A STUDY ON CUSTOMER SATISFACTION TOWARDS APPLE PRODUCTS

A report submitted in partial fulfillment of the requirement for the award of the
Degree in
BACHELOR OF COMMERCE

Submitted by

BAIGADDA NAVYA
HT.NO.1175-19-405-025

SAROJINI NAIDU VANITA MAHA VIDYALAYA

(Sponsored and managed jointly by Osmania Graduates Associate and Exhibition
Society)
Affiliated To Osmania University’ Approved By AICTE,
(NAAC Accredited 3rd Cycle)
Exhibition Ground, Nampally, Hyderabad, Telangana – 500001,
(2021-2022)
 SAROJINI NAIDU VANITA MAHA VIDYALAYA
(Sponsored and Managed Jointly by “Osmania Graduates” Association and Exhibition
Society)

CERTIFICATE
This is to certify Miss BAIGADDA NAVYA is a bonafied student of this college with
Hall Ticket No. 1175-19-405-025 and she worked on the project titled “ A STUDY ON
CUSTOMER SATISFACTION TOWARDS APPLE PRODUCTS” Under the
supervision of MISS.VANAM MRUNALINI Lecturer of this college during the year
2021-2022.

HEAD OF DEPARTMENT EXAMINER PRINCIPAL

 CERTIFICATE BY THE GUIDE
This is to certify that the project work titled” A STUDY ON CUSTOMER
SATISFACTION TOWARDS APPLE PRODUCTS” is the work done by
BAIGADDA NAVYA with HALL TICKET NO.1175-19-405-025 of SAROJINI
NAIDU VANITA MAHA VIDYALAYA COLLEGE under my supervision.

Place: Hyderabad MISS.VANAM MRUNALINI

Date:
 STUDENT DECLERATION
I, BAIGADDA NAVYA hereby declare that the project report entitled “A STUDY ON
CUSTOMER SATISFACTION TOWARDS APPLE PRODUCTS” submitted in
partial fulfilment of the requirement for the award of Bachelor in Commerce degree from
OSMANIA UNIVERSITY under the guidance of professor is an original piece of work.
The results drawn thereon are based on data collected originally by me for the purpose of
this research. Secondary data wherever used has been duly acknowledged and cited
appropriately in this report. No part of this report has been submitted for evaluation
elsewhere for the award of any degree.

Date: BAIGADDA NAVYA

Place:
 ABSTRACT
The importance of the customer has been highlighted. Customer satisfaction means taking complete care
of customer by giving complete knowledge about the product and about all feature of that particular
product. Customer satisfaction is the end result of our interaction with the customer. Need and importance
of study helps us to understand the analysis of customer satisfaction and prediction future purchase.
Objectives of the study the level of customer awareness towards apple products and to find out the factors
which influence of purchase of Apple products. It covers the sample respondents of 50 to present the
concept of customer satisfaction. Research methodology is a way to systematically solve the research
problem. The primary data is collected through questionnaires using google form. The secondary data is
collected from various books, company websites and books. Limitations of the study opinions expressed
by the customers might be biased. The period of the study is 2 month. The profile of the apple company is
started by Steve jobs, Steve Wozniak and Ronald Wayne in the 1976. Steve jobs is the current CEO of the
apple expressed. Apple Company produced many products like iPhone models, Apple watch, Air pods,
Ipad. By giving services like Apple store, Apple pay, Apple music, Apple TV, Apple News. The first
product in a Apple Company is Apple I and they announced computer then after iPhones which having
new features in Apple iPhone models. They announced Mac book which is laptop named as mac book.
We find that sample respondents by marital, Gender, Age, Educational Qualification and through
questionnaires. The apple products are mostly used by young ones we found from respondents. In India
the sales of Apple products are less because of more expensive. Suggestion of the study are apple
products are best and good to use. Apple products is a worldwide product. By this, conclude that Majority
of the respondents think Apple products are excellent compare to other brands and price effect to buy an
Apple products. Comparing to all brands the apple products are more expensive. So, they suggests that
Apple products are sale at less price. Apple Company is served all over the world and it is second most
Valuable Company. Apple products are more protective and fast running software.
 CONTENTS

CHAPTER TITLE PAGE NO.

Acknowledgement
List of Tables
List of Figures
I. Introduction 1-5
II. Profile of a Company 6-12
III. Data Analysis and Interpretation 13-26
IV. Summary, Findings, Conclusions, and Suggestions 27-32
Annexure
Bibliography
 ACKNOWLEDGMENT
I would like to express my sincere thanks toDR. D. SHOBHANA, Principal of Sarojini
Naidu Vanita Maha Vidyalaya for extending her support in completing this project.
My sincere thanks to faculty, Department of commerce MISS.VANAMMRUNALINI for
her guidance, Suggestions and her kind motivation in completing the project.
I take this opportunity to thank one and all that who helped me directly or indirectly for
the completion of my project.

BAIGADDA NAVYA
 LIST OF TABLES
S.NO. T.NO. TITLE PG.NO.
1. 3.1 Gender Distribution 13
2. 3.2 Age Distribution 14
3. 3.3 Marital Status 15
4. 3.4 Educational Qualification 16
5. 3.5 Usage of Apple Product 17
6. 3.6 Period of Using 18
7. 3.7 Comparison to Other Brand 19
8. 3.8 Best in Apple Product 20
9. 3.9 Best Features in Apple Product 21
10. 3.10 Influenced Media of Advertisement 22
11. 3.11 Price Effects 23
12. 3.12 Convience of Service Centres 24
13. 3.13 Difficulty faced while using Apple Product 25
14. 3.14 Experience Regarding Apple Product 26
 LIST OF FIGURES
S.NO. F.NO. TITLE PG.NO.
1. 3.1 Gender Distribution 13
2. 3.2 Age Distribution 14
3. 3.3 Marital Status 15
4. 3.4 Educational Qualification 16
5. 3.5 Usage of Apple Product 17
6. 3.6 Period of Using 18
7. 3.7 Comparison to Other Brand 19
8. 3.8 Best in Apple Product 20
9. 3.9 Best Features in Apple Product 21
10. 3.10 Influenced Media of Advertisement 22
11. 3.11 Price Effects 23
12. 3.12 Convience of Service Centres 24
13. 3.13 Difficulty faced while using Apple Product 25
14. 3.14 Experience Regarding Apple Product 26
 CHAPTER – I
INTRODUCTION
 CHAPTER – I

