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2018-19
Padmashree Annasaheb Jadhav Bharatiya Samaj Unnati Mandal’s
This is to certify that Mrs. Pooja Arun Singh has worked and duly completed
his Project Work for the degree of Master in Commerce under the Faculty of
Commerce in the subject of Project Work II and his project is entitled, “Study
on Marketing Strategies & Customer Satisfaction of Samsung India Pvt
Ltd” under my supervision, I further certify that the entire work has been
done by the learner under my guidance and that no part of it has been
submitted previously for any Degree or Diploma of any University. It is his
own work and facts reported by his personal findings and investigations.
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I the undersigned Mrs. Pooja Arun Singh here by, declare that the work
embodied in this project work titled “Study on Marketing Strategies &
Customer Satisfaction of Samsung India Pvt Ltd” Forms my own
contribution to the research work carried out under the guidance of Prof.
Sonam More is a result of my own research work and has not been previously
submitted to any other University for any other Degree/ Diploma to this or
any other University.
Wherever reference has been made to previous works of others, it has been
clearly indicated as such and included in the bibliography.
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me in the preparation of this report. I thankful towards the whole B.N.N
COLLEGE for providing the infrastructure and facilities, without which my
project would have not taken a shape.
I take this opportunity to thank the University of Mumbai for giving chance to
do this project.
DR. ASHOK.D.WAGH whose guidance and care made the project successful
I would like to thank my College Nirlon Library, for having provided various
reference books and magazines related to my project.
Lastly, I would like to thank each and every person who directly or indirectly
helped me in the Completion of the project especially my Parents and Peers
who supported me throughout my project.
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1 INTRODUCTION 6
SEGMENTATION OF THE CONSUMER
2 7
DURABLE INDUSTRY
3 INDUSTRY SIZE, GROWTH AND TRENDS 9
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1. INTRODUCTION
Before the liberalization of the Indian economy, only a few domestic players
like Kelvinator, Godrej, Alwyn, and Voltas were the major players in the
consumer durables market, accounting for no less than 90% of the market.
Then, after the liberalization, foreign players like Samsung, LG, Sony,
Whirlpool, Daewoo, and Aiwa have entered into Indian market dethroning the
Indian players and dominating Indian market. Today, these players control
the major share of the consumer durables market.
The market share of MNCs in consumer durables sector is 65%. MNC's major
target is the growing middle class of India. MNCs offer superior technology to
the Consumers whereas the Indian companies compete on the basis of firm
grasp of the local market, their well-acknowledged brands, and hold over wide
distribution network. However, the penetration
The Consumer Durables industry consists of durable goods and appliances for
domestic use such as televisions, refrigerators, air conditioners and washing
machines. Instruments such as cell phones and kitchen appliances like
microwave ovens are also included in this category. The Indian Consumer
Durables Industry can be segmented into three key groups: White Goods,
Kitchen Appliances/Brown Goods and Consumer Electronics.
Consumer Durables
Kitchen Appliances/Brown Consumer
White Goods
Goods Electronics
Refrigerators, Mixers,
Mobile Phones,
Washing
Grinders, Televisions,
Machines,
Microwave Ovens, MP3 Players,
Air Conditioners,
Chimneys
3. INDUSTRY SIZE, GROWTH AND TRENDS
In 2015, revenue from consumer durables sector in India stood at USD 9.7
billion, which further increased to USD 12.5 billion in FY16. Consumer durable
market expected to grow at CAGR of 13 per cent from FY05 to FY20. Around
two third of the total revenue is generated from urban population & rest is
generated from rural population.
The consumer durable sector has been witnessing significant growth in recent
years, helped by several drivers such as increase in income levels, rise in
living standards, easy access to consumer finance, increase in consumer
awareness, and introduction of wide range of choice, as many foreign players
were entering in the market. The key trends that impact the Indian Consumer
Durables Industry today are reflected in the diagram.
India being the second largest growing economy with huge consumer class
has resulted in consumer durables as the fastest growing industries in India.
SAMSUNG & LG, the two Korean companies have been maintaining the lead in
the market with Samsung being leader in almost all the categories.
