A

PROJECT REPORTON

“CUSTOMER SATISFACTION TOWARDS RELIANCE JIO”

SUBMITTED TOWARDS THE PARTIAL FULFILMENT FOR THE

REQUIREMENT OF THE AWARD OF DEGREE OF
BACHELOR OF BUSINESS ADMINISTRATION (BBA)
(2015-2018)

KHALLIKOTE AUTONOMOUS COLLEGE

BERHAMPUR, DIST. - GANJAM

Under the Guidance of: Submitted By:

RASHMIRAJ PALOBIBEK LENKA
(Faculty of BBA Dept.) ROLL NO.-1215BB012

ACKNOWLEDGEMENT
while conducting this report, I got support in many ways from many people. First, I am
deeply grateful to my project guide, Sj Rasmiraj Palo 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
haveseen 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 Rashmiraj Palo (Head of Dept.) for overall guidance
and help. My friends have been biggest support forme 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 memberswhose love; affection and understanding have
enabled me to complete this endeavor with ease. At the end, I thank to Almighty for giving me
courage and strength to conduct this project report.

( BIBEK LENKA )
 STUDENT DECLARATION

This is to declare that the Project report on “Customer satisfaction towards Reliance Jio” is a
record of genuine work done by me under the guidance of RASHMIRAJ PALO,Faculty & Head of
of BBA department, in the partial fulfillment of the requirement for Bachelor of Business
Administration.
I declare that the project report is original and not submitted to any other university before.

Signature of the Student:

Student’s Name : BIBEK LENKA

Roll No. : 1215BB012
 Table of Contents

Introduction………………………………………………………….01-13
Industry profile…………………………………………………..14-18
COMPANY Profile…………………………………………………..19-21
RESEARCH METHODOLOGY……………………………………….22-23
DATA ANALYSIS & INTERPRETATION……………………….24-41
CONCLUSION……………………………………………………………..42-42
SUGGESTION…………………………………………………………….43-43
BIBLIOGRAPHY…………………………………………………………44-44
QUESTIONNAIRE……………………………………………………….45-46
Introduction
 Introduction
India is currently the world’s second-largest telecommunications market with a
subscriber base of 1.05 billion and has registered strong growth in the past decade and
half. The Indian mobile economy is growing rapidly and will contribute substantially to
India’s Gross Domestic Product (GDP), according to report prepared by GSM
Association (GSMA) in collaboration with the Boston Consulting Group (BCG). The
country is the fourth largest app economy in the world.
The liberal and reformist policies of the Government of India have been instrumental
along with strong consumer demand in the rapid growth in the Indian telecom sector.
The government has enabled easy market access to telecom equipment and a fair and
proactive regulatory framework that has ensured availability of telecom services to
consumer at affordable prices. The deregulation of Foreign Direct Investment (FDI)
norms has made the sector one of the fastest growing and a top five employment
opportunity generator in the country.
The Indian telecom sector is expected to generate four million direct and indirect jobs
over the next five years according to estimates by Randstad India. The employment
opportunities are expected to be created due to combination of government’s efforts to
increase penetration in rural areas and the rapid increase in smartphone sales and
rising internet usage.

 Market Size :->

The mobile industry is expected to create a total economic value of Rs 14 trillion (US$
217.37 billion) by the year 2020. It would generate around 3 million direct job
opportunities and 2 million indirect jobs during this period@. India has become the
second largest smartphone market in the world as shipments increased 23 per cent
year-on-year in Q3 2017, to reach more than 40 million units@@.
Rise in mobile-phone penetration and decline in data costs will add 500 million new
internet users in India over the next five years creating opportunities for new
businesses. The monthly data usage per smartphone in India is expected to increase
from 3.9 GB in 2017 to 18 GB by 2023.
Data usage on Indian telecom operators' networks (excluding Reliance Jio), doubled in
six months to 359 petabytes or 3.7 million gigabytes per month as 4G data usage share
increased to 34 per cent by the end of June 2017$. According to a report by leading
research firm Market Research Store, the Indian telecommunication services market will
likely grow by 10.3 per cent year-on-year to reach US$ 103.9 billion by 2020.
 Investment/Major development :->
With daily increasing subscriber base, there have been a lot of investments and
developments in the sector. The industry has attracted FDI worth US$ 30.03 billion
during the period April 2000 to September 2017, according to the data released by
Department of Industrial Policy and Promotion (DIPP).
Some of the developments in the recent past are:

