CHAPTER I

1.1 INTRODUCTION

Communication is one of the gifts of man. It acts as a repository of wisdom, a

propeller for the advancement of knowledge and a telescope to view the vision of the

future. Communication is lifeblood of business. No means of communication has

revolutionized the daily lives of ordinary people more than the telephone. It is a system

which converts sound specifically the human voice, to electrical impulses of various

frequencies and then back to tone that sounds like the original voice. In 1831,

Englishman Micheal feraday (1791-1867) proved that vibrations of metal could be

converted to electrical impulses. This was the technological basis of the telephone, but

no one actually used this system to transmit sound until 1861. In that year, Johann Philip

Reis (1834-1874) in Germany is said to have a built a simple apparatus that changed

sound to electricity and back again to sound. A crude device, it was incapable of

transmitting most frequencies, and it was never fully developed.

A practical telephone was actually invented independently by two men working in

the United States. Elisha Gray (18/35-1910) and Scottish-born Alexander Graham Bell

(1847-1922). Incredibly, both men filled for a patent on their designs at the New York

patent office on February 14, 1876, with bell beating Gray by only two hours! Although

Gray had built the first steel diphrasm / electromagnet receiver in 1874, he wasn’t able to

1
Master the design of a workable transmitter until after Bell had worked tirelessly,

experimenting with various types of mechanisms, while Gray had become discouraged.

The first fully intelligible telephone call occurred on March 6, 1876, when Bell in one

room, called to his assistant in another room. “Come here, Watson, I want you”.

The first telephone system, known as an exchange, which is a practical means of

communicating between many people who have telephones, was installed in hart for,

conneetu cut in 1877, and the first ex-change linking two major cities was established

between New York and Boston in 1883. The first exchange outside the United States was

built in London in 1879. The exchange involved a group of operators working at a large

switchboard. The operators would answer an incoming telephone call and connect it

manually to the party being called. The first automatic telephone exchange was patented

by Almon Stronger of Kausas city in 1891, but manual switch boards remained in

common was until the middle of the twentieth century.

William Gray of Hartford patented the coin operated pay telephone in 1889. The

first rotary dial phone was developed in 1923 by Antoine Bar nay in France. The mobile

telephone was invented by Bell Telephone Company and introduced into New York City

police cars in 1924. Watson heard the request through a receiver connected to the

transmitter that Bell had designed, and what followed after that is a history of the

founding of the Bell Telephone Company in the world. The Company Laboratories

began testing a mobile telephone system based on hexagonal geographical regions called

cells. As the caller’s vehicle passed from one cell to another, an automatic switching
system would transfer the telephone call to another cell without interruption. The

cellular telephone system began worldwide usage in the United States in 1981.

The telephone was the beginning of a revolution in communications and commerce.

The early office phone was a black, rotary-dial desk model, the model 500 series

introduced by Bell Telephone Labs in 1949. Graham Bell is applied for patent right in

Feb. 14, 1876. But US Government issued patent No.174,465 on 7 th March l876. The

Bell Telephone Company’s existence in 1877, only six telephones were sold during the

first month, after sixteen months old, there were 778 telephones in use. In the year 1891,

there were five million phones in America. During the depths of the depression,

telephones in use fell from 16 to 13 per 100 populations and by the late 1970’s the

number had sur passed 75 per 100 populations. In 1878, Rutherford B. Hayes was the

first US president to have a telephone in the white house. And to whom did the

commander-in-chief place his first call? Alexander Graham Bell, of course, who was

waiting for the call some 13 miles away from the white house. The president’s first

words were said to have been “please speak more slowly” the end of the king of

communication world. Bell died on 4th August 1922 millions of phones went dead. In

Bell’s honor, all phones served by the Bell system in the USA and Canada went silent for

one minute.

Digital wireless and cellular roots go back to the 1940s when commercial mobile

telephone began. Compared with the furies pace of development today, it may seem old

that mobile wireless hasn’t progressed further in the last 60 years. There were many

reasons for this delay but the most important ones were technology, cautiousness, and
federal regulations. At ST produced had to work reliably with the rest of their network

and it had to make economic sense, something not possible for them with few customers

permitted by the limited frequencies available at the time. The cellular radio is deploying

that technology in America by perhaps 10 years.

In April 3, 1972 a man came out of the Hilton Hotel in Manhatan and started

walking the sidewalk. He stopped raised his hand with some strange “brick” in it, put it

to the ear and started talking with it. This was the beginning of mobile phone history

more than 30 years ago. The heroes of that memorable date are still alive. Motorola’s

project manager Martin Cooper, who was 34 that day, made the first public cell on

mobile phone. And that strange brick was the first mobile phone Motorola DynaTAC,

which also was called, ‘the shoe” because of its design. M. Cooper arrived in New York

to introduce the new phone. Bell Labs created cellular technology in 1947. After

creating the first mobile phone, Motorola tried to overtake its main rival AT ST. In 1972

FCC gave AT ST license to control radio frequency that is used by car phones. In the end

of 1960’ AT ST started car phone service, which had about 50,000 users after a few

years.

The last few years technology is changing so fast that strictly speaking ought to

change the entire system offer every three years to maintain the challenge of

compositeness in the telecom market. The commencement of the telecommunication

department in India is 1853. In the initial stage the communication was sending through

the single live as telegrams. Morse code method was used to operate the telegraphic

systems. In 1882, the telephone exchanges were opened at Bombay, Calcutta and
Madras. The subscribers were connected through the trunk overhead lines, which

connect the distant places. As a labour development manual exchange were replaced by

small automatic exchanges in which subscribers can call the required local subscribers

without the help of operator using the dial telephones.

Cell Phone

The first mobile telephone services started as early in 1946 in St. Louis, Missouri,

and USA. It was a manually operated service with restricted service area for only a few

lucky subscribers. The cost of the mobile terminals was also very high. In the year 1950

to1970 mobile phones evolved to be automatic with decreased cost due to introduction of

semiconductor technology. The situation stands easier to purchase a cell phone.

During 1970’s Bell Lab introduced a concept if cellular coverage. It facilitates

simultaneous reuse of same frequencies at different geographical locations thereby

increasing the number of subscribers. First cellular mobile system Advanced Mobile

Phone Service (AMPS) became a reality in US in 1979. Then a number of analog cellular

such as Nordic Mobile Telephone (NMT) and Total Access System were introduced in

1980’s. These systems characterized by analog transmission and based on cellular

principle these are known as First Generation (IG) systems.

In the year 1990s many digital mobile standards such as GSM, DAMPS, and

CDMA were introduced in different parts of the country. These are known as second

Generation Systems (2G). In the present context, all around the world, various 2G
cellular mobile systems are deployed. These systems are characterized by Digital

Transmission and have slow speed data capabilities described as breaking the digital

barrier as the data could be transported for the first time. These systems are not

comparable with each other and hence seamless global roaming across different

networks is not possible today. This had led to deliberations on this issue and a global

standard, International Mobile Telecommunication-2000 (IMT-2000) is proposed which

small encapsulate all the existing networks and different access technologies to provide

anytime and anywhere type of communication in very near future. The next generation

of cellular mobile radios (3G) will allow more and more useful services under the

common umbrella in ITU’S International Mobile Telecommunication IMT-2000

standards.

These networks will offer enhanced quality of service, high-resolution video and

multimedia services on the move, such as video conferencing, virtual banking, home

shopping, online entertainment and Internet access. In other words, our reach would

broader to shrink the world into a Global Village.

A decade after deregulation shook the world’s telephone companies, and three

years into the worst down turn the telecom industry has ever seen, the tumult is for form

letting up from Seattle to Singapore, the big telephone companies that once dominated

the business are batting new competitors, sharply declining prices for conventional voice

calls, and relentless movement towards wireless calling. Just as bad, young, people are

drifting to other forms of communications, such as e-mail, on-line chart, and mobile

phone messaging instead of the good old phone. “There is a tremendous shift taking

place”, says Rudi Limpest, who heads the mobile equipment business of electronics giant
 Siemens. There is no doubt the old order is crumbling. Although the total number of

fixed phone lines in the world is still creeping up, wireless is growing six times as fast.

The year’s figures London telecom researcher Ovum Ltd., the number of mobile

subscribers will exceed fixed lines for the first time. Wireless carriers now take home

nearly half of global voice revenues up from 9% a decade ago. In Finland, an estimated

25% of households are now mobile only. Even worse for fixed line operators, the

amount of money they take in form each line was fallen by one third in 1997.

Samsung Mobiles

Samsung Electronics (Mobile Division) operates in one of the most

competitive markets of the world. According to the US Federal Communication Commission 67

new Smartphone devices are introduced every year. Samsung traditionally had a conservative

image that focused on low-price products for the economy segment of the market. With low prices

it was able to compete in the economy segment whereas in the premium market it had lesser

penetration. To penetrate the premium market Samsung had to focus on innovation perceiving a

higher brand value. Samsung now has mobile phones catering to all the segments of the market. It

has positioned itself as a brand which reflects the user’s lifestyle. With the introduction of

Samsung Concept Store, creating the market and sub segments in small town, and developing a

Wider Care Network, Samsung has branded itself as a synonym for quality and has created a

unique brand image for itself as a high-end value driven brand.

Entry to India

The advent of Samsung with its first mobile in India was in the year 2004. In 2008, Samsung
Electronics’ Telecommunication Business declared its new business strategy focusing on

consumer and marketing. Samsung mobile phones are divided into 6 major categories – Style,

Infotainment, Multimedia, Connected, Essential and Business.

Initial Stage (1977–1993)

In 1977 Samsung Electronics launched the Telecommunication

Network, and in 1983 it initiated its mobile telecommunications business with the hope that this

would become the company’s future growth engine. In 1986, Samsung was able to release its first

built-in car phone, the SC-100, but it was a failure due to the poor quality. In spite of unsuccessful

result Ki Tae Lee, the then-head of the Wireless Development Team, decided to stay in the mobile

business. He asked the company to buy ten Motorola mobile phones for benchmarking. After 2

years of R&D Samsung developed its first mobile phone (or “hand phone” in Korea), the SH-100

in 1988 (Wikipedia, 2013). It was the first mobile phone to be designed and manufactured in

Korea. But the perception of mobile devices was very low and although Samsung introduced new

models every year, each model sold only one or two thousand units.

Future plan:

• Samsung plans to create an aspirational digital lifestyle for the average Indian consumer with the

introduction of innovative digital products, that represent the absolute high end of technology and design.
• The company also plans to revolutionise retail in the country by launching a massive retail roll-out of its

exclusive outlets - Digital World, Digitall and Digitall Plaza. The company believes

that with an increasing footprint of Samsung Digitall Worlds and Samsung Digitall Homes, Indian consumers

today can experience the finest in technology in a world class environment.

• The company also plans to set up 600 technology retail counters to bring technology closer to the consumers,

allowing them to touch, feel and experience the same

• Samsung is also investing in setting up the Samsung Marketing Academy to train sales personnel to engage in

lifestyle selling. The emphasis is clearly on providing customers a richer and more informed buying experience.
1.2 STATEMENT OF THE PROBLEM

Cellular phones have become one of the most popular technological advances over

the last decade. In many people’s eyes, cell phones have shifted from being a social

nuisance to being a necessity in their pockets. More and more people are buying cell

phones due to the many advantages in which they provide. One of the biggest advantages

of cell phones is that they are very convenient. They can clip a cell phone to the belt or

carry in the pocket or purse. It can call anyone from almost anywhere around the country

without paying high long distance rates. With the new cell phones, they can use wireless

Internet browsers to stay in touch with the latest news and information; many new cell

phones are going to digital service therefore allowing better reception and the option to

e-mail people directly from your phone. Digital phones offer a better quality of sound

over analog. Digital phones have a longer battery life than analog phones. Another good

thing about digital phones is those want to have a deal with intercepting other people’s

conversations.

However, there are some disadvantages to cell phones as well. There are certain

service areas that don’t get very good reception due to the landscape and environment.

For example, the reception usually isn’t very good when you are driving down a big hill

or next to a large grove of trees. There is research being done on the idea that cell phone

use could because to cancer. No research has proven this yet, but it is still being looked

into. Another disadvantage of cell phones is that they can responsible for causing many

automobile accidents. A driver’s reaction time and concentration are seriously reduced

by cell phone use. Not just reaching for them or dialing on them, but also talking on
them while driving is hazardous to everyone on the road. Some drivers don’t pay enough

attention to their driving while on their phone. They end up getting into an accident and

either hurting or possibly even killing someone because of it. The number of accidents

due to cell phones is sharply increasing.

The mobile industry is facing a stiff competition with the frequent entry of new

competition. All companies introducing novel products with different features and

models in different prices slabs under their own brand name.

Although many models are introduced by the same company interested to know

1. Why peoples are highly influences to purchase Samsung.

2. What satisfactory levels are introduced by the company to satisfy their

customer?

3. What are the problems faced by the customer while using Samsung.

In the view of the above researcher has an attempt to study the satisfaction of customers

towards Samsung mobile.

1.3 OBJECTIVES OF THE STUDY

1. To study about the History of Chengalpattu District.

2. To know about the Profile of Samsung Mobile.

3. To analyze the level of satisfaction towards Samsung Mobile.

4. To observe the opinion of the customer about the Price, Compatibility, Social

influence and purchase influence of Samsung mobile.

5. To provide the finding & suggestion about the Samsung Mobile.

1.4 SIGNIFICANCE OF THE STUDY

The following are the importance of the study.

1. The study was conducted in Chengalpattu town .

2. It was only an attempt to study the operational efficiency of various service

providers in the study area.

3. It is based on the sample of 100 mobile phone users.

 1.5 REVIEW OF LITERATURE

Selvaraj and MalathiGanesan in their article concluded that the existing

customers are satisfied with the cellular service and is having good prospective

customers for cellular services. By creating more awareness, better coverage,

connectivity and new schemes the prospects for cellular service can be generated. The

researchers concluded, “A bird without wings cannot fly likewise, a man without cell can

dwell in future”.

