TABLE OF CONTENT

CHAPTER CONTENTS PAGE NO

ABSTRACT

INTRODUCTION
I 1-17

II
REVIEW OF LITERATURE 18-23

III
RESEARCH METHODOLOGY 24-26

IV
DATA ANALYSIS AND INTERPRETATION
27-64

V FINDINGS
65

VI SUGGESTIONS
66

VII CONCLUSION
67

BIBLIOGRAPHY
68-70

APPENDICES
71-74

PUBLICATION CERTIFICATE

1
 LIST OF TABLES

TABLE NO. TITLE OF TABLES PAGE NO.

4.1 THE AGE OF THE RESPONDENTS 27

4.2 GENDER OF THE RESPONDENTS 29

4.3 OCCUPATION OF THE RESPONDENTS 31

4.4 INCOME LEVEL OF RESPONDENTS 33

4.5 WHICH TELECOMMUNICATION COMPANY YOU 35

PREFER TO USE

4.6 ARE YOU SATISFIED WITH JIO’S CUSTOMER 37

SERVICE

4.7 HOW MUCH YOU’RE SATISFIED WITH JIO 39

PRODUCTS

4.8 DO YOU AGREE JIO OFFERS SERVICES (APPS, 41

SIM, CARD, BROADBAND AND JIOFIBER) AT
REASONABLE PRICE

4.9 DO YOU AGREE JIO’S NETWORK IS FASTER THAN 43

OTHER NETWORKS

4.10 WHICH OF THE FOLLOWING WORDS YOU 45

WOULD LIKE

2
 TO DESCRIBE ABOUT JIO

4.11 WHAT IS THE ONE THING YOU WANT TO 47

CHANGE

ABOUT JIO PRODUCTS

4.12 DURING COVID-19 JIO OFFERED ITS SERVICES, 49

EFFICIENTLY

4.13 WILL YOU SUGGEST YOUR FAMILY AND FRIENDS 51

TO

AVAIL JIO SERVICES

4.14 YOU PERSONALLY PREFER USING JIO SERVICES 53

4.15 WHICH NETWORK YOU CONSIDER AS THE 55

COMPETITIOR OF JIO IN THE MARKET

4.16 HOW LONG HAVE YOU BEEN USING JIO 57

SERVICES

4.17 WHICH OF THESE JIO APPS YOU ARE AWARE OF 59

4.18 WHAT DO YOU LIKE ABOUT JIO 61

4.19 WHAT DO YOU FEEL AS A DRAWBACK OF JIO 63

3
 LIST OF FIGS

TABLE NO. TITLE OF TABLES PAGE NO.

4.1 THE AGE OF THE RESPONDENTS 28

4.2 GENDER OF THE RESPONDENTS 30

4.3 OCCUPATION OF THE RESPONDENTS 32

4.4 INCOME LEVEL OF RESPONDENTS 34

4.5 WHICH TELECOMMUNICATION COMPANY YOU 36

PREFER TO USE

4.6 ARE YOU SATISFIED WITH JIO’S CUSTOMER 38

SERVICE

4.7 HOW MUCH YOU’RE SATISFIED WITH JIO 40

PRODUCTS

4.8 DO YOU AGREE JIO OFFERS SERVICES (APPS, 42

SIM, CARD, BROADBAND AND JIOFIBER) AT
REASONABLE PRICE

4.9 DO YOU AGREE JIO’S NETWORK IS FASTER THAN 44

OTHER NETWORKS

4.10 WHICH OF THE FOLLOWING WORDS YOU 46

WOULD LIKE TO DESCRIBE ABOUT JIO

4.11 WHAT IS THE ONE THING YOU WANT TO 48

4
 CHANGE

ABOUT JIO PRODUCTS

4.12 DURING COVID-19 JIO OFFERED ITS SERVICES, 50

EFFICIENTLY

4.13 WILL YOU SUGGEST YOUR FAMILY AND FRIENDS 52

TO AVAIL JIO SERVICES

4.14 YOU PERSONALLY PREFER USING JIO SERVICES 54

4.15 WHICH NETWORK YOU CONSIDER AS THE 56

COMPETITIOR OF JIO IN THE MARKET

4.16 HOW LONG HAVE YOU BEEN USING JIO 58

SERVICES

4.17 WHICH OF THESE JIO APPS YOU ARE AWARE OF 60

4.18 WHAT DO YOU LIKE ABOUT JIO 62

4.19 WHAT DO YOU FEEL AS A DRAWBACK OF JIO 64

5
ABSTRACT

Reliance Jio is one of India’s top telecom service providers. The telecom industry is evolving
rapidly and Reliance Jio is a major player in the market. Understanding customer preferences is
essential for strategic decision making. In this study, we sought to understand and analyse the
buying preferences of Reliance users. We used a mixed methodology to collect data through
surveys conducted to a large sample of Reliance users across different demographics. We
looked at factors that influence customers’ purchasing decisions, satisfaction level with
Reliance Jio services, as well as preferences related to pricing plans, quality of network,
customer service and additional features. Our preliminary analysis shows that factors like
affordability, network cover, data speed and bundled offerings have a significant impact on
customers’ buying decisions. We also identified opportunities for how Reliance Jio can
improve customer satisfaction and customer loyalty by addressing the key concerns and
preferences mentioned by respondents. Our findings provide valuable insights that Reliance Jio
(and other telecommunications companies) can use to adapt their offerings and marketing
strategy to meet the changing needs and preferences of consumers in the highly competitive
Indian market.

6
CHAPTER – 01
INTRODUCTION

7
INTRODUCTION

In the fast-paced world of telecommunications, the emergence of Reliance Jio Infocomm

Limited (referred to as Reliance Jio) has significantly reshaped the landscape of the Indian
telecom industry. Since its inception in 2016, Reliance Jio has rapidly gained ground,
revolutionizing the way Indians consume data and communicate. This unprecedented growth
and influence have prompted researchers and industry analysts to delve deeper into
understanding customers' buying preferences towards Reliance Jio. The telecommunications
sector in India has historically been competitive, characterized by established players vying for
market share. However, Reliance Jio's disruptive entry with its affordable data plans,
expansive network coverage, and innovative offerings has not only challenged the existing
market dynamics but also redefined consumer expectations and behaviours. In this context,
exploring the factors driving consumers' choices regarding Reliance Jio services becomes
crucial for both academia and industry stakeholders. Understanding customers' buying
preferences towards Reliance Jio involves examining various dimensions, including but not
limited to pricing strategies, service quality perceptions, network coverage satisfaction,
technological advancements, brand perception, and customer service experiences. Each of
these factors plays a pivotal role in shaping consumers' decisions to opt for Reliance Jio over
its competitors or vice versa. Moreover, as Reliance Jio continues to diversify its offerings
beyond traditional telecom services into areas such as digital entertainment, fintech, and
ecommerce, the study of customers' buying preferences becomes even more multifaceted. This
evolution underscores the need for a comprehensive analysis that encompasses not only the
core telecom services but also the broader ecosystem of products and services offered by
Reliance Jio. In this study, we aim to address this gap in the existing literature by conducting a
thorough investigation into customers' buying preferences towards Reliance Jio. By employing
a mix of quantitative and qualitative research methodologies, including surveys, interviews,
and data analysis, we seek to uncover the underlying factors influencing consumers' decisions
and provide valuable insights for telecom operators, policymakers, marketers, and researchers
alike. Ultimately, this study aspires to contribute to the body of knowledge surrounding
consumer behaviour in the telecommunications sector and offer practical implications for

8
enhancing customer satisfaction, loyalty, and market competitiveness within the context of
Reliance Jio's dynamic ecosystem.

