SUMMER TRAINING PROJECT REPORT

ON

CUSTOMER SATISFACTION
TOWARDS RELINACE JIO SERVICES
BATCH :( 2016-2018)
Submitted in partial fulfillment of the degree of

MASTER OF BUSINESS ADMINISTRATION

Dr A.P.J. ABDUL KALAM UNIVERSITY, LUCKNOW

UNDER THE GUIDANCE: SUBMITTED BY

MR. SAURABH SAXENA MONA SAPRA

LOTUS INSTITUTE OF
MANAGEMENT, BAREILLY
1
 ACKNOWLEDGEMENT

The successful completion of that task would not be completed without the
expression of gratitude to the people who made it possible. I take this
opportunity to acknowledge all those who guided, encouraged and helped me in
winding up this Summer training project report .

I feel greatly honored for having done my Summer training project report. I thank
them with full zeal and enthusiasm that they gave this big opportunity to me.

Last but not the least; I would like to extend my deep sense of gratitude and
thanks to my Parents, Friends and God in successful completion of this Summer
training project report.

MONA SAPRA

MBA III SEM

2
 DECLARATION

I, MONA, a student of LOTUS INSTITUTE OF MANAGEMENT, BAREILLY hereby

declare that this Summer training project report is the record of authentic work
carried out by me during the academic year 2017 and has not been submitted to any
other university or institute towards the awards of any degree .An attempt has been
made by me to provide all relevant and important details regarding the topic to support
the theoretical advice with concrete research evidence. This will be helpful to clean the
fog surrounding the various aspect of the topic. I hope that this project will beneficial.

MONA SAPRA

MBA III SEM

3
 TABLE OF CONTENTS

CHAPTERS PAGE NO.

1. INTRODUCTION 7-18

2. ORGANIZATION STRUCTURE 19-23

3. PRODUCTS AND SERVICES OF RELIANCE JIO 24-27

4. CORPORATE OFFICE 28-33

5. CUSTOMER SATISFACTION 34-41

6. OBJECTIVE OF STUDY 42-43

7. RESEARCH METHEDOLOGY 44-46

8. COMPETITION ANALYSIS 47-51

9. DATA ANALYSIS AND INTERPRETATION 52-69

10. FINDINGS 70-73

11. RECOMMENDATIONS 74-78

12. LIMITATIONS 79-81

13. BIBLIOGRAPHY 82-83

14. ANNEXURE 84-88

4
INTRODUCTION

5
 INTRODUCTION

Industry Overview- Telecom Industry

India is currently the worlds second-largest telecommunications market and has

registered strong growth in the past decade and half. The Indian mobile economy

is growing rapidly and will contribute substantially to Indias gross domestic

product (GDP), according to report prepared by Global System for Mobile

Association (GSMA) in collaboration with the Boston Consulting Group (BCG).

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.

6
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.

Industry Analysis:

Indian Telecom Industry has revolutionized over past decades. Since 1850 electric

telegraph started for the first time in India between Calcutta (Kolkata) and

Diamond Harbor (Southern Suburbs of Kolkata). Then from 1920 telecom sector

was drastically changed from cable wired telegraph to wireless telegraph, radio

telegraph, radio telephone, trunk dialing (system allowed users to dial calls with

operator assistance). After a decade this scenario changed to digital microwave,

optical fiber, satellite earth station, and all major cities and town were linked to

telephone. Earlier in 1975 DoT (Department of Telecom) was responsible for

telephone services in India. In 1990s telecom was opened for private sector as

well and then in 1995 TRAI (Telephone Regulatory Authority of India) was setup

which reduced government intervention in case of tariffs and policy making. In

2000 government corporatized DoT and renamed it as BSNL (Bharat Sanchar

Nigam Limited). After this for next 10 years many private telecom operators came
7
in Indian telecom sector- Telenor, Docomo, Vodafone, Sistema, Sing Tel, etc.

invested in Indian as mobile operators. If we look for wireless communication in

1995, pager was looked as device offering much mobility in communication, were

Motorola was the big player with approx. 80% market share and other

companies- Usha Martin Telecom, Mobilink, Pagelink,etc.

8
Telecom subscriber base expands substantially-

India is currently the second-largest telecommunication market and has the

third highest number of internet users in the world.

Between FY 07-16 Indias telephone subscriber base expanded at a

Compound Annual Growth Rate (CAGR) of 19.5 per cent to 1,022.61 million

and tele-density to 80.98

In September 2015, total telephone subscription stood at 1,022.61 million,

while tele-density was at 80.98 percent.

Wireless segment dominates the market-

Indias telephone subscriber base reached 1,022.61 million in September,

2015

The wireless segment 97.46 % of total telephone subscriptions dominates

the market, while the wire-line segment accounts for the rest.

Urban regions account for 58.58 % of telecom subscriptions, while rural

areas constitute the remaining.

9
Market Size

Driven by strong adoption of data consumption on handheld devices, the total

mobile services market revenue in India is expected to touch US$ 37 billion in

2017, registering a Compound Annual Growth Rate (CAGR) of 5.2 % between 2014

and 2017, according to research firm IDC.

According to a study by GSMA, smartphones are expected to account for two out

of every three mobile connections globally by 2020 making India the fourth

largest smartphone market. The broadband services user-base in India is expected

to grow to 250 million connections by 2017, according to GSMA. International

Data Corporation (IDC) predicts India to overtake US as the second-largest

smartphone market globally by 2017 and to maintain high growth rate over the

next few years as people switch to smartphones and gradually upgrade to 4G.

10
In spite of only 5 % increase in mobile connections in 2015, overall expenditure on

mobile services in India is expected to increase to US $ 21.4 billion in 2015, led by

15 % growth in data services expenditure, as per research firm Gartner. 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

governments efforts to increase penetration in rural areas and the rapid increase

in smartphone sales and rising internet usage.

