Summer Project Report

1. INTRODUCTION
Nokia Corporation is a Finnish multinational communications corporation that is
headquartered in Keilaniemi, Espoo, a city neighboring Finland's capital Helsinki. Nokia is
engaged in the manufacturing of mobile devices and in converging Internet and communications
industries, with over 123,000 employees in 120 countries, sales in more than 150 countries and
global annual revenue of EUR 41 billion and operating profit of 1.2 billion as of 2009. It is the
world's largest manufacturer of mobile telephones: its global device market share was 30% in the
third quarter 2010, down from an estimated 34% in the third quarter 2009 and an estimated 33%
in the second quarter 2010. Nokia's estimated share of the converged mobile device market was
38% in the third quarter, compared with 41% in the second quarter 2010. Nokia produces mobile
devices for every major market segment and protocol, including GSM, CDMA, and W-CDMA
(UMTS). Nokia offers Internet services such as applications, games, music, maps, media and
messaging through its Ovi platform.
Nokia has sites for research and development, manufacture and sales in many countries
throughout the world. As of December 2009, Nokia had Research and Development (R&D)
presence in 16 countries and employed 37,020 people in research and development, representing
approximately 30% of the group's total workforce. The Nokia Research Center, founded in 1986,
is Nokia's industrial research unit consisting of about 500 researchers, engineers and scientists. It
has sites in seven countries: Finland, China, India, Kenya, Switzerland, the United Kingdom and
the United States. Besides its research centers, in 2001 Nokia founded (and owns) INdT Nokia
Institute of Technology, a R&D institute located in Brazil. Nokia operates a total of 15
manufacturing facilities[10] located at Espoo, Oulu and Salo, Finland; Manaus, Brazil; Beijing,
Dongguan and Suzhou, China; Farnborough, England; Komrom, Hungary; Chennai, India;
Reynosa, Mexico; Jucu, Romania and Masan, South Korea. Nokia's industrial design department
is headquartered in Soho in London, England with significant satellite offices in Helsinki,
Finland and Calabasas, California in the USA.

Summer Project Report

Nokia is a public limited liability company listed on the Helsinki, Frankfurt, and New
York stock exchanges. Nokia plays a very large role in the economy of Finland; it is by far the
largest Finnish company, accounting for about a third of the market capitalization of the Helsinki
Stock Exchange (OMX Helsinki) as of 2007, a unique situation for an industrialized country.
It is an important employer in Finland and several small companies have grown into large
ones as its partners and subcontractors. Nokia increased Finland's GDP by more than 1.5% in
1999 alone. In 2004 Nokia's share of the Finnish GDP was 3.5% and accounted for almost a
quarter of Finland's exports in 2003.
In recent years, Finns have consistently ranked Nokia as one of the best Finnish brands.
In 2008, it was the 27th most respected brand among Finns, down from sixth place in 2007. The
Nokia brand, valued at $29.5 billion, is listed as the eight most valuable global brand in the
Interbrand/BusinessWeek Best Global Brands list of 2010 (first non-US company). It is the
number one brand in Asia (as of 2007) and Europe (as of 2009), the 41st most admirable
company worldwide in Fortune's World's Most Admired Companies list of 2010 (third in
Network and Other Communications Equipment, seventh non-US company), and the world's
120th largest company as measured by revenue in Fortune Global 500 list of 2010. As of 2010,
AMR Research ranks Nokia's global supply chain number nineteen in the world. In July 2010,
Nokia announced that their profits had dropped 40%. In the global smartphone rivalry, Nokia
dominates the worldwide mobile markets, but remains fragile in the United States.

Summer Project Report

1.1 INDUSTRY PROFILE

Nokia's history starts in 1865 when mining engineer Fredrik Idestam established a
groundwood pulp mill on the banks of the Tammerkoski rapids in the town of Tampere, in
southwestern Finland, and started manufacturing paper. In 1868, Idestam built a second mill near
the town of Nokia, fifteen kilometers (nine miles) west of Tampere by the Nokianvirtariver,
which had better resources for hydropower production. In 1871, Idestam, with the help of his
close friend statesman Leo Mechelin, renamed and transformed his firm into a share company,
thereby founding the Nokia Company, the name it is still known by today.
Toward the end of the 19th century, Mechelin's wishes to expand into the electricity
business were at first thwarted by Idestam's opposition. However, Idestam's retirement from the
management of the company in 1896 allowed Mechelin to become the company's chairman
(from 1898 until 1914) and sell most shareholders on his plans, thus realizing his
vision.http://en.wikipedia.org/wiki/Nokia - cite_note-Idestam-30In 1902, Nokia
added electricity generation to its business activities
The three companies, which had been jointly owned since 1922, were merged to form a
new industrial conglomerate, Nokia Corporation in 1967 and paved the way for Nokia's future as
a global corporation. The new company was involved in many industries, producing at one time
or another paper products, car and bicycletires, footwear (including rubber boots),
communications cables, televisions and other consumer electronics, personal computers,
electricity generation machinery, robotics, capacitors, military communications and equipment
(such as the SANLA M/90 device and the M61 gas mask for the Finnish Army), plastics,
aluminium and chemicals. Each business unit had its own director who reported to the first
Nokia Corporation President, BjrnWesterlund. As the president of the Finnish Cable Works, he
had been responsible for setting up the companys first electronics department in 1960, sowing
the seeds of Nokias future in telecommunications.

Summer Project Report

Eventually, the company decided to leave consumer electronics behind in the 1990s and
focused solely on the fastest growing segments in telecommunications. NokianTyres,
manufacturer of tyres split from Nokia Corporation to form its own company in 1988 and two
years later Nokia Footwear, manufacturer of rubber boots, was founded. During the rest of the
1990s, Nokia divested itself of all of its non-telecommunications businesses.
The seeds of the current incarnation of Nokia were planted with the founding of the
electronics section of the cable division in 1960 and the production of its first electronic device
in 1962: a pulse analyzer designed for use in nuclear power plants. In the 1967 fusion, that
section was separated into its own division, and began manufacturing telecommunications
equipment. A key CEO and subsequent Chairman of the Board was vuorineuvosBjrn "Nalle"
Westerlund (19122009), who founded the electronics department and let it run a loss for 15
years.
In the 1970s, Nokia became more involved in the telecommunications industry by
developing the Nokia DX 200, a digital switch for telephone exchanges.
In the 1970s and 1980s, Nokia developed the Sanomalaitejrjestelm ("Message device
system"), a digital, portable and encrypted text-based communications device for the Finnish
Defence Forces. In the 1980s, during the era of its CEO Kari Kairamo, Nokia expanded into new
fields, mostly by acquisitions. In the late 1980s and early 1990s, the corporation ran into serious
financial problems, a major reason being its heavy losses by the television manufacturing
division and businesses that were just too diverse. These problems, and a suspected total burnout,
probably contributed to Kairamo taking his own life in 1988. After Kairamo's death,
SimoVuorilehto became Nokia's Chairman and CEO. In 19901993, Finland underwent severe
economic depression, which also struck Nokia. Under Vuorilehto's management, Nokia was
severely overhauled. The company responded by streamlining its telecommunications divisions,
and by divesting itself of the television and PC divisions.