INTRODUCTION

1.1 Introduction
1.2 Need and Importance of the Study
1.3 Objectives of the Study
1.4 Statement of the Problem
1.5 Scope of the Study
1.6 Research Methodology
1.7 Profile of the Respondents
1.8 Period of the Study
1.9 Chapterization
1.10 Literature Review
1.11 Limitations of the Study
Summary
 CHAPTER – I

INTRODUCTION

The present chapter is introduction chapter, it presents importance of the study, objectives of
the study, scope of the study, research methodology, period of the study, chapterization, it
also present the limitations of study.

1.1 INTRODUCTION
The importance of the customer has been highlighted. Customer satisfaction means
taking complete care of customer by giving them complete knowledge about the product
and about all the feature of that particular product. According to me customers are those
who pay (salary). Satisfaction is the key to hold the customer for future business.

Customer satisfaction is the end result of your interaction with the customer. By
giving the best customer service and making sure that the customer was given the best
resolution at the end of the call, then we can say that the customer is satisfied even if its
not verbally said.Complete knowledge must be given, each and every query must be
clarified by the seller. If a customer remembers you for future business then we can say
that customer is satisfied. Customers has been highlighted by many researchers and
academicians expressed customers are the purpose of the business and that is the main
reason the organisation today are focusing on the customer satisfaction, loyalty and
retention. The brand components of Apple and to show how its product attributes,
meaning the Iphones, perceived by customers in their decision making process of buying
a product.

Customer took part in the continuous and unpredictable technological advancements,

its products and notably the iphones other substitutes and other technological gadgets to
let Apple in a winner takes all market position. These small hand held devices have so
much to offer to customers. For the customers very well for preparation by contrast,
satisfaction towards apple, it represents good ratings, satisfaction to the customer.

1.2 NEED AND IMPORTANCE OF STUDY

The need and importance of the study are:

 This study helps to know about the customers satisfaction toward Apple Iphone
 It helps to understand the analysis of consumer satisfaction and prediction
Future Purchase.

1
1.3 OBJECTIVES OF THE STUDY
The objectives of the study are:

 To study the level of consumer awareness towards Apple Iphone.

 To analyse the consumer preference for brands of Apple Products.
 To find out the factors which influence of purchase of Apple Product.

1.4 STATEMENT OF THE PROBLEM

In the present study we purpose to study and analyse consumer perception towards
Apple Iphone to identify and find out the major factors that influence customers perception
towards Apple Iphone.

1.5 SCOPE OF THE STUDY

 To present the concept of customer satisfaction.
 To study and analyzee the customer satisfaction with respect to Iphone.
 It covers the sample respondents of 50.

1.6 RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem. The data
has been collected both primary as well as secondary sources.

(a) Primary Data

The primary data is collected through questionnaire using google form.

(b) Secondary Data

Secondary data has been collected from various internet, journals, books, and
company websites.

(c) Statistical tools applied

The data collected is tabulated and analysed using simple percentage and pie charts.

(d) Sample Size

The sample size for this study is 50.

(e) Sample Design

The consumers were choosen at random on convenience basis.

2
1.7 PROFILE OF THE RESPONDENTS
(a) Gender wise classification reveals that most of the sample respondents are Female (58%)
followed by Male (42%).

(b) Age wise classification reveal that the most of the respondents are under the age group
of 21-30 years (52%) followed by age group Below 20 years (34%).

(c) Marital status wide classification reveals that most of the sample respondents are
unmarried (82%) followed by Married (18%).

(d) Education Qualification wise classification reveals that most of the sample respondents
are Graduates (46%) followed by Intermediate (22%).

1.8 PERIOD OF THE STUDY

The period of the study is two months i.e. (April and May). During the above mention
period the data was collected and analysed.

1.9 CHAPTERIZATION
Chapter – I : The First chapter of the project deals with the introduction, scope of the
study, objectives of the study, research methodology, importance of the study, period of the
study, profile of respondent, limitations of the study, summary.

Chapter – II : The second chapter presents the profile of the company.

Chapter – III : The third chapter presents the Data Analysis and Interpretation.

Chapter – IV : The fourth chapter presents the Findings, Suggestions and Conclusion.

1.10 LITERATURE REVIEW

A Review of literature places a research study in its proper perspective by showing the
amount of work already carried out in the related area of study. It helps to eliminate the
duplication of what has already been done and provide useful and significant data for
research.

Nicholas M cheng, Rahul Chakrabarthi, Jonathan k.kam has published a Telemedxine

and e-health 20(4), 385-387 in the year of 2014 titled as “Iphone applications for eye care
professionals; a review of current capabilities and concern”. To quantitatively review and
categorise the eye care-related iphone applications currently available, evaluate qualified
professional involvement in app development and suggest future needs in this emerging area
of mobile health. In total, 182 apps were identified. The majority of apps lacked community
user ratings and had 3000 or fewer download. When stratified by intended audience, 52% and

3
44% of apps designed for ophthalmologists and optometrists, respectively, had professional
input, compared with 31% for non-eye care clinicians and 21% for the general public. It
concludes that smartphone apps are likely to become of increasingly greater relevance to the
modern eye care professional with tremendars visuality in daily practice. There is a clear
need for evidence-based principles and standards of app development to be adopted in this
emerging area.

