Customer Satisfaction of LG mobile phones

Submitted in partial fulfillment of the requirements

For the award of degree in

MASTER OF BUSINESS ADMINISTRATION

By

SABAREESH .K. A

REG NO: 2941458

DEPARTMENT OF MANAGEMENT STUDIES

SATHYABAMA UNIVERSITY

(Established under Section 3 of UGC Act 1956)

JEPPIAAR NAGAR, RAJIV GANDHI ROAD

CHENNAI 6001

APRIL 2010

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DEPARTMENT OF MANAGEMENT STUDIES

BONAFIDE CERTIFICATE

This is to certify that this Project Report is the bonafide work of Mr. Sabareesh k.a Reg.No

2941458 who carried out the project entitled “Customer Satisfaction of LG mobile phones”

under our supervision from March 2010 to April 2010.

Internal Guide External Guide

MS. R.SARANYA (Name in Capital letters

With signature)

Head of the Department

Dr.Ms.VAISHALI.C.MAHAJAN, MBA,Ph.D

Submitted for Viva Voce Examination held on_________________

Internal Examiner External Examiner

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SATHYABAMA UNIVERSITY(Established Under section 3 of the UGC Act, 1956)

Accredited with B++ Grade by NAAC

JEPPIAAR NAGAR, CHENNAI - 600 119

DECLARATION

I Mr. SABAREESH .K.A Reg. No 2941417 hereby declare that the Project

Report entitled “Customer Satisfaction of LG mobile phones” is done by

me under the guidance of MS.R.SARANYA Lecturer, Sathyabama

University; Chennai is submitted in partial fulfillment of the requirements

for the award of the degree in MASTER OF BUSINESS

ADMINISTRATION.

DATE:

PLACE: SIGNATURE OF THE CANDIDATE

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ACKNOWLEDGEMENT

I would like to whole heartedly thank and express my sincere gratitude to the

Chancellor, Thiru. Dr JEPPIAAR, M.A.B.L., Ph.D., for his constant encouragement

in the development of this Project.

I also sincerely thank our Directors Thiru. MARIE JOHNSON, B.E., M.B.A., Tmt.

MARIAZEENA JOHNSON, B.E., M.B.A., for the constant encouragement and

stimulating atmosphere provided to me.

I also wish to thank the Vice Chancellor Dr. N.MANOHARAN, M.E, Ph.D., and

Dr. MS.VAISHALI.C.MAHAJAN, MBA,(PhD),Head of the Department, for their

valuable advice and support.

Most of all, I extent my sincere thanks to MS.R.SARANYA lecturer Department of

Management Studies for their continuous encouragement, guidance and support

throughout the development of this Project.

I also extend my sincere thanks to my family for their encouragement and support.

SABAREESH .K.A

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I INTRODUCTION

1.1 EXECUTIVE SUMMARY

Consumers whether of product or service are the private around which its fate

revolves. In the past though the customers are regarded as the kings they were not

treated as the kings and the general notion prevailed was that supply will creates its

own demand? But today the things have completely changed. Today the customers

are not only regarded but are getting the king hood consideration.

LG Electronics was established in 1958 and has since led the way into the advanced digital era thanks to the technological expertise acquired by manufacturing many home appliances such as radios and TVs. LG Electronics has unveiled many new products, applied new technologies in the form of mobile devices and digital TVs in the 21st century and continues to reinforce its status as a global company.

1958 Founded as Gold Star

1959 Korea first radios

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1998 60-inch Plasma TV

1999 Joint venture with Philips

2003 Enters UK GSM handset market

2005 Develops 3G UMTS DMB handset

2007 Launches HD disc player and drive

1958

Founded as Gold star

1960's

Produces Korea's first radios, TVs, refrigerators,washing machines, and air conditioners

1995

Renamed LG Electronics

Acquires US-based Zenith

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1997

World's first CDMA digital mobile handsets supplied to Ameritech and GTE in U.S. Achieves UL certification in U.S.

Develops world's first IC set for DTV

1998

Develops world's first 60-inch plasma TV

1999

Establishes LG Philips LCD, a joint venture withPhilips

2000

Launches world's first Internet refrigerator

Exports synchronous IMT-2000 to MarconiWireless of Italy

Significant exports to Verizon Wireless in U.S.

