A STUDY ON
CUSTOMER SATISFACTION
Towards reliance jio with reference to
Jio store in main road, Kakinada
Submitted by
D. PAVAN KUMAR
(18021E0033)
Under the esteemed guidance of
Mr. Dr.B.CHARWAKMBA, M.com, PH.D
SCHOOL OF MANAGEMENT STUDIES
(2018-2020)
JAWARHARLAL NEHRU TECHNOLOGICAL UNIVERSITY,
KAKINADA
1
DECLARATION
I D. pavan kumar student of School of Management Studies, JNTUK, Kakinada hereby declare that the
project report entitled “A STUDY ON CUTOMER SATISFACTION TOWRDS RELIANCE JIO
MAIN ROAD, KAKINADA” has been submitted by me as mini project to Jawaharlal Nehru
Technological University, Kakinada.
This project work is original and has not been submitted to any other University for the award of
any Degree or Diploma.
Place:
Date: D.pavan kumar
Regd.No:18021E0033
2
SCHOOL OF MANAGEMENT STUDIES
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY
KAKINADA
Kakinada-533003(A.P), INDIA.
(2018-2020)
CERTIFICATE
This is to certify that Mr. D.pavan kumar of MBA has done project work on “A STUDY ON
CUSTOMER SATISFACTION TOWARDS RELIANCE JIO,MAIN ROAD, KAKINADA ”as
Mini Project of MBA submitted to JNTUK, SMS, Kakinada.
Dr.B.CHARWAK
Professor
School of Management Studies
JNTUK
Place:
Date:
3
ACKNOWLEDGEMENT
I express my deep sense of gratitude with profound happiness in to the following personalities
who lend the esteemed encouragement in completing project successfully.
First I would like to express my sincere thanks to Dr. K.KRISHNA
MOHAN,B.Tech,M.Tech,MBA, Ph.D. Director of School of Management Studies for giving me an
opportunity to take up this project.
I take this opportunity to place or record my grateful thanks to my project guideDr.B.
CHARWAK MBA, M.com, NET, Ph.D for his timely guidance and support throughout the
preparation of my project.
Finally I would like to express my deep sense of gratitude to my beloved parents without whose
support and encouragement I would not have finished this work. I also express my sincere thanks to
friends and well-wishers too who helped me in preparing the project work and made me to present it
with in time.
D.pawan kumar
Regd.No:18021E0033
4
CONTENTS
1. Abstract
2. Introduction
3. Need for the study
4. Scope of the study
5. Objectives of the study
6. Research Methodology
7. Limitations of the study
8. Data Analysis & Data Interpretation
9. Findings
10. Suggestions
11. Conclusion
12. Annexure
13. Reference
5
Abstract
The entitled “Customer satisfaction towards Reliance Jio sim with special reference to jio store maszid
centre, kakinada is carried out with an objective to determine the customer satisfaction on Reliance Jio
sim services in kakinada and to find out the customers satisfaction towards using the services. Data will
be collected by survey method through structured questionnaire. For distribution of questionnaire to the
customers random sampling method was used to select the customers and the survey was taken among
those selected users. people are to be provided with quick and timely access to information. Indian
Telecom industry is one of the fastest growing telecom markets in the world. In telecom industry,
service providers are the main drivers. The present study carried out with 45 users of Reliance Jio.
6
INTRODUCTION
Customer is the real asset to any organization and the satisfaction occupies an important place for
business and management. Every firm is expected to maximize the satisfaction in order to get more
market share and profit. Reliance Industries Ltd’s (RIL) telecom unit starts offering free services from
5th September 2016 to 31 Dec 2016. again the commercial launch free services extend next three
month from 31 Mar 2017 onwards across the country. Reliance's Jio has come out with free to low
subscription. it could attract more customers and create a strong customer base. The satisfied Jio
customer would act as the advertising tool for the company without any additional cost. According to
a survey conducted by Bank of America Merill Lynch around 67% surveyed customers in India are
willing to use Reliance Jio as a secondary connection rather than a primary connection.
