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For the analysis of customers satisfaction level with the Nokia mobiles, I have taken sample size of 120

customers:Questions-: 1.) The preference of the mobile phones by the people: S.NO. PARTICULARS RESPONDENTS IN NUMBER. (120) 13 7 22 72 6 RESPONDENTS IN PERCENTAGE (%) 10.84% 5.84% 18.32% 60% 5%

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SAMSUNG SPICE SONI ERICSSON NOKIA OTHERS

Sales

SAMSUNG SPICE SONI ERICSSON NOKIA OTHERS

Interpretation: As per the above chart it is concluded that majority of people in Kota city prefer Nokia handsets due to their durability and reliability. Some of the customers prefer others mobiles as compared to Nokia mobile.

(2) The preference of Nokia by the different occupation people: In this analysis I have taken only those (72) respondents who prefer Nokia mobile phones; S.NO. PARTICULARS RESPONDENTS IN NUMBER (72) 43 31 17 29 RESPONDENTS IN PERCENTAGE (%) 35.83% 25.83% 14.17% 24.17%

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BUSINESS MAN STUDENT SERVICE PERSON PROFESSIONAL

RESPONDENTS IN PERCENTAGE (%)


24.17% 35.83%

BUSINESS MAN
14.17%

STUDENT SERVICE PERSON PROFESSIONAL


25.83%

Interpretation: By seeing above analysis it can be concluded that majority of businessmen choose Nokia handsets i.e. Nokia mobile is mostly preferred by businessman as compared to professional, students & service persons due to their quality and battery back up.

3.)The customers of Nokia belonging to different income group: In this analysis I have taken only those (72) respondents who have Nokia mobile phones; S.NO. PARTICULARS NO. OF RESPONDENTS (72) 12 17 23 30

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LESS THAN 5,000 5,000-10,000 10,000-20,000 MORE THAN 20,000

NO. OF RESPONDENTS (72)


35 30 25 20 15 10 5 0 LESS THAN 5,000 5,000-10,000 10,000-20,000 MORE THAN 20,000 NO. OF RESPONDENTS (72)

Interpretation: As the graph shows that Nokia preferring respondents are 72 and most of them have the monthly income of more than 20000 rs because these respondents are either businessman or a service person and few of the respondents have less than 5000 as they students who are doing part time job with their studies.

4.) The preference of different models or series of Nokia handset: In this analysis I have taken only those (72) respondents who have Nokia mobile phones; S.NO. PARTICULARS RESPONDENTS IN NUMBER (72) 15 15 42 RESPONDENTS IN PERCENTAGE (%) 20.83% 20.83% 58.34%

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N SERIES E SERIES REGULAR

RESPONDENTS IN PERCENT AGE (%)

20.83% 58.34% 20.83%


N SERIES E SERIES REGULAR

Interpretation: From the above chart it can be concluded that the respondents that use Nokia handsets, majority of people prefer regular handsets like Nokia 1209. Nokia 2330 etc due to very much user friendly feature but some of the people prefer Nseries and Eseries Nokia handsets also as they prefer luxury or they want modern technology and lots of features in their mobile phones.
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5.) The persons who suggest the respondents to buy Nokia mobile phones: In this analysis I have taken only those (72) respondents who have Nokia mobile phones; S.NO. PARTICULARS RESPONDENTS IN NUMBER (72) 24 10 27 11 RESPONDENTS IN PERCENTAGE (%) 33.34% 13.34% 37.5% 15.82%

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FRIENDS NEIGHBOURS FAMILY MEMBERS OTHERS

15.82% 11 24 33.34%

FRIENDS
27 37.50% 10 13.34%

NEIGHBOURS FAMILY MEMBERS OTHERS

Interpretation: From the above chart it is concluded that mostly the family members & Friends can suggest buying the Nokia mobile phone, because of its quality & its features.