ABOUT JIO
Reliance Jio Infocomm Limited, doing business as Jio, is an Indian telecommunications
company and a subsidiary of Jio Platforms, headquartered in Mumbai, Maharashtra, India. It
operates a national LTE network with coverage across all 22 telecom circles. It does not offer
2G or 3G service, and instead uses only voice over LTE to provide voice service on its 4G
network. Reliance Jio Infocomm Limited Jio’s logo Jio’s headquarters in RCP, Navi Mumbai
Jio’s headquarters in RCP, Navi Mumbai Type-Subsidiary of Reliance Industries Industry
Telecommunications Founded15 February 2007; 14 years ago Founder- Mukesh Ambani
Headquarters-Maker Chambers IV, 222 Nariman Point, Mumbai, Maharashtra, India Key
people- Mukesh Ambani(Chairman) Sandeep Das (Managing Director) Products-Fixed line
telephone, Mobile telephony ,Wireless broadband ,Internet services, OTT Services Revenue-
Increase ₹90,287 crore (US$13 billion), (FY 2020–21) Operating income-Increase ₹34,035
crore (US$4.8 billion),(FY 2020–21) Net income-Increase ₹12,537 crore (US$1.8 billion),(FY

9
2020–21) Total assets-Increase ₹305,965 crore (US$43 billion),(FY 2020–21) Members
Increase 42.62 crore (426.2 million),(31 March) Parent-Jio Platforms Subsidiaries-LYF
Website-Jio.com

NEED OF THE STUDY:

Customer satisfaction is an abstract concept which is the actual manifestation of the state of
satisfaction that will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of variables both psychological and physical
variables which correlate with satisfaction behaviour such as return and recommend rate.
Again, the level of satisfaction can also vary depending on other factors the customer, such as
other products against which the customer can compare the organization's products. Hence the
study allows an organization to quickly capture vital information with relatively less expense
and effort. A primary advantage of this study is its directness: “the purpose is clear and the
responses straightforward.” Additionally, the information gathered by surveys can easily be
analysed and used to identify trends over time.

OBJECTIVES OF THE STUDY:

• To analyse customer satisfaction towards Reliance Jio with respect to network

coverage, speed, price, call centre responsiveness, call drops and the effectiveness of
Reliance Jio promotion plan during Covid-19 lockdown.

• To find out the customer expectation of Reliance Jio services.

• To understand the telecom industry and the customer satisfaction towards Reliance Jio
brand.

• To know the awareness of customers about the jio networks

10
COMPANY PROFILE

Reliance Jio Infocomm Limited, doing business as Jio, is an Indian telecommunications

company and a subsidiary of Jio Platforms, headquartered in Navi Mumbai, Maharashtra. It
operates a national LTE network with coverage across all 22 telecom circles.

• Trade Name: Jio

• Company Type: Subsidiary

• Industry: Telecommunications

• Founded: 15 February 2007; 17 years ago

• Founder: Mukesh Ambani

• Headquarters: Reliance Corporate Park, Ghansoli, Navi Mumbai, Maharashtra, India

• Area Served: India

• Key People:

Akash Ambani (Chairman)

Sandip Das (Managing Director)
Products:

Fixed-line telephone

Mobile telephony

Wireless broadband

11
 Internet services

Mobile phones

OTT services

• Revenue: Increase ₹115,099 crore (US$14 billion) (FY 2022–23)

• Operating Income: Increase ₹34,035 crore (US$4.3 billion) (FY 2020–21)

• Net Income: Increase ₹12,537 crore (US$1.6 billion) (FY 2020–21)

• Total Assets: Increase ₹305,965 crore (US$38 billion) (FY 2020–21)

• Owner: Reliance Industries

• Members: Increase 46.72 crore (467.2 million) (31 March)

• Parent Company: Jio Platforms

• Subsidiaries: LYF

• Website: jio.com

12
PRODUCTS AND SERVICES

MOBILE BROADBAND

The company launched its 4G broadband services throughout India in September 2016. It was
slated to release in December 2015 after some reports said that the company was waiting to
receive final permits from the government. Jio offers fourth-generation (4G) data and voice
services, along with peripheral services like instant messaging and streaming movies and
music. On 5 October 2022, it launched 5G services to Delhi, Mumbai, Kolkata, Chennai,
Varanasi, Siliguri, Bangalore, Hyderabad and Nagpur.

JIOFIBER

In August 2018, Jio began to test a new triple play fiber to the home service known tentatively
as Jio Giga Fiber, including broadband internet with speeds ranging from 100 to 1000 Mbit/s,
as well as television and landline telephone services.

13
In August 2019, it was announced that the service would officially launch on 5 September
2019 as Jio Fiber, in honour of the company's third anniversary. Jio also announced plans to
offer streaming of films still in theatres ("First Day First Show") to eligible JioFiber
subscribers. In the year 2015, the company has a network of more than 250,000 km (160,000
mi) of fiber optic cables in the country, over which it will be partnering with local cable
operators to get broader connectivity for its broadband services.

JIO BUSINESS

In March 2021, the company has launched connectivity solutions for businesses bundled with
services provided by Jio Platforms, Reliance Retail and Office 365.

JIO AIR FIBER

In August 2023, in the Reliance AGM, the chairman of Reliance has announced that the Jio Air
Fiber eliminates the need for the last mile fiber cable connectivity by making the use of Jio 5G
wireless network and the product was made available for purchase from 19 September 2023.
The company has started installing Jio Air Fiber devices from 1st October 2023.

JIO SPACE FIBER

On 27 October 2023, Jio has launched its satellite-based Giga Fiber internet service in India.

JIO APPS:

14
Jio sim card pouch as distributed by Reliance Jio Infocomm 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 some of them.
Notable apps include:

MY JIO APP:

15
My Jio is your one-stop destination for recharges, UPI payments, managing Jio devices,
entertainment, news, games, and much more! My Jio Home provides a snapshot of your Jio
Digital Life, offering recharge and balance reminders, Jio Tunes, the latest music albums,
news, and more.

JIO SPHERE:

Experience seamless browsing, go incognito, personalize your home screen and feed. You can
also block ads, read news, and watch videos. Discover all this and much more exclusively on
Jio Sphere.

