A Study on CONSUMER BEHAVIOUR TOWARDS

RELIANCEJIO

Project Report submitted in partial fulfillment

for the award of degree of
Bachelor of Business Administration

BY
V.SATISH KUMAR REDDY
(REG.NO155011128)

Under the Guidance

Of
Mrs.ASHA PARVEEN
Gold Medalist in Applied Economics
Faculty member
Department of Economics & Management Studies

St. JOSEPH'S DEGREE COLLEGE

Sunkesula Road, Kurnool
(Affiliated to Rayalseema University)
2017-2018

Page-1
 ST.JOSEPH'S DEGREE COLEGE

CERTIFICATE

This is to certify that the bonafide project work entitled " A

Study on CONSUMER BEHAVIOUR TOWARDS RELIANCE JIO"
carried out by V.SATISH KUMAR REEDY Registered No: 155011128
year 2017-18 in partial fulfillment for the award of Degree of Bachelor
of Business Administration.

Principal:

Examiner: Project guide

Mrs. ASHA PARVEEN

Page-2
 PROJECT GUIDE CERTIFICATE

V.SATISH KUMAR REDDY, final year B.B.A. Student of

St.Joseph's Degree College, Kurnool in partial fulfillment
for the award of BACHELOR OF BUSINESS
ADMINISTRATION has done, this project entitled "A STUDY
ON CONSUMER BEHAVIOUR TOWARDS RELIANCEJIO"
under my guidance. All details collected and furnished by
him are true and original to my knowledge.

Place: KURNOOL

Date: /10/2017

Mrs. ASHA PARVEEN

(Department of Economics & Management Studies)

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 DECLARATION

I here by declare that this project titled“A

Study On CONSUMER BEHAVIOUR TOWARDS RELIANCEJIO”is
a genuine work done by me, for the fulfillment of
the award of the degree, "Bachelor of Business
Administration"

I further declare that this project is the

result of my own effort.

Place: kurnool

Date: /10/2017

V.SATISH KUMAR REDDY

(B.B.A)

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 ACKNOLEDEGEMENT

I Express my heartful and sincere gratitude to,

Ms.Y.Showrilu Reddy garu Principal, St. Joseph's Degree College,
Kurnool for the excellent inspiration provided.

I Express my spontaneous gratitude to my guide

Mrs.AshaParveen, Lecturer in Economics and Management Studies for
her spontaneous motivation and support.

And I also thank all the Commerce and

Management department lecturers for their valuable suggestions and
continuous encouragement.

V.SATISH KUMAR REDDY

(B.B.A)

Page-5
 CONTENTS

Page
S.No Chapter
no

1 Chapter 1:
Section A: Introduction
SectionB:Industryprofile
9-30
section C: Company Profile
section D: Product Profile
2 Chapter 2 :
Section A :Objectives of the study
31-38
Section B :Research Methodology
Section C :Limitations
3 Chapter 3 :
Consumer Behavior 39-41

4 Chapter 4 :
Data Analysis and Interpretation 42-62

Chapter 5:
Section A :Findings
63-65
Section B :Suggestions
6 Chapter 6 :
Section A :Questionnaire 66-72
Section B :Bibliography

Page-6
 List of tables

s. no Particulars Page no

Table showing the respondents using different

4.1 43
telecom operators

Table showing the average monthly expenditure

4.2 of the respondents on mobile recharge 45

Table showing the sources of awareness about

4.3 47
Reliance Jio

Table showing the duration of the respondents

4.4 using Reliance Jio 49

Table showing the most liked feature in Reliance

4.5 Jio 51

Table showing reasons of the respondents for

4.6 choosing Reliance Jio 53

Table showing the frequency of the respondents

4.7 contacting customer care of Jio 55

Table showing the ratings of the respondents on

Reliance Jio
4.8 57

Table showing the improvements suggested by

4.9 the respondents about Jio 59

Table showing the respondents who shifted to Jio

from other telecom operators
4.10 61

Page-7
 List of Graphs

s. no Particulars Page no
Graph showing the respondents using different
4.1 44
telecom operators
Graph showing the average monthly expenditure
4.2 of respondents on mobile recharge 46

