CUSTOMER SATISFACTION TOWARDS RELIANCE JIO SIM

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ISSN: 2395-1664 (ONLINE)DOI: 10.21917/ijms.2017.0075ICTACT JOURNAL ON MANAGEMENT STUDIES, AUGUST 2017, VOLUME: 03, ISSUE: 03CUSTOMERS’ SATISFACTION TOWARDS RELIANCE JIO SIM WITH SPECIALREFERENCE TO DHARMAPURI DISTRICTC. Boobalan1 and K. Jayaraman21Department of Commerce, Sri Vidya Mandir Arts and Science College, India2Department of Economics, Periyar University, Indiainformation with a single click of a button. Get ready to surf theworld in the www with a high speed connection like access mailsfaster, download music, share multimedia instantly, video chatwith friends and play games with someone at the other end of theglobe. When broadband was first introduced as a method toconnect to the web, many companies confidently expected it tocapture the majority of the market share, and with good reason.Broadband tends to be faster, more efficient, and less problemladen than other access methods such as dial-up. As thepurchasing power of the people increases, requirements movetowards convenience, though the expectations are towardsquality, quantity and less price which lead to consumersatisfaction. Challenges are faced by domestic and internationalmarket players in investing the money to satisfy the customer.Market research is essential on a timely basis as there can be anattitude change from individual to individual from time to time.S. Nemat Sheereen [3] studied on customer satisfaction ofBSNL services in Kerala. It has been stated that BSNL is one ofthe leading telecommunication service providers in Kerala. Mostof the studies conducted in this area indicate the exploringdevelopment of services provided by number telecommunicationproviders which opened new world to the customer around theworld. This paper analyses the customer satisfaction of BSNLservices provided in Kerala. Quality of service and maximumnetwork coverage are the most important factor which satisfy thecustomers in relation to telecommunication.PL. Senthil and S. Mohammed Safi [8] analyzed the behaviorof Mobile Phone users in Tiruchirappalli District. The consumerbehavior is the act of individuals directly involve in obtaining andusing economic goods and services. It includes the decisionprocesses that precede and determine this act. Cell phone has beendeveloped in 1979 and in India it was introduced in 1994. But itbecame familiar only in the beginning of year 2000. Now cellphone users are scattered all over the world. One fifth of Indiansare using cell phone now. It is a very fast development in the fieldof communication. It helps one to send and receive informationanytime and anywhere. The effective and efficient usage of cellphone largely depends upon the attitude of cell phone users andgrowth of this communication sector depends on the cell phoneservice providers. Cell phone users meet many problems.Problems pertaining to buying a cell phone, choosing anactivation card, tower problem, variety of schemes, rechargecoupons, roaming and optimum use of cell phone facilities aresome of the vital issues of the cell phone users. So the researcherhas made sincere attempt to analyze the consumer behavior ofmobile phones in the study area.Sreekumar D Menon [3] conducted a study on customerperception towards public sector telecom company (BSNL) inmobile services. The telecommunication service providers are ofAbstractThe entitled “Customer satisfaction towards Reliance Jio sim withspecial reference to Dharmapuri District” is carried out with anobjective to determine the customer satisfaction on Reliance Jio simservices in Dharmapuri district and to find out the customerssatisfaction towards using the services. Data were collected by surveymethod through structured questionnaire with both opened and closedended questions. For distribution of questionnaire to the customersrandom sampling method was used to select the customers and thesurvey was taken among those selected users. After collecting the datafrom the respondents it was analyzed using Simple Percentage, ChiSquare Tests and F-test. In the era of information explosion, people areto be provided with quick and timely access to information. IndianTelecom industry is one of the fastest growing telecom markets in theworld. In telecom industry, service providers are the main drivers;whereas equipment manufacturers are witnessing growth. The presentstudy carried out with 468 users of Reliance Jio.Keywords:Customer, Satisfaction, Growing, Telecom, Services1.INTRODUCTIONCustomer is the real asset to any organization