Final Black Book Reliace Jio.docx

CHAPTER 1 Introduction The term “telecommunication” is derived from the Greek word “tele” mean distance and the word “communication”meansthe science and practice of transmitting information. Telecommunication is the transmissions of signals over a distance for the purpose of communication. It consists of companies that make communication possible on a global scale, whether it is through the phone, cables and wires. In modern times this process involves the sending of electromagnetic waves by electronic transmitters but in earlier years it may have involved the use of smoke signals drums or semaphore lines. The simplest form of telecommunication takes place between two stations, and it is common for multiple transmitting and receiving stations to exchange data among them. Telecommunication systems are generally run by telecommunication service provider, also known as communication service providers. In many countries, telecom service providers were primarily government owned and operated, but that is no longer the case, and many have been privatized. Communication is a process in which information is transferred from one person to another. Information can be in any form, for example voice calling, data, video calling, etc. Voice communication is the simplest mode of communication. The telecom sector has shown an impressive growth during the past ten years. The share of mobile has overtaken the share of landlines with 62% in the total number of phones. A complete, single telecommunications circuit consist of two stations, each equipped with a transmitter and a receiver. The transmitter and receiver at any station may be combined into a single device called a transceiver. Telecommunication and broadcasting are administered worldwide by an agency of the United Nations called the international telecommunication union. The large growth of the telecommunication companies in India over the last fifteen years can be attributed to the liberal government of Indian economic policy. The

strong growth of the Indian economy after the economic liberalisation in the 1990s induced massive change in the telecom policy and new draft was framed and implemented by Telecom Regulatory Authority of India (TRAI). In 1851, the first operational landlines were laid by government near Kolkata (seat of British power). In 1881 telephone service was introduced in India. In 1883 it merges with the postal system. In 1923 formation of Indian radio telegraph company. In 1932 merger of ETC and IRT into the Indian radio and cable communication company. In 1947 Nationalization of all foreign telecommunication companies to form the post, telephone and telegraph. Reliance Jio Infocomm Limited is a subsidiary of Reliance Industries Limited has built a world class all IP data strong future network with latest 4G LTE technology. It is the only network conceived and born as a Mobile Video Network from the ground up and supporting voice over LTE technology. It is the future ready and can be easily upgraded to support even more data, as technologies advance on to 5G, 6G and beyond. Jio will bring transformational changes in the Indian digital services space to enable the vision of Digital India for 1.2 billion Indians and propel India into global leadership in digital economy. It has created an eco-system comprising network, devices, applications and content, service experience for everyone to live the Jio Digital Life.As part of its customer offers, Jio has revolutionised the Indian telecom landscape by making video calls for Jio customers absolutely free, across India, to any network, and always. Jio makes India the highest quality, most affordable data market in the world.

Selection and Relevance This study is important because we get to know what strategy Jio applies to attract their customers and how it can help the customers. This study will help us to know that how Jio is transforming every home into smart home. This study will enable the reader to know that why we should select Jio as they are providing various offers and they are setting the competition for another telecom companies. It helps to know that how it sets the price for customers and set a new target for its competitors. It helps to know that the other operators are forced to provide the price like Jio offer as they were the first to bring such competitive and affordable price strategy. In this study we get to know that in the future Jio will not provide the internet they will also provide various security accessories like camera installed in homes, door sensors, water leakage sensors and many more which can be operated by the Smart phones. All this services is provided by Jiogigafiber. This study also helps us to know that how much dataare consume by per user month, voice consumption by per user per month and video consumption by per user per month. Data consumption by per user per month is 10.8GB, voice consumption by per user per month is 794 minutes and video consumption drove most of the usage increasing to 460 crore hours per month. Overall data consumption increases from 125 GB crore per month to 240 crore GB per month, voice consumption have grown from 250 crore min per day to 530 crore minute per day and video have grown from 165 crore hours per month to 340 crore hours per month. It helps us to know that because of jio subscriber grew marginally to 119.7 core in December 2018. We get to know that in the month of December 2018 Reliance Jio added 85.64 crore user to their network taking their subscriber base to 28 crore in December 2018. Reliance jio topped the chart with 28 crore broadband subscriber. It will help the reader to know that the TRAI (Telecom Regulatory Authority of India) charges penalty on Vodafone with Rs 1050 crore, Airtel with Rs 1050 crore and Idea with Rs 950 crore for not providing sufficient interconnection to Reliance jio. Reliance jio had submitted to TRAI that it will need 12,727 point of interconnection for mobile services and 3068 point of interconnection for STD call service.

Historical Background Reliance Jio infocomm limited doing business as jio is a LTE mobile network operator in India. It is a wholly owned subsidiary of Reliance industries headquarter in Navi Mumbai, Maharashtra that provides wireless 4G LTE service network operators in the country across all 22 telecom circles in India. The company is in the process to set up the 4G LTE infrastructure which will also be an enabler for a portfolio of rich multimedia digital service including education healthcare entertainment, payment and cloud. It aims to provide anytime, anywhere access to innovative and empowering digital content, application and service there by propelling India into global leadership in digital economy. In June 2010 Reliance Industries bought 96% stake in infotel broadband service limited for Rs 4,800 crore. In June 2015, jio announced that it would startits operation all over the country by the end of 2015. Reliance jio vision for India is that broadband and digital services will no longer be a luxury item, rather concert it into a basic necessity that can be consumed in abundance by consumers and small businesses. JI0 aims to provide anytime, anywhere access to innovative and empowering digital content, applications and services, thereby propelling India into global leadership in digital economy. The services we’re first beta launched to jio partners and employees on 27th December 2015 on the even of 83rd birth Anniversary of late Dhirubhai Ambani the founder of Reliance Industries. The initiatives are truly aligned with the Government of India's Digital India vision for our nation.

Brief Profile Subsidiary of Reliance Industries. Type Telecommunication. Industries 2010, 9 years ago. Founded Mukesh Ambani Founder Navi Mumbai, Maharashtra India. Headquarter Sanjay Mashruwala Key People

( Managing Director) Jyotindra Thacker (Head of IT) Akash Ambani (Chief of Strategy) Mobile

Product

Wireless Broadband Reliance Industries

Parent Company LYF Subsidiaries www.jio.com Website

Reliance JIO’s vision for India is that broadband and digital services will no longer be a luxury item, rather convert it into a basic necessity that can be consumed in abundance by consumers and small businesses. JI0 aims to provide anytime, anywhere access to innovative and empowering digital content, applications and services, thereby propelling India into global leadership in digital economy. The initiatives are truly aligned with the Government of India's ‘Digital India’ vision for our nation.

Definitions of various aspects. Beta Launch: The 4G service we’re launched internally to jio partners its staff and their families on 27th December 2015. Bollywood actor Shahrukh Khan who is the brand ambassador of jio. Commercial Launch: The Company commercially launched its services on 5th September 2016 within the first month. Jio announced that it had acquired 16 million subscribers.

