You are on page 1of 35

PROJECT REPORT ON

CUSTOMER SATISFACTION OF NOKIA MOBILE IN ROHTAK

Submitted towards partial fulfillment of requirement for award of MBA Degree, Maharishi Dayanand University, Rohtak

Session: 2010-2011
Submitted by: Ritu Roll No. 6514 MBA 5 Year 4th sem.

INSTITUTE OF MANAGEMENT STUDIES & RESEARCH, ROHTAK-124001, HARYANA (INDIA)

DECLARATION

I Ritu , student of 5 year M.B.A 4 th semester of Institute of


Management Studies and Research hereby declare that the project report

titled CUSTOMER SATISFACTION

OF NOKIA MOBILE IN

ROHTAK is a record of critical & independent work carried out by me under

supervision & guidance of Dr. Daleep singh . This has not been previously submitted for the award of any other diploma, degree or other similar degree. The feasibility suggestion has been duly incorporated in the consultation with the supervisor.

Signature of the Candidate

CERTIFICATE
I RITU, Class M.B.A 5 Year 4th semester of INSTITUTE OF

MANAGEMENT STUDIES AND RESEARCH hereby declare that the Project CUSTOMER SATISFACTION OF NOKIA MOBILE IN ROHTAK is the original work. The feasibility suggestion has been duly incorporated in the Consultation with the supervisor.

Signature of the Supervisor

Signature of the Candidate

Director/Principal of the Institute

PREFACE
The main objective of the project is to study the satisfaction levels of customers with reference to NOKIA mobile handset users. 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 Nokia deployed network. Nokia started its India operations in 1995, and presently operates out of offices in New Delhi, Mumbai, Kolkata, Jaipur ,Lucknow ,Chennai, Bangalore, Hyderabad, Pune and Ahmedabad. The Indian operations comprise of the handsets business; R&D facilities in Bangalore, Hyderabad and Mumbai; a manufacturing plant in Chennai and a Design Studio in Bangalore. The most common way of research design is the Descriptive research design is use and methodology primary source of data were utilized for stud y. 100 customers were randomly selected for study By this project Ill be able: Find out the satisfaction levels of customers, towards the Product attributes like Features, Appearances, Battery ba ckup, Audio output and Software compatibility of Mobile. This study help the NOKIA to recognize the factor which have more satisfaction level and which factor have more dissatisfaction level.

ACKNOWLEDGEMENT

I find in a great privilege to extend my thanks to Dr. Daleep Singh ,Faculty of IMSAR, for giving me an opportunity to work on one of the leading sectors and of course for providing his valuable guidance and support. It has been a real pleasure working on this project as this has lent me an opportunity to gather a plethora of knowledge. My sincere gratitude also goes to my Institute for providing me a platform to have practical knowledge .Special thanks goes to my parents , my brother and my friends who is most responsible for helping me complete the writing of this Project .

RITU Date5 YEAR MBA 4TH SEM.

TABLE OF CONTENT
P.no.
Chapter 1: Introduction

Backgound Scope and focus Purpose of this Study Limitation of this Study
Chapter 2 : Literature Survey Chapter 3 : Research methodology

Introduction Reasearch variable Research design


1) 2) 3) 4) 5) Data collection & type of data Sample design Sample unit Sample technique Sample size

Chapter 4: Data Analysis and Research Findings

Interpretations & Findings Conclusions

Chapter 5

Append ix Reference

List of Figure
P.No.

