CHAPTER 1

Introduction

The term “telecommunication” is derived from the Greek word “tele” mean distance
and the word “communication”meansthe science and practice of transmitting
information. Telecommunication is the transmissions of signals over a distance for the
purpose of communication. It consists of companies that make communication
possible on a global scale, whether it is through the phone, cables and wires. In
modern times this process involves the sending of electromagnetic waves by
electronic transmitters but in earlier years it may have involved the use of smoke
signals drums or semaphore lines. The simplest form of telecommunication takes
place between two stations, and it is common for multiple transmitting and receiving
stations to exchange data among them.

Telecommunication systems are generally run by telecommunication service provider,

also known as communication service providers. In many countries, telecom service
providers were primarily government owned and operated, but that is no longer the
case, and many have been privatized.

Communication is a process in which information is transferred from one person to

another. Information can be in any form, for example voice calling, data, video
calling, etc. Voice communication is the simplest mode of communication. The
telecom sector has shown an impressive growth during the past ten years. The share
of mobile has overtaken the share of landlines with 62% in the total number of
phones.

A complete, single telecommunications circuit consist of two stations, each equipped

with a transmitter and a receiver. The transmitter and receiver at any station may be
combined into a single device called a transceiver. Telecommunication and
broadcasting are administered worldwide by an agency of the United Nations called
the international telecommunication union.

The large growth of the telecommunication companies in India over the last fifteen
years can be attributed to the liberal government of Indian economic policy. The
strong growth of the Indian economy after the economic liberalisation in the 1990s
induced massive change in the telecom policy and new draft was framed and
implemented by Telecom Regulatory Authority of India (TRAI).

In 1851, the first operational landlines were laid by government near Kolkata (seat of
British power). In 1881 telephone service was introduced in India. In 1883 it merges
with the postal system. In 1923 formation of Indian radio telegraph company. In 1932
merger of ETC and IRT into the Indian radio and cable communication company. In
1947 Nationalization of all foreign telecommunication companies to form the post,
telephone and telegraph.

Reliance Jio Infocomm Limited is a subsidiary of Reliance Industries Limited has

built a world class all IP data strong future network with latest 4G LTE technology. It
is the only network conceived and born as a Mobile Video Network from the ground
up and supporting voice over LTE technology. It is the future ready and can be easily
upgraded to support even more data, as technologies advance on to 5G, 6G and
beyond.

Jio will bring transformational changes in the Indian digital services space to enable
the vision of Digital India for 1.2 billion Indians and propel India into global
leadership in digital economy. It has created an eco-system comprising network,
devices, applications and content, service experience for everyone to live the Jio
Digital Life.As part of its customer offers, Jio has revolutionised the Indian telecom
landscape by making video calls for Jio customers absolutely free, across India, to any
network, and always. Jio makes India the highest quality, most affordable data market
in the world.
Selection and Relevance
This study is important because we get to know what strategy Jio applies to attract
their customers and how it can help the customers. This study will help us to know
that how Jio is transforming every home into smart home.

This study will enable the reader to know that why we should select Jio as they are
providing various offers and they are setting the competition for another telecom
companies. It helps to know that how it sets the price for customers and set a new
target for its competitors.

It helps to know that the other operators are forced to provide the price like Jio offer
as they were the first to bring such competitive and affordable price strategy. In this
study we get to know that in the future Jio will not provide the internet they will also
provide various security accessories like camera installed in homes, door sensors,
water leakage sensors and many more which can be operated by the Smart phones.
All this services is provided by Jiogigafiber.

This study also helps us to know that how much dataare consume by per user month,
voice consumption by per user per month and video consumption by per user per
month. Data consumption by per user per month is 10.8GB, voice consumption by per
user per month is 794 minutes and video consumption drove most of the usage
increasing to 460 crore hours per month. Overall data consumption increases from
125 GB crore per month to 240 crore GB per month, voice consumption have grown
from 250 crore min per day to 530 crore minute per day and video have grown from
165 crore hours per month to 340 crore hours per month.

It helps us to know that because of jio subscriber grew marginally to 119.7 core in
December 2018. We get to know that in the month of December 2018 Reliance Jio
added 85.64 crore user to their network taking their subscriber base to 28 crore in
December 2018. Reliance jio topped the chart with 28 crore broadband subscriber.

It will help the reader to know that the TRAI (Telecom Regulatory Authority of India)
charges penalty on Vodafone with Rs 1050 crore, Airtel with Rs 1050 crore and Idea
with Rs 950 crore for not providing sufficient interconnection to Reliance jio.
Reliance jio had submitted to TRAI that it will need 12,727 point of interconnection
for mobile services and 3068 point of interconnection for STD call service.
Historical Background

Reliance Jio infocomm limited doing business as jio is a LTE mobile network operator
in India. It is a wholly owned subsidiary of Reliance industries headquarter in Navi
Mumbai, Maharashtra that provides wireless 4G LTE service network operators in the
country across all 22 telecom circles in India.
The company is in the process to set up the 4G LTE infrastructure which will also be
an enabler for a portfolio of rich multimedia digital service including education
healthcare entertainment, payment and cloud.
It aims to provide anytime, anywhere access to innovative and empowering digital
content, application and service there by propelling India into global leadership in
digital economy.
In June 2010 Reliance Industries bought 96% stake in infotel broadband service limited
for Rs 4,800 crore. In June 2015, jio announced that it would startits operation all over
the country by the end of 2015.
Reliance jio vision for India is that broadband and digital services will no longer be a
luxury item, rather concert it into a basic necessity that can be consumed in abundance
by consumers and small businesses. JI0 aims to provide anytime, anywhere access to
innovative and empowering digital content, applications and services, thereby
propelling India into global leadership in digital economy.
The services we’re first beta launched to jio partners and employees on 27th December
2015 on the even of 83rd birth Anniversary of late Dhirubhai Ambani the founder of
Reliance Industries.
The initiatives are truly aligned with the Government of India's Digital India vision for
our nation.
Brief Profile

Subsidiary of Reliance Industries.

Type
Telecommunication.
Industries
2010, 9 years ago.
Founded
Mukesh Ambani
Founder
Navi Mumbai, Maharashtra India.
Headquarter
Sanjay Mashruwala
Key People
( Managing Director)
Jyotindra Thacker
(Head of IT)
Akash Ambani
(Chief of Strategy)
Mobile
Product
Wireless Broadband
Reliance Industries
Parent Company
LYF
Subsidiaries
www.jio.com
Website

Reliance JIO’s vision for India is that broadband and digital services will no longer be
a luxury item, rather convert it into a basic necessity that can be consumed in abundance
by consumers and small businesses. JI0 aims to provide anytime, anywhere access to
innovative and empowering digital content, applications and services, thereby
propelling India into global leadership in digital economy. The initiatives are truly
aligned with the Government of India's ‘Digital India’ vision for our nation.
Definitions of various aspects.

Beta Launch: The 4G service we’re launched internally to jio partners its staff and
their families on 27th December 2015. Bollywood actor Shahrukh Khan who is the
brand ambassador of jio.
Commercial Launch: The Company commercially launched its services on 5th
September 2016 within the first month. Jio announced that it had acquired 16 million
subscribers.

