A STUDY ON CUSTOMER SATISFACTION TOWARDS SAMSANG

MOBILE PHONE IN KANNUR CITY

A Project Report submitted to Hindusthan College of Arts and Science (Autonomous)

in partial fulfillment of the requirement for the award of Degree of

Bachelor of Business Administration with computer application

Submitted by
MUHAMMED ISMAIL K
(Reg No: 20BBC067)

Under the supervision and guidance of

Mrs. W. MERCY KAMALIA M.COM., B.Ed., M.Phil., PGDCA., Ph.D.

Assistant Professor

DEPARTMENT OF BUSINESS ADMINISTRATION WITH

COMPUTER APPLICATION AND LOGISTICS

HINDUSTHAN COLLEGE OF ARTS & SCIENCE

Autonomous Institution – Affiliated to Bharathiar University
Approved by AICTE and Government of Tamilnadu
Accredited by NAAC with ‘A++’ Grade
Hindusthan Gardens, Avinashi Road, Coimbatore-641 028.

MAY 2023
 CERTIFICATE

This is to certify that project work, entitled “A STUDY ON CUSTOMER SATISFACTION

TOWARDS SAMSANG MOBILE PHONE IN KANNUR CITY” submitted to the Hindusthan
College of Arts and Science (Autonomous), Coimbatore, Affiliated to Bharathiar University,
Coimbatore, in partial fulfillment of the requirement for the award of the Bachelor of Business
Administration with Computer Application is a record of original research work done by
MUHAMMED ISMAIL K (20BBC067) during the period of January 2023 - May 2023 under
my supervision and guidance and the project report has not formed the basis for the award of any
Degree/Diploma/Associateship/Fellowship or other similar title to any candidate of any
university.

Date:
Place: Coimbatore Name and Signature of the Guide

Head of the Department

The project report submitted for viva -voce Examination held at Hindusthan College of
Arts and Science (Autonomous) on

External Examiner Internal Examiner

 DECLARATION

MUHAMMED ISAMIL K (20BBC067) here by declare that Project Report entitled “A

STUDY ON CUSTOMER SATISFACTION TOWARDS SAMSANG MOBILE PHONE
IN KANNUR CITY” submitted to Hindusthan College of Arts and Science (Autonomous),
Affiliated to Bharathiar University, in partial fulfillment of the requirement for the award of
the Bachelor of Business Administration with Computer Application is a record of original
project report done by me during January 2023 - May 2023 under the supervision and guidance
of Mrs. W. MERCY KAMALIA M.COM., B.Ed., M.Phil., PGDCA., Ph.D. Department of
BBA (CA) Hindusthan College of Arts and Science, Autonomous, Affiliated to Bharathiar
University, Coimbatore and it has not formed the basis for the award of any
Degree/Diploma/Associate ship/Fellowship or other similar title to any candidate of any
university.

Date: Signature of the Candidate

Place: Coimbatore MUHAMMED ISMAIL K
(20BBC067)
 ACKNOWLEDGEMENT

First and above all, I thank the almighty for his blessings and eternal grace showered
by providing courage and confidence to do my successfully. I thank the MANAGEMENT of
HINDUSTHAN COLLEGE OF ARTS AND SCIENCE for providing an opportunity to
undertake this Project Work.

I wish to express my deep sense of gratitude to our beloved Principal Dr.A.Ponnusamy

M.S.W, M.B.A., DLL., M.Phil., Ph.D., and the Management for giving me an opportunity to
do a project work.

I express my sincere gratitude to the Head of the Department DR. R. Sabitha MBA.,
M.Phil., Ph.D. Department of Business Administration with Computer Application for her
constant support and encouragement.

I would like to express my sincere thanks to my guide Mrs. W. MERCY KAMALIA

M.COM., B.Ed., M.Phil., PGDCA., Ph.D. for her/his guidance, continual supervision and
unconditional support without which this report would not have been possible.

I express my sincere thanks to all the faculties of Department of BBA (CA) for their
valuable guidance and support.

MUHAMMED ISMAIL K
(20BBC067)
 CONTENTS
CHAPTER TITLE PAGE.
NO
I 1.1 INTRODUCTION 1

1.2 INDUSTRY PROFILE 5

1.3 COMPANY PROFILE 5

1.4 STATEMENT OF THE PROBLEM 6

1.5 OBJECTIVE OF THE STUDY 7

1.6 SCOPE OF THE STUDY 7

1.7 SIGNIFICANCE OF THE STUDY 7
1.8 LIMITATION OF THE STUDY 7

II 2.1 REVIEW OF LITERATURE 8

III 3.1 RESEARCH METHODOLOGY 17

IV 4.1 ANALYSIS AND INTERPRETATION 19

V 5.1 FINDINGS 41

5.2 SUGGESTION 42

5.3 CONCLUSION 43

BIBILOGRAPHY 44

APPENDIX 45
 LIST OF TABLES
TABL TITL PA
E E GE
NO NO
4.1 Table showing mobile phone user percentage. 19
4.2 Table showing number of respondents who are aware of Samsung brand 20
4.3 Table showing Samsung mobile user percentage 21
4.4 Table showing previous mobile brand used by respondents 22
4.5 Table showing the reason for giving up previous brand 23
4.6 Table showing the factors influencing while purchasing mobile 24
4.7 Table revealing the brand name influence when buying mobile 25
4.8 Table showing the opinion of users whether price an imperative factor to 26
consider
4.9 Table showing comparison of mobile brand with 27
Samsung mobile
4.10 Table showing do they faced any problem because of Samsung 28
4.11 Table showing problems faced while using Samsung Mobile 29
4.12 Table showing opinion about build quality of Samsung mobile 30
4.13 Table showing the factors that influences users to buy a 31
Samsung mobile
4.14 Table showing whether samsung offer value for money 32
4.15 Table showing favorite feature in Samsung mobile 33
4.16 Table showing opinion about the battery back up 34
4.17 Table showing opinion about the customer service of 35
Samsung
4.18 Table showing whether user are getting receiving regular software updates 36
4.19 Table showing the number of users who will suggest 37
Samsung to friends and relative
4.20 Table showing preference in next purchase 38
4.21 Table showing the level of satisfaction/rating towards 39
Samsung mobile
 LIST OF CHARTS

CHAR TITLE
PAGE
T NO NO
4.1 Chart showing mobile phone user percentage. 19
4.2 Chart showing number of respondents who are aware of Samsung brand 20
4.3 Chart showing Samsung mobile user percentage 21
4.4 Chart showing previous mobile brand used by respondents 22
4.5 Chart showing the reason for giving up previous brand 23
4.6 Chart showing the factors influencing while purchasing mobile 24
4.7 Chart revealing the brand name influence when buying mobile 25
4.8 Chart showing the opinion of users whether price an imperative factor to 26
consider
4.9 Chart showing comparison of mobile brand with Samsung mobile 27
4.10 Chart showing do they faced any problem because of Samsung 28
4.11 Chart showing problems faced while using Samsung Mobile 29
4.12 Chart showing opinion about build quality of Samsung mobile 30
4.13 Chart showing the factors that influences users to buy a Samsung mobile 31
4.14 Chart showing whether Samsung offer value for money 32
4.15 Chart showing favorite feature in Samsung mobile 33
4.16 Chart showing opinion about the battery back up 34
4.17 Chart showing opinion about the customer service of 35
Samsung
4.18 Chart showing whether user are getting receiving regular software 36
updates
4.19 Chart showing the number of users who will suggest 37
Samsung to friends and relative
4.20 Chart showing preference in next purchase 38
4.21 Chart showing the level of satisfaction/rating towards 39
Samsung mobile