“COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION OF

RELIANCE JIO AND AIRTEL”

PROJECT REPORT

submitted to

UNIVERSITY OF CALICUT

In partial fulfilment of the requirement for the award of the degree of

BACHELOR OF COMMERCE

Submitted by

NAVEEN VISWANATH

(CCASBCM076)

Under the supervision of

Ms. ALAGRA ANTONY

DEPARTMENT OF COMMERCE

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

MARCH 2021

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

UNIVERSITY OF CALICUT

DEPARTMENT OF COMMERCE

CERTIFICATE

This is to certify that the project report entitled “COMPARATIVE

ANALYSIS OF CUSTOMER SATISFACTION OF RELIANCE JIO

AND AIRTEL” is a bonafide record of project done by NAVEEN

VISWANATH, Reg. No CCASBCM076 under my guidance and supervision

in partial fulfilment of the requirement for the award of the degree of

BACHELOR OF COMMERCE and it has not previously formed the basis

for any Degree, Diploma and Associateship or Fellowship.

PROF. K. J. JOSEPH Ms. ALAGRA ANTONY

Co-ordinator Project Guide

DECLARATION

I, NAVEEN VISWANATH, hereby declare that the project work

entitled “COMPARATIVE ANALYSIS OF CUSTOMER

SATISFACTION OF RELIANCE JIO AND AIRTEL” is a record of

independent and bonafide project work carried out by me under the

supervision and guidance of Ms. ALAGRA ANTONY, Assistant Professor,

Department of Commerce, Christ College, Irinjalakuda.

The information and data given in the report is authentic to the best of

my knowledge. The report has not been previously submitted for the award of

any Degree, Diploma, Associateship or other similar title of any other

university or institute.

Place: Irinjalakuda NAVEEN VISWANATH

Date: CCASBCM076

ACKNOWLEDGEMENT

I would like to take the opportunity to express my sincere gratitude to all

people who have helped me with sound advice and able guidance.

Above all, I express my eternal gratitude to the Lord Almighty under whose

divine guidance; I have been able to complete this work successfully.

I would like to express my sincere gratitude to Rev. Dr. Jolly Andrews,

Principal-in-Charge, Christ college Irinjalakuda for providing various

facilities.

I am thankful to Prof. K J JOSEPH, Co-ordinator of B.Com (Finance), for

providing proper help and encouragement in the preparation of this report.

I am thankful to Ms. PRASSY VISWAMBHARAN, Class teacher for her

cordial support, valuable information and guidance, which helped me in

completing this task through various stages.

I express my sincere gratitude to Ms. ALAGRA ANTONY, Assistant

Professor, whose guidance and support throughout the training period helped

me to complete this work successfully.

I would like to express my gratitude to all the faculties of the Department for

their interest and cooperation in this regard.

I extend my hearty gratitude to the librarian and other library staffs of my

college for their wholehearted cooperation.

I express my sincere thanks to my friends and family for their support in

completing this report successfully.

TABLE OF CONTENTS

CHAPTER

NO.

CONTENTS PAGE

NO:

LIST OF TABLES

LIST OF FIGURES

CHAPTER 1 INTRODUCTION 1 – 4

CHAPTER 2 REVIEW OF LITERATURE 5 – 11

CHAPTER 3 INDUSTRY AND COMPANY

PROFILE

12 – 22

CHAPTER 4 DATA ANALYSIS AND

INTERPRETATION

23 – 37

CHAPTER 5 FINDINGS, SUGGESTIONS AND

CONCLUSION

38 – 39

BIBLIOGRAPHY

ANNEXURE

LIST OF TABLES

TABLE

NO:

TITLE PAGE

NO:

4.1 Table showing gender classification of

respondents

23

4.2 Table showing first time users of Airtel & Jio 24

4.3 Table showing usage duration of Airtel & Jio 25

4.4 Table showing users of prepaid & post-paid

services

26

4.5 Table showing source of information for

purchase

27

4.6 Table showing features that influenced buying

decision

28

4.7 Table showing most availed services of users 29

4.8 Table showing users awareness about value

added services

30

4.9 Table showing average monthly recharge

expenditure of users

31

4.10 Table showing distribution of users availing

customer care services

32

4.11 Table showing reasons for availing customer

care services

33

4.12 Table showing problems faced by customers 34

4.13 Table showing levels of satisfaction of

customers

35

4.14 Table showing overall level of satisfaction of

customers

36

4.15 Table showing chance of suggestion of Airtel/Jio

to friends

37

LIST OF CHARTS

FIGURE

NO:

TITLE PAGE

NO:

4.1 Chart showing gender classification of

respondents

23

4.2 Chart showing first time users of Airtel & Jio 24

4.3 Chart showing usage duration of Airtel & Jio 25

4.4 Chart showing users of prepaid & post-paid

services

26

4.5 Chart showing source of information for

purchase

27

4.6 Chart showing features that influenced

buying decision

28

4.7 Chart showing most availed services of users 29

4.8 Chart showing users awareness about value

added services

30

4.9 Chart showing average monthly recharge

expenditure of users

31

4.10 Chart showing distribution of users availing

customer care services

32

4.11 Chart showing reasons for availing customer

care services

33

4.12

Chart showing problems faced by customers 34

4.13 Chart showing levels of satisfaction of

customers

35

4.14 Chart showing overall level of satisfaction of

customers

36

4.15 Chart showing chance of suggestion of

Airtel/Jio to friends

37

CHAPTER 1

INTRODUCTION

INTRODUCTION

Cell phone has now become an important asset in today’s busy life and

competitive environment to meet the emerging global economy. The booming

revolution in Information Technology sector has pushed India’s telecom

market significantly. India has shown tremendous growth in the past few years

in terms of cellular services and is currently the world’s second-largest

telecommunications market. The Indian mobile economy is growing rapidly

and will contribute substantially to India’s Gross Domestic Product (GDP). The

liberal and reformist policies of the Government of India have been

instrumental along with strong consumer demand in the rapid growth of 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 consumers at affordable prices. The

deregulation of Foreign Direct Investment (FDI) norm has made the sector one

of the fastest growing and the top five employment opportunity generator in the

country.

