Project Report

On
CUSTOMER SATISFACTION TOWARDS
RELIANCE JIO
Submitted to
Punjab Technical University
In partial fulfillment of the requirements for the Degree of
Master Of Business Administration (MBA)

SUBMITTED TO; SUBMITTED BY;

MRS. NAVDEEP KAUR MANISHA
Uni Roll No. 1609545

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 ACKNOWLEDGEMENT

I express my sincere thanks to my guide, Mrs Navdeep kaur Assistant Professor of MBA
department, for guiding me right from the inception till the successful completion of the project.
I sincerely acknowledge them for extending their valuable guidance, support for literature,
critical reviews of the project and the report and above all the moral support they had provided to
me with all stages of this project.
I would also like to thank the staff of MBA department, for their help and cooperation
throughout our project.

Manisha

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 PREFACE

MBA is steeping stone to management career. In order to achieve practical, positive and concrete
results, the classroom learning needs to be effectively fed to the realities of situation existing
outside classroom. Thiis is practical true for management.

To develop healthy managerial and administrative skills in the potential managers, it is necessary
that theoretical knowledge must be supplemented with exposure of the environment. Actually it
is very vital for the management and it is practical training that the measuring of management of
itself realised.

In this project report an attempt has been made to cover different aspects of my training.

Manisha

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 EXECUTIVE SUMMARY

Reliance jio infocomm limited, doing bussiness as jio, is a lte mobile network operator in india.
It is wholly owned subsidiary of reliance industries headquartered in mumbai, that provides
wireless 4g let service network(without 2g/based services) and is the only 100 per cent volte
(voice over lte) operator in the country , with coverage across all 22 telecome circles in india

Ever since is launch reliance jios services have been completely free jio’s head of strategy and
planning said that ‘it would be unfair to charge customers until the jio management is fully
satisfied with the quality of services’

So this study will aim to find the customer satisfaction of reliance JiO users in punjab on various
parameters . this will help the co. to know what the customers better

Thus, at the end of this study the strong areas and weak areas of JIO was identified from the
customers perpective. The sim availaibility, activation process ans customer care being the
strong areas and call connectivity and 4G speed being the weak areas. Customer’s loyalty is
moderate and the customer prefer value for money plans.

SERIAL TOPIC PAGE NO.

NO.

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 List of Tables

List of Figures

1. Chapter-1 : Introduction 1-13

2. Chapter-2 : Literature Review 14-16

3. Chapter-3 : Methodology 17-20

4. Chapter-4 : Data analysis & Interpretation 21-40

5. Chapter-5 : Findings & Suggestions 41-42

6. Chapter-6 : Limitations of study 43-44

7. Chapter-7 : Conclusion 45-46

8. Bibliography 47-48

9. Appendices 49-53

TABLE TITLE PAGE NO.

NO.

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1. Introduction of JIO 2

2. Gender of Respondents 22

3. Occupation of Respondents 23

4. Age of Respondents 24

5. Since when respondents are using Reliance JIO 25

6. From which source respondents came to know about Reliance 26

JIO

7. Which factor of Reliance JIO convinced respondents to use this 27

8. Which service do respondents like most about JIO 28

9. Why did respondents use this service provider 29

10. Have respondents called anytime at customer care 30

11. If yes, how often they called at customer care 31

12. For what reason they called 32

13. Rate the Jio;s services on the basis of resondents satisfaction 33-34

14. What should be improved in JIO’s services 35

15. Are respondents satisfied with Reliance Jio services 36

16. Would respondents recommend JIO to others 37

17. Are respondents using any other service provider along with jio 38

18. If yes, which one 39

19. In comparison to Reliance Jio do respondents find service of any 40

other provider better or not

FIGURE TITLE PAGE NO.

NO.

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1. Gender of Respondents 22

2. Occupation of Respondents 23

3. Age of Respondents 24

4. Since when respondents are using Reliance JIO 25

5. From which source respondents came to know about Reliance 26

JIO

6. Which factor of Reliance JIO convinced respondents to use this 27

7. Which service do respondents like most about JIO 28

8. Why did respondents use this service provider 29

9. Have respondents called anytime at customer care 30

10. If yes, how often they called at customer care 31

11. For what reason they called 32

12. Rate the Jio;s services on the basis of resondents satisfaction 33-34

13. What should be improved in JIO’s services 35

14. Are respondents satisfied with Reliance Jio services 36

15. Would respondents recommend JIO to others 37

16. Are respondents using any other service provider along with jio 38

17. If yes, which one 39

18. In comparison to Reliance Jio do respondents find service of any 40

other provider better or not

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 CHAPTER-1
INTRODUCTION

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 RELIANCE JIO

Jio’s headquarters in RCP, Navi Mumbai

Formerly called  Infotel Broadband Services Limited (2009-2013)

