A STUDY ON CUSTOMER SATISFATION TOWARDS JIO NETWORK

USERS IN TIRUCHIRAPPALLI DISTRICT, TAMILNADU.

A Project Report submitted to Srimad Andavan Arts & Science College (Autonomous),
Affiliated to BHARATHIDASAN UNIVERSITY in partial
Fulfillment of the requirement for the award of the Degree of
BACHELOR OF BUSINESS ADMINISTRATION
Submitted By
GOPIPRASATH.S
Register No. U17BB0050
DANIEL ISRAVEL.D
Register No. U17BB0031
DHAMODHARAN. M
Register No. U17BB0037
DHIVAKAR.V
Register No.U17BB0042
BOOPATHY PURUSHOTHAMAN.A
Register No. U17BB0030
Under the Guidance of
Ms.SUBHA.K. M.B.A., M.Phil., (Ph.D.,)
ASSISTANT PROFESSOR,
DEPARTMENT OF MANAGEMENT

DEPARTMENT OF BACHELOR OF BUSINESS ADMINISTRATION

Srimad Andavan Arts & Science College (Autonomous)
(Affiliated to Bharathidasan University)
Nationally Re-accredited with ‘A’ Grade by NAAC
An ISO 9001:2015 Certified Institution
No 7, Nelson Road, Tiruvanaikoil,
Tiruchirappalli – 620 005.
JULY - 2020
 Srimad Andavan Arts &Science College (Autonomous)
(Affiliated o Bharathidasan
University)
Nationally Re – accredited With ‘A’
Grade by NAAC
An ISO 9001: 2015 Certified Institution
No 7, Nelson Road, Tiruvanakovil,
Tiruchirapalli – 620 005.

Ms.SUBHA.K. M.B.A., M.Phil., (Ph.D.,)

ASSISTANT PROFESSOR,
PG & RESEARCH DEPARTMENT OF MANAGEMENT
CERTIFICATE

This is to certify that the project Report appellation entitled A STUDY ON

CUSTOMER SATISFATION TOWARDS JIO NETWORK USERS IN
TIRUCHIRAPPALLI DISTRICT, TAMILNADU Submitted to Srimad Andavan Arts &
Science college (Autonomous), Tiruchirappalli, Affiliated to Bharathidasan. University,
Tiruchirappalli in partial fulfillment of the requirement for the award of the degree of
Bachelor of Business Administration, for the academic Year 2019- 2020 is a bonafide record
of the project work done by GOPIPRASATH.S (Register No.U17BB0050)
DANIEL ISRAEL.D (Register No. U17BB0031) DHAMODHARAN. M (Register No.
U17BB0037) DHIVAKAR.V (Register No.U17BB0042) BOOPATHY
PURUSHOTHAMAN.A (Register No. U17BB0030) Under my guidance and supervision.
The dissertation has not previously formed the basis for the award of any degree or
fellowship to the candidate.

Comments: ______________________________________________________

SIGNATURE OF THE GUIDE SIGNATURE OF THE HOD

SIGNATURE OF THE EXAMINER

Date:

DECLARATION

I declare that the project work entitled “ A STUDY ON CUSTOMER SATISFATION

TOWARDS JIO NETWORK USERS IN TIRUCHIRAPPALLI DISTRICT, TAMILNADU ”

submitted to, Srimad Andavan Arts and Science College (Autonomous),

Tiruchirappalli affiliated to Bharathidasan University, Tiruchirappalli in Partial
Fulfillment of the requirement for the award of the degree of Bachelor of
administration of Business A, for the academic year 2019-2020, is the result of
the original work carried out by me under the guidance and supervision of
Ms.SUBHA.K. M.B.A., M.Phil., (Ph.D.,) ASSISTANT PROFESSOR OF
MANAGEMENT, DEPARTMENT OF MANAGEMENT, Srimad Andavan
Arts and Science College (Autonomous), Thiruchirappalli.

Date:

Place:

Signature of the Candidate

GOPIPRASATH.S (Register No.U17BB0050)

DANIEL ISRAVEL.D (Register No. U17BB0031)

DHAMODHARAN. M (Register No. U17BB0037)

DHIVAKAR.V (Register No.U17BB0042)

BOOPATHY PURUSHOTHAMAN.A (Register No. U17BB0030)

 ACKNOWLEDGEMENT

We express our sincere thanks to almighty for making this project a grand success.

Our sincere thanks to our college and the management for giving us the opportunity to
pursue this degree.

We sincerely thank Dr.N.Ramanujam., M.Sc., M.Phil., Ph.D., Director, Academic

affairs Srimad Andavan Arts and Science College (Autonomous), Tiruchirappalli-
620005.

We whole-heartedly thank Dr. J.RADHIKA., M.Sc., Ph.D., Principal, Srimad

Andavan Arts and Science College (Autonomous), Tiruchirappalli-620005 for
permitting us to do this project work.

Our heartfull thanks to Dr.M.Pitchimani, M.Com., M.Phil., M.B.A., SET., Ph.D.,

(Com) (Ph.D.,) (Mgt). Vice-Principal, Dean of Commerce and Management.
Srimad Andavan Arts and Science College (Autonomous), Tiruchirappalli-620 005 for
giving his unconditional support.

Our heartfull thanks to Ms. S.KANCHANA, M.Sc., M.B.A., M.Phil., PGDBM.,

NET., (Ph.D.,) HEAD, DEPARTMENT of MANAGEMENT. Srimad Andavan
Arts and Science College (Autonomous), Tiruchirappalli-620 005 for rendering her
valuable support.

