PROJECT REPORT ON COMPARISON OF DIFFERENT MOBILE SETS COMPANIES SERVICES

A Project report submitted to Panjab University, Chandigarh In partial fulfillment of degree course of BECHELOR OF BUSINESS ADMINISTRATION Session 2009-10

SUBMITTED TO Mrs. Pooja Mittal Lect. In Management

SUBMITTED BY Reetinder Singh Brar B.B.A. Final Roll No. 2401 Univ. Regd. No. 15107000135

KAMLA LOHTIA SANATAN DHARMA COLLEGE, LUDHIANA CERTIFICATE

This is certify that the project, entitle, COMPARISON OF DIFFERENT MOBILE SETS COMPANIES SERVICES has submitted to the Panjab University, Chandigarh, in the partial fulfillment of the requirement for the degree of BACHELOR OF BUSINESS ADMINISTRATION, is a bonafide research work, carried out by REETINDER SINGH BRAR under my supervision and that no part his project report has been submitted for any other degree. The assistance and help receiving during the course of investigation has been fully acknowledged. Univ. Regd. No. 15107000135 Mrs. Pooja Mittal Lect. In Business Administration Kamla Lohtia S.D. College, Ludiana

ACKNOWLEDGEMENT
First of all, I would like to thank Almighty GOD, because without his blessing, the undertaken project was not possible for me. My special thanks to honorable Principal of this institute Saleem for providing all the necessary facilities. With high reference, I express my utmost of Mrs. Pooja Mittal for providing her excellent guidance at all stages of development of my study. I also wish to acknowledge my gratitude Mr. Rajesh Marwaha for superb guidance, valuable inputs and encouraging attitude. Hearted thanks to all my seniors for their help during the course of my study. Mohd.

REETINDER SINGH BRAR

CONTENTS
1INTRODUCTION 2RESEARCH METHODOLOGY 3ANALYSIS AND INTERPRETATION 4FINDINGS OF THE STUDY 5SUGGESTIONS 6CONCLUSION 7BIBLIOGRAPHY 8QUESTIONNAIRE

INTRODUCTION

A mobile phone (also known as a handphone, wireless phone, cell phone, cellular phone, cellular telephone or cell telephone) is a long-range, electronic device used for mobile voice or data communication over a network of specialized base stations known as cell sites. In addition to the standard voice function of a mobile phone, telephone, current mobile phones may support many additional services, and accessories, such as SMS for text messaging, email, packet switching for access to the Internet, gaming, Bluetooth, infrared, camera with video recorder and MMS for sending and receiving photos and video, MP3 player, radio and GPS. Most current mobile phones connect to a cellular network of base stations (cell sites), which is in turn interconnected to the public switched telephone network (PSTN) (the exception is satellite phones). A mobile phone proper typically has a telephone keypad, more advanced devices have a separate key for each letter. Some mobile phones have a touchscreen.

HISTORY
In 1908, U.S. Patent 887,357 for a wireless telephone was issued in to Nathan B. Stubblefield of Murray, Kentucky. He applied this patent to "cave radio" telephones and not directly to cellular telephony as the term is currently understood.[2] Cells for mobile phone base stations were invented in 1947 by Bell Labs engineers at AT&T and further developed by Bell Labs during the 1960s. Radiophones have a long and varied history going back to Reginald Fessenden's invention and shore-to-ship demonstration of radio telephony, through the Second World War with military use of radio telephony links and civil services in the 1950s, while handheld cellular radio devices have been available since 1973. A patent for the first wireless phone as we know today was issued in US Patent Number 3,449,750 to George Sweigert of Euclid, Ohio on June 10, 1969. In 1945, the zero generation (0G) of mobile telephones was introduced. 0G mobile

phones, such as Mobile Telephone Service, were not cellular, and so did not feature "handover" from one base station to the next and reuse of radio frequency channels. Like other technologies of the time, it involved a single, powerful base station covering a wide area, and each telephone would effectively monopolize a channel over that whole area while in use. The concepts of frequency reuse and handoff as well as a number of other concepts that formed the basis of modern cell phone technology are first described in U.S. Patent 4,152,647 , issued May 1, 1979 to Charles A. Gladden and Martin H. Parelman, both of Las Vegas, Nevada and assigned by them to the United States Government. This is the first embodiment of all the concepts that formed the basis of the next major step in mobile telephony, the Analog cellular telephone. Concepts covered in this patent (cited in at least 34 other patents) also were later extended to several satellite communication systems. Later updating of the cellular system to a digital system credits this patent. Martin Cooper, a Motorola researcher and executive is widely considered to be the inventor of the first practical mobile phone for handheld use in a non-vehicle setting. Cooper is the inventor named on "Radio telephone system" filed on October 17, 1973 with the US Patent Office and later issued as US Patent 3,906,166. Using a modern, if somewhat heavy portable handset, Cooper made the first call on a handheld mobile phone on April 3, 1973 to a rival, Dr. Joel S. Engel of Bell Labs. The first commercial citywide cellular network was launched in Japan by NTT in 1979. Fully automatic cellular networks were first introduced in the early to mid 1980s (the 1G generation). The Nordic Mobile Telephone (NMT) system went online in Denmark, Finland, Norway and Sweden in 1981. In 1983, Motorola DynaTAC was the first approved mobile phone by FCC in the United States. In 1984, Bell Labs developed modern commercial cellular technology (based, to a large extent, on the Gladden, Parelman Patent), which employed multiple, centrally controlled base stations (cell sites), each providing service to a small area (a cell). The cell sites would be set up such that cells partially overlapped. In a cellular system, a signal between a base station (cell site) and a terminal (phone) only need be strong enough to reach between the two, so the same channel can be used simultaneously for separate conversations in different cells.

Cellular systems required several leaps of technology, including handover, which allowed a conversation to continue as a mobile phone traveled from cell to cell. This system included variable transmission power in both the base stations and the telephones (controlled by the base stations), which allowed range and cell size to vary. As the system expanded and neared capacity, the ability to reduce transmission power allowed new cells to be added, resulting in more, smaller cells and thus more capacity. The evidence of this growth can still be seen in the many older, tall cell site towers with no antennae on the upper parts of their towers. These sites originally created large cells, and so had their antennae mounted atop high towers; the towers were designed so that as the system expandedand cell sizes shrankthe antennae could be lowered on their original masts to reduce range. The first "modern" network technology on digital 2G (second generation) cellular technology was launched by Radiolinja (now part of Elisa Group) in 1991 in Finland on the GSM standard which also marked the introduction of competition in mobile telecoms when Radiolinja challenged incumbent Telecom Finland (now part of TeliaSonera) who ran a 1G NMT network. The first data services appeared on mobile phones starting with person-to-person SMS text messaging in Finland in 1993. First trial payments using a mobile phone to pay for a Coca Cola vending machine were set in Finland in 1998. The first commercial payments were mobile parking trialled in Sweden but first commercially launched in Norway in 1999. The first commercial payment system to mimick banks and credit cards was launched in the Philippines in 1999 simultaneously by mobile operators Globe and Smart. The first content sold to mobile phones was the ringing tone, first launched in 1998 in Finland. The first full internet service on mobile phones was i-Mode introduced by NTT DoCoMo in Japan in 1999. In 2001 the first commercial launch of 3G (Third Generation) was again in Japan by NTT DoCoMo on the WCDMA standard. Until the early 1990s, most mobile phones were too large to be carried in a jacket pocket, so they were typically installed in vehicles as car phones. With the miniaturization of digital components and the development of more sophisticated batteries, mobile phones have become smaller and lighter.

