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International Journal of Advanced Education and Research 35 International Journal of Advanced Education and Research ISSN: 2455-5746, Impact Factor: RJIF 5.34 Volume 2; Issue 3; May 2017; Page No. 35-41 A study on service quality and its impact on customer’s preferences and satisfaction towards Reliance JIO in trichy region 1 KR Mahalaxmi, 2 Suresh Kumar N 1 Assistant Professor, Department of Management Studies, Anna University (BIT-campus), Tiruchirappalli, Tamil Nadu, India 2 Final year PG student, Department of Management Studies, Anna University (BIT-campus), Tiruchirappalli, Tamil Nadu, India Abstract The purpose of this study is to measure the service quality and to identify the factors which is preferred by the consumers to prefer the reliance JIO in Trichy region. The service quality is measured using a SERVQUAL instrument. A questionnaire survey was conducted. Data was collected from different areas from Trichy region. MANOVA and Chi Square were applied to test the results. The adapted SERVQUAL instrument is a helpful tool in measuring service quality. Two added dimensions of network quality and competitive advantage also showed significant results. The study also makes effort to ascertain the preference and satisfaction level of customers of reliance JIO. The unlimited voice calling and high speed data connection facilities fosters most of the consumers to prefer this service provider. Reliance JIO has already occupied the one third of the market share within a span of 5 months, and their marketing strategy plays a vital role in it. So, the present study made an attempt to reveal the service quality and its impact on customer’s preference and satisfaction level in reliance JIO. Keywords: service quality, customer preference, customer satisfaction, reliance jio Introduction India’s telecommunication network is the second largest in the world by number of telephone users (both fixed and mobile phone) with 1.053 billion subscribers as on 31 August 2016. It has one of the lowest call tariffs in the world enabled by mega telecom operators and hyper-competition among them. India has the world's second-largest Internet user-base. As on 31 March 2016, there were 342.65 million internet subscribers in the country. International Data Corporation (IDC) predicts India to overtake US as the second-largest smartphone market globally by 2017 and to maintain high growth rate over the next few years as people switch to smartphones and gradually upgrade to 4G. The Indian telecom sector is expected to generate four million direct and indirect jobs over the next five years according to estimates by Randstad India. The employment opportunities are expected to be created due to combination of government’s efforts to increase penetration in rural areas and the rapid increase in smartphone sales and rising internet usage.
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  • Spring '18
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  • service provider, Reliance Jio

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