CHAPTER – I

INTRODUCTION AND DESIGN OF THE STUDY

1.1 INTRODUCTION

In researching satisfaction, firms generally ask customers whether their product or service
has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction.
When customers have high expectations and the reality falls short, they will be disappointed
and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for
example,might receive a lower satisfaction rating than a budget model – even though its
facilities and service would be deemed superior in “absolute” terms. There is a substantial
body of empirical literature that establishes the benefits of customer satisfaction for firms.

Customer satisfaction survey is the process to monitor the satisfaction quotient of their
people. In customer satisfaction surveys therefore tracks the return on your investments in
keeping your people happy, high salaries, a quality culture, a healthy work environment.
Last ,but not the least customer satisfaction survey helps in finding the critical areas, which
need further improvement.

In general, satisfaction is a person's feeling of pleasure or disappointment resulting from

comparing a product's received performance or outcome in relation to his or her expectations.
If the performance falls short of expectation, the customer is dissatisfied. If the performance
matches the expectations, the customer is satisfied. If the performance exceeds his or her
expectation, the customer is delighted.

1.2 STATEMENT OF THE PROBLEM

The reason for customer satisfaction of Redmi mobile was evaluated by getting feedback

from the customers and findings. The study would help the company to improve the sales /

marketing of redmi mobile.

1.3 OBJECTIVES OF THE STUDY

1. To know about the customer satisfaction towards redmi mobile.

2. To know about the customer views and opinions about the redmi mobile.

3. To suggest measures to improve the sale of redmi mobile.

4. To know about the services offered by the redmi mobile.

1.4 SCOPE OF THE STUDY

1. The study is undertaken with a view to study the customer satisfaction towards redmi
mobile in Erode Town only.

2. It is an interesting and significant for conducting research.

3. The study made on the topic of customer satisfaction will reveal the factor of feelings of

the customer.

4. This report is useful to the management of the company to know the satisfaction level of

customer and they can take measures to increase productivity.

5. This report may be useful to the management student for reading and may be useful in

preparing their report on the customer satisfaction in business concerns public organization
etc.

1.5 NEED AND IMPORTANCE OF THE STUDY

A key premise in customer satisfaction is understanding the needs and meeting or exceeding
the expectations of customers. Moreover, this is done while optimally using resources.While
most companies have developed strategies to improve quality and external customer service,
customer satisfaction is a much neglected component of quality improvement. To this end, it
is important to emphasize that total customer satisfaction can work together and assist each
other to achieve the common objectives, when the customer isn't satisfied. Relationships with
the external customer suffer. So, it is suggested to adopt customer oriented approach to keep
the customer satisfied and motivated, who in turn will focus their attention and energy upon
meeting the requirements of their customers, there by maximizing the customers, there by
maximizing the customer satisfaction.

1.6 RESEARCH METHODOLOGY

Research methodology is a way to study a problem systematically and scientifically. In it

we study the various factors causing the problem along with the logic behind them. It is

necessary for the researcher know not only the research method or technique but also the

methodology.

Primary Data

The primary data were collected through a questionnaire to analyze the customer

satisfaction towards redmi mobile.

Secondary Data

The Secondary data were collected from books, websites, reports and pamphlets.

Research Design

The Research design adopted for this study is one of the “descriptive” in the nature.

Sampling Method

The sampling method adopted for this study is “convenience sampling”.

Sampling Size

To measure the customer satisfaction towards Redmi mobile sample “90 customers” were

selected for this study.

1.7 PERIOD OF THE STUDY

The study covers the periods three months from the respondents during December 2022

to February 2023
1.8 LIMITATIONS OF THE STUDY

1. Information collected from the respondents is considered for analysis. The respondents

may be biased to their mobile.

2. Lack of co-operation and mis-leading answer from some sample of respondents.

3. Since the present study is limited to the customer of Erode town. The findings as may not

be extrapolated to other area.

4. The study is based upon the prevailing customer satisfaction. The customer satisfaction

may be modified according to time, fashion, technology, development, etc.

1.9 CHAPTER SCHEME

The following is the chapter scheme of the study.

Chapter – I

The first chapter present Introduction and design of the study, Statement of the problem,

Scope of the study, Objectives, Methodology and Limitations of the study and Chapter
Schemes.