HANDSETS
A Nokia mobile sets Nokia is currently the world's largest manufacturer of mobile phones, with a global device market share of approximately 40% in 2008. Other major mobile phone manufacturers (in order of market share) include Samsung (14%), Motorola (14%), Sony Ericsson (9%) and LG (7%). These manufacturers account for over 80% of all mobile phones sold and produce phones for sale in most countries. Other manufacturers include Apple Inc., Audiovox (now UTStarcom), Benefon, BenQSiemens, CECT, High Tech Computer Corporation (HTC), Fujitsu, Kyocera, Mitsubishi Electric, NEC, Neonode, Panasonic, Palm, Matsushita, Pantech Wireless Inc., Philips, Qualcomm Inc., Research in Motion Ltd. (RIM), Sagem, Sanyo, Sharp, Siemens, Sendo, Sierra Wireless, SK Teletech, Sonim Technologies,Spice, T&A Alcatel, Huawei, Trium and Toshiba. There are also specialist communication systems related to (but distinct from) mobile phones. There are several categories of mobile phones, from basic phones to feature phones such as musicphones and cameraphones, to smartphones. The first smartphone was the Nokia 9000 Communicator in 1996 which incorporated PDA functionality to the basic mobile phone at the time. As miniaturisation and increased processing power of microchips has enabled ever more features to be added to phones, the concept of the smartphone has evolved, and what was a highend smartphone five years ago, is a standard phone today. Several phone series have been introduced to address a given market segment, such as the RIM BlackBerry focusing on enterprise/corporate customer email needs; the SonyEricsson Walkman series of musicphones and Cybershot series of cameraphones; the Nokia N-Series of multimedia phones; and the Apple iPhone which provides full-featured web access and multimedia capabilities.

FEATURES
Mobile phones often have features beyond sending text messages and making voice calls, including call registers, GPS navigation, music (MP3) and video (MP4) playback, RDS radio receiver, alarms, memo and document recording, personal organiser and personal digital assistant

functions, ability to watch streaming video or download video for later viewing, video calling, built-in cameras (3.2+ Mpx) and camcorders (video recording), with autofocus and flash, ringtones, games, PTT, memory card reader (SD), USB (2.0), infrared, Bluetooth (2.0) and WiFi connectivity, instant messaging, Internet e-mail and browsing and serving as a wireless modem for a PC, and soon will also serve as a console of sorts to online games and other high quality games. Some phones includes touchscreen. The total value of mobile data services exceeds the value of paid services on the Internet, and was worth 31 billion dollars in 2006 (source Informa). The largest categories of mobile services are music, picture downloads, videogaming, adult entertainment, gambling, video/TV. Nokia and the University of Cambridge are showing off a bendable cell phone called Morph.

APPLICATIONS
The most commonly used data application on mobile phones is SMS text messaging, with 74% of all mobile phone users as active users (over 2.4 billion out of 3.3 billion total subscribers at the end of 2007). SMS text messaging was worth over 100 billion dollars in annual revenues in 2007 and the worldwide average of messaging use is 2.6 SMS sent per day per person across the whole mobile phone subscriber base. (source Informa 2007). The first SMS text message was sent from a computer to a mobile phone in 1992 in the UK, while the first person-to-person SMS from phone to phone was sent in Finland in 1993. The other non-SMS data services used by mobile phones were worth 31 Billion dollars in 2007, and were led by mobile music, downloadable logos and pictures, gaming, gambling, adult entertainment and advertising (source: Informa 2007). The first downloadable mobile content was sold to a mobile phone in Finland in 1998, when Radiolinja (now Elisa) introduced the downloadable ringing tone service. In 1999 Japanese mobile operator NTT DoCoMo introduced its mobile internet service, i-Mode, which today is the world's largest mobile internet service and roughly the same size as Google in annual revenues. The first mobile news service, delivered via SMS, was launched in Finland in 2000. Mobile news services are expanding with many organisations providing "on-demand" news

services by SMS. Some also provide "instant" news pushed out by SMS. Mobile telephony also facilitates activism and public journalism being explored by Reuters and Yahoo! and small independent news companies such as Jasmine News in Sri Lanka. Companies like Monster.com are starting to offer mobile services such as job search and career advice. Consumer applications are on the rise and include everything from information guides on local activities and events to mobile coupons and discount offers one can use to save money on purchases. Even tools for creating websites for mobile phones are increasingly becoming available. Mobile payments were first trialled in Finland in 1998 when two Coca-Cola vending machines in Espoo were enabled to work with SMS payments. Eventually the idea spread and in 1999 the Philippines launched the first commercial mobile payments systems, on the mobile operators Globe and Smart. Today mobile payments ranging from mobile banking to mobile credit cards to mobile commerce are very widely used in Asia and Africa, and in selected European markets. For example in the Philippines it is not unusual to have one's entire paycheck paid to the mobile account. In Kenya the limit of money transfers from one mobile banking account to another is one million US dollars. In India paying utility bills with mobile gains a 5% discount. In Estonia the government found criminals collecting cash parking fees, so the government declared that only mobile payments via SMS were valid for parking and today all parking fees in Estonia are handled via mobile and the crime involved in the activity has vanished. Mobile Applications are developed using the Six M's (previously Five M's) servicedevelopment theory created by the author Tomi Ahonen with Joe Barrett of Nokia and Paul Golding of Motorola. The Six M's are Movement (location), Moment (time), Me (personalization), Multi-user (community), Money (payments) and Machines (automation). The Six M's / Five M's theory is widely referenced in the telecoms applications literature and used by most major industry players. The first book to discuss the theory was Services for UMTS by Ahonen & Barrett in 2002.

MEDIA

The mobile phone became a mass media channel in 1998 when the first ringing tones were sold to mobile phones by Radiolinja in Finland. Soon other media content appeared such as news, videogames, jokes, horoscopes, TV content and advertising. In 2006 the total value of mobile phone paid media content exceeded internet paid media content and was worth 31 Billion dollars (source Informa 2007). The value of music on phones was worth 9.3 Billion dollars in 2007 and gaming was worth over 5 billion dollars in 2007 (source Netsize Guide 2008). The mobile phone is often called the Fourth Screen (if counting cinema, TV and PC screens as the first three) or Third Screen (counting only TV and PC screens). It is also called the Seventh of the Mass Media (with Print, Recordings, Cinema, Radio, TV and Internet the first six). Most early content for mobile tended to be copies of legacy media, such as the banner advertisement or the TV news highlight video clip. Recently unique content for mobile has been emerging, from the ringing tones and ringback tones in music to "mobisodes," video content that has been produced exclusively for mobile phones. The advent of media on the mobile phone has also produced the opportunity to identify and track Alpha Users or Hubs, the most influential members of any social community. AMF Ventures measured in 2007 the relative accuracy of three mass media, and found that audience measures on mobile were nine times more accurate than on the internet and 90 times more accurate than on TV.

POWER SUPPLY
Mobile phones generally obtain power from batteries, which can be recharged from a USB port, from portable batteries, from mains power or a cigarette lighter socket in a car using an adapter (often called battery charger or wall wart) or from a solar panel or a dynamo (that can also use a USB port to plug the phone). Formerly, the most common form of mobile phone batteries were nickel metal-hydride, as they have a low size and weight. Lithium-Ion batteries are sometimes used, as they are lighter and do not have the voltage depression that nickel metal-hydride batteries do. Many mobile phone manufacturers have now switched to using lithium-Polymer batteries as opposed to the older Lithium-Ion, the main advantages of this being even lower weight and the possibility to make the battery a shape other than strict cuboid. Mobile phone manufacturers have been

experimenting with alternative power sources, including solar cells.

