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INTRODUCTION

In the past companies concentrated on excellence and quality as the means to success. More emphasis was laid on product –driven expansion. But from the onset of the 1990s, an increasing number of companies have acknowledged the importance of being customer – oriented and customer –driven in their offering s. in the recent past, in the light of vast global, technological, economic and social challenges facing today’s companies, they have realized the importance of knowing the customers needs, wants, habits and attitudes in order to succeed. Further, with the steady growth of consumerism in society, the need for customer satisfaction has gradually become the top priority of companies.

Relatively recently speculation about possible effects of radio waves on human health have been made. At Nokia we are sensitive to concerns about mobile communications safety issues, and have committed resources not only to sponsor ongoing research programs, but also to provide customers with good quality information on the subject.

NEED FOR THE STUDY
The importance of marketing in any business organization cannot be over emphasized. Whether it is small or big organization the long-term survival of the organization depends upon the sales & channel effectiveness. As of now, the Indian economy has slowly changed a primary condition of scarcity to a gradual stage of affluence, largely giving consumer the opportunity to choose from, among many varied alternatives. Given the intense competition prevailing in every industry of the economy, the race to satisfy the customers is on. The customers on the other hand are increasingly demanding better value for their money.

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So customer focus and customer satisfaction has become the driving force for companies striving for survival and growth in the 21st century. Keeping in this view its importance, the present study entitled “A study on customer satisfaction with reference to Nokia Priority dealer, Vijayawada” has been taken up.

OBJECTIVES OF THE STUDY
The objective of the study is to determine the level of customer satisfactions among Nokia products accordingly the subsidiary objectives are:  To provide a connectional framework for the study by review of relevant literature  To determine the customers opinion regarding the reception at Nokia product cells  To gather information regarding the services provided by Nokia product cell To gain an insight into the level of satisfaction of Nokia product To summarize the study findings with a view to evaluate them and make suitable suggestions based on them.

SCOPE OF THE STUDY
The overall scope of the present study considers all the variables and factors that have major impact over the customers in considering particular Models of Nokia and other brands. This especially includes how a customer regally evaluate, recognizes the brand and what position particular brand occupies in the customer mind.

This includes how a customer gets attracted towards the brands and what makes a brand highly significant over their competitive brand. The study includes how brand awareness among potential customers can be maintained and improves.

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The project has been done in Vijayawada city only. How people are influenced by the brand and what made them aware of the brand. After the survey was done the data was analyzed and also relevant suggesting was made in order to improve its brand awareness towards Nokia.

METHODOLOGY OF THE STUDY
The following methodology was used to meet the present study titled “A Study of Consumer Behavior in then Nokia product cells. The sample size for the study has been restricted 50 responders only. Random sampling technique has been used to ensure that the sample chosen is representative of various sections of customers Data and information for the study has been collected from both primary and secondly sources. The primary data for the study were collected through a questionnaire and holding interviews with the customers of Vijayawada in order to supplement the primary data obtained, secondary data were collected from various sources such as periodicals, publications and published reports of the company and various associations. The results obtained from the study can be applied to comparable cities and situations only. As the numbers of respondents are restricted to 50 the results obtained may not represent the universe. In addition, the personnel of above limitations, every effort has been made to make the study reliable and relevant.

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4. The sample taken is small when compared to the total population and hence the results may not depict the true nature of whole population. 4 .LIMITATIONS OF THE STUDY 1. 3. This study may not cover all to satisfy all the customers. Analysis among the competitors restricted to Vijayawada only. The time allotted for the study is not sufficient considering the size of the company. The Nokia Company may introduce hundreds of models with different features. those may change in other places and the preference of the customer may also change. 2. volume of the transactions and detailed investigation may not be possible.

5 ..ORGANIZATIONAL PROFILE Overview of the Nokia Company Follow the story of Nokia . and cables. from a riverside paper mill in southwestern Finland to a global telecommunications leader.. From roots in paper.a century and a half of innovation. in just over 100 years Nokia becomes a powerful industrial conglomerate. rubber.. The newly formed Nokia Corporation is ideally positioned for a pioneering role in the early evolution of mobile communications..