Features of Reliance Jio

Affordable Device: Jio has worked with all the leading device manufacturer of the
world to ensure availability of 4G LTE smart phones across all price points – from
ultra premium models on one brand to entry level on the other.
Digital Currency: Jio envision a new India which will use digital currency instead of
paper money for a money secure and convenient way to transact. Jio money plays
important role in this by offering a platform for affordable and secure digital payment.
Jio Drive: It is application which brings powerful cloud capacities to every smart
phone. Using Jio Drive anyone can store and share any content between own devices
and also with their friends.
Digital Education: Teachers and students far from areas can connect with each other.
Learning techniques and thus lift the level of education to a completely different
plane.
Digital Healthcare: Expert medical advice would be available anytime anywhere with
medical practitioners able to grow their practice without constraints and provide
quality of life to the crores that make up our country.
Digital Entertainment and social connectivity: Jio chat is a powerful communication
application that integrates chat, voice, video calling and much more. Jio news
provides access to the most popular collection of magazine and news from leading
publishing across multiple languages.
Different concept pertaining to problem

Around Rs 31 lakh fine has been imposed on Reliance Jio whose aggressive offering
have led to a tariff war in the market. The penalty on Mukesh Ambani Reliance jio for
December quarter on account of TRAI defined service quality parameters including
point of interconnect congestion accessibility of call centres and customer care.
Network: Jio network shows full strength but once you try calling, it wouldn’t be able
to connect. The machine says that the number is busy. In fact the number is not busy
the jio network is not able to connect.
Decrease internet speed: The speed of internet is very bad. The internet speed has come
down to 6 to 10 mbps from 50 mbps during the launch date.
Battery consumption: The 4G network of Reliance Jio consume more battery which jio
customer are facing till now.
Reliance Jio face the problem of interconnection as the other telecom operator were not
providing interconnection to Reliance Jio due to which it’s network is not working
properly.
 CHAPTER 2

Research Methodology

Research is essentially an investigation, a recording and analysis of evidence for the

purpose of gaining knowledge. Broadly research refer to search for knowledge. It is
an attempt to find answer to problem both theoretical and practical through the
application of scientific method. Market research is a systematic and comprehensive
study of different aspect of marketing problem and challenges for decision making
and policy farming. These studies are of great help to people in business who are
responsible for making vital decision. Research helps the business to determine what
potential customer want and developing better product and service. Research prepares
business with several measures to avoid future failure. The research done here is
Descriptive research.

Descriptive research design

Descriptive research design studies are those studies, which are concerned with
describing the character of a group. The researcher makes a plan of the study his
research work. That will enable the researcher to save and resources such a plan of
study or blue print or study is called a research design. Three main purposes of research
are to describe, explain, and validate findings. Description emerges following creative
exploration, and serves to organize the findings in order to fit them with explanations,
and then test or validate those explanations .The reason to adopt the descriptive research
is due to the type of research question, design, and data analysis that will be applied to
a given topic. Descriptive statistics tell what is, while inferential statistics try to
determine cause and effect. Descriptive research aims at fact finding & more often is
based on surveys .It’s purpose to describe the present state of affairs of the topic of
study. It is more focused than an exploratory study. It provides basic information for
formulating more sophisticated study.
Objectives

To understand the satisfaction level of the customer using Reliance Jio and also to
determine the future expectation towards service provided by Reliance Jio and the
performance of the service provided by Jio. To study the awareness of customer about
Jio network, the preference of customer towards other network with Jio and to analyse
the customer satisfaction.

Hypothesis

Jio is the largest internet service provider in India. It has more customers compared to
other telecom company.

Scope of study

The study makes effort to ascertain, the satisfaction level of customer of Reliance Jio.
The subject has been taken for research as it plays key role in the success of telecom
sector. No company can think of selling their product without having satisfied
customer. As long as the company is able to satisfy its customer, customer would
remain loyal. Hence it is very essential to understand the customer satisfaction and to
measure the satisfaction level time as there is always scope of improvement. It
identify potential high-rises of internet user and it also capture a large customer base.
It encourages the enterprises to be a part of Jio 4G services by replacing the existing
service used by them and switch to the best network of future.

Limitation of the study

The first problem faced is in getting the cooperation of the retailers. Many of the
respondents did not agree to the need and utility of the project and hence did not agree
to provide me with information.
The behaviour of the customer is unpredictable which may results in the lacking of
accuracy in the data.
The sample size taken to collect the primary data is of some premium high rises so all
the household sector can’t be taken as same demand for Jio service of 4G services,
LYF headsets.
The employees found it difficult to answer question properly because of their busy
work schedule.

Significance of the study

It will help consumer to take decision that which operators they should select and use
as compared to other telecom company. This study will help them to know that Jio is
providing various offer and service. It provide free data in comparison to other
telecom company. The study will emphasize on the service provided by Reliance Jio.

Selection of the problem

After the launch a number of issues related to the new services have come up which
would pose a challenge for Ambani in the days ahead as Jio battles it out with other
telecom companies.

1. Voice call failure -Reliance Jio has been stuck in a dispute with incumbent
operator over point of interconnectivity. Jio has accused Bharti Airtel, Vodafone
and Idea Cellular for not providing sufficient point of interconnectivity.
2. Decreased internet speed - With addition of user to the Jio network the speed of
Jio 4G data service has come down. Now the internet speed has come down to 6-
10 Mbps (Megabyte per second) from 50 Mbps (Megabyte per second) during the
launch stage. However, the Jio connection face frequent fluctuation hampering the
user experience.
3. Lack of volte support in older phones - All those who don’t have volte technology
- supported phones cannot make voice calls without the use of Jio 4G voice app.
Apart from the volte support most Indian smartphones user are still stuck with 3G
phones.
4. Battery Consumption – Reliance Jio has launched its internet service on the 4G
band with not much difference in the rates of 2G or 3G service and 4G connection
new user are inclining towards Jio.
Sample size

This refers to the number of respondents to be selected from the universe to constitute
a sample. Population includes people from different occupation such as Employed,
Businessman, Homemaker and Student. The sample size of 50 respondents was taken
in this study. The sampling includes Simple Random Sampling.

Simple Random Sampling – Simple random sampling is one popular and extensively
used sampling method. In this method each and every unit of the population has an
equal chance of being selected in the sample. Random sampling is useful for the
conduct of telephone or mail survey.

Data collection

There are two types of data collection:

Primary data

Secondary data

Primary data: The primary data are those, which are collected a fresh and for the first
time happen to be original in character. It is the data collected from primary sources
which are original sources. Such data are not collected earlier by anybody for any other
purpose. It has been collected through a Questionnaire.

Questionnaire: This method of data collection is quite popular, particularly in case of

big enquiries. Here in our research we will set simple questions and request the
respondents to answer the questions with correct information. The questionnaire will
be asked in the form of survey.
Survey: Survey is the systematic gathering of information from respondent for the
purpose of understanding and for predicting some aspect of the behavior of the
population of interest.
Secondary data: Secondary data are those which have already been collected by
someone else and which have already been passed through the stratified process. It has
collected through the books, journals & Internet. Data not originally collected for the
use in the research project under consideration, but rather for use by some other person
or for some other project are called secondary data. It is collected through newspaper,
online libraries and internet.