Tracy L Burrows, Amina 2 Khambalia, Rebecca Perry Danika Carty, Gilly a Hendrie,
published a Nutrition & Dietetics 72(4), 363-367 in the year of 2015, titled as “Great app-
eal but not there yet; a review of iphone nutrition applications relevant to child weight
management”. Their Aim is increasing interest in the use of smartphone applications apps
for delivering child obesity management interventions and supporting lifestyle behaviour
change; however, there has been very little academic research on their development. Our aim
is to review nutrition-related apps designed for children currently available in Australia for
their usefulness in education or support behavioural interventions for child obesity. The most
common nutrition features were the promotion of energy balance and guidance an appropriate
portion size conclude that very few apps were identified that would be used in education or
support behavioural interventions for child obesity. There is a need to harness this technology
and evaluate the applicability and use within childhood obesity research interventions.

Sarah J Ketz, J Malcaren Kelly, Kinberly T Stevens, Matthew Sehrock, Sara B Danitz
has published a Journal of Technology in Behavioral Science 2(2), 61-70, 2017 titled as a
review of free Iphone applications designed to target anxiety and worry the purpose of
the present study was review the degree to which current Iphone apps targeting symptoms, of
worry and anxiety. Searches for content-relevant iphone apps for anxiety and worry were
conducted in April 2015 and subsequently coded based on evidence-based treatment
components for generalised anxiety. Most freely available iphone apps marketed towards
decreasing symptoms of anxiety or worry were largely inconsistent with evidence based
treatments. More than half of apps failed to contain any content from cognitive-behavioural
therapies. Only 46 apps were rated as “consistent” or partially “consistent” overall, if a user
were to select a freely available iphone app. For anxiety management, the odds of selecting
an app consistent with evidence based treatments are very low. Implications and future
directions are discussed. A list of CBT consistent apps is included.

Nancy Lau, Susannah.colt, P Joyee, Tonva M Palermo, Elizabeth MC Cauley has

published a JMIR mHealth and uHealth 8(5), C 17798, 2020 titled as Android and Iphone
mobile apps for psycho social wellness and stress management, systematic search in app
stores and literature review. Objectives: This systematic review aimed to 1) Examine the
breadth of the repeutic contents and features of psychosocial wellness and stress management
apps available to self help seekers for public download and 2) Determine which of these apps
have original research support. Result: We screened 3287 apps and found 1009 psychosocial

4
Wellness and stress management apps. Most apps were intended to be used or self-help
interventions. Conclusion: only 2.08% of publicly available psychosocial wellness and stress
management mobile apps discoverable to self-help seekers have published peer-viewed
evidence of flexibility and/or efficiency.

Lokeshwari Arunjyothi, Anuja Jana Kiraman, B Malligarjun, Bala sundaram Manohar

Babu has published an Indian Journal of ophthalmology 69(3), 548, 2021 titled as
smartphone application in ophthalmology: The purpose of this study was to provide an
updated overview at all apps exclusive to ophthalmology. Results: As of March 2020, a total
of 131 apps exclusively dedicated for eye care were identified. The Apple Iphone and Google
play store were searched for eye care themed apps 53% were available in iphones, 44% in
Android smartphones and 3% in both. 32% apps were designed for visual acuity screening,
13% for eye relaxation exercises, and 12% for professional education. Among the 131 apps, 6
apps are claimed by the develops as validated. Conclusion: This study reveals a wide range of
smartphone apps exclusive to ophthalmology and suggests guidelines to choose an
appropriate app. The study also highlights the importance of inter disciplinary collaboration
in the design, development, and validation of such apps.

1.11 LIMITATIONS OF THE STUDY

The major limitations of the study are:

 The study is restricted to 50 sample respondents only.

 The study is confined in the twin cities of Hyderabad and Secunderabad.
 The analysis is restricted to questionnaire.
 The period of the study is limited to 2 months only.
 The opinions expressed by the consumers might be baised.

SUMMARY
The above chapter presents the Introduction of the topic, it also presents Need and
Importance of the study, Objectives of the study, Statement of problem, Scope of the study,
Research methodology, Profile of the respondents, Period of the study, Limitations of the
study, Chapterization, and Literature review.

5
 CHAPTER - II

PROFILE OF THE COMPANY

 CHAPTER - II

PROFILE OF THE APPLE PRODUCTS

2.1 Introduction

2.2 History

2.3 Production

2.4 Sales and Profit

Summary
 CHAPTER - II

PROFILE OF THE COMPANY

2.1 INTRODUCTION
The chapter presents company profile of the Apple IPhone with history, sales and profit and its
summary.

APPLE PRODUCTS
Formerly : Apple Computer Company (1976-1977)

Apple Computer, Inc. (1977-2007)

Type : Public

Traded as : NASDAQ:AAPL

Nasdaq-100 Component

DJIA Component

S&P 100 Component

S&P 500 Component

ISIN : US0378331005

Industry : Consumer electronics Software Online Services

Founded : April 1, 1976; 46years ago in Los Altos, California, U.S

6
Founders : Steve Jobs

Steve Wozniak

Ronald Wayne

Head Quarters : 1 Apple Park Way, Cupertino, California, U.S

Number of Location: 518 Retail Stores (2022)

Area Served : Worldwide

Key People : Tim Cook (CEO)

Arthur D. Levinson (Chairman)

Jeff Williams (COO) Luca Maestric

Products : Air pods

Apple TV

Apple watch

Home pod

I Pad

I Phone Macintosh

Services : Apple store, Apple Care, Apple Card, Apple Fitness+, Apple Music,

Apple News+, Apple TV+, Apple Pay

Revenue : US$ 365.82 Billion (2021)

Operating Income : US$ 108.95 Billion (2021)

Net Income : US $ 94.68 Billion (2021)

Total Assets : US $ 351.02 Billion (2021)

Total Equity : US $ 63.09 Billion (2021)

Owners : Berkshire Hathaway (5.56%)

Number of employees: 154,000 (2021)

7
Subsidiaries : Beats Electronics

Beddit

Brae burn Capital

Claris

Website :WWW.apple.com

Apple Inc. Is an American multinational Technology Company that specializes in consumer

electronics, software and online services headquartered in Cupertino, California, United States.
Apple is the largest information technology company by revenue (totaling US $ 365.8 billion in
2021) and as of May 2022, it is the World's Second- most Valuable Company, the fourth- largest
personal computer vendor by unit sales and Second-largest mobile phone manufacturer. It is one
of the Big Fire American information technology companies, alongside Alphabet, Amazon, Meta
and Microsoft.