Features of Reliance Jio Affordable Device: Jio has worked with all the leading device manufacturer of the world to ensure availability of 4G LTE smart phones across all price points – from ultra premium models on one brand to entry level on the other. Digital Currency: Jio envision a new India which will use digital currency instead of paper money for a money secure and convenient way to transact. Jio money plays important role in this by offering a platform for affordable and secure digital payment. Jio Drive: It is application which brings powerful cloud capacities to every smart phone. Using Jio Drive anyone can store and share any content between own devices and also with their friends. Digital Education: Teachers and students far from areas can connect with each other. Learning techniques and thus lift the level of education to a completely different plane. Digital Healthcare: Expert medical advice would be available anytime anywhere with medical practitioners able to grow their practice without constraints and provide quality of life to the crores that make up our country. Digital Entertainment and social connectivity: Jio chat is a powerful communication application that integrates chat, voice, video calling and much more. Jio news provides access to the most popular collection of magazine and news from leading publishing across multiple languages.

Different concept pertaining to problem Around Rs 31 lakh fine has been imposed on Reliance Jio whose aggressive offering have led to a tariff war in the market. The penalty on Mukesh Ambani Reliance jio for December quarter on account of TRAI defined service quality parameters including point of interconnect congestion accessibility of call centres and customer care. Network: Jio network shows full strength but once you try calling, it wouldn’t be able to connect. The machine says that the number is busy. In fact the number is not busy the jio network is not able to connect. Decrease internet speed: The speed of internet is very bad. The internet speed has come down to 6 to 10 mbps from 50 mbps during the launch date. Battery consumption: The 4G network of Reliance Jio consume more battery which jio customer are facing till now. Reliance Jio face the problem of interconnection as the other telecom operator were not providing interconnection to Reliance Jio due to which it’s network is not working properly.

CHAPTER 2 Research Methodology Research is essentially an investigation, a recording and analysis of evidence for the purpose of gaining knowledge. Broadly research refer to search for knowledge. It is an attempt to find answer to problem both theoretical and practical through the application of scientific method. Market research is a systematic and comprehensive study of different aspect of marketing problem and challenges for decision making and policy farming. These studies are of great help to people in business who are responsible for making vital decision. Research helps the business to determine what potential customer want and developing better product and service. Research prepares business with several measures to avoid future failure. The research done here is Descriptive research. Descriptive research design Descriptive research design studies are those studies, which are concerned with describing the character of a group. The researcher makes a plan of the study his research work. That will enable the researcher to save and resources such a plan of study or blue print or study is called a research design. Three main purposes of research are to describe, explain, and validate findings. Description emerges following creative exploration, and serves to organize the findings in order to fit them with explanations, and then test or validate those explanations .The reason to adopt the descriptive research is due to the type of research question, design, and data analysis that will be applied to a given topic. Descriptive statistics tell what is, while inferential statistics try to determine cause and effect. Descriptive research aims at fact finding & more often is based on surveys .It’s purpose to describe the present state of affairs of the topic of study. It is more focused than an exploratory study. It provides basic information for formulating more sophisticated study.

Objectives To understand the satisfaction level of the customer using Reliance Jio and also to determine the future expectation towards service provided by Reliance Jio and the performance of the service provided by Jio. To study the awareness of customer about Jio network, the preference of customer towards other network with Jio and to analyse the customer satisfaction.

Hypothesis Jio is the largest internet service provider in India. It has more customers compared to other telecom company.

Scope of study The study makes effort to ascertain, the satisfaction level of customer of Reliance Jio. The subject has been taken for research as it plays key role in the success of telecom sector. No company can think of selling their product without having satisfied customer. As long as the company is able to satisfy its customer, customer would remain loyal. Hence it is very essential to understand the customer satisfaction and to measure the satisfaction level time as there is always scope of improvement. It identify potential high-rises of internet user and it also capture a large customer base. It encourages the enterprises to be a part of Jio 4G services by replacing the existing service used by them and switch to the best network of future.

Limitation of the study The first problem faced is in getting the cooperation of the retailers. Many of the respondents did not agree to the need and utility of the project and hence did not agree to provide me with information. The behaviour of the customer is unpredictable which may results in the lacking of accuracy in the data.

The sample size taken to collect the primary data is of some premium high rises so all the household sector can’t be taken as same demand for Jio service of 4G services, LYF headsets. The employees found it difficult to answer question properly because of their busy work schedule.

Significance of the study It will help consumer to take decision that which operators they should select and use as compared to other telecom company. This study will help them to know that Jio is providing various offer and service. It provide free data in comparison to other telecom company. The study will emphasize on the service provided by Reliance Jio.

Selection of the problem After the launch a number of issues related to the new services have come up which would pose a challenge for Ambani in the days ahead as Jio battles it out with other telecom companies. 1. Voice call failure -Reliance Jio has been stuck in a dispute with incumbent operator over point of interconnectivity. Jio has accused Bharti Airtel, Vodafone and Idea Cellular for not providing sufficient point of interconnectivity. 2. Decreased internet speed - With addition of user to the Jio network the speed of Jio 4G data service has come down. Now the internet speed has come down to 610 Mbps (Megabyte per second) from 50 Mbps (Megabyte per second) during the launch stage. However, the Jio connection face frequent fluctuation hampering the user experience. 3. Lack of volte support in older phones - All those who don’t have volte technology - supported phones cannot make voice calls without the use of Jio 4G voice app. Apart from the volte support most Indian smartphones user are still stuck with 3G phones. 4. Battery Consumption – Reliance Jio has launched its internet service on the 4G band with not much difference in the rates of 2G or 3G service and 4G connection new user are inclining towards Jio.

Sample size This refers to the number of respondents to be selected from the universe to constitute a sample. Population includes people from different occupation such as Employed, Businessman, Homemaker and Student. The sample size of 50 respondents was taken in this study. The sampling includes Simple Random Sampling. Simple Random Sampling – Simple random sampling is one popular and extensively used sampling method. In this method each and every unit of the population has an equal chance of being selected in the sample. Random sampling is useful for the conduct of telephone or mail survey.

Data collection There are two types of data collection: Primary data Secondary data Primary data: The primary data are those, which are collected a fresh and for the first time happen to be original in character. It is the data collected from primary sources which are original sources. Such data are not collected earlier by anybody for any other purpose. It has been collected through a Questionnaire. Questionnaire: This method of data collection is quite popular, particularly in case of big enquiries. Here in our research we will set simple questions and request the respondents to answer the questions with correct information. The questionnaire will be asked in the form of survey. Survey: Survey is the systematic gathering of information from respondent for the purpose of understanding and for predicting some aspect of the behavior of the population of interest. Secondary data: Secondary data are those which have already been collected by someone else and which have already been passed through the stratified process. It has collected through the books, journals & Internet. Data not originally collected for the use in the research project under consideration, but rather for use by some other person

or for some other project are called secondary data. It is collected through newspaper, online libraries and internet.

