CHAPTER-1

INTRODUCTION
Customer satisfaction provides a leading indicator of
consumer purchase intentions and loyalty. "Customer
satisfaction data are among the most frequently
collected indicators of market perceptions. Their
principal use is twofold:”

1."Within organizations, the collection, analysis and

dissemination of these data send a message about the
importance of tending to customers and ensuring that
they have a positive experience with the company's
goods and services.”

"Although sales or market share can indicate how well a

firm is performing currently,
satisfaction is perhaps the best indicator of how likely it
is that the firm’s customers
will make further purchases in the future. Much research
has focused on the relationship between customer
satisfaction and retention. Studies indicate that the
ramifications of satisfaction are most strongly realized at
the extremes."
On a five-point scale, "individuals who rate their
satisfaction level as '5' are likely to become return
customers and might even evangelize for the firm. (A
second important metric related to satisfaction is
willingness to recommend. This metric is defined as "The
percentage of surveyed customers who indicate that
they would recommend a brand to friends." When a
customer is satisfied with a product, he or she might
recommend it to friends, relatives and colleagues. This
can be a powerful marketing advantage.) "Individuals
who rate their satisfaction level as '1,' by contrast, are
unlikely to return. Further, they can hurt the firm by
making negative comments about it to prospective
customers. Willingness to recommend is a key metric
relating to customer satisfaction."
In today’s world every organization needs to conduct an
effective program. Companies
conducts market research program in order to
communicate with the customers and identify specific
requirements to meet the customers satisfaction and
improvement sales.
The reason of this project is to identify the customer’s
opinion on the sales service
s provided by the company and their satisfaction towards
the sales services .In order to ascertain the proper
meaning and impact of information furnished, the
statements are required to be analyzed and interpreted
in a proper manner and findings of this research will
show how much satisfaction has been provided to
customers by Reliance Jio Infocomm Ltd.
Background of the study
Reliance Jio, a telecommunications company in India,
disrupted the industry when it entered the market in
2016. Offering affordable data plans, widespread
network coverage, and innovative services, Reliance Jio
quickly gained a substantial customer base and
transformed the telecom landscape. However, as the
market becomes increasingly competitive, understanding
customer satisfaction has become crucial for sustaining
growth and maintaining a loyal customer base.
letrature review
Howard and ShethRust et.al ( 1969) define satisfaction
as the buyers cognitive state of being adequately or
inadequately rewarded for the sacrifice has
undergone. It has described to the status it as the
reason of successful business. The companies
while making strategies incorporate a strategy to
achieve customer satisfaction.
Hunt and Hung et.all (1977) as defined an evaluation
rendered that the consumption was at least as good as it
was supposed to be. To satisfaction is a kind of
stepping away from an experience and evaluating it.
Pleasurable experience that caused dissatisfaction
because even though it was pleasurable as it was
supposed to be.
Oliver (1981) as defined the summary psychological
state resulting the emotion surrounding discomfort
expectation is coupled with the consumers prior
feelings about the consumption experience. Customer
emotional response to the use of a product or service.
Customer satisfaction is typically defined as a post
consumption evaluative judgment concerning a specific
product or service
Tse and Wilton et.al (1988) define as the customer
response to the evaluation of the perceived discrepancy
between prior expectations and the actual
performance of the product or service as perceived
after its consumption.
Economic Times (2005) Indian mobile phone market is
set to surge ahead since urban India has a teledensity of
30 whereas rural India has a teledensity of 1.74. It
indicates that the market is on ascent, with more than
85000 villages yes it come under teleconnectivity.
Indian infrastructure Report (2005) explains India rapidly
expanding telecom sector is continuing to witness stiff
competition. Various telecom service basic, mobile,
internet, national long distance and international long
distance have been tremendous growth in year 2005 and
this growth trend promises to continue electronics and
home appliances business each of which are expected to
be $ 2.5 billion in revenue by that year.
Hypothesis
H1 : There is association between monthly income of
respondent and types of advertisement preferred.
H1 : There is significance difference between preference
of telecom operator and respondent age.
H1 : There is significance difference in satisfaction and
various services offered by JIO.
 or
Abhishek Kumar Singh and Malhar Pangrikar (2013) did a
study titled "A Study Report, to Find out Market Potential
for 4G Businesses in Pune". The Report is all about "Study
of market potential for 4G business in pune" and also to
know about the customer perceptions and attitudes
towards their current service provider. Satisfaction level
of the customers was also judged. The customer
expectations were analyzed thoroughly. Major factors
considered in research are: what
are the needs of the companies based on the data
services usage. maior plaver in internet
services, and support to customers. The research was
conducted on companies manly from Industries like IT,
Education, Manufacturing and others which are located
in Pune city. It is clear from the survey done that Reliance
& Tata are Leading Internet service Provider; they are
providing products like Data Card, Broadband etc to the