SIM CARD
Typical mobile phone SIM card In addition to the battery, GSM mobile phones require a small microchip, called a Subscriber Identity Module or SIM Card, to function. Approximately the size of a small postage stamp, the SIM Card is usually placed underneath the battery in the rear of the unit, and (when properly activated) stores the phone's configuration data, and information about the phone itself, such as which calling plan the subscriber is using. When the subscriber removes the SIM Card, it can be re-inserted into another phone and used as normal. Each SIM Card is activated by use of a unique numerical identifier; once activated, the identifier is locked down and the card is permanently locked in to the activating network. For this reason, most retailers refuse to accept the return of an activated SIM Card. Those cell phones that do not use a SIM Card have the data programmed in to their memory. This data is accessed by using a special digit sequence to access the "NAM" as in "Name" or number programming menu. From here, one can add information such as a new number for your phone, new Service Provider numbers, new emergency numbers, change their Authentication Key or A-Key code, and update their Preferred Roaming List or PRL. However, to prevent someone from accidentally disabling their phone or removing it from the network, the Service Provider puts a lock on this data called a Master Subsidiary Lock or MSL. The MSL also ensures that the Service Provider gets payment for the phone that was purchased or "leased". For example, the Motorola RAZR V9C costs upwards of CAD $500. You can get one for approximately $200, depending on the carrier. The difference is paid by the customer in the form of a monthly bill. If the carrier did not use a MSL, then they may lose the $300$400 difference that is paid in the monthly bill, since some customers would cancel their service and take the phone to another carrier. The MSL applies to the SIM only so once the contract has been completed the MSL still applies to the SIM. The phone however, is also initially locked by the manufacturer into the Service Providers MSL. This lock may be disabled so that the phone can use other Service

Providers SIM cards. Most phones purchased outside the US are unlocked phones because there are numerous Service Providers in close proximity to one another or have overlapping coverage. The cost to unlock a phone varies but is usually very cheap and is sometimes provided by independent phone vendors. Having an unlocked phone is extremely useful for travelers due to the high cost of using the MSL Service Providers access when outside the normal coverage areas. It can cost sometimes up to 10 times as much to use a locked phone overseas as in the normal service area, even with discounted rates. For example, in Jamaica, an AT&T subscriber might pay in excess of US$1.65 per minute for discounted international service while a B-Mobile (Jamaican) customer would pay US$0.20 per minute for the same international service. Some Service Providers focus sales on international sales while others focus on regional sales. For example, the same B-Mobile customer might pay more for local calls but less for international calls than a subscriber to the Jamaican national phone C&W (Cable & Wireless) company. These rate differences are mainly due to currency variations because SIM purchases are made in the local currency. In the US, this type of service competition does not exist because some of the major Service Providers do not offer Pay-As-You-Go services. [Needs Pay-As-You-Go references, rumored T-Mobile,Verizon provide one, AT&T does not as of 12/2008]

TERMINOLOGY RELATED NON-MOBILE-PHONE SYSTEMS

CAR PHONE A type of telephone permanently mounted in a vehicle, these often have more powerful transmitters, an external antenna and loudspeaker for handsfree use. They usually connect to the same networks as regular mobile phones. CORDLESS TELEPHONE (PORTABLE PHONE) Cordless phones are telephones which use one or more radio handsets in place of a wired handset. The handsets connect wirelessly to a base station, which in turn connects to a conventional land line for calling. Unlike mobile phones, cordless phones use private base stations (belonging to the land-line subscriber), and which are not shared. PROFESSIONAL MOBILE RADIO Advanced professional mobile radio systems can be very similar to mobile phone systems. Notably, the IDEN standard has been used as both a private trunked radio system as well as the technology for several large public providers. Similar attempts have even been made to use TETRA, the European digital PMR standard, to implement public mobile networks. RADIO PHONE This is a term which covers radios which could connect into the telephone network. These phones may not be mobile; for example, they may require a mains power supply, they may require the assistance of a human operator to set up a PSTN phone call. SATELLITE PHONE This type of phone communicates directly with an artificial satellite, which in turn relays calls to a base station or another satellite phone. A single satellite can provide coverage to a much greater area than terrestrial base stations. Since satellite phones are costly, their use is typically limited to people in remote areas where no mobile phone coverage exists, such as mountain climbers, mariners in the open sea, and news reporters at disaster sites.

ABOUT LG

LG Electronics (KRX: 066570, LSE: LGLD), is the world's second-biggest maker of televisions and third-biggest maker of mobile phones. With its headquarters in the LG Twin Towers in Yeouido, Seoul, South Korea, LG Electronics is the flagship company of LG Group, one of the world's largest conglomerates. The company has 75 subsidiaries worldwide that design and manufacture televisions, home appliances, and telecommunications devices. LG Electronics owns Zenith Electronics and controls 37.9 percent of LG Display. By 2005, LG was a Top 100 global brand, and in 2006, LG recorded a brand growth of 14%. Now the world's largest plasma panel manufacturer, its affiliate, LG Display, is one of the largest manufacturers of liquid crystal displays. Also in 2006, the company's mobile phone division, LG Mobile, marketed the LG Chocolate phone, changing the company's image of the maker of thick 3G phones. It now focuses on the design and marketing of phones such as the LG Shine, the LG Glimmer and LG Prada (KE850). As a result, the company was picked as "The Design Team of the Year" by the Red Dot Design Award in 2006~2007 and is often called the "New Apple" in the industry and online communities.

Billboards at Dundas Square in Toronto, Canada, featuring an LG advertisement.

LG logo in Madrid, Spain.

In 2006, its net income was $226 million, on total revenues of $24.7 billion.

COMPANY HISTORY
The company was originally established in 1958 as GoldStar, producing radios, TVs, refrigerators, washing machines, and air conditioners. The LG Group was a merger of two Korean companies, Lucky and GoldStar, from which the abbreviation of LG was derived. The current "Life's Good" slogan is a backronym. Before the corporate name change to LG, household products were sold under the brand name of Lucky, while electronic products were sold under the brand name of GoldStar (Hangul:). In 1994 GoldStar gained sponsorship from The 3DO Company to make the first 3DO Interactive multiplayer. In 1995, GoldStar was renamed LG Electronics, and acquired Zenith Electronics of the United States. LG Solar Energy is a subsidiary formed in 2007 to allow LG Chem to supply polysilicon to LG Electronics for production of solar cells. In 2008, LG took its first dive into the solar-panel manufacturing pool, as it announced a preliminary deal to form a joint venture with Conergy. Under the deal, set to be completed by year's end, LG would acquire a 75 percent stake in Conergy's Frankfurt solar-panel plant[5]

BUSINESS DIVISIONS
MOBILE COMMUNICATIONS LG Electronics is the world's third largest handset maker. DIGITAL APPLIANCE The home appliance division makes products like refrigerators, air conditioners and washing machines. Its 2007 sales totaled KRW 11.8 trillion, accounting for 29% of the company's total revenue. The division's profit was KRW 717.1 billion. About 35% of the company's home appliance revenue comes from the North American market. DIGITAL DISPLAY Plasma TVs, LCD TVs, Micro Display Panel TVs, Monitors, PDP Modules, OLED Panels, USB Memory, Flat Panel Computer Monitors

DIGITAL MEDIA Home Theater Systems, DVD Recorders, Super Multi DVD Rewriters, CDRW, Notebook PCs, Desktop PCs, PDAs, PDA Phones, MP3 Players, New Karaoke Systems, Car Infotainment.