2001

GSM mobile handset Exports to Russia, Italy, andIndonesia

Establishes market leadership in AustralianCDMA market

Launches world's first Internet washing machine, air conditioner, and microwave oven

2002

Under LG Holding Company system, separatesinto LG Electronics and LG Corporation

Full-scale export of GPRS color mobile phones toEurope

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Establishes CDMA handset production line andR&D center in China

2003

Enters Northern European and Middle East GSMhandset market

Achieves monthly export volume above 2.5million units (July)

Top global CDMA producer

2004

EVSB, the next-generation DTV transmissiontechnology, chosen to be the U.S./Canada

Industry standard by the US ATSC

Commercializes world's first 55" all-in-one LCD TV

Commercializes world's first 71" plasma TV

Develops world's first Satellite- and Terrestrial-DMB handsets

2005

Becomes fourth-largest supplier of the mobilehandsets market worldwide

Develops world's first 3G UMTS DMB handset, 3G-based DVB-Hand Media FLO

DMB Phone with time-shift function and DMBnotebook computer

Establishes LG-Nortel, a network solution jointventure with Nortel

2006

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LG Chocolate, the first model in LG's Black Labelseries of premium handsets, sells 7.5 million unitsworldwide

Develops the first single-scan 60" HD PDP module and 100-inch LCD TV

Establishes strategic partnership with UL

Acquires the world's first IPv6 Gold Ready logo

2007

Launches the industry's first dual-format,high-definition disc player and drive

Launches 120Hz Full HD LCD TV

Demonstrated the world-first MIMO 4G-Enabled technologies with 3G LTE

Won contract for GSMA's 3G campaign

2008

Introduces new global brand identity: "Stylish design and smart technology, in products that fit our consumer's lives."

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OBJECTIVES OF THE STUDY

1.2 Objectives

Primary Objectives :

To find out the customer satisfaction level of LG mobile phone

And to study the Market Potential of LG MOBILE phones.

SECONDARY OBJECTIVES:

Analyzing the satisfaction level of customer towards LG mobile Phones

Analyzing the problem faced by LG mobile phones customers.

Analyzing which LG mobile products is more used by customers.

Collecting the data bases of different age group of customers interested in different types of toppings offer.

To make suggestions in the light of the findings of the study.

To find out consumer preferences.

Creating awareness to LG mobile phones customers about the advantages in using LG mobile

1.3 Scope of the study10

Customer Satisfaction is the degree to which customer expectations of a product or service are met or exceeded.

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.

The study is conducted on LG mobile users. The study is confined to the area of ADAYAR

To identified the customer Satisfaction and any changes to be made in LG mobile phones

To know why was the advertisement being noticed by the consumer?

The size of the sample was: 50

This study focus on Features, Appearances, Battery backup and Software compatibility of Nokia.

This study help LG to recognize the factor which is most satisfied and which factor have more dissatisfaction influencing the consumers to buy the LG Mobile

2.ORGANISATION PROFILE

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2.1 Industry profile

Type Public (KRX: 003550)

Industry Conglomerate

Founded 1947 in Busan, South Korea

Headquarters Seoul, South Korea

Area served Worldwide

Key people

Koo Bon-Moo, (Chairman & CEO)

Yu Sig Kang, (Vice Chairman & Co-

CEO)

Juno Cho, (EVP, COO, & Director)

Products

Electronics

Chemicals

Telecommunications

Revenue▲ $104.3 billion (115 Trillion KRW,

1 USD = 1102.6 KRW) (2008)

Employees 177,000 (2008)

Subsidiaries LG Electronics

LG Display

LG Telecom

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LG Chem.

Website LG.com

The LG Corp is South Korea's third largest conglomerate that produces electronics, chemicals,

and telecommunications products and operates subsidiaries like LG Electronics, LG Display, LG

Telecom and LG Chem. in over 80 countries.

LG Corp founder Koo In-Hwoi established Lak-Hui Chemical Industrial Corp. in 1947. In 1952,

Lak-Hui (pronounced "Lucky", currently LG Chem.) became the first Korean company to enter

the plastics industry. As the company expanded its plastics business, it established Gold star Co.,

Ltd., (currently LG Electronics Inc.) in 1958.