I Phone is a Smartphone’s designed and marketed by Apple Inc. These devices use Apple's IOS
mobile operating system. The first generation iPhone was announced by then Apple CEO Steve
Jobs on January 9, 2007. Since then, Apple has annually released new iPhone models and IOS
updates. As of November 1, 2018, more than 2.2 billion iPhone had been sold.

2.2 HISTORY
The history of the iPhone development by Apple Inc. Spans from the early 2000 to about 2010.
The first iPhone was released in 2007.By the end of 2009, iPhone models has been released in all
major markets. On January 9, 2007, Steve Jobs announced the first iPhone at the Macworld
convention, receiving substantial media attention. Jobs announced that the first iPhone would be
released later that year. On June 29, 2007, the first iPhone was released. On June 11, 2007,
announced at the Apple’s Worldwide Developers Conference that the iPhone would support third
party applications using the safari engine. Third parties would be able to create Web 2.0
applications, which users could access via the internet.

IPHONE (First generation)

The iPhone is the first Smartphone designed and marketed by Apple INC. After years of rumors
and speculation, it was officially announced on January 9, 2007, and was released in the United
States on June 29, 2007.

8
I Phone 3G
The iPhone 3G is a Smartphone designed and marketed by Apple Inc.; it is the second generation
of iPhone, successor to the original iPhone, and was introduced on June 9, 2008, at the WWDC
2008 at the Moscone Center in San Francisco, United States.

I Phone 3GS
The iPhone 3GS is a Smartphone that was designed and marketed by Apple Inc. It is
the third generation iPhone and the successor to the iPhone 3G. It was unveiled on June 8,
2009at the WWDC 2009 which took place at the Moscone Center in San Francisco.

I Phone 4
The iPhone 4 is a Smartphone that was designed and marketed by Apple Inc. It is
the fourth generation of the iPhone lineup, succeeding the iPhone 3GS and preceding the 4S.
Apple's Worldwide Developers Conference in San Francisco, and was released on June 24, 2010,
in the United States, United Kingdom, France, Germany, and Japan.

I Phone 4S
The iPhone 4S is a Smartphone that was designed and marketed by Apple Inc. It is
the fifth generation of the iPhone, succeeding the iPhone 4 and preceding the iPhone 5. It was
announced on October 4, 2011.

I Phone 5
The iPhone 5 is a Smartphone that was designed and marketed by Apple Inc. It is
the 6th generation iPhone, succeeding both the iPhone 4 and iPhone 4S, and preceding both
the iPhone 5S and 5C. It was formally unveiled as part of a press event on September 12, 2012,
and subsequently released on September 21, 2012.

I Phone 6
The iPhone 6 Plus are Smartphone’s that were designed and marketed by Apple Inc. They are
the eighth generation of the iPhone, succeeding the iPhone 5, iPhone 5C and iPhone 5S, and
were announced on September 9, 2014, and released on September 19, 2014.

I Phone 7
The iPhone 7 and iPhone 7 Plus are Smartphone’s designed, developed, and marketed by Apple
Inc. They are the tenth generation of the iPhone. They were announced on September 7, 2016.

9
I Phone X
The iPhoneXisa Smartphone designed developed and marketed by AppleInc.
The 11th generation of the iPhone, it was available to pre-order on October 27, 2017, and was
released on November 3, 2017.

I Phone 8
I Phone 8 Plus is Smartphone’s designed, developed, and marketed by Apple Inc. They make up
the 11th generation of the iPhone. The iPhone 8 was released on September 22, 2017.

I Phone 11Pro
I Phone 11 Pro Max are Smartphone’s designed, developed and marketed by Apple Inc. They
are the 13th-generation flagship iPhones, succeeding the iPhone XS and iPhone XS Max,
respectively. Apple CEO Tim Cook unveiled the devices alongside a lower-end model,
the iPhone 11, on September 10, 2019, at the Steve Jobs Theater at Apple Park.

I Phone 12 Pro
Phone 12 Miniis a range of smart phones designed, developed, and marketed by Apple
Inc. They are the fourteenth-generation, "affordable flagship" iPhones, succeeding the iPhone
11. They were unveiled at a virtually held Apple Special Event at Apple Park in Cupertino,
California on October 13, 2020.

I Phone 13
The iPhone 13 and iPhone 13 Mini are smart phones designed, developed, marketed, and sold
by Apple Inc. They are the fifteenth generation of iPhones. They were unveiled at an Apple
Event in Apple Park in Cupertino, California on September 14, 2021.

I Phone 13 Pro
The iPhone 13 Pro and iPhone 13 Pro Max are smart phones designed and marketed by Apple
Inc. They are the flagship smart phones in the fifteenth generation of the iPhone, succeeding
the iPhone 12 Pro and iPhone 12 Pro Max. The devices were unveiled alongside the iPhone 13
and iPhone 13 Mini at an Apple Special Event at Apple Park in Cupertino, California on
September 14, 2021, and became available ten days later, on September 24.

I Phone SE
The third-generation iPhone SE is a Smartphone designed and developed by Apple Inc. It is part
of the 15th generation of the iPhone, alongside the iPhone 13/13 mini and iPhone 13 Pro/13 Pro
Max models. Apple announced the third-generation iPhone SE on March 8, 2022, which

10
succeeded the second-generation iPhone SE. Pre-orders began on March 11, 2022. The phone
was released afterwards on March 18, 2022. It was released with a starting price of US$429, a
$30 increase over its predecessor.

Smart watch
Apple Watch is a wearable Smart watch that allows users to accomplish a variety of tasks,
including making phone calls, sending text messages and reading email. Apple released the
Apple Watch on April 24, 2015.

