A

PROJECT REPORT
ON
“COMPARATIVE STUDY OF CUSTOMER SATISFACTION OF
RELIANCE JIO AND AIRTEL”
Submitted to Himachal Pradesh University Shimla in partial fulfillment of
the requirement for the Degree of
MASTER OF COMMERCE
SESSION (2021-23)

SUPERVISED BY: SUBMITIED BY ;

Dr. ANAJNA RANI RAKESH
UNIVERSITYROLL NO:
211451230647

DEPARTMENT OF COMMERCE

GOVT .P.G COLLEGE DHARAMSHALA [H.P]

 CERTIFICATE

This is to certify that Mr. Rakesh of government post graduate college Dharamshala has
successfully completed the project work titled “A COMPARATIVE STUDY OF
CUSTOMER SATISFACTION OF RELIANCE JIO AND AIRTEL” in partial
fulfillment of requirement for the completion of M.COM course prescribed by the Himachal
Pradesh university.

Wherever reference has been made to previous work of others, it has been clearly indicated as
such and included in the bibliography.

This project report is the record of authentic work carried out by him. He has worked under
my guidance.

We have examined this report and recommended its acceptance.

Date :- project guide:-

Place :- Dr. Anajna Rani
Government p.g. college Dharamshala

2
 DECLARATION

I do hereby declare that the project report entitled “A COMPARATIVE STUDY OF

CUSTOMER SATISFACTION OF RELIANCE JIO & AIRTEL” has been prepared by
me on the basis of guidance provided by my mentor Dr. Anjana Rani, as a part of
requirement for the award of M.COM degree of himachal pradesh university. I further
declare that the matter written here in this project report has not been submitted to any other
university or institute for the award of any other degree or diploma.

Date: Name- Rakesh

Place:- M.com 4th semester
Govt. pg. college dharamshala
Roll no.- 211451230647

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 ACKNOWLEDGEMENT

The success and final outcome of this project required a lot of my hard-work and guidance
and assistance from many people and I am extremely pledged to have got this all along the
completion of my project. All that I have done is only due to such supervision and assistance
and I would like to add a few heartfelt words for them.

I would like to extend my gratitude to my project guide Dr. Anjana Rani, for her
encouragement and co-operation in all matters pertaining to my project work and during the
academic year. His supervision and real guidance and support during my project titled “a
comparative study of customer satisfaction of reliance jio and airtel”, helped me a lot during
my project work.

Ultimately, I would like to conclude this with appreciation for the endless support by my
family and friends.

Rakesh
M.com 4th semester
Govt. pg. college Dharamshala

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5
 TABLE OF CONTENTS

1. CONTENTS
1.1. Certificate
1.2. Declaration
1.3. Acknowledgement
2. CHAPTER- 1
2.1. Introduction
2.2. Industry and company profile
3. CHAPTER -2

3.1 Review of Literature

4. CHAPTER -3

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 4.1. Research methodology
4.2. Need of study
4.3. Objective of study
4.4. Research methodology
4.5. Limitation of study
5. CHAPTER-4
5.1. Data analysis and interpretation.
5.2. Finding suggestions and conclusion
5.3. Bibliography
5.4. Appendix

LIST OF TABLES

TABLE NO. PAGE NO.

Table 4.1 22
Table 4.2 23
Table 4.3 24
Table 4.4 25
Table 4.5 26
Table 4.6 27
Table 4.7 28
Table 4.8 29
Table 4.9 30

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Table 10 31
Table 4.11 32
Table 4.12 33
Table 4.13 34
Table 4.14 35
Table 4.15 36

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 ABSTRACT

The telecommunication industry within the sector of information and communication

technology is made up of all telecommunication / telephone companies and internet service
providers and plays the crucial role in the evolution of mobile communication and the
information society. The main objective of the study is to make a comparative study among
the satisfaction level of airtel and jio customers. The study focuses on identifying the
different factors influencing the satisfaction level of customers. The major finding of the
study is that there is no significant difference in the factors affecting the satisfaction level of
airtel and reliance jio. The findings of the study indicate that both Reliance Jio and Airtel
have strong customer bases and offer competitive services. However, there are notable
differences in customer satisfaction levels between the two providers. Reliance Jio customers
expressed higher levels of satisfaction with regard to network coverage and pricing, while
Airtel customers were more satisfied with customer support and service quality.

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 CHAPTER-1
INTRODUCTION

INDUSTRY PROFILE
An industry is an area of economic production which involves large amounts of upfront
capital investment before any profit can be realized. In economics and urban planning,
industry is an intensive type of land use with economic activity involved with manufacturing
and production.