Digitalization in India

By: IANS | Published: December 11, 2015 4:49 PM

The Indian economy, which is currently 50 percent digitized, is expected to reach

100 percent by 2020, a top official said on Thursday,

The digital transformation is being fueled by rapid innovation in the technology

space, said National Cyber Security Coordinator GulshanRai at the 3rd edition of

the National CIO Summit organized by Confederation of Indian Industry.

On the flip side, this transformation makes any country vulnerable to cyber

threats, he said. India ranks amongst the five top most countries for malware

penetration and security breaches.

11
Mobility, social networking, customer centricity and optimization of supply chain

are four key forces driving the digital transformation, said KPMG director

ArnabMitra.

Organizations need to build capabilities to walk through this transformation, he

said, adding successful digital transformation depend on degree of simplicity from

adoption perspective, the risks identified and a proper mitigation plan needs to

be in place.

Government Initiatives in Telecom Industry

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 Telecom Regulatory Authority of India (TRAI) has directed the telecom

companies or mobile operators to compensate the consumers in the event

of dropped calls with a view to reduce the increasing number of dropped

calls.

With a view to encourage consolidation in the telecom sector, the

Government of India has approved the rules for spectrum trading that will

allow telecom companies to buy and sell rights to unused spectrum among
12
 themselves. The Union Cabinet chaired by the Prime Minister, Mr

NarendraModi, gave its approval to the guidelines on spectrum sharing,

aimed to improve spectral efficiency and quality of service, based on the

recommendations of the Telecom Regulatory Authority of India (TRAI).

The Central Governments several initiatives to promote manufacturing in

the country, such as Make in India campaign appears to have had a

positive impact on mobile handsets manufacturing in the country.

Companies like Samsung, Micromax and Spice had been assembling

handsets in the country already. Xiaomi and Motorola, along with Lenovo

have also started assembly of smartphones in India. Firms like HTC, Asus

and Gionee too have shown interest in setting up a manufacturing base in

the country.

The Government of India plans to roll out free high-speed WiFi in 2,500

cities and towns across the country over the next three years. The program

entails an investment of up to Rs 7,000 crore (US$ 1.06 billion) and will be

implemented by state-owned Bharat Sanchar Nigam Ltd (BSNL).

13
Introduction:

RIL

Reliance is Indias largest private sector company on key financial parameters. It is

a significant global player in integrated energy value chain, has a growing

presence in retail industry and digital services in India. RIL is built on strong

values, incorporates the culture of safety, integrity and commitment.

RIL is dedicated to its vision of partnering Indias economic growth and social

wellbeing. RIL attempts to be a product and service leader across its industries

and a perfect workplace and above all to create long term value for its

stakeholders and the society. It is into following business-

Refining and Marketing- Petroleum refining

Petrochemicals- Polyester, Polymers, Fiber Intermediates, Elastomers

and Chemicals

Oil and Gas- Exploration and Production of Oil & Gas

Retail- Pan India footprint in organized retail

JIO Infocomm- Digital Services

Media and Entertainment- Broadcasting and Digital properties

14
Inspiring People-

RIL inspires its people to pursue goals in the face of challenges, and convert those

challenges into opportunities. RIL believes in creating a competency framework.

This enables it to institutionalize the spirit of entrepreneurship and develop an

ecosystem of collective ownership. RIL employs over 24,000 people, each of

whom are encouraged to lead the value-creation journey, and become examples

of inspired thinking. RILs employees are its partners in progress. RIL continues to

focus on implementing a robust Human Capital Management system to support

its global, multi-geographical and diversified organization on one common

platform. RIL-HR Transformation journey was initiated to revamp its people

processes and implement world-class HR practices. At RIL, the leadership team

inculcates a culture of inspiring people through six basic tenets:

Clear communication of vision and purpose

Motivate and inspire employees to succeed and aspire for the best globally

Develop capability through continuous learning

Show passion to excel

Effective teamwork, trust and collaboration

Integrate diverse perspectives

15
Inspiring Sustainability-

Sustainability at RIL is a combination of small, but critical steps, which help

redefine the future for businesses and for the nation. RILs sustainability

initiatives are geared by the dream of its Founder Chairman Late Shri

DhirubhaiAmbani, who envisioned India as a superpower in which the industry,

government and society partner each other constructively. RILs CSR initiatives

help elevate the quality of life of millions. It seeks to touch and transform lives by

promoting healthcare, education, rural wellbeing and employment opportunities.

RIL aims to continue its efforts to build on its tradition of social responsibility to

empower people and deepen its social engagement.

16
ORGANIZATION STRUCTURE

17
 ORGANIZATION STRUCTURE

Reliance JioInfocomm Ltd. Company of Mr. Mukesh D Ambani is coming with the

latest technology which changed Telecom tag to a different concept i.e.

Digitalization. They are not only coming with 4G but they are about to launch

with a Digital platform. They have been regressively working since year to make

this project the most successful one. Jio means blessing and yes this project is and

will be blessing for customers as well as people who got employment from this

brand new huge project.

Jio is not only coming up with 4G Internet but with the powerful ecosystem on

which a range of rich digital services will be enabled a unique green-field

opportunity. There first product which came out in the market is there handsets

LYF which is their own brand. As they have launched new technology VoLTE,

they have launched supportable handsets for the same. Jio also made their own

customized applications which are useful in to the customers For E.g. Jio Money,

Jio Chat, Jio Buzz, Jio Drive and also a website known as AJIO which is a complete

shopping site with Reliance brand clothes, apparels etc.