Tabulation of data Tabulation means the sorting and counting of data and allocating the same to relevant classification categories. Tabulation is an orderly grouping of data or arrangement of data in rows and columns. It is next to editing, coding and classification. It prepares quantitative data in concise form.

Techniques and tools to be used Bar Diagrams and Pie Charts have been used for presenting the results of the survey.

CHAPTER 3 Literature Review Reliance Story Dhirubhai Ambani returns to India in 1957 after a stint with A. Besse & Co. Aden, Yemen. He started a yarn trading business from a small 500 square feet office in Masjid Bunder, Mumbai but dreams of establishing India’s largest company. In 1977 Reliance Textile Industries IPO creates history by introducing the equity cult in India. The issue is oversubscribed seven times, strengthening Reliance growth ambitions. In 1991, Reliance backward integration journey continues. The Hazira plant coming on stream laid the foundation. In 2000 Reliance commission the world’s largest grass root refinery in a record 36 month the Jamnagar petrochemicals and integrated refinery complex. In 2002 Reliance enters the infocomm business and brings about a revolution in mobile telephony in India. In 2005, Reliance makes a strategic decision to recognize its business through a demerger. In 2004 Reliance emerges as the first and only private India organization to be listed in the fortune global 500 list. In 2009 Reliance commences production of hydrocarbons against all odds in just over two years of its discovery making it the world’s fastest green field deepwater oil development project. In 2014 Reliance Retail becomes the largest retailer by revenue, fulfilling the aspiration of millions across the country and bringing international experiences at affordable prices to every corner of India. In 2017 Reliance becomes the first Indian cross Rs 6 trillion market capitalization.

Reliance Company At Reliance the focus on growth is continues and rent less. Its motto “Growth is Life” aptly captures the ever – evolving spirit of Reliance. Its vision has pushed to achieve global leadership. Reliance Industries limited in a fortune 500 company and the largest private sector corporation in India. As Reliance sets sights on even more ambitious goals. It remained inspired and guided by the story and philosophy of its founder chairman Dhirubhai Ambani.

Manufacturing Excellence At Reliance manufacturing is a passion. This passion has driven us to set up world – class manufacturing facilities with extreme operational efficiencies in record times. Reliance has set one more benchmark in the industry with commissioning of ROGC (Refinery off Gas Cracker). Integration of petrochemicals and refinery is unique feat designed to maximize value addition. This highly complex project was both an engineering and execution challenge and has been started in flawless manner in record time. This adds to the past achievement in the entire project at Jamnagar Manufacturing Division (JMD). Reliance projects are of titanic proportions and required millions of engineering offices thousands of tones in equipment and material procured from suppliers across the globe highly advanced, mammoth construction equipment, a workforce of over 75,000 working round the clock for month and a great number of innovative techniques in project execution. Manufacturing divisions of Reliance not only create thousands of jobs for skilled workforce, but also train unskilled workers helping create a strong talent pool.

Safety There is an unwavering commitment to safety in all its operations. Reliance adopts latest and best technologies for all new projects. The safety culture is reinforced with continuous training, updating of process and engaging some of the best expert to impose safety system.

Research and Technology Development Technology has been central to everything Reliance has ever done. The first textile plant to the world’s largest Greenfield refinery to latest telecom business Jio all utilize the best available technology to create timeless assets that give long term returns to stakeholders. Reliance is actively involved in the development of novel and proprietary catalyst, processes and products to improve profitability and accelerate the growth. R&D enables the innovation based growth agenda for Reliance. R&D facilities are headquartered in Navi Mumbai with regional R&D centres spread across India WITH a total area of 300,000 square feet including 120,000 square feet

of laboratory space. R&D centres are among the best equipped in the country. An impressive array of advanced equipment is available to more than 800 researchers and scientist round the clock. Reliance Industries Limited has emerged as an active patent filer in India in very brief time. In terms of filing activity in FY 2015 - 16 alone there were 98 Indian patent applications filed at India patent office as compared to 35 filed in 2011 - 12 which is almost 3 folds growth in last 4 year period.

Concerted Collaboration Reliance is actively collaborating with various international and national institutions for R&D related activities. Some of the key partners are: Reliance - CSIR - IIP Joint Technology Development - An exceptional example of the Make-In-India Initiative is the Reliance Council of Scientific Industrial Research (CSIR) Indian Institute of Petroleum Joint Technology Development for Benzene Extraction from FCC light Naphtha. This venture targets the reductions of the amount of Benzene and other hazardous air pollutants in the gasoline pool a cause for health and environmental concerns. With the successful construction and flawless commissioning of Benzene Recovery Unit (BRU) Reliance & CSIR - IIP have joined the international league of technology developers. Reliance - NMITLI Fuel Cell Technology Joint Development - Reliance is the sole industry partner in the New Millennium Indian Technology Leadership Initiative (NMITLI) project with Council of Scientific & Industrial Research (CSIR) on indigenous ‘Polymer Electrolyte Membrane’ (PEM) fuel cell technology development. A fuel cell test bed is being built, for which the engineering has been done by RIL while the stack is built by its CSIR partner. These components have been integrated and are now functional.

R&D Centres and Focus Areas R&D centres focus on catalysts, chemistry, process engineering, modelling, simulation, applied physics, material science, synthetic biology, biotechnology,

downstream polymer processing, reaction engineering advanced analytical science and product applications.

Products and Brands The expert lies in developing products and market from concept to fruition and beyond. They constantly focus on innovation which helped them to emerge as a trendsetter in various markets and be known worldwide for unbeatable range of products. The operation span from the exploration and production of oil and gas to the manufacture of petroleum products, polyester products, polyester intermediates, etc. Each of the brands is a natural extension of the philosophy of excellence. From Vimal to Recron, the brand is tuned to not only the needs, but also the aspiration of the customers. Today Reliance products and brands touch the lives and enhanced the lifestyle of millions of Indians.

Reliance Foundation Reliance has always made sustainable development the cornerstone of its business strategy to achieve sustainable and profitable growth, creating in its wake thriving eco-system around all its business. To provide impetus to various developmental initiative of RIL Reliance Foundation was set up in 2010 as an expression of its vision towards sustainable growth in India. 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 section 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 15 million people in over 13,500 villages and various urban locations.

Community Infrastructure and 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 centres in various locations.

Environment Protection Drives - Environmental impact assessment and qualitative risk analysis are central to all the new projects. Reliance has converted areas of arid lands into major green zones.

