A STUDY ON SERVICE QUALITY AND ITS IMPACT ON CUSTOMER PREFERENCE WITH REFERENCE TO RELIANCE JIO SIM IN CUDDALORE TOWNA Thesis Submitted ToST. JOSEPHS COLLEGE OF ARTS AND SCIENCE (AUTONOMOUS) In Partial Fulfilment of the Requirements for the Award of the Degree of Master of Philosophy In CommerceSubmitted byDHIVYA. NReg. No: A17MPCM01Under the Guidance of Dr.
L. SANTHANA RAJ, M.COM., M.A., M.
B.M., M.PHIL., PH.D.,Assistant Professor in CommercePG & RESEARCH DEPARTMENT OF COMMERCEST. JOSEPH’S COLLEGE OF ARTS AND SCIENCE (AUTONOMOUS)CUDDALORE – 607001AUGUST 2018 Dr.
L. SANTHANA RAJ, M.COM., M.A., M.B.
M., M.PHIL., PH.D.,Assistant Professor in CommerceSt. Joseph’s College of Arts & Science (Autonomous)Cuddalore – 607001CERTIFICATEThis is to certify that the Dissertation titled “A STUDY ON SERVICE QUALITY AND ITS IMPACT ON CUSTOMER PREFERENCE WITH REFERANCE TO RELIANCE JIO SIM IN CUDDALORE TOWN” submitted by DHIVYA.
N, Reg: No: A17MPCM01 is a record of her original and independent work done during the period of study under my supervision and guidance and submitted to St. Joseph’s College of Arts and Science (Autonomous), Cuddalore-1, affiliated to Thiruvalluvar University, Vellore in partial fulfilment for the award of the Degree of MASTER OF PHILOSOPHY in Commerce.Head of the Department Research Advisor PrincipalPlace: CuddaloreDate: External Examiner:1.2. N. DhivyaA17MPCM01,PG and Research Department of Commerce,St. Joseph’s College of Arts and Science (Autonomous),Cuddalore – 607001DECLARATIONI hereby declare that the work embodied in thesis titled “A STUDY ON SERVICE QUALITY AND ITS IMPACT ON CUSTOMER PREFERENCE WITH REFERANCE TO RELIANCE JIO SIM IN CUDDALORE TOWN”, has been originally carried out by me under the guidance and supervision of Dr.
L. SANTHANA RAJ, M.COM., M.A., M.B.M.
, M.PHIL., PH.D., Assistant Professor in Commerce, St.
Joseph’s College of Arts and Science (Autonomous), Cuddalore – 1. This study has not been previously formed the basis for award of any Degree, Diploma, Associate ship, Fellowship or any other similar titles. N.DHIVYA(A17MPCM01)Place: CuddaloreDate: ACKNOWLWDGEMENTI praise and thank lord almighty for this abundant blessing, courage, strength, and confidence showered upon me in completing the project successfully.I extend my sincere thanks to REV.
FR. G. PETER RAJENDIRAM, M.A., M.Sc., M.
Ed., M.Phil., Secretary, ST. JOSEPH’S COLLEGE OF ARTS AND SCIENCE (AUTONOMOUS), CUDDALORE – 1 for the help extended during the entire course.I extend my sincere thanks to Dr. S. CHINNAPPAN, M.
A., M.Phil., Ph.D., PRINCILAL, ST.
JOSEPH’S COLLEGE OF ARTS AND SCIENCE (AUTONOMOUS), CUDDALORE – 1, in completing my thesis.I extend my gratitude to Dr. I.
SAVARIMUTHU, M.Com., M.Ed., M.Phil., M.
B.A., Ph.D., Head of the Department ST. JOSEPH’S COLLEGE OF ARTS AND SCIENCE (AUTONOMOUS), CUDDALORE – 1, for his support guidance and scholarly inspiration in the course of my project work.I wish to express my deep gratitude and heartfelt thanks to my guide Dr.
L. SANTHANA RAJ, M.COM.
, M.A., M.B.M., M.PHIL.
, PH.D., Asst.
Professor in department of Commerce, St. Joseph’s College of Arts and Science (Autonomous), Cuddalore, for his excellent guidance, invaluable and continuous contribution in the successful completion of my thesis and stimulation to complete the research work.I extended my sincere thanks to Mr. N. Pukazhenthi for helping me in applying various statistical tools for processing and analysing the data. Finally, I extend my love and affection to My Parents and Family Members, Teachers and My Friend for the continuous guidance and support throughout my career.Place: Cuddalore Date: (DHIVYA. N)LIST OF CONTENTSCHAPTERSPARTICULAR PAGE NOI INTRODUCTION Scope of the Study Statement of the problem Objectives of the Study Hypothesis Research Methodology Limitations of the Study Chapterization II REVIEW OF THE LITERATURE III THEORITICAL BACKGROUND OF THE STUDY AND COMPANY PROFILE IV DATA ANALYSIS ; INTERPRETATION V SUMMARY OF FINDINGS, SUGGESTION ; CONCLUSION APPENDIX BIBLOGRAPHYQUESTIONNAIRE LIST OF TABLESTABLE NO TITLE PAGE NO4.
1 Distribution of respondents based on gender 4.2 Distribution of respondents based on age 4.3 Distribution of respondents based on educational qualification 4.4 Distribution of respondents based on occupation 4.5 Distribution of respondents based on marital status 4.6 Distribution of respondents based on monthly income 4.7 Distribution of respondents based on having smart mobile phone 4.8 Distribution of respondents based on service provider 4.
9 Distribution of respondents based on purchasing place of reliance jio sim 4.10 Distribution of respondents based on aware aboutreliance jio sim 4.11 Distribution of respondents based on reason to shiftreliance jio sim 4.
12 Distribution of respondents based on sources ofreliance jio sim 4.13 Distribution of respondents based on period of usingreliance jio sim 4.14 Distribution of respondents based on convince to usereliance jio sim 4.15 Distribution of respondents based on service like to usereliance jio sim 4.
16 Distribution of respondents based on reason for choosereliance jio sim 4.17 Distribution of respondents based on types of jio app 4.18 Distribution of respondents based on uses of current service provider 4.19 Distribution of respondents based on make call for customer care 4.20 Distribution of respondents based on improvement in reliance jio 4.
21 Distribution of respondents based on problem in reliance jio 4.22 Distribution of respondents based on opinion about satisfaction level of reliance jio sim 4.23 Distribution of respondents based on reliance jio sim recommend others 4.24 Distribution of respondents based on factors for selecting reliance jio sim 4.25 Distribution of respondents based on reason for customer preference of reliance jio sim LIST OF CHARTSCHART NO TITLE PAGE NO4.1 Distribution of respondents based on gender 4.2 Distribution of respondents based on age 4.3 Distribution of respondents based on educational qualification 4.
4 Distribution of respondents based on occupation 4.5 Distribution of respondents based on marital status 4.6 Distribution of respondents based on monthly income 4.7 Distribution of respondents based on having smart mobile phone 4.8 Distribution of respondents based on service provider 4.9 Distribution of respondents based on purchasing place of reliance jio sim 4.
10 Distribution of respondents based on aware aboutreliance jio sim 4.11 Distribution of respondents based on reason to shiftreliance jio sim 4.12 Distribution of respondents based on sources ofreliance jio sim 4.
13 Distribution of respondents based on period of usingreliance jio sim 4.14 Distribution of respondents based on convince to usereliance jio sim 4.15 Distribution of respondents based on service like to usereliance jio sim 4.16 Distribution of respondents based on reason for choosereliance jio sim 4.
17 Distribution of respondents based on types of jio app 4.18 Distribution of respondents based on uses of current service provider 4.19 Distribution of respondents based on make call for customer care 4.20 Distribution of respondents based on improvement in reliance jio 4.21 Distribution of respondents based on problem in reliance jio 4.22 Distribution of respondents based on opinion about satisfaction level of reliance jio sim 4.23 Distribution of respondents based on reliance jio sim recommend others 4.
24 Distribution of respondents based on factors for selecting reliance jio sim 4.25 Distribution of respondents based on reason for customer preference of reliance jio sim CHAPTER IINTRODUCTIONCHAPTER IRESEARCH DESIGNINTRODUCTIONIndia is currently the world’s second-biggest telecommunications marketplace with a subscriber base of 1.20 billion and has registered robust increase in the past decade and half of. The Indian mobile financial system is growing unexpectedly and could make a contribution extensively to India’s gross domestic product (gdp), in line with file organized by using gsm affiliation (gsma) in collaboration with the Boston Consulting Group (bcg). App downloads in the country grew approximately 215 per cent between 2015 and 2017.
The liberal and reformist policies of the Government of India have been instrumental along with strong consumer demand in the rapid growth in the Indian telecom sector. The government has enabled easy market access to telecom equipment and a fair and proactive regulatory framework that has ensured availability of telecom services to consumer at affordable prices. The deregulation of Foreign Direct Investment (FDI) norms has made the sector one of the fastest growing and a top five employment opportunity generator in the country.The Indian telecom sector is expected to generate four million direct and indirect jobs over the next five years according to estimates by Randstad India. The employment opportunities are expected to be created due to combination of government’s efforts to increase penetration in rural areas and the rapid increase in smartphone sales and rising internet usage.Market SizeThe mobile industry is expected to create a total economic value of Rs 14 trillion (US$ 217.37 billion) by the year 2020. It would generate around 3 million direct job opportunities and 2 million indirect jobs during this [email protected]
India’s smartphone market grew 14 per cent year-on-year to a total of 124 million shipments in 2017.Rise in mobile-phone penetration and decline in data costs will add 500 million new internet users in India over the next five years, creating opportunities for new businesses. The monthly data usage per smartphone in India is expected to increase from 3.9 GB in 2017 to 18 GB by 2023.Investment/Major developmentWith daily increasing subscriber base, there have been a lot of investments and developments in the sector. The industry has attracted FDI worth US$ 30.08 billion during the period April 2000 to December 2017, according to the data released by Department of Industrial Policy and Promotion (DIPP).
Some of the developments in the recent past are:During the first quarter of 2018, India became the world’s fastest-growing market for mobile applications.Finnish telecommunication company Nokia, is going to collaborate with Indian telecom companies Bharti Airtel and BSNL to work on the roadmap for development of 5G technology and creating a conducive ecosystem for 5G in India.India telecommunication companies will be investing US$ 20 billion over the next two years for expansion of network and operations, stated Mr Akhil Gupta, Vice Chairman, Bharti Enterprise.Government InitiativesThe government has fast-tracked reforms in the telecom sector and continues to be proactive in providing room for growth for telecom companies. Some of the other major initiatives taken by the government are as follows:The Government of India is soon going to come out with a new National Telecom Policy 2018 in lieu of rapid technological advancement in the sector over the past few years. The policy has envisaged attracting investments worth US$ 100 billion in the sector by 2022.The Government of India is working to digitally connect the rural and remote regions in the country and has decided a new affordable tariff structure with the principle of more you use, less you pay.
The changes will soon be reflected in tariff changes by service providers in the country.SERVICEDefinition: Services as defines “Activities, benefits and satisfactions which are offered for sale or are provided in connection with the sale of goods.” – American Marketing AssociationCharacteristics of a service:The defining characteristics of a service are:Intangibility: Service is intangible and do not have physical lifestyles. As a result services cannot be touched, held, tasted or smelt. That is most defining characteristic of a provider and that which frequently differentiates it from a product.
Additionally, it poses a completely unique assignment to the ones engaged in advertising a provider as they want to connect tangible attributes to an in any other case intangible providing. Heterogeneity/Variability: given the very nature of services, each provider presenting is specific and cannot be precisely repeated even by the identical carrier company. Whilst merchandise can be mass produced and be homogenous the identical isn’t proper of services. Eg: all burgers of a specific flavour at mcdonalds are almost equal. But, the equal isn’t always real of the carrier rendered via the identical counter body of workers consecutively to 2 clients. Given the very nature of services, each service offering is unique and cannot be exactly repeated even by the same service provider. While products can be mass produced and be homogenous the same is not true of services. Eg: All burgers of a particular flavour at McDonalds are almost identical.
However, the same is not true of the service rendered by the same counter staff consecutively to two customers.Perishability: Services cannot be stored, saved, back or resold when they have been used. As soon as rendered to a client the service is absolutely fed on and cannot be added to another purchaser. Eg: A purchaser dissatisfied with the services of a barber can’t go back the carrier of the haircut that becomes rendered to him. On the maximum he may additionally determine now not to go to that particular barber in the future. Inseparability/Simultaneity of production and consumption: this refers back to the reality that services are generated and consumed inside the same time frame. Eg: A haircut is introduced to and consumed by way of a consumer simultaneously in contrast to, say, a takeaway burger which the patron might also eat even after a few hours of buy.
Moreover, it’s far very tough to split a carrier from the provider issuer. Eg: the barber is necessarily a part of the carrier of a haircut that he’s turning in to his customer. QUALITYThe definition of “Quality” has changed over time, and even nowadays some variance is located in how its miles defined. But, a few commonalities can still be found. The common detail of the business definitions is that the first-rate of a product or service refers back to the perception of the degree to which the service or product meets the customer’s expectancies. Great has no specific meaning unless associated with a specific characteristic and/or item. The business meanings of Quality have developed over time. Various interpretations are given below:American society for first-rate define “An aggregate of quantitative and qualitative perspectives for which each person has his or her personal definition; examples of which include, “meeting the necessities and expectancies in services or products that have been committed to” and “pursuit of finest answers contributing to showed successes, enjoyable accountabilities”.