Tabulation of data

Tabulation means the sorting and counting of data and allocating the same to relevant
classification categories. Tabulation is an orderly grouping of data or arrangement of
data in rows and columns. It is next to editing, coding and classification. It prepares
quantitative data in concise form.

Techniques and tools to be used

Bar Diagrams and Pie Charts have been used for presenting the results of the survey.
 CHAPTER 3
Literature Review

Reliance Story

Dhirubhai Ambani returns to India in 1957 after a stint with A. Besse & Co. Aden,
Yemen. He started a yarn trading business from a small 500 square feet office in
Masjid Bunder, Mumbai but dreams of establishing India’s largest company. In 1977
Reliance Textile Industries IPO creates history by introducing the equity cult in India.
The issue is oversubscribed seven times, strengthening Reliance growth ambitions. In
1991, Reliance backward integration journey continues. The Hazira plant coming on
stream laid the foundation. In 2000 Reliance commission the world’s largest grass
root refinery in a record 36 month the Jamnagar petrochemicals and integrated
refinery complex. In 2002 Reliance enters the infocomm business and brings about a
revolution in mobile telephony in India. In 2005, Reliance makes a strategic decision
to recognize its business through a demerger. In 2004 Reliance emerges as the first
and only private India organization to be listed in the fortune global 500 list. In 2009
Reliance commences production of hydrocarbons against all odds in just over two
years of its discovery making it the world’s fastest green field deepwater oil
development project. In 2014 Reliance Retail becomes the largest retailer by revenue,
fulfilling the aspiration of millions across the country and bringing international
experiences at affordable prices to every corner of India. In 2017 Reliance becomes
the first Indian cross Rs 6 trillion market capitalization.

Reliance Company

At Reliance the focus on growth is continues and rent less. Its motto “Growth is Life”
aptly captures the ever – evolving spirit of Reliance. Its vision has pushed to achieve
global leadership. Reliance Industries limited in a fortune 500 company and the
largest private sector corporation in India. As Reliance sets sights on even more
ambitious goals. It remained inspired and guided by the story and philosophy of its
founder chairman Dhirubhai Ambani.
Manufacturing Excellence

At Reliance manufacturing is a passion. This passion has driven us to set up world –

class manufacturing facilities with extreme operational efficiencies in record times.
Reliance has set one more benchmark in the industry with commissioning of ROGC
(Refinery off Gas Cracker). Integration of petrochemicals and refinery is unique feat
designed to maximize value addition. This highly complex project was both an
engineering and execution challenge and has been started in flawless manner in record
time.

This adds to the past achievement in the entire project at Jamnagar Manufacturing
Division (JMD). Reliance projects are of titanic proportions and required millions of
engineering offices thousands of tones in equipment and material procured from
suppliers across the globe highly advanced, mammoth construction equipment, a
workforce of over 75,000 working round the clock for month and a great number of
innovative techniques in project execution.

Manufacturing divisions of Reliance not only create thousands of jobs for skilled
workforce, but also train unskilled workers helping create a strong talent pool.

Safety

There is an unwavering commitment to safety in all its operations. Reliance adopts

latest and best technologies for all new projects. The safety culture is reinforced with
continuous training, updating of process and engaging some of the best expert to
impose safety system.

Research and Technology Development

Technology has been central to everything Reliance has ever done. The first textile
plant to the world’s largest Greenfield refinery to latest telecom business Jio all utilize
the best available technology to create timeless assets that give long term returns to
stakeholders. Reliance is actively involved in the development of novel and
proprietary catalyst, processes and products to improve profitability and accelerate the
growth. R&D enables the innovation based growth agenda for Reliance.

R&D facilities are headquartered in Navi Mumbai with regional R&D centres spread
across India WITH a total area of 300,000 square feet including 120,000 square feet
of laboratory space. R&D centres are among the best equipped in the country. An
impressive array of advanced equipment is available to more than 800 researchers and
scientist round the clock.

Reliance Industries Limited has emerged as an active patent filer in India in very brief
time. In terms of filing activity in FY 2015 - 16 alone there were 98 Indian patent
applications filed at India patent office as compared to 35 filed in 2011 - 12 which is
almost 3 folds growth in last 4 year period.

Concerted Collaboration

Reliance is actively collaborating with various international and national institutions

for R&D related activities. Some of the key partners are:

Reliance - CSIR - IIP Joint Technology Development - An exceptional example of the

Make-In-India Initiative is the Reliance Council of Scientific Industrial Research
(CSIR) Indian Institute of Petroleum Joint Technology Development for Benzene
Extraction from FCC light Naphtha. This venture targets the reductions of the amount
of Benzene and other hazardous air pollutants in the gasoline pool a cause for health
and environmental concerns. With the successful construction and flawless
commissioning of Benzene Recovery Unit (BRU) Reliance & CSIR - IIP have joined
the international league of technology developers.

Reliance - NMITLI Fuel Cell Technology Joint Development - Reliance is the sole
industry partner in the New Millennium Indian Technology Leadership Initiative
(NMITLI) project with Council of Scientific & Industrial Research (CSIR) on
indigenous ‘Polymer Electrolyte Membrane’ (PEM) fuel cell technology
development. A fuel cell test bed is being built, for which the engineering has been
done by RIL while the stack is built by its CSIR partner. These components have been
integrated and are now functional.

R&D Centres and Focus Areas

R&D centres focus on catalysts, chemistry, process engineering, modelling,

simulation, applied physics, material science, synthetic biology, biotechnology,
downstream polymer processing, reaction engineering advanced analytical science
and product applications.

Products and Brands

The expert lies in developing products and market from concept to fruition and
beyond. They constantly focus on innovation which helped them to emerge as a
trendsetter in various markets and be known worldwide for unbeatable range of
products. The operation span from the exploration and production of oil and gas to the
manufacture of petroleum products, polyester products, polyester intermediates, etc.

Each of the brands is a natural extension of the philosophy of excellence. From Vimal
to Recron, the brand is tuned to not only the needs, but also the aspiration of the
customers. Today Reliance products and brands touch the lives and enhanced the
lifestyle of millions of Indians.

Reliance Foundation

Reliance has always made sustainable development the cornerstone of its business
strategy to achieve sustainable and profitable growth, creating in its wake thriving
eco-system around all its business. To provide impetus to various developmental
initiative of RIL Reliance Foundation 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 section 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 15 million
people in over 13,500 villages and various urban locations.

Community Infrastructure and 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 centres in various
locations.
Environment Protection Drives - Environmental impact assessment and qualitative
risk analysis are central to all the new projects. Reliance has converted areas of arid
lands into major green zones.

Education and 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 programmes for local communities.

Women and Youth Empowerment Programmes - Reliance nurtures and sponsors

many projects designed to educate, employ and empower women and youth in and
around the catchment areas of its operations.

