Customer Satisfaction.docx

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A RESEARCH REPORT ON

“CUSTOMER’s SATISFACTION TOWARDS RELIANCE JIO

CONTENTS

CHAPTERS

TOPICS

Chapter I Chapter II Chapter III

Introduction Literature review 3.1- Problem identification 3.2 -Statement of the problem 3.3- Objective of the study RESEARCH METHODOLOGY 4.1-Research objective 4.2-Research plan 4.3-Research design

Chapter IV

Chapter V

DATA ANALYSIS &FINDINGS 5.1- Data interpretation 5.2-Findings 6.1-Conclusion 6.2-Limitations 6.3-Scope

Chapter VI

Chapter VII

BIBLIOGRAPHY/REFRENCES

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EXECUTIVE SUMMARY The study is based on customers satisfaction,attitude,preferences towards

Reliance jio

infocomm ltd. Customer is the real asset to any organization and the satisfaction occupies an important place for business and management. Every firm is expected to maximize the satisfaction in order to get more market share and profit. Reliance Industries Ltd’s (RIL) telecom unit starts offering free services from 5 th September 2016 to 31 Dec 2016; again the commercial launch free services extend next three month from 31 Mar 2017 onwards. While the company has stated an altruistic objective for Reliance Jio Infocomm Ltd. that of putting India on the global map for mobile broadband Internet access there is no denying that this announcement has jolted the telecom ecosystem across the country. Reliance's Jio has come out with free to low subscription; it could attract more customers and create a strong customer base. The satisfied Jio customer would act as the advertising tool for the company without any additional cost. According to a survey conducted by Bank of America Merill Lynch around 67% surveyed customers in India are willing to use Reliance Jio as a secondary connection rather than a primary connection once the telco stops offering free services in the country

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Abstract - In May 2016, jio launched a bundle of multimedia apps on Google play as part of its upcoming 4G services. While the apps are available to download for everyone, a user will require a Jio SIM card to use them. Additionally, most of the apps are in beta phase. The apps are My Jio, Jio TV, jio Chat Messenger, Jio Music, Jio 4GVoice, Jio Xpress News, Jio Security, Jio Drive, Jio Money Wallet. With the enrichment of technology, the consumer preference is changed from one person to another. For the purpose of satisfying consumers, Telecom industries are offering number of mobile phone networks and also provide cost free services to satisfy their customers. The study involves in analyzing the satisfaction of customer towards Jio network and the data is collected from 50 respondents with help of convenient sampling technique. The study suggests from its analysis to improve the network coverage and remove the calling congestion BACKGROUND AND OBJECTIVES The present study tries to explore the factors affecting consumer purchase intension of Reliance jio.The study also attemots to find out if there is any significant difference between the responses of mail and female wit respect to the factors( PRICE, SOCIAL GROUPS, PRODUCT FEATURE, BRAND NAME, QUALITY and AFTER SALES SERVICES).

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CHAPTER- I

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INTRODUCTION Now-a-days, no one is living without mobile phone. Many number of network services are available in this world. Especially, the study is focused on Reliance Jio network which has been founded in 2007. It is a LTE mobile network operator in India. It is a wholly owned subsidiary of Reliance Industries headquartered in Mumbai which provides wireless 4G LTE service network (without 2G/3G based services) and is the only 100% voLTE (Voice Over LTE) operator in the country. It covers all 22 telecom circles in India. The Relaince unit has been buying spectrum since 2010 under a plan to return this quarter to a market that now has more than 1 billion mobile subscribers. Reliance jio has appointed shahrukh Khan as their brand Ambassador. It invests into wireless unit of about 150 billion rupee. Jio have plan to issue 15 billion new share at Rs.10, each to existing shareholders. Reliance communications owns and operates the world’s largest next generation IP enabled connectivity infrastructure which comprises 2,80,000 kilometers of fiber optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region. Reliance Group ranks among India’s top private sector business houses in terms of net worth. The company has a good customer base and it covers over 21000 cities andtowns and over 400000 villages of India. Reliance Jio is in process to set-up the 4G LTE infrastructure. RJIL is setting up reliance (4th generation) high speed internet connectivity, rich communication services and various digital services on pan India basis in key domains such as education, healthcare, security interfaces and entertainment.