Jios vision is to provide digital services to all the mass and they dont want it to

remain a luxury item for people. The initiatives are truly aligned with the

18
Government of India's Digital India vision for our nation. Thus the Buzz about Jio

will surely come out with a positive outcome for both Reliance and for people

across India.

19
 FUNCTIONAL AREAS

HR Practices:

Today companies are trying to reinvent HR practices. Likewise RelianceJio also is

continuously adopting new changes that can be in mutual benefit of their

employees and organizations business. RelianceJio human resource team is

reconfiguring their HR processes and run innovative employee engagement

programs to improve motivation among employees and reduce costs.

RelianceJio HR practices includes-

Talent Acquisition and Talent Management

Resourcing from referrals, online portals, campus placements and walk ins.

Payroll Administration

Compensation Management

Workforce Management

Organization Structure:

In this organization, there is CEO Mr. Pranay Pathak to whom various functional

heads report like- Marketing CLVM (Mrs. Bhavna Pandey), Human Resource (Mr.

Akhilesh Singh), and Finance (Mr. Dixit), Sales (Mr. Mahendra Agarwal), Device

20
 (Mr. Rajesh Sharma), Connectivity Service Department CSD (Mr. Rajesh Sharma)

and Chief Technical Officer CTO (Mr. Bhupendra Singh). Now there are 1072 Jio

Centers across India and across Uttar Pradesh there are 55 jio Centers. If we talk

about UP, there is 1 Jio Circle Office The Solitaire and 4 Jio Centers in Gomti

Nagar, Jankipuram, Rajajipuram,

Organisational Structure:

CEO Mentor

Head Head Head Head Head

Head
Head HR customer Chief
CLVM Sales Device Finance
service Technical
Department Officer

Area Head

Head JCM

21
PRODUCTS AND SERVICES OF

RELIANCE JIO

22
 PRODUCTS AND SERVICES OF RELIANCEJIO

Reliance Jio with a aim to make India Digital is about to introduce with offers like

broadband service and digital service to corporate clients and Individual

customers. True 4G Volte- Face to face conversation, String connectivity, Speedy

internet connection, Video calling 4 contacts at a time, Audio calling 7 contacts at

a time, etc. Company has already come up with Two products FLY smartphone

with variants- Earth, Water Wind and Flame having feature like True 4G, No

latency, Gorilla glass protection front and back, Silent background noise, Crystal

clear voice, HD based video calling, Dual camera build 13MP+2MP, etc. many

more and LED television. RelianceJio is about to come up with almost every retail

electronic and electrical products in the market, that can be easily accessible, easy

to operate, easy to handle, low maintenance and superior quality features, in

coming 4 to 5 years.

Affordable Devices:Jio has worked with all the leading device

manufacturers of the world to ensure availability of 4G LTE smartphones

across all price points from ultra-premium models on one hand, to entry

level models on the other.

23
 Digital Currency:Jio envisions a new India which will use digital currency

instead of paper money for a more secure and convenient way to transact.

JioMoney, will play a crucial role in this by offering a platform for

ubiquitous, affordable and secure digital payments.

Jio Drive: Micro and small businesses will soon have access to cutting-edge

cloud storage technologies which were once affordable to big companies

only, giving them a new edge to compete on a global landscape. Jio Drive is

an application that brings powerful cloud capabilities to every smartphone.

Using Jio Drive, anyone can store, synchronize and share any content

between own devices and also with their friends.

Digital Education: Teachers and students from far flung areas can connect

with each other, crowd-source knowledge and adapt new age learning

techniques and thus lift the level of education to a completely different

plane.

Digital Healthcare: Expert medical advice would be available anytime,

anywhere with medical practitioners able to grow their practice without

constraint, and provide quality of life to the crores that make up our

country.

24
 Digital Entertainment and social connectivity:Jio Chat is a powerful

communication application that integrates chat, voice, video calling,

conferencing, file sharing, photo sharing and much more. Jio Play enables

users to watch HD TV anytime, anywhere on any device, from hundreds of

channels, across categories and languages. Jio Beats is a premier digital

music streaming service that gives instant access to millions of songs and

curated playlists. JioMags and Jio News provide access to the most popular

collection of magazines and news from leading publishing houses across

multiple languages.

Digital Entrepreneurship:Jio is building is a powerful platform on which a

range of rich digital products and services can be enabled - digital currency,

digital commerce, digital education, digital healthcare, e-governance, Smart

Cities, M2M and the Internet of Things. It does not matter whether these

services are created by Jio itself, its ecosystem partners or anyone globally.

Reliance is committed to the principles of Net Neutrality.

25
CORPORATE OFFICE

26
Registered Office

Reliance Communications Ltd

'H' block, 1st floor,DAKC,

Navi Mumbai - 400709

Business Headquarter

Reliance Communications Ltd

3rd floor, BHQ, DAKC Koparkhairane, Navi Mumbai

Mumbai - 400709

Ph No. 022-30370001

Andhra Pradesh

Reliance Communications Ltd

6th floor, Lakeshore Towers, Rajbhavan Road, Somajiguda

Hyderabad - 500082

Ph No. 040-30331583

Delhi

Reliance Communications Ltd

6th Floor, Vijaya Building, Barakhamba Road

27
New Delhi - 110001

Ph No. 011-30211126

Gujarat

Reliance Communication Ltd

Corporate House, Opp Platinum Banquet Hall Prahlad Nagar Road, Nr Reliance

Petrol Pump

Ahmedabad - 380052

Ph No. 079-30342257

Karnataka

Reliance Communications Ltd

5th Floor, Umiya Suntech 7B & 7C, Sadarmangala Indl. Estate Off ITPL, Whitefield

Road

Bangalore - 560 048.