We express our gratitude to our project Guide, Ms.SUBHA.K M.B.A., M.Phil.,

(Ph.D.,) Assistant Professor Research Department of Management, Srimad
Andavan Arts and College (Autonomous), Tiruchirappalli-620005. Without Whose
consent, encouragement and attention, we would not have been complete this project
work on time.

We express our sincere thanks to all the staff members of Research Department of
Management, Srimad Andavan Arts and Science College (Autonomous),
Tiruchirappalli-620005.

We also thanks the respondents of our project, our parents and friends who helped us a
lot in the completion of the project.

GOPIPRASATH.S (Register No.U17BB0050)

DANIEL ISRAEL.D (Register No. U17BB0031)

DHAMODHARAN. M (Register No. U17BB0037)

 DHIVAKAR.V (Register No.U17BB0042)

BOOPATHY PURUSHOTHAMAN.A (Register No. U17BB0030)

CONTENTS

CHAPTERS PARTICULARS PAGE.NO

I INTRODUCTION

II REVIEW OF LITERATURE

III COMPANY PROFILE

IV ANALYSIS OF INTERPRETATION

FINDINGS, SUGGESTIONS AND

V
CONCLUSION

ANNEXURES BIBLIOGRAPHY
 LIST OF TABLE AND CHART

PAGE
SL.NO PARTICULARS NO

1 CLASSIFICATION OF GENDER

2 CLASSIFICATION OF MARITAL STATUS

3 CLASSIFICATION OF AGE GROUP

4 CLASSIFICATION OF OCCUPATION

5 CLASSIFICATION OF USING MOBILE PHONE

CLASSIFICATION OF WILLING TO PAY THE MOBILE

6
PHONE

7 CLASSIFICATION OF ATTRACTIVE FEATURES

8 CLASSIFICATION OF CAMERA RESOLUTION PREFER

9 CLASSIFICATION OF GRAPHICS RESOLUTION PREFER

10 CLASSIFICATION OF VIDEO RESOLUTION CLARITY

11 CLASSIFICATION OF EXPECT OPERATING SYSTEM

12 CLASSIFICATION OF LEVEL OF MEMORY NEED

 CLASSIFICATION OF SPECIAL APP FOR MAKING THE
13
VIDEO CALL
CLASSIFICATION OF BIGGER OUTPUT FOR PLAYING
14
GAMES

15 CLASSIFICATION OF RANGE OF DOWNLOAD SPEED

16 CLASSIFICATION OF DOWNLOAD FREQUENTLY

CLASSIFICATION OF DOWNLOAD APPS FOR PREFER

17
TIME
CLASSIFICATION OF MOBILE APPLICATION ARE
18 REALLY DOMINATING THE OTHER FEATURES OF
SMART PHONES?
 CHAPTER –I
INTRODUCTION
 A STUDY ON CUSTOMER SATISFATION TOWARDS VIVO
MOBILES USERS IN TIRUCHIRAPPALLI DISTRICT, TAMILNADU.

INTRODUCTION:
Customer satisfaction is defined as a measurement that determines how
happy customers are with a company’s products, services, and capabilities.
Customer satisfaction information, including surveys and ratings, can help a
company determine how to best improve or changes its products and services.
An organization’s main focus must be to satisfy its customers. This applies to
industrial firms, retail and wholesale businesses, government bodies, service
companies, non profit organizations, and every subgroup within an
organization.

IMPORTANTANCE OF CUSTOMER SATISFACTION:

1. Retaining satisfied customers is cheaper than acquiring new ones
Obtaining the attention of prospective customers, gaining their interest
and converting them costs up to 6 times more than retaining existing customers.
This is why it’s worth focusing and spending resources on keeping existing
customers satisfied with your goods and services. Don’t forget about your
consumers after one-time deals and encourage them to keep up good
relationships during a long-term period.
2. Customer satisfaction matters even more than price
Customers want to be treated right. Plenty of research proves that the
majority of customers will choose the company that made them satisfied even if
it offers higher prices over a cheap but low quality service option.
So take the effort to satisfy customers with excellent service, as it is even
more important than offering lucrative prices. Moreover, increases in costs are
easier to justify when your your clients are satisfied at every stage of the
interaction.
 3. Customer satisfaction keeps your brand ahead of the competitors
“Although your customers won’t love you if you give bad service, your
competitors will,” said famous marketer Kate Zabriskie. If you know how to
ensure customer satisfaction and successfully provide it, then you have an
advantage over your competitors who offer the same range of products but can’t
satisfy customers either with a beautiful, informative, convenient and accessible
website, nor with a prompt response and delivery.
4. Customer satisfaction promotes customer retention
The longer customers stay satisfied, the more often they will return to you
in the future, and prefer buying your goods and services to your competitors’
products. Customer retention is also a step towards maintaining loyalty.
To achieve this, implement effective tips to keep users on your site longer,
do email marketing and social media marketing to keep them engaged, provide
personalized experiences, offer what your clients need and want, meet their
expectations and even exceed them.
5. Customer satisfaction promotes customer loyalty
As long as you can retain trusting and loyal relationships with customers
and keep them satisfied, they will keep on coming back to buy from you. Loyal
customers will later get accustomed to appreciate, use and advocate for your
brand during their lifetime, bringing you a revenue.
6. Customer satisfaction reduces negative word of mouth:
As research shows, customers are more eager to share negative
experiences than positive reviews and recommendations. Add to this the fact that
people tend to believe other customers more than company representatives and
advertisement.
So losing one unsatisfied customer means losing up to 20 more customers
(both existing and prospective) because of their bad experience spreading
through word of mouth. Satisfied customers, on the other hand, will become
your brand advocates.
 OBJECTIVES OF CUSTOMER SATISFACTION:
 Creating an emotional connection
 Preventing future issues
 Up-selling and cross-selling
 Input into the Voice of the Customer (VOC) process
When companies deliver on all five of these customer service objectives, they
earn the badge of being "Easy to Do Business With" -- an all-important goal in
a crowded and competitive marketplace where brands must differentiate on
experiences instead of product or price. Let's talk about each of these five
customer service goals and examples in further detail.
1. First contact resolution
While certainly not a new metric, first contact resolution (FCR) is a key
indicator of contact center performance. Studies have consistently shown
that, when customers have to contact you a second time, their satisfaction is
reduced by 10% or more. Some of you may be thinking, "No problem, our first
contact resolution rates are high." But brands often overlook that there are two
reasons FCR rates rise: 1) customers are getting the right resolution the first
time, and 2) customers are so frustrated with the experience they never contact
you again. Without a 360-degree view of the customer's interactions through
a CRM hub, it is almost impossible to know which factor is having a bigger
impact on FCR. Truly understanding your ability to resolve issues should be
among your top customer service goals.
2. Emotional connection
Eighty percent of consumers would be willing to pay more money for
a superior experience. Price and product are no longer the top differentiators for
a brand: experiences are. As the customer experience becomes more crucial, it's
no surprise that forging emotional connections with customers has grown more
important as well. A short-term investment in connecting with customers results
in more goodwill, positive word of mouth, and revenue down the line.
3. Preventing future issues
Good service solves the customer's current problem and creates a positive
emotional connection; great service goes a step further by heading off future
issues. Proactively educating customers about your products can prevent
headaches down the road. You know what they say about an ounce of
prevention.
To successfully embed the practice of proactive education, companies turn
to smart CRM and customer case management systems that guide agents through
each customer interaction. Based on customer profiles, preferences, and past
interactions, the system can suggest that agents share additional
information. For example, let's say one of your service agents just resolved a
customer's question about hooking up his new TV. Using recommended next
actions generated by the CRM system, the agent could follow up with a link to
video tutorials on using the remote, setting up a gaming system, or connecting a
Netflix account.
For more on this topic, read Psychic Pizza: How Proactive Service
Enhances Customer Experience.
4. Up-selling and cross-selling
There is a reason up-selling and cross-selling are listed as number four on
this list of customer service goals. Without satisfying the first three
objectives, efforts to obtain more revenue from a customer will likely be
fruitless. An exception to this rule is if a different product would solve the
customer's initial problem and/or prevent future issues.
Just as they can guide agents with suggested proactive education topics,
CRM systems can use customer context, known relationships, and related
products to feed agents information about other products this customer and their
household may be interested in purchasing. Agents can even send coupons for
specific products with a click of a button.
5. Voice of the customer input
The VOC process at most companies is fairly ad hoc. Yet having a pulse
on what customers are thinking and feeling is incredibly valuable. VOC
information helps companies make more informed decisions about product,
marketing, and service strategies. For example, having a complete view of
customer feedback, complaints, and sentiment would help a brand assess
whether a product issue is serious enough for a recall, or whether marketing
messaging should be adjusted for the next campaign.
As one of the most important customer service goals, gathering VOC
data needs to be intentional and codified into every service interaction. When
agents are actively guided through every service interaction, VOC input easily
becomes part of the process. A simple two- or three-question survey at the end
of each conversation can add valuable insights. Beyond surveys, intelligent
service analytics can garner insights from unstructured inputs, such as social
media interactions, knowledgebase queries, and case notes. When VOC data is
gathered and evaluated consistently, brands reap the benefits of being in tune
with customer perspectives.
ADVANTAGES AND DISADVANTAGES OF CUSTOMER
SATISFACTION:
ADVANTAGES OF CUSTOMER SATISFACTION:
1. Up-to-date feedback:
Gather current customer feedback on various aspects of your company. You
can stay on top of customer trends through regularly scheduled online surveys
or email surveys, and receive instant customer feedback. It is always useful to
acquire insight into how your customers are currently reacting to all aspects of
your business.
2. Benchmark results:
You can administer the same survey every so often to customers to gain
continued insight into your customers. Surveys can have the same questions,
which will allow you to compare data over time and benchmark survey data
across previous years to determine if any changes need to be made.
3. Show that you care:
Customers like to be asked for their feedback. It gives the customer the
perception that your company values them; is committed to keeping them as a
long-term customer; and bases business decisions on their feedback.
DISADVANTAGES OF CUSTOMER SATISFACTION:
1. Too many surveys, so little time:
Your customers are bombarded with online surveys. Surveys may be simple
to complete, however, some people simply don’t like to complete them.
Sending surveys too often can irritate customers and lead to customer burnout.
Customer burnout can result in low response rates or result in lower satisfaction
scores, despite your reputation for providing excellent products or services.
2. Privacy Issues:
We live in a high-tech environment filled with daily doses of unwanted junk
email, email solicitations, and sales calls. When taking an online survey or a
phone survey (or any type of survey), it is hard for your customers to believe
that they aren’t being tracked. Because of insecurities of releasing private
information, customers today are hesitant in giving out information that may
lead to more junk email and unwanted calls. Make certain to assure customers
that the information they provide in response to your customer satisfaction
surveys will not be used. Without this disclaimer, it may be difficult to receive a
good response rate.

