Market Research on-“A Study of The satisfaction level of NokiaUsers”

Market Research on-“A Study of The satisfaction level of Nokia Users”

OBJECTIVES:

1.TO STUDY THE SATISFACTION LEVEL OF THE USER OF NOKIA

MOBILE PHONE.

2.TO STUDY THE EFFECTIVE THE SATISFACTION LEVEL OF THE USER

OF NOKIA PHONE.

PGDM-2010-12Section CGroup: 1

Submitted By:

Debajyoti Ghosh HazraKrishna Gopal

Anjani DeepikaDeepti Sharma

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Rajesh Singh Choudhary Navendu kumar

Chapter 1 - Introduction

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Dr. Martin Cooper of Motorola, made the first US analogue mobile phone call on a larger prototype 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 Dynastic prototype in front of reporters. Motorola has a long history of making 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 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 in Bangalore. Over the years, the company has grown manifold with its manpower strength increasing from 450 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 for the company globally.

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

Nokia has been working closely with operators in India to increase the geographical coverage and lower the total cost of ownership for consumers. Today, Nokia has one of the largest distribution network with presence across 1,30,000 outlets. In addition, the company also has Nokia Priority Dealers across the country and Nokia ‗Concept stores' in Bangalore, Delhi, Jaipur, Hyderabad, Chandigarh, Ludhiana, Chennai, Indore and Mumbai to provide customers a complete mobile experience. With the global launch of Ovi, the company's Internet services brand name, Nokia is renewing itself to be at the forefront of the convergence of internet and mobility. From being a product centric company, Nokia is now focusing to become solutions centric. The strategic shift is built on Nokia's bid to retain consumers and empower Nokia device owners to realise the 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.

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Infrastructure business

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

R & D centers

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

The Center in Bangalore, the biggest R&D site in the country comprises S60 Software Organization, 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 of Art, Design and Technology. The first of its kind, the design studio will give Nokia designers and India's talented youth the opportunity to work together on new design ideas for India and the global markets.

Manufacturing in India

Nokia has set up its mobile device manufacturing facility in Chennai, India to meet the burgeoning demand for mobile devices in the country. The manufacturing facility is operational 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 its manufacturing plant in Sriperumbudur, Chennai for the year 2008

Purpose of this Study

Objective 1.To study the satisfaction level of the user of Nokia

mobile Phone.

2.To study the effective the satisfaction level of the userof Nokia phone.

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Chapter 2.Review Literature

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Satisfaction

When we talk about customer satisfaction, we talk about creativity. Creativity allows us to handle or diffuse problems at hand or later on in the process of conducting the everyday business. We talk about how, or rather what, does the organization have to do to gain not only 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 we delivered to a customer met the customer's approval. We want to know if customers are delighted and willing to comeback, and so on. Fleiss and Feldman present examples of that delightful-ness in their writings. Fleiss has written about Ben and Jerry's 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 this point, we fail. Some of the issues that will guarantee failure in sales, satisfaction, and loyalty are: •Employees must adhere to a rigid chain of command• Employees are closely supervised• Conflict—in whatever form—is not allowed• Rewards are based on carrot-and- stick

Brand image

Hide links within definitions Show links within definitions. Impression in the consumers' mind of a brand's total personality (real and imaginary qualities and shortcomings). Brand image is developed over time through advertising campaigns with a consistent theme, and is authenticated through the consumers' direct experience. See also corporate image who are considering a purchase scan their service options and develop a consideration set. Within the consideration set, they develop a hierarchy of brands based on their assessment of Price, Product or Service Features, and Brand Name. Typically, they choose the brand at the top of their hierarchy, if available. If a brand is consistently at the top of their hierarchy, the buyer will be loyal to that brand.

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

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Brand Value

Model

The values each respondent places on price, performance attributes, and brand equity define their value equation for a product or service category. We can derive these values at the respondent level using modified trade-off exercises. A key advantage of the Brand Value Model is that it allows the calculation of utilities and importance's at the individual consumer level. This acknowledges the highly individual nature of the evaluation of products and services in many categories. Furthermore, it permits an exploration of value structures across existing consumer segments or the development of new segments based on the components of the value equation.