Francis and Nutan, Put their study objectives as to determine the factors that

cause for purchase of prepaid or postpaid to determine the factors that govern the

migration from prepaid to postpaid, to determine the usage behaviour after migration and

to determine the factors that govern the reverse migration from postpaid to prepaid.

Chitra in her research findings Concluded that ISDN is the latest technological

development installed for the following purposes.

 ISDN is a powerful tool for providing different services, voice, data and image

using the existing telephone network.

 It is a logical extension of Digitallation of the network and provides end-to-end

digital connectivity.

 In ISDN subscriber can establish two simultaneous independent calls on the

existing pair of telephone line and two calls can be of any type viz., speech, data

or image.

 The line condition is continuously monitored so that any fault in the line is

immediately detected.
  ISDN supports a whole new set of additional facilities called supplementary

various.

Nagarajan1 in his study analysis that the consumers continue to purchase the

Same brand of the product because they are highly convinced about its good quality,

conviction arises mainly due to previous experience from the use of the product.

Jasmine Thangamani in her research concluded, “it is ascertained that the

consumer is the king of the market and he should be educated properly. To be successful

in the modern competitive business field, marketers should have through knowledge on

consumer behaviour. For this concentration should be made on marketing research.”

Murugesan in his research analysis explains that India is sprawling, subcontinent

with an area, 3.29 million kilometers with a population of more than 1000 million. Each

manufacturer is trying to establish a brand image for his brand. This is possible only

when consumer behaviour is carefully studied in the different parts of the country.

The Indian telecom growth has become a benchmark for other infrastructure

sectors in India, which are attempting to replicate the telecom success story. In between

July 2003-04, the cumulative position of the number of phones changed from 61.1

million to 82.95 million phones, recording an impressive growth of 35.76 percent. The

gross subscriber base consisting of fixed as well as mobile telephones reached 86.79

million at the end of September 2004, translating into an overall tele density of 8.10.

However, despite rapid growth in the past decade, India falls short of universal access by

most measures. This is evident in the wide disparities in the rural and urban direct

exchange lines (DELs). As on June 30, 2004, the total urban DELs were 31.18 million
and rural DELs including Village Public Telephones (VPTs) were 12.32 million.

Crudely, this means that 30 percent of the population had a little more than 70 percent of

the phones and 70 percent of the population had less than 30 percent of the phones.

While a conducive regulatory and policy environment can improve network

expansion, it is well recognized that rural telephony and extending telephony to the poor

is necessarily prone to market failure. If the market fails on account of network

externalities then there is a case to intervene in the market to serve these specific groups

of people who have a low willingness to pay. Provision of rural telephones and their

maintenance is expensive. The terrain is tough, demand low, ability to pay limited and

revenues generated often abysmally low. Consequently, the service has almost always

needed to be subsidized, though experts believe that much of rural communications can

be viable in a conducive regulatory environment. For instance, in the Indian case the

following “market access gaps” still exist (a) entry into the telecom market has been

made difficult for small players who may be willing to serve the rural areas but on

account of high license fees are not able to do so; (b) the anti-competitive practices of the

incumbent have put the other competitors at a disadvantage and ironically ADC is one of

them (c) the tax policy of the government in telecom inhibits growth; and (d) Lack of

clarity on Infrastructure sharing.

According to the New York Times, using cell phones while driving has been

banned in some states and countries. There are some laws being researched that would

force people to pull over to talk on their cell phones. Cell phone companies are coming

up with possible ways to curb this problem. They are making a hands free device so that

people don’t need to hold their cell phone while driving. They simply have to talk into

the area of the device. Some people say that this solution isn’t enough.
 Every business success depends on the customers and the relationship the

company has with them. Customer’s needs and ideas have to kept in mind when the

companies or making the product service. The authors explain why the customer is the

right starting place to build a successful business form.

According to Gill, IT growth in India has started with major initiatives from

government side then spread into other areas. He discusses three reasons why the

divergence of technology from other developed nations.

1. The variety of functions that the government has to perform.

2. The population and the government procedures to reach public.

3. The digital divide.

 CHAPTER II

PROFILE OF SAMSUNG SMARTPHONE

3.1 INTRODUCTION

In 1999, the Japanese firm NTT DoCoMo released the first Smartphone’s to

achieve mass adoption within a country. Smart phones became widespread in the late

2000s. Most of those produced from 2012 onward have high-speed mobile broadband

4GLTE, Motion sensors, and Mobile payment features. In the third quarter of 2012, one

billion Smartphone were in use worldwide. Global Smartphone sales surpassed the sales

figures for regular cell phones in early 2013.

3.2 SMARTPHONE

A Smartphone is a mobile phone (also known as cell phones or mobiles) with an

advanced mobile operating system that combines features of a personal computer

operating system with other features useful for mobile or handheld use. Smartphone’s,

which are pocket-sized, typically combine the features of a mobile phone, such as the

abilities to place and receive voice calls and create and receive text messages, with those

of other popular digital mobile devices like Personal Digital Assistants (PDAs), such as

an event calendar, Media player, Video games, GPS Navigation, Digital camera and

Digital video camera. Smartphone’s can access the Internet and can run a variety of

third-party software components ("apps" from places like Google Play Store or Apple

App Store). They typically have a Color display with a Graphical user interface that
Covers more than 76% of the front surface. The display is almost always a touch screen

and sometimes additionally a touch-enabled keyboard like the Passport Blackberry,

which enables the user to use a Virtual keyboard to type words and numbers and press on

screen icons to activate "app" features.

3.3 HISTORY

3.3.1 Early years

Devices that combined telephony and computing were first conceptualized by

Nikola Tesla in 1909 and Theodore Paraskevakos in 1971 and patented in 1974, and

were offered for sale beginning in 1993. Paraskevakos was the first to introduce the

concepts of intelligence, data processing and visual display screens into telephones. In

1971, while he was working with Boeing in Huntsville, Alabama, Paraskevakos

demonstrated a transmitter and receiver that provided additional ways to communicate

with remote equipment; however it did not yet have general purpose PDA applications in

a wireless device typical of Smartphone’s. They were installed at Peoples' Telephone

Company in Leesburg, Alabama and were demonstrated to several telephone companies.

The original and historic working models are still in the possession of Paraskevakos.
3.3.2 Forerunner

The first mobile phone to incorporate PDA features was a prototype developed

by Frank Canova in 1992 while at IBM and demonstrated that year at the COMDEX

computer industry trade show. It included PDA features and other visionary mobile

applications such as maps, stock reports and news. A refined version was marketed to

consumers in 1994 by BellSouth under the name Simon Personal Communicator. The

Simon was the first commercially available device that could be properly referred to as a

“Smartphone”, although it was not called that in 1994. In addition to placing and

receiving cellular calls, Simon could send and receive faxes and Emails included an

address book, calendar, appointment scheduler, calculator, world time clock and notepad,

utilizing its touch screen display. The term “smart phone” appeared in print as early as

1995, describing AT&T’s Phone Writer Communicator.

3.3.3 PDAs

In the mid-late 1990s, many mobile phone users carried a separate dedicated

PDA device, running early versions of operating systems such as Palm OS, Blackberry

OS or Windows CE/Pocket PC. These operating systems would later evolve into mobile

operating systems. In March 1996, Hewlett-Packard released the OmniGo 700LX, a

modified HP 200LX palmtop PC that supported a Nokia 2110 phone with ROM-based

software to support it. It had a 640×200 resolution CGA compatible four-shade gray-

scale LCD screen and could be used to place and receive calls, and to create and receive

text messages, emails and faxes. It was also 100% DOS 5.0 compatible, allowing it to

run thousands of existing software titles, including early versions of Windows.

In August 1996, Nokia released the Nokia 9000 Communicator, a digital cellular

phone based on the Nokia 2110 with an integrated PDA based on the Pen/GEOS 3.0
operating system from Geoworks. The two components were attached by a hinge in what

became known as a clamshell design, with the display above and a physical QWERTY

keyboard below. The PDA provided e-mail; calendar, address book, calculator and

notebook applications; text-based Web browsing; and could send and receive faxes.

When closed, the device could be used as a digital cellular phone. In June 1999

Qualcomm released the "pdQ Smartphone", a CDMA digital PCS Smartphone with an

integrated Palm PDA and Internet connectivity.

Subsequent landmark devices included:

The Ericsson R380 (2000) by Ericsson Mobile Communications. The first device

marketed as a "Smartphone", it combined the functions of a mobile phone and PDA, and

supported limited Web browsing with a Resistive touch screen utilizing a stylus.

The Kyocera 6035 (early 2001) introduced by Palm, Inc. Combining a PDA with

a mobile phone, it operated on the Verizon network, and supported limited Web

browsing.

Handspring’s Treo 180 (2002), the first Smartphone to combine the Palm OS and

a GSM phone with telephony, SMS messaging and Internet access fully integrated into

the OS.

Smartphone’s before present-day Android-, iOS- and BlackBerry-based phones

typically used the Symbian operating system. Originally developed by Psion, it was the

world's most widely used Smartphone operating system until the last quarter of 2010.

3.3.4 Mass adoption

In 1999, the Japanese firm NTT DoCoMo released the first Smartphone’s to

achieve mass adoption within a country. These phones ran on I-mode, which provided
data transmission speeds up to 9.6 kbs/s. Unlike future generations of wireless services,

NTT DoCoMo I-mode used HTML, a language which restricted some aspects of

traditional HTML in favor of increasing data speed for the devices. Limited

functionality, small screens and limited bandwidth allowed for phones to use the slower

data speeds available. The rise of i-mode helped NTT DoCoMo accumulate an estimated

40 million subscribers by the end of 2001. It was also ranked first in market

capitalization in Japan and second globally. This power would wane in the face of the

rise of 3G and new phones with advanced wireless network capabilities. Outside Japan

Smartphone’s were still rare until the introduction of the Danger Hip top in 2002, which

saw moderate success in the US as the T-Mobile Sidekick. Later, in the mid-2000s,

devices based on Microsoft's Windows Mobile started to gain popularity among business

users in the U.S. The BlackBerry later gained mass adoption in the U.S., and American

users popularized the term "BrackBerry" in 2006 due to its addictive nature. The

company first released its GSM BlackBerry 6210, BlackBerry 6220, and BlackBerry

6230 devices in 2003.

3.3.5 Operating systems

Symbian was the most popular Smartphone OS in Europe during the middle to

late 2000s. Initially, Nokia's Symbian devices were focused on business, similar to

Windows Mobile and BlackBerry devices at the time. From 2006 onwards, Nokia started

producing entertainment-focused Smartphone’s, popularized by the Nseries. In Asia,

with the exception of Japan, the trend was similar to that of Europe. ] In 2003, Motorola

launched the first Smartphone to use Linux, the A760 handset. While the initial release
was limited to a single high-end handset only available in the Asia-Pacific region, the

maker's intention was to eventually use Linux on most of its handsets, including the

lower-end models. Further models to use Linux such as the Motorola Ming A1200i in

2005 and several successors to the Ming line would be unveiled through 2010. In late

2009, Motorola released the Motorola Clip, the first of Motorola's Smartphone’s to run

the Linux-based Android operating system.

In early 2007, Apple Inc introduced the IPhone, one of the first Smartphone’s to

use a multi-touch interface. The IPhone was notable for its use of a large touch screen for

direct finger input as its main means of interaction, instead of a stylus, keyboard, or

keypad typical for Smartphone’s at the time. In October 2008, the first phone to use

Android called the HTC Dream (also known as the T-Mobile G1) was released. Android

is an open-source platform founded by Andy Rubin and now owned by Google.

Although Android's adoption was relatively slow at first, it started to gain widespread

popularity in 2010, and in early 2012 dominated the Smartphone market share

worldwide, which continues to this day.

These new platforms led to the decline of earlier ones. Microsoft, for instance,

started a new OS from scratch, called Windows Phone. Nokia abandoned Symbian and

partnered with Microsoft to use Windows Phone on its Smartphone’s. Windows Phone

then became the third-most-popular OS. Palm's webOS was bought by Hewlett-Packard

and later sold to LG Electronics for use on LG Smart TVs. BlackBerry Limited, formerly

known as Research In Motion, also made a new platform based on QNX, BlackBerry 10,

which was later discontinued. The capacitive touch screen also changed Smartphone

from factors. Before 2007, it was common for devices to have a physical numeric keypad
or physical QWERTY keyboard in either a candy bar or sliding form factor. However,

by mid 2010s, almost all Smartphone’s were touch screen phones.

3.3.6 Technological developments in the 2010s

In 2013, Fairphone launched its first "socially ethical" Smartphone at the London

Design Festival to address concerns regarding the sourcing of materials in the

manufacturing. In late 2013, QSAlpha commenced production of a Smartphone designed

entirely around security, encryption and identity protection. Some companies began to

release Smartphone’s incorporating flexible displays to create curved form factors, such

as the Samsung Galaxy Round and LG G Flex.

In October 2013, Motorola Mobility announced project Ara, a concept for a

modular Smartphone platform that would allow users to customize and upgrade their

phones with add-on modules that attached magnetically to a frame. Ara was retained by

Google following its sale of Motorola Mobility to Lenovo, but was shelved in 2016. That

year, LG and Motorola both unveiled Smartphone’s featuring a limited form of

modularity for accessories; the LG G5 allowed accessories to be installed via the

removal of its battery compartment, while the Moto Z utilizes accessories attached

magnetically to the rear of the device.

By 2014, 1440p displays began to appear on high-end Smartphone. In 2015, Sony

released the Xperia Z5 Premium, featuring a 4K resolution display, although only images

and videos could actually be rendered at that resolution. Microsoft, expanding upon the

concept of Motorola's short-lived "WebTop", unveiled functionality for its Windows 10

operating system for phones that allows supported devices to be docked for use with a

PC-styled desktop environment. Other major technologies began to trend in 2016,

including a focus on virtual reality and augmented reality experiences catered towards

Smartphone’s, the newly introduced USB-C connector, and improving LTE

technologies.

