A SUMMER TRAINING PROJECT REPORT ON “CUSTOMER SATISFACTION TOWARDS RELIANCE JIO”
SUBMITTED IN THE PARTIAL FULFILMENT FOR THE REQUIREMENT OF THE AWARD OF DEGREE OF
MASTER OF BUSINESS ADMINISTRATION (MBA) (2015-2017)
INSTITUTE OF MANAGEMENT & RESEARCH 8th MILESTONE, DELHI-MEERUT ROAD, DUHAI, GHAZIABAD
Under the Guidance of: Dr. Anandita Tyagi (Faculty of Management dept.)
Submitted By:
Rajan Darlami 1503970039 1
STUDENT DECLARATION This is to declare that this Summer Training Project report on “Customer satisfaction towards Reliance Jio” is a record of genuine work done by me under the guidance of Dr. .ANANDITA TYAGI. Faculty of management in IMR, gzb in the partial fulfillment of the requirement for Master of Business Administration. 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
: Rajan Darlami
Roll No.
: 1503970039
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ACKNOWLEDGEMENT while conducting this report, I got support in many ways from many people. First, I am deeply grateful to my project guide, Mr. Shekhar Chauhan (Jio Centre Manager) Reliance Jio Infocomm Ltd., Muradnagar, GHAZIABAD who helped me with full devotion and always supported me earnestly whenever it was needed. Without his guidance, mental & moral support and academic inputs this report was not possible. This Training report could never have seen the light of the day without his co-operation of those Clients who participated in this. I am thankful to all of them for giving me their valuable time. I am also thankful to Project Coordinator Dr. Anandita Tyagi (Faculty of IMR) for overall guidance and help. My friends have been biggest support for me at every juncture of life. They manifested their great interest in my research work also and always tried to make things easy for me. A word of gratitude goes to my family members whose love; affection and understanding have enabled me to complete this endeavour with ease. At the end, I thank to Almighty for giving me courage and strength to conduct this project report.
( RAJAN DARLAMI )
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PREFACE Master of Business Administration (M.B.A.) programme is one of the most reputed professional courses in the field of management. This course includes both theory and its applications as per contents of its curriculum.Summer Training project report is an integral part of Master of Business Administration programmed of Institute of Management and Research. 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.
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TABLE OF CONTENTS S.No. A B C D 1. 2. 3. 4. 5. 6. 7. 9.
Description Student Declaration Acknowledgement Preface Executive Summary Introduction of the topic Industry profile Company profile Literature review Introduction to the problem Scope of the study Objective of the study Research methodology
8-10 11-19 20-42 43-47 48-52 53-54 55-56 57-60
10. 11. 12. 13. 14. 15. 16.
Data analysis and Data presentation Findings Limitation Conclusion Suggestions Bibliography Annexure
61-79 80-81 82-83 84-85 86-87 88-89 90-94
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Page No.
EXCEUTIVE SUMMARY
EXECUTIVE SUMMARY
This Summer Training project report is based on telecom sector as the telecom sector is growing at a very good pace. This project titled on “Customer Satisfaction Towards Reliance JIO” is being conducted to identify factors and provide revolutionary 4G LTE coverage and high speed Wi-Fi services of Reliance JIO at all parts of Muradnagar city. RJIL (Reliance Jio Infocomm Ltd.) has successfully demonstrated legal interception and monitoring rules compliance of its 4G network for high speed wireless internet, phone calls, video and messaging service across country.
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To identify all the below buildings in work scope area and establish contacts with the building owner/association and explain them the benefits of high speed internet and 4G connectivity. All G+5 (ground floor +five floors) and above buildings Shopping malls Hospitals Hotels Colleges To capture all the details of the building. The variables are involved in this project
1. Area 2. Address 3. Building Name 4. Number of Floors 5. Type (commercial, residential, both, Hotel, Hospital) 6. Latitude &Longitude {By using Smart phone app} 7. Number of Home passes
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INTRODUCTION OF THE TOPIC
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After the globalization of India economy in 1991 the telecommunication sector remained one of the most happening sectors in India. The recent years witnesses rapid and dramatic changes in the field of telecommunications. In the last few years more and more companies both foreign, domestic, come into cellular service, service market and offers large number of services to the people. A consumer may be referred to anyone engaged in evaluating, acquiring, using or disposing of services which he expects will satisfy his wants. If any producer makes out the marketing programmer ignoring the consumer preferences, he cannot possibly achieve his ultimate objectives. A manufacturer must plan his production and distribution to suit the consumer’s convenience rather than his own. Therefore a marketer must know more and more about the consumers, so that the products can be produced in such a fashion to give satisfaction to them. In the year of 1989, the number of cell phone users in India was zero. In the year of 1999 the number of cell phone users has gone up by 13 lakh. In the year of 2000 the number of cell phone users has risen by one million. Indian telecom sector added a staggering 227.27 million wireless mobile users in the 12 months between March 2010 and March 2011, while the overall teledensity has increased to 81.82% as of 30 November 2015, and the total numbers of telephone phone users (mobile & landline) have reached 1009.46 million as of May,2015.Now currently telephone subscriber (mobile & landline) is 1058.01 million (May 2016).