In 1959, Gold star produced South Korea's first radio. Many consumer electronics were sold

under the brand name Gold Star, while some other household products (not available outside

South Korea) were sold under the brand name of Lucky. The Lucky brand was famous for its

line of hygiene products such as soaps and Hi-Ti laundry detergents, but most associated with its

Lucky and Perioe toothpaste.

In 1995, to better compete in the Western market, the company was renamed "LG", the

abbreviation of "Lucky Gold star". More recently, the company associates its tagline "Life's

good", with the letters LG. Since 2009, LG also owns the domain name LG.com.

Companies

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Gold star logo, prominently used before the introduction of the LG logo.

Since 2001, LG has two joint ventures with Royal Philips Electronics: LG Philips

Display and LG.Philips LCD, but Philips sold off its shares in late 2008.Also LG

has entered into a joint venture with Nortel Networks and has created LG-Nortel

Co. Ltd. LG has a joint venture with Hitachi, Hitachi-LG Data Storage, which

manufactures optical data storage products like DVD-ROM drives, CD writers, etc.

LG has owned the LG Twins baseball club since 1989. LG acquired American

television manufacturing company Zenith in 1999.

Associated companies

GS Group

LS Group

LIG Group

Group families

Electronics industries

LG Electronics

LG Display

Telecommunications and Services

LG Telecom

CS Leader

A•IN

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LG Dacom

LG Power COM

DACOM Crossing

DACOM Multimedia Internet

CS ONE Partner

LG CNS

LG N-Sys

V-ENS

BIZTECH & EKTIMO

Ucess Partners

SERVEONE

LG International

TWIN WINE

Geovine

pixdix

Korea Commercial Vehicle

LG Solar Energy

G2R

HS Ad

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Wise bell

TAMS Media

Alchemedia

W Brand Connection

2.2Company profile

Mobile communications

LG Electronics Mobile Communications Company is a global leader and innovator in the worldwide mobile market, providing consumers with better mobile experiences through its smart technology and stylish handset designs.

LG makes mobile phones with superior technology and designs that deliver value to customers. To achieve this, LG makes every effort to anticipate customers' needs and surpass them with premium products.

This is exemplified by the Black Label Series, which connects with customers on a more emotional level by combining sophisticated design with advanced technology to create a unique and desirable handset. LG has seen great success with its Black Label Series phones and launched the LG Secret, the third model in this series, in April 2008.

LG's recent focus has been on introducing the best-looking phones, without sacrificing any advanced features. LG will continue to set trends in the mobile industry by focusing on stylish designs and smart technology.

LG has achieved an annual growth rate of 40 percent from 2001 to 2007, and has maintained its position as the world's top CDMA handset producer since 2005. Last year, LG sold 80.5 million handsets globally, up 27 percent over 2006 and plans to sell more than 100 million units in 2008, a 25 percent increase over 2007.

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Main Products

LG Secret, the third handset in the Black Label Series Crafted of carbon fiber and tempered glass, matched with rich technological features, the LG Secret, the third handset in LG's Black Label Series, exemplifies style that lasts. LG has once again proven its legacy as a worldwide trendsetter and design leader in the mobile industry with this handset, following the success of its predecessors, LG Chocolate and LG Shine. This timelessly elegant phone includes the slimmest 5 mega pixel camera and is made of innovative materials. As its name suggests, the LG secret is filled with features waiting to be revealed and explored.

LG Viewty LG Viewty is a professional-level 5.0-megapixel camera phone that perfectly demonstrates LG's ability to create phones with high-end technology without compromising on style. LG Viewty includes features found on many high-end stand-alone cameras and other features found nowhere else. LG developed this handset with customers in mind and put their viewing enjoyment at the center of the Viewty's design. The phone's high tech features are accessible through a 3-inch wide full touchscreen, which provides users with an optimized viewing environment.

PRADA Phone by LG 17

PRADA Phone by LG The PRADA Phone by LG is a real breakthrough for the industry, as it is a unique, sophisticated, and elegant mobile phone, which includes the world's first complete advanced touch interface. LG's technology heritage and PRADA's design credentials joined forces to produce the ultimate style icon, offering strong emotional appeal through a combination of innovative mobile technology and top fashion. The PRADA Phone by LG is more than just a mobile phone - it is a product that touches the innermost thoughts and emotions of consumers.

