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Published by Vikas Singh Baghel

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Published by: Vikas Singh Baghel on Jun 18, 2012
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06/18/2012

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CUSTOMER SATISFACTION LEVEL IN REFRENCEWITH NOKIA MOBILES
 
 Dissertation project reportSubmitted in partial fulfilment of the requirements for the award of  the diploma of 
POST GRADUATE DIPLOMA IN MANAGEMENTBySUSHIL KUMAR TRIPATHI
(Enrolment No. 1104080)PGDM
-
International Business
 
Indian Institute of Tourism & Travel Management
 
INDIAN INSTITUTE OF TOURISM & TRAVEL MANAGEMENT
(An Autonomous Institute Of Ministry Of Tourism, Govt. Of India)
GOVINDPURI, GWAL
 
 
Abstract
The project revolves around the Gwalior NOKIA Mobile market, where the objectives are tounderstand the satisfaction level with reference to Nokia mobile, reason for selecting or rejectingNokia mobile phones. Nokia Care provides support services to consumers through online, emailand call center services, supported by a network of authorized service centers. The supportincludes basic product information, guides and demonstrations, discussion boards, softwareupdates, advice on specific issues, and warranty repairs. It also helps consumers to find outwhere to recycle their old products. They aim at getting a wide picture of consumer experienceby using different consumer feedback channels, and respond with targeted improvement actions.The main feedback channels include consumer satisfaction surveys, feedback throughindependent market research companies and Nokia Care contacts.Basic aim of the project was to understand the concept of mobile phone, history of mobilephone, what features are coming in mobiles phones in future. I take the sample size of 120customers and 30 dealers; I have used questionnaire method for collecting the data and for thedetail study of my project report. The analysis was done with help of data collected.
 
Statement of Authenticity
 
Date-
15 April „12
 I certify that all statements and information contained herein and in all my application materialssubmitted by me are true, correct and accurate to the best of my knowledge and belief. I furthercertify that the writing was written solely by me and is my original work. I attest that the materialcontained in this portfolio is my original work, and belongs solely to me. I own all rightsconnected to these pieces and reserve the right to grant or deny permission to reprint them.By signing this form, I am certifying that my writing is the sole creation of my own efforts andideas. I understand that plagiarism is
a crime defined as the use of another‟s words, ideas or 
 expressions without acknowledging their source. I further understand that plagiarism is groundsfor immediate disqualification.SignatureSushil Kumar Tripathi
 

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