Mac Book
The Mac Book is a brand of Macintosh notebook computers designed and marketed by Apple
Inc. that use Apple's macOS operating system since2006.It replaced
the PowerBook and iBook brands during the Mac transition to Intel processors, announced in
2005. The current lineup consists of the Mac Book Air (2008–present) and the Mac Book
Pro (2006–present). Two different lines simply named "Mac Book" existed from 2006 to
2012 and 2015 to 2019.

IPod
The iPod is a discontinued series of portable media players and multi-purpose mobile
devices designed and marketed by Apple Inc. The first version was released on October 23,
2001, about 8+1⁄2 months after the Macintosh version of iTunes was released. Apple sold an
estimated 450 million iPod products as of 2022. Apple discontinued the iPod product line on
May 10, 2022. At 20 years, the iPod brand is the oldest to be discontinued by Apple.

2.3 PRODUCTION
Up to the iPhone 4, all iPhones and other IOS devices were manufactured by Falcon, based
in Taiwan. In 2011, new CEO Tim Cook changed Apple's manufacturing strategy to diversify its
suppliers. The iPhone 4s in 2012 was the first model to be manufactured simultaneously by two
stand-alone companies: Foxconn and Pegatron, the latter also based in Taiwan. Although
Foxconn still produces more iPhones, Pegatron's orders have been slowly increased: the
company made part of the iPhone 5C line in 2013, and 30% of iPhone 6 devices in 2014. The 6
Plus model was produced solely by Foxconn. In 2019, Apple investigated reports that some
Foxconn managers had used rejected parts to build iPhone. In India, Apple pays Wistron, a
Taiwan-based manufacturer with a plant near Bangalore, to assemble iPhone to sell in the region.

2.4 SALES AND PROFITS

As reported by Bloomberg, sales of the iPhone grew to 2.3 million units in the fourth quarter of
2021, an increase of 34% year over year according to new data from analytics firm Counterpoint

11
Research. The reports suggest that Apple might have made $2.09 billion from iPhone sales in
India in Q4 2021, despite having low sale numbers in comparison to other major brands.
Samsung, on the other hand, reportedly pulled in around $2 billion. That sets a new record for
Apple in the country as it tries to increase its market share while fighting against bigger brands in
the region like Xiaomi and Samsung who, in comparison, are selling units to the tune of 9.3
million and 7.2 million respectively. IPhone sales made up 57.8 percent of Apple’s total revenue
in the fourth quarter of the company’s fiscal year 2021. IPhone sales usually contribute to half or
more than half of Apple’s overall sales revenue. Apple’s other businesses such as the Apple
Watch and the iTunes Store have been bringing in growing shares of revenues, from around five
percent in 2017 to over ten percent in 2021.

SUMMARY

The above chapter presents the profile of Apple IPhone Company.

12
 CHAPTER – III

DATA ANALYSIS AND INTERPRETATION

 CHAPTER – III

DATA ANALYSIS AND INTERPRETATION

3.1 Gender Distribution

3.2 Age Distribution

3.3 Marital Status

3.4 Education Qualification

3.5 Usage of Apple Product

3.6 Period of Using

3.7 Comparison to other brands

3.8 Best in Apple Product

3.9Best Feature in Apple Product

3.10 Influenced media of Advertisement

3.11 Price Effects

3.12 Convience of Service Centers

3.13 Difficulty While Using Apple Product

3.14 Experience regarding Apple Product

Summary
 CHAPTER – II

DATA ANALYSIS AND INTERPRETATION

This chapter includes main analysis of data collected through questionnaire from samples size
of 50 respondents. The analysis is done with the help of tables and pie charts
.3.1 GENDER DISTRIBUTION

Table No. 3.1

GENDER DISTRIBUTION

OPTIONS NO.OF RESPONDENTS % OF RESPONDENTS

Male 21 42%
Female 29 58%
Total 50 100%
Source: Questionnaire

Figure No. 3.1

GENDER DISTRIBUTION

42% Male
Female
58%

INTERPRETATION:
From the above table depicts that 58% of the sample respondents are Female and 42% of the
sample respondents are Male.

It can be concluded that majority of the sample respondents are Female.

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3.2 AGE DISTRIBUTION

Table No.3.2

AGE DISTRIBUTION

OPTIONS NO.OF RESPONDENTS % OF RESPONDENTS

Below 20 years 17 34%
21-30 years 26 52%
31-40 years 4 8%
Above 41 years 3 6%
Total 50 100%
Source: Questionnaire

Figure No.3.2

AGE DISTRIBUTION

6%
8%
34% Below 20 years
21-30 years
31-40 years
Above 41 years
52%

INTERPRETATION:
From the above table depicts that 52% of the sample respondents are under the age group of
21-30 years, 34% of the sample respondents are under the age group of below 20 years, 8%
of the sample respondents are under the age group of 31-40 years, 6% of the sample
respondents are under the age group of above 41 years.

It can be concluded that majority of the sample respondents are under the age group 21-30
years.

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3.3 MARITAL STATUS

Table No.3.3

MARITAL STATUS

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

Married 9 18%
Unmarried 41 82%
Total 50 100%

Source: Questionnaire

Figure No.3.3

MARITAL STATUS

18%

Married
Unmarried

82%

INTERPRETATION:
From the above table depicts that 82% of the sample respondents are unmarried and 18% of
sample respondents are married.

It can be concluded that majority of the sample respondents are unmarried.

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 3.4 EDUCATION QUALIFICATION

Table No.3.4

EDUCATION QUALIFICATION

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

Up to SSC 10 20%
Intermediate 11 22%
Graduation 23 46%
Post graduation and above 6 12%
Total 50 100%
Source: Questionnaire

Figure No.3.4

EDUCATION QUALIFICATION

12%
20%
upto SSC
Intermediate
Graduation
22% Post graduation and above
46%

INTERPRETATION:
From the above table it can be analysed that 46% of the sample respondents are Graduates,
22% of the sample respondents are intermediate, 20% of the sample respondents are up to
SSC and 12% of the sample respondents are Post graduates and above.