Ph No. 080-30386000

Kerala

Reliance Communications Ltd

A & P ARCADE,2nd Floor

S.A road, Kadavnathara

28
Kochi - 682016.

Ph No . 0484-3031373

Madhya Pradesh

Reliance Communications Ltd

BCM Heights, Plot

No.A-5, Scheme No.54, PU-4, Commercial-2, Vijay

Nagar, Near Bombay Hospital, Indore- 452010

Maharashtra

Reliance Communications Ltd

6th Floor, Kumar Cerebrum,Behind Gold Adlabs Kalyaninagar,

Pune 411014

Ph No. 020-30346901/02

Mumbai

Reliance Communications Ltd

2nd Floor, Fortune 2000,

Bandra Kurla Complex.

Bandra (E). Mumbai -400051

Ph No. 022-30364242

29
Punjab

Reliance Communications Ltd

Rajiv Gandhi IT Park,DLF Building, Tower -F, Near Kishangarh,

Chandigarh - 160101

Ph No. 0172-3032214

Rajasthan

Reliance Communications Ltd

3rd Floor , Orbit Mall,Ajmer Road, Civil Lines

Jaipur-302006

Ph No. 0141-3031637

Tamil Nadu

Reliance Communications Ltd

Reliance House no. 6, Haddows Road, Nungambakkam,

Chennai - 600006

Ph No. 044-3035 2450

Uttar Pradesh

Reliance Communications Ltd

1st Floor, Magnum Plaza,Eldeco Greens, Gomtinagar,

30
Lucknow - 226 010

Ph No. 0522-3031600

West Bengal

Reliance Communications

34 Chowringhee Road,

Kolkata-700071

Ph No. 033-30900377

31
CUSTOMER SATISFACTION

32
 CUSTOMER SATISFACTION

Customer satisfaction is the individuals perception of the performance of the

products or service in relation to his or her exceptions. Customers usually will have

drastically different expectations.

The concept of customer satisfaction is the function of customer expectations. A

customer whose experience falls below expectations will be dissatisfied and

customer whose expectations are exceeded will be highly satisfied or delighted.

The research indicates that there are rewards for having satisfied customers which

is depicted as below:

33
 SATISFIED CUSTOMERS

CUSTOMERS TO PURCHASE FROM YOU

(As long as nothing better comes along)

ARE LIKELY TO PROVIDE YOU WITH 3 TO 5 REFERRALS OVER THEIR

LIFETIME OR PURCHASING

34
UNDERSTANDING THE CONSUMER BASED ON VARIOUS

PERSONALITY TYPE :

Marketers are interested in understanding how a difference in personality

influences consumption behaviour because such knowledge enables them to

understand consumer and to segment and target those consumers who are likely to

respond positively to their product or service communications.

35
ATTRACTING CUSTOMERS

Todays customers are becoming harder to please. They are smarter, more price

conscious, more demanding, less forgiving and they are approached by many more

competitors with equal or better offers. The challenge, according to is not to

produce satisfied customers but to produce delighted and loyal customers.

Companies seeking to expand their profits and sales have to spend considerable

time and resources searching for new customers. To generate leads, the company

develops ads and places them in media that will reach new prospects; it sends

direct mails and makes phone calls to possible new prospects; its sales person

participate in trade choice where they might find new leads; and so on. All this

activity products a list of suspect. The next task is to identify which suspects are

really good prospects.

CUSTOMER RETENTION :

The over objective of providing value to customers continuously and more

effectively is because the competitors also to try to acquire highly satisfied ( Even

delighted) customers ; the organizations strategy of customer retention makes in

the best interest of customer to stay with the company rather than switch to another

firm. In almost all business situations it is more expensive to win new customers

than to keep the existing ones. Studies have shown that small reductions in

36
customer defections produce significant in profits because of the following

reasons.

1. Loyal customers buy more products

2. Loyal customer are less price sensitive and pay less attention to competitors

advertising

3. Servicing existing customers, who are familiar with the firms offering and

processes, is cheaper.

4. Loyal customers spread positive word or mouth and refer other customer.

Further, more, marketing efforts involved in attracting new customers is

expensive, rather in saturated markets, it may be impossible to find new

customers.

RELEVANCE OF POST PURCHASE BEHAVIOR

After purchasing the product, the consumer will experience some level of

satisfaction or dissatisfaction. The marketers job does not once the produce is

sole. Marketers need to constantly monitory post purchase satisfaction, post

purchase actins an post purchase produce uses.

37
POST PURCHASE SATISFACTION:

What determines whether the buyer will be highly satisfied, somewhat satisfied, or

dissatisfied with the purchase? The answer to this question can be given as: buyer

satisfaction is the function of the closeness between the buyers expectation and

the products perceived performance.

Consumers from their expectation on the basis of messages received from sellers,

friends and other source that give information for instance even a sales promotion

offer. As the gap between the expectations and performance becomes larger and

larger the greater is the consumer dissatisfaction. This is where the consumers

coping style comes in to play. Some consumers magnify the gap when the produce

is not perfect, and they are highly dissatisfied, others minimize the gap and are less

dissatisfied.

The importance of studying the post purchase satisfaction suggests that the product

names must truthfully represent the products likely performance. Some sellers

might even understate performance levels, so that consumers experience higher

than expected satisfaction with their product.

Customers Satisfaction is the critical strategic for any enterprise as we move

towards the 21st century. The message is simple:

38
Every company must regard each of its customers as a valuable, irreplaceable

asset and treat him or her as they themselves would wish to be treated. The

customers are the organizations natural resources. The organization will be

doomed as a civilization in spite of all the material accomplishment if its squanders

its natural resources. The organization will face an equally bleak future if it let its

customer resources depart without any conscious efforts to retain them.