JIO CHAT:

16
Experience superlative HD video calls every day, ensuring crystal-clear communication with your
loved ones wherever you go. Enjoy a media-rich experience by personalizing your messages even
in regional languages. Explore a variety of branded channels and engage with exciting video
stories. Utilize video conference rooms to connect seamlessly with others. Stay connected on
JioPhones now and immerse yourself in a world of enhanced communication and connectivity.

JIO CINEMA:

Jio Cinema Premium stands out as the ultimate destination for all your beloved Hollywood
content. Uncover an extensive array of top-tier series, the newest episodes, blockbuster
movies, and exclusive releases from esteemed studios such as Peacock, HBO, and Paramount.
Access this exceptional content exclusively on Jio Cinema.

JIO CLOUD:
17
Jio Cloud offers a free cloud storage app for storing all your photos, videos, documents, audio
files, contacts, and messages. With Jio Cloud, you can automatically back up your content to
the cloud and instantly sync it across all your devices. Access your files from any smartphone,
computer, or even your TV using the Jio Cloud app.

JIO HEALTH HUB:

Jio health hub is a comprehensive health app designed to meet all your healthcare needs. with
this app, you can access a wide range of health services. Including diagnostic tests and online
doctor consultations offered by India’s top healthcare providers at discounted rates additionally
your reports are conveniently available within the app for easy reference whenever needed.

JIO NEWS:

18
JioNews is your go-to news app for up-to-the-minute breaking news. With access to over 190
live news channels, viral videos, and news websites from India and around the globe, JioNews
delivers top-quality content swiftly in your preferred language.

JIO MEET:

Jio meet is your reliable video conferencing services enabling you to host conferences
conveniently regardless of your location with jio meet businesses can effortlessly connect with
up to 100 particulars using the app on desktops/laptops smartphones or even legacy video
conferencing VC devices.

JIO MONEY:

19
JioMoney offers a secure and reliable platform for digital payments, both online and offline.
Enjoy the convenience of instant bill payments, mobile/DTH recharges, and transactions at
thousands of physical and online stores. Additionally, easily link your cards and bank accounts
with JioMoney for seamless transactions.

JIO SAAVN:

JioSaavn stands as a premier Indian music streaming service and digital distributor, offering a
vast collection of music in languages including Hindi, Marathi, English, Malayalam, Bengali,
Kannada, Tamil, Telugu, Bhojpuri, Punjabi, Chhattisgarhi, and various other regional
languages of India.

JIO SECURITY:

20
Jio Security, powered by Norton Mobile Security, is a cutting-edge mobile security application
offering a range of benefits, including protection against digital threats such as risky apps,
controls to uphold your online privacy, and assistance in recovering lost or stolen devices
when necessary.

JIO TV:

Jiotv + brings together a diverse collection of movies, web series, and tv shows from over 14
different OTT platform all accessible in one convenient location additionally enjoy live
content from over 600 channels never miss out on your favourite live shows again with the
option to set reminders for timely notification.

JIO CALL:

21
The Jio Call app utilizes Voice over LTE (VoLTE) technology, which allows users to make
high-quality voice and video calls over the 4G LTE network. Additionally, the app supports
various features such as video calling, conference calling, and messaging services. It
seamlessly integrates with Jio SIM cards and Jio Phone devices to provide users with an
enhanced communication experience.

JIO MART:

India's Premier Online Shopping Destination With our unparalleled user experience and
dependable services, we are dedicated to offering customers in India a trusted and seamless
one-stop solution for all their shopping requirements across diverse categories including
Electronics, Grocery, Fashion, Home & Kitchen, and more.

JIO GAMES:

22
JioGamesCloud is a revolutionary gaming platform accessible to anyone with a smartphone,
Set-Top Box connection, or standard laptop/desktop, enabling seamless gameplay of high-end
games in superior resolutions. Enjoy instant access to a wide array of games without the
necessity for downloads, installations, or updates/upgrades.

JIO HOME:

With JioFiber-enabled Home Networking, you're always digitally connected to home. Easily
view or share all your content (photos, music, videos, and documents) across devices, while
our smart security solution grants access to your premises' CCTV camera feed anytime,
anywhere through the JioHome app.

JIO THINGS:

23
JioThings offers a range of Jio consumer IoT products, ensuring a smooth connected
experience. Key Features: Streamlined Access: Effortlessly manage and control your Jio
consumer IoT devices through a unified app.

JIO GATE:

Jio Gate empowers guards, residents and community admin to collectively secure the
community. It provides visibility to all the relevant stakeholders at their convenience and helps
manage the entry and exit of visitors, daily staff, delivery guys, cabs, etc., easily.

JIO POS LITE:

24
JioPOS Lite facilitates individuals across India in becoming Jio Partners, empowering them to
recharge prepaid accounts of fellow Jio subscribers and earn income. The app boasts a user-
friendly interface, making registration a breeze with accurate information and easy online
submission.

25
 CHAPTER – 02
REVIEW OF LITERATURE

26
REVIEW OF LITERATURE

• DEBARUN CHAKRABORTY (2013), in his article determined the customer

satisfaction & expectation towards a telecommunication company in West Midnapore
which is a district of West Bengal. A descriptive study was conducted to achieve the
objectives. In total 250 respondents filled a well- structured questionnaire having a list of
statements pertaining to products, services & facilities provided by the service provider.
Results reveal that the dimensions which influence the satisfaction level of customer's
are: core services (like good coverage, good connectivity and network quality) and call
rate. Further results show that there is a significant relation between the brand name and
the preference of customers.

• VENKATARAMAN (2016) analysed the behaviour of mobile phone users in

Tiruchirappalli district. the consumer behaviour is the act of individuals directly involved
in obtaining and using economic goods and services. It includes the decision processes
that precede and determine this act. So, the researcher has made a sincere attempt to
analyse the consumer behaviour of mobile phones in the study area.AR.

• SORNAPRIYA AND M. SATHYA, (2017) “Customer Satisfaction towards Reliance Jio

Network differs from place to place because the tower capacity of the reliance 4G is
almost vary from place to place and from region to region. this paper helps this study in a
better manner when collecting the data from the customer

• S. NEMAT SHEEREEN (2017) studied customer satisfaction of BSNL services in

Kerala. It has been stated that BSNL is one of the leading telecommunication service
providers in Kerala. Most of the studies conducted in this area indicate the exploring
development of services provided by number telecommunication providers which opened
new world to the customer around the world. This paper analyses customer satisfaction of
BSNL services provided in Kerala. Quality of service and maximum network coverage
are the most important factors which satisfy the customers in relation to
telecommunication.
27
• SREEKUMAR D MENON (2017) conducted a study on customer perception towards
public sector telecom companies (BSNL) in mobile services. The telecommunication
service providers are of paramount importance to both developed and emerging
economies in India and the world. With stiff competition between the providers, customer
satisfaction is necessary for survival in the market. Many telecommunication service
providers are offering various products and services in the market. Customer perception
[4] is a personal feeling of either pleasure or disappointment 84 resulting from the
evaluation of service provided by an organization to an individual in relation to
expectations

• M. NANDHINI AND D. SIVASAKTHI (2017) made a study on customer attitude

perception towards branded broadband. This indicated that broadband is the new oxygen.
It opens up a large box of information with a single click of a button. Get ready to surf the
world in the with a high-speed connection like access mails faster, download music, share
multimedia instantly, video chat with friends and play games with someone at the other
end of the globe. When broadband was first introduced as a method to connect to the web,
many companies confidently expected it to capture the majority of the market share, and
with good reason. Broadband tends to be faster, more efficient, and less problem laden
than other access methods such as dial-up. As the purchasing power of the people
increases, requirements move towards convenience, though the expectations are towards
quality, quantity and less price which lead to consumer satisfaction. Challenges are faced
by domestic and international market players in investing money to satisfy the customer.
Research is essential on a timely basis as there can be an attitude change from individual
to individual from time to time.

