Professional Documents
Culture Documents
ON
CUSTOMER SATISFACTION
TOWARDS RELINACE JIO SERVICES
BATCH :( 2016-2018)
Submitted in partial fulfillment of the degree of
LOTUS INSTITUTE OF
MANAGEMENT, BAREILLY
1
ACKNOWLEDGEMENT
The successful completion of that task would not be completed without the
expression of gratitude to the people who made it possible. I take this
opportunity to acknowledge all those who guided, encouraged and helped me in
winding up this Summer training project report .
I feel greatly honored for having done my Summer training project report. I thank
them with full zeal and enthusiasm that they gave this big opportunity to me.
Last but not the least; I would like to extend my deep sense of gratitude and
thanks to my Parents, Friends and God in successful completion of this Summer
training project report.
MONA SAPRA
2
DECLARATION
MONA SAPRA
3
TABLE OF CONTENTS
1. INTRODUCTION 7-18
4
INTRODUCTION
5
INTRODUCTION
registered strong growth in the past decade and half. The Indian mobile economy
The liberal and reformist policies of the Government of India have been
instrumental along with strong consumer demand in the rapid growth in the
6
The government has enabled easy market access to telecom equipment and a fair
investment (FDI) norms has made the sector one of the fastest growing and a top
Industry Analysis:
Indian Telecom Industry has revolutionized over past decades. Since 1850 electric
telegraph started for the first time in India between Calcutta (Kolkata) and
Diamond Harbor (Southern Suburbs of Kolkata). Then from 1920 telecom sector
was drastically changed from cable wired telegraph to wireless telegraph, radio
telegraph, radio telephone, trunk dialing (system allowed users to dial calls with
optical fiber, satellite earth station, and all major cities and town were linked to
telephone services in India. In 1990s telecom was opened for private sector as
well and then in 1995 TRAI (Telephone Regulatory Authority of India) was setup
Nigam Limited). After this for next 10 years many private telecom operators came
7
in Indian telecom sector- Telenor, Docomo, Vodafone, Sistema, Sing Tel, etc.
1995, pager was looked as device offering much mobility in communication, were
Motorola was the big player with approx. 80% market share and other
8
Telecom subscriber base expands substantially-
Compound Annual Growth Rate (CAGR) of 19.5 per cent to 1,022.61 million
2015
the market, while the wire-line segment accounts for the rest.
9
Market Size
2017, registering a Compound Annual Growth Rate (CAGR) of 5.2 % between 2014
According to a study by GSMA, smartphones are expected to account for two out
of every three mobile connections globally by 2020 making India the fourth
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.
10
In spite of only 5 % increase in mobile connections in 2015, overall expenditure on
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
governments efforts to increase penetration in rural areas and the rapid increase
Digitalization in India
space, said National Cyber Security Coordinator GulshanRai at the 3rd edition of
On the flip side, this transformation makes any country vulnerable to cyber
threats, he said. India ranks amongst the five top most countries for malware
11
Mobility, social networking, customer centricity and optimization of supply chain
are four key forces driving the digital transformation, said KPMG director
ArnabMitra.
adoption perspective, the risks identified and a proper mitigation plan needs to
be in place.
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
The Telecom Regulatory Authority of India (TRAI) has directed the telecom
calls.
Government of India has approved the rules for spectrum trading that will
allow telecom companies to buy and sell rights to unused spectrum among
12
themselves. The Union Cabinet chaired by the Prime Minister, Mr
handsets in the country already. Xiaomi and Motorola, along with Lenovo
have also started assembly of smartphones in India. Firms like HTC, Asus
the country.