3.3.7 Future possible developments

Foldable OLED Smartphone have been anticipated for years but have failed to

materialize because of the relatively high failure rate when producing these screens. As

well, creating a battery that can be folded is another hurdle.

3.4 HARDWARE

3.4.1 Display

One of the main characteristics of Smartphone is their screen. It usually fills most

of the phone's front surface (about 70%); screen size usually defines the size of a

Smartphone. Many have an aspect ratio of 16:9; some are 4:3 or other ratios. They are

measured in diagonal inches, starting from 2.45 inches. Phones with screens larger than

5.2 inches are often called "phablets". Smartphone’s with screens over 4.5 inches

commonly are shifted while using a single hand, since most thumbs cannot reach the

entire screen surface, or used in place with both hands. Liquid-crystal displays are the

most common; others are IPS, LED, OLED, AMOLED and E Ink displays. In the 2010s,

Braille screens, which can be used by visually impaired people, are being developed. It is

expected that Braille screens will use some type of micro fluidics technology. In

addition, some displays are integrated with pressure sensitive digitizers such as those

developed by Wacom and Samsung. These digitizers allow users to have greater

precision when utilizing touch-screens for drawing or for jotting down notes.
3.4.2 Accessories

As with cell phones, a range of accessories are sold for Smartphone’s, including

cases, screen protectors, power charging cables, add-on batteries, headphones, combined

headphone-microphones which allow a person to use the phone without holding it to the

ear, and Bluetooth-enabled powered speakers that enable users to listen to media files

from their Smartphone’s wirelessly. Cases range from relatively inexpensive rubber or

soft plastic cases which provide moderate protection from bumps and good protection

from scratches to more expensive, heavy-duty cases that combine rubber padding with a

hard outer shell. Some cases have a "book"-like form, with a cover that the user opens to

use the device; when the cover is closed, it protects the screen. Some "book"-like cases

have additional pockets for credit cards, thus enabling people to use them as wallets.

Accessories include products sold by the manufacturer of the Smartphone and

compatible products made by other manufacturers.

3.5 SOFTWARE

3.5.1 Mobile operating systems

3.5.1.1 Android

Android is a mobile operating system developed by Google, and backed by an

industry consortium known as the Open Handset Alliance. It is an open source platform

with optional proprietary components, including a suite of flagship software for Google

service, and the application and content storefront Google play. Android was officially

introduced via the release of its inaugural device, the HTC Dream (T-Mobile G1) on 20

October 2008. As an open source product, Android has also been the subject of third-

party development. Development groups have used the Android source code to develop

and distribute their own modified versions of the operating system, such as

CyanogenMod, to add features to the OS and provide newer versions of Android to

devices that no longer receive official updates from their vendor. Forked versions of

Android have also been adopted by other vendors, such as Amazon.com, who used its

"Fire OS" on a range of tablets and the Fire Phones. As it is a non-proprietary platform

that has shipped on devices covering a wide range of market segments, Android has seen

significant adoption. Gartner Research estimated that 325 million Android Smartphone’s

were sold during the fourth quarter of 2015, leading all other platforms. Samsung

Electronics, who produces Android devices, was also the top Smartphone vendor across

all platforms in the same period of time. Android is the top-selling Smartphone OS in

2016.
3.5.1.2 IOS

iOS is a proprietary mobile operating system developed by Apple Inc. primarily

for its IPhone product line. The IPhone was first unveiled in January 2007. The device

introduced numerous design concepts that have been adopted by modern Smartphone

platforms, such as the use of multi-touch gestures for navigation, eschewing physical

controls such as physical keyboard in favor of those rendered by the operating system

itself on its touch screen (including the keyboard), and the use of skeumorphism—

making features and controls within the user interface resemble real-world objects and

concepts in order to improve their usability. In 2008, Apple introduced the App Store, a

centralized storefront for purchasing new software for IPhone devices. iOS can also

integrate with Apple's desktop music program iTunes to sync media to a personal

computer. The dependency on a PC was removed with the introduction of iCloud on later

versions of iOS, which provides synchronization of user data via internet servers

between multiple devices. The IPhone line's early dominance was credited with

reshaping the Smartphone industry, and helping make Apple one of the world's most

valuable publicly traded companies by 2011. However, the IPhone and iOS have

generally been in second place in worldwide market share.

3.5.1.3 Windows 10 Mobile

Windows 10 Mobile (formerly known as Windows Phone) is from Microsoft. It

is closed source and proprietary. It has the third largest installed base on Smartphone’s

behind Android and iOS.

Unveiled on February 15, 2010, Windows Phone includes a user interface

inspired by Microsoft's Metro Design Language. It is integrated with Microsoft services

such as One Drive and Office, Xbox Music, Xbox Video, Xbox Live games and BING,

but also integrates with many other non-Microsoft services such as Facebook and Google

Accounts. Windows Phone devices are made primarily by Microsoft Mobile/Nokia, and

also by HTC and Samsung.

In January 2015, Microsoft announced that its Windows Phone brand will be

phased out and replaced with Windows 10 Mobile, bringing tighter integration and

unification with its PC counterpart Windows 10, and provides a platform for

Smartphone’s and tablets with screen sizes under 8 inches.

Windows Mobile Smartphone series has had poor adoption, that also led to a

decrease in third-party applications, and some vendors ended their support for Windows

Mobile altogether. As of 2016, Windows 10 Mobile global market share dropped below

0.6%.
3.5.1.4 Tizen

Tizen is a Linux-based operating system for devices, including Smartphone’s,

tablets, in-vehicle infotainment (IVI) devices, smart TVs, laptops and smart cameras.

Tizen is a project within the Linux Foundation and is governed by a Technical Steering

Group (TSG) composed of Samsung and Intel among others. In April 2014, Samsung

released the Samsung Gear 2 and the Gear 2 Neo, running Tizen. The Samsung Z1 is the

first Smartphone produced by Samsung that runs Tizen; it was released in the Indian

market on January 14, 2015.

3.5.1.5 Sailfish OS

The Sailfish OS is based on the Linux kernel and Mer. Additionally Sailfish OS

includes a partially or completely proprietary multi-tasking user interface programmed

by Jolla. These user interfaces differentiate Jolla Smartphone’s from others. Sailfish OS

is intended to be a system made by many of the MeeGo team, which left Nokia to form

Jolla, utilizing funding from Nokia's "Bridge" program which helps establish and support

start-up companies formed by ex-Nokia employees.

3.6 DISCONTINUED OPERATING SYSTEMS

3.6.1 BlackBerry 10

In early 2010s, BlackBerry Limited started making new devices on a new

platform named " BlackBerry 10", which is based on their BlackBerry Tablet OS, to

replace the BlackBerry OS. While the company has started to release Smartphone based

on the Android operating system in 2015, with the BlackBerry Priv, they claim there

would be no new devices with BB10 and they would still support the OS.

3.6.2 BlackBerry OS

In 1999, RIM released its first BlackBerry devices, providing secure real-time

push-email communications on wireless devices. Services such as BlackBerry

Messenger provide the integration of all communications into a single inbox. In

September 2012, RIM announced that the 200 millionth BlackBerry Smartphone was

shipped. As of September 2014, there were around 46 million active BlackBerry service

subscribers. In early 2010s, RIM has undergone a platform transition, changing its

company name to BlackBerry Limited and making new devices on a new platform

named " BlackBerry 10".

3.6.3 Windows Mobile

Windows Mobile was based on the Windows CE kernel and first appeared as the

Pocket PC 2000 operating system. Throughout its lifespan, the operating system was

available in both touch screen and non-touch screen formats. It was supplied with a suite

of applications developed with the Microsoft Windows API and was designed to have

features and appearance somewhat similar to desktop versions of Windows. Third parties
could develop software for Windows Mobile with no restrictions imposed by Microsoft.

Software applications were eventually purchasable from Windows Marketplace for

Mobile during the service's brief lifespan. Windows Mobile was eventually phased out in

favor of Windows Phone OS.

3.6.4 Symbian

Symbian was originally developed by Psion as EPOC32. It was the world's most

widely used Smartphone operating system until Q4 2010, though the platform never

gained popularity in the U.S., as it did in Europe and Asia. The first Symbian phone, the

touch screen Ericsson R380 Smartphone, was released in 2000, and was the first device

marketed as a "Smartphone". It combined a PDA with a mobile phone. Variants of

Symbian OS began to emerge, most notably Symbian UIQ, MOAP and S60, each

supported by different manufacturers. With the creation of Symbian Foundation in 2008,

Symbian OS was unified under one variant under the stewardship of Nokia. In February

2011, Nokia announced that it would replace Symbian with Windows Phone as the

operating system on all of its future Smartphone’s, with the platform being abandoned

over the following few years.

3.6.5 Firefox OS

Firefox OS was demonstrated by Mozilla in February 2012. It was designed to

have a complete community-based alternative system for mobile devices, using open

standards and HTML5 applications. The first commercially available Firefox OS phones

were ZTE Open and Alcatel One Touch Fire. As of 2014, more companies had partnered

with Mozilla including Panasonic (which was making a smart TV with Firefox OS) and
Sony. In December 2015, Mozilla announced that it would phase out development of

Firefox OS for Smartphone, and would reposition the project to focus on other forms of

Internet-connected devices.

3.6.6 Bada

The Bada operating system for Smartphone was announced by Samsung in

November 2009. The first Bada-based phone was the Samsung Wave S8500, released in

June 2010. Samsung shipped 4.5 million phones running Bada in Q2 of 2011. In 2013,

Bada merged with a similar platform called Tizen.

3.6.7 WebOS

WebOS is a proprietary mobile operating system running on the Linux kernel,

initially developed by Palm, which launched with the Palm Pre. After being acquired by

HP, two phones (the Veer and the Pre 3) and a tablet (the Touchpad) running webOS

were introduced in 2011. On August 18, 2011, HP announced that webOS hardware was

to be discontinued but would continue to support and update webOS software and

develop the webOS ecosystem. HP released webOS as open source under the name Open

webOS, and plans to update it with additional features. On February 25, 2013 HP

announced the sale of WebOS to LG Electronics, who used the operating system for its

current "smart" or Internet-connected TVs, but not Smartphone’s. In January 2014,

Qualcomm has announced that it has acquired technology patents from HP, which

includes all the WebOS patents.

3.6.8 Palm OS

In late 2001, Handspring launched the Springboard GSM phone module with

limited success. In May 2002, Handspring released the Palm OS Treo 270 Smartphone,

which did not support Springboard, with both a touch screen and a full keyboard. The

Treo had wireless web browsing, email, calendar, a contact organizer and mobile third-

party applications that could be downloaded or synced with a computer. Handspring was

purchased by Plam Inc which released the Treo 600 and continued releasing Treo

devices with a few Treo devices using Windows Mobile.

3.6.9 MeeGo/Maemo/Moblin

MeeGo is an operating system created from the source code of Moblin (produced

by Intel) and Maemo (produced by Nokia). Before that, Nokia used Maemo on some of

its Smartphone’s and internet tablets (such as Nokia N810 and N900). MeeGo was

originally envisioned to power a variety of devices from net books, tablets to

Smartphone’s and smart TVs. However, the only Smartphone’s which used MeeGo was

the Nokia N9 and Nokia N950 (MeeGo v1.2 Harmattan). Following Nokia's decision to

move to Windows Phone OS in 2011 and to cease MeeGo development, the Linux

Foundation canceled MeeGo in September 2011 in favor of the development of Tizen.

3.6.10 Ubuntu Touch

Ubuntu Touch (also known as Ubuntu Touch ) is a mobile version of the Ubuntu

operating system developed by Canonical UK Ltd and Ubuntu Community. It is

designed primarily for touch screen mobile devices such as Smartphone’s and tablet

computers.
3.7 Mobile app

3.7.1 Application stores

The introduction of Apple's App Store for the IPhone and IPod touch in July

2008 popularized manufacturer-hosted online distribution for third-party applications

(Software and Computer programs) focused on a single platform. There are a huge

variety of apps, including video games, music products and business tools. Up until that

point, Smartphone application distribution depended on third-party sources providing

applications for multiple platforms, such as GetJar, Handango, Handmarkand

PocketGear. Following the success of the App Store, other Smartphone manufacturers

launched application stores, such as Google's Android Market (now Google Play Store)

and RIM's BlackBerry App World in April 2009. In February 2014, 93% of mobile

developers were targeting Smartphone’s first for mobile app development.

3.7.2 Sales

Since 1996, Smartphone shipments have had positive growth. In November 2011,

27% of all photographs created were taken with camera-equipped Smartphone. In

September 2012, a study concluded that 4 out of 5 Smartphone owners use the device to

shop online. Global Smartphone sales surpassed the sales figures for feature phones in

early 2013. Worldwide shipments of Smartphone’s topped 1 billion units in 2013, up

 38% from 2012's 725 million, while comprising a 55% share of the mobile phone market

in 2013, up from 42% in 2012. In Q1 2016 for the first time the shipments dropped by 3

percent year on year. The situation was caused by the maturing China market.

3.7.3 By manufacturer

Worldwide Smartphone’s Vendors Market Share

Source Date Samsung Apple Inc Huawei Oppo Vivo Xiaomi Others Reference

Gartner Q2 2016 22.3% 12.9% 8.9% 5.4% N/A 4.5% 46.0%

IDC Q2 2016 22.4% 11.8% 9.4% 6.6% 4.8% N/A 45.1%

In 2011, Samsung had the highest shipment market share worldwide, followed by

Apple. In 2013, Samsung had 31.3% market share, a slight increase from 30.3% in 2012,

while Apple was at 15.3%, a decrease from 18.7% in 2012. Huawei, LG and Lenovo

were at about 5% each, significantly better than 2012 figures, while others had about

40%, the same as the previous years figure. Only Apple lost market share, although their

shipment volume still increased by 12.9 percent; the rest had significant increases in

shipment volumes of 36 to 92 percent. In Q1 2014, Samsung had a 31% share and Apple

had 16%. In Q4 2014, Apple had a 20.4% share and Samsung had 19.9%. In Q2 2016,

Samsung had a 22.3% share and Apple had 12.9%.

