A

SYNOPSIS

ON
“A STUDY ON CUSTOMER SATISFACTION ON MOBILE
TELECOMMUNICATIONS
OF
RELIANCE JIO INFOCOMM LTD, SHIMLA”

SUBMITTED FOR THE PARTIAL

FULFILLMENT OF THE DEGREE
OF
MASTER OF BUSINESS ADMINISTRATION
OF
PUNJAB TECHNICAL UNIVERSITY
BY
SHIVANI GILL
1625115
MBA IV SEMESTER

UNDER THE SUPERVISION OF

MS. HEENA ATWAL
(ASSISTANT PROFESSOR, CBSA)
SESSION 2016-2018
CHANDIGARH BUSINESS SCHOOL ADMINISTRATION

LANDRAN (MOHALI)
 TABLE OF CONTENTS

S.No. Description Page No.

A Student Declaration
B Acknowledgement

C Preface

D Executive Summary

1. Introduction of the topic 8-10

2. Industry profile 11-19

3. Company profile 20-42

4. Literature review 43-47

5. Introduction to the problem 48-52

6. Scope of the study 53-54

7. Objective of the study 55-56

9. Research methodology 57-60

10. Data analysis and Data presentation 61-79

11. Findings 80-81

12. Limitation 82-83

13. Conclusion 84-85

14. Suggestions 86-87

15. Bibliography 88-89

16. Annexure 90-94

 INTRODUCTION

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 Shimla 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.

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
 COMPANY PROFILECOMPANY PROFILE

RELIANCE JIO

Jio's headquarters in RCP, Navi Mumbai

Formerly • Infotel Broadband

called Services
Limited (2009 - 2013)
• Reliance Jio
InfocommLimited (2013 -
2015)
Type Subsidiary
Industry Telecommunications
Headquarters Navi Mumbai,Maharashtra, India

Key people Sanjay Mashruwalla (Managing

Director)
Jyotindra Thacker (Head of IT)
Akash Ambani (Chief of Strategy)
 Mobile telephony,broadband,
Products Wifi,Router and 4G Dataservices

Jio Apps

MyJio, JioChat, JioPlay, JioBeats,

JioMoney, JioDrive,
JioOnDemand,
JioSecurity, JioJoin,
JioMags,JioXpressNews, Jionet
WiFi

Parent Reliance Industries

Subsidiaries LYF
www.jio.com
Website

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
IndustriesLimited, it was incorporated in 2007 and is based in Mumbai, India.It is
headquartered in Navi Mumbai.
 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)
 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.
 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 Shimla.

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.
 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.

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
results may have some prone to errors.
 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.

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.
 BIBLIOGRAPHY

 Referred Books:
 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
telecomarm 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,TheEconomic TimesBusiness 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:
owww.JIO.com owww.MYLYF.com owww.google.com owww.wikipedia.com