About telecommunication: the process of transmitting or receiving information over a

distance by any electric or electromagnetic medium can be called telecommunication.
Information may take the form of voice, video, or data. Over the last 2000 years we have
learned to communicate over land, sea and space. Telecommunications was the cutting -edge
business of the 19th century and the industry with foremost growth in the past 100 years.

Brief history of Indian telecom industry:

The history of Indian telecom sector began in 1851, when the British government laid down
the first operational landlines in Kolkata. In 1881, a separate telephone service was
introduced by opening telegraph facilities to the public. The telephone service was merged
with the postal system in the year Kolkata; but in the year 1911, the capital got shifted to
Delhi and continued to be capital of India. At that time, public works department (PWD) was
running the functions of telecom operations with head office at new Delhi. Gradually the
control of telecom operations with head office at the new Delhi. Gradually the control of
telecom operations transferred to director general postal and telegraph (DG P&T) from PWD,
from DGP&T to department of telecommunication, from DOT to department of telecom
service (DTS), and finally landed in Bharat Sanchar Nigam limited (BSNL). All these years,
new Delhi continued to be the head office of telecom sector. In the year 1923, Indian radio
telegraph company (IRT) was formed. In the year 1947, just after the independence, all the
foreign telecommunication companies were nationalized to form telephone, telegraph and
post (PTT), which was run by the government of India, under ministry of communication in
the monopoly manner. To get better performance, government decided to bring the Indian
telecom sector under the roof of state’s control. In 1980, private sector was allowed in
manufacturing telecom equipment, which initiated reforming the telecommunication sector.

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Twelve years later, in 1997 telecom regulatory authority of India (TRAI) came into existence.
Telecommunications is one of the prime support services needed for the rapid growth and
modernization of various sectors of the economy. It has become especially important in
recent years because of the enormous growth of information technology (IT) and its
significant impact on the rest of the economy. India is perceived to have a special
comparative advantage that depends critically on high quality telecommunication
infrastructure.

Players in Indian telecom industry:

Bharti airtel

Vodafone idea

Reliance jio

BSNL

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 COMPANY PROFILE

History of Bharti airtel limited:

Bharti airtel limited is a leading global telecommunications company with the operations in
17 countries across Asia and Africa. India Bharti airtel ranks amongst the top 3 mobile
service providers globally in terms of subscribers. The company offers an integrated suite of
telecom solutions to its enterprise customers in addition to providing long distance
connectivity both nationally and internationally. The company also offers digital tv and IPTV
services. all these services are rendered under a unified brand airtel either directly or through
subsidiary companies. The company operates in four strategic business units namely mobile
tele media enterprise and digital tv. The mobile business offers services in Sri Lanka and
Bangladesh. The tele media business provides direct to home tv services across India. The
enterprise business provides end to end telecom solutions to corporate customers and national
and international long-distance services to telecoms. Bharti airtel ltd was incorporated in the
year 1995 with the name Bharti tele ventures ltd. The company was promoted by Bharti
telecom ltd a company incorporated under the laws of India. The name of the company was
changed from Bharti tele ventures to Bharti airtel ltd with effect from April 24 2006 in order
to reflect their brand essence objective and the nature of their business activities. During the
year 1995-98 the company became the first private telecom operator to obtain a license to
provide basic telephone services in the state of Madhya Pradesh. During the year 2001-2002
they launched India one India’s first private sector national and international long-distance
services.

Airtel has launched its 5G services in 4 cities of Himachal Pradesh, namely, Dharamshala,
Mandi, Baddi and Shimla. The launch was announced on February 8, 2023. Airtel customers
with 5G-enabled devices can now experience ultrafast network and enjoy speeds upto 20-30
times faster than the current 4G speeds.

Here are the details of the 5G launch in Himachal Pradesh:

Date of launch: February 8, 2023

Cities covered: Dharamshala, Mandi, Baddi and Shimla

Speeds: Upto 20-30 times faster than the current 4G speeds Devices: 5G-enabled device.

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Introduction of Bharti airtel limited is a telecom MNC headquarter in new Delhi. It
was incorporated on July 7th ,1995 and headed by Sunil Bharti Mittal. India with a presence in
20 countries across the world. It’s the 4 th largest telecom company in the world. It became the
first Indian company to get gold certification by CISCO. It is the leading cellular service
provider. It is the largest telecom company in India and 2 nd largest mobile operator by base
after China mobile.

ESTABLISHED: July 07,1995, as a public limited company.

Chairman: Sunil Bharti Mittal.

ISIN: INE397D01024

Revenue: Rs. 117,081 crores

Shares in issue: 5,455.55 million shares

Listings: Bombay stock exchange limited (BSE)& national stock exchange of India limited
(NSE).