OBJECTIVES OF THE STUDY:

1. To analyze the overall customer satisfaction towards vivo mobiles users.
2. To determine the expectations & requirements of customers.
3. To find out the customer interest towards vivo mobiles users.
SCOPE OF THE STUDY:

 This study includes direct interaction with the customers & this helps to
know the customer satisfaction level to great accuracy.
 So that, customer satisfaction & quality maintenance is company primary
objective.

LIMITATIONS OF THE STUDY:

1. Due to the pandemic situation, we are not able to collect the maximum
samples.
2. Due to time & cost constraint, the sample size is minimized.
3. Some respondents may not shown interest towards the data collection,
which leads to inaccuracy of information.
4. The sample size was only 38 the occupancy depends upon the consumer
information

5. Lack of time availability of completion of the research.

6. Level of respondents is low due to fear and illiteracy of respondents.

RESEARCH METHODOLOGY:

Universe:

Consumer using vivo mobiles in Trichy district.

Sample:

The research has selected 38 respondents for this study.

Tools used – Percentage analysis.

Data used:

 Primary data through questions.

 Secondary data which includes book reference internet reference.
 Sampling technique is convenient sampling.

AREA OF THE STUDY:

The present study is restricted to Trichirappalli District..

Data collection Tool:

The primary data was collected trough a structured questionnaire trough a

survey based method.

Data Analysis:

The data collected from a structured questionnaire is analysis and inter preferred
through percentage analysis and square test.

1. Primary data:

Primary data are these which are collected for the first time they are original in
character. The primary data collected through a structured questionnaire by
survey based method.

2. Secondary Data:

Secondary data refers information gathered by someone other than the

researchers conduction the current study In this study secondary data were
collected from company profile books and internet.
Sample Size:

A sample of 38 respondents was chosen for this study.

CHAPTER SCHEME

CHAPTER-1
It deals with Introduction, Statement of the problem, Objectives of the
study, Scope of the study, Research Methodology and limitation.
CHAPTER 2

Review of Literature

CHAPTER 3

Company profile

CHAPTER 4

Data Analysis and Interpretation

CHAPTER 5

Findings, Suggestions and Conclusion

 CHAPTER –II
REVIEW OF LITERATURE
REVIEW OF LITERATURE:
1. Customer satisfaction is an evaluation of difference between prior

expectations about product and its actual performance. Customer

satisfaction is how customers react towards the state of satisfaction,
and how customers judge the satisfaction level (Hanif, Hafez & Riaz,
2010).
2. Customer satisfaction is the reaction of customer toward state of

the fulfillment and judgment of customer about that fulfilled state

(Khayyat & Heshmati,2012).
3. Customer satisfaction is the expectation before consuming a product

regarding quality or it is a pre-consumption judgment or

expectation(bae,2012).
4. Satisfaction is an outcome of purchase in which consumer compare

cost and rewards with the anticipated consequences (Maxham,2001).

5. There is always a positive relationship between customer satisfaction

and profit maximization of an organization(bowen&chen,2001).

6. No one is important than customers and their satisfaction is the

ultimate objective through improvement in services in terms of

competitiveness and it saves future revenue plus it becomes the cause
of cost reduction in future(Yuan Hu, Ching-Chan & Cheng,
Hong,2010).
7. Customer satisfaction is the perceived feeling of a customer for which

he or she has set standards if his expectations match with the standard
he is satisfied. (Eggert&Ulaga,2002).
8. There are number of imperial studies on specific relationship of

employees satisfaction. Often the quality of the relationship is called

satisfaction mirror which gives an idea that success of business is from
satisfaction of employee which is reflected in term of the customer
satisfaction. Service quality is derived from employee satisfaction for
 example if employees are satisfied it has direct effect on both
customer satisfaction and service quality.
(Madern,Maull,Smart&Baker,2005).
9. Customer satisfaction with offices is resolved by specialized

execution, as well as by a many-sided set of trade procedures, for

example, compelling correspondence and administration of desires.
(Campbell&Finch,2004).
10. Customer satisfaction have antecedent, mediated and moderated effect

on personal connections and enjoyable interactions

(Fatima&Razzaque,2013).
11. Customer satisfaction with offices is resolved not just by specialized

execution, additionally by a multifaceted set of trade methodologies,

for example, powerful correspondence and administration of desires.
(Campbell&Finch,2004
12. Parasuraman et al., (1985) they worked on a conceptual model of

service quality and its implication for future research .In their study
customer satisfaction can thus be based not only on the judgment of
customers towards the reliability of the delivered service but also on
customers’ experiences with the service delivery process.
13. Kassem (1989) has opined that service companies can ill afford to

neglect customer service quality issues. In the past, quality was the
prerogative of manufacturing sector. However, in the modern day
fiercely competitive service sector, quality of services has become as
important (if not more) as quality of goods.
14. Binks et al., (1989) have pointed out that banks are not trying to

differentiate their products/services while targeting small business

sector. They can’t afford to do so in future as the markets are
becoming more and more heterogeneous.
15. Berry et al., (1990) are of the view that the sole judge of service

quality is the customer and to get a positive feedback from him; the
service companies should implement the five imperatives of service
quality viz.
16. Reichheld and Sasser (1990) have suggested “Zero Defection of