Summer Project Report

Probably the most important strategic change in Nokia's history was made in 1992,
however, when the new CEO JormaOllila made a crucial strategic decision to concentrate solely
on telecommunications. Thus, during the rest of the 1990s, the rubber, cable and consumer
electronics divisions were gradually sold as Nokia continued to divest itself of all of its nontelecommunications businesses.
For a while in the 1994s, Nokia's network equipment production was separated into
Telefenno, a company jointly owned by the parent corporation and by a company owned by the
Finnish state. In 1987, the state sold its shares to Nokia and in 1992 the name was changed to
Nokia Telecommunications.
As late as 1991, more than a quarter of Nokia's turnover still came from sales in Finland.
However, after the strategic change of 1992, Nokia saw a huge increase in sales to North
America, South America and Asia. The exploding worldwide popularity of mobile telephones,
beyond even Nokia's most optimistic predictions, caused a logistics crisis in the mid-1990s. This
prompted Nokia to overhaul its entire logistics operation. By 1998, Nokias focus on
telecommunications and its early investment in GSM technologies had made the company the
world's largest mobile phone manufacturer. Between 1996 and 2001, Nokias turnover increased
almost fivefold from 6.5 billion euros to 31 billion euros. Logistics continues to be one of
Nokia's major advantages over its rivals, along with greater economies of scale.

Summer Project Report

LOGOS

Past

Nokia Company
logo. Founded in
Tampere in 1865,
incorporated in
Nokia in 1871.

The brand logo of

Finnish Rubber
Works, founded in
Helsinki in 1898.
Logo from 1965
1966.

Nokia introduced its

"Connecting
The Nokia
People"advertising
Corporation
slogan, coined by
"arrows" logo,
OveStrandberg and used
used before the
since 1992.
"Connecting
People" logo.

Present

Nokia's current logo used

since 2006, with the
redesigned "Connecting
People" slogan.

Nokia Siemens
Networks logo.
Founded in 2007.

Navteq logo. Founded in

1985, acquired by Nokia
in 2007.

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1.2 COMPANY PROFILE

Nokia India
Nokia has played a pioneering role in the growth of cellular technology in India, starting
with the first-ever cellular call a decade ago, made on a Nokia mobile phone over a Nokiadeployed network.
Nokia started its India operations in 1995, and presently operates out of offices in New
Delhi, Mumbai, Kolkata, Jaipur, Lucknow, Chennai, Bangalore, Pune and Ahmedabad. The
Indian operations comprise of the handsets business; R&D facilities in Bangalore and Mumbai; a
manufacturing plant in Chennai and a Design Studio in Bangalore.
Over the years, the company has grown manifold with its manpower strength increasing
from 450 people in the year 2004 to over 15000 employees in March 2008 (including Nokia
Siemens Networks). Today, India holds the distinction of being the second largest market for the
company globally.
Devices business
Nokia has established itself as the market and brand leader in the mobile devices market
in India. The company has built a diverse product portfolio to meet the needs of different
consumer segments and therefore offers devices across five categories ie. Entry, Live, Connect,
Explore and Achieve. These include products that cater to first time subscribers to advanced
business devices and high performance multimedia devices for imaging, music and gaming.
Nokia has been working closely with operators in India to increase the geographical
coverage and lower the total cost of ownership for consumers. Today, Nokia has one of the
largest distribution network with presence across 1,30,000 outlets. In addition, the company also
has Nokia Priority Dealers across the country and Nokia Concept stores in Bangalore, Delhi,
Jaipur, Hyderabad, Chandigarh, Ludhiana, Chennai, Indore and Mumbai to provide customers a
complete mobile experience.
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Services business
With the global launch of Ovi, the company's Internet services brand name, Nokia is
renewing itself to be at the forefront of the convergence of internet and mobility. From being a
product centric company, Nokia is now focusing to become solutions centric. The strategic shift
is built on Nokias bid to retain consumers and empower Nokia device owners to realise the full
potential of the Internet. Nokia will build a suite of Internet based services like Nokia Maps, the
Nokia Music Store and Nokia N-Gage around its Ovi brand.
Infrastructure business
Nokia Siemens Networks is a leading global enabler of communications services. The
company provides a complete, well-balanced product portfolio of mobile and fixed network
infrastructure solutions and addresses the growing demand for services with 20,000 service
professionals worldwide. Its operations in India include Sales & Marketing, Research &
Development, Manufacturing and Global Networks Solutions Centre. Headquartered in Gurgaon,
Nokia Siemens Networks has 47 offices and presence in over 170 locations across the country.
Manufacturing in India
Nokia has set up its mobile device manufacturing facility in Chennai, India to meet the
burgeoning demand for mobile devices in the country. The manufacturing facility is operational
with an investment of USD 210 million and currently employs 8000 people. Nokia has recently
announced fresh investments to the tune of US $ 75 million towards its manufacturing plant in
Sriperumbudur, Chennai for the year 2008.Some firsts for Nokia in India

Summer Project Report

MISSION AND VISION:

The road ahead
Until now, development in our industry has mainly been a matter of delivering
connections more, faster, cheaper, and more efficient. This is still important. The connectivity
explosion continues, and by 2015 we know that 5 billion people and further billions of devices
will be connected. So, we must continue applying our expertise in order to deliver on the reality
of hundred-fold increases in traffic.
Our mission
By improving efficiency and experience we have built value by addressing efficiency,
and we continue to do that. But we also need to address the customers need for a better
experience, because its experience that builds relationships, and relationships that build value.

Our vision
We believe that CSPs can ultimately enable and deliver a segment of one where they
can define and enhance the service experience for each and every individual. Customers whose
communications experience fit and works for them dont change operators. And operators who
can devote themselves to enriching the customers experience build stronger, more lasting and
profitable customer relationships.
The individual communications experience is the greatest value a communications
service provider can deliver to their customer, and so its the greatest value we can support
communications service providers in delivering.

Summer Project Report

1.3 PRODUCT PROFILE

The following is a list of products branded by Nokia Corporation. This list concentrates
on the modern Nokia products.