The company is reconfiguring to meet the growing demand for mobile services.It will differentiate our mobile services from our competitors through ongoing investment in technology, distribution and customer services, providing both a great customer experience and competitive value.
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The company is updating our retail footprint to a new Reliance JIO concept delivering a differentiated customer experience. A core part of our promise to customers is to ensure that their technical experts in store transfer all their personal data to their new LYF phone allowing them to walk out of the store with their phone fully functional. Extensive trials of our new concept store across all markets have shown significant increases in both sales and customer satisfaction. The new concept will be rolled out globally over the next upcoming years.
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INDUSTRY PROFILE
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INDUSTRY PROFILE
India has a fast-growing mobile services market with excellent potential for the future. With almost five million subscribers amassed in less than two years of operation, India's growth tempo has far exceeded that of numerous other markets, such as China and Thailand, which have taken more than five years to reach the figures India currently holds. The number of mobile phone subscribers in the country would exceed 50 million by 2010 and cross 300 million by 2016, according to Cellular Operators Association of India (COAI).
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. With the presence of a number of mobile telephony services providers including market leaders like Airtel, Reliance, Idea Cellular, BSNL etc. who are providing either of the two network technologies such as Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). In cellular service there are two main competing network technologies: Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). Understanding the difference between GSM and CDMA will allow the user to choose the preferable network technology for his needs. 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
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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.
Code Division Multiple Access (CDMA) describes a communication channel access principle that employs spread spectrum technology and a special coding scheme (where each transmitter is assigned a code). It is a spread spectrum signaling, since the modulated coded signal has a much higher bandwidth than the data being communicated. CDMA is the current name for mobile technology and is characterized by high capacity and small cell radius. It has been used in many communication and navigation systems, including the Global Positioning System and the omnitracs satellite system for transportation logistics. Indian mobile telephony market is increasing day by day and there is more to happen with technological up gradations occurring nearly every day and the ever-increasing demand for easier and faster connectivity, the mobile telephony market is expected to race ahead.
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NATIONAL TELECOM POLICY 1994 (NTP 1994):The National Telecom Policy was announced in 1994 which aimed at improving India's competitiveness in the global market and provide a base for a rapid growth in exports. This policy eventually facilitated the emergence of Internet services in India on the back of established basic telephony communication network. This policy also paved way for the entry of the private sector in telephone services. The main objectives of the policy were:
To ensure telecommunication is within the reach of all, that is, to ensure availability of telephone on demand as early as possible
To achieve universal service covering all villages, that is, enable all people to access certain basic telecom services at affordable and reasonable prices
To ensure world-class telecom services. Remove consumer complaints, resolve disputes and encourage public interface and provide a wide permissible range of services to meet the demand at reasonable prices
To ensure that India emerges as a major manufacturing base and major exporter of telecom equipment
To protect the defence and security interests of the nation.
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The policy also announced a series of specific targets to be achieved by 1997 and further recognized that to achieve these targets the private sector association and investment would be required to bridge the resource gap. Thus, to meet the telecom needs of the nation and to achieve international comparable standards, the sector for manufacture of telecom equipment had been progressively relicensed and the sub-sector for value-added services was opened up to private investment (July 1992) for electronic mail, voice mail, data services, audio text services, video text services, video conferencing, radio paging and cellular mobile telephone. The private sector participation in the sector was carried out in a phased manner. Initially the private sector was allowed in the value added services, and thereafter, it was allowed in the fixed telephone services. Subsequently, VSAT services were liberalized for private sector participation to provide data services to closed user groups.
Establishment of TRAI The entry of private players necessitated independent regulation in the sector; therefore, the TRAI was established in 1997 to regulate telecom services, for fixation/revision of tariffs, and also to fulfil the commitments made when India joined the World Trade Organization (WTO) in 1995. The establishment of TRAI was a positive step as it separated the regulatory function from policy-making and operation, which continued to be under the purview of the DoT2. The functions allotted to the TRAI included: a. To recommend the need and timing for introduction of new service provider b. To protect the interest of customers of telecom services c. To settle disputes between service providers d. To recommend the terms and conditions of license to a service provider e. To render advice to the Central government on matters relating to the development of telecommunication technology and any other matter applicable to the telecommunication industry in general.