ELECTRONICS

LG Telecom LG Display

LG TELECOM
INTRODUCTION TO LG MOBILE PHONE For those who tend to need a phone that is sturdier, LG mobile phones will fit your style. Though LG mobile phones come in a variety of styles and sizes, for the on-the-go user who is hard on mobile phones, the trim line sliders that are popular may not meet your needs. On the other hand, LG mobile phones have styles to meet every need. You will not miss any of the great features if you want a phone that is larger in size because of the way a phone that is larger in size because of the may you use your phone. Everything you want is available in each of the LG mobile phones. LG mobile phones are built not only for the user who needs something larger and sturdier but also for the user who enjoy the trim and sleek look of the slider phone. The large variety of mobile phones that LG offers makes it easy for everyone to find something that will meet their needs. While some manufacturers delve only in what the public wants at the present time, LG mobile phones tend to offer enough variety for everyone. If you're looking for a media player and a good camera phone, an LG mobile phone will fit the bill. If you read the LG mobile phone reviews you will see the reliability that is built into these phones in spite of the various multi-media products and other features that are standard fare with mobile phones in the 21st century. There is no lack of variety in the LG mobile phones - several pages of models are available online. In fact, this manufacturer has so many different models that it can be difficult for a person to make a choice.

LG mobile phones have a long history of quality and durability unlike some the newer mobile phones that enter today's market. One can read LG mobile phone reviews without enduring a long list of people complaining about problems with the phone they have. That doesn't mean there are not problems because no mobile phone is free from defects, but it appears that LG mobile phones are less susceptible to breakdowns than those of competitors. If you are looking for a mobile phone that is reliable, durable and with the same features as other phones on the market today, an LG mobile phone will certain meet your requirements. You have your choice in a trim line slider phone, flip phone, or a basic phone on which to conduct your personal or business communications. The features on each phone may be limited by your individual carrier, but you will definitely find the phone you want with camera, media player and text messaging capabilities. Choose carefully when you select your LG mobile phone so that you choose the exact phone you need. With some many models from which to choose, it can be easy to rush into making a selection without looking at everything that is available. If this is your first experience with LG mobile phones, make the choice to read LG mobile phone reviews on any model you are considering.

NOKIA MOBILE PHONES

Nokia Nokia Corporation Type Founded Founder(s) Headquarters Public Oyj (OMX: NOK1V, NYSE: NOK, FWB: NOA3) Tampere, Finland (1865) incorporated in Nokia (1871) Fredrik Idestam Espoo, Finland

Area served Key people

Worldwide Kari Kairamo, CEO in the 1980s Olli-Pekka Kallasvuo, President & CEO Jorma Ollila, Chairman Telecommunications Internet Computer software Mobile phones Smartphones Multimedia computers Networks (See products listing) Services and Software Online services 50.722 bn (2008) 4.966 bn (2008) 128,445 as of December 31, 2008 Nokia Siemens Networks Vertu Navteq Qt Software Nokia.com

Industry

Products

Services Revenue Operating income Employees

Subsidiaries

Website

Nokia Corporation (pronounced [nki] in Finnish) (OMX: NOK1V, NYSE: NOK, FWB: NOA3) is a Finnish multinational communications corporation, headquartered in Keilaniemi, Espoo, a city neighbouring Finland's capital Helsinki. Nokia is focused on wireless and wired telecommunications, with 128,445 employees in 120 countries, sales in more than 150 countries and global annual revenue of 50.7 billion euros and operating profit of 5.0 billion as of 2008. It is the world's largest manufacturer of mobile telephones: its global device market share was about 37% in Q4 of 2008, down from 40% in Q4 2007 and down from 38% sequentially. Nokia produces mobile phones for every major market segment and protocol, including GSM, CDMA, and W-CDMA (UMTS). Nokia's subsidiary Nokia Siemens Networks produces

telecommunications network equipments, solutions and services. Nokia has sites for research and development, manufacture and sales in many continents throughout the world. As of March 2008, Nokia had R&D centers in 10 countries and employed 30,415 people in research and development, representing approximately 27% of Nokias total workforce. The Nokia Research Center, founded in 1986, is Nokia's industrial research unit of about 800 researchers, engineers and scientists.[4] It has sites in seven countries: Finland, Denmark, Germany, China, Japan, United Kingdom and United States. Besides its NRCs, in 2001 Nokia founded (and owns) INdT Nokia Institute of Technology, a R&D institute located in Brazil. Nokia's production facilities are located at Espoo, Oulu and Salo, Finland; Manaus, Brazil; Beijing, Dongguan and Suzhou, China; Fleet, England; Komrom, Hungary; Chennai, India; Reynosa, Mexico; Jucu, Romania and Masan, South Korea. Nokia's Design Department remains in Salo, Finland. Nokia plays a very large role in the economy of Finland: it is by far the largest Finnish company, accounting for about a third of the market capitalization of the Helsinki Stock Exchange (OMX Helsinki) as of 2007; a unique situation for an industrialized country. [7] It is an important employer in Finland and several small companies have grown into large ones as Nokia's subcontractors. Nokia increased Finland's GDP by more than 1.5% in 1999 alone. In 2004 Nokia's share of the Finland's GDP was 3.5% and accounted for almost a quarter of Finland's exports in 2003. In 2006, Nokia generated revenue that for the first time exceeded the state budget of Finland. Finns have ranked Nokia many times as the best Finnish brand and employer. The Nokia brand, valued at $35.9 billion, is listed as the fifth most valuable global brand in Interbrand/BusinessWeek's Best Global Brands list of 2008 (first non-US company). It is the number one brand in Asia (as of 2007) and Europe (as of 2008), the 42nd most admirable company worldwide in Fortune's World's Most Admired Companies list of 2009 (third in Network Communications, seventh non-US company), and is the world's 88th largest company in Fortune Global 500 list of 2008, up from 119 of the previous year. As of 2008, AMR Research ranks Nokia's global supply chain number two in the world. A lot of brands selling and manufacturing cell phones and mobiles are in the market but

Nokia cell phones are the leaders in the race. With over a dozen varieties and models lining up every day the customer is left in confusion as to what to buy. With the market gearing up with new companies in the foray Nokia manufactures have accepted the challenge. They are coming up with latest technologies being put to test. The company believes in customer satisfaction and that is the success of their being the leaders in cell phones. History

Fredrik Idestam, founder of Nokia.

The Nokia House, Nokia's head office located by the Gulf of Finland in Keilaniemi, Espoo, was constructed between 1995 and 1997. It is the workplace of more than 1,000 Nokia employees.

FIRST MOBILE PHONES

Nokia had been producing commercial and military mobile radio communications technology since the 1960s. Since 1964 Nokia had developed VHF-radio simultaneously with Salora Oy, which later in 1971 also developed the ARP-phone. In 1979 the merger of these two companies resulted in the establishment of Mobira Oy. Mobira began developing mobile phones for the NMT (Nordic Mobile Telephony) network standard, the first fully-automatic cellular phone system that went online in the 1980s. In 1982 Mobira introduced its first car phone, the Mobira Senator for NMT-450 networks.

