A PROJECT REPORT ON WINNING THE STRIKERS Submitted by
SHAGUN SHARMA
Registration No: 11616668
Under the guidance of Lalit Bhardwaj in partial fulfillment of summer internship for the award of the degree of
MASTER IN COMMERCE (M.Com)
School of Business LOVELY PROFESSIONAL UNIVERSITY Phagwara , Punjab
July, 2016-2018
ACKNOWLEDGEMENT I take this opportunity to express my gratitude to Mr.Nitin srivastva who has been instrumental in the successful completion of this project. I am thankful to his guidance and constant supervision for providing necessary information regarding the successful completion of the project. I would like to express my gratitude towards employees of JIO for their kind co-operation and encouragement. The guidance and support received from all the members who contributed to this project, was vital for the success of the project. I am grateful for their constant support and help.
PREFACE Master in commerce (M.Com) programme is one of the most reputed professional courses in the field of commerce . This course includes both theory and its applications as per contents of its curriculum Summer Training project report is an integral part of Master in commerce. It gives exposure to our practical knowledge and also to get interact with the various aspects of present market conditions. Each student is required to undergo practical training, after the completion of second semester examination.
The Training project programmers are designed to give the managers the future of the corporate happenings and work culture. The real life situation is really different from the stimulated exercise enacted in an artificial environment inside. The Training project programmers are designed, so that the managers or tomorrow do not feel when the time comes to take responsibilities. The Training project report presented here is a result of my hard work. This project helps me to learn about of working in Telecom Sector.
DECLARATION This is to declare that this Summer Training Project report on “Winning the strikers” is a record of genuine work done by meunder the guidance of Mr. NITIN SRIVASTVA in the partial fulfillment of the requirement for Master in commerce. I declare that this Summer Training project report is original and not submitted to any other university before.
Signature of the Student:
Student’s Name: SHAGUN SHARMA
CERTIFICATE
Certified that the summer internship project report “Winning the strikers” is the bonafide work of “Shagun Sharma” , “11616668” student of “MCom” of School of Business, Lovely Professional University carried out under my supervision during 26-05-2017 to 22-07-2017
Signature of the Industry Supervisor: Date: 22 JULY 2017 Name of Supervisor: Nitin Sirivastva Designation: Sr. Manager
EXCEUTIVE SUMMARY
This Summer Training project report is based on telecom sector as the telecom sector is growing at a very good pace. The present business scenario is totally customer oriented. Each company faces stiff competition from its competitors, each provides the best services at competitive rates. As a result customer has lot of choices to get the best with least cost. To face this competition, it is very important to know customer’s behavior towards different products and services. This project is aimed at understanding the strategies adopted by Reliance JIO and its impact on the perception of Reliance JIO Customers. Research has showed that it is far more important to win a new customer than it is to maintain an existing one, and there is no better way to retain a customer than to exceed his expectations. For this purpose it is essential to know the level of customer satisfaction. The focus of my research was the measurement of customer satisfaction level for the services provided by Reliance JIO. My job was to collect the feedback from the distributors and also to get their suggestions about the product. There can be no better opportunity to interact with the external as well as the internal customers of an organization. Finally the results of the research verify the fact that keeping the customer satisfied is the best strategy to not only retains the existing customers but also to expand the business to new horizons.
TABLE OF CONTENTS
S.No.
Description
Page No.
1.
Company Profile
8-13
2.
Organisational structure
14
3.
Winning the strikers
15-18
4.
Customer satisfaction towards Jio
19-20
5.
Research Mthodology
21-23
6.
Data Analysis and interpretation
23-49
7.
Findings
50
9.
Limitations
51
10.
Conclusion
52
11.
Suggestion
53
12.
Bibliography
54
13.