Chapter – II

The second chapter deals with company profile.

Chapter – III

The third chapter presents data analysis and interpretation.

Chapter – IV

This chapter highlights the summary of findings and suggestions to attract the users of

Redmi mobile .

Chapter – VThis chapter deals with the conclusion of the study.

Chapter – V

This chapter deals with the conclusion of the study

CHAPTER-2

REVIEW OF LITERATURE

.
 CHAPTER-2

REVIEW OF LITERATURE

In order to have better understanding about the present study in its proper

Perspective, it has undertaken to present the corresponding studies through review of

what has already been done in the field.

1. Shakir Hafeez and S.A.F. Hasnu (2017) in their article titled, “Customer

satisfaction for cellular Phones in Pakistan: A Case Study of Mobil ink” have studied

that Customer satisfaction is a crucial element for the success of all businesses. One

of the biggest challenges for a market is how to satisfy and retain the customers.

Overall customer satisfaction and customer loyalty is comparatively low among the

consumers. The customer loyalty in mobile sector is relatively low because it is an

emerging industry.

2. T.Kavipriya and P.Renugarajan (2018) in their article, “User’s Level of

Satisfaction with mobile phone service providers- with Special Reference to Tirupur

District, Tamil Nadu” has point out in recent the demand for mobile phone is

increasing. Though cell phone industry has its origin in the recent past and growth

has been excellent. And the market for cell phone has become very competitive. The

finding of the study to market their services, every company is adding many new

features. Day by-day, many new competitors enter the market with new attractive

schemes, to rule the market so always the customers should be aware.

3. Vipan Bansal and Bindu Bansal (2020) have studied the customer satisfaction of

Mobile phone service users operating in Malwa Punjab”. This paper is used to trace

the reason for purchasing mobile phones and usages of mobile phone applications.

This study revealed that SMS is the most widely used Valued Added Service. The

results revealed that most of the respondents were satisfied with their current service

provider, show maximum willingness for shifting to Airtel.

4. Dr.T.N.R.Kavitha and Mr.R Mohana Sundaram (2017) in their study entitled “A

Study on Customer Satisfaction towards Samsung Mobile Phone in Erode City”. This

paper carried out with an objective to determine the consumer preference and

satisfaction. This paper concentrated on one particular mobile phone brand called

Samsung and its Price, quality, color and satisfaction level. The findings of the study

are all customers are satisfied with after sale services of Samsung mobile brand.

5. Singh (2021) conducted a mobile phone satisfaction survey in Punjab with a

sample of size of1000 respondents. The seven major parameters Viz. convenience,

responsiveness, reliability, tangible, assurance, network quality and economy were

studied. Findings of the study are 9 availability of modern equipment, timely delivery

of bills, fulfilling the needs of the customer, ease of understanding of schemes and

offering.
REFERENCES

1. Shakir Hafeez and S.A.F Hansu (2017) "customer satisfaction for cellular

phones in Pakistan.

2. T.Kavipriya and P.Renugarajan (2018) "user's level of satisfaction with

mobile phones service providers "

3. Vipan Bansal and Bindu Bansal (2020) "customer satisfaction of Mobile phone

Service users operating in Malwa Punjab"

4. Dr.T.N.R.Kavitha and Mr.R.Mohana Sundaram (2017) "A Study on

Customer satisfaction towards Samsung towards Samsung Mobile Phone

In Erode City.

5. Singh (2021) “mobile phone satisfaction survey in Punjab”

 Chapter-III

COMPANY PROFILE

ABOUT REDMI

Redmi is a sub-brand owned by the Chinese electronics company Xiaomi. It was first

announced in July 2013 as a budget smart phone line, and became a separate sub 24

brand of Xiaomi in 2019 with entry-level and mid-range devices, while Xiaomi itself

produces upper-range and flagship Mi phones.

Redmi phones use the Xiaomi's MIUI user interface on top of Android. Models are

divided into the entry-level Redmi, the mid-range Redmi Note, and the highend RedmiK.