India ranks as the world’s second largest market in terms of total internet users.

Over the next five years, rise in mobile phone penetration and decline in data

costs will add 500 million new internet users in India, creating opportunities for

new businesses. With the emergence of India as one of the largest mobile

markets globally and its rapid transition with accelerated migration to 4G

services and smart phones have transformed the dynamics of Indian mobile

market completely. The service providers in India are now finding new ways to

differentiate their services rather than under cutting each other. Major telecom

brands in India include Airtel, BSNL, Reliance Communications and Vodafone

Idea. The service operators are now focussed on growing their 4G subscriber

bases by building up coverage and capacity.

The main factor on which the success of a service provider depend upon is the

satisfaction of their customers. Customer satisfaction is the backbone of any

service industry. It is the customers that can bring prosperity and success to an

organisation. So, it is necessary to satisfy the myriad needs of the customers.

Customer satisfaction is a metric used to quantify the degree of satisfaction of a

customer towards the goods and services provided by a company. Paul Farris in

his book Marketing Metrics, defined customer satisfaction as “the number of

customers, or the percentage of total customers, whose reported experience

with a firm, its products or services exceeds the specified satisfaction goals.”

Customer satisfaction survey is a process to discover if the clients of a

company are satisfied or not with the products and services received from the

company. It can be done face-to-face, by phone/online or by using handwritten

forms. The answers of the clients to the questions are used to analyse if

changes are necessary in the commercial operations to improve the general

satisfaction of clients. In a competitive marketplace where companies compete

for clients, customer satisfaction is seen as a key differentiator and performance

indicator. It has become a key element of business strategy and is used for

managing and monitoring of businesses.

STATEMENT OF THE PROBLEM

Among the telecommunication networks, Airtel and Jio are the leading service

providers in the current market scenario. Airtel is one of the largest and leading

units providing comprehensive range of telecom services in India. It was the

first Indian telecom company to offer 4G services on mobile phones. Jio is the

fastest ramp-up by any mobile operator anywhere in the world. Jio crossed 50

million subscriber marks in 83 days since its launch. After the launch of Jio in

India many of the Airtel users shifted to the new service provider. Airtel has

been recently introducing exciting offers to attract new customers. In this

context, a study is undertaken to measure the preference of customers of Airtel

and Jio and its effect on the level of customer satisfaction.

SIGNIFICANCE 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. It is also valuable to let your customers

know you are endeavouring to make improvements and to thank them for their

help. It also reveals data that can be used to gauge estimated customer

satisfaction rates of competitors. 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. From a business viewpoint, the study is crucial as it

will outline the strategies which can be incorporated by companies to gain

competitive advantage and dominate the entire market.

OBJECTIVES OF THE STUDY

1. To analyse 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 of 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 DESIGN

A research is a valid when a conclusion is accurate or true and research design

is the conceptual blueprint with in which research is conducted. A scholar for

his research, prepare an action plan and it constitute the outline of collection,

measurement and analysis of data.

Nature of study

The nature of study states as descriptive.

Nature of data

The study is based on both secondary and primary data.

Source of data

Primary data is collected using a structured questionnaire. Secondary data is

collected from public research papers on Telecom sector, Annual reports of

Telecom service providers, Journals on Telecom sector and through the website

of TRAI, Ministry of Communications, Telecom service providers etc.

SAMPLE DESIGN

A sample design is the framework, or roadmap that serve as the basis for the

selection of a survey sample and affects many other important aspects of a

survey as well. One must define a sampling frame that respects the population

of interest from which a sample is to be drawn.

Nature of population

Students from Christ College (Autonomous), Irinjalakuda were considered as

population of study.

Sample unit

Sample unit of the study is the Commerce students from Christ College

(Autonomous), Irinjalakuda.

Methods of sampling

The method of sampling used here is stratified random sampling of 50

customers of Airtel and Jio.

Size of sample

The sample studied consists of 50 customers, 25 each of Airtel and Jio

respectively.

TOOLS FOR ANALYSIS

➢ Percentage analysis

➢ Table and Diagrams

➢ Likert Scale

CHAPTERISATION

Chapter 1- Introduction

Chapter 2- Review of literature

Chapter 3- Industry and Company profile

Chapter 4- Data analysis and interpretation

Chapter 5- Finding, suggestion and conclusion

CHAPTER 2

REVIEW OF LITERATURE

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 except 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 extend that

they could replicate the study to determine whether the findings are reproduced

when repeated.

CONCEPTUAL REVIEW

Meaning of customer satisfaction

Customer satisfaction is an ambiguous, abstract and confusing concept.

Customer satisfaction refers to the extent to which customers are happy and

delighted with the products and services provided by a business. Satisfaction is

thus the combination of relative level of expectations and perceived

performance. A customer might experience various degrees of satisfaction,

based on performance. If the products or services actual performance is short of

expectations, the customer is dissatisfied. If performance of products or

services matches the expectations, the customer is satisfied. The level of

satisfaction can also vary depending on other options the customer may have

and other substitutes available against which the customer can compare the

products.

Definition of customer satisfaction

Researchers are yet to develop a universally accepted definition of customer

satisfaction. As a result, the literature is replete with different conceptual and

operational definitions of customer satisfaction. Below are a few conceptual

definitions of customer satisfaction.

Oliver (1997): It is a judgement that a product or service feature, or the product

or service itself, provided a pleasurable level of consumption related fulfilment,

including levels of under or over fulfilment.

Mano and Oliver (1993): It is an attitude like post consumption evaluative

judgement varying along hedonic continuum.

Components of customer satisfaction

When examined as a whole, customer satisfaction can be identified as a

response that occurs at a particular time and as a result of series of comparison

of product and service performance with expectations.