It can be concluded that majority of the sample respondents are Graduates.

16
3.5 USAGE OF APPLE PRODUCTS

Table No.3.5

USAGE OF APPLE PRODUCT

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

Yes 50 100%
No Nil 0%
Total 50 100%
Source: Questionnaire

Figure No.3.5

USAGE OF APPLE PRODUCT

Yes
100%
No

INTERPRETATION:
From the above table depicts that 100% of the sample respondents use Apple Products.

It can be concluded that majority of the sample respondents use Apple product.

17
3.6 PERIOD OF USING

Table No.3.6

PERIOD OF USING

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

Less than 1 year 28 56%
1-2 years 12 24%
2-3 years 6 12%
More than 3 years 4 8%
Total 50 100%
Source: Questionnaire

Figure No.3.6

PERIOD OF USING

8%

12%
Less than 1 year
1-2 years
2-3 years
56%
24% More than 3 years

INTERPRETATION:
From the above table depicts that 56% of the sample respondents are using Apple product
less than 1 year, and 24% of the sample respondents are using Apple product from 1-2 years,
12% of the sample respondents are using Apple product from 2-3 years and 8% of the sample
respondents are using Apple product more than 3 years.

It can be concluded that majority of the sample respondents are using Apple product from
less than 1 year.

18
3.7 COMPARISON TO OTHER BRANDS

Table No.3.7

COMPARISON TO OTHER BRANDS

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

Excellent 30 60%
Satisfied 18 36%
Fair 2 4%
Poor 0 0%
Total 50 100%
Source: Questionnaire

Figure No.3.7

COMPARISON TO OTHER BRANDS

4%

Excellent
36% Satisfied
Fair
60%
Poor

INTERPRETATION:
From the above table depicts that 60% of the sample respondents think that Apple Product
are Excellent, 36% of the sample respondents are satisfied, 4% of the sample respondents are
Fair.

It can be concluded that majority of the sample respondents think Apple product are
Excellent compared to other brands.

19
3.8 BEST IN APPLE PRODUCT

Table No.3.8

BEST IN APPLE PRODUCT

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

Iphone 40 80%
Laptop 8 16%
Watch 1 2%
Ipad 1 2%
Total 50 100%
Source: Questionnaire

Figure No.3.8

BEST IN APPLE PRODUCT

2% 2%

16%
Iphone
Laptop
Watch
Ipad

80%

INTERPRETATION:
From the above table depicts that 80% of the sample respondents are think Iphone is best
product, 16% of the sample respondents think Laptop is best product, 2% of the sample
respondents think watch is best product, and 2% of the sample respondents think Ipad is best
product.

It can be concluded that majority of the sample respondents think Iphone is best in Apple
Product.

20
3.9 BEST FEATURE IN APPLE PRODUCT

Table No.3.9

BEST FEATURE IN APPLE PRODUCT

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

Camera 32 64%
Face ID 2 4%
Home screen 6 12%
Apple pay 0 0%
Any other 10 20%
Total 50 100%
Source: Questionnaire

Figure No.3.9

BEST FEATURE IN APPLE PRODUCT

20% Camera
0% Face ID

12% Home screen

Apple pay
64%
Any other
4%

INTERPRETATION:
From the above table depicts that 64% of the sample respondents think camera is the best
feature in Apple Product, 20% of the sample respondents think Any other, 12% of the sample
respondents for Home screen, 4% of the sample respondents for Face ID,0% for the sample
respondents think Home screen is the best feature in Apple Product.

It can be concluded that majority of the sample respondents think Camera is the best
feature in Apple product.

21
3.10 INFLUENCED MEDIA OF ADVERTISEMENT

Table No.3.10

INFLUENCED MEDIA OF ADVERTISEMENT

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

TV 8 16%
Magazine 4 8%
Social media 29 58%
Any other 9 18%
Total 50 100%
Source: Questionnaire

Figure No.3.10

INFLUENCED MEDIA OF ADVERTISEMENT

18% 16%

Tv
8%
Magazine
Social media
Any other

58%

INTERPRETATION:
From the above table depicts that 58% of the sample respondents influenced from media of
Advertisement on social media, 18% of the sample respondents influenced from any other
media, 16% of the sample respondents influenced from TV, 8% of the sample respondents
influenced from magazine.

It can be concluded that majority of the sample respondents influenced from social media
of Advertisement.

22
3.11 PRICE EFFECTS

Table No.3.11

PRICE EFFECTS

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

Yes 36 72%
No 14 28%
Total 50 100%
Source: Questionnaire

Figure No.3.11

PRICE EFFECTS

28%

Yes
No

72%

INTERPRETATION:
From the above table depicts that 72% of the sample respondents think that price effects to
buy an Apple product, 14% of the sample respondents think that price does not effect to buy
an Apple Product.

It can be concluded that majority of the sample respondents think that price effect to buy
an Apple Product.

23
3.12 CONVIENCE OF SERVICE CENTERS

Table No.3.12

CONVIENCE OF SERVICE CENTERS

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

Yes 31 62%
No 19 38%
Total 50 100%
Source: Questionnaire

Figure No.3.12

CONVIENCE OF SERVICE CENTERS

38%
Yes
No
62%

INTERPRETATION:
From the above table depicts that 62% of the sample respondents are convient of Apple
service centers in their area, 38% of the sample respondents are not convient of Apple service
centers in their area.

It can be concluded that majority of the sample respondents are convient of Apple service
centers.

24
3.13 DIFFICULTY FACED WHILE USING APPLE PRODUCT

Table No.3.13

DIFFICULTY FACED WHILE USING APPLE PRODUCT

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

Yes 14 28%
No 36 72 %
Total 50 100%
Source: Questionnaire

Figure No.3.13

DIFFICULTY FACED WHILE USING APPLE

PRODUCT

28%
Yes
No

72%

INTERPRETATION:
From the above table depicts that 72% of the sample respondents are not facing any
difficulty while using Apple Product, 28% of the sample respondents are facing difficulty
while using Apple Product.