Customer Satisfaction is so powerful that it can be quantified. Customer

satisfaction deals with data, nor theory, and there is a beauty of data:

If we can define it we can measure it

If we can measure it we can analyze it

If we can analyze it we can control it

If we can control it we can improve it

39
OBJECTIVE OF STUDY

40
OBJECTIVE OF STUDY

1. To study the customer's satisfaction level on reliance jio product and services.

2. To find the market potential and market penetration of relaince jio product and

services.

41
 RESEARCH
METHODOLOGY

42
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 collecting method and analysis
procedure

Marketing research is the systematic gathering, recording, 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 opportunity of problem, situation and to access
manager in arriving at the best possible decision when such situations are
encountered

SAMPLE SIZE:

Sample size refers to the number of respondents, researcher have selected for the
survey. I have selected 100 sampling units from market and individual customers.

SAMPLING TECHNIQUE:

The sample design provides information on the target information and final sample
size. I used conveyed, convenient sampling surveyed in research.

SAMPLING AREA:

While conducting sample, I went to many places of my study area like railway
road, civil lines, model town, etc.

DATA COLLECTION TOOL:

I have used questionnaire as the research instrument to conduct the market survey.
The questionnaire consisted closed ended questions design in such a way that it
should gather maximum information possible

43
The questionnaire was a combination of 13 questions. If choices are given it is
easier for the respondent to response from the choices, rather they think and reply,
also it takes lesser time.

Data was collected through 2 sources:

PRIMARY SOURCE: Primary data was collected directly from the customer from
a questionnaire

SECONDARY SOURCE: Secondary source was the company's website and

company's employees

METHOD OF SAMPLING:

Convenient sampling is used to do sampling as all the customer in the sides are
surveyed.

44
COMPETITION ANALYSIS

45
Competition Analysis:

Competition analysis deals with the competiton that the company is facing.

Reliance Jio is a again under a telecom sector which is focusing totally on

broadband services and digital services for the country, it is bringing out a new

digital world under the promise of our Honorable PM Mr. Narendra Modi of

making India Digital Nation. Reliance jio is focusing on to bring in the new

technology to make a new digital world and let people experience the same.

On broader aspect, with respect to 4G network Reliance JioInfocomm Ltd. dont

have direct competition in the market right now but gradually Telecos like

Vodafone, Idea and Airtel are about to bring 4G services. Airtel has come with the

buzz in the market with 4G but failed to bring it up.

In case of 4G network services no direct competition. As Jio is having a broader

mission with 4G it doesnt merely mean only 4G SIM and high speed broadband

services but it Jio also talks about 4G digital life that every citizen could take

advantage of and life SMART Life as digital business, digital home care, digital

education, digital healthcare, etc. Hence no Teleco is yet focusing on such a broad

mission rather only on 4G SIM connectivity and high speed data services.

46
But in case of 4G Smartphone handsets competitions are direct and do exists in

market like- Samsung, Apple, HTC, Lenovo, Oppo, Micromax.

ENTRY LEVEL MID RANGE HIGH END

Intex Aqua 4g Moto G 3rd Gen Samsung Galaxy S6, S6 Edge,

S6 Edge+

Moto E 2nd Gen Samsung Galaxy A5, A7, A5 Samsung Galaxy Note 4, 5,

(2016), A7 (2016), A8 Edge

LG Spirit 4g ZTE Blade S6, S6+ Sony Z5, Z5 Premium

LG G4 Stylus Oppo F1 (16k) LG Nexus 5X

Samsung Galaxy Core LG G3 iPhone 6 Plus, 6S Plus

Prime

Samsung Galaxy J5, J7, LG G4

Samsung Galaxy On 5, On Lumia 950, XL

Lenovo A6000+ Moto X Force

Karbon Aura Yu Yunique

Micromax Canvas Amaze

Yureka Plus

XiaomiRedmi Note 3

Lumia 550

47
Other Relevant Information:

Telecom Subcriber (Wireless &Wireline)

Total Subscriber 996.49 million

% Change over previous quarter 2.63

Urban Subscriber 577.18 million

Rural Subscriber 419.31 million

Market share of Private Operators 89.89%

Market share of PSU Operators 10.11%

Total Tele-density 79.38

Urban Tele-density 148.61

Rural Tele-density 48.37

Wirelinevs Wireless Subscribers

Total Wireline Subscriber 29.59 million

Total Wireless Subscriber 969.89 million

Market Share of Private Operators (Wireline) 24.93%

Market Share of PSU Operator (Wireline) 75.07%

Market Share of Private Operator (Wireless) 91.68%

Market Share of PSU Operator (Wireless) 8.32%

Tele-density (Wireline) 2.12%

Tele-density (Wireless) 77.27%

48
Internet Broadband Subscribers

Broadband subscribers 99.20 million

Narrowband subscribers 19.07 million

Total Subscribers 118.27 million

Wired Internet Subscribers 19.07 million

Wireless Internet Subscribers 283.29 million

Total Internet Subscribers 302.35 million

Urban Internet Subscribers 190.6 million

Rural Internet Subscribers 111.76 million

Data Usage (Mobile users)

Data Usage per subscriber per month - GSM 89.06 MB

Data Usage per subscriber per month - CDMA 278.22 MB

Data Usage per subscriber per month Total(GSM+CDMA) 99.46 MB

49
 DATA ANALYSIS

AND INTERPRETATION

50
 This chapter aims obtain the objective of the study by critically analysing the qualitative
data through thoroughly examining the interviewees responses and beliefs. This has been
achieved through evaluating the most relevant responses by the participants. The data has been
analysed and discussed by comparing the comments made by the respondents with the literature
review keeping in mind the research objective of the study. Thus, the rationale of this analysis is
based on the personal answers provided by the respondents.