1. One can identify four general components from this definition.

2. Consumer satisfaction is either emotional or cognitive response.

3. The response occurs at a particular time (after consumption of product

and service based on accumulated experience)

4. The response occurs after a series of comparison and evaluation.

5. The response is related with a particular central aspect.

Factors affecting customer satisfaction

The factors that affect customer satisfaction may be cultural, social, personal or

psychological. The three major factors that affect customer satisfaction in a

telecommunication industry are as follows:

Loyalty:

It is a universally accepted fact that customer satisfaction and loyalty is

intrinsically coupled to the wellbeing and growth of any company. The

literature pertaining to relationships among customer satisfaction, customer

loyalty and profitability has two dimensions. The first literature proposes that

customer satisfaction influences customer loyalty, which in turn affects

profitability. The second relevant literature is found in the marketing domain

and suggests that customer loyalty can be defined in two distinct ways: the first

literature defines loyalty as an attitude and second definition of loyalty is

behavioural. Customer satisfaction has a significantly positive direct impact on

customer loyalty. As customer satisfaction increases, customer complaint

decreases and customer loyalty increases.

Service quality:

Quality is an ambiguous and indistinct construct. Service quality is the result of

an evaluation process of a circumstance in which customer compares their

perceptions of service delivery and its outcome against what they expect. In the

case of telecommunication there is very less interaction between customer and

service provider. There is no face- to- face human interaction and service

adjustments based on verbal and non-verbal cues. Hence, the design of the

telecom services is crucial in delivering service and satisfying customers.

Delivering quality to customer to a competitive market place like the telecom

industry dictates the need to continually enhance customers expectation and

satisfaction.

Price fairness:

Price fairness refers to consumers assessments of whether a seller’s price is fair

or justifiable. It is an important issue that leads to customer satisfaction. It was

found that customer satisfaction is directly influenced by priced perceptions of

customer while indirectly through perception of price fairness.

EMPIRICAL LITERATURE

Szymanski D.M, Henard D.H (2001): The growing number of academic

studies on customer satisfaction and the mixed findings they report complicate

efforts to identify the precursor to and outcomes of businesses having more-

versus less-satisfied customers. The authors conducted a meta-analysis of the

reported findings on customer satisfaction. They documented that equity and

disconfirmation are most strongly related to customer satisfaction on average.

They also found that measurement and method factors that characterize the

research often moderate relationship strength between satisfaction and its

precursor and outcomes. The authors also discussed the implications

surrounding these effects and offer several directions for future research.

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 operator’s

network/signal coverage, pricing, offering, fulfilment 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 telecommunication industry in Bangladesh.

Diaw B, Asare G (2018): The study examines on 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 questionnaire

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 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 customer satisfaction in Malaysian mobile phone

operators. The moderating effect of attractiveness of alternatives has been also

tested between variables. Therefore, the empirical findings, which are based on

quantitative research and further multiple regression analysis, shows that both

perceived value and service quality has 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 investigating three

factors (service quality, brand image and price perception) and assessed the

degree of the impact of each factor on customer satisfaction, especially the

relationship between customer satisfaction and customer loyalty in Vietnamese

mobile telecom sector where there have been the existence of the fierce

competition, mature market and internationally integrated economy, ultimately

struggling for 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 level as well as a significantly positive

relationship between customer satisfaction and customer loyalty in mobile

telecommunication industry in Vietnam. The results of this study are consistent

with the findings and evidence in the extant literature. The study provides the

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 (network quality, service interaction quality,

and customer support) and dependent variables (customer satisfaction). Topic

modelling 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.

Poulose J, Sharma V, Joseph S (2018): This study was to check a model of

various factors such as loyalty, satisfaction and switching barriers (customer

relationship management, alternative attractiveness and switching cost)

influencing consumer retention strategies in Indian telecom service industry. A

structured and undisguised questionnaire 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 for final analysis.

The instrument was checked for validity and reliability and the hypotheses

were tested through Structure Equation Modelling (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.

AnithaRajathiD.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 customer satisfaction. For managers, this finding has significant

implications with concern to brand building strategies.

Rengarajan V, Amudha R, Nalini R (2017): The main objective of this study

was to determine the repurchase intention 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 analysed

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, Dabhade N (2019): This research study was an effort to ascertain

some implicit factors that influenced customer satisfaction in the Indian mobile

service industry. Various satisfaction measures like communication services,

network issues, technology, price, brand image, and customer care services

were analysed. With the introduction of Reliance Jio in 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

calls without roaming. This step of Reliance Jio created a cold war among the

mobile service providers and put immense pressure on competitors to offer

similar services at comparatively lower prices. This research study was

exploratory in nature. Primary data were collected through a questionnaire

from 500 mobile service users. Factor analysis was employed to analyse the

data through SPSS 21.0 software, which was randomly collected from Bhopal,

India. Ten factors were identified out of 32 items of seven variables. The

findings showed that diversity of plans and quality of network signals were two

important foretellers of customer satisfaction in the mobile service industry.

CHAPTER 3

INDUSTRY AND COMPANY

PROFILE

INDUSTRY PROFILE

Introduction:

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 as telecommunication.

Information may take the form of voice, video, or data. Over the last 2,000

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:

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 services were merged with the postal system in the year

1883. In the beginning, Rajdhani of East India Company was situated at

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 transferred to Director General Postal and

Telegraph (DGP&T) from PWD, from DGP&T to Department of

Telecommunication (DoT), 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 Communications in a

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’s, which initiated reforming

the telecommunication sector.

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 the economy.

It has become especially important in recent years because of 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

COMPANY PROFILE

BHARTI AIRTEL LIMITED:

Business description:

Bharti Airtel Limited is a leading global telecommunications company with

operations in 18 countries across Asia and Africa. Headquartered in New

Delhi, India, the company ranks amongst the top 3 mobile service providers

globally in terms of subscribers. In India, the company's product offerings

include 2G, 3G and 4G wireless services, mobile commerce, fixed line

services, high speed home broadband, DTH, enterprise services including

national & international long-distance services. In the rest of the geographies, it

offers 2G, 3G, 4G wireless services and mobile commerce. Bharti Airtel had

over 423 million customers across its operations at the end of March 2020.

