Consumer Satisfaction towards Reliance JIO Service

Abstract

This study aims to analyse consumer satisfaction towards Reliance Jio services, with special reference to Perinthalmanna Taluk in Malappuram district, Kerala. The entry of Reliance Jio into the Indian telecommunications market in 2016 disrupted the industry by offering affordable data plans and free voice calls, fundamentally changing consumer behaviour and market dynamics. This research employs a descriptive research design with a sample size of 50 respondents selected through convenient sampling. Primary data was collected using a structured questionnaire, while secondary data was gathered from various books, reports, and websites. The findings reveal that 68% of respondents are aged between 18-30 years, 64% are male, and 42% reside in semi-urban areas. The study indicates that 62.5% of customers are satisfied with Jio services, with 54% rating network coverage as good. However, respondents identified network coverage and customizable plans as areas requiring improvement. The research concludes that while Reliance Jio has successfully captured a significant market share and maintains high customer satisfaction levels, there remains scope for enhancement in network infrastructure and service personalization.

KEYWORDS: Consumer satisfaction, Reliance Jio, Telecommunications, Network coverage, Digital services, Customer loyalty