7
NEED FOR STUDY
The purpose of the study is to understand the customer satisfaction towards reliance jio network
To what extent the customer satisfaction influence usage
8
SCOPE OF THE STUDY
The scope of the study is that to find out the level of customer satisfaction towards Reliance Jio in main
road,kakinada. To identify the customer’s views regarding quality, quantity, free service and price. In
telecommunication sector wider scope available in the world. This research will include data collection
and methodology through interviews and direct observation as a tool to identify the specific problems
within the organization and trying to find out the subsequent remedies for this problems.
9
OBJECTIVES OF THE STUDY
To know about the awareness level of the customer towardsReliance Jio sim
To identify the customer satisfaction level towards RelianceJio sim.
10
Methodology
Sampling Procedure:
Sample Size: 45
Type of research
Descriptive Research
Descriptive Research:
11
The type of research technique used is descriptive as the data iscollected from wide range of customers
who are located in different locations of the city. The datais said to be very intensive as the data
analysis and research have been done in depth.
Sampling Technique:
The sampling techniques used in this project is simple random sampling.
Sampling Area:
Main road, Kakinada
Source of data collection:
Primary data
Primary data will be collected from existing and prospective customers
LIMITATIONS OF THE STUDY
The study was restricted to only the customers of jio services in jio store main road kakinada
The result and analysis based on the customer survey method and small sample size has taken
only 45
Findings are related to particular date and time perioad
12
DATA ANALYSIS & INTERPRETATION
1) Awareness of reliance jio
S.NO NO.OF
PARTICULARS RESPONDENTS PERCENTAGE
1 YES 36 100%
2 NO - -
TOTAL 36 100%
40
35
30
25
20
15
10
0
Yes No
i
INTERPRETATION
When individuals are asked the awarenwss of reliance jio, 100% of the individuals said yes
13
2) Usage of secondary operators service
S.NO PARTICULAR NO.OF PERCENTAGE
RESPONSE
1 Airtel 9 25%
2 Idea 11 30.5%
3 Bsnl 7 19.5%
4 Other 9 25%
TOTAL 36 100%
12
10
Number of respondents
0
Airtel Idea Bsnl Others
INTERPRETATION
From the above analysis 30% of the customers use idea as their secondary service and 19% of the
customers are using BSNL as their secondary service.
14
3) average monthly expenditure of the customers on mobiles
S.NO PARTICULAR NO.OF PERCENTAGE
RESPONSE
1 Rs. 100-200 7 19.4%
2 Rs. 200-300 11 30.6%
3 Rs.300-400 12 33.3%
4 Rs.400 Above 6 16.7%
TOTAL 36 100%
14
12
Number of respondents
10
0
Rs. 100-200 Rs. 200-300 Rs.300-400 Rs.400 Above
INTERPRETATION
From the above analysis customers expenditure on mobile phones from 300-400 are 33.3% and
customer expenditure on mobile phones above 400 are 16.7%
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4) source of knowing about jio service
S.NO PARTICULAR NO.OF PERCENTAGE
RESPONSE
1 News Papers 11
30.6%
2 Advertisements 9 25%
3 Word of Mouth 16 44.4%
4 Hoardings 5 14%
TOTAL 36
100%
18
16
Number of respondents
14
12
10
8
6
4
2
0
NewsPaper Advertisement word of Moth Hoardngs
INTERPRETATION
From the above analysis source of knowing about reliance jio service customers of 44.4% voted for
word of mouth and 14% of the customers known through hoardings
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5) Since how long the usage of jio services is going
S.NO PARTICULAR NO.OF RESPONSE PERCENTAGE
1 Less than 1 3 8.3%
Month
2 2-6 Months 4 11.1%
3 6-12 Months 11 30.5%
4 More than a Year 18 50%
TOTAL 36 100%
20
18
Number of respondents
16
14
12
10
8
6
4
2
0
Less than 1 2-6 Months 6-12 Months More than a
Monh Year
INTERPRETATION
From the above analysis 50% of the customers are using from more than one yera and 8.3% of the
customers are using from less than a month.
