49999751 24496873 customer satisfaction of nokia mobile in east delhi project

8/6/2019 49999751 24496873 Customer Satisfaction of NOKIA Mobile in East Delhi Project

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DECLARATION

I hereby declare that this Project Report entitled CustomerSatisfaction ofNOKIA Mobile in East Delhi Submitted by me to the GGSIPU Delhi, is a

bonafide work undertaken by me and it is not submitted to any other Universityor Institution for the award of any degree diploma / certificate or published anytime before.

Name: Chandan Parsad

Signature of the Student

Enrollment No: 0061189908

Semester :

Date :

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Abstract

The main objective of the project is to study the satisfaction levels of customers, Productawareness and Consumer Behavior with reference to NOKIA mobile handset users.

Nokia has played a pioneering role in the growth of cellular technology in India, starting with

the first-ever cellular call a decade ago, made on a Nokia mobile phone over a Nokia-deployed network.

Nokia started its India operations in 1995, and presently operates out of offices in New Delhi,Mumbai, Kolkata, Jaipur ,Lucknow ,Chennai, Bangalore, Hyderabad, Pune and Ahmedabad.The Indian operations comprise of the handsets business; R&D facilities in Bangalore,Hyderabad and Mumbai; a manufacturing plant in Chennai and a Design Studio inBangalore.

Over the years, the company has grown manifold with its manpower strength increasing from450 people in the year 2004 to over 15000 employees in March 2008 (including Nokia

Siemens Networks). Today, India holds the distinction of being the second largest market forthe company globally.

The most common way ofresearch design is the Descriptive research design is use andmethodology primary source of data were utilized for study.Sampling Design For the purpose of the study, the data has been collected in different placesof market especially in Retail shops, metro station & Shopping mall.100 customers were randomly selected for study

By this project Ill be able:

Find out the satisfaction levels of customers, towards the Product attributes like Features,Appearances, Battery backup, Audio output and Software compatibility of Mobile.This study help the NOKIA to recognize the factor which have more satisfaction level andwhich factor have more dissatisfaction level

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ACKNOWLEDGEMENTS

First, I thank my SupervisorMr. Amit Gupta (ERP consultant) C-DAC for hiscontinuous support to making this project Mr. Amit Gupta (ERP consultant) C-

DAC was always there to listen and to give advice. He is responsible forinvolving me in this project in the first place. He taught me how to askquestions & which technique used for analysis. He showed me different ways toapproach for the analysis.

Thanks also to Mr. H.K. Dangi (Lecture) CDAC Noida for teaching me BusinessResearch and how to do a usability study, a skill that confirmed my intuitionthat need a drawing environment to access knowledge-based systems .

Special thanks goes to my friend Miss Seema, who is most responsible forhelping me complete the writing of this Project

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List of Figure

P.No.

1. Brand Value Model

2. preference for buying

3. satisfied with price

4. satisfied with Advertisements

5. satisfied with Features of Nokia

6. satisfied with Audio output

7. satisfied with Software compatibility

8. satisfied with Built in memory

9. satisfied with Camera/video quality

10. satisfied with Accessories

11. satisfied with Appearances

12. satisfied with services

13. satisfied with Battery backup

14. satisfied with Brand image

15. satisfied with its life

16. fully aware all the Features

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24

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25

25

26

26

27

27

28

28

29

29

30

30

31

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Chapter 1 Introduction

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Background

Dr. Martin Cooper of Motorola, made the first US analogue mobile phone call on a largerprototype model in 1973.

On April 3, 1973, Motorola employee Dr. Martin Cooper placed a call to Dr. Joel S. Engel,head of research at AT&T's Bell Labs, while walking the streets of New York City talking on

the first Motorola DynaTAC prototype in front of reporters. Motorola has a long history ofmaking automotive radios, especially two-way radios for taxicabs and police cruisers.

Nokia has played a pioneering role in the growth of cellular technology in India, starting withthe first-ever cellular call a decade ago, made on a Nokia mobile phone over a Nokiadeployed network.Nokia started its India operations in 1995, and presently operates out of offices in New Delhi,Mumbai, Kolkata,Jaipur,Lucknow,Chennai, Bangalore, Hyderabad, Pune and Ahmedabad.The Indian operations comprise of the handsets business; R&D facilities in Bangalore,Hyderabad and Mumbai; a manufacturing plant in Chennai and a Design Studio inBangalore.Over the years, the company has grown manifold with its manpower strength increasing from450 people in the year 2004 to over 15000 employees in March 2008 (including NokiaSiemens Networks). Today, India holds the distinction of being the second largest market forthe company globally.