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NEW TELECOM POLICY 1999 (NTP 1999):In recognition of the fact that the entry of the private sector, which was envisaged during NTP94, was not satisfactory and in response to the concerns of the private operators and investors about the viability of their business due to non realization of targeted revenues the government decided to come up with a new telecom policy. The most important milestone and instrument of telecom reforms in India is the New Telecom Policy 1999 (NTP 99). The New Telecom Policy, 1999 (NTP-99) was approved on 26th March 1999, to become effective from 1st April 1999.Moreover, convergence of both markets and technologies required realignment of the industry. To achieve India’s vision of becoming an IT superpower along with developing a world class telecom infrastructure in the country, there was a need to develop a new telecom policy framework. Accordingly, the NTP 1999 was framed with the following objectives and targets:
Availability of affordable and effective communication for citizens was at the core of the vision and goal of the new telecom policy
Provide a balance between provision of universal service to all uncovered areas, including rural areas, and the provision of high-level services capable of meeting the needs of the economy
Encourage development of telecommunication facilities in remote, hilly and tribal areas of the nation
To facilitate India’s journey to becoming an IT superpower by creating a modern and efficient telecommunication infrastructure taking into account the convergence of IT, media, telecom and consumer electronics
Convert PCOs, wherever justified, into public telephone information centers having multimedia capability such as ISDN services, remote database access, government and community information systems etc.
To bring about a competitive environment in both urban and rural areas by providing equal opportunities and level playing field for all players
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Providing a thrust to build world-class manufacturing capabilities and also strengthen research and development efforts in the country
Achieve efficiency and transparency in spectrum management
Protect the defense and security interests of the country
Enable Indian telecom companies to become global players.
In line with the above objectives, some of the specific targets of the NTP 1999 were:
Make available, telephone on demand by 2002 and achieve a tele density of 7% by 2005 and 15% by 2010
Encourage development of telecom in rural areas by developing a suitable tariff structure so that it becomes more affordable and by also making rural communication mandatory for all fixed service players and thus o
Achieve a rural tele density of 4% by 2010 and provide reliable transmission
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media in all rural areas.
Players in the market
BSNL is the market leader with a 67.7 per cent share followed by MTNL with 11.5 per cent market share. Next is Bharti Airtel at 10.9% followed by Tata and Reliance at 5% and 4.1% respectively.
BSNL as a company is growing and showed annual revenues of approximately $4.5 billion as of 2014. BSNL is serving more than 125 million customers across the country and is catalyst in checking the price point for telecom services.
Also, with the government intensifying its rural focus, only BSNL can turn into reality the next wave of rural telecom penetration.
BSNL is a 100% Central Government entity and employees with BSNL are entitled to get salaries and perks as decided by Government of India and not by BSNL 18
However both, MTNL and BSNL are plagued by declining revenues coupled with high costs. BSNL has massive infrastructure, manpower, systems, and 80 per cent of landlines and 90 per cent of broadband connections in India are operated by it.
“Vodafone is investing nearly US$ 3 billion over the next two years in India in expanding its network infrastructure and distribution channel in the country,” as per Vittorio Colao, CEO, Vodafone Plc.
BlackBerry plans to set up enterprise solutions centres to educate corporate customers about various BlackBerry Enterprise Service (BES) 10 solutions. "India is one of the fastest growing markets in terms of smartphone and mobile data adoption,” said according to Sunil Lalvani, Managing Director (MD), BlackBerry India.
Tata Teleservices plans to set up nearly 4,000 wi-fi hotspots in nine cities across the country in the next two years. Booming sectors
The tide has turned for the telecom sector in India, as growth and profitability has accelerated in recent times. Tower companies are reaping benefits of a turnaround in the sector as operators have started investing in networks to boost data penetration.
However it is in the country’s booming mobile segment in which the major battles are being fought. Three major private players – Bharti airtel, Reliance and Vodafone - with a formidable 54% share of the market between them, lead a large field of mobile operators. State-owned enterprises –BSNL and MTNL – have also been making their presence felt with a combined market share of 12%.
A look ahead 19
According to Craig Wigginton, vice chairman and U.S. Telecommunications leader, Deloitte & Touche LLP, the big challenge for the telecom industry in 2016 – which also presents a major growth opportunity for the sector – is that consumers are getting addicted to connectivity and high speed.
The ongoing expansion of the mobile ecosystem, coupled with demand for highbandwidth applications and services such as video and gaming, is keeping pressure on the industry to increase the availability and quality of broadband connectivity.
What does this mean for players in the sector? Carriers will continue to pursue technological advancements to handle demand, including offloading some mobile bandwidth needs to Wi-Fi, which is proving an effective complement to mobile networks. At the same time, long-term spectrum availability, spectrum efficiency, small cells and continued backhaul improvements are likely to be a key focus to assure continued mobile broadband momentum
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COMPANY PROFILE
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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) Subsidiary Telecommunications Navi Mumbai, Maharashtra, India
Type Industry Headquarte rs Key people
Sanjay Mashruwalla (Managing 22
Director)
Jyotindra 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 Subsidiaries Website
Reliance Industries LYF 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.