Established:

July 07, 1995, as a Public Limited Company

ISIN:

INE397D01024

Revenue:

Rs.875,390 million (Full Year ended March 31, 2020) including impact of

IndAS

116 Rs.807,802 million (Full Year ended March 31, 2019)

EBITDA:

Rs.371,053 million (Full Year ended March 31, 2020) including impact of

IndAS

116 Rs.262,937 million (Full Year ended March 31, 2019)

Shares in issue:

5,455.55 million shares as on March 31, 2020

Listings:

Bombay Stock Exchange Limited (BSE)& National Stock Exchange of India

Limited (NSE)

Stock exchange symbol:

NSE-BHARTIARTL BSE-532454

Customer base:

India: 283.7 million Mobile Services; 2.4 million Homes and 16.6 million

Digital TV Services; Africa: 110.6 million Mobile Services; South Asia: 2.9

million Mobile Services customers (status as on March 31, 2020)

Registered office:

Bharti Airtel Limited (A Bharti Enterprise) Bharti Crescent, 1 Nelson Mandela

Road, Vasant Kunj, Phase II, New Delhi - 110 070 Tel. No.: +91 11 4666 6100

Fax No.: +91 11 4666 6411

Strategy:

To consistently fine tune the strategies and strengthen the innovative core to

anticipate and lead change in the global digital landscape.

Vision:

To enrich lives of customers and to win new customers for life through an

exceptional experience.

Objectives:

To grow market share, grow revenue and to drive down cost.

Values:

Alive, inclusive and respectful

Organisation structure (India & South Asia):

CHAIRMAN – Sunil Bharti Mittal

MD & CEO (India and South Asia) – Gopal Vittal

CHIEF OPERATING OFFICER (India and South Asia) – AjaiPuri

GLOBAL CHIEF IINFORMATION OFFICER – Harmeen Mehta

CHIEF PRODUCT& EXPERIENCE OFFICER – Adarsh Sreekumar Nair

DIRECTOR& CEO (Airtel Business) – Ajay Chitkara

CHIEF REGULATORY OFFICER – Rahul Vatts

DIRECTOR (Supply Chain)– Pankaj Miglani

CHIEF FINANCIAL OFFICER – Badal Bagri

DIRECTOR (Network and Chief Technical Officer) – RandeepSekhon

CEO (DTH) – Sunil Taldar

CHIEF MARKETING OFFICER – Shashwat Sharma

DIRECTOR (Legal) – Vidyut Gulati

CHIEF HUMAN RESOURCES OFFICER – Samit Deb

Business decisions:

India- Airtel follows a segmented approach for operations in India with clear

focus on retail and corporate customers. It includes both B2B and B2C

services.

B2C Services:

1. Mobile Services (India): Airtel offer post-paid, pre-paid, roaming,

internet and other value-added services. Their distribution channel is spread

across 1million 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

85 HD channels, 7 international channels and 4 interactive services.

B2B Services:

1. Airtel Business: For small and medium business, Airtel is a trusted

solution provider for fixed-line voice (PRIs), data and other connectivity

solutions like MPLS, VoIP, SIP trunking. The Company offers solutions to

businesses Audio, Video and Web Conferencing and global services in both

voice and data including value-added services like International Toll-Free

Services and SMS hubbing. Airtel’s strategically located submarine cables and

satellite network enable customers to connect across the world including hard-

to-reach areas with global network that run across 250,000 Rkms, covering 50

countries and 5 continents.

2. Tower Infrastructure Services: Bharti Infratel Ltd (Infratel), is India’s

leading provider of tower and related infrastructure and it deploys, owns &

manages telecom towers and communication structures, for various mobile

operators. It holds 42% equity interest in Indus towers, a joint venture with

Vodafone India and Aditya Birla Telecom. The Company’s consolidated

portfolio of95,372 telecom towers, makes it one of the largest tower

infrastructure providers in the country with presence in all 22 telecom circles.

The Company has been the industry pioneer in adopting green energy

initiatives for its operations. Infratel is listed on Indian Stock exchanges, NSE

and BSE.

South Asia - South Asia represents operations in Sri Lanka that spreads across

25 administrative districts with distribution network of over 47000 retailers

across the country. The 3.5G services are present across major towns in Sri

Lanka.

Africa - Airtel’s subsidiary, Airtel Africa plc is present in 14 countries across

Africa. They offer post-paid, pre-paid, roaming, internet services, content,

media & entertainment and corporate solutions. Airtel Africa plc is listed on

London Stock Exchange (LSE) and Nigeria Stock Exchange (NSE).

Partners:

SingTel, Airtel’s strategic equity partner, has made one of their largest

investments outside Singapore with Airtel. This partnership has enabled Airtel

to expand and further enhance the quality of services to customers. They also

pioneered the outsourcing business model with long term strategic partnership.

Airtel partnered with global leaders who share the drive for co-creating

innovative and tailor-made solutions which include ZTE, Ericsson, Nokia

Siemens Networks (NSN), Huawei, Cisco, IBM, Avaya, etc.

Awards and recognition:

2018-2019:

1. Airtel ranked amongst the top 10 companies in the Indian Corporate

Governance Scorecard, an independent report jointly developed by BSE,

International Finance Corporation and Institutional Investor Advisory Services

(IIAS) with support from the Government of Japan. Bharti Airtel is the only

telecom company to make it to the top 10.

2. Bharti Airtel was ranked first within the information technology and

telecommunication (ICT) category at the 15th Annual national awards for

excellence in Cost Management

3. Airtel Business was chosen as the winner in two prestigious categories -

Best Wholesale Carrier (Global) and Best Wholesale Business Transformation

at the Carriers World Awards 2018.

4. Airtel Tanzania won an Appreciation Award for the contributions and

continued support in improvement of school environment in Tanzania by

Tanga City Council and was also recognized for Mobile Health Support by

Ministry of Health.

5. Airtel Nigeria has been awarded with Smart recharge campaign of the

year by Advertiser association of Nigeria.

6. Airtel Uganda has been recognized by Digital Impact Awards, Africa as

the Best Technology Brand on Social Media, Best Digital Customer

Experience by Technology Brand, Best Saving and Lending Product (Digital

driven), Best Professional, Legal and Regulatory brand.

2019-2020:

1. Airtel bagged top honours at the Frost and Sullivan ICT Awards, the

“Enterprise Data Service Provider of the Year” and the “Enterprise Telecom

Service Provider of the Year” in the large enterprise segment.