The Mobira Cityman 200, Nokia's NMT-900 mobile phone from the early 1990s. Nokia bought Salora Oy in 1984 and now owning 100% of the company, changed the company's telecommunication branch name to Nokia-Mobira Oy. The Mobira Talkman, launched in 1984, was one of the world's first transportable phones. In 1987, Nokia introduced one of the world's first handheld phones, the Mobira Cityman 900 for NMT-900 networks

(which offered a better signal, yet a shorter roam). While the Mobira Senator of 1982 had weighed 9.8 kg (22 lb) and the Talkman just under 5 kg (11 lb), the Mobira Cityman weighed only 800 g (28 oz) with the battery and had a price tag of 24,000 Finnish marks (approximately 4,560). Despite the high price, the first phones were almost snatched from the sales assistants hands. Initially, the mobile phone was a "yuppie" product and a status symbol. In 1988, Jorma Nieminen, resigning from the post of CEO of the mobile phone unit, along with two other employees from the unit, started a notable mobile phone company of their own, Benefon Oy. One year later, Nokia Mobira Oy became Nokia Mobile Phones and in 1991 the first GSM phone was launched.

INVOLVEMENT IN GSM
Nordic Mobile Telephony was the world's first mobile telephony standard that enabled international roaming, and provided valuable experience for Nokia for its close participation in developing GSM (Global System for Mobile Communications). It is a digital standard which came to dominate the world of mobile telephony in the 1990s, in mid-2006 accounting for about two billion mobile telephone subscribers in the world, or about 80 percent of the total, in more than 200 countries. The world's first commercial GSM call was made in 1991 in Helsinki over a Nokia-supplied network, by then Prime Minister of Finland Harri Holkeri, using a Nokia phone.

NETWORKING EQUIPMENT
In the 1970s, Nokia became more involved in the telecommunications industry by developing the Nokia DX200, a digital switch for telephone exchanges. In 1982, a DX200 switch became the world's first digital telephone switch to be put into operational use. The DX200 became the workhorse of the network equipment division. Its modular and flexible architecture enabled it to be developed into various switching products. For a while in the 1970s, Nokia's network equipment production was separated into Telefenno, a company jointly owned by the parent corporation and by a company owned by the Finnish state. In 1987 the state sold its shares to Nokia and in 1992 the name was changed to Nokia Telecommunications.

In the 1970s and 1980s Nokia developed the Sanomalaitejrjestelm ("Message device system") for Finnish Defence Forces.

PERSONAL COMPUTERS
In the 1980s, Nokia produced a series of personal computers called MikroMikko. However, the PC division was sold to ICL, which later became part of Fujitsu. That company later transferred its personal computer operations to Fujitsu Siemens Computers, which shut down its only factory in Finland (in the town of Espoo, where computers had been produced since the 1960s) at the end of March 2000, thus ending large-scale PC manufacturing in the country. Nokia was also known for producing very high quality CRT displays for PC and larger systems application. The CRT division was sold to Viewsonic in 2000.

CHALLENGES OF GROWTH
In the 1980s, during the era of its CEO Kari Kairamo, Nokia expanded into new fields, mostly by acquisitions. In the late 1980s and early 1990s, the corporation ran into serious financial problems, a major reason being its heavy losses by the television manufacturing division (these problems probably contributed to Kairamo taking his own life in 1988). Nokia responded by streamlining its telecommunications divisions, and by divesting itself of the television and PC divisions. Jorma Ollila, who became the CEO in 1992, made a strategic decision to concentrate solely on telecommunications. Thus, during the rest of the 1990s, Nokia continued to divest itself of all of its non-telecommunications divisions. The exploding worldwide popularity of mobile telephones, beyond even Nokia's most optimistic predictions, caused a logistics crisis in the mid-1990s. This prompted Nokia to overhaul its entire logistics operation. Logistics continues to be one of Nokia's major advantages over its rivals, along with greater economies of scale.

MODELS
Nokia has a number of models to offer like the Nokia 1000 series, Nokia 2000 series,

Nokia 3000 series, Nokia 5000 series, Nokia 6000 series, Nokia 7000 series, Nokia 8000 series, Nokia 9000 series, Nokia E series, Nokia N series and others.

FEATURES
These cells come in slides, flips, smart phone and standard models. The brand boasts of varied features like Bluetooth, color screen, 3G, GPRS, GPS, IRDA, infrared, java enabled, MMS enabled, MP3 player, Polyphonic ring tones, Radio, Snap on cover, USB, Streaming video, Vibration etc along with cameras with VGA camera, 1-19, mega pixels, 2-3.5 mega pixels, 3.5 mega pixels and more. The Nokia cell phoneshas something in terms of design and its user-friendly features are unremarkable.

ASSESSORIES
The Nokia Company also provides a host of accessories which come alongwith the hand sets like chargers, batteries, ear phones/headset and the manual which describes how to use the piece. There are other accessories like cases and pouches, charges, data cables, enhancements, faceplates, Handsfree headsets. You can also buy other accessories which enhance your set. The other fancy accessories are chains flashers, holders, LCD screens, Scratch guard, stylus, memory card readers, etc.

PRICE
Nokia mobile phones have a wide price range, depending on the price are the different features installed. But the basic purpose is served what ever be the price. Nokia phones are must own gadget these days. Nokia N95 Deals, Nokia E90 Deals and Nokia 6120 Deals are the Latest mobile phone from Nokia Mobile phone and these mobile phones are available on Phone Contracts UK.

SONY ERICSSION

The Sony Ericsson T610, released in 2003, is a mobile phone manufactured by Sony Ericsson. It was one of the first widely available mobile phones to include a built-in digital camera, Bluetooth, color screen joystick navigation and was a very high selling phones. The T610 is available in three distinct colors: Aluminium Haze, Abyss Blue and Volcanic Red. Many customers of Sony Ericsson in the United Kingdom complained to providers about being unable to obtain the phone in any colour other than Aluminium Haze, and to date it is still the most widely sold variant of the phone. The retro-style design of the phone was created by industrial designer Erik Ahlgren and garnered appreciation in magazines at expositions and among buyers. The subtle curves of the body were divided vertically with thin metal or aluminum halves, which were colored. The keypaid remained silver regardless of body color variation. FEATURES OF SONY ERICSSON 770 mAh Li-Pol battery and travel charges Triband (supports GSM 900/1800/1900 MHz bands) Bluetooth wireless technology Infrared port with the infrared eye on the top of the phone, next to the power button. Optional :USB cable (USB Cable DCU-ll or USB Cable DCU -10) Built-in GPRS modem WAP 2.0/XHTML browser; the Internet icon appears when the phone is connected to the Web, using WAP or the built-in GPRS modem. E-Mail Polyphonic ringing tones Vibrating alert Dimensions: 102x44x19 mm

128x16- display, 16-bit color (65536 colors) PC synchronization Sync ML Digital camera, image size 288x352 pixels (CIF) or 120x160 pixels (QQVGA), 24-bit color depth (16 million colors), storage format JPEG Picture formats supported: JPEG, GIF, MBM, PNG and WBMP. Specific absorption rate (SAR) = 0.89 WjKg Polyphonic ringing tones Vibrating alert Dimensions: 102x44x19 mm 128x16- display, 16-bit color (65536 colors) PC synchronization Sync ML Digital camera, image size 288x352 pixels (CIF) or 120x160 pixels (QQVGA), 24-bit color depth (16 million colors), storage format JPEG Picture formats supported: JPEG, GIF, MBM, PNG and WBMP. Specific absorption rate (SAR) = 0.89 WjKg

SAMSUNG MOBILES

Samsung phones give you the most incredible mobile experience with an unmatchable quality and enviable style. These handsets make you experience the magic of mobile technology with their impeccable features. From great visuals on a high quality display to amazing music, from high speed interrupted internet access to wireless connectivity from the facility for video

sharing and video calling to multimedia messaging from exciting games to document viewing capabilities, you can have everything you can expect from a mobile phone in a Samsung mobile Phone. Our exquisite bouquet of Samsung Phones deliver grandeur coupled with great utility. We offer you a range of exclusive mobile phones which will give you an immensely satisfying experience. You can choose just the right handset that matches your style and suits your pocket. Stun the world around with these stylish phones that combine great aesthetics and advanced technology. At Direct Phone Shop, we always strive for customer satisfaction. Hence, we assure to provide you with the best deals at most lucrative prices. Great quality, advanced features and unmatchable performance, only on your Samsung mobile Phone. We endeavour to serve you with excellence.