Idestam named his company Nokia Ab in 1871.. Nokia sells its billionth mobile phone as the third generation of mobile technology emerges. By the turn of the century. The history of Nokia goes back to 1865. and he is considered to be the father of Finland’s paper industry... he built a second mill by the Nokianvirta river – the place that gave Nokia its name. That was when Fredrik Idestam built a wood pulp mill on the banks of the Tammerkoski rapids. Idestam’s invention won a bronze medal at the Paris World Exposition in 1867. A mining engineer by trade. How it all began Nokia started by making paper – the original communications technology. in southern Finland.As mobile phone use booms. It was a great success. cheaper paper manufacturing process to Finland from Germany. Nokia makes the sector its core business. Nokia Ab added electricity generation to its business activities in 1 6 . Idestam brought a new. A few years later.. the company is the world leader.

to be called Nokia Siemens Networks. In June 2006.Nokia today:World leader Today. Nokia is still the world’s number one manufacturer of mobile phones. Olli-Pike Kallasvuo. The next step: Nokia Siemens Networks The next step in Nokia’s continuing evolution is already under way. formerly Nokia’s Chief Financial Officer. Nokia’s future:- 7 . took over as CEO from Jorma Ollila. Nokia and Siemens announced plans to merge Nokia’s networks business and the carrier-related operations of Siemens into a new company. A new President In 2006. and one of the leading makers of mobile networks. who became chairman of Nokia’s Board of Directors.

At the same time. improve the energy efficiency of its products and in its operations. This identifies substances that Nokia has banned. That’s why Nokia will never stop finding new ways of connecting people. Nokia’s success story is built on constant innovation. playing games. surfing the web and more. At the heart of substance management at Nokia is the Nokia Substance List (NSL). Nokia is shaping this converging industry. The key focus areas of Nokia’s environmental strategy are to drive the use of safe substances and materials in its products. digital imaging and the internet. making it possible for people to use handheld devices for filming video. listening to music. pushing it forward with cutting-edge products and the development of open standards. and to create effective takeback and recycling programs. Nokia will continue to develop affordable mobile devices that can contribute to increased economic growth and quality of life.As mobile usage grows in the world’s emerging markets. mobile communications is converging with computing. or 8 . Our very human technology is all about enhancing communication and exploring new ways to exchange information. restricted.

Nokia’s approach to take-back and recycling is to offer easy access to collection points for the return of used mobile devices and accessories. offices. In June 2006. to be called Nokia Siemens Networks. The Business Of Being Responsible Involves All:- 9 . Effective end-of-life practices close the lifecycle loop. operations. Nokia looks for ways to optimize the recyclability of mobile devices from the initial design phase in order to ensure the possibility of extracting valuable materials for re-use and recycling in a safe and efficient manner.targeted for reduction with the aim of phasing out their use in its products. Nokia works with its suppliers to investigate alternative materials and solutions and to help eliminate restricted or monitored substances from its total product line. Energy efficiency is an important area for continuous performance improvement at Nokia. Nokia’s climate strategy covers all relevant areas focusing on the reduction of its CO2 emissions. and work and management practices. Focusing on its products and services. Nokia and Siemens announced their intention to merge the Networks business group of Nokia with the carrier-related operations of Siemens into a new company. Nokia and Nokia Siemens Networks will align their activities and work in close cooperation regarding environmental issues. returning energy and materials back into circulation.

Our corporate responsibility programming reflects an increasing interest (both internally and externally) in the impact our business actions have on communities from societal. As a market leader. the best contribution we can make to the global community is to conduct our business in a responsible way. which aims to reach beyond legal compliance or reactionary positioning by taking a leading role in the various areas where society is affected by the mobile communication business. Our Corporate Responsibility (CR) agenda is framed around the Nokia Values and is carried out in all aspects of our work to ensure customer satisfaction and respect. This belief drives our commitment to creating ethically sound policies and principles that guide us in our work. We both acknowledge and understand that our responsibilities go beyond simply providing quality communication products. and economic perspectives.Customer satisfaction stems not only from our products but also from how effectively we interact with our community. our obligations in terms of how we satisfy our stakeholders grow. As Nokia becomes more and more of a global entity. environmental. Our values are put into action with the help of the Nokia Code of Conduct. and also to assist us in embracing renewal and striving for achievement. 10 .