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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.
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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 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. R-Jio, meanwhile, faces its share of challenges in terms of return on investment and capturing market share. The company, according to industry analysts, is expected to spend $8-9 billion for the 4G roll-out. The company will battle for subscribers with leading telcos such as Bharti Airtel Ltd, Vodafone 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
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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).
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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 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,"
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HISTORY In June 2010, Reliance Industries (RIL) bought 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 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. Agreements: An agreement with Ascend Telecom for their more than 4,500 towers across India. (June
2014) An agreement with Tower Vision for their 8,400 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 kilometers of optic fiber and 500,000 fiber pair kilometers respectively (April 2013 / April 2014), and 45,000 towers (June 2013). Technology: 28
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, acquired 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 petrorefinery. Once commercially launched, Jio users can have access to Reliance Communications’ 2G & 3G network.
OPERATIONS 29
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 year 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 licence to Jio by the Government of India. 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 (US$25 million) which was arbitrary and unreasonable, and contributed to a loss of 2,284.2 crore (US$340 million) to the exchequer. The Indian Department of Telecom (DoT), however, refuted all of CAG's 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, kickstarted the launch event which took place in Reliance Corporate Park in Navi Mumbai, along with celebrities like musician A R Rahman, actors Ranbir Kapoor and Javed Jaffrey, 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 slated 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 41st 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 250,000 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.
Pan-India Spectrum Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles, respectively, of the total 22 circles in the country, and also owns pan-India licensed 2,300 MHz spectrum. The spectrum is valid till 2035.Ahead of its digital services launch, Mukesh Ambani-led Reliance Jio entered into a spectrum sharing deal with younger brother Anil Ambani-backed Reliance Communications. The sharing deal is for 800 MHz band across seven circles other than the 10 circles for which Jio already owns.
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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
LYF SMARTPHONES
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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.
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On 25 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.
FLAME 6
Technical Specifications MODEL CHIPSET GENERAL FEATURES
LYF FLAME 6 Qualcomm® Snapdragon 210 MSM8905 Operating System: Android Lollipop 5.1 SIM Slot: Dual SIM (4G+2G)* Processor (CPU): Quad-Core 1.5GHz ,Screen Size: 4 Inch
PERFORMANCE
Chipset: Quad-Core 1.5GHz Graphics (GPU): Mali 400 MP2@500MHz RAM: 512 MB. Screen Resolution: WVGA,
BATTERY
Capacity: 1700 mAh, Lithium Ion Battery Talktime: Up to 4.5 hours (4G)
STORAGE CAPACITY
Internal Memory: 4 GB Expandable Memory: Up to 32 GB
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CAMERA
CONNECTIVITY
Rear Camera : 5MP Auto Focus Front Camera : 2MP Fixed Focus, Flash : Rear LED Flash 3G: yes 4G: yes (LTE) True 4G (LTE Support): VoLTE (Video & HD Voice Call.
FLAME 1
Technical Specifications MODEL
FLAME 1
CHIPSET
Qualcomm® Snapdragon 210 MSM8909
GENERAL FEATURES
Operating System: Android Lollipop 5.1 SIM Slot: Dual SIM (4G+2G),Processor: Quad-Core 1.1 GHz Screen Size:4.5 Inch.
PERFORMANCE
Graphics (GPU): Adreno 304 @ 409MHz RAM: 1GB, Screen Resolution: FWVGA 480 x 854 pixel
BATTERY
Capacity: 2000 mAh, Lithium-ion Talktime: Up to 8 Hours (4G)
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STORAGE CAPACITY
Internal Memory: 8 GB Expandable Memory: Up to 32 GB
CAMERA
Rear Camera : 5MP Auto Focus Front Camera : 5MP Fixed Focus, Flash : Rear LED Flash
CONNECTIVITY
3G: Yes 4G: Yes, LTE CAT4 True 4G (LTE Support): VoLTE (Video & HD Voice Call)
WIND 1
Technical specifications MODEL CHIPSET GENERAL FEATURES PERFORMANCE