 3.7.4 By operating system

Worldwide operating system market share for Smartphone’s

Source Date Android iOS Windows Others Reference

Gartner Q4 2016 81.7% 17.9% 0.3% 0.1%

The market has been dominated by the Android operating system since 2010.

Android's market share (measured by units shipment) rose from 33.2% in Q4 2011 to

81.7% of the market in Q4 2016. Apple's market share oscillated between 18% to 12.5%

during the same period. Windows Phone market share also oscillated between 1.5% to

0.3% during the same time frame. As of the end of Q4 2016, Android was the most

popular operating system sold with new Smartphone’s with an 81.7% market share,

followed by iOS with 17.9%, Windows 10 Mobile with 0.3% and other OS at 0.1%.

3.7.5 Historical sales figures, in millions

Windows BlackBerry
Android Symbian Palm/WebOS Bada
Year iOS (Apple) Mobile/Phone (formerly Other
(Google) (Nokia) (Palm/HP) (Samsung)
(Microsoft) RIM)
2007 3.3 14.7 11.77 77.68 1.76
2008 11.42 16.5 23.15 72.93 2.51
2009 6.8 24.89 15.03 34.35 80.88 1.19
2010 67.22 46.6 12.38 47.45 111.58
2011 219.52 89.26 8.77 51.54 93.41 9.6 14.24
2012 451.62 130.13 16.94 34.21 15.9 47.20
2013 758.72 150.79 30.84 18.61 18.82
2014 1,004.68 191.43 35.13 7.91 5.75
3.8 USE

3.8.1 Social

A 2012 University of Southern California study found that unprotected

adolescent sexual activity was more common among owners of smart phones. A study

conducted by the Rensselaer Polytechnic Institute's (RPI) Lighting Research Center

(LRC) concluded that Smartphone’s, or any backlit devices, can seriously affect sleep

cycle. Some persons might become psychologically attached to cell phones resulting in

anxiety when separated from the devices. A "smombie" (a combination of "Smartphone"

and "zombie") is a walking person using a Smartphone and not paying attention as they

walk, possibly risking an accident in the process, an increasing social phenomenon. The

issue of slow-moving Smartphone users led to the temporary creation of a "mobile lane"

for walking in Chongqing, China. The issue of distracted Smartphone users led the city

of Augsburg, Germany to embed pedestrian traffic lights in the pavement.

3.8.2 While driving

Mobile phone use while driving, including talking on the phone, texting, using

mapping apps or operating other phone features, is common but controversial. It is

widely considered dangerous due to distracted driving. Being distracted while operating

a motor vehicle has been shown to increase the risk of accidents. In September 2010, the

US National Highway Traffic Safety Administration (NHTSA) reported that 995 people

were killed by drivers distracted by cell phones. In March 2011 a US insurance

company, State farm Insurance, announced the results of a study which showed 19% of

drivers surveyed accessed the Internet on a Smartphone while driving. Many

jurisdictions prohibit the use of mobile phones while driving. In Egypt, Israel, Japan,
Portugal and Singapore, both handheld and hands-free use of a mobile is banned. In

other countries including the UK and France and in many U.S States, only handheld

phone use is banned, while hands-free use is permitted.

A 2011 study reported that over 90% of college students surveyed text (initiate,

reply or read) while driving. The scientific literature on the danger of driving while

sending a text message from a mobile phone, or texting while driving, is limited. A

simulation study at the University of Utah found a six fold increase in distraction-related

accidents when texting. Due to the increasing complexity of Smartphone’s, this has

introduced additional difficulties for law enforcement officials when attempting to

distinguish one usage from another in drivers using their devices. This is more apparent

in countries which ban both handheld and hands-free usage, rather than those which ban

handheld use only, as officials cannot easily tell which function of the mobile phone is

being used simply by looking at the driver. This can lead to drivers being stopped for

using their device illegally for a phone call when, in fact, they were using the device

legally, for example, when using the phone's incorporated controls for car stereo, GPS or

Satnav.

A sign along Bellaire Boulevard in Southside Place, Texas (Greater Houston)

states that using mobile phones while driving is prohibited from 7:30 am to 9:30 am and

from 2:00 pm to 4:15 pm

A 2012 study reviewed the incidence of mobile phone use while cycling and its

effects on behavior and safety. In 2015 a national survey in the US reported the number

of drivers who reported using their cell phones to access the Internet while driving had

risen to nearly one of four. A study conducted by the University of Illinois examined
approaches for reducing inappropriate and problematic use of mobile phones, such as

using mobile phones while driving.

Accidents involving a driver being distracted by talking on a mobile phone have

begun to be prosecuted as negligence similar to speeding. In the United Kingdom, from

27 February 2014, motorists who are caught using a hand-held mobile phone while

driving will have three penalty points added to their license in addition to the fine of £60.

This increase was introduced to try to stem the increase in drivers ignoring the law.

Japan prohibits all mobile phone use while driving, including use of hands-free devices.

New Zealand has banned hand held cell phone use since 1 November 2023. Many states

in the United States have banned texting on cell phones while driving. Illinois became

the 17th American state to enforce this law. As of July 2015, 30 states had banned

texting while driving, with Kentucky becoming the most recent addition on July 15.

Public health Law Research maintains a list of distracted driving laws in the

United States. This database of laws provides a comprehensive view of the provisions of

laws that restrict the use of mobile communication devices while driving for all 50 states

and the District of Columbia between 1992, when first law was passed through

December 1, 2010. The dataset contains information on 22 dichotomous, continuous or

categorical variables including, for example, activities regulated, targeted populations,

and exemptions.

3.8.3 Legal

A "patent war" between Samsung and Apple started when the latter claimed that

the original Galaxy S Android phone copied the interface—and possibly the hardware—
of Apple's iOS for the IPhone 3GS. There was also Smartphone patents licensing and

litigation involving Sony Mobile, Google, Apple Inc, Samsung, Microsoft, Nokia,

Motorola, HTC, Huawai and ZTE, among others. The conflict is part of the wider

“patent wars” between multinational technology and software corporations. To secure

and increase market share, companies granted a patent can sue to prevent competitors

from using the methods the patent covers. Since 2010 the number of lawsuits, counter-

suits, and trade complaints based on patents and designs in the market for Smartphone’s,

and devices based on Smartphone OS such as Android and iOS, has increased

significantly. Initial suits, countersuits, rulings, license agreements, and other major

events began in 2009 as the Smartphone market grew more rapidly.

3.8.4 Medical

With the rise in number of mobile medical apps in the market place, government

regulatory agencies raised concerns on the safety of the use of such applications. These

concerns were transformed into regulation initiatives worldwide with the aim of

safeguarding users from untrusted medical advice.

3.8.5 Security

Smartphone malware is easily distributed through an insecure app store. Often

malware is hidden in pirated versions of legitimate apps, which are then distributed

through third-party app stores. Malware risk also comes from what's known as an

"update attack", where a legitimate application is later changed to include a malware

component, which users then install when they are notified that the app has been

updated. As well, one out of three robberies in 2012 in the United States involved the

theft of a mobile phone. An online petition has urged Smartphone makers to install kill

switches in their devices. In 2014, Apple's "Find my IPhone" and Google's "Android

Device Manager" can disable phones that have been lost/stolen. With BlackBerry Protect

in OS version 10.3.2, devices can be rendered unrecoverable to even Blackberry’s own

Operating System recovery tools if incorrectly authenticated or dissociated from their

account.

3.8.6 Sleep

Using Smartphone late at night can disturb sleep, due to the brightly lit screen

affecting melatonin levels and sleep cycles. In an effort to alleviate these issues, several

apps that change the color temperature of a screen to a warmer hue based on the time of

day to reduce the amount of blue light generated have been developed for Android, while

iOS 9.3 integrated similar, system-level functionality known as "Night Shift". Amazon

released a feature known as "blue shade" in their Fire OS "Bellini" 5.0 and later. It has

also been theorized that for some users, addicted use of their phones, especially before

they go to bed, can result in "ego depletion". Many people also use their phones as alarm

clocks, which can also lead to loss of sleep.

3.9 COMPARISON WITH FEATURE PHONE

Smartphone’s have presented issues similar to those affecting other mobile

phones. As well, there are some issues which are unique to Smartphone’s.

3.9.1 Battery

Compared to earlier non-Smartphone mobile phones, Smartphone battery life has

generally been poor, due to the significant power requirements of their computer systems

and color screens. Poor Smartphone battery life has negatively affected customer

satisfaction. There is also a trend towards using batteries that the user cannot replace.

Smartphone users have addressed the challenge of limited battery life by purchasing

additional chargers for use outside the home, at work, and in cars and by buying portable

external "battery packs". External battery packs include generic models which are

connected to the Smartphone with a cable and custom-made models that "piggyback"

onto a Smartphone’s case. Most recently, Samsung had to recall millions of the Galaxy

Note 7 Smartphone’s due to a battery issue.

3.9.2 Terminology

"Phablet", a portmanteau of the words phone and tablet, describes Smartphone’s

with larger screens.

"Super phone" is also used by some companies to market phones with unusually

large screens and other expensive features.

"Ultra Premium" is a term used to identify a Smartphone which has top of the

line materials.
3.10 SAMSUNG

Samsung Group is a South Korean multinational Conglomerate headquartered in

Samsung Town, Seoul. It comprises numerous affiliated businesses; most of them united

under the Samsung brand, and is the largest South Korean chaebol.

Samsung was founded by Lee Byung-Chul in 1938 as a trading company. Over

the next three decades, the group diversified into areas including food processing,

textiles, insurance, securities and retail. Samsung entered the electronics industry in the

late 1960s and the construction and shipbuilding industries in the mid-1970s; these areas

would drive its subsequent growth. Following Lee's death in 1987, Samsung was

separated into four business groups – Samsung Group, Shinsegae Group, CJ Group and

Hansel Group. Since 1990, Samsung has increasingly globalizes its activities and

electronics; in particular, its mobile phones and semiconductors have become its most

important source of income.

Notable Samsung industrial affiliates include Samsung Electronics, Samsung

Heavy Industries and Samsung Engineering and Samsung C&T. Other notable

subsidiaries include Samsung Life Insurance, Samsung Ever land and Cheil Worldwide.

Samsung 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".] Its affiliate companies produce around a fifth of South Korea's total exports.

Samsung's revenue was equal to 17% of South Korea's $1,082 billion GDP.
3.10.1 Etymology

According to Samsung's founder, the meaning of the Korean Hanja word

Samsung is "tri-star" or "three stars". The word "three" represents something "big,

numerous and powerful".

3.10.2 History

1938 to 1970

In 1938, Lee Byung-chull (1910–1987) of a large landowning family in

the Unifying County moved to nearby Daegu city and founded Samsung Sanghoe.

Samsung started out as a small trading company with forty employees located in Su-

dong (now Ingyo-dong). It dealt in dried-fish,[16] locally-grown groceries and noodles.

The company prospered and Lee moved its head office to Seoul in 1947.

3.10. 3 1970 to 1990

The SPC-1000, introduced in 1982, was Samsung's first personal computer

(Korean market only) and used an audio cassette tape to load and save data – the floppy

derive was optional.

In 1980, Samsung acquired the Gumi-based Hanguk Jeonja Tongsin and entered

telecommunications hardware. Its early products were switchboards. The facility was

developed into the telephone and fax manufacturing systems and became the center of

Samsung's mobile phone manufacturing. They have produced over 800 million mobile

phones to date. The company grouped them together under Samsung Electronics in the

1980s.
 After Lee, the founder's death in 1987, Samsung Group was separated into four

business groups—Samsung Group, Shinsegae Group, CJ Group and the Hansol Group.

Shinsegae (discount store, department store) was originally part of Samsung Group,

separated in the 1990s from the Samsung Group along with CJ Group

(Food/Chemicals/Entertainment/logistics), and the Hansol Group (Paper/Telecom).

Today these separated groups are independent and they are not part of or connected to

the Samsung Group. One Hansol Group representative said, "Only people ignorant of the

laws governing the business world could believe something so absurd", adding, "When

Hansol separated from the Samsung Group in 1991, it severed all payment guarantees

and share-holding ties with Samsung affiliates." One Hansol Group source asserted,

"Hansol, Shinsegae, and CJ have been under independent management since their

respective separations from the Samsung Group". One Shinsegae department store

executive director said, "Shinsegae has no payment guarantees associated with the

Samsung Group".

In 1980s, Samsung Electronics began to invest heavily in research and

development, investments that were pivotal in pushing the company to the forefront of

the global electronics industry. In 1982, it built a television assembly plant in Portugal;

in 1984, a plant in New York; in 1985, a plant in Tokyo; in 1987, a facility in England;

and another facility in Austin, Texas, in 1996. As of 2012, Samsung has invested more

than US 13,000,000,000 in the Austin facility, which operates under the name Samsung

Austin Semiconductor. This makes the Austin location the largest foreign investment in

Texas and one of the largest single foreign investments in the United States.
3.10. 4 1990 to 2000

Samsung started to rise as an international corporation in the 1990s. Samsung’s

construction branch was awarded contracts to build one of the two PETRONAS Towers

in Malaysia, Taipei 101 in Taiwan and the Burj Khalifa in United Arab Emirates. In

1993, Lee Kun-hee sold off ten of Samsung Group's subsidiaries, downsized the

company, and merged other operations to concentrate on three industries: electronics,

engineering and chemicals. In 1996, the Samsung Group reacquired the Sungkyunkwan

University foundation.

Samsung became the world's largest producer of memory chips in 1992 and is the

world's second-largest chipmaker after Intel. In 1995, it created its first liquid-crystal

display screen. Ten years later, Samsung grew to be the world's largest manufacturer of

liquid-crystal display panels. Sony, which had not invested in large-size TFT-LCDs,

contacted Samsung to cooperate, and, in 2006, S-LCD was established as a joint venture

between Samsung and Sony in order to provide a stable supply of LCD panels for both

manufacturers. S-LCD was owned by Samsung (50% plus one share) and Sony (50%

minus one share) and operates its factories and facilities in Tangjung, South Korea. As of

26 December 2011, it was announced that Samsung had acquired the stake of Sony in

this joint venture.