The Government of India plans to roll out free high-speed WiFi in 2,500
cities and towns across the country over the next three years. The program
13
Introduction:
RIL
presence in retail industry and digital services in India. RIL is built on strong
RIL is dedicated to its vision of partnering Indias economic growth and social
wellbeing. RIL attempts to be a product and service leader across its industries
and a perfect workplace and above all to create long term value for its
and Chemicals
14
Inspiring People-
RIL inspires its people to pursue goals in the face of challenges, and convert those
whom are encouraged to lead the value-creation journey, and become examples
of inspired thinking. RILs employees are its partners in progress. RIL continues to
Motivate and inspire employees to succeed and aspire for the best globally
15
Inspiring Sustainability-
redefine the future for businesses and for the nation. RILs sustainability
initiatives are geared by the dream of its Founder Chairman Late Shri
government and society partner each other constructively. RILs CSR initiatives
help elevate the quality of life of millions. It seeks to touch and transform lives by
RIL aims to continue its efforts to build on its tradition of social responsibility to
16
ORGANIZATION STRUCTURE
17
ORGANIZATION STRUCTURE
Reliance JioInfocomm Ltd. Company of Mr. Mukesh D Ambani is coming with the
Digitalization. They are not only coming with 4G but they are about to launch
with a Digital platform. They have been regressively working since year to make
this project the most successful one. Jio means blessing and yes this project is and
will be blessing for customers as well as people who got employment from this
Jio is not only coming up with 4G Internet but with the powerful ecosystem on
opportunity. There first product which came out in the market is there handsets
LYF which is their own brand. As they have launched new technology VoLTE,
they have launched supportable handsets for the same. Jio also made their own
customized applications which are useful in to the customers For E.g. Jio Money,
Jio Chat, Jio Buzz, Jio Drive and also a website known as AJIO which is a complete
Jios vision is to provide digital services to all the mass and they dont want it to
remain a luxury item for people. The initiatives are truly aligned with the
18
Government of India's Digital India vision for our nation. Thus the Buzz about Jio
will surely come out with a positive outcome for both Reliance and for people
across India.
19
FUNCTIONAL AREAS
HR Practices:
Resourcing from referrals, online portals, campus placements and walk ins.
Payroll Administration
Compensation Management
Workforce Management
Organization Structure:
In this organization, there is CEO Mr. Pranay Pathak to whom various functional
heads report like- Marketing CLVM (Mrs. Bhavna Pandey), Human Resource (Mr.
Akhilesh Singh), and Finance (Mr. Dixit), Sales (Mr. Mahendra Agarwal), Device
20
(Mr. Rajesh Sharma), Connectivity Service Department CSD (Mr. Rajesh Sharma)
and Chief Technical Officer CTO (Mr. Bhupendra Singh). Now there are 1072 Jio
Centers across India and across Uttar Pradesh there are 55 jio Centers. If we talk
about UP, there is 1 Jio Circle Office The Solitaire and 4 Jio Centers in Gomti
Organisational Structure:
CEO Mentor
Area Head
Head JCM
21
PRODUCTS AND SERVICES OF
RELIANCE JIO
22
PRODUCTS AND SERVICES OF RELIANCEJIO
Reliance Jio with a aim to make India Digital is about to introduce with offers like
a time, etc. Company has already come up with Two products FLY smartphone
with variants- Earth, Water Wind and Flame having feature like True 4G, No
latency, Gorilla glass protection front and back, Silent background noise, Crystal
clear voice, HD based video calling, Dual camera build 13MP+2MP, etc. many
more and LED television. RelianceJio is about to come up with almost every retail
electronic and electrical products in the market, that can be easily accessible, easy
coming 4 to 5 years.
across all price points from ultra-premium models on one hand, to entry
23
Digital Currency:Jio envisions a new India which will use digital currency
instead of paper money for a more secure and convenient way to transact.
Jio Drive: Micro and small businesses will soon have access to cutting-edge
only, giving them a new edge to compete on a global landscape. Jio Drive is
Using Jio Drive, anyone can store, synchronize and share any content
Digital Education: Teachers and students from far flung areas can connect
with each other, crowd-source knowledge and adapt new age learning
plane.
constraint, and provide quality of life to the crores that make up our
country.
24
Digital Entertainment and social connectivity:Jio Chat is a powerful
conferencing, file sharing, photo sharing and much more. Jio Play enables
music streaming service that gives instant access to millions of songs and
curated playlists. JioMags and Jio News provide access to the most popular
multiple languages.
range of rich digital products and services can be enabled - digital currency,
Cities, M2M and the Internet of Things. It does not matter whether these
services are created by Jio itself, its ecosystem partners or anyone globally.
25
CORPORATE OFFICE
26
Registered Office
Business Headquarter
Mumbai - 400709
Ph No. 022-30370001
Andhra Pradesh
Hyderabad - 500082
Ph No. 040-30331583
Delhi
27
New Delhi - 110001
Ph No. 011-30211126
Gujarat
Corporate House, Opp Platinum Banquet Hall Prahlad Nagar Road, Nr Reliance
Petrol Pump
Ahmedabad - 380052
Ph No. 079-30342257
Karnataka
5th Floor, Umiya Suntech 7B & 7C, Sadarmangala Indl. Estate Off ITPL, Whitefield
Road
Ph No. 080-30386000
Kerala
28
Kochi - 682016.