LYF WIND 1 Qualcomm®SnapdragonTM 410 MSM8916 Operating System: Android 5.1 Lollipop SIM Slot: Dual SIM (4G+2G) Processor (CPU): Quad-core 1.2 GHz Chipset: Qualcomm® SnapdragonTM 410 MSM8916 Graphics (GPU): Adreno 306 @ 450 MHz RAM: 1 GB,Screen Size 5 Inch, Screen Resolution: HD, 720x1280 pixel 36
BATTERY
Capacity: 2300 mAh, Lithium - Ion Polymer Talktime: Up to 6 hours (4G)
STORAGE CAPACITY
Internal Memory: 8 GB, 16 GB Expandable: Up to 64 GB
CAMERA
CONNECTIVITY
Rear Camera: 8 MP Auto Focus Front Camera: 5 MP, Flash: Rear LED Flash 3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call)
WIND 5
Technical specifications MODEL
WIND 5
CHIPSET
MTK 6735P
GENERAL FEATURES
Operating System: Android Lollypop 5.1 SIM Slot: Dual SIM (4G+2G), Processor (CPU): Quad-core 1.0GHz
PERFORMANCE
Chipset: MTK 6735P Graphics (GPU): ARM (MaliT720-Mp1)@600 MHz RAM: 1GB 37
BATTERY
Capacity: 2000 mAh, Lithium ion Talktime : Up to 6.5 hours (4G)
STORAGE CAPACITY
Internal memory: 8 GB Expandable Memory:Up to 32 Gb
CAMERA
Rear Camera: 8 MP Auto Focus Front Camera: 5MP, Flash: Rear Flash
CONNECTIVITY
3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE (HD Voice Call& video call)
WATER 1
Technical specifications MODEL
WATER 1
CHIPSET
Qualcomm® SnapdragonTM 615 MSM8939
GENERAL FEATURES
Operating System: Android Lollipop 5.1.1 SIM Slot: Dual SIM (4+2G) , Processor (CPU): Octa-Core 1.5 GHz
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PERFORMANCE
Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics (GPU): Adreno 405 @ 550 MHz RAM: 2GB,Screen resolution : Full HD, 1080x 1920 pixels
BATTERY
Capacity: 2600 mAH, Lithium-ion polymer Talktime: Up to 10 hours (4G)
STORAGE CAPACITY
Internal Memory: 16 GB Expandable Memory: Up to 32 GB
CAMERA
Rear Camera : 13 MP Auto Focus Front Camera : 5MP Fixed Focus Flash: Yes - Both Front and Rear
CONNECTIVITY
3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call)
WATER 2
Technical specifications MODEL
WATER 2
CHIPSET
Qualcomm® Snapdragon 615 MSM8939
GENERAL FEATURES
Operating System: Android Lollipop 5.0.2 SIM Slot: SIM 1(4G), SIM 2(2G, Voice calls) Screen size: 5 Inch, Screen Resolution: HD, 1280 x 720 pixels 39
PERFORMANCE
Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics (GPU): Adreno 405 @ 550 MHz RAM: 2GB, Processor (CPU): Octa-Core 1.5GHz
BATTERY
Capacity: 2400 mAh, Lithium-ion polymer Talktime: Up to 8 hours (4G)
STORAGE CAPACITY
Internal memory: 16 GB Expandable memory: 32 GB
CAMERA
Rear Camera: 13 MP Auto Focus Front Camera: 5MP Fixed Focus, Flash: Yes - Rear Camera
CONNECTIVITY
3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call)
WATER 7
Technical specifications MODEL CHIPSET GENERAL FEATURES
WATER 7 Qualcomm® Snapdragon 615 MSM8939 Operating System: Android Lollipop 5.1 SIM Slot: Dual SIM (4G+2G),Sensors:Gravity or Finger print sensor 40
PERFORMANCE
Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics (GPU): Adreno 405 @ 550 MHz RAM: 2GB, Processor (CPU): Octa-core 1.5 GHZ
BATTERY
Capacity: 3000 mAh, Lithium-ion polymer Talktime: Up to 14 hours (4G)
STORAGE CAPACITY
Internal memory: 16 GB Expandable memory:Upto 128 GB
CAMERA
Rear Camera : 13 MP Auto Focus Front Camera : 5MP, Flash : Rear LED Flash
CONNECTIVITY
3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call)
EARTH 2
Technical specifications MODEL CHIPSET GENERAL FEATURES
EARTH 2 Qualcomm Snapdragon 615 MSM8939 Operating System: Android Lollipop 5.1.1 SIM Slot: Dual SIM (4G+2G)
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Octa core 1.5 GHZ, Sensors:Proximity or Light sensor : PERFORMANCE
Chipset: Qualcomm® SnapdragonTM 615 MSM8939 Graphics: (GPU): Adreno 405 @ 550 MHz RAM : 3 GB,Screen Size: 5.5 Inch,Screen Resolution: Full HD
BATTERY
Capacity: 3500 mAh, Lithium-ion polymer Talktime: Up to 14 hours (4G)
STORAGE CAPACITY
Internal memory: 32 GB Expandable memory:Upto 64 GB
CAMERA
Rear Camera : 15 MP Auto Focus Front Camera : 5MP, Flash : Rear LED Flash
CONNECTIVITY
3G: Yes 4G: Yes, LTE Cat 4 True 4G (LTE Support): VoLTE (Video & HD Voice Call
Jionet WiFi
Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free WiFi hotspot services in cities throughout India including Ahmedabad and Surat in Gujarat, Indore, Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of Mumbai in Maharashtra, Kolkata in West Bengal, Lucknow in Uttar Pradesh, Bhubaneswar in Odisha, Mussoorie in Uttarakhand, 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 Twenty20 matches. Jionet was made available in Wankhede Stadium (Mumbai), Punjab Cricket Association IS Bindra Stadium (Mohali), Himachal Pradesh Cricket Association Stadium (Dharamshala), Chinnaswamy Stadium (Bengaluru), Feroz Shah Kotla (Delhi), and 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
JioOnDemand - An online HD video library
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
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JIO PREVIEW OFFER FOR HP LAPTOPS: 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.