CHAPTER-2 REVIEW OF LITERATURE Before this study, there are many studies have been conducted on the preference of customers various mobile handsets and the factors affecting customers choice. All the studies has been published in various magazines, newspapers and taken from other research project reports before the present study. Some of the findings of these studies are given below: Gaur & Sethi (2002) conducted a research on the consumer preference regarding Assembled vs. Branded Computers. According to study, people prefer assembled PC to the branded PC. Students have the maximum share in the market. Indian Express (2002) concluded the fact that Sony Ericsson and Motorola is proving a tough competitor to Nokia in India city. Samar Halamkar (2002) Well, its now technically possible to sent text from landlines. In the U.K., British telecom is now offering the service on landlines-the first such worldwide using the technology that displays caller Ids. Actually cell phones are better suited for text than landlines. Mobile operators offer text by squeezing in short message in the unused space in control channel that networks use to make voice calls. However, landlines dont have such channels. What has done is to side message on modern like tones that sent the number of the caller to your phone. To use this service, you need a special phone that is digital cordless phone adds text messages to the caller ID tones and can sent a text message to a cell phone or to a similar landline. The system-just approved for use by the European telecommunication. Standard Institute-can only send text to a cell phone. Suveen K Sinha (2002), starting April 11, 2002 net telephony becomes legal in India. But the fine print in the policy and issue related to competition leave the door wide open for a primer like this. Net telephony is not the same as voice over Internet protocol (VOIP). The former about using a PC, or an IP phone to call another phone, PC or IP phone over the net. The second is the use of IP (Internet protocol) switches in telecommunication network. Most modern network does this: it facilitates voice to be covered into pockets of data, thereby optimizing the use of bandwidth. There have never been any question marks over the legality of VOIP, Net technology, is contrast, was declared, illegal in India until Govt. gave into the demands of Internet Service provider.

Aarti Gupta & Suneeta Kaul (2002), The country trek to IP telephony starts off with the advent of voice services over the public interest. The actions are already starting to happen. According to the Dept. of telecommunication, 15 ISPs were given their amended licenses by 19 April to offer Internet telephony. Saveen K Sinha (2002), an estimated 200 billion message were exchanged worldwide over mobiles phones last year. Compared to that SMS traffic in India is still modest. But cellular operators are betting on this versatile messaging system to grow their revenues significantly in the years to come. Messaging is promise of big bucks lures to clutch of operations and content providers into game. Wireless telephony & original killer app., SMS, could surprise, surprise turn out to be the provincial pot of Gold at the end of the rainbow. An estimated 13-lakh message crowd the airwaves around us. There are Benetton, Colemann Company limited and the India Today Group with large pans-Indian content plays; Rediff with a rumored so branded effort; BPL with its next-gen GPRs (that stands for General Packet Radio Switching and its essentially mean a bigger, faster network that offer an always on internet facility). In Mumbai; AirTel and Excotel with 32 bite SIM cards; Hutch-Eassar with its televoice powered voice-SMS and Reliance with its hush-hush plans for data services. Indian express (2003) suggested that Connect is to get telecom revolution in Ludhiana city. It will provide telephone connection within seven days, wireless telephone, is one of prompt offered by company.

CHAPTER-3

Research Methodology
Research is an art of scientific investigation. As per the advanced learners dictionary of current English, research is a careful investigation or enquiry especially through search for new facts in any brand of knowledge. Thus research is the pursuit of truth with the help of the study, observation, comparison and experiment. Research methodology is a way to systematically solve the research problem: it may be understood as a science of study how research is done scientifically? Thus research methodology is not only concerned with research methods but who consider the behind the methods used in the conduct of research study and explain why particular method or technique and others are not, so that research result are capable of being evaluated either by the researcher himself or by others. 4.1 Research Design A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to research purpose with economy in procedure. Research design is needed because it facilitates the smooth sailing of the various research operations, thereby making research as efficient as possible yielding maximal information with minimal expenditure of effort, time and money. Under this project the research design is descriptive in nature. The research study is concerned with specific predictions, with narration of facts and characteristics concerning individual, group and situation. My research design moves around following those persons who somehow directly or in directly using the mobile sets, those are Questionnaire was prepared in such a way to get all the details about the topic to be studied. 4.2 Data Collection The task of data collection deigns after a research problem has been defined and research design/plan chalked out. In the research project data will be collected through direct communication with the respondents as well as through questionnaire. The interview method of

collecting data involved presentation of oral-verbal stimuli and reply in terms of oral-verbal responses. It would be the unstructured interviews that will be used during the research study. Unstructured interviews do not follow a system of pre-determined questions and standardized techniques of recording information such unstructured interview allows greater freedom to ask, in case of need. Supplementary questions or at times omit certain question if the situation so requires. 4.2.1 Primary data: - Through questionnaire 4.2.2 Secondary data: - Through past researches, newspapers, books, Internet 4.3 Sampling plan A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure the researcher would adopt in selecting items for the sample design may as well lay down the number of items to be included in the sample i.e. the size of the sample. 4.3.1 Universe Universe is the set of objects to be studied. Here universe is all the services consumers, who are consuming services of the Mobile companies. Employees have also been included. 4.3.2 Population All the customer or consumers of Telecom companies of the Ludhiana region. Those, who has been consuming the services of Mobile sets in Ludhiana. 4.3.3 Sampling Unit An individual of Ludhiana region who is either employee or the signal consumer 4.3.4 Sample size It would be selected on the bases of conducting the survey. Consumers 100

4.3.5 Sampling procedure This refers to the technique to be used in selecting the items for the sample. Sampling procedure is to be used that is convenience sampling 4.4 Analysis of Data The questions that have alternative choices were analyzed by taking percentage. Simple statistical techniques were used for the analysis of data that include average, ranking and mean

score.

OBJECTIVES OF THE STUDY

1.To compare the quality of mobile set companies. 2.To know the behavior of the customers about handsets and handset companies. 3.To know the percentage Nokia, Sony Ericsson, LG, Samsung and other companies share in the market. 4.To know the satisfaction level of the customers towards the companies. 5.And also know about companies providing how much satisfaction to customers.

Limitations of the Study 1 2 3 4 5 6 The Study is unable to escape the usual limitations due to constraints of Time, Money and other resources. The study was restricted to the Ludhiana state and its adjoining region only. The response of respondents may or may not represent their own responses. Most of the respondents were busy with their own routine and they have no or less time to fill up the questionnaire. Some of the units in the sample may not be the true representatives of the population. Some time the respondents are not really ready to give their fair responses.

Analysis and interpretation

1.Which of the mobile set do you have? Mobile sets Nokia Sony Ericsson Samsung LG Others Total No. of respondents 44 25 12 11 8 100 44% 25% 12% 11% 8% 100% % age of users

11%

8% 44%

12% 25%

Nokia

S ony Ericson

Sam su ng

LG

Othe rs

Interpretation: It is revealed that out of 100 respondents, 44 are aware of Nokia sets while 25 are aware of Sony Ericsson sets, 12 are aware of Samsung, 11 are aware of LG sets and remaining 8 are aware of other mobile sets.