In technical usage, quality can have two meanings:The characteristics of a product or service that bear on its ability to satisfy stated or implied needs;A product or service free of deficiencies.SERVICE QUALITYService quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived overall performance (P), giving upward thrust to the equation SQ=P-E. This conceptualisation of service quality has its origins in the expectancy-disconfirmation paradigm.A business with high service quality will meet or exceed customer expectations at the same time as final economically competitive. Evidence from empirical research shows that improved service quality will increases profitability and long term economic competitiveness. Upgrades to service quality may be carried out by improving operational strategies; figuring out issues quickly and systematically; establishing valid and dependable overall service performance measures and measuring customer satisfaction and different performance consequences. CUSTOMER PREFERENCECustomer preferences are expectations likes, dislikes, motivations and disposition that pressure consumer purchasing decisions. They supplement customer needs in explaining customer behavior.
For example, a customer needs shoes and they might select a particular style, brand and color. Appealing to the preferences of customers is a basic marketing technique that is useful for branding, product development, distribution and customer experience. The following are common types of customer preference.Convenience: who prefer things which are easy including a settling for a nearby restaurant? Convenience is considered a strong sort of consumer motivation. Effort: The satisfaction that outcomes from effort.
For example: a customer who gains a sense of accomplishment from a diy project.User Interfaces: A few customers will prefer for the best person interface feasible. Others will prefer for lots of buttons to play with. This will be as a whole lot about preference as need. Communication & Information: Preference related to verbal exchange style and statistics density. For example, a few customer need to read unique specifications and others need to listen a story. Stability Vs Variety: Customers who would select the identical exact footwear they bought 12 months in the past inside the equal season as opposed to clients who prefer for a first-rate type of shoes and avoid repeat purchases. Risk: The risk tolerance of the consumer applies to reputedly risk free things including shopping a brand new emblem for the first time.
Values: Preference related to values which include customers who purchase environmentally pleasant products. Sensory: Preferences associated to color, look, flavour, smell, touch and sound.Time: Time preferences such as a customer who prefers an attentive waiter who drops purchase every five minutes as opposed to a customer who doesn’t want to sense rushed.Customer Service: It is well known in the customer service industry that some customers prefer friendly service and others prefer diligence and professional distance.
For example, a hotel porter who engages in friendly conversation versus dry information about the room and hotel.Customer Experience: Preferences related to the end-to-end customer experience. For example, the indoors design lighting, art, music and social atmosphere at a restaurant.Understanding customer preferences is very important whether we are selling a product or offering a service.SCOPE OF THE STUDYThe Scope of this research is limited to Cuddalore Town. The research confines to the study of Services Quality and its impact on customers preferences towards Reliance Jio Sim in Cuddalore town. The scope of this study is to analyse the awareness level, factors influencing, reasons and opinion about reliance jio sim service and the customer preference and satisfaction items include; Network Coverage, Network quality, Customer support, Complaint management, Availability customer service centres’, Billing Services, Value Added Services and Promotional offers. This study is helpful in improving the service quality and customer preference and satisfaction with Reliance telecom services.
STATEMENT OF THE PROBLEMIn today’s competitive business environment, service quality is an increasingly important component of an effective organisation in telecom service sector. Service quality is a key component of all successful organization in telecom service sectors. The Services Quality is very crucial components so as to satisfy the customers through customers’ expectation and customers’ perception towards the Reliance Jio sim. In this study whether service provider fulfil the customers need. For that reason, this study is made to know the quality of services and its impact on customer preference provided by Reliance Jio Sim and any continuous improvement can be done if needed. OBJECTIVE OF THE STUDYTo study the awareness level about reliance Jio Sim service to customers.To study the factors influencing for selecting reliance Jio Sim service to customers.
To study the opinion about Reliance Jio Sim service to customers.To study on Customer preference on Reliance Jio Sim service to customers.To study the Customer’s Satisfaction towards Reliance Jio Sim service to customers.HYPOTHESISThere is no association between income of the respondents and awareness about reliance jio sim.There is no association between age of the respondents and factors selecting reliance jio service.There is no association between age of the respondents and the opinion about satisfaction level of jio service.
There is no association between smart mobile phone holder with relate to reason for buying reliance jio sim.There is no association between a number of months and the opinion about reliance Jio service.There is no association between preference of selecting Jio sim and awareness about Jio sim.There is no association between occupation of the respondents with relate to choosing of the Reliance Jio service provider.
To study the relation between ages of the respondents with relate to opinion about the satisfaction level of reliance jio service. RESEARCH METHODOLOGYResearch is an art of scientific investigation. “A research is a careful investigation or inquiry especially through search for new fact in any branch of knowledge. It is a systemized effort to gain more knowledge”.Data CollectionPrimary Data: The Primary data are collected through Questionnaire and Interview method. Survey is conducted using well formulated questionnaire.Secondary Data: The Secondary data are collected from journals, magazines, publication, reports, books, articles, research paper, website, company publication, manuals, and booklets.Research design: Research Design is the arrangement of condition for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure.
It is a conceptual structure within which research is conducted. It constitutes the blueprint for the collection, measurement and analysis of data from Descriptive Research Design.Sampling TechniquesSampleSample denoted only a part of the universe and population. The sample represents the population and is having the same characterizing as the population.
Sampling MethodSample SizeThe sample size of the analysis is selected from sampling unit. The sample size is consisting of 200 respondents using the questionnaire method in Cuddalore Town.Sample design:A Survey was conducted in Cuddalore Town in order to study the service quality and its impact on customer preference. Using convenient sampling, the samples were selected for the study.Area of the StudyThe study area will be conducted in “A Study on Service Quality and its impact on Customer Preference” towards Reliance Jio Sim in Cuddalore Town; the area should be covered Cuddalore OT, Cuddalore NT, and Manjakuppam.Statistical Tools used for Analysis Chi-Square TestDescriptive StatisticsCorrelationChi-Square TestThe Chi-Square Test is the widely used non-parametric statistical test that describes the magnitude of discrepancy between the observed data and the data expected to be obtained with a specific hypothesis.The observed and expected frequencies are said to be completely coinciding when the ?2 = 0 and as the value of ?2 increases the discrepancy between the observed and expected data becomes significant.
The following formula is used to calculate Chi-square:?2=(o-E)2EWhere,O = Observed FrequencyE = Expected or Theoretical FrequencyThe computed value of ?2 is compared with the table value of ?2 for a given degree of freedom and at a given significance level. If the calculated value exceeds the table value, then the difference between the observed frequencies and expected frequencies is said to be significant, i.e. it could not have arisen due to the fluctuations in simple sampling.Descriptive StatisticsDescriptive statistics are brief descriptive coefficients that summarize a given data set, which can be either a representation of the entire or a sample of a population.
Descriptive statistics are broken down into measures of central tendency and measures of variability (spread). Measures of central tendency include the mean, median, and mode, while measures of variability include the standard deviation, variance, the minimum and maximum variables, and the kurtosis and Skewness.CorrelationsCorrelation is a statistical measure that indicates the extent to which two or more variables fluctuate together. A positive correlation indicates the extent to which those variables increase or decrease in parallel; a negative correlation indicates the extent to which one variable increases as the other decreases.PERIOD OF THE STUDYThe study has been conducted for the period of Four month from February 2018 to May 2018, during which required data were collected for the study.
LIMITATIONS OF THE STUDYThe sample size was limited to 200 customers only.The respondents may not have properly answered the questionnaire.The respondents may not be willing to share there information.The level of respondents is low because fear and illiteracy of respondents.CHAPTERIZATION:The study has been divided into five chapters:The First chapter deals with Introduction of telecommunication industry, Scope of the Study, Statement of the Problem, Objectives of the study, Hypothesis, Research Methodology, Limitations of the study and Chapterization.The Second chapter deals with the Review of Literature relevant to the present study and conceptual frame work.The Third chapter deals with the Theoretical Background of service quality and Company Profile of Reliance Jio.
The Fourth chapter deals with Data Analysis and Interpretation of “A Study on Service Quality and its impact on Customer Preference towards Reliance Jio Sim” in Cuddalore Town. The Fifth chapter deals with Summary of Finding, Suggestion, and Conclusion.CHAPTER IILITERATURE REVIEWCHAPTER IILITERATURE REVIEWKR Mahalaxmi, Suresh Kumar N, (2017)1 – “Service Quality and the customer satisfaction level of reliance JIO”, the result of this study look at well-known shows that the people are aware of the tariffs plans of JIO. Call dropping, Decreased internet speed, no network coverage in rural region were the causes for dissatisfaction in Reliance JIO.Ernest (2017)2 – “Customer loyalty in telecom service sector: the role of service quality and customer commitment”, he concluded that service reliability is a direct predictor of customer loyalty while service assurance is not. Effective commitment has an immediate positive effect on consumer loyalty and partly mediates the connection between service reliability and customer loyalty.
In contrast, the mediating effects of affective and continuance commitment on the relationship among service assurance and customer loyalty have been positive but insignificant. Finally, affective commitment mediates the effect of continuance commitment on customer loyalty. KR Mahalaxmi, Suresh Kumar N (2017) “Service quality and its impact on Customer’s satisfaction towards Reliance JIO” Volume 2; Issue 3; May 2017; Page No. 35-41.Ernest E. I. (2017). “Customer loyalty in telecom service sector: the role of service quality and customer commitment”, The TQM Journal, Vol.
29 Issue: 1, pp.19 – 36.Rubogora Felix (2017)3 – The researcher study about the relationship among service quality and customer satisfaction in Banque Populaire du Rwanda, Kigali branches. The researcher observed that there is a high-quality and sizeable courting among service quality and customer satisfaction as comparing dimension like customer loyalty with reliability, responsiveness and assurance. He says that if BPR is to increase on service it offers to her customers to guarantee their satisfaction, BPR man should: (a) keeps on errors-free mins service, (b) cope with purchaser tribulations in dependable way, (c) be prepared to solve customer tribulations in a timely fashion and (d) soak up issue needs of various customers.
Saravanan S, Manigandan K (2017)4 – He study about the Service Quality on Telecom sector in India and he define Service sector gaps. All the telecom industries are striving to reduce this gap occurred in Service Delivery System. Through reducing the gap, the Quality of service will improve in terms of prompt service, zero defects, effective communication and individualized attention to customers. It gives the profitability, business growth, growth of market share, gain value and financial performance to the organization. https://www.researchgate.net/publication/271969171Saravanan S, Manigandan K (2017), Service Quality on Telecom Sector in India, International Journal for Scientific Research & Development, ISSN (Online): 2321 0613, IJSRDV5I10021, Volume : 5, Issue: 1, Pg: 477-480.
R. Sorna priya and M. Sathiya (2017)5 – The researcher study about the satisfaction of customer towards Jio network and the data is collected from 50 respondents with help of convenient sampling technique. The study suggests from its analysis to enhance the network coverage and put off the calling congestion.
P. Vijay (2016)6 – He study about the Customer preferences towards mobile network service provider in Coimbatore city. Their study exposed that the most people of the respondents exhibit maximum preferences to Airtel and slightest preferences to Aircel in preferring the network service providers.
He additionally found that their respondents had given top preferences to service quality, Value added services in preferring the network service providers. Darlami, (2016)7 – The researcher study about “Customer Satisfaction towards Reliance JIO” The goal of the study is to find the market potential and market penetration of Reliance JIO in Muradnagar. His study found out that 71.23% respondents have been satisfied with Reliance JIO and the customers are highly satisfied with the 4G services provided by way of Reliance JIO.R. Sorna priya and M. Sathiya (2017), Customer Satisfaction towards Reliance Jio Network, Asian Journal of Managerial Science, ISSN: 2249-6300 Vol. 6 No.
1, 2017, pp.21-27.Vijay P, DV – Customer Preferences towards the Mobile Network Service Provider – A Study with the Special Reference to Coimbatore City, International Journal of Management Research & Review.
2016, 1386-1392.Darlami R. A Summer Training Project Report on Customer Satisfaction towards Reliance JIO, Duhai, Ghaziabad: Institute of Management & Research, 2016.Regeena J. Murali, (2015)8 – This study is based on the preferences and satisfaction level of consumers on mobile network services and also the factors considered by means of them purchasing mobile network.
Her study revealed that network interception is the important factor for inflicting dissatisfaction and brand name is taken into consideration as important element for choosing a service provider.Gupta, (2015)9 – The study is to identify the difference of customer perception and expectation towards mobile phone services. Gupta’s has concluded that the consumers have been extra ordinarily contented with the long duration recharge facility which saves their time and additionally non-compulsory that the service provider must give attention to the problems which might be to be faced through the consumers like busy network, reach of mobile connectivity and more over talks.
Rahhal (2015)10 – He study about the service quality dimensions on customer satisfaction by Syrian Mobile telecommunication services. This research paper is initiates that the acquisition of a competitive approach is influenced by the levels of network quality, reliability of the network and efficiency. These factors influenced customer satisfaction and accordingly competitive advantage. Regeena J, Murali NT, “Preference and Satisfaction Level of Consumers towards Mobile Network Services”, International Journal of Economics and Research, 2015, pp: 247-256.Gupta P, Perception of Customers towards Cellular Phone Services, International Journal of Informative & Futuristic Research, 2015, 2023-2033.
Rahhal. W (2015), “The Effects of Service Quality Dimensions on Customer Satisfaction: An Empirical Investigation in Syrian Mobile Telecommunication Services”, International Journal of Business and Management Invention, 4(5), pg: 81 – 89.Carol Lu, Celine Berchoux, Michael W. Marek, Brendan Chen, (2015)11 – This author study about the Service quality and customer satisfaction for luxury hotels.