2. Airtel Business won the “Best Partnership” award at Telecoms World

Middle East Awards 2019 for partnering with Telecom Egypt.

3. Airtel Business bagged five prestigious awards at the CIO Choice

Awards 2020.

RELIANCE JIO

Business description:

Reliance Jio Infocom Limited, Jio, is an Indian telecommunications company

and a subsidiary of Jio Platforms, headquartered in Mumbai, Maharashtra,

India. It operates a national LTE network with coverage across all 22 telecom

circles. It does not offer 2G or 3G service, and instead uses only voice over

LTE to provide voice service on its 4G network. Jio soft launched on 27

December 2015 with a beta for partners and employees, and became publicly

available on 5 September 2016. As of 31 December 2019, it became the largest

mobile network operator in India and the world. In September 2019, Jio

launched a fiber to the home service, offering home broadband, television, and

telephone services. Since April 2020, Reliance Industries has raised Rs.152,056

crores by selling 32.97% equity stake in Jio Platforms.

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.

EBITDA:

At the end of fiscal year 2019, the EBITDA of Reliance Jio Infocom Limited

was around146 billion Indian rupees.

Listings:

It has a direct overseas listing without no simultaneous listing in Indian market.

Customer base:

It has the largest subscriber base in India with around 40.56 crore customers.

Registered office:

Maker Chambers lV, 222 Nirman Point, Mumbai, Maharashtra India

Strategy:

Jio has invested wisely in LTE infrastructure that is easily scalable to future

generation and they don’t carry the burden of legacy systems. Jio’s strategy is

to get as many consumers on board as possible and to retain these consumers.

Jio continue customer acquisition aggressively and their prime services are

allowing differentiating Jio from their competitors.

Vision:

Jio’s vision is to transform India with the power of digital revolution-to connect

everyone and everything, everywhere-always at the highest quality and most

affordable price.

Objectives:

Jio will play a key role in the digital development of India – with applications

for everything from education to healthcare, security to financial services,

technology to entertainment. Shri. Mukesh Ambani, Chairman, Reliance

Industries Ltd. says, "Jio is about bringing people together, safely and securely.

Values:

Customer Value, Ownership Mindset, Respect, Integrity, One Team &

Excellence

Organisation structure:

CHAIRMAN– Mukesh Ambani

CEO – Pravir Kumar

MANAGING DIRECTOR– Sanjay Mashruwala

CHIEF FINANCIAL OFFICER– Rajneesh Jain

CHIEF DIGITAL OFFICER – Vishal Sampat

PRESIDENT OF NETWORKGLOBAL STRATEGY AND SERVICE

DEVELOPMENT & DIRECTOR – Mathew Oommen

PRESIDENT OF DEVICES BUSINESS– Sunil Dutt

DIRECTOR– Akash M Ambani

DIRECTOR– Isha M Ambani

Reliance services:

1. Jio Phone: Jio presented first reasonable 4G telephone named as Jio

Phone on 21st July 2017. The security deposit of the telephone is Rs.1500

which can be return back by returning the Jio Phone at Jio store after three

years. This telephone was discharged for beta users on 15th 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 Intex to supply 4G handsets which are equipped for voice over LTE. On

25th January 2016 Jio launched its smart phone series starting from Life Water

1, Life Water 2, Life Earth 1, 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. 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 Fi: On 24th December 2015 Bollywood Actor Shah Rukh Khan was

appointed as Jio’s brand ambassador. Jio has launched Wi-Fi routers by the

name Jio Fi. By July 2016 125.5 million Jio subscribers had selected on Jio

prime.

6. 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.

7. Jio TV: Jio TV is an app-based service enabling Jio customers to view

TV channels & programmes on their preferred digital devices.

8. Jio TV+: Jio TV+ is a service which provides customers access to

various OTT services from all over world in one app.

Partners:

Jio shares spectrum with Reliance Communications. The sharing deal is for 800

MHz band across seven circles other than the 10 circles 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.

Awards and recognition:

2018-2019:

1. Reliance Jio Infocom Ltd. (Jio) was conferred the Market Leadership

Award for connecting over 300 million Indians on the world’s largest mobile

data network.

2. Jio won the 'Best Mobile Operator Service for Consumers' award and Jio

TV app won the 'Best Mobile Video Content' at the Global Mobile GLOMO

Awards 2018

3. Jio was awarded the ‘Most Innovative Company’ award by Economic

Times

4. Jio earned the 17th spot on the global list in American business magazine

Fast Company’s 50 Most Innovative Companies list 2018

5. Jio was awarded 'India’s Most Influential Brands’ by IPSOS

6. Jio Interact won awards for 'Brand Campaign–Category Creation' and

'Innovative Use of Technology Sector' at Indian Marketing Award 2018

7. Jio Interact won the 'Marketing Excellence in Telecom, Energy &

Utility Sector' award and Jio Cricket Play Along won the 'Marketing

Excellence in Sports Marketing' award at Global Marketing Excellence

2019-2020:

1. Reliance Jio won ‘Best Data service innovation – Emerging Market at

Global Carrier Awards’

2. Reliance Jio won Gold Award for Excellence in Innovation in

Technology Industry at Asia Pacific Stevie

3. Jio phone was adjudged as ‘Mobile Device Innovation’ at Global

Telecom Awards

4. Jio was recognized as ‘Best LTE Service Provider’ and Jio-Phone as the

‘Handset Innovation of the Year’ at Asia’s Telecom Excellence Award.

CHAPTER 4

DATA INTERPRETATION AND

ANALYSIS

16

14

12

10

8

6

4

2

0

MALES

FEMALES

AIRTEL JIO

DATA ANALYSIS AND INTERPRETATION

Table 4.1 showing gender classification

GENDER

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

Male 11 15 44% 60%

Female 14 10 56% 40%

Total 25 25 100% 100%

(source: survey data)

The above table shows that among 25 Airtel respondents, 44% are male and

56% are female and among 25 Jio respondents, 60% are male and 40% are

female.