5. SAMSUNG - OVERVIEW
Samsung Group produces around a fifth of South Korea's total exports and its
revenues are larger than many countries' GDP; in 2006, it would have been
the world's 35th-largest economy. In many South Korean industries Samsung
Group enjoys a monopoly position. The company has a powerful influence on
South Korea's economic development, politics, media and culture, and has
been a major driving force behind the "Miracle on the Han River". Many
businesses today use Samsung's international success as a role model.
6. SAMSUNG : HISTORY
With only 30,000 won (about $27 USD), Lee Byung-chull started Samsung on
March 1 in 1938, as a trading company based in Taegu, Korea. The small
company of only 40 employees started as a grocery store, trading and
exporting goods produced in and around the city, like dried Korean fish and
vegetables, as well as its own noodles.
The company grew and soon expanded to Seoul in 1947 but left once the
Korean War broke out. After the war, Lee started a sugar refinery in Busan
that was called Cheil Jedang, before expanding into textiles and building the
(then) largest woolen mill in Korea.
Samsung entered the electronics industry in the 1960's with the formation of
several electronics focused divisions. The initial electronics divisions included
Samsung Electronics Devices, Samsung Electro-Mechanics, Samsung Corning,
and Samsung Semiconductor & Telecommunications. Samsung built their
initial facilities in Suwon, South Korea, in 1970, where they started producing
black and white television sets.
Between 1972 and 1979, Samsung began selling washing machines, changed
to Samsung Petrochemical and then Samsung Heavy Industries, and by 1976,
had sold its 1 millionth B&W television.
1980 to Present:
The mobile phone business was grouped together with Samsung Electronics
which began to invest heavily in research and development throughout the
1980's. During this time Samsung Electronics expanded to Portugal, New
York, Tokyo, England, and Austin, Texas.
In 1987 with the death of Lee Byung-chull, the Samsung group was separated
into four business groups leaving the Samsung Group with electronics,
engineering, construction, and most high-tech products. Retail, food,
chemicals, logistics, entertainment, paper, and telecom were spun out among
the Shinsegae Group, CJ Group, and Hansol Group.
Samsung grew as an international corporation throughout the 1990's. The
construction division of Samsung secured several high-profile construction
projects, including one of the Petronas Towers in Malaysia, Taipei 101 in
Taiwan and the half-mile tall Burj Khalifa Tower in the UAE.
Samsung has also continued to expand in the mobile phone market, becoming
the largest manufacturer of mobile phones in 2012. To remain a dominant
manufacturer, Samsung has earmarked $3-4 billion to upgrade their Austin
Texas semiconductor manufacturing facility.
By 2015, Samsung had more US patents approved than any other company,
being granted over 7,500 utility patents before the end of the year.
In 2009, the company took the position of the world’s biggest IT maker by
surpassing the previous leader Hewlett-Packard. Its sales revenue in the areas
of LCD and LED displays and memory chips is number one in the world.
In the TV segment, Samsung’s market position is dominant. For the four years
since 2006, the company has been in the top spot in terms of the number of
TVs sold, which is expected to continue in 2010 and beyond. In the global LCD
panel market, the company has kept the leading position for eight years in a
row.
With the Galaxy S model mobile phone, Samsung’s Smartphone lineup has
retained the second-best slot in the world market for some time. In
competition to Apple's iPad tablet, Samsung released the Android powered
Samsung Galaxy Table.
In NCR and one in Bangalore. While the Noida R&D Centres develops software
solutions for high-end televisions such as Plasma TVs, LCD TVs and Digital
Media Products, the other Centre is engaged in R&D solutions for product
hardware. The Bangalore R&D Centre works on major projects for Samsung
Electronics in the area of telecom, wireless terminals and infrastructure,
Networking, SoC (System on Chip) Digital Printing and other
multimedia/digital media as well as application software.
Samsung India is the Market leader in product categories like Mobile Phones,
Smart Phones, Panel TVs, Side By Side Refrigerators, Frost Free Refrigerators,
Microwaves and Inverter ACs.
Samsung India has won several awards and recognitions for both its
corporate initiatives as well as its product innovations in Audio Visual, Home
Appliance, IT and Telecom Product categories.