Reliance Community Development Programmes - Reliance conducts several

livelihood training programmes and has provided aid and equipment to the physically
challenged.

Project Jagruti - A project to uplift and bring dyslexic students from the
underprivileged segments into the main stream.

Reliance Dhirubhai Ambani Protsahan Scheme - A scheme for supporting meritorious

students and providing financial aid to the toppers for pursuing higher studies in
engineering and medical streams.

Community Healthcare

Reliance provides affordable curative and preventive healthcare services to the

community through various healthcare programmes. It has constructed health centres,
operates mobile medical clinics and emergency ambulance services and conducts
various camps on health awareness.

Reliance Primary Health Centre - Reliance adopted a PHC in Gujarat for catering to
the community health needs under the National Rural Health Mission Programme.

Dhirubhai Ambani Hospital - The hospital plays a significant role in improving the
quality of life with its prompt and specialized services and by providing free lifestyle
treatment.
Awards and Recognition

2018 - Reliance Jio ranked India’s number one and world’s number seventeen. Most
innovative company by fast company. Best innovative in R&D Institute for
development and commercialization of in house technology for low cost anti – coking
& sulfiding additive for gas or naphtha cracker and hydrothreater catalyst by Centre
for High Technology ( CHT) & Indian Ministry of Petroleum and Natural Gas.

2017 - 8th Plasticons Award for innovation in green technology for high energy
efficient & zero residue process for high performance homo and impact pp. Product
Innovator of the year in Petrochemical sector by FICCI for indigenous technology for
polypropylene catalyst for polypropylene catalyst & external donor system for raffia
grade. 7th National Award for technology innovation in polymeric material for
developing novel polyethylene and its high thermally conductive products for
electronic applications by Indian Ministry for chemicals and fertilizers. VASVIK
Industrial Research Award for outstanding contribution to chemical sciences &
technology and commercialization of R&D developed technologies in India.ICC
Award for Excellence in process design and engineering for development and
commercialization of indigenous technology for benzene recovery from FCC
gasoline.

2016 - Winner of the confederation of Indian Industries Sustainable plus Platinum

Award. 6th National Award for Technology Innovation in Field Polymer Science for
high performance morphological catalyst and precursor technology. 6th National
Runner up Award for technology innovation in polymeric material for ultra high
molecular weight polyethylene.

2015-Winner of the Platls Global Energy Award for Corporate Social Responsibility.
5th National Award for technology innovation in polymeric material for value addition
to sulfur streams through sulfur based polymers sulfur concrete. Federation of Gujarat
Industries Award for Excellence in research in science and technology.

2014 - Indian Ministry of chemicals and fertilizers (Department of Chemical and

Petrochemicals) 4th National Award for Technology Innovation in Petrochemicals and
Downstream Plastic Processing Industry for innovation in polymeric materials.
2013 - Ranked 107th on the Fortune Global 500 list. Ranked 25th on ICIS top 100
chemical companies list. Indian Institute of Chemicals Engineering ICI Award for
Excellence in process and product Development. Petroleum Federation of India’s Best
Innovation Award.

2012 – Certified as ‘Responsible Care Company by the American Chemistry Council.

Jamnagar Refinery listed among the world’s top five manufacturing units by
Discovery channel.

2011 - Yasvik Research Award for Excellence in science, technology and technology
innovation for development of RELCAT and RELD services of catalyst.

2010 - Ranked second amongst BCG’s ten top global sustainable value creators.
Reliance E&P’s KG-D6 won Marico Innovation Foundations Innovation for India
Award for combined synthesis of advanced technologies, yielding unprecented result
and impact on India’s energy security.

Competitive Comparison

Reliance Jio has proven to be disruptive from its 4G data plans to the recent 4G Volte
feature phone that was launched last month. The 4G enabled Jio Phone has made other
telecom service providers sit up and provide similar plans. Bharti Airtel and Vodafone
have brought in competitive data and calling plans to compete with Jio, India today
reported. Here’s a look at the plans provided by the three big names in the industry and
which one gives you your money’s worth. All three service providers have 4G data
plans of 1 GB data for 84 days.

Price
Vodafone: At first, the plan costs Rs 445 and then drops down to Rs 352.
Airtel: Rs 399
Reliance Jio: Rs 399
Calls
Vodafone: free roaming and unlimited calls for 84 days
Airtel: Unlimited local and STD calls
Reliance Jio: Unlimited STD and local Volte calls
Sms
Vodafone: unlimited SMS
Airtel: No free SMS in either of the plans (Rs 399 and Rs 244)
Reliance Jio: unlimited SMS, both local and STD
Data
All the telecom service providers give 1GB data per day for 84 days.
Vodafone has a 4G plan for Rs 352 which gives 1GB data, free roaming and unlimited
calls for 84 days, according to the report. While it comes with bonuses like unlimited
messages, the plan is a part of a Campus Survival Kit, which is essentially for students
and is not very inclusive. Also the students need to be in Delhi or NCR, filtering out
the consumer further. At first, the plan costs Rs 445 and then drops down by Rs 93.
Airtel has a similar plan for Rs 399 and it includes unlimited local and STD calls.
However, it does not provide free SMS as with Vodafone. Another cheaper plan for Rs
244 provides unlimited Airtel to Airtel calls but again there is no free SMS.
Reliance Jio has a 1GB Rs 399 plan for the same time period. Topped with unlimited
STD and Volte calls, unlimited SMS (both local and STD) makes it a clear winner in
the service providers’ race. A similar plan of Rs 309 for shorter duration provides the
same services. According to India Today, while Airtel and Jio comes close enough with
the amount and data but added features like unlimited SMS puts Jio much ahead than
its competitors.

Reliance Jio
Jio users will have to pay a subscription fee of Rs 99 if they wish to continue using the
freebies in the Happy New Year offer. Additionally, users will have to shell out Rs 303
every month to continue accessing JIO’s4G services and also the full bouquet of Jio
media services for one year. Also, voice calling, as promised, will always remain free
on Jio numbers. Alike the previous ‘Happy New Year’ offer, the Prime membership
too will provide users with a FUP limit of 1GB data for each day. Effectively it
translates to 30GB data for a month, meaning Rs 10 per day.
Data: 28GB 4G Data (FUP 1GB per day, after this free data but at 128kbps
speed)calling: Free calls and messages (Local & STD), free calls and messages on
roaming Validity: 28 days
Vodafone

Vodafone, a while back, had rolled out a recharge pack priced at Rs 346 which comes
with 28GB of mobile internet and unlimited free calls. Vodafone has also
put a 1GB data cap on free usage, after which the user will be charged. “Vodafone
customers are diverse as are their wants. To satisfy these diverse needs and
wants, Vodafone offers various segmented propositions. This is one such segmented
offering and the offer is valid only until 15 March,” Vodafone said in an
official statement.
Vodafone delights: In the new offer called Vodafone Delights, the network service
provider is offering its subscribers 24GB of free data in a 3-month cycle. This
essentially means that the 24GB can be availed in a period of 3 months, which translates
to 8GB per month. This offer is only available to Vodafone post-paid users.
Data: 28GB 4G Data (Free 1GB per day, after this normal data charges apply) |
Calling: Free 300 minutes/day and total 1200 minutes in 7days (Local & STD), No free
calls on roamingValidity: 28 days