Devices business: Nokia has established itself as the market and brand leader in the mobiledevices market in India. The company has built a diverse product portfolio to meet the needsof different consumer segments and therefore offers devices across five categories ie. Entry,Live, Connect, Explore and Achieve. These include products that cater to first timesubscribers to advanced business devices and high performance multimedia devices forimaging, music and gaming.

Nokia has been working closely with operators in India to increase the geographical coverageand lower the total cost of ownership for consumers. Today, Nokia has one of the largestdistribution network with presence across 1,30,000 outlets. In addition, the company also hasNokia Priority Dealers across the country and Nokia Concept stores in Bangalore, Delhi,Jaipur, Hyderabad, Chandigarh, Ludhiana, Chennai, Indore and Mumbai to providecustomers a complete mobile experience.

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Services business

With the global launch of Ovi, the company's Internet services brand name, Nokia isrenewing itself to be at the forefront of the convergence of internet and mobility. From beinga product centric company, Nokia is now focusing to become solutions centric. The strategicshift is built on Nokias bid to retain consumers and empower Nokia device owners to realisethe full potential of the Internet. Nokia will build a suite of Internet based services like Nokia

Maps, the Nokia Music Store and Nokia N-Gage around its Ovi brand.

Infrastructure business

Nokia Siemens Networks is a leading global enabler of communications services. Thecompany provides a complete, well-balanced product portfolio of mobile and fixed networkinfrastructure solutions and addresses the growing demand for services with 20,000 serviceprofessionals worldwide. Its operations in India include Sales & Marketing, Research &Development, Manufacturing and Global Networks Solutions Centre. Headquartered inGurgaon, Nokia Siemens Networks has 47 offices and presence in over 170 locations acrossthe country.

R & D centers

Nokia has three Research & Development centers in India, based in Hyderabad, Bangaloreand Mumbai. These R&D hubs are staffed by engineers who are working on next-generationpacket-switched mobile technologies and communications solutions to enhance corporateproductivity.

The Center in Bangalore, the biggest R&D site in the country comprises S60 SoftwareOrganization, Common Technologies, Next Generation now called Maemo Software,Productization and Software & Services.

Design Studio

Nokia has set up its first Design Studio in Bangalore in partnership with Srishti School ofArt, Design and Technology. The first of its kind, the design studio will give Nokia designersand Indias talented youth the opportunity to work together on new design ideas for India andthe global markets.

Manufacturing in India

Nokia has set up its mobile device manufacturing facility in Chennai, India to meet theburgeoning demand for mobile devices in the country. The manufacturing facility isoperational with an investment of USD 210 million and currently employs 8000 people.Nokia has recently announced fresh investments to the tune of US $ 75 million towards itsmanufacturing plant in Sriperumbudur, Chennai for the year 2008

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Chapter 2.Literature Survey

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Customers satisfaction

When we talk about customer satisfaction, we talk about creativity. Creativity allows us tohandle or diffuse problems at hand or later on in the process of conducting the everydaybusiness. We talk about how, or rather what, does the organization have to do to gain notonly the sale but also the loyalty of the customer. We want to know the payoff of the trans-action both in the short and long term. We want to know what our customers want.

We want to know if our customers are satisfied. Satisfaction, of course, means that what wedelivered to a customer met the customers approval. We want to know if customers aredelighted and willing to comeback, and so on.

Fleiss and Feldman present examples of that delightful-ness in their writings. Fleiss haswritten about Ben and Jerrys ice cream and Feldman has discussed excellence in a cab ride.As important as delightfulness is, some of us minimize it, or even totally disregard it. At thispoint, we fail. Some of the issues that will guarantee failure in sales, satisfaction, and loyaltyare: Employees must adhere to a rigid chain of command Employees are closelysupervised Conflictin whatever formis not allowed Rewards are based on carrot-and-

stick

Level 1.

Expectations are very simple and take the form of assumptions, must have, or take it forgranted

For example, I expect the airline to be able to take off, fly to my destination, and landsafely. I expect to get the correct blood for my blood transfusion. And I expect the bank todeposit my money to my account and to keep a correct tally for me.

Level2.