Apart from development of innovative technology, Samsung places great
importance on acting as a responsible corporate citizen in the communities
where it operates. Its CSR programs respond to the social and environmental
needs and seek to give back to communities that support the company. In
2009, Samsung launched the company’s Corporate Social Responsibility
initiative ‘Samsung Hope Project’ with projects in the areas of education,
culture, sports, social welfare and community development. Each programme,
under the Hope Project, uniquely addresses the needs of individual
communities while emphasizing on innovations for development of the
community including education, technology, engineering and IT technical
training.
The Company’s CSR initiatives such as Samsung Smart Class and Samsung
Technical Schools have been recognised by several reputed organisations, and
the Company has won accolades from these projects aimed at giving back to
the society.
8. THE SAMSUNG PHILOSOPHY
Every day, our people bring this philosophy to life. Our leaders search for the
brightest talent from around the world, and give them the resources they need
to be the best at what they do. The result is that all of our products—from
memory chips that help businesses store vital knowledge to mobile phones
that connect people across continents— have the power to enrich lives. And
that’s what making a better global society is all about.
Our Values
As stated in its new motto, Samsung Electronics' vision for the new decade is,
"Inspire the World, Create the Future."
Electronics Industries
Samsung Electro-Mechanics
Samsung SDI
Samsung Corning Precision Materials
Samsung SDS
Samsung Mobile Display
Samsung LED
Chemical Industries
Affiliated Organizations
According to the founder of Samsung Group, the meaning of the Korean hanja
word Samsung is "tristar" or "three stars". The word "three" represents
something "big, numerous and powerful"; the "stars" mean eternity.
Logos
Objective:
1. Primary objective
2. To find the past sale growth and demand analysis
3. Secondary Objective
4. Market structure analysis
5. SWOT analysis
6. Competitor analysis
7. Performance evaluation
Methodology:
2. These documents and data’s are very useful for the theoretical, conceptual
and organizational background analysis.
Samsung has a vast product portfolio and its presence is in several different
product categories. The brand image driver for Samsung are the Samsung
Smartphone’s such as the Samsung note series or the Samsung galaxy series.
Overall, Samsung is present in the following product categories.
Product Line
Advertising
Print and media advertising is one of the core elements of the marketing mix
extensively utilized by Samsung Electronics. The most noteworthy media
advertising campaigns include live commercials for Samsung Galaxy S 3
device on popular Jimmy Kimmel Live show in June 2012 and on Late Night
With Jimmy Fallon on July and August of the same year. Moreover,
partnership with Fox channel in the US to run four 30-second advertising clips
during the National Football League, college football and World Series games
in 2012 have been praised as efficient marketing campaigns.Samsung print
advertising in popular newspapers, magazines and journals have previously
included direct attacks on its major competitors, notably Apple. For example,
a print ad campaign titled ‘It doesn’t take a genius’ is a clever play of words on
Apple’s emphasize on genius branding. The print ad compares major
functionalities of iPhone5 and Galaxy S III and illustrating the superiority of
Samsung’s product on several fronts.
Sales Promotion
Samsung, once known to be the low-quality service provider of all time is now
one of the leading mobile companies of the world. Having said that, we can see
how it all comes down to proper brand positioning and innovation, which
takes a brand to its zenith.
After having its share of booms and slumps, Samsung came up with new ideas
to be more customer-focused and creative in order to establish a strong brand
image in the global market. Rather than making normal or usual handset
devices, they started to produce smartphones to catch up with their
competitors. Their main strategy was to provide the best quality products in
order to meet their customers’ expectation.
Geographic Segmentation
Demographic Segmentation
Benefit Segmentation
When Samsung customers buy their phones the benefit they expect from it is
simple appearance, new and updated features and reasonably priced.
Everyone has heard about the company named Samsung and the reason why
they have heard of it is because of its innovation strategies. Innovation
strategy at Samsung can be described as the way that made them a leading
manufacturer in electronic industry as they keep the competitors at bay. In
the present business environment, businesses of whatever size must face and
defeat challenges which is posed by accelerated globalization and
technological changes. It is not just innovative strategy that matters, but
innovations that embed on themselves some strategies that are truly game
changing.