Attachments
55-59
COMPANY PROFILE 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
Telecommunications
Headquarters Navi Mumbai, Maharashtra, India
Key people
Sanjay Mashruwalla (Managing Director) Jyotin dra Thacker (Head of IT) Akash Ambani (Chief of Strategy)
Products
Mobile telephony, broadband, Wifi,Router and 4G Data services
Jio Apps MyJio, JioChat, JioPlay, JioBeats, JioMoney, JioDrive, JioOnDemand, JioSecurity, JioJoin, JioMags, JioXpressNews, Jionet WiFi
Parent
Reliance Industries
Subsidiaries
LYF
Website
www.jio.com
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 License.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 pan India basis in key domains such as education, healthcare, security, financial services, government citizen interfaces and entertainment. RJIL aims to provide anytime, anywhere access to innovative and empowering digital content, applications and services, thereby propelling 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 fourth 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 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 terrestrial fibre connectivity, setup its 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 rooftopmounted 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 systems, and provide real-time monitoring of traffic and advertising opportunities 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 Tacker (Head of IT).
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 aspirations.Reliance JIO has invested over Rs. 2,50,000 crores across the Digital India pillars," Ambani said, adding: "I estimate Reliance's 'Digital India' investments will create employment for over 5,00,000 people. " 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 percent of the 1.3 billion Indians will have high-speed, mobile Internet. And by 2017, company would cover 90 percent. And by 2018, all of India would be covered by this digital infrastructure,"
According to recent strategic research by Frost & Sullivan, Indian Cellular Services Market, such growth rates can be greatly attributed to the drastically falling price of mobile handsets, with price playing a fundamental role in Indian subscriber requirements. Subscribers in certain regions can acquire the handset at almost no cost, thanks to the mass-market stage these technologies have reached internationally. The Indian consumer can buy a handset for $150 or less. This should lead to increased subscribership. This market is growing at an extremely fast pace and so is the competition between the mobile service providers. Global System for Mobile Communication (GSM) is a new digital technology developed by the European community to create a common mobile standard around the world. It helps you achieve higher sell capacity and better speech quality and one can enjoy crystal clear reception on ones mobile phone. It automatically solves the problem of eavesdropping on ones calls. Before analyzing the telecom licensing framework in India, it is imperative that one must examine what is a license. License issued by the government is an authority, given to a person upon certain conditions to do something which would have been illegal or wrongful otherwise. For example, a driver’s license issued by the government, gives the authority to a person to drive a motor vehicle. There are three main types of license fee which the government charges: (I) initial license fee, which generally is non-refundable, (ii) annual license fee, and (iii) additional fee for allocation of spectrum. Licensing framework has been an integral part of India’s telecommunication law. Under the Indian Telegraph Act, 1885, section 4 gives power to the government to grant license to any person to establish, maintain or use a telegraph.
Vision: JIO intends to bring global harmony, peace & prosperity by way of contentment and mutual respect for every living being and strive for a world free of violence, poverty & disease.
Mission: JIO is committed to building a co-operative environment and social infrastructure for overall growth, development and well-being of communities by improving health, wealth, knowledge and spirituality. Our aim is to provide fair & optimum opportunities for strong social relationships amongst jains from all fields. Create a global awareness about jainethos, values and philosophy of our noble principles, which benefits humanity and our environment.
OBJECTIVE OF INTERNSHIP
Create synergistic effect by creating high quality and diversified portfolio.
Provide diversified financial services with focused people.
Appreciate uniqueness of each customer’s requirements and serve the customers with product flexibility.
Diversification of sources of fund.
Enhance corporate value through sustained growth.
ORGANISATION STRUCTURE
C.E.O
Marketingggg gg
Legal
Admin
HRM
Information Technology
Finance
Network
Customer sales delivery
Marketing Head
Blue Segment
Gold segment
Enterprise
Revenue plan analysis
Marcom and Brand Account
MIS Compliance H.R. Head
Backup And Support
Recruitment Retention
Winning the Industry STRiKERS !!!
Device
Winning the strikers is my overall project in which I enrolled the promoters for 5G Guru.com .In this project we want that if any promoter sells any device there should be 100% Jio in every device sold.