Expectations are a step higher than that of level 1 and they require some form of satisfactionthrough meeting the requirements and/or specifications

.For example, I expect to be treated courteously by all airline personnel. I went to the hospitalexpecting to have my hernia repaired, to be in some pain after it was done, to be out on thesame day, and to receive a correct bill. And I went to the bank expecting the bank teller to befriendly, informative, and helpful with my transactions

Level 3.

Expectations are much higher than for levels 1 and 2.Level 3 requires some kind ofdelightfulness or a service that is so good that it attracts me to it

For example, an airline gives passengers traveling coach class the same superior foodservice that other airlines provide only for first-class passengers. In fact, I once took a flightwhere the flight attendants actually baked cookies for us right there on the plane. When I

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went to the hospital, I expected staff to treat me with respect and they careful-ly explainedthings to me. But I was surprised when they called me at home the next day to find out how Iwas doing. And at my house closing, the bank officer, representing the bank holding mymortgage, not only treated me with respect and answered all my questions about my newmortgage, but just before we shook hands to close the deal, he gave me a housewarming gift.

Brand image

Hide links within definitions Show links within definitions.

Impression in the consumers' mind of a brand's total personality (real and imaginary qualitiesand shortcomings). Brand image is developed over time through advertising campaigns witha consistent theme, and is authenticated through the consumers' direct experience. See alsocorporate image

Brand ValueModel

Buyers who are considering a purchase scan their service options anddevelop a consideration set. Within the consideration set, they develop a

hierarchy of brands based on their assessment of Price, Product or ServiceFeatures, and Brand Name. Typically, they choose the brand at the top oftheir hierarchy, if available. If a brand is consistently at the top of theirhierarchy, the buyer will be loyal to that brand.

We believe consumers try to optimize value within a product or servicecategory. Consumers therefore assign utilities (worth) to price, each relevantperformance attribute, and brand equity. Consumers then trade offperformance attributes and brand equity against price in order to optimizevalue. The relationships between the individual values of price, performanceattributes and brand equity is summative and equal to total brand value.

The values each respondent places on price, performance attributes, andbrand equity define their value equation for a product or service category.We can derive these values at the respondent level using modified trade-offexercises.

A key advantage of the Brand Value Model is that it allows the calculation ofutilities and importances at the individual consumer level. Thisacknowledges the highly individual nature of the evaluation of products andservices in many categories. Furthermore, it permits an exploration of valuestructures across existing consumer segments or the development of newsegments based on the components of the value equation.

We believe the total value of a brand in a particular product/service categoryis composed of three parts. One part is due to the physical and readilyidentifiable (and replicable) features of the brand that delivers specific,tangible benefits to the purchaser, thus impacting purchase choice. We callthese the tangible product features. The second part is due to some perceivedintrinsic value associated with the brand name due to such things as theimage transferred to the purchaser, trust, longevity in the marketplace, social

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responsibility, consistent performance, and so forth (i.e. the intangibles), andimpacting purchase choice. We refer to this as the brand's equity. The thirdcomponent is the price/cost of the product. Thus, the total value (or utility) ofa product or service is a function of 1.) its physical, tangible, deliverablefeatures, 2.) its brand equity, and 3.) its price.

In addition, we believe that a brand's value is directly related to customerloyalty. That is, if a particular brand maintains a significantly higherperception of value to a consumer than any other brand in the category, thatconsumer will consistently purchase that brand and consistently recommendthat brand to others. Conversely, as brands in a category become lessdifferentiated in terms of both tangible and intrinsic features, price becomesthe major differentiator of value, and thus, there is little loyalty.

We observe that people tend to trade off price against the combined bundleof tangible product features and brand equity in order to optimize totalutility or total value.

We also note that the intrinsic part of a brand's value, brand equity, may bepositive or negative, meaning that a brand name can be used to increaseoverall utility of a choice, or may detract from the overall utility of a choice.Said differently, a positive brand equity allows a marketer to charge apremium in the market place over the value of the bundle of tangible featuresalone, or over the value of an unbranded product/service. And, some brandednames in a particular category could have such a negative value among somepurchasers such that the brand's equity could be below that of an unbranded,or base line, product/service.

The estimate of brand equity is relative to the other brands in the measuredcompetitive set. Therefore, to obtain an estimate of absolute brand equity we

often recommend that the study include either an unbranded product, a storebrand, or a dummy brand name, whichever is most appropriate for thecategory. This provides the base price point for estimating brand equity interms of its absolute dollar value.

