

25%

Satisfied

22%

Neutral

29%

Unsatisfied

19%

Very Unsatisfied

5%

Interpretation : As per the above diagram 25%, people are very satisfied with the quality of the call, 22% respondents are satisfied, 29% respondents are neutral, 19 % respondents are not satisfied, 5% respondents are unsatisfied, so we should work on the maintain the calling quality standard and improve the calling quality standard.

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Inference : As per the study done, majority of the Reliance Jio users are neutral as per satisfaction level of the calling quality. 7. Satisfaction towards network availability.

Satisfaction level

Percentage

Very Satisfied

9%

Satisfied

51%

Neutral

22%

Unsatisfied

19%

Very Unsatisfied

Nill

Interpretation : As per above diagram 9% are very satisfied with the network availability, 51% respondents are satisfied, 22% respondents are neutral, 19% are unsatisfied, and nobody is very unsatisfied so we should less work on network but we should maintain this position. Inference : As per the research majority of the Reliance Jio users are satisfied as per satisfaction level of the network availability.

8. Satisfaction towards data connection.

Satisfaction level

Percentage

Very Satisfied

19%

Satisfied

54%

Neutral

6%

Unsatisfied

16%

Very Unsatisfied

5%

50

Interpretation : As per above diagram 19% are very satisfied with the data connection, 54% respondents are satisfied, 6% respondents are neutral, 16% are unsatisfied, 5% are very unsatisfied so we should less work on network but we should maintain this position. Inference : As per the study done majority of the Reliance Jio users are satisfied as per satisfaction level of the data connection.

9. Satisfaction towards price. Satisfaction level

Percentage

Very Satisfied

48%

Satisfied

29%

Neutral

16%

Unsatisfied

6%

Very Unsatisfied

1%

Interpretation : AS per above diagram 48% are very satisfied with the price factor, 29% respondents are satisfied, 16% respondents are neutral, 6% are unsatisfied, 1% are very unsatisfied so we should more work on price factor and we should maintain this as an strength. Inference : As per the study done majority of the Reliance Jio users are very satisfied as per satisfaction level of the price.

10. Satisfaction towards customer service.

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Satisfaction level

Percentage

Very Satisfied

22%

Satisfied

29%

Neutral

32%

Unsatisfied

9%

Very Unsatisfied

8%

Interpretation : As per above diagram 22% are very satisfied with the customer service, 29% respondents are satisfied, 32% respondents are neutral, 9% are unsatisfied, 8% are very unsatisfied so we should but we should work on customer service and retain the existing customers. Inference : As per the study done majority of the Reliance Jio users are neutral as per satisfaction level of the customer service.

11. Awareness about the future products of Reliance Jio

Interpretation : As per the available data 38.7% of the respondent know about the future product, 41.9% not know, 19.4% are doubtful about the product. So as per the analysis we find out people are engage with us and waiting for the future products.

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Inference : As per the study done majority of the Reliance Jio users are unaware about the future products of Reliance Jio.

12. Suggestions by the customers for existing services of Reliance Jio. I. II. III. IV.

Maintain the plans and network quality. Increase the reachability towards the remote areas. Make prime with low subscription fee and have plans suitable to usage. Improve the calling quality.

13. Future expectation from Jio. I. II. III. IV. V.

Good service and better plans. It should be customer friendly. Plans should be affordable for all the classes of people. Strong Network Availability at each and every places of india , better calling quality, reasonable prices, and have a good company growth. It should improve the network service data service and make it more reliable.

4.7 Findings :            

As per the above research done majority of the Reliance Jio customers are male. Research done majority of the Reliance Jio customers are 21-30 years old. Above research done majority of the Reliance Jio customers are students. As per the above research done majority of the Reliance Jio customers are using the service for the purpose of the study. Majority of the Reliance Jio customers are aware about the services through the Internet. As per the above research done majority of the Reliance Jio customers are using the sim card. Majority of the Reliance Jio customers are satisfied as per satisfaction level of the network availability. As per the above research done majority of the Reliance Jio customers are are neutral as per satisfaction level of the calling quality. Reliance Jio customers are satisfied as per satisfaction level of the data connection. Research done majority of the Reliance Jio customers are very satisfied as per satisfaction level of the price. As per the above research done majority of the Reliance Jio customers are neutral as per satisfaction level of the customer service. As per the above research done majority of the Reliance Jio customers are unaware about the future products of Reliance Jio.

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4.8 Suggestions :      

To launch special schemes for the students To maintain price level customer friendly. To build customer friendly services. To work on customer care services. To provide the services in remote areas. To provide services as per the customer expectation.

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Annexure-I

55

A study of customer satisfaction of services provide by Reliance Jio

Research Objectives: 1. 2. 3. 4.

To determine the satisfaction level of existing customers. To determine the future expectation towards services provide by Reliance Jio. To study of demographic factors of Reliance Jio users. To determine the performance of the services.