Airtel

Airtel’s prepaid recharge plan is of Rs 345 which gives the users 1GB of 4G data per
day, along with free local, STD calls. Meanwhile, there are terms and conditions of the
data usage. 500MB during the day, 500MB during the night. Customers, in order to
avail the service, has to sign up before March 31and the recharge will apply for the next
11 months after the deadline. Users should have a 4G smartphone with 4G support.
Other things to know: Unlimited local and STD calls, and 28GB data for 28days. The
data is divided as daily 500 MB during the day and same for the night (12AM-6AM).
According to the Airtel recharge website, the offer still reflects for Airtel subscribers in
Delhi and Tamil Nadu circles. The network provider has not said anything on these
offers, officially. Some of its offers have been present on Airtel numbers since a long
time now.
Surprise offer: Airtel has finally revealed what its Surprise offers are, by offering 30GB
of free data. The Airtel Surprise offer is valid for a period of three months from March
13. The monthly limit for the offer is 10GB per month. The offer is valid only for
postpaid users, and the subscribers will get 10GB of free data each month,
which will total up to 30GB. The deadline for users to avail this offer is March 31.
Data: 28GB 4G Data (500MB day time and 500MB night 3am to 5am) Calling: Free
300 minutes/day and total 1200 minutes in 7days (Local & STD),
No free calls on roaming Validity: 28 days

Idea Cellular

Idea Cellular has taken on Reliance Jio Prime membership offers by revising some of
its tariff plans. Idea Cellular, for its prepaid subscribers, has provided some added
benefits in the Rs 348 plan. The network provider is now offering unlimited voice
calling feature across India, along with the 1GB 4G data usage per day. The plan can
be availed by users with 4G enable mobile phones. Interestingly, there is another value
pack which is available at Rs 348 and it is offering free calls across all networks in India
alongside 50MB of data. The same tariff plan provides its users with 1 GB of data along
with the voice benefit. The plan will be valid for 28 days. Earlier, the company was
providing only 0.5 GB data per day. The move by Idea was taken keeping low internet
users in mind.
Meanwhile, there is another free voice calling and data plan, priced much lower at Rs
148. If Idea subscribers recharge with Rs 148, they will be able to make free Local and
STD calls on the same network anywhere in India and also get 50MB of data. Users
who have 4G mobile phones will get 300 MB of data alongside the voice calling
benefits.
Data: 28GB 4G Data | Calling: Free calls and messages (Local & STD), Free calls and
Messages on roaming | Validity: 28 days.

CHAPTER 4
Marketing Mix

7P’s of Reliance Jio

Product
On 21 July 2017, Jio introduced its first affordable 4G feature phone, powered by
KaiOs named as “Jio Phone”. The price announced for it is Rs 0 with a security
deposit of 1500 which can be withdrawal back by the user by returning the JioPhons
at Jio stores only after three years. This phone was released for beta users on 15th
August 2017 and pre booking for regular users started on 24th August 2017. They
targeted 70% rural and 30% urban areas.
Price
At the outset, in an attempt to promote Internet usage within the country and to make
the availability of Internet to people from all walks of life. Reliance Jio undertook the
initiative of providing SIMs free of cost to any individual against their Aadhar card
number and unique mobile number identity. It was estimated that Jio was successful
in selling up to 14 lakhs SIM card to individuals within the first few days of its
launch. Jio has rolled out reasonable pricing plans wherein consumers are charged
reasonably for the data consumption that they undertake. Voice calling is still free for
its users who mainly pay for the data usage.
Place
Reliance Jio a strong presence in the Indian Subcontinent because of the extremely
well developed infrastructure that the firms offers. The network is available across all
the twenty two telecom sector in the country which include regions all across India.
All states and major cities are covered. It has a reach in about 18000 cities and across
more than two lakh villages within the country.
Promotion
Reliance Jio has undertaken an aggressive marketing strategy to create positive brand
awareness. It has launched ad campaign on television, radio, newspaper, magazine,
etc. and social media platforms including Instagram and Youtube. Jio has partnered
with a number of organisations and agencies like The BT group, Millicom, etc. To
promote the product. Samsung and Apple for rolling out LTE advanced pro and 5G in
the country.

Process
Jio provides a number of mobile applications that are available for free download
from the google play store which are through free to download but requires the
presence of Jiosim that the user should own. Some of the most popular example of Jio
apps include Jio TV, Jio Cinema, JioChat Messenger, and JioMusic and so on.
Physical evidence
There are 100 Jiocenters in Mumbai which provides services to Jio subscriber. Door
to Door service is also provided. Jio is now offering free home delivery of its Jio SIM
in more than 600 towns and is also promising to bring the high speed internet in your
respective areas.
People
Jio believes in providing its employees and customers an entire ecosystem which lets
them leverage the digital life to the fullest. A vast majority of employees who work at
Reliance Jio come from a socio economic environment that is extremely dynamic and
diverse. Employees are treated with respect and given enough autonomy to lead
process the way they wish to.

7P’s of Vodafone
Product
Vodafone offers main products like Pre-paid, post-paid and VAS (Value added
services). Vodafone has products in various genres of communication such as,
smartphones voice and messaging service, internet service, etc. Vodafone targets
various segments through various tariff plans. To make usage of data facility easier
and compatible, Vodafone smartphones were launched.Vodafone offers a wide range
of products including Voice, messaging, data and fixed line solutions.

Price

Vodafone’s products and services are competitively priced and easily accessible to as
many people as possible. In order to beat the competition, the company has ensured
that it provides high quality services such as providing high speed data and good
network range as compared to what the competition is offering.It sells different
services and products, it offers various price structures to suit different customer
needs. Mini as well as jumbo prepaid and post-paid plans are available.

Place

Most of the Vodafone’s services are sold through customer care centres and shops,
but they are sold through independent retailer shops. They have a large number of
Vodafone stores across the country. With strong network, and strong range Vodafone
is able to have strong distribution network across the country.
Promotion
Vodafone frequently uses local name recognitions to reach and maintain trusts of its
local customers.It advertises its brand value and offers through billboards, TV
commercials and other social media outlets in order to reach a large number of
people. The most famous move by Vodafone worldwide was the use of Vodafone zoo
zoos in India during the Indian premier league.

Process

Vodafone lays a strong emphasis on processes as a part of its service marketing mix.
Since telecom is a service industry, having the processes effective and efficient are a
part of the business. Easy availability of top-ups is of utmost importance and having
fully functional towers with good signal strengths for the customers.

Physical Evidence

As far as the physical evidence of Vodafone is concerned, it is their Sims cards which
are issued to every customer. Apart from that recharge vouchers, stores, service
outlets, digital TV services etc. All are a part of the physical evidence of the brand.
Hence, this covers the telecom brand Vodafone marketing mix.