Profitable Customers” as an ideal approach to attain higher

profitability in service sector. Their assertion is based on the fact that
it is less costly and hence more profitable for the service firms to
retain existing profitable customers than to attract new customers.
17. Customer Satisfaction is a term used by the companies that the

products or services offered meet or surpass the expectation of their

customers. Greenwell describes customer satisfaction as the post
purchase, judgment, connected with the purchase decision and tends to
return again back for the purchase (2002).
18. In addition to that, Oliver argued that customer satisfaction as a

psychological behaviour and in action. Customer satisfaction has

shown itself to be an increasingly important determinant of a
business's success and this is arguably more so in relation to the cafe
industry. Studies have been undertaken whereby it was concluded that
satisfied customers are central to the long term success of a business.
It should be mentioned that the linkage between customer satisfaction
and customer behaviour.
19. Anderson and Fornell (2000) assume businesses exist and compete

to create satisfied customers. Investors are attracted to companies that

can perform well at satisfying their customers. It emphasizes that
business prosperity would not be able to bloom without increasing
customer satisfaction. It is not the amount of goods and services a
company can produce that leads to its success but how well the
business satisfies its customers so they will return and keep the
 business growing. The early study on customer satisfaction
emphasized that achieving high customer satisfaction can generate
more new and repeat purchases and favourable word-of-mouth
communication, which in turn will lead to higher revenue and profits
(Tam, 2011).
20. At early studies, researchers have also found a strong relationship

between satisfaction and loyalty as shown by study by Bearden and

Teelin 1983 (Andaleeb & Conway, 2006).
21. Study by Szymanski and Henard in 2001 in their meta-analysis, also

indicated 15 positive and significant correlations between the two

constructs. However, in fact Jones et al. in 1995 argue that this
relationship is not a simple linear one but according to several cause-
related attributes. More recent studies place more focus in exploring
more attributes surrounding the customer satisfaction and its impacts
on the former. Service quality has been found to be able to predict
customer satisfaction more than what customer perceived value does.
The study also emphasized that customer value has an indirect effect
on customer relationship management performance and brand loyalty
mediated by customer satisfaction.
22. Customer Satisfaction is one of the most important outcomes in the

marketing literature. It serves to link processes culminating purchase

and consumption with post purchase phenomena such as attitude
change, repeat purchase, and brand loyalty (Surprenant and Churchill,
1982). This definition is supported by Jamal and Naser (2003) and
Mishra (2009).
23. According to Oliver (1980), the customer satisfaction model explains

that when the customers compare their perceptions of actual

products/services performance with the expectations, then the feelings
 of satisfaction have arisen. Any discrepancies between the
expectations and the performance create the disconfirmation.
24. Oliver (1980) identified three types of disconfirmation. They are:

 Positive disconfirmation occurs when Product/service

performance expectations. In this case, the customers are
highly satisfied.
 Negative disconfirmation occurs when Product/service
performance expectations. In this case, the customers are
highly dissatisfied.
 Zero disconfirmation occurs when Product/service
performance = expectations.
25. Customer satisfaction has been a popular topic in marketing practice

and academic research since Cardozo's (1965) initial study of

customer effort, expectations and satisfaction. Despite many attempts
to measure and explain customer satisfaction, there still does not
appear to be a consensus regarding its definition (Giese and Cote,
2000).
26. Customer satisfaction is typically defined as a post consumption

evaluative judgement concerning a specific product or service

(Gundersen, Heide and Olsson, 1996). It is the result of an evaluative
process that contrasts prepurchase expectations with perceptions of
performance during and after the consumption experience (Oliver,
1980).
27. The most widely accepted conceptualization of the customer

satisfaction concept is the expectancy disconfirmation theory

(McQuitty, Finn and Wiley, 2000). The theory was developed by
Oliver, who proposed that satisfaction level is a result of the
difference between expected and perceived performance. Satisfaction
(positive disconfirmation) occures when product or service is better
 than expected. On the other hand, a performance worse than expected
results is dissatisfaction (negative disconfirmation).
28. Studies show that customer satisfaction may have direct and indirect

impact on business results. Luo and Homburg (2007) concluded that

customer satisfaction positively affects business profitability. The
majority of studies have investigated the relationship with customer
behaviour patterns (Dimitriades, 2006; Olorunniwo et al., 2006; Chi
and Qu, 2008; Faullant et al., 2008). According to these findings,
customer satisfaction increases customer loyalty, influences
repurchase intentions and leads to positive word-of-mouth.
29. Atkinson (1988) found out that cleanliness, security, value for money

and courtesy of staff determine customer satisfaction.

30. Hunt and Hung et.all (1977) as defined an evaluation rendered that

the consumption was at least as good as it was supposed to be. To

satisfaction is a kind of stepping away from an experience and
evaluating it. Pleasurable experience that caused dissatisfaction
because even though it was pleasurable as it was supposed to be.
31. Oliver (1981) as defined the summary psychological state resulting

the emotion surrounding discomfort expectation is coupled with

the consumers prior feelings about the consumption experience.
Customer emotional response to the use of a product or service.
Customer satisfaction is typically defined as a post consumption
evaluative judgment concerning a specific product or service.
32. Tse and Wilton et.al (1988) define as the customer response to the

evaluation of the perceived discrepancy between prior expectations

and the actual performance of the product or service as
perceived after its consumption.
33. Economic Times (2005) Indian mobile phone market is set to surge

ahead since urban India has a teledensity of 30 whereas rural India has
 a teledensity of 1.74. It indicates that the market is on ascent, with
more than 85000 villages yes it come under teleconnectivity.
34. According to Cooper (1988) “a literature review uses as its database

reports of primary or original scholarship, and does not report new

primary scholarship itself. The primary reports used in the literature
may be verbal, but in the vast majority of cases reports are written
documents. The types of scholarship may be empirical, theoretical,
critical/analytic, or methodological in nature. Second a literature
review seeks to describe, summarize, evaluate, clarify and/or integrate
the content of primary reports”.
35. “Service quality differs from quality of goods, in that service are