The most findings of the studies were that: right here were no essential disconnects within the respective understandings of managers and visitors; however, the two businesses second-hand no longer the identical language to explicit luxurious, service quality and satisfaction; the managers evaluated the satisfaction in provisos of services provided, but the guests conceptualized satisfaction in stipulation of investigate time – honored for the outlay of lodging; and luxury, service quality and satisfaction have been strictly allied in the minds of the managers and guests and were not self-sufficient constructs. Michael C. Handrinos, Dimitrios Folinas, Konstantinos Rotsios (2015)12 – The authors studies about to evaluate the quality of service for a farm school store by using the SERVQUAL model. Firstly, the finding of the study highlighted “to measure services from the consumers’ perspective therefore as to better understand their needs”. Secondly, the findings of the inquiries highlighted the most widespread dimensions of SERVQUAL model is ‘Security’, ‘Reliability’ and ‘Empathy’. The findings of this examination are able to help small and medium enterprises to increase the services they offer to their customers by focusing on these three vital dimensions. Carol Lu, Celine Berchoux, Michael W. Marek, Brendan Chen, (2015) “Service quality and customer satisfaction: qualitative research implications for luxury hotels”, International Journal of Culture, Tourism and Hospitality Research, Vol.
9 Issue: 2, pp.168-182. Michael C. Handrinos, Dimitrios Folinas, Konstantinos Rotsios (2015), Using the SERVQUAL model to evaluate the quality of services for a farm school store, Journal of Marketing and Consumer Behaviour in Emerging Markets 1(1) (2015) DOI: 10.7172/2449-6634.jmcben.2015.1.
5, pg: 62-64Karunaratna (2014)13 – This study examine the services quality and customer loyalty: adequacy of SERVQUAL model. The studies paper findings showed that the size of responsiveness and empathy of services quality have sizeable high-quality courting with customer loyalty whilst the three dimensions of service quality also indicate superb (positive) correlation with customer loyalty i.e.
, tangibles, reliability, and assurance. Exhibiting their level of loyalty, no significant difference between male and female subscribers became suggested. Haslyn Nasuha Abdullah, Mohd Faiz Hilmi (2014)14 – Service Quality as Determinant of Customer Loyalty, Retaining customers and creating loyal customers is essential for commercial enterprise. This study look at makes use of the servqual model to degree the quantity of execution brought via Telekom Malaysia (TM) employees in influencing customer loyalty towards products and services. The finding of the study is discovered that reliability and empathy are appreciably encouraging in influencing customer loyalty. Alnsour et al. (2014)15 –Their study tried to examine the effect of the service quality dimensions on competitive benefit in telecommunication firms in Jordan. Specially, it explored whether or not service quality dimensions (tangibility, responsiveness, reliability, empathy and assurance) would positively affect customer loyalty as a measure of competitive gain.
The causal relationships between service quality perceptions and loyalty have been showed inside the Jordanian telecommunication industry with responsiveness having the very best impact and tangibility having the lowest influence. 13Karunaratna A. C. (2014). Services quality and customer loyalty: adequacy of SERVQUAL model.14Haslyn Nasuha Abdullah, Mohd Faiz Hilmi (2014) – Service Quality as Determinant of Customer Loyalty, International Journal of Business Innovation and Research 1(6):1-11 · January 2014.
15Alnsour, M. S. Tayeh, B. A., & Alzyadat, M.
A. (2014), Using SERVQUAL to assess the quality of service provided by Jordanian telecommunications sector. International Journal of Commerce and Management, 24(3), 209-218.According to Jain (2013)16 – Telecommunication Service Quality Assessment – More specifically, it relates to the nature of human interaction between an organizations employee and its customers. Traditionally four basis indicators signalling the behaviour of employees towards customers are evaluated. The four key indicators are: whether employees provide services to customers promptly, whether employees are always willing to assist customers, whether employees respond to customer requests despite being busy, and whether service related information is easily obtained from the service provider. Anantha Raj A. Arokiasamy and Abdul Ghani Kanesanbin Abdullah (2013)17 – In their article entitled, “Service Quality and Customer Satisfaction in the Cellular Telecommunication Service Provider in Malaysia” using the SERVQUAL model.
The results indicated that all 5 service quality dimensions positively encouraged customer satisfaction in terms of loyalty and attitudes. Further, t-tests consequences give an idea that there was a significant gap between the perceived satisfaction and expectation (P-E) on all of the service quality dimensions. Elkanah Oyetunji, Jacob Bae (2013)18 – The motive of this paper is to Assessing Service Quality in a Telecommunication Firm to its customer. This paper using SERVQUAL model to measure the service quality for collected data and questionnaire was based on a perceived service quality survey model. In this paper the gap analysis technique is used to measures the distinction among the subscriber’s perceptions and expectations of the provider and this study determined that the firm needs to improve their service through five dimensions of service quality because the five dimensions of provider exceptional in negative value. 16Jain, P. (2013), Telecommunication Service Quality Assessment: A Comparative Study of Bharat Sanchar Nigam Limited and Reliance Communications, Acia-Pacific Journal of Management, 9(1), 99-106.
17Anantha Raj A. Arokiasamy (2013), “Service Quality and Customer Satisfaction in the Cellular Telecommunication Service Provide in Malaysia”, International Refereed Research Journal, www.researchersworld.com, Vol. IV, Issue 2, April 2013, pp.1-9.
18Elkanah Oyetunji, Jacob Bae (2013) – Assessing Service Quality in a Telecommunication Firm in Upper East Region of Ghana, Sep 2013- DOI: 10.4028/www.scientific.net/AMR.824.178.Muhammad Mohsin, Tariq Khalil Bharwana (2013)18 – This paper is concentrated on quality of services offered by colleges as a result that individuals’ colleges know how to complete their rivals and seek satisfaction from students.
This study concludes that customer satisfaction is very important factors of service quality. The perspectives of service quality are found to be positively correlated and empathy shows negative relationship with service quality and with satisfaction of customers. This paper will help top management of organizations and institutes to make strategies better for enhancing quality of service rendered to customers so that satisfaction customers’ level can be increased. It is also observed if management of organization is conscious about quality of service then the customers’ satisfaction can be increased which leads to customers’ loyalty and at the end customers will be committed with those organizations. Anantha and Abdul (2013:9)19 – Using SERVQUAL model, this study is examine the impact of service quality dimensions on customer satisfaction. The study shows that five dimensions of service quality are positively influenced in customer satisfaction.
Similarly, t-test results showed that there was a significant gap between the perceived satisfaction and expectation on five service quality dimensions.Simon GyasiNimako, (2012)20 – Their study sought to empirically validate Service Quality dimensions that are relevant to mobile telephony industry in Ghana. Their study revealed that the factors like Customer relations, tangibles, Image and Real Network Quality are critical factors for evaluating Service Quality in MTI. 18Muhammad Mohsin, (2013), Impact of Service Quality on Customers’ Satisfaction, International Journal of Scientific and Research Publications, Volume 3, Issue 5, May 2013 1 ISSN 2250-3153.
19www.symphonytech.com20Simon Gyasi Nimako FK, Confirmatory Factor Analysis of Service Quality Dimensions within Mobile Telephony Industry in Ghana, Electronic journal Information Systems Evaluation, 2012, Pg: 197-215.Sharma M (2012)21 – This observes is attempted to examine the Brand Awareness and Customer Preference for FMCG Products in Rural Market. The Consumer preferences are described as the subjective (individual) tastes, as measured by utility, of various bundles of goods. They permit the consumer to rank these bundles of goods according to the levels of utility they give the consumer. Note that preferences are independent of income and prices.
Ability to purchase goods does not determine a consumer’s likes or dislikes. Shendge (2012)22 – This study attempted to examined the Consumer Preference towards Cadbury and Nestle Chocolates. Preference (or “taste”) is a concept, used in the social sciences, particularly economics.
It assumes a real or imagined “choice” between alternatives and the possibility of rank ordering of these alternatives, based on happiness, satisfaction, gratification, enjoyment, utility they provide. More generally, it can be seen as a source of motivation. In cognitive sciences, individual preferences enable choice of objectives/goals.
AnilKumar (2012)23 – His study was to determine the consumer perception about their existing mobile connections and to evaluate consumer satisfaction on the buyer behavior of consumers. Exploratory research design is used in the study. The sample size is 100. Factor analysis and percentage analysis were the statistical tools use in the study. His study revealed that there is no significant difference between the experiences of the respondents towards their level of satisfaction. 21Sharma M (2012) – “Brand Awareness and Customer Preference for FMCG Products in Rural Market: An Empirical Study on the Rural Market of Garhwal Region” VSRD International Journal of Business ; Management Research Vol. 2 (8), 2012.22Shendge (April 2012) – “A Comparative Study of Consumer Preference towards Cadbury and Nestle Chocolates with Special Reference to NaviPeth Area in Solapur City” ISSN No-2231-5063 Vol.
1,Issue.X/ April 2012 pp.1-4.23AnilKumar (2012) – “A Study on Consumer Perception about their Existing Mobile-Connections”, International Journal of Scientific and Research Publications, 2012, Pg: 1-8. Jang Hui Han, (2012)24 – “Perceived Quality and Attitude towards Tea & Coffee by Consumers”, discussed about major players offering different types of tea, in different parts of the country, with special focus on quality perception under specific demographic region. Major players are offering different types of tea in different parts of the country with a focus on the quality perception of the particular demography. Shah, (2012)25 – “Consumer Preferences for Mobile Service Providers”, His observe evaluates the impact of motivators of subscription decision for a selected service operator and to present suggestion to the marketers of MSPs to increase their subscriber rate. His study revealed that Service charge and plan is the most important factor to choose a service provider.
He also recommended that the service provider should have specific and suitable plans for each segment of the customers. Abdulrahman Al-Aali, (2011)26 – “Measuring the Service Quality of Mobile Phone Companies in Saudi Arabia”, the objective of the study is to measure the Service Quality of Mobile Phone Companies in Saudi Arabia. Their study found that, there is a significant difference between male and female regarding the five dimension of service quality. Their researcher also suggested that STC must take drastic measures to improve its reliability and responsiveness in order to remain the market leader in Saudi Arabia. 24Jang Hui Han, (2012) – “Perceived Quality and Attitude towards Tea & Coffee by Consumers”, International Journal of Business Research and Management (IJBRM), Volume (3): Issue (3): 2012 102.25Shah C (2012) – “Consumer Preferences for Mobile Service Providers – An Empirical Study in Bardoli”, International Journal of Marketing and Technology, 2012, Pg: 269-288. 26Abdulrahman Al-Aali MA (2011) – “Measuring the Service Quality of Mobile Phone Companies in Saudi Arabia”, J.
Kin, Saud Univ. 2011, Pg: 42-55.Virmani R. T., (2011)27 – The objective of the study is the impact of advertising brand and brand preference of tea. It stated the reasons for preference of the brands ranged from quality to availability.
But it became quality that was ranked because the No. 1 parameter for brand preference. Maximum of the consumers reported that they do get over excited by advertisements sometimes but in the end it is the quality of the product that could be a decisive thing for buy.
J. Technol. ManagInnov (2011)28 – “Service Quality and Customers preference of Cellular Mobile Service Providers” This study was conducted with an objective to understand the Consumers’ perception is widely varied in accordance with the Communication quality, call service, facilities, price, customer care and service provider’s attributes and it indicates a comprehensively integrated framework to understand the relationships among several dimensions. However, product quality and availability has a significant impact on consumer perception choice in selecting cellular mobile service provider. Prof. R.C.
S. Rajpurohit and Dr. M.L.
Vasita (2011)29 – on their study “Consumer Preferences and Satisfaction towards Various Mobile Phone Service Providers in Jodhpur City, Rajasthan”. The effects derived from the study at indicate that the issue that induces the purchasers to shop for a selected mobile telephone operator is name tariffs observed by using network coverage and brand image. The have a look at additionally highlights that majority of respondents are satisfied with the fee introduced services supplied by way of their cell telephone service vendors.
The findings derived from the look at could be helpful for mobile cell phone service vendors in deciding and enforcing their income method for the advertising of cellular telephone offerings. 27Virmani R. T. (2011), “Impact of Advertising Brand on Brand Preference of Tea in Kaval Towns of Up”, International Journal of Management and Strategy (IJMS) 2011, Volume – No-II, Issue II, January-June 2011 ISSN: 2231-0703.
28J. Technol. ManagInnov (2011) “Service Quality and Customers preference of Cellular Mobile Service Providers”, Volume 6, Issue I p.38-45, ISSN 0718-2724.29Prof. R.C.
S. Rajpurohit and Dr. M.L. Vasita (2011), “Consumer Preferences and Satisfaction towards Various Mobile Phone Service Providers: An Exploratory Study in Jodhpur City, Rajasthan,” Gurukul Business Review (GBR), Vol.
7, pp. 1-11 ISSN: 0973-1466.Narayan and Jain (2011)30 – “Consumers’ Preferences for Mobile Service Providers”, highlighted the four factors namely – service charges and plan, network quality, service quality and brand image. Here, it can be concluded that service operators should create an emotional relationship with the customers through innovative plans and enhance their service quality, better connectivity and goodwill with customers because customers always want more from their operators.Gautam and Kumar (2011)31 – “An Empirical Investigation of Factors Determining the Consumers’ Choice of Mobile service Providers”, examined the factors viz – service quality, price, promotion, product quality and availability and customer perception responsible for helping the consumers to choose mobile telecom service provider.
The study concluded that product quality and availability and promotion in addition to service quality and price were found to be having significant impact on the selection of mobile telecom service providers in India.Joshi (2011)32 – This study examined service quality and customer satisfaction across various service providers in the telecom sector. The results showed that the customers in the age group of above 45 years. Further, results indicated that there was relatively higher degree of instability among the mobile customers especially in case of Tata Indicom customers. It can be concluded that customers’ perception of service quality and customer satisfaction differs across the service providers. 30Narayan Govind and Jain Priyanka (2011) – “Consumers’ Preferences for Mobile Service Providers: An Empirical Study in Agra”, IUP Journal of Marketing Management, Vol. X, No. 3, pp.