In addition, the unrelated Mi A Android One series is also positioned in

the similar market segment with Redmi devices, despite being part of the upper-range

Xiaomi Mi lineup. The most significant difference from other Xiaomi smart phones

is that they use less-expensive components and thus have lower prices while retaining

higher specifications. In August 2014, The Wall Street Journal reported that in the

second quarter of the 2014 fiscal year, Xiaomi had a market share of 14% of smart

phone shipment rankings in China .Redmi sales were attributed as a contributing

factor toward this gain in shipment rankings.

HISTORY

2013

The first Redmi phone Redmi 1, released in 2013, was first launched on Xiaomi's

website, with consumer sales beginning on 12 July 2013.

2014

On 13 March 2014, Redmi announced that their phones had been sold out in

Singapore alone, eight minutes after being made available to buy on Xiaomi's

website. Criticism regarding the release of Redmi phones included the notion that the

firm may be exaggerating its sales by releasing them in small batches, causing them

to quickly sell out.

On 4 August 2014, The Wall Street Journal reported that in China's smart phone

market, Xiaomi overtook Samsung in the second-quarter of the 2014 fiscal year with

a 14% market share in smart phone shipment rankings, while Samsung had a 12%

market share during this time. Yulong and Lenovo both had a 12% market share

during this time. Redmi sales were attributed as contributing to Xiaomi's increased

shipment rankings in the smart phone market. Conversely, in the first-quarter of

2014, Xiaomi held a 10.7% market share.

2015

The Redmi Note 3 launched on 24 November 2015 unlike its predecessor, it does not

have a user-changeable battery or micro SD slot. It uses the MediaTek Helio X10

Octa-core 2.0 GHz Cortex-A53 SOC with the Power VR G6200 GPU.
2016

In July 2016, the actors Liu Shishi, Wu Xiubo and Liu Haoran became the first

ambassadors of the Redmi series in China.Redmi Pro has appeared as Pro lineup in

Redmi series.

On 25 August 2016, Xiaomi unveiled the Redmi Note 4, powered by MediaTek's

Helio X20 deca-core processor clocked at 2.1 GHz. The device has 2 GB RAM and

16 GB of internal storage. It has a 5.5-inch Full-HD display and a 13 MP rear camera

and 5 MP front camera. It runs on Android 5.1 Lollipop and is powered by a 4,100

MAH battery.

In November 2016, Xiaomi released its new budget phone, Redmi 4. It has a

polycarbonate body, dual-SIM support and runs on MIUI 8 based on Android 6.0.1

Marshmallow. The Redmi 4 has a 5-inch 720x1280 pixels display, is powered by a

1.4 GHz octa-core processor, and has 2GB of RAM.

2017

In January 2017, the Xiaomi Redmi Note 4x based on Qualcomm Snapdragon 625

Chipset became the company's first major launch of 2017. It is an upgraded version

of the previously released Redmi Note 4 based on the MediaTek Helio X20 chipset.

The device is known as Redmi Note 4 in regions where the original Redmi Note 4

was not released.

In December 2017, Xiaomi unveiled the Redmi 5 and 5 Plus. They are the first

phones in the Redmi series with an 18:9 screen aspect ratio. The EU release was set

to January 2018 and prices were set to €170 for the Redmi 5 and €215 for the Redmi

5 Plus.
2018

In February 2018, Xiaomi unveiled the Redmi Note 5 and Note 5 Pro. They are the

first phones from Xiaomi to feature facial recognition. In May 2018, Xiaomi unveiled the
Redmi S2.

In June 2018, Xiaomi unveiled the Redmi 6, 6A and 6 Pro. The Redmi 6 Pro is the

first phone in the Redmi series with a notch similar to the iPhone X and a 19:9 screen

aspect ratio.

In September 2018, Xiaomi unveiled the Redmi Note 6 Pro. It is the first phone in the

Redmi series with four cameras (two cameras on the front and two cameras on the

back) and constructed using 6000 series aluminium.

2019

In January 2019, Xiaomi officially announced Redmi to be a separate sub-brand,

distinct from Xiaomi.

