A STUDY ON CUSTOMER SATISFACTION OF JIO SERVICES IN TIRUPATI CITY, A.P.
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Mukt Shabd Journal Issn No : 2347-3150
A STUDY ON CUSTOMER SATISFACTION OF JIO SERVICES IN
TIRUPATI CITY, A.P.
Dr. P. VENU GOPAL, M.Com, MBA, Ph.D.
Asst. Professor of Commerce
Govt. Degree & PG College
Puttur Town, Chittoor Dist, A.P. 517583
venu.sebi@gmail.com, Mobile: 9393887222
Introduction
Throughout the world telecom sector is one of the prevalent sectors. Study states that
India would be a speedily escalating hub for internet users, with market expected to be $9 billion
by 2020 (Deloitte, 2017). Indian telecom sector is becoming backbone for fast growing Indian
economic of this decade. JIO came up in Indian telecom sector with a idea to make huge
revenue by providing quality service at a very cheaper rate. It came with advantage of first
biggest 4g network coverage across all 22 telecom circles in India (Jai Bhatia, 2016)
According to Paulasset, 2016 reliance JIO is working according to Indian market; it gives
best quality services at much less price. Reliance JIO also giving challenge to more than 30
businesses because it also enters in other service sector related to telecom sector.
Objectives of the study
1. To know the awareness of customers about JIO network
2. To identify the customer satisfaction level towards reliance JIO sim
3. To give findings and suggestions.
4. To identify the reason to buy the reliance JIO sim
Research methodology
Sample size
The total sample respondent was random basis. The sample size was 200 people through the
questionnaire method.
Collection of data
One of the important tools for conduction market research is that availability of necessary and
useful data. Date collection is more of an art than a science. The methods of marketing research
are in a way the methods of data collection. The sources of information fall under two categories.
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Primary Data
The data collected for a purpose in original and for the first time is known as primary data. The
researches collect this data to study a particular problem. Here the primary data is data collected
through questionnaire by directly meeting the customers.
Secondary Data
The data, which is collected from the published sources i.e., not originally collected of the first
prime is called secondary data. Here the secondary data is data collected from the company’s
brochures, pamphlets, catalogues and the website.
Area of Study
This study is based on the data collected from customers’ satisfaction in Tirupati City.
Company Profile of JIO
In June 2010, reliance industries bought a 96% stake in INFOTEL broadband services limited
(IBSL) for 4,800cr. Although unlisted, IBSL was the only firm to win broadband spectrum in all
22 zones in India in the 4g auction that took place earlier that year. Later continuing as RIL’s
telecom subsidiary, INFOTEL broadband services limited was renamed as reliance JIO
INFOCOMM limited (RJIL) in January 2013. The services were first beta-launched to JIO’s
partners and employees on 27 December 2015 on the eve of 83rd birth anniversary of late
Dhirubhai Ambani, Founder of reliance industries and later services were commercially launched
on 5th September 2016. This service was first launched with a trial version i.e., free voice calls,
messages, 4g internet from 5thSeptember 2016 to 31st December 2016. And later JIO has
extended its services from 1st January 2017 to 31st march 2017 as happy New Year offer with
free messages, voice calls and 1GB 4g data every day.
Reliance JIO Vision
The best quality broadband network with the highest capacity;
A world of affordable, cutting-edge devices;
Compelling applications and content;
Superior digital service experiences;
Affordable and simple tariffs.
Reliance JIO Market Strategy
Digital solution for education, healthcare, entertainment and entrepreneurship.
Vo-let technology with more features
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Digital currency
Cloud storage with JIO drive.
DATA ANALYSIS AND INTERPRETATION
Table: 1. Using the reliance JIO of the respondents
Particulars Frequency Percent%
Yes 180 90.0
No 20 10.0
Total 100 100.0
Source: primary data.
Interpretation
The above table shows that out of total respondents taken for the study, 90% of the respondents
using mobile phone, 10% of the respondents are did not using mobile. Majority of the
respondents are under the category of persons using mobile phone.
Table: 2. Distribution of respondents based on Gender, age, educational qualifications and
occupation
Demographics Variables Frequency Percentage%
Gender Male 140 70.0
Female 60 30.0
Age 15-25 120 60.0
26-35 40 20.0
36-45 30 15.0
46-60 10 5.0
Education Intermediate 14 7.0
Graduate 120 60.0
Post graduate 62 31.0
Others 04 2.0
Occupation Student 130 65.0
Self-employed 20 10.0
Employee 40 20.0
Others 10 5.0
Monthly income Below Rs. 10000 80 40.0
Rs. 10001-20000 80 40.0
Rs. 20001-30000 30 15.0
Above Rs. 30001 20 10.0
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Interpretation
The gender of the customer is an important variable which is likely to influence the level
of customer satisfaction, customers likelihood towards a product may change with respective to
the gender. Majority of the respondents are male customers contributing to 70% whereas female
customers contribute to 30 % of total respondents.
The age group of the customers plays an important role on the level of satisfaction. The
level of customer satisfaction may tend to vary with the variation in the age of the customer.
Majority of the respondents are in the age group of 15 to 25 years contributing to 60% of the
total respondents.