We believe the total value of a brand in a particular product/service category is composed of three parts. One part is due to the physical and readily identifiable (and replicable) features of the brand that delivers specific, tangible benefits to the purchaser, thus impacting purchase choice. We call these the tangible product features. The second part is due to some perceived intrinsic value associated with the brand name due to such things as the image transferred to the purchaser, trust, longevity in the marketplace.

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Chapter 3:Methodology

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RESEARCH METHODOLOGY The research methodology that We undertook for the purpose of this study is enumerated Below-

PRIMARY RESEARCH:This consisted questionnaire and interaction from various people. A focus group study will be conducted to design the customer survey questionnaire with a sample size of 125 respondents. The survey was conducted in Shastri Nagar, Meerut.

SECONDARY RESEARCH:Sources of secondary data were primarily the Internet , journals , newspaper, annual report, database available in the library, catalogues and presentations.

RESEARCH DESIGN: DESCRIPTIVEDescriptive studies are well structured, they tend to be rigid and its approach can not be changed every now and then. Descriptive study can be divided in two categories:

(A) Cross sectional

(B) Longitudinal

Descriptive study is undertaken in many circumstances:

1. When the researcher is interested in knowing the characteristics of certain groups such as age, profession.

2. When the researcher is interested in knowing the proportion of people in given population who have behaved in a particular manner, making projection of certain things. The objective of this kind of study is to answer the why, who, what ,when and how of the subject under consideration. we will be taking descriptive because our research includes the knowing the satisfaction level of Nokia .

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TYPES OF QUESTIONS:OPEN ENDED:They give the respondents complete freedom to decide the form, length and detail of the answer. Open questions are preferred when the researchers is interested in knowing what is upper most in the mind of respondents.

DICHOTOMOUS:This type of questions have only two type of answer, yes or no. true or false etc.

MULTIPLE CHOICE QUESTIONS:

In the case of multiple choice question the respondents is offered two or more choices.The researcher exhausts all the possible choices and the respondent has to indicate whichone is applicable in this case.

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Chapter 4 DATA ANALYSIS & INTERPRETATION

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After the data collection, it was compiled, classified and tabulated manually and with help of computer. Then the task of drawing inferences was accomplished with the help of percentage and graphic method. Different suggestions given by me to the Company after analyzing the views of every respondent are also given in the report. Keeping in mind the objectives of the study, the survey was being done and following interpretation was being drawn. The research project on a topic “Study of the satisfaction level of nokia users”is being undertaken, for this we have collected data from 125 respondents through questionnaire and necessary information have been interpreted. These all data are primary , with the help of chi-square , and t-testing data are interpretrated .

Chi-Square test is used to determine if there is a statistically significant difference in the proportions for different groups. To accomplish this, it breaks all outcomes into groups.

t-testing A test of the null hypothesis that the difference between two responses measured on the same statistical unit has a mean value of zero. For example, suppose we measure the size of a cancer patient's tumor before and after a treatment. If the treatment is effective, we expect the tumor size for many of the patients to be smaller following the treatment.

Descriptive research design Descriptive research is used to obtain information concerning the current status of the phenomena 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 which seek 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

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Characteristics of the Respondent :-

We had taken 125 respondents,out of them – 107 were male & 18 were female. 38 were married & 87 were unmarried. 78 were upto 30 yrs &47 were above 30. 26 people were self employed,18 professionals,15 salaried,3 house wives,&16 were students. 113 respondents were university degree holder and above, 11 were high school & only 1 had

got elementary education. The income level of 42 respondents- up to 10,000.

27 respondents –upto 30,000. 5 respondents - upto 50,000. 2 respondents - more than 50,000. 49 respondents –no income.

Characteristics

(N=125) Number

Percentage(%)

Gender MaleFemale

10718

85.614.4

Marital status MarriedUnmarried

3887

30.469.6

Age group Upto 30 yearsAbove 30 years

7847

62.437.6

Occupation Self employed ProfessionalSalaried House wifeStudent

261815363

20.814.412.22.450.4

Education level University degree & aboveHigh school Elementary level

113111

90.48.8.8

Income level

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Upto Rs 10,000Upto Rs 30,000Upto Rs 50,000Greater than 50,000No income