Fig 4.1 showing gender classification

(source: survey data)

20 18

18 16

16

14

12

10 9

8 7

6

4

2

0

YES

NO

AIRTEL JIO

Table 4.2 showing first time users of Airtel & Jio

FIRST SERVICE

PROVIDER

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

Yes 9 7 36% 28%

No 16 18 64% 72%

Total 25 25 100% 100%

(source: survey data)

The above table shows that of 25 Airtel respondents, 36% are first time users

while 64% are not and among 25 Jio respondents 28% are first time users while

72% are not.

Fig 4.2 showing first time users of Airtel & Jio

(source: survey data)

18

16

14

12

10

8

6

4

2

0

<1 MONTH

1-6 MONTHS

>6 MONTHS

>1 YEAR

AIRTEL JIO

Table 4.3 showing usage duration of Airtel & Jio

USAGE

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

<1 Month 1 2 4% 8%

1-6 Months 3 3 12% 12%

>6 Months 5 6 20% 24%

>1 Year 16 14 64% 56%

Total 25 25 100% 100%

(source: survey data)

The above table shows that among 25 Airtel respondents, 4% have been recent

buyers, 12% have been using for about 6 months, 20% have been using for

more than 6 months and 64% have been users more than a year. Among 25 Jio

respondents, 8% are recent buyers, 12% have been using for about a month,

24% have been using for more than 6 months and 56% have been users more

than a year.

Fig 4.3 showing usage duration of Airtel & Jio

(source: survey data)

25 23

20 20

15

10

5 5

2

0

PREPAID

POST-PAID

AIRTEL JIO

Table 4.4 showing users of prepaid & post-paid services

TYPE OF SERVICE

SCHEME

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

Prepaid 20 23 80% 92%

Post-paid 5 2 20% 8%

Total 25 25 100% 100%

(source: survey data)

The above table shows that among 25 Airtel respondents, 80% are prepaid

users while 20% are post-paid users. Among 25 Jio respondents, 92% are

prepaid users while 8% are post-paid users.

Fig 4.4 showing users of prepaid and post-paid services

(source: survey data)

16

14

12

10

8

6

4

2

0

NEWSPAPER

ADVERTISEMENT

FRIENDS & FAMILY

AIRTEL JIO

Table 4.5 showing source of information for purchase

BUYING DECISION

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

Newspaper 1 1 4% 4%

Advertisement 9 14 36% 56%

Friends & family 15 10 60% 40%

Total 25 25 100% 100%

(source: survey data)

The above table shows the source of information for buying the service

provider. Among 25 Airtel respondents, 4% got information through

newspaper, 36% from advertisement and 60% through friends and family.

Among 25 Jio respondents, 4% got information through newspaper, 56% from

advertisement and 40% through friends and family.

Fig 4.5 showing source of information for purchase

(source: survey data)

14

12

10

8

6

4

2

0

CONNECTIVITY

ADVERTISEMENT

ATTRACTIVE SCHEMES

AIRTEL JIO

Table 4.6 showing features that influenced buying decision

FEATURE THAT

INFLUENCED BUYING

DECISION

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

Connectivity 12 12 48% 48%

Advertisement 3 4 12% 16%

Attractive schemes 10 9 40% 36%

Total 25 25 100% 100%

(source: survey data)

The above table shows that among 25 Airtel respondents, 48% were influenced

by the connectivity feature, 12% by advertisement and 40% by attractive

schemes. Among 25 Jio respondents, 48% were influenced by connectivity

feature, 16% by advertisement and 36% by attractive schemes.

Fig 4.6 showing features that influenced buying decision

(source: survey data)

16

14 14

12 12

10 9

8

6 5 5

4 3

2 1 1

0

UNLIMITED CALLS

UNLIMITED DATA

UNLIMITED SMS ALL AVAILABLE SERVICES

AIRTEL JIO

Table 4.7 showing most availed services of users

MOST AVAILED

SERVICE

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

Unlimited calls 5 3 20% 12%

Unlimited data 5 9 20% 36%

Unlimited SMS 1 1 4% 4%

All available services 14 12 56% 48%

Total 25 25 100% 100%

(source: survey data)

The above table shows that among 25 Airtel respondents, 20% avail the service

for unlimited calls, 20% for unlimited data, 4% for unlimited SMS and 56% for

all available services. Among 25 Jio respondents, 12% avail the service for

unlimited calls, 36% for unlimited data, 4% for unlimited SMS and 48% for all

available services.

Fig 4.7 showing most availed services of users

(source: survey data)

16 15

14 13

12 12

10 10

8

6

4

2

0

AWARE

NOT AWARE

AIRTEL JIO

Table 4.8 showing users awareness about value added services

AWARENESS

ABOUT VALUE

ADDED SERVICES

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

Aware 12 15 48% 60%

Not aware 13 10 52% 40%

Total 25 25 100% 100%

(source: survey data)

The above table shows that among 25 Airtel respondents, 48% are aware about

value added services while others are not and among 25 Jio respondents, 60%

are aware about value added services while others are not.

Fig 4.8 showing users awareness about value added services

(source: survey data)

14

12

10

8

6

4

2

0

Rs.100-200

Rs.200-300

Rs.300-400

Above Rs.500

AIRTEL JIO

Table 4.9 showing average monthly recharge expenditure of users

AVERAGE

MONTHLY

RECHARGE

EXPENDITURE

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL

JIO

AIRTEL

JIO

Rs.100-Rs.200 4 7 16% 28%

Rs.200-Rs.300 13 11 52% 44%

Rs.300-Rs.400 7 6 28% 24%

Above Rs.500 1 1 4% 4%

Total 25 25 100% 100%

(source: survey data)

The above table shows that among 25 respondents of Airtel, 16% recharge for

Rs.100-200, 52% forRs.200-300, 28% for Rs.300-400 and 4% above Rs.500.

Among 25 respondents of Jio, 28% recharge for Rs.100-200, 44% recharge for

Rs.200-300, 24% for Rs.300-400 and 4% above Rs.500.

