International Journal of Civil Engineering and Technology (IJCIET) Volume 9, Issue 4, April 2018, pp. 49 53, Article ID: IJCIET_09_04_006 Available online at http://www.iaeme.com/ijciet/issues.asp?jtype=ijciet&vtype=9&itype=4 ISSN Print: 0976-6308 and ISSN Online: 0976-6316 IAEME Publication Scopus Indexed THEORTETICAL FRAMEWORK ON CUSTOMER SATISFACTION TOWARDS RELIANCE JIO A STUDY IN RELATED TO CHENNAI CITY Kolachalamraghavendra Research Scholar, Department of Management Studies, Bharath Institute of Higher Education and Research Chennai, India Dr. S.Rabiyathul Basariya Associate Professor, Department of Commerce and Business Administration, Bharath Institute of Higher Education and Research Chennai, India ABSTRACT A consumer may be referred to anyone engaged in evaluating, acquiring, using or disposing of services which he expects will satisfy his wants. If any producer makes out the marketing programmer ignoring the consumer preferences, he cannot possibly achieve his ultimate objectives Therefore a marketer must know more and more about the consumers, so that the products can be produced in such a fashion to give satisfaction to them. Reliance Jio is working according to Indian market; it gives best quality services at much less price. Reliance Jio also giving challenge to all Competitors. The customers are varied and most of yet to be tapped and avail the new technology and services. To understand the adaptation on new services, technology and reach to customer this resulted in research work titled: The type of research here is Descriptive Research Design. This kind of design is used for more precise investigation or of developing the working hypothesis from an operational point of view. It has inbuilt flexibility, which is needed because the research problem, broadly defined initially, is transformed into one with more precise meaning in exploratory studies, which in fact may necessitate changes in research procedure for gathering relevant data. Keywords: Customer Satisfaction, Reliance Jio, Chennai City Cite this Article: Kolachalamraghavendra and Dr. S.Rabiyathul Basariya, Theoretical Framework on Customer Satisfaction towards Reliance Jio A Study in Related to Chennai City, International Journal of Civil Engineering and Technology, 9(4), 2018, pp. 49 53. http://www.iaeme.com/ijciet/issues.asp?jtype=ijciet&vtype=9&itype=4 http://www.iaeme.com/ijciet/index.asp 49 editor@iaeme.com
Kolachalamraghavendra and Dr. S.Rabiyathul Basariya 1. INTRODUCTION Even though the Telecom sector has reflected promising growth, the teledensity in India still remains at a very low level compared with international standards and thus providing tremendous opportunity for future growth. The Indian telecom sector offers unprecedented opportunities in various areas, such as rural telephony, 4G, virtual private network, valueadded services, etc.. Nonetheless, the lack of telecom infrastructure in rural areas and falling ARPU of telecom service providers could inhibit the future growth of the industry 1.1. Other Growth Inhabiting Factors While the implementation of mobile number portability is likely to aid improvements in quality of service, it is also likely to increase the churn out ratio significantly. The deployment of 4G services is likely to help the emergence of new VAS. Mass acceptance will be crucial for the success of 4G services in India. Comparatively higher cost of handsets required for accessing 4G services is likely to be one of the major roadblocks in mass 4G adoption in India 2. STATEMENT OF THE PROBLEM The study makes effort to ascertain the satisfaction level of customer of Reliance JIO. The company can come up to the expectation only by finding out the problems that customer who arefacing during their purchase of Reliance JIO products. The subject has been taken for the research as it plays key role in the success of Telecom sector. No company can think of selling their product without having satisfied customer. The research will also be beneficial in analyzing the overall market position of the company and measures which should be adopted by the Reliance JIO to increase their market share in the region of Chennai. To study of customer satisfaction level on Reliance JIO products & services. To find the market potential and market penetration of Reliance JIO products & services Offerings in Chennai. 3. REVIEW LITERATURE The customer expectations were analyzed thoroughly. Major factors considered in research are: what are the needs of the companies based on the data services usage, major player in internet services, and support to customers. The research was conducted on companies mainly from Industries like IT, Education, Manufacturing and others which are located in Chennai city. It is clear from the survey done that Reliance & Airtel are Leading Internet service provider; they are providing products like Data Card, Broadband etc. to the corporate end users. 4G spectrum is a research item for next-generation wide-area cellular radio, which focuses on 4G technologies, 4G networks and 4G systems. In perspective here, customer satisfaction is a measure of how 4G services supplied by a company meet customer expectation and its factors. The aim of the company is to find the most important service dimensions that affect customer satisfaction. To have a thorough satisfaction firstly the company is needed to bring satisfied customers which leads to loyal customers and by preparing all this, good services would be followed which influenced on Customer satisfaction and make them loyal in future. http://www.iaeme.com/ijciet/index.asp 50 editor@iaeme.com
