CHAPTER-1

INTRODUCTION
Customer satisfaction provides a leading indicator of
consumer purchaseintentions and loyalty. "Customer
satisfaction data are among the most frequently
collectedindicators of market perceptions. Their principal
use is twofold:”

1."Within organizations, the collection, analysis and

dissemination of these data send amessage about the
importance of tending to customers and ensuring that
they have a positive experience with the company's
goods and services.”

"Although sales or market share can indicate how well a

firm is performing currently,
satisfaction is perhaps the best indicator of how likely it
is that the firm’s customers
will make further purchases in the future. Much research
has focused on therelationship between customer
satisfaction and retention. Studies indicate that
theramifications of satisfaction are most strongly realized
at the extremes."
On a five-point scale, "individuals who rate their
satisfaction level as '5' are likely to becomereturn
customers and might even evangelize for the firm. (A
second important metric related to satisfaction is
willingness to recommend. This metric is defined as "The
percentage ofsurveyed customers who indicate that they
would recommend a brand to friends." When acustomer
is satisfied with a product, he or she might recommend it
to friends, relatives andcolleagues. This can be a
powerful marketing advantage.) "Individuals who rate
theirsatisfaction level as '1,' by contrast, are unlikely to
return. Further, they can hurt the firm bymaking negative
comments about it to prospective customers. Willingness
to recommend is akey metric relating to customer
satisfaction."
In today’s world every organization needs to conduct an
effective program. Companies
conducts market research program in order to
communicate with the customers andidentify specific
requirements to meet the customers satisfaction and
improvement sales.
The reason of this project is to identify the customer’s
opinion on the sales service
s provided by the company and their satisfaction towards
the sales services.In order to ascertain the proper
meaning and impact of information furnished,
thestatements are required to be analyzed and
interpreted in a proper manner and findings ofthis
research will show how much satisfaction has been
provided to customers by RelianceJio Infocomm Ltd.
Background of the study
letrature review
Howard and ShethRust et.al ( 1969) define satisfaction
as the buyers cognitive state of being adequately or
inadequately rewarded for the sacrifice has
undergone. It has described to the status it as the
reason of successful business. The companies
while making strategies incorporate a strategy to
achieve customer satisfaction.
Hunt and Hung et.all (1977) as defined an evaluation
rendered that the consumption was at least as good as it
was supposed to be. To satisfaction is a kind of
stepping away from an experience and evaluating it.
Pleasurable experience that caused dissatisfaction
because even though it was pleasurable as it was
supposed to be.
Oliver (1981) as defined the summary psychological
state resulting the emotion surrounding discomfort
expectation is coupled with the consumers prior
feelings about the consumption experience. Customer
emotional response to the use of a product or service.
Customer satisfaction is typically defined as a post
consumption evaluative judgment concerning a specific
product or service
Tse and Wilton et.al (1988) define as the customer
response to the evaluation of the perceived discrepancy
between prior expectations and the actual
performance of the product or service as perceived
after its consumption.
Economic Times (2005) Indian mobile phone market is
set to surge ahead since urban India has a teledensity of
30 whereas rural India has a teledensity of 1.74. It
indicates that the market is on ascent, with more than
85000 villages yes it come under teleconnectivity.
Indian infrastructure Report (2005) explains India rapidly
expanding telecom sector is continuing to witness stiff
competition. Various telecom service basic, mobile,
internet, national long distance and international long
distance have been tremendous growth in year 2005 and
this growth trend promises to continue electronics and
home appliances business each of which are expected to
be $ 2.5 billion in revenue by that year.
Hypothesis
H1 : There is association between monthly income of
respondent and types of advertisement preferred.
H1 : There is significance difference between preference
of telecom operator and respondent age.
H1 : There is significance difference in satisfaction and
various services offered by JIO.
or
Abhishek Kumar Singh and Malhar Pangrikar (2013) did a
study titled "A Study Report, to Find out Market Potential
for 4G Businesses in Pune". The Report is all about "Study
of market potential for 4G business in pune" and also to
know about the customer perceptions and attitudes
towards their current service provider. Satisfaction level
of the customers was also judged. The customer
expectations were analyzed thoroughly. Major factors
considered in research are: what
are the needs of the companies based on the data
services usage. maior plaver in internet
services, and support to customers. The research was
conducted on companies manly from Industries like IT,
Education, Manufacturing and others which are located
in Pune city. It is clear from the survey done that Reliance
& Tata are Leading Internet service Provider; they are
providing products like Data Card, Broadband etc to the
corporate end users. Most of the companies are getting
internet speed form IMBPS-4MBPS. Most of the
companies are having good perception about 4 G and are
willing to switch to it from their current service provider.
Speed of 4G is around than 30 to 35 MBPS, is going to
boom the Market. Because majority of the companies
are facing Speed problem with their current ISP
4G spectrum is a research item for next-generation wide-
area cellular radio, which focuses on 4G technologies, 4G
networks and 4G systems. 4G technologies shall include