1. Mobile Phones
2. Software services
3. Accessories

1. Mobile Phones

List of Nokiamobile phones

Nokia
1000
series
Nokia
2000
series

1011 1100/1101 1110/1110i 1112 1200 1208 1600 1610 1650

2110i 2115i 2310 2600 2600classic 2610 2630 2650 2651 2680 slide 2690 2700
classic Nokia 2710 Navigation Edition 2730 classic 2760
3100/3100b/3105 3110 3110classic 3120 3120classic 3155 3200/3200b/3205 3210

Nokia
3000
series

3220 3230 3250 3310 3315 3330 3410 3500

classic 3510/3590/3595 Nokia

3530 3510i 3600/3620/3650/3660 3600 slide 3720 classic

Nokia
4000
series

Series skipped (see here) as a sign of deference from Nokia towards East Asian

Nokia
5000
series

5070 5100 5110 5130XpressMusic 5200 5210 5220XpressMusic 5230 5233 5250

customers. See tetraphobia.

5300 5310 XpressMusic 5320 5330 Mobile TV Edition 5500 Sport 5510 5530

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5610 5630 5700 5730 5800
6010 6020/6021 6030 6070 6085 6100 6101 6103 6110/6120 6110
Nokia
6000
series

Navigator 6111 6120/6121/6124classic 6131/6133 6136 6151 6170 6210 621Navi

gator 6220classic 6230 6230i 6233/6234 6255i 6260Slide 6265 6270 6275i 6280/
6288 6290 6300 6300i 6301 6303

classic 6310i 6315i 6500

classic 6500

slide 6555 6600 6600fold 6600slide 6610i 6620 6630 6650 6650fold 6670
Nokia
7000
series

7110 7160 7230 7250 7280 7360 7380 7390 7500

Prism 7600 7610 7650 7700 7710 7900 Prism 7900 Crystal Prism

Nokia
8000
series

8110 8210 8250 8310 8600 Luna 8800 8850 8910

Nokia
9000
series
(Nokia
Communi
cator)

9000/9110/9110i 9210/9290 9210i 9300/9300i 9500

Nokia
Cseries

C3-00 C3-01 (C3 Touch and Type) C5-00 C5-03 C6-00 C6-01 C7-00

Nokia
Eseries

E5-00 E50 E51 E52 E55 E60 E61/E61i E62 E63 E65 E66 E7-00 E70 E71 E72
E73 E75 E90 Communicator

Nokia
Nseries

N70 N71 N72 N73 N75 N76 N78 N79 N8 N80 (Internet Edition) N81 (N81
8GB) N82 N85 N86 8MP N90 N91 (N91 8GB) N92 N93 N93i N95 N95
8GB N96 N97 N900

Nokia
Xseries

X3-00 X3-02 (X3 Touch and Type) X5 X6

Internet
Tablet

770 N800 N810 (WiMAX Edition)

N-Gage

Classic QD QD Silver Edition

Others
Concept

Vertu luxury phones

Nokia Morph
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Nokia Lumia series

The Nokia Lumia series is a series running Windows Phone OS.
Phone
model

Screen
type

Released

Technology

Nokia
Lumia
610

480x800 px
16m-color

2011

GSMEDGEUMTSWLAN

Nokia
Lumia
710

480x800 px
16m-color
WVGA

2011

GSMEDGEUMTSWLAN

Nokia
Lumia
800

480x800 px
16m-color
WVGA
AMOLED
(16.7M)
Color
(Capacitive

2011

GSMEDGEUMTSWLAN

Platform

Generation

Form
factor

Camera

Windows
Phone 7.5
(Mango)

BB5.0

Candy
bar

5.0
megapix
els

Windows
Phone 7.5
(Mango)

BB5.0

Candy
bar

5.0
megapix
els

Windows
Phone 7.5
(Mango)

BB5.0

Candy
bar

8.0
megapix
els

S.

Nokia Asha series

The Nokia Asha series is an affordable series optimized for social networking and sharing.
Operating system used is Series 40.
Phone
model
Nokia
Asha
200

Screen
type
320 x
240
pixels
(256K)

Nokia
Asha
302

Released

Technology

2011 Q4

GSMGPRSEGPRS

240 x
320
pixels
(256K)

2012 Q1

GSMWCDMAGPRSEGPRSHSD
PAHSUPAWLAN

Nokia
Asha
303

240 x
320
pixels
(256K)

2011 Q4

GSMWCDMAGPRSEGPRSHSD
PAHSUPAWLAN

Nokia
Asha
305

240 x
400
pixels
(65K)

2012 Q3

GSMGPRSEGPRS

Platform

Generation

Series 40
6th
Edition
feature
pack 1
Series 40
6th
Edition
feature
pack 1
Series 40
6th
Edition
feature
pack 1
Series 40
Asha
DualSIM

Tbc

Form
factor
QWERTY
Candybar

Camera
2.0 MP

Tbc

QWERTY
Candybar

3.2 MP

Tbc

Touch and
Type
QWERTY
Candybar

3.2 MP

Tbc

Full touch
Candybar

2 MP.

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Nokia Cseries
Main article: Nokia Cseries

The Nokia Cseries is an affordable series optimized for social networking and sharing.
Phone
model
Nokia C2

Technology

Platform

Generation

Form factor

Camera

GSM/UMTS

XGOLD 213

Candybar

2010
Q2

GSMEDGE
WLAN

Series 40
6th Edition
Series 40
6th Edition

BB5.0

QWERTY
Candybar

VGA
(0.3MP)
2.0 MP

2010
Q4

GSMEDGE,
UMTS,
WLAN

BB5.0

Candybar

5.0 MP

240 320
(256K) TFT
Color

2010
Q4

GSMEDGE,
UMTS,
WLAN

Series 40
6th Edition
feature
pack 1
Series 40
6th Edition
feature
pack 1

BB5.0

Candybar

5.0 MP

240 320
pixels
(16.7M)
Color TFT
640 360
pixels
(16.7M)
transmissive

2010
Q2

GSM/UMTS

S60 3rd
Edition
FP2

BB5.0

Candybar

5.0 MP

2010
Q4

S60 5th
Edition

tbc

Touchscreen
candybar

5.0 MP

Nokia
C600

640 360
pixels
(16.7M)

2010
Q2

S60 5th
Edition

BB5.0

QWERTY
Slider

5.0 MP

Nokia
C601

640 360
pixels
(16.7M)

2010
Q4

Symbian^3

BB5.0

Touchscreen
candybar

8.0 MP
(720p
HD)

Nokia
C700

640 360
pixels
(16.7M)

2010
Q4

GSMEGPRS
UMTSWLA
NWCDMA/
HSDPAEGS
M
GSMEGPRS
UMTSWLA
NWCDMA/
HSDPAEGS
M
GSMEGPRS
UMTSWLA
NWCDMA/
HSDPAEGS
M
GSMEGPRS
UMTSWLA
NWCDMA/
HSDPAEGS
M

Symbian^3

BB5.0

Touchscreen
Monoblock

8.0 MP
(720p
HD)

Nokia
C300
Nokia
C301
(Touch and
Type)
Nokia
C301 Gold
Edition
(Touch and
Type)
Nokia
C500
Nokia
C503

Screen type
128 160
pixels (65K)
320 240
pixels
(256K)
Color TFT
240 320
(256K) TFT
Color

Release

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10009000 series
1.