Handsets with Touch

Handsets with Touch This year has been the "Year of Touch" for LG. The company has introduced a variety of phones with touch technology, going beyond conventional touchscreens to improve both usability and enjoyment for consumers. Examples include the LG-KF600, LG-KF700 and LG-KF510. The LG-KF600 has a unique touch-based virtual navigation keypad, the Interact Pad™, with virtual keys that change interactively to fit the task at hand. The stylish slim LG-KF510 slider phone includes an advanced LED touchpad that follows users' fingers, creating different patterns and a more exciting experience. The LG-KF700 is the first phone to combine a full touch screen with two input methods, an alpha-numeric keypad and shortcut dial, creating a natural and intuitive interface. (LG-KF510, LG-KF600, LG-KF700)

Voyager by LG

Voyager by LG

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Impressive enough with its full touchscreen and QWERTY keyboard, the Voyager by LG multimedia phone also represents the start of a new era in media convergence. It takes full advantage of Verizon's VCAST Mobile TV service and is also the perfect choice for web browsing and text messaging. Voyager's multimedia features make it the perfect companion for any journey, not just keeping people connected, but also entertaining them with music and video features. It also allows them to capture the experience with the camera and camcorder.(LG-VX10000)

Executives

Executive Vice President Skott Ahn

Mobile Communications R&D Area

Learn about the technologies involved in LG mobile communications that are leading us into the future.

View main mobile communications products

Mobile Phone

Digital appliance

LG Electronics Digital Appliance Company is creating trend-setting products, such as steam washing machines and refrigerators adorned with flower patterns and crystals "made with CRISTALLIZED™ - Swarovski elements", which balance the most advanced technology with beautiful style.

LG Digital Appliance Company is providing customers more options in design and style and helping make home appliances a crucial part of home decor. LG is also continuing technology innovation to make your life easier and more enjoyable for customers.

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LG also takes environmental issues such as global warming and the depletion of nonrenewable natural resources very seriously. That's why LG has been working hard to design products that minimize power consumption. In addition, LG has developed hybrid energy solutions to actively respond to energy-efficiency and eco-friendly needs in the marketplace and also help create future business opportunities.

Executives

PresidentYoung-Ha Lee

Digital Appliance R&D Area

Learn about the technologies involved in LG digital appliances that aim to create a more pleasant life on Earth

Mobile EntertainmentDevices

Mobile Entertainment Devices Our main mobile entertainment devices are touch screen mobile TVs, touch screen MP3 players and slim touch pad MP3 players. We introduced the first MP3 player with touch screen capability that won numerous awards from an EISA Best Product Award, red dot Design Awards and iF Product Design awards for its stylish design and innovative graphical user interface. Building upon this accomplishment, we will introduce the first touch screen mobile TV that will be a pleasurable digital experience for all users. We aim to offer a touch-screen mobile TV to European football fans in time for the 2008 UEFA European Football Championship.

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Executives

ExecutiveVice President B.B. Hwang

Digital Media R&D Area

Learn about the technologies involved in LG digital media that help make data more user-friendly.

Yong NamVice Chairman and CEO, LG Electronics

Yong Nam was appointed Vice Chairman and CEO of LG Electronics on January 1, 2007. His appointment signifies LG's desire to achieve the status of a highly profitable, technological leader with strong brand power.

Company  

Young-Ha Lee

President and CEO / Digital

Simon Kang

President and CEO / Digital 21

Appliance Company Display Company

3.Review of literature

3.1 LITERATURE REVIEW

Customers’ satisfaction

When we talk about customer satisfaction, we talk about creativity. Creativity allows us to handle or diffuse problems at hand or later on in the process of conducting the everyday business. We talk about how, or rather what, does the organization have to do to gain not only the sale but also the loyalty of the customer. We want to know the payoff of the trans-action both in the short and long term. We want to know what our customers want.

We want to know if our customers are satisfied. Satisfaction, of course, means that what we delivered to a customer met the customer‘s approval. We want to know if customers are delighted and willing to comeback, and so on.