An appropriately designed questionnaire was used to collect the primary data for the study. The
data for 100 respondents was organized systematically in tables and graphs and then was
subjected to analysis using appropriate statistical tools. The results of the analysis are presented
in the following section in order to assess the customer perception towards online shopping on
Reliance jio.com in India.

Here for analyzing, we are considering two factors. That is:

Demographical factors
Behavioural factors

51
Demography:

1. Gender of Respondents:

Table : Gender wise respondents

Male Female Total

Responses 58 42 100
Percentage 58 42 100

Graph : Gender wise respondents

Gender

42%

58% Male
Female

Analysis and Interpretation:

According to demography profile, in this study 70 % male and 30% female respondents are part
of my target population and they help me to fulfil my questionnaire from different area of
Bareilly city. From these groups total respondents are 100. So, according to the survey result,the
male respondents are more and can be told that they interested to shop online than female, even
though both of them shop online.

52
2. Age Group:

Table : Age wise respondents

15 -25 25 -35 35 - 45 45 & above Total

No of respondents 63 24 12 1 100
Percentage 63 24 12 1 100

Graph : Age wise respondents

Age Group
1%
12%

15 -25
24%
25 -35
63%
35 - 45
45 & above

Analysis and Interpretation:

Below figure shows that 63% respondents are between 15-25 years old, 24% respondents are
between 25-35 years old, 12% respondents between 35-45 years old, and 1% respondents are
between 45&above. Overall result shows that between all of them the respondents who has age
limit between 15 to 35 years (63%+24%= 87%) people are more familiar to shop online on my
target population.

53
3. Occupation:

Table : Occupation wise respondents

Business House wife Salaried Student Total

person
No. of respondents 8 7 46 39 100
Percentage 8 7 46 39 100

Graph : Occupation wise respondents

Occupation

7%
8%
39%
Business person
House wife

46% Salaried
Student

Analysis and Interpretation:

In this survey, 46% of the respondents are salaried and 39% are students. So they both together
made majority of respondents percentage (85%). 8% are business persons and 7% are House
wife. Salaried persons and students will always look for new technologies and new services
which make them more comfort.

54
4. Educational Qualification:

Table : Educational wise respondents

Graduate post SSC or Others

graduate Equivalent (PhD)
Number of respondents 63 36 0 1
Percentage 63 36 0 1

Graph : Educational wise respondents

Educational Qualifications
1%
0%

36%
Graduate
post graduate
63%
SSC or Equivalent
PhD

Analysis and Interpretation:

All of them in this survey are graduate and above qualified peoples only. Among these 63% are
graduates, 36% are post graduates and one person is PhD.

55
5. Annual Income:

Table : Income wise respondents

1- 3 L 3-6L 6-9L 9 & above

Number of respondents 60 23 13 4
Percentage 60 23 13 4

Graph : Income wise respondents

Annual Income
4%

13%

0- 3 L
23% 3-6L
60%
6-9L
9 & above

Analysis and Interpretation:

Since 39% of this survey is students most of them are of 0-3L income range, ie 60%. 23% of
them are in 3-6Lincome range, 13% in 6-9L and 4% is 9 & above.

56
Behavioural factors:

This survey is conducted on those people who do online shopping and are aware of Reliance jio.
So everyone answered yes for those two questions.

6) Frequency of purchase from online:

Table : online shopping usage

Always Often Sometimes Seldom Never Total

Male 5 21 29 3 0 58
Female 4 14 23 1 0 42
Total 9 35 52 4 0 100
Graph : online shopping usage

35
29
30

25 23
21
20
14
15

10
5 4
5 3
1 0 0
0
Always Often Sometimes Seldom Never

Male Female

Analysis and Interpretation:

More than half of them use online shopping sometimes, ie 52%. People who always and mostly
shop through online shopping are also good in number, 9 and 35, together 44%. And who use
online shopping rarely is very less in number 4%. Since only 44% are mostly using this, there is
a wide space to fill and to make online shopping a great success. And there is not much gender
difference inonline shopping, which means both males and females enjoying online shopping
and its benefits.

57
7)Mode of awareness about Reliance jio.com:

Table : Modes of awareness about Reliance jio

Word of Advertisements, Blog Links Promotional Search Total

Mouth newspapers, TV recomme- from emails engines(like
ndations other Google)
websites
No: of 39 22 2 15 5 17 100
respondents
Percentage 39 22 2 15 5 17 100
Graph : Modes of awareness about Reliance jio

No: of respondents
45
40
35 39
30
25
20
15 22
10 15 17
5 2 5
0 No: of respondents

58
 8) Product selection from the categories given by Reliance jio.com:

Table : On the basis where product is chosen

Rating of the Discounts and Review about the Brand of the Total
product features product product
No: of 14 48 26 12 100
Responses
Percentage 14 48 26 12 100

Graph : On the basis where product is chosen

No: of Responses
60

50
48
40

30
No: of Responses
26
20

10 14
12

0
Rating of the Discounts and Review about the Brand of the
product features product product

Analysis and Interpretation:

Customer perception varies while using Reliance jio; it is one of the online shopping sites
which give high discounts and offers. Most of them in this survey (48%) are looking for good
featured product with high discounts while purchasing products from Reliance jio. And also
customers more often go through the product review (26%) before making their decision

59
 topurchase. Product review is a kind of word of mouth strategy where product usersleave their
review on their experiences with Reliance jio. Customers are giving priority to these two
features while brand of product (12%) and rating of product (14%) also taken care by some
other customers.
9) Rating of services on Reliance jio.com (in a scale of Excellent, Good, Average,
below average, Poor)

Table : Rating of Reliance jio services

Excellent Good Average Below Poor

Average
Cash on delivery 46 45 5 2 2
30 days replacement 23 55 20 2 0
policy
EMI options 21 48 25 5 1
Free shipping 35 34 17 12 2

Graph : Rating of Reliance jio services

60
 60

50

40

Cash on delivery
30 30 days replacement policy
EMI options
Free shipping
20

10

0
Excellent Good Average Below Poor
Average

Analysis and Interpretation:

46% of respondents are rated excellent for cash on delivery service, while for 30 days
replacement policy 55% rated good and 23% rated excellent. For EMI options 48% rated good
and 21% rated excellent, and for free shipping 35% rated excellent.