Objective: Brand à Seeding Jio proposition to 100% Industry Promoters. Business à Maximizing attach rate with every new device sold. Communication à Technology updates of latest development and product across segment in one go. Background: 80% of these smartphones are being sold through Promoter outlets. Not all the OEM promoter have any technical certification
STRIKER ENROLLMENT We have enrolled 40% Industry STRIKERS enrolled till date (519 headcount)
Highest enrollment from Vivo (151) followed by Samsung (97), Oppo (94) and Gionee (63).
Maximum participation from Bilaspur (107 enrollments) followed by Mandi and (101) and Kullu (69).
Knowledge Transformation & Daily communication (5 : 2) 1. Device updates. 2. GST @Telecom 3. Competition New Data Plans 4. Competition vs Jio 5. Jio leadership STATUS AND IMPACT:
STATUS
75% Enrollments done through On-line mode (5G Guru.com) All enrolled Strikers has been sent a Digital Enrollment Certificate. 100% daily engagement of enrolled participants
IMPACT:
Ongoing Daily Knowledge Transformation/Communication on various subjects like Device Updates including Jio HBOs / New Competition Data Plans / Competition vs Jio / Jio Leadership. Regaining Jio attach rate: Samsung : from 14.9% to 15.4% Oppo : from 8.3% to 8.8% Gionee : from 3.5% to 3.7% Jio attach rate also improved in highest online selling Xiaomi (from 3.9% to 8.3%) and Lenovo (2.1% to 2.7%) due to clear plan comparison shared and explained to Strikers. Special focus on Micromax, Vivo, Lava and Apple strikers where Jio latch rate has dropped over previous month
“CUSTOMER SATISFACTION TOWARDS JIO”
Customer satisfaction plays an important rolewithin your business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers in competitive business environments. Successful business owners and managers quickly realize that keeping customers costs less than finding new ones. If certain practices drive customers away, a business repeatedly spends time and money on advertising and other efforts to recruit more. These business owners know that weaknesses in the production or delivery of goods lead to distressed customers, so they use online surveys to collect feedback. Customer satisfaction surveys can become imperative tools for improving your business and ensuring your customers are happy and loyal.
Build your brand Studies show satisfied clients tend to buy products more often and develop loyalty to a particular brand. They often spread the word by recommending products and services to friends and family as an informal referral process. Customer satisfaction surveys give firms specific information about positive and negative perceptions, which could improve marketing or sales efforts. These perceptions are especially important because of the increased use of social media by people of all ages. One negative comment posted on a social media site could be seen by thousands of potential customers. Angry customers can use unfair criticism and untrue statements to harm a firm's reputation. Repairing the damage or countering false representations could prove costly. Measure your results A customer satisfaction survey might be worthless unless it creates statistical data that can be scientifically analyzed. The first step to developing a meaningful online survey is to establish intended goals and a process for comparing results. Employees responsible for analyzing survey results should have some background in statistics to make the survey meaningful. When drafting survey questions, as much detail as possible should be included in the questionnaire, along with an area for independent customer comments. Update your customers If survey results lead to a plan to improve weak areas of operation, a follow-up survey can be used to measure whether changes worked. Information can again be analyzed and compared to earlier feedback. It is also valuable to let your customers know you're endeavoring to make improvements and to thank them for their help. Customer satisfaction surveys also reveal data that can be used to gauge estimated customer satisfaction rates of competitors.
OBJECTIVE OF THE STUDY
To know the awareness of customers about Jio network
To study the preference of customers towards other networks with jio.
To analyze the customer’s satisfaction towards Jio network.
To give findings and suggestions.
RESEARCH METHODOLOGY Research Design : The purpose of the methodology is to design the research procedure. This includes the overall design, the sampling procedure, the data collection method and analysis procedure. Marketing research is the systematic gathering recoding and analyzing of data about problem retaining to the marketing of goods and services. The essential purpose of marketing research is to provide information, which will facilitate the identification of an opportunity of problem situation and to assist manager in arriving at the best possible decisions when such situations are encountered. Basically there are two types of researches, which according to their applicability, strength, weaknesses, and requirements used before selecting proper type of research, their suitability must be seen with respect to a specific problem two general types of researches are exploratory and conclusive. 1. Conclusive Research: It is also known as quantitative research; it is designed to help executives of action that is to make decision. When a marketing executive makes a decision are course of action is being selected from among a number of available. The alternatives may be as few as two or virtually infinite. They may be well defined or only vaguely glimpsed. Conclusive research provides information, which helps the executives make a rational decision. In some instances, particularly if any experiment is run, the research may come close to
specifying the precise alternatives to choose, in their cases especially with descriptive studies the research will only particularly clarify the situation and much will be left to the executive’s judgment.