Fleiss and Feldman present examples of that delightful-ness in their writings. Fleiss has written about Ben and Jerry‘s ice cream and Feldman has discussed excellence in a cab ride. As important as delightfulness is, some of us minimize it, or even totally disregard it. At this point, we fail. Some of the issues that will guarantee failure in sales, satisfaction, and loyalty are: •Employees must adhere to a rigid chain of command• Employees are closely supervised• Conflict—in whatever form—is not allowed• Rewards are based on carrot-and-stick

Level 1.

Expectations are very simple and take the form of assumptions, must have, or take it for granted

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For example, I expect the airline to be able to take off, fly to my destination, and land safely. I expect to get the correct blood for my blood transfusion. And I expect the bank to deposit my money to my account and to keep a correct tally for me.

Level2. Expectations are a step higher than that of level 1 and they require some form of satisfaction through meeting the requirements and/or specifications

.For example, I expect to be treated courteously by all airline personnel. I went to the hospital expecting to have my hernia repaired, to be in some pain after it was done, to be out on the same day, and to receive a correct bill. And I went to the bank expecting the bank teller to be friendly, informative, and helpful with my transactions

Level 3.

Expectations are much higher than for levels 1 and 2.Level 3 requires some kind of delightfulness or a service that is so good that it attracts me to it

For example, an airline gives passengers traveling coach class the same superior food service that other airlines provide only for first-class passengers. In fact, I once took a flight where the flight attendants actually baked cookies for us right there on the plane. When I went to the hospital, I expected staff to treat me with respect and they carefully explained things to me. But I was surprised when they called me at home the next day to find out how I was doing. And at my house closing, the bank officer, representing the bank holding my mortgage, not only treated me with respect and answered all my questions about my new mortgage, but just before we shook hands to close the deal, he gave me a housewarming gift.

Brand image

Hide links within definitions Show links within definitions. Impression in the consumers' mind of a brand's total personality (real and imaginary qualities and shortcomings). Brand image is developed over time through advertising campaigns with a consistent theme, and is authenticated through the consumers' direct experience. See also corporate image

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Brand Value Model

Buyers who are considering a purchase scan their service options and develop a consideration set. Within the consideration set, they develop a hierarchy of brands based on their assessment of Price, Product or Service Features, and Brand Name. Typically, they choose the brand at the top of their hierarchy, if available. If a brand is consistently at the top of their hierarchy, the buyer will be loyal to that brand.

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

The values each respondent places on price, performance attributes, and brand equity define their value equation for a product or service category. We can derive these values at the respondent level using modified trade-off exercises.

A key advantage of the Brand Value Model is that it allows the calculation of utilities and importance‘s at the individual consumer level. This acknowledges the highly individual nature of the evaluation of products and services in many categories. Furthermore, it permits an exploration of value structures across existing consumer segments or the development of new segments based on the components of the value equation.

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

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the brand name due to such things as the image transferred to the purchaser, trust, longevity in the marketplace, social responsibility, consistent performance, and so forth (i.e. the intangibles), and impacting purchase choice. We refer to this as the brand's equity. The third component is the price/cost of the product. Thus, the total value (or utility) of a product or service is a function of 1.) its physical, tangible, deliverable features, 2.) Its brand equity, and 3.) its price.

In addition, we believe that a brand's value is directly related to customer loyalty. That is, if a particular brand maintains a significantly higher perception of value to a consumer than any other brand in the category, that consumer will consistently purchase that brand and consistently recommend that brand to others. Conversely, as brands in a category become less differentiated in terms of both tangible and intrinsic features, price becomes the major differentiator of value, and thus, there is little loyalty.

We observe that people tend to trade off price against the combined bundle of tangible product features and brand equity in order to optimize total utility or total value.

We also note that the intrinsic part of a brand's value, brand equity, may be positive or negative, meaning that a brand name can be used to increase overall utility of a

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choice, or may detract from the overall utility of a choice. Said differently, positive brand equity allows a marketer to charge a premium in the market place over the value of the bundle of tangible features alone, or over the value of an unbranded product/service. And, some branded names in a particular category could have such a negative value among some purchasers such that the brand's equity could be below that of an unbranded, or base line, product/service.