42-55.31Gautam Vikas and Kumar Mukund (2011) – “An Empirical Investigation of Factors Determining the Consumers’ Choice of Mobile service Providers”, Isletme Arastirmalari Dergisi, Vol. 3, No. 4, pp. 3-17.32Joshi Sandhya (2011) – “A Study of Service Quality and Customer Satisfaction across various Service Providers in the Telecom Sector”, Indian Journal of Marketing.
Kothari et al. (2011)33 – “Service Quality in Cellular Mobile Services”, the study concluded that cellular service provider should strive for long term customer loyalty and repeat business. Telecom companies should make all the employees aware of their role and responsibilities towards customers and end users. Delivery of quality in service is an integral part of business not only for success but for survival. M.Sathish (2011)34 – He study about the “Consumer Switching Behaviour in Cellular Service Provider with reference to Chennai”, He concluded that call rates plays the maximum essential role in switching the service provider accompanied by network coverage, value added service and customer care and he determined that there is an association between switching the service provider and the factors. After analyzing the findings of the study, he proposes that the mobile providers give attention to increasing network stability and setting tariff rates competitively. 33Kothari Rajesh, Sharma Anamika and Rathore Jitendra (2011), “Service Quality in Cellular Mobile Services: An Empirical Study of Cellular Mobile Users”, The Indian Journal of Management, Vol.
4, Issue 1, pp. 10-20.34M. Sathish, K. Santhosh Kumar, K.J. Naveen and V.
Jeevanantham (2011) “A Study on Consumer Switching Behaviour in Cellular Service Provider: A Study with reference to Chennai” Far East Journal of Psychology and Business Vol. 2 No 2.N.
Mallikharjuna Rao and P. Seetharam (2011)35 – He study about the “multiple community operator services utilization using single sim card” have analysed mobile telephones. Now days every subscriber is having about 5 to 10 sim playing cards from distinctive companies.
In this paper, he proposed mnos structure, so that you can help more than one sim card utilization subscribers through activating all providers? services onto a single sim card. Rajkumar (2010)36 – the study conducted on “Service Quality and Customers Preference of Cellular Mobile Service Providers” The outcome of their research suggests a included framework to understand the relationships among numerous dimensions. He revealed that consumer’s perception is extensively varied according with the communication quality, call service, facilities, price, customer care and service provider’s quality.Khan (2010)37 – He examined the “Perceived Service Quality of Cellular Mobile Telephone Services in Pakistan.” The study found out that the five dimensions of service quality have positive and statistically significant relationship with mobile phone users’ perceived service quality. Convenience and network quality were found to be relatively important dimensions affecting users’ perception. However, the dimension of reliability did not have significant effect on customers’ perception of service quality. 35N.
Mallikharjuna Rao, “Multiple Network Operator Services Utilization Using Single SIM Card”, International Journal of Computer Theory and Engineering, Vol. 3, No.3, June 2011, pp.408-412. 36Rajkumar RP. Service Quality and Customers Preference of Cellular Mobile Service Providers, Journal of Technology Management and Innovation, 2010, Pg: 38-45.37Khan A.
Mohammad (2010) – “An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan”, Asian Social Science, Vol: 6, No: 10, pp.164-177.Ahmad Zulfqar (2010)38 – He examined the service quality of the mobile service providers and retention intentions of the customers’ with the quality offered. The study focused only on SMS service provided by telecom organizations.
Service quality was measured using five dimensions is determined with customer retention. The mean scores on different dimensions of service quality indicate that the first two dimensions are high satisfied and next two dimensions are moderately satisfied and the last less satisfied. The ‘Retention intentions’ got a mean score 5.3369 which indicated that at overall level people were slightly satisfied from their SMS service providers.
Annamalai Solayappan, Jothi Jayakrishnan (2010)39 – on their article “Customer Preference for Branded Computers with Special Reference to Post Graduate Students” According to this study, Quality, Specification / Configuration, Reasonable price, Credit, Service, Experience person, Offers, Style, Guarantee, Warrantee and Product availability are the inducing factors for the purchase of branded computers among post graduate students of Chennai. Negi (2009)40 – The author study about the users of perceived service quality of mobile communication: experience from Ethiopian Telecommunication Corporation (ETC). The study was conducted using a modified SERVQUAL model that incorporated two extra dimensions of Network Quality and Convenience among the traditional SERVQUAL dimensions. The study concluded that most customers of the ETC were unhappy with the quality of service provided and many areas of weakness that needed to be rectified were identified. 38Ahmad Zulfqar (2010), “Impact of Service Quality of Short Messaging Service on Customers Retention: An Empirical Study of Cellular Companies of Pakistan”, International Journal of Business and Management, Vol. 5, No. 6, pp. 154-160.39Annamalai Solayappan, Jothi Jayakrishnan (2010) “Customer Preference for Branded Computers with Special Reference to Post Graduate Students” project report, Annamalai University, Tamilnadu, India.40Negi, R. (2009). User’s perceived service quality of mobile communications: experience from Ethiopia. International Journal of Quality ; Reliability Management, 26(7), 699-711.T.M. Qureshi, M.K. Zafar and M.B. Khan (2008)41 – He study about the “Managing Customer Perceived Service Quality for Cellular Mobile Telephony; An Empirical Investigation” has analyzed that there’s relative importance of carrier exceptional attributes and gift that responsiveness is the most importance size followed via reliability, client perceived network exceptional, guarantee, comfort, empathy and tangibles. The research resulted within the improvement of a reliable and valid tool for assessing purchaser perceived service great for mobile cellular services. Anand Kumar Jaiswal (2008)42 – The motive of this studies is to study about customer satisfaction and provider great size practices followed in call centres. The paper indicates that call centres need to increase systematic and complete size of perceived service high-quality for you to offer advanced call centre experience to their customers. Banumathy and Hemameena (2006)43 – The author study about the “analysis of emblem preference of soft drinks within the international environment” whilst analyzing customer brand preference with admire to smooth drinks, found that once globalization most of the consumers just like the global brands including pepsi and coco-cola. Consumers preferred a certain brand or a selected drink mainly because of its taste and clean capability. 41T.M. Qureshi, M.K. Zafar and M.B. Khan (2008) – “Managing Customer Perceived Service Quality for Cellular Mobile Telephony; An Empirical Investigation”, Vikal, 2008, pp.19-34. 42Anand Kumar Jaiswal, (2008) “Customer satisfaction and service quality measurement in Indian call centres”, Managing Service Quality: An International Journal, Vol. 18 Issue: 4, pp.405-416, https://doi.org/10.1108/09604520810885635.43Banumathy, S. and Hemamena, M. (2006) “Analysis of brand preference of soft drinks in the global environment” Indian Journal of Marketing, 36 (6): 12-16.Gwo?Guang Lee, Hsiu?Fen Lin, (2005)44 – “consumer perception of e-service service quality in online shopping”, this observe indicates that to enhance patron buy intentions, on line stores must increase marketing strategies to higher cope with the trustworthiness, reliability, and responsiveness of web?based totally offerings. Online stores can dedicate precious corporate sources to the important e?provider best attributes identified through this study. This look at developed the device dimensions of e?carrier pleasant through modifying the servqual version to remember on line purchasing context. 44Gwo?Guang Lee, Hsiu?Fen Lin, (2005) “Customer perceptions of e?service quality in online shopping”, International Journal of Retail & Distribution Management, Vol. 33 Issue: 2, pp.161-176, https://doi.org/10.1108/09590550510581485.K. Maran, C. Madhavi and K.Thilagavathi (2004)46 – In their article titled, “Customer’s Perception on Telephone: A Study with Special Reference to Chennai City” have indicated that the consumer perceptions about fixed telephone lines in Chennai. The company needs to bridge the gap between the services promised and services offered. And to conclude, “Delivering service without measuring the impact on the customer is like driving a car without a windshield”. 46K. Maran, C. Madhavi and K. Thilagavathi (2004) – “Customer’s Perception on Telephone: A Study with Special Reference to Chennai City”, Journal of Marketing Management, ICFAI Press, 2004, pp.1-12. CHAPTER IIITHEORITICAL BACKGROUNGCOMPANY PROFILECHAPTER IIITHEORTICAL BACKGROUND SERVICE QUALITYService Quality as “a measure of how well the service level delivered matches customer expectations` with the consistent basis”. Lewis and Booms (1983)Service Quality as “a comparison to excellence in service encounters” Rust and Oliver (1994)As per Parasuraman, Zeithaml & Berry the service quality is defined as:Service Quality = Customer Perception – Customer ExpectationService quality is nothing but the difference between the service expectation & service actually received by the customer. Customer has certain expectation about the service. If the customer experience the same service as they expect then this difference will be zero and we can say that the service quality is very good. Higher the difference of above equation lower will be the service quality. The customer perception is influenced by various factors, which may result in change in service quality as well. Various such factors could be like: Age, gender, Occupation, Global competition & Technological changes. The perception of younger generation of service quality could be different from the older one. Similarly a working corporate professional perception could be different from a businessperson or from a housemaid. That is why the perception should be taken into consideration by service providers to meet the customer requirements. Importance of Service qualityLonde et al, 1988 recounted that it’s far the customer service management to be able to derive the importance of service. Customer service is regarded as a component of advertising and marketing mix in services marketing. Zeithaml and bitner, 1996 cited that excessive nice customer support isn’t always simply customer service branch however all tiers of control and staffs want to accept and feature a state of thoughts regarding client care. Then again, payne, 1995 brought that there is strain on customer service because of opposition and technological. He also said that higher requirements of service are being demanded via customers as they may be turning into more state-of-the-art and up to date in their requirements and to them carrier refers as customer satisfaction, client delight, provider delivery, customer dating, subsequently, to provide suitable service to clients, carrier groups need to take into consideration the important variables of provider best namely, assurance, empathy, reliability, responsiveness and tangibles. For that reason as in keeping with Payne, 1995 customer service and first-class improvement tasks are intently associated with every different. Moreover, advertising, customer service and courting advertising are introduced together thru relationship advertising and marketing and entrepreneurs are very concerned about the attainment of fine. (Christopher and Ballantyne, 1991)However, distinct authors have said that carrier pleasant has been associated as having clean relationships to the following factors:Prices (Crosby,1979)Profitability (Buzzell and gale,1987;rust and zahorik,1993)Customer satisfaction (Boltan and drew,1991; Boulding et al,1993)Client retention (Reichheld and sasser,1990)Behavioural intention and fine phrase of mouth (Anderson and Zeithmal, 1984; Philips, Chang and Buzzell, 1983)Moreover, Anderson and Zeithmal, 1984; Philips, Chang and Buzzell, 1983 claimed that, patron’s shopping for decisions are stimulated by pleasant which is taken into consideration because the most vital buy decision issue and it also contributes to market share and return on investment.Garvin,1983 brought that high-quality has strategic blessings in phrases of improving productiveness and decreasing manufacturing charges. SERVICE QUALITY MODEL: THE GAP MODELThe Gap Model of Service Quality has been developed by Parasuraman and his colleagues which helps to identify the gaps between the perceived service qualities that customers receive and what they expect.The Gap Model of Service Quality identifies five gaps:Consumer expectation – management perception gap.Management perception – service quality expectation gap.Service quality specifications – service delivery gap.Service delivery – external communications to consumer’s gap.Expected service – perceived service gap.Gap – 5 is the service quality shortfall as seen by the customers, and gaps 1-4 are shortfalls within the service organization. Thus gaps 1-4 contribute to gap – 5. These gaps are given in the following figure:The First Gap is the difference between consumer expectations and management perceptions of consumer expectations. Research shows that financial service organizations often treat issues of privacy as relatively unimportant, whilst consumers consider them very important.The Second Gap is the difference between the management perceptions of consumer expectations and service