Education and 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 programmes for local communities. Women and Youth Empowerment Programmes - Reliance nurtures and sponsors many projects designed to educate, employ and empower women and youth in and around the catchment areas of its operations. Reliance Community Development Programmes - Reliance conducts several livelihood training programmes and has provided aid and equipment to the physically challenged. Project Jagruti - A project to uplift and bring dyslexic students from the underprivileged segments into the main stream. Reliance Dhirubhai Ambani Protsahan Scheme - A scheme for supporting meritorious students and providing financial aid to the toppers for pursuing higher studies in engineering and medical streams.

Community Healthcare Reliance provides affordable curative and preventive healthcare services to the community through various healthcare programmes. It has constructed health centres, operates mobile medical clinics and emergency ambulance services and conducts various camps on health awareness. Reliance Primary Health Centre - Reliance adopted a PHC in Gujarat for catering to the community health needs under the National Rural Health Mission Programme. Dhirubhai Ambani Hospital - The hospital plays a significant role in improving the quality of life with its prompt and specialized services and by providing free lifestyle treatment.

Awards and Recognition 2018 - Reliance Jio ranked India’s number one and world’s number seventeen. Most innovative company by fast company. Best innovative in R&D Institute for development and commercialization of in house technology for low cost anti – coking & sulfiding additive for gas or naphtha cracker and hydrothreater catalyst by Centre for High Technology ( CHT) & Indian Ministry of Petroleum and Natural Gas. 2017 - 8th Plasticons Award for innovation in green technology for high energy efficient & zero residue process for high performance homo and impact pp. Product Innovator of the year in Petrochemical sector by FICCI for indigenous technology for polypropylene catalyst for polypropylene catalyst & external donor system for raffia grade. 7th National Award for technology innovation in polymeric material for developing novel polyethylene and its high thermally conductive products for electronic applications by Indian Ministry for chemicals and fertilizers. VASVIK Industrial Research Award for outstanding contribution to chemical sciences & technology and commercialization of R&D developed technologies in India.ICC Award for Excellence in process design and engineering for development and commercialization of indigenous technology for benzene recovery from FCC gasoline. 2016 - Winner of the confederation of Indian Industries Sustainable plus Platinum Award. 6th National Award for Technology Innovation in Field Polymer Science for high performance morphological catalyst and precursor technology. 6th National Runner up Award for technology innovation in polymeric material for ultra high molecular weight polyethylene. 2015-Winner of the Platls Global Energy Award for Corporate Social Responsibility. 5th National Award for technology innovation in polymeric material for value addition to sulfur streams through sulfur based polymers sulfur concrete. Federation of Gujarat Industries Award for Excellence in research in science and technology. 2014 - Indian Ministry of chemicals and fertilizers (Department of Chemical and Petrochemicals) 4th National Award for Technology Innovation in Petrochemicals and Downstream Plastic Processing Industry for innovation in polymeric materials.

2013 - Ranked 107th on the Fortune Global 500 list. Ranked 25th on ICIS top 100 chemical companies list. Indian Institute of Chemicals Engineering ICI Award for Excellence in process and product Development. Petroleum Federation of India’s Best Innovation Award. 2012 – Certified as ‘Responsible Care Company by the American Chemistry Council. Jamnagar Refinery listed among the world’s top five manufacturing units by Discovery channel. 2011 - Yasvik Research Award for Excellence in science, technology and technology innovation for development of RELCAT and RELD services of catalyst. 2010 - Ranked second amongst BCG’s ten top global sustainable value creators. Reliance E&P’s KG-D6 won Marico Innovation Foundations Innovation for India Award for combined synthesis of advanced technologies, yielding unprecented result and impact on India’s energy security.

Competitive Comparison Reliance Jio has proven to be disruptive from its 4G data plans to the recent 4G Volte feature phone that was launched last month. The 4G enabled Jio Phone has made other telecom service providers sit up and provide similar plans. Bharti Airtel and Vodafone have brought in competitive data and calling plans to compete with Jio, India today reported. Here’s a look at the plans provided by the three big names in the industry and which one gives you your money’s worth. All three service providers have 4G data plans of 1 GB data for 84 days. Price Vodafone: At first, the plan costs Rs 445 and then drops down to Rs 352. Airtel: Rs 399 Reliance Jio: Rs 399 Calls Vodafone: free roaming and unlimited calls for 84 days Airtel: Unlimited local and STD calls Reliance Jio: Unlimited STD and local Volte calls Sms Vodafone: unlimited SMS

Airtel: No free SMS in either of the plans (Rs 399 and Rs 244) Reliance Jio: unlimited SMS, both local and STD Data All the telecom service providers give 1GB data per day for 84 days. Vodafone has a 4G plan for Rs 352 which gives 1GB data, free roaming and unlimited calls for 84 days, according to the report. While it comes with bonuses like unlimited messages, the plan is a part of a Campus Survival Kit, which is essentially for students and is not very inclusive. Also the students need to be in Delhi or NCR, filtering out the consumer further. At first, the plan costs Rs 445 and then drops down by Rs 93. Airtel has a similar plan for Rs 399 and it includes unlimited local and STD calls. However, it does not provide free SMS as with Vodafone. Another cheaper plan for Rs 244 provides unlimited Airtel to Airtel calls but again there is no free SMS. Reliance Jio has a 1GB Rs 399 plan for the same time period. Topped with unlimited STD and Volte calls, unlimited SMS (both local and STD) makes it a clear winner in the service providers’ race. A similar plan of Rs 309 for shorter duration provides the same services. According to India Today, while Airtel and Jio comes close enough with the amount and data but added features like unlimited SMS puts Jio much ahead than its competitors.

Reliance Jio Jio users will have to pay a subscription fee of Rs 99 if they wish to continue using the freebies in the Happy New Year offer. Additionally, users will have to shell out Rs 303 every month to continue accessing JIO’s4G services and also the full bouquet of Jio media services for one year. Also, voice calling, as promised, will always remain free on Jio numbers. Alike the previous ‘Happy New Year’ offer, the Prime membership too will provide users with a FUP limit of 1GB data for each day. Effectively it translates to 30GB data for a month, meaning Rs 10 per day. Data: 28GB 4G Data (FUP 1GB per day, after this free data but at 128kbps speed)calling: Free calls and messages (Local & STD), free calls and messages on roaming Validity: 28 days

Vodafone Vodafone, a while back, had rolled out a recharge pack priced at Rs 346 which comes with 28GB of mobile internet and unlimited free calls. Vodafone has also put a 1GB data cap on free usage, after which the user will be charged. “Vodafone customers are diverse as are their wants. To satisfy these diverse needs and wants, Vodafone offers various segmented propositions. This is one such segmented offering and the offer is valid only until 15 March,” Vodafone said in an official statement. Vodafone delights: In the new offer called Vodafone Delights, the network service provider is offering its subscribers 24GB of free data in a 3-month cycle. This essentially means that the 24GB can be availed in a period of 3 months, which translates to 8GB per month. This offer is only available to Vodafone post-paid users. Data: 28GB 4G Data (Free 1GB per day, after this normal data charges apply) | Calling: Free 300 minutes/day and total 1200 minutes in 7days (Local & STD), No free calls on roamingValidity: 28 days

Airtel Airtel’s prepaid recharge plan is of Rs 345 which gives the users 1GB of 4G data per day, along with free local, STD calls. Meanwhile, there are terms and conditions of the data usage. 500MB during the day, 500MB during the night. Customers, in order to avail the service, has to sign up before March 31and the recharge will apply for the next 11 months after the deadline. Users should have a 4G smartphone with 4G support. Other things to know: Unlimited local and STD calls, and 28GB data for 28days. The data is divided as daily 500 MB during the day and same for the night (12AM-6AM). According to the Airtel recharge website, the offer still reflects for Airtel subscribers in Delhi and Tamil Nadu circles. The network provider has not said anything on these offers, officially. Some of its offers have been present on Airtel numbers since a long time now.