The estimate of brand equity is relative to the other brands in the measured competitive set. Therefore, to obtain an estimate of absolute brand equity we often recommend that the study include either an unbranded product, a store brand, or a dummy brand name, whichever is most appropriate for the category. This provides the base price point for estimating brand equity in terms of its absolute dollar value.

The advantages of this modeling approach are:

1. The model is not dependent on internal financial data.

2. It is relatively fast and easy to execute using proven research methods.

3. It can be executed at any time in the business cycle. That is, it is not dependent on internal cyclical accounting changes.

4. It takes into account all major relevant brands in a defined product/service category.

5. It measures brand equity relative to other current and potential brands in the category, including unbranded items when they exist in the category.

6. It recognizes that value of any one brand's equity can be defeated in the marketplace by competitor pricing strategies, at least in the short run.

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Meanings

It is a process by which a producer by means of product or services satisfies the wants and needs of the customers by means of the attributes of their product and also by the after sale services provided by them.

NEEDS

1. Customer is the king of the market and no company and brand could survive without satisfying the customers.

2. Customer satisfactions will automatically lead to customer loyality or brand locality.

3. Customer satisfaction will lead to increase the number of customer.4. Satisfying of the customers wants will avoid legal fusil.5. Customer satisfaction will increase the prestige of the company.6. It facilitates the sustainability of demand and the commodity.7. It facilitates expansion and diversification of the product.8. It becomes easy to launch and create demand when a customer satisfying

brand introduces its new variant in to the market.

Objectives

1. To creates customers2. For profit maximization3. To protect the interest of the customer.4. For increasing the standard of living of the people.

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4. RESEARCH METHODOLOGY

Research methodology is considered as the nerve of the project. Without a

proper well-organized research plan, it is impossible to complete the project

and reach to any conclusion. The project was based on the survey plan. The

main objective of survey was to collect appropriate data, which work as a

base for drawing conclusion and getting result.

Therefore, research methodology is the way to systematically solve the research

problem. Research methodology not only talks of the methods but also logic

behind the methods used in the context of a research study and it explains why a

particular method has been used in the preference of the other methods

4.1Research design:

Research design is important primarily because of the increased complexity in the

market as well as marketing approaches available to the researchers. In fact, it is

the key to the evolution of successful marketing strategies and programmers. It is

an important tool to study buyer’s behavior, consumption pattern, brand loyalty,

and focus market changes. A research design specifies the methods and procedures

for conducting a particular study. According to Kerlinger, “Research Design is a

plan, conceptual structure, and strategy of investigation conceived as to obtain

answers to research questions and to control variance.

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4.2Sampling Techniques

The next step in research study after collecting data is the sampling

process. When a decision is made to use the sample, a number of factors must be

taken into consideration. The various steps involved in the sampling process are:

Identifying target population.

Determining sample frame.

Selecting sampling procedure.

Determine sample size.

Execute sampling

Obtaining information from respondents.

Generating information for decision making.

The target population in this study was the STUDENTS &

EMPLOYEES.

The sampling technique had to be selected. There are two types of

sampling techniques:

Probability sampling

Non-probability sampling

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Among the probability sampling, the sampling used in this study was

Stratified sampling.

Stratified Sampling

If the population from which a sample is to be drawn does not constitute

a homogenous group, then stratified sampling technique is applied so as to obtain a

representative sample. In this technique, the population is stratified into number of

non-overlapping sub populations or strata and sample items are selected from each

stratum. If the items selected from each stratum is based on simple random

sampling, the entire procedure, first stratification and then simple random sampling

is known as stratified sampling. The stratified sampling results in a more reliable

and detailed information. The researcher uses simple random sampling for

selection of items from each stratum.

4. 3Data collection methods:

After the research problem, we have to identify and select which type of data is to

research. At this stage; we have to organize a field survey to collect the data. One

of the important tools for conducting market research is the availability of

necessary and useful data.

Primary data:

For primary data collection, we have to plan the following four important aspects.

Sampling

Research Instrument

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Secondary Data - The Company’s profile, journals and various literature

studies are important sources of secondary data.