corporate end users. Most of the companies are getting
internet speed form IMBPS-4MBPS. Most of the
companies are having good perception about 4 G and are
willing to switch to it from their current service provider.
Speed of 4G is around than 30 to 35 MBPS, is going to
boom the Market. Because majority of the companies
are facing Speed problem with their current ISP
4G spectrum is a research item for next-generation wide-
area cellular radio, which focuses on 4G technologies, 4G
networks and 4G systems. 4G technologies shall include
three basic areas of connectivity which are personal area
networking (such as Bluetooth), local high-speed access
points on the network such as wireless technologies and
cellular connectivity.
At the moment, many companies have established
projects for 4G systems developmet.
4G can provide services for a wide range of speed facility
that support global roaming and each company will be
able to interact with internet-based information and
available in every part of country.
In this Literature review. the consumer perceptions
about 4& services in Pune. The objectives o
the study was (1) to hind the most influencing factor in
selection of service provider, and (2) to
measure customer perception and satisfaction as regards
the 4G service provided. The study on a
4G indicated that some problems exist that deserve the
attention of the company. The company needs to bridge
the gap between the services promised and 4G services
offered. And to conclude,
"Delivering service without measuring the impact on the
customer is like driving a car without a windshield"
AA
At 4G, The Company have always sought to enhance
value for you as a customer by providing you the most
relevant and easy to use services through innovation and
by harnessing the latest developments in technology. In
line with this strategy, constantly introduced 4G
innovative services to suit customer unique needs and
wants. These 4G trends in the market and among
customers generate a demand for high speed and more
rapidly changing services and also expectation for a
different approach to technology development.
As well as imposing requirements in terms of 4G
technology development, trends such as mass
individualization call for a responsive answer to a sharply
increasing market demand. Successful growth and
diffusion of 4G services is focusing customer satisfaction
on how mobile relates to 4G networks.
Accordingly, it is necessary for company to review
current frameworks in those
instances where changes might impede the offering of
certain aspects.
Consumer perception about 4G much more volatile,
much less predictable and increasingly
concerned With instant gratitication. The expectation is
that in due course this trend towards
individualization will become a more important lactor in
the emerging markets too, particularly
in the every areas.In future, 40 services over mobile
networks and company need to reven
current regulatory frameworks to enhance innovation
and competition in the market of these
services
customer satisfaction is a measure of how 4G services
supplied by a company meet customer
expectation. In today's tough economic climate all
companies need to improve ethiciency and.
even in midsize firms that usually mean coordinating
large quantities of information. However, technology and
thinking has progressed and, many of user nowadays
using 4G services.
Customer satisfaction is defined as a customer's overall
evaluation of the performance of an offering to date.
This overall satistaction has a strong positive effect on
customer loyalty
intentions across a wide range of a service S
Many companies have been gaining rising popularity due
to the advances in 4G technologies and
the large increase in the number of its users. The
companies that expand beyond services and
develop a content distribution platform will win
customers s expectation. Companies couldnot follow
constant rules to be successful in potential markets.
There is not a list of actions that leadcompanies to more
pront or more customer satistaction. Because 40 services
are increasmgly
spread out all over India. And every customer are
preferred these 4G services.
This satisfaction has positive influences on retaining
customers among different variety of 4G services.
Satisfaction refers to achieving the things we want. If
satisfaction interprets as "not going wrong" the firm
should decrease complaint which by its own is not
sufficient. In order to
satisty customers, company should improve its 40
services. Customers with less expectation are more
satisfied, companies by adding innovative 4G features
would easily increase customer satisfaction. Customer
retention is directly ifluenced by customer satisfaction.
Retention is a
major challenge particularly in internet based services, as
customers can easily switch from one
serviCe to another at low cost. Customer satisfaction is
the key factor determining how
successiu the company wil be m competitive market.
therefore it is ver important to measure it.
To better manage customer satisfaction, company spend
millions on effectively tracking the methods that
guarantee customer satistaction, because the
quantitative measurement of customer
satisfaction is a great help for comprehensively
medsuring the effect of 46 on
satisfaction.
Customer satistaction, as we discussed before, has the
most important effect on customer
perception and in order to narrowing down we focus on
4& service as one o the customer
satisfaction's factors. The aim of the company is to find
the most important service dimensions that affect
customer satisfaction.
To have a thorough satisfaction firstly the company is
needed to bring satisfied customers which leads to loyal
custotmers and by preparing all this, good services would
be followed which influenced on Customer satisfaction
and make them loyal in future.
Objective of the study

1.To identify if the customer of Reliance Jio are satisfied

with Jio and its services.