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  Finnish telecommunication company Nokia, is going to collaborate with Indian
telecom companies Bharti Airtel and BSNL to work on the roadmap for
development of 5G technology and creating a conducive ecosystem for 5G in
India.
 The Government of India is working to digitally connect the rural and remote
regions in the country and has decided a new affordable tariff structure with the
principle of more you use, less you pay. The changes will soon be reflected in
tariff changes by service providers in the country.
 India telecommunication companies will be investing US$ 20 billion over the next
two years for expansion of network and operations, stated Mr Akhil Gupta, Vice
Chairman, Bharti Enterprise.

Government Initiatives :-
The government has fast-tracked reforms in the telecom sector and continues to be
proactive in providing room for growth for telecom companies. Some of the other major
initiatives taken by the government are as follows:

 The Government of India is working to digitally connect the rural and remote
regions in the country and has decided a new affordable tariff structure with the
principle of more you use, less you pay. The changes will soon be reflected in
tariff changes by service providers in the country.
 The Government of Telangana is targeting to provide broadband connection to
every household in the state by 2018, which is expected to lead to revolutionary
changes in the education and health sectors.
 Mr Manoj Sinha, Union Minister of Communications, Government of India, stated
that the government will provide the required support for achieving the dream of
a fully connected and truly empowered India soon, while inaugurating a national
conference on 'BharatNet and its utilisation with states'.

 Road Ahead :->

India will emerge as a leading player in the virtual world by having 700 million internet
users of the 4.7 billion global users by 2025, as per a Microsoft report. Internet economy
expected to touch Rs 10 trillion (US$ 155 billion) by 2018, contributing around 5 per
cent to the country’s GDP. With the government’s favourable regulation policies and 4G
services hitting the market, the Indian telecommunication sector is expected to witness
fast growth in the next few years. The Government of India also plans to auction the 5G
spectrum in bands like 3,300 MHz and 3,400 MHz to promote initiatives like Internet of
Things (IoT), machine-to-machine communications, instant high definition video transfer
as well as its Smart Cities initiative. The Indian mobile phone industry expects that the
Government of India's boost to production of battery chargers will result in setting up of
365 factories, thereby generating 800,000 jobs by 2025##.

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Telecom Regulatory Authority of India’s financial data report for the September quarter
gives a glimpse of how much share Reliance Jio Infocomm Ltd has captured just a year
after it started operations.

Based on reported gross revenue numbers, Jio accounted for a 14.5% share of India’s
wireless telecom market in the second quarter (Q2). But there is an element of double
counting with gross revenues, as it includes payments made to (and received from)
other operators for roaming arrangements and for termination. To that extent, it makes
more sense to look at adjusted gross revenues (AGR), which captures net revenues
accruing to each company. Based on reported AGR numbers, Jio had a 13.9% share of
the market last quarter.

Of course, this is overstated because a portion of Jio’s revenues related to the June
quarter was recognized in Q2. BNP Paribas Securities India Pvt. Ltd said in a note
to clients, “Jio’s gross revenue market share (RMS) was 14.5% in 2Q18 as it booked
revenue for two quarters in 2Q18. Its 1H18 RMS of 8.7% is a more meaningful number.”

While this may be true, it is a rather redundant number to work with, since Jio has
increased tariffs twice since July and is adding customers at a relatively fast clip. New
customers are now signing up at an Arpu (average revenue per user) of Rs160 or so after
including a proportionate share of the Prime membership (valid only till March 2018).
Even old customers are now generating an Arpu of around Rs130 for the company,
based on the tariff for the flagship 84-day plan.

Jio had reported revenues of Rs6,140 crore for the September quarter, with an implied
paid subscriber base of around 131 million. Assuming that base is now generating an
Arpu of Rs130, and that new subscribers (roughly six million a month) are coming in at
Rs160, Jio should end up with revenues of Rs6,000 crore in the December quarter as
well.