 Reliance Jio Infocomm Limited (2013-2015)

Type Subsidiary

Industry Telecommunication

Headquarters Navi Mumbai, Maharashtra, India

Key people Sanju Mashruwalla (Managing Director)

Jyotindra Thacker (Head of IT)

Akash Ambani

Products Mobile telephony, broadband, WiFi, Router and 4G data

services. Jio Apps: Myjio, JioChat, JioPlay, JioBeats,
JioDrive, JioMoney, JioOnDemand, JioSecurity, JioMags,
JioXpressNews, Jionet, WiFi

Parent Reliance Industries

Subsidiaries LYF

Website www.jio.com

Table 1

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JIO also known as Reliance jio and officially as Reliance Jio Infocomm Limited (RJIL) is an
upcoming provider of mobile telephony, broadband services and digital services in India.

Reliance Jio Infocomm Limited (RJIL), a subsidiary of Reliance Industries Limited (RIL),
India’s largest private sector company, is the first telecom operator to hold pan India Unified
Licence. Formerly known as Infotel Broadband Services Limited (IBSL), Jio will provide 4G
services on a pan-India level using LTE technology. The telecom leg of Reliance Industries
Limited, it was incorporated in 2007 and is based in Mumbai, India. It is headquartered in Navi
Mumbai.

RJIL is setting up a pan india telecom network to provide to the highly underserviced India
market, reliable (4th generation high speed internet connectivity , rich communication services
and various digital services on India pan basis in key domains such as education, healthcare,
security, financial services, government citizen interfaces and entertainment. RJIL aims to
provide anytime, anywhere access to the innovative and empowering digital content, applications
and services thereby propeling india into global leadership in digital economy.

RJIL is also deploying an enhanced packet core network to create futuristic high capacity
infrastructure to handle huge demand for data and voice. In addition to high speed data, the 4G
network will provide voice services from/to non RJIL network.

RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz (across 22 circles) capable
of offering 4th generation (4G) wireless services. RJIL plans to provide seamless 4G services
using FDD-LTE on 1800 MHz and TDD-LTE on 2300 MHz through an integrated ecosystem.

Reliance Jio is a part of the “Bay of Bengal Gateway” Cable System planned to provide
connectivity between South East Asia, South Asia and the Middle East, and also to Europe,
Africa and to the Far East Asia through interconnections with other existing and newly built
cable systems landing in India, the Middle East and Far East asia.

RJIL’s subsidiary has been awarded with a Facility Based Operator License (“FBO License”) in
Singapore which will allow it to buy, operate and sell undersea and/or teerestrial fibre
connectivity, setup in internet point of presence, offer internet transit and peering services as well
as data and voice roaming services in Singapore.

R Jio is also in the process of installing hundreds of monopoles, unlike the regular rroftop-
mounted telecom towers typically used by telcos, said the company executive quoted above.
Monopoles, or ground based masts (GBMs), are expected to double up as street lights and
surveillance system and provide real time monitoring of traffic and advertising opportunities.

The company, which plans to be rolled out commercial telecom service operations from January,
is currently in the testing phase for most of its offerings including 4G services, a host of mobile
phone applications and delivery of television content over its fibre optic network.

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R-Jio meanwhile, faces its share of challenges in terms of returns on investment and capturing
market share. The company, according to industry analysis, is expected to spend $8-9 billion for
the 4G roll-out. The co. will battle for subscribers with leading telcos such as Bharti Airtel Ltd,
Vodafonre India Pvt. Ltd. and Idea Cellular Ltd.

The Dominant Players

 Bharti Airtel ---23% Market Share

 Vodafone India --- 18% Market Share
 Idea Cellular --- 15% Market Share
 Reliance Communications --- 12% Market Share
 BSNL --- 10% Market Share
 Aircel --- 8% Market Share
 TATA Infocomm --- 7% Market Share
 Others --- 7% Market Share

The services were beta launched to Jio’s partners and employees on 27 December 2015 on the
eve of 83rd birth anniversary of late Dhirubhai Ambani founder of Reliance Industries.

Mr. Akash Ambani is being launched in business as a chief of strategy in Reliance JIO, involved
in day to day operations in business or Ms. Isha Ambani is involved in branding and marketing
and the key people are Sanjay Mashruwalla (Managing Director) , Jyotindra Tracker ( Head of
IT).