Graph showing the sources of awareness about

4.3 48
Reliance Jio

Graph showing the duration of the respondents

4.4 using Reliance Jio 50

Graph showing the most liked feature in Reliance

4.5 Jio 52

Graph showing reasons of the respondents for

4.6 choosing Reliance Jio 54

Graph showing the frequency of the respondents

4.7 contacting customer care of Jio 56

Graph showing the ratings of the respondents on

Reliance Jio
4.8 58

Graph showing the improvements suggested by

4.9 the respondents about Jio 60

Table showing the respondents who shifted to Jio

from other telecom operators
4.10 62

Page-8
CHAPTER – 1

Section A –introduction

Section B – Industry profile

Section C – Company profile

Section D – Product profile

Page-9
 Section – A

INTRODUCTION

Page-10
Introduction

After the globalization of Indian 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, came 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 moreand 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).Reliance Industries is reconfiguring to meet the growing demand for mobile
services.

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Reliance Industries wants todifferentiate mobile services from it’s competitors through
ongoing investment in technology, distribution and customer services, providing both a
great customer experience and competitive value. The company is updating retail
footprint to a new RelianceJIO concept delivering a differentiated customer experience.
Extensive trials of the new concept store across all markets have shown significant
increases in both sales and customer satisfaction. This new concept will be rolled out
globally over the next upcoming years.

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 Section – B

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 exceeded 50 million
in 2010 and crossed 300 million in 2016, according to Cellular Operators
Association of India (COAI).

According to recent strategic research by Frost & Sullivan, Indian Cellular Services
Market, the 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 orless. This increased subscribership.
Mobile Services are growing at an extremely fast pace and so is the competition between
the mobile service providers.

With the presence of a number of mobile telephone service 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.

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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.

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.

Indian mobile telephone 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.

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 fulfill 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 Depatment of Telecom,

Page-15
The functions allotted to the TRAI included:

 To recommend the need and timing for introduction of new service provider
 To protect the interest of customers of telecom services
 To settle disputes between service providers
 To recommend the terms and conditions of license to a service provider.
 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.

The Dominant Players in the Industry and their Market share

 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

Page-16
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

2001-Signs first NLDO License in India

Page-17
Vodafone group is a mobile communication company which provides service to mobile
voice, messaging, data and fixed line. The company money transfer service Mpesa
enables people in emerging markets, to send and receive money through a mobile
phone.Vodafone India Limited, formerly Vodafone Essar Limited, is the second
largest mobile network operator in India after Airtel by subscriber base. It is
headquartered in Mumbai, Maharashtra. It has approximately 173 million customers as
of September 2014. It offers both Prepaid and Post-paid GSM cellular phone coverage
throughout India with good presence in the metros.

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.

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 2011–12 to become the second largest rural wireless operator in the
country.

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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 launched 4G services in 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.

India’s 3rd largest mobile operator

2015-Launches 3G Services in Delhi on 900 MHz Spectrum

2014-RaisesRs 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

Page-19
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
subscribersin 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
 2007-Ties up with Opera Software to offer web access in all regional languages

Page-20
 Section - C

COMPANY PROFILE

Page-21
 Company Profile – RELIANCE JIO

Formerlycalled-Infotel Broadband ServicesLimited(2009-13)

-RelianceJioInfocomm Limited (2013 - 15)

 Type-Subsidiary
 Industry-Telecommunications
 Headquarters-Navi, Mumbai, Maharashtra, India
 Key people-
 Sanjay Mashruwalla (Managing Director)
 Jyotindra Thacker (Head of IT)
 AkashAmbani (Chief of Strategy)
 Products-
o Mobile telephony,
o broadband,
o Wifi,Router and
o 4G Data services
o Jio apps

 Parent-Reliance Industries
 Subsidiaries-LYF
 Website-www.Jio.com

Page-22
Jio also known as Reliance Jio and officially as RelianceJioInfocomm Limited (RJIL),[is
an upcoming provider of mobile telephony, broadband services, and digital services in
India..

RelianceJioInfocomm 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.

RelianceJio 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.

Page-23
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
rooftop-mounted 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 services were beta launched to Jio's partners and employees on 27 December 2015
on the eve of 83rd birth anniversary of lateDhirubhai Ambani, founder of Reliance
Industries.

Mr. AkashAmbani is being launched in business as a chief of strategy in RelianceJIO,

involved in day to day operations in business or Ms. IshaAmbani is involved in branding
and marketing. And the key people are Sanjay Mashruwalla (Managing Director),
Jyotindra Tacker (Head of IT).