Fig 4.9 showing average monthly recharge expenditure of users

(source: survey data)

Table 4.10 showing distribution of users availing customer care

services

USAGE OF

CUSTOMER CARE

SERVICE

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

Yes 19 17 76% 68%

No 6 8 24% 32%

Total 25 25 100% 100%

(source: survey data)

The above table shows that among 25 Airtel respondents, 76% have used the

customer care service while 24% have not and among 25 Jio respondents, 68%

have used customer care service while 32% have not.

Fig 4.10 showing distribution of users availing customers care

services

(source: survey data)

20

18

16

14

12

10

8

6

4

2

0

YES

NO

AIRTEL JIO

9

8

7

6

5

4

3

2

1

0

COMPLAINT

QUERY

VALUE ADDED SERVICES INFORMATION ON NEW

SCHEMES

AIRTEL JIO

Table 4.11 showing reasons for availing customer care services

CUSTOMER CARE

SERVICE AVAILED

FOR

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

Complaint 8 4 42% 24%

Query 3 6 16% 35%

Value added service 2 3 10% 17%

Information on new

schemes

6 4 32% 24%

Total 19 17 100% 100%

(source: survey data)

The above table shows that among 19 Airtel respondents who availed customer

care service, 42% called for registering complaints, 16% for queries, 10% for

information on value added plan and 32% for information on new schemes.

Among 17 Jio respondents who availed customer care service, 24% called for

registering complaints, 35% for queries, 17% for information on value added

plan and 24% for information on new schemes.

Fig 4.11 showing reasons for availing customer care service

(source: survey data)

20 AIRTEL YES AIRTEL NO JIO YES JIO NO

18

16

14

12

10

8

6

4

2

0

CONNECTIVITY

UNWANTED ALERT CALLS &

MESSAGES

CONVENIENCE OF SERVICE OUTLET

Table 4.12 showing problems faced by customers

PROBLEMS

FACED BY

CUSTOMERS

NO. OF RESPONDENTS PERCENTAGE OF

RESPONDENTS

YES NO YES NO

AIR JIO AIR JIO AIR JIO AIR JIO

Connectivity 9 6 16 19 36% 24% 64% 76%

Unwanted alert

calls & messages

16 19 9 6 64% 76% 36% 24%

Convenience of

service outlets

14 18 11 7 56% 72% 44% 28%

(source: survey data)

The above table shows that among 25 respondents of Airtel, 36% have

problems with connectivity, 64% have problems with unwanted alert messages

and calls and 56% have problems with service outlet. Among 25 respondents of

Jio, 64% have problems with connectivity, 36% have problems with unwanted

alert calls and messages and 44% have problems with service outlets.

Fig 4.12 showing problems faced by customers

(source: survey data)

Table 4.13 showing levels of satisfaction of customers

LEVEL OF

SATISFACTION

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Satisfied Not

satisfied

Satisfied Not satisfied

AIR JIO AIR JIO AIR JIO AIR JIO

Pricing strategy 17 20 8 5 68% 80% 32% 20%

Customer care 24 17 1 8 96% 68% 4% 32%

Brand image 17 19 8 6 68% 76% 32% 24%

(source: survey data)

The table above shows that among 25 Airtel respondents, 68% are satisfied

with pricing strategy, 96% are satisfied with customer care and 68% are

satisfied with brand image. Among 25 Jio respondents, 80% are satisfied with

pricing strategy, 68% are satisfied with customer care and 76% are satisfied

with brand image.

Fig 4.13 showing levels of satisfaction of customers

(source: survey data)

AIRTEL SATISFIED AIRTEL NOT SATISFIED

JIO SATISFIED

JIO NOT SATISFIED

P R I C I N G S T R A T E G Y

C U S T O M E R C A R E

B R A N D I M A G E

17

8

20

5

24

1

17

8

17

8

19

6

18 16

16

14 13

12

10

8 8 7

6

4 3

2 1 1

0

HIGHLY SATISFIED

SATISFIED

AVERAGE

NOT SATISFIED

AIRTEL

JIO

Table 4.14 showing overall level of satisfaction of customers

OVERALL

SATISFACTION

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

Highly satisfied 3 1 12% 4%

Satisfied 13 16 52% 64%

Average 8 7 32% 28%

Not satisfied 1 1 4% 4%

Total 25 25 100% 100%

(source: survey data)

The above table shows that among 25 Airtel respondents, 12% are highly

satisfied and 52% are satisfied while 32% feel it is average and 4% are not

satisfied with the overall performance. Among 25 respondents of Jio, 4% are

highly satisfied and 64 % are satisfied while 28% feel it is average and 4% are

not satisfied with overall performance.

Fig 4.14 showing overall satisfaction levels of customers

(source: survey data)

14

12

12 11

10

8

6

6 5 5

4 3 3 3

2 1 1

0

ALWAYS

MOST LIKELY

LIKELY

RARELY

NEVER

AIRTEL

JIO

Table 4.15 showing chance of suggestion of Airtel/Jio to friends

SUGGEST TO

FRIENDS

NO. OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

AIRTEL JIO AIRTEL JIO

Always 1 3 4% 12%

Most likely 6 11 24% 44%

Likely 12 5 48% 20%

Rarely 3 5 12% 20%

Never 3 1 12% 4%

Total 25 25 100% 100%

(source: survey data)

The above table shows that among 25 Airtel respondents, 4% would always,

24% most likely, 48% likely, 12% rarely and 12% would never suggest Airtel

to friends. Among 25 Jio respondents, 12% would always, 44% most

likely,20% likely, 20% rarely and 4% would never suggest Jio to friends.

Fig 4.15 showing chance of suggestion of Airtel/Jio to friends

(source: survey data)

CHAPTER 5

FINDINGS, SUGGESTIONS AND

CONCLUSION

FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS

1. The data from the survey shows that majority of the respondents from Airtel

were females and majority of respondents from Jio were males.

2. The data shows that Airtel has a majority of first-time users than Jio.

3. The survey suggests that Jio has a majority in new customers whereas, Airtel

has more loyal customers.

4. Majority of the respondents of both Airtel and Jio use prepaid service scheme.

5. Major source of information that influenced buying decision for Airtel users

were advertisement, 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.

6. The data shows that connectivity and attractive schemes are the major factors

that influence the buying decision of a service provider.

7. It shows that majority of the respondents of Jio were interested in the unlimited

data plans.