Surprise offer: Airtel has finally revealed what its Surprise offers are, by offering 30GB of free data. The Airtel Surprise offer is valid for a period of three months from March 13. The monthly limit for the offer is 10GB per month. The offer is valid only for postpaid users, and the subscribers will get 10GB of free data each month, which will total up to 30GB. The deadline for users to avail this offer is March 31. Data: 28GB 4G Data (500MB day time and 500MB night 3am to 5am) Calling: Free 300

minutes/day

and

total

1200

minutes

in

7days

(Local

&

STD),

No free calls on roaming Validity: 28 days

Idea Cellular Idea Cellular has taken on Reliance Jio Prime membership offers by revising some of its tariff plans. Idea Cellular, for its prepaid subscribers, has provided some added benefits in the Rs 348 plan. The network provider is now offering unlimited voice calling feature across India, along with the 1GB 4G data usage per day. The plan can be availed by users with 4G enable mobile phones. Interestingly, there is another value pack which is available at Rs 348 and it is offering free calls across all networks in India alongside 50MB of data. The same tariff plan provides its users with 1 GB of data along with the voice benefit. The plan will be valid for 28 days. Earlier, the company was providing only 0.5 GB data per day. The move by Idea was taken keeping low internet users in mind. Meanwhile, there is another free voice calling and data plan, priced much lower at Rs 148. If Idea subscribers recharge with Rs 148, they will be able to make free Local and STD calls on the same network anywhere in India and also get 50MB of data. Users who have 4G mobile phones will get 300 MB of data alongside the voice calling benefits. Data: 28GB 4G Data | Calling: Free calls and messages (Local & STD), Free calls and Messages on roaming | Validity: 28 days.

CHAPTER 4 Marketing Mix 7P’s of Reliance Jio

Product On 21 July 2017, Jio introduced its first affordable 4G feature phone, powered by KaiOs named as “Jio Phone”. The price announced for it is Rs 0 with a security deposit of 1500 which can be withdrawal back by the user by returning the JioPhons at Jio stores only after three years. This phone was released for beta users on 15th August 2017 and pre booking for regular users started on 24th August 2017. They targeted 70% rural and 30% urban areas. Price At the outset, in an attempt to promote Internet usage within the country and to make the availability of Internet to people from all walks of life. Reliance Jio undertook the initiative of providing SIMs free of cost to any individual against their Aadhar card number and unique mobile number identity. It was estimated that Jio was successful in selling up to 14 lakhs SIM card to individuals within the first few days of its launch. Jio has rolled out reasonable pricing plans wherein consumers are charged reasonably for the data consumption that they undertake. Voice calling is still free for its users who mainly pay for the data usage. Place Reliance Jio a strong presence in the Indian Subcontinent because of the extremely well developed infrastructure that the firms offers. The network is available across all the twenty two telecom sector in the country which include regions all across India. All states and major cities are covered. It has a reach in about 18000 cities and across more than two lakh villages within the country. Promotion Reliance Jio has undertaken an aggressive marketing strategy to create positive brand awareness. It has launched ad campaign on television, radio, newspaper, magazine, etc. and social media platforms including Instagram and Youtube. Jio has partnered with a number of organisations and agencies like The BT group, Millicom, etc. To promote the product. Samsung and Apple for rolling out LTE advanced pro and 5G in the country.

Process Jio provides a number of mobile applications that are available for free download from the google play store which are through free to download but requires the

presence of Jiosim that the user should own. Some of the most popular example of Jio apps include Jio TV, Jio Cinema, JioChat Messenger, and JioMusic and so on. Physical evidence There are 100 Jiocenters in Mumbai which provides services to Jio subscriber. Door to Door service is also provided. Jio is now offering free home delivery of its Jio SIM in more than 600 towns and is also promising to bring the high speed internet in your respective areas. People Jio believes in providing its employees and customers an entire ecosystem which lets them leverage the digital life to the fullest. A vast majority of employees who work at Reliance Jio come from a socio economic environment that is extremely dynamic and diverse. Employees are treated with respect and given enough autonomy to lead process the way they wish to.

7P’s of Vodafone Product Vodafone offers main products like Pre-paid, post-paid and VAS (Value added services). Vodafone has products in various genres of communication such as, smartphones voice and messaging service, internet service, etc. Vodafone targets various segments through various tariff plans. To make usage of data facility easier and compatible, Vodafone smartphones were launched.Vodafone offers a wide range of products including Voice, messaging, data and fixed line solutions. Price Vodafone’s products and services are competitively priced and easily accessible to as many people as possible. In order to beat the competition, the company has ensured that it provides high quality services such as providing high speed data and good network range as compared to what the competition is offering.It sells different services and products, it offers various price structures to suit different customer needs. Mini as well as jumbo prepaid and post-paid plans are available. Place Most of the Vodafone’s services are sold through customer care centres and shops, but they are sold through independent retailer shops. They have a large number of

Vodafone stores across the country. With strong network, and strong range Vodafone is able to have strong distribution network across the country. Promotion Vodafone frequently uses local name recognitions to reach and maintain trusts of its local customers.It advertises its brand value and offers through billboards, TV commercials and other social media outlets in order to reach a large number of people. The most famous move by Vodafone worldwide was the use of Vodafone zoo zoos in India during the Indian premier league. Process Vodafone lays a strong emphasis on processes as a part of its service marketing mix. Since telecom is a service industry, having the processes effective and efficient are a part of the business. Easy availability of top-ups is of utmost importance and having fully functional towers with good signal strengths for the customers. Physical Evidence As far as the physical evidence of Vodafone is concerned, it is their Sims cards which are issued to every customer. Apart from that recharge vouchers, stores, service outlets, digital TV services etc. All are a part of the physical evidence of the brand. Hence, this covers the telecom brand Vodafone marketing mix. People Vodafone has always ensured that its customers are of the highest priority. It serves more than 400 million subscribers worldwide across 150 countries. The Vodafone Company has a staggering workforce strength of over 100,000 employees across the world. People, as customers as well as employees, are a vital pillar in the growth of Vodafone.