Page-24
Reliance Industries Chairman MukeshAmbani 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 fulfill their

aspirations.RelianceJIO 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
could cover 90 percent. And by 2018, all of India would be covered by this digital
infrastructure,

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 RelianceJioInfocomm Limited (RJIL) in January 2013.

Page-25
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:RelianceJioInfocomm 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.

Page-26
 Section - D
PRODUCT PROFILE

Page-27
 PRODUCT PROFILE

PRODUCTS AND SERVICES

 Reliance Jio 4G broadband:-

The company has launched its 4G broadband services in India in the first quarter of 2016
financial year. it was dated to release in December 2015 but has to receive final permits
from the government .Mukesh Ambani, owner of Reliance Industries Limited said
Reliance Jio is the Telecom subsidiary of Reliance and has unveiled details of Jio 4th
generation (4G) services on 12 June 2015 at the 41st Annual General Meeting .It offers
data and voice services with peripheral services like instant messaging, TV, movies on
demand, news, streaming music, and digital payments platform.

The company has a network of more than 250,000 kilometer of fibre optic cables in the
country, over which it will be partnering with local cable operators to get broader
connectivity for its broadband services . Wickets multi service operator (MSO) license,
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 1800 MHz bands in 10 and 6 circles, respectively
Karma of the total 22 circles in the country, and also wants Pan India licenses 2300 MHz
spectrum . The spectrum is valid till 2035. Ahead of its Digital Services lawns, Mukesh
Ambani-led Reliance Jio entered into a spectrum sharing deal with younger brother Anil
Ambani-backed Reliance Communications the steering wheel is for 800 MHz band
across 7 circles other than the 10 circles for which Jio already owns. Reliance JioSrijan
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.

Page-28
The initiatives are truly a line with the Government of India's 'digital India vision' for
our nation.

1. Digital Healthcare

2. Portable devices

3. Jio drive

4. Digital Education

5. Digital currency

6 digital entertainment and social connectivity

 LYF smart phones

In June 2015, Jio tied up with domestic handset maker Intex to supply four G handset
enabled with voice over LTE (volte) feature. Through this at plans to offer 4G voice
calling besides rolling out high speed Internet services using a fibre network, in addition
to the 4G wireless network.. In October 2015, Jio announced that it would be launching
its own mobile handset brand named LYF.

On 25 January 2016, the company launched its LYF smartphone series starting with the
water 1, through its chain of electronic retail outlets, Reliance Retail. 3 more handset
models have been released so far, namely Water series, Earth series and Flame series.
Prior to its Pan India launch of 4 GB data and telephone services, has started providing
free Wi-Fi Hotspot services in cities throughout India including Ahmadabad and Surat in
Gujarat, Indore, Jabalpur, endeavors and Ujjain in Madhya Pradesh, selected locations of
Mumbai in Maharashtra, Kolkata in West Bengal, Lucknow Uttar Pradesh,
Bhubaneswar in Odisha, Mussoorie in Uttarakhand, Collectorate office in Meerut, and at
MG road in Vijayawada among others.

In March 2016, Jio started providing free Wi-Fi Internet to spectators at 6 cricket
stadiums hosting the 2016 ICC World Twenty20 matches. Jionet was made available in

Page-29
Wankhade Stadium (Mumbai), Punjab Cricket Association is Bindra stadium (Mohali),
Himachal Pradesh Cricket Association Stadium (Dharamsala), Chinnaswamy Stadium
(Bengaluru), Feroz Shah Kotla (Delhi), and Eden Gardens (Kolkata) in India.

Jio apps

In May 2016, Jio launched a bundle of multimedia apps on Google Play as a part of its
upcoming 4G services. Wild 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:

 My Jio - manage your account and Digital Services associated with it.
 Jio play- Live TV channel service.
 Jio on demand - an online HD video library.
 Jio chat messenger- and instant messaging app.
 Jio Beats- music player .
 Jio join- a volte phone simulator.
 Jio Mags -e reader for magazines.
 Jio money wallet- an online payments or wallet app.

Jio WiFi router - Jio preview offer for HP laptops

 3 months free unlimited 4 g Internet (connected with 31 devices).

