T.Y.B.B.A.

(2011-2012) PROJECT ON Customer satisfaction Towards Nokia mobile

Submitted By:
Name 1. Malav Ichchhaporia 2. Jivani Raj Roll no. (50) (59)

Submitted to: Mrs. Daisy Shebby T.

Objectives:
1. To know the consumer awareness about Nokia mobile. 2. To study the consumer satisfaction of Nokia mobile.

3. To study the various services provided by Nokia.

4. To study various Marketing activities provided by Nokia.

Research Process:Identify & formulate the problem

Organize & conduct the field survey Analysis & interpretatio n of collected data

Choose the research design

Determine the sample design & sample size

Prepare the research report

Determine the information needs

Design the data collection form

1. Identify & formulate the problem:

To measure customer satisfaction of Nokia mobile. Types of difficulty: i. Unnotice opportunity: As this mobile company would understand what more could be added features. ii. Overt difficulty: -Mobile hang. iii. Latent difficulty: - Battery life.

There are various Parameters: i. Sampling unit: Satisfaction level of customers from Rander for the month of Aug-sept,2011. ii. Time & space boundary: customer satisfaction of Nokia mobile from Rander for Aug-sept, 2011. iii. Characteristics of interest: - Performance of Nokia mobile. -After sales Service issue. To measure customer satisfaction of Nokia mobile from Rander at 2011.

 Hypothesis:
H0: Customers are not satisfied due to the services provided by the mobile service provider.

H1: Customers are satisfied due to the services provided by the mobile service provider.
H0: Customers are not satisfied with the performance provided by the mobile service provider. H1: Customers are satisfied with the performance provided by the mobile service provider.

2. Choose the Research Design:

The researcher use Descriptive Research design. Characteristics of population would be understood by the Research process.

3. Determine the Information needs:

Primary Data: Here Researcher collect Primary Data to understand satisfaction level of customer with respect to the performance and services.

4. Design the data collection form:

The researcher has collected primary data. The researcher has used survey method. With the help of questionnaire researcher collect the data. The personal information of customer would be kept strictly confidential and would be use for academic purpose only.

Personal information:
Name: Age: Contact details: (1). Address: (2). Contact number: Are you (1) employed (2) self employed (3) student Income slab: (1) less than 1,50,000 (2) 1,50,000 to 3,00,000 (3) 3,00,000 to 5,00,000 (4) more than 5,00,000

Q.1 Do you have mobile? yes no (if yes then please continue and if no than please stop) Q.2 Which company you prefer mobile? A. Nokia B. Samsung C. L.G. D. Micromax If any other please mention. ______________________________ If you are using Nokia mobile then please continue, if any other then go to the question number 10 Q.3 Since when you are using mobile? A. less than 3 months B. 3 months to 6 months C. 6 months to 12 months D. more than 1 year Q.4 from which source you come to know about nokia mobile?
Sources Advertisement friends Newspaper

Publicity

Q.5 Which model of nokia you use? ____________________________

Q.6 from which shop you purchase nokia mobile? A. NOKIA store B. Bhatia store C. Prakash mobile store if any other than please mention____________________________________ Q.7 Rate the following parameters of Nokia mobile store on the basis of your satisfaction level. 1- Highly satisfied 2- Satisfied 3- Nutral 4- Dissatisfied 5- Highly Dissatisfied
1 Parking Billing counter Attitude of sales person Store Environment 2 3 4 5

Q.8 Rate the following performance of Nokia mobile? 1-Highly satisfied 2 - Satisfied 3- Nutral 4- Dissatisfied 5- Highly dissatisfied
1 Battery back up User friendlyness Display & clarity Body 2 3 4 5

Q.9 Rate the following factors on the basis of satisfaction. 1- Highly satisfied 2- Satisfied 3- Nutral 4- Dissatisfied 5- Highly dissatisfied
1 Price Quality of mobile After sales service 2 3 4 5

Q.10 Why you never purchase Nokia mobile? 1- Strongly agree 2- Agree 3- Nutral 4-Disagree 5- Strongly disagree
1 2 3 4 5

High Price Poor Quality Lack of awareness

Q.11 Would you like to recommend Nokia to other? Yes No Q.12 Please Give your suggestion. ______________________________________________________________________________________ ______________________________________________________________________________________ ________________________________________________________________________ __________

5. Determine sample design & sample size:

Sample size: customers of Nokia mobile at Rander of Aug-sept,2011. Sample design:. Sample survey

6. Organize & conduct the field survey:

For the collection of primary data the researcher will collect the data of Nokia mobile customers from Rander for the month of Aug-sept,2011. The Researcher will collect the data from the customer with the help of Questionnaire.

7. Analyse & interprete of collected data:

The primary data will be analyse by the Researcher with the help of various statistical tool. 1. Do you have mobile?
RESPONDENT
OPTION RESPONDENT
200 150 100 50 0 RESPONDENT

YES
NO

163
03

Interpretation: We found that more than 98% people have mobile.