People

Vodafone has always ensured that its customers are of the highest priority. It serves
more than 400 million subscribers worldwide across 150 countries. The Vodafone
Company has a staggering workforce strength of over 100,000 employees across
the world. People, as customers as well as employees, are a vital pillar in the
growth of Vodafone.

7P’s of Airtel

Product

Airtel provides a wide variety of services in the field of telecom. Airtel was the first
one to provide 4G services in India. Airtel provides a variety of low cost plans for
its voice and data services. Airtel TV provides over 540 HD channels with superior
picture quality. Some of the products offered are 4G home internet service,
broadband internet connections, Dongles and routers for 4G and 3G services.

Price

Airtel follows a competitive pricing strategy because of the huge competition in

telecom segment in India from competitors like Reliance Jio, Vodafone etc. The
pricing strategy of all telecom company are monitored by Telecom Regulatory
Authority of India to ensure fair prices are being charged to all customers. The aim
of Airtel’s pricing strategy is customer retention by providing them with combo offers
to boost revenue.

Place

Airtel sells its services through distributors and retailers, which form the basis of
place strategy in the marketing mix of Airtel. Airtel has got a wide distribution
network which spans across 20 countries. Airtel uses retail stores, convenient stores,
etc to make its service available to customers. It has wide and extensive presence
even in the remotest area.

Promotion

Airtel is an established and well-known brand in telecom sector. Airtel organises a

strong promotional campaign for its service utilizing all media channels from TV,
prints, events etc. Airtel has used all the big celebrities to endorse their services like
Shahrukh Khan, AR Rehman etc. Airtel also engages in public relations like
Education campaigns, girl child awareness campaigns etc.

Process

Airtel process for providing service to its customer is very easy and streamlined. The
process should be customer friendly. The speed and accuracy of payment is of great
importance. Airtel also allows its customer easily to identify various plans and pick
the most suitable plan.
People

Understanding the customer better allows to design best products. Airtel focuses on
developing a healthy work culture and efficient functioning of its cross functional
teams. Airtel also gives rewards and recognition to identify and retain talent within
organization. The people strategy in the marketing mix of Airtel focuses on hiring
the right talent, training them and rewarding them.

Physical Evidence

Airtel retail outlets and relationship centres serves as service point to its customers.
Airtel stores try to serve its customer in the best possible way by providing best
solution for all customer needs like instant connection, dongle and broadband
connection etc. Airtel products like sim card cover and recharge vouchers are
beautifully designed to appeal to the customer.

7P’s of Idea Cellular

Product

Idea Cellular is one of the leading telecom service provider in India. Idea cellular
product mix primarily consist of voice service, mobile internet and value added
services in its marketing mix. Voice service is further segment across prepaid and
post-paid service.

Price

Idea Cellular mostly focuses on competitor strategy in the aggressive telecom sector
in India. In the fierce competition of the telecommunications sector in India, price is
the key weapon that carriers use to survive and live in the long run. Idea provides its
customers attractive ISD packages for post-paid services. In the prepaid services the
price of full talk time vouchers starts from as low as ₹100; which is not provided by
any other carrier. Combo vouchers are prices at differential rates; thus, they are able
to exploit the paying capability of its customers.

Place

Idea Cellular has got an excellent reach and its present in almost every corner of
India. Catering to both online and offline format, Idea’s presence can be felt easily.
In today’s digital era, it is important to have lightning fast customer serviceability.
Idea is able to accomplish this by being able to present always with the customers via
customer support anytime and all time. Idea stores are available in all major metros
in and across India present in all states; this helps them to cater to the customers who
are not comfortable with the online mechanism.

Promotion

Idea Cellular focuses on an aggressive promotion in its marketing mix. Idea Cellular
spends a substantial amount of their revenues for advertisements and promotional
activities. They have embarked on AbhishekBachchan, who is a famous Bollywood
personality as their brand ambassador; thus, providing them a boost to reach out to
potential customers.

Process

Idea Cellular has a centralized design of process structure, thus major chunk of their
operations is operated from their headquarters in Mumbai. Right from purchasing of
Idea SIM card to complaint servicing Idea is setup over an integrated process
structure. This setup is easily accessible to its customers as they have excellent
customer service channel.

People

Idea Cellular focuses a lot of keeping its customers and employees happy. Aditya
Birla Group understands that in order to survive in the ultra-competitive
telecommunication industry in India, it is very important to be able to be connected
with the customers. In such a case, it is very important to have a highly competent
employee base. Idea Cellular attracts employees from across various top graduate
universities.

Physical Evidence

Idea Cellular has presence across all corners of India. They also come up with
attractive plans of its services that attract customers to its services. They are present in
all metro cities as Idea stores which increases their visibility. The physical evidence
covers the Idea stores, simcards, recharge vouchers etc. The Idea Cellular yellow logo
is easily identifiable. Hence, this concludes the Idea marketing mix.

CHAPTER 5

Previous study done on Reliance Jio

Source1: Economic Times Telecom
According to an article published in Economic Times Telecom (ET Telecom),
“Reliance Jio gives free data bundling deal with all smartphone vendors to push
Subscriber base”. The article says that the company is entering into partnership
With almost all smartphone makers to bundle three months of free voice and free data
with handsets. A first for the Indian market, this is seen as a way of ramping up users
rapidly, also providing a push to smartphone sales.
Accordingly it says that a deal has been struck with Samsung and sales of the devices
have already begun. A pact with Apple is also said to be in the works. While Jio
opened up its network to staff and others last year, the company said July15 it’s in a
high state of readiness for a commercial launch. Reliance Jio already has more than
1.5 million subscribers, which include customers of its Lyfsmartphones, employee
and business partners including retailers. Buyers of the bundled devices will be
eligible for the SIM card that will allow them to access the Jio network immediately.
The three months of free data and talk plan will continue if Jio does not commercially
launch its services and tariff plans by then.
In a notice to National stock exchange Jio said it plans to raise Rs 15000 crore via a
rights issue to existing shareholders, the foremost being parent Reliance Industries.
The latest fund-raising comes after Jio had raised Rs 15000 crore via another rights
issue to the shareholders that exist back in January 2016. The company has invested
Rs 1.34 lakh crore out of Rs 1.5 lakh crore for setting up its own network on spectrum
and all other expenses. The company tested a wide range of 4G voice over LTE
(Volte) handsets for network compatibility which focused on dual sim models so that
subscription of Jio can fit in a second connection. With this, the company also opened
up services to smartphones other than own Lyf brand.
Source 2: International Business Times
Article published in International Business Times namely “How Reliance Industries
telecom arm plans to take on Airtel, Idea Cellular”, which highlighted certain aspects
of the company before its commercial launch and its effects on the other telecom
companies. Reliance Jio Infocomm has come up with a feasible idea that it could be
good for both mobile providers and handset makers, even as it gears up to launch its
4G services by the end of this year. Mukesh Ambani controlled Reliance Industries
Limited has been creating a buzz for its limited launch of 4G services for about 5 lakh
users which consists of its employees, partners, vendors and associates last December.
Currently the user base stands at 1.5 million. After giving 10 GB data at Rs 93 to
Reliance Jio sim users within a month of making this offer, the company planned to
offer three months of free data and voice services along with handsets. The company
finalized deal with Korean company Samsung and the next could be Apple.
“The company is expecting that this strategy will help to instantly build its consumer
base before its commercial launch which is expected anytime this year”, quoted by
RIL official. Later on also stated that “The test program to be progressively upgraded
into commercial operations in the month coming by”.
Source 3: Indian Express
According to an article published in the Indian Express Federal Bank partner’s with
Reliance Jio Money for one-click payment services. Reliance Jio Money is a wallet
application that will be launched soon for mobile devices where Federal Bank will
enable a direct enable a direct payment options for its customers. Through this
application leading private sector banks customers can complete a transaction without
funding the wallet. They will get a facility to directly pay from their account from the
services offered through the wallet. This arrangement will help customers retain cash
in their account and use it only when a transaction is made unlike other instances
where a wallet would require the user to maintain balance exclusively in the wallet.
Once come into service customers will be able to perform a variety of transactions
across numerous merchants in just a click. “This arrangement would empower
customers to retain the funds with their accounts while enjoying the host of services
available in the app.” Said Shalini Warrier, Chief Operating officer, Federal Bank.
She added “The bank is very keen on improving customer experience in the digital
space and will be coming up with a lot more arrangements and innovations to excite
the customers.”