 3 months free unlimited calling at any network.
 3 months free unlimited SMS.
 Lifetime roaming free all India registration in email is compulsory.

Jio preview offer (JPO)

 3 months free unlimited 4G Internet in LYF Smart phones and all other 4G smart
phones.( Samsung, Micromax, Karbon, Lava, HTC, Gionee etc.).
 3 months free unlimited calling (any network).
 3 months free unlimited SMS.
 Lifetime roaming free (all over India).

Page-30
Chapter –2 :

Section A –Objectives

Section B – Research Methodology

Section C – Limitations

Page-31
Section – A
OBJECTIVES

Page-32
 Objectives of the study

The specific objectives of the study are:

1. To analyse the competition of telecom industry in modern era.

2. To find out the average monthly expenditure of users on mobile recharge.

3. To find out the media through which the customers have known about Jio.

4. To identify the reasons of consumers for choosing Reliance Jio.

5. To study the market potential and penetration of Reliance Jio products in Kurnool

City.

6. To identify the benefits of Jio.

7. To study the behaviour and satisfaction of consumers toward JIO network.

8. To analyse the effect of JIO network on other competitors.

Page-33
 Section – B
Research Methodology

Page-34
 Research methodology

Research refers to search for knowledge. It is an art of the scientific investigation. And
research comprises definite problem. The method to be followed to proceed with
research is called research methodology.

"Research is the systematic gathering, recording and analyzing of data

about problems relating to the goods and services ".

"To collect the information marketing research is to be done".

“To manage the business well is to manage its future and to manage the future is to
manage information ".

Still managed research methodology refers to the various methods and

techniques involved in the process of research. The information required for the
preparation of the report is collected through two sources:

Data Sources:

1. Primary Data

2. Secondary Data

In the survey being conducted both primary and secondary sources of data
have been used in the collection of relevant information.

Primary Data:

The data collected for a purpose for a particular problem in original is known as
Primary Data. It consists of all the answers in first hand.

Page-35
 It is the first hand information collected by the researcher through questionnaires,
observation and interview which forms a major part. Questionnaire is used as a tone for
the systematic collection of relevant information.

The data which is collected for the first time and is to be original in character is call
primary data.

The respondents will be contacted personally to collect the reviews, opinions and
suggestions.

Secondary Data: It is the data collected from already existing data like company
website, company profile, company catalogue reports on company history and
manufacturing bite, research that of others, researchers reference tools etc.

Meaning of sample:

A group of people or things that is chosen out of a layer number and is asked questions
or tested in order to get information about the layer group.

Meaning of sample size:

The sample size of a survey most typically refers to the number of units that were
chosen from which data were gathered.

Sampling units: Students, Business people, Professionals, Common people etc

Sampling size: 100

Sampling procedure: Random Sampling

Declaration

I selected this descriptive resource which includes survey facts finding and
enquiries. The method used for present study is survey method. I had selected from field
service by the personal interviews with customers, primary data is collected with the
help of questionnaires for analysis.

Page-36
 Section - C
LIMITATIONS

Page-37
 Limitations of the study

1. Time factor was the main limitation.

2. The research was limited only to the Kurnool city.

3. The sample taken for research was concerned only for 100 Customers rather than

millions of customersscattered around the world.

4. Since the project has to be completed within a short period of time the information

collected could be biased.

5 The study is based on the response of the respondents and is doubted that they are

honest in the response.

6. The methods used in this projects are random sampling methods and the result

obtained may not be fully accurate and believable.

7. Some customers are not interested to give the accurate information about the product.

8. This study is based on the figures available and the information given by the

customers.

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.

Chapter – 3:

consumer behaviour

Page-39
 CONSUMER BEHAVIOUR

Consumer orientations stem from the company’s adoption and implementation of the
marketing concept a philosophy of every business unit, which has triple implications
namely:

1. The victory of any business resets on consumer who are willing to accept and pay
for the products or services.

2. The firm must be aware of what the market wants well in advance of production.

3. Consumer wants must be monitored continuously for assured success over

competitors.

The consumers are the arbiters of fortune in business in highly competitive economic
system, the success, survival and growth of firm warrants accurate knowledge about the
consumer behaviour how, why, where, what, they buy? Understanding consumer is the
crucial task of every marketing manager.

DEFINITION:

Professor C.G.Walter and professor G.W.Paul says that “it is the process whereby
individuals decide whether, what, when, how from whom to purchase goods and
services.”