1. Brand Value Model 2. preference for buying 3. satisfied with price 4. satisfied with Advertisements 5. satisfied with Features of Nokia 6. satisfied with Audio output 7. satisfied with Software compatibility 8. satisfied with Built in memory 9. satisfied with Camera/video quality 10. satisfied with Accessories 11. satisfied with Appearances 12. satisfied with services 13. satisfied with Battery backup 14. satisfied with Brand image 15. satisfied with its life 16. fully aware all the Features

Chapter 1 Introduction

Background
Dr. Martin Cooper of Motorola, made the first US analogue mobile phone call on a larger prototype model in 1973. On April 3, 1973, Motorola employee Dr. Martin Cooper placed a call to Dr. Joel S. Engel, head of research at AT&T's Bell Labs, while walking the streets of New York City talking on the first Motorola DynaTAC prototype in front of reporters. Motorola has a long history of making automotive radios, especially two-way radios for taxicabs and police cruisers. 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 Nokia deployed network. Nokia started its India operations in 1995, and presently operates out of offices in New Delhi, Mumbai, Kolkata,Jaipur,Lucknow,Chennai, Bangalore, Hyderabad, Pune and Ahmedabad. The Indian operations comprise of the handsets business; R&D facilities in Bangalore, Hyderabad 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.

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. R & D centers Nokia has three Research & Development centers in India, based in Hyderabad, Bangalore and Mumbai. These R&D hubs are staffed by engineers who are working on next-generation packet-switched mobile technologies and communications solutions to enhance corporate productivity. The Center in Bangalore, the biggest R&D site in the country comprises S60 Software Organization, Common Technologies, Next Generation now called Maemo Software, Productization and Software & Services. Design Studio Nokia has set up its first Design Studio in Bangalore in partnership with Srishti School of Art, Design and Technology. The first of its kind, the design studio will give Nokia designers and Indias talented youth the opportunity to work together on new design ideas for India and the global markets.

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

Scope and focus


1. This study focus on Features, Appearances, Battery backup and Software compatibility of Nokia. 2.This study help NOKIA to recognize the factor which is most satisfied and which factor have more dissatisfaction influencing the consumes to buy the NOKIA Mobile

Purpose of this Study


To study the satisfaction level of consumers towards the NOKIA Mobile in Rohtak.
LIMITATION OF THE STUDY

 The study is confined to rohtak city only.  Chances of some wrong sample can not be eliminated.  Time is major constrain.  Only limited sample size (50) was possible for such a vast research on such a period of time .  Busy Interaction with the respondents is also limited due to their work.  The profile has been limited by demographic and socio -economic characteristics.  A psychographics analysis of respondents, attention, interests and opinion was not attempted, as it did not figure in the various brand needs

Chapter 2. Literature Survey


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 transaction 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 customers 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 Jerrys 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 Conflictin whatever formis 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

Level 2. Expectations are a step higher than that of level 1 and they require some form of satisfaction through meeting the requirements and/or specifications 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

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 Brand Value Model 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 importances 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 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. loyalty

Brand Value

Purchase /repurchase Recommend

Brand equity

Product Featured

Price

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 choice, or may detract from the overall utility of a choice. 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.

CHAPTER 3
RESEARCH METHODOLOGY
Research is the systematic application of investigative tools to an issue, problem, or phenomenon the purpose of which is to develop valid and reliable information that will lead toot a better understanding of the research target. Questions concerning the definition of research persist because interactions among the varied objectives of rese arch studies, on the one hand, and on the other hand, bias, ignorance, or both on the part of the users of research findings as to what constitutes real research. Some users of the findings of experimental research (as well as some experimental research ers, as an example) denigrate the value of descriptive research. Descriptive research, however, can be of great value to political campaigns and marketers even though its value may be low in relation to medical trial studies. Conversely, double-blind experimental research that is essential in most medical trial studies (a) are not feasible for many political and marketing purposes and (b) would be of limited value in such cases even if they were feasible

RESEARCH VARIABLES:
Variables are things that we measure, control, or manipulate in research. They differ in many respects, most notably in the role they are given in our research and in the type of measures that can be applied to them. Independent variables are those that are manipulated whereas dependent variables are only measured or registered. The terms dependent and independent variable apply mostly to experimental research, where some variables are manipulated, and in this sense they are independent from the initial reaction patterns, features, inten tions, etc. of the subjects. Some other variables are expected to be dependent on the manipulation or experimental conditions. That is to say, they depend on "what the subject will do" in response.