• MEDHI (2017) in her study emphasized upon finding reasons for carrying other operator
as secondary network by telecom users and it was concluded that most of the users were
immensely satisfied by the services of Jio but scope of improvements are there in terms of
network coverage and calling connectivity.

28
• LADDHA AND TRIVEDI (2017) have used a total of 6 factors namely; personality,
culture, attributes usage, benefits and values to analyses the perception of users towards
brand. It was concluded that Jio is faring well in dimensions like value, culture,
personality and usage but needs improvements in product and benefit aspects.

• MAHALAXMI AND KUMAR (2017) a study concluded that there is no significant

relationship between respondents’ income and their preference towards particular telecom
operator and revealed that around 97 per cent of the respondents were contended with the
services of Reliance Jio where majority of them are teenagers or students. They have also
concluded that promotional offers and marketing strategies of Jio played a critical role in
influencing the behaviour of customers.

• SALOMI AND SELVAN (2017) through their study revealed that due to increasing
competition in the telecom industry many companies are focusing on penetration strategy;
Reliance Jio was first to implement that. The primary objective of Boobalan and
Jayaraman (2017) study was to identify the loop holes within the Reliance Jio and suggest
possible remedies. They have concluded that 41 per cent and 36 per cent of respondents
were satisfied with and were aware of the services of Reliance Jio. Further they have
concluded that there exists significant relationship between income group and satisfaction
level of users but not between age and awareness level.

• TO BRAHMANI AND VAMSI (2017) have used tools like Shapiroh-wilk test, one-
sample test, two-sample t-test and ANOVA on R 3.2.5 package for data analysis and
interpretation. The factors that were recognized as primary reason for enhanced
satisfaction level of customers were cost effectiveness, free calls, no roaming, providing
free channels, free caller tunes and voice clarity; while factors contributing towards
dissatisfaction are internet speed, compatibility of other SIM cards and voice call
connectivity. Anderson and Narus, faith is belief to another party’s word or pledge
because the party is measured as integral, honest, truthful, and able to perform actions
that will result in positive outcomes or prevent actions that will end in negative results. A
customer who believes a definite brand is likely to form optimistic buying custody
towards the Brand.
29
• GEETHA NADARAJAN, JAMIL BOJEI, HALIYANA KHALID (2017) – Late
advancements in web-based life has changed buyer brand trust relationship into customer
shopper trust commitment where purchasers settle on comparable brand decisions
impacted by the sentiment of different buyers. Customers build up online systems and
discussions inserted in trust, on comparative tastes, perspectives, inclinations and
different kinds of brand fondness practices. These online shopper discussions over
various internet-based life stages adds to voluminous electronic verbal (eWOM). A
normal of 70% of shoppers pay special mind to other buyers' suppositions on a brand to
become familiar with the items or administrations of intrigue and out of this customer
created substance, an incredible half are purchaser grouses or protests. This investigation
recognizes developing key portable administration utilization components featured by
customers in exchange string rotating a viral, negative eWOM through subjective strategy
for netnography. The investigation discoveries incorporate eWOM contains numerous and
significant shopper conduct logical components that might be utilized upon to see how
negative eWOM impacts portable purchaser exchanging goals in Malaysia.

• DR. S. SHANMUGAPRIYA & M. SANGEETHA (2018) analysed a Study on

Customer’s Satisfaction Towards Reliance Jio 4g Data Service (With Special Reference
to Pollachi Taluk). The objective of this study is to know the socio-economic profile of
sample users and to identify customer’s satisfaction level of reliance Jio 4G data service.
In this study the Questionnaire method is used to collect the data the simple percentage
and chi-square method is applied. The major findings of this study and suitable
suggestions are presented in this article. The success of the service provider’s
dependence upon the customer’s satisfaction. Hence an attempt has been made to study
the customer satisfaction towards Reliance Jio 4G data a service in Pollachi Taluk.

• JESSICA HSIAOFEN CHEN, JEN-RUEI FU (2018) – Given that handset

photography has expanded significantly in prevalence, individuals' long range
interpersonal communication practices are winding up increasingly visual. Various
picture-based applications and web-based life are 17 exploiting this developing
prominence of visual substance review, altering, and sharing, making another marvel,
30
 picture based long range informal communication. Many pictures based social
applications are created as multire as on frameworks, offering an assortment of sorts of
significant worth to their clients. This examination proposes three sorts of portable esteem
– gluttonous, utilitarian and amiability to gauge clients' view of picture-based
applications, and investigates how the three sorts of significant worth effect client
fulfilment and long-haul conduct goals. The anticipated model was observationally
approved utilizing a field overview of 500+ respondents. Both epicurean and amiability
esteem can be given by a picture-based application, however not the utilitarian esteem,
which can expand clients' eagerness to pay. The subsequent information underpins the
comprehension of different sorts of significant worth by pointing out their distinctive
impacts on duration goal and readiness to-pay. The outcomes likewise show that people
are influenced by various types of portable esteem while considering utilizing a picture-
based application. The esteem that men see from a picture-based application is by and
large lower than that apparent by ladies. Since the esteem arrangement of an application
will portray its market position, the examination discoveries give suggestions to
application sellers to build up their promoting technique and to structure the best
adaptation display dependent on the esteem setup of their items.

• HANNAH R. MARRIOTT, MICHAEL D. WILLIAMS (2018) – Unable to withstand

the use of mobile phones that are not touched high, the usage for various shopping
exercises is inherently low. The survey first identifies the areas of interest that are
inaccurate and analyses areas that require more understanding. A hypothetical model is
created to investigate the diverse risk and confidence outcomes of the buyer's reception
goals. Observations refer to trust and risk perception as affecting the buyer's shopping
goals. The integration of age and sexual orientation reveals discrepancies between people
with positive and negative influences. The results are added to a hypothetical and useful
understanding that includes obstacles to future meditation goals and potential risk
reduction components.