42275249

33.621.64.01.639.2

t-TABLE

WHY YOU LIKE THE BRANDS YOU CHOOSE ABOVE? ADVIRTISEMENTAGE

N MEAN

SD t-VALUE

10-30 78 2.18 1.764

30 and above 47 2.47 1.909

.859 NS

NS-Not significant

WHY YOU LIKE THE BRANDS YOU CHOOSE ABOVE? APPEARANCE

AGE

N MEAN

SD t-VALUE

10-30 78 2.55 1.633

.126 NS

30 and above 47 2.51 1.921

NS-Not significant

WHY YOU LIKE THE BRANDS YOU CHOOSE ABOVE? PRICE

AGE

N MEAN

SD t-VALUE

10-30 78 1.63 1.260

.417 NS

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30 and above 47 1.53 1.231

NS-Not significant

WHY YOU LIKE THE BRANDS YOU CHOOSE ABOVE?FUNCTION

AGE

N MEAN

SD t-VALUE

10-30 78 1.71 1.378

30 and above 47 1.62 1.438

.341 NS

NS-Not significant

WHY YOU LIKE THE BRANDS YOU CHOOSE ABOVE? QUALITY

AGE

N MEAN

SD t-VALUE

10-30 78 1.37 .791 .319 NS

30 and above 47 1.32 1.045

NS-Not significant

WHY YOU LIKE THE BRANDS YOU CHOOSE ABOVE? BRAND IMAGE

AGE

N MEAN

SD t-VALUE

10-30 78 2.05 1.237

30 and above 47 1.47 1.248

2.545**

** significant at .01 level.

WHY YOU LIKE THE BRANDS YOU CHOOSE ABOVE?SERVICE

AGE

N MEAN

SD t-VALUE

10-30 78 1.82 1.326

.462 NS

30 and above 47 1.70 1.488

NS-Not significant

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WHY YOU LIKE THE BRANDS YOU CHOOSE ABOVE?RECOMMENDED BY FRIENDS

AGE

N MEAN

SD t-VALUE

10-30 78 1.74 1.826

1.108 NS

30 and above 47 1.38 1.649

NS-Not significant

WHY YOU LIKE THE BRANDS YOU CHOOSE ABOVE? OTHERS

AGE

N MEAN

SD t-VALUE

10-30

78 .05 .318

1.103 NS

30 and above 47 .00 .000

NS-Not significant

WHICH OF THE FOLLOWING WOULD IMPRESS YOU THE MOST? SLOGANAGE

N MEAN

SD t-VALUE

10-30 78 2.71 1.621

30 and above 47 2.89 2.067

.567 NS

NS-Not significant

WHICH OF THE FOLLOWING WOULD IMPRESS YOU THE MOST? PICTURE

AGE

N MEAN

SD t-VALUE

10-30 78 2.09 1.219

2.689 **

30 and above 47 2.81 1.765

** significant at .01 level.

WHICH OF THE FOLLOWING WOULD IMPRESS YOU THE MOST?COLOR

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AGE

N MEAN

SD t-VALUE

10-30 78 2.18 1.203

.843 NS

30 and above 47 1.98 1.422

NS-Not significant

WHICH OF THE FOLLOWING WOULD IMPRESS YOU THE MOST? STORY

AGE

N MEAN

SD t-VALUE

10-30 78 2.60 1.371

1.952 NS

30 and above 47 2.11 1.387

NS-Not significant

WHICH OF THE FOLLOWING WOULD IMPRESS YOU THE MOST? SPOKESPERSON

AGE N MEAN

SD t-VALUE

10-30 78 2.54 1.807

1.974*

30 and above 47 1.87 1.861

* significant at .05 level

WHICH OF THE FOLLOWING WOULD IMPRESS YOU THE MOST? MUSIC

AGE N MEAN

SD t-VALUE

10-30 78 1.40 1.109

.962 NS

30 and above 47 1.62 1.423

NS-Not significant

WHICH OF THE FOLLOWING WOULD IMPRESS YOU THE MOST? OTHERSAGE N MEA

NSD t-VALUE

10-30 78 2.27 1.9818

530 and above 47 1.13 1.51

33.392 **

** significant at .01 level.

WHICH OF THE FOLLOWING WOULD IMPRESS YOU THE MOST? RECOMMENDED BY FRIENDSAGE

N MEAN

SD t-VALUE

10-30 78 1.72 1.494

1.286 NS

30 and above 47 1.36 1.510

NS-Not significant

WHICH OF THE FOLLOWING WOULD IMPRESS YOU THE MOST? OTHERSAGE

N MEAN

SD t-VALUE

10-30 78 1.14 1.719

2.159*

30 and above 47 .53 1.139

* significant at .05 level.