Education level of the customers is another important factor that determines awareness,
preferences and level of customer satisfaction. It is also believed that the level of awareness
differs based on the level of education of the customer which influences the level of customer
satisfaction. From the data in the table shows that majority of the respondents are graduates
contributing to 60% followed by post graduate contributing to 31%. Occupation wise
classification shows that majority of the respondents is students contributing to 65%, followed by
20% of employees. Among 200 respondents of monthly income group, 30 % respondents get
below Rs. 10000, 40 % respondents get Rs.10001-20000, 15 % respondents get Rs. 20001-30000
and 10 % respondents get monthly salary for more than Rs. 30001. Majority of the respondents
i.e. 40 % come under monthly income for Rs.10001-20000.
Table.3. Awareness Level
Particulars No. of Respondents Percentage (%)
Fully aware 40 20.0
Aware 110 55.0
Little bit aware 40 20.0
Not aware 10 5.0
Total 200 100.0
Sources: primary data
Interpretation
Customers are aware of the reliance providing JIO and services. This makes them to possess
more JIO work
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Table.4. Satisfaction level
Particulars No. of Respondents Percentage (%)
Highly satisfied 40 20.0
Satisfied 110 55.0
Neutral 40 20.0
Dissatisfied 10 5.0
Total 200 100.0
Sources: primary data
Interpretation
The table 4 shows the percentage of satisfaction level of reliance JIO convinced to use the
respondents. 20% of respondents are highly satisfied, 55% of respondents are satisfied, 20% of
respondents are neutral and remaining 5% of respondents are dissatisfied. Majority of the
respondents comes under for satisfied 55%.
Table.5. Factors for selecting reliance JIO
Particulars No. of Respondents Percentage (%)
Connectivity 40 18.0
Schemes 24 12.0
Advertisements 14 7.0
Sim cards free 76 38.0
Price 20 10.0
4g services 16 8.0
Goodwill 10 5.0
Total 200 100
Interpretation
The table.5 shows the percentage of feature of reliance JIO convinced to use of the respondents.
Among the 200 respondents, 20% of respondents are connectivity, 12% of respondents are
Schemes, 7% of respondents are advertisements, 38% of respondents are SIM cards are free,
10% of respondents are price, 8% of respondents are 4g services and 5% of respondents are
goodwill. Majority of the respondents comes under for SIM cards are free 38%.
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Table.6. Reason for buying reliance JIO
Particulars No. of Respondents Percentage (%)
Unlimited data free 70 35.0
Free roaming calls 26 13.0
Network coverage 32 16.0
Jio sim card free 34 17.0
4g service 24 12.0
Other reasons 14 7.0
Total 200 100.0
Sources: primary data
Interpretation
The table 6 shows the percentage of like most using reliance JIO of the respondents.
Among the 200 respondents, 35% of respondents are unlimited data service, 13% of respondents
are free roaming calls, 16% of respondents are network coverage,17 % of respondents are JIO
SIM card are free, 12% of respondent are 4g services and remaining 7% of respondents are other
reasons. Majority of the respondents comes under for unlimited data service 35%.
Table.7. Problems in reliance JIO
Particulars No. of Respondents Percentage (%)
Network coverage & tower problems 90 45.0
Voice call failure 48 24.0
Tariffs plan 20 10.0
Buggy JIO apps 24 12.0
Other problems 18 9.0
Total 200 100.0
Sources: primary data
Interpretation
Network is the main problem cited by 45 % of respondents. The next biggest problem conveyed
by the respondent is voice call failure which is serious as it could make people to think of
alternate service providers.
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Findings
1. Most of the respondents are male.
2. Majority of the respondent’s age group are below 25 years to 60 %.
3. 60 % of respondents are graduates.
4. 65 % of respondents are students.
5. Majority of the respondents (40 %) are salaried monthly income of rs.10001 - 20000.
6. 55 % of the respondents are feeling satisfied
7. 20 % of the respondents are fully aware of reliance JIO
8. Majority of the respondents come under unlimited data service to 35 %.
9. Most of the respondents feel network coverage to 45%.
Suggestions
To improve towers and to solve the network coverage problems.
The company may take necessary steps to remove the problem of calling congestion &
call drop.
To provide reliance JIO 4g SIM for available all the recharge shops.
We need a simple process for activation of JIO 4g.
To reduce the JIO prime recharge amount.
Reliance JIO can get the feedback from existing customers and the references for making
new customers.
Conclusion
The study is involved in measuring the level of satisfaction and preference of JIO
customer and the researcher recommends reliance JIO Company to improve their network
coverage and to wipe out the calling congestion. And it is assured that the company can achieve
the 100 percentage satisfaction of their customer. And also the customer might not be switch
over to other networks. It will create goodwill for the company and enrich its worthiness.
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References
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3. C. Kothari, “Research Methodology: Methods And Techniques”, 2nd edition, New
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4. R. Sornapriya and M. Sathya, “Customer Satisfaction Towards Reliance Jio Network”,
Asian Journal of Managerial Science, vol. 6, no. 1, pp. 21-27, 2017.
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special Reference to Thiruvallur District”, Business Management: Emerging Issues and
Challenges, GRABS, pp.53-59, 2018.
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