On 10 January 2019, Redmi unveiled the Redmi Note 7 and Note 7 Pro, the first

phones in the Redmi series with a 48-megapixel rear camera. The Note 7 has a

Samsung GM1 image sensor, and the Note 7 Pro has a Sony IMX586 48MP image

sensor. The Note 7 is powered by the Qualcomm Snapdragon 660 Octa-Core

Processor clocked at 2.2 GHz, and the Note 7 Pro has an 11 nm Qualcomm

Snapdragon 675 Octa-Core Processor clocked at 2.0 GHz. The Note 7 is available

with 3GB RAM with 32GB storage, 4GB RAM with 64GB storage and 6GB RAM

with 64GB storage. It has a 4,000mAh battery with Quick Charge 4.0. The Redmi

Note 7 series of smart phones is one of the best-selling Redmi phones; over 20

million devices were sold in the 7 months from their introduction.

 The Redmi K20 and K20 Pro (also marketed as the Mi 9T) are Redmi's first foray

into the flagship market. The phone was launched along with the Redmi 7A in China

on May 28. The K20 Pro is powered by the flagship Snapdragon 855 processor while

the K20 is powered by the newly released Snapdragon 730 and Redmi 7A is a less

expensive phone with Snapdragon 439. Redmi Note 8 and Note 8 Pro were launched

on August 29, and Redmi 8 and 8A were announced in October 2019.

After emerging as a sub-brand of Xiaomi, Redmi employed the same Smartphone

&dual core strategy as Xiaomi, and branched out to different product categories such

as smart TVs, notebook PCs. Xiaomi also forayed into home appliances such as

washing machine, and products such as luggage

2020

On 7 January, Redmi unveiled the Redmi K30 5G, it being Redmi's first 5G handset

available in the market. The K30 is powered by the flagship Snapdragon 765G, an

Octa-Core Processor clocked at 2.4 GHz. The K30 features a LCD display punch

hole camera cutout with 120 Hz refresh rate.

In March, Redmi unveiled the Redmi Note 9 Pro and Redmi Note 9 Pro Max in

India. Both handset models are powered by the Snapdragon 720G, an Octa-core

Processor clocked at 2.2 GHz. The Redmi Note 9 Pro features a 48MP quad camera

rear setup and 18W fast charge, while the Redmi Note 9 Pro Max features a 64MP

quad camera rear setup and 33W fast charge. In the same month, Redmi introduced

the Redmi Note 9S to the global market, rebranded from the Indian Redmi Note 9
Pro, both featuring identical design and specifications. Redmi introduced the Indian

Redmi Note 9 Pro Max rebranded as the Redmi Note 9 Pro to the global market in

May, both featuring identical design and specifications.

On March 24, Redmi unveiled the Redmi K30 Pro. The Redmi K30 Pro has a Sony

IMX686 64MP sensor. The K30 Pro is powered by the flagship Snapdragon 865, an

Octa-Core Processor clocked at 2.84 GHz. The Redmi K30 Pro is available with

6GB RAM with 128GB UFS 3.0 storage, 8GB RAM with 128GB UFS 3.1 storage

and 8GB LPDDR5 RAM with 256GB UFS 3.1 storage.

Redmi introduced a massive 98" Redmi TV MAX at a price of RMB 19,999 which

undercuts the massive screen LCD TV market.

On 26 May, Redmi unveiled the Redmi 10X Series, featuring the Redmi 10X Pro 5G,

Redmi 10X 5G and Redmi 10X 4G. Both the Redmi 10X Pro 5G and Redmi 10X 5G

features the MediaTek Dimensity 820, a 7 nm Octa-core Processor clocked at

2.6 GHz. Redmi 10X 4G features the MediaTek Helio G85, clocked at 2.4 GHz.

Along with the introduction of the Redmi 10X Series, Redmi also introduced the

Redmi TV X-series, offering big-screen TV at excellent value. Redmi also unveiled a

range of notebook PCs featuring AMD Ryzen on the same day.

2021

The Redmi Note 10 Lite is an affordable smartphone from the brand. It comes with a 6.67-

inch IPS LCD panel offering a Full HD+ resolution of 1,080 x 2,400 pixels. Under the hood,

the smartphone drives powers from the Snapdragon 720G chipset processor. At the front, It

features a 16-megapixel front-facing shooter and a quad-camera setup. It has a 48-megapixel

main camera, 8-megapixel ultra-wide lens, 5-megapixel macro camera and 2-megapixel

depth sensor. The smartphone has a 5,020mAh battery that supports 18W fast charging.