SPECIFICATION RATING OF NOKIA MOBILE. PRICEAGE N MEA

NSD t-VALUE

10-30 78 3.46 1.065

.254

30 and above

47 3.51 1.019

NS-Not significant

SPECIFICATION RATING OF NOKIA MOBILE.BATTARY BACK UPAGE

N MEAN

SD t-VALUE

10-30 78 2.58 1.190

30 and above 47 2.55 1.332

.103 NS

NS-Not significant

SPECIFICATION RATING OF NOKIA MOBILE. WI-FI/ GPS CONNECTIVITYAGE N MEA

NSD t-VALUE

10-30 78 2.53 1.0119

630 and above

47 2.98 .967 2.459**

** significant at .01 level.

SPECIFICATION RATING OF NOKIA MOBILE.QWERTY KEYBOARD / TOUCHPADAGE

N MEAN

SD t-VALUE

10-30 78 2.90 1.001

.089 NS

30 and above 47 2.91 1.158

NS-Not significant

SPECIFICATION RATING OF NOKIA MOBILE. LOOKS

AGE

N MEAN

SD t-VALUE

10-30 78 2.72 .924 3.77**

30 and above 47 2.79 1.102

** significant at .01 level.

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Chapter 4.Summary and Conclusions

Classification based on satisfactory level

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FINDING THE STUDY

1. Among the total 125 respondents, 85.6 percent of the respondents are male while remaining 14.4 percent of the respondents are female.

2. From the study undertaken, out of the total number of respondents are falling under the age group of 10-50+ years.

3. From the study undertaken, majority of the respondents, (90.4 Percent) are graduates and above and (9.6 Percent) are under graduate.

4. From the survey undertaken, 33.6 percent of the respondents are falling under the income level Rs. below 10000 and 1.6 percent more than 50000 and 39.2 percent are the students who don’t have income.

5. From the survey undertaken, between the educational qualification and the purchase decision of the respondent, it has been found that 90.4 respondents are graduates, of these, 42.94% respondents are depending upon the advertisements for their purchase decision.

6. From the study undertaken, between the age and purchase decision of the respondents, out of 125 respondents, 20 of them are depending upon advertisement for their purchase decision, and 36% respondents are falling under the age group of 21-30 years.

7. 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 not satisfied with this attribute.

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

3. Software Capability:- In the above analysis, 37% of the respondent gave their opinion 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.

Attributes Features Battery Backup

Software compatibility

Audio output Accessories Appearance Built In memory

High satisfied

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

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

Not satisfied

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

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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 respondents gave their opinion as satisfied,24% of the respondents were not satisfied.

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

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

SUGGESTIONS 1. Most of the respondents were satisfied with the price, company image and Battery backup 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 features are admired the respondents, hence this features has to be continued.

3. Regarding built in memory and brand image, a few of the respondents expressed their dissatisfaction. 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 all media to attract customers in rural areas.

5. The sales promotion offers are not impressive. Hence, the company should work towards providing more sales promotion offers to attract the customer‘s .The customers are not satisfied with the price level, so they can better consider the price level.

CONCLUSION

Any research without conclusion is aimless. So, reaching an unbiased and unambiguous conclusion is our requirement.The important product attributes of any Mobile like price and company image have received favorable appreciation from the respondents. Product attributes like battery backup,

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appearances, software compatibility and audio output have also been appreciated. It is certified that the consumer behavior concept is an unpredictable one in any kind of market .But this study has attempted its best to reveal the same. The project titled, helped us “A Study of The satisfaction level of NokiaUsers”to find out the attitude of people towards advertisement and also the effect of advertisement on their buying behavior. Building of brand image plays a very important role in the eyes of the customer for the future Prospect. Advertisement also plays a major role when it comes to buying a new product of that company.