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The advantages of this modeling approach are:

1. The model is not dependent on internal financial data.2. It is relatively fast and easy to execute using proven research

methods.3. It can be executed at any time in the business cycle. That is, it is not

dependent on internal cyclical accounting changes.4. It takes into account all major relevant brands in a defined

product/service category.5. It measures brand equity relative to other current and potential brands

in the category, including unbranded items when they exist in thecategory.

6. It recognizes that value of any one brand's equity can be defeated inthe marketplace by competitor pricing strategies, at least in the shortrun.

7. It allows the firm to assess price elasticity and cross elasticities oftheir own brands and competitor brands in a category.

8. Results can be projected to estimate the total value of a brand nameunder alternative sales projections. Thus, this modeling approach can

be used to evaluate the total dollar value of a brand name for purposesof evaluation and acquisition.

.

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Chapter 3.Analysis

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PRIMARY DATA ANALYSIS

Primary data is the data which the researcher collects through various methods likeinterviews, surveys, questionnaires etc. Some advantages and disadvantages of primary dataare as follows:

The first advantage of primary data is that it can be collected from a number of ways likeinterviews, telephone surveys, focus groups etc. Secondly, it can be also collected across thenational borders through emails and posts. Thirdly, it can include a large population and widegeographical coverage. Fourthly, it is relatively cheap and no prior arrangements arerequired. Moreover, primary data is current and it can better give a realistic view to theresearcher about the topic under consideration.On the other hand, the major disadvantage of primary data is that it has design problems likehow to design the surveys. The questions must be simple to design a general lingo(understandable). Some respondents do not give timely responses. Sometimes, therespondents may give fake, socially acceptable and sweet answers and try to cover up therealities. In some primary data collection methods there is no control over the data collection.Incomplete questionnaire always give a negative impact on research

Percent: A percent is a ratio whose second term is 100. Percent means parts per hundred.

The word comes from the Latin phrase per centum, which means per hundred. Inmathematics, we use the symbol % for percent .

Let's look at our comparison table again. This time the table includes percents.

Comparing Shaded Boxes to Total Boxes

Grid

1

2

3

Ratio

96 to 100

9 to 100

77 to 100

Fraction Percent

96%

9%

77%

Chi-Square Test?- Chi-square Test for Association is a (non-parametric, therefore can be used for nominaldata) test of statistical significance widely used bivariate tabular association analysis.- Typically, the hypothesis is whether or not two different populations are different enough insome characteristic or aspect of their behavior based on two random samples.- Chi-square Goodness-of-fit Test is used to test if an observed distribution conforms to any

particular distribution. Calculation of this goodness of fit test is by comparison of observeddata with data expected based on the particular distribution.When to apply a Chi-Squared Test:- Chi-Squared test is used to determine if there is a statistically significant difference in theproportions for different groups. To accomplish this, it breaks all outcomes into groups.

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What the Chi-Squared Test does:- It starts by determining how many defects, for example, would be expected in each groupinvolved.- It does this by assuming that all groups have the same defect rate (which Minitabapproximates from the data provided).- If the numbers are different by a large enough amount, Chi-Square determines that thegroups do not have the same proportion.

Chi-Square Requirements:- Data is typically attribute (discrete). At the very least, all data must be able to becategorized as being in some category or another).- Expected cell counts should not be low (definitely not less than 1 and preferable not lessthan 5) as this could lead to a false positive indication that there is a difference when, in fact,none exists.Chi-Square Hypotheses:- Ho: The null hypotheses (P-Value > 0.05) means the populations have the sameproportions.

- Ha: The alternate hypotheses (P-Value


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After calculating the expected value, we will apply the following formula to calculate thevalue of the Chi-Square test of Independence:

= Chi-Square test of Independence

= Observed value of two nominal variables for the Chi-Square test of Independence

= Expected value of two nominal variables for the Chi-Square test of IndependenceDegree of freedom in Chi-Square test of Independence: In the Chi-Square test ofIndependence, the degree of freedom is calculated by using the following formula:

DF=(r-1) (c-1)WhereDF = Degree of freedom for the Chi-Square test of Independencer = number of rows in the Chi-Square test of Independencec = number of columns in the Chi-Square test of Independence

or degree of freedom can be calculated as:

DF= N-1 ,Where, N is the number of cells in the table.