We understand how important it is to communicate clearly and accurately to the outside world the ways in which our business affects society. enhancing efficiency. minimizing risk. integrated programs within our core business which always keep sustainability in mind. both internally and externally. We have long understood that this added value is the result of taking responsible corporate actions. Our goal is to establish proactive. and building reputation are all aspects of CR which give it a significant position when setting agendas to increase our business value.This translates into further action as we integrate CR ideas and work practices throughout our various business channels. builds trust and helps to develop our reputation. Transparency Consistent communication with respect to our CR efforts. we are demonstrating our overall commitment to the belief that responsibility is everybody’s business. The efforts to build universal access as more than just a goal Shaping corporate culture. There is an increasing demand from our stakeholders for this information which we 11 . By striving to include all members of Nokia’s community in this process.

The number of new mobile phone users in high-growth markets is growing dramatically and we aim to play a leading role in boosting this growth. corporate website. and non-governmental organizations on the theme of universal access. An effective tool for managing risk:- 12 . Driving internal efficiency:What works externally also has benefits within the company. we have seen that: • waste management programs reduce manufacturing costs • diversity training enhances project management • eco-efficiency measures reduce costs • volunteering increases employee satisfaction New growth markets:Nokia Company has been working closely with the UNICT task force and a range of industry. government.accommodate through our reporting. we estimate that there will be available and affordable mobile communications for half the world's population by 2015. As a market leader. While it is sometimes challenging to quantify cause and effect. and other external information sources.

Nokia’s brand responsibility means building positive value into every stage of the customer experience. CR has a significant impact on our brand reputation and the value which our stakeholders place on it.Responsible business practices improve risk management and ease the task of establishing legal compliance. developing more sustainable products and services. Nokia’s quick and effective management of conflicts of interest encourages employee satisfaction and protect our brand image. Nokia’s supply-chain management reduces risks to the categories of quality and productivity. Through engagement with governments and authorities we can avoid legislation that is counterproductive for society or anti-competitive. CR enriches our brand reputation:Nokia’s behavior towards and relationship with society is part of our brand personality. and effectively communicating such developments to our customers. Consumers increasingly demand 'higher order' image attributes from a brand and in doing so look towards a company’s CR track record. The public increasingly expects more transparency about the way a 13 .

with a focus on improving people’s lives. and is optimized for tapping into the mobile industry’s global growth potential as it unfolds. Nokia’s innovative use of technology. Expectations go beyond simply meeting legal requirements. Nokia’s strategy contains the core elements required to accomplish this. seeking a demonstration of its good corporate citizenship.business operates within society. . 14 . Nokia’s future success depends on delivering great experiences to our customers by creating products and solutions that work seamlessly and are appealing. raises the brand promise of "very human technology" to a new level. but to creating a more caring business order. Nokia’s various community activities help people feel close to each other and to their communities.

ORGANIZATIONAL STRUCTURE 15 .

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Nokia’s business groups are supported by various horizontal entities: Customer and Market Operations is responsible for sales and marketing. access.Nokia comprises three business groups: Mobile Phones connect people by providing expanding mobile voice and data capabilities across a wide range of mobile devices. Research and Venturing. and sourcing and procurement for mobile devices from Mobile Phones. Technology Platforms delivers leading technologies and platforms to Nokia's business groups and external customers. 17 . Multimedia and Enterprise Solutions. Multimedia gives people the ability to create. manufacturing and logistics. including enterprise grade mobile devices. experience and share multimedia in the form of advanced mobile multimedia computers and applications with connectivity over multiple technology standards. software and services. and Business Infrastructure. Developer Support. underlying security infrastructure. Enterprise Solutions offers businesses and institutions a broad range of products and solutions. These include Brand and Design. Many other Nokia-wide horizontal units drive and manage specific Nokia assets.