17
6) Feature of jio convinced customer to use it
S.NO PARTICULAR NO.OF RESPONSE PERCENTAGE
1 Connectivity 11 30.5%
2 Schemes 16 44.4%
3 Advertisements 5 13.8%
4 Good Will 4 11.1%
TOTAL 36 100%
18
16
Number of respondents
14
12
10
8
6
4
2
0
Connectivity Schemes Advertisements Good Will
INTERPRETATION
From the above analysis customers of 44.4% are convinced for jio schemes and only 11.1% are
convinced for jio's good will and 13.8% for advertisements and 30% for its connectivity.
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7) Most liked service while using reliance jio
S.NO PARTICULAR NO.OF RESPONSE PERCENTAGE
1 Data Service 27 75%
2 Call rate 5 13.8%
3 Network 4 11.2%
Coverage
4 Customer Service - -
TOTAL 36 100%
30
25
Number of respondents
20
15
10
0
Data Service Call rate Network Customer
Coverage Service
INTERPRETATION
From the above analysis 75% of the customers are likes jio's service ofdata uasge and only 11.2% of
customers liked network coverage.
19
8) Reason of customer choosing this provider
S.NO PARTICULAR NO.OF RESPONSE PERCENTAGE
1 Unlimited Calling 4 11.1%
Service
2 Unlimited Data 9 25%
Service
3 Unlimited Sms 1 2.8%
Service
4 All Services 22 61%
TOTAL 36 100%
25
Number of respondents
20
15
10
0
Unlimited Unlimited Data Unlimited Sms All Services
Calling Service Service Service
INTERPRETATION
25% of the customers choosing this service because of unlimited data service and only 2.8% of the
customer using jio because of unlimited sms service
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9)Do you call customer care?
S.NO NO.OF
PARTICULARS RESPONDENTS PERCENTAGE
1 YES 28 77.7%
2 NO 8 22.3%
TOTAL 36 100%
30
25
20
15
10
0
Yes No
INTERPRETATION
When the customer asked " do you call customer care" then 77.7% of the customers said yes and 22.3%
of the customers said no.
21
10) Reason of calling customer care
S.NO PARTICULAR NO.OF RESPONSE PERCENTAGE
1 Complaints 21 50.3%
2 Value added 7 19.4%
Service
3 Info regarding 5 13.7%
Schemes
4 Other Queries 4 11.1%
TOTAL 36 100%
25
Number of respondents
20
15
10
0
Complaints Value added Info regarding Other Queries
Service Schemes
INTERPRETATION
50% of the customers will call customer care for complaints and 11.1% of the customers will call
customer care for other queries.
22
11) do you satisfy with reliance jio services ?
S.NO PARTICULAR NO.OF RESPONSE PERCENTAGE
1 Fully satisfied 25 69.4%
2 Satisfied 7 19.4%
3 Neutral 3 8.3%
4 Not Satisfied 1 2.7%
5 Very Poor Service - -
TOTAL 36 100%
30
25
Number of respondents
20
15
10
0
Fully Satisfied Neutral Not Very Poor
satisfied Satisfied Service
INTERPRETATION
when the customers asked '' do you satisfy with reliance jio'' then 69.7% of the customers said
fully satisfied and only 2.7% of the customers said not satisfied.
23
12) Do you agree that jio is ''number one network provider in india''?
S.NO PARTICULARS NO.OF RESPONSE PERCENTAGE
1 Strongly Agree 7 19.4%
2 Agree 21 58.3%
3 Neutral 3 8.3%
4 Disagree 5 13.8%
5 Strongly Disagree - -
TOTAL 36 100%
25
Number of respondents
20
15
10
0
Strongly Agree Agree Neutral Disagree Strongly Disagree
INTERPRETATION
From the above analysis 58.3% of the customers said agreed and 8.3% of the customers said neutral and
13% of the customers said disagree.
24
13) Do you agree for the statement like”jio has changed the standard
of mobile networks in india?