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financial services, government citizen

INDUSTRY PROFILE Reliance Jio Infocomm Limited, more popular known as Reliance Jio, recently shot to news when Mukesh Ambani announced the ideas and plans. of Jio which shook the industry. Share prices of Airtel, Vodafone, and Idea fell considerably when the launch of Jio was made. Though the Lyf phones and Jio sim had already started doing the rounds through preview offer, this was the first proper launch event that took the industry by storm

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Trajectory If market trends are anything to go by, trajectory of RJIL has been on an upswing. It is not a publicly listed company in BSE. But the impact its launch had on Bharti Airtel, Vodafone, and Idea clearly showed the trajectory it is following. With a target of covering pan-India by first quarter of 2017 and letting people into the world of data-giri, they have huge plans with all the bases covered At the price point and service quality, there are virtually no competitors of RJIL. These mark ominous signs for the other companies, while RJIL will continue to take an upward trajectory.

SERVICES 4G BROADBAND Jio 4G Broadband is one of the game-changers. The destructive idea that RJIL has proposed, has shook the market. With Jio 4G broadband, people may be able to access high -speed broadband for as low as Rs. 50 per GB. With 2300 Hz spectrum for 4G all over India- 22 8

circles, and 800Hz and 1800Hz spectrum for 4G in 10 and 6 circles respectively, Jio has it all covered.

The licenses are valid till 2035. With 250,000 km of fibre network across the country, it is supposed to be the fastest and the widest network with least data drop. With Jionet WiFi, it can be used to transmit WiFi in homes and offices at affordable prices.

LYF SMART PHONES

Jio had earlier tied up with Intex for providing handsets with 4G VolTe technology all over the country. They manufactured several models low on cost and high on features- ready for the next level of 4G and voice telephony. However, they soon 9

decided to launch their own brand of phones. They named the range as Lyf phones. The names have been consistent with the models such as Water 1, Water 2, Flame 1, Flame 2, Wind, Earth, among others. At present, the company offers more than 15 handsets with varying range of features. They are mostly made in China phones repackaged as Lyf phones. They come with a Jio preview offer, prior to September 5, the only way to get access to a Jio Sim.

JIO APPS

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Jio Apps- announced free till 2017, are one of the major ideas of investment of RJIL. With subscription-based apps across various categories- all in beta phase so that they can be tested and more content can be added easily, they have a base to get large numbers of users through these apps alone. At present, the following apps are available in beta phase only for Jio sim users (although anyone can download, it requires Jio sim to use them), 

JioTV – live TV services

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JioCinema – just like Netflix, a video library.



JioChatMessenger – like Whatsapp, a messenger service for Jio users.

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JioMusic – music player and subscription model.

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JioJoin- Volte Phone Simulator

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JioMags- Magazine reader and subscriptions

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JioXpressNews – News and daily events

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JioSecurity – Security app

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JioDrive Cloud storage app

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JioMoney Wallet – like Paytm and Airtel money