Revenues of incumbents, meanwhile, are still declining, as a higher share of subscribers

adjust to lower tariff plans, as well as due to the 57% cut in interconnect usage charges.
As such, Jio may end up with an even higher market share in Q3 than what was reported
in Q2.

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Eventually, most analysts expect Jio, Bharti Airtel Ltd and the Vodafone-Idea combine
to corner 30-32% of the market each, with the remaining in the hands of public sector
companies. But the pace at which Jio is headed towards that number is clearly taking
most people by surprise.

 PRICE PERFORMANCE :->

See how stocks within the sector have performed over the various time periods
during the last 1 year. You can see the price as well as the percentage change for
the relevant period over the current price.

9 6 3 Last
Company 1 YearPrice
(% Chg)
MonthsPrice MonthsPrice MonthsPrice PricePrice
(% Chg) (% Chg) (% Chg) (% Chg)

52.00 -
Accord Synergy 59.75 -12.97 59.75 -12.97 54.00 -3.7 59.80 -13.04
1.89

484.15 - 427.75 -
Bharti Airtel 362.75 17.92 366.90 16.58 422.55 1.23
11.65 0.19

216.25 -
Goldstone Infra 52.75 309.95 67.60 219.9 173.95 24.32 196.40 10.11
0.28

113.25 - 83.05 -
Idea Cellular 79.50 4.47 88.70 -6.37 93.25 -10.94
26.67 1.01

22.10 -
MTNL 22.90 -3.49 20.95 5.49 19.20 15.1 21.35 3.51
1.78

Nu Tek India 0.70 35.71 0.65 46.15 0.70 35.71 1.75 -45.71 0.95 -5

OnMobile Global 80.10 -38.14 71.05 -30.26 59.10 -16.16 56.60 -12.46 49.55 -1.1

27.90 -
Reliance Comm 38.75 -28 20.75 34.46 23.45 18.98 12.35 125.91
1.59

743.15 - 725.10 - 638.15 -

Tata Comm 667.75 -4.43 680.45 -6.22
14.13 11.99 0.65

TataTeleservice 9.60 -35.94 6.60 -6.82 6.85 -10.22 7.15 -13.99 6.15 -0.81

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TOP COMPANIES IN THIS SECTOR
Equity Current %Gain

Bharti Airtel 427.75 -0.19

Idea Cellular 83.05 -1.01

Tata Comm 638.15 -0.65

Reliance Comm 27.90 -1.59

MTNL 22.10 -1.78

TataTeleservice 6.15 -0.81

Goldstone Infra 216.25 -0.28

OnMobile Global 49.55 -1.10

Accord Synergy 52.00 -1.89

Nu Tek India 0.95 -5.00

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Tata Teleservices Ltd spearheads the Tata Group’s presence in the telecom sector. The
Tata Group includes over 100 companies, over 450,000 employees worldwide and
more than 3.8 million shareholders.
Incorporated in 1996, Tata Teleservices Ltd was the pioneer of the CDMA 1x
technology platform in India, embarking on a growth path after the acquisition of Hughes
Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Ltd] by the Tata Group
in 2002. Over the last few years, the company has launched significant services CDMA
mobile operations in January 2005 under the brand name Tata Indicom, market-defining
wireless mobile broadband services under the brand name Tata Photon in 2008 and 2G
GSM services under the brand name Tata DOCOMO in 2009.
Tata Teleservices Ltd also has a significant presence in the 2G GSM space, through its
joint venture with NTT DOCOMO of Japan, and offers differentiated products and
services. Tata DOCOMO was born after Tata Group’s strategic alliance with Japanese
telecom major NTT DOCOMO in November 2008. Tata DOCOMO received a pan-India
license to operate GSM telecom services and rolled out GSM services in all the 18
telecom Circles where it received spectrum from the Government of India in the quick
span of just over a year.

Tata Teleservices Ltd: Pioneer of the CDMA 1x technology platform in India

2012 Recognized as the best ‘Utility VAS Service Provider’ and ‘Best Mobile Broadband
Service Provider’ by Frost & Sullivan.