and thesatisfaction occupies an important place for business andmanagement. Every firm is expected to maximize the satisfactionin order to get more market share and profit.Reliance Industries Ltd’s (RIL) telecom unit starts offeringfree services from 5th September 2016 to 31 Dec 2016; again thecommercial launch free services extend next three month from 31Mar 2017 onwards. While the company has stated an altruisticobjective for Reliance Jio Infocomm Ltd. that of putting India onthe global map for mobile broadband Internet access there is nodenying that this announcement has jolted the telecom ecosystemacross the country.Reliance's Jio has come out with free to low subscription; itcould attract more customers and create a strong customer base.The satisfied Jio customer would act as the advertising tool for thecompany without any additional cost.According to a survey conducted by Bank of America MerillLynch around 67% surveyed customers in India are willing to useReliance Jio as a secondary connection rather than a primaryconnection once the telco stops offering free services in thecountry.2.REVIEW OF LITERATUREM. Nandhini and D. Sivasakthi [1] made a study on customerattitude perception towards branded broad band. This indicatedthat the broad band is the new oxygen. It opens up a large box of547

C BOOBALAN AND K JAYARAMAN: CUSTOMERS’ SATISFACTION TOWARDS RELIANCE JIO SIM WITH SPECIAL REFERENCE TO DHARMAPURI DISTRICTparamount importance to both developed and emergingeconomies in India and the world. With stiff competition betweenthe providers, customer satisfaction is a necessary for survival inthe market. Many telecommunication service providers areoffering various products and services in the market. Customerperception [4] is a personal feeling of either pleasure ordisappointment 84 resulting from the evaluation of serviceprovided by an organization to an individual in relation toexpectations. Customer perception [5] [7] is highly essential andinevitable for the smooth functioning of an organization havingpublic dealing and responsibilities. It depends on several factorslike tangibility, reliability, assurance, superior service quality,empathy and the like. Customer satisfaction is the main goal ofevery organization. Satisfaction level is a function of differencebetween perceived performance and expectations. If the productsperformances exceed expectation, the customer is highly satisfiedor delighted. If the performance matches the expectation thecustomer is satisfied and if the product performance fall shorts ofexpectation, the customer is dissatisfied. It depends on severalfactors like tangibility, reliability, assurance, superior servicequality and so on.The surveyed the level of satisfaction for 4G service in Indiahas risen to 97 percent within a period of three months. A studywas conducted by Bank of America Merrill Lynch back inSeptember 2016. It was found that 96 percent of the customerswere satisfied with the voice quality and 66 percent with dataspeeds that they received. High costs, however, remained aconcern. The study said, “Our survey indicates that Jio’s freeservice is gaining reasonable traction with 26 per cent using Jioas primary SIM and 21 percent as secondary SIM. Some 55 percent of the surveyed users find Jio speed higher than that of othertelcos” [6]. Meanwhile, 32 percent users said that they use Jiobecause it is fast and 28 percent said that it is cheap. A lot ofpeople have issues with the voice calling feature.3.RESEARCHGAPSTATEMENTANDinterviews and direct observation as a tool to identify the specificproblems within the organization and trying to find out thesubsequent remedies for this.5. To know about the awareness level of the customer towardsReliance Jio sim To identify the customer satisfaction level towards RelianceJio sim To find out the factors influencing the customer To identify the reason to buy the Reliance Jio sim To give opinion about the Reliance Jio services6.RESEARCH METHODOLOGY OF THESTUDYThe present study is made to analyze the customer’spreference towards Reliance Jio. It also aims to analyze theextent of satisfaction level of Reliance Jio. Questionnaires havebeen entrusted to 500 respondents for data collection but only468 questionnaires were found complete for extractinginformation.Research methodology is purely and simply basic framework for a study that guiders the collection of data and analysisof the data. In customer surveys adopted this descriptionresearch design in collection and analyzing of the data.6.1 METHODOLOGYThe primary data have collected for the