2.From how long you are using Nokia mobile set?

Mobile sets Less than a year More than a year 2-5 year More than 5 years Total

No. of respondents 20 26 20 34 100

% age of users 20% 26% 20% 34% 100%

35 30 25 20 15 10 5 0
L ess th an a ye ar Mo re tha n a ye ar 2-5 Ye ar Mo re than 5 ye ar

Interpretation: From the above it is clear that out of 100 respondents, 20% respondents have been using Nokia Mobile less than a year while 26% have been using it from more than a year, 20% are using it from 2-5 years & 34% are using it from more than 5 years.

3.In which age group do you fall?

Age Group 15-25 25-35 35-45 45 and above Total

No. of respondents 40 25 20 15 100

% age of users 40% 25% 20% 15% 100%

15% 40% 20% 25% 15-25 25-35 35-45 More than 45

Interpretation: From the above it is clear that out of 100 respondents 40 are using Nokia mobile set between the age of 15-25 while 25 are using mobile between the age of 25-35 and 20 are using mobile between the age of 35-45 & remaining 15 are using mobile more than the age of 45.

4.What is the colour of your mobile?

Colour Black Sky Blue Silver Any other Total

50 40 30 20 10 0 Black

No. of respondents 50 20 15 15 100

% age of users 50% 20% 15% 15% 100%

Sky Blue

Silver

Any other

Interpretation: from the above out of 100 respondents 50 are using black colour of the mobile, 20 are using sky blue colour, 15 are using green colour of the mobile and 15 are using other colours of the mobile set.

5.Who influenced your decision to buy this mobile set?

Pariculars Friends Family Promotion Company Advertisement Website Any other Total of the

No. of respondents 20 20 15 35 5 5 100

% age of users 20% 20% 15% 35% 5% 5% 100%

5%

5%

20%

35% 15%

20%

Frien ds Pro mo tio of th e com pa ny Webs ite

Fa mil y Ad ve rtis em ent An y oth er

Interpretation: from the above, majority of the respondents are influenced while buying mobile sets while rest of them are influenced by other sources like friends, family, promotion of the company, websites etc. So, we can say that advertisements are playing an important role in the marketing of mobile sets.

6.What is the cost of your mobile phone?

Cost 2000-6000 6000-10000 10000-14000 14000-18000 Total

No. of respondents 35 30 25 10 100

% age of users 35% 30% 25% 10% 100%

35 30 25 20 15 10 5 0 2000-6000 6000-10000 10000-14000 14000-18000

Interpretation: From the above, it is clear that out of 100 respondents, 35 are using the mobile set between the cost of 2000-6000, 30 are using the mobile set between the costof 6000-10000, 25 are using between the cost of 10,000- 14,000 & 10 are using between the cost of 14,000-18,000.

7.Whether you have purchased your mobile phones/

Particulars Installments Cash Total

No. of respondents 30 70 100

% age of users 30% 70% 100%

30%

70%

Ins ta llm ents

Ca sh

Interpretation : from the above, it is clear that out of 100 respondents, 30 respondents are purchase mobile on installments and 70 respondents are purchase on cash.

8.Do you think your mobile provides you value for your money?

Response Yes No Total

No. of respondents 100 0 100

% age of users 100% 0% 100%

100 80 60 40 20 0 Yes No

Interpretation: from the above all respondents think their mobile provides them value for their money.

9.Do you think this mobile company deserve you loyalty?

Response Yes No Total

10%

No. of respondents 90 10 100

% age of users 90% 10% 100%

90%
Yes No

Interpretation : It is clear that 90 respondents think this mobile company deserves their loyalty and 10 respondents think this mobile company (Nokia, LG, Samsung & Sony Ericsson) do not deserves their loyalty.

10.Is this mobile set convenient to use?

Response Yes No Total

No. of respondents 100 0 100

% age of users 100% 0% 100%

100 80 60 40 20 0 Yes No

Interpretation : from the above it is clear that mobile sets which all they have are convenient to use.

11.Are you satisfied by this mobile/

Particulars Highly satisfied Satisfied Total

No. of respondents 37 25 100

% age of users 37% 0% 100%

Interpretation: From the above it is clear that most of the respondents are satisfied with their mobile sets while 37% are highly satisfied followed by 25% are satisfied, 8% are dissatisfied by 25% are satisfied, 8% are dissatisfied and 3% are highly dissatisfied.

12.Have you loyalty to this mobile company grown stronger?

Particulars Highly agree Agree Neutral Disagree Highly disagree Total

No. of respondents 458 30 10 10 5 100

% age of users 45% 30% 10% 10% 5% 100%

45 40 35 30 25 20 15 10 5 0 Hi ghl y a gree Ag ree Neutral Di sa gree Hig hl y Di sag ree

Interpretation : From the Above it is clear that out of 100 respondents 45 are highly agree that our loyalty to this mobile company have grown stronger and 30 are agree, 10 are neutral, 10 are disagree and 5 are highly disagree.

13.What made you buy this mobile set?

Particulars Attractive features Battery back up Reasonable Price Attractive Body Product of a reputed company Any other Total

No. of respondents 30 30 15 15 5 5 100

% age of users 30% 30% 15% 15% 5% 5% 100%

5% 15%

5% 30%

15% 30%

Attracti ve Features Rea son ab le Price Pro duct a Re puted Comp an y

Ba tte ry ba ckup Attra cti ve Bo dy An y other

Interpretation : From the above it is clear that out of 100 respondents 30 respondents buy this mobile phones of attractive features, again 30 respondents buy this mobile because of battery back up, 15 respondents buy because of attractive body and 5 respondents buy

because of the product of reputed company and 5 respondents buy of any other reason. 14.Have you ever find a trouble with this mobile set?

Response Yes No Total

No. of respondents 85 15 100

% age of users 85% 15% 100%

15%

Yes No

85%

Interpretation : it is shows that 85% respondents find a trouble with this mobile set while 15% of the respondents do not find Trouble with this mobile set.

15.When you had complaint, was it handled ?

Response Yes No Total

No. of respondents 70 30 100

% age of users 70% 30% 100%

30% Yes No 70%

Interpretation: It is shows that 70% respondents complaints are handled and 30% respondents complaints are not handled.

16.When your mobile need servicing?

Particulars After a months After two months After six months After a year Total

No. of respondents 10 25 25 40 100

10%

% age of users 10% 25% 25% 40% 100%

40% 25%

25%

Afte r a Months

After Two Mo nth s

Afte r Si x Mon ths

After On e Yea r

Interpretation : from the above it is clear that 40% respondents need servicing of their mobile sets after a year 25% each need servicing of their mobile sets after two months and after six months and 10% need servicing of their mobile after a month.

17.If you have to change you mobile set, will you buy the set of the same company?

Particulars Yes No Total

No. of respondents 65 35 100

% age of users 65% 35% 100%

70 60 50 40 30 20 10 0 Yes No

Interpretation : It is shows that only 65% of the people were willing to buy the other mobile set of the same company and 35% of the people were not willing to buy the mobile set of the same company.

18. Rate the satisfaction level with the overall performance of mobile sets?

Rate of level 0-20% 20-40% 40-60% 60-80% 80-100% Total

35 30 25 20 15 10 5 0 0-20%

No. of respondents 10 13 20 22 35 100

% age of users 10% 13% 20% 22% 35% 100%

20-40%

40-60%

60-80%

80-100%

Interpretation : It shows that out of 100 respondents 10% respondents are lie between 020% of the satisfaction level with the overall performance of mobile set, 13% are lie between 20-40%, 20% lie between 40-60%, 22 are lie between 60-80% and 35% are lie between the rate of 80-100%.