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JIO PREVIEW OFFER (JPO)
3 Months Free Unlimited 4G Internet in LYF smartphones and others all 4G smarthphones (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 On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's brand ambassador.
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LITERATURE REVIEW
46
LITERATURE REVIEW 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, major player in internet services, and support to customers. The research was conducted on companies mainly 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 1MBPS-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.
47
In this literature review. the consumer perceptions about 4G services in Pune. The objectives of the study was (1) to find 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” . 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 gratification. The expectation is that in due course this trend towards individualization will become a more important factor in the emerging markets too, particularly in the every areas.In future, 4G services over mobile networks and company need to review current regulatory frameworks to enhance innovation and competition in the market of these services. .
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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 efficiency 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 satisfaction has a strong positive effect on customer loyalty intentions across a wide range of 4G 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 lead companies to more profit or more customer satisfaction.Because 4G services are increasingly 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 satisfy customers, company should improve its 4G services. Customers with less expectation are more satisfied, companies by adding innovative 4G features would easily increase customer satisfaction. Customer retention is directly influenced 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
successful the company will be in competitive market,therefore it is very important to measure it.
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To better manage customer satisfaction, company spend millions on effectively tracking the methods that guarantee customer satisfaction, because the quantitative measurement of customer satisfaction is a great help for comprehensively measuring the effect of 4G on customer satisfaction. Customer satisfaction, as we discussed before, has the most important effect on customer perception and in order to narrowing down we focus on 4G service as one of 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 customers and by preparing all this, good services would be followed which influenced on Customer satisfaction and make them loyal in future.
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INTRODUCTION TO THE PROBLEM
INTRODUCTION TO THE PROBLEM
51
Even though the sector has reflected promising growth, the teledensity in India still remains at a very low level compared with international standards and thus providing tremendous opportunity for future growth. In the medium-term, the industry is expected to continue to record good subscriber growth as a result of low penetration levels, heightened competition; a sustained fall in minimum subscription cost and tariff that increase affordability for lower-income rural users, expansion of coverage area by mobile operators, and government support through schemes such as the rural infrastructure roll out funded by subsidies from the Universal Service Obligation (USO) Fund. The Indian telecom sector offers unprecedented opportunities in various areas, such as rural telephony, 4G, virtual private network, value-added services, et al. Nonetheless, the lack of telecom infrastructure in rural areas and falling ARPU of telecom service providers could inhibit the future growth of the industry
Rapidly Falling ARPU (Average revenue per user) The competitive intensity in the telecom industry in India is one of the highest in the world and has lead to sustained fall in realisation for the service providers. Intense competitive pressure and cut throat pricing has resulted in declining ARPUs. With increasing number of new entrants in the telecom space the competitive intensity is likely to continue, putting further downward pressures on the telecom tariffs. Thus, the telecom companies might have to grapple with further decline in ARPUs, going forward. Further, with the telecom companies moving their focus to the rural areas for driving the future subscriber growth they might not witness a commensurate increase in revenues. In fact, the risk of steep decline in ARPUs will increase going forward as the telecom companies penetrate rural markets that are characterised by higher concentration of lowincome, low-usage customers. A higher-than-expected decline in ARPU poses a risk of reduction in margins of service providers. Alternatively, telecom operators are turning their focus to steadily increasing the minutes of usage (MoU) to counter the sustained fall in ARPUs. Likewise, the growth of the VAS is also crucial for some improvement in the ARPUs of operators.
Lack of Telecom Infrastructure 52
Lack of telecom infrastructure in semi-rural and rural areas could be one of the major hindrances in tapping the huge rural potential market, going forward. The service providers have to incur a huge initial fixed cost to enter rural service areas. Further, as many rural areas in India lack basic infrastructure such as road and power, developing telecom infrastructure in these areas involve greater logistical risks and also extend the time taken to roll out telecom services. The lack of trained personnel in the rural area to operate and maintain the cellular infrastructure, especially passive infrastructure such as towers, is also seen as a hurdle for extending telecom services to the under penetrated rural areas.