quality specifications. Managers will set specifications for service quality based on what they believe the consumer requires. However, this is not necessarily accurate. Hence many service companies have put much emphasis on technical quality, when in fact the quality issues associated with service delivery are perceived by clients as more important.The Third Gap is the difference between service quality specification and the service actually delivered. This is of great importance to service where the delivery system relies heavily on people. It is extremely hard to ensure that quality specifications are when a service involves immediate performance and delivery in the presence of the client. This is the case in many service industries: for example, a medical practice is depending on all the administrative, clerical and medical staff performing their tasks according to certain standards.The Fourth Gap is the difference between service delivery intention and what is communicated about the service to customers. These established expectations within the customer may not be met. Often this is the result of inadequate communication by the service provider.The Fifth Gap represents the difference between the actual performance and the customer perception of the service. Subjective judgement of service quality will be affected by many factors, all of which may change the perception of the service which has been delivered. Thus a guest in a hotel may receive excellent service throughout his stay, apart from poor checking out facilities. But this last experience may damage his entire perception of the service, changing his overall estimation of the quality of the total service provided from good to poor.The Gap Model of Service Quality outlined above provides a framework for developing a deeper understanding of the causes of service quality problems, identifying shortfalls in service and determining the appropriate means to close the gaps.Five dimensions of service quality: The SERVQUAL Instrument measures the five dimensions of Service Quality. These five dimensions are: tangibility, reliability, responsiveness, assurance and empathy.TangibilitySince services are tangible, customers derive their perception of service quality by comparing the tangible associated with these services provided. It is the appearance of the physical facilities, equipment, personnel and communication materials. In this survey, on the questionnaire designed, the customers respond to the questions about the physical layout and the facilities that FFR offers to its customers.ReliabilityIt is the ability to perform the promised service dependably and accurately. Reliability means that the company delivers on its promises-promises about delivery,sevice provision, problem resolutions and pricing. Customers want to do business with companies that keep their promises, particularly their promises about the service outcomes and core service attributes. All companies need to be aware of customer expectation of reliability. Firms that do not provide the core service that customers think they are buying fail their customers in the most direct way.ResponsivenessIt is the willingness to help customers and provide prompt service. This dimension emphasizes attentiveness and promptness in dealing with customer’s requests, questions, complaints and problems. Responsiveness is communicated to customers by length of time they have to wait for assistance, answers to questions or attention to problems. Responsiveness also captures the notion of flexibility and ability to customize the service to customer needs.AssuranceIt means to inspire trust and confidence. Assurance is defined as employees’ knowledge of courtesy and the ability of the firm and its employees to inspire trust and confidence. This dimension is likely to be particularly important for the services that the customers perceives as involving high rising and/or about which they feel uncertain about the ability to evaluate. Trust and confidence may be embodied in the person who links the customer to the company, for example, the marketing department. Thus, employees are aware of the importance to create trust and confidence from the customers to gain competitive advantage and for customers’ loyalty.EmpathyIt means to provide caring individualized attention the firm provides its customers. In some countries, it is essential to provide individual attention to show to the customer that the company does best to satisfy his needs. Empathy is an additional plus that the trust and confidence of the customers and at the same time increase the loyalty. In this competitive world, the customer’s requirements are rising day after day and it is the companies’ duties to their maximum to meet the demands of customers, else customers who do not receive individual attention will search elsewhere.COMPANY PROFILEReliance Jio Infocomm LimitedTypeSubsidiary of Reliance IndustriesIndustry TelecommunicationsFounded 2010; 8 years agoFounder Mukesh AmbaniHeadquarters Navi Mumbai, Maharashtra, IndiaKey people Sanjay Mashruwala (Managing Director)Jyotindra Thacker (Head of IT)Akash Ambani (Chief of Strategy) Products Mobile telephonyWireless broadbandParentReliance IndustriesSubsidiariesLYFWebsite www.jio.comHISTORY:In today’s world where everything is going superfast, Wireless technology has transformed our lives in many ways. Until very recently, we needed a computer wired to a port, to get online. Even wired telephones are becoming a thing of past. Nowadays, we use our mobile phones for banking, to check ticket availability at a Cinema Hall, and many more. Wireless communication is the transfer of information over a distance without the use of enhanced electrical conductors or “wires”. And, Wireless networking refers to any kind of networking that does not involve cables. It helps in saving the cost of cables for networking in addition to providing the mobility. And then comes 4g with a total new evolution. Mobile networks have evolved tremendously in last 3 decades. Cellular concept was introduced with 1G (‘G’ stands for generation) networks. Today, 4G technology is getting ready to storm the markets and RELIANCE decided to take that chance.So reliance comes with this whole new idea of “RELIENCE JIO” Reliance thoroughly believes in India’s potential to lead the world with its capabilities in innovation. Towards that end, Reliance envisages creation of a digital revolution in India. Jio is capable of offering a unique combination of telecom, high speed data, digital commerce, media and payment services. Jio will provide 4G services on a pan-India level using LTE technology. The telecom leg of Reliance Industries Limited, it was incorporated in 2007 and is based in Mumbai, India.In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services Limited (IBSL) for Rs 4,800cr. Although unlisted, IBSL was the only firm to win broadband spectrum in all 22 zones in India in the 4G auction that took place earlier that year. Later continuing as RIL’s telecom subsidiary, Infotel Broadband Services Limited was renamed as Reliance Jio Infocomm limited (RJIL) in January 2013. VISION: Affordable Devices: Jio has worked with all the leading device manufacturers of the world to ensure availability of 4G LTE smartphones across all price points – from ultra-premium models on one hand, to entry level models on the other.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 Money, Jio’s digital currency and digital payments business, will play a crucial role in this by offering a platform for ubiquitous, affordable and secure digital payments.Jio Drive: Micro and small businesses will soon have access to cutting-edge cloud storage technologies which were once affordable to big companies only, giving them a new edge to complete on a global landscape.Digital Education: Teachers and students from far flung areas can connect with each other, crowd-source knowledge and adapt new age 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 constraint, 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, conferencing, file sharing, photo sharing and much more. Jio Play enables users to watch HD TV anytime, anywhere on any device, from hundreds of channels, across categories and languages. Jio Beats is a premier digital music streaming service that gives instant access to millions of songs and curated playlists. Jio Mags and Jio News provide access to the most popular collection of magazines and news from leading publishing houses across multiple languages.Reliance Jio StoryReliance Jio Infocomm Limited, more popular known as Reliance Jio, recently shot to news when Mukesh Ambani announced the ideas and plans of Jio which shook the industry. Share prices of Airtel, Vodafone, and Idea fell considerably when the launch of Jio was made. Though the Lyf phones and Jio sim had already started doing the rounds through preview offer, this was the first proper launch event that took the industry by storm.HistoryIn 2005, Reliance Industries Limited split and there was one major de-merger of note for Mukesh Ambani. His dream project- Reliance Infocom became a part of Anil Dhirubhai Ambani Group. Mukesh Ambani went on to acquire Infotel Broadband Services Limited. The company was the only successful bidder for pan-India 4G network. Reliance then worked on establishing base for high-speed optical fibre 4G networks. It is actually capable of much more than 4G.Then slowly and steadily, Lyf phones made foray into the market with Jio preview offers. Free unlimited data for 3 months and free voice calls and sms was the way they entered the market. Lyf phones seemed a decent deal, but it was Jio sim that caught people’s eyes.Trajectory:If market trends are anything to go by, trajectory of RJIL has been on an upswing. It is not a publicly listed company in BSE. But the impact its launch had on Bharti Airtel, Vodafone, and Idea clearly showed the trajectory it is following. With a target of covering pan-India by first quarter of 2017 and letting people into the world of data-giri, they have huge plans with all the bases covered.At the price point and service quality, there are virtually no competitors of RJIL. These mark ominous signs for the other companies, while RJIL will continue to take an upward trajectoryServicesJio 4G BroadbandJio 4G Broadband is one of the game-changers. The destructive idea that RJIL has proposed, has shook the market. With Jio 4G broadband, people may be able to access high-speed broadband for as low as Rs. 50 per GB. With 2300 Hz spectrum for 4G all over India- 22 circles, and 800Hz and 1800Hz spectrum for 4G in 10 and 6 circles respectively, Jio has it all covered.The licenses are valid till 2035. With 250,000 km of fibre network across the country, it is supposed to be the fastest and the widest network with least data drop. With Jionet Wi-Fi, it can be used to transmit Wi-Fi in homes and offices at affordable prices.LYF SmartphonesJio had earlier tied up with Intex for providing handsets with 4G VolTe technology all over the country. They manufactured several models low on cost and high on features- ready for the next level of 4G and voice telephony. However, they soon decided to launch their own brand of phones. They named the range as Lyf phones. The names have been consistent with the models such as Water 1, Water 2, Flame 1, Flame 2, Wind, Earth, among others.At present, the company offers more than 15 handsets with varying range of features. They are mostly made in China phones repackaged as Lyf phones. They come with a Jio preview offer, prior to September 5, the only way to get access to a Jio Sim.Jio appsJio Apps- announced free till 2017, are one of the major ideas of investment of RJIL. With subscription-based apps across various categories- all in beta phase so that they can be tested and more content can be added easily, they have a base to get large numbers of users through these apps alone. At present, the following apps are available in beta phase only for Jio sim users (although anyone can download, it requires Jio sim to use them),JioTV – live TV servicesJioCinema – just like Netflix, a video library.JioChatMessenger – like Whatsapp, a messenger service for Jio users.JioMusic – music player and subscription model.JioJoin- Volte Phone SimulatorJioMags- Magazine reader and subscriptionsJioXpressNews – News and daily eventsJioSecurity – Security appJioDrive Cloud storage appJioMoney Wallet – like Paytm and Airtel money.ViewInitial testing of Jio sim has been excellent. Most of the users are reporting an unseen internet speed and consistency. However, the quality of Lyf phones isn’t up to the mark, but the internet services have majorly received a thumb up. With 4G Jio sim now being available for everyone, soon more and more users will join. Especially enticing is the offer of 90 days free unlimited data and free voice calls and sms forever, which will garner more permanent users for Jio.PartnershipsJio shares spectrum with Reliance Communications. The sharing deal is for 800 MHz band across seven circles other than the 10 circles for which Jio already owns. In September 2016, Jio signed a pact with BSNL for intra-circle roaming which would enable users of the operators to use each other’s 4G and 2G spectrum in national roaming mode. In February 2017, Jio announced a partnership with Samsung to work on LTE – Advanced Pro and 5G. NetworkRadio frequency summaryJio owns spectrum in 850 MHz and 1,800 MHz bands in ten and six circles, respectively, of India’s 22 circles, and also owns pan-India licensed 2,300 MHz spectrum. The spectrum is valid until 2035. Jio Customer Service Center in CuddaloreCuddalore Jio Center,Reliance Jio Infocomm,13A, Nethaji Road,Rajambal Nagar,Manjakuppam, Cuddalore,Tamil Nadu 607001.Phone Number: 09524487271Website: www.jio.comCHAPTER IVDATA ANALYSIS ; INTERPRETATIONCHAPTER IVDATA ANALYSIS ; INTERPRETATIONTABLE 4.1DISTRIBUTION OF RESPONDENTS BASED ON GENDERS.NO GENDER NO. OF RESPONDENTS % OF RESPONDENTS1 MALE 55 282 FEMALE 145 72TOTAL 200 100Source: Primary DataInterpretation: This Table 4.1 explain about the Gender