The type of research here is “Descriptive Research Design”. This kind of design is used for more precise investigation or of developing the working hypothesis from an operational point of view. It has inbuilt flexibility, which is needed because the research problem, broadly defined initially, is transformed into one with more precise meaning in exploratory studies, which in fact may necessitate changes in research procedure for gathering relevant data. The characteristic features of research are as follows: –
Flexible Design
Non-Probability Sampling Design
No pre-planned design for analysis
Unstructured instruments for collection of data
No fixed decisions about the operational procedures
Sample Size Sample size refers to the numbers of respondents researcher have selected for the survey. I have selected 300 sample units from market and individual customers.
Sampling Technique The sample design provides information on the target information and final sample sizes. I used conveyed convenient sampling surveyed in research.
Sampling Area: While conducting sample,I went many places of Shimla.
Data collection tool
I have used Questionnaire, as the research instrument to conduct the market survey. The questionnaire consisted closed ended questions designed in such a way that it should gather maximum information possible. The questionnaire was a combination of 15 questions. If choices are given it is easier for the respondent to respond from the choices rather they think and reply also it takes lesser time. Because the keep on responding and one has tick mark the right choice accordingly. Data was collected through two sources: Primary Source: Primary data was collected directly from the customers through a questionnaire. Secondary Source: The secondary source was the company website and my colleagues. Method of sampling Convenient sampling is used to do sampling as all the customers in the sites are Surveyed.. Data Analysis Data analysis was done mainly from the data collected through the customers. The data Collected from secondary sources is also used to analyse on one particular parameter. Qualitative analysis was done on the data collected from the primary as well as secondary.
DATA ANALYSIS AND INTERPRETATION
TABLE Age group of respondents .
Ag e
% of respondents
No. of respondent s
2025
20%
60
Sales 23.33%
20.00%
26.66% 30.00%
INTERPRETATION:
20% of the respondents are between the age group 20 – 25.
26.66% of the respondents are between the age group 25 – 35.
30% of the respondents are between the age group 30 – 35.
23.33% of the respondents are above 35 years of age.
20-25 25-30 30-35 Above 35
TABLE
Occupation of the respondents
Occupation
% of respondents
No. of respondents
Students
16.66%
50
Business man
26.66%
30
Private employees
30%
90
Govt. employees
26%
80
Sales 16.77% 26.18%
Students Business man Private employees Govt. employees 26.84%
30.21%
INTERPRETATION:
16.66% of the respondents are Students.
26.66% of the respondents are Businessmen.
30% of the respondents are from Private employees.
26% of the respondents are Govt.Services
TABLE 1: 1.Do you have a mobile phone? a)yes b)No
Mobile users
% of respondents
No. of respondents
Yes
100%
300
No
0%
0
Sales Yes No
100.00%
INTERPRETATION:
100% of the respondents are Mobile users.
TABLE 2: 2.Are you aware about Reliance JIO? a)Yes b)No
Awareness
% Of respondents
No. of respondents
Yes
93.33%
280
No
6.66%
20
Sales 6.66%
yes No
93.34%
INTERPRETATION:
93.33% of respondents are aware about Reliance JIO. 6.66% of respondents are not aware about Reliance JIO
TABLE 3: 3.which operator’s service do you use? 1.Airtel 2.Reliance JIO 3.Idea 4. Vodafone Operator user
% of respondents
No. of respondents
Airtel
30%
90
Reliance JIO
23.33%
80
Idea
20%
60
Vodafone
26.66%
70
Sales 26.66%
Airtel Reliance JIO Idea Vodafone
30.00%
20.00% 23.33%
INTERPRETATION
30% of respondents are Airtel users 23.33% of respondents are Relianc JIO users.