In the present day, the accomplishment of a business depends not just on the
product quality rather on how efficiently and effectively the value of the
product is presented to the clients at the last part. When it comes to this
aspect, Samsung Company has taken big steps in its development, whether
financially or operationally.
In order to improve the product value of the company, the following are some
of the branding strategy of Samsung that other business owner must kept in
mind:
When it comes to cost efficiency, it was taken care of which the rules adopted
by company were not “cost prohibitive”
Past few years, Samsung Company adopted a lot of measures in order to make
its existence felt worldwide. Some of them include:
1. Sponsoring
One such significant instance was when Samsung sponsored the 1998 Seoul
Olympics. Samsung had made an agreement together with the International
Olympic Association.The business executives anticipated that through
sponsoring special and worldwide events and by means of embracing
different marketing methods as well as investments, the product of value of
the company would be improved. Because of this the value of the product of
the Company escalated by almost 200 percent, obtaining $8.3 billion in 2002
from 3.1 billion dollar in the year 1999. Valued through Interbrand
Incorporation.The different measures obtain by the company didn’t go in
waste because Samsung was listed amidst the topmost products, the product
being evaluated by the Interbrand Incorporation. Among the non Japanese
products, Samsung Company was the only company from Asia.
2. Samsung focusing on its online sales strategy for the Indian market
According to sources within the company, the South Korean smartphone giant
is looking to tap into the booming e-commerce market in India, and the
company has even a separate team at its headquarters to plan online sales
strategy. The company had to face revolt from offline retailers after online
retailers started providing huge discounts and price cuts on Samsung devices.
When asked about the company’s plan to tap into the e-commerce segment,
Rushi Suri, Samsung India Director-Product Marketing Consumer Electronics,
said, “For us the consumer is the key. Where the consumer would want us, we
would be there and would be offering right kind of products at right price. In
case of (consumer) electronics, the clear understanding with the management is
where the consumer would want us, we would be there.”
SWOT ANALYSIS
Strengths
Samsung is the world’s most successful electronics manufacturer. It is
the world’s largest manufacturer of television sets, liquid crystal display
(LCD) panels, mobile phones and smartphones.
Samsung is the world’s number one marketer of mobile phones with
21.4% of the world’s largest market share in the second quarter of 2015.
Apple is number two with 13.9%[2]
Samsung has impressive research and design capabilities. It was able to
create and roll out Samsung Pay, a payment app with similar capabilities
to Apple Pay, in less than a year. Samsung has been able to replicate
many of the capabilities of both Apple Inc.’s phones and Google Inc.’s
Android operating system for mobile devices.
Samsung has strong manufacturing and marketing capabilities.
Samsung has long-standing relationships with retailers in the United
States and Europe that provide a steady sales channel for its products.
Weaknesses
Samsung has not been able to match Apple Inc.’s marketing capabilities
for smartphones. Its share of the U.S. smartphone market fell by 2.3%
between 2014 and 2015. In contrast, Apple’s share price grew by 34.9%.
Some Chinese competitors are catching up to Samsung in the
smartphone market. Between 2014 and 2015 Huawei’s share grew by
48.1%, and Xiaomi’s share grew by 29.4%.
Samsung is heavily dependent upon consumer electronics sales in
markets with limited potential for growth, such as the United States and
Europe, for much of its revenue.
Samsung’s devices use the Google Android open source operating
system. Many consumers seem to view Android as an inferior product to
Apple’s iOS. The public has not been as accepting of Android as the tech
community has.
Some consumers view Apple products as more advanced and dependable
than Samsung products.
Samsung’s marketing efforts are not as sophisticated as Apple’s.
Opportunities
Growing market for smartphones, tablets and other mobile devices,
especially in developing regions such as Africa and India, where
consumers are unfamiliar with PCs. Sales of tablets finally overtook sales
of traditional personal computers in 2015.
Increased demand for tablet and smartphone-based solutions such as
Samsung Pay
New technologies such as wearable tech
Growing middle class in developing world will increase market for
consumer electronics.
