SYNOPSIS

TITLE: “Consumer Behaviour towards JIO”

India is currently the world’s 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 India’s Gross Domestic Product (GDP), according to report prepared by

GSM 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. The government has enabled

easy market access to telecom equipment and a fair and proactive regulatory framework that has

ensured availability of telecom services to consumer at affordable prices. The deregulation of

Foreign Direct Investment (FDI) norms has made the sector one of the fastest growing and a top

five employment opportunity generator in the country. The Indian telecom sector is expected to

generate four million direct and indirect jobs over the next five years according to estimates by

Randstad India. The employment opportunities are expected to be created due to combination of

government’s efforts to increase penetration in rural areas and the rapid increase in smartphone

sales and rising internet usage. 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. 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 per cent between 2014 and 2017, according to research firm IDC. According to a

report by leading research firm Market Research Store, the Indian telecommunication services

market will likely grow by 10.3 per cent year-on-year to reach US$ 103.9 billion by 2020. - 2 -

According to the Ericsson Mobility Report India, smartphone subscriptions in India is expected to
increase four-fold to 810 million users by 2021, while the total smartphone traffic is expected to

grow seventeen-fold to 4.2 Exabyte’s (EB) per month by 2021. 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. India is expected to lead in the growth

of smartphone adoption globally with an estimated net addition of 350 million by year 2020. Total

number of smartphone shipments in India stood at 25.8 million units in the quarter ending

December 2016, and smartphone shipments during 2016 stood at 109.1 million units, up by 5.2

per cent year-on-year. Broadband services user-base in India is expected to grow to 250 million

connections by 2017. India will emerge as a leading player in the virtual world by having 700

million internet users of the 4.7 billion global users by 2025, as per a Microsoft report. With the

government’s favorable regulation policies and 4G services hitting the market, the Indian

telecommunication sector is expected to witness fast growth in the next few years. The

Government of India also plans to auction the 5G spectrum in bands like 3,300 MHz and 3,400

MHz to promote initiatives like Internet of Things (IOT), machine-to-machine communications,

instant high-definition video transfer as well as its Smart Cities initiative.

PURPOSE OF THE STUDY

The main purpose of the study is to know the extent to which jio is able to serve their customers.

Purpose determines our aim to know customer loyalty towards the jio products. By this we will be

able to analyze that jio is able to beat its competitors or not. The basic advantages and

disadvantages of jio over the telecom sector is analyzed and core competencies like customer

retention was the main motive behind the study. The purpose of research is to discover answers to

questions through the application of scientific procedures. The main aim of research is to find out

the truth which is hidden and which has not been discovered as yet. Though researcher study has
to its own specific purpose, we may think of research objectives as falling into a number of

following broad groupings.

RESEARCH OBJECTIVES OF THE STUDY

The objective of the study is to know the comparative measurement of customer perception

regarding the services of two major companies that are doing their business in New Delhi region.

These two companies are: -Reliance Jio & Airtel" Along with this I tried to find out the perceptions

of the customer of different Age Group & different Professions which are using the services of

these companies permanently are given below:

1. To gain an insight into Telecom sector.

2. To study the preference of consumer w.r.t telecom service provider.

3. To do a comparison of internet and talk time plans of major competitors in telecom industry.

SCOPE & LIMITATIONS

The scope of the study is to determine how satisfied customers are with Reliance JIO to determine

consumer opinions on the number, quality, complimentary services, prices, and other elements that

affect customers, as well as to analyse customer awareness.

Limitations of the study are:

➢ Customers are not aware of new plans (Jio/Airtel)

➢ Cost is the biggest factor in postpaid.

➢ Very few schemes are available in the prepaid plans (New Delhi).

➢ Low or weak signals.

➢ They take more time in connectivity.

plans and schemes.

➢ Low penetration rate among customers.

➢ Products and services available to the customers are expensive.

➢ Services provided by Jio/Airtel are not up to the mark.

➢ Unawareness to customers about the new plans of Jio/Airtel.

STATEMENT OF PROBLEMS

Although Reliance JIO Network provides services at a standard charge, it is still questionable

whether all of their consumers are completely satisfied. Even if clients use JIO services, it is highly

challenging to recommend any 4G data service as "The Best" service providers. If Reliance JIO is

unable to fully satisfy customers, It is very challenging to maintain their reputation in the organised

country, given their customers. Consequently, the study is being conducted in order to determine

the level of satisfaction of JIO network subscribers.

SOURCES OF DATA COLLECTION

To gather pertinent data for the research, both primary and secondary data are gathered.

Primary data: Using a, information was gathered from JIO users through questionnaire.

Secondary data: Information was gathered via reading pertinent publications, periodicals, and the

internet.

TECHNIQUE OF THE ANALYSIS

A questionnaire was developed to get the responses the sample would need to give in order to meet

the goal of the study. Pie charts and bar graphs are the instruments utilised for this purpose.
 PROPOSED STRUCTURE (DESIGN)

Research Design: Research is done to gather crucial data that aids in effectively resolving

specific issues. Enough pertinent data must be gathered in order to analyse customer satisfaction

with Reliance JIO sim cards.

Nature of study: The study is descriptive in nature.

Sample Design: A sample design is the framework, or road map, that guides the selection of a

survey sample and influences a number of other survey-related factors. The primary goal of

sample design is to identify demographic characteristics.

Convenience sampling, part of the Non-Probability Sampling approach, was utilized in the study.

CHAPTER SCHEME

Chapter No. 1: Research Methodology

An explanation of the project as a whole, outlining everything that has been accomplished and

what has been demonstrated by carrying out the project on this particular subject.

Chapter No. 2: Company Profile

A thorough explanation of how the organisation operates and the major objectives it has set for

its production.

Chapter No. 3: Subject Literature

A scholarly publication that provides the most recent research on a particular topic encompassing

actual facts as well as theoretical and procedural contribution to an area of study.

Chapter No. 4: Data Analysis and Interpretation

interpreted in a way that will allow the study to be conducted and the desired results to be

obtained.

Chapter No. 5 & 6: Findings and Suggestions & Conclusion

Announcing the project's final findings, indicating whether the anticipated results were obtained,

and outlining the primary causes for any discrepancies.