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CHAPTER-II

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2.1 LITERATURE REVIEW

A.K. Antony (2016)1 “A study on consumer satisfaction towards reliance jio connection palakad area kerala state” The present study aims to know the level of satisfaction towards the reliance jio netconnect. He concluded most of the respondents are highly satisfied with the reliance net connect for its network coverage. Hematherpatan (2016)2 “A study on customers perception towards jio sims” The study was made to know customer perception towards jio sim. During the study it was found that network level is very low, respondents had closen jio for its attractive schemes. Aman Banchhor et al.,(2015), state in their study that Jio is the only company who is using fourth generation (4G) LTE services and which is operating its network on 1800 MHz and 2300 MHz bands in Mumbai. Jio facilitate the normal download speed of 15-20 mbps. Lowest international call tariff in the world. 4G handset with free connection for starting at as less as Rs.2999. No surge pricing on public holidays, festivals and newyear. Reliance Jio manipulate some marketing strategies of competitive pricing and tariff plans, jio is offering special operating own apps like Jioplay, Jiomoney, Jiosecurity etc., Jio is going to charge 1/10th of standard in telecommunication charge, Focusing on calls, text and data respectively without any roaming charges throughout India and Student gets an additional 25% data usage if they registered their sim card on a student ID. Rajan Drmlami(2015), expresses in the study that 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 technology advanced stuff required by almost everybody in today’s environment. From the details it can be concluded that 80% of Reliance Jio users preferred to remain with Reliance Jio and fully satisfied. Also good number of customers who are living to switch from their respective subscribers showed interest in Relaince Jio is capturing the wide area of Indian markets increasingly day by day. Hence, these statistics imply a bright future for the company. It can be said that in near future, the company will be booming in the telecom industry

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2.2 FACTORS AFFECTING ATTITUDE OF CONSUMER TOWARDS RELIANCE JIO

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Price

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Social factors



Product features



Networks

PRICE- Reliance Jio Infocomm Ltd., the telecommunications business of Mukesh Ambani - led Reliance Industries Ltd. pulled a surprise by turning in an operating profit within just three months of its commercial launch. Jio reported higher than expected revenue based on subscription recharges and lower than expected operational cost in its July - September 2017 quarterly earnings. 

Net revenue: Rs 6,147 crore



EBIT: Rs 260 crore



Net loss: Rs 271 crore Reliance Jio started operations in December 2016 but pegged its commercial launch to “quality of service” conditions and has hence reported the July to September 2017 period as its first commercial quarter.1 Social Factors-It started innocently in the summer of 2016: how long could the company’s extended “test trials” be allowed to continue before it launched commercial operations? Before long, a number of issues –the most prominent of which was the company’s free data strategy – snowballed into a sticky regulatory mess that had multiple common threads: the exploitation of loopholes in India’s telecom regulations, allegations of regulator bias, loss of government revenue and the threat of being the final nail in the coffin for the banking system’s precariously-placed telecom loans.

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Product Feature- Feature that make Reliance jio a game changer 

Free voice call forever

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Availability of sim with 4G mobile phones

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Applications like jio music, jio money, jio t.v etc.

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Jio Devices The JioFi router has been launched at just Rs 1,999 and new LYF phone will start at Rs. 2,999.

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New connections Now all you need for an active connection is an Adhaar Card and 15 minutes! Just walk into one of the Jio stores for immediate activation.2

Networks-Jio is one of the 11 major networks we have identified operating in भभभभ. All of the data used in our coverage maps is crowdsourced from our community of app users. We are entirely impartial and all of our data reflects the real-world state of network coverage. To help contribute to our Jio coverage map simply 3-

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CHAPTER-III

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3.1

PROBLEM IDENTIFICATION

4G Compatible Mobile

The biggest disadvantage of jio sim is that it works only with those mobile which are 4g enabled and therefore its reach is limited as not all people will have 4g mobiles. In simple words, one has to purchase 4g enabled mobile first and then only he or she will be able to use the jio sim.

Data Cap

Another limitation of this sim is that there is data cap of 1 GB daily and after competition of that limit internet speed becomes very slow. In this age where one spends the majority of time on mobiles and internet, these 1 GB limit can get exhausted very quickly.

Addiction to Mobile

Another problem is that after the advent of jio sim people have become more addicted to mobile and internet as everything is now done through mobile and if one has to calculate time spent on mobile before and after the jio sim came into existence than one will find that mobile use has almost doubled and people have no time for anything else as they are busy in their mobiles. As one can see from the above that jio sim has advantages as well as disadvantages but one thing is for sure that it has completely changed the telecom sector for better as voice and data charges have come drastically down due to the advent of jio in the market.4

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3.2 STATEMENT OF THE PROBLEM