Hypothesis:Null hypothesis, Ho: In Chi-Square test of Independence, null hypothesis assumes that thereis no association between the two variables.

Alternative hypothesis, Ha: In Chi-Square test of Independence, alternative hypothesisassumes that there is an association between the two variables

Research Designs

Research is the systematic application of investigative tools to an issue, problem, orphenomenon the purpose of which is to develop valid and reliable information that will leadtoot a better understanding of the research target. Questions concerning the definition ofresearch persist because interactions among the varied objectives of research studies, on theone hand, and on the other hand, bias, ignorance, or both on the part of the users of researchfindings as to what constitutes real research. Some users of the findings of experimentalresearch (as well as some experimental researchers, as an example) denigrate the value ofdescriptive research. Descriptive research, however, can be of great value to politicalcampaigns and marketers even though its value may be low in relation to medical trial

studies. Conversely, double-blind experimental research that is essential in most medical trialstudies (a) are not feasible for many political and marketing purposes and (b) would be oflimited value in such cases even if they were feasible.

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Research DesignDescriptive research design

Descriptive research is used to obtain information concerning the current status of thephenomena to describe "what exists" with respect to variables or conditions in a situation.The methods involved range from the survey which describes the status quo, the correlation

study which investigates the relationship between variables, to developmental studies whichseek to determine changes over time.

Statement of the problem

Identification of information needed to solve the problem

Selection or development of instruments for gathering the information

Identification of target population and determination of sampling procedure

Design of procedure for information collection

Collection of information

Analysis of information

Generalizations and/or predictions

ADVANTAGES

The subject is being observed in a completely natural and unchanged naturalenvironment. A good example of this would be an anthropologist who wanted to study a

tribe without affecting their normal behavior in any way. True experiments, whilst givinganalyzable data, often adversely influence the normal behavior of the subject.

Descriptive research is often used as a pre-cursor to more quantitatively researchdesigns, the general overview giving some valuable pointers as to what variables are

worth testing quantitatively. Quantitative experiments are often expensive and time-consuming so it is often good sense to get an idea of what hypotheses are worth testing.

Limitations

The profile has been limited by demographic and socio-economic characteristics.A psychographics analysis of respondents, attention, interests and opinion was notattempted, as it did not figure in the various brand needs

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Analysis

. Chi-Square Test

In this project, the null Hypothesis is:Ho: There is no significant difference between sex of the respondents and their satisfaction

with feature of Nokia phone.

sex

Observed N

high satisfied

satisfied

Not satisfied

Total

31

53

16

100

Expected N

33.3

33.3

33.3

Residual

-2.3

19.7

-17.3

Chi testValue

Cal Value20.78

Table value5.99

DF2

Result : Reject this null hypothesis because cal value is grater than table value

Ho: There is no significant difference between sex of the respondents and their satisfactionwith appearances of Nokia phone

Appreance

Observed N

high satisfied

satisfied

no satisfied

Total

31

54

15

100

Expected N

33.3

33.3

33.3

Residual

-2.3

20.7

-18.3

Chi testValue

Cal Value23.06

Table value5.99

DF2


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Ho: There is no significant difference between age of the respondents and their satisfactionwith appearances of Nokia phone

age

Observed N

less 20

21-30

31-40

41-50

50+

Total

13

66

8

8

5

100

Expected N

20.0

20.0

20.0

20.0

20.0

Residual

-7.0

46.0

-12.0

-12.0

-15.0

Chi testValue

Cal Value133.9

Table value9.48

DF4


Ho: There is no significant difference between age of the respondents and their satisfactionwith battery backup of Nokia phone

battery

Observed N

high satisfied

satisfied

not satisfied

Total

42

43

15

100

Expected N

33.3

33.3

33.3

Residual

8.7

9.7

-18.3

Chi testValue

Cal Value15.14

Table value5.99

DF2


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Percentage test

Q. Place for preference for buying Mobile phone?

6%6%

41% Priority outlet

Dealers

Gray market

Others

47%

Q Are you satisfied with price of Nokia mobile Phone ?

50454035302520151050

Series1

satisfield Satisfield satisfield or Dissatisfield dissatisfielddisssatisfield

HighHighlyNeither

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Q Are you satisfied with Advertisements of Nokia mobile Phone?

50454035302520151050

SatisfieldHighsatisfield

Dissatisfield

Neithersatisfield ordisssatisfield

Highlydissatisfield

Series1

Q Are you satisfied with Features of Nokia mobile Phone?