Compared to other major Korean companies, Samsung survived the 1997 Asian

financial crisis relatively unharmed. However, Samsung Motor was sold to Renault at a

significant loss. As of 2010, Renault Samsung is 80.1 percent owned by Renault and

19.9 percent owned by Samsung. Additionally, Samsung manufactured a range of

aircraft from the 1980s to 1990s. The company was founded in 1999 as Korea Aerospace

Industries (KAI), the result of merger between then three domestic major aerospace
divisions of Samsung Aerospace, Daewoo Heavy Industries and Hyundai Space and

Aircraft Company. However, Samsung still manufactures aircraft engines and gas

turbines.

3.10. 5 2000 to 2015

In 2000, Samsung opened a Computer programming laboratory in Warsaw,

Poland. Its work began with set-top-box technology before moving into digital TV and

smart phones. As of 2011, the Warsaw base is Samsung's most important R&D center in

Europe, forecast to be recruiting 400 new-hires per year by the end of 2013.

In 2010, Samsung announced a ten-year growth strategy centered around five

businesses. One of these businesses was to be focused on biopharmaceuticals, to which

has committed ₩2,100,000,000,000.

In December 2011, Samsung Electronics sold its hard disk drive business to

Seagate.

In first quarter of 2012, Samsung Electronics became the world’s largest mobile

phone maker by unit sales, overtaking Nokia, which had been the market leader since

1998. On 21 August edition of the Austin American-Statesman, Samsung confirmed

plans to spend 3 to 4 billion dollars converting half of its Austin chip manufacturing

plant to a more profitable chip. The conversion should start in early 2013 with

production on line by the end of 2013. On 14 March 2013, Samsung unveiled the Galaxy

S4.

On 24 August 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 4 September 2012, Samsung announced that it plans to examine all of its

Chinese suppliers for possible violations of labor policies. The company said it will carry

out audits of 100 Chinese companies that are its exclusive suppliers to see if children

under the age of 16 are being used in their factories.

In 2013, a New Zealand news outlet reported a number of Samsung washing

machines spontaneously catching on fire. The corporation is expected to spend $14

billion on advertising and marketing in 2013, with publicity appearing in TV and cinema

ads, on billboards and at sports and arts events. In November 2013, the corporation was

valued at $227 billion.

In May 2014, Samsung announced it will be shutting down its streaming service

on 1 July 2014, also meaning the end of the Samsung Music Hub app that typically

comes installed on its Android phones.

On 3 September 2014, Samsung announced Gear VR, a virtual reality device in

collaboration with Oculus VR and developed for the Galaxy Note 4.

 In October 2014, Samsung announced a $14.7 billion investment to build a chip

plant in South Korea. Construction will begin next year with production beginning in

2017. The company has not yet decided the type of chips to be produced.

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 meter

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 2 December 2014, Samsung announced it will sell Fiber Optics to U.S.

specialty glass manufacturer Corning Inc.

Samsung Electronics Inc. is expanding in Silicon Valley with a $300 million

facility in San Jose, California. The 10-story complex will include 1.1 million square feet

of floor space, a clean room for semiconductors and a "fitness center in the sky". The

facility will be split between semiconductor research and development and other sales

and marketing functions. It will serve as the North America headquarters for

semiconductor operations.

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 11 December. 3.10. 6 2016

In January 2016, Samsung announced it will be working with Microsoft to

develop IoT devices based on Windows 10, where the companies will work together to
develop products that will run on the platform, as well as integrate with other companies

developing hardware and services on Microsoft's OS.

Samsung released a fitness smart watch called the Gear Fit 2 and a brand of wireless ear

buds called Gear Icon X.

On 2 August 2016, Samsung unveiled the Galaxy Note 7 Smartphone, which

went on sale on 19 August 2016. However, in early September 2016, Samsung

suspended sales of the phone and announced an informal recall. This occurred after some

units of the phones had batteries with a defect that caused them to produce excessive

heat, leading to fires and explosions. Samsung replaced the recalled units of the phones

with a new version; however, it was later discovered that the new version of the Galaxy

Note7 also had the battery defect. Samsung recalled all Galaxy Note7 Smartphone

worldwide on 10 October 2016, and permanently ended production of the phone the

following day.

On 31 August 2016, Samsung announced the Gear S3 smart watch, which was

released on 18 November 2016.

3.11 SAMSUNG TELECOMMUNICATION

Samsung Mobile Phones is one of five business units within Samsung

Electronics, belonging to the Samsung Group, and consists of the Mobile

Communications Division, Telecommunication Systems Division, Computer Division,

MP3 Business Team, Mobile Solution Centre and Telecommunication R&D Centre.

Telecommunication Business produces a full spectrum of products from mobiles and

other mobile devices such as MP3 players and laptop computers to telecommunication

network infrastructure. Headquarters is located in Suwon, South Korea.

In 2007 Samsung Telecommunication Business reported over 40% growth and

became the second largest mobile device manufacturer in the world. Its market share was

14% in Q4 2007, growing up form 11.3% in Q4 2006. At the end of November 2011,

Samsung sold more than 300 million mobile devices which was a close second after

Nokia with 300.6 million mobile devices sold in the first three quarter of 2011. As of Q3

2012, Samsung is the largest manufacturer of devices running Google Android with a

46% market share.

On 19 August 2016, Samsung officially released its Samsung Galaxy Note 7. As

of 2 September 2016, Samsung announced a voluntary recall and attached to the new

exchange program, after numerous of report showed that the new Samsung Galaxy Note

7 burst and explode. On 10 October 2016, in response to the new incidents, Samsung

announced that it would once again suspend sales of the Galaxy Note 7 and recall all

devices worldwide. The next day, Samsung also announced that it would permanently

discontinue the Galaxy Note 7 and cease its production.

As of October 7, comments have emerged from former CSPC experts following

its launch of the investigation into the above incident.

 The lawsuit, filed in the US district court in California, suggests that the tech

malfunctions extend beyond the Galaxy Note 7 and that Samsung “chose to conceal the

problem from the public despite knowing the foreseeable and predictable risk that the

phone may overheat, flame and destruct from the inside presenting a risk of serious harm

or injury”.

The recall had a major impact on Samsung's business in the third quarter of 2016,

with the company projecting that its operating profits would be down by 33% in

comparison to the previous quarter. Credit Suisse analysts estimated that Samsung would

lose at least US$17 billion in revenue from the production and recall of the Galaxy Note

7.

3.11.1 History of Telecommunication Business

Initial stage (1977–1993)

In 1977 Samsung Electronics launched the Telecommunication Network, and in

1983 it initiated its mobile telecommunications business with the hope that this would

become the company's future growth engine. In 1986, Samsung was able to release its

first built-in car phone, the SC-100, but it was a failure due to the poor quality. In spite of

unsuccessful result Ki Tae Lee, the then-head of the Wireless Development Team,

decided to stay in the mobile business. He asked the company to buy ten Motorola

mobile phones for benchmarking. After 2 years of R&D Samsung developed its first

mobile phone (or "hand phone" in Korea), the SH-100 in 1988. It was the first mobile

phone to be designed and manufactured in Korea. But the perception of mobile devices
was very low and although Samsung introduced new models every year, each model sold

only one or two thousand units.

3.11.2 Time of changes (1993–1996)

In 1993 it was decided that the development team should focus on improving

connectivity due to specific mountain topography of Korea. They found the optimal

length of a mobile phone antenna and developed a method of using gold to connect the

point between the antenna and the communication circuits, thus significantly reducing

resistance and enabling steadier wave conductivity. They also developed the wave-

searching software that was specially designed for Korea's topography.

Another event triggered Samsung's mobile phone business. On June 4, 1993, A1

Almonte, the then-chairman of the Samsung Group during the meeting with top

executives of Samsung in Tokyo got the report about ‘Management and Design’ This

report came as a shock to chairman Lee, and forced him to reexamine his efforts to

improve the company's system of quality management, which he had worked hard at

strengchengalpattung since he had become the chairman in 1987.

On June 7, 1993, in Frankfurt, Lee gathered 200 Samsung executives and pointed

out every problem that Samsung had and emphasized that Samsung needed a turnaround

and declared a new management initiative "Samsung New Management". The "New

Management" reached to the mobile phone business as well, and chairman Lee gave the

division an ultimatum: "Produce mobile phones comparable to Motorola’s by 1994, or

Samsung will disengage itself from the mobile phone business."

In November 1993, the development team finally unveiled a new model, the SH-

700. This model was quite remarkable. It weighed less than any other company's models,

the design was compact, and its quality was substantially improved over previous
models. Each product manufactured was tested piece-by-piece to assure perfect quality.

Phones with any kind of defect were burned openly for all employees to see. (The

products that had been burned were worth 15 billion won, or $188 million). The burning

ceremony ingrained the motto 'Quality is Pride,' the essence of New Management, in

every employee's mind. In October 1994, the SH-770 was introduced under the brand

name "Any call". It was a result of the marketing team's effort at brand-building. The

model was an upgraded version of the SH-700, with a few changes in design and

improvements in product quality. Samsung expected that branding would change

customers' perception of Samsung‘s mobile phone and build up their trust. Aggressive

marketing campaigns started as well.

At the initial stage, the most important objective of the company's marketing

strategy was to break customers' preconception that Samsung’s phone would be inferior

to Motorola’s. To market this idea of quality, Samsung developed the slogan, "Strong in

Korea's unique topography." As a result of all the extensive marketing efforts, the

Korean market share of Samsung mobile phones soared from 25.8 percent in October

1994, to 51.5 percent in August 1995. In the same period, Motorola’s market share

dropped from 52.5 percent to 42.1 percent.

3.11.3 CDMA era (1996–1998)

Samsung developed its first CDMA mobile phone in March 1996, to coincide

with the launch of CDMA service. The first digital handset, the SCH-100, was extra light

and slim, and enabled clear voice communication. Before long, Samsung became the

leader in the Personal Communication Service (PCS) market. It partnered with

KTFreetel and Hansol PCS to provide PCS phones. Its first PCS phone, the SCH-1100,

entered the market with innovative features, including a lightweight body, enhanced
battery life, and the ability to capture delicate sounds. The design was targeted at the

young generation because the young generation had emerged as a large and growing

customer base. It also shifted its marketing communications strategy. For the CDMA

cellular market, it emphasized the phone's new functions, for example, its voice

recognition feature. For the PCS market, the company coined a new slogan, "Strong in

small sounds," to emphasize the mobile phone's capability to capture delicate sounds.

By the end of 1997, one year after the CDMA service was first launched;

Samsung had achieved a 57% market share in the CDMA cellular market and 58% in the

PCS market. Also, in April 1997, it achieved sales of one million CDMA phone units.
3.11.4 Global market and GSM era (1998 on)

Samsung made its first foray into the global market in 1996, when it exported its

PCS phones to Sprint, an American CDMA carrier. Sprint signed $600 million contract

with Samsung, under which Samsung would provide its PCS phones to Sprint for three

years under the co-branded name Sprint-Samsung. After this Samsung expanded into

Hong Kong (Huchinson, CDMA) in 1997 and Brazil (TELESP and TELERJ, CDMA) in

1998. After successfully exporting to Brazil, Samsung built a mobile phone production

facility in Brazil in 1998, in the hopes of expanding into Latin America.

In 1999, Samsung accounted for more than 50% of share in the worldwide

CDMA market. However, the worldwide CDMA market was far smaller than the GSM

market, which accounted for 70% of the total worldwide mobile communications market.

Moreover, the domestic market was approaching saturation, and competition was

becoming more intense.

Thus, to achieve further growth, Samsung had to penetrate the GSM market.

The first GSM model was the SGH-200, which was made for European

customers. But it was not as good as the company's CDMA phone. It was difficult to

hurdle the high entry barrier, which the then "Big 3" Nokia, Motorola, and Ericsson had

built for years. The company's next few models didn't attract Europeans, either. The

development team realized that a simple change in the circuit system wouldn't work in

the European market. Thus, it decided to look more closely at the customer's point of

view. They found that Europeans preferred geometric, balanced, and simple designs.

Using this information, Samsung adopted 'simple' as the design concept, then developed

a new design to suit the tastes of Europeans.

 The SGH-600 was born in September 1998. To market this model, Samsung

changed its market entry strategy by adopting a high-end strategy. Samsung needed to

escape from its low-end image. It figured that its new mobile phone, with its

sophisticated design and distinguished functionality, would help it do just that. Samsung

was granted the "Best Manufacturer" award twice by the Mobile News Awards, an award

that was previously given to Nokia and Ericsson.

Samsung mobile S3500 cell phone. One of the phones which use the new model

numbering system.

Samsung introduced its first mobile phone to India in 2004. In 2008, Samsung

Electronics' Telecommunication Business declared its new business strategy focusing on

consumer and marketing. Samsung mobile phones are divided into 6 major categories –

Style, Infotainment, Multimedia, Connected, Essential and Business.

3.12 CONCLUSION

The SGH-P100 and SGH-J165 was the last phone models sold worldwide,

outside North America that used the original model numbering system. The GT-S7330

was the first mobile phone model to use the new model numbering system.

In Q1 2015 Samsung shipped 46.3 million mobile handsets 1Q 2015. Sales of

Samsung Telecommunications were 6.65 trillion KRW for the same quarter and it

represents 32% sales of Samsung Electronics. The growth is mostly explained by

continuous growth of emerging markets while there is weak demand in developed

markets. During 2013 amount of shipped units was growing constantly: 1Q 2015 – 34.8,

2Q 2015 – 37.4, 3Q 2015- 42.6, 4Q 2015 – 46.3. In 2015 profit was 23,8 trillion KRW,

while net profit reached level of 2.7 trillion KRW.

REFERENCES

1. Mackenzie, D.L.,& Hickman, L.J(2006), “What works in corrections”,

Cambridge: Cambridge University Press.