STEP IN CONSUMER BUYING PROCESS

The following are 5 steps generally while buying a product.

1. NEED RECOGNITION

Need recognition is the awareness of the want or a desire or a consumption

problem without the satisfaction feels restless and tension charged.

Page-40
2. INFORMATION SEARCH

Consumer interest is indicated in the consumer’s willingness to seek further

information about the produced or service. Since there are varieties of products and he
seeks to have maximum satisfaction, he searches relevant information.

3. EVALUATION AND INTENTION

The evolution stage is the mental trial of product or a service.

4. PURCHASE DECISION

Decision to produce implies consumer commitment for a product or a service.

Practically it is the last stage in the buying process because, it completes the exchange
process.

5. POST PURCHASE BEHAVIOUR

The post purchase experience may be a set of positive or negative feelings.

Positive feeling or satisfaction will results in repeat sales or at least recommending the
product or services to others; on the hands, dissatisfaction or negative feeling creating
anxiety and doubts.

Page-41
Chapter – 4 :

DATA ANALYSIS
&
INTERPRETATION

Page-42
 Table no: 4.1
Table showing the respondents using different telecom operators

Name of the Operator No. Of Respondents % of Respondents

Airtel 30 30%

Idea 15 15%

Jio 40 40%

others 15 15%

Total 100 100%

SOURCE: Questionnaire

Interpretation:
From the data collected, it is clear that

30 % of the respondents were using Airtel

15% of the respondents were using idea

40% of the respondents were using Jio

15% of the respondents were using other operators

Page-43
 Graph no: 4.1
Graph showing the respondents using different telecom operators

100

90

80

70

60

50

40
40
30
30
20

10 15 15

0
airtel idea jio other operators

SOURCE: Questionnaire

Page-44
 Table no: 4.2
Table showing the average monthly expenditure of respondents on
mobile recharge

Monthly expenditure No. Of Respondents % of Respondents

Rs100-Rs200 12 12%

Rs 200-Rs300 24 24%

Rs300-Rs400 46 46%

Above Rs500 18 18%

Total 100 100%

SOURCE: Questionnaire

Interpretation:
From the Above table it is clear that

12% of the respondents were spending between Rs100-200

24% of the respondents were spending between Rs200-300

46% of the respondents were spending between Rs300-400

18% of the respondents were spending above Rs500

Page-45
 Graph no: 4.2
Graph showing average monthly expenditureof respondents on
mobile recharge

