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TABLE OF CONTENTS
Chapter No. Particulars Page No.

1 Industry Analysis 10

1.1 Introduction of telecom Industry 10

1.2 Segmentation of telecom Industry 11

1.3 Telecom subscriber base expands substantially 12

1.4 Surging telecom revenue 12

1.5 Wireless segmentation dominates the market 13

1.6 National telecom policy 19

1.7 FDI in telecom Industry 19

1.8 Mobile number portability 20

1.9 Porter’s five forces model 21

1.10 Government policies 22

2 Company Profile 23

2.1 Introduction of Reliance JioInfocom 24

2.2 Vision 24

2.3 Mission 24

2.4 Operations 24

2.5 Technology 24

2.6 Products 24

2.7 Marketing 29

2.8 Pricing 29

2.9 Management Team 30

2.10 SWOT analysis 32

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2.11 CSR 34

2.12 Competitors 35

3 Tasks Accomplished During Internship 37

3.1 Internship dates 38

3.2 Description of Tasks Handled 38

3.3 Department 38

3.4 Reporting Head 38

3.5 My role 38

3.6 Week wise consolidation 38

3.7 About the Internship 39

3.8 Roles and responsibilities 39

3.9 Targets 39

3.10 Learnings 40

4 Analysis of the Research Undertaken 41

4.1 Statement of the problem 41

4.2 Objective of the research 41

4.3 Scope of the study 41

4.4 Significance of the study 41

4.5 Methodology 41

4.6 Analysis of the data 44

4.7 Findings 53

4.8 Suggestions 53

Annexure-I 54
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LIST OF FIGURES
Figure

4.1 Gender

4.2 Age

4.3 Occupation

4.4 Purpose

4.5 Acknowledge about the services

4.6 Product using

4.7 Satisfaction towards calling quality

4.8 Satisfaction towards network availability

4.9 Satisfaction towards data connection

4.10 Satisfaction towards price

4.11 Satisfaction towards customer service

4.12 Awareness about the future products

4.13 Suggestions by the customers for existing services

4.14 future expectation

4.15 Suggest to other

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EXECUTIVE SUMMARY
This report is about the Summer Internship Program with Reliance JioInfocom, Jodhpur. The
project assigned to me by the company was to understand the customer’s satisfaction level
towards services providing by Reliance Jio, Jodhpur. In this comprehensive report discussion
of the major aspect of the consumer’s satisfaction towards servicing providing at Jodhpur.

In this report, you will find the consumer’s different aspects and factors, which they are using
the services providing by Reliance JioInfocom. This report also attempts to shed light on
some of the reasons why more and more consumers are using the service.

To understand better about the consumer’s satisfaction levels, a survey was conducted on
different background of the people those who are using the services providing by Reliance
Jio. The survey included a questionnaire which asked the students on some specific questions,
whose answers were then recorded. This survey forms the analysis part of my research. It
gives an insight on the customer’s satisfaction level towards services providing by Reliance
Jio, Jodhpur.

The study helps to understand the current scenario of the company in all aspects at the time of
using the services. This report also covers the significance role of channel partner, who are
helping to get the consumers as well as helps in increasing the sales revenue of the company.

In the duration of the project, the analyses had it made it clear that the consumer’s satisfaction
level towards service providing by Reliance Jio is very import in every aspect. There were
some problems also in the job of store management.

In the end, the findings, conclusions and recommendations on the basis of the research are
given. And while being close to the conclusion of the project, the inferences drawn from the
analyses provided a good picture about the student satisfaction towards service providing by
Reliance JioInfocom.
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Chapter 1
Industry Analysis
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1.1 Introduction of telecom industry :

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.
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1.2 THE TELECOM MARKET SPLIT INTO THREE SEGMENTS
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1.3 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
India’s telephone subscriber base expanded at a
CAGR of 19.5 per cent to 1022.61 million over
FY07–16*Tele density (defined as the number
of telephone connections for every hundred
individuals) increased from 17.9 in FY07 to
80.98 in FY16*In September 2015, total
telephone subscription stood at 1022.61 million,
while tele density was at 80.98 percent.

1.4 SURGING TELECOM REVENUES BMI (Business Monitor International)

Report, TechSci Research, Internet Mobile

Indian telecom sector’s revenue grew 10.7 per cent

to USD71.2 billion in FY14 as compared to

USD64.3 billion in FY13. Wireless and

wireline revenue increased at a CAGR of 8.91
per cent to USD38.8 billion over FY06–14.
Revenues from the telecom equipment is
expected to be USD19 billion in FY15, which
is further expected to touch USD30 billion in
FY20.

Telecom Regulatory Authority of India, TechSci

Research Notes: CAGR - Compound Annual Growth
Rate, FY16*- Till September 2015
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1.5 WIRELESS SEGMENT DOMINATES THE MARKET

India’s telephone subscriber base reached 1022.61 million in September 2016. The wireless
segment (97.46 per cent of total telephone subscriptions) dominates the market, while the
wireline segment accounts for the rest. Urban
regions account for 58.58 per cent of
telecom subscriptions, while rural areas
constitute the remaining.