RESEARCH DESIGN

Descriptive research design Descriptive research is used to obtain information concerning the current status of the phenomena to describe "what exists" with respect to variables or conditions in a situation. The methods involved range from the survey which describes the status quo, the correlation study which investigates the relationship between variables, to developmental studies which seek to determine changes over time. Statement of the problem Identification of information needed to solve the problem Selection or development of instruments for gathering the information Identification of target population and determination of sampling procedure Design of procedure for information collection Collection of information Analysis of information Generalizations and/or predictions

ADVANTAGES The subject is being observed in a completely natural and unchanged natural environment. A good example of this would be an anthropologist who wanted to study a tribe without affecting their normal behavior in any way. True experiments, whilst giving analyzable data, often adversely influence the normal behavior of the subject. Descriptive research is often used as a pre-cursor to more quantitatively research designs, the general overview giving some valuable pointers as to what variables are worth testing quantitatively. Quantitative experiments are often expensive and timeconsuming so it is often good sense to get an idea of what hypotheses are worth testing.

Limitations
y y

The profile has been limited by demographic and socio-economic characteristics. A psychographics analysis of respondents, attention, interests and opinion was not attempted, as it did not figure in the various brand needs

DATA COLLECTION

As the data collection has two phases a) Primary data b) Secondary data PRIMARY DATA Primary data will be collected by using QUESTIONNAIRS because it is effective and useful . A questionnaire consists of a number of questions in definite order . It will be given to respondents and they will fill it. SECONDARY DATA Some related data for research will be get some other sources like book and internet . This data is being used to conceptualize the research.

In the present research study primary data collection method has been used .

SAMPLE DESIGN

It refers to a well knit for obtaining a sample from the area under the study known as Universe or Population . it refers to the technique that the researcher adopts the modest operandi of taking the sample.
SAMPLE UNIT

In the present study , the samples has been taken from the various units :  Near by locality.  MDU Campus

SAMPLING TECHNIQUES

In this project of research , the units from above mentioned sub areas were selected on the basis of random sampling method. Random sampling is also known as probability sampling. Under this sampling design every item of the universe has an eqyal chance of inclusion in the sample.
SAMPLE SIZE

Sample size means the number of sampling u nit selected from the population for the purpose of investigation. The citizens of rohtak city are taken up as the universe in which the research will be conducted.

4
arch Findings

Data Anal i and R


Percentage test

Q. Place for preference for buying Mobile phone

11%
priority outlet

22%

de ler
grey market

others

22%

45%

Q Are you satisfied with price of Nokia mobile Phone ?

16

14
12 10

8 6
4

2 0

Q Are you satisfied with Advertisements of Nokia mobile Phone?


60

50 40 30 20 10
0

High satisfied

Satisfied

Neither satisfied nor dissatisfied

High satisfied

Satisfied

Neither satisfied nor dissatisfied

issatisfied

Highly dissatisfied

Series 1

i ssatisfied

Highly dissatisfied

Q Are you satisfied with Features of Nokia mobile Phone?


5
4.5

4 3.5
3

2.5 Series 1
2

1.5 1
0.5

0
highly satisfied satisfied not satisfied

Q Are you satisfied with Audio output of Nokia mobile Phone ?

4.5 4
3.5

3
2.5

Series 1
2

1.5
1

0.5 0 i gh satisfied Satisfied Not satisfied

Q Are you satisfied with Software compatibility of Nokia mobile Phone?

12

10

Series 1
4

0
high satisfied satisfied Not satisified

Q Are you satisfied with Built in memory of Nokia mobile Phone?

12

10

Series 1
4

high satisfied

satisfied

Not satisfied

Q Are you satisfied with Camera/video quality Nokia mobile Phone?


5
4.5

4 3.5
3

2.5

Series 1
2

1.5 1
0.5

0
i gh satisfied satisfied Not satisfied

Q Are you satisfied with Accessories of Nokia mobile Phone?