research work. Apretested questionnaire was administered to the respondents withdirect questions. The answers given by the respondents wererecorded and used for analysis purpose.PROBLEM6.1.1 Sample Size:The total sample respondent was random basis. The samplesize was 468 people through the questionnaire method.Reliance Jio has entered into the market of telecom serviceproviders with freebies and more data to the customers. In theknowledge world, Jio’s the foray into the fast evolving market hasmade tremendous change in the competition, price and dataavailability. Jio is widely used by the techno-savvy customers.The customer satisfaction is conditioned by the price, availabilityand addressing the problems of the customers at once. The ruralarea customers also use Reliance Jio.Even though the sector has reflected promising growth inIndia but still remaining at a very low compared with internationalstandards and this providing tremendous opportunity for futuregrowth in Tele-communication services. So Reliance Jioimproves the network connection and speed in rural area.4.OBJECTIVES OF THE STUDY6.1.2 Tools used for Analysis:Data analysis tools are F-Test and Chi-square.6.2 HYPOTHESISThe researcher has framed the null hypotheses to understandthe6.2.1 I Hypothesis: H0: There is no significant relationship between income andsatisfaction level. H1: There is a significant relationship between income andsatisfaction level.SCOPE OF THE STUDY6.2.2 II Hypothesis: H0: There is no significant relationship between age andawareness level.The scope of the study is that to find out the level of customersatisfaction Reliance Jio. To identify the customer’s viewsregarding quality, quantity, free service and price. Intelecommunication sector wider scope available in the world. Thisresearch will include data collection and methodology through H1: There is a significant relationship between age andawareness level.548

ISSN: 2395-1664 (ONLINE)ICTACT JOURNAL ON MANAGEMENT STUDIES, AUGUST 2017, VOLUME: 03, ISSUE: 03Educational level of respondents, 25.43% of the respondents havestudied only undergraduate, 29.06% of the respondents havestudied post graduate, 27.99% of the respondents have studiedprofessional qualification and 17.52% of the respondents have didother. Majority of the respondents comes under for post graduate29.06%. From the occupation table 33.97% of the respondents arestudent, 29.06% of them are Employees, 20.73% of them areBusinessman and 16.24% of them are others. Majority of therespondents comes under occupation for Student 33.97%. Among468 respondents of monthly income group, 25.21% respondentsget below Rs. 10000, 31.41% respondents get Rs.10001-20000,29.49% respondents get Rs. 20001-30000 and 13.89%respondents get monthly salary for more than Rs. 30001. Majorityof the respondents i.e. 31.41% come under monthly income forRs.10001-20000.6.3 PERIOD OF STUDYThe data are collected for a period of six month from Sep 2016to Feb 2017.6.4 AREA OF STUDYThis study is based on the data collected from customers’satisfaction in Dharmapuri district.6.5 LIMITATIONS OF THE STUDY1. Lack of time availability of completion of the research.2. The Sample size was limited to four hundred and sixtyeight customers only.3. The respondents were mostly from the middle and lowerincome groups.4. Level of respondents is low because fear and illiteracy ofrespondents.5. Due to time and cost constraint, study is conducted in onlyselected area of Dharmapuri district.Table.2. Source of informationParticularsTable.1. Demographic ProfileDemographicsVariablesFrequency PercentageMale29061.97GenderFemale17838.03Below 3017437.1831 – 4014931.84Age41 – 5010322.01Above 51428.98Undergraduate11925.43Post s8217.52Student15933.97Business elow Rs.1000013829.49Rs.10001- 2000014731.41Monthly incomeRs.20001- 3000011825.21Above 300016513.89No. of Respondent Percentage (%)Friends & relatives11424.35Advertisement16835.90Mouth publicity14130.13Others459.62TOTAL468100Sources: Primary dataThe Table.2 shows the percentage of source of informationabout the service of the respondents. More information have beenobtained from the advertisement and the publicity.Table.3. Awareness LevelParticulars No. of Respondent Percentage (%)Fully aware11223.93Aware16334.83Little bit aware13228.21Not aware6113.03TOTAL468100Sources: Primary dataCustomers are aware of the Reliance providing Jio andservices. This makes them to possess more Jio work.Table.4. Satisfaction LevelParticularsSources: Primary dataNo. of Respondent Percentage (%)Highly satisfied9119.446.6 INTERPRETATIONSatisfied18739.96The Table.1 shows that the percentage of gender of male andfemale. Among 468 respondents, 61.97% are male, 38.03%respondents are female. Majority of the respondents comes undergender for the male 61.97%. Age group of respondents, 37.18%of respondents are of age group between below 30 years, 31.84%of respondents are of age groups between 31-40 years, 22.01% ofrespondents are of age groups between 41-50 years and 8.98% ofrespondents of age groups above 51 years. Majority of therespondents comes under age group for below 30 years 00Sources: Primary dataThe Table.4 shows the percentage of satisfaction level ofReliance Jio convinced to use the respondents. 