Even though, Reliance Jio network offers cost free services, the 100% satisfaction of its customer is a doubtful one. Although the customers are availing Jio services, they spend some amount for using other networks. If Reliance Jio fails to give the full satisfaction to its customer, it is difficult to sustain its image in the systematic nation. Hence the study is undertaken for the purpose of analyzing the satisfaction level of the customer of Jio network

3.3 RESEARCH OBJECTIVES



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 suggestions5

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CHAPTER-IV

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4 RESEARCH METHODOLOGY 4.1 RESEARCH OBJECTIVE: The objective of the study is made to analyze the customer’s preference towards Reliance Jio. It also aims to analyze the extent of satisfaction level of Reliance Jio. Questionnaires have been entrusted to 130 respondents for data collection but only 121 questionnaires were found complete for extracting information. Research methodology is purely and simply basic frame work for a study that guiders the collection of data and analysis of the data. In customer surveys adopted this description research design in collection and analyzing of the data.

4.2 RESEARCH PLAN Research design

Descriptive research

Data analysis

Pimary data

Research instrument

Questionnaire

Sampling design

Convenience sampling

Sample size

121

Sample location

Durg- Bhilai

Sampling unit

jio users

scale

5 point likert scale

statistical tools

T-TEST

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HYPOTHESIS: Ho: There is no significant difference between gender and satisfaction level towards Reliance Jio. H1: There is significant difference between gender and satisfaction level towards Reliance Jio.

4.3 RESEARCH DESIGN The research design used in the research id descriptive research. The descriptive research was used to collect the data, which was thought questionnaire in order to know the “CUSTOMERS SATISFACTION TOWARDS RELIANCE jio”. The data has been collected using survey method. The scaling technique is “likert scale”. The data was statistically analyzed using MICRO-SOFT EXCEL (2007).A 5 point likert scale was used to elicit more precise response of customer.Questionnaires are collected through Google form

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% OF MALE RESPONDENT

QUESTIONS (MALE RESPONDENT) QUESTION 1 QUESTION 2 QUESTION 3 QUESTION 4 QUESTION 5 QUESTION 6 QUESTION 7 QUESTION 8 QUESTION 9 QUESTION 10

Strongl Strongl y y Neutral Disagre disagre e% e% TOTAL TOTAL Agree% Agree% % 115 17% 57% 23% 4% 0% 100% 4% 115 21% 55% 19% 1% 100% 115 20% 43% 20% 16% 2% 100% 115 17% 55% 24% 3% 1% 100% 115 20% 55% 22% 3% 1% 100% 115 17% 54% 22% 7% 1% 100% 115 18% 37% 29% 16% 0% 100% 115 20% 53% 21% 6% 0% 100% 115 11% 59% 22% 7% 1% 100% 115 23% 50% 22% 5% 0% 100%

Figure 1

QUESTION 10

QUESTION 9 QUESTION 8

TOTAL

QUESTION 7

Strongly disagree%

QUESTION 6

Disagree%

QUESTION 5

Neutral%

QUESTION 4

Agree%

QUESTION 3

Strongly Agree%

QUESTION 2

TOTAL

QUESTION 1 0

50

100

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150

% OF FEMALE RESPONDENT

QUESTIONS (FEMALE RESPONDENT) QUESTION 1 QUESTION 2 QUESTION 3 QUESTION 4 QUESTION 5 QUESTION 6 QUESTION 7 QUESTION 8 QUESTION 9 QUESTION 10

TOTAL 120 120 120 120 120 120 120 120 120 120

Strongl Strongl y y Neutral Disagre disagre Agree% Agree% % e% e% TOTAL 19% 55% 22% 4% 0% 100% 23% 53% 19% 4% 1% 100% 20% 44% 19% 15% 2% 100% 19% 54% 23% 3% 1% 100% 23% 53% 21% 3% 1% 100% 18% 53% 21% 7% 1% 100% 21% 38% 27% 15% 0% 100% 23% 52% 20% 6% 0% 100% 13% 58% 21% 7% 1% 100% 26% 48% 21% 5% 0% 100%

Figure 2

QUESTION 10 QUESTION 9 QUESTION 8 QUESTION 7 QUESTION 6 QUESTION 5 QUESTION 4 QUESTION 3 QUESTION 2 QUESTION 1 QUESTIONS (FEMALE RESPONDENT) 0

20

40

60

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80 100 120 140

CHAPTER-V

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5.1 DATA ANALYSIS AND INTERPRETATION: GENDER:

 The data are analyzed on the basis of questionnaire  Out of which 63.6% are female respondents  36.4% are male respondents 25

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From the above it has been analyzed that out of 121 respondents most of the respondents were agreed with the RELIANCE jio and their services in all factors price, customers value ,building in long term relationship,HD voice video calling,innovation,speedetc.