50

45

40

35

30

25
46
20

15
24
10 18
5 12

0
Rs100-Rs200 Rs 200-Rs300 Rs300-Rs400 Above Rs500

SOURCE: Questionnaire

Page-46
 Table no: 4.3
Table showing the sources of awareness about Reliance Jio

Name of the source No. Of Respondents % of Respondents

Newspaper 28 28%

T.V 46 46%

Hoardings 16 16%

Friends & relatives 10 10%

total 100 100%

SOURCE: Questionnaire

Interpretation:
From the above table it is clear that

28% of the respondents were aware through newspaper

46% of the respondents were aware through T.V

16% of the respondents were aware throughhoardings

16% of the respondents were aware through friends & relatives

Page-47
 Graph no: 4.3
Graph showing sources of awareness about Reliance Jio

50 46

45
40
35
28
30
25
16
20
15 10

10
5
0
Newspaper T.V Hoardings Friends & relatives

SOURCE: Questionnaire

Page-48
 Table no: 4.4

Table showing the duration of respondents using Reliance Jio

Duration No. Of Respondents % of Respondents

Less Than One Month 28 28%

2 to 3 months 10 10%

3 to 4 months 18 18%

More than 5 months 44 44%

total 100 100%

SOURCE: Questionnaire

Interpretation:
From the above table it is clear that

28% of the respondents were using Jio from less than 1 month

10% of the respondents were using Jio from 2 to 3 months

18% of the respondents were using Jio from 3 to 4 months

44% of the respondents were using Jio from More than 5 months

Page-49
 Graph no: 4.4

Graph showing the duration of respondents using Reliance Jio

More than 5 months 44

3 to 4 months 18

2 to 3 months 10

Less Than One Month 28

0 5 10 15 20 25 30 35 40 45 50

SOURCE : Questionnaire

Page-50
 Table no: 4.5

Table showing themost liked features in Reliance Jio

feature No. Of Respondents % of Respondent

Data Services 64 64%

Call Rates 18 18%

Network Coverage 8 8%

Value Added Services 10 10%

Total 100 100%

SOURCE : Questionnaire

Interpretation:
From the above it is clear that

18% of the respondents liked data services

64% of the respondents liked call rates

8% of the respondents liked network coverage

10% of the respondents liked value added services

Page-51
 Graph no: 4.5

Graph showing the most liked features in Reliance Jio

70
64

60

50

40

30

20 18

10
10 8

0
Data Services Call Rates Network Coverage Value Added Services

SOURCE: Questionnaire

Page-52
 Table no: 4.6

Table showing reasons of respondents for choosing Reliance Jio

Factors No. Of Respondents % of Respondents

Unlimited Calling 30 30%

Unlimited Data Services 38 38%

Unlimited SMS Services 12 12%

All services 20 20%

Total 100 100%

SOURCE: Questionnaire

Interpretation:
From the above table it is clear

30% of the respondents have chosen Jio for Unlimited Calling

38% of the respondents have chosen Jio for Unlimited Data Services

12% of the respondents have chosen Jio for Unlimited SMS Services

20% of the respondents have chosen Jio for all the services

Page-53
 Graph no: 4.6

Graph showing reasons of respondents for choosing Reliance Jio

All services,
20
Unlimited
Calling , 30

Unlimited
SMS Services,
12

Unlimited
Data Services
, 38

SOURCE : Questionnaire

Page-54
 Table no: 4.7

Table showing the frequency of the respondents contacting customer care

of Reliance Jio

frequency No. Of Respondents % of Respondents

Daily 16 16%

Once In A Week 24 24%

Once In A month 34 34%

Rarely 26 26%

Total 100 100%

SOURCE: Questionnaire

Interpretation:
From the above table it is clear that

16% of the respondents were contacting customer care daily

24% of the respondents were contacting customer care Once In A Week

34% of the respondents were contacting customer care Once In A month

26% of the respondents were contacting customer care Once In A month

Page-55
 Graph no: 4.7

Graph showing the frequency of the respondents contacting customer

care of Reliance Jio

frequency
40
34
35

30
26
24
25

20
16 frequency
15

10

0
daily Once In A Week Once In A month rarely

SOURCE: Questionnaire

Page-56
 Table no: 4.8

Table showing the ratings of respondents on Reliance Jio

rating No. Of Respondents % of Respondents

Excellent 46 46%

Good 34 34%

Average 14 14%

poor 6 6%

Total 100 100%

SOURCE: Questionnaire

Interpretation:
From the above it is clear that

36% of the respondents were said Excellent.

24% of the respondents were said Good.

24% 24of the respondents were said Average.

16% of the respondents were said Average.

Page-57
 Graph no: 4.8

Graph showingthe ratings of respondents on Reliance Jio

100

90

80

70

60

50

40

30
46
20 34
24
10
6
0
Excellent Good Average poor

SOURCE: Questionnaire

Page-58
 Table no: 4.9

Table showing the improvements suggested by the respondents about Jio

improvements No. of Respondents % of Respondents

Improvement in Network 36 36%

Coverage
Remove Calling Congestion 14 14%

Up gradation To 5g Services 24 24%

others 26 26%

Total 100 100%

SOURCE: Questionnaire

Interpretation:

From the above table it is clear that

36% of the respondents suggested for Improvement in Network Coverage

14% of the respondents suggested for Removing Calling Congestion

24% of the respondents suggested for up gradation to 5G

26% of the respondents suggested for other improvements

Page-59
 Graph no: 4.9

Graph showing the improvements suggested by the respondents about jio

100

90

80

70

60

50

40 36

30 24 26

20 14

10

0
Improvement in Remove Calling Upgradation To 5g others
Network Coverage Congestion Services

SOURCE: Questionnaire

Page-60
 Table no: 4.10

Table showing the respondents who shifted to Jio from

other telecom operators

Name of the operator No. of Respondents % of Respondents

Airtel 46 46%

Vodafone 22 22%

Idea 22 22%

Docomo 6 6%

Telenor 4 4%

Total 100 100%

SOURCE: Questionnaire

Interpretation:
From the above table it is clear that

46% of the respondents shifted from Airtel

22% of the respondents shifted from Vodafone

22% of the respondents shifted from Idea

6% of the respondents shifted from Docomo

4% of the respondents shifted from Telenor

Page-61
 Graph no: 4.10

Graph showing respondents who shifted to Jio from other

telecom operators

Telenor
4

Docomo
6

Idea
22

Vodafone
22

Airtel
46

0 5 10 15 20 25 30 35 40 45 50

SOURCE: Questionnaire

Page-62
Chapter – 5 :