Telecom Regulatory Authority of India, TechSci

Research
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NOTABLE TRENDS IN THE INDIAN TELECOM SECTOR
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Telecom Regulatory Authority of India, TechSciResear Telecom Regulatory

 Incomes have risen at a brisk pace in India and will continue rising given the country’s
strong economic growth prospects.

 Nominal per capita income have recorded a CAGR of 8.87 per cent over 2000–15

 Increasing income has been a key determinant of demand growth in the

telecommunication sector in India

 The IMF estimates nominal per capita income to expand at a CAGR of 5.43 per cent over
2010–19

 Per capita income is expected to expand at a CAGR of 7.8 per cent for the period 2015-
19
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Telecom Regulatory Authority of India, TechSciResear Telecom Regulatory

 The emergence of an affluent middle class is triggering demand for the mobile and
internet segments

 A young, growing population is aiding this trend (especially demand for smart phones)
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INCREASING INTERNET REVENUES AND SUBSCRIPTIONS :

Telecom Regulatory Authority of India, TechSciResear Telecom Regulatory

 The Mobile Value Added Services (MVAS) industry is forecast to expand at a CAGR of
30.93 per cent to USD9.5 Billion by 2015 from USD1.1 billion in 2007
 The share of non-voice revenues, which currently stands at around 10 per cent of
telecom operators’ revenues, is estimated to rise to more than 30 per cent in the next five
to seven years
 A decline in the prices of smartphones and data subscription rates is likely to drive
demand for MVAS

STRONG POLICY SUPPORT CRUCIAL TO THE SECTOR’S DEVELOPMENT

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1.6 National telecom policy 2012 :

Telecom Regulatory Authority of India, TechSciResear Telecom Regulatory

1.7 Foreign investment flowing in :

Telecom Regulatory Authority of India, TechSciResear Telecom Regulatory

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 Cumulative FDI inflows into the telecom sector over April 2000–September 2015
amounted to USD17.71 billion
 During this period, FDI into the sector accounted for 7 per cent share of total FDI inflows
into the country till September 2015

1.8 Mobile number portability in India :

Telecom Regulatory Authority of India, TechSciResear Telecom Regulatory

 Mobile Number Portability (MNP) in India was introduced in November 2010

 MNP allows subscribers to change their mobile service provider while retaining
their old mobile number

 The portability service was made available for both postpaid and prepaid
customers as well as on both GSM and CDMA platforms

 The implementation of MNP has brought a slew of benefits for customers in terms
of better plans and offers

 MNP requests increased to 176.39 million at the end ofSeptember, 2015

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1.9 PORTER’S FIVE FORCES ANALYSIS

1) Competitive Rivalry
 Customers’ low switching
cost and price sensitivity are
increasing competition
among players
 High exit barriers are also
intensifying competition
 There are around 6 to 7
players in each region,
leading to intense
competition

2) Threat of New Entrants

 Strict government
regulations.
 Extremely high
infrastructure setup cost.
 Difficulty in achieving
economics of scale.
3) Substitute Products
 Hardly any threat of
substitute products as there
is no substitute available in
the market.
4) Bargaining Power of Suppliers
 High bargaining power of suppliers as there are just a few suppliers in the sector
 High cost of switching suppliers
5) Bargaining Power of Customers
 Low switching cost and mobile number portability give customers high bargaining
power.
 Customers are price sensitive.
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1.10Government Initiatives
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 Government of India has allocated Rs 10,000 crore (US$ 1.5 billion) for rolling out
optical fiber-based broadband network across 150,000 cumulative gram panchayats (GP)
and Rs 3,000 crore (US$ 450 million) for laying optical fiber cable (OFC) and procuring
equipment for the Network For Spectrum (NFS) project in 2017-18.
 The Ministry of Communications & Information Technology has launched Twitter Sewa,
an online communications platform for registration and resolution of user complaints in
the telecommunications and postal sectors.
 The TRAI has released a consultation paper, which aims to offer consumers free Internet
services within the net neutrality framework, and has proposed three models free data
delivery to customers without violating the regulations.
 The Government of India has liberalized the payment terms for spectrum auctions by
allowing two options of payments to telecom companies for acquiring the right to use
spectrum, which include upfront payment and payment in instalments.
 The Department of Telecommunications (DoT) has amended the Unified License for
telecom operations, which will allow sharing of active telecom infrastructure like
antenna, feeder cable, and transmission systems between operators, thereby lowering the
costs of operations and leading to faster rollout of networks.
 The TRAI has recommended a Public-Private Partnership (PPP) model for BharatNet, the
central government’s ambitious project to set up a broadband network in rural India, and
has envisaged central and state governments to become the main clients in this project.
 The Ministry of Skill Development and Entrepreneurship (MSDE) signed a
Memorandum of Understanding (MoU) with DoT to develop and implement National
Action Plan for Skill Development in Telecom Sector, with an objective of fulfilling
skilled labor requirement and providing employment and entrepreneurship opportunities
in the sector.
 The 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.
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Chapter – 2
Company Analysis
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Chapter-2 Company Analysis ofReliance Jio.