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Reliance Industries Chairman Mukesh Ambani committed an investment of Rs. 2,50,000 crores
on “Digital India” and said he expected the group’s initiatives under it will create over 5,00,000
direct and indirect jobs.

“ Digital India as company has seen empowers them to fulfil their aspiration. Ambani said the
launch of Digital India initiative was a momentous occasion in an information age where
digitization was changing the way one lives, learns, works and plays. It can transform the lives of
1.2 billion Indians using the power of digital technology and as well as “ so 80% of the 1.3
billion Indians will have high-speed, mobile internet and by 2017, company has covered 90%
and by 2018, all of India would be covered by this digital infrastructure.”

HISTORY
In June 2010, Reliance Industries (RIL) boughtb a 96% stake in Infotel Broadband Services
Limited (IBSL) for Rs. 4,800cr. Although unlisted, IBBL was the only firm to win broadband
spectrum in all 22 zones in India in the 4G auction that took place earlier that year. Later,
continuing as RIL’s telecom subsidiary, Infotel broadband Services limited (IBSL) was renamed
as Reliance Jio Infocomm Limited (RJIL) in January 2013.

Acquisition & Subsidiaries:

 Acquired Infotel Broadband Services Limited in 2010.

 Technology- Rancore Technologies
 ILD & NLD – Infotel Telecom

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Agreements:

 An agreement with Ascend Telecom for their more than 4500 towers across India. (June
2014)
 An agreement with Tower Vision for their 8400 towers across India. (May 2014)
 An agreement with ATC India for their 11,000 towers across India. (April 2014)
 An agreement with Viom Networks for their 42,000 telecom towers. (March 2014)
 Agreement with Bharti Airtel for a comprehensive telecom infrastructure sharing
agreement to share infrastructure created by both parties to avoid duplication of
infrastructure wherever possible. (December 2013)
 A key agreement for International data connectivity with Bharti to utilise dedicated fiber
pair of Bharti’s i2i submarine cable that connects India and Singapore. (April 2013)
 `Agreements with Reliance Communications Limited for sharing of RCOM’s extensive
inter-city and intra-city optic fiber infrastructure of nearly 1,20,000 fiber pair kilometres
of optic fiber and 5,00,000 fiber pair kilometres respectively. ( April 2013/ April 2014)
and 45,000 towers (June 2013)

Technology:

 Reliance Jio Infocomm is currently laying OFC across the country to offer fiber to the
home/premises (FTTH). This fiber backbone will also help them to carry huge amount of
data originated from their 4G network as well as public Wi-Fi network.
 Reliance Jio is deploying LTE-TDD technology for 2.3 GHz spectrum band. Aquired in
2010.
 Reliance Jio will deploy LTE-FDD for 1.8 GHz spectrum, which will ultimately paved to
roll out of LTE-A network aggregation of both technology and both spectrum band.
 At present in different cities of India Reliance Jio offers Wi-Fi services. Most of these
cities are in Gujarat, where Reliance Industries also have one of the largest petro-refinery.
 Once commercially launched, Jio users can have across to Reliance Communications’ 2G
& 3G network.

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OPERATIONS

In June 2015, Jio announced that it will start its operations all over the country by the end of
year. However, four months later in October 2015, the company’s spokesmen sent out a press
release stating that the launch was postponed to the first quarter of the financial yearr 2016-2017.
Later in July, a PIL filed in the Supreme Court by an NGO called the Centre for Public Interest
Litigation. through Prashant Bhushan, challenged the grant of pan-India license to Jio by the
Government of Indis. The PIL also alleged that JIO was allowed to provide voice telephony
along with its 4G data service, by paying an additional fees of just 165.8 crore which was
arbitrary and unreasonable, and contributed to a loss of 2,284.2 crore to the exchequer.

The Indian Department of Telecom (DoT), however, refuted all of CAGs claims. In its statement,
DoT explained that the rules for 3G and BWA spectrum didn’t restrict BWA winners from
providing voice telephony. As a result, the PIL was revoked and the accusations were dismissed.

Beta Launch

The 4G services were launched internally to Jio’s partners, its staff and their families on 27
December, 2015. Bollywood actor Shah Rukh Khan, who is also the brand ambassador of Jio,
kick started the launch event which took place in Reliance Corporate park in Navi Mumbai along
with celebrities like musician A.R.Rehman actors Ranbir Kapoor and Javed Jaffery, and
filmmaker Rajkumar Hirani. The closed event was witnessed by more than 35000 RIL
employees some of whom were virtually connected from around 1000 locations including Dallas
in the US.