intangible. This presents a challenge to marketers; service cannot

easily be communicated to customers, and hence quality maybe
difficult for customers to assess. Service are characterized as being
intangible, perishable, produced and consumed simultaneously, and
heterogeneous” (Zeithaml and Bitner, 2000; cited by van der Wal et
al., 2002).
36. According to Johnson and Sirikit (2002), Leisen and Vance (2001),

and van der Wal et al. (2002), the perception of customer towards the
service quality offered by service providers is a competitive advantage
among its rivals and it is often a major challenge for companies to
deliver the service process with quality consistently. A service with
high-quality has a competitive advantage in attracting new customers
which contributes to the market share. So perceived high service
quality will incline and increase buying quantity, frequency, as well as
spreading positive word of mouth (Venetis and Ghauri, 2000; Cited in
Aydin and Ozer, 2005).
37. A service quality model, known as SERVQUAL model is used in the

researches of Johnson and Sirikit (2002), Leisen and Vance (2001),

 and van der Wal et al. (2002). SERVQUAL consist of five
dimensions, which are reliability, responsiveness, assurance, empathy,
and tangibles.
38. “The overall attitude consumers have toward a good or service after

they have acquired and used it. It is a post-choice evaluative judgment

resulting from a specific purchase selection and the experience from
using it” (Mowen and Minor, 1998).
39. Customer satisfaction brings many advantages as satisfied customers

are not really price sensitive, buy additional products, are less
influenced by competitors and stay as loyal customer. Customer
satisfaction is stated where it has been deemed directly to affect
customer retention and companies’ market share. In banks, service
quality, service features, and customer-complaint handling determine
customer satisfaction. Few factors that affect satisfaction are
prolonged hours of operation and competitive interest rates as
researched by the study of Levesque and McDougall (1996).
40. There is a significant effect of customer satisfaction on the

performance of business and through customer satisfaction returns of

shareholders can be increased and value of any business can be
maximized.(O’sullivan,Mccalling,2010).
 CHAPTER – III

PROFILE OF THE COMPANY

 VIVO

Vivo is a Chinese multinational manufacturer of smartphones headquartered

in Dongguan, Guangdong province, China. Founded in 1995, vivo entered the
telecommunication and consumer electronics industry with landline phones and
wireless phones. From 2011, vivo started its smartphone business. As of 2014,
vivo releases and markets its smartphones under the vivo brand, ranking as the
5th top smartphone brand in China, and 10th top smartphone brand globally.

In 2014, vivo sold 25 million units in mainland China, in 2015, the sales
volume would reach 45 million worldwide, with an average retail price of $300.
The annual production capacity is 60 million units. Vivo is now among the top
five most profitable smartphone brands in China.

Currently 20,000 operators work in vivo, and 3,000 engineers are in four
R&D centers in Dongguan, Shenzhen, Nanjing and Chongqing. From hardware
design and manufacture, to software development (Android based Funtouch
OS), vivo has built a complete and sustainable ecosystem.

With the creativity and technology, vivo keeps innovating. In 2012, vivo
created the X1, the first Smartphone to incorporate a Hi-Fi chip, resulting in an
unparalleled audio experience. Pioneering this technology, it has been included
in all vivo smartphones ever since. From then on, the innovation never stops:

 2012, Xplay, world's first Hi-Fi smartphone integrated with OPA2604

amplifying power
 2013, vivo X3, world's first Hi-Fi smartphone integrated with ES9018 decoding
chip
 2013, Xplay3s, world's first 2K display Hi-Fi music smartphone with extreme
display performance
 2014, X5Max, world's slimmest smartphone with a totally new framework of
Hi-Fi 2.0

From 2011, vivo has been certified in over 100 countries and regions
worldwide, choosing the path of internationalization and moved on. Currently
vivo has presence in India, Malaysia, Indonesia, Thailand, Myanmar, Vietnam
and Philippines. Vivo entered India in Dec., 2014. In a short time span vivo has
established itself as a Hi-fi & Smart brand. Currently vivo is serving Indian
customers with 8,000 employees and 10,000 retailers, in over 300 cities in 22
states, with a strong focus on Hi-Fi Music. By the end of 2016, vivo will also
have established more than 200 exclusive after-sales

Service centers across the country. Vivo is one of the fastest growing
companies in India.

Vivo believes in diversity and creativity in India and hence has been
actively involved in some of the most popular properties such as Colors
Comedy Nights with Kapil, MTV Roadies, MTV Bollyland Festival and Vh1
Emerge. Regionally vivo sponsored Vijay TV--Koffee with DD (Season 2),
ETV Telugu--Extra Jabardast, ETV Kannada--Majha Talkies, Mazhavil
Manorama--D 4 Dance (Season 2), and Zee Kannada--Onduurnalli Raja Rani.
As a new brand for Indian consumers, vivo believes in reaching out to every
person in every state and this increases the kind of effort to establish the brand
in the hearts of consumers. Vivo looks forward to more such associations in the
future to create a brand visibility amongst the Indian masses.

The ‫ג‬€œMake in India‫ג‬€ initiative also resonates with vivo's plan. Its
assembly unit in Greater Noida is the first step toward this commitment. With
Rs. 125 crore first-phase investment, this unit will be operational in November,
2015. Totally 2,200 Indian employees will join the factory, which will help its
production capacity reach one million units/month and build a solid foundation
for vivo's sustainable development in India. Vivo strives to become a world-
class enterprise, healthy, progressive and sustainable.