2. Cassvoy, L. (2013), “Smartphone Basics”, Retrieved from

cellphones.about.com/od/smartphonebbasics//what_is_smart.htm

3. Marketing Management, V.S.Ramanathan & S.Ramakumar) Himalaya Publishers

4. Kothari C.R. Research Methodology

5. Michell, Tony (2010). Samsung Electronics: And the Struggle For Leadership of

the Electronics Industry. John Wiley & Sons

 CHAPTER III
METHODOLOGY

Research

Research means the process which includes the collection of data,

Analysis of data, Formatting procedures and reached the suitable solutions.

1.6.1 Research Design

Research design of the arrangements of condition for collection and

analysis of data in a manner that aims to combine relevance to the research purpose with

economy in procedure.

1.6.2 Sampling Design

Convenient sampling methods have been applied for the selection of

samples from its universe in Chengalpattu , The total numbers of customers are very

large in this universe, so the researcher selected only 100 respondents for this study.

1.6.3 Statistical tools used for the study

Based on the data collected from the sample customers, a master table

was prepared from which sub tables were prepared. The statistical technique used in the

analysis includes the following.

1. Simple percentage Analysis

2. Chi-Square Test

3. Weighted Average Means

1.6 HYPOTHESES

1. There is no significance relationship between the Age and the level

of satisfaction of the respondents.

2. There is no significance relationship between the Marital Status and the level

of satisfaction of the respondents.

3. There is no significance relationship between the Educational Qualification

and the level of satisfaction of the respondents.

4. There is no significance relationship between the Occupation and the level

of satisfaction of the respondents.

5. There is no significance relationship between the Income and the level

of satisfaction of the respondents.

6. There is no significance relationship between the Size of the Family and

the level of satisfaction of the respondents.

7.There is no significance relationship between the Type of Family and the

level of satisfaction of the respondents.

LIMITATIONS OF THE STUDY

1.The study is limited to Chengalpattu District only and therefore the findings

cannot be extended to other areas.

2. The dissertation study was presently conducted with 100 respondents only.

3. The dissertation study is not applicable for all time because the taste and

preference may differ in future.

4. Due to the time constraints the researcher cannot locate more information

receiving from the respondents

Period of study
 CHAPTER IV

ANALYSIS AND INTERPRETATION

4.1 INTRODUCTION

The study is conducted with a view of “Consumer behaviour towards cell

phone services in Chengalpattu district”. There are 100 sample respondents taken into

study. The study area consists of 5 taluks, in each taluk, 50 cell phone users are

Considered and the data were analyzed and interpreted in the chapter.

Based on the prepared questionnaire 100 customer have been met. Through them

the researcher has collected the details, and these were formulated in the form of

worksheet and a consolidated summary have been arrived. The arrived summary is

assigned in the from of tabulation and classification which is given below.

For the purpose of the present study, the personal factors of the owners include

age, educational qualification, martial status, size of the family and number of members

in the family, occupation and income. These personal factors, are studied by using the

percentage analysis and also an attempt has been made to understand the relationship

between the personal factors and the level of satisfaction of the consumer for this the

Chi-square test has been employed. It is calculated by adopting the following formula.
 (O-E)2

Chi-square = χ2 = ∑ -------

With (r-1) (c-1) degrees of freedom

Where

O- Observed frequency

E- Expected frequency

Row total× column total

E= -------------------------------------

Grand total

R= Number of rows

C=Number of columns

Here a null hypothesis has been formulated that the factors and the level of

satisfaction are independent. In order to determine the correctness of the hypothesis, the

value of Chi-squire has been calculated.

4.2 LEVELS OF SATISFACTION

The satisfaction of the respondents has been classified into two categories

namely; low level and high level for analytical purpose. For the 100 respondents the total

score value for each statement is calculated. The Arithmetic Mean was calculated for the

100 respondents with the help of 15 statements.

The calculated Arithmetic Mean was 108 and 108 and below denotes low level

satisfaction, above 108 denote high level satisfaction.

Table 4.1 shows the classification of the respondents according to their level of

satisfaction.

TABLE 4.1

Level of Satisfaction and Number of Respondents

Sl.No. Level of Satisfaction Number of Respondents Percentages

1. High 74 74%

2. Low 26 26%

Total 100 100%

From Table 4.1, it is understood that 74 per cent of the respondents of Samsung

Smartphone have high level satisfaction and rest of the respondents of Samsung

Smartphone have low level satisfaction.

4.3 Age-wise classification of the Respondents

Age is a particularly useful demographic variable to distinguish segments on

the pattern of behaviours. People’s taste clothes, furniture, and recreation is also age

related, age impact on many product categories. Teenagers purchase entertainment relate

articles, middle-aged persons are consumed their future needs and old aged peoples are

consumed their health products.

The Neugartens research indicates that age stereotypes need to be guarded

against. “Age has become a very poor predictor of the timing of live events, as well as a

poor predictor of a person’s health, work status, family status, and therefore, also of a

person’s interests, preoccupations, and needs. The age of the respondents is presented in

the Table 4.2

 TABLE 4.2

Age-wise Classification

Sl.No. Age Number of Respondents Percentages

32%
1. Up to 25 32

2. 26-35 38 38%

3. 36-45 18 18%

4. Above 45 12 12%

Total 100 100%

It could be inferred from Table 4.2 that out of 100 respondents 32 per cent

of the respondents of Samsung Smartphone fall under the age group of up to 25

years, 38 per cent of the respondents under the age group of 26 to 35, 18 per cent of

the respondents under the age group of 36 to 45. The rest 12 per cent of the

respondents come under the age group of above 45 years.

4.4 Age and Levels of Satisfaction

The level of satisfaction of the respondents is determined on the basis of the

age of the respondents. This age –wise classification is given in Table 4.3.

TABLE 4.3

Age and Levels of Satisfaction

Total
Sl.No. Age Levels of Satisfaction
High Low

1. Up to 35 48 26 70

2. Above 35 16 14 30

66 34 100
Total

It is clear from Table 4.3 that out of 66 respondents with high level

satisfaction, majority of them (48) fall in the age group of up to 35 years. 16 of them

come under the age group of above 35 years. In case of 34 respondents with low

level satisfaction, 26 come under the age group up to 35 years and 14 are under the

age group of above 35 years.

In order to test the null hypothesis that “There is no significance relationship

between the Age and the level of satisfaction of the respondents”, Chi-square test has

been applied. The results of Chi-square test are presented in table 4.4
 TABLE 4.4

Results of Chi-square Test

(O-E)2
O E O-E (O-E)2 -------
E
32
48 16 256 8.00

16 38 -22 484 12.74

26 18 8 64 3.555

14 12 2 4 0.333

24.63

Degrees of Freedom (d.f} = (r-1) (c-1)

= (2-1) (2-1) = 1

Calculated Value of Chi-square = 24.63

Table value at 5 % level with one d.f = 3.84

Table 4.4 shows that the calculated value of the Chi-square (24.63) is less than

the table value (3.84) at 5 per cent level with one degree of freedom. It indicates that

the null hypothesis is to be accepted. Hence there is no significant relation between

age and levels of satisfaction of the respondents.

4.5 Marital Status of the Respondents

Sometimes after marriage the preferences and style may differ to male & female.

So this factor also influence the person to change their old mobile model into new

mobile model. The Marital Status of the respondents is shown in the Table 4.5

TABLE 4.5

Marital Status wise Classification

Sl.No. Marital Status Number of Respondents Percentages

1. Married 58 58%

2. Unmarried 42 42%

100 100
Total

It could be seen from Table 4.5 that out of 100 respondents 58 per cent of

the respondents are married and the remaining 42 per cent are unmarried.
4.6 Marital Status and Levels of Satisfaction

The marital status of the respondents also considered as one of the factor

influencing the levels of the respondents. The relationship between marital status and

the level of satisfaction is presented in Table 4.6.

TABLE 4.6

Marital Status and Levels of Satisfaction

Total
Sl.No. Marital Status Levels of Satisfaction
High Low

1. Married 40 18 58

2. Unmarried 12 30 42

52 48 100
Total

This Table 4.6 reveals that out of 52 respondents with high level satisfaction, 40

respondents are married and 12 are unmarried. In case of 48 respondents with low

level satisfaction 18 are married and 30 are unmarried.

In order to test the null hypothesis that “There is no significance relationship

between the marital status and the level of satisfaction of the respondents”, Chi-

square test has been applied. The results of Chi-square test are presented in table 4.7.
 TABLE 4.7

Results of Chi-square Test

(O-E)2
O E O-E (O-E)2 -------
E

40 20 20 400 20

12 32 -20 400 12.5

18 38 -20 400 10.53

30 10 20 400 40

83.03

Degrees of Freedom (d.f} = (r-1) (c-1)

= (2-1) (2-1) = 1

Calculated Val ue of Chi-square = 83.03

Table value at 5 % level with one d.f = 3.84

Table 4.7 shows that the calculated value of the Chi-square (83.03) is more than

the table value (3.84) at 5 per cent level with one degree of freedom. It indicates that

the null hypothesis is to be rejected. Hence there is significant relation between

Marital Status and levels of satisfaction of the respondents.

4.7 Educational Qualifications of the Respondents

A person’s educational background is the main factor of determining his

attitude. Generally, the more educated person has the greater likelihood of a better

position and increased earnings. Hence education is also taken one of the personal

factors of the respondent. The Educational Qualifications of the respondents is shown in

the Table 4.8

TABLE 4.8

Educational Qualifications Classification

Sl.No. Educational Qualifications Number of Respondents Percentages

1. Illiterate 7 07

2. Up to Higher Sec.Edu. 22 22

3. Under Graduate 32 32

4. Post Graduate 17 17

5. Professional 14 14

6. Others 8 08

Total 100 100

It is observed from Table 3.8 that out of 100 respondents eight respondents are 7

illiterate, 22 respondents are completed higher secondary, 32 respondents are

completed under graduate, 17 respondents are completed post graduate, 14

respondents are completed professional courses and 8 respondents are completed

other course like diploma and certificate course.

4.8 Educational Qualifications and Levels of Satisfaction

The educational qualifications of the respondents also considered as one of

the factor influencing the levels of the respondents. The relationship between

educational qualifications and the level of satisfaction is presented in Table 4.9.

TABLE 4.9

Educational Qualifications and Levels of Satisfaction

Total
Sl.No. Educational Qualifications Levels of Satisfaction
High Low

1. Up to Higher Sec. Edu. 22 7 29

2. Above Higher Sec. Edu. 57 14 71

79 21 100
Total

From the above table it is understood that out of 79 respondents with high level

satisfaction, 22 of them have study upto higher secondary level and 57 of them have

study above higher secondary level. In case of 21 respondents with low level

satisfaction, eight of them have study upto higher secondary level and 14 of them

have study above higher secondary level.In order to test the null hypothesis that

“There is no significance relationship between the Educational Qualifications and the

level of satisfaction of the respondents”, Chi-square test has been applied. The results

of Chi-square test are presented in table 4.10

 TABLE 4.10

Results of Chi-square Test

(O-E)2
O E O-E (O-E)2 -------
E

22 6 16 256 42.67

57 68 -11 121 1.78

7 19 -12 144 7.58

14 7 7 49 7.00

59.03

Degrees of Freedom (d.f} = (r-1) (c-1)

= (2-1) (2-1) = 1

Calculated Value of Chi-square = 59.03

Table value at 5 % level with one d.f = 3.84

Table 4.10 shows that the calculated value of the Chi-square (59.03) is less than

the table value (3.84) at 5 per cent level with one degree of freedom. It indicates that

the null hypothesis is to be accepted. Hence there is no significant relation between

Educational Qualifications and levels of satisfaction of the respondents.

4.9 Occupation of the Respondents

As the occupation of a person influences his consumption patterns, marketers

try to identify the occupational groups that have interest in their products and services.

They may even specialize their products for certain occupational groups. Hence, the

researcher classified occupational pattern into six groups. Table 4.11 depicts the

occupation of the respondents.

TABLE 4.11

Occupation wise Classification

Sl.No. Occupation Number of Respondents Percentages

1. Students 18 18

2. Teachers 7 7

3. House Wife 9 9

4. Business 24 24

5. Govt. Employees 20 20

6. Private Employees 22 22

Total 100 100

Table 4.11 reveals that out of 100 respondents 18 per cent of the respondents

are

students, 7 per cent in teaching, 9 per cent are house wives, 24 per cent are doing

business, 20 per cent are government employees and rest of them 22 per cent are

private employees.
4.10 Occupation and Levels of Satisfaction

The occupation is one of the factors which influence the levels satisfaction of

the respondents. Table 4.12 shows the relationship between occupation and the level

of satisfaction of the respondents.

TABLE 4.12

Occupation and Levels of Satisfaction

Total
Sl.No. Occupation Levels of Satisfaction
High Low

1. Business and Govt. 29 15 44

Employees
2. Others 31 25 56

Total
60 40 100

It is observed from the Table 3.12 that out of 60 respondents with high level

satisfaction, 29 respondents are doing business and working as a government

employee and 31 respondents are belongs other categories. In case of 40 respondents

with low level satisfaction, 15 respondents are doing business and working as a

government employee and 25 respondents are belongs other categories.

In order to test the null hypothesis that “There is no significance relationship

between the Occupation and the level of satisfaction of the respondents”, Chi-square

test has been applied. The results of Chi-square test are presented in table 4.13
 TABLE 4.13

Results of Chi-square Test

(O-E)2
O E O-E (O-E)2 -------
E

29 29 0 0 0

31 31 0 0 0

15 15 0 0 0

25 25 0 0 0

Degrees of Freedom (d.f} = (r-1) (c-1)

= (2-1) (2-1) = 1

Calculated Value of Chi-square = 0

Table value at 5 % level with one d.f = 3.84

Table 4.13 shows that the calculated value of the Chi-square ( 0 ) is less than

the table value (3.84) at 5 per cent level with one degree of freedom. It indicates that

the null hypothesis is to be accepted. Hence there is no significant relation between

Occupation and levels of satisfaction of the respondents.