2.1 Introduction

Reliance Jioinfocom limited is LTE mobile network operator in India. It is a wholly owned
subsidiary company of Reliance Industries. The headquarter of Reliance Jio is in Navi Mumbai,
Maharashtra. Jio provides wireless 4G LTE service network (without 2G/3G- based services)
and this is only ‘VoLTE’ (Voice over LTE) operation in country.

The services were first beta-launched to Jio’s partners and employees on 27 th December 2015,
on the eve of 83rd birth anniversary of late DhirubhaiAmbani, the founder of Reliance industries.
In addition, the services were commercially launched on 5th September 2016.

After a month of being commercially launched Jio announced that, it acquired 16 million
subscribers. This is the fastest ramp-up by any mobile network anywhere in the world. Jio
crossed 50 million connections after 83 days of being launched. On 22 nd February 2016, it
crossed around 100 million connections.

2.2 Vision: Reliance Jio's vision for India: Broadband will no longer be a luxury.

2.3 Mission: to realize digital India vision, ensure Indians have highest quality and quantity data
access at majority affordable prices.

2.4 Operations:

Jio owns spectrum over 22 cities and total of 2,300 MHz Pan India. It is valid until 2035.

2.5 Technology :. Jio provides wireless 4G LTE service network (without 2G/3G- based
services) and this is only ‘VoLTE’ (Voice over LTE) operation in country.
2.6 Products of Jio:

2.6.1 LYF smartphones

Lyf is Reliance Retail's brand of

smartphones that was launched in India in
2016 and now these phones are available
with free Reliance Jio SIM and its
preview offer. Lyf phones come
preloaded with Reliance Jio apps like my
Jio, Jio express news, Jio chat, Jionet
Hotspot, and others. All Lyf smartphones
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launched as of 2016 run Google's Android operating system. The company launched
smartphones under four sub-brands - Earth, Water, Wind, and Flame. Lyf's latest mobile
launch is the C459. The smartphone was launched in July 2017.
2.6.2 JionetWiFi

LYF-powered JioFi is a portable

broadband device brought to you by
Reliance Digital. JioFi device allows
multiple users and mobile devices to
access Jio's 4G high-speed
internet connectivity and create a personal
Wi-Fi hotspot. The LYF-powered JioFi
device can connect a minimum of 10
devices + 1 USB connection, with some
models having the ability to support many
more connections.

2.6.3 Jio apps (My jio, Jio TV, JioCinema, JioChatMesssenger, JioMusic, Jio4Gvoice,
JioMags, JioXpressNews, JioSecurity, JioDrive, JioMoney wallet, JioSwitch) .

Reliance ‘Jio Welcome Offer’

also entitles users access to a
wide suite of Jio apps, which
offers access to on-demand
music, video, chat to name a
few.

2.6.3.1 My Jio App.

MyJio: As the name implies, MyJio app will serve as the hub for all
your mobile activity with Jio SIM. Like MyVodafone and MyAirtel
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apps, MyJio will show users their balance and validity for data, calling and SMS packs.
The app can also be used to check usage and generate detailed account statements for up
to 6 months. The app also serves as one-stop shop for locating JioNet hotspots, where
you can access free WiFi from your WiFi balance.

2.6.3.2 Jio Chat App.

JioChat: You guessed it right – this is the WhatsApp clone in Jio
App suite. JioChat is Reliance’s implementation of a messaging app.
The app though new is rich with features. Of course, it offers one-
on-one messaging but also adds features like voice calling and video
calling. With Jio’s focus completely on 4G data usage, Reliance
would want its users to skip traditional communication methods and
use JioChat for all sorts of messaging and calling.
2.6.3.3 Jio Music
JioMusic: The app is an implementation similar to Apple Music,
Wynk Music, Saavn, Gaana and others. The app offers millions of HD
songs in over 20 languages. JioMusic users can download the songs for
offline access with access to personalised recommendations.

2.6.3.4 Jio Money App

JioMoney: The app is similar to Apple Pay and Google
Pay, for making and receiving payments. It is unclear
whether Reliance plans to expand the service as an NFC
payment gateway. It could also be a counter to the likes
of PayTM and FreCharge.

2.6.3.5 JioTv App.

JioTV: The app offers instant access to TV programmes with a wide
range of TV channels across languages and genres. It offers live TV
pause and play feature and currently has access to 300+ channels.
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2.6.3.6 Jio drive App.