YES

NO

2. Which company you prefer mobile?

OPTION NOKIA SAMSUNG RESPONDENT 93 32 RESPONDENT
100 90 80 70 60 50 40 30 20 10 0 NOKIA SAMSUNG L.G. MICROMAX OTHER RESPONDENT

L.G.
MICROMAX OTHER

17
09 12

Interpretation: So we found that more than 56% people have Nokia mobile.

Q.3 Since when you are using mobile?

OPTION RESPONDENT

Less than 3 months

3 to 6 months 6 to 12 months More than 1 year

12
16 27 108 RESPONDENT

Interpretation: We found that more than 65% Peoples use mobile more than 1 year.

less than 3 month 3 to 6 months 6 to 12 months more than 1 year

Q.4 from which source you come to know about nokia mobile? (please tick mark)
Sources Advertisement friends Newspaper Publicity RESPOMDENT 126 139 88 21 RESPONDENT
150 100 50 0 RESPONDENT

Interpretation: so, we found that the most of Customers are aware about Nokia Mobile by Advertisement & friends.

Q.6 From which shop you purchase Nokia mobile?

OPTION NOKIA MOBILE STORE BHATIA MOBILE STORE PRAKASH MOBILE STORE OTHER
60

48 15 20 12

RESPONDENT

Interpretation: We found that more than 50% customers are Purchasing Nokia mobile From Nokia mobile store.

50 40 30 20 10 0 NOKIA MOBILE STORE RESPONDENT

BHATIA MOBILE STORE

PRAKASH STORE

OTHER

Q.7 Rate the following parameters of Nokia mobile store on the basis of your satisfaction level. 1- Highly satisfied 2- Satisfied 3- Nutral 4- Dissatisfied 5- Highly Dissatisfied

1 Parking Billing counter 11 37 22 31 22 24

2 14 13 11 14

3 41 8 6 4

4 5 4 5 3

TOTAL 93 93 93 93

Attitude of sales 49 person Store Environment 48

Q.8 Rate the following performance of Nokia mobile? 1-Highly satisfied 2 - Satisfied 3- Nutral 4- Dissatisfied 5- Highly dissatisfied
1 Battery back up 46 User friendlyness Display & clarity Body 35 41 16 21 16 2 19 23 25 3 9 10 7 4 3 4 4 5 TOTAL 93 93 93

39

24

16

93

 WEIGHTED AVERAGE METHOD: 1). Battery back up:

Preference ( WI) 1 2 3 XI 46 16 19 WIXI 46 32 57

4 5
TOTAL

9 3
93

36 15
186

WEIGHTAGE AVERAGE

wixi / xi

= 186 / 93 =2

2). User friendlyness:

Preference ( WI) 1 2 3 XI 35 21 23 WIXI 35 42 69

4 5
TOTAL

10 4
93

40 20
206

WEIGHTAGE AVERAGE

wixi / xi

= 206 / 93 =2.2151

3). Display & clarity:

Preference ( WI) 1 2 3 XI 41 16 25 WIXI 41 32 75

4 5
TOTAL

7 4
93

28 20
196

WEIGHTAGE AVERAGE

wixi / xi

= 196 / 93 =2.1075

4).Body :
Preference ( WI) 1 2 3 XI 39 24 16 WIXI 39 48 48

4 5
TOTAL

6 8
93

24 40
199

WEIGHTAGE AVERAGE

wixi / xi

= 199 / 93 =2.1398

Q.9 Rate the following factors on the basis of satisfaction. 1- Highly satisfied 2- Satisfied 3- Nutral 4- Dissatisfied 5- Highly dissatisfied

1 Price Quality of mobile After sales service 28 36 23 24 18 13

2 14 19 20

3 18 15 21

4 9 6 16

TOTAL 93 93 93

Q.10 Why you never purchase Nokia mobile? 1- Strongly agree 2- Agree 3- Nutral 4-Disagree 5- Strongly disagree
1
High Price Poor Quality Lack of awareness 39 25 22 31 17 41

2
39 44 23

3
23 39 35

4
32 46 40

TOTAL
163 163 163

Q.11 Would you like to recommend Nokia to other?

OPTION YES NO 142 21 RESPONDENT

Interpretation: We found that more than 87% Customers recommend Nokia to others.

RESPONDENT

YES NO

8. Prepare the Research Report: Once the data has been tabulate interpreted and analyses the researched required to prepare to report inboard finding of a researches study and is recommendation. The researchers must a follow the principles of objective and use a chart and diagram while preparing a report.

 Chapter: 1 Industry profile & Company profile: Industry profile: By 1930, telephone customers in the United States could place a call to a passenger, charges were quite high, at $7 per minute. In 1946 in St. Louis, the Mobile Telephone Service was introduced. Only three radio channels were available, and call set-up required manual operation by a mobile operator. Although very popular and commercially successful, the service was limited by having only a few voice channels per district. In 1964 Improved Mobile Telephone Service was introduced with additional channels and more automatic handling of calls to the public switched telephone network. In 1969, a patent for a wireless phone using an acoustic coupler for incoming calls was issued on June 10, 1969, but did not include dialing a number for outgoing calls.

 The first hand-held mobile phone was demonstrated by Dr Martin Cooper of Motorola in 1973, using a handset weighing 2 kg. In 1983, Dr. Martin Cooper of Motorola, made the first US analogue mobile phone call on a larger prototype model in 1973.

 Company profile:
Nokias first century 1865-1967:

From roots in paper, rubber, and cables, in just over 100 years Nokia becomes a powerful industrial...

The move to mobile 1968-1991:

The newly formed Nokia Corporation is ideally positioned for a pioneering role in the early evolution of mobile communications.

Mobile revolution: 1992-1999: As mobile phone use booms, Nokia makes the sector its core business. By the turn of the century, the company is the world leader..

Founded

Tampere, Finland (1865) incorporated in Nokia (1871)

Fredrik Idestam Leo Mechelin Espoo, Finland Worldwide Jorma Ollila (Chairman) Stephen Elop (President & CEO) Timo Ihamuotila Kai istm Richard Green $1.850 billion (2010) $39.12 billion (2010) 132,430 (2010) Nokia.com

Founder(s) Headquarters Area served

Key people

Net income Total assets Employees Website

Quantity market share(2010)

BRAND NOKIA SAMSUNG LG Apple PERCENTAGE 28.9% 17.6% 7.1% 2.9%

Others

40.4%

 Chapter-2 Theoretical Concept & conceptual framework:

A mobile phone is a mobile electronic device used to make mobile telephone calls across a wide geographic area, served by many public cells. A mobile phone can make and receive telephone calls to and from the public telephone network which includes other mobiles phones across the world. In addition to telephony, modern mobile phones also support a wide variety of other services such as text messaging, MMS, email, Internet access, Bluetooth, gaming and photography. Features: All mobile phones have a number of features in common, but manufacturers also try to differentiate their own products by implementing additional functions to make them more attractive to consumers. This has led to great innovation in mobile phone development over the past 20 years.

 Conceptual framework:
Introduction: Customer satisfaction, a business term, is a measure of how product or services supplied by the company meet customer expectation. In a competitive market place where business compete for customer,customer satisfaction is seen as a key differentiate & increasingly has become a key element of business strategy. Measuring customer satisfaction Organization are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing product/ services to the marketplace. Customer satisfaction is an ambiguous & abstract concept & the actual manifestation of the sate of satisfaction will very from person to person.

 Chapter-3 Research Methodology:

Marketing Research is the systematic & objective study of problems pertaining to the marketing of goods & services. Marketing Research has proved essential tool to make all need of marketing management. Marketing Research is the scientific process of gathering and analyzing of marketing information and the need of marketing management. Research can categorized into Basic and Applied Research: i. Basic Research: Basic research is that intended to expand the body of knowledge for the use of others. ii. Applied Research: Applied research is one , which is carried out to find the solution for a particular problem or for guiding a specific decision. My Research is on Nokia is on for guiding specific decisions and its results are usefull only to Nokia particular decision regarding product ,staff and security. Hence my research study id APPLIED RESEARCH.

Objectives:
1. 2. 3. 4. To know the consumer awareness about Nokia mobile. To study the consumer satisfaction of Nokia mobile. To study the various services provided by Nokia. To study various Marketing activities provided by Nokia.

Benefits of Study:
1. The study mainly focus on Student really fully aware about features available in Nokia mobile. 2. How often student using Nokia mobile.

 Process:
1. Identify & formulate the problem: Problems: I. A num of peoples are not aware about features of Nokia mobile. II. A num of peoples are not aware about how to use that system. There are various parameter: i. Sampling unit: Satisfaction level of customers from Rander for the month of Aug-sept,2011.

ii.

Time & space boundary: customer satisfaction of Nokia mobile from Rander for Aug-Sept, 2011.
Characteristics of interest: - Performance of Nokia mobile. -After sales Service issue. To measure customer satisfaction of Nokia mobile from Rander at 2011.

iii.

iv. Hypothesis:
H0: Customers are not satisfied due to the services provided by the mobile service provider. H1: Customers are satisfied due to the services provided by the mobile service provider. H0: Customers are not satisfied with the performance provided by the mobile service provider. H1: Customers are satisfied with the performance provided by the mobile service provider.

2. Choice of research design: Researcher will use Descriptive research. 3. Determine the information needs: Primary data. 4. Design the data collection form: Questionnaire

5.Sample size & sample design: sample size: customers of Nokia mobile. sample design: sample survey 6. Organize & conduct the field survey: 7. Analyze & interprete the field survey:

 Finding:
Form the study we come to know that many peoples are using high price mobile and also aware about features but that dont fully used those feature because lack of knowledge.

Conclusion:
From the analysis of questionnaire we conclude that awareness of Nokia mobile is good. Most of students using High rate Nokia mobile but they Dont know how to operate it.

Suggestion:
Practical demonstration should be given to customer.

Thank you