Growing online market from sales channels such as Amazon.com
Threats:
Apple has emerged as the dominant smartphone and tablet brand in
some markets, such as the United States. Samsung has not been able to
overcome Apple’s reputation for reliability.
Apple’s reputation for quality, reliability and sophistication seems to be
growing.
The Google Android operating system, which Galaxy devices depend
upon, is not as popular with average people as iOS is.
Declining or stagnating middle-class incomes in North America and the
United States could reduce consumer buying power in those key markets
for Samsung.
Chinese manufacturers such as Huawei and Xiaomi could emerge as
serious rivals to Samsung. These companies’ share of the critical mobile
device market is growing while Samsung’s is falling.
Apple could enter more consumer products areas such as home
appliances and cameras and directly compete with Samsung in those
markets.
Introduction
Porter’s Five Forces methodology is used in this article to analyze the business
strategies of white goods makers like Samsung. This tool is a handy method to
assess how each of the market drivers impact the companies like Samsung
and then based on the analysis, suitable business strategies can be devised.
Further, companies like Samsung are known to study the markets they want
to approach thoroughly and deeply before they make a move and it is in this
perspective that this analysis is undertaken.
Industry Rivalry
This element is especially significant for Samsung as the other White Goods
multinationals like LG, Nokia, and Motorola not to mention Apple are engaged
in fierce competitive rivalry. Indeed, Samsung cannot take its position in the
market for granted as all these and other domestic white goods players
operate in a market where margins are tight and the competition is intense.
Apart from this, Samsung faces the equivalent of the “Cola Wars” (the
legendary fight for dominance between Coke and Pepsi) in emerging markets
like India where Samsung has to contend and compete with a multitude of
players domestic and global. This has made the impact of this dimension
especially strong for Samsung.
Barriers to Entry and Exit
The White Goods industry is characterized by high barriers to entry and low
barriers to exit especially where global conglomerates like Samsung are
concerned. Indeed, it is often very difficult to enter emerging markets because
a host of factors have to be taken into consideration such as setting up the
distribution network and the supply chain. However, global conglomerates
can exit the emerging markets easily as all it takes is to handover and sell the
business to a domestic or a foreign player in the case of declining or falling
sales. This means that Samsung has entered many emerging markets through
a step-by-step approach and has also exited the markets that have been found
to be unprofitable. This is the reason why white goods multinationals like
Samsung often do their due diligence before entering emerging markets.
Power of Buyers
The power of buyers for white goods makers like Samsung is somewhat of a
mixed bag where though the buyers have a multitude of options to choose
from and at the same time have to stick with the product since they cannot
just dump the product, as it is a high value item. Further, the buyers would
have to necessarily approach the companies for after sales service and for
spare parts. Of course, this does not mean that the buyers are at the mercy of
the companies. Far from that, they do have power over the companies, as most
emerging market consumers are known to be finicky when deciding on the
product to buy and explore all the options before reaching a decision. This
means that both the buyers and the companies need each other just like the
suppliers and the companies, as we shall discuss next.
Power of Suppliers
In many markets in which Samsung operates, there are many suppliers who
are willing to offer their services at a discount since the ancillary sectors are
very deep. However, this does not mean that the companies can exert undue
force over the suppliers as once the supply chain is established; it takes a lot
to undo it and build a new supply chain afresh. This is the reason why white
goods makers like Samsung invariably study the markets before setting up
shop and also take the help of consultancies in arriving at their decision.
Threat of Substitutes
This element is indeed high as the markets for white goods are flooded with
many substitutes and given the fact that consumer durables are often longer
term purchases, companies like Samsung have to be careful in deciding on the
appropriate marketing strategy. This is also the reason why many
multinationals like Samsung often adopt differential pricing so as to attract
consumers from across the income pyramid to wean them away from cheaper
substitutes. Further, this element also means that many emerging market
consumers are yet to deepen their dependence on white goods and instead,
prefer to the traditional forms of housework wherein they rely less on gadgets
and appliances. However, this is rapidly changing as more women enter the
workforce in these markets making it necessary for them to use gadgets and
appliances.