Nokia 1000 series Ultrabasic series

The Nokia 1000 series include Nokia's most affordable phones. They are mostly targeted

towards developing countries and users who do not require advanced features beyond making
calls and SMS text messages, alarm clock, reminders, etc.
2.

Nokia 2000 series Basic series

Like the 1000 series, the 2000 series are entry-level phones. However, the 2000 series

generally contain more advanced features than the 1000 series; many new 2000 series phones
feature color screens and some feature cameras, Bluetooth and even A-GPS, such as in the
case of the Nokia 2710. The 2000 series slot between the 1000 and 3000 series phones in
terms of features.
3. Nokia 3000 series Expression series
The Nokia 3000 series are mostly mid-range phones targeted towards the youth market.
Some of the models in this series are targeted towards young male users, in contrast with the
more unisex business-oriented 6000 series and the more feminine fashion-oriented 7000
series. Feature wise, the 3000 series slot between the 2000 and 6000 series.
4. Nokia 5000 series Active series
The Nokia 5000 series are similar in features to the 3000 series, but often contain more
features towards active individuals. Many of the 5000 series phones feature a rugged
construction or contain extra features for music playback.
The 5210 features rubber Xpress-On shells, WAP over CSD and a built in thermometer.
The thermometer is actually the internal temperature of the phone's battery, this feature is
also present on other phones that have "netmonitor" enabled. The 5210 is nicknamed a
"builder's phone" because of its rubber splash/impact proof casing. Its successor is the 5100
and after that, the 5140 and 5140i.The 5510 was Nokia's first phone with a built in MP3
player, and it had 64 megabytes of memory for storing MP3s. It also had a full QWERTY
keyboard and an 84 x 48 monochrome display. This phone did not sell very well even though
it was advertised on television, possibly because it was too expensive and too big. Its
replacement is the Nokia 3300.

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The 5330 XpressMusic was discontinued, but replaced by the Nokia X3-00. The X3-00
features some styling cues taken from the 5330.
5. Nokia 6000 series Classic Business series
The Nokia 6000 series is Nokia's largest family of phones. It consists mostly of midrange to high-end phones containing a high amount of features. The 6000 series is notable for
their conservative, unisex designs, which make them popular among business users
6.

Nokia 7000 series Fashion and Experimental series

The Nokia 7000 series is a family of Nokia phones with two uses. Most phones in the

7000 series are targeted towards fashion-conscious users, particularly towards women. Some
phones in this family also test new features. The 7000 series are considered to be a more
consumer-oriented family of phones when contrasted to the business-oriented 6000 series.
7. Nokia 8000 series Premium series
This series is characterized by ergonomics and attractiveness. The internals of the phone
are similar to those in different series and so on that level offer nothing particularly different,
however the physical handset itself offers a level of functionality which appeals to users who
focus on ergonomics. The front slide keypad covers offered a pseudo-flip that at the time
Nokia were unwilling to make. Materials used increased the cost and hence exclusivity of
these handsets.
The only exception to the rule (there are many in different series) is the 82xx, 8310 which
were very small and light handsets.
8. Nokia 9000 series Communicator series (discontinued)
The Nokia 9000 series was reserved for the Communicator series, but the latest
Communicator, the E90 Communicator, is an Eseries phone.

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Modern series (C/E/N/X/Asha/Lumia)

9. Nokia Cseries
The Nokia Cseries is an affordable series optimized for social networking and sharing.
C1-00 and C2-00 are Dual-SIM phones, but for the Nokia C1-00, both SIM cards cannot be
utilized at the same time.
10. Nokia Eseries
The Nokia Eseries is an enterprise-class series and includes business-optimized
smartphones.
11. Nokia Nseries
The Nokia Nseries is Nokia's most advanced smartphone series. It is for people who wish
to have advanced multimedia and connectivity features and as many other features as possible
into one device.
12. Nokia Xseries
The Nokia Xseries targets a young audience with a focus on music and entertainment.
13. Nokia Asha Series
The Nokia Asha series is a range of Nokia phones, ranging from low to mid-end phones.
There are 10 phones at the moment, although a few still aren't released. It is Nokia's most recent
range of feature phones which are appealing to a buyer looking to buy a good phone for a low
price tag.
14. Nokia Lumia series.
The Nokia Lumia series is a series running Windows Phone OS.

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Concept phones
Nokia is working toward the future of phones and mobile communication devices with
their new concept phone, the Nokia "Scentsory" such as Nokia Morph. This new mobile device
uses the sense of smell, sight, hearing, and touch to create a multiscensory environment for the
caller. Scentsory would be able to detect, send, and emit smells, as well as radiate colors,
lighting, and temperature from the environment of the caller. Dual screens can be used for
personal video messaging as well as watching videos.
Scentsory also includes features such as an LED touchpad, hidden camera, and folding
"origami" design, revolutionizing not only features previously foreign to the phone (or any other
technical device), but introducing a new physical design to the phone.

1. Online services

Ovi (Nokia)

N-Gage (service)

2. Software solutions

Nokia PC Suite

Nokia Sensor

Nokia Ovi Suite

Gammu and Wammu for both Linux and MS Windows

Nokia Photos

Nokia Maps

Nokia Lifeblog

Nokia Sports Tracker

Intellisync Mobile Suite

Nokia Software Updater

Nokia Business Center

Qt (framework)

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3. Accessories
Nokia produces accessories to their products too many to list here. Such accessories include:
Carrying and styling: carrying cases, phone jewelry, shells

Car solutions: car kits, car phones, portable solutions, mobile holders, car accessories,
car navigation

Headsets: audio adapters, Bluetooth headsets, wired headsets, loopsets

Memory cards and cables

Music related products: audio adapters, music packs, music streaming, speakers

Navigation: GPS modules, navigation kits, car navigation

Home and office: desk stands, imaging, wireless digital pens, wireless keyboards,
mobile TV receivers

Power: batteries, chargers, charger adapters

Internet Stick: Nokia HSPA-modem CS-15 operates in 3G network, with maximum

download speeds of 14.4Mbps and upload speeds of 2.1Mbps.

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2 RESEARCH PROBLEM
Organizations use marketing research to find out what customers think and what they
want. The survey is a direct way of collecting quantitative, or numerical, information and
qualitative, or descriptive, information. When there are errors in the survey design, marketing
research problems can surface. For example, a company might use a method that is designed to
collect a random sample from the target consumer population, but the method is not really
random. Therefore, the organization cannot generalize its survey results to represent the target
population.
The survey made in this project is to know the customer satisfaction level on Nokia
Mobiles Phones as the competitors has increased and the technology is falling at low cost. The
problem of the research arises at the point of customers thoughts regarding the product which
they are consuming is satisfying their wants or not. Not only the product but the service after
sales and to know whether the customer is loyal or not.