00. 2007.Road Srikakulam Monthly sale of lorvin’s cell world around 120-150 per month slowly they increase the sale of Nokia products. Nokia Siemens Networks. 00.2 crores.000. That why they are turned by the Nokia Company and they turned as dealers of the Nokia company products. march at Sri Satya complex . they on word lorvin’s cell world are the dealers of the Nokia products As the dealer of the Nokia products there sales in 2004 year 200to 250 products purchase. yearly turnover 1. combines Nokia’s networks business and Siemens’ carrier-related operations for fixed and mobile networks into a company owned approximately 50% by each of Nokia and Siemens. 18 .000 to 15.G.55 criers. which started operations on April 1. and consolidated by Nokia. Company profile of Lorvin’s cell world Lorvin’s cell world started with 300000 initial investment as non dealership in the year of 2003 .Corporate functions (support Nokia's businesses with company-wide strategies and services). 2006 year 600to 650 products purchase to will now. Now it is increase to monthly 13.T. 2005 year 250 to 400 products purchase.5 crores to 1. Monthly their turnover 800000 to 850000 yearly 1. It happens in the year of 2004.

first place dealers every month Avg sales 600 to 650. Rajahmundry. This showroom is monthly Avg sales 550 to 600. Vizianagram.Lorvin’s cell world dealers the sale of product to reach the second highest place in three district i. Khammam. Lorvin’s cell world. In 2006 Jan highest product sales 550 to 600. 19 . Visakhapatnam. 100 out let showrooms. 1. Nokia company’s dealers in A. The highest annual turnover in 2006.6 crores to 1. Under this five distributors different locations/areas like Vijayawada. in Vijayawada.e. 2006 year no. monthly turnover 13 lakhs to 16n lakhs. of customer buy the mobiles 5.500 minimum. .P. The highest distributor center in Hyderabad. Viz. Hyderabad. v ijayawada.e.7 crores . Srikakulam district only one i.

obtaining. using. training. Total customer cost is the bundle of costs customer expect to incur in evaluating. The competing sales people carefully describe their respective offers to the buyer. Customer delivered value is the difference between total customer value and total customer cost. performance. durability. He will buy it from caterpillar or komatsu. and resale value. performance. durability. An example will help here. He would like the tractor to deliver certain levels of reliability. He also perceives differences in the accompanying services – delivery. He wants to use the tractor in residential construction work.CUSTOMER SATISFACTION CUSTOMER VALUE Nokia’s premise is that customer will buy from the firm that they perceive offers the highest customer delivered value. and disposing of product or service. Suppose the buyer for a large construction company to buy a tractor. and resale value. The buyer has a particular application in mind. He evaluates the two tractors and decides that caterpillar has a higher product value based on perceived reliability. Total customer value is the bundle of benefits customers expect from a given product or service. and maintenance – and 20 .

If the performance falls short of expectations. If the performance matches the expectations. Finally. the customer as satisfied. services. He adds all the values from these four sources – product. If the performance exceeds expectations. In general: Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance (or out come) in relation to his her expectations. he places higher value on Caterpillar’s corporate image. He also perceives Caterpillar’s personnel to more knowledgeable and responsive. personnel and image – and perceives Caterpillar as offering more total customer value. the customer is dissatisfied.decides that Caterpillar provides better service. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes 21 . satisfaction is a function of perceived performance and expectations. the customer is highly satisfied or delighted. CUSTOMER SATISFACTION Whether the buyer is satisfied after purchase depends on the offer’s performance in relation to the buyer’s expectations. As this definition makes clear.

along. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates an emotional bond with the brand, not just a rational preference. The result is high customer loyalty. Xerox’s senior management believes that a very satisfied or delighted customer is worth 10 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 will. How do buyers from their expectations? From past buying experience, friends’ and associates advice, and marketers’ and competitors’ information and promises. If marketers raise expectations too high, the buyer is likely to be disappointed. For example, Holiday inn ran a campaign a few years ago called “No surprises.” Yet hotel guests still encountered a host of problems, and Holiday inn had to withdraw the camping However, if the company sets expectations too low, it won’t attract enough buyers (although it will satisfy those who do buy). Some of today’s must successful companies are raising expectations and delivering performance to match. These companies aiming for TCS-total customer satisfaction. Xerox, for example, guarantees “total satisfaction “and will replace at its expense any dissatisfied customer’s equipment with in a period of three years after purchase. Cigna advertises “we’ll never be 100% satisfied until you ate, too.” And one of Honda’s ads says. “One reason our customers are so satisfied is that we aren’t.” Nissan
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invites potential infinite buyers to drop in for a “guest drive” (not a “test drive”), because the Japanese word for customer is “honored guest.”