Rural Areas Continue to Remain Under Penetrated A rural teledensity of merely 15% point towards the fact that a majority of Indian population still do not have access to telecom services. The rural India seems to have remained untouched by the telecom revolution witnessed in the last few years. A huge 'digital divide', which is reflected by the enormous difference of 74% between the urban and rural teledensity, reiterates this fact. However, with the urban markets reaching a saturation point, the telecom service providers are penetrating rural areas for driving future growth. Thus, the service providers entering new rural markets might witness substantial increase in subscriber base. The expansion in the rural areas, however, has increased the risk of further decline in the ARPUs. Nonetheless the revenue growth from these regions is unlikely to match the surge in the subscriber base.
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Excessive Competition Another major concern that has come to the forefront in the recent past has been heightened competitive intensity in the industry that has correspondingly fuelled the price war between industry players. The Indian wireless market is one of the world’s most competitive markets, with 12 operators across 23 wireless ‘circles’ and 6 to 8 competing operators in each circle. The auction of new 4G licences and the introduction of mobile number portability (MNP) are likely to heat up competition in the industry, going forward. Spectrum is the most important resource that is required for providing mobile services. Given that spectrum is a finite resource, the availability of the same would be inversely proportional to the number of operators. Thus, larger the number of service providers smaller will be the amount of spectrum available to each of them.
Scarcity of spectrum leads to higher capex on deployment of mobile networks for the operators as they need more cell sites to improve service quality. Further the growing usage of spectrum and the resultant scarcity may lead to re-use of spectrum and increase chances of congestion in networks leading to constraints on service quality. Evidently, the competition in the industry is expected to intensify further with the entry of new players, both domestic as well as foreign players. With the competitive intensity of the industry already at such high levels new operators might find it difficult to gather significant share in Indian telecom market. While the new players may benefit from a faster network rollout through tower sharing, they will face challenges in terms of high subscriber acquisition costs and lower ARPU customers.
Lower Broadband Penetration 54
The Indian economy remains highly underpenetrated in terms of broadband connections. High cost of devices (PC and laptop), high internet charges and lower wireline connections have been some of the major factors inhibiting broadband penetration. Broadband is one of the key catalysts for economic development and major initiatives by both the government and service providers are needed to increase its penetration.
Spectrum Allocation 4G Spectrum availability is one of the major concerns for the industry. Lack of adequate spectrum which is the most integral part of the mobile telephony sector could hamper its growth severely. However, the spectrum allotment has been the most controversial issues in the Indian telecom sector. The smooth process of scheduled 4G spectrum allocation is likely to be one of the key factors affecting the industry dynamics, going forward. Given the highly-competitive nature of the Indian telecom industry on one hand, and limited licenses in the 4G network on the other, the risk of excessive biding by the service providers has increased. Irrational bidding, especially in some circles, might render 4G services financially-unviable. Further, there exists a risk of delay in allotment of proposed spectrum to the service providers who have successfully bid for the 4G spectrum
Other Growth Inhabiting Factors While the implementation of mobile number portability is likely to aid improvements in quality of service, it is also likely to increase the churn out ratio significantly. The service providers are likely to turn to the VAS as a service differentiator; however, widespread VAS deployment is restricted due to language and illiteracy.
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The deployment of 4G services is likely to help the emergence of new VAS. Mass acceptance will be crucial for the success of 4G services in India. Comparatively higher cost of handsets required for accessing 4G services is likely to be one of the major roadblocks in mass 4G adoption in India.
SCOPE OF THE STUDY
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SCOPE OF STUDY This study covers customers about Reliance JIO in the areas of Muradnagar. The study makes effort to ascertain the satisfaction level of customer of Reliance JIO.Through survey So that company would be able to come up to the expectation level of its customer. The company can come up to the expectation only by finding out the problem that customer are facing during their purchase of Reliance JIO products. The subject has been taken for the research as it plays key role in the success of Telecom sector. No company can think of selling their product without having satisfied customer. No company can survive in long run without coming up to the satisfaction level of customer.
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In short it is the level of satisfaction that is link between end-user and company. As long as the company is able to satisfy its customer, customer would remain in the bracket of loyal customer. Hence it is very essential to understand the customer satisfaction and to measure the satisfaction level time to time as there is always scope of improvement. The research will also be beneficial in analyzing the overall market position of the company and measures which should be adopted by the Reliance JIO to increase their market share in the region of Muradnagar.
OBJECTIVE OF THE STUDY 58
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OBJECTIVE OF THE STUDY 1. To study of customer satisfaction level on Reliance JIO products & services. 2. To find the market potential and market penetration of Reliance JIO products & services offerings in Muradnagar.
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RESEARCH METHODOLOGY
RESEARCH METHODOLOGY 61
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.
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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 Muradnagar areas-Railway road, Kasba road,Rawli road,Sarna road,Sainthali,Duhai etc.
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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 Sources.
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DATA ANALYSIS AND INTERPRETATION
65
TABLE Age group of respondents Age
% of respondents
No. of respondents
20-25
20%
60
25-30
26.66%
80
30-35
30%
90
Above 35
23.33%
70
Sales
23%
20%
20-25 25-30 30-35 Above 35
27% 30%
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.