60

50

40

30

20

10

0

High

satisfield

Satisfield Not

satisfield

Series1

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Q Are you satisfied with Audio output of Nokia mobile Phone ?

60

50

40

30

20

10

0

Highsatisfield

Satisfield Notsatisfield

Series1

Q Are you satisfied with Software compatibility of Nokia mobile Phone?

60

50

40

30

20

10

0

Highsatisfield


Series1

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Q Are you satisfied with Built in memory of Nokia mobile Phone?

60

50

40

30

20

10

0

Highsatisfield


Series1

Q Are you satisfied with Camera/video quality Nokia mobile Phone?

60

50

40

30

20

10

0

Highsatisfield


Series1

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Q Are you satisfied with Accessories of Nokia mobile Phone?

60

50

40

30

20

10

0

Highsatisfield


Series1

Q Are you satisfied with Appearances of Nokia mobile Phone?

60

50

40

30

20

10

0

Highsatisfield


Series1

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Q Are you satisfied with Battery backup of Nokia mobile Phone?

45

4035

30

25

20

15

10

5

0

Highsatisfield


Series1

Q Are you satisfied with services provided by Nokia mobile Phone?

60

50

40

30

20

10

0

Highsatisfield


Series1

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Q Are you satisfied with Brand image of Nokia mobile Phone?

60

50

40

30

20

10

0

Highsatisfield


Series1

Q Are you satisfied with its life?

60

50

40

30

20

10

0

Highsatisfield


Series1

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Q Are you fully aware all the Features of Nokia mobile Phone?

Q Sex?

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Chapter 4.Conclusions and Discussion

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Classification based on satisfactory level

Attributes Features Battery SoftwareAudio Accessories Appearance Built

Backup compatibility outputIn memory

Highsatisfied

23% 40% 37% 26% 24% 28% 21%

Satisfied 58% 40% 48% 54% 56% 52% 55%

Notsatisfied

19% 20% 15% 20% 20% 20% 24%

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FINDING THE STUDY

1. Among the total 100 respondents, 65 percent of the respondents were male whileremaining 35 percent of the respondents were female.

2. From the study undertaken, out of the total number of respondents are falling underthe age group of 17-50+ years.

3. From the study undertaken, majority of the respondents, (40 Percent) are graduatesand (40 Percent) are post graduate.

4. From the survey undertaken, 24 percent of the respondents are falling under theincome level Rs. below 10000 and 26% more than 40000.

5. From the survey undertaken, between the educational qualification and the purchasedecision of the respondent, it has been found that 40 respondents are graduates, ofthese, 38% respondents are depending upon the advertisements for their purchasedecision.

6. From the study undertaken, between the age and purchase decision of therespondents, out of 100 respondents, 20 of them are depending upon advertisementfor their purchase decision, and 36% respondents are falling under the age group of21-30 years.

7. From the survey undertaken, between the mode of the purchase and income level ofthe respondents, it has been found that 26 respondents are falling under the incomelevel more 40000, of these 18 respondents are making their purchase by cash.

8. From the survey undertaken 36% are highly satisfied with its brand image

Features:- 1. Audio Output:- In the above analysis, 26% of respondents are highly satisfied with

the audio output, 54% of the respondent are satisfied, and 20% of respondents are notsatisfied with this attribute.

2. Camera/video:- In the above analysis, 28% of the respondent gave their opinion ashighly satisfied with the features of the software compatiblity,52% of the respondentsgave their opinion as satisfied,20% of the respondents were not satisfied.

3. Software Capability:- In the above analysis, 37% of the respondent gave theiropinion as highly satisfied with the features of the software compatiblity,48% of the

respondents gave their opinion as satisfied,15% of the respondents were not satisfied.4. Built in memory:- In the above analysis, 21% of the respondent gave their opinion

as highly satisfied with the features of the built in memory,55% of the respondentsgave their opinion as satisfied,24% of the respondents were not satisfied.

5. Accessories:-In the above analysis, 24% of the respondent gave their opinion ashighly satisfied with the features of the accesories,56% of the respondents gave theiropinion as satisfied,20% of the respondents were not satisfied.

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6. Appearance:- In the above analysis, 28% of the respondent gave their opinion ashighly satisfied with the appearance,52% of the respondents gave their opinion assatisfied,20% of the respondents were not satisfied.

