THE SURAT PEOPLE’S CO. OP. BANK COLLEGE OF BUSINESS

ADMINISTRATION

T.Y.B.B.A. (2011-2012)

PROJECT ON“Customer satisfaction

Towards Nokia mobile”

Submitted By:

Name Roll no.

1. Malav Ichchhaporia (50)

2. Jivani Raj (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.

Identify & formulate the

problem

Research Process:-

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?

Q.5 Which model of nokia you use?

____________________________

Sources

Advertisement

friends

Newspaper

Publicity

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

Q.8 Rate the following performance of Nokia mobile?

1-Highly satisfied 2 - Satisfied 3- Nutral 4- Dissatisfied 5- Highly dissatisfied

1 2 3 4 5ParkingBilling counterAttitude of sales personStore Environment

1 2 3 4 5Battery back upUser friendlynessDisplay & clarityBody

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

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

Q.11 Would you like to recommend Nokia to other? Yes No

Q.12 Please Give your suggestion.

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ __________

1 2 3 4 5PriceQuality of mobileAfter sales service

1 2 3 4 5High Price Poor QualityLack of awareness

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?

Interpretation:

We found that more than 98% people have mobile.

OPTION RESPONDENTYES 163NO 03

YES NO0

20406080

100120140160180

RESPONDENT

RESPONDENT

2. Which company you prefer mobile?

Interpretation:

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

OPTION RESPONDENT

NOKIA 93

SAMSUNG 32

L.G. 17

MICROMAX 09

OTHER 12

NOKIA SAMSUNG L.G. MICROMAX OTHER0

10

20

30

40

50

60

70

80

90

100

RESPONDENT

RESPONDENT

Q.3 Since when you are using mobile?

Interpretation:

We found that more than 65%

Peoples use mobile more than

1 year.

OPTION RESPONDENTLess than 3 months 12

3 to 6 months 166 to 12 months 27More than 1 year 108

RESPONDENT

less than 3 month3 to 6 months6 to 12 monthsmore than 1 year

Q.4 from which source you come to know about nokia mobile? (please tick mark)

Interpretation:

so, we found that the most of

Customers are aware about Nokia

Mobile by Advertisement & friends.

Sources RESPOMDENTAdvertisement 126friends 139Newspaper 88Publicity 21

ADVERTISEMENTFRIENDS

NEWSPAPERPUBLICITY

020406080

100120140

RESPONDENT

RESPONDENT

Q.6 From which shop you purchase Nokia mobile?

Interpretation:

We found that more than

50% customers are

Purchasing Nokia mobile

From Nokia mobile store.

OPTIONNOKIA MOBILE STORE 48

BHATIA MOBILE STORE 15

PRAKASH MOBILE STORE 20

OTHER 12

NOKIA MOBILE STORE

BHATIA MOBILE STORE

PRAKASH STORE OTHER0

10

20

30

40

50

60

RESPONDENT

RESPONDENT

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 2 3 4 5 TOTAL

Parking 11 22 14 41 5 93

Billing counter 37 31 13 8 4 93

Attitude of sales person

49 22 11 6 5 93

Store Environment

48 24 14 4 3 93

Q.8 Rate the following performance of Nokia mobile?

1-Highly satisfied 2 - Satisfied 3- Nutral 4- Dissatisfied 5- Highly dissatisfied

1 2 3 4 5 TOTAL

Battery back up 46 16 19 9 3 93

User friendlyness

35 21 23 10 4 93

Display & clarity

41 16 25 7 4 93

Body 39 24 16 6 8 93

WEIGHTED AVERAGE METHOD:

1). Battery back up:

WEIGHTAGE AVERAGE = ∑wixi / ∑xi

= 186 / 93

= 2

Preference ( WI)

XI WIXI

1 46 46

2 16 32

3 19 57

4 9 36

5 3 15

TOTAL 93 186

2). User friendlyness:

WEIGHTAGE AVERAGE = ∑wixi / ∑xi

= 206 / 93

=2.2151

Preference ( WI)

XI WIXI

1 35 35

2 21 42

3 23 69

4 10 40

5 4 20

TOTAL 93 206

3). Display & clarity:

WEIGHTAGE AVERAGE = ∑wixi / ∑xi

= 196 / 93

=2.1075

Preference ( WI)

XI WIXI

1 41 41

2 16 32

3 25 75

4 7 28

5 4 20

TOTAL 93 196

4).Body :

WEIGHTAGE AVERAGE = ∑wixi / ∑xi

= 199 / 93

=2.1398

Preference ( WI)

XI WIXI

1 39 39

2 24 48

3 16 48

4 6 24

5 8 40

TOTAL 93 199

Q.9 Rate the following factors on the basis of satisfaction.

1- Highly satisfied 2- Satisfied 3- Nutral 4- Dissatisfied 5- Highly dissatisfied

1 2 3 4 5 TOTAL

Price 28 24 14 18 9 93

Quality of mobile

36 18 19 15 6 93

After sales service

23 13 20 21 16 93

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 TOTAL

High Price 39 31 39 23 32 163

Poor Quality 25 17 44 39 46 163

Lack of awareness

22 41 23 35 40 163

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

Interpretation:

We found that more than 87%

Customers recommend Nokia

to others.

OPTION RESPONDENT

YES 142

NO 21

RESPONDENT

YESNO

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:

Nokia’s 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)

Founder(s)Fredrik IdestamLeo Mechelin

Headquarters Espoo, Finland

Area served Worldwide

Key people Jorma Ollila (Chairman)Stephen Elop (President & CEO)Timo Ihamuotila Kai Öistämö Richard Green

Net income $1.850 billion (2010)

Total assets $39.12 billion (2010)

Employees 132,430 (2010)

Website Nokia.com

BRAND PERCENTAGE

NOKIA 28.9%

SAMSUNG 17.6%

LG 7.1%

Apple 2.9%

Others 40.4%

Quantity market share(2010)

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. 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.

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.

iii. Characteristics of interest:

- Performance of Nokia mobile.

-After sales Service issue.

To measure customer satisfaction of Nokia mobile from Rander at 2011.

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 don’t

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 Don’t

know how to operate it.

Suggestion:

Practical demonstration should be given to customer.

Thank you