Stakeholders
This is an added element for analysis as the increasing concern over social and
environmentally conscious business practices means that companies like
Samsung have to be careful in how they do business as well as project
themselves to the consumers. For instance, white goods makers are known to
decide after due deliberation on everything from choosing their brand
ambassadors to publicizing their CSR (Corporate Social Responsibility)
initiatives.
CHANGES OVER DECADES
On August 24, 2012, nine American jurors ruled that Samsung had to
pay Apple $1.05 billion in damages for violating six of its patents
on smartphone technology. The award was still less than the $2.5 billion
requested by Apple. The decision also ruled that Apple did not violate five
Samsung patents cited in the case. Samsung decried the decision saying that
the move could harm innovation in the sector. It also followed a South Korean
ruling stating that both companies were guilty of infringing on each other's
intellectual property. In first trading after the ruling, Samsung shares on
the Kospi index fell 7.7%, the largest fall since 24 October 2008, to
1,177,000 Korean won. Apple then sought to ban the sales of eight Samsung
phones (Galaxy S 4G, Galaxy S2 AT&T, Galaxy S2 Skyrocket, Galaxy S2 T-
Mobile, Galaxy S2 Epic 4G, Galaxy S Showcase, Droid Charge and Galaxy
Prevail) in the United States which has been denied by the court.
On September 4, 2012, Samsung announced that it plans to examine all of its
Chinese suppliers for possible violations of labour policies. The company said
it will carry out audits of 250 Chinese companies that are its exclusive
suppliers to see if children under the age of 16 are being used in their
factories.
In October 2014, Samsung also announced it would invest 633 billion South
Korean won ($560 million USD) in the construction of a new 700,000 square
metre production complex in Vietnam.
Samsung plans to launch a new set of services beginning early 2015. The goal
of this new suite of business offerings, dubbed Samsung 360 Services, is to
become a help desk of sorts for businesses IT departments. The customizable
services range from technical support to security solutions for having a
Samsung employee embedded in a client's business as an on-site support
manager or technology consultant.
On December 2, 2014, Samsung announced it will sell Fiber Optics to U.S.
speciality glass manufacturer Corning Inc.
In 2015, Samsung has been granted more U.S. patents than any other company
- including IBM, Google, Sony, Microsoft and Apple. The company received
7,679 utility patents through Dec. 11.
FINDINGS
Following Are The Findings Of the Study On The Topic MARKETING STRATEGIES
OF SAMSUNG
With the passage of time use of sophisticated software tools- ERP, Trend Data,
Qualitative field inputs will increase and as a result forecasting would be
better.
One major finding is that, while branding differentiates the image of the
product, the distribution will determine its success to a large extent.
Rural markets would be the cornerstones of all MARKETING strategies in the
near future and this difficult markets will only be cracked by companies that
form partnerships across their value and supply chains.
SAMSUNG companies are now realising that change will come faster and
harsher than ever before, so why not change before change is thrust upon.
Therefore, Distribution has suddenly emerged from the background of the
business to the very forefront.
Last but definitely not the least with all attention now being centred on Supply
chain and logistics specifically in marketing sector, this could well turn out to
be the business to be in.
SUGGESTION
Samsung India ltd. Is a leading Electronic company in India and from last five
consecutive years has shown accelerated growth in electronic portfolio.
Customers in India are also spending more in electronics as their standard of
living is growing. Samsung has placed itself successfully in the position of
market leader in electronic products. Though there was some downfall in
sales and profit of the company in the beginning of this decade but after that
Samsung has shown considerable rise in both sales and profit. The future of
the company is also looking bright as electronic market in India is still
expanding and so we can safely conclude that Samsung will be able to secure
its number one position in electronic product.
Samsung has also started project , that has provided it direct reach to rural
market. This may be considered a revolutionary step since the urban market
is reaching its saturation level and there is a huge scope exploring rural
market. This will also be helpful not only increasing its market share but also
fight competition
BIBLIOGRAPHY
In order to make this project we have taken the help of the following websites
& books:
www.wikipedia.com
Google search
www.samsung.co.in
www.scribd.com