While analysing the data, customers have more interest in two services of Reliance jio: That is,
30 days replacement policy and EMI options.

Since Reliance jio is providing 30 days replacement policy for all the products in the platform.
And this combined mix service increased the customer trust.

61
In case of EMI options, Reliance jio is the only site which accepts all credit cards and thus it
provides a better payment options to the customers.

Cash on delivery is a compactable service that provided to the customers and they are much
satisfied on that service also. Even some rated less for this service, may be because of less
customised experience on cash on delivery.

In case of free shipping, Reliance jio provide this service for total purchase of rupees 300 and
above only. So it may affect some of the customers who purchase less price products frequently.

10) Issues faced by customers while shopping in Reliance jio.com?

Table : Issues faced when purchased from Reliance jio

Out of Payment Replacement Delay in Faulty No Others Total

stock issues issues Delivery product issues
No of 37 6 6 12 8 30 1 100
Responses
Percentage 37 6 6 12 8 30 1 100

62
Graph : Issues faced when purchased from Reliance jio

40 37

35
30
30

25

20

15 12
8
10 6 6

5 1

No of Responses

Analysis and Interpretation:

In this survey, 30% of customers didnt face any of those problems that mentioned, while 37%
of customers faced out of stock issue. This is one of serious issue faced by most of customers.
Since discounts and features are the one feature that most of the customers looking for and
when a good product with high discount is displayed in Reliance jio platform, customers
brought it as soon as they could. Thus the products will be out of stocked.

Reliance jio started notifying the customers about the product when the stock got available.

63
 Payment issues and replacement issues are less in number (total 12%) since different payment
options like EMI options, card payments, Cash on delivery, Wallet payments etc are
provided by Reliance jio and customers are satisfied with those.

In case of replacement also only less issues are happened, thus shows most of them are satisfied
with that service.

Delay in delivery happens because of shipping and courier service issues. It is a problem with
supply chain. Mostly it happens in the end part of the supply and in rural areas where courier
services are less active.

Faulty product issue also happened to 8% of the customers and one of the policies to overcome
this issue is 30 days replacement policy of Reliance jio.

11) Recommending Reliance jio to others:

Table : Recommending Reliance jio to others

Yes No Total
No: of 95 5 100
Responses
Percentage 95 5 100

64
Graph : Recommending Reliance jio to others

95
100

80

60

40
5
20

0
Yes No

No: of Responses

Analysis and Interpretation:

In this survey, most of them (95%) are happy to recommend Reliance jio to others like friends
and family. And this shows word of mouth publicity is successfully running and this is one of the
great advantages for Reliance jio.

12) Customers rating about services on Reliance jio.com: (in a scale of 5, 5 as highest and 1
as least)

Table : Rating the experience from Reliance jio

1 2 3 4 5 Total

65
 No of 7 11 16 49 17 100
Responses
Percentage 7 11 16 49 17 100

Graph : Rating the experience from Reliance jio

49
50

40

30

16 17
20
11
7
10

0
1 2 3 4 5

No of Responses

Analysis and Interpretation:

While analysing the rating of experiences, Reliance jio provides a good and excellent
experiences to most of the customers.

Mode of given data: 4 & Median of given data: 4

49% of customers rated 4 as the experience and more than half of the population (66%) rated 4 &
5 as experience.

13) Satisfaction of customers while Reliance jio services are used:

Table : Satisfaction on services of Reliance jio

66
 Yes No Total
No: of responses 81 19 100
Percentage 81 19 100

Graph : Satisfaction on services of Reliance jio

81
100

80

60
19
40

20

0
Yes No

No: of responses

Analysis and Interpretation:

81% of the population is satisfied with the service of Reliance jio. This helpsReliance jio to
retain the customers and also shows that the branding and marketing techniques of Reliance jio
also got succeed.

67
FINDINGS

68
 FINDINGS

Criticality of the Task:

The significance of this task (training feedback) is primarily to understand whether

employees are satisfied with the training programs conducted in the organization

by the training and development team.

Basically the focus was on to fetch the feedback of DSS (Digital Sales Specialists)

as theyre the frontier of the organization in the market and deals with the

customers to make sales as much as possible for the organization. So proper

induction program and training sessions have to be conducted timely, so that

there may left no gap between training program concepts and the DSS, as they

must be properly introduced and trained about any existing or upcoming product,

service or scheme and that the methods adopted to train them is best.

Limitations of the Study:

Various limitations occurred in performing this task are-

The employees found it difficult to answer questions properly because of

their busy work schedule.

Total time allowed by the company to do the project was limited.

69
 In view of the limited time available for the study, only training process

could be studied.

All the information required was not available by the company for

confidential norms and standards.

The sample size is small to reflect the opinion of all reliance jio.

The answer given by the respondents have to be believed and have to be

taken for granted as truly reflecting their perception.

Conclusion:

Analyses of all the facts and figures, observation and experience during the

training period delivered to DSS gives a very positive impression on training

sessions imparted by the Learning (training) and Development Team and the

organization. Substantial number employees are content with the way the

training is conducted still there are few either non attentive, confused otherwise.

As majority of the employees were of opinion, that objectives behind conducting

any training session, theyre totally satisfied. In case of type of training being

conducted majority felt that traditional classroom learning and e- learning (Jio

University courses) are beneficial and convenient for them. And employees also

rated training team 4 or 5 on the scale of 5, where 1- very poor and 5- excellent.