7P’s of Airtel Product Airtel provides a wide variety of services in the field of telecom. Airtel was the first one to provide 4G services in India. Airtel provides a variety of low cost plans for its voice and data services. Airtel TV provides over 540 HD channels with superior

picture quality. Some of the products offered are 4G home internet service, broadband internet connections, Dongles and routers for 4G and 3G services. Price Airtel follows a competitive pricing strategy because of the huge competition in telecom segment in India from competitors like Reliance Jio, Vodafone etc. The pricing strategy of all telecom company are monitored by Telecom Regulatory Authority of India to ensure fair prices are being charged to all customers. The aim of Airtel’s pricing strategy is customer retention by providing them with combo offers to boost revenue.

Place Airtel sells its services through distributors and retailers, which form the basis of place strategy in the marketing mix of Airtel. Airtel has got a wide distribution network which spans across 20 countries. Airtel uses retail stores, convenient stores, etc to make its service available to customers. It has wide and extensive presence even in the remotest area. Promotion Airtel is an established and well-known brand in telecom sector. Airtel organises a strong promotional campaign for its service utilizing all media channels from TV, prints, events etc. Airtel has used all the big celebrities to endorse their services like Shahrukh Khan, AR Rehman etc. Airtel also engages in public relations like Education campaigns, girl child awareness campaigns etc. Process Airtel process for providing service to its customer is very easy and streamlined. The process should be customer friendly. The speed and accuracy of payment is of great importance. Airtel also allows its customer easily to identify various plans and pick the most suitable plan.

People Understanding the customer better allows to design best products. Airtel focuses on developing a healthy work culture and efficient functioning of its cross functional teams. Airtel also gives rewards and recognition to identify and retain talent within organization. The people strategy in the marketing mix of Airtel focuses on hiring the right talent, training them and rewarding them. Physical Evidence Airtel retail outlets and relationship centres serves as service point to its customers. Airtel stores try to serve its customer in the best possible way by providing best solution for all customer needs like instant connection, dongle and broadband connection etc. Airtel products like sim card cover and recharge vouchers are beautifully designed to appeal to the customer.

7P’s of Idea Cellular Product Idea Cellular is one of the leading telecom service provider in India. Idea cellular product mix primarily consist of voice service, mobile internet and value added services in its marketing mix. Voice service is further segment across prepaid and post-paid service.

Price Idea Cellular mostly focuses on competitor strategy in the aggressive telecom sector in India. In the fierce competition of the telecommunications sector in India, price is the key weapon that carriers use to survive and live in the long run. Idea provides its customers attractive ISD packages for post-paid services. In the prepaid services the

price of full talk time vouchers starts from as low as ₹100; which is not provided by any other carrier. Combo vouchers are prices at differential rates; thus, they are able to exploit the paying capability of its customers.

Place Idea Cellular has got an excellent reach and its present in almost every corner of India. Catering to both online and offline format, Idea’s presence can be felt easily. In today’s digital era, it is important to have lightning fast customer serviceability. Idea is able to accomplish this by being able to present always with the customers via customer support anytime and all time. Idea stores are available in all major metros in and across India present in all states; this helps them to cater to the customers who are not comfortable with the online mechanism. Promotion Idea Cellular focuses on an aggressive promotion in its marketing mix. Idea Cellular spends a substantial amount of their revenues for advertisements and promotional activities. They have embarked on AbhishekBachchan, who is a famous Bollywood personality as their brand ambassador; thus, providing them a boost to reach out to potential customers. Process Idea Cellular has a centralized design of process structure, thus major chunk of their operations is operated from their headquarters in Mumbai. Right from purchasing of Idea SIM card to complaint servicing Idea is setup over an integrated process structure. This setup is easily accessible to its customers as they have excellent customer service channel. People Idea Cellular focuses a lot of keeping its customers and employees happy. Aditya Birla Group understands that in order to survive in the ultra-competitive telecommunication industry in India, it is very important to be able to be connected with the customers. In such a case, it is very important to have a highly competent

employee base. Idea Cellular attracts employees from across various top graduate universities. Physical Evidence Idea Cellular has presence across all corners of India. They also come up with attractive plans of its services that attract customers to its services. They are present in all metro cities as Idea stores which increases their visibility. The physical evidence covers the Idea stores, simcards, recharge vouchers etc. The Idea Cellular yellow logo is easily identifiable. Hence, this concludes the Idea marketing mix.

CHAPTER 5 Previous study done on Reliance Jio

Source1: Economic Times Telecom According to an article published in Economic Times Telecom (ET Telecom), “Reliance Jio gives free data bundling deal with all smartphone vendors to push Subscriber base”. The article says that the company is entering into partnership With almost all smartphone makers to bundle three months of free voice and free data with handsets. A first for the Indian market, this is seen as a way of ramping up users rapidly, also providing a push to smartphone sales. Accordingly it says that a deal has been struck with Samsung and sales of the devices have already begun. A pact with Apple is also said to be in the works. While Jio opened up its network to staff and others last year, the company said July15 it’s in a high state of readiness for a commercial launch. Reliance Jio already has more than 1.5 million subscribers, which include customers of its Lyfsmartphones, employee and business partners including retailers. Buyers of the bundled devices will be eligible for the SIM card that will allow them to access the Jio network immediately. The three months of free data and talk plan will continue if Jio does not commercially launch its services and tariff plans by then. In a notice to National stock exchange Jio said it plans to raise Rs 15000 crore via a rights issue to existing shareholders, the foremost being parent Reliance Industries. The latest fund-raising comes after Jio had raised Rs 15000 crore via another rights issue to the shareholders that exist back in January 2016. The company has invested Rs 1.34 lakh crore out of Rs 1.5 lakh crore for setting up its own network on spectrum and all other expenses. The company tested a wide range of 4G voice over LTE (Volte) handsets for network compatibility which focused on dual sim models so that subscription of Jio can fit in a second connection. With this, the company also opened up services to smartphones other than own Lyf brand. Source 2: International Business Times Article published in International Business Times namely “How Reliance Industries telecom arm plans to take on Airtel, Idea Cellular”, which highlighted certain aspects of the company before its commercial launch and its effects on the other telecom companies. Reliance Jio Infocomm has come up with a feasible idea that it could be good for both mobile providers and handset makers, even as it gears up to launch its 4G services by the end of this year. Mukesh Ambani controlled Reliance Industries Limited has been creating a buzz for its limited launch of 4G services for about 5 lakh users which consists of its employees, partners, vendors and associates last December.