JioDrive: This Jio branded app offers cloud storage on the go with Jio
account. The only service also accessible from desktop offers storage
solution when you run out of memory on your smartphone with just
16GB storage. It has auto-upload and sharing features like Google Drive
but it is unclear how much storage Reliance offers for free.

2.6.3.7 Jio Magazines App.

JioMagazines :The No.1 Magazine app in India with the majority
Premium and Popular Magazines. Carry your personal library with
you and read from more than 500 titles across 15+ categories. With
JioMags there is always more to read.

2.6.3.8 Jio Security App.

JioSecurity : Contacts. Email. Bank Info. Passwords. Personal
Messages. You store lots of important stuff on your mobile device.
Protect it with Jio Security. It’sAnti Virus and award winning App
Advisor powered by Norton Mobile Insights protect you and your
device 24x7.

2.6.3.9 JioXpress News App.

JioXpressNews :Jio Xpress News is a news app giving you access to

500+ Newspapers, News channels, Magazines, famous Blogs, and
News websites from India and across the world. Trending and Latest
News – Read news that is Trending everywhere and Get to know of
the Latest happenings instantly.
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2.6.9.10JioCenima App.

JioCinema is an ondemand video library from Reliance

JioInfocomm Ltd. We have over 1 lakh+ hours of exciting
content: movies, TV Shows, music videos, clips, trailers for our
viewers. Download and watch the latest TV serials, movies, music
videos, short videos on your Android device! Watch back to back
episodes of your favorite shows, movies, international music
videos, interesting short clips and more.

2.6.9.11 Jio Net App.

 JioNet : lets you stay connected at thousands of hotspots across

the country, and you’ll never stress about data limits or speed
again. You no longer need to login to any JioNet hotspot, there is
no need to accept terms and conditions every time you connect to
a hotspot. Simply install JioNet app and forget about every hassle.

2.6.9.12 Jio4GVoice App.

Jio4GVoice : (earlier JioJoin) from Reliance JioInfocomm Ltd

now comes in a brand new avatar. Did you know that your
regular smartphone is capable of giving you a crystal clear
voice and video calling experience? Jio4GVoice enhances your
non-VoLTE 4G phone with VoLTE capabilities. You can now
use your non-VoLTE smart phone to make HD voice and video
calls to any landline or mobile number anywhere in the world.
You can also use these VoLTE features on your existing 2G/3G
smartphones via JioFi.
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2.7 Marketing: Reliance Jio expected to get 80million subscribers by March 2018, with one of
the half churning out of the top three operators according to Jan, 11th report by CLSA.

2.8 Pricing:Jio 4G data services are not intended to lure only the high-end customers but also
focus on the low to min range segments. These sections of the market are being targeted by
offering all the services at reasonable price.

2.9 Management Team:

2.9.1 ShailendraNath Sharma:

Former CEO of DEN Networks Ltd.

(MBA from Kurukshetra University)

2.9.2 Sanjay U. Mashruwala:

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Managing Director and Director

(M.E. from the university of Texas)

2.9.3Mathew Oommen:

President of Network, Global Strategy, and Service Development

(Master's DegreeOklahoma State University)

2.9.4Sunil Dutt

President of Devices Business

(Punjab University)

2.9.5 AshirwadTillu

Senior Vice President

(MTec. IIT Bombay)

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2.10

2.10
SWOT Analysis :

.1 Strengths

2.10.1.1 Low tariff: - Company has launched its 4G service with highly competitive or

rather very low tariff. Company has strong financial capacity to withstand initial losses  

2.10.1.2

2.10.1.3
Very wide network:-Company has created wide national network with a huge

investment of around $20 billon. The company has used latest technology and hence

capable to give quality service.

Brand Name: - Brand Value of company is very high.

2.10.2 Weaknesses

2.10.2.1 Late entry into telecommunication sector: - The telecom sector had

grown exponentially in its initial phases, which started around two decades
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earlier. Presently market has seen only modest growth and it has become highly

competitive due to entry big players such as Vodafone, Idea etc.

2.10.2.2 Operation of Mobile Number Portability Still not smooth: Nowadays

mobile number has become identity of a person and hence it is difficult for

anyone to change his mobile number. MNP takes many days for its

implementation and it is hard to manage this transition period. MNP is crucial

for Jio as a large number of customer is expected through migration from

existing service providers.

2.10.2.3 Highly dependent upon data consumption: As per the current trend,

around 60 to 70 percent of revenue comes from voice calling and hence there is

a huge potential loss for making voice calling free. This loss can be offset only

when consumption of data increases manifold.

2.10.1.3 Opportunities

2.10.3.1 Large scale availability of smart phones: In last 2 decades the number

of people using Smartphone has increased manifolds. If company is able to

provide quality service at competitive rate it can quickly grab large number of

customers.

2.10.3.2 Increasing rate of data consumption: In its earlier phasealmajority

entire revenue of the mobile service provider was from voice calling.