6.) The customers satisfaction level with the services of Nokia mobile as compared to other mobiles: In this analysis I have taken 120 respondents who have Nokia handsets or not. S.NO. PARTICULARS RESPONDENTS IN NUMBER. (120) 80 28 12 RESPONDENTS IN PERCENTAGE (%) 66.66% 23.34% 10%

1 2 3

SATISFIED DISSATISFIED CANT SAY

100% 100% 100% 99% 99% 99% 99% 99% SATISFIED DISSATISFIED CANT SAY

66.66%

23.34%

10%
RESPONDENTS IN PERCENTAGE(%) RESPONDENTS IN NUMBER(120)

80

28

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Interpretation: From the above chart it is concluded that majority of respondents were satisfied with the services of Nokia mobile but some of the respondents are not satisfied. Some of the respondents do not say anything as they dont use Nokia handsets.

7.) The customer satisfaction level with the prices of the Nokia mobile phones: In this analysis I have taken 120 respondents who have Nokia handsets or not. S.NO. PARTICULARS RESPONDENTS IN NUMBER. (120) 70 21 14 13 2 RESPONDENTS IN PERCENTAGE (%) 58.34% 17.5% 11.65% 10.84% 1.66%

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HIGHLY SATISFIED SATISFIED NEITHER SATISFIED NOR DISSATISFIED DISSATISFIED HIGHLY DISSATISFIED

HIGHLY DISSATISFIED DISSATISFIED NEITHER SATISFIEDNOR DISSATISFIED SATISFIED

1.66%
2

10.84%
13 RESPONDENTS IN PERCENTAGE (%) RESPONDENTS IN NUMBER. (120)

11.65%
14

17.50%
21

HIGHLY SATISFIED 0

58.34%
70 10 20 30 40 50 60 70

Interpretation: From the above chart it is concluded that majority of respondents are satisfied with the prices of the Nokia mobile phones because it can be afforded by all kind of people i.e. from low income level to high income level people. Some respondents are dissatisfied because they think Nokias prices are high in comparison to its features.

8.) The customer satisfaction level with the quality of the Nokia mobile phones: In this analysis I have taken 120 respondents who have Nokia handsets or not. S.NO. PARTICULARS RESPONDENTS IN NUMBER. (120) 105 10 5 RESPONDENTS IN PERCENTAGE (%) 87.50% 8.34% 4.16%

1 2 3

HIGHLY SATISFIED SATISFIED DISSATISFIED

120 105 100 80 60 40 20 0 -20 RESPONDENTS IN NUMBER. (120) RESPONDENTS IN PERCENTAGE (%) Power (RESPONDENTS IN PERCENTAGE (%) )

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87.50%
HIGHLY SATISFIED

30.34%
SATISFIED

4.16%

DISSATISFIED

Linear (RESPONDENTS IN PERCENTAGE (%) )

Interpretation: From the above chart it is concluded that majority of respondents are highly satisfied with the quality of the Nokia mobile phone, some of the people are only satisfied but some of the people are dissatisfied with the quality of nokia mobiles.

9.) The customer satisfaction level with the accessories attached with the Nokia mobile phone: In this analysis I have taken 120 respondents who have Nokia handsets or not.

S.NO.

PARTICULARS

RESPONDENTS IN NUMBER. (120) 69 29 22

RESPONDENTS IN PERCENTAGE (%) 57.50% 24.16% 18.34%

1 2 3

SATISFISD DISSATISFIED CANT SAY

69 70 60 50 40 30 20 10 0 SATISFISD DISSATISFIED CANT SAY 29 22 RESPONDENTS IN NUMBER. (120) RESPONDENTS IN PERCENTAGE (%)

57.50%

24.16%

18.34%

Interpretation: From the above chart it is concluded that majority of respondents are satisfied with the accessories attached with the nokia mobile phones as many accessories like adapters Nokia extra power, music mini speakers, carrying case of high quality leather, few respondents are not satisfied and few respondents who are housewives do not say anything because they are not concern about the accessories they just want mobile for communication purpose only.

10.) The customer satisfaction level with the brand image of the Nokia mobile phone: In this analysis I have taken 120 respondents who have Nokia handsets or not.