7. Battery backup:- In the above analysis, 40% of the respondent gave their opinion ashighly satisfied with the battery,40% of the respondents gave their opinion assatisfied,20% of the respondents were not satisfied.

SUGGESTIONS

1. Most of the respondents were satisfied with the price, company image and Batterybackup of Nokia. So it is suggested that the same standard is to the maintained.

2. Factors like after service, audio output, software compatibility and special featuresare admired the respondents, hence this features has to be continued.

3. Regarding built in memory and brand image, a few of the respondents expressed theirdissatisfaction. so this factor has to be improved with a view to attract more

customers and to retain the existing customers.

4. To attract customers situated in all areas, advertisement can be given through allmedia to attract customers in rural areas.

5. The sales promotion offers are not impressive. Hence, the company should worktowards providing more sales promotion offers to attract the customers .Thecustomers are not satisfied with the price level, so they can better consider the pricelevel.

CONCLUSIONS

The important product attributes of any Mobile like price and company imagehave received favorable appreciation from the respondents. Product attributeslike battery backup, appearances, software compatibility and audio output havealso been appreciated. It is certified that the consumer behavior concept is anunpredictable one in any kind of market .But this study has attempted its best toreveal the same.

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Appendix

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Mobile phone user survey in East Delhi

Q1. Place for preference for buying Mobile Phone?1. Priority outlet ( )3. Dealers ( )2. Gray market ( )4. Others ( )

Q2.Are you satisfied with price of Nokia phone?

1.High satisfied ( )2. Satisfied ( )3. Neither satisfied nor dissatisfied ( )4. Dissatisfied ( )

5. Highly dissatisfied ( )

Q3. Are you satisfied with Advertisements of Nokia phone?

1. High satisfied ( )2. Satisfied ( )3. Neither satisfied nor dissatisfied ( )4. Dissatisfied ( )5. Highly dissatisfied ( )

Q4. Are you satisfied with Features of Nokia phone?1. High satisfied ( )2. Satisfied ( )

Q5. Are you satisfied with Audio output?1. High satisfied ( )2. Satisfied ( )

Q6. Are you satisfied with Software compatibility?1. High satisfied ( )2. Satisfied ( )

Q7. Are you satisfied with Built in memory?1. High satisfied ( )2. Satisfied ( )

Q8. Are you satisfied with Camera/video quality?1. .High satisfied ( )2. Satisfied ( )

Q9. Are you satisfied with Accessories?1.. High satisfied ( )2. Satisfied ( )

Q10. Are you satisfied with Appearances?1. High satisfied ( )2. Satisfied ( )

Q11. Are you satisfied with Battery backup?1. High satisfied ( )2. Satisfied ( )

3.Not satisfied ( )

3.Not satisfied ( )

3.Not satisfied ( )

3.Not satisfied ( )

3.Not satisfied ( )

3.Not satisfied ( )

3.Not satisfied ( )

3.Not satisfied ( )

Q12. Are you satisfied with its services provided by Nokia service center?1. High satisfied ( )2. Satisfied ( )3.Not satisfied ( )

Q13. Are you satisfied with its Brand image?1. High satisfied ( )2. Satisfied ( )Q14. Are you satisfied with its life?1. High satisfied ( )2. Satisfied ( )

3.Not satisfied ( )

3.Not satisfied ( )

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Q15. Are you fully aware all the Features of Nokia phone?1. Yes ( )2. No ( )

Q16. Who suggested you buy Nokia phone?1. Family ( )2. Relative ( )

4. Neighbors ( )

Q17. Age?

1. Below 20 (4. 41-50 ( )

Q18. Sex?1. Male ( )

Q19. Your education qualification?1. Primary ( )

3... Graduate ( )

Q20. Your monthly income? 1. Below 10000 ( )

4.. 30000-40000 ( )

5. Dealer ( )

3.Friends ( )

6.Advertisment ( )

) 2. 21-30 ( )5. More than 50 ( )

2. Female ( )

3.31-40 ( )

2. Secondary ( )

4. Post graduate ( )

2. 10000-20000 ( )

5. More than 40000 ( )

3. 20000-30000 ( )

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References

Marketing research book by Naresh K. Malhotra (fifth edition )Indian Journal of Marketing july 2009Indian Journal of Marketing june 2007

Business Today june 2008nokia.co.inmotorola.comOriginal Structure.htm

49999751 24496873 customer satisfaction of nokia mobile in east delhi project

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