1. Name ………………………………………. 2. Email ID …………………………………………………………………… 3. Phone No. ………………………………….. 4. Gender

I. II. 5. Age I. II. III. IV. V.

Male Female Less than 20 21-30 31-40 41-50 50 and above

6. What is your profession ?

i) ii) iii) iv)

Student Working professional Business personal Other (then mention)………………………

7. Are you using Reliance Jio?

i) Yes ii) No

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8. If Yes /No, then why?

……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ………… 9. Which product do you use?

i) Sim card ii) Jiofi

10. Rank the following options from 1 to 5. There 1 (highest) and 5 (least).

i) ii) iii) iv) v)

Service Plans Quality Network Data speed

11. Reason for the rank 1st

……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ………… 12. Reason for the rank 5th

……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… …………

57 13. Mark the raw opposite the column.

Very Satisfied

Satisfied

Neutral

Unsatisfied Very Unsatisfied

1) Calling quality 2) Network availability 3) Data connection 4) Price 5) Availability 6) Customer service

14. How do you know about the product ?

i) Newspaper ii) Internet

iii) Tv/Radio iv) Other (specify) …………….. 15. Provide any suggestions for existing service providing by Reliance Jio.

……………………………………………………………………………………………… ………………………………………………………………………………………………

16. Are you aware about the future products and services that will be launching soon?

i) Yes ii) No 17. What are your expectations, about the future products and services that will be provide by

Reliance Jio ? ……………………………………………………………………………………………… ……………………………………………………………………………………

58

Annexure-II

59

RAMAIAH INSTITUTE OF MANAGEMENT PGDM - AICTE - II Semester - Batch 2016-2018 Weekly Report of SUMMER INTERNSHIP (SIP) at _Reliance Jio Infocom_____________________________ (Company Name)

To _______Jamuna A.S_____________________ (Faculty Guide Name) Ramaiah Institute of Management, Bangalore. Sir / Madam, The following tasks were undertaken during the week _3rd April,2017_ (starting date) to ___8th April,2016___________ (ending date) Observation / Date

Task Handled

Remarks of Faculty Guide

3rd April

Orientation Program

4th April

Orientation Program

5th April

Orientation Program

6th April

Briefing about the work to be done by the interns

7th April

Briefing about various details about plans

8th April

Assigning location store

Student Name: ____Neeraj Joshi___________ Reg. No.:_161430___ Student Signature: _____________________________________________ Faculty Guide Signature: ______________________________

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RAMAIAH INSTITUTE OF MANAGEMENT PGDM - AICTE - II Semester - Batch 2016-2018 Weekly Report of SUMMER INTERNSHIP (SIP) at _Reliance Jio Infocom_______________________________ (Company Name)

To _______Jamuna A.S______________________ (Faculty Guide Name) Ramaiah Institute of Management, Bangalore. Sir / Madam, The following tasks were undertaken during the week _10thApril,2017____ (starting date) to ___15th April,2016___________________ (ending date) Date

Task Handled

10th April

Visited Head office in Jodhpur.

11th April 12th April

Collected the orders from different company outlets in Jodhpur, Pali and nearby. Store operations.

13th April

Store operations.

14th April

Store operations.

15th April

Report the manger about the stock available in store.

Observation / Remarks of Faculty Guide

Student Name: ___________Neeraj Joshi_____ Reg. No.:_161430 Student Signature: _____________________________________________ Faculty Guide Signature: ______________________________

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RAMAIAH INSTITUTE OF MANAGEMENT PGDM - AICTE - II Semester - Batch 2016-2018 Weekly Report of SUMMER INTERNSHIP (SIP) at _Reliance Jio Infocom________________________________ (Company Name) To _______Jamuna A.S_____________________ (Faculty Guide Name) Ramaiah Institute of Management, Bangalore. Sir / Madam, The following tasks were undertaken during the week _17th April,2017____ (starting date) to ___22nd April,2016___________________ (ending date) Date

Task Handled

17th April

Visited the head office for sales report.

18th April

Attending 3days conference in Jaipur.

19th April

Attending 3days conference in Jaipur.

20th April

Attending 3days conference in Jaipur.

21st April

Store operations.

22nd April

Report the manger about the stock available in store.

Observation / Remarks of Faculty Guide

Student Name: ___Neeraj Joshi________________ Reg. No.:_161430___ Student Signature: _____________________________________________ Faculty Guide Signature: ______________________________

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RAMAIAH INSTITUTE OF MANAGEMENT PGDM - AICTE - II Semester - Batch 2016-2018 Weekly Report of SUMMER INTERNSHIP (SIP) at Reliance Jio Infocom_____________________________ (Company Name) To _______Jamuna A.S_____________________ (Faculty Guide Name) Ramaiah Institute of Management, Bangalore. Sir / Madam, The following tasks were undertaken during the week _24thApril,2017_____ (starting date) to ___8th April,2016___________________ (ending date) Observation / Date

Task Handled

Remarks of Faculty Guide

24th April

Store operations.

25th April

Store operations.

26th April

Store operations.

27th April

Visit the head office.

28th April

Collected the orders from other company outlets in jodhpur.

29th April

Report the manger about the stock available in store.