TABLE 4: 4.What is your average monthly expenditure on mobile (in RS)? a)Rs100-Rs200 B)Rs200-Rs300 c)Rs300-Rs400 d)Above Rs500
Expenditure (Rs)
% of respondents
No. of respondents
Rs100-Rs200
35.71%
100
Rs200-Rs300
32.14%
90
Rs300-Rs400
28.57%
80
Above Rs500
10.71%
30
Sales 10.00% 33.33% 26.67%
Rs100-Rs200 Rs200-Rs300 Rs300-Rs400 Above 500
30.00%
INTERPRETATI ON:
35.71% of respondents are monthly expenditure on mobile. 32.14% of respondents are monthly expenditure on mobile. 28.57% of respondents are monthly expenditure on mobile.
TABLE 5:
5.From which source you came to know about Reliance JIO? a)News paper b)Advertisement c)Mouth publicity d)Hoardings
Sources
% of respondents
No. of respondents
News paper
32.14%
90
Advertisement
21.42%
60
Mouth publicity
28.57%
80
Hoarding
17.85%
50
Sales 17.85% 32.15%
28.58% 21.42%
INTERPRETATIO N:
32.14% of respondents are known by News paper. 21.42% of respondents are known by Advertisement. 28.57% of respondents are Mouth publicity. 17.85% of respondents are Hoardings.
News paper Advertisement Mouth publicity Hoarding
TABLE 6:
6.Since how long you are using Reliance JIO services? a)Less than one month b)2-3 months c)4-5 months d)Non user
Users
% of respondents
No. of respondents
Less than one month
42.85%
30
2-3 months
35.71%
25
4-5 months
14.28%
15
Non users
0%
0
Sales 15.38%
46.15%
38.46%
INTERPRETATION:
Less than one month 2-3 months 4-5 months Non users
42.85% of respondents are user of 35.71% of respondents are user of 2-3 months. 14.28% of respondents are user of 4-5 months. 0% of respondents are Non user.
TABLE 7:
7. Which feature of Reliance jio convinced you to use this? a)Connectivity b) Schemes c) Advertisements d)Goodwill
Convincing factor
% of respondents
No. of respondents
Connectivity
21.42%
15
Scheme
57.14%
40
Advertisement
14.28%%
10
Goodwill
7.14%
5
Sales 7.14% 21.42%
14.28%
Connectivity Scheme Advertisement
57.15%
INTERPRETATION:
21.42% of respondents are convinced with connectivity. 57.14% of respondents are convinced with scheme. 14.28% of respondents are convinced with Advertisement. 7.14% of respondents are convinced with goodwill.
TABLE 8: 8.Which service do you like most while using the Reliance jio services? a)Data services b)Call rate c)Network coverage d)Value added services
services
% of respondents
No. of respondents
Data services
50%
35
Call rate
28.57%
20
Network coverage
14.28%
10
Value added services
7.14%
5
Sales 7.14% 14.28% 50.01%
Data services Call rate Network coverage Value added services
28.57%
INTERPRETATION:
50% of respondents are in favour of Data services. 28.57% of respondents are in favour of Call rates. 14.28% of respondents are in favour of Network coverage. 7.14% of respondents are in favour of Value added services.
TABLE 9:
9) Why did you choose this service provider a).Unlimited calling services b).Unlimited Data services c).Unlimited sms services d).All services
Choose the service
% of respondents
No. of respondents
Unlimited calling services
14.28%
10
Unlimited Data services
35.71%
25
Unlimited sms services
7.14%
5
All services
42.85%
30
calling services. 35.71% of respondents are chosen to Unlimited Data services.. 7.14% of respondents are chosen to Unlimited Sms services.. 42.85% of respondents are chosen to All services.