However since last two years the proportion of revenue from data users is

increasing exponentially which has resulted in almajority 30-40% of the total

revenue. Lower data tariff may further increase data consumption and thus

contribute more to the revenue of company.

2.10.3.3 International market: There is huge opportunity in many developing

countries

2.10.4 Threats
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2.10.4.1 Saturated market: The initial phase of rapid increase in subscriber is

now over. A new entrant like Jio needs a large customer base to cross

breakeven point.

2.10.4.2 Highly competitive market: After the entry of big players like Vodafone,

Idea etc. the market has become highly competitive.

2.10.4.3 Changing Government Policy: The changing government policy like

cancelling of 2G licenses ,imposition of tax with retrospective effect(on

Vodafone), refund for call drop etc., has created uncertainty in the market

causing adverse impact on the investment sentiment.

2.10.4.4 Rapid upgradation in Technology: From  2G to 3G and 3G to 4G

changes have occurred in very short span of time. Even next generation 5G is

approaching shortly. Each upgradation requires huge investment and  it is not

possible to remain in market without it.

2.11 Reliance Foundation (CSR)

Reliance has always made sustainable development the cornerstone of its business
strategy to achieve sustainable and profitable growth, creating in its wake thriving
eco-systems around all its businesses. To provide impetus to various philanthropic
initiatives of RIL, Reliance Foundation (RF) was set up in 2010 as an expression of
its vision towards sustainable growth in India.
India is a nation of a billion dreams, a billion aspirations and above all great
opportunities. To turn these dreams into reality, especially for the vulnerable sections
of the society, Reliance Foundation has taken the path of inclusive development to
address their basic needs. Reliance Foundation has cumulatively touched the lives of
4 million people in over 5000 villages and various urban locations.Reliance
foundation is working in different sectors of society as per the CSR activity, which
are as follows:

2.11.1 Community Infrastructure & Environment: A large number of

initiatives are focused on developing community infrastructure and
protecting the environment. Reliance has developed infrastructure for
water conservation and constructed community halls, schools, and health
centers in various locations. Some of Reliance's initiatives to promote
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environment protection include investing in renewable energy sources,

promoting green plantations and spreading environmental awareness.
2.11.2 Education & Skill Enhancement: Reliance supports local schools with
logistical and financial support, capacity building of teachers and
infrastructure development. Reliance also organizes skill development and
income-generating programs for local communities. Assistance is also
given to such communities by helping them to start Self Help Groups and
empowering them with marketing knowhow. Some of their schemes
named as reliance community development programs, project Jagruti,
reliance DhirubhaiAmbaniprotsaham scheme etc.
2.11.3 Community Healthcare: Reliance provides affordable curative and
preventive healthcare services to the community through various
healthcare programs. It has constructed health centers, operates mobile
medical clinics and emergency ambulance services, and conducts various
camps on health awareness. Reliance is also focusing on specific areas like
addressing maternal mortality and providing support to patients suffering
from chronic ailments such as AIDS and TB.

2.12 Competitors:
2.12.1 Airtel :Airtel has a Rs 1495 plan that gives
users 30GB of data for 3 months, effectively
giving users 10GB of data at 500 rupees per
month. A Jio Prime user in the same time
frame will get 90GB of data for Rs 909. The
only advantage that the Airtel offer has is the
fact that Jio has a 1GB per day fair usage cap after which the speed gets reduced to
128kb/s while an Airtel customer can choose to use as much of their free data in one day.
Airtel has also introduced two unlimited voice calling packs at Rs 145 and Rs 345. The
former offers unlimited Airtel to Airtel voice calls along with 300MB of 4G data while
the latter offers unlimited local/STD calls to all operators and 1GB of 4G data. Both plans
have a validity of 28 days.
2.12.2 Vodafone :Vodafone has a Rs 297 plan which gives a
user 4GB of 3G data with a validity of 28 days. Similar to
Airtel, Vodafone also offers two free voice calling
plans. The first, at Rs 149 offers unlimited Vodafone to
Vodafone voice calls along with 300MB of 4G data.
The second, at Rs 349, offers unlimited local/STD calls to
any operator along with a gigabyte of free 4G data. Both
plans have a validity of 28 days.
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2.12.3 Idea :For Rs 297, Idea customers can get 3GB of data with a validity of 28 days. Idea
also has two voice calling plans. The cheaper plan gives
300MB of 4G data along with unlimited Idea to Idea calls
at Rs 149 while the more expensive plan offers 1GB of
4G data alongside unlimited local/STD calls to any
operator at Rs 348.
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Chapter - 3 TASKS
ACCOMPLISHED
DURING
INTERNSHIP

Chapter: 3TASKS ACCOMPLISHED DURING INTERNSHIP

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1.
2.
3.
3.1. Internship Dates – 3rd April 2017- 3rd June 2017

3.2. Brief Introduction of Tasks Handled in internship

I started my internship as a sales person. My primary job was available in the store and
handling the store operations, for examples selling the new sim cards, providing the
information about the products and plans, handling the quarries and report to the area sales
manager about the stock. Every week I should report to the head office about the selling and
available stock of products. During my internship, I was travelled across the cities like Pali,
Jalore and Jaipur. I should collect the information about the stocks availability and deliver
the required stock of products. During the summer internship period, I got a chance to attend
the seminar about sales promotion and customer satisfaction in Jiapur. I used to send daily
sales report to our area sales manager. I used to coordinate with top and middle level
management.