three basic areas of connectivity which are personal area
networking (such as Bluetooth), local high-speed access
points on the network such as wireless technologies and
cellular connectivity.
At the moment, many companies have established
projects for 4G systems developmet.
4G can provide services for a wide range of speed facility
that support global roaming and each company will be
able to interact with internet-based information and
available in every part of country.
In this Literature review. the consumer perceptions
about 4& services in Pune. The objectives o
the study was (1) to hind the most influencing factor in
selection of service provider, and (2) to
measure customer perception and satisfaction as regards
the 4G service provided. The study on a
4G indicated that some problems exist that deserve the
attention of the company. The company needs to bridge
the gap between the services promised and 4G services
offered. And to conclude,
"Delivering service without measuring the impact on the
customer is like driving a car without a windshield"
AA
At 4G, The Company have always sought to enhance
value for you as a customer by providing you the most
relevant and easy to use services through innovation and
by harnessing the latest developments in technology. In
line with this strategy, constantly introduced 4G
innovative services to suit customer unique needs and
wants. These 4G trends in the market and among
customers generate a demand for high speed and more
rapidly changing services and also expectation for a
different approach to technology development.
As well as imposing requirements in terms of 4G
technology development, trends such as mass
individualization call for a responsive answer to a sharply
increasing market demand. Successful growth and
diffusion of 4G services is focusing customer satisfaction
on how mobile relates to 4G networks.
Accordingly, it is necessary for company to review
current frameworks in those
instances where changes might impede the offering of
certain aspects.
Consumer perception about 4G much more volatile,
much less predictable and increasingly
concerned With instant gratitication. The expectation is
that in due course this trend towards
individualization will become a more important lactor in
the emerging markets too, particularly
in the every areas.In future, 40 services over mobile
networks and company need to reven
current regulatory frameworks to enhance innovation
and competition in the market of these
services
customer satisfaction is a measure of how 4G services
supplied by a company meet customer
expectation. In today's tough economic climate all
companies need to improve ethiciency and.
even in midsize firms that usually mean coordinating
large quantities of information. However, technology and
thinking has progressed and, many of user nowadays
using 4G services.
Customer satisfaction is defined as a customer's overall
evaluation of the performance of an offering to date.
This overall satistaction has a strong positive effect on
customer loyalty
intentions across a wide range of a service S
Many companies have been gaining rising popularity due
to the advances in 4G technologies and
the large increase in the number of its users. The
companies that expand beyond services and
develop a content distribution platform will win
customers s expectation. Companies couldnot follow
constant rules to be successful in potential markets.
There is not a list of actions that leadcompanies to more
pront or more customer satistaction. Because 40 services
are increasmgly
spread out all over India. And every customer are
preferred these 4G services.
This satisfaction has positive influences on retaining
customers among different variety of 4G services.
Satisfaction refers to achieving the things we want. If
satisfaction interprets as "not going wrong" the firm
should decrease complaint which by its own is not
sufficient. In order to
satisty customers, company should improve its 40
services. Customers with less expectation are more
satisfied, companies by adding innovative 4G features
would easily increase customer satisfaction. Customer
retention is directly ifluenced by customer satisfaction.
Retention is a
major challenge particularly in internet based services, as
customers can easily switch from one
serviCe to another at low cost. Customer satisfaction is
the key factor determining how
successiu the company wil be m competitive market.
therefore it is ver important to measure it.
To better manage customer satisfaction, company spend
millions on effectively tracking the methods that
guarantee customer satistaction, because the
quantitative measurement of customer
satisfaction is a great help for comprehensively
medsuring the effect of 46 on
satisfaction.
Customer satistaction, as we discussed before, has the
most important effect on customer
perception and in order to narrowing down we focus on
4& service as one o the customer
satisfaction's factors. The aim of the company is to find
the most important service dimensions that affect
customer satisfaction.
To have a thorough satisfaction firstly the company is
needed to bring satisfied customers which leads to loyal
customers and by preparing all this, good services would
be followed which influenced on Customer satisfaction
and make them loyal in future.
C. Methodology
Research Methodology is the process used to collect
information and data for the purpose of making business
decisions. The methodology may include
publicationresearch, interviews, surveys and other
research techniques, and could include both present and
historical information.It is well known fact that the most
important step in marketing research process isto define
the problem. Choose for investigation because a problem
well defined ishalf solved. That was the reason that at
most care was taken while definingvarious parameters of
the problem. A questionnaire was designed major
emphasisof which was gathering new ideas or insight so
as to determine and bind outsolution to the problems
 Objective of the study