categories of the respondents. It shows that 28% of respondents are Male, and 72% of respondents are Female using Reliance Jio Sim.CHART 4.1DISTRIBUTION OF RESPONDENTS BASED ON GENDERInterpretation: This Table 4.1 explain about the Gender categories of the respondents. It shows that 28% of respondents are Male, and 72% of respondents are Female using Reliance Jio Sim.TABLE 4.2DISTRIBUTION OF RESPONDENTS BASED ON AGES.NO AGE NO. OF RESPONDENTS % OF RESPONDENTS1 ;20 44 222 21-30 138 693 31-40 16 84 41-50 2 15 ;50 0 0TOTAL 200 100Source: Primary DataInterpretation: This Table 4.2 explain about the Age categories of the respondents. It shows that 22% of respondents are below 20 years, 69% of the respondents were between the age group of 21-30 years, 8% of respondents were between the age group of 31-40 years, 1% of respondents are 41-50 years and None of respondents are above 50 years are prefer Reliance Jio Sim.CHART 4.2DISTRIBUTION OF RESPONDENTS BASED ON AGEInterpretation: This Table 4.2 explain about the Age categories of the respondents. It shows that 22% of respondents are below 20 years, 69% of the respondents were between the age group of 21-30 years, 8% of respondents were between the age group of 31-40 years, 1% of respondents are 41-50 years and None of respondents are above 50 years are prefer Reliance Jio Sim.TABLE 4.3DISTRIBUTION OF RESPONDENTS BASED ON EDUCATIONAL QUALIFICATIONS.NO EDUCATIONAL QUALIFICATION NO. OF RESPONDENTS % OF RESPONDENTS1 ILLITERATE 47 23.52 UG 52 263 PG 89 44.54 DIPLOMA 12 65 OTHERS 0 0TOTAL 200 100Source: Primary DataInterpretation: The Table 4.3 describe about the educational qualification of the respondents. It shows that the majority (44.5%) of the respondents were PG, 26% of respondents were UG, 23.5% of respondents were Illiterate, 1% of respondents were 41-50 years and None of respondents are below 50 years are prefer Reliance Jio Sim.CHART 4.3DISTRIBUTION OF RESPONDENTS BASED ON EDUCATIONAL QUALIFICATIONInterpretation: The Table 4.3 describe about the educational qualification of the respondents. It shows that the majority (44.5%) of the respondents were PG, 26% of respondents were UG, 23.5% of respondents were Illiterate, 1% of respondents were 41-50 years and None of respondents are below 50 years are prefer Reliance Jio Sim.TABLE 4.4DISTRIBUTION OF RESPONDENTS BASED ON OCCUPATIONS.NO OCCUPATION NO. OF RESPONDENTS % OF RESPONDENTS1 STUDENTS 129 64.52 BUSINESS MAN 11 5.53 EMPLOYEES 55 27.54 OTHERS 5 2.5TOTAL 200 100Source: Primary DataInterpretation: Out of 100% of respondents, 64.5% of respondents are belongs to Students, 5.5% of respondents are belong Business Class People, 27.5% of respondents are belongs to Employees, 2.5% of respondents are belongs to Other People who are using Reliance Jio Sim are taken for the study.CHART 4.4DISTRIBUTION OF RESPONDENTS BASED ON OCCUPATIONInterpretation: Out of 100% of respondents, 64.5% of respondents are belongs to Students, 5.5% of respondents are belong Business Class People, 27.5% of respondents are belongs to Employees, 2.5% of respondents are belongs to Other People who are using Reliance Jio Sim are taken for the study.TABLE 4.5DISTRIBUTION OF RESPONDENTS BASED ON MARITAL STATUSS.NO MARITAL STATUS NO. OF RESPONDENTS % OF RESPONDENTS1 MARRIED 60 302 UNMARRIED 140 70TOTAL 200 100Source: Primary DataInterpretation: Out of 100% of respondents, 30% of respondents are Male, 70% of respondents are Female are using Reliance Jio Sim are taken for the Study. CHART 4.5DISTRIBUTION OF RESPONDENTS BASED ON MARITAL STATUSInterpretation: Out of 100% of respondents, 30% of respondents are Male, 70% of respondents are Female are using Reliance Jio Sim are taken for the Study. TABLE 4.6DISTRIBUTION OF RESPONDENTS BASED ON MONTHLY INCOMES.NO MONTHLY INCOME NO. OF RESPONDENTS % OF RESPONDENTS1 ; 10000 16 82 10000-20000 63 31.53 20000-30000 24 124 30000-40000 44 225 ; 40000 53 26.5TOTAL 200 100Source: Primary DataInterpretation: Out of 100% of respondents, 8% of respondents are less then Rs. 10,000, 31.5% of respondents are Rs. 10,000 – Rs. 20,000, 12% of respondents are Rs. 20,000 – Rs. 30000, 12% of respondents are Rs. 30,000 – Rs. 30,000, 22% of respondents are Rs. 30,000 – 40,000, 26.5% of respondents are above Rs. 40,000 are prefer Reliance Jio Sim to Customer.CHART 4.6DISTRIBUTION OF RESPONDENTS BASED ON MONTHLY INCOMEInterpretation: Out of 100% of respondents, 8% of respondents are less then Rs. 10,000, 31.5% of respondents are Rs. 10,000 – Rs. 20,000, 12% of respondents are Rs. 20,000 – Rs. 30000, 12% of respondents are Rs. 30,000 – Rs. 30,000, 22% of respondents are Rs. 30,000 – 40,000, 26.5% of respondents are above Rs. 40,000 are prefer Reliance Jio Sim to Customer.TABLE 4.7DISTRIBUTION OF RESPONDENTS BASED ON HAVING SMART MOBILE PHONES.NO HAVING SMART MOBILE PHONE NO. OF RESPONDENTS % OF RESPONDENTS1 YES 183 91.52 NO 17 8.5TOTAL 200 100Source: Primary DataInterpretation: Among 100% of respondents are using Reliance Jio Sim, 91.5% of respondents are having Smart Mobile Phone and 8.5% of respondents are not having Smart Mobile Phone. CHART 4.7DISTRIBUTION OF RESPONDENTS BASED ON HAVING SMART MOBILE PHONEInterpretation: Among 100% of respondents are using Reliance Jio Sim, 91.5% of respondents are having Smart Mobile Phone and 8.5% of respondents are not having Smart Mobile Phone. TABLE 4.8DISTRIBUTION OF RESPONDENTS BASED ON SERVICE PROVIDERS.NO SERVICE PROVIDER NO. OF RESPONDENTS % OF RESPONDENTS1 JIO 68 342 AIRTEL,JIO 67 33.53 AIRCEL, JIO 30 154 BSNL, JIO 31 15.55 IDEA, JIO 4 2TOTAL 200 100Source: Primary DataInterpretation: Among 100% of respondents having different Service Provider, 34% of respondents are having Jio Sim, 33.5% of respondents are having Airtel, Jio Sim, 15% of respondents are having Aircel, Jio Sim, 15.5% of respondents are having Bsnl, Jio Sim, and 2% of respondents are having Idea, Jio Sim. CHART 4.8DISTRIBUTION OF RESPONDENTS BASED ON SERVICE PROVIDERInterpretation: Among 100% of respondents having different Service Provider, 34% of respondents are having Jio Sim, 33.5% of respondents are having Airtel, Jio Sim, 15% of respondents are having Aircel, Jio Sim, 15.5% of respondents are having Bsnl, Jio Sim, and 2% of respondents are having Idea, Jio Sim. TABLE 4.9DISTRIBUTION OF RESPONDENTS BASED ON PURCHASING PLACE OF RELIANCE JIO SIMS.NO PURCHASING PLACE OF RELIANCE JIO SIM NO. OF RESPONDENTS % OFRESPONDENTS1 MOBILESHOW ROOMS 38 192 RECHARGE SHOPS 162 81TOTAL 200 100Source: Primary DataInterpretation: This Table 4.9 Shows that the Purchasing Place of Reliance Jio Sim, 19% of respondents are purchase in Mobile show Room and 81% of respondents are purchase Recharge Shops. CHART 4.9DISTRIBUTION OF RESPONDENTS BASED ON PURCHASING PLACE OF RELIANCE JIO SIMInterpretation: This Table 4.9 Shows that the Purchasing Place of Reliance Jio Sim, 19% of respondents are purchase in Mobile show Room and 81% of respondents are purchase Recharge Shops. TABLE 4.10DISTRIBUTION OF RESPONDENTS BASED ON AWARE ABOUTRELIANCE JIO SIMS.NO AWARE OF JIO NO. OF RESPONDENTS % OF RESPONDENTS1 YES 185 92.52 NO 15 7.5TOTAL 200 100Source: Primary DataInterpretation: From this Table 4.10 shows that the Awareness about Reliance Jio Sim, 92.5% of respondents are aware about the reliance jio sim and 7.5% of respondents are not aware about the reliance jio sim CHART 4.10DISTRIBUTION OF RESPONDENTS BASED ON AWARE ABOUTRELIANCE JIO SIMInterpretation: From this Table 4.10 shows that the Awareness about Reliance Jio Sim, 92.5% of respondents are aware about the reliance jio sim and 7.5% of respondents are not aware about the reliance jio sim TABLE 4.11DISTRIBUTION OF RESPONDENTS BASED ON REASON TO SHIFTRELIANCE JIO SIMS.NO REASON FOR CHOOSE NO. OF RESPONDENTS % OF RESPONDENTS1 NETWORK COVERAGE 24 122 UNLIMITED DATA 63 31.53 UNLIMITED VOICE CALL 0 04 FREE SIM 113 56.5TOTAL 200 100Source: Primary DataInterpretation: This Table 4.11 shows that the distribution of respondents based on Reason to Shift Reliance Jio Sim, 12% of the respondents are choose for the Network Coverage, 31.5% of the respondents are choose for Unlimited Data, None of the respondents are choose Unlimited Voice Call and56.5% of the respondents are choose for Free Sim. CHART 4.11DISTRIBUTION OF RESPONDENTS BASED ON REASON TO SHIFTRELIANCE JIO SIMInterpretation: This Table 4.11 shows that the distribution of respondents based on Reason to Shift Reliance Jio Sim, 12% of the respondents are choose for the Network Coverage, 31.5% of the respondents are choose for Unlimited Data, None of the respondents are choose Unlimited Voice Call and56.5% of the respondents are choose for Free Sim. TABLE 4.12DISTRIBUTION OF RESPONDENTS BASED ON SOURCES OFRELIANCE JIO SIMS.NO SOURCES OF RELIANCE JIO NO. OF RESPONDENTS % OF RESPONDENTS1 FRIENDS ; RELATIVES 29 14.52 ADVERTISEMENTS 101 50.53 MOUTH PUBLICITY 70 354 OTHERS 0 0TOTAL 200 100Source: Primary DataInterpretation: From this Table 4.12 shows that the respondents based on Sources of Reliance Jio Sim, 14.5% of the respondents are came to know Friends ; Relatives, 50.5% of the respondents are came to know Advertisements, 35% of the respondents are came to know Mouth Publicity and None of the respondents are Others. CHART 4.12DISTRIBUTION OF RESPONDENTS BASED ON SOURCESRELIANCE JIO SIMInterpretation: From this Table 4.12 shows that the respondents based on Sources of Reliance Jio Sim, 14.5% of the respondents are came to know Friends ; Relatives, 50.5% of the respondents are came to know Advertisements, 35% of the respondents are came to know Mouth Publicity and None of the respondents are Others. TABLE 4.13DISTRIBUTION OF RESPONDENTS BASED ON PERIOD OF USINGRELIANCE JIO SIMS.NO PERIOD OF USING JIO NO. OF RESPONDENTS % OF RESPONDENTS1 LESS THAN 1 MONTH 14 72 2 – 3 MONTHS 49 24.53 4 – 5 MONTHS 32 164 MORE THAN 5 MONTHS 105 52.5TOTAL 200 100Source: Primary DataInterpretation: From this Table 4.13 shows that the respondents based on Period of using Reliance Jio Sim, 7% of the respondents are using less than 1 month, 24.5% of the respondents are using 2 – 3 months, 16% of the respondents are using 4 – 5 months and 52.5% of the respondents are using more than 5 months.CHART 4.13DISTRIBUTION OF RESPONDENTS BASED ON PERIOD OF USINGRELIANCE JIO SIMInterpretation: From this Table 4.13 shows that the respondents based on Period of using Reliance Jio Sim, 7% of the respondents are using less than 1 month, 24.5% of the respondents are using 2 – 3 months, 16% of the respondents are using 4 – 5 months and 52.5% of the respondents are using more than 5 months.TABLE 4.14DISTRIBUTION OF RESPONDENTS BASED ON CONVINCE TO USERELIANCE JIO SIMS.NO CONVINCE TO USE RELIANCE JIO NO. OF RESPONDENTS % OF RESPONDENTS1 CONECTIVITY 76 382 SCHEMES 53 26.53 ADVERTISEMENTS 66 334 GOODWILL 5 2.5TOTAL 200 100Source: Primary DataInterpretation: From this Table 4.14 shows that the respondents based on Convince to use Reliance jio Sim, 38% of the respondents are used for Connectivity, 26.5% of the respondents are used for Schemes, 33% of the respondents are used for Advertisements and 2.5% of the respondents are used for Goodwill. CHART 4.14DISTRIBUTION OF RESPONDENTS BASED ON CONVIENCE TO USERELIANCE JIO SIMInterpretation: From this Table 4.14 shows that the respondents based on Convince to use Reliance jio Sim, 38% of the respondents are used for Connectivity, 26.5% of the respondents are used for Schemes, 33% of the respondents are used for Advertisements and 2.5% of the respondents are used for Goodwill. TABLE 4.15DISTRIBUTION OF RESPONDENTS BASED ON SERVICE LIKE TO USERELIANCE JIO SIMS.NO SERVICE LIKE TO USING NO. OF RESPONDENTS % OF RESPONDENTS1 DATA SERVICE 100 502 CALL RATE 32 163 NETWORK COVERAGE 67 33.54 VALUE ADDED SERVICE 1 0.5TOTAL 200 100Source: Primary DataInterpretation: This Table 4.15 shows that the respondents are based on Service like to use Reliance Jio Sim. In Reliance Jio Sim, 50% of the respondents are like to use Data Service, 16% of the respondents are like to use Calling Rate, 33.5% of the respondents are like to use Network Coverage and 0.5% of the respondents are life to use Value Added Service. CHART 4.15DISTRIBUTION OF RESPONDENTS BASED ON SERVICE LIKE TO USERELIANCE JIO SIMInterpretation: This Table 4.15 shows that the respondents are based on Service like to use Reliance Jio Sim. In Reliance Jio Sim, 50% of the respondents are like to use Data Service, 16% of the respondents are like to use Calling Rate, 33.5% of the respondents are like to use Network Coverage and 0.5% of the respondents are life to use Value Added Service. TABLE 4.16DISTRIBUTION OF RESPONDENTS BASED ON REASON FOR CHOOSERELIANCE JIO SIMS.NO REASON FOR CHOOSE NO. OF RESPONDENTS % OF RESPONDENTS1 UNLIMITED CALLING SERVICE 24 122 UNLIMITED DATA SERVICE 63 31.53 UNLIMITED SMS 0 04 ALL SERVICE 113 56.5TOTAL 200 100Source: Primary DataInterpretation: This Table 4.16 shows that the respondents are based on Reason for Choose Reliance Jio Sim, 12% of the respondents are choose the sim for Unlimited Calling Service, 31.5% of the respondents are choose the sim for Unlimited Data Service, None of the respondents are not choose the sim for Unlimited SMS and 56.5% of the respondents are choose the sim for All the Service.CHART 4.16DISTRIBUTION OF RESPONDENTS BASED ON REASON FOR CHOOSERELIANCE JIO SIM Interpretation: This Table 4.16 shows that the respondents are based on Reason for Choose Reliance Jio Sim, 12% of the respondents are choose the sim for Unlimited Calling Service, 31.5% of the respondents are choose the sim for Unlimited Data Service, None of the respondents are not choose the sim for Unlimited SMS and 56.5% of the respondents are choose the sim for All the Service.TABLE 4.17DISTRIBUTION OF RESPONDENTS BASED ON TYPES OF JIO APPS.NO TYPES OF JIO APP NO. OF RESPONDENTS % OF RESPONDENTS1 JIO MUSIC 100 502 JIO TV 74 373 JIO EXPRESS NEWS 4 24 OTHERS 22 11TOTAL 200 100Source: Primary DataInterpretation: This Table 4.17 shows that the respondents based on Types of Jio App, 50% of the respondents are like Jio Music App, 37% of the respondents are like Jio TV App, 2% of the respondents are like Jio