Customer base: it has 256.80 million users

Registered office: Bharti airtel limited (a Bharti enterprise) Bharti crescent, 1 nelson
Mandela Road, Vasant Kunj, phase 2, new delhi-110070 tel.no.: +91 1146666100 fax no.:
+91 1666411146.

Website: www.airtel.in

Organization structure (India & south Asia):

CHAIRMAN- Sunil Bharti Mittal

MD &CEO (India and south Asia)- Gopal vital

CHIEF OPERATING OFFICER (India and south Asia)- Ajay Puri

GLOBAL CHIEF INFORMATION OFFICER- Harmen Mehta

CHIEF PRODUCT AND EXPENDITURE OFFICER- Adarsh Sreekumar Nair

DIRECTOR& CEO (airtel business)- Ajay chitkara

CHIEF REGULATORY OFFICER- Rahul vats

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DIRECTOR (SUPPLY CHAIN)- Pankaj Milani

CHIEF FINANCIAL OFFICER- Badal Bagri

DIRECTOR (network and chief technical officer)- Randeep sekhon

CHIEF MARKETING OFFICER – shashwat Sharma

Business services of Bharti airtel:

1. Mobile services (India): airtel offer postpaid, pre-paid, roaming, internet and other
value-added services. Their distribution channel is spread across 1 million outlets
covering approximately 95.4% of the country’s population. The 3G and 4G services offer
high- speed internet access and a host of innovative services like mobile tv, video calls,
live streaming videos, gaming and buffer-less HD video streaming.
2. Homes services: the company provides fixed line telephone and broadband services for
homes in 111 cities pan India. It offers high speed broadband on copper and fiber and
voice connectivity up to the speeds of 100 mbps for the home segment.
3. Digital tv services: the direct to home (DTH) platform offers both standard and high
definition (HD) digital tv services with 3D capabilities and Dolby surround sound. Airtel
currently offers a total of 645 channels including 85HD channels, 7 international channels
and 4 interactive services.

History of reliance Jio:

The company was registered in Amba wadi, Ahmedabad (Gujarat) on 15 February 2007 as
reliance Jio info COMM limited. In June 2010, reliance industries (RJIL) in January 2013.

In June 2015, Jio announced that it would start its operations throughout the country by the
end of 2015. However, four months later in October, the company postponed the launched to
the first quarter of the financial year 2016-2017.

Later, in July 2015, a PIL field in the supreme court by an NGO called the Centre for public
interest litigation, through Prashant Bhushan, challenged the grant of a pan India license to
Jio by the government of India. The PIL also alleged that the firm was being allowed to
provide voice telephony along with its 4G data service, by paying an additional fee of just
rs165.8 crore (us$24 million) which was arbitrary and contributed to a loss of rs2,284.2 crore
(us$330 million) to the exchequer. The Indian department of telecommunications (DOT),
however, explained that the rules for 3G and BWA spectrum didn’t restrict BWA winners

14
from providing voice telephony. As a result, the PIL was revoked, and the accusations were
dismissed.

The 4G services were launched internally on 27 December 2015. The company commercially
launched its 4G services on 5 September 2016. Within the first month, Jio announced that it
had acquired 16 million subscribers. Jio crossed 50 million subscriber marks in 83 days since
its launch, subsequent crossing 100 million subscribers on 22 February 2017. By October
2017 it had about 130 million subscribers.

Introduction of reliance Jio reliance Jio info COMM limited, popularly known as Jio, is an
Indian mobile network operator. Owned by reliance industries and headquarter in Mumbai,
Maharashtra. In June 2010, key executives are: Mukesh Ambani; chairman, Pravir Kumar;
CEO it operates a national long-term evolution (LTE) network with coverage across all 22
telecom circles. Now, Jio claims to be the world’s largest was incorporated in 2007, reliance
industries (RI) bought a 96% stake infidel broad band services limited (IBSL) for rupees
4800 cr. Although unlisted, IBSLs the only firm to win broad band spectrum in all 22 zones
in India in the 4G auction that took place earlier that year. It believes in India’s potential to
lead the world with its capabilities.

Established: February 15, 2007

ISIN: INE110L07039

Revenue: Rs. 21,708 crores with operating income of rs.3631 crore and net income of Rs.
1148 crore.

Parent: reliance industries.

Customer base: it has 72.4 million users.

Registered office: maker chambers 4, 222 Nirman point, Mumbai, Maharashtra India.

Marketing & branding: Bollywood actor shah Rukh khan was appointed as jio’s brand
ambassador.