Ph No . 0484-3031373
Madhya Pradesh
Maharashtra
Pune 411014
Ph No. 020-30346901/02
Mumbai
Ph No. 022-30364242
29
Punjab
Chandigarh - 160101
Ph No. 0172-3032214
Rajasthan
Jaipur-302006
Ph No. 0141-3031637
Tamil Nadu
Chennai - 600006
Uttar Pradesh
30
Lucknow - 226 010
Ph No. 0522-3031600
West Bengal
Reliance Communications
34 Chowringhee Road,
Kolkata-700071
Ph No. 033-30900377
31
CUSTOMER SATISFACTION
32
CUSTOMER SATISFACTION
products or service in relation to his or her exceptions. Customers usually will have
The research indicates that there are rewards for having satisfied customers which
is depicted as below:
33
SATISFIED CUSTOMERS
LIFETIME OR PURCHASING
34
UNDERSTANDING THE CONSUMER BASED ON VARIOUS
PERSONALITY TYPE :
understand consumer and to segment and target those consumers who are likely to
35
ATTRACTING CUSTOMERS
Todays customers are becoming harder to please. They are smarter, more price
conscious, more demanding, less forgiving and they are approached by many more
Companies seeking to expand their profits and sales have to spend considerable
time and resources searching for new customers. To generate leads, the company
develops ads and places them in media that will reach new prospects; it sends
direct mails and makes phone calls to possible new prospects; its sales person
participate in trade choice where they might find new leads; and so on. All this
activity products a list of suspect. The next task is to identify which suspects are
CUSTOMER RETENTION :
effectively is because the competitors also to try to acquire highly satisfied ( Even
the best interest of customer to stay with the company rather than switch to another
firm. In almost all business situations it is more expensive to win new customers
than to keep the existing ones. Studies have shown that small reductions in
36
customer defections produce significant in profits because of the following
reasons.
2. Loyal customer are less price sensitive and pay less attention to competitors
advertising
3. Servicing existing customers, who are familiar with the firms offering and
processes, is cheaper.
4. Loyal customers spread positive word or mouth and refer other customer.
customers.
After purchasing the product, the consumer will experience some level of
satisfaction or dissatisfaction. The marketers job does not once the produce is
37
POST PURCHASE SATISFACTION:
What determines whether the buyer will be highly satisfied, somewhat satisfied, or
dissatisfied with the purchase? The answer to this question can be given as: buyer
satisfaction is the function of the closeness between the buyers expectation and
Consumers from their expectation on the basis of messages received from sellers,
friends and other source that give information for instance even a sales promotion
offer. As the gap between the expectations and performance becomes larger and
larger the greater is the consumer dissatisfaction. This is where the consumers
coping style comes in to play. Some consumers magnify the gap when the produce
is not perfect, and they are highly dissatisfied, others minimize the gap and are less
dissatisfied.
The importance of studying the post purchase satisfaction suggests that the product
names must truthfully represent the products likely performance. Some sellers
38
Every company must regard each of its customers as a valuable, irreplaceable
asset and treat him or her as they themselves would wish to be treated. The
its natural resources. The organization will face an equally bleak future if it let its
satisfaction deals with data, nor theory, and there is a beauty of data:
39
OBJECTIVE OF STUDY
40
OBJECTIVE OF STUDY
1. To study the customer's satisfaction level on reliance jio product and services.
2. To find the market potential and market penetration of relaince jio product and
services.
41
RESEARCH
METHODOLOGY
42
RESEARCH METHODOLOGY
RESEARCH DESIGN:
The purpose of the methodology is to design the research procedure. This includes
the overall design, the sampling procedure, the data collecting method and analysis
procedure
SAMPLE SIZE:
Sample size refers to the number of respondents, researcher have selected for the
survey. I have selected 100 sampling units from market and individual customers.
SAMPLING TECHNIQUE:
The sample design provides information on the target information and final sample
size. I used conveyed, convenient sampling surveyed in research.
SAMPLING AREA:
While conducting sample, I went to many places of my study area like railway
road, civil lines, model town, etc.
I have used questionnaire as the research instrument to conduct the market survey.