5 4.5
4

3.5
3 2.5

2
1.5

1 0.5
0

highly satisfied

Series 1

satisfied

not satisfied

Q Are you satisfied with Appearances of Nokia mobile Phone?


5
4.5

4 3.5
3

2.5

Series 1
2

1.5 1
0.5

0
highly satisfied satisfied not satisfied

Q Are you satisfied with Battery backup of Nokia mobile Phone?

5
4.5 4

3.5
3

2.5

Series 1
2
1.5

1 0.5
0

highly satisfied

satisfied

Not satisfied

Q Are you satisfied with services provided by Nokia mobile Phone?


5
4.5

4 3.5
3

2.5

Series 1
2

1.5 1
0.5

Q Are you satisfied with Brand image of Nokia mobile Phone?

5 4.5
4

3.5
3

2.5

2
1.5

1 0.5
0



Hig satisfie

satisfie

t satisfie

Hig l y satisfie

satisfie

t satisfie

Series 1

Q Are you satisfied with its life?


5

4.5
4 3.5

3
2.5

Series 1
2 1.5
1

05

Q Are you fully aware all the Features of Nokia mobile Phone?

28%

72%

high satis ied

satis ied

not satis ied

YES O

Q SEX?

28%
MALE FEMALE

72%

Classification based on satisfactory level

Attribue

Feature

Battery Backup

Software Audio Compatibility Output

Accessories Appearance

Built In memory

Highly satisfied

Satisfied

Not Satisfied

FINDING THE STUDY 1. Among the total ??? respondents, ??? percent of the respondents were male while remaining ??? percent of the respondents were female. 2. From the study undertaken, out of the total number of respondents are falling under the age group of 17-50+ years. 3. From the study undertaken, majority of the respondents, (40 Percent) are graduates and (40 Percent) are post graduate. 4. From the survey undertaken, 24 percent of the respondents are falling under the income level Rs. below 10000 and 26% more than 40000. 5. From the survey undertaken, between the educational qualification and the purchase decision of the respondent, it has been found that 40 respondents are graduates, of these, 38% respondents are depending upon the advertisements for their purchase decision. 6. From the study undertaken, between the age and purchase decision of the respondents, out of 100 respondents, 20 of them are depending upon advertisement for their purchase decision, and 36% respondents are falling under the age group of 21-30 years. 7. From the survey undertaken 36% are highly satisfied with its brand image

Features:1.Audio Output:- In the above analysis, 26% of respondents are highly satisfied with the audio output, 54% of the respondent are satisfied, and 20% of respondents are not satisfied with this attribute. 2.Camera/video:- In the above analysis, 28% of the respondent gave their opinion as highly satisfied with the features of the software compatiblity,52% of the respondents gave their opinion as satisfied,20% of the respondents were not satisfied. 3.Software Capability:- In the above analysis, 37% of the respondent gave their opinion as highly satisfied with the features of the software compatiblity,48% of the respondents gave their opinion as satisfied,15% of the respondents were not satisfied. 4.Built in memory:- In the above analysis, 21% of the respondent gave their opinion as highly satisfied with the features of the built in memory,55% of the respondents gave their opinion as satisfied,24% of the respondents were not satisfied. 5.Accessories:-In the above analysis, 24% of the respondent gave their opinion as highly satisfied with the features of the accesories,56% of the respondents gave their opinion as satisfied,20% of the respondents were not satisfied.

SUGGESTIONS
1. Most of the respondents were satisfied with the price, company image and Battery backup of Nokia. So it is suggested that the same standard is to the maintained. 2. Factors like after service, audio output, software compatibility and special features are admired the respondents, hence this features has to be continued. 3. To attract customers situated in all areas, advertisement can be given through all media to attract customers in rural areas. 4. The sales promotion offers are not impressive. Hence, the company should work towards providing more sales promotion offers to attract the customers .The customers are not satisfied with the price level, so they can better consider the price level.