2.1 PURPOSE OF THE STUDY:

Kurnool city contains many classes of people from poor, middle class and rich class
people covering Doctors, Engineers, Businessmen, Students and other people who have in
Mobile Phones. It would be a vital part to know the Satisfaction level of the customers towards
Nokia Mobile Phones.
And as it is a new concept, the Purpose arises. So, hence the project Customer
Satisfaction Towards Nokia Mobiles with special Reference to Nokia Showroom and Care
Centre.

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2.2 SCOPE OF THE STUDY

As learning is a human activity and is as natural, as breathing. Despite of the fact that
learning is all pervasive in our lives, psychologists do not agree on how learning takes place.
How individuals learn is a matter of interest to marketers. They want to teach consumers in their
roles as their roles as consumers. They want consumers to learn about their products, product
attributes, potential consumers benefit, how to use, maintain or even dispose of the product and
new ways of behaving that will satisfy not only the consumers needs, but the marketers
objectives.
The scope of my study restricts itself to the analysis of Customer Satisfaction on Nokia
Mobile Phones. There are many other brands of Mobile Phones available but my study is limited
to a major player of Mobile Phones leaving behind the others.

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Summer Project Report

2.3 OBJECTIVES
1. To determine up to what extent the nokiacells, value added features has satisfied the
consumers.
2. To identify the mode of purchase, type of usage and changing attitude by the consumers.
3. To find the problem faced by the nokia cell consumers and study the price and trends
4. To analyze the sales promotional activities and level of awareness of all the products
released by the company

2.4 LIMITATIONS
A part from the need and importance of the study, they are limitations also. The limitations
are studies are:
1. The study is combined to only kurnool city. So we cannot say the over all information
2. The survey was carried about to 15 to 20 days only, which was a constraint.
3. Time factor is the main limitation for the study.
4. The methods used in this project are random sampling methods & results obtained may
not be fully accurate & believable.
5. The research has been centered to only 100 customers rather than millions. Customers
around the world.
6. Some of the consumers are not interested to give the accurate information about their
Nokia cell.
The conclusions drawn are subjected to the information provided by the various buyers
contacted.

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Summer Project Report

3 REVIEW OF LITERATURE
It is no longer enough to satisfy customers. You must delight them.
Satisfaction:
Satisfaction is a person feeling of pleasure or disappointment resulting from comparing
the products to comparing products received performance is or (out come) in relation to his or
her expectations.
As this definition makes clear satisfaction is a function of received performance and
expectations. With the performance falls sharp expectations, the customer is dissatisfied. If the
performance matches the expectations the customer is satisfied. With the performance exceeds
expectations, the customer is highly satisfied or delighted.
Mini companies are aiming for high satisfactions because customers who are just
satisfied still find it easy to switch when a better offer comes along.
Those who are highly satisfied are much less ready to switch.
High satisfactions are delight creates an emotional brand with the brand. Not a just
rational performance the result is high customer loyalty xeroxes senior managers believes that a
very satisfied or delighted customer is worth tent times as much to the company as a satisfied
customer. A very satisfied customer is likely to stay with xerox many more years and buy more
than a satisfied customer.
A customer's decision to be loyal or to defect is the some of many small encounters with
the company. Consulting form forum corporation says that in order for all this small encounters
to add up to customers loyalty, companies need to create a" branded customer experiences" in
addition to customer value expectations and satisfactions companies need to monitor their
competitors performance in this areas. For example a company was pleased to find the 80% of
his customers said they were satisfied.

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Summer Project Report

Then the CEO found out that its leading competitor attend a 90% customer satisfaction
score. He was further dismayed when he learned that this competitor was aiming to reach a 95%
satisfaction score.
For customer-centered companies, customer satisfaction is both goal and marketing tool.
Companies that achieve high customer satisfaction ratings make sure that their target market
knows it.
Although the customer-centered firm seeks to create high customer satisfaction, its main
goal is not to maximize customer satisfaction. If the company increases customer satisfaction by
lowering its price or increasing its services, the result may be lower profits. The company might
be able to increases its profitability by means other than increased satisfaction (for example, by
improving manufacturing processes are investing more in r&b (also the company has many stake
holders including employers, dealers, suppliers and stock holders. Spending more to increase
customer satisfaction might divert funds from increasing the satisfaction of other partners.
Ultimately the company must operate on philosophy that it is trying to deliver faction to other
stake holders within the constraints of its total resources.
Customer satisfaction service:
Studies show that although customers are dissatisfied with one out of every 4 purchases.
Less than 5% of dis-satisfied customers will complain. Most customers will buy less or switch
suppliers. Complaint levels are thus not a good measure of customer satisfaction.

Responsive

company measure customer satisfaction directly by conducting periodic service, they sent
questionnaires or make telephone calls to a random sample of recent customers.
While collecting customer satisfaction data, it is also useful to ask additional questions to
measure repurchase intention; this will normally be high if the customer's satisfaction is high. It
is also useful to measure the likelihood or willingness to recommend the company and brand to
others. A high positive word-of-mouth score indicates that the company is producing high
customer satisfaction.

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Summer Project Report

Defining customer satisfaction

Over 35 years above peter dracker observed that a companys first task is to create
customers. But today's customers face a vast very of product and branch choices, prices and
suppliers.
We believe that customers estimate which offer will deliver the most value. Customers
are very valuable maxi misers, with in the bounds of search costs and limited knowledge,
mobility and income the form and expectations of value and act on it. Whether are not the offer
lives up to value expectations affects both satisfaction and repurchase prop ability.
The key to customer retention is customer satisfaction. A highly satisfied customer:
1. Stays loyal longer
2. Buys more as the company introduces new products and upgrades existing products.
3. Talks favorably about the company and its products
4. Pays less attention to competing brands and advertising and is less sensitive to price.
5. Offers product or service ideas to the company
6. Costs less to serve than new customers because transactions are routinized
Thus a company would be wise to measure- customer satisfaction regularly. The company
could phone recent buyers and inquire how many are very satisfied, satisfied, indifferent,
dissatisfied, and very dissatisfied.
100% guarantee
Ah of our products are guaranteed to give 100% satisfaction in every way. Return
anything purchased from us at any time if it proves otherwise. We will replace it, refund your
purchase price or credit your credit card, as you wish. We do not want you to have anything from
l.l.bean that is not completely satisfactory.