1.
2.
3.
3.1.
3.2.
3.3. Department:
I worked in sales department which has an area sales managers and two other interns along
with me.

3.4. Reporting head: City head (Manish Dave)

3.5. My Role: Sales Intern

3.6. Week wise Consolidation

 35

3.6.1 Week 1 :

First day of my organization, basically was into training and pitching about
03-04-2017
the product.

Training Day-2 Basically was into the creation of excel sheets and also
04-04-2017
about the product delivery services and features were explained.

05-04-2017 Went with Area sales manager to visit the store where the work done.

06-04-2017 Went with the sales executive to learn selling process.

07-04-2017 Started work in the store and learn about the reporting software.

Collecting all the stocks available in the stores and report to area manager
08-04-2017
and visit the head office with the data.

1.
2.
1.
2.
3.
3.1.
3.2.
3.3.
3.4.
 36

3.5.
3.6.
3.7. About Internship: When I joined the organization there were seven stores in the city. I
supposed to work within the city but that time other two small cities are added in my
territory. So I should also coordinate with them. During the period of internship I was
travelled the both cities. And make the contact with the store managers and get relevant
data. I was the responsible for three cities stores. I was monitor the sales operations and
report to the city head and head office.

3.8. Roles and resposiblities:

3.8.1 Main responsibility was sale the product and handling the quarries.
3.8.2 Collection of the sales data from the stores of my tertiary.
3.8.3 Need to send weekly report to the head office.

3.9 Targets:

A certain no. of products required to sell in a week and maintain the store stock, was
instructed by the seniors. We are successfully meet the targets and accomplish the tasks.

3.10 Learnings :

3.10.1 Handling the quarries was the challenging the task because it requires the patients.
I learnt to be calm and resolve the problems.
3.10.2 The sales was another difficult work because majority of the work was paperless,
it was taken some time to handle the application and I learned.
3.10.3 I learn the style of communication with superior and the subordinate.
37
 38

Chapter – 4
Business Research
 39

4 Research Design:
4.1 Statement of the problem:

The basic problem of this particular research to be conducted is, the customer satisfaction after
using the Jio, this research is carried mainly to focus on the existing customer and there
satisfaction. Service industry is a large chunk so we cannot give 100 percent assurance to the
service we provide all the time. So rectify the minor problems which may happen after the
purchase, these thing are being critically analysed with the help of the questionnaire.

4.2Objectives of research problem:

 To understand the Satisfaction level of the customer using Reliance Jio

 To determine the future expectation towards services provide by Reliance Jio.
 To analyse demographic factors of Reliance Jio users.
 To determine the performance of the services provided by Reliance Jio.

4.3 Scope of the study:

This is an initiative in order to connect with people who are related to the organisation i.e.
Customers. The organisation had difficulties to connect with the people related to the problems
which the clients face so the research is based on the satisfaction level of the customers and there
feedback being recorded for the improvement of the service and the company.

4.4Significance of the study:

This study is conducted to analyse the effectiveness of Customer satisfaction with reference to
Cluster Sampling. A study like this can attempt to guide the future plan for organization which
will lead to the growth of the company and the increase of market share

4.5 Methodology:

4.5.1 Sampling Procedure:

 Sample Size: 48

 Type of research :Descriptive Research

4.5.2 Descriptive Research: The type of research technique used is descriptive as the data is
collected from wide range of customers who are located in different locations of the city. The
data is said to be very intensive as the data analysis and research have been done in depth.

 Sampling Technique:
 40

The sampling techniques used in this project is Convenience sampling.

 Sampling Area: Jodhpur, Rajasthan

4.5.4 Source of data collection:

 Primary data:
Primary data is collected from existing and prospective customers by:

a. Questionnaire:
A well-structured questionnaire was used as a tool for asking a set of standardized
questions to know the effectiveness of different channels of marketing for their response.
The data was collected by continuous field survey during the internship period.

b. Interview:
The next step involved in collecting primary information was done by discussion with
people. Thus valuable information was gathered through informal friendly talks with the
people.
 41

4.6 ANALYSIS OF DATA:

Gender:

Interpretation As per the research 57.6% of users are male and 42.4% are female.

Inference :: From the given data we can analyze that majority of the people using the services
providing by the Reliance Jio are male.