5.1 RESULTS TEST: SATISFACTION OF MALE AND FEMALE T-TEST AT 5% LEVEL OF SIGNIFICANCE TABLE VALUE .975

CALCULATED VALUE .41167 .41167<.975

Calculated value is less than the Tabulated value.therefore Null hypothesis is accepted.There is no significance difference between gender at satisfaction level. 30

5.2 FINDINGS 

A majority of the customers look for the price a n d a f t e r s a l e s s e r v i c e s b e f o r e choosing the products. So the company should plan accordingly to increase their sales

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. Most of the respondents are female

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Out of 121 responses 67.6% are females and rest are males

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Most of the respondents were strongly agred with the services of jio.



By the survey we find that the attitude of both males and females are positive towards Reliance jio

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CHAPTER- VI

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6.1- CONCLUSION The study is involved in measuring the level of satisfaction and preference of Jio customer it is assured that the company can achieve the 100 percentage satisfaction of their customer. And also the customer might not be switch over to other networks This study analyses the effects of 4 independent variables(price,social factor,product service and network) on the decisions to purchase Reliance jio. In today’s competitive business, Customers are considered as the backbone of the company. Customer service, like any aspect of business, is a practiced art that takes time and effort to master. The level of satisfaction can also vary depending on other options and customer. Customer satisfaction research will have to help businesses build stronger relationship

6.2- LIMITATIONS 

Lack of time availability while completion of the research.



Respondents are biased at times.



Some respondents were not willing to fill the questionnaire because of their busy schedule.



Study accuracy totally based upon the respondents response.



The behaviour of the customer is unpredictable which may result in the lacking of accuracy in the data.

6.3 SCOPE OF THE STUDY The scope of the study is limites to the Reliance jio services offerd by Reliance communications.Study objective is to examine the various factors which play their part in customers buying behaviour for the customers.The study considered the urban areas of Durg-Bhilai.The sample under consideration consisted of the existing customers of Reliance Communication.

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CHAPTER VII

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BIBLIOGRAPHY/REFRENCES BOOKS:  C.R KOTHARI, Research methodology (methods and techniques), New age international publisher,second edition,2004,ISBN NO. 81-224-1522-9.

WEBSITES: 1. http://www.trp.org.in/wp-content/uploads/2017/05/AJMS-Vol.6-No.1 2. https://www.bloombergquint.com/markets/2017/10/16/how-reliance-jio-ended-up3. 4. 5.

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7. 8.

with-less-red-in-q2 https://thewire.in/tech/reliance-jio-telecom-regulation-trai-anil-amban i https://economictimes.indiatimes.com/slideshows/tech-life/9-features-that-makereliance-jio-a-game-changer/new-connections/slideshow/53957996.cms https://opensignal.com/networks/%E0%A4%AD%E0%A4%BE%E0%A4%B0%E0%A4%A4/ji o%E0%A4%B5%E0%A5%8D%E0%A4%AF%E0%A4%BE%E0%A4%AA%E0%A5%8D%E0%A4% A4%E0%A4%BF https://www.thehindubusinessline.com/companies/many-challenges-lie-ahead-forreliance-jio/article7310144.ece http://www.trp.org.in/wp-content/uploads/2017/05/AJMS-Vol.6-No.1-January-June-2017-pp.2127.pdf http://www.trp.org.in/wp-content/uploads/2017/05/AJMS-Vol.6-No.1-January-June-2017-pp.2127.pdf

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