The questionnaire consisted closed ended questions design in such a way that it
should gather maximum information possible
43
The questionnaire was a combination of 13 questions. If choices are given it is
easier for the respondent to response from the choices, rather they think and reply,
also it takes lesser time.
PRIMARY SOURCE: Primary data was collected directly from the customer from
a questionnaire
METHOD OF SAMPLING:
Convenient sampling is used to do sampling as all the customer in the sides are
surveyed.
44
COMPETITION ANALYSIS
45
Competition Analysis:
Competition analysis deals with the competiton that the company is facing.
broadband services and digital services for the country, it is bringing out a new
digital world under the promise of our Honorable PM Mr. Narendra Modi of
making India Digital Nation. Reliance jio is focusing on to bring in the new
technology to make a new digital world and let people experience the same.
have direct competition in the market right now but gradually Telecos like
Vodafone, Idea and Airtel are about to bring 4G services. Airtel has come with the
mission with 4G it doesnt merely mean only 4G SIM and high speed broadband
services but it Jio also talks about 4G digital life that every citizen could take
advantage of and life SMART Life as digital business, digital home care, digital
education, digital healthcare, etc. Hence no Teleco is yet focusing on such a broad
mission rather only on 4G SIM connectivity and high speed data services.
46
But in case of 4G Smartphone handsets competitions are direct and do exists in
S6 Edge+
Moto E 2nd Gen Samsung Galaxy A5, A7, A5 Samsung Galaxy Note 4, 5,
Prime
Yureka Plus
XiaomiRedmi Note 3
Lumia 550
47
Other Relevant Information:
48
Internet Broadband Subscribers
49
DATA ANALYSIS
AND INTERPRETATION
50
This chapter aims obtain the objective of the study by critically analysing the qualitative
data through thoroughly examining the interviewees responses and beliefs. This has been
achieved through evaluating the most relevant responses by the participants. The data has been
analysed and discussed by comparing the comments made by the respondents with the literature
review keeping in mind the research objective of the study. Thus, the rationale of this analysis is
based on the personal answers provided by the respondents.
An appropriately designed questionnaire was used to collect the primary data for the study. The
data for 100 respondents was organized systematically in tables and graphs and then was
subjected to analysis using appropriate statistical tools. The results of the analysis are presented
in the following section in order to assess the customer perception towards online shopping on
Reliance jio.com in India.
Demographical factors
Behavioural factors
51
Demography:
1. Gender of Respondents:
Gender
42%
58% Male
Female
According to demography profile, in this study 70 % male and 30% female respondents are part
of my target population and they help me to fulfil my questionnaire from different area of
Bareilly city. From these groups total respondents are 100. So, according to the survey result,the
male respondents are more and can be told that they interested to shop online than female, even
though both of them shop online.
52
2. Age Group:
Age Group
1%
12%
15 -25
24%
25 -35
63%
35 - 45
45 & above
Below figure shows that 63% respondents are between 15-25 years old, 24% respondents are
between 25-35 years old, 12% respondents between 35-45 years old, and 1% respondents are
between 45&above. Overall result shows that between all of them the respondents who has age
limit between 15 to 35 years (63%+24%= 87%) people are more familiar to shop online on my
target population.
53
3. Occupation:
Occupation
7%
8%
39%
Business person
House wife
46% Salaried
Student
In this survey, 46% of the respondents are salaried and 39% are students. So they both together
made majority of respondents percentage (85%). 8% are business persons and 7% are House
wife. Salaried persons and students will always look for new technologies and new services
which make them more comfort.
54
4. Educational Qualification:
Educational Qualifications
1%
0%
36%
Graduate
post graduate
63%
SSC or Equivalent
PhD
All of them in this survey are graduate and above qualified peoples only. Among these 63% are
graduates, 36% are post graduates and one person is PhD.
55
5. Annual Income:
Annual Income
4%
13%
0- 3 L
23% 3-6L
60%
6-9L
9 & above
Since 39% of this survey is students most of them are of 0-3L income range, ie 60%. 23% of
them are in 3-6Lincome range, 13% in 6-9L and 4% is 9 & above.
56
Behavioural factors:
This survey is conducted on those people who do online shopping and are aware of Reliance jio.
So everyone answered yes for those two questions.