Age:
 42

Interpretation . As per the data found that 84.80% of users are lay in the age scale between 21-
30 years, and other 15.20% users lay in the age group of 31-40 years. That indicate that the users
of Reliance Jio are majority of the young generation.
Inference :: As per the research the age of the users of the services providing by the Reliance
Jio. The data shows that majority of the users are the youth

Profession :

Interpretation :From the above chart it can be interpreted that the research on the effectiveness
of different customers to ask about their profession, by seeing the response we can say that more
than 87 % people have responded were the students though 12.9% people are working person so
we should work on student oriented plans and schemes.

From the above chart it can be interpreted that the research on the effectiveness of different
customers to ask about their profession, by seeing the response we can say that more than 87 %
people have responded were the students though 12.9% people are working person so we should
work on student oriented plans and schemes.

Inference : As per the research we find out majority of the Reliance Jio user are the students as
per the profession then the working professional.

2. Purpose of using:

Some of the important answers are respond by the people

 43

I. Availability of good plan

II. Travelling a lot, has network issues in transit.
III. Price factor
IV. Using for study.

Reasons Responses Percentage

Study 21 42%

Price 8 16%

Traveling 9 18% Interpretation :

Network 12 24% From the above

table it is observed
that 42% of the respondents are using the service for study purpose, 16% of the respondents are
using for efficient price factor, 18% of the respondents are using because they are travelling
around, and 24% of the respondents are using because they have poor network quality on other
service providers.

Inference : As per the research majority of the Reliance Jio users are using the service for the
purpose of the study.

3. Acknowledge about the services.

 44

Interpretation :

From the above pie chart it is Interpretation that 74.2% of the respondents are aware about the
service by internet, 16.2% of the respondents are aware about the service by TV/Radio, 3.2% of
the respondents are aware about the service by their friends, and 6.5% of the respondents are
through newspaper.

Inference : As per the research majority of the Reliance Jio users are aware about the services
through the Internet.

5.Product using

Interpretation : As per the diagram we should get affair idea that people using sim card more
than the Jiofy. So we should modify the plans and advertise it more to improve the selling.

Inference : As per the study done majority of the Reliance Jio users are using the simcard.

6. Satisfaction towards calling quality. Satisfaction level Percentage

Very Satisfied 25%

Satisfied 22%

Neutral 29%

Unsatisfied 19%

Very Unsatisfied 5%
 45

Interpretation : As per the above diagram 25%, people are very satisfied with the quality of
the call, 22% respondents are satisfied, 29% respondents are neutral, 19 % respondents are not
satisfied, 5% respondents are unsatisfied, so we should work on the maintain the calling quality
standard and improve the calling quality standard.

Inference : As per the study done,majority of the Reliance Jio users are neutral as per
satisfaction level of the calling quality.

7. Satisfaction towards network availability.

Satisfaction level Percentage

Very Satisfied 9%

Satisfied 51%

Neutral 22%

Unsatisfied 19%

Very Unsatisfied Nill

Interpretation : As per above diagram 9% are very satisfied with the network availability, 51%
respondents are satisfied, 22% respondents are neutral, 19% are unsatisfied, and nobody is very
unsatisfied so we should less work on network but we should maintain this position.

Inference : As per the researchmajority of the Reliance Jio users are satisfied as per satisfaction
level of the network availability.
 46

8. Satisfaction towards data connection.

Satisfaction level Percentage

Very Satisfied 19%

Satisfied 54%

Neutral 6%

Unsatisfied 16%

Very Unsatisfied 5%

Interpretation : As per above diagram 19% are very satisfied with the data connection, 54%
respondents are satisfied, 6% respondents are neutral, 16% are unsatisfied, 5% are very
unsatisfied so we should less work on network but we should maintain this position.

Inference : As per the study done majority of the Reliance Jio users are satisfied as per
satisfaction level of the data connection.

9. Satisfaction towards price.

Satisfaction level Percentage

Very Satisfied 48%

Satisfied 29%

Neutral 16%

Unsatisfied 6%

Very Unsatisfied 1%
 47

Interpretation : AS per above diagram 48% are very satisfied with the price factor, 29%
respondents are satisfied, 16% respondents are neutral, 6% are unsatisfied, 1% are very
unsatisfied so we should more work on price factor and we should maintain this as an strength.

Inference : As per the study done majority of the Reliance Jio users are very satisfied as per
satisfaction level of the price.

Satisfaction level Percentage

10. Satisfaction towards customer service. Very Satisfied 22%

Satisfied 29%

Neutral 32%

Unsatisfied 9%

Very Unsatisfied 8%

Interpretation : As per above diagram 22% are very satisfied with the customer service, 29%
respondents are satisfied, 32% respondents are neutral, 9% are unsatisfied, 8% are very
unsatisfied so we should but we should work on customer service and retain the existing
customers.