CONCLUSIONS
The important product attributes of any Mobile like price and company image have received favorable appreciation from the respondents. Product attributes like battery backup, appearances, software compatibility and audio output have also been appreciated. It is certified that the consumer behavior concept is an unpredictable one in any kind of market .But this study has attempted its best to reveal the same.

Appendix

QUESTIONNAIRE
Code .
RESPECTED SIR/MADAM,

I the student of IMSAR, conducting a project report on the CUSTOMER SATISFACTION OF NOKIA MOBILE IN ROHTAK. Kindly extend your cooperation in filling this questionnaire & enable us in doing the project successfully. This information will be used only for academic purpose.

Q1. Place for preference for buying Mobile Phone?


1. Priority outlet 3.Gray market ( )

2. Dealers ( ) 4. Others ( )

Q2.Are you satisfied with price of Nokia phone?

1.High satisfied ( ) 3. Neither satisfied nor dissatisfied ( ) 5. Highly dissatisfied ( )

2. Satisfied ( ) 4. Dissatisfied ( )

Q3. Are you satisfied with Advertisements of Nokia phone?

1. High satisfied ( ) 3. Neither satisfied nor dissatisfied ( ) 5. Highly dissatisfied ( )

2. Satisfied ( ) 4. Dissatisfied ( )

Q4. Are you satisfied with Features of Nokia phone? 1. High satisfied ( )
2. S atisfied ( ) 3.Not satisfied ( )

Q5. Are you satisfied with Audio output? 1. High satisfied ( ) 2. Satisfied ( ) 3.Not satisfied ( )

Q6. Are you satisfied with Software compatibility? 1. High satisfied ( ) 2. Satisfied ( ) 3.Not satisfied ( )

Q7. Are you satisfied with Built in memory? 1. High satisfied ( ) 2. Satisfied ( ) 3.Not satisfied ( )

Q8. Are you satisfied with Camera/video quality? 1. High satisfied ( ) 2. Satisfied ( ) 3.Not satisfied ( )

Q9. Are you satisfied with Accessories? 1. High satisfied ( ) 2. Satisfied ( ) 3.Not satisfied ( )

Q10. Are you satisfied with Appearances? 1. High satisfied ( ) 2. Satisfied ( ) 3.Not satisfied ( )

Q11. Are you satisfied with Battery backup? 1.High satisfied ( ) 2. Satisfied ( ) 3.Not satisfied ( )

Q12. Are you satisfied with its services provided by Nokia service center? 1. High satisfied ( ) 2. Satisfied ( ) 3.Not satisfied ( )

Q13. Are you satisfied with its Brand image? 1. High satisfied ( ) Q14. Are you satisfied with its life? 1. High satisfied ( ) 2. Satisfied ( ) 3.Not satisfied ( ) 2. Satisfied ( ) 3.Not satisfied ( )

Q15. Are you fully aware all the Features of Nokia phone? 1. Yes ( ) 2. No ( )

Q16. Who suggested you buy Nokia phone?


1. Family ( )

3.Friends ( ) 5. Dealer ( ) Q17. Age?

2. Relative ( ) 4. Neighbors ( ) 6.Advertisment ( )

1. Below 20 ( ) 3.31-40 ( ) 5. More than 50 ( )


Q18. Sex? 1. Male ( )

2. 21-30 ( ) 4. 41-50 ( )

2. Female ( )

Q19. Your education qualification?


1. Primary ( ) 3. Graduate ( )

2. Secondary ( ) 4. Post graduate ( )

Q20. Yours family monthly income?


1. Below 10000 ( ) 3. 20000-30000 ( ) 5. More than 40000 ( )

2. 10000-20000 ( ) 4.. 30000-40000 ( )

References
1. 2. 3. 4. KOTHARI C.R. (1999) Research Methodology, Wishwa Prakashan, New Delhi, 2nd Edition. KUMAR RANJIT Research methodology, new Delhi 110 017, 2nd Edition www.nokia.co.in www.nokia.com/about-nokia/company/story-of-nokia