It can be concluded that majority of the sample respondents does not facing any difficulty
while using Apple Product.

25
3.14 EXPERIENCE REGARDING APPLE PRODUCT

Table No.3.14

EXPERIENCE REGARDING APPLE PRODUCT

OPTIONS NO. OF RESPONDENTS % OF RESPONDENTS

Highly Satisfied 21 42%
Satisfied 23 46%
Neither satisfied nor 6 12%
dissatisfied
Dissatisfied 0 0%
Highly Dissatisfied 0 0%
Total 50 100%
Source: Questionnaire

Figure No.3.14

EXPERIENCE REGARDING APPLE PRODUCT

0% 0% Highly Satisfied

12% Satisfied

42% Neither satisfied nor

dissatisfied
Dissatisfied
46%
Highly Dissatisfied

INTERPRETATION:
From the above table depicts that 46% of the sample respondent are satisfied with the
experience regarding Apple product, 42% of the sample respondents are Highly satisfied,
12% of the sample respondent are Neither satisfied or nor dissatisfied with the experience of
Apple product.

It can be concluded that majority of the sample respondent are satisfied with the experience
regarding Apple Product.

26
 CHAPTER - IV

SUMMARY, FINDINGS, CONCLUSIONS AND

SUGGESTIONS
 CHAPTER – IV

SUMMARY, FINDINGS, CONCLUSIONS AND SUGGESTIONS

4.1 Introduction

4.1.1 Need and Importance of the study

4.1.2 Objectives of the study

4.1.3 Statement of the Problem

4.1.4 Scope of the study

4.1.5 Research Methodology

4.1.6 Profile of the Respondents

4.1.7 Period of the study

4.1.8 Chapterization

4.2 Findings of the study

4.3 Conclusions of the study

4.4 Suggestions of the study

4.5 Limitations of the study

 CHAPTER – IV

SUMMARY, FINDINGS, CONCLUSIONS AND SUGGESTIONS

This chapter presents the summary, findings, conclusion and suggestions of the study.

4.1 INTRODUCTION
The importance of the customer has been highlighted. Customer satisfaction means
taking complete care of customer by giving them complete knowledge about the product
and about all the feature of that particular product. According to me customers are those
who pay (salary). Satisfaction is the key to hold the customer for future business.

Customer satisfaction is the end result of your interaction with the customer. By
giving the best customer service and making sure that the customer was given the best
resolution at the end of the call, then we can say that the customer is satisfied even if it’s
not verbally said. Complete knowledge must be given; each and every query must be
clarified by the seller. If a customer remembers you for future business then we can say
that customer is satisfied. Customers has been highlighted by many researchers and
academicians expressed customers are the purpose of the business and that is the main
reason the organisation today are focusing on the customer satisfaction, loyalty and
retention. The brand components of Apple and to show how its product attributes,
meaning the Iphones, perceived by customers in their decision making process of buying
a product.

Customer took part in the continuous and unpredictable technological advancements,

its products and notably the iphones other substitutes and other technological gadgets to
let Apple in a winner takes all market position. These small hand held devices have so
much to offer to customers. For the customers very well for preparation by contrast,
satisfaction towards apple, it represents good ratings, satisfaction to the customer.

4.1.1 NEED AND IMPORTANCE OF STUDY

The need and importance of the study are:

 This study helps to know about the customers satisfaction toward Apple Iphone
 It helps to understand the analysis of consumer satisfaction and prediction
Future Purchase.

27
4.1.2 OBJECTIVES OF THE STUDY
The objectives of the study are:

 To study the level of consumer awareness towards Apple Iphone.

 To analyse the consumer preference for brands of Apple Products.
 To find out the factors which influence of purchase of Apple Product.

4.1.3 STATEMENT OF THE PROBLEM

In the present study we purpose to study and analyse consumer perception towards
Apple Iphone to identify and find out the major factors that influence customers perception
towards Apple Iphone.

4.1.4 SCOPE OF THE STUDY

 To present the concept of customer satisfaction.
 To study and analyze the customer satisfaction with respect to Iphone.
 It covers the sample respondents of 50.

4.1.5 RESEARCH METHODOLOGY

(a) Primary Data

The primary data is collected through questionnaire using google form.

(b) Secondary Data

Secondary data has been collected from various internet, journals, books, and
company websites.

(c) Statistical tools applied

The data collected is tabulated and analysed using simple percentage and pie charts.

(d) Sample Size

The sample size for this study is 50.

(e) Sample Design

The consumers were choosen at random on convenience basis.

28
4.1.6 PROFILE OF THE RESPONDENTS
(a) Gender wise classification reveals that most of the sample respondents are Female
(58%) followed by Male (42%).

(b) Age wise classification reveal that the most of the respondents are under the age group
of 21-30 years (52%) followed by age group Below 20 years (34%).

(c) Marital status wide classification reveals that most of the sample respondents are
unmarried (82%) followed by Married (18%).

(d) Education Qualification wise classification reveals that most of the sample respondents
are Graduates (46%) followed by Intermediate (22%).

4.1.7 PERIOD OF THE STUDY

The period of the study is two months i.e. (April and May). During the above mention
period the data was collected and analysed.

4.1.8 CHAPTERIZATION
Chapter – I : The First chapter of the project deals with the introduction, scope of the
study, objectives of the study, research methodology, importance of the study, period of the
study, profile of respondent, limitations of the study, summary.

Chapter – II : The second chapter presents the profile of the company.

Chapter – III : The third chapter presents the Data Analysis and Interpretation.

Chapter – IV : The fourth chapter presents the Findings, Suggestions and Conclusion.

4.2 FINDINGS OF THE STUDY

The major findings of the study are presented below:

 The study finds that 58% of the sample respondents are Female.
 The study finds that 52% of the sample respondents are under the age group of 21-30
years.
 The study finds that majority of the sample respondents are unmarried.
 The study finds that majority of the sample respondents are Graduates.
 The study finds that 100% of the sample respondents are using Apple Product.
 The study finds that 56% of the sample respondents are using Apple product less than
1 year time period.