Data analysis and interpretation

1. Questionnaires

2. Pie chart and Bar chart

Questionnaires:

This is the most popular tool for the data collection. A questionnaire contains

question that the researcher wishes to ask his respondents which is always guided

by the objective of the survey.

Pie chart:

This is very useful diagram to represent data, which are divided into a number of

categories. This diagram consists of a circle of divided into a number of sectors,

which are proportional to the values they represent. The total value is represented

by the full create. The diagram bar chart can make comparison among the various

components or between a part and a whole of data.

Bar chart:

This is another way of representing data graphically. As the name implies, it

consist of a number of whispered bar, which originate from a common base line

and are equal widths. The lengths of the bards are proportional to the value they

represent.

Preparation of report:

The report was based on the analysis and presented with the findings and

suggestions. The sample of the questionnaires is attached with the report itself.

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5.DATA ANALYSIS AND INTERPRETATION

TABLE5-1 AGE ANALYSIS

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

15-25 9 18%26-30 38 76%36-50 3 6%Above 50 0 0%total 50 100%

INTERPRETATION

In the above table 18% of people are belongs to 15-25, 76% belongs to 26-30,6% belongs to 36-50.

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TABLE-2 GENDER ANALYSIS

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

MALE 25 50%FEMALE 25 50%TOTAL 50 100%

INTERPRETATION

In the above table 50% of respondance is male and 50% of respondance is female.

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Table3 Educational qualification of respondances

qualification NO OF RESPONDANCE

PERCENTAGE ANALYSIS

sslc 10 20%Graduate 20 40%Post graduate 10 20%

others 10 20%

Total 50 100

INTERPRETATION

In the above table show the qualification of respondance sslc are 20%, graduate 40%,p.g 20% and others 20%

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TABLE-4 Occupation of respondance

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

SELF EMPLOYED 20 40%

PRIVATE SECTOR 17 34%

PUBLIC SECTOR 0 0%

PROFESSIONAL 0 0%

STUDENT 13 26%

AGRICULTURE 0 0%

TOTAL 50 100%

INTERPRETATION

In the above table 40% of people from self employed sector.

34% from private sector, nobody from public sector, no body from professional side, and 26% are student.

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TABLE-5 INCOME ANALYSIS

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

BELOW 5000 12 24%BETWEEN 5000-10000

38 76%

BETWEEN 10000-20000

0 0%

ABOVE 20000 0 0%TOTAL 50 100%

INTERPRETATION

In the above table income below 5000 are 24%, between 5000-10000 are 76% and between 10000-20000, above 20000 are 0%

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TABLE-6 DO YOU HAVE A MOBILE PHONE

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

YES 50 100%NO 0 0%TOTAL 50 100%

INTERPRETATION

In the above table 100% of the respondance have mobile phones.

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TABLE-7 which company you prefer most?

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

LG 40 80%nokia 4 8%Sonyericsson 6 12%TOTAL 50 100%

INTERPRETATION

In the above table 80% of respondance have LG mobiles,8% have sonyericsson and 12% have Samsung mobiles.

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TABLE-8 what is your opinion about LG?

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

GOOD 4 8%VERY GOOD 40 80%BETTER 6 12%TOTAL 50 100%

INTERPRETATION

In the above table 8% of respondance opinion is good, 80% of opinion is very good and 12% of opinion is better

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TABLE-9 which feature of the phone you like most?

INTERPRETATION

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SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

BATTERY LIFE 27 54%BLUE TOOTH 5 10%INFRARED 8 16%CAMERA 10 20%TOTAL 50 100%

In the above table 54% of people like battery life feature of the mobile,10% like the Bluetooth feature of the phone,16% like the infrared and 20% like the features of camera.

TABLE-10 your opinion about the customer service provided by LG?

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

VERY GOOD 24 48%GOOD 16 32%SHARP 10 20%TOTAL 50 100%

INTERPRETATION

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In the above table 48% of the respondance prefer very good,32% prefer good,20% prefer sharp.

TABLE-11 Opinion about the design of the product?

SCALES NO OF RESPONDANCE

PERCENTAGE ANALYSIS

GOOD 21 42%BETTER 15 30%ATTRACTIVE 14 28%TOTAL 50 100%

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INTERPRETATION

In the above table 42% opinion is good, 30% opinion is better and 28% opinion is attractive

Table-12 what is your opinion about the pricing of the product?