1.To identify if the customer of Reliance Jio are satisfied

with Jio and its services.

2.To figure out possible improvement programs to

reduce dissatisfaction of theCustomers
Sources of Data
This research include gathering of both primary and
secondary data.Gathering of the primary data was done
through questionnaire by giving the prepared set
ofquestionnaires to the customers and secondary data
were taken from the recordsof the company, internet,
company website etc.
Instrument Used for Data Collection
The instrument used for collection of data were mainly
questionnaires, Internet(Company Websites).
Sample Size
This research was carried out in Mizoram, mainly Aizawl
and data from othercustomers who uses Jio 4G sim card
in their smartphones . Each customer was asked
abouthow they see Jio as compared with other
telecommunication companies and their feedback

24
was used as the conclusions for the feedback of the
whole Reliance Jio Infocomm Ltd. inAizawl.
Findings
The customers of Jio are mainly satisfied with the data
plan of Jio, and the different kind ofservices that it
provides such as free call and free sms. The customers
generally agrees thatthe launch of Jio in Aizawl has
change the price of recharging amounts of different
othercompanies as well. The main dissatisfaction point of
the customers is that the network of Jioinside Aizawl is
weak and is not that stable.
Conclusion
Reliance Jio Infocomm Ltd. Marketing strategies is one of
the best strategies that Aizawl hasever seen and the
customers of Jio are also satisfied about the price, the
data plans and thedifferent kinds of free services that it
provides as compared to other
telecommunicationscompany in Aizawl. The only thing
that Jio needs to fully satisfied their customer and the
people of Aizawl is to have a better and more stable
network.

25
Appendix
QUESTIONNAIRECUSTOMER SATISFACTION ON RELIANCE
JIO1.

How likely is it that you would recommend this company

to a friend or colleague? Not at all likely Extremely likely0
1 2 3 4 5 6 7 8 9 102.

Overall, how satisfied or dissatisfied are you with

Reliance Jio company?Very satisfiedSomewhat satisfied
Neither satisfied or dissatisfiedSomewhat
dissatisfiedVery dissatisfied3.
Which of the following words would you use to describe
Jio?ReliableHigh qualityUseful
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