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PRODUCT & SERVICES

RELIANCE JIO 4G BROADBAND

The company has launched its 4G broadband services throughout India in the first quarter of
2016 financial year. It was stated to release in December 2015 after some reports said that the
company was waiting to receive final permits from the government. Mukesh Ambani, owner of
Reliance Industries limited (RIL) whose Reliance Jio is the telecom subsidiary, had unveiled
details of Jio’s fourth generation (4G) services on 12 June 2015 at RIL’s 41 st annual general
meeting. It will offer data and voice services with peripheral services like instant messaging, live
TV, movies on demand, news, streaming, music and a digital payments platform.

The company has a network of more than 2,50,000 km 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. With its multi service operator (MSO) licence, Jio will also serve as a TV
channel distributor and will offer television-on-demand on its network.

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. The initiatives are truly aligned with the Government of India’s “Digital
india” vision for our nation.

 Digital Healthcare
 Affordable Devices
 Jio Drive
 Digital Education
 Digital Currency
 Digital Entertainment and social connectivity

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LYF SMARTPHONES

In June 2015, Jio tied up with domestic handset maker. Intex to supply 4G handsets enabled with
voice over LTE (VoLTE) feature. Through this, it plans to offer 4G voice calling besides rolling
out high speed Internet services using a fiber network, in addition to the 4G wireless network.
However, in October 2015, Jio announced that it would be launching its own mobile handset
brand named LYF.

On January 2016, the company launched its LYF smartphone series starting with Water 1,
through its chain of electronic retail outlets, Reliance Retail. Three more handset models have
been released so far, namely Water series, Earth series and Flame series.

 EARTH 1
 EARTH 2
 F1
 WATER 1
 WATER 2
 WATER 3
 WATER 4
 WATER 5
 WATER 6
 WATER 7
 WATER 8
 WATER 9
 WATER 10
 WATER 11
 WIND 1
 WIND 2

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  WIND 3
 WIND 4
 WIND 4S
 WIND 5
 WIND 6
 WIND 7
 WIND 7S
 FLAME 1
 FLAME 2
 FLAME 3
 FLAME 4
 FLAME 5
 FLAME 6
 FLAME 7
 FLAME 7S

Jionet Wi-Fi

Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free Wi-
Fi hotspot services in cities throughout India including Ahemdabad and Surat in Gujarat, Indore,
Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of Mumbai and Maharashtra,
Kolkata in West Bengal, Lucknow in Uttar Pradesh, Bhubneshawar in Odisha. Collectorate’s
office in Meerut and at MG road in Vijayawada among others.title= Reliance Jio rolls out wi-fi
service at IP sigra Mall in Varanasi among others.

In March 2016, Jio started providing free Wi-Fi internet to spectators at six cricket stadiums
hosting the 2016 ICC World Twenty 20 matches. Jionet was made available in Wankhede
Stadium (Mumbai), Punjab Cricket Association IS Bindra Stadium (Mohali), Himachal Pradesh
Cricket Association Stadium (Dharamshala), Feroz Shah Kotla (Delhi), Chinnaswamy Stadium
(Bengluru), Eden Gardens (Kolkata) in India.

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Jio Apps

In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its upcoming
4G services. While the apps are available to download for everyone, a user will require a Jio SIM
card to use them. Additionally, most of the apps are in beta phase. Following is a list of the apps:

 MyJio- Manage Jio Account and Digital Services associated with it.
 JioPlay – A live TV channel service
 JioChat Messenger – An instant messaging app
 JioBeats – A music player
 JioJoin – A VoLTE phone simulator
 JioMags – E-reader for magazines
 JioXpressNews – A news and magazine aggregator
 JioSecurity – Security app
 JioDrive – Cloud based backup too
 JioMoney Wallet – An online payments/ wallet app

JIO MIFI WIFI ROUTER

JIO PREVIEW OFFER FOR HP LAPTOPS

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  3 Months Free Unlimited 4G Internet (Connected with 31 devices)
 3 Months Free Unlimited Calling (At any Network)
 3 Months Free `Unlimited SMS
 Life time Roaming Free (All India)
 Registration in E-mail is compulsory
 Available in Reliance store and Digital mini express store

JIO PREVIEW OFFER (JPO)

3 Months Free Unlimited 4G Internet in LYF smartphones and others all 4G smartphones
(Samsung, Micromax, Karbon, Lava, HTC, Gioni etc)

3 Months Free Unlimited Calling (At any network)

3 Months Free Unlimited SMS

Life Time Roaming Free (All over India)

2 years Warranty (LYF handsets only)

Branding and Marketing

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On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio.s brand
ambassador.

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