Express News App and 11% of the respondents are like Other Apps. CHART 4.17DISTRIBUTION OF RESPONDENTS BASED ON TYPE OF JIO APPInterpretation: This Table 4.17 shows that the respondents based on Types of Jio App, 50% of the respondents are like Jio Music App, 37% of the respondents are like Jio TV App, 2% of the respondents are like Jio Express News App and 11% of the respondents are like Other Apps. TABLE 4.18DISTRIBUTION OF RESPONDENTS BASED ON USES OF CURRENT SERVICE PROVIDERS.NO USES OF CURRENT SERVICE NO. OF RESPONDENTS % OF RESPONDENTS1 STD 10 52 DATA 108 543 LOCAL 14 74 ISD 0 05 ROAMING 68 346 OTHERS 0 0TOTAL 200 100Source: Primary DataInterpretation: This Table 4.18 shows that the respondents based on uses of Current Service Provider, 5% of the respondents are like to use current STD service, 54% of the respondents are like to use current DATA service, 7% of the respondents are like to use current LOCAL call service, None of the respondents are not like to use ISD service, 34% of the respondents are like to use current ROAMING service and None of the respondents are Others Current Service. CHART 4.18DISTRIBUTION OF RESPONDENTS BASED ON USES OF CURRENT SERVICE PROVIDERInterpretation: This Table 4.18 shows that the respondents based on uses of Current Service Provider, 5% of the respondents are like to use current STD service, 54% of the respondents are like to use current DATA service, 7% of the respondents are like to use current LOCAL call service, None of the respondents are not like to use ISD service, 34% of the respondents are like to use current ROAMING service and None of the respondents are Others Current Service. TABLE 4.19DISTRIBUTION OF RESPONDENTS BASED ON MAKE CALL FOR CUSTOMER CARE S.NO MAKE CALL FOR CUSTOMER CARE NO. OF RESPONDENTS % OF RESPONDENTS1 YES 39 19.52 NO 161 80.5TOTAL 200 100Source: Primary DataInterpretation: This Table 4.19 shows that the respondents based on Make Call for Customer Care, 19.5% of the respondents say ‘Yes’ to make call for customer care service and 80.5% of the respondents say ‘No’ to make call for customer care service. CHART 4.19DISTRIBUTION OF RESPONDENTS BASED ON MAKE CALL FOR CUSTOMER CARE Interpretation: This Table 4.19 shows that the respondents based on Make Call for Customer Care, 19.5% of the respondents say ‘Yes’ to make call for customer care service and 80.5% of the respondents say ‘No’ to make call for customer care service. TABLE 4.20DISTRIBUTION OF RESPONDENTS BASED ON IMPROVEMENT IN RELIANCE JIO S.NO IMPROVEMENT OF SERVICE NO. OF RESPONDENTS % OF RESPONDENTS1 IMPROVE IN NETWORK COVERAGE 80 402 REMOVE CALLING CONGESTION 74 373 UPGRADE IN ANDROID VERSION 32 164 OTHERS 14 7TOTAL 200 100Source: Primary DataInterpretation: This Table 4.20 shows that the respondents based on make improvement in Reliance Jio Sim, 40% of the respondents are improve in network coverage, 37% of the respondents are remove calling congestion, 16% of the respondents are upgrade in android version and 7% of the respondents are others to make improvements of service.CHART 4.20DISTRIBUTION OF RESPONDENTS BASED ON IMPROVEMENT IN RELIANCE JIO Interpretation: This Table 4.20 shows that the respondents based on make improvement in Reliance Jio Sim, 40% of the respondents are improve in network coverage, 37% of the respondents are remove calling congestion, 16% of the respondents are upgrade in android version and 7% of the respondents are others to make improvements of service.TABLE 4.21DISTRIBUTION OF RESPONDENTS BASED ON PROBLEM IN RELIANCE JIO S.NO PROBLEM IN JIO SIM NO. OF RESPONDENTS % OF RESPONDENTS1 YES 116 582 NO 84 42TOTAL 200 100Source: Primary DataInterpretation: The Table 4.21 explained about the Problems in Reliance Jio Sim, the 58% of the respondents are facing problem in Reliance Jio Sim, 42% of the respondents are not facing problem in Reliance Jio Sim.CHART 4.21DISTRIBUTION OF RESPONDENTS BASED ON PROBLEM IN RELIANCE JIO Interpretation: The Table 4.21 explained about the Problems in Reliance Jio Sim, the 58% of the respondents are facing problem in Reliance Jio Sim, 42% of the respondents are not facing problem in Reliance Jio Sim.TABLE 4.22DISTRIBUTION OF RESPONDENTS BASED ON OPINION ABOUT SATISFACTION LEVEL OF RELIANCE JIO SIMS.NO OPINION OF JIO SERVICE NO. OF RESPONDENTS % OF RESPONDENTS1 HIGHLY SATISFIED 12 62 SATISFIED 113 56.53 NEUTRAL 70 354 DISSATISFIED 5 2.5TOTAL 200 100Source: Primary DataInterpretation: This Table 4.22 described about the Satisfaction Level of Reliance Jio Sim. The 6% of the respondents are Highly Satisfied with Reliance Jio Sim, 56.5% of the respondents are Satisfied with Reliance Jio Sim, 35% of the respondents are Neutral with Reliance Jio Sim and 2.5% of the respondents are Dissatisfied with Reliance Jio Sim to Customer. CHART 4.22DISTRIBUTION OF RESPONDENTS BASED ON OPINION ABOUT SATISFACTION LEVEL OF RELIANCE JIO SIMInterpretation: This Table 4.22 described about the Satisfaction Level of Reliance Jio Sim. The 6% of the respondents are Highly Satisfied with Reliance Jio Sim, 56.5% of the respondents are Satisfied with Reliance Jio Sim, 35% of the respondents are Neutral with Reliance Jio Sim and 2.5% of the respondents are Dissatisfied with Reliance Jio Sim to Customer. TABLE 4.23DISTRIBUTION OF RESPONDENTS BASED ON RELIANCE JIO SIM RECOMMEND OTHERSS.NO RECOMMEND OTHERS NO. OF RESPONDENTS % OF RESPONDENTS1 YES 200 1002 NO 0 0TOTAL 200 100Source: Primary DataInterpretation: This Table 4.23 examined about Reliance Jio Sim whether respondents are recommend others. Reliance Jio Sim are Recommend to all the respondents (100%).CHART 4.23DISTRIBUTION OF RESPONDENTS BASED ON RECOMMEND OTHERSInterpretation: This Table 4.23 examined about Reliance Jio Sim whether respondents are recommend others. Reliance Jio Sim are Recommend to all the respondents (100%).TABLE 4.24DISTRIBUTION OF RESPONDENTS BASED ON FACTORS FOR SELECTING RELIANCE JIO SIMS.NO FACTORS FOR SELECTING JIO NO. OF RESPONDENTS % OF RESPONDENTS1 PRICE 49 24.52 NETWORK COVERAGE 9 4.53 OFFERS ; SCHEMES 91 45.54 UNLIMITED DATA 26 135 UNLIMITED CALL 7 3.56 JIO APP 18 97 CUSTOMER CARE SERVICE 0 0TOTAL 200 100Source: Primary DataInterpretation: This Table 4.24 described about the Factors for Selecting Reliance Jio Sim. 24.5% of the respondents are comfortable with the Price, 4.5% of the respondents are comfortable with the Network Coverage, 45.5% of the respondents are comfortable with the Offers ; Schemes, 13% of the respondents are comfortable with the Unlimited Data, 3.5% of the respondents are comfortable with the Unlimited Call, 9% of the respondents are comfortable with the Jio App and None of the respondents are comfortable with the Customer Care Service for selecting Reliance Jio Sim. CHART 4.24DISTRIBUTION OF RESPONDENTS BASED ON FACTORS FOR SELECTING RELIANCE JIO SIMInterpretation: This Table 4.24 described about the Factors for Selecting Reliance Jio Sim. 24.5% of the respondents are comfortable with the Price, 4.5% of the respondents are comfortable with the Network Coverage, 45.5% of the respondents are comfortable with the Offers ; Schemes, 13% of the respondents are comfortable with the Unlimited Data, 3.5% of the respondents are comfortable with the Unlimited Call, 9% of the respondents are comfortable with the Jio App and None of the respondents are comfortable with the Customer Care Service for selecting Reliance Jio Sim. TABLE 4.25DISTRIBUTION OF RESPONDENTS BASED ON REASON FOR CUSTOMER PREFERENCE OF RELIANCE JIO SIMS.NO REASON FOR PREFER JIO NO. OF RESPONDENTS % OF RESPONDENTS1 WIDEST COVERAGE 24 122 BRAND LOYALTY 63 31.53 MOST ECONOMICALY ; FRIENDLY PACKAGE 20 104 BEST QUALITY ; EXTENSIVE NETWORK 93 46.5TOTAL 200 100Source: Primary DataInterpretation: This Table 4.25 examine about the Reason for Customer Preference of Reliance Jio Sim. 12% of the respondents prefer Widest Coverage, 31.5% of the respondents prefer Brand Loyalty, 10% of the respondents prefer Most Economically ; Friendly Package and 46.5% of the respondents prefer Best Quality ; Extensive Network. CHART 4.25 DISTRIBUTION OF RESPONDENTS BASED ON REASON FOR CUSTOMER PREFERENCE OF RELIANCE JIO SIMInterpretation: This Table 4.25 examine about the Reason for Customer Preference of Reliance Jio Sim. 12% of the respondents prefer Widest Coverage, 31.5% of the respondents prefer Brand Loyalty, 10% of the respondents prefer Most Economically ; Friendly Package and 46.5% of the respondents prefer Best Quality ; Extensive Network. TABLE 4.34HYPOTHESIS TESTINGTEST 1: There is no association between income of the respondents and awareness about reliance jio sim. Income/Awareness Less than Rs. 10000 Rs. 10000-20000 Rs. 20000-30000 Rs. 30000-40000 More than Rs. 40000 Total Value d.f p-value Yes 12 57 24 40 52 185 11.949 10 0.2885No 4 6 0 4 1 15 Total 16 63 24 44 53 200 Inference: From the above table it is observe that the p-value is 0.2885, which is greater than 0.05. Hence at 5% level of significance we can accept the null hypothesis. i.e., there is no association difference between income of the respondents and awareness about reliance jio sim.TEST 2: There is no association between age of the respondents and the opinion about satisfaction level of jio service.Age of the respondents/ Satisfaction Level Less than 20 years 21-30 years 31-40 years 41-50 years More than 50 years Total Value d.f p-value 0 1-1.99 0 0 0 0 0 2-2.99 10 81 12 2 0 105 38 12 0.00023-3.99 26 23 3 0 0 52 4-4.99 8 34 1 0 0 43 Total 44 138 16 2 0 200 Inference: From the above table it is observe that the p-value is 0.0002, which is lesser than 0.05. Hence at 5% level of significance we can reject the null hypothesis. i.e., there is a association difference between age of the respondents and the opinion about satisfaction level of reliance jio.TEST 3: There is no association between smart mobile phone holder with relate to reason for buying reliance jio sim.Reason for buying Reliance jio service/ Smart Mobile Phone Holder Network Coverage Unlimited Data Unlimited Voice Call Free Sim TotalYes 12 145 0 26 183No 0 0 0 17 17Total 12 145 0 43 200Oi Ei Oi – Ei (Oi – Ei)2 (Oi – Ei)2/E12 10.98 1.02 1.04 0.09125 114.38 10.63 151.78 1.0426 39.35 13.35 178.22 2.230 1.02 1.02 1.04 1.020 12.33 12.33 152.03 5.0217 3.66 13.34 177.96 4.0267.82Degree of Freedom = (r-1) (c-1) = (2-1) (4-1) = (1) (3) = 3Level of Significant: 5% Table value = 7.81Inference:In the Chi Square test, the calculated value is 67.82 and the table value is 7.81. Then The Calculated value is higher than the Table value, so the Null Hypothesis is rejected. So the result is there is an association between income of the respondents and awareness about reliance jio sim.TEST 4: There is no association between a number of months and the opinion about reliance Jio service. Value d.f p-vaue Opinion about Satisfaction level / Number of Months 1-1.99 2-2.99 3-3.99 4-4.99 Total ; 1month 0 14 0 0 14 2-3 month 0 49 0 0 49 4-5 month 0 25 5 2 32 ; 5 month 0 17 47 41 105 Total 0 105 52 43 200 Inference: From the above table it is observe that the p-value is 0.39, which is greater than 0.05. Hence at 5% level of significance we can reject the null hypothesis. i.e., there is no association between a number of months and the opinion about reliance Jio to customers.TEST 5: There is no association between preference of selecting Jio sim and awareness about Jio sim. Preference of selecting Jio Sim / Awareness Widest Coverage Brand loyalty Most economical ; friendly package Best quality ; extensive network Total Value d.f p-value Yes 35 35 64 51 185 4.64 12 0.39No 14 0 0 1 15 Total 49 35 64 52 200 Inference: From the above table it is observe that the p-value is 0.39, which is greater than 0.05. Hence at 5% level of significance we can reject the null hypothesis. i.e., there is no association between preference of selecting Jio sim and awareness about Jio sim.TEST 6: There is no association between occupations of the respondents with relate to choosing of the Reliance Jio service provider.Choosing of Reliance jio service / Occupations Unlimited Calling Unlimited Data Unlimited SMS All Service TotalStudents 0 49 0 80 129Business Man 0 0 0 11 11Employees 24 9 0 22 55Others 0 5 0 0 5Total 24 63 0 113 200Oi Ei Oi – Ei (Oi – Ei)2 (Oi – Ei)2/E0 15.48 15.48 239.63 6.0249 40.64 8.36 69.89 1.7280 72.89 7.11 50.55 0.690 1.32 1.32 1.74 1.320 3.47 3.47 12.04 3.4611 6.22 4.78 22.85 3.2824 6.6 17.4 302.76 8.179 17.33 8.33 69.39 422 31.08 9.08 82.45 2.050 0.6 0.6 0.36 0.65 1.58 3.42 11.7 7.050 2.83 2.88 8.29 2.23TOTAL 89.75Degree of Freedom = (r-1) (c-1) = (4-1) (4-1) = (3) (3) = 9Level of Significant: 5% Table value = 16.92Inference:In the Chi Square test, the calculated value is 37.85 and the table value is 16.92. Then The Calculated value is higher than the Table value, so the Null Hypothesis is rejected. So the result is there is an association between income of the respondents and awareness about reliance jio sim.TEST 7: To study the relation between ages of the respondents with relate to opinion about the satisfaction level of reliance jio service. Co-efficient of CorrelationAge/ Opinion High Satisfied Satisfied Neutral Dissatisfied Total Correlation Less than 20 0 20 24 0 44 21-30 21 82 17 18 138 31-40 0 3 13 0 16 0.4962 41-50 0 1 0 1 2 More than 50 0 0 0 0 0 Total 21 106 54 19 200 Inference:In the above table, the Pearson correlation between ages of the respondent with relates to opinion about the satisfaction level of reliance jio to customer is 0.4962, which indicate that there is a Positive Correlation between the two variables. CHAPTER VFINDINGSSUGGESTIONCONCLUSIONCHAPTER VFINDINGS, SUGGESTION ; CONCLUSIONFINDINGS:Among 100% of respondents, 28% of respondents are Males, and 72% of respondents are Females using Reliance Jio Sim.Among the 100% of respondents, 22% of respondents are below 20 years, 69% of respondents are 21-30 years, 8% of respondents are 31-40 years, 1% of respondents are 41-50 years and None of respondents are below 50 years are prefer Reliance Jio Sim.Out of 100% of respondents, 23.5% of respondents are Illiterate, 26% of respondents are UG, 44.5% of respondents are PG, 1% of respondents are 