• BAHL, T. J. (2019) in the realm of serious rivalry among all the ventures, the telecom
business additionally doesn't neglect to remain behind. With the conviction that the client
is the lord, every single organization in India is happy to go to profundities and cross lines
31
 each day so they can be that one brand that clients search for. While picking a Network,
one searches for different factors, for example, Network inclusion, the call rates, the web
plan offered and not to overlook however the worth added benefits too. Fulfilling the
consumers in every one of this perspective isn't a simple undertaking. In light of the
writing audit and subsequent to considering the inquiries we need to reply; the
exploration issue of the examination paper is "The Effect on The Consumers and Telecom
Industry after the Introduction of Reliance Jio." The issue predominantly centres on how
the telecom business was when Jio, what individuals accept and see about Reliance Jio
and what challenges the contenders confronted with the presentation of Jio. In light of the
examination issue, these are a portion of the targets of our investigation.

• WEI-TSONG WANG, WEI-MING OU, WEN-YIN CHEN (2019) –Merchants of

mobile applications/services (applications) go for improve their plans to draw in and hold
clients, and hence accomplish the minimum amount expected to guarantee the
achievement of their services. In spite of the critical number of earlier versatile service
thinks about, few works have analyzed the impacts of dormancy and fulfillment on the
clients' duration goal with respect to explicit mobile applications from a versatile
administration quality viewpoint. By incorporating the portable administration quality
system, dormancy, and client fulfillment, this examination builds up a model for
translating the improvement of the duration goal of clients of versatile correspondence
applications. Information gathered from 238 clients of such applications offered help for
the model. The outcomes demonstrated that association quality, condition quality,
inactivity, and client fulfillment are key determinants of continuation expectation, while
result quality isn't. The hypothetical and down to earth ramifications of this work are
examined.

32
CHAPTER – 03
RESEARCH
METHODOLOGY

33
RESEARCH METHODOLOGY:

Research methodology is used to solve a problem in a systematic manner and find an

optimal solution; it is the basis for every research project. It helps to understand how the
research is conducted, how information is collected, how to present it, and how to
conclude it. In this research, both primary and secondary data are used. Primary data was
collected from a pre-designed questionnaire method, and 120 respondents were collected
by user. A study on the basis of primary data helps to understand customer satisfaction
with Reliance jio and the factors that influence their adoption. Secondary data has been
collected from journals, articles, and various related websites.

RESEARCH DESIGN

• DESCRIPTIVE RESEARCH

Quantify and describe the buying preference of customers towards reliance jio.

SAMPLING:

The sample of 120 peoples has been collected through the questionnaire. Sources of Data
begins with figuring out what sort of data is needed, followed by the collection of a
sample from a certain section of the population. Next, you have to utilize a certain tool to
gather the data from the chosen sample.

34
SAMPLE DESIGN:

Sample design is the theoretical basis and the practice mean by generalizing from
characteristics of relatively few of the comprising population. It is the method by which the
sample is chosen.

CONVENIENCE SAMPLING:

A convenience sample is a type sampling method where the sample is taken from a group of
people easy to contact or to reach.

SAMPLING SIZE:

Sample size is the number of observations or individuals included in a study or experiment. It

is the number of individuals, items, or data points selected from a larger population to
represent it statistically. The sample size is a crucial consideration in research because it
directly impacts the reliability and extent to which you can generalize those findings to the
larger population. Sample size, the total valid sample for the study was 120 members.

DATA COLLECTION METHODS

• SURVEY QUESTIONNARIES

Design structured questionnaires to collect data on customer preferences usage patterns

demographics and satisfaction levels.

PRIMARY DATA:

The Primary data for this study was collected through questionnaire and responses collected
through google form.

35
SECONDARY DATA:
Secondary data was collected from external sources like Websites, Journals in form of review
of literature with references.

AREA OF THE STUDY:

The Respondents are from Chennai city majority of data is collected with students.

POPULATION:

The respondents of this study considered were the people who use jio apps and sim network
and lives in Chennai. The data is collected among 120 peoples who use online payment apps.

STATISTICAL TOOLS:

SIMPLE PERCENTAGE METHOD:

In this project, a simple Percentage method test was used. The simple Percentage method is
used to know the accurate percentage of the data we took, it is easy to graph out through the
percentage. The following are formulae.

PERCENTAGE = (NO.OF. RESPONDENTS / TOTAL NO.OF. RESPONDENTS) x 100

36
 CHAPTER – 04
DATA ANALYSIS AND
INTERPRETATION

37
 DATA ANALYSIS AND INTERPRETATION

TABLE 4.1 THE AGE OF THE RESPONDENT

AGE NO OF RESPONDENTS PERCENTAGE

BELOW 18 YEARS 15 12.5%

18-24 YEARS 89 74.2%

24-30 YEARS 11 9.2%

ABOVE 30 YEARS 5 4.1%

TOTAL 120 100

SOURCE: PRIMARY DATE

INTERPRETATION:

This table 4.1 displays that the 12.5 % of the respondents are belong to the age group of below
18, 74.2 % of respondents belongs to the age group of 18-24, 9.2 % of respondents belongs to
the age group of 24-30 and 4.1 % of respondents belongs to the age group of above 30. The
Majority of the age group of the respondents is 18-24 years.

38
 FIG 4.1

THE AGE OF THE RESPONDENT

39
 TABLE 4.2 GENDER OF THE RESPONDENT

GENDER NO OF RESPONDENTS PERCENTAGE

MALE 71 59.2%

FEMALE 49 40.8%

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.2, shows that 59.2% of respondents are male and 40.8% of them female
respondents. Thus, the majority of respondents are male.

40
 FIG 4.2

GENDER OF THE RESPONDENT

41
 TABLE 4.3 OCCUPATION OF THE RESPONDENT

OCCUPATION NO OF RESPODENTS PERCENTAGE

STUDENT 85 70.8%

SELF EMPLOYEE 12 10%

SALARIED 19 15.8%

PROFESSIONAL 3 2.6%

OTHERS 1 0.8%

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

This table 4.3 displays that the 70.8% of the respondents are student, 10% of the respondents
are self-employee, 15.8% of the respondents are salaried, 2.6% of the respondents are
professional and 0.8% of the respondent chose other.

42
 FIG 4.3

OCCUPATION OF THE RESPONDENT

43
 TABLE 4.4 INCOME LEVEL OF THE RESPONDENT

PARTICULARS NO OF RESPONDENTS PERCENTAGE

BELOW 10,000 74 61.7

10,000-15,000 15 12.5

15,000-25,000 19 15.8

ABOVE 25,000 12 10

TOTAL 120 100

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.4 shows the income level of the respondents whereas 61.7% of respondents
earn below Rs10,000, 12.5% of respondents earn Rs10,000 to Rs15,000, 15.8% of respondents
earn Rs15,000 to Rs25,000 and 10 % of respondents earn above Rs 25,000.