Website: www.jio.com

Organization structure:

CHAIRMAN- Mukesh Ambani

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CEO- pravir Kumar

MANAGING DIRECTOR- Sanjay mashruwala

CHIEF FINANCIAL OFFICER- Rajneesh Jain

CHIEF DIGITAL OFFICER- Vishal Sampath

PRESIDENT OF NETWORK GLOBAL STRATEGY AND SERVICE DEVELOPMENT & DIRECTOR-

Mathew omen

PRESIDENT OF DEVICES BUSINESS – Sunil dutt

DIRECTOR- Akash m Ambani

DIRECTOR- isha M Ambani.

1. back by returning the jio phone at jio store after three years. This telephone was
discharged for beta users on 15 august 2017 and pre reserving for standard users
began on 24th august 2017.
2. LYF (life) smart phones: in June 2015 jio entered into an agreement with index to
supply 4G handsets which are equipped for voice over LTE. On 25 th January 2016 jio
launched its smart phone series starting from life water 1, life water 2, life earth1,
life earth 2 and life flame 1 etc.
3. 4G Broadband: on September 2016 jio launched its 4G broadband services all
through India. It was started to release in December 2015 after receiving final
permit from the government. Jio offer 4G data and voice benefits along with
services like texting, steaming films and music. Jio is having multi benefit operator
permit to provide as a TV station distributor and will offer television on interest on
its system.
4. Free Jio net Wi-Fi: jio has started begun giving free Wi-Fi hotspot benefits in India.
In march 2016 jio has started free Wi-Fi internet to consumers at six stadiums
facilitating the 2016 ICC world 20-20 matches.
5. Jio apps: in May 2016 jio introduced multimedia applications on google store for
coming 4G services. The apps are accessible for everyone who have jio sim card to
utilize it like my jio, jio TV, Jio cinema, jio messenger, jio music, jio join, jio money,
jio switch, jio net and so on.
CHAPTER 2
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 REVIEW OF LITERATURE

INTRODUCTION

This chapter deals with review of literature. Review of literature is divided into two sections:
conceptual review and empirical literature. A conceptual review is an analytical tool with
several variations and context. A thorough conceptual review requires the author to identify
all potentially relevant and significant papers (both empirical and conceptual) that are
relevant to the domain being reviewed. It illustrates what you expect to find through your
research. Empirical literature is based on observed and measured phenomenon and derives
knowledge from actual experience rather than theory or belief. It is reported in such a manner
that other investigators understand precisely what was done and what was found in a
particular research study to an extent that they could replicate the study to determine whether
the findings are reproduced when repeated.

EMPIRICAL LITERATURE

Rahman M.H (2014): this empirical study was initiated to find out what particular factors
were responsible for customer satisfaction in the mobile telecommunication industry in
Bangladesh. 282 samples were collected through structured questionnaire; study revealed that
service innovativeness, service reliability, service competitiveness and service consistency
have significant influence on making customer satisfied and the operators network/signal
coverage, pricing, offering, fulfillment of customer demand, value added service, brand value
and operators contribution for society have insignificant influences on making customer
satisfied at five percent level of significant at multiple regression analysis. On the basis of
these findings; study concludes that in promoting customer satisfaction, mobile service
providers should be concerned about factors that have significant influence on promoting
customer satisfaction in the telecommunication industry in Bangladesh.

Diaw B, Asare G (2018): the study examines the effect of innovation on customer
satisfaction in the telecommunication service industry which is highly competitive in Ghana.
Product and service innovation is believed to be the key in satisfying and retaining customers.
Data were collected using questionnaires to 150 customers. Data analysis tools were
employed to assess the relationship between variables (dependent and independent). A
significant positive relationship was found between innovation, customer satisfaction and

17
retention. The study also found that marketing innovations introduced in recent years has
been a major determinant in customer satisfaction and retention. The study recommends that
telecommunication companies should invest in providing innovative services by researching
current trends in order to forecast products and services.

Nurysh N, Naghavi N, Fah B.c.y (2019): this study was an acknowledgement to the request
by previous researchers on the need to examine the important factors such as perceived value
and service quality that can directly affect the attractiveness of alternatives has been also
tested between variables. Therefore, the empirical findings, which are based on quantitative
Research and further quality, have a positive relationship towards customer satisfaction. But
it was found that the interaction of both variables with attractiveness of alternatives has no
effect to improve or enhance the satisfaction.

Hoa T.K, Ngoc l.T.B (2020): this study was aimed at investing three factors (service quality,
brand image and price perception) and assessed the degree of the impact of each factor on
customer loyalty in Vietnamese mobile telecom sector where there has been the existence of
the fierce competition, mature market share and survival. The results indicated that each
factor (service quality, brand image, price perception) has a positive impact on customer
satisfaction at the different levels as well as a significantly positive relationship between
customer satisfaction and customer loyalty in the mobile telecommunication industry in
Vietnam. The results of this study are consistent with the findings and evidence in the
literature. The study provides important feedback from customers to mobile telecom
suppliers. Research findings are expected to be marketing insights for Vietnamese mobile
Telecom managers so that they can develop sound marketing strategies in today’s
competitive and costly market.