Currently the user base stands at 1.5 million. After giving 10 GB data at Rs 93 to Reliance Jio sim users within a month of making this offer, the company planned to offer three months of free data and voice services along with handsets. The company finalized deal with Korean company Samsung and the next could be Apple. “The company is expecting that this strategy will help to instantly build its consumer base before its commercial launch which is expected anytime this year”, quoted by RIL official. Later on also stated that “The test program to be progressively upgraded into commercial operations in the month coming by”. Source 3: Indian Express According to an article published in the Indian Express Federal Bank partner’s with Reliance Jio Money for one-click payment services. Reliance Jio Money is a wallet application that will be launched soon for mobile devices where Federal Bank will enable a direct enable a direct payment options for its customers. Through this application leading private sector banks customers can complete a transaction without funding the wallet. They will get a facility to directly pay from their account from the services offered through the wallet. This arrangement will help customers retain cash in their account and use it only when a transaction is made unlike other instances where a wallet would require the user to maintain balance exclusively in the wallet. Once come into service customers will be able to perform a variety of transactions across numerous merchants in just a click. “This arrangement would empower customers to retain the funds with their accounts while enjoying the host of services available in the app.” Said Shalini Warrier, Chief Operating officer, Federal Bank. She added “The bank is very keen on improving customer experience in the digital space and will be coming up with a lot more arrangements and innovations to excite the customers.”

CHAPTER 6 Swot Analysis

Reliance Jio Strength 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. 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. Brand Name: - Brand Value of company is very high.

Weakness 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. 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. 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.

Opportunity Large 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. Increasing rate of data consumption: In its earlier phase almost 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 almost 30-40% of the total revenue. Lower data tariff may further increase data consumption and thus contribute more to the revenue of company. International market:-There is huge opportunity in many developing countries.

Threats 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. Highly competitive market: - After the entry of big players like Vodafone, Idea etc. the market has become highly competitive. Changing Government Policy: The changing government policy like cancelling of 2G licences ,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. Rapid up gradation 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 up gradation requires huge investment and it is not possible to remain in market without it.

Vodafone Strength Massive market coverage: Vodafone is ranked top 2000 brands by Forbes. It is known for its wide distribution and network coverage. It has the second largest subscriber in India. Vodafone operates in more than 25 countries across the globe. Revenues generated: Vodafone generates billions of dollars of revenue every year. It is ranked 104 in its sales figure across the global 2000 list and number 84 in market value. Marketing: The marketing by Vodafone is legendary. The Vodafone zoo zoo’s was a brilliant and endearing campaign which converted many user to diehard fans of Vodafone. Premium cost: While other telecom operators are penetrating the market, Vodafone is differentiating its services regularly. Due to its marketing and communication, user already think that Vodafone is a notch above the rest and they are proud to be a user of Vodafone.

Weakness Dropping brand valuation – One of the possible reasons for the drop in subscriber base of Vodafone can be the dropping brand valuation of the company. Both – subscriber base and brand valuation of the company was very strong to begin with. But both have them have suffered in the last 3-4 years.

Losing market share in USA – USA is a country where Vodafone could have demanded the premium it needs to keep itself afloat. However, it is fast losing market share in the USA to Verizon wireless and AT&T, both of whom are performing far above Vodafone if we consider the US market only. Poor performance in Europe – Due to brexit and other economic conditions in Europe, Vodafone’s performance in its home market has been poor and it has not generated much revenue from its home market. In fact, if we look at revenues, 40% of the revenue is coming from India and not from US or UK.

Opportunities Rural markets – If a high percentage of subscriber base of Vodafone is in India, then rural market penetration becomes a priority for the telecom operator. However, Vodafone seems to be operating more only in urban markets whereas its top competitor such as Airtel and Reliance communications have penetrated rural markets successfully. Emerging markets – Not only rural markets in developing countries, other emerging markets such as those in Africa are also a great potential place for Vodafone. These new and emerging markets have increasing disposable income and communication becomes important once a network is growing. Thus, there are many roles a telecom company can play in an emerging market. 4G – The 4G spectrum has created disruption but at the same time has made people look at the telecom operators once again to see which one they will side with. In india for example, the free plans of Reliance jio have resulted in many people leaving Vodafone and joining Jio.

Threats Competition – A major threat for Vodafone is the competition it faces everywhere it goes.India has Airtel and Reliance Jio. There is cut throat competition in the telecom sector and this is strongly affecting the brand Vodafone, which was trying to offer differentiated services by keeping a bit of premium pricing. Low margins – Vodafone’s differentiation initially worked, but in the last 3-4 years, the competition has been so fierce, that the whole telecom market is operating in a penetrative pricing mechanism. Competition is always good for consumers but too much competition is bad for companies.

Airtel Strength Good returns on capital expenditure -Airtel is relatively successful at execution of new projects and generated good returns on capital expenditure by building new revenue streams. Strong distribution network – Over the years Airtel has built a reliable distribution network that can reach majority of its potential market. Strong Free Cash Flow – Airtel has strong free cash flows that provide resources in the hand of the company to expand into new projects. Strategic Alliances: The Company has top notch stakeholders, namely Sony Ericsson, Nokia and SingTel, and the recent one being Apple. Such strategic alliances boost the brand equity and the bottom line of the company.

Weakness High attrition rate in work force – compare to other organizations in the industry Airtel has a higher attrition rate and have to spend a lot more compare to its competitors on training and development of its employees. Limited success outside core business – Even though Airtel is one of the leading organizations in its industry it has faced challenges in moving to other product segments with its present culture.

Outsourced Operations: Outsourcing operations helped Airtel in lowering its cost. But on the other hand, they are running the risk of being dependent on some other companies which may affect its operations.

Opportunities New customers from online channel – Over the past few years the company has invested vast sum of money into the online platform. This investment has opened new sales channel for Airtel. In the next few years the company can leverage this

opportunity by knowing its customer better and serving their needs using big data analytics. New environmental policies – The new opportunities will create a level playing field for all the players in the industry. It represent a great opportunity for Airtel to drive home its advantage in new technology and gain market share in the new product category.

Strategic Partnership: Partnering with smart phone companies is going to be a smart strategy as far as MNP (mobile number portability in India) is concerned. This will ensure fixed cash flows in the future and a higher customer base.

Threats Intense competition – Stable profitability has increased the number of players in the industry over last two years which has put downward pressure on not only profitability but also on overall sales. No regular supply of innovative products – Over the years the company has developed numerous products but those are often response to the development by other players. Secondly the supply of new products is not regular thus leading to high and low swings in the sales number over period of time.

Idea cellular Strength Robust Services: Idea Cellular offers a wide variety of services over and above just telecom such as digital communication, online entertainment, digital payments, Games, Movies, music, and cloud-based services. Wide network: Idea has a network that spans across India and is there in 40,000 towns across the country. The idea is also credited with the fastest 4 G network in India close to 230,000 sites and a fibre optic cable covering close to 1.28 lakh kms. It is proposed to

expand the Idea 4G services to 20 circles which will cover more than 94 % of the total market. Various domains of service: The Company is also a registered presence in other technology areas such as Enterprise Services, Customer Service, Marketing, Internet & Broadband, Infrastructure Innovation, and VAS.