Company introduction

A young global smart phone brand focusing on introducing perfect sound

quality and ultimate photography with cutting-edge technology, vivo develops
dynamic and stylish products for passionate young people. It develops and
manufactures smart phones, smart phone accessories, software, and online
services. Founded in 2009, vivo has quickly expanded into markets in India and
South East Asia.
 At vivo we are dedicated to the pursuit of perfection and continuously
creating surprises foe users through constant innovation. Pioneering the use of
Hi-Fi audio chips in smart phones, vivo created the very first smart phone with
a dedicated HiFi chip, the X1. Since then vivo has remained committed to
providing the very best possible experience to customers.

Our product’s camera also represents one of our most important competitive
advantages. Photography is a way for people to express themselves and share
joy with others. Through our vivo phone, we offer users a professional-grade
photography solution, taking mobile photography to the level of an art from,
witnessing and recording all of life’s beautiful moments.

BBK COMBANY

BBK electronics corporation is a Guangdong based consumer electronics

manufacturer with their headquarters and production base in Changan
donggusn. It is said to be the highest contributor to the tax money in changan
and thus you can see the introduction of the company listed at people’s
government of changan town. The company came into existence in the year of
1995 and month of September. According the listing of government website it
has manufacturing factories spread in 10 hectares of land and employees more
then 17,000 people. It has different branches that cater to myriad of business
that are operational all over the world

The listing also claims that BBK has two branches and one subsidiary
under its name, where it does business in research, production and sale of
educational electronics product such as learning machines, language repeaters,
electronics dictionary, reading machines, etc. They also manufactured landline
and cordless phones at that time. It has blue ray disc players, headphones and
headphone amplifiers that comes under the OPPO digital division. While when
it comes to smart phones, it has brands OPPO, vivo and one plus serves as
phones manufactuers.
PESTLE analysis of vivo

 Political factors.
 Economic factors.
 Social factors.
 Technological factors.
 Environmental factors.

Political factors

The political factors are most of the time not very much influential in the
way of the progress of the companies like Vivo. The company is away from the
political scenario of the state in which the country is operating. A country with
could be analyzed from the example that the sale of the white good items
became low. It could be analyzed from the example that the recent conflicts in
korea have affected the company as a whole.

Economic factors

This is one the very important dimension for the company like vivo. The
more the sates will develop the higher are the chances of the company to expand
and open its new units in the newly developed zones. The good GDP of the
country means that the people has more income and will be more prone to
buying the latest items produced by the company.

Social factors

These impacts are purely based on the local beliefs and culture of the people
in which the company is operating. This is a very dynamic domain and for the
success, the company must show flexibility in its policies pertaining to the local
culture.

Technological factors

Vivo has been famous in the world for its innovation. Vivo has its mission
to always follow the contemporary trends in the technological sphere. There are
many rivals of vivo now. It is incumbent for the company to go one step ahead
of the technology. The products vivo is producing are mostly technological
related so it is one of an essential factors which the company needs to keep in
view while chalking out the policies and assessing the forthcoming launching of
devices and the features of the devices.

Legal factors

For the global company like vivo which has many rivals like apple. Vivo
has very much vigilant about the legal issues like copy and other pirated issues.
Apple has many times blamed vivo for copying their design and features. In this
perspective, vivo has to face many penalties. Moreover, vivo should always
abide by the legal issues of the domain in order to increase the customers and to
maintain a positive image in the market which will always help in gaining the
trust of the customers.

Environmental factors

With the rise of globalization, people have become more and ethics oriented.
The consumers always expect from their favourite brand to be socially
responsible. They always want from their favourite brand to be society as a
whole. The working conditions of the company must also be good enough to
attract the best of the individuals to be the part of the vivo family.

Mission

Vivo smart Medical Devices core value is about bringing innovation to lives.
We achieve this by designing and developing effective, trusted affordable
medical devices & healthcare technologies that add value, reduce costs and
improve patient care. Vivo mission is to directly support artists and independent
community-based producers to develop, exchange, and disseminate their skills
in supportive environment through accessible services and programs.

Vision

Solve clinical needs with innovation technology that improved patient

outcomes at a lower cost. Think in new ways to meet the needs of customers
and healthcare by developing innovative medical devices & healthcare
technologies that enhance people’s lives, care and comfort.
  To customers, we promise to provide quality and superior
services.
 To employees, we commit to build up harmonious work
atmosphere of mutual respect.
 To business partners, we shall furnish a fair and square
cooperative platform on the basis of equality and mutual
benefit.
 To shareholders, we are devoted to rendering higher
investment returns than average.

Core value

 Integrity.
 Team spirit.
 Superior quality.
 Sustained learning.
 Customer orientation.
 CHAPTER –IV
DATA ANALYSIS AND
INTERPRETATION
 TABLE – I

GENDER

GENDER RESPONDENTS PERCENTAGE

MALE 24 68.5

FEMALE 11 31.5

GENDER
80

70 68.5

60

50
GENDER
40
31.5
30

20

10

0
MALE FEMALE

INTERPRETATION:

From the above table is shown that, 68.5% of Respondent’s were male .31.5%
of Respondent’s were female.
 TABLE –II

MARITAL STATUS

MARITAL STATUS RESPONDENTS PERCENTAGE

MARRIED 20 57

UNMARRIED 15 43

MARITAL STATUS
60 57

50
43
40
MARITAL STATUS
30

20

10

0
MARRIED UNMARRIED

INTERPRETATION:

From the above table is shown that, 57%of Respondent’s were

married .31.5% of Respondent’s were unmarried.
 TABLE – III

AGE GROUP

AGE GROUP RESPONDENTS PERCENTAGE

15-25 13 37

26-35 6 17

36-45 16 46

Above 45 - 0

AGE GROUP
50
46
45
40 37
35
30
AGE GROUP
25
20 17
15
10
5
0
0
15-25 26-35 36-45 Above 45

INTERPRETATION:

From the above table it shown that, 37% of the respondent’s were from
the age group of 15-25 years, 17% of the age of respondent’s were from the age
group of 26-35 years, 46% of the respondent’s were from the age group of 36-
45years, 0% of the respondent’s were from the age group of 45 older years.
 TABLE – IV

OCCUPATION

OCCUPATION RESPONDENTS PERCENTAGE

Self Employed 13 37

Professional 6 17

Salaried 16 46

OCCUPATION
50
46
45
40 37
35
30
OCCUPATION
25
20 17
15
10
5
0
Self Employed Professional Salaried

INTERPRETATION:

From the above table is shown that, 37%of Respondent’s were self
employed .17% of Respondent’s were professional.46%of Respondent’s were
salaried. .
 TABLE – V

HOW LONG USING THE MOBILE

HOW LONG USING

RESPONDENTS PERCENTAGE
THE MOBILE

Less than 1 year 8 23

1-2 years 19 54

2-4 years 6 17

Above 4 years 2 6

HOW LONG MOBILE USING

60
54
50

40
HOW LONG MOBILE USING
30
23
20 17

10 6

0
Less than 1 year 1-2 years 2-4 years Above 4 years

INTERPRETATION:

From the above table is shown that, 23% of Respondent’s were using less
then1year .54% of Respondent’s were using from 1-2years.17% Respondent’s
were 2-4 years. 6% Respondent’s were using with in above 4 years.
 TABLE – VI

WILLING TO PAY THE MOBILE PHONE

WILLING TO PAY
RESPONDENTS PERCENTAGE
THE MOBILE

10000 4 11

10000-20000 22 63

20000-40000 7 20

Any amount 2 6

WILLING TO PAY THE MOBILE PHONE

70
63
60

50

40 WILLING TO PAY THE MOBILE

PHONE

30
20
20
11
10 6

0
10000 10000-20000 20000-40000 Any amount

INTERPRETATION:

11% of Respondent’s were spending within 10000 and 63 % of Respondent’s

were spending from 10000-20000 and 20% Respondent’s were from 20000-
40000 and 6% Respondent’s were spending Any amount.
 TABLE- VII

ATTRACTIVE
RESPONDENTS PERCENTAGE
FEATURES

Application 1 3

Camera 7 20

Internet connectivity 5 14

All 22 63
ATTRACTIVE FEATURES

ATTRACTIVE FEATURES
70
63
60

50

40
ATTRACTIVE FEATURES
30
20
20
14
10
3
0
Application Camera Internet Connectivity All

INTERPRETATION:

From the above table is shown that, 3%of Respondent’s were buying for is
Application.20 % of Respondent’s were buying for camera.14 %of
Respondent’s were buying for internet connectivity. 63% Respondent’s were
buying for All.
 TABLE – VIII

CAMERA RESOLUTION PREFER

CAMERA
RESOLUTION RESPONDENTS PERCENTAGE
PRE8ER
2mp – 4 mp 5 14

5mp – 8mp 5 14

8mp – 12 mp 15 43

No Idea 10 29

Camera Resolution Prefer

50
45 43
40
35
30 29
Camera Resolution Prefer
25
20
15 14 14

10
5
0
2mp - 4 mp 5mp - 8mp 8mp - 12mp No Idea

INTERPRETATION:

From the above table is shown that, 14% of Respondent’s mobile camera have
2mp-4mp.14% of Respondent’s mobile camera have 5mp-8mp.43%
Respondents’ mobile camera have 8mp-12mp.29% Respondent have No idea.
 TABLE – IX

GRAPHICS RESOLUTION PREFER

GRAPHICS
RESOLUTION RESPONDENTS PERCENTAGE
PREFER
960x640 11 32

800x400 5 14

No Idea 19 54

GRAPHICS RESOLUTION PREFER

60
54

50

40

32 GRAPHICS RESOLUTION PREFER

30

20
14

10

0
960x640 800x400 No Idea

INTERPRETATION:

From the above table is shown that, 32% of Respondent’s mobile have
960x640 graphics resolution .14 % of Respondent’s mobile have 800x400
graphics resolution.54% of Respondent’s have no idea.
 TABLE – X

VIDEO RESOLUTION CLARITY

VIDEO RESOLUTION
RESPONDENTS PERCENTAGE
CLARITY
Normal video recording
12 34
with 960x540 quality
4.3 inches big screen 12 34

No idea 11 32

VIDEO RESOLUTION CLARITY

34.5
34 34
34

33.5

33
VIDEO RESOLUTION CLARITY
32.5
32
32

31.5

31
Normal video 4.3 inches big screen No idea
recording with
960x540 quality

INTERPRETATION:

From the above table is shown that, 34% of Respondent’s mobile have normal
video recording with 960x540.34 % of Respondent’s mobile have 4.3 inches big
screen.32% of Respondent’s mobile have no idea.
 TABLE – XI

EXPECT OPERATING SYSTEM

EXPECT
OPERATING RESPONDENTS PERCENTAGE
SYSTEM
Should provide rich
6 17
user interface
Should provide rich