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CHAPTER – 6 Bibiolography

REFERENCES BOOKS:

Marketing Management : Philip Kottler Marketing Research : Philip Kottler & Others Marketing research book by Naresh K. Malhotra (fifth edition )

Indian Journal of Marketing july 2009

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Indian Journal of Marketing june 2007

Business Today june 2008

SEARCH ENGINES: http://www.scribd.com

http://www.wikipedia.com

http://www.nokia.com

http://www.google.com

http://www.nokia.co.in

http://www.motorola.com

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Appendix

QUESTIONNAIRE

Section- A Personal information

1. Name-…………………………………………………………

2. Gender- Male ( ) Female ( )

3. Martial status- Married( ) single ( )

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4. Age Group- ( ) 10- 20 ( ) 20- 30 ( ) 30-50 ( ) 50 & above

5. Occupation ( ) Self Employed ( ) Professional ( ) Salaried ( ) House wife ( ) Student ( ) Others ……………………….

6. Education Level ( ) University degree & above ( ) High School ( ) Elementary Level ( ) Illiterate

7. Income Level( per month) ( ) Rs.10000 ( ) Rs.30000 ( ) Rs.50000 ( ) Greater than Rs.50000 ( ) No Income

Section B: About Mobile Phone

8) Beside Nokia, which mobile phone(s) you are using.

A) Nokia B) Samsung

C) Sony Ericson D) LG E) Motorola F) iphone

G) blackberry H) Others(Specify)

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9) please write the model of your phone.

(example:Nokia1100,Ericsonk800i, etc)

10) How long you have been using the mobile phone?

o Less then 1 year

o 1 – 2 years

o 2 – 4 years

o Above 4 years

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30

31

I) Others ………….......................

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19) Do you think prolonged use(use under long period) of mobile phone would cause health problem e.g.cancer

o Yes

o No

o No comment

20) Where did you often see the mobile advertisement multipal option?

A) TV B) News paper

C) Magazine D) Online

E) Outdoor F) Radio

G) Leaflets 33

H) Other please specify

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26) From where did you get the information about Nokia Handsets? A) Internet B) Newspaper C ) TV ad D ) Relatives/ Friends E) If others , Please Specify……………………………

27) Did You Find any difficulty in looking for Nokia Outlets? A) Yes B) No 28) Please tick one-

SPECIFICATIONS/ RATINGS

1POOR

2(SATISFACTORY)

3GOOD

4VERY

5EXCELLENT

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GOOD

1. Price2. Battery

Backup3. Wi-Fi /GPS

connectivity4. Qwerty

keyboard/ touchpad

5. Looks6. Advertising7. Business related

features

29) What was the most striking feature of the NOKIA handsets that prompted you to buy NOKIA handset?

…………………………………………………………………………………….

…………………………………………………………………………………….

30) What additional features would you like to have in your Handset? Please specify.…………………………………………………………………………………….

…………………………………………………………………………… ……….31) If you get an option to change your handset, would you stick with NOKIA or go in for any other company. If no please mention the name of the company. A) YES B) NO ………………………………………………

32) Would you suggest others to buy NOKIA Handset? A) YES B) NO

33) please rank from 1-5 regarding customer care services of your handset.1. very satisfied 2.quite satisfied 3.neutral 4.quite dissatisfied.

34)Do you think that period of warranty of nokia is satisfactory?

1.YES ( ) 2.NO ( ) 3.Can’t say ( )

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35)Number of nokia handsets users in your family:-

1.one ( )

2.Two ( )

3.Three ( ) 4.Four ( )

5.More than four ( )

36)Type of handset you are using:-

1.Black and white ( ) 2.Color ( ) 3.Qwerty keypad ( )4.Touch screen ( )

37) Do you think Nokia is dominating over handset industry

1. Yes ( ) 2. No ( ) 3.Can’t say ( )

38) what was your first Nokia mobile handset

39) How is camera quality of Nokia.Give rank between 1-5.please tick only one.

1.very low ( )

2.low ( )

3.medium ( )

4.High ( )

5. very high ( )

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40) Do you think that your trust has increased after incident of replacement of batteries(BL-5C)

1.yes ( ) 2. No ( ) 3. Can’t say ( )

41) Are you aware of recycling of Nokia handset :-

1.Yes ( ) 2. No ( ) 3. Can’t say ( )

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