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their defects
JAI AWATRAMANI & ALIASGAR NAVAGHARWALA
MBA(Tech.), Telecom, Class of 2004-09
NMIMS University
38% of the
Yes people who
No visited
authorized
service center 23, 38%
were not
satisfied with
the way their
222, 72% complaint was
handled
38, 62%
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
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
Your Mistake
Internal Problem of the Phone
129, 42%
180, 58%
103, 80%
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.
80 71 87, 28%
60
47 Yes
40 No
22
20
0 222, 72%
1) Within 1 2) Within 3 3) Within 6 4) Within 12 5) More
months months months months than 1 yr
Percentage
Cumulative Percentage
FINDINGS OF OBJECTIVE 1
50, 45%
61, 55%
99, 77%
Objective 2:
To find out where did the customer rectify his handset and in how many days
3, 25%
47, 47%
52, 53%
9, 75%
Repaired Authorized Service Centre Repaired Private Shop
Objective 2:
To find out where did the customer rectify his handset and in how many days
• Question 9: How many days it took for the Authorized Service Centre and
the Private Shop to get the defect rectified?
Replacement (days)
Repaired (days)
N 12
N 99
Average 55
Average 16
Upper Limit 76
Upper Limit 21
Lower Limit 33
Lower Limit 10
Repaired Replacement
Authorized Private Shop Authorized Private Shop
N 52 47 N 9 3
Average 15 17
Average 63 30
Median 6.5 5
Mode 1 2 Upper Limit 88 103
Upper Limit 22 25 Lower Limit 38 -42
Lower Limit 7 8
FINDINGS OF OBJECTIVE 2
23, 38%
23, 44%
29, 56%
38, 62%
No
Authorized Service Yes
Center (ASC)
Objective 3
To study customer satisfaction towards rectification process and current
working of phone and Customer loyalty towards the handset manufactures.
108, 35%
Maybe
No
166, 54% Yes
35, 11%
248, 80%
No
Yes
Objective 3
To study customer satisfaction towards rectification process and current
working of phone and Customer loyalty towards the handset manufactures.
140
100 Maybe
Count
No
Yes
80 152
152, 62%
60 11, 4%
85
40
Are you satisfied with the working of your Phone now = No,
20 Would you Purchase from the same company Again? - YES/NO/MayBe
24 23
11 14
0 14, 23% 23, 38%
Yes No Maybe Yes No Maybe
Yes No
Maybe
Are you Satisfied with Working of Phone and No
Would You Purchase from the same company Again
Yes
24, 39%
Objective 3
To study customer satisfaction towards rectification process and current
working of phone and Customer loyalty towards the handset manufactures.
52, 40%
No No
Yes Yes
77, 60%
248, 80%
Objective 3
To study customer satisfaction towards rectification process and current
working of phone and Customer loyalty towards the handset manufactures.
45, 41%
46, 42%
Maybe
No
Yes
18, 17%
Objective 3
To study customer satisfaction towards rectification process and current
working of phone and Customer loyalty towards the handset manufactures.