GOYAL K, KAR A.K (2020): for this study 4 lakh tweets were collected from twitter by
using popular hashtags and @ mention for telecommunication companies in India. The result
indicates that there is a positive relationship between independent variables and dependent
variables. Topic modeling and sentiment mining were done on these 4 lakhs tweets. The
statistical analysis indicated that network quality, service interaction quality and customer
support play a momentous factor in the satisfaction of customers in the telecommunication
industry.

Paulose j, Sharma V, joseph S (2018): this study was to check a model of various factors
such as loyalty, satisfaction and switching barriers influencing consumer retention strategies

18
in Indian telecom service industry. A structured and undisguised and a convenient sampling
method was used to collect the data from respondents from three most populous cities
(Indore, Bhopal and Ujjain) of central India. Around 450 questionnaires were distributed, out
of which 318 usable responses were received from final analysis. The instrument was
checked for validity and reliability and the hypotheses were tested through structure equation
modeling (SEM) for direct effect and multiple moderating regression analysis (MMRA) for
moderating effect. The results suggested that loyalty, satisfaction, switching barriers and
customer relationship management are positively related and have a direct influence on
consumer retention, but the relationship with alternative attractiveness has been found weak.
Switching cost, as moderating variable, was found to be very effective and showed
significant deviation in the relationship between independent and dependent variables.

Anita Rajnath D.V.M, MS (2018): this study helped to improve the SERVQUAL model as
the foremost framework for investigating service quality and the relationships among
customer satisfaction and service quality variables. The results exposed that all the service
quality items were decent forecasters of customers satisfaction. For managers, this finding
has significant implications with concern to brand building strategies.

Rangarajan V, amudha R, Nalini R (2017): the main objective of this study was to
determine the repurchase intension of the buyers towards airtel. The study was based on
primary data collected by way of administering the questionnaire. The data was collected
from 200 customers of airtel situated in cuddalore district through simple random sampling
method and were analyzed by using percentage analysis and ANOVA single factor with the
help of SPSS package. Gender influences the satisfaction level based on prompt service and
network modernization. Respondents are of the opinion that continuation of purchase, having
more than one connection, overall pride and trust in using airtel, price sensitivity,
differentiation in service and multi-usage could not be continued because of their level of
dissatisfaction. 57% of the respondents prefer airtel and the rest prefer other brands. This
means that 43% of the airtel customers are likely to shift to other competitors.

Yadav R.K, Dhabhade N (2019): this research study was an effort to ascertain some implicit
factors that influenced customers satisfaction in the Indian mobile service industry. Various
satisfaction measures like communication services, network issues, technology, price, brand
image, and customer care services were analyzed. With the introduction of reliance jio in

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December 2015, the Indian telecom market got distracted and stimulated in Madhya Pradesh
as jio offered various free communication services, lower data packs and free voice

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 CHAPTER 3

RESEARCH METHODOLOGY

Need of the study

Customer satisfaction surveys can become imperative tools for improving your business and
ensuring your customers are happy and loyal. It gives firms specific information about
positive and negative perceptions, which could improve marketing or sales efforts. the study
here is a comparative analysis of the customer satisfaction of two leading mobile service
providers in India, reliance Jio and airtel. It aims at identifying the most preferred telecom
service among the two.

Objective of the study

1. To Analyze the perception of customers of reliance Jio and airtel mobile services.
2. To compare the level of customer satisfaction towards the usage of airtel and Jio
mobile services.
3. To study the impact factors including marketing strategies, pricing strategies and
value -added services on customer satisfaction of Jio and airtel users.
4. To find out the most preferred telecom service among reliance and Jio.

Research methodology

The study is descriptive in nature which is based on both primary and secondary data. This
research follows the previous research methodology survey related area. Questionnaire was
designed to get data for comparative study on customer satisfaction towards airtel and
reliance Jio.

Size of sample: the sample size in this research is 50 respondents.

Area of sample: the area selected for this study is in and around Dharamshala city.

Sampling technique: for the purpose of this research, I have used convenience sampling
technique. A convenience sample is a type of sampling method where the sample is taken
from a group of people easy to contact or to reach.

Source of data collection:

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Data collection is an important aspect of any type of research study. Data for the study is
collected from primary as well as secondary sources.
Primary source of data collection- for this research, primary data is collected through a
questionnaire. It was distributed among friends & family members and a group of people
easy to contact or to reach.
Secondary source of data collection- Secondary data is collected from public research
papers on telecom service providers, newspapers, magazines and webpages of these telecom
service providers.
Data analysis & interpretation: statistical tools are used for the analysis of this research
which are-

● Percentage analysis

● Table and pie charts.