44
 FIG 4.4

INCOME LEVEL OF THE RESPONDENT

45
 TABLE 4.5

TYPES OF TELECOMMUNICATION COMPANY

PARTICULARS NO OF RESPONDENTS PERCENTAGE

JIO 73 60.8%

AIRTEL 37 30.8%

VODAFONE 6 5%

BSNL 4 3.4%

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.5 displays the data of which telecommunication company you prefer to use.
60.8% of respondents preferred jio, 30.8% of respondents preferred airtel, 5% of respondents
preferred Vodafone and 3.4% of respondents preferred BSNL.

FIG 4.5

TYPES OF TELECOMMUNICATION COMPANY

46
 TABLE 4.6

SATISFACTION JIO’S CUSTOMER SERVICE

47
 PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 97 80.8%

NO 23 19.2%

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.6 displays the data whether you are satisfied with jio’s customer service.
80.8 % of respondents agree with the statement and 19.2% of respondents disagree with the
statement.

FIG 4.6

SATISFACTION JIO’S CUSTOMER SERVICE

48
 TABLE 4.7

SATISFACTION WITH JIO PRODUCTS

49
 PARTICULARS NO OF RESPONDENTS PERCENTAGE

AGREE 70 58.3%

STRONGLY AGREE 34 28.3%

DISAGREE 15 12.6%

STRONGLY DISAGREE 1 0.8%

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.7 displays the data of satisfaction level of jio products. 58.3% of
respondents agree, 28.3% of respondents strongly agree, 12.6% of respondents disagree and
0.8% of respondents strongly disagree.

FIG 4.7

SATISFACTION WITH JIO PRODUCTS

50
 TABLE 4.8

JIO OFFERS SERVICES (APPS, SIM CARD, BROADBAND AND

JIOFIBER) AT REASONABLE PRICE

PARTICULARS NO OF RESPONDENTS PERCENTAGE

51
 STRONGLY AGREE 30 25%

AGREE 49 40.8%

NEUTRAL 35 29.2%

DISAGREE 6 5%

STRONGLY DISAGREE 0 0

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.8 display the data whether do you agree jio service at reasonable price.25 %
of respondents strongly agree, 40.8% of respondents agree, 29.2% of respondents neutral, 5 %
of respondents disagree, 0% of respondents strongly disagree.

FIG 4.8

JIO OFFERS SERVICES (APPS, SIM CARD, BROADBAND AND

JIOFIBER) AT REASONABLE PRICE

52
 TABLE 4.9

JIO'S NETWORK IS FASTER THAN OTHER NETWORKS

PARTICULARS NO OF RESPONDENTS PERCENTAGE

53
 STRONGLY AGREE 32 26.7%

AGREE 46 38.3%

NEUTRAL 35 29.2%

DISAGREE 4 3.3%

STRONGLY DISAGREE 3 2.5%

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.9 displays the data which of the of following do you agree jio's network is
faster than other networks. 26.7% of respondents strongly agree, 38.3% of respondents agree,
29.2% of respondents opted neutral, 3.3% of respondents disagree and 2.5% of respondents
strongly disagree.

FIG 4.9

JIO'S NETWORK IS FASTER THAN OTHER NETWORKS

54
 TABLE 4.10

WORDS YOU WOULD LIKE TO DESCRIBE ABOUT JIO

55
 PARTICULARS NO OF RESPONDENTS PERCENTAGE

RELIABLE 23 19.2%

AFFORDABLE 40 33.3%

SECURED 14 11.7%

FASTER NETWORK 21 17.5%

LOW QUALITY 7 5.8%

GOOD VALUE FOR 12 10%

MONEY

HIGH PRICE 3 2.5%

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.10 displays that which of the following words you would like to describe
about jio. 19.2% of the respondents described as reliable, 33.3% of the respondents described
as affordable, 11.7 % of the respondents described as secured, 17.5% of the respondents
described as faster network, 5.8% of the respondents described as low quality, 10% of the

56
respondents described as good value for money and 2.5% of the respondents described as high
price.

FIG 4.10

WORDS YOU WOULD LIKE TO DESCRIBE ABOUT JIO

TABLE 4.11

CHANGE ABOUT JIO PRODUCTS

57
 PARTICULARS NO OF RESPONDENTS PERCENTAGE

PRICE 48 40%

NETWORK SPEED 54 45%

ACCESSIBILITY 10 8.3%

CUSTOMER 8 6.7%
CARE SERVICE

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table displays what is the one thing you want to change about jio products. 40% of
the respondents opted price, 45% of the respondents opted network speed, 8.3% of the
respondent opted accessibility, 6.7% of the respondents opted customer care services.

FIG 4.11

CHANGE ABOUT JIO PRODUCTS

58
 TABLE 4.12

COVID-19 JIO OFFERED ITS SERVICES,

EFFICIENTLY

PARTICULARS NO OF RESPONDENTS PERCENTAGE

59
 STRONGLY AGREE 33 27.5%

AGREE 48 40%

NEUTRAL 34 28.3%

STRONGLY DISAGREE 4 3.4%

DISAGREE 1 0.8%

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.12 displays the data whether jio offered its services efficiently during
covid19. 27.5% of respondents strongly agree, 40% of respondents agree, 28.3% of
respondents agreed to neutral, 3.4% of respondents strongly disagree and 0.8% of respondents
disagree.

FIG 4.12

COVID-19 JIO OFFERED ITS SERVICES,

EFFICIENTLY

60
 TABLE 4.13

FAMILY AND FRIENDS TO AVAIL JIO SERVICES

PARTICULARS NO OF RESPONDENTS PERCENTAGE

61
 YES 100 83.3%

NO 20 16.7%

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.13 displays whether you will suggest your family and friends to avail jio
services.83.3% of respondents likely to suggest to friends and family and 16.7% of
respondents unlikely to suggest to friends and family.

FIG 4.13

FAMILY AND FRIENDS TO AVAIL JIO SERVICES

62
 TABLE 4.14

PERSONALLY PREFER USING JIO SERVICES

63
 PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 75 62.5%

NO 22 18.3%

MAYBE 23 19.2%

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.14 shows the data of personal preference of using jio services, 62.5% of
respondents have responded positively, 18.3% of respondents have responded negatively, 19.2
percent of respondents have opted maybe.

64
 FIG 4.14

PERSONALLY PREFER USING JIO SERVICES

TABLE 4.15

DIFFERENT TYPES OF NETWORKS COMPETITOR

65
 PARTICULARS NO OF RESPONDENTS PERCENTAGE

BSNL 14 11.7%

AIRTEL 88 73.3%

VODAFONE 12 10%

NONE OF THEM 3 2.5%

OTHERS 3 2.5%

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.15 shows the data of which network you consider as the competitor of jio in
the market, 11.7% of respondents opted BSNL, 73.3% of respondents opted airtel, 10% of
respondents opted Vodafone, 2.5% of respondents opted none of them and 2.5% of
respondents opted other.