41-50 years and None of respondents are below 50 years are prefer Reliance Jio Sim.Out of 100% of respondents, 64.5% of respondents are belongs to Students, 5.5% of respondents are belong Business Class People, 27.5% of respondents are belongs to Employees, 2.5% of respondents are belongs to Other People who are using Reliance Jio Sim are taken for the study.Out of 100% of respondents, 30% of respondents are Male, 70% of respondents are Female are using Reliance Jio Sim are taken for the Study. Out of 100% of respondents, 8% of respondents are less then Rs. 10,000, 31.5% of respondents are Rs. 10,000 – Rs. 20,000, 12% of respondents are Rs. 20,000 – Rs. 30000, 12% of respondents are Rs. 30,000 – Rs. 30,000, 22% of respondents are Rs. 30,000 – 40,000, 26.5% of respondents are above Rs. 40,000 are prefer Reliance Jio Sim to Customer.Among 100% of respondents are using Reliance Jio Sim, 91.5% of respondents are having Smart Mobile Phone and 8.5% of respondents are not having Smart Mobile Phone. Among 100% of respondents having different Service Provider, 34% of respondents are having Jio Sim, 33.5% of respondents are having Airtel, Jio Sim, 15% of respondents are having Aircel, Jio Sim, 15.5% of respondents are having Bsnl, Jio Sim, and 2% of respondents are having Idea, Jio Sim. Out of 200 respondents, majority of 81% of respondents are purchase in Recharge Shops and 19% of respondents are purchase in Mobile show Room are came to know the Purchasing Place of Reliance Jio Sim.Majority of the respondents are have Awareness about Reliance Jio Sim, in this 92.5% of respondents are aware about the reliance jio sim and 7.5% of respondents are not aware about the reliance jio sim The distribution of respondents based on Reason to Shift Reliance Jio Sim, 12% of the respondents are choose for the Network Coverage, 31.5% of the respondents are choose for Unlimited Data, None of the respondents are choose Unlimited Voice Call and56.5% of the respondents are choose for Free Sim. Out of 200 respondents, this study based on Sources of Reliance Jio Sim, 14.5% of the respondents are came to know Friends ; Relatives, 50.5% of the respondents are came to know Advertisements, 35% of the respondents are came to know Mouth Publicity and None of the respondents are Others. Out of 200 respondents, this study is based on Period of using Reliance Jio Sim, 7% of the respondents are using less than 1 month, 24.5% of the respondents are using 2 – 3 months, 16% of the respondents are using 4 – 5 months and 52.5% of the respondents are using more than 5 months.Out of 200 respondents, which the respondents based on Convince to use Reliance jio Sim i.e., 38% of the respondents are used for Connectivity, 26.5% of the respondents are used for Schemes, 33% of the respondents are used for Advertisements and 2.5% of the respondents are used for Goodwill. Out of 200 respondents, which the respondents are based on Service like to use Reliance Jio Sim i.e., 50% of the respondents are like to use Data Service, 16% of the respondents are like to use Calling Rate, 33.5% of the respondents are like to use Network Coverage and 0.5% of the respondents are life to use Value Added Service. Out of 200 respondents, this study based on Reason for Choose Reliance Jio Sim, 12% of the respondents are choose the sim for Unlimited Calling Service, 31.5% of the respondents are choose the sim for Unlimited Data Service, None of the respondents are not choose the sim for Unlimited SMS and 56.5% of the respondents are choose the sim for All the Service.Out of 200 respondents, this study based on what types of Jio App is liked by respondents, 50% of the respondents are like Jio Music App, 37% of the respondents are like Jio TV App, 2% of the respondents are like Jio Express News App and 11% of the respondents are like Other Apps. Out of 200 respondents, this study based on uses of Current Service Provider, 5% of the respondents are like to use current STD service, 54% of the respondents are like to use current DATA service, 7% of the respondents are like to use current LOCAL call service, None of the respondents are not like to use ISD service, 34% of the respondents are like to use current ROAMING service and None of the respondents are Others Current Service.Out of 200 respondents, this study based on whether the respondents Make Call for Customer Care, 19.5% of the respondents say ‘Yes’ to make call for customer care service and 80.5% of the respondents say ‘No’ to make call for customer care service. Out of 200 respondents, this study based on whether they make improvement in Reliance Jio Sim, 40% of the respondents are improve in network coverage, 37% of the respondents are remove calling congestion, 16% of the respondents are upgrade in android version and 7% of the respondents are others to make improvements of service.Out of 200 respondents, this study explained about the Problems in Reliance Jio Sim, the 58% of the respondents are facing problem in Reliance Jio Sim, 42% of the respondents are not facing problem in Reliance Jio Sim.Out of 200 respondents, this study described about the Satisfaction Level of Reliance Jio Sim. The 6% of the respondents are Highly Satisfied with Reliance Jio Sim, 56.5% of the respondents are satisfied with Reliance Jio Sim, 35% of the respondents are Neutral with Reliance Jio Sim and 2.5% of the respondents are Dissatisfied with Reliance Jio Sim to Customer. Out of 200 respondents, this study examined about Reliance Jio Sim whether respondents are recommend others. Reliance Jio Sim are Recommend to all the respondents (100%).Out of 200 respondents, this study described about the Factors for Selecting Reliance Jio Sim. 24.5% of the respondents are comfortable with the Price, 4.5% of the respondents are comfortable with the Network Coverage, 45.5% of the respondents are comfortable with the Offers ; Schemes, 13% of the respondents are comfortable with the Unlimited Data, 3.5% of the respondents are comfortable with the Unlimited Call, 9% of the respondents are comfortable with the Jio App and None of the respondents are comfortable with the Customer Care Service for selecting Reliance Jio Sim. Out of 200 respondents, this study examine about the Reason for Customer Preference of Reliance Jio Sim. 12% of the respondents prefer Widest Coverage, 31.5% of the respondents prefer Brand Loyalty, 10% of the respondents prefer Most Economically ; Friendly Package and 46.5% of the respondents prefer Best Quality ; Extensive Network. testing of hypothesisTEST 1: From the above table it is observe that the p-value is 0.2885, which is greater than 0.05. Hence at 5% level of significance we can accept the null hypothesis. i.e., there is no association difference between income of the respondents and awareness about reliance jio sim.TEST 2: From the above table it is observe that the p-value is 0.0002, which is lesser than 0.05. Hence at 5% level of significance we can reject the null hypothesis. i.e., there is a association difference between age of the respondents and the opinion about satisfaction level of reliance jio.TEST 3: TEST 4:TEST 5:TEST 6: TEST 7: In the above table, the Pearson correlation between ages of the respondent with relates to opinion about the satisfaction level of reliance jio to customer is 0.4962, which indicate that there is a Positive Correlation between the two variables. Suggestions:In telecom sectors, the highly competition among service sectors like Reliance jio, Airtel, Aircel and Idea. In this study reliance jio connection is preferred by most of the customers and secondly, the Airtel connection is preferred by customers because the various schemes and offers are introduced by them and proper network connections are available to attract the customers. So the reliance jio must improve those things.At the same time as undertaking the survey, i found that maximum of respondents are satisfied with the reliance jio sim and some few respondents are not satisfied due to the fact nonetheless they have a network trouble and calling congestion in rural and urban regions. Reliance jio service provider give free SMS service to customers, but the SMS service is limited. So they provide unlimited service to customers.As maximum of the customers are ignorant of the value added services offered by way of reliance jio Service Company, competitive advertisements and schemes need to be released to create focus and sell the use of those offerings. Customer care services play an important role in retaining customers. Therefore customer care service should be improved and there should be provisions of taking feedback from customers so the necessary steps can be taken in this direction.Maximum of the customers are recommend in enhancing the network insurance of jio services and it assists reliance jio to capture the best market proportion inside the modern-day fashion. Reliance jio should receive legitimate feedbacks from consumers often and ensure that they fulfil the customers. Conclusion:Reliance jio has end up a totally a success logo in India, and providing higher service to customers. Reliance jio sim is one of the primary motives in telecom service sectors in India. The Indian telecom service sectors have been competing with identical distinct sort of merchandise to the consumers and subsequently service quality is taken into consideration as the important thing differentiator most of the reliance jio presenting better carrier to the customers. Consistency in providing the required service quality is the important thing to differentiate one another. This study was undertaken to examine the “Service Quality and its impact on customer preference towards reliance jio sim” with reference to Cuddalore town. I concluded from the study that majority of the respondents are teenagers and majority of customers are aware of the services offered by Reliance Jio. The study also reveals that customers are satisfied with the services offered by reliance jio. Customers’ preference is broadly varied in accordance with the Quality of Network, Call service facilities, Price, Customer care. For this reason, I conclude that the price has significant and positive impact on customers’ preference desire in selecting reliance jio products and services. 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Balu, Service Marketing, Sri Venkateswara Publication, Edition: November 2001, Pg: 136 – 143.Steve Baron and Kim Harris (1995), Service marketing, Division ; Palgrave Publishers Ltd, ISBN 0 – 333 – 61836, Pg: 158 – 167. WEBSITES:www.wikipedia.comhttps://www.researchgate.net/publication/271969171www.symphonytech.comwww.teleccomunicationservicesector.comhttps://en.wikipedia.org/wiki/Quality_(business)https://en.wikipedia.org/wiki/Service_qualityhttps://simplicable.com/new/customer-preferencesST. JOSEPH’S COLLEGE OF ARTS & SCIENCE (AUTONOMOUS)CUDDALORE 607 001DEPARTMENT OF COMMERCEM.PHIL PROGRAMMER”A STUDY ON SERVICE QUALITY AND ITS IMPACT ON CUSTOMER PREFERANCE TOWARDS RELIENCE JIO SIM WITH REFERENCE IN CUDDALORE TOWN”GUIDE RESEARCHERDr. L. SanthanaRaj M.COM., M.A., M.B.M., M.PHIL., PH.D.,Assist. Professor in Commerce,PG& Research Department of commerce,St. Joseph’s College of Arts and Science, (Autonomous), Cuddalore – 1. Dhivya. N,Master of Philosophy,Research Scholar,PG; Research Department of commerce,St. Joseph’s College of Arts and Science, (Autonomous), Cuddalore – 1. A STUDY ON SERVICE QUALITY AND ITS IMPACT ON CUSTOMER PREFERANCE TOWARDS RELIENCE JIO SIM WITH REFERENCE IN CUDDALORE TOWNQUESTIONNAIRENameGenderMale b) FemaleAge: EducationIlliterate b) UG c) PG c) Diploma d) OthersOccupationStudents b) Business Man c) Employees d) OthersMarital StatusMarried b) UnmarriedMonthly income:Are you having smart mobile phone?Yes b) NoWhich service provider, are you have? In which place you purchase reliance Jio sim? Mobile showroom b) Recharge shop c) Sales Agent Are you aware about a Reliance Jio?Yes b) NoFor what reason you shift to Jio service?Network coverageUnlimited dataUnlimited voice callsFree simFrom which Source you came to know about Reliance Jio?Friends & Relatives b) Advertisement c) Mouth Publicity d) othersSince how long you are using Reliance Jio service?Less than 1mth b) 2 – 3mths c) 4 – 5mths d) More than5mths Which feature of Reliance Jio convinced you to use this?Connectivity b) Schemes c) Advertisements d) GoodwillWhich service do you like most while using the Reliance Jio service?Data Service b) Call Rate c) Network Coverage d) Value Added ServiceWhy did you choose this service provider?Unlimited Calling ServiceUnlimited Data ServiceUnlimited SMSAll ServiceWhat type of Jio App you like?Jio musicJio TVJio express newsOthers (specify) ……………What was current service provider was mainly used for?STD b) DATA c) Local d) ISD e) ROAMING f) OtherDo you call at Customer Care? Yes b) NoIf yes, for what reason do you call Customer Care? Value Added ServicesInformation regarding new schemesComplaintsOther queriesWhat should be improved in Reliance Jio service?Improve in Network CoverageRemove Calling CongestionUpgrade in Android VersionothersDo you have any problems in Reliance Jio Service?Yes b) No If yes, what type of problems? (Specify) …………………..What is the opinion about Satisfaction level of Jio Service?Highly Satisfied b) Satisfied c) Neutral d) Dissatisfied Would you like to recommend others?Yes b) NoWhat are the factors for selecting Reliance Jio?PriceNetwork Coverage Offers & SchemesUnlimited dataUnlimited callsJio appCustomer care serviceWhat is the Reason for customer preference of Reliance Jio?Widest coverage Brand loyalty Most economical & friendly package Best quality & extensive networkRate the following Reliance Jio Service on basis of your Satisfaction?S.No Particular Excellent Very Good Fairly Good Average Poor1 Network Coverage 2 Data Service 3 Calling Service 4 New Schemes & Offers 5 Customer Care 6 SMS Rates Response on the new service on the basis of your Satisfaction?S.No Particular Excellent VeryGood Good Average Poor1 Video Call 2 High Internet Speed on 3G 3 TV on Mobile 4 Social Networking Sites 5 MNP(Mobile Number Portability)