Theortetical Framework on Customer Satisfaction towards Reliance Jio A Study in Related to Chennai City 4. METHODOLOGY The purpose of the methodology is to design the research procedure. This includes the overall design, the sampling procedure, the data collection method and analysis procedure. 4.1. Data was collected through two Sources: Primary Source: Primary data was collected directly from the customers through a questionnaire with a sample unit size of 100. Secondary Source: The secondary source was the company website and my colleagues. Method of sampling: Convenient sampling is used to do sampling as all the customers in the sites are surveyed. Data Analysis: Data analysis was done mainly from the data collected through the customers. The data Collected from secondary sources is also used to analyze on one particular parameter. Qualitative analysis was done on the data collected from the primary as well as secondary sources. 5. FINDINGS The following are the findings of the study 1. While conducting the survey, I found that most of 71% respondents are satisfied with Reliance JIO and 30%of respondents are not satisfied. Because, still they have network problem in deep remote areas. 2. Reliance JIO has wide market captured in Chennai. LYF handsets are highly demanded in the market by its customer which is essential for Jio Network. 3. Most of the customers are preferred to buy and utilize the LYF handsets because its demand is very high in the area of Chennai. 4. Customers are satisfied the 4G unlimited services as comparison to others services. 5. Reliance JIO is the market leader in Chennai areas, all the customers are preferred its products & services. 6. Reliance JIO is enhanced the potential market share in Chennai. 7. Highly competition among other mobiles Samsung, Redmi, HTC. But LYF handsets are more preferred by the customers. 8. Wide network coverage is available in Chennai areas. 9. LYF handsets are highly selling products in Chennai markets. Because unlimited 4G schemes are considered by customers. At last it can be said that there are a lot of scope of Reliance Jio market in near future& will be Market Leader. 6. SUGGESTIONS 1. In today s era the Reliance JIO must focus on remote areas to get the people attention and gather the rural people interest. Because most of remote & rural people are not having the knowledge about Reliance JIO. 2. Spread out the awareness about Reliance JIO in deep remote & rural areas. 3. Replenish the products on Retailer s shop on right time, where it is lacking. 4. Remove (exterminate) the problem of calling congestion & call drop. http://www.iaeme.com/ijciet/index.asp 51 editor@iaeme.com
Kolachalamraghavendra and Dr. S.Rabiyathul Basariya 5. Make the advertisement of Reliance JIO by putting hoardings, boards, posters, and neon (electric) sign boards in every areas. 6. Get the feedback from existing customers about Reliance JIO and take the reference for making new customers. 7. Jio should try building a good relationship with all retailers, praise, recognition & honour on several occasions for our retailers would help a lot. 8. The customer care people and also employees in Reliance JIO should try to convey brand Reliance JIO while talking to people. 9. Enhance the market penetration & shares in every market and give the high competition to others company. 7. CONCLUSION Reliance JIO has become a very successful brand in India & providing customer satisfaction is to be there main motive. It provides unlimited free calling and data services & SMS on the move as people are more dependent on it in their daily lives like wide network coverage and good 4G services. Because 3G services was unable to meet our customer needs and wants. That s why 4G has been evolved for Indian customers. Reliance JIO possesses congestion free & wide network coverage, attractive 4G schemes & customer services as well as lifetime roaming free services. Providing customer satisfaction is the most crucial step of the company as they are to be satisfied and provides Internet access on the move such as Wide network coverage and good 4G services as they are important and technology advanced stuff required by almost everybody in today s environment. It possesses congestion free & wide network, attractive 4G schemes & customer services to cover one of the widest areas. From the details, it can be concluded that 80% of Reliance JIO users preferred to remain with Reliance JIO and fully satisfied. Also good number of customers who are willing to switch from their respective subscribers showed interest in Reliance JIO. Reliance JIO is capturing the wide area of Indian markets increasingly day by day. Hence; these statistics imply a bright future for the company. It can be said that in near future, the company will be booming in the telecom industry. REFERENCES [1] Principles of Marketing Philip Kotler& Kevin Keller edition 12 [2] Marketing Management R.S.N Pillai & V.Bagavathi. [3] Research Methodology - Cooper [4] Research Methodology - Kothari [5] www.jio.com; www.mylyf.com [6] Books & magazine on mobile communication-kamil Sh. Zigangirov. [7] Ameet Sao, Subhav Singh, Saurav Dixit, Amit Kumar Pandey and Shamsher Singh, Quality, Productivity and Customer Satisfaction in Service Operations: An Empirical Study, International Journal of Mechanical Engineering and Technology 8(10), 2017, pp. 579 596. [8] Doman GNOUFOUGOU, Mediating Effect of Customer Satisfaction on HR Marketing Implementation and its Relation to Organizational Performance: A Hierarchical Regression Analysis. International Journal of Marketing and Human Resource Management, 8(1), 2017, pp. 24 35. http://www.iaeme.com/ijciet/index.asp 52 editor@iaeme.com
Theortetical Framework on Customer Satisfaction towards Reliance Jio A Study in Related to Chennai City [9] Dr. M. Shiek Mohamed and S. Aisha Rani, Modeling Customer Satisfaction using Structural Equation Modeling Based on Service Quality Measurement in Airline Industry. International Journal of Management, 7(6), 2016, pp. 06 14. [10] Dr. G.S. David Sam Jayakumar and Mr. S. Dawood Ali. Modeling the Brand Image of Cosmetics and its Impact on Customer Satisfaction and Loyalty Intention with Special Reference to Face Creams. International Journal of Management, 7(2), 2016, pp. 226-236. [11] Dr. Charusheela Birajdar and Prof. Akshata Joshi, A Review of Customer Satisfaction for Indian Postal Services. International Journal of Marketing and Human Resource Management, 7(3), 2016, pp. 49 59. [12] P. K. Gupta and Dr. U. M. Kinange, A Study of Financial Literacy and its Impact on Customer Satisfaction with Special Reference to Banks of Bagalkot District. International Journal of Management, 7(6), 2016, pp. 43 50. [13] Dr. D. Rajasekar and Dr. A. Krishna Sudheer, A Study on Customer Satisfaction towards 'Ruler Pipes Pvt Ltd, Andrapradesh, International Journal of Mechanical Engineering and Technology 8(11), 2017, pp. 628 634. http://www.iaeme.com/ijciet/index.asp 53 editor@iaeme.com