19.44% ofrespondents are highly satisfied, 39.96% of respondents are549

C BOOBALAN AND K JAYARAMAN: CUSTOMERS’ SATISFACTION TOWARDS RELIANCE JIO SIM WITH SPECIAL REFERENCE TO DHARMAPURI DISTRICTsatisfied, 28.63% of respondents are neutral and remaining11.97% of respondents are dissatisfied. Majority of therespondents comes under for satisfied 39.96%.Table.5. Factors for selecting Reliance JioParticularsNo. of Respondent Percentage 6413.68SIM cards are free10923.29Price5812.394G Services6012.83Goodwill4810.25TOTAL468100Tariffs Plan5211.11Buggy Jio apps6714.32Others Problems7916.88TOTAL468100Sources: Primary dataNetwork is the main problem cited by 36.11% of respondents.The next biggest problem conveyed by the respondents is voicecall failure which is serious as it could make people to think ofalternate service providers.6.7 TESTING OF HYPOTHESIS – I“There is a significant relationship between income andsatisfaction level”6.7.1 F-Test Analysis:F-test has been employed for understanding the income andsatisfaction levels of the respondents.Sources: Primary dataThe Table.5 shows the percentage of feature of Reliance Jioconvinced to use of the respondents. Among the 468 respondents,16.67% of respondents are connectivity, 10.89% of respondentsare schemes, 13.68% of respondents are advertisements, 23.29%of respondents are sim cards are free, 12.39% of respondents areprice, 12.83% of respondents are 4G services and 10.25% ofrespondents are goodwill. Majority of the respondents comesunder for SIM cards are free 23.29%.Table.8. Income LevelParticulars (Rs.) No. of Respondent Percentage (%)Below 21Above 300016513.89Table.6. Reason for buying Reliance JioParticularsTable.9. Satisfaction LevelNo. of Respondent Percentage (%)Unlimited Data service12326.29ParticularsNo. of Respondent Percentage (%)Free roaming Calls5511.75Highly satisfied9119.44Network coverage8618.37Satisfied18739.96Jio sim card are free9921.15Neutral13428.634G service7816.67Dissatisfied5611.97Other reasons275.77TOTAL468100Table.10. F-Test Two-Sample for VariancesVariable 1 Variable 2Source: Primary dataThe Table.6 shows the percentage of like most using RelianceJio of the respondents. Among the 468 respondents, 26.29% ofrespondents are unlimited data service, 11.75% of respondents arefree roaming calls, 18.37% of respondents are network coverage,21.15% of respondents are Jio sim card are free, 16.67% ofrespondent are 4G services and remaining 5.77% of respondentsare other reasons. Majority of the respondents comes under forunlimited data service 26.29%.Table.7. Problems in Reliance f33F0.42207P(F f) one-tail0.24859F Critical one-tail0.10786.7.2 Result:ParticularsNo. ofRespondentPercentage(%)Network coverage & Towerproblems16936.11Voice call failure10121.58Table value 0.1078Calculated value 0.42207Table value Calculated value550

ISSN: 2395-1664 (ONLINE)ICTACT JOURNAL ON MANAGEMENT STUDIES, AUGUST 2017, VOLUME: 03, ISSUE: 036.7.3 Interpretation:7.There is a significance relationship between income andsatisfaction level. Higher the income higher would be thespending on non-food items.1. Most of the respondents are male.2. Majority of the respondent’s age group are below 25 yearsto 35.04%.3. 29.06% of respondents are graduates.4. 36.11% of respondents are Students.5. Majority of the respondents (29.27%) are salaried monthlyincome of Rs.15000 - 20000.6. 35.90% of the respondents feel satisfaction ofadvertisement.7. 41.02% of the respondents are feeling satisfied8. 