2.To figure out possible improvement programs to

reduce dissatisfaction of theCustomer.
3.To study the various kinds of offers available in reliance
jio.
 Research methodology
Research Methodology is the process used to collect
information and data for the purpose of making business
decisions. The methodology may include
publicationresearch, interviews, surveys and other
research techniques, and could include both present and
histporical information.It is well known fact that the most
important step in marketing research process isto define
the problem. Choose for investigation because a problem
well defined ishalf solved. That was the reason that at
most care was taken while definingvarious parameters of
the problem. A questionnaire was designed major
emphasisof which was gathering new ideas or insight so
as to determine and bind outsolution to the problems
Limitation of the study
1. The first problem I faced is in getting the co-operation
of the customers. Many of the respondents I approached
did not agree to the need and utility of the project and
hence did not agree to provide me with information.
2. The behavior of the customer is unpredictable which
may result in the lacking of accuracy in the data.
3. Study accuracy totally based upon the respondents
response.
4. Stipulated short span of time for survey.
Chapter 2
Conceptual framework
Introduction
Reliance Jio a subsidiary of Reliance Industries
Limited, is a telecommunications company that
revolutionized the Indian telecom industry upon its
launch in September 2016. Led by business magnate
Mukesh Ambani, Reliance Jio disrupted the market by
introducing affordable data and voice services,
transforming the way Indians access and consume digital
content.

Reliance Jio's entry into the telecom sector brought

about a significant shift in the industry landscape. Prior
to Jio's arrival, the Indian telecommunications market
was dominated by a few established players offering
high-priced data services. Jio's disruptive pricing strategy
and extensive network infrastructure changed the
dynamics, leading to increased competition and a
paradigm shift in consumer behavior.
One of the key factors that set Reliance Jio apart was its
reliance on a 4G LTE (Long-Term Evolution) network,
which offered high-speed internet access at affordable
rates. Jio's network coverage quickly expanded across
the country, reaching even remote areas and
underserved regions, thereby bridging the digital divide
and enabling millions of Indians to access the internet for
the first time.

Reliance Jio's services encompassed a wide range of

offerings, including mobile connections, data plans, and
digital services such as JioTV, JioCinema, and JioSaavn.
These services provided customers with access to a vast
array of digital content, including movies, TV shows,
music, and live TV, all within a single integrated platform.

The impact of Reliance Jio's disruptive entry was

profound. It sparked a data revolution in India, leading to
a surge in internet penetration and digital adoption. The
affordability of Jio's services played a pivotal role in
enabling the growth of e-commerce, digital payments,
and online content consumption across the country.
Moreover, the company's entry also triggered industry-
wide tariff reductions and improved service quality,
benefitting consumers at large.

Reliance Jio's rapid growth and customer acquisition

have made it one of the largest telecom operators in
India. It has amassed a vast subscriber base and
continues to expand its offerings, including foraying into
the fiber broadband and enterprise segments. The
company's commitment to innovation, customer-centric
approach, and competitive pricing have positioned it as a
major disruptor in the telecom industry, challenging
established players and shaping the digital landscape of
India.

This project aims to evaluate customer satisfaction

towards Reliance Jio, assessing the quality of its services,
customer experiences, and factors driving customer
loyalty. By understanding the customer's perspective and
level of satisfaction, valuable insights can be gained to
further enhance Reliance Jio's offerings and contribute to
the continuous improvement of the telecom industry as
a whole.
History of the topic
Customer satisfaction towards Reliance Jio has been a
topic of interest since its entry into the Indian telecom
market in 2016. Here's a brief history of customer
satisfaction related to Reliance Jio:

1.Initial Positive Response: When Reliance Jio was

launched, it created a significant buzz in the market
with its free voice calls and low-cost data plans.
Many customers were attracted to the affordable
offerings and flocked to Jio, leading to a surge in its
subscriber base. This initial response was largely
positive, as customers appreciated the value for
money proposition.

2.Network Congestion and Quality Issues: As the

subscriber base rapidly expanded, Reliance Jio faced
challenges in maintaining consistent network quality and
handling the increased traffic. In the initial months,
customers reported network congestion, call drops, and
slow data speeds, which led to some dissatisfaction
among users.
Network Infrastructure Improvement: Recognizing the
issues faced by customers, Reliance Jio invested in
expanding and strengthening its network infrastructure.
The company embarked on an ambitious plan to enhance
its network capacity and coverage. Over time,
improvements were observed, and network-related
issues started to decrease.

3.Enhanced Customer Experience: Reliance Jio focused

on enhancing customer experience through various
initiatives. It launched MyJio, a self-service app that
allowed customers to manage their accounts, recharge,
and troubleshoot issues. The company also introduced
customer helplines and dedicated support channels to
address customer concerns promptly.