S.NO PARTICULARS NO.OF RESPONSE PERCENTAGE
1 Strongly Agree 15 41.6%
2 Agree 11 30.5%
3 Neutral 4 11.1%
4 Disagree 5 13.8%
5 Strongly Disagree 1 2.7%
TOTAL 36 100%
16
14
Number of respondents
12
10
8
6
4
2
0
Strongly Agree Agree Neutral Disagree Strongly Disagree
INTERPRETATION
From the above analysis 41.6% of the customers stongly agreed that jio has changed the standards of
mobile services in india and 2.7% of the customers stronly disagreed for the above statement.
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FINDINGS
Most of the respondents
are male.
Majority of the respondents monthly expenditure on mobile is
300-400rs
Most of the customers are using secondary service as idea
75% of the customer liked data sevice in reliance jio
Majority of the customers call customer service for complaints
69.4% of the customers satisfied for the service of reliance jio
26
SUGGESTIONS
From the overall study, it was found that most of the customers are satisfied with the
current services.
Majority of the customer felt that they want to remove the problem of call blocking
and call drop.
Reliance Jio sim should introduce some new schemes for the
youngsters Customers expect low cost Reliance phone.
27
CONCLUSIONS
In today’s competitive business, Customers are considered as the backbone of the company.
Customer service, like any aspect of business, is a practiced art that takes time and effort to master.
Treating the customers like friends is the best way to attract them and make then always come
back. The level of satisfaction can also vary depending on other options and customer. Customer
satisfaction research will have to help businesses build stronger relationships.
28
ANNEXURE
A STUDY ON CUSTOMER SATISFACTION TOWARDS RELIANCE JIO WITH
REFERENCE JIO STORE MAIN ROAD KAKINADA
Name :___________________
Age:__________________
Gender:__________________
1) Are you aware of reliance jio? [ ]
a)yes b)no
2) Which operators service do you use? [ ]
a) airtel b)jio c) bsnl d) others
3)What is your average monthly expenditure on mobiles? [ ]
a) 100-200 b) 200-300 c)300-400 d)400>
4) From which source do you came to know about jio? [ ]
a) newspapers b) advertisements c)mouth publicity d) hoardings
5) Since how long you are using jio services? [ ]
a) less than 1 month
b)2-7months
c)8-12 months
d)more than 1 year
6) Which feature of jio convinced you to use it? [ ]
a) connectivity b) schemes c)advertisements d)goodwill
29
7) Which service do you like most while using reliance jio ? [ ]
a) data service b)call rate c)network coverage d)customer service
8) Why do you choose this provider ?[ ]
a) unlimited calling service
b)unlimited data service
c)unlimited sms service
d) all services
9)Do you call customer care? [ ]
a) yes b) no
10) For which reason do you call customer service? [ ]
a) value added service b) info. Regarding new schemes
c)complaints d)other queries
11) do you satisfy with reliance jio services ?[ ]
a)fully satisfied b)satisfied c) neutral d)not satisfied e)very poor service
12)Do you agree that jio is number one network provider in india?
a) Strongly agree b)agree c)neutral d)disagree e)strongly disagree
13)Do you agree for the statement like”jio has changed the standard of mobile networks in india?
a)Strongly agree b)agree c)neutral d)disagree e)strongly disagree
30
REFERENCES
1. M. Nandhini and D. Sivasakthi, “A Study on Customer Attitude Perception towards Branded
Broad Band”, Intercontinental Journal of Marketing Research Review, Vol. 2, No. 4, pp. 45-50,
2014.
2. Sreeekumar D Menon, “Customer Perception towards A Public Sector Telecom Company
(BSNL) in Mobile Services”, International Journal of Management and Social Sciences
Research, Vol. 3, No. 3, pp. 29-34, 2014.
3. S. Nemat Sheereen, “A Study on Customer Satisfaction of BSNL Services in Kerala”,
Intercontinental Journal of Marketing Research Review, Vol. 2, No. 9, pp. 137-140, 2014.
4. K. Vimala Rani and M.K. Radhakrishnan, “A Study On Customer Satisfaction Towards 3G
Data Services In Erode”, Namex International Journal of Management Research, Vol. 2, No. 2,
pp. 45-52, 2012
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