2011 Company’s many brands being consolidated under its single flagship brand, Tata
DOCOMO.

2010 Tata Teleservices Ltd became the first Indian private telecom operator to launch
3G services in India.

2009 Launched 2G GSM services under the brand name Tata DOCOMO.

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Aircel is one of India's fastest growing GSM mobile service providers with a subscriber
base of 65.1 million. It started off as a regional company in Chennai in 1999. In 2006,
Aircel was acquired by Malaysia's biggest integrated communications service provider
Maxis (Maxis Communication Berhard) and is a joint venture (JV) with Sindya Securities
and Investments Pvt Ltd. Maxis holds 74 per cent equity in the company.
Presently, it is a pan-India operator with a presence across 23 circles. The company
offers voice and data services ranging from postpaid and prepaid plans, 2G and 3G
services, Broadband Wireless Access (BWA), and Long Term Evolution (LTE) to Value-
Added-Services (VAS). In addition to providing premium internet access solutions to
facilitate data intensive live streaming applications, the company has also paved the
way to be among the first to offer 3G and 4G LTE services to customers.
Aircel has positioned itself as a data led telecom player with a focus on young Indians
and has addressed the multi-functionality of a mobile phone in many innovative ways
which are industry firsts.

Aircel: Leading Player in Providing Overall Mobile Satisfaction

2014 Enters into first-of-its-kind strategic partnership with ASKME to empower SME
segment

2013 Forms strategic partnership with Micromax to drive data growth and ICICI Bank
to launch Mobile Money in India

2012 Forms strategic partnership with Magicon to offer 3G Android smart phones at
smart prices

2010 Receives Best Employer Award at the 4th Employer Branding Awards 2009-10

2009 Receives the honour of Excellence in Marketing of New Telecom Service, by

CMAI INFOCOM

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Tata Docomo is Tata Teleservices Ltd's telecom service on the GSM platform and it has
arisen out of the Tata Group's strategic alliance with Japanese telecom major NTT
DOCOMO in November 2008. DOCOMO is a global leader in the Value Added Services
(VAS) space, both in terms of services and handset designs. Tata Teleservices was
incorporated in 1996 and is the pioneer of the CDMA 1x technology platform in India.
Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd, serves
customers in more than 450,000 towns and villages across India, with a range of
telephony services encompassing mobile services, wireless desktop phones, public
booth telephony and wireline services.
Tata Teleservices has received a license to operate GSM telecom services in 19 of
India's 22 telecom circles and has also been allotted spectrums in 18 telecom circles. Of
these, it has already rolled out services in all the 18 circles that it received spectrum in
from the Government of India.

TATA DOCOMO:Redefining telecom services

2015 Adds 1,000 new 3G sites in Maharashtra

2014 Launches 'Create Your Own Number' Option for Subscribers

2012 Joins hands with Dell to launch Unique Bundled Broadband Programme

2011 Tops 'Quality of Service' survey commissioned by TRAI in MP& CG

2010 Partners with Gemalto and launches first Blackberry smartphone for CDMA subscribers
in India

2009 Enters into strategic partnerships with Microsoft Team, Quippo telecom and signs
Memorandum of Agreement (MoU) with Hirco

2008 Partners with IIT Bombay and DoT

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Reliance Communications Limited was founded in FY 2002-03 by late Shri. Dhirubhai H
Ambani and is the flagship company of the Reliance Anil Dhirubhai Ambani Group.
Reliance Communications, is India's largest private sector information and
communications company, with over 150 million subscribers. It has established a pan-
India, high-capacity, integrated (wireless and wireline), convergent (voice, data and
video) digital network, to offer services spanning the entire info-communication value
chain covering over 7500 towns and 300,000 villages.
Reliance Communications owns and operates the world's largest next generation, IP
enabled connectivity infrastructure, comprising over 150,000 kilometers of fibre optic
cable systems in India, USA, Europe, Middle East and the Asia Pacific region. Presently
its corporate clientele includes about 600 Indian and 250 multinational corporations, and
over 200 global carriers.
Reliance Communications: Leading communications provider in the country