Furthermore, the smartphone comes in four colours such as Interstellar Black, Glacier White,

Champagne Gold, and Aurora Blue. The base variant has 4GB RAM + 64GB storage, which

goes up to 4GB RAM + 128GB and 6GB RAM + 128GB for the higher models.

The Redmi 9i Sport and 9A Sport are essentially the same smartphones with different RAM

and storage configurations. Both the smartphones come with identical specs including a 6.53-

inch HD+ display, Helio G25 chipset, and a 5,000mAh battery. At the front, the smartphone

features a 5-megapixel front-facing shooter and a 13-megapixel single setup camera at the

back. The Redmi 9i Sport and 9A Sport derive power from a 5,000mAh battery and support

10W charging. Both smartphones come with additional features such as P2i coating for

splash resistance, rubberised seals, and corrosion-proof ports. The smartphone comes in four

colour options as Interstellar Black, Glacier White, Champagne Gold, and Aurora Blue.
2022

The Xiaomi Redmi 10 2022 edition is a compact cluster of brilliant specs, for the users to get

going. Most importantly, an 18W Fast Charging equipped battery layout and fingerprint

sensor available within seals the deal.

Corning Gorilla Glass protected FHD+ front screenQuad AI Camera setup on the rear

side8MP Camera on the front side4GB RAM 18W Fast Charging enabled batteryMediaTek

Helio G88 chipset Expandable internal memory Sidewise fingerprint sensor Adaptive Sync

NFC Support.

Xiaomi Redmi 10 Prime 2022 was launched in India on May 28, 2022 (Official) at an

introductory price of Rs 12,999 and is available in different color options like Astral White,

Bifrost Blue, Phantom Black. In addition to this, the mobile measures 161.9 mm x 75.5 mm x

9.6 mm; and weighs around 192 grams. The mobile from Xiaomi features 6.5 inches (16.51

cm) display that has a resolution of 1080 x 2400 Pixels.

New addition to the Xiaomi 10 prime over last year's 11 series phones is improved video

recording, with automatic subject tracking and superior electronic image stabilization. And as

is the case in recent Xiaomi flagships, the 12 Pro has some of the best speakers and haptic

engines around.
2023

Xiaomi 12 Pro our favorite phone from the company right now for a multitude of reasons.

The Pro has a great-looking 6.73-inch display, super-fast 120W charging, a sleek finish, and a

trio of awesome 50MP cameras - all that in a device that, in some regions, undercuts similar-

spec rivals.

With powerful performance too, this handset is great for gamers, photographers and

entertainment fans alike. And, it's very easy to recommend over 2021's Mi 11 or the non-Pro

Xiaomi 12.

the handset has no IP rating, though it does have some waterproofing and dustproofing

measures. Its software is also a little bloated, and we found its camera wasn't fantastic at

zooming (being limited to 2x optical zoom). But other than those small issues, this is a top

device.

The Xiaomi 12 Pro is the newest phone on this list and has a newer/better SoC than the

Xiaomi 11 Ultra, but it will have to settle for the runner up spot because the Ultra phone still

has a more capable camera system thanks to that Periscope zoom lens and nearly 1-inch main

camera sensor.

That's not to say the Xiaomi 12 Pro's cameras are bad -- they're really good, with a 50MP

Sony IMX707 main camera with a large 1/1.28-inch sensor and a 50MP ultra-wide lens too.

Whether it's day or night, the Xiaomi 12 Pro pumps out images with excellent HDR and

vibrant colors. The Snapdragon 8 Gen 1 paired with 8GB of RAM gives the phone plenty of

processing power -- but the Snapdragon 8 Gen 1 is a chip that can also run hot.
Chapter-III

DATA ANALYSIS AND

INTERPRETATION

CHAPTER –IV
 DATA ANALYSIS AND INTERPRETATION

Table No.4.1

Gender Group of the Respondents

Gender No of Respondents %

Male 61 59.8%

Female 41 40.2 %

Total 102 100

Interpretation

From the Table 4.1, it is known that out of 90 respondents 87% of the

respondents are male and 13% of the respondents are female.

 Gender

Male
Female

Table No.4.2
Age Group of the Respondents