44.66% of the respondents are fully aware of Reliance Jio9. Majority of the respondents come under unlimited dataservice to 30.56%.10. Most of the respondents feel network coverage to 53.20%.6.8 CHI-SQUARE TEST6.8.1 Testing of hypothesis – II:“There is no significance relationship between age andawareness level”.Table.10. Observed FrequencyParticularsLittle(Age and FullyNotAware bitTotalAwareness awareawareawarelevel)Below – 30 43624722 17431 – 4035534417 14941 – 5024353014 103Above – 51 10131184213261 468TOTAL 112 1638.ERECOMMENDATIONS From the overall study, it was found that most of thecustomers are satisfied with the current services. Majority of the customer felt that they want to remove theproblem of call blocking and call drop.Table.11. Chi-Square TestOFINDINGSO-E (O-E)2 (O-E)2/E Company should improve the ambience of the servicestations.43 41.64 1.36 1.84960.044462 60.60 1.40 1.96000.032347 49.07 -2.07 4.28490.087322 22.67 -0.67 0.44890.019835 35.65 -0.65 0.42250.011953 51.89 1.11 1.23210.023744 42.02 1.98 3.92040.0933 Giving continue offer on calls to customers at best possiblelevels will be good.17 19.42 -2.42 5.85640.3016 To develop 4G plan and value scheme.24 24.64 -0.62 0.40960.016635 35.87 -0.87 0.75690.0211 Reliance Jio sim should introduce some new schemes for theyoungsters30 29.05 0.95 0.90250.031114 13.42 0.58 0.33640.02519.10 10.05 -0.05 0.00250.000213 14.62 -1.62 2.62440.179511 11.84 -0.84 0.70560.059682.53 6.40091.1702Total2.1177In today’s competitive business, Customers are considered asthe backbone of the company. Customer service, like any aspectof business, is a practiced art that takes time and effort to master.Treating the customers like friends is the best way to attract themand make then always come back. The level of satisfaction canalso vary depending on other options and customer. Customersatisfaction research will have to help businesses build strongerrelationships.This research study on “customer satisfaction towardsReliance Jio sim with special reference to Dharmapuri district” isfound that there is a significant relationship between income andsatisfaction and there is no significant relationship between ageand awareness level.5.47 The download and upload speed of the network has reduceddrastically in many places. The Reliance Jio sim users areexpecting high speed. So increasing network speed to greatextent. It would be better. Reliance Jio’s frequent update innovation technology whenit’s required. Customers expect low cost Reliance phone.Degree of freedom, V (r - 1) (c - 1) (4 - 1) (4 - 1) 9 (1)9 degrees of freedom 5% level of significance is 16.919. Thecalculated value (2.1177) is less than the table value so thehypothesis is accepted.551CONCLUSIONS

C BOOBALAN AND K JAYARAMAN: CUSTOMERS’ SATISFACTION TOWARDS RELIANCE JIO SIM WITH SPECIAL REFERENCE TO DHARMAPURI DISTRICTFrom the overall study of identifying the satisfaction level ofcustomer service it may be concluded that the Reliance JioCustomers are satisfied with the service of which companyproviding”, But at the same time Service station environment hasto be enhanced. Better customer service will help the organizationto be more efficient, in quality services, avoid problem,maintaining the growth and customers attract new schemes and soon.3.4.5.REFERENCES1.2.6.M. Nandhini and D. Sivasakthi, “A Study on CustomerAttitude Perception towards Branded Broad Band”,Intercontinental Journal of Marketing Research Review,Vol. 2, No. 4, pp. 45-50, 2014.Sreeekumar D Menon, “Customer Perception towards APublic Sector Telecom Company (BSNL) in MobileServices”, International Journal of Management and SocialSciences Research, Vol. 3, No. 3, pp. 29-34, 2014.7.8.552S. Nemat Sheereen, “A Study on Customer Satisfaction ofBSNL Services in Kerala”, Intercontinental Journal ofMarketing Research Review, Vol. 2, No. 9, pp. 137-140,2014.K. Vimala Rani and M.K. Radhakrishnan, “A Study OnCustomer Satisfaction Towards 3G Data Services In Erode”,Namex International Journal of Management Research,Vol. 2, No. 2, pp. 45-52, 2012.C.R. Kothari, “Research Methodology Methods andTechniques”, 2nd Edition, New Age International Publishers,2004.R. Sornapriya and M. Sathiya, “Customer Satisfactiontowards Reliance Jio Network”, Asian Journal ofManagerial Science, Vol. 6, No. 1, pp. 21-27, 2017.Richard I. Levin and David S. Rubin, “Statistics forManagement”, 7th Edition, Prentice Hall, 2004.P.L. Senthil and S. Mohammed Safi, “A Study on ConsumerBehaviour of Mobile Phone Users with Reference toTiruchirappalli District In Tamilnadu”, IntercontinentalJournal of Marketing Research Review, Vol. 2, No. 7, pp. 711, 2014.

CUSTOMERS’ SATISFACTION TOWARDS RELIANCE JIO SIM WITH SPECIAL REFERENCE TO DHARMAPURI DISTRICT C. Boobalan1 and K. Jayaraman2 1Department of Commerce, Sri Vidya Mandir Arts and Science College, India 2Department of Economics, Periyar University, India Abstract The entitled “Customer satisfaction towards Reliance Jio sim withFile Size: 643KBPage Count: 6

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