ATTRACTING AND RETAINING CUSTOMERS
In addition to improving their telethons with their partners in the supply chain, many companies are intent on developing stronger bonds and loyalty with their ultimate customers. In the past, many companies took their customers for granted. Their customers may not have had many alternative sources of supply, or all suppliers were equally deficient in service, or the market was growing so fast that the company did not worry about satisfying its customers. Clearly, things have changed. Today’s customers are harder to please. They are smarter, mote price conscious, more demanding, less forgiving, and approached by more competitors with equal or better offers. The challenges, according to Jeffrey Gitomer, is not to produce satisfied customers; several competitors can do this. The challenge is to produce loyal customers.

ATTRACTING CUSTOMER
Companies seeking to grow their profits and sales have to spend considerable time and resources searching for new customers. Customer acquisition requires substantial skills in lead generation, lead

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qualifications, and account conversion. To generate leads, the company develops ads and places them in media that will reach new prospects; its seconds direct mail makes phone calls to possible new prospects ; its sales people participate in trade shows where they might find new ideas; and so on. All this activities produces a list of suspects. The next task is to qualify which of the suspect are really good prospects and this is done by interviewing them, checking on their financial standing, and so on. The prospects may be graded as hot, warm, and cool. The sales people first contact a the hot prospects and work on account conversion which involves making presentations, answering objections and negotiating final terms. THE NEED FOR CUSTOMER RETENTION Unfortunately, most marketing theory and practice center on the art of attracting new customers rather than on retaining existing ones. The emphasis traditionally has been on making sales rather than building relationships; on pre-selling and selling rather than caring for the customer afterward. Some companies, however, have always carried passionately about customer loyalty and retention.

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One Lexus automobile executive told the author: “Our company’s aim goes beyond satisfying the customers. advertising and is less At Nokia. Customers and end-users are the most important people for Nokia.” The key to customer retention is customer’s satisfaction. and its commitment to them is reflected not only in the quality of 25 . creating customer satisfaction is the basis of all our strategies and actions. The company has constructed a model that can be use to calculate how much more each dealership could earn by achieving higher level of repurchase and service loyalty. A highly satisfied customer:  Stays loyal longer  Buys more as the company introduces new products and upgrades existing products.  Talks favorably about the company and its products  Pays less attention to competing brands and sensitive to price  Offers products or service ideas to the company  Costs less to serve than new customers because transactions are reutilized. Our aim is to delight the customer.Know exactly how much their improved retention of customers is worth to them in dollars.

This duty of care involves an awareness of environmental and ethical issues. For this to happen. Nokia then extends these principles throughout the supplier net 26 . driving best practices on a global level.its products. both during the design and production phases of our products. social. and also in terms of creating services to assist and inform customers about products and how to use them safely and effectively. Nokia recognizes that it has a duty of care to all of its customers and other stakeholders. and ethical issues which affect consumers. sound environmental and ethical principals need to be incorporated into all areas of our work. but also its approach to the various environmental. Nokia continually strives to create a business culture in which work practices not only meet existing standards of practice but go beyond.

Analysis & interpretation: From the above table no. another 10 per cent for Sony Erickson and 10 per cent for Motorola and other brands. Here simple random sampling method has been selected for 50 sample size. 60 per cent are shown interest purchase the Nokia brand mobile.4. Among those 30 out 50 i.no 1 2 3 4 5 Name . 27 . Among all most of the customers are interests on Nokia brand only.4.1 is the comparison of different mobile systems.of the product Nokia Samsung Sony Ericsson Motorola Others Percentage of customers 60 10 10 10 10 Table No.DATA ANALYSIS AND INTERPRETATION Brand of the mobile phone s.e. Remaining 10 percent for Samsung.

Brand of the mobile phone MOBILE PHONE USERS 70 NO. OF. CUSTOMERS 60 50 40 30 20 10 0 Nokia 1 Samsung 2 Sony Ericsson 3 MOBILE PHONES Motorola 4 Others 5 Chart no 4.1 28 .

Here simple random sampling method has been selected for 50 samples size. Remaining 10 percent entertainment and another 10 percent fashion. 29 .no 1 2 3 4 Percentage of customers Communication 80 Fashion 10 Entertainment 10 Others 0 Table No.2 Purpose of using Analysis & interpretation : From the table no 4. Among the all most all of the customers are interest on communication purpose only.Purpose of using mobile phones s. 80 percent are shown interest communication purpose using the mobile. Among the 40 out 50 i.2 is the comparison of different purpose of the use the customers.e.4.