INTERPRETATION:
14.28% of respondents are chosen to Unlimited
TABLE 10:
10.Do you call at customer care? a)Yes b)No
Respondents
% Of respondents
No. of respondents
Yes
100%
70
No
0%
0
If Yes,how often you call at customer care? 1.Daily
2.Once in week 3.Once in month 4.Rarely
Customer call
% of respondents
No. of respondents
Daily
28.57%
20
Once in week
50%
35
Once in month
14.28%
10
Rarely
7.14%
5
Sales 7.14% 14.28%
28.57%
Daily Once in week Once in month Rarely
50.01%
INTERPRETATION:
28.57% of respondents are made call customer care daily. 50% of respondents are made call customer care weekly. 14.28% of respondents are made call customer care monthly.
7.14% of respondents are made call customer care rarely.
TABLE 11: 11.For what reason do you call customer care? a)Value added services b) Information regarding new schemes c)Complaints d)Other queries
Reason
% of respondents
No. of respondents
Value added services
21.42%
15
Schemes
57.14%
40
Complaints
7.14%
5
Queries
14.28%
10
Sales 14.28%
21.42%
7.14%
Value added services Schemes Complaints Queries
57.15%
INTERPRETATION:
21.42% of respondents are made call for value added services. 57.14% of respondents are made call for new schemes. 7.14% of respondents are made call for complaints. 14.28% of respondents are made call for other queries.
TABLE 12: 12. Are you satisfied with Reliance JIO services? a)Yes b)No
Satisfaction level Yes
% Of respondents 71.42%
No. of respondents 50
No
28.57%
20
Sales yes no
28.57% 71.43%
INTERPRETATION:
71.42% of respondents are satisfied. 28.57% of respondents are not satisfied.
TABLE 13:
13.What should be improved in Reliance JIO services a)Improve in Network coverage b)Remove calling congestion c)Upgrade in Android version d)Others
Improvement
% of respondents
No. of respondents
Improve in Network coverage
9%
10
Remove calling congestion
8%
7
Upgrade in Android version
2%
3
Others
1%
2
Sales 10.00% 5.00%
45.00%
Improve in Network coverage Remove calling congestion Upgrade in adroid version Others
40.00%
INTERPRETATION:
9% of srespondents are dissatisfied with poor network coverage.
8% of respondents are dissatisfied with call drop. 2% of respondents are dissatisfied with old version. 1% of respondents are dissatisfied others.
TABLE 14:
14. Would you like to recommend others? a)Yes b)No
Recommendation
% Of respondents
No. of respondents
85.14% Yes No
60 14.28%
10
Sales 0.85
yes No
14.28
INTERPRETATION:
85.14% of respondents are recommended others. 14.28% of respondents are not recommended others.
TABLE 15: 15.Rate the following Reliance JIO services on basis of your satisfaction?
Services
Excellent
Network Coverage Data service
Very good
Fairly Good
Calling service
Value added Services
Customer care
New schemes and offers
Average
Poor
FINDINGS The following are the findings of the study. 1.While conducting the survey,I found that most of 71.23% respondents are satisfied with Reliance JIO,and 29.77% of respondents are not satisfied.Because still they have network problem in deep rural areas. 2.Reliance JIO has wide market captured in Shimla .LYF handsets are highly demanded in the market by its customers. 3.Most of the customers are preferred to buy and utilize the LYF handsets because its demand is very high in the area of Shimla. 4.Customers are satisfied the 4G unlimited services as comparison to others services. 5.Reliance JIO is the market leader in Shimla areas,all the customers are preferred its products & services. 6.Reliance JIO is enhanced the potential market share in Shimla. 7.Highly competition among other mobiles Samsung,Redmi,HTC. But LYF handsets are more preferred by the customers. 8.Wide network coverage is available in Shimla areas. 9.LYF handsets are highly selling products in Shimla markets.Because unlimited 4G schemes are considered by customers.
At last it can be said that there are a lot of scope of Reliance jio market in near future
LIMITATIONS
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. As the sample size of the survey was so small and comprise of only 300 customers, the 4. 5.
results may have some prone to errors. Study accuracy totally based upon the respondents response. Stipulated short span of time for survey.