29
 From the study it is found that 60% of the sample respondents think Apple products
are excellent compare to other brands.
 The study finds that 80% of the sample respondents think Iphone is best in Apple
Product.
 The study finds that 64% of the sample respondents think camera is the best feature in
Apple Product.
 The study finds that 58% of the sample respondents are influenced by social
advertisement media.
 The study finds that 72% of the sample respondents think that price effects for buying
of Apple product.
 The study finds that 62% of the sample respondents are convience of Apple service
centers.
 The study finds that 72% of the sample respondents does not faced any difficulty
while using Apple Product.
 The study finds that 46% of the samples respondents are satisfied with the experience
regarding Apple Product.

4.3 CONCLUSIONS OF THE STUDY

 It can be concluded that maximum number of sample respondents are female.

 It can be concluded that maximum number of sample respondents are under the age
group of 21-30 years.
 It can be concluded that maximum number of sample respondents are unmarried.
 It can be concluded that maximum number of sample respondents are Graduates.
 It can be concluded that majority of the sample respondents use Apple product.
 It can be concluded that majority of the sample respondents using Apple product from
less than 1 year.
 It can be concluded that majority of the sample respondents think Apple products are
excellent compare to other brands.
 It can be concluded that majority of the sample respondent think Iphone is best in
Apple product.

30
 It can be concluded that majority of the sample respondents think camera is the best
feature in Apple product.
 It can be concluded that majority of the sample respondents influenced from social
media advertisement.
 It can be concluded that majority of the sample respondents think that price effect to
buy an Apple product.
 It can be concluded that majority of the sample respondents are convient of Apple
service centers.
 It can be concluded that majority of the sample respondents does not facing any
difficulty while using Apple product.
 It can be concluded that majority of the sample respondents are satisfied with the
experience regarding Apple product.

4.4 SUGGESTION OF THE STUDY

The suggestions of the study are:

 It is a good product you can buy it.

 Must include few android features and improve more privacy.
 Apple product is best and Apple product is better than Android.
 Apple product is good to use, but more expensive. I suggest that apple product should
sale for less expensive. It has good features, so that everyone can buy.
 Apple product is a world wide product; it has mind-blowing software which runs very
speed coming to mobiles. Apple plays a major role in photography but android users
cannot use apple very fast it may be difficult for android users.
 Apple software is fast running software which has an amazing camera properties
faster face lock, clear audio and which recognises very faster for this product.

31
4.5 LIMITATIONS OF THE STUDY

The major limitations of the study are:

 The study is restricted to 50 sample respondents only.

 The study is confined in the twin cities of Hyderabad and Secunderabad.
 The analysis is restricted to questionnaire.
 The period of the study is limited to 2 months only.
 The opinions expressed by the consumers might be baised.

32
ANNEXURE
 A Study on Customer Satisfaction towards Apple Products

Name _____________________________________

Gender

A) Male B) Female

Age

A) Below 20 years C) 31-40 years

B) 21-30 years D) Above 41 years

Marital Status

A) Married B) Unmarried

Education Qualification

A) upto SSC C) Graduation

B) Intermediate D) Post graduation and above

1) Do you use Apple Products?

A) Yes B) No

2) Since how long you are using Apple product?

A) Less than 1 year C) 2-3 years

B) 1-2 years D) More than 3 years

3) When compared to other brands, Apple Products are

A) Excellent C) Fair

B) Satisfied D) More than 3 years

4) Which Product do you think best in Apple Product?

A) IPhone B) Laptop

C) Watch D) I pad

33
5) Which features do you like best in Apple products?

A) Camera B) Face ID

C) Home screen D) Apple pay

E) Any other

6) Which media of Advertisement influenced you to purchase Apple Product?

A) TV B) Magazine

C) Social Media D) Any Other

7) Is price matters to you when you buy any Apple Product?

A) Yes B) No

8) Is Apple Customer Service Centers are convenient to your area?

A) Yes B) No

9) Do you face any difficulty while using Apple Product?

A) Yes B) No

10) What is your overall experience regarding Apple Product

A) Highly satisfied B) Satisfied

C) Neither satisfied nor dissatisfied D) Disagree

E) Highly Dissatisfied

Any Suggestions :

34
BIBLIOGRAPHY
 BIBLIOGRAPHY

Reference Books
 Marketing management Philip Kotler, Pearson publication.
 Research Methodology and project report, S.K. Gupta and Praneet Rangi, Kalyani
publication.

Articles

 IPhone applications for eye care professionals; a review of current capabilities and
concern Published by Nicholas M cheng, Rahul Chakrabarthi, Jonathan k.kam for
Telemedxine and e-health 20(4), 385-387 in the year of 2014.
 Great app-eal but not there yet; a review of iPhone nutrition applications relevant to child
weight management Published by Tracy L Burrows, Amina 2 Khambalia, Rebecca Perry
Danika Carty, Gilly a Hendrie fora Nutrition & Dietetics 72(4), 363-367 in the year of
2015.
 Review of free IPhone applications designed to target anxiety and worry published by
Sarah J Ketz, J Malcaren Kelly, Kinberly T Stevens, Matthew Sehrock, Sara B Danitzfor
a Journal of Technology in Behavioral Science 2(2), 61-70, 2017.
 Android and IPhone mobile apps for psycho social wellness and stress management,
systematic search in app stores and literature review published by Nancy Lau,
Susannah.colt, P Joyee, Tonva M Palermo, Elizabeth MC Cauley fora JMIR mHealth and
uHealth 8(5), C 17798, 2020.
 Smartphone application in ophthalmology published by Lokeshwari Arunjyothi, Anuja
Jana Kiraman, B Malligarjun, Bala sundaram Manohar Babu for an Indian Journal of
ophthalmology 69(3), 548 and 2021.

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