Inference : As per the study done majority of the Reliance Jio users are neutral as per
satisfaction level of the customer service.
 48

11. Awareness about the future products of Reliance Jio

Interpretation : As per the available data 38.7% of the respondent know about the future
product, 41.9% not know, 19.4% are doubtful about the product. So as per the analysis we find
out people are engage with us and waiting for the future products.

Inference : As per the study done majority of the Reliance Jio users are unaware about the future
products of Reliance Jio.

12. Suggestions by the customers for existing services of Reliance Jio.

I. Maintain the plans and network quality.

II. Increase the reachability towards the remote areas.
III. Make prime with low subscription fee and have plans suitable to usage.
IV. Improve the calling quality.

13. Future expectation from Jio.

I. Good service and better plans.

II. It should be customer friendly.
III. Plans should be affordable for all the classes of people.
IV. Strong Network Availability at each and every places of india , better calling quality,
reasonable prices, and have a good company growth.
V. It should improve the network service data service and make it more reliable.
 49

4.7Findings :

 As per the above research done majority of the Reliance Jio customers are male.
 Research done majority of the Reliance Jio customers are 21-30 years old.
 Above research done majority of the Reliance Jio customers are students.
 As per the above research done majority of the Reliance Jio customers are using the
service for the purpose of the study.
 Majority of the Reliance Jio customers are aware about the services through the Internet.
 As per the above research done majority of the Reliance Jio customers are using the
simcard.
 Majority of the Reliance Jio customers are satisfied as per satisfaction level of the
network availability.
 As per the above research done majority of the Reliance Jio customers are are neutral as
per satisfaction level of the calling quality.
 Reliance Jio customers are satisfied as per satisfaction level of the data connection.
 Research done majority of the Reliance Jio customers are very satisfied as per
satisfaction level of the price.
 As per the above research done majority of the Reliance Jio customers are neutral as per
satisfaction level of the customer service.
 As per the above research done majority of the Reliance Jio customers are unaware about
the future products of Reliance Jio.

4.8 Suggestions :

 To launch special schemes for the students

 To maintain price level customer friendly.
 To build customer friendly services.
 To work on customer care services.
 To provide the services in remote areas.
 To provide services as per the customer expectation.
50
 51

Annexure-I

A study of customer satisfaction of services provide by Reliance Jio

Research Objectives:

1. To determine the satisfaction level of existing customers.

 52

2. To determine the future expectation towards services provide by Reliance Jio.

3. To study of demographic factors of Reliance Jio users.
4. To determine the performance of the services.

1. Name ……………………………………….

2. Email ID ……………………………………………………………………

3. Phone No. …………………………………..

4. Gender

I. Male
II. Female
5. Age
I. Less than 20
II. 21-30
III. 31-40
IV. 41-50
V. 50 and above

6. What is your profession ?

i) Student
ii) Working professional
iii) Business personal
iv) Other (then mention)………………………

7. Are you using Reliance Jio?

i) Yes

ii) No

8. If Yes /No, then why?

………………………………………………………………………………………………
………………………………………………………………………………………………
………………………………………………………………………………………………
…………
 53

9. Which product do you use?

i) Sim card
ii) Jiofi

10. Rank the following options from 1 to 5. There 1 (highest) and 5 (least).

i) Service
ii) Plans
iii) Quality
iv) Network
v) Data speed

11. Reason for the rank 1st

………………………………………………………………………………………………
………………………………………………………………………………………………
………………………………………………………………………………………………
…………

12. Reason for the rank 5th

………………………………………………………………………………………………
………………………………………………………………………………………………
………………………………………………………………………………………………
…………

13. Mark the raw opposite the column.

Very Satisfied Neutral Unsatisfied Very

Satisfied Unsatisfied
 54

1) Calling quality

2) Network availability

3) Data connection

4) Price

5) Availability

6) Customer service

14. How do you know about the product ?

i) Newspaper

ii) Internet

iii) Tv/Radio

iv) Other (specify) ……………..

15. Provide any suggestions for existing service providing by Reliance Jio.
………………………………………………………………………………………………
………………………………………………………………………………………………

16. Are you aware about the future products and services that will be launching soon?

i) Yes

ii) No

17. What are your expectations, about the future products and services that will be provide by
Reliance Jio ?
………………………………………………………………………………………………
……………………………………………………………………………………

Bibliography:
a. TARI website www.tari.in
b. Reliance Jio official website www.jio.com
 55

c. Reliance official website www.ril.com

d. Times of India journals.
e. Free press journal.
f. IIM – Rohtak journal.
g. www.iimidr.ac.in
h. gadgets.ndtv.com/tags/reliance-jio/articles
i. economictimes.indiatimes.com/topic/Reliance-Jio
j. indianexpress.com/about/reliance-jio/
k. www.business-standard.com/topic/reliance-jio-16
l. www.thehindu.com/business/reliance-jio-admits-to-systems.
m. www.moneycontrol.com › NEWS › BUSINESS