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Summer Project Report

A buyer's satisfaction is a function of the product's perceived performance and the buyer's
expectations. Recognizing that high satisfaction leads to high customer loyalty, many companies
today are aiming for tcs - total customer satisfaction. For such companies, customer satisfaction
is both a goal and a marketing tool.
Quality is the totality of features and characteristics of a product or service that bear on
its ability to satisfy stated or implied needs. Today's companies have not choice but to implement
total quality management programs if they are to remain solvent and profitable. Total quality is
the key to value creation and customer satisfaction.

Consumer satisfaction:
Today in the customer driven economy, ail firms are engaged in a rat race to attract
customers and build) a long term relationship with their loyal customer. The key to customer
loyalty is through customer satisfaction. A satisfied customer will act as a spoke person of the
company's product, and bring in more buyers. There is the paretoorincioal or the 80/20 rule, it
says 80 % of one thing comes from 20% of another. That is to say a small percentage of loyal
customers will lend a large weight to the company's sales. So marketers have to ensure customers
value satisfaction. For this they have to ensure.
1. Products are developed to meet consumer requirements.
2. Brands are positioned so as to convey distinctiveness.
3. Relationships are built to offer lifetime customer value to enable the customer.
All the efforts of the marketers at trying to understand buying motives. Organizing buying
behaviour and working out suitable promotional strategy to suit the consumer behaviour is to
ensure consumer satisfaction.
In todays competitive environment, where companies are adopting various methods to
whom the prospective consumers, marketers have to make all efforts to understand all the
complexities which go into the behaviour and frame marketing programmes suitable to the target
market.
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Summer Project Report

4 RESEARCH METHODOLOGIES
To manage the business well is to manage its future and to manage the future is to
manage information.
To collect the information, marketing research is to be done. Marketing research has
been defined as the systematic gathering, recording and analyzing of data about problems
relating to marketing of goods and services from producer to consumer.
-By American Marketing Association

4.1 RESEARCH DESIGN:

Research design is the specification of method and procedure for acquiring the information
needed to structure to solve the problems.
Research design is systematic gathering, recording and analyzing the data, which is use to
solve the problems.
The research Design is of Descriptive nature.
Descriptive research studies are those studies which are concerned with describing the
characteristics of a particular individual or a group. These are the studies concerned with Specific
predictions, with narration of facts and characteristics concerning individual, group or situation.
The design in such studies must be rigid and not flexible and must focus attention on the
following:

Formulating the objective of the study.

Designing the methods of data collection.

Selecting the sample.

Collecting the data.

Processing and analyzing the data.

Reporting the findings.

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Summer Project Report

4.2 SAMPLING DESIGN

4.2.1 SAMPLE SIZE:
100respondents were surveyed during the study period.
4.2.2 METHOD OF SAMPLING:
Random Sampling Method is used in sampling method used which is as same as Random
Sampling Method.
4.2.3 SAMPLING UNITS:
The sampling units are customers of Nokia Mobiles in Kurnool City.
4.3 DATA COLLECTION DESIGN:
4.3.1 TYPES OF DATA:
There are two sources of collection data
Primary source
Secondary source
Primary Source:
Primary data are data that are collected to help Solve a problem or take advantage of an
opportunity on which decision is pending.
A sample of 100 respondents was administered through questionnaire and personal interview to
know the customer satisfaction towards Nokia Mobiles Phones.
Secondary Source:
Secondary source data is the data that is collected from the already existing sources like
the companys website and companys catalogues.
The company profile gives a detailed report on history and the various products being
manufactured by it.

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Summer Project Report

4.3.2 DATA COLLECTION TOOL

Questionnaire:
Collection of data is an important stage in the research. In fact the quality of the data
collected determines the quality of research. A questionnaire is a sheet or sheets of paper
containing question relating to certain specific aspects, regarding which the researches collect the
data. The questionnaire is given to the respondents to be filled up.
4.4 Data Analysis Tools:
The tool used for the purpose of analysis is percentage method with reference to
questionnaire.
Percentage Method:
Percentage method refers to a special kind of rates. Percentage method used in making
comparison between two or more series of data.
Percentage=

No. of respondents x 100

Total no. of samples

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5. DATA ANALYSIS & INTERPRETATION

Type of professionals who are using cell phones:
Following table and chart are showing the different professionals those who are using the
cell phones
Table -1: Type of professionals who are using cell phones:
Professionals

Number of respondents

Percentage

Employees

24

24%

Businessmen

40

40%

Students

20

20%

Common Man

16

16.%

Total

100

100%

Chart 1: Usage of cell phones by different type of professionals:

Inference:
From the above table, it indicates that, the different type of professionals using cell
phones are employees 28(23.3%), businessmen 48(40%), students 24(20%) and Common
Man20(16.7%).

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Summer Project Report

Income level of respondents who are using cell phones:

Following table and chart are showing the different income level those who are using the cell
phones.
Table -2: Income level of respondents who are using cell phones:
Income levels

Number of respondents

Percentage

6,000-10,000

11

11%

10,001-15,000

21

21%

15,001-20,000

26

26%

Above 20,000

42

42%

Total

100

100%

Chart 2: Column chart representing income level of respondents:

Inference:
According to the above table, it indicates that 42% of respondents income is 20000 above,26%
ofrespondents income is 15000 above,21% of respondents income is above 10000.11% of
respondents income is above 6000.It means most of the respondents income level is above 20000
compare to other respondents.

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Summer Project Report

Type of brand cell phone using by the respondents:

Following table and chart are showing the which brand cell using by the respondents.
Table -3: Type of brand cell phone using by the respondents:
Brand

Number of respondents

Percentage

Nokia

50

50%

29

29%

LG

21

21%

Others

0%

Total

100

100%

Chart 3: Cylindrical chart showing which brand cell phone respondents are using:

Inference:
According to the above table, it indicates that 50% of respondents are using nokia cell.29%
of Samsung & 21% of LG. It means the market of nokia is good than compared to other
competitors such as Sony ericsson, Samsung etc.

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Summer Project Report

Type of nokia cell phone using by the respondents:
Following table and chart are showing the nokia cells using by the respondents.
Table 4: Type of nokia cell phone using by the respondents:
Type of cell phone

Number of respondents

Percentage

Nokia Smart Phone

39

39%

Nokia 3G Phone

10

10%

Nokia XpressMusic

18

18%

Nokia Touchscreen Phone

20

20%

Nokia Dual Sim Phone

13

13%

Total

100

100%

Chart 4:Pie chart representation the type of nokia cell phone used by respondents:

Inference:
The above table shows that 39(39%) of respondents are using Nokia Smart Phone,
10(10%) of respondents are using Nokia 3G Phones, 18(18%) of respondents are Nokia
XpressMusic Phones, 20% of the respondents are using Nokia Touchscreen Phone and Nokia
Dual Sim Phone is used by 13% of the respondents.