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

AFFORDABLE 16 32%LOW 20 40%HIGH 14 28%TOTAL 50 100%

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INTERPRETATION

In the above table 32% of respondance says affordable, 40% says low,28% says high

TABLE-13 what is your opinion of music hot keys provided in LG MOBILE PHONES?

SCALES NO OF RESPONDANCE

PERCENTAGE ANALYSIS

STYLISH 22 44%BETTER 18 36%CANT SAY 10 20%TOTAL 50 100%

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INTERPRETATION

In the above table 44% opinion is stylish, 36% of persons opinion isbetter, 20% of person responds can’t say

TABLE-14 Do you think the company has to modify the current models of the phones?

SCALES NO RESPONDANCE

PERCENTAGE ANALYSIS

YES 20 40%NO 18 36%CANT SAY 12 24%TOTAL 50 100%

INTERPRETATION

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In the above table 40% of respondance suggest to modify companies current models of phones.36% suggest no, 24% responds can’t say

TABLE-15 your opinion about sales man ship of LG dealers?

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

GOOD 24 48%BETTER 19 38%BAD 7 14%TOTAL 50 100%

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INTERPRETATION

In the above table 48% opinion is good, 38% opinion is better, 14% opinion is bad.

6 FINDINGS

1. Majority of the people of the sample size prefer LG mobile

phones than others.

2. People of family ,working place and residential area prefer

LG mobile phones

3. Most of the respondance like the features provided in the

mobile phones

4. LG mobile phones are far MOREsuperior than other

mobile phones in the market.

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7.SUGGESTIONS

Most of the respondents were satisfied with the price, company image and Battery backup of LG. So it is suggested that the same standard is to the maintained.

Factors like after service, audio output, software compatibility and special features are admired the respondents, hence this features has to be continued.

Regarding built in memory and brand image, a few of the respondents expressed their dissatisfaction. So this factor has to be improved with a view to attract more customers and to retain the existing customers.

To attract customers situated in all areas, advertisement can be given through all media to attract customers in rural areas.

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

Improve the ads of LG mobiles.

Give some more stress to speaker quality.

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8.CONCLUSION

The project which was conducted for knowing the customer satisfaction of LG mobile phones has brought forward many new facts to the front. It was conducted as a part of the procedure which generally followed by the companies to keep in track with the changing trends, taste and preferences of the customers.

In the first stage questionnaire were prepared and opinion were taken from the public on the basis of random sampling as primary data. Then tables were created to drawn conclusion .This was followed by reviewing of literature followed by data analysis and interpretation.

The following findings were derived.

Majority of people of both the sample and their contacts prefer LG mobile phones than others.

We can draw a conclusion that this research has been

fruitfully beneficial. And more researches like this has

to be conducted in order to make sure quality standard

and analyze the scope of improvement

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9.BIBLIOGRAPHY

www.lgindia.com

www.google.com

www.wikipedia.com

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10. ANNEXURE

QUESTIONNAIRE

Objective: A study on customer satisfaction towards LG MOBILE PHONES.

1. Name :2. Gender :3. Age :

15-25 26-30 30-35 35-40 above 40

4. Educational qualification :

SSLC Graduate post graduate others

5. occupation :

Self employed private sector public sector

Professional student agriculture

6. Income ( per month ) in Rs:

Below 5000 5000-10000 10000-20000 above 20000

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7. Do you have a mobile phone?

Yes no

8. Which company you prefer most?

LG S SONY ERICSSON Samsung

9. What is your opinion about LG?

good very good better

10. Which feature of the phone you like most?

          Battery life        Bluetooth infrared camera

11. Your opinion about the customer service provided by LG?

Very good good sharp

12. Opinion about the design of the product?

Good better attractive

13. What is your opinion about the pricing of the product?

Affordable low high

14. What is your opinion of music hot keys provide in LG mobile phones?

Stylish better can’t say

15. Do you think the company has to modify the current model of the phones?

Yes no can’t say

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16. Your opinion about sales man ship of LG dealers?

Good better bad

We welcome your valuable suggestion if any to improve product: _________ _

Thank you

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