4.Competitive Market Scenario: The Indian telecom

market is highly competitive, with multiple players vying
for customers. While Reliance Jio's entry disrupted the
market and attracted many customers, the competition
intensified as other telecom operators revised their
offerings and improved their networks. This competition
led to a greater focus on customer satisfaction across the
industry.

5.Ongoing Efforts: Reliance Jio has continued to invest in

its network infrastructure and digital services ecosystem.
It has expanded its offerings beyond
telecommunications, venturing into e-commerce,
entertainment, and digital payments. By providing
integrated services, Reliance Jio aims to offer a
comprehensive and satisfactory experience to its
customers.

It's important to note that customer satisfaction can vary

among individuals and may depend on factors such as
location, network coverage, and personal preferences.
Reliance Jio has made efforts to address customer
concerns and improve its services over time, but
individual experiences may differ. It is advisable to refer
to recent customer reviews and feedback to get a more
current understanding of customer satisfaction towards
Reliance Jio.
Company profile
Sources of Data
This research include gathering of both primary and
secondary data. Gathering of the primary data was done
through questionnaire by giving the prepared set of
questionnaires to the customers and secondary data
were taken from the records of the company, internet,
company website etc.
Instrument Used for Data Collection
The instrument used for collection of data were mainly
questionnaires, Internet(Company Websites).
Sample Size
This research was carried out in Mizoram, mainly Aizawl
and data from othercustomers who uses Jio 4G sim card
in their smartphones . Each customer was asked
abouthow they see Jio as compared with other
telecommunication companies and their feedback

24
was used as the conclusions for the feedback of the
whole Reliance Jio Infocomm Ltd. inAizawl.
Findings
The customers of Jio are mainly satisfied with the data
plan of Jio, and the different kind ofservices that it
provides such as free call and free sms. The customers
generally agrees thatthe launch of Jio in Aizawl has
change the price of recharging amounts of different
othercompanies as well. The main dissatisfaction point of
the customers is that the network of Jioinside Aizawl is
weak and is not that stable.
Conclusion
Reliance Jio Infocomm Ltd. Marketing strategies is one of
the best strategies that Aizawl hasever seen and the
customers of Jio are also satisfied about the price, the
data plans and thedifferent kinds of free services that it
provides as compared to other
telecommunicationscompany in Aizawl. The only thing
that Jio needs to fully satisfied their customer and the
people of Aizawl is to have a better and more stable
network.
25
Appendix
QUESTIONNAIRECUSTOMER SATISFACTION ON RELIANCE
JIO1.

How likely is it that you would recommend this company

to a friend or colleague? Not at all likely Extremely likely0
1 2 3 4 5 6 7 8 9 102.

Overall, how satisfied or dissatisfied are you with

Reliance Jio company?Very satisfiedSomewhat satisfied
Neither satisfied or dissatisfiedSomewhat
dissatisfiedVery dissatisfied3.

Which of the following words would you use to describe

Jio?ReliableHigh qualityUseful
Reward Your Curiosity
Everything you want to read.
Anytime. Anywhere. Any device.
Read free for 30 days
No Commitment. Cancel anytime.

Share this document

Share or Embed Document
Sharing Options
Share on Facebook, opens a new windowShare on
Twitter, opens a new windowShare on LinkedIn, opens a
new windowShare with Email, opens mail clientCopy Link
You might also like
Jio Report
Jio Report
Document
59 pages
Jio Report
jagdishsingh658
50% (8)
Asjad Training Report
Asjad Training Report
Document
36 pages
Asjad Training Report
Asjad Khan
No ratings yet
marketing management
marketing management
Document
10 pages
marketing management
sakshi gupta
No ratings yet
356898922-Jio-Report
356898922-Jio-Report
Document
59 pages
356898922-Jio-Report
harsh
No ratings yet
rg case study.docx
rg case study.docx
Document
14 pages
rg case study.docx
Sagar Mistry
No ratings yet
FINISHEDPROJECT8229
FINISHEDPROJECT8229
Document
29 pages
FINISHEDPROJECT8229
ANSHUL
No ratings yet
Project Report (Saijal)
Project Report (Saijal)
Document
70 pages
Project Report (Saijal)
Rakesh Dogra
No ratings yet
reliance jio infocomm.docx
reliance jio infocomm.docx
Document
46 pages
reliance jio infocomm.docx
narayani singh
No ratings yet
Ijs Dr 1611020
Ijs Dr 1611020
Document
7 pages
Ijs Dr 1611020
Anup Mohapatra
No ratings yet
ashish
ashish
Document
21 pages
ashish
Subham Agarwalla
No ratings yet
how to work on airtel
how to work on airtel
Document
64 pages
how to work on airtel
Ankit
No ratings yet
Reliance Jio
Reliance Jio
Document
49 pages
Reliance Jio
upasanapizza
No ratings yet