S.NO.

PARTICULARS

RESPONDENTS IN NUMBER. (120) 81 23 16

RESPONDENTS IN PERCENTAGE (%) 67.50% 19.16% 13.34%

1 2 3

SATISFISD DISSATISFIED CANT SAY

100% 100% 100% 99% 99% 99%

67.50%

19.16%

13.34%

RESPONDENTS IN PERCENTAGE (%) RESPONDENTS IN NUMBER. (120)

81
99% 99% PARTICULARS

23

16

SATISFISD DISSATISFIED

Interpretation: From the above chart it is concluded that mostly respondents are satisfied with the brand image of the nokia as they buy the product because Nokia brand is very famous for its services & quality. Few respondents are not satisfied and few respondents do not say anything about the brand as they dont prefer brand while purchasing it.

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11.) The features which customers want in their mobile phones: In this analysis I have taken 120 respondents who have Nokia handsets or not. S.NO. PARTICULARS RESPONDENTS IN RESPONDENTS IN NUMBER. PERCENTAGE (120) (%) 1 2 3 4 LOOKS AND STYLES CLARITY MODERN TECHNOLOGY STORAGE CAPACITY 19 26 27 48 15.84% 21.66% 22.50% 40%

100% 100% 100% 99% 99% 99%

15.84%

21.66%

22.50%

40%
RESPONDENTS IN PERCENTAGE (%) RESPONDENTS IN NUMBER. (120)

19
99% 99% LOOKS AND STYLES

26

27

48

CLARITY

MODERN TECHNOLOGY

STORAGE CAPACITY

Interpretation: From the above chart it is concluded that some of the respondents want good storage capacity in their handsets, while some of the respondents want modern technology, looks & styles, and clarity but majority towards storage capacity is high.

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For the analysis of customers preference towards mobiles and the percentage sale of the Nokia mobile phones, I have taken sample size of 30 dealers: 12.) Mobile which is mainly preferred by the customers S.NO. PARTICULARS RESPONDENTS IN NUMBER. (30) 3 6 14 5 2 RESPONDENTS IN PERCENTAGE (%) 10% 20% 46.67% 16.66% 6.67%

1 2 3 4 5

SAMSUNG SPICE NOKIA SONI ERICSSON OTHERS

1500% 1000%

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6 3 5 20% 2 46.67% 16.66% 6.67%

500%

RESPONDENTS IN PERCENTAGE (%) RESPONDENTS IN PERCENTAGE (%) 2

10%
0%

INTERPRETATION: From the above chart it is concluded that Nokia handsets is mainly preferred by the customers as compared to other handsets like SPICE, Samsung, and Motorola due to its good quality, battery back up, and features.

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Comparative Analysis
In comparative analysis I consider different brands like Sony Erickson, LG, Samsung and Motorola to compare with Nokia mobile. In this analysis I used direct interview method to know the satisfaction of customer with Nokia mobile as compared to other mobile.

Comparison between Nokia and Sony Ericsson mobile NOKIA PRICES APPEARANCE BATTERY BACK UP FEATURES USER FRIENDLINESS TECHNOLOGY ACCESSORIES BRAND IMAGE CLARITY Starts from 1500 High High satisfaction Highly satisfied Highly satisfied Satisfied Satisfied Satisfied Satisfied SONY ERICSSON Starts from 5,000 Low Low satisfaction than nokia Satisfied Dissatisfied Not much satisfied Satisfied Dissatisfied Not much satisfied

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Comparison between Nokia and Samsung mobile:

NOKIA PRICES APPEARANCE BATTERY BACK UP FEATURES USER FRIENDLINESS TECHNOLOGY ACCESSORIES BRAND IMAGE CLARITY Low-high High Satisfied Highly satisfied Highly satisfied Satisfied Satisfied Satisfied Satisfied

SONY ERICSSON high Low Not satisfied Satisfied Satisfied Satisfied Satisfied Dissatisfied Not much satisfied

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