2 30 .CUSTOMERS 80 70 60 50 40 30 20 10 0 Communication Fashion Entertainment PURPOSE Others Chart no 4.OF.Purpose of using mobile phones PURPOSE OF USING MOBILE PHONES 90 NO.

no 1 2 3 4 5 Prefer to the nokia modals Percentage of customers prefer of models N-series 40 E-series 10 Multimedia 20 3-Gtechnology 10 Others 10 Table No.series modals only.3 is the comparison of different modal using the customers. another 20 percent multimedia and 10 percent 3G technology modals and 10 percent other modals using. Among these 25 out 50 i.Model of the Mobile phone S. 31 . 50 percent are shown interest purchase N-series modals. Among almost of the customers are interests on N. Remaining 10 for E-series modals.e.4.3 Analysis & interpretation: From above table no 4. Here simple random sampling method has been selected for 50 samples size.

Model of the Mobile phone Model of the Mobile phone 20 18 16 14 12 no.3 32 .of 10 customers 8 6 4 2 0 N-series multimedia product models others Series1 Chart no 4.

Remaining 20 percent people purchase the retailers and 10 percent people through the internet. 33 . 40 percent people purchase the mobile in priority dealers are shown.no 1 2 3 4 5 Customers where purchase mobile Priority dealers Retailers Internet Friends others Table No. Among these 20 out 50 i. among 30 percent people for through the friends.4 is the comparison of the customers purchase the different locations.4 Percentage of location 40 20 10 30 10 Analysis & interpretation: From above table no 4.e.Place of purchasing mobile s. Here simple random sampling method has been selected for 50 sample size.4. Among all most all of the people purchase the mobile priority dealers only.

Others Chart no 4. Internet places 5. Prioritay dealer 3.4 34 .Place of purchasing mobile where do you purchase the mobiles 20 18 16 14 12 no.of 10 customers 8 6 4 2 0 Series2 Series1 1.

another 20 percent people camera & video future prepare and all future prefer only 10 percent peoples. Here simple random sampling method has been selected for 50 sample size. another 10 percent people prepare the MP3&FM Songs future.5 is what features mostly liked by the customers. Remaining 20 percent size prepare. 60 percent are show interest people buy the color pieces. Among all most of the people are interests on color pieces only.no 1 2 3 4 5 Future of nokia mobile Percentage of customer’s like futures Size 20 Color 30 Mp3and FMsongs 10 Camera & video 20 All 20 Table No. Among those 30 out 50 i.4.5 Analysis & interpretation: From the above table 4. 35 .e.Interested features s.

FUTURES Percentage of customer’s like futures Chart no 4.OF.Interested features INTERESTED FEATURES NO.5 36 .OF.CUSTOMERS 35 30 25 20 15 10 5 o n g id e o 0 iz e lo r C o S F s M s v n d p 3 a M C a m e ra & A ll NO.

6 Analysis & interpretation: From the above table no 4. Among those all future like to the customers. So the Nokia product all futures interest random sample is 40 percent.4. Remaining cost makes purchase 10 percent.up Signal catch – up All Table No. Here simple random sampling method has been selected for 50 sample size.6 is that how the customers are attracted to purchase the Nokia mobile phone.no 1 2 3 4 5 Factors for purchasing mobile Percentage customers 10 20 20 10 40 cost Brand Battery back. another battery-back up and brand purpose buy the product 20 percent and 20 percent customers and signal catch – up purpose purchase the product 10 percent.Factors for purchasing mobile s. Among all most of the customers purchase the Nokia products because all factures effective work to the customers. 37 .

cost b.all 1 2 3 brands 4 5 Chart no 4.battarey back.6 38 .brand C.Factors for purchasing mobile brands of mobile phones 20 18 16 14 12 no of 10 customers 8 6 4 2 0 a.up D.signal catch –up e.