Student Name: ____Neeraj Joshi____________ Reg. No. 161430 Student Signature: _____________________________________________ Faculty Guide Signature: ______________________________

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RAMAIAH INSTITUTE OF MANAGEMENT PGDM - AICTE - II Semester - Batch 2016-2018 Weekly Report of SUMMER INTERNSHIP (SIP) at _Reliance Jio Infocom________________________________ (Company Name) To _______Jamuna A.S_____________________ (Faculty Guide Name) Ramaiah Institute of Management, Bangalore. Sir / Madam, The following tasks were undertaken during the week _1st May,2017____ (starting date) to ___6th May,2016___________________ (ending date)

Date

Task Handled

1st May

Visited the head office for sales report.

2nd May

Store operations.

3rd May

Store operations.

4th May

Store operations.

5th May

Store operations.

6th May

Report the manger about the stock available in store.

Observation / Remarks of Faculty Guide

Student Name: ___Neeraj Joshi________________ Reg. No.:_161430___ Student Signature: ___________________________ Faculty Guide Signature: ______________________________

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RAMAIAH INSTITUTE OF MANAGEMENT PGDM - AICTE - II Semester - Batch 2016-2018 Weekly Report of SUMMER INTERNSHIP (SIP) at _Reliance Jio Infocom________________________________ (Company Name) To _______Jamuna A.S_____________________ (Faculty Guide Name) Ramaiah Institute of Management, Bangalore. Sir / Madam, The following tasks were undertaken during the week _8th May,2017____ (starting date) to ___13th May,2016___________________ (ending date)

Date

Task Handled

8th May

Visited the head office for sales report.

9th May

Store operations.

10th May

Store operations.

11th May

Store operations.

12th May

Store operations.

13th May

Report the manger about the stock available in store.

Observation / Remarks of Faculty Guide

Student Name: ___Neeraj Joshi________________ Reg. No.:_161430___ Student Signature: _____________________________________________

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Faculty Guide Signature: ______________________________

RAMAIAH INSTITUTE OF MANAGEMENT PGDM - AICTE - II Semester - Batch 2016-2018 Weekly Report of SUMMER INTERNSHIP (SIP) at _Reliance Jio Infocom________________________________ (Company Name) To _______Jamuna A.S_____________________ (Faculty Guide Name) Ramaiah Institute of Management, Bangalore. Sir / Madam, The following tasks were undertaken during the week _15th May,2017____ (starting date) to ___20th May,2016___________________ (ending date)

Date

Task Handled

15th May

Visited the head office for new project.

16th May

Project Analysis.

17th May

Project Analysis.

18th May

Project work.

19th May

Project work.

20th May

Project work.

Observation / Remarks of Faculty Guide

Student Name: ___Neeraj Joshi________________ Reg. No.:_161430___ Student Signature: _____________________________________________

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Faculty Guide Signature: ______________________________

RAMAIAH INSTITUTE OF MANAGEMENT PGDM - AICTE - II Semester - Batch 2016-2018 Weekly Report of SUMMER INTERNSHIP (SIP) at _Reliance Jio Infocom________________________________ (Company Name) To _______Jamuna A.S_____________________ (Faculty Guide Name) Ramaiah Institute of Management, Bangalore. Sir / Madam, The following tasks were undertaken during the week _22nd May,2017____ (starting date) to ___27th May,2016___________________ (ending date)

Date

Task Handled

22nd May

Project work.

23rd May

Project work.

24th May

Project work.

25th May

Project work.

26th May

Project work.

27th May

Project work.

Observation / Remarks of Faculty Guide

Student Name: ___Neeraj Joshi________________ Reg. No.:_161430___ Student Signature: _____________________________________________

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Faculty Guide Signature: ______________________________

RAMAIAH INSTITUTE OF MANAGEMENT PGDM - AICTE - II Semester - Batch 2016-2018 Weekly Report of SUMMER INTERNSHIP (SIP) at _Reliance Jio Infocom________________________________ (Company Name) To _______Jamuna A.S_____________________ (Faculty Guide Name) Ramaiah Institute of Management, Bangalore. Sir / Madam, The following tasks were undertaken during the week _29th May,2017____ (starting date) to ___3rd June,2016___________________ (ending date)

Date

Task Handled

29th May

Project work.

30th May

Project work.

31st May

Project completion.

01st June

Project submission.

02nd June

Project approved.

03rd June

Certificate collection.

Observation / Remarks of Faculty Guide

Student Name: ___Neeraj Joshi________________ Reg. No.:_161430___ Student Signature: _____________________________________________ Faculty Guide Signature: ______________________________

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Bibliography: a. b. c. d. e. f. g. h. i. j. k. l. m.

TARI website www.tari.in Reliance Jio official website www.jio.com Reliance official website www.ril.com Times of India journals. Free press journal. IIM – Rohtak journal. www.iimidr.ac.in gadgets.ndtv.com/tags/reliance-jio/articles economictimes.indiatimes.com/topic/Reliance-Jio indianexpress.com/about/reliance-jio/ www.business-standard.com/topic/reliance-jio-16 www.thehindu.com/business/reliance-jio-admits-to-systems. www.moneycontrol.com › NEWS › BUSINESS