Limitation of the study

1. The study is conducted on airtel and Jio located at dharmshala city with 50 respondents.
2. The respondent’s response may have the bias, which may not give true picture about the
chosen research topic.

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 CHAPTER 4

DATA INTERPRETATION AND ANALYSIS

Data interpretation and analysis are essential processes in extracting meaningful insights and
conclusions from raw data. They involve various techniques and methodologies to make
sense of data and transform it into actionable information. Here's a brief overview of the key
steps involved in data interpretation and analysis:

1. Data Collection and Preparation:

- Collect relevant data from various sources, such as surveys, experiments, databases, or
observations.

- Clean and preprocess the data to handle missing values, outliers, and inconsistencies.

- Transform the data into a suitable format for analysis.

2. Exploratory Data Analysis (EDA)

- Perform initial data exploration to understand the distribution, patterns, and relationships
within the data.

- Create visualizations (histograms, scatter plots, box plots, etc.) to reveal insights and
potential trends.

- Calculate basic summary statistics like mean, median, standard deviation, etc.

23
3. Hypothesis Generation: - Formulate hypotheses or research questions based on
the initial insights gained from EDA.

- Define the objectives of your analysis and what you aim to discover from the data.

4. Statistical Analysis:
- Apply appropriate statistical techniques based on the nature of the data and the research
questions.

- Conduct hypothesis tests to validate or refute hypotheses.

- Perform regression analysis, correlation analysis, ANOVA, chi-squared tests, etc.,

depending on the data and objectives.

5.Machine Learning and Predictive Modeling (if applicable):

- Build and train machine learning models to make predictions or classifications based on
the data.

- Evaluate model performance using metrics such as accuracy, precision, recall, F1-score,
etc.

6. Pattern Recognition and Clustering (if applicable):

- Identify patterns and clusters within the data using techniques like clustering algorithms
(k-means, hierarchical clustering) or dimensionality reduction methods (PCA, t-SNE).

7. Interpretation and Insight Generation:

- Analyze the results of statistical tests, machine learning models, and other techniques.

- Interpret the findings in the context of the research questions or hypotheses.

24
 - Derive meaningful insights, draw conclusions, and make recommendations based on the
analysis.

8. Communication of Results:

Present the findings using clear and effective visualizations (graphs, charts, tables).
Prepare a comprehensive report or presentation that explains the analysis process,
methodology, results, and implications.

Tailor the communication to the intended audience, whether technical or non-technical.

9. Iterative Process
Data interpretation and analysis often involve an iterative process, where you may refine your
analysis based on feedback, additional data, or new insights.

The survey had data of 50 respondents. An analysis of data is shown as below.

25
Table 4.1 showing gender classification

Gender No. of respondents Percentage of respondents

Male 35 70%

Female 15 30%

total 50 100%

INTERPRETATION

The above demographic shows that among 50 respondents, 70% users are male and 30%
users are female.Table 4.2 showing the age group of respondents

AGE NO. OF RESPONDENTS PERCENTAGE OF

26
 RESPONDENTS

Less than 15 3 6%

15-25 35 70%

26-40 10 20%

More than 40 2 4%

total 50 100%

INTERPRETATION

According to above demographic profile among 50 users, 6% respondents are less than 15
years old, 70% belongs to age group 15-25 ,20% are between 26-40 age group and 4% are
above the 40 years old.

Table 4.3 showing that the current user of jio and airtel

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 Current service provider No. of respondents Percentage of respondents

jio 29 58%

airtel 21 42%

total 50 100%

INTERPRTATION

The above demographic profile shows that among 50 users,42% respondents are using airtel
as a current service provider and 58% respondents are using jio as current service provider.

28
 Table 4.4 showing, first time user of service provider

First service provider No. of respondents Percentage of respondents

Yes 30 60%

No 20 40%

total 50 100%

INTERPRETATION

The above demographic profile shows that among 50 respondents, 60% users are first time
users while 40% are not.

29
Table 4.5 showing, if no, how many service provider have used in past

Past service provider No. of respondents Percentage of respondents

1 10 32%

2 12 40%

3 4 16%

More than 3 3 12%

total 29 100%

INTERPRETATION

The above demographic figure showing that, 32% of respondent have used 1 service provider
in past, 40% of respondent have used 2 service providers in past, 16% of respondent have
used 3 service providers in past and 12% of respondent have used more than 3 service
providers in past.