CHAPTER 6
Swot Analysis
Reliance Jio

Strength
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.
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.
Weakness
Late entry into telecommunication sector: - The telecom sector had grown
exponentially in its initial phases which started around two decades earlier. Presently
market has seen only modest growth and it has become highly competitive due to
entry big players such as Vodafone, Idea etc.
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.
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.
Opportunity
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.
Increasing rate of data consumption: In its earlier phase almost 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 almost 30-40% of the total revenue. Lower data tariff may further increase data
consumption and thus contribute more to the revenue of company.
International market:-There is huge opportunity in many developing countries.
Threats
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.
Highly competitive market: - After the entry of big players like Vodafone, Idea etc.
the market has become highly competitive.
Changing Government Policy: The changing government policy like cancelling of
2G licences ,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.
Rapid up gradation 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 up gradation requires huge investment and it is not possible to remain in market
without it.
Vodafone
Strength
Massive market coverage: Vodafone is ranked top 2000 brands by Forbes. It is
known for its wide distribution and network coverage. It has the second largest
subscriber in India. Vodafone operates in more than 25 countries across the globe.
Revenues generated: Vodafone generates billions of dollars of revenue every year. It
is ranked 104 in its sales figure across the global 2000 list and number 84 in market
value.
Marketing: The marketing by Vodafone is legendary. The Vodafone zoo zoo’s was a
brilliant and endearing campaign which converted many user to diehard fans of
Vodafone.
Premium cost: While other telecom operators are penetrating the market, Vodafone
is differentiating its services regularly. Due to its marketing and communication, user
already think that Vodafone is a notch above the rest and they are proud to be a user
of Vodafone.
Weakness
Dropping brand valuation – One of the possible reasons for the drop in subscriber
base of Vodafone can be the dropping brand valuation of the company. Both –
subscriber base and brand valuation of the company was very strong to begin with.
But both have them have suffered in the last 3-4 years.
Losing market share in USA – USA is a country where Vodafone could have
demanded the premium it needs to keep itself afloat. However, it is fast losing market
share in the USA to Verizon wireless and AT&T, both of whom are performing far
above Vodafone if we consider the US market only.
Poor performance in Europe – Due to brexit and other economic conditions in
Europe, Vodafone’s performance in its home market has been poor and it has not
generated much revenue from its home market. In fact, if we look at revenues, 40% of
the revenue is coming from India and not from US or UK.
Opportunities
Rural markets – If a high percentage of subscriber base of Vodafone is in India, then
rural market penetration becomes a priority for the telecom operator. However,
Vodafone seems to be operating more only in urban markets whereas its top
competitor such as Airtel and Reliance communications have penetrated rural markets
successfully.
Emerging markets – Not only rural markets in developing countries, other emerging
markets such as those in Africa are also a great potential place for Vodafone. These
new and emerging markets have increasing disposable income and communication
becomes important once a network is growing. Thus, there are many roles a telecom
company can play in an emerging market.
4G – The 4G spectrum has created disruption but at the same time has made people
look at the telecom operators once again to see which one they will side with. In india
for example, the free plans of Reliance jio have resulted in many people leaving
Vodafone and joining Jio.
Threats
Competition – A major threat for Vodafone is the competition it faces everywhere it
goes.India has Airtel and Reliance Jio. There is cut throat competition in the telecom
sector and this is strongly affecting the brand Vodafone, which was trying to offer
differentiated services by keeping a bit of premium pricing.
Low margins – Vodafone’s differentiation initially worked, but in the last 3-4 years,
the competition has been so fierce, that the whole telecom market is operating in a
penetrative pricing mechanism. Competition is always good for consumers but too
much competition is bad for companies.
Airtel

Strength

Good returns on capital expenditure -Airtel is relatively successful at execution of

new projects and generated good returns on capital expenditure by building new
revenue streams.

Strong distribution network – Over the years Airtel has built a reliable distribution
network that can reach majority of its potential market.

Strong Free Cash Flow – Airtel has strong free cash flows that provide resources in
the hand of the company to expand into new projects.

Strategic Alliances: The Company has top notch stakeholders,

namely Sony Ericsson, Nokia and SingTel, and the recent one being Apple. Such
strategic alliances boost the brand equity and the bottom line of the company.

Weakness

High attrition rate in work force – compare to other organizations in the industry
Airtel has a higher attrition rate and have to spend a lot more compare to its
competitors on training and development of its employees.

Limited success outside core business – Even though Airtel is one of the leading
organizations in its industry it has faced challenges in moving to other product
segments with its present culture.

Outsourced Operations: Outsourcing operations helped Airtel in lowering its cost.

But on the other hand, they are running the risk of being dependent on some other
companies which may affect its operations.

Opportunities

New customers from online channel – Over the past few years the company has
invested vast sum of money into the online platform. This investment has opened new
sales channel for Airtel. In the next few years the company can leverage this
 opportunity by knowing its customer better and serving their needs using big data
analytics.
New environmental policies – The new opportunities will create a level playing field
for all the players in the industry. It represent a great opportunity for Airtel to drive
home its advantage in new technology and gain market share in the new product
category.

Strategic Partnership: Partnering with smart phone companies is going to be a

smart strategy as far as MNP (mobile number portability in India) is concerned. This
will ensure fixed cash flows in the future and a higher customer base.

Threats

Intense competition – Stable profitability has increased the number of players in the
industry over last two years which has put downward pressure on not only
profitability but also on overall sales.
No regular supply of innovative products – Over the years the company has
developed numerous products but those are often response to the development by
other players. Secondly the supply of new products is not regular thus leading to high
and low swings in the sales number over period of time.

Idea cellular
Strength

Robust Services: Idea Cellular offers a wide variety of services over and above just
telecom such as digital communication, online entertainment, digital payments, Games,
Movies, music, and cloud-based services.