CONCLUSION
Reliance JIO has become a very successful brand in India & providing customer satisfaction is to be there main motive.It provides unlimited free calling and data services & SMS on the move as people are more dependent on it in their daily lives like wide network coverage and good 4G services.Because 3G services was unable to meet out customer needs and wants.That’s why 4G has been evolved for Indian customers. Reliance JIO possesses congestion free & wide network coverage, attractive 4G schemes & customer services as well as lifetime roaming free services. Providing customer satisfaction is the most crucial step of the company as they are to be satisfied and provides Internet access on the move such as Wide network coverage and good 4G services as they are important and technology advanced stuff required by almost everybody in today’s environment, Reliance JIO is a home brand company and a very emerging brand in India and will be successful in overseas market in upcoming years. It possesses congestion free & wide network, attractive 4G schemes & customer services to cover one of the widest areas.
SUGGESTIONS 1.In today’s era the Reliance JIO must focus on rural areas to get the people attention and gather the rural people interest.Because most of rural people are not having the knowledge about Reliance JIO. 2.Spread out the awareness about Reliance JIO in deep rural areas. 3.Replenish the products on Retailer’s shop on right time,where it is lacking. 4.Remove(exterminate) the problem of calling congestion & call drop. 5.Make the advertisement of Reliance JIO by putting hoardings,boards,posters,and neon (electric) sign boards in every areas.It should be highlighted punch line”LYF DEKHO LYF JAISI”. 6.Get the feedback from existing customers about Reliance JIO and take the reference for making new customers. 7.We should try building a good relationship with all retailers,praise,recognition & honour on several occasion for our retailers would help a lot. 8.The customer care people and also employees in Reliance JIO should try to convey brand Reliance JIO while talking to people.
BIBLIOGRAPHY Articles: Mukesh Ambani's son Akash Ambani joins Reliance Industries; begins at telecom
arm Reliance Jio, The Economic Times Reliance Jio Infocomm launches 4G services for employees, The Economic Times,
December 27, 2015, retrieved December 29, 2015 Reliance Industries buys 95% stake in IBnfotel Broadband for Rs 4,800 cr, The
Economic Times Business Line Reliance Jio employees to get freebies, discount on 4G service, Gadgets 360 -
NDTV, December 25, 2015, retrieved December 29, 2015 Reliance to launch Jio by Dec, set to kick off pricing war, Business Standard
Web Sites: o www.JIO.com o www.MYLYF.com o www.google.com
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ATTACHMENTS Questionnaire 1.Do you have a mobile phone? a)yes b)No
2.Are you aware about Reliance JIO? a)Yes b)No
3.which operator’s service do you use? 1.Airtel 2.Vodafone 3.Idea 4.Reliance JIO
4.What is your average monthly expenditure on mobile (in RS)? a)Rs100-Rs200 B)Rs200-Rs300 c)Rs300-Rs400 d)Above Rs500
5.From which source you came to know about Reliance JIO? a)News paper b)Advertisement c)Mouth publicity d)Hoardings
6.Since how long you are using Reliance JIO services? a)Less than one month b)2-3 months
c)4-5 months d)Non users
7. Which feature of Reliance jio convinced you to use this? a)Connectivity b) Schemes c) Advertisements d)Goodwill
8.Which service do you like most while using the Reliance jio services? a)Data services b)Call rate c)Network coverage d)Value added services
9. Why did you choose this service provider a).Unlimited calling services b).Unlimited Data services c).Unlimited sms services
d).All services
10.Do you call at customer care? a)Yes b)No
If Yes,how often you call at customer care? 1.Daily 2.Once in week 3.Once in month 4.Rarely
11.For what reason do you call customer care? a)Value added services b) Information regarding new schemes c)Complaints d)Other queries
12. Are you satisfied with Reliance JIO services? a)Yes b)No
13.What should be improved in Reliance JIO services a)Improve in Network coverage b)Remove calling congestion c)Upgrade in Android version d)Others
14. Would you like to recommend others? a)Yes b)No 15.Rate the following Reliance JIO services on basis of your satisfaction?
Services
Network coverage Data service
Calling service
Excellent
Very good
Fairly good
Average
Poor
Value added services Customer care
New schemes and offers