30
Table 4.6 showing, why did users change their past service provider

Reason for change past No. of respondent Percentage of respondent

service provider

Excessive billing 6 12%

Poor network coverage 20 40%

Poor customer service 9 18%

Limited services 15 30%

total 50 100%

INTERPRETATION

31
The above demographic figure, showing that 48% of respondent change their past service
provider due to poor network coverage, 12% of respondents change their past service
provider due to excessive billing and the reason for 18% users to change past service provider
is poor customer service and 30% of respondents change their past service provider due
limited services.

Table 4.7 showing users of prepaid and postpaid services

Type of service scheme No. of respondents Percentage of respondents

Prepaid 44 88%

Postpaid 6 12%

total 50 100%

INTERPRETATION

32
The above demographic figure shows that among 50 respondents, 88% of respondents are
prepaid while 12% of respondent are postpaid.

Table 4.8 showing source of information for purchase

Buying decision No. of respondents Percentage of respondents

Newspaper 3 6%

Advertisement 21 42%

Friends and family 26 52%

Total 50 100%

33
INTERPRETATION

The above demographic figure shows, the source of information for buying the service
provider. Among 50 respondents, 6% of respondent got information through newspaper,42%
from advertisement and 52% respondent through friends and family.

Table 4.9 showing usage duration of current service provider

Usage duration No. of respondents Percentage of respondents

Less than 6 months 4 8%

About 1 year 6 12%

About 2 years 12 24%

More than 2 years 28 56%

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 total 50 100%

INTERPRETATION

The above demographic figure shows that among 50 respondents, 8% have been recent
buyers, 12% have been using for about 1 year, 24% have been using for about 2 years and
56% have been using for more than 2 years.

Table 4.10 showing features that influence buying decision

Feature that influenced No. of respondents Percentage of respondents

buying decision

Connectivity 26 52%

Advertisement 5 10%

35
 Attractive schemes 15 30%

Goodwill 4 8%

Total 50 100%

INTERPRETATION

The above demographic figure shows that among 50 respondents, 52% users were influenced
by connectivity feature, 10% by advertisement, 30% by attractive schemes and 8% users
were influenced by goodwill feature.

Table 4.11 showing most availed services of users

Most availed service No. of respondents Percentage of respondents

Unlimited calls 5 10%

36
 Unlimited data 8 16%

Unlimited SMS 0 0%

All available services 37 74%

Total 50 100%

INTERPRETATION

The above demographic figure shows that, among 50 respondents, 10% avail the service for
unlimited calls, 16% for unlimited data, 0% for unlimited SMS and 74% for all the available
services.

Table 4.12 showing average monthly recharge expenditure of users

Average monthly recharge No. of respondents Percentage of respondents

37
 expenditure

Rs.100-200 6 12%

Rs. 200-300 25 50%

Rs. 300-400 8 16%

Above Rs. 500 11 22%

total 50 100%

INTERPRETATION

The above demographic figure shows that among 50 respondents, 12% of users recharge for
Rs. 100-200, 50% for Rs. 200-300, 16% for Rs. 300-400 and 22% for above Rs. 500.

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Table 4.13 showing problem faced by customers

Problem faced by customers No. of respondents Percentage of respondents

Network busy 9 18%

Range problem 28 56%

Disconnected frequently 6 12%

Voice problem 7 14%

total 50 100%

INTERPRETATION

39
The above demographic figure shows that among 50 respondents, 18% of users have faced
the problem of network busy, 56% have problem with range ,12% have problem with
disconnected frequently and 14% have voice problem.

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Table 4.14 showing overall level of satisfaction of customers

Overall satisfaction No. of respondents Percentage of respondents

Highly satisfied 7 14%

Satisfied 27 54%

Average 15 30%

Not satisfied 1 2%

total 50 100%

INTERPRETATION

The above demographic figure shows that among 50 respondents, 14% respondents are
highly satisfied, 54% are satisfied while 30% feel it is average and 2% are not satisfied with
the overall performance.

41
Table 4.15 showing chance of suggestion of airtel and jio to friends

Suggest to friends No. of respondents Percentage of respondents

Always 10 20%

Most likely 25 50%

Rarely 10 20%

Never 5 10%

total 50 100%

INTERPRETATION

The above demographic figure shows that among 50 respondents, 20% would always, 50%
most likely, 20% rarely and 10% would never suggest to friends.