70
It can be concluded that Learning and Development team is taking their role on

positive side and making employees ready for their respective role. Overall

employees are satisfied and motivated for the organization.

71
RECOMMENDATIONS

72
 RECOMMENDATIONS

Brief Description of Recommendations:

Following are some of the possible recommendations-

Hiring on the basis of not only skills but also attitude.

Timely assessment of DSS training needs.

Implementation of pre and post training evaluation.

Motivating DSS for their work and the company.

Proper training reliance jio should be prepared continuously that may help

in identify who are trained and who are left.

Details of each Recommendation:

Hiring of employees should be not done only on the basis of skills and

talent but also the attitude they carry and show should be one of the

important parameter for selection. This is directly linked to effectiveness of

training, as if employees carry positive attitude then training for them can

be more effective.

73
 Training needs should be assessed on regularly basis by observing the

performance of the employees and also through feedback.

Training records should be properly prepared, preserved and updated time

to time, so that dump can be created of those employees who are absent

from sessions.

Currently no evaluation is taking place so as to get feedback on training

been taken of DSS. This will help the trainersto know DSSs pre and post

training performance. This will benefit trainers as well as trainees in future.

As motivation is low in some of DSS which is affecting their performance in

their respective stores. So it is important that trainers must look at the

content part of training but also involve trainees showing them

motivational videos, etc.

To consider personal goals along with professional goals of employees by

which interest and satisfaction can be further increased.

Suggested Scheme of Implementation, Precautions and Monitoring systems:

Conclusion:

Training and development is a function of every organization which aims at

improving the performances of individuals and groups in the organizational

74
setting. Training if conducted in a proper way can be a prime opportunity to

expand the knowledge base of all employees. Providing the necessary training

creates a workplace wherein employees can take over one another when needed,

work on teams or work independently without constant help and supervision

from others. Structured training and development program ensures that

employees have a consistent experience and exposure. The investment in training

and development that a company makes shows the employees that they are

valued. It creates a supportive workplace. Employees who feel appreciated and

challenged through training opportunities may feel more satisfaction towards

their jobs and tasks. Overall, this program helps create benefits for the individuals

and the company as well that makes the cost and time a worthwhile investment.

CONCLUDING REMARKS

Summary:

On the basis of above mentioned facts and figures, the observation during

training period gives a positive conclusion regarding training imparted by Learning

and Development team at Reliance Jio. The company and its L&D team is

performing its role up to the mark and trainees are satisfied with the training

delivered to them.

75
Training imparted meets the objectives like-

Assists the employees to acquire skills, knowledge and attitude and also

enhance the same.

Effectiveness of training and also resultant in the performance of the

employees.

Helps to motivate employees and help in avoiding mistakes and errors.

Its quite clear that there is no other alternative to the development of Human

Resource. Training and Development when used in a planned and purposeful

manner can be an effective management tool as it increases the skill sets,

knowledge and explore the mind set of employees (DSS), thereby increasing the

productivity and wealth of the organization.

76
LIMITATIONS

77
LIMITATIONS OF PROJECT

Various limitation occurred in performing this task and preparing the project

includes-

In view of the limited time available for the study, only Training process

could be studied.

All the information required was not available by the company for

confidential norms and standards.

The sample size is small to reflect the opinion of all the DSS (Digital Sales

Specialists).

The answer given by the respondents have to be believed and have to be

taken for granted as truly reflecting their perception.

Scope for the Further Works:

Scope of the study of this project could ensure following-

To study covers employees of Reliance JioInfocomm Ltd.

The study focuses on overall training of the employee workforce according

to the needs.

78
 To help Management by giving recommendations based on observations.

To improve the patterns of training to minimize organizations cost.

79
BIBLIOGRAPHY

80
REFERENCES/BIBLIOGRAPHY

http://www.ril.com/ourBusinesses/Jio.aspx

http://www.ibef.org/industry/indian-telecommunications-industry-

analysis-presentation

www.JIO.com

www. MYLYF.com

www.google.com

www.wikipedia.com

VARIOUS BOOKS:

1. Market Research -D.D. Sharma

2. Research Methodology - C.R. Kothari

81
ANNEXURE

82
 Questionnaire for Customer

Name: Occupation:

Address:

Age: 15-20, 20-25, 25-35, 35-50, Above 50

a. Sex: Male/Female

Contact no.:

Signature:

Q1) What is your Gender?

Male
Female
Q2) What is your Age?

15-25
25-35
35-45
45&above

Q3) What is your Occupation?

Business profession
Housewife
Salaried
Student

Q4) What is your Educational Qualification?

83
 Graduate
Post Graduate
SSC
Others

Q5) What is your Annual Income?

1-3L
3-6L
6-9L
9L&ABOVE

Q6) How often do you purchase online?

Always
Seldom
Often
Never
Sometimes

Q7) From which source you came to know about reliance jio?

Word of mouth
Advertisements, newspapers, TV
Blogs
Links from other sites
Promotional emails
Search engines

Q8) On what basis do you choose the product?

Rating of the product

84
 Discounts & Features
Review about the product
Brand of the product

Q9) How Would do you rate services of Reliance?

Excellent
Average
Good
Below average
Poor

Q10) What are the issues faced by customers while shopping in Reliancejio.com?

Out of stock
Payment issues
Replacement issues
Delay in delivery
Faulty product
No issues
Others

Q11) Do you recommend Reliance jio to others?

Yes
No

Q12) How much do you rate services of Reliance jio .com(in a scale of 5, 5 as
highest and 1 as least)?

1
2
85
 3
4
5
Q13) Are you fully satisfied from Reliance jio?

Yes
No

Thanks for your cooperation

86