Weakness Weaker 4 G: In comparison to the market leader Airtel, Idea Cellular indicates slower 4 G speeds and more customer complaints about internet speeds. With increased usage of smartphones, this can turn out to be a critical weakness. Poor rural access: Idea Cellular is more focused on urban marketsand cities and customer complain that the speed is painfully slow in rural regions. This gives many competitors an upper hand in rural areas. Pricing: The competition in the telecom service market is on a steep incline and the only way to penetrate the market through the lowest pricing. However, the company is finding it extremely challenging to undercut the prices of its competitors. Promotional Schemes: Mobile service providers are offering numerous promotional schemes and offers not just on calls but also on data and apps. These promotional schemes are eating into the financial models of the business.

Opportunities Growth in technology: The technology changes are creating new opportunities in domains like VoIP and cloud-based communication services. These may be used as value added services for telecom service providers for which they can charge a premium.

Connected devices: The possibility of cities migrating to smart cities and the emergence of connected devices will present a new segment that technology companies can target. Emerging technologies like artificial intelligence presents a whole new gamut of services.

Threats Competition: There is neck to neck competition in the telecom sector from players like Airtel, Jio, and Vodafone. Lobbying and mafia: There are a lot of unethical practices and malpractices including lobbying and corruption in the telecom sector and this is creating a pricing struggle in the telecom sector in India.

CHAPTER 7 Data Analysis and Interpretation Age group of respondents Age 15 – 20

Number of Respondents

Percentage %

14

28%

28

56%

1

2%

7

14%

20 - 25 25 - 30 More than 30

15 - 20 20 - 25 25 - 30 More than 30

Interpretation 28% of the respondents are between the groups 15 - 20. 56% of the respondents are between the groups 20 - 25. 2% of the respondents are between the groups 25 - 30. 14% of the respondents are above the 30 years of age.

Gender of the respondent Gender

Number of

Percentage %

Respondents 34

68%

16

32%

Male Female

Male Female

Interpretation 68% of the respondents are male. 32% of the respondents are female.

Occupation of the respondent Number of Occupation

Respondents 36

Students

Percentage %

72%

10

20%

0

0

4

8%

Employed Homemaker Businessman

Students Employed Homemaker Businessman

Interpretation 72% of the respondents are students. 20 % of the respondents are employed. 8% of the respondents are businessman.

Internet is being used for?

Number of Internet used for

Percentage %

Respondents 2

4%

24

48%

24

48%

Business Personal Both

Business Personal Both

Interpretation 4% of the respondents use Internet for business purpose. 48% of the people use internet for their personal use. 48% of the people use it for both personal and business purpose.

Are you satisfied with the service provided by the Reliance?

Number of Satisfied

Percentage %

Respondents 38

76%

12

24%

Yes No

Yes No

Interpretation 76% of the respondents are satisfied by the Reliance Jio. 24% of the respondents are not satisfied by the Reliance Jio.

If you are not satisfied with your service provider then what is the reason for dissatisfaction?

Reason for

Number of

dissatisfaction

Respondents

Percentage %

9

18%

27

54%

16

32%

7

14%

Poor Voice Quality Slow Speed High Cost Others

30

25

20

15 Series1 10

5

0

Poor Voice Quality

Slow Speed

High Cost

Others

Interpretation: 18% of the respondents are dissatisfied by Jio as it gives poor voice quality. 54% of the respondents are not satisfied due to slow speed. 32% of the respondents are not satisfied due to its high cost and 14% of the respondents

are dissatisfied by Jio due to other reasons like network issues and call drop issues

If you are satisfied with the service then what did you like about it? Number of Reasons for

Percentage %

Respondents

Satisfaction 30

60%

5

10%

9

18%

24

48%

Fast Internet Better Customer Care Service Better Voice Calling Provides Free Data

35 30 25 20 15

Series1

10 5 0

Fast Internet

Better Better Voice Provides Free Customer Care Calling Data Service

Interpretation 60% of the respondents are satisfied because of fast internet. 10% of the people say that Jio gives better customer care service. 18% of the respondents like its voice calling. 48% of the people like Jio as it provides free internet.

How did you come to know about the Reliance Jio? Awareness

Number of

Percentage %

Respondents 29

58%

12

24%

9

18%

0

0

Word of Mouth Television Social Media News Paper

Word of Mouth

Television Social Media News Paper

Interpretation 58% of the respondents come to know by word of mouth. 24% of the people by televisions. 18% of the people knew by social media.

Which mobile service you prefer? Number of Mobile Service

Percentage %

Respondents 42

84%

8

16%

Prepaid Post paid

Prepaid Post paid

Interpretation 84% of the people use prepaid networks. 16% of the people use post paid networks.

Which mobile phones do you prefer to use? Mobile Phones

Number of

Percentage %

Respondents 4

8%

46

92%

Jio Phones Smart Phones

Jio Phones Smart Phones

Interpretation 92% of the people use smart phones. 8% of the people use Jio Phones.

Since how long are you using Reliance Jio? Number of Respondents

Percentage %

19

38%

22

44%

9

18%

0

0

Less than 1 year 1 - 2 years 2 - 3 years 3 - 4 years

less than 1 year 1 - 2 years 2 - 3 years 3 - 4 years

Interpretation 38% of the respondents are using Jio since less than 1 year.

44% of the respondents are using Jio since 1 - 2 years. 18% of the respondents are using Jio since 2 - 3 years.

What is your average quarterly expenditure in mobile recharge?

Expenditure (Rs)

Number of

Percentage %

Respondents 9

18%

8

16%

22

44%

11

22%

100 - 200 200 - 300 300 - 400 Above 400

100 - 200 200 - 300 300 - 400 Above 400

Interpretation 18% of people quarterly expenditure on mobile is Rs 100 - 200. 16% of the people quarterly expenditure on mobile is Rs 200 – 300. 44% of the people quarterly expenditure on mobile is Rs 300 - 400. 22% of the people quarterly expenditure on mobile is above Rs 400.

Are you aware of the Reliance Jio Giga Fiber? Number of Respondent

Percentage %

25

50%

25

50%

Awareness of the Jio Giga Fiber Yes No

Yes No

Interpretations

50% of the people know about Jio Giga fiber. 50% of the people do not know about Jio giga fiber.

How is the network of Jio?

Network

Number of Respondent

Percentage %

23

46%

26

52%

1

2%

Average Good Poor

Average Good Poor

Interpretation 46% of the people think network is average. 52% of the people think network is good. 2% of the respondents think network is poor.