2010 Reliance Communications achieves a landmark of 100 million customers

2009 Signs Strategic Tie-up With Kodiak Networks For Nationwide Roll-out Of Mobile
Conferencing Service and with Swanbaytech , UK to bring ad-funded videos on
Reliance Mobile Phones

2008 Launches GSM service across India

2007 Gets adjudged World’s Top CDMA Operator at the Global CDMA Industry
Achievements Awards Fete.

2005 Wins Frost & Sullivan Market Leadership Award for Video Conferencing services.

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Idea Cellular, an Aditya Birla Group company, is a pan-India integrated GSM operator
offering 2G and 3G services, has its own National Long Distance (NLD) and
International Long Distance (ILD) operations, and Internet Service Provider (ISP)
license. With revenue in excess of US$ 5 billion, market share of nearly 18.2 per cent,
and subscriber base of over 165 million. Idea is India’s third largest mobile operator.
Idea is the sixth largest mobile operator in the world, based on number of subscribers in
single country operations (as per GSMA Intelligence). Idea carries traffic of over 2 billion
minutes a day.
Idea is planning to launch 4G services in early 2016. The company has a well
established network across the length and breadth of the country comprising of over
1,49,196 cell sites covering 7,513 towns and 3,63,580 villages as on the first quarter of
FY 16. Using the latest in technology, Idea provides world-class service delivery through
the most extensive network of customer touch points, comprising of nearly 6,752
exclusive Idea touch points,. Idea’s customer service delivery platform is ISO 9001:2008
certified.

Idea: India’s 3rd largest mobile operator

2015 Launches 3G Services in Delhi on 900 MHz Spectrum

2014 Raises Rs 3,000 crore (US$ 454.1 million) via Qualified institutional placements

2013 Becomes 3rd largest mobile operator in subscriber terms

2012 Becomes a US$ 4 billion company in revenue

2011 Becomes first operator to announce the launch of Mobile Number Portability

2010 Wins 3G Spectrum in 11 service areas in India

2009 Becomes a pan-India operator

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Vodafone India Ltd, headquartered in Mumbai, is the second largest mobile network
operator serving over 150 million customers in India with a presence in all telecom
circles. The company is a member of the Vodafone Group and commenced operations
in 1994 when its predecessor Hutchison Telecom acquired the cellular license for
Mumbai. Vodafone India has firmly established a strong position within the Vodafone
Group too, making it the largest subscriber base globally.
Vodafone Business Solutions serves the requirements of an enterprise. It is a total
communications offering that caters to all their voice and data, wireless and fixed-line
needs. With the advantage of global expertise, experience and the knowledge of local
markets, the business is run through the following verticals – Vodafone Global
Enterprise, SME, National Corporate and Key Accounts.
In line with the government’s objective to improve rural penetration of telephony
services, the company has also worked continuously in the last few years to establish a
strong rural presence. Vodafone has marked a growth of over 21 per cent in its rural
subscriber base in FY 2011–12 to become the second largest rural wireless operator in
the country.

Vodafone: India’s third-largest mobile operator

2013 Unveils its first ‘Retail of tomorrow’ or ‘ROTO’ store in Karnataka

2012 Receives award from tele.net as the best 3G service operator – Telecom
Operator Awards 2012

2011 Ranks No. 1 in overall customer satisfaction – Hindustan Times’ customer

satisfaction National Survey

2010 Launches mobile applications store

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Headquartered in New Delhi, India, Bharti Airtel Ltd is a leading global
telecommunications company with operations in 20 countries across Asia and Africa.
The company ranks amongst the top four mobile service providers, globally, in terms of
number of subscribers. In India, the company's product offerings include 2G, 3G and 4G
wireless services, mobile commerce, fixed line services, high speed DSL broadband,
IPTV, DTH, enterprise services including national and international long distance
services to carriers. In the rest of the geographies, it offers 2G, 3G wireless services
and mobile commerce.
Bharti Airtel: An inspiring success story
2015 Launches 4G mobile services in 296 towns