FIG 4.15

DIFFERENT TYPES OF NETWORKS COMPETITOR

66
 TABLE 4.16

USING JIO SERVICES

67
 PARTICULARS NO OF RESPONDENTS PERCENTAGE

LESS THAN 1 YEAR 22 18.3%

1-3 YEARS 57 47.5%

MORE THAN 3 YEARS 21 17.5%

NEVER 20 16.7%

TOTAL 120 100

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.16 display that the 18.3% of respondents have been using jio services for
less than one year,47.5% of respondents have been using jio services for 1-3 years,17.5% of
respondents have been using jio services for more than 3 years,16.7% of respondents never
used jio services.

FIG 4.16

USING JIO SERVICES

68
 TABLE 4.17

JIO APPS ARE AWARE OF

69
 PARTICULARS NO OF RESPONDENTS PERCENTAGE

JIO SAAVN 41 34.2%

JIO FIBER 19 15.8%

JIO MEET 29 24.2%

JIO CLOUD 16 13.3%

NONE OF THEM 15 12.5%

TOTAL 120 100

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.17 displays the data of which jio apps are you aware of? 34.2% of the
respondents are aware of jiosaavn, 15.8% of the respondents are aware of jio FIBER, 24.2 %
of the respondents are aware of jio meet, 13.3% of the respondents are aware of jio cloud and
12.5 % of the respondents are aware of none.

FIG 4.17

JIO APPS ARE AWARE OF

70
 TABLE 4.18

PREFERANCE FOR PREFARE

PARTICULARS NO OF RESPONDENTS PERCENTAGE

71
 AFFORDABILITY 33 27.5%

HIGH NETWORK SPEED 57 47.5%

CUSTOMER SERVICES 18 15%

PROMOTIONS 12 10%

TOTAL 120 100

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.18 display data of what do they like about jio. 27.5 % of the respondents
like affordability, 47.5% of the respondents like high network speed, 15% of the respondents
like customer services and 10% of the respondents like promotions.

FIG 4.18

PREFERANCE FOR PREFARE

72
 TABLE 4.19

DRAWBACK OF JIO

73
 PARTICULARS NO OF RESPONDENTS PERCENTAGE

HIGH PRICE 43 35.8%

LOW NETWORK SPEED 41 34.2%

POOR CUSTOMER 25 20.8%

SERVICES

INEFFECTIVE 11 9.2%
PROMOTION

TOTAL 120 100%

SOURCE: PRIMARY DATE

INTERPRETATION:

The above table 4.19 display that the 35.8% of respondents says high priced, 34.2% of
respondents says low network speed, 20.8% of respondents says poor customer services and
9.2 % of respondents says ineffective promotion.

FIG 4.19

DRAWBACK OF JIO

74
75
 CHAPTER – 05
FINDINGS,
SUGGESTIONS, AND
CONCLUSION

FINDINGS

• The Majority (74.2%) of the respondents are aged between 18-24 years.

• The Majority (59.2%) of the respondents are male.

76
 • The Majority (70.8%) of the respondents are students.

• The Majority (61.7%) of the respondents earns below 10000.

• The Majority (60.8%) of the respondents are preferred jio

• The Majority (80.8%) of the respondents satisfied with Jio's customer service.

• The Majority (58.3%) of the respondents are agreed.

• The Majority (40.8%) of the respondents are agreed.

• The Majority (38.3%) of the respondents are agreed.

• The Majority (33.3%) of the respondents stated affordable.

• The Majority (45%) of the respondents stated to make change in network speed

• The Majority (40%) of the respondents strongly agree that during covid-19 jio offered
its services efficiently.
• The Majority (83.3%) of the respondents stated yes to suggesting their family and
friends.
• The Majority (62.5%) of the respondents stated yes that the personally prefer using jio
services.
• The Majority (73.3%) of the respondents considered airtel as the competitor of jio in
the market.
• The Majority (47.5%) of the respondents stated that they have been using jio services
for 1-3 years.
• The Majority (34.2%) of the respondents sated of aware of jiosaavn.

• The Majority (47.5%) of the respondents stated high network speed, they like more in
jio.
• The Majority (35.8%) of the respondents stated that high price as drawback of jio.

LIMITATIONS:

• The study is focusing on the Reliance Jio only.

• It covers only 120 respondents, so we can’t come to a conclusion by the responses.

77
• The data was collected from the Jio users of Chennai city. So, the findings of the
Study may not be considered for other districts.
• Respondents may provide inaccurate information, either intentionally or unintentionally
which leads to irrelevant data.

SUGGESTIONS

• Spread out awareness about Jio in deep-routed rural areas.

• It was found that most of the customers are satisfied with the current services.

• Reduce the monthly unlimited recharge plans and improve the signal system.

• The download and upload speed of the network has reduced drastically in many places.

• The Reliance Jio sim usage is expecting high speed. So, increasing the network speed to
great extent.

• It would be better, Reliance Jio’s frequent update innovation technology when it is

required.

• Giving continue offer on calls to customers at best possible levels will be good.

• Reliance Jio sim should introduce some new schemes for the youngsters.

• Jio should increase its network towers so that the complaint of network strength can be
resolved.
• Stay ahead of the curve by investing in 5G technology infrastructure and capabilities.
Position Reliance Jio as a pioneer in 5G services, offering faster speeds, lower latency,
and enhanced connectivity for consumers and businesses.

78
 CONCLUSION

The launch of Reliance Jio has caused a significant difference in the telecom industry. At
present, Jio claims to be the world’s largest data network, based on mobile data consumption.
Thus, research was conducted to study the telecom industry and customer satisfaction towards
Reliance Jio company which aimed to satisfy its customer in various aspects such as service
quality, price, call center responsiveness and various plans offered by them etc and some
suggestions are given based on the findings of the study, which can be useful for the Reliance
Jio for its development. It is quite ascertained that the majority of the customers in Chennai
city are satisfied with Reliance Jio services with respect to various plans offered by Reliance
Jio, their value for money, customer care services, call centre responsiveness. However, there
is still scope for Reliance Jio to improve their customer satisfaction by reconsidering the minor
drawbacks as indicated by the study with respect to data speed, call drops between
conversation and some loyalty based services so that they get a strong hold on their customers
and retain them. In the Modern World Customer satisfaction is an essential part. Without
customer satisfaction businesses cannot run their work successfully. In digital era, cell phones
are playing a vital role in the information and communication sector.

79
 BIBLIOGRAPHY

BIBLIOGRAPHY

BOOK REFERENCE:

80
 • Market Research - D.D. Sharma edition 12 of principles of Marketing by Philip Kotler
and Kevin Keller
• Kamil Sh. Zanjeros books magazines on mobile communication.

• C.R. Kothari Research Methodology.