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Summer Project Report

Why the respondents prefer nokia:
Following table and chart are showing the why the respondents preferring to nokia
Table 5: Why the respondents prefer nokia:
Factors

Number of respondents

Percentage

Quality & Features

48

48%

Comfortable Access

12

12%

Price

24

24%

Prestige

16

16%

Total

100

100%

Chart 5: Cone chart showing what factors affect the respondents to buy nokia cell phone:

Inference:
The above table shows that 48(48%) of respondents use nokia phone due to its quality and
Features, 12(12%) voted for comfortable access, 24(24%) voted for price factor, and 16(16%)
use it for the purpose of prestige. Most of the peoples use nokia cell phones due to its quality.

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Summer Project Report

To what extent respondents are satisfied with Nokia cell:
Following table and chart are showing that at what extent respondents are satisfied by
Nokia cell
Table 6: To what extent respondents are satisfied with Nokia cell:
Factors

Number of respondents

Percentage

Highly satisfied

23

23%

Moderately satisfied

12

12%

Satisfied

66

66%

Not satisfied

Total

100

100%

Chart 6: Cone chart representing consumer satisfaction towards nokia cell phone:

Inference:
According to the survey, the table indicates that 23(23%) of respondents are highly
satisfied with nokia cell, 12(12%) are moderately satisfied, and 66(66%) of respondents are
satisfied with nokia.

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Summer Project Report

Who influenced you to buy Nokia cell:
Following table and chart are representing influencing factors which forced the respondents to
buy Nokia cell phone:
Table 7: Who influenced you to buy Nokia cell:
Factors

Number of respondents

Percentage

Friends

41

41%

Relatives

14

14%

Advertisements

38

38%

Others

7%

Total

100

100%

Chart 7: Pie chart representing influencing factors which forced the respondents to buy
Nokia cell phone:

Inference:
The above table shows the influencing factors which forced the respondents to buy nokia cell
phone are 41(41%) through friends, 14(14%) through relatives, 38(38%) are through the
influence of advertisements, and 7(7%) through other factors..

opinion about prices of Nokia:

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Summer Project Report

Following table and chart are stating thatopinion towards the prices of Nokia cell.
Factors

Table 8: opinion about prices of Nokia:

Number of respondents

Percentage

Very high

8%

High

22

22%

Medium

66

66%

Low

4%

Total

100

100%

Chart 8: Column chart showing the opinion of respondents towards the prices of nokia cell
phones:

Inference:
According to the table the opinion of the respondents about the prices of nokia are 8(8%) of
respondents said the price is very high, 22(22%) said high, 66(66%) said the prices are medium,
and 4(4%) of respondents replied the price of nokia cell phones are low.

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Summer Project Report

Brandloyalty of respondents towards nokia cell phone:

Following table and chart are showingthe brand loyalty of respondents towards nokia cell phone.
Table 9: Are you loyal to Nokia:
Factors

Number of respondents

Percentage

Yes

80

80%

No

20

20%

Total

100

100%

Chart 9: Pie chart showing the brand loyalty of respondents towards nokia cell
phone:

Inference:
The above
states the
brand
loyalty of
nokia. More
number of
respondents
loyal to the
brand i.e.,
80(80%),
20(20%) are not loyal due to some reasons

table

are

and

Are you satisfied with value added features of Nokia:

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Summer Project Report

Following table and chart are showing that the opinion of respondents towards the
value added features of nokia.
Table 10: Are you satisfied with value added features of Nokia:
Factors

Number of respondents

Percentage

Highly satisfied

18

18%

Moderately satisfied

12

12%

Satisfied

65

65%

Not satisfied

5%

Total

100

100%

Chart 10:.Cylindrical chart representing the opinion of respondents towards the

value added features of nokia:

Influence
According to the above table, 18(18%) of respondents are highly satisfied with the value
added features of nokia, 12(12%) are moderately satisfied, and 70(70%) of respondents are
satisfied.

Are you satisfied with value added features of Nokia:

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Summer Project Report

Following table and chart are showing that customer opinion towards battery backup
capacity of nokia cell phone:
Table 11: Are you satisfied with battery backup capacity of nokia cell:
Factors

Number of respondents

Percentage

Highly satisfied

32

32%

Moderately satisfied

7%

Satisfied

61

61%

Not satisfied

Total

100

100%

Chart 11: Pyramid chart stating the customer opinion towards battery backup
capacity of nokia cell phone:

Inference:
The above table indicates that, 32(32%) of respondents are highly satisfied with the battery
backup capacity of nokia cell, 7(7%) are moderately satisfied, and 61(61%) are satisfied.

The opinion about sales promotional activities of nokia from the respondents:

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Summer Project Report

Following table and chart are showing that customer opinion towards battery backup
capacity of nokia cell phone:
Table 12: The opinion about sales promotional activities of nokia from the respondents:
Factors

Number of respondents

Percentage

Very impressive

29

29%

Moderately impressive

22

22%

Impressive

49

49%

Not impressive

Total

100

100%

Chart 12:Bar chart representing opinion of consumer towards the sales promotional
activities of nokia:

Inference:
According to the above table, 29(29%) of respondents are very impressive with the sales
promotional activities of nokia, 22(22%) are moderately impressive, and 49(49%) are
impressive.

Respondents opinion on advertisements of nokia:

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Summer Project Report

Following table and chart are showing that customer opinion towards the advertisement of nokia.
Table 13: Respondents opinion on advertisements of nokia:
Factors

Number of respondents

Percentage

Excellent

53

53%

Good

38

38%

Fair

9%

Poor

Total

100

100%

Chart 13: Cylindrical chart representing consumer opinion towards the advertisements of
nokia:

Inference:
The above table indicates that, 53(53%) of respondents said that the advertisements of nokia are
excellent, 38(38%) said good, and 9(%) said fair.

How the respondents feel after sales service of nokia:

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Summer Project Report

Following table and chart are showing that the opinion of consumer after sales service of nokia.
Table 14: How the respondents feel after sales service of nokia:
Factors

Number of respondents

Percentage

Excellent

51

51%

Good

47

47%

Fair

2%

Poor

Total

100

100%

Chart 14: Cone chart representation the opinion of consumer after sales service of nokia:

Inference:
According to the above table, 51(51%) of respondents said that the after sales service of nokia is
excellent, 47(47%) said good, and 2(2%) said fair.