Section A – Findings
Sections B - Suggestions

Page-63
 FINDINGS

1. Majority of the respondents were using Reliance Jio (40%).

2. 45% of the respondents spend an average of Rs300 - Rs 400 on mobile recharge.

3. Majority of the respondents came to know about Reliance Jio through television.

4. Most of the persons are using Reliance Jio for more than 5 months.

5. 64% of the respondents liked the data services in Reliance Jio.

6. Major portion of respondents have chosen Jio because of unlimited data services.

7. 38% of the people are contacting customer care once in a month.

8. 46% of the respondents had rated Jio as excellent.

9. Most of the respondents recommended for improvement in network coverage.

10.Majority of the respondents were shifted from Airtel.

Page-64
 SUGGESTIONS

1. Introduce new plans below Rs100/- per month.

2. Up gradation to 5G Services.

3. Proper quality in call connectivity.

4. Maintain good relations with customers through customer care.

5. Introduce postpaid plans in Reliance Jio.

6. Improvement in network coverage.

7. Introduce plans for unlimited international calls.

Page-65
Chapter – 6: ANNEXURE

Section A – questionnaire
Section B – Bibliography

Page-66
 Section – A

QUESTIONNAIRE

Page-67
 Questionnaire

HELLO,
Iam V. Satish Kumar Reddy studying Final BBA in St. Joseph’s Degree college
doing project on CONSUMER BEHAVIOUR TOWARDSRELIANCEJIO.I
request you to give your valuable opinion by filling this questionnaire

NAME :

AGE :

GENDER :

OCCUPATION :

1) Do you have a smart phone?

A) Yes B) No

2) Do you know about Reliance Jio?

A) Yes B)No

3)Which operator’s service do you use?

A)Airtel B)Idea C)Jio D)Vodafone

4)What is your average monthly expenditure on mobile recharge?

A) Rs100-Rs200 B)Rs 200-Rs300 C)Rs300-400 D)Above Rs 500

5) How did you come to know about Reliance Jio services?

A) Newspaper B) Advertisement

C) Hoardings D) Friends and Relatives

Page-68
6) Since how long are you using Reliance Jio sevices?

A) Less Than One Month B) 2-3 Months

C) 3-4months D) more than 4 months

7)Which feature you like the most in Reliance Jio?

A) Data Services B)Call Rates

C) Network Coverage D) Value Added Services

8) Why do you choose this service provider?

A) Unlimited Calling B) Unlimited Data Services

C) Unlimited SMS Services D) All Services

9)Do you call at customer care?

A) Yes B) No

10) If yes, how often you call customer care?

A) Daily B) Once In A Week

C) Once In A month D) Rarely

11) For what reason you call customer care?

A) ValueAdded Services B) Regarding New Schemes

C) Complaints D) Other Queries

12) How Do You Rate Jio services?

A) Excellent B) Good

C) Average D) Poor

13) What should be improved in Reliance Jio services?

A) Improve Network Coverage B) Remove Calling Congestion

C) Up gradation To 5g Services D) others

Page-69
14) Are you aware of MNP (mobile number portability)?

A) Yes B) No

15) If yes, from which telecom operator you changed to Jio?

A) Airtel B) Vodafone C)Idea D)DocomoE)Telenor

16) Any
Suggestions_____________________________________________________________
_______________________________________________________________________
__________ .

Page-70
 Section – B

BIBLIOGRAPHY

Page-71
 BIBLIOGRAPHY
In this project while finalizing and for analyzing quality problem in details the following
books and web sites have been referred.

Books Consulted:

 Research Methodology - Kothari

 Business Statistics - S.P.Gupta

Website consulted :

 www.Jio.com
 www.Google.com
 www.wekipedia.com
 www.academia.com
 www.slideshare.net

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