Here simple sample random method has been selected systems. 40 percent people know the through the friends are shown . 39 .no 1 2 3 4 Customers know Percentage of know about model Advertisement 20 Executive of the 20 company Word of mouth 10 Through friends 40 Table No.e. Among all most know the customers through the friends only.Knowing of the mobiles s.7 Analysis & interpretation: From the above table no 4.4. Another 10 percent through the word of the mouth.7 is that how the customers are knowing about the Nokia models. Among those 20 out 50 i. another 20 percent know the executive of the company.Remaining 20 percent know the customers through the advertisement.

7 40 . OF. CUSTOMERS 30 25 20 15 10 5 0 Advertisement Executive of the Word of mouth Through friends company Percentage of know Chart no 4.KNOWING OF THE MOBILES 45 40 35 NO.

Remaining 26 percent Airtel services another 30 percent service is Hutch network and 10 percent service is Idea network.no 1 2 3 4 5 Preferable network service BSNL Aritel Hutch Idea other Table No. Here simple sampling method has been selected for 50 sample size.e.8 Percentage of the network services 34 26 30 10 0 Analysis & interpretation: From the above table no 4.Preferable network service s. All most prepare net work services use the BSNL only.4. 41 . 34 percent are shown interest BSNL services. Among those BSNL service 18 out 50 i.8 is the most people prefer the net work services in mobile system.

Hutch 4. Other 0% 10% . Hutch 30% 2. Other 3. Idea 5. Aritel 3.8 42 .BSNL 34% .Preferable network service network service prefer 4. Idea 5. Aritel 26% Chart no 4.BSNL 2.

9 is the level of customer satisfaction about the company services.Satisfaction according to the service s. Here random sampling method has been selected for 50 sample size.4.e. Only 20 percent customers not satisfied to Nokia company services. Among the 40 out 50 i. 80 percent customers are satisfied. 43 .no Satisfaction according to the service Yes No Table No.9 No of customers satisfied in percentage 80 20 1 2 Analysis & interpretation: From the above table no 4.

9 44 .Satisfaction according to the service 45 40 35 30 25 20 15 10 5 0 0 1 0 2 3 10 Series1 Series2 40 Chart no 4.

All most all customers needs of company transparent and nearest .no 1 2 3 4 Type of services Percentage of service required by the needs customers Transparent 30 Nearest 30 Timeliness 20 Others 20 Table No. 30 percent customers transparent and nearest. Remaining 20 timeliness and others.Type of services required by the customers s.4.10 is the comparison of the different types of services needed by the customers. Here random sampling has been selected for 50 samples size. Among the15 out 50 i.10 Analysis & interpretation: From the above table 4. 45 .e.

15 16 14 12 customers 10 8 6 4 2 0 . Transparent 2. 15 2. 10 4. Nearest 3. Others.Type of services required by the customers company services . 10 Series1 Chart no 4.10 46 . Timeliness 4. Transparent. Nearest. Others services 3. Timeliness.

Age group of customers S. Hence most of the customers are in the age group of 15 to 45 years.no 1 2 3 4 Age group of Percentage using customers mobile Less than 15 years 20 15 to 30 years 30 30 to 45 years 30 40 years above 20 Table No.e. Remaining 30 percent in 15 to 30 years and another 30 per cent are between 30 to 45 years. Here random sampling has been selected for 50 samples size. 47 .11 Analysis & interpretation: From the above table 4. Among the10 out 50 i.4.11 is the comparison of the different age groups of the customers who are using different mobiles. 20 percent customers are in the age group of less than 15 years.

10 4. 40 years above .30 to 45 years.Age group of customers 16 14 12 10 8 6 4 2 0 . 15 3. 15 to30 years 3. 40 years above. 15 Chart no 4. less than 15 years.11 48 . less than 15 years 2. 10 Series1 2.30 to 45 years 4. 15 to30 years.

49 . Here random sampling has been selected for 50 samples size.Educational qualifications of the customers s.12 Analysis & interpretation: From the above table 4.12 is the comparison of the different educational qualifications of the customers who are using different mobiles. 10 percent customers are below 10 th class. Hence most of the customers are having the professional qualification. Among the5 out 50 i. Remaining 20 percent are degree and post graduation.e.no 1 2 3 4 5 Customer’s Percentage of education customers qualification Below 10th class 10 th 10 to degree 20 Degree 20 PG 20 Professional 30 Table No.4.