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TABLE Occupation of the respondents Occupation
% of respondents
No. of respondents
Students
16.66%
50
Business man
30
26.66%
Private employees
30%
90
Govt. employees
26%
80
Sales
26%
Students
17%
Business man Private employees Govt. employees 27%
30%
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
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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%
INTERPRETATION:
100% of the respondents are Mobile users.
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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 7% yes No
93%
INTERPRETATION:
93.33% of respondents are aware about Reliance JIO. 6.66% of respondents are not aware about Reliance JIO
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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 Airtel 27%
Reliance JIO
30%
Idea Vodafone 20%
23%
INTERPRETATION
30% of respondents are Airtel users 23.33% of respondents are Relianc JIO users. 20% of respondents are Idea users. 26.66% of respondents are Vodafone users. 71
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%
Rs100-Rs200 Rs200-Rs300
33%
Rs300-Rs400
27%
Above 500
30%
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.
10.71% of respondents are monthly expenditure on mobile. 72
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 News paper
18%
Advertisement
32%
Mouth publicity Hoarding 29% 21%
INTERPRETATI ON:
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. 73
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%
Less than one month 2-3 months 4-5 months
46%
Non users
38%
INTERPRETATION:
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. 74
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%
Connectivity
21%
Scheme Advertisement
57%
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. 75
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%
Data services
14%
Call rate Network coverage 50%
Value added services
29%
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. 76
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
Sales Unlimited calling services
14%
Unlimited Data services 43%
Unlimited sms services All services
36% 7%
INTERPRETATION:
14.28% of respondents are chosen to Unlimited 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. 77
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
78
Sales Daily
7% 14%
Once in week
29%
Once in month Rarely 50%
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.
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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%
Value added services
21%
Schemes
7%
Complaints Queries
57%
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.
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TABLE 12: 12. Are you satisfied with Reliance JIO services? a)Yes b)No
Satisfaction level
% Of respondents
No. of respondents
Yes
71.42%
50
No
28.57%
20
Sales
29%
yes no
71%
INTERPRETATION:
71.42% of respondents are satisfied. 28.57% of respondents are not satisfied.
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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%
Improve in Network coverage
5%
Remove calling congestion 45%
Upgrade in adroid version Others
40%
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. 82
TABLE 14: 14. Would you like to recommend others? a)Yes b)No
Recommendation
% Of respondents
No. of respondents
85.14% Yes
60
No
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.
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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
84
Poor
FINDINGS
FINDINGS 85
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 Muradnagar.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 Muradnagar. 4.Customers are satisfied the 4G unlimited services as comparison to others services. 5.Reliance JIO is the market leader in Muradnagar areas,all the customers are preferred its products & services. 6.Reliance JIO is enhanced the potential market share in Muradnagar. 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 Muradnagar areas. 9.LYF handsets are highly selling products in Muradnagar 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
86
LIMITATIONS
LIMITATIONS 87
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 results may have some prone to errors.
4.
Study accuracy totally based upon the respondents response.
5.
Stipulated short span of time for survey.
88
CONCLUSION
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
89
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.
From the details it can be concluded that 80% of Reliance JIO users preferred to remain with Reliance JIO and fully stisfied. Also good number of customers who are willing to switch from their respective subscribers showed interest in Reliance JIO.Reliance JIO is capturing the wide area of Indian markets increasingly day by day.Hence, these statistics imply a bright future for the company.It can be said that in near future, the company will be booming in the telecom industry.
90
SUGGESTIONS
SUGGESTIONS
91
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. 8.We should try building a good relationship with all retailers,praise,recognition & honour on several occasion for our retailers would help a lot. 9.The customer care people and also employees in Reliance JIO should try to convey brand Reliance JIO while talking to people. 10. Enhance the market penetration & shares in every market and give the high competition to others company.
92
BIBLIOGRAPHY
BIBLIOGRAPHY Referred Books: 93
Kothari. C.R (2004): Research Methodology Methods & Techniques‟, New Age International Publishers, New Delhi, 2nd Edition. Principles of Marketing –Philip Kotler & Kevin keller edition 12 Market Research – D.D. Sharma Research Methodology – C.R. Kothari Books & magazine on mobile communication-Kamil Sh. Zigangirov.
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 o www.wikipedia.com 94
ANNEXURE
95
ANNEXURE NAME:
------------------------------------
AGE:
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SEX: OCCUPATION: MOBILE NO: ADDRESS :
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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 96
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
97
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 98
15.Rate the following Reliance JIO services on basis of your satisfaction?
Services
Excellent
Very good
Fairly good
Network coverage Data service
Calling service
Value added services Customer care
New schemes and offers
99
Average
Poor