8. It shows that majority of the Jio users were not aware of the value-added

services available to them compared to Airtel users.

9. It shows that the preferred monthly recharge expenditure of both Airtel and Jio

users were Rs.200-300.

10. Majority of the respondents that contacted the customer care service were from

Airtel

11. Data shows that majority of the Airtel users that contacted customer care

service were for registering complaints.

12. Data shows that Jio has better connectivity and convenience of service outlets

compared to Airtel.

13. It shows that Jio users are more satisfied with the pricing strategy and brand

image of the company compared to Airtel.

14. Data shows Jio users have slightly higher satisfaction rates compared to Airtel

based on overall performance.

15. Data shows that a Jio user is more likely to suggest and promote their service

provider to others compared to an Airtel user.

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

Today, there are a number of mobile service providers in the market that offer

various service plans targeting every section of the society and each and every

walk of human life. But the preference of customers towards certain aspects

makes a company successful compared to its competitive counterparts. The

Indian market scenario is a price sensitive scenario with an attitude of ‘more

for less’. The same is the strategy used by the Indian telecom companies to

attract new customers and also to compete with one another. Both Airtel and

Jio are leading Indian companies that provides 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 way for a brighter future.

BIBLIOGRAPHY

REFERENCE:

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): European Journal of Research and Reflection in

Management Sciences

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-HCMCOUJS

Dr.V.M AnithaRajathi, Siva M (2018): A case study on service quality and

customer satisfaction in Bharti Airtel at Tirichirappalli region; International

Journal of Trend in Scientific Research and Development, Volume 2-Issue 3

Yadav R K, Dabhade N (2019): Indian Journal of Marketing

Rengarajan V, Amudha R, Nalini R (2017): International Journal of Economic

Research

Goyal K, Kar A K (2020): Journal of Lecture Notes in Electrical Engineering

Poulose J, Sharma V, Joseph S (2018): Journal of Problems and Perspectives in

Management

Szymanski D M, Henard 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

ANNUXURE

QUESTIONNAIRE

NAME:

GENDER:

EMAIL ADDRESS:

1. Which is your current cellular service provider?

A] Airtel B] BSNL

C] Reliance Jio D] Vodafone Idea

2. Is it your first service provider?

A] Yes

B] No

If no, how many service providers have you used in the past?

A] 1 B] 2

C] 3 D] More than 3

Why did you change your past service provider?

A] Excessive billing B] Poor network coverage

C] Poor customer service D] Limited services

3. Which service scheme are you currently using?

A] Prepaid B] Post paid

4. From which source did you come to know about your current service

provider?

A] Newspaper B] Advertisement

C] Friends and family D] Hoardings

5. How long have you been using the current service provider?

A] Less than 1 month B] About 6 months

C] More than 6 months D] More than 1 year

6. Which feature of the service provider convinced you to use them?

A] Connectivity B] Attractive Schemes

C] Advertisement D] Goodwill

7. Why did you choose this service provider?

A] Unlimited calling service B] Unlimited data service

C] Unlimited SMS service D] All available services

8. What is your average monthly expenditure on your mobile bill (in Rs)?

A] Rs.100 – Rs.200 B] Rs.200 – Rs.300

C] Rs.300 -Rs.400 D] Above Rs.500

9. Are you fully aware about all the schemes provided by your service

provider?

A] Yes B] No

10. How aware are you about the existence of value-added services like news,

astrology, cricket, ringtones etc?

A] Have seen the promos and B] Have seen their promos, but not

know the intricacies of the services sure about their service details

C] Haven’t seen them D] Haven’t heard about them

11. How do you rate the network service of current service provider?

A] Very good B] Good

C] Average D] Poor

12. What connectivity problem have you faced with this service provider?

A] Network busy B] Range problem

C] Disconnected frequently D] Voice problem

13. Do you face network connection problem while

A] Being inside a specific area B] Being outside your area

C] Travelling D] None

14. Do you face connectivity problems during specific hours of the day?

A] 12am – 6am B] 6am – 12pm

C] 12pm -6pm D]6pm – 12am

15. Have you called at the customer service of the present service provider?

A] Yes B] No

If yes, for what reasons have you called?

A] Value added services B] Information about new plans

C] Complaints D] Queries

Are you happy with services provided by the customer service?

A] Yes B] No

16. Do you receive unwanted messages and calls from your service provider?

A] Yes B] No

If yes, how often do you receive them?

A] Rarely (1-3) B] Occasionally (4-6)

C] Frequently (more than 7) D] Never

17. Do you think miss call alerts should be provided at free of cost?

A] Yes B] No

18. Do you think the brand image of your service provider is better than others?

A] Yes B] No

19. What comes to your mind when you hear the brand name of your service

provider?

A] Music B] Punch line

C] Brand ambassador D] Theme of advertising

20. Do you face the problem of call drop?

A] Yes B] No

Do you face the call problem as

A] Complete call drop B] Partial call drop

C] Both D] None

21. How do you rate the various plans offered by your service provide?

A] Excellent B] Very good

C] Good D] Poor

22. Are you satisfied with the present pricing strategy of your service provider?

A] Yes B] No

23. Are the service outlets provided by your service provider convenient?

A] Highly convenient B] Convenient

C] Average D] In convenient

24. How do you prefer to learn about the services available to you?

A] Online B] In-store

25. Rank the following in terms of importance when choosing a service

provider (1 being of the highest importance and 5 being of least importance)

A] Price

B] Product

C] Location

D] Accessibility

E] Customer service

26. How satisfied would you say you are based on the following? (extremely,

quite, moderately, slightly, not satisfied)

A] Availability of connection C] Average download

speed

B] Reliability of connection D] Average upload speed

E] Price relative to cost

27. Are you satisfied with the overall service provided by your service

provider?

A] Highly satisfied B] Satisfied

C] Average D] Not satisfied

28. Would you like to change your current service provider in future?

A] Yes B] No

29. Do you have any suggestions for your service provider? (please specify

below)

30. How likely are you to recommend your mobile service provider to others?

A] Always

B] Most likely

C] Likely

D] Rarely

E] Never