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43
 CHAPTER -5

FINDING, SUGGESTIONS AND CONCLUSION

FINDING:

● The data from the survey shows that the majority of the respondents (male and
female) from jio than airtel service provider. Out of 50, 29 respondents from jio and
21 from airtel
● Majority of respondents (35) from 15-25 age group.
● The data shows that airtel has a majority of first-time users than jio.
● The survey suggests that jio has a majority in new customers, whereas, airtel has more
loyal customers.
● Majority of the respondents (44) of both airtel and jio use prepaid service schemes.
● Major sources of information that influence buying decisions for airtel users were
advertisements, which means it has better marketing strategy and for jio users it was
friends and family, which means it has better word of mouth promotion.
● The data shows that connectivity and attractive schemes are the major factors that
influence the buying decision of a service provider.
● It shows that the majority of the respondents of jio were interested in the unlimited
data plans.
● It shows that the majority of respondents preferred monthly recharge expenditure of
both airtel and jio users were Rs.200-300.
● Data shows that jio has better connectivity and convenience of service outlets
compared to airtel.
● It shows that jio users are more satisfied with pricing strategy and brand image of the
company compared to airtel.
● Data shows jio users have slightly higher satisfaction rates compared to airtel based
on overall performance.
● Data shows that a jio user is more likely to suggest and promote their service provider
to others compared to an airtel user.

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SUGGESTIONS:

1. Airtel and jio should give emphasis on improving the network coverage, particularly in
rural areas so that more customers can be gained and retained.
2. Airtel and jio should take necessary steps to improve connectivity as more people now
depend on them for their work and studies.
3. Airtel and jio should try and eliminate the problem of call drop and call congestion
4. Airtel and jio should introduce better service plans at affordable prices.

CONCLUSION:

This research report is conducted to compare the two biggest competitors in all time in the
telecom sector. In this study we find that both jio and airtel are the well-established
companies in the market. Customers are aware about the name of both the companies. They
prefer to buy both.

Both airtel and jio are leading Indian companies that provide the very need of their customers
by introducing innovative plans and better offers. the study conducted reveals that jio has a
slightly better performance and preference rate compared to airtel.

The competition between both airtel and jio have led to a benchmark standard performance
of both companies. Not only does these companies compliment and compete with each other
in a healthy way but also implement better technologies and customer service that ensures
well-being of both company and the customer paving for a brighter future.

45
 BIBLIOGRAPHY
REFRENCE:
Rahman M H (2014): a case study on factors affecting customer satisfaction in mobile
industry in Bangladesh; journal of business, management and education.
Diaw B, Asare G (2018): Europe journal of research and reflection in management
science.
Nurysh N, naghavi N, fah B C Y (2019): international journal of recent technology and
engineering.
Hoa T K, Ngog L T B (2020): journal of economics and business administration-HCMC
JS.
Dr.V.M Anita rajathi, Siva M (2018): a case study on service quality and customer
satisfaction in Bharti airtel at Tiruchirappalli region; international journal of trend in
scientific research and development, volume 2- issue 3 y
Yadav RK, dabhade N (2019): Indian journal of marketing
Rangarajan V, Amudha R, Nalini R (2017): international journal of economic research.
Goyal K, Kar A K a92020): journals of lecture notes in electrical engineering
Paulose j, Sharma V, Joseph S (2018): journal of problems and perspectives in
management
Szymanski DM, Henyard D H (2001): journal of academy of marketing science.

The telecom regulatory authority of India website; www.trai.gov.in

Official airtel website; www.airtel.in
Official jio website; www.jio.com

46
 QUESTIONNAIRE

NAME:

EMAIL ADDRESS:

1. Gender of respondents
a) Male
b) Female
2. Age of respondents
a) Less than 15
b) 15-25
c) 26-40
d) More than 40
3. Which is your current cellular service provider?
a) Airtel
b) Reliance jio
4. Is it your first service provider?
a) Yes
b) No
5. If not, how many service providers have you used in the past?
a) 1
b) 2
c) 3
d) More than 3
6. Why did you change your past service provider?
a) Excessive billing
b) Poor network coverage
c) Poor customer service
d) Limited services
7. Which service scheme are you currently using?
a) Postpaid
b) Prepaid

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 8. From which source did you come to know about your current service provider?
a) Newspaper
b) Advertisement
c) Friends and family
9. How long have you been using the current service provider?
a) Less than 6 moths
b) About 1 year
c) About 2 years
d) More than 2 years
10. Which feature of the service provider convinced you to use them?
a) Connectivity
b) Advertisement
c) Attractive schemes
d) Goodwill
11. Why did you choose this service provider?
a) Unlimited calling services
b) Unlimited data services
c) Unlimited SMS
d) All available services
12. What is your average monthly expenditure on your mobile bill (in Rs.)?
a) Rs. 100-200
b) Rs. 200-300
c) Rs. 300-400
d) Above Rs.500
13. What connectivity problems have you faced with this service provider?
a) network busy
b) range problem
c) disconnected frequently
d) voice problem
14. Are you satisfied with the overall service provided by your service provider?
a) highly satisfied
b) satisfied
c) average
d) not satisfied

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15. Would you like to recommend your mobile service provider to others?
a) always
b) most likely
c) rarely
d) never

49