12 50 . 5 4 2 0 3. Professional. 15 2. De gr ee 5. PG. Pr ofe ss ion al to de gre e 4. 103. PG ss 5. 104. 10th to degree. 10 th cla Chart no 4. 10 Series1 10 th Be low 2. Degree .Educational qualifications of the customers 16 14 12 10 8 Below 10th 6 class.

13 is the comparison of the income groups of the customers who are using different mobiles.4. Hence most of the customers are in the income group of less than Rs. 10000. 5000 to Rs.no 1 2 3 4 Customers monthly Percentage of income customers Less than Rs 5000 40 RS 50000-10000 30 RS 10000-20000 10 RS 20000 above 20 Table No. 40 percent customers are getting less than Rs. Among the20 out 50 i. Here random sampling has been selected for 50 samples size. Remaining 30 percent are Rs.Monthly income of the customers S.e. 5000 as monthly income. 10000.13 Analysis & interpretation: From the above table 4. 51 .

5 Chart no 4.Monthly income of the customers customer's income 25 20 customers 15 10 5 0 1. 5 3. 0 1 2. 0 3 income 1. 20 2. 0 4 5. 0 2 3. 15 4. 10 4.13 52 .

53 . Hence most of the customers are Employees of both public sector and private sector only. Here random sampling has been selected for 50 samples size. 10 percent customers are students. Among the5 out 50 i.14 Analysis & interpretation: From the above table 4.no 1 2 3 4 Customer’ s No of customers occupation Students 10 Housewife 10 Business 20 Employees 60 Table No.Occupation of the customers s.14 is the comparison of the occupations of the customers who are using different mobiles.4.e. Remaining 10 percent are housewives and 20 per cent are business people.

14 54 .Occupation of the customers 30 25 20 customers 15 10 5 0 4. 30 3. business occupation Chart no 4. 2.5 Series1 students 3. 10 students. employees. housewife 5 . business.

SUMMARY Chapter –1 is the introduction while includes the introduction and significance of communication system and customer loyalty. Here it includes the scope of the study. 55 . methodology and limitations of the study. Here it includes the growth and development of Nokia mobile company especially in the Indian market. Here it also includes the information relating to the Nokia priority dealers where this project has done. Chapter-3 is the information relates to the customer satisfaction and in the communication patterns how the customers has to be satisfied completely and also how the Nokia company is taking the measures to satisfy the customers. Chapter-2 is the information related to the Nokia company’s total organization profile.

Chapter-4 is relates to the analysis and interpretation of the data which is carried out as primary data conducting as customers survey through questionnaire and so as the sample size is taken in all the parameters what kind of customers and in what percent are interest in the particulars futures of the mobile. Chapter-5 includes the summary and finding in the organization and this project study and suggestions are given to overcome serve of the limitations and finding the conclusions are there. 56 .

57 . Environment which is there in the organization is most of the satisfying the customers. 3. 2. V ijayawada total supervision is centralized by the Managing Director and every time it is difficult to him to control all. It is observed that in the Lorvin’s Nokia Priority Dealers. In the absence of Managing Director nobody is taking the initiation to successful receiving of the organization.FINDINGS 1.

In the abuse of the Managing Director must give the instructions to the next level of employees to receive the customer in proper manner. 58 . Company must concentrate for the promotional activities and the executives of the company have to meet the customers directly. 2. Nokia Company has to concentrate on the models of low price and to add some simple and necessary features to those models. 4. Good environment must be created where noise less and dust less system must be there and it may not disturb the users. 3.SUGGESTIONS 1.

lorvin’s cell world . I issued two approaches in this study.  Sampling of customer suggestions The observed customer satisfaction are found to be satisfactory in lorvin’s cell world .CONCLUSION In the study I try to evaluate A study of customer satisfaction of Nokia priority dealers. The organization times to improve the customers satisfaction. 59 . They are :  Observing recording and critical examination of the exist in customer satisfaction. The nokia product position and proportion is good.

Bibilogra phy 60 .

New Delhi. 3. S.in www.in.com www. Philip Keller ‘Marketing Management’ Himalaya Publishing House ‘Marketing Management’ Prentice-hall of India Limited.market management .nokia asian .com 61 .1999. Nokia India. Websites www.co.com www.A Sherlekar 2.Bibilography 1.mouthshut .R Kotari Research Methodology.C.

Thank you 62 .