JOURNAL REFERENCE:

1) A STUDY ON CUSTOMER SATISFACTION TOWARDS RELIANCE JIO WITH

SPECIAL REFERENCE TO CHENNAI CITY
https://www.drnishikantjha.com/papersCollection/STUDY%20ON%20CONSUMER%

20BEHAVIOUR%20TOWARDS%20RELIANCE%20JIO.pdf

2) A STUDY ON CUSTOMER SATISFACTION TOWARDS RELIANCE JIO WITH

SPECIAL REFERENCE TO CHENNAI CITY
https://sist.sathyabama.ac.in/sist_naac/documents/1.3.4/bba-bba-batchno-73.pdf

3) A STUDY ON CUSTOMER SATISFACTION TOWARDS RELIANCE JIO WITH

SPECIAL REFERENCE TO COIMBATORE CITY
https://eprajournals.com/IJCM/article/3917/download

WEBSITES:

• https://en.wikipedia.org/wiki/Jio

81
 • https://www.britannica.com/search?query=reliance+jio

• https://scholar.google.com/

• https://careers.jio.com/

• https://www.entrepreneur.com/en-in/news-and-trends/all-you-need-to-
knowaboutjioplatforms-the-toast-of/351595
• https://www.javatpoint.com/jio-company

REFERENCE:

• Venkataraman.V, “behaviour of mobile phone users in Tiruchirappalli district.”,

International journal Management and Social Science Research, Vol. 6, No. 1, pp.
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Asian Journal of Managerial Science, Vol. 6, No. 1, pp. 21-27,2017
• S. NematSheereen, “A Study on Customer Satisfaction of BSNL Services in Kerala”,
Intercontinental Journal of Marketing Research Review, Vol. 2, No. 9, pp. 137-140,
2014.
• Sreekumar D Menon, “Customer Perception towards A Public Sector Telecom

Company (BSNL) in Mobile Services”, International Journal of Management and

Social Sciences Research, Vol. 3, No. 3, pp. 29-34, 2014.

• M. Nandhini and D. Sivasakthi, “A Study on Customer Attitude Perception towards

Branded

• Broad Band”, Intercontinental Journal of Marketing Research Review, Vol. 2, No. 4,

pp. 4550, 2014.
• Medhi, M. (2017, December). A Study on Customer Satisfaction Level of Using
Reliance Jio Network in Tezpur, Assam. Journal of Marketing Strategy (JMS), 5(3).
• Laddha, S. and Trivedi, A., Customer perception towards brand Reliance Jio, Asia
Pacific Journal of Research in Business Management 8(6), 2017, pp. 1-17.
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• Mahalaxmi, K. R. and Kumar, S. N., Changing the Indian telecom sector: Reliance Jio,
International Journal of Advanced Research and Development, 2(2), 2017, pp. 62-64.
• Salomi, S. and Selvan, K. G. Entry of Jio in Telecommunication Sector in A

Competitive Environment, International Journal of Research in Management &

Business Studies 4(3), 2017, pp. 27-30.
• Brahmani, N. and Vamsi, S., Customer satisfaction towards Reliance Jio: An Empirical
study.
• IISTEM International conference, 2017, pp. 28-30.

• Dr. S. Shanmugapriya and M. Sangeetha “customer satisfaction towards Reliance Jio

4G Service with special reference to Pollachi taluk. International journal of current
research and modern education vol 3, issue 1,2018. Issn online 2455-5428 Impact
factor 6.925.
• Bahl, T. J. (2019). Disruption by reliance jio in telecom industry. International Journal
of Pure and Applied Mathematics, 118(20), 43-49.
• Debarun Chakraborty, "customer satisfaction and Expectation Towards Airtel : A
Research Conducted In West Midnapore", International; monthly refereed journal of
Research In Management & Technology, Volume II, January 2013, Pp 114 – 127.
• Wei-Tsong Wang, Wei-Ming Ou, Wen-Yin Chen (2019): The impact of inertia and user
satisfaction on the continuance intentions to use mobile communication applications: A
mobile service quality perspective: International Journal of Information Management,
Volume 44, February 2019, Pages 178-193.
• Hannah R. Marriott, Michael D. Williams (2018): Exploring consumers perceived risk
and trust for mobile shopping: A theoretical framework and empirical study: Journal of
Retailing and Consumer Services, Volume 42, May 2018, Pages 133-146.
• GeethaNadarajan, Jamil Bojei, Haliyana
• Khalid (2017): The study on negative eWOM and its relationship to consumers
intention to switch Mobile Service Provider: Procedia Computer Science, Volume 124,
2017, Pages 388-396.
• Jessica Hsiaofen Chen, Jen-Ruei Fu: On the effects of perceived value in the mobile
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February 2018, Pages 118-128.

83
84
 ANNEXURE

A STUDY OF CUSTOMERS BUYING PREFERENCE TOWARDS

85
 RELIANCE JIO

(WITH THE SPECIAL REFERENCE OF CHENNAI CITY)

APPENDICES

1. . Name _____________

2. Age

a. Below 18 years
b. 18-24 years
c. 24-30 years
d. Above 30 years

3. Gender

a. Male
b. Female

4. Occupation

a. Students
b. Self-Employee
c. Salaried
d. Professional
e. Others

5. Income Level
86
 a. Below 10,000
b. 10,000-15,000
c. 15,000-25,000
d. Above 25,000

6. Which telecommunication company you prefer to use?

a. Jio
b. Airtel
c. Vodafone
d. BSNL

7. Are you satisfied with Jio's customer service?

a. Yes
b. No

8. How much you're satisfied with Jio products?

a. Strongly agree
b. Agree
c. Strongly disagree
d. Disagree

9. Do you agree Jio offers services (apps, SIM cards, broadband, jiofiber) at
reasonable price?

a. Strongly agree
b. Agree
c. Neutral
d. Disagree

87
 e. Strongly disagree

10. Do you agree Jio's network is faster than other networks?

a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree

11. Which of the following words you would like to describe about Jio?

a. Reliable
b. Affordable
c. Secured
d. Faster Network
e. Low Quality
f. Good value for money

12. What is the one thing you want to change about Jio products?

a. Price
b. Network speed
c. Accessibility
d. Customer care services

13. During Covid-19 Jio offered its services, efficiently?

a. Strongly agree
b. Agree
c. Neutral

88
 d. Strongly disagree
e. Disagree

14. Will you suggest your family and friends to avail jio services

a. Yes
b. No

15. You personally prefer using Jio services?

a. Yes
b. No

16. Which network you consider as the competitor of Jio in the market

a. BSNL
b. Airtel
c. Vodafone
d. None of them
e. Others
17. How long you have been using Jio services?

a. Less than 1 year

b. 1-3 years
c. More than 3 years
d. Never

18. Which of these Jio apps you are aware of?

89
 a. Jio saavn
b. Jio FIG
c. Jio meet
d. Jio cloud
e. None of them

19. What do you like about Jio?

a. Affordability
b. High network speed
c. Customer services
d. Promotions

20. What do you feel as drawback of Jio?

a. High price
b. Low network speed
c. Poor customer services
d. Ineffective promotion

21. What is your expected feature from Jio in the future?

ANS: _________________

90
91