6. FINDINGS

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Summer Project Report

From the analysis it is found to be that, the different type of professionals using cell
phones are employees 28 (23.3%), businessmen 48 (40%),

students 24 (20%) and

Common Man 20 (16.7%)

It is found that from the data 42% of respondents income is 20000 above,26% of
respondents income is 15000 above,21% of respondents income is above 10000.11% of
respondents income is above 6000.It means most of the respondents income level is
above 20000 compare to other respondents.
According to respondents it indicates that 50% of respondents are using nokia cell. 29%
of Samsung & 21% of LG. It means the market of nokia is good than compared to other
competitors such as Sony ericsson, Samsung etc.
It is found that 39(39%) of respondents are using Nokia Smart Phone, 10(10%) of
respondents are using Nokia 3G Phones, 18(18%) of respondents are Nokia XpressMusic
Phones, 20% of the respondents are using Nokia Touchscreen Phone and Nokia Dual
Sims Phone is used by 13% of the respondents.
It shows that 48(48%) of respondents use nokia phone due to its quality and Features,
12(12%) voted for comfortable access, 24(24%) voted for price factor, and 16(16%) use
it for the purpose of prestige. Most of the peoples use nokia cell phones due to its quality.
According to the survey, it indicates that 23(23%) of respondents are highly satisfied with
nokia cell, 12(12%) are moderately satisfied, and 66(66%) of respondents are satisfied
with nokia.
Itis found that the influencing factors which forced the respondents to buy nokia cell
phone are 41(41%) through friends, 14(14%) through relatives, 38(38%) are through the
influence of advertisements, and 7(7%) through other factors.

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Summer Project Report

According to the

opinion of the respondents about the prices of nokia are 8(8%) of

respondents said the price is very high, 22(22%) said high, 66(66%) said the prices are
medium, and 4(4%) of respondents replied the price of nokia cell phones are low.
It is found that the brand loyalty of nokia. More number of respondents are loyal to the
brand i.e., 80(80%), and 20(20%) are not loyal due to some reasons.
From the analysis it is found that 18(18%) of respondents are highly satisfied with the
value added features of nokia, 12(12%) are moderately satisfied, and 70(70%) of
respondents are satisfied.
The survey indicates that, 32(32%) of respondents are highly satisfied with the battery
backup capacity of nokia cell, 7(7%) are moderately satisfied, and 61(61%) are satisfied.
It is found that 29(29%) of respondents are very impressive with the sales promotional
activities of nokia, 22(22%) are moderately impressive, and 49(49%) are impressive.
From the respondents we found that 53(53%) of respondents said that the advertisements
of nokia are excellent, 38(38%) said good, and 9(%) said fair
It is found that 51(51%) of respondents said that the after sales service of nokia is
excellent, 47(47%) said good, and 2(2%) said fair.
It is found that majority of customers prefer Nokia 3G, 4G and ample kinds model
handsets.
It is found that majority of customers prefer nokia due to its quality, Features and
comfortable access.
It is found that majority of consumers are satisfied with Nokia.
It is found that the influencing factor for customers to purchase Nokia is through
advertisements.

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Summer Project Report

7.SUGGESTIONS
1. The company may come up with new handset models compared to other cell phones
because most of the respondents wants new models according to new generation.
2. From the data we analyze that most of the consumers feel that the prices of Nokia
can be reduced.
3. The company can improve the sales promotional activities that may reach the rural
customers.
4. According to the survey the consumers prefer more models with different price levels.
So the company has to concentrate on these in order to attain more market share.
5. Though the company is leading the market, it should beware of competitors like
Samsung and LG and other small scale mobile manufactures, which is also trying to
compete with Nokia by offering better quality products at economical prices.

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Summer Project Report

8.CONCLUSION

Competition in mobile industry is heating up.Its time for every mobile manufacturer to
align up in the new dynamic business environment. Mobile phone majors should think to launch
the product according to the needs of customers to satisfy them and make them brand loyal.
Which makes the profit margin of the company at the peak where any change made is remain at
the profit point of view for the company without fearing of risk. This all can be done if and only
if the customers and satisfied and delighted by the products of the firm.
From the above findings it is found that most of the customers are brand loyal and are
very much satisfied with the product and the services after sale, as in my analysis most of the
customers are satisfied with all the aspects of the product produced by the company. In todays
competitive environment, customers are quick to abandon the products that do not meet
expectations. To be successful, the company must deliver positive customer experiences with
rich, value-added applications and technology supported by comprehensive service quality
management. To be heart touching all the times in the market the manufacturer should beat the
competitors at each and every step of the technology used and implemented by the competitor
then only the customer focused and realizes that quality is an attribute that creates customer
satisfaction profitably.

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BIBLIOGRAPHY
1. Philip Kotler, Marketing Management, Tata McGraw Hill Publications Pvt Ltd,
2011.
2. Cooper, D.R and schindler, P.S (2000) Business Research methods, 7th Ed.,
Mcgraw Hill College
3. Weekly, James K.(1992) ,pricing In Foreign Markets: Pitfalls and Opportunities,
Industrial Marketing Management
4. Modern marketing

- R.S.Pillai,Bhagwati

5. Magazine

- Business India

6. Website

- www.nokia.com
www.google.com
www.wikipedia.org

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Summer Project Report

QUESTIONNAIRE
Dear sir/madam
I am KondapurMohammedShoeb pursuing M.B.A in SRM Universityas per
the partial fulfillment of my course,I have to complete the project work. So please cooperate in filling the questionnaire.

Name:

male [ ] female [ ]

Contact no:
1. Profession
A. Employee

[
b. Businessmen

c. Student

2. Income level
A. 6000-10000

c. 15001-20000

3. Which brand cell phone you have

A. Nokia

d. Common Man
[

b. 10001-15000

c. LG

[
b. Nokia 3G Phone

d. Others

4. Which type of nokia cell you have

A. Nokia Smart Phone

d. Above 20000
[

b. Samsung

c. Nokia XpressMusic

d. Nokia TouchScreen Phone e) Nokia Dual Sim phones

5. Why do you prefer nokia
A. Quality & Features

[
b. Comfortable access c. Price

6. To what extent you are satisfied with nokia cell

A. Highly satisfied

b. Moderately satisfied

d. Prestige
[

c. Satisfied

d. Not satisfied
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Summer Project Report

7. Who influenced you to purchase nokia cell

A. Friends

b. Relatives

[
c. Advertisement

8. What is your opinion about prices

A. Very high

b. High

c. Medium

b. moderately satisfied

c. Satisfied

11. Are you satisfied with battery backup capacity of nokia

A. Highly satisfied

b. moderately satisfied

c. Satisfied

12. What is your opinion about sales promotional activities

A. Very impressive

d. Low
[

b. moderately impressive

c. Impressive

d. Not satisfied
[

b. Good

b. Good

d. Not impressive
[

c. Fair d. Poor

14. How do you feel after sales services of nokia

A. Excellent

d. Not satisfied

13. What is your opinion on advertisements of nokia

A. Excellent

b. No

10. Are you satisfied with value added features of nokia

A. Highly satisfied

d. Others
[

9. Are you loyal to nokia

A. Yes

c. Fair

d. Poor

Any opinion towards the product

Signature

49