FINDINGS OF THE STUDY 1From the research study it is clear that all the respondents are aware of the mobile sets like Nokia, Sony Ericsson, LG, Samsung & others. It is revealed that out of 100 respondents, 44 are aware of Nokia sets while 25 are aware of Sony Ericsson sets and 11 are aware of LG and 12 are aware of Samsung sets and remaining 8 are aware of other mobile sets. 2It is revealed that 20% respondents have been using Nokia sets less than a year, 26% are using it more than a year, 20% are using it from 2.5 years and remaining 34% have been using it from more than 5 years. 3Majority of the respondents have come to know about Nokia sets through friends, 15% each through promotion of the company and publicity and 5% through websites and 5% through any other source. 4From the above, it is clear that majority of the respondents are influenced by advertisements while rest of them are influenced by other sources like websites road show advertisement, etc. so, it can be stated that advertisement are playing an important role in the marketing of mobile sets. 5Most of the respondents are satisfied with the purchase decision regarding mobile sets while 37% are highly satisfied, 25% are satisfied, 8% are dissatisfied and remaining 3% are highly dissatisfied. 6Sony Ericsson mobiles are mostly liked by young people but Nokia mobile sets are liked by every age group people. 7Nokia care centres are available at every place, so customers complaints are solved very promptly.

8The study shows that 65% of the people were willing to buy the other mobile sets of the same company and 35% of the people were not willing to buy the mobile set of the same company. 9Nokia provides after sale services to their customers Nokia provides one year warranty to their customers without any cost. 10LG and Samsung mobile sets have less demand comparative to Nokia and Sony Ericsson mobile sets. 11In the end of 2008, Nokia launched N96 which provides GPS (Global Positioning Services) system to their customers and the screen of their mobile is very different from other mobile sets and the Carl Zesis camera has fitted in this mobile and functions are very easy. No customer found any difficulty to operate their mobile. Sony Ericsson also launched new type of mobiles which are liked by Young people very much. For Example, Sony Ericsson launched W580i mobile, the main feature of this mobile is just shake your mobile seta and songs are changed very easily and voice clarity is very good comparative to other mobiles and image viewer is very clear & it has large mega pixel camera.

SUGGESTIONS
1Identify competitors strategies. 2Maintain good behaviour towards customers. 3Interact with customers more & more and mobiles are launch according to their needs and which is affordable to every customers. 4Proper facilities are provided to their customers. 5Companies should always keep the eyes on the market to watch that any thing wrong has not been spreading in the market about their services. 1. Mostly people are not aware about all the value added services like information services or dail services proper ads about these value added services should be there to make them aware. 2. The companies make sure through research what ever they are delivering to the consumers, indeed, they could be satisfied them or not. 3.They company make sure that dont show while marketing what ever in actual you are not giving or cant give, 4. Try to give more value added services with connectivity 5.They should try to reduce their cost and rendered the services in low cost to consumers.

CHAPTER-V

Conclusion
This study is surrounding to only those persons who have the mobile phones. Todays Indian mobile industry is the fastest growing Industry. And the Nokia is fastest growing company in this particular sector; their consumer base is increasing continuously. This study also revealed that the most respondent have been using Nokia handsets. The mostly consumer is using the Nokia GSM Handsets then comes the CDMA Handsets. The study has conducted only those consumers who has been using the Mobile handsets more than 3 months because of the facts, they would have been faced the problems.

1. Expected Services Gap I consumer gap The first objective of the study is to
compare the services of different companies of India by applying quality gaps model. So at the end of the project we found that there are some gaps in the services providers point of view, The study demonstrated the companys efforts to fulfillment the consumers expectations with extended scale. Company said that they do efforts to know the consumers expectations but consumers told that they are not doing efforts to know about their expectations. The companies promoting their product and services heavily whether print media or electronic media what ever. The companies are doing reasonable efforts to know about the consumers expectations, through advertisement to make aware the consumer, through SMS also, in ads they give their toll free no. to conform about the services. Consumers can go for suitable one. Except one or two companys the consumers expectations have been fulfilling with their services. 2. Services quality Gap II In this quality gap the consumers perception regarding particular services, and management regarding consumers, is create gap because some services is not fulfilling the required one, such as GPRS Handsets make promise that it will give you better connectivity towards consumers works but they dont able to provide the same. Even the companies taking leverage of

unawareness of the consumer, most of the consumers do not know about the technical terms. Poor Service design but they could not be manage the this, it lead to Absence of Customer-Defined Standards Inappropriate Physical Evidence and Service gap. 3. Service Delivery-Service design Gap III. This gap then comes when company failed to quality service to the consumers as promised, customer not dealing well, which creates gaps.

4. Service Delivery-External communication Gap IV Second objective of the study to study various causes which creates quality gaps in services, the study revealed that the over promising creates the problem for the consumers,

BIBLIOGRAPHY

i. Kothari, C.R Research Methodology. ii. iii. iv. v. vi. vii. viii. ix. x. xi. Kwatra, Anshul Out look September, 08, 2004 Parveen. Chandran. Tribune 1 Dec. 2001 Financial express, 2002, Great value great services feb. 9 Dev, RaviInder, 2002, A study of value added services and their influences on cellular sectors (GSM). Domain B.com/ industry/ GSM/ Index. Html Cellular-News.com/ coverage/ India. Shtml Spice.com Airtel world. Com BSNL. Com Hutch.co.in

QUESTIONNAIRE Dear Respondent, I REETINDER SINGH BRAR, of B.B.A IIIrd Year is Conducting COMPARISON OF DIFFERENT MOBILE SETS COMPANIES SERVICES. Please Provide following Information. Name Gender Male Female Age 18-30 yrs 30-45 yrs Above 45 yrs Education Under graduate Graduate Post graduate Profession OCCUPATION Businessman Service Student House Wife Other INCOME Less than 1 Lakh 1 to 2 lacs 2 to 5 Lacs 5 Lacs & above _________________________________ _________________________________

1.

Which of the mobile set do you have?

Mobile sets Nokia Sony Ericsson Samsung LG Others Total

2. From how long you are using Nokia Mobile set?

Mobile sets Less than a year More than a year 2-5 year More than 5 years Total
3. In which age group do you fall?

Age Group 15-25 25-35 35-45 45 and above

4. What is the colour of your mobile?

Colour Black

Sky Blue Silver Any other

5. Who influenced you decision to buy this mobile set?

Friends Family Promotion of the Company Advertisement Website Any other

6. What is the cost of your mobile phone?

Cost 2000-6000 6000-10000 10000-14000 14000-18000

7. Whether you have purchased your mobile phones/

Installments Cash
8. Do you think your mobile provides you value for your money?

Yes No
9.Do you think this mobile company deserve you loyalty?

Yes

No
10. Is this mobile set convenient to use?

Yes No
11. Are you satisfied by this mobile/

Highly satisfied Satisfied

12. Have you loyalty to this mobile company grown stronger?

Highly agree Agree Neutral Disagree Highly disagree

13.What made you buy this mobile set?

Attractive features Battery back up Reasonable Price Attractive Body Product of a reputed company Any other
14.Have you ever find a trouble with this mobile set?

Yes

No
15.When you had complaint, was it handled ?

Yes No
16. When your mobile need servicing?

After a months After two months After six months After a year
17. If you have to change you mobile set, will you buy the set of the same company?

Yes No
18. Rate the satisfaction level with the overall performance of mobile sets?

0-20% 20-40% 40-60% 60-80% 80-100%

19. Any suggestions _______________________________________________________________