35
29
30
25 23
21
20
14
15
10
5 4
5 3
1 0 0
0
Always Often Sometimes Seldom Never
Male Female
More than half of them use online shopping sometimes, ie 52%. People who always and mostly
shop through online shopping are also good in number, 9 and 35, together 44%. And who use
online shopping rarely is very less in number 4%. Since only 44% are mostly using this, there is
a wide space to fill and to make online shopping a great success. And there is not much gender
difference inonline shopping, which means both males and females enjoying online shopping
and its benefits.
57
7)Mode of awareness about Reliance jio.com:
No: of respondents
45
40
35 39
30
25
20
15 22
10 15 17
5 2 5
0 No: of respondents
58
8) Product selection from the categories given by Reliance jio.com:
Rating of the Discounts and Review about the Brand of the Total
product features product product
No: of 14 48 26 12 100
Responses
Percentage 14 48 26 12 100
No: of Responses
60
50
48
40
30
No: of Responses
26
20
10 14
12
0
Rating of the Discounts and Review about the Brand of the
product features product product
59
topurchase. Product review is a kind of word of mouth strategy where product usersleave their
review on their experiences with Reliance jio. Customers are giving priority to these two
features while brand of product (12%) and rating of product (14%) also taken care by some
other customers.
9) Rating of services on Reliance jio.com (in a scale of Excellent, Good, Average,
below average, Poor)
60
60
50
40
Cash on delivery
30 30 days replacement policy
EMI options
Free shipping
20
10
0
Excellent Good Average Below Poor
Average
46% of respondents are rated excellent for cash on delivery service, while for 30 days
replacement policy 55% rated good and 23% rated excellent. For EMI options 48% rated good
and 21% rated excellent, and for free shipping 35% rated excellent.
While analysing the data, customers have more interest in two services of Reliance jio: That is,
30 days replacement policy and EMI options.
Since Reliance jio is providing 30 days replacement policy for all the products in the platform.
And this combined mix service increased the customer trust.
61
In case of EMI options, Reliance jio is the only site which accepts all credit cards and thus it
provides a better payment options to the customers.
Cash on delivery is a compactable service that provided to the customers and they are much
satisfied on that service also. Even some rated less for this service, may be because of less
customised experience on cash on delivery.
In case of free shipping, Reliance jio provide this service for total purchase of rupees 300 and
above only. So it may affect some of the customers who purchase less price products frequently.
62
Graph : Issues faced when purchased from Reliance jio
40 37
35
30
30
25
20
15 12
8
10 6 6
5 1
No of Responses
In this survey, 30% of customers didnt face any of those problems that mentioned, while 37%
of customers faced out of stock issue. This is one of serious issue faced by most of customers.
Since discounts and features are the one feature that most of the customers looking for and
when a good product with high discount is displayed in Reliance jio platform, customers
brought it as soon as they could. Thus the products will be out of stocked.
Reliance jio started notifying the customers about the product when the stock got available.
63
Payment issues and replacement issues are less in number (total 12%) since different payment
options like EMI options, card payments, Cash on delivery, Wallet payments etc are
provided by Reliance jio and customers are satisfied with those.
In case of replacement also only less issues are happened, thus shows most of them are satisfied
with that service.
Delay in delivery happens because of shipping and courier service issues. It is a problem with
supply chain. Mostly it happens in the end part of the supply and in rural areas where courier
services are less active.
Faulty product issue also happened to 8% of the customers and one of the policies to overcome
this issue is 30 days replacement policy of Reliance jio.
Yes No Total
No: of 95 5 100
Responses
Percentage 95 5 100
64
Graph : Recommending Reliance jio to others
95
100
80
60
40
5
20
0
Yes No
No: of Responses
In this survey, most of them (95%) are happy to recommend Reliance jio to others like friends
and family. And this shows word of mouth publicity is successfully running and this is one of the
great advantages for Reliance jio.
12) Customers rating about services on Reliance jio.com: (in a scale of 5, 5 as highest and 1
as least)
1 2 3 4 5 Total
65
No of 7 11 16 49 17 100
Responses
Percentage 7 11 16 49 17 100
49
50
40
30
16 17
20
11
7
10
0
1 2 3 4 5
No of Responses
While analysing the rating of experiences, Reliance jio provides a good and excellent
experiences to most of the customers.
49% of customers rated 4 as the experience and more than half of the population (66%) rated 4 &
5 as experience.
66
Yes No Total
No: of responses 81 19 100
Percentage 81 19 100
81
100
80
60
19
40
20
0
Yes No
No: of responses
81% of the population is satisfied with the service of Reliance jio. This helpsReliance jio to
retain the customers and also shows that the branding and marketing techniques of Reliance jio
also got succeed.