4.11 Annual Income of the Respondents

Economic circumstances greatly affect one’s product choice. The segmentation

of market on the basis of the income alone is not without limitations. However, product

usage generally proved to be more closely related to income and social class were found

to correlate with buying behaviors. Income plays an important role to increase or

decrease the needs of the respondents. The income of the respondents is given in the

Table 4.14

TABLE 4.14

Income wise Classification

Sl.No. Annual Income Number of Respondents Percentages

1. Below 50,000 91 91

2. 50,001 to 1,00,000 9 9

3. 1,00,001 to 1,50,000 0 0

4. 1,50,001 to2,00,000 0 0

5. More than 2,00,000 0 0

Total 100 100

Table 4.14 shows that out of 100 respondents 91 respondents have income below

50,000, followed by the income group of between 50,001 to 1,00,000 forming 9

respondents .The respondents earning between Rs.1,00,001 to 1,50,000 form 0

respondents , 0 are earning between 1,50,001 to 2,00,000 and 0 are earning more than

2,00,000.
4.12 Income and Levels of Satisfaction

Income plays a vital role of the respondents. Table 4.15 presents the relationship

between the income and level of satisfaction.

TABLE 4.15

Income and Levels of Satisfaction

Total
Sl.No. Income Levels of Satisfaction
High Low

1. Up to 1,50,000 0 0 0

2. Above 1,50,000 0 0 0

0 0 0
Total

Table 4.15 shows that out of 0 respondents with high level satisfaction, 0

respondents belong to the income group of Upto Rs.1,50,000 and 0 come under the

category of above 1,50,000. In case of 0 respondents with low level satisfaction 33

respondents belong to the income group of Upto Rs.1,50,000 and 0 respondents come

under the category of above 1,50,000

In order to test the null hypothesis that “There is no significance relationship

between the Income and the level of satisfaction of the respondents”, Chi-square test

has been applied. The results of Chi-square test are presented in table 4.16
 TABLE 4.16

Results of Chi-square Test

(O-E)2
O E O-E (O-E)2 -------
E

0 0 0 0 0

0 0 0 0 0

0 0 0 0 0

0 0 0 0 0

Degrees of Freedom (d.f} = (r-1) (c-1)

= (2-1) (2-1) = 1

Calculated Value of Chi-square = 0

Table value at 5 % level with one d.f = 3.84

Table 4.16 shows that the calculated value of the Chi-square (0) is less than the

table value (3.84) at 5 per cent level with one degree of freedom. It indicates that the

null hypothesis is to be accepted. Hence there is no significant relation between

Income and levels of satisfaction of the respondents.

 4.13 Size of the Family of the Respondents

A family is often predominant in its influence over consumer behaviour.

Family members can be said to be the most influential primary reference group. Thus,

the family operates as an economic unit, earning and spending money. In doing this,

family member must establish individual and collective consumptions, priorities, decide

on products and brands that fulfill their needs, and also decide where these items are to

be bought and how they are to be used in furthering family member’s goals. So size of

family is also taken as one of the personal factor. The size of the family of the

respondents is given in the Table 4.17

TABLE 4.17

Size of the Family wise Classification

Sl.No. Size of the Family Number of Respondents Percentages

1. Below 3 69 69

2 Above 3 31 31

100 100

Total

From the above Table it is understood that out of 100 respondents 69 have

up to three persons in their family and 31 have above three persons in their family.
4.14 Size of the Family and Levels of Satisfaction

The size of the family is one of the factors which influence the levels satisfaction

of the respondents. Table 4.18 shows the relationship between size of the family and

the level of satisfaction of the respondents.

TABLE 4.18

Size of the Family and Levels of Satisfaction

Total
Sl.No. Size of the Family Levels of Satisfaction
High Low

1. Below 3 48 21 69

2. Above 3 18 13 31

66 34 100
Total

It is clear from Table3.18 that out of 66 respondents with high level

satisfaction, 48 respondents have below three and 18 respondents have more than

three members in a family. In case of 34 respondents with low level satisfaction 21

respondents have below three members and rest 13 have above three members in

their family.

In order to test the null hypothesis that “There is no significance

relationship between the size of the family and the level of satisfaction of the

respondents”, Chi-square test has been applied. The results of Chi-square test are

presented in table 4.19

 TABLE 4.19

Results of Chi-square Test

(O-E)2
O E O-E (O-E)2 -------
E

48 45 3 9 0.2

18 58 -04 16 0.72

21 23 -2 4 0.17

13 10 3 9 0.9

1.99

Degrees of Freedom (d.f} = (r-1) (c-1)

= (2-1) (2-1) = 1

Calculated Value of Chi-square = 1.99

Table value at 5 % level with one d.f = 3.84

Table 4.19 shows that the calculated value of the Chi-square (1.99) is more

than the table value (3.84) at 5 per cent level with one degree of freedom. It indicates

that the null hypothesis is to be not accepted. Hence there is significant relation

between size of the family and levels of satisfaction of the respondents.

4.15 Reasons to Use of Samsung Smartphone

Here some of the reasons are given for the purpose of use the Samsung

Smartphone. Table 3.20 shows the reasons for the use of Samsung Smartphone.

TABLE 4.20

Reasons to Use of Samsung Smartphone

Sl.No. Reasons Number of Respondents Percentages

1. WAP 23 23

2. Download files 27 27

3. Just to talk on 18 18

4. it Style 15 15

5. GPRS & Others 17 17

Total 100 100

The Table 4.20 Shows that 15 per cent of the respondents have used for WAP,

27 per cent of the respondents have bought for download files, 18 per cent of the

respondents have bought for just to talk on it, 15 per cent of the respondents have

bought for good style and 17 per cent of the respondents have bought for some other

reasons like company name, GPRS and so on. Majority of them are used for

Download files.
CHART 4.1

Reasons to Use of Samsung Smartphone

35

30

25

20

Percentage
Series1
15

10

0
WAP Download files Just to talk on it Style GPRS & Others
Years
4.16 Influencer for Purchase

Mostly the buyers are purchased the particular brand influenced by some other

persons or any some other motivational factor like advertisement. The following

table presents the influencers for the purchase of Samsung Smartphone.

TABLE 4.21

Influencers for Purchase of Samsung Smartphone

Sl.No. Influencer Number of Respondents Percentages

12
1. Own Decision 12
22
2. Friends and Relatives 22
33
33
3. Advertisements
17
4. Agency 17
13
5. Reputation 13
3
3
6. Others

Total 100 100

The above Table reveals that out of 100 respondents, 12 per cent of the

respondents have opinion that they have purchased Samsung Smartphone because of

their own decision, 22 per cent of the respondents said that their friends influenced in

their purchase, 33 per cent of the respondents said that agency or dealers influenced

in their purchase, 11 per cent of the respondents have opinion that they have

purchased Samsung Smartphone because of the reputation of the company and 03 per
 cent of the respondents said that some other reasons like company name. Majority of

the respondents are coming under advertisement.

CHART 4.2

Influencers for Purchase of Samsung Smartphone

35

30

25

20

Percentage
15 Series1

10

0
Own Decision Friends and
Advertisements Agency Reputation Others
Relatives

Influencers
4.17 Purposes of Purchase of Samsung Smartphone

Every product is having the power to satisfy the needs of the buyer, it will vary

persons to persons. Table 4.22 depicts the purposes of the purchase of Samsung

Smartphone.

TABLE 4.22

Purposes of Purchase of Samsung Smartphone

Sl.No. Purposes Number of Respondents Percentages

1. Office use 46 46

2. Agriculture 06 06

3. Business 35 35

4. Personal Work 13 13

Total
100 100

It could be inferred from the above Table that 46 per cent of the respondents

says for office purpose, 06 per cent of the respondents says for agriculture, 35 per

cent of the respondents says for business purpose, and rest of them are telling for

personal work. Most of them are using for the purpose of office.
CHART 4.3

Purposes of Purchase of Samsung Smartphone

70

60

50

40

Persentage
Series1
30

20

10

0
Office use Agriculture Business Personal Work

Purposes
4.18 Sources of Finance

There are different type of sources are there to purchase the product. Here the

following table presents the sources of finance to purchase the Samsung Smartphone.

TABLE 4.23

Sources of Finance

Sl.No. Sources of Finance Number of Respondents Percentages

1. Own Funds 33 33

2. Borrowed Funds 22 22

3. Both 45 45
100 100

Total

In could be inferred from the Table 4.23 that 33 per cent of the respondents

bought the Samsung Smartphone in their own funds, 22 per cent of the respondents

bought the Samsung Smartphone in borrowed funds, and rest of them purchased for

both own and borrowed funds.

CHART 4.4

Source of Fund

50

45

40

35

30

Percentage 25
Series1

20

15

10

0
Own Funds Borrowed Funds Both
Sources
4.19 Years of Possession of Mobile Phone

In this question have the concept of Mobile phone possessed by the

respondents not only Samsung Smartphone but also others brand of Mobile phone.

The following table gives the years of possession of Mobile phone.

TABLE 3.24

Years of Possession of Mobile Phone

Sl.No. Years of Possession Number of Respondents Percentages

1. Less than 2 Years 34 34

2. 2 to 4 44 44

3. 4 to 6 18 18

4. Above 6 Years 04 04

Total
100 100

Table 4.24 shows that out of 100 respondents, 34 respondents possessed less

than two years, 104 respondents possessed two to four years, 18 respondents

possessed four to six years, and 04 respondents possessed more than six years.
CHART 4.5

Years of Possession of Mobile Phone

45

40

35

30

25
Percentage
Series1
20

15

10

0
Less than 2 Years 2 to 4 4 to 6 Above 6 Years
Years
4.20 Years of Possession of Samsung Smartphone

In this question have the concept of Samsung Smartphone possessed by the

respondents only Samsung Smartphone. The following table gives the years of

possession of Samsung Smartphone.

TABLE 4.25

Years of Possession of Samsung Smartphone

Sl.No. Years of Possession Number of Respondents Percentages

1. Less than 6 months 45 45

2. 6 months to one year 33 33

3. one year to two years 19 19

4. Above two Years 03 03

Total
100 100

Table 4.25 infers that out of 100 respondents, 45 respondents possessed

Samsung Smartphone less than 6 months, 33 respondents possessed Samsung

Smartphone 6 months to one year, 19 respondents possessed Samsung Smartphone

one year to two years, and 03 respondents possessed Samsung Smartphone more than

two years.
CHART 4.6

Years of Possession of Samsung Smartphone

50

45

40

35

30

Percentage 25
Series1

20

15

10

0
Less than 6 months 6 months to one year one year to two years Above two Years
Years
4.21 Number of Hours that the Respondents Used in a Day

This question is asked for the purpose of number of hours the respondent has

used the Samsung Smartphone in a day. Table 4.25 shows number of hours the

respondent has used the Samsung Smartphone in a day.

TABLE 4.26

Number of hours that the Respondents used in a Day

Sl.No. Number of hours Number of Respondents Percentages

1. Half an hour 50
50
2. Half to one hour 25
25
3. One hour to Two hours 20
20
4. One hour to Two hours 05
05
Total
100 100

Table 4.26 shown that out of 100 respondents, 50 per cent of the respondents

used half an hour, 25 per cent of the respondents, used Half to one hour, 8 per cent of

the respondents used One hour to Two hours and rest 5 per cent of the respondents

used One hour to Two hours. Majority of them comes under the Half to one hour.
CHART 4.7

Number of hours that the Respondents used in a Day

60

50

40

Percentage 30
S
e

20

10

0
Half an hour Half to one hour One hour to Two hours One hour to Two hours
Number of hours
4.22 WEIGHTED ARTHMETIC MEAN FOR RANKING

In order to rank the factor influencing the users in purchase of Samsung

Smartphone by the customer weighted arithmetic mean has been applied.

Table 4.27

WEIGHTED ARTHMETIC MEAN FOR RANKING

REASONS INFLUENCING THE CUSTOMERS IN USE OF SAMSUNG

SMARTPHONE

Sl.No Factors Scores Total

1 Advertisement 40 30 22 08 - - - - - - 100
Recommended
2 by Friends 35 35 30 - - - - - - - 100

3 Appearance 15 30 40 10 05 - - - - - 100

100
4 Price - 5 - 30 20 10 05 - 15 15
100
5 Resale Value - - - 25 20 15 10 10 05 15

6 Quality - - - 05 20 30 20 05 10 10 100

100
7 Brand Image 05 - - 10 15 20 20 05 15 10
100
8 Functions 05 - - 10 10 20 05 30 15 05

9 Services - - - 05 - 10 35 30 10 10 100

100
10 Others - - - 05 05 05 10 30 25 20
100 100 100 100 100 100 100 100 100 100
Total
 The different factors were ranked in the order of reasons

influencing the users in purchase of Samsung Smartphone

In order of rank the influencing the users in purchase of Samsung Smartphone by

the consumer weights were given.

The weighted Arithmetic mean was formed out by using the following scores.