Wide network: Idea has a network that spans across India and is there in 40,000 towns
across the country. The idea is also credited with the fastest 4 G network in India close
to 230,000 sites and a fibre optic cable covering close to 1.28 lakh kms. It is proposed to
expand the Idea 4G services to 20 circles which will cover more than 94 % of the total
market.

Various domains of service: The Company is also a registered presence in

other technology areas such as Enterprise Services, Customer Service, Marketing,
Internet & Broadband, Infrastructure Innovation, and VAS.

Weakness

Weaker 4 G: In comparison to the market leader Airtel, Idea Cellular indicates slower
4 G speeds and more customer complaints about internet speeds. With increased usage
of smartphones, this can turn out to be a critical weakness.

Poor rural access: Idea Cellular is more focused on urban marketsand cities and
customer complain that the speed is painfully slow in rural regions. This gives many
competitors an upper hand in rural areas.

Pricing: The competition in the telecom service market is on a steep incline and the only
way to penetrate the market through the lowest pricing. However, the company is finding
it extremely challenging to undercut the prices of its competitors.

Promotional Schemes: Mobile service providers are offering numerous promotional

schemes and offers not just on calls but also on data and apps. These promotional
schemes are eating into the financial models of the business.

Opportunities

Growth in technology: The technology changes are creating new opportunities in

domains like VoIP and cloud-based communication services. These may be used as value
added services for telecom service providers for which they can charge a premium.
Connected devices: The possibility of cities migrating to smart cities and the emergence
of connected devices will present a new segment that technology companies can target.
Emerging technologies like artificial intelligence presents a whole new gamut of
services.

Threats

Competition: There is neck to neck competition in the telecom sector from players like
Airtel, Jio, and Vodafone.

Lobbying and mafia: There are a lot of unethical practices and malpractices including
lobbying and corruption in the telecom sector and this is creating a pricing struggle in
the telecom sector in India.

CHAPTER 7
Data Analysis and Interpretation
Age group of respondents
Age Number of Respondents Percentage %

14 28%
15 – 20
 28 56%
20 - 25
1 2%
25 - 30
7 14%
More than 30

15 - 20
20 - 25
25 - 30
More than 30

Interpretation
28% of the respondents are between the groups 15 - 20.
56% of the respondents are between the groups 20 - 25.
2% of the respondents are between the groups 25 - 30.
14% of the respondents are above the 30 years of age.

Gender of the respondent

Gender Number of Percentage %
Respondents
34 68%
Male
16 32%
Female
 Male
Female

Interpretation
68% of the respondents are male.
32% of the respondents are female.

Occupation of the respondent

Number of Percentage %
Occupation
Respondents
36 72%
Students
 10 20%
Employed
0 0
Homemaker
4 8%
Businessman

Students
Employed
Homemaker
Businessman

Interpretation
72% of the respondents are students.
20 % of the respondents are employed.
8% of the respondents are businessman.

Internet is being used for?

 Number of Percentage %
Internet used for
Respondents
2 4%
Business
24 48%
Personal
24 48%
Both

Business
Personal
Both

Interpretation

4% of the respondents use Internet for business purpose.

48% of the people use internet for their personal use.

48% of the people use it for both personal and business purpose.

Are you satisfied with the service provided by the Reliance?

 Number of Percentage %
Satisfied
Respondents
38 76%
Yes
12 24%
No

Yes
No

Interpretation
76% of the respondents are satisfied by the Reliance Jio.
24% of the respondents are not satisfied by the Reliance Jio.
If you are not satisfied with your service provider then what is the
reason for dissatisfaction?

Reason for Number of Percentage %

dissatisfaction Respondents
9 18%
Poor Voice Quality
27 54%
Slow Speed
16 32%
High Cost
7 14%
Others

30

25

20

15
Series1

10

0
Poor Voice Slow Speed High Cost Others
Quality

Interpretation: 18% of the respondents are dissatisfied by Jio as it gives poor

voice quality. 54% of the respondents are not satisfied due to slow speed. 32% of
the respondents are not satisfied due to its high cost and 14% of the respondents
 are dissatisfied by Jio due to other reasons like network issues and call drop
issues

If you are satisfied with the service then what did you like about it?

Number of Percentage %
Reasons for
Respondents
Satisfaction
30 60%
Fast Internet
5 10%
Better Customer Care
Service
9 18%
Better Voice Calling
24 48%
Provides Free Data

35

30

25

20

15
Series1

10

0
Fast Internet Better Better Voice Provides Free
Customer Care Calling Data
Service
Interpretation
60% of the respondents are satisfied because of fast internet.
10% of the people say that Jio gives better customer care service.
18% of the respondents like its voice calling.
48% of the people like Jio as it provides free internet.

How did you come to know about the Reliance Jio?

Awareness Number of Percentage %
Respondents
29 58%
Word of Mouth
12 24%
Television
9 18%
Social Media
0 0
News Paper

Word of Mouth
Television
Social Media
News Paper
 Interpretation
58% of the respondents come to know by word of mouth.
24% of the people by televisions.
18% of the people knew by social media.

Which mobile service you prefer?

Number of Percentage %
Mobile Service
Respondents
42 84%
Prepaid
8 16%
Post paid

Prepaid
Post paid

Interpretation
84% of the people use prepaid networks.
16% of the people use post paid networks.
Which mobile phones do you prefer to use?
Mobile Phones Number of Percentage %
Respondents
4 8%
Jio Phones
46 92%
Smart Phones

Jio Phones
Smart Phones

Interpretation
92% of the people use smart phones.
8% of the people use Jio Phones.
Since how long are you using Reliance Jio?

Number of Respondents Percentage %

19 38%
Less than 1 year
22 44%
1 - 2 years
9 18%
2 - 3 years
0 0
3 - 4 years

less than 1 year

1 - 2 years
2 - 3 years
3 - 4 years

Interpretation
38% of the respondents are using Jio since less than 1 year.
44% of the respondents are using Jio since 1 - 2 years.
18% of the respondents are using Jio since 2 - 3 years.

What is your average quarterly expenditure in mobile recharge?

Expenditure (Rs) Number of Percentage %

Respondents
9 18%
100 - 200
8 16%
200 - 300
22 44%
300 - 400
11 22%
Above 400

100 - 200
200 - 300
300 - 400
Above 400
 Interpretation
18% of people quarterly expenditure on mobile is Rs 100 - 200.
16% of the people quarterly expenditure on mobile is Rs 200 – 300.
44% of the people quarterly expenditure on mobile is Rs 300 - 400.
22% of the people quarterly expenditure on mobile is above Rs 400.

Are you aware of the Reliance Jio Giga Fiber?

Number of Respondent Percentage %

Awareness of the Jio
Giga Fiber
25 50%
Yes
25 50%
No

Yes
No

Interpretations
50% of the people know about Jio Giga fiber.
50% of the people do not know about Jio giga fiber.

How is the network of Jio?

Network Number of Respondent Percentage %

23 46%
Average
26 52%
Good
1 2%
Poor

Average
Good
Poor
Interpretation
46% of the people think network is average.
52% of the people think network is good.
2% of the respondents think network is poor.