67
FINDINGS
68
FINDINGS
employees are satisfied with the training programs conducted in the organization
Basically the focus was on to fetch the feedback of DSS (Digital Sales Specialists)
as theyre the frontier of the organization in the market and deals with the
there may left no gap between training program concepts and the DSS, as they
must be properly introduced and trained about any existing or upcoming product,
service or scheme and that the methods adopted to train them is best.
69
In view of the limited time available for the study, only training process
could be studied.
All the information required was not available by the company for
The sample size is small to reflect the opinion of all reliance jio.
Conclusion:
Analyses of all the facts and figures, observation and experience during the
sessions imparted by the Learning (training) and Development Team and the
organization. Substantial number employees are content with the way the
training is conducted still there are few either non attentive, confused otherwise.
any training session, theyre totally satisfied. In case of type of training being
conducted majority felt that traditional classroom learning and e- learning (Jio
University courses) are beneficial and convenient for them. And employees also
rated training team 4 or 5 on the scale of 5, where 1- very poor and 5- excellent.
70
It can be concluded that Learning and Development team is taking their role on
positive side and making employees ready for their respective role. Overall
71
RECOMMENDATIONS
72
RECOMMENDATIONS
Proper training reliance jio should be prepared continuously that may help
Hiring of employees should be not done only on the basis of skills and
talent but also the attitude they carry and show should be one of the
training, as if employees carry positive attitude then training for them can
be more effective.
73
Training needs should be assessed on regularly basis by observing the
to time, so that dump can be created of those employees who are absent
from sessions.
been taken of DSS. This will help the trainersto know DSSs pre and post
Conclusion:
74
setting. Training if conducted in a proper way can be a prime opportunity to
expand the knowledge base of all employees. Providing the necessary training
creates a workplace wherein employees can take over one another when needed,
and development that a company makes shows the employees that they are
their jobs and tasks. Overall, this program helps create benefits for the individuals
and the company as well that makes the cost and time a worthwhile investment.
CONCLUDING REMARKS
Summary:
On the basis of above mentioned facts and figures, the observation during
and Development team at Reliance Jio. The company and its L&D team is
performing its role up to the mark and trainees are satisfied with the training
delivered to them.
75
Training imparted meets the objectives like-
Assists the employees to acquire skills, knowledge and attitude and also
employees.
Its quite clear that there is no other alternative to the development of Human
knowledge and explore the mind set of employees (DSS), thereby increasing the
76
LIMITATIONS
77
LIMITATIONS OF PROJECT
Various limitation occurred in performing this task and preparing the project
includes-
In view of the limited time available for the study, only Training process
could be studied.
All the information required was not available by the company for
The sample size is small to reflect the opinion of all the DSS (Digital Sales
Specialists).
to the needs.
78
To help Management by giving recommendations based on observations.
79
BIBLIOGRAPHY
80
REFERENCES/BIBLIOGRAPHY
http://www.ril.com/ourBusinesses/Jio.aspx
http://www.ibef.org/industry/indian-telecommunications-industry-
analysis-presentation
www.JIO.com
www. MYLYF.com
www.google.com
www.wikipedia.com
VARIOUS BOOKS:
81
ANNEXURE
82
Questionnaire for Customer
Name: Occupation:
Address:
a. Sex: Male/Female
Contact no.:
Signature:
Male
Female
Q2) What is your Age?
15-25
25-35
35-45
45&above
Business profession
Housewife
Salaried
Student
83
Graduate
Post Graduate
SSC
Others
1-3L
3-6L
6-9L
9L&ABOVE
Always
Seldom
Often
Never
Sometimes
Q7) From which source you came to know about reliance jio?
Word of mouth
Advertisements, newspapers, TV
Blogs
Links from other sites
Promotional emails
Search engines
84
Discounts & Features
Review about the product
Brand of the product
Excellent
Average
Good
Below average
Poor
Q10) What are the issues faced by customers while shopping in Reliancejio.com?
Out of stock
Payment issues
Replacement issues
Delay in delivery
Faulty product
No issues
Others
Yes
No
Q12) How much do you rate services of Reliance jio .com(in a scale of 5, 5 as
highest and 1 as least)?
1
2
85
3
4
5
Q13) Are you fully satisfied from Reliance jio?
Yes
No
86