I Rank = 10 points

II Rank = 9 points

III Rank = 8 points

IV Rank = 7 points

V Rank = 6 points

VI Rank = 5 points

VII Rank = 4 points

VIII Rank = 3 points

IX Rank = 2 points

X Rank = 1 point

On the basis of the points given and ranks obtained, the total score of each brand

was calculated. The total score thus derived was divided by the total number of

customer factor for each to arrive at the mean score. Among the ten factors given in the

schedule, the one which scored the highest mean score was identified as the reasons

influencing the users in purchase of Samsung Smartphone weighted arithmetic mean are

as follows.
Advertisement

(40 x 10) + (30x9) + (22x8) + (8x7) 902

= = 9.02
100 100

Recommended by Friends

(35x10)+ (35x9) + (30x8) 905

= 9.05
100 100

Appearance

(15x10) + (30x9) + (40x 8) + (10x7) + (5x6) 840

= = 8.40
100 100

Price

(5x9) + (30x7) + (20x6) + (10x5) + (5x4) + (15x2) + (15x1) 490

= = 4.90
100 100

Resale value

(25x7) + (20x6) + (15x5) + (10x4) + (10x3) + (5x2) + (15x1) 465

= = 4.65
100 100
Quality

(5x7) + (20x6) + (30x5) + (20x4) + (5x3) + (10x2) + (10x1) 430

= = 4.30
100 100

Brand Image

(5x10) + (10x7) + (15x6) + (20x5) + (20x4) + (5x3) + (15x2) + (20x1) 445

= = 4.45
100 100

Functions

(5x10) + (10x7) + (10x6) + (20x5) + (5x4) + (30x3) + (15x2) + (5x1) 425

= = 4.25
100 100

Services

(5x7) + (10x5) + (35x4) + (20x3) + (10x2) + (10x1) 315

= = 3.15

100 100

Others

(5x7) + (5x6) + (5x5) + (10x4) + (30x3) + (25x2) + (20x1) 414

= = 2.58
100
110
 Reasons influencing the Users purchase of Samsung Smartphone were ranked on

the basis of the mean score given in table

Table 4.28

Weighted Arithmetic Mean Score

Sl.No Factors Weighted Arithmetic Mean

1 Advertisement 9.02

2 Recommended by Friends 9.05

3 Appearance 8.40

4 Price 4.90

5 Resale Value 4.65

6 Quality 4.30

7 Brand Image 4.45

8 Functions 4.25

9 Services 3.15

10 Others 2.90

Above table shows the arithmetic mean, which is the factors influencing users in

purchase of Samsung Smartphone. The first rank goes to advertisement and it is followed

by Recommended by friends, Appearance, Prices, Resale value, Quality, Brand Image,

Functions, Services and Others.

4.23 CONCLUSION

To find the relationship between the personal factors and level of satisfaction

Chi-squire test have been applied. For that the personal factors namely age, educational

qualification, marital status, size of the family and number of members in the family,

occupation and income have taken. Out of this, marital status have relationship with the

levels of satisfaction and age, educational qualification and number of members in the

family, occupation, size of the family and income have no relationship with the levels of

satisfaction. The respondents are ranked I to X according to their personal view. the has

highest mean score by respondents to purchase has the Samsung Smartphone, second

rank to more mileage and third rank to new attractive model.

 CHAPTER V

FINDINGS, SUGGESTIONS AND CONCLUSION

5.1 INTRODUCTION

Mobile phone is a wonderful invention and there are several advantages to cell

phones. It has changed the way, society thinks, operates and communications. One

advantage of cell phones is that it allows its users the advantage of a wider opportunity to

communicate by a principal cell frequency reuse.

Mobile phones have great influence in everyday life and are convenient to have

around. It is a faster and more effective way to transfer information. Cell phones have

played a vital role in bringing the world closer together.

The first phone was developed by Alexander Graham Bell out of wooden stand, a

funned a cup of acid and copper wire. The concept of wireless telephones came in the

mid 1940’s after II world war. In 1979 the first commercial cellular telephone system

began operation in Tokyo. Today there are over sixty million cellular phone users,

creating about $30 billion in annual revenues.

5.2 SUMMARY OF FINDINGS

5.2.1. out of 100 respondents 48 per cent of the respondents of Samsung

Smartphone fall under the age group of up to 25 years, 16 per cent of the respondents

under the age group of 26 to 35,26 per cent of the respondents under the age group of 36

to 45. The rest 19 per cent of the respondents come under the age group of above 45

years.

5.2.2. out of 100 respondents 58 per cent of the respondents are married and the

remaining 42 per cent are unmarried.

5.2.3. out of 100 respondents eight respondents are 7 illiterate, 22 respondents are

completed higher secondary, 32 respondents are completed under graduate, 17

respondents are completed post graduate, 14 respondents are completed professional

courses and 8 respondents are completed other course like diploma and certificate

course.

5.2.4. out of 100 respondents 81 per cent of the respondents are

students, 7 per cent in teaching, 9 per cent are house wives, 24 per cent are doing

business, 20 per cent are government employees and rest of them 22 per cent are private

employees.

5.2.5. out of 100 respondents 91 respondents have income below 50,000,

followed by the income group of between 50,001 to 1,00,000 forming 9 respondents

.The respondents earning between Rs.1,00,001 to 1,50,000 form 0 respondents , 0 are

earning between 1,50,001 to 2,00,000 and 0 are earning more than 2,00,000.

5.2.6. out of 100 respondents 69 have up to three persons in their family and 31

have above three persons in their family.

 5.2.7. 15 per cent of the respondents have used for WAP, 27 per cent of the

respondents have bought for download files, 18 per cent of the respondents have bought

for just to talk on it, 15 per cent of the respondents have bought for good style and 18 per

cent of the respondents have bought for some other reasons like company name, GPRS

and so on. Majority of them are used for Download files.

5.2.8. out of 100 respondents, 12 per cent of the respondents have opinion that

they have purchased Samsung Smartphone because of their own decision, 22 per cent of

the respondents said that their friends influenced in their purchase, 33 per cent of the

respondents said that agency or dealers influenced in their purchase, 17 per cent of the

respondents have opinion that they have purchased Samsung Smartphone because of the

reputation of the company and 03 per cent of the respondents said that some other

reasons like company name. Majority of the respondents are coming under

advertisement.

5.2.9. 46 per cent of the respondents says for office purpose, 6 per cent of the

respondents says for agriculture, 35 per cent of the respondents says for business

purpose, and rest of them are telling for personal work. Most of them are using for the

purpose of office.

5.2.10. 33 per cent of the respondents bought the Samsung Smartphone in their

own funds, 22 per cent of the respondents bought the Samsung Smartphone in borrowed

funds, and rest of them purchased for both own and borrowed funds.

5.2.11. out of 100 respondents, 34 respondents possessed less than two years, 44

respondents possessed two to four years, 18 respondents possessed four to six years,

and 04 respondents possessed more than six years.

 5.2.12. out of 100 respondents, 45 respondents possessed Samsung Smartphone

less than 6 months, 33 respondents possessed Samsung Smartphone 6 months to one

year, 19 respondents possessed Samsung Smartphone one year to two years, and 03

respondents possessed Samsung Smartphone more than two years.

5.2.13. out of 100 respondents, 50 per cent of the respondents used half an hour,

25 per cent of the respondents, used Half to one hour, 20 per cent of the respondents

used One hour to Two hours and rest 5 per cent of the respondents used One hour to

Two hours. Majority of them comes under the Half to one hour.

5.2.14 To find the relationship between the personal factors and level of

satisfaction Chi-squire test have been applied. For that the personal factors namely

age, educational qualification, martial status, size of the family and number of

members in the family, occupation and income have taken. Out of this, marital status

have relationship with the levels of satisfaction and age, educational qualification and

number of members in the family, occupation, size of the family and income have no

relationship with the levels of satisfaction.

5.2.15 The first rank goes to advertisement and it is followed by Recommended

by friends, Appearance, Prices, Resale value, Quality, Brand Image, Functions,

Services and Others.

5.3 SUGGESTION

Market challenges Indian Smartphone market is an emerging market;

There are many Smartphone companies that are targeting Indian as their market.

Some of the international companies are Samsung, Apple, Sony Nokia, LG etc. the

market share of international brand are decreasing as local brands like Micromax and

Karbonn are launching Smartphone with android operating systems and large screen at

very low price compare to the international brands. For example Canvas 4 by Micromax

is a Smartphone with android 4.3, quad-core processor and has 13 MP camera with a 5

inch screen; it was launched at in India below INR 19000 as the Smartphone with same

features in international brand like Samsung, Apple or Sony is around INR 40000. The

sales of local brands are increasing as Micromax market share was 5.6% in 2012 and in

2013 it was 22.7% (Times, 2014). The following suggestion given to the Samsung

Smartphone for its development by the customers,

1. The rate of spare parts should be reduced.

2. The price of the model can be minimized to capture more customers.

3. Some other new facilities should be implemented like other companies

namely like IPhone, Sony, Nokia and Blackberry.

4. The different model should be introduced in different style.

5. Samsung service center should be opened in the city those were people highly

residing.

6. More offers can be introduced to attract all levels of people in the society.

7. There is in need of many Service centers in Chengalpattu District.

8. There is in need of many Samsung showrooms.

9. There is in need of many Service center along with many employees.

5.4 CONCLUSION

Smartphone technology is penetrating world markets and becoming abundant in

most of the environment settings of the human beings. In the study the researcher has

made an attempt to study the satisfaction of mobile users. The mobile users have been

approached and obtained for data analysis. If the above mentioned suggestion are

implemented by the Samsung then there by the consumer satisfaction can be interested to

the maximum. The research revealed that while users initially believed the mobile

devices would improve their ability to perform well. The researcher recommended for

further studies to the future researchers.

1. A Study on Customer Awareness about the Samsung Smartphone with Special

Reference to Chengalpattu district.

2. A Study on Service satisfaction towards Samsung Smartphone.

3. A Study on Dealers Satisfaction towards Samsung Smartphone.

BIBLIOGRAPHY

WEBSITE

1. Gartner.com, (2012), http://www.gartner.com/technology/house.jsp

2. IDC.com, (2012), http://www.idc.com/prodserv/idc_cloud.jsp

3. Mackenzie, D.L.,& Hickman, L.J(2006), “What works in corrections”,

Cambridge: Cambridge University Press.

4. Cassvoy, L. (2013), “Smartphone Basics”, Retrieved from

cellphones.about.com/od/smartphonebbasics//what_is_smart.htm

5. Www.Samsungmodelimage.Com

6. Www.Samsung.Co.In

7. Www.Samsungonlineproject.Com

BOOKS

1. Marketing Management, V.S.Ramanathan & S.Ramakumar) Himalaya Publishers

2. Kothari C.R. Research Methodology

3. Michell, Tony (2010). Samsung Electronics: And the Struggle For Leadership of

the Electronics Industry. John Wiley & Sons

APPENDIX –A
A STUDY ON CUSTOMER SATISFACTION TOWARDS SAMSUNG
SMARTPHONE WITH SPECIAL REFERENCE TO CHENGALPATTU
DISTRICT.

(Questionnaire for Samsung Smartphone)

I PERSONAL DATA

1.1 Name (optional)

1.2 Age

1.2.1. Up to 25

1.2.2. 26 - 35

1.2.3. 36– 45

1.2.4. Above 45 years

1.3. Marital status

1.3.1. Married

1.3.2 Unmarried

1.4. Educational Qualification

1.4.1. Illiterate

1.4.2. Up to HSE

1.4.3. Under Graduate

1.4.4. Post Graduate

1.4.5. Professional

1.4.6 .Others (specify)

1.5 Occupation

1.5.1Student

1.5.2 House wife

1.5.3Business

1.5.4 Govt. Employee

1.5.5 Private Employee

1.5.6 Others (specify)

1.6 Income

1.6.1. Below 50,000

1.6.2. 50,001 to 1,00,000

1.6.3. 1,00,001 to 1,50,000

1.6.3. 1,50,001 to 2,00,000

1.6.4. More than 2,00,000

1.7. Number of members in your family

1.7.1. Below 3 Members

1.7.2. Above 3 Members

II GENERAL DETAIL

2.1. Which factor influenced you to use Samsung Smartphone?

2.1.1. WAP

2.1.2. Download files

2.1.3. Just to talk on it

2.1.4. Style

2.1.5. GPRS & Others (specify)

2.2 Who recommended the Samsung Smartphone to you?

2.2.1. Own Decision

2.2.2. Friends and Relatives

2.2.3. Advertisement

2.2.4. Agency

2.2.5. Reputation

2.2.6. Others (specify)

2.3 What is the purpose of purchasing the Samsung Smartphone?

2.3.1. Go to office

2.3.2. For Agriculture

2.3.3. For Business

2.3.4. For personal work

2.4 Sources of finance

2.4.1. Own funds

2.4.2. Borrowed funds

2.4.3. Both

2.6 For how many years you are having Mobile phone

2.6.1. Less than 2 years

2.6.2. 3-4 years

2.6.3. 5-6 years

2.6.4. Above 6 years.

2.7 How long do you this Samsung Smartphone

2.7.1 Less than 6 months

2.7.2. 6 months to One year

2.7.3. one year to Two years

2.7.4 More than 2 years

2.8 How many hours you normally used in a day

2.8.1.Half an hour

2.8.2 Half to One hour

2.8.3 One hour to Two hours

2.8.4 More than Two hours

III RANK THE FACTORS

Why you like Samsung Smartphone?

Sl.No. Factors Rank

3.1 Advertisement

3.2 Appearance

3.3 Price

3.4 Functions

3.5 Quality

3.6 Service

3.7 Brand Image

3.8 Recommended by Friends

3.9 Others

3.10 Resale value

IV Levels of Satisfaction

1. Satisfied (S)

2. Highly satisfied (HS)

3. Neither satisfied nor dissatisfied (NSND)

4. Dissatisfied (DS)

5. Highly dissatisfied (HD)

Sl.No. Particulars S HS NSND DS HD
1 Smartphone are more fashionable,
stylish and trendy
2 Smartphone has good integration
of wide range of functions and
services.
3 Smartphone bigger screen and full
keyboard make different functions
easier to use.
4 Price is the important factor when
purchasing Smartphone.
5 I compare prices of others
Smartphone’s brands and store
brands I choose one.
6 I buy Smartphone because they are
worth to use regarding with their
prices & usage quality.
7 Smartphone is compatible and fit
with my needs.
8 Smartphone is fit with my habits
of using mobile phones.
9 Smartphone can fulfill my wants
And needs in current life.
10 Friends and family are very
helpful to me in making decision
Of buying Smartphone.
11 Friends and family give me
valuable advice when I buy a
Smartphone.
12 I will purchase a Smartphone
 because my friends and family
Recommend to me.
13 I search for information about
Smartphone from time to time.
14 Purchasing of Smartphone is
Beneficial for my daily life.
15 I willing recommend my friend to
buy Smartphone.

V Problems VI Suggestions
6.1 7.1
6.2 7.2
6.3 7.3
6.4 7.4
6.5 7.5