2014 Buys Loop Assets for US$ 105 million

2013 Airtel signs definitive agreement to fully acquire Warid Uganda

2012 Launched its mobile wallet service -- Airtel Money

2012 Airtel launches Green Data Centre in Mumbai

2009 Bharti Airtel Introduces India’s First Android™ Phone, the HTC Magic for Airtel
Customers

2006 Bharti Airtel and Microsoft enter into a strategic partnership to offer software
and services for small and medium business (SMB) market in India

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Reliance Jio Infocomm Ltd (RJIL) is a part of the well-known Reliance Group and is a
wholly owned subsidiary of Reliance Industries Ltd (RIL). It was previously known as
Infotel Broadband and is a broadband service provider. The company has recently
gained fourth generation (4G) licences for operating across India. It is the first telecom
operator to hold pan-India unified license. This license authorises RJIL to provide all
telecommunication services except global mobile personal communication by satellite
service. RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz (across 22
circles) capable of offering 4G wireless services.

Reliance Jio Infocomm: Providing Fast Broadband Services

May, 2014 Signs agreement with Tower Vision for 8,400 telecom towers

April, 2014 Signs agreement with ATC India for 11,000 telecom towers

March, Signs agreement with Viom Networks for 42,000 telecom towers
2014

2013 Finalises key pacts for rollout of 4G services

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INDUSTRY PROFILE
 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 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

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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.

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.
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.

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 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.

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.

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  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.
 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.
o 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 $4.5
billion as of 2014. BSNL is serving more than 125 million customers across the country
and is catalyst in checking the price point for telecom services.
 Also, with the government intensifying its rural focus, only BSNL can turn into reality the
next wave of rural telecom penetration.
 BSNL is a 100% Central Government entity and employees with BSNL are entitled to get
salaries and perks as decided by Government of India and not by BSNL.
 However both, MTNL and BSNL are plagued by declining revenues coupled with high
costs. BSNL has massive infrastructure, manpower, systems, and 80 per cent of landlines
and 90 per cent of broadband connections in India are operated by it.
 “Vodafone is investing nearly US$ 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.
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 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:->
 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
 COMPANY PROFILE

RELIANCE JIO:-
Formerly called  Infotel Broadband
Services Limited (2009
- 2013)
 Reliance Jio Infocomm
Limited (2013 - 2015)

Type Subsidiary Headquarters

Industry Telecommunications
Headquarters Navi Mumbai, Maharashtra,
India
Key people Sanjay Mashruwalla
(Managing 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 Reliance Industries

Subsidiaries LYF
Website www.jio.com

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Jio also known as Reliance Jio and officially as Reliance Jio Infocomm Limited (RJIL),[is an
upcoming provider of mobile telephony, broadband services, and digital services in India..
Reliance Jio Infocomm Limited (RJIL), a subsidiary of Reliance Industries Limited (RIL), India’s
largest private sector company, is the first telecom operator to hold pan India Unified
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.

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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
 dea 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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RESEARCH METHODOLOGY
 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
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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.
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
&
INTERPRETATION
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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
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.

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SUGGESTIONS
 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.
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.

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BIBLIOGRAPHY
 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 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:
 www.JIO.com
 www.MYLYF.com
 www.google.com
 www.wikipedia.com

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Questionnaire
 Questionnaire
1. Do you have a mobile phone?
a) Yesb)No
2.Are you aware about Reliance JIO?
a)Yes b)No
3. Which operator’s service do you use?
a) Airtel b) Vodafone
c) Idead) 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)Newspaperb)Advertisement
c)Mouth publicity d)Hoardings
6.Since how long you are using Reliance JIO services?
a)Less than one monthb)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

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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
11. If yes, how often you call at customer care?
a)Daily b)Once in week
c)Once in month d)Rarely
12.For what reason do you call customer care?
a)Value added services b) Information regarding new schemes
c)Complaints d)Other queries
13. Are you satisfied with Reliance JIO services?
a)Yes b)No
14.What should be improved in Reliance JIO services?
a)Improve in Network coverage b) Remove calling congestion
c)Upgrade in Android version d)Others
15. Would you like to recommend others?
a)Yes b)No

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