Survey On Mobile Phones And Their Defects(Indian Context)

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Hello Everyone, We would like to take the internet medium to share with you the work done by Me and my friend. We belong ot the MBA(Tech.) course from NMIMS, bacth of 2004-09, telecom, 5th year. In the period from Nov'07-Feb'08, we did a survey on the defects in the handsets circulating in the indian mobile market and the levles of customer satifsfaction prvaling. The survey was of 309 samples among college going students from various parts of the city. We got some shocking results: 1. 28% of all phones circulating in the market are defective as these defects have occured due to internal problem of the phone and they have occure within 1 year of purchase. 2. It takes an average of 7 days to 22 days to get a phone repaired and 38 days to 88 days to get the phones replaced. 3. If asked would you like to buy the phone from the same company again: 11% of the population said that they would not like to buy the phone from the same company again. 35% is unsure on the decesion, while the remaining 54% would like to buy the phone from the same company again. The survey included Nokia, Sony Ericsson, Motorla, Samsung, LG, O2, the distribution is as given in the report. We would happy if the media wishes to publish this report. All the data is well documented and we have the real data supporting it. For any enquiries, We can be reached at

Text of Survey On Mobile Phones And Their Defects(Indian Context)

  • Survey on Mobile Phones and their defects JAI AWATRAMANI & ALIASGAR NAVAGHARWALA MBA(Tech.), Telecom, Class of 2004-09 NMIMS University The study result is intended to give understanding of the Indian Mobile Phone Market in terms of the defects that occur in Mobile Phones, Customer Satisfaction to complaint handling and Customer Loyalty.
  • Executive Summary India and the Indian Telecommunications Market Mobile phone production growth The Second fastest growing economy. estimation in India The fastest growing telecom sector of the CAGR of 28.3 per cent from 2006 to 2011, world. Teledensity of more than 28%. totalling 107 million handsets by 2010. 300 million mobile connections Revenues CAGR of 26.6 per cent from 2006 The Stretch of Mobile Phone to 2011, touching US$ 13.6 billion Teenager to 75 year old Urban to Rural Multimedia Rich to Plain vanilla Rs.1500 to Rs.50,000 More than 10 brands for options More than 150 options Available Everywhere Highly Marketed Prices Declining by the day Niche Players also starting to gain increasing market share
  • Executive Summary The Survey Need for the Research In the Month of October-November a spate of incidents among friends with regard to defects occurring with their Mobile Phones prompted us to discuss the issue A deeper observation revealed that there are many defects and there is a decreasing level customer care by service centers to defects complaints, leading to frustrations among the user The two researchers being from the field of telecom further generated huge curiosity to do a sample survey study and see the actual statistics prevalent. What did we measure? Survey Details The Mobile Phone Manufacturer Sample Size 309 The Price of Mobile Phone Duration Nov07 February08 The Type of Defect Total Cost of phones measured Rectification of Defect? 30 lakhs Days required for Rectification Location of Rectification Customer Satisfaction to Complaint handling Satisfaction to Current working of Phone Changeover Chance
  • 28% of Phones sold in market have The Results manufacturing defect Proportion of Defective Phones Due to Internal Problem occuring within 1 year from the date of Purchase from the total sample Average time To get phone repaired 16 days Average time To get phone replaced >30 days 87, 28% 38% of the Yes people who visited 23, 38% No authorized service center were not satisfied with the way their 38, 62% 222, 72% complaint was handled 20% are of total respondents are not satisfied with current Would you like working of their Phone to purchase the phone from the 61, 20% same company again 108, 35% Maybe No 166, 54% Yes 35, 11% 248, 80%
  • Mobile Phones and their Defects Research problem A study of defects in Mobile Phones, the rectification process and its effect on Customer Loyalty. OBJECTIVE To study the percentage of defective phones in the market To study the time taken for rectification. To study customer satisfaction towards rectification process and Customer loyalty towards the handset manufactures.
  • VARIABLE CLASSIFICATION Dependent Variable: Defects Intermediate Variable: Rectification Process Independent Variable: Customer Satisfaction & Customer Loyalty
  • Operational Definitions Defect in Phone: - Malfunctioning of the Handset in certain identified areas Multiple occurrence of Defect: - Defect occurring more than once (whether same or a different defect) in the phone lifetime. Software Keypad Hearing Type of Defect: Headphones/ Display External Body Attachments Speakers Joystick Network Cause of defect: - Whether the defect is within the phone or cause by some mistake from the user Rectification of Defect: - A defect can either be rectified or replaced.
  • Operational Definitions Place of Rectification: - Defective phones are rectified at any Provate Shop or Authorized Service Center Time required for rectification: - No. of Days Satisfaction for complaint handling: - Are the customer satisfied or unsatisfied with the way their complaints are handled Customer Satisfaction for current working of Phone: - Regardless of defect or no defects Customer Loyalty occurring from various factors: - How many users would like to purchase from the same manufacturer again.
  • HYPOTHESIS Hypothesis framed based on possible manufacturing standards and service levels timing given to solving customer complaints Hypothesis 1. 99% phones do not have manufacturing defect 2. 90% is the service level of complaints. 90% of all phones need repairing should be repaired within 2 days. 3. 99% of the people will always be loyal to manufacturer of the current handset they are using
  • Scope of the Research Majorly College going students Convenience method of random sampling was adopted
  • Research Tools Checklist with 4 parts Part 1: Customer Demographics Part2:Defect occurrence in Mobile & Defect detailing Part3:Customer Satisfaction to the way the Complaint was handled Part4: Satisfaction towards the current working conditions of phone and loyalty towards company.
  • Sampling Design How was the sampling done The population consists of every college student owning a Mobile Phone. Colleges are chosen because in Mumbai, colleges have students coming from every part of Mumbai. The population estimation of this sample covers all age groups as fundamentally the different mobile phones used in al age groups remains the same.
  • Information Flow Chart
  • Objective 1 To find out the percentage of defective mobile phones circulating in the market, the type of defect, cause of defect and occurrence of defect. Hypothesis 1: - 99% phones do not have manufacturing defect Question 1: How many mobile Question 2: Cause of defect? handsets in the market are User Mistake or Internal defective? Problem? Total defect - 129 No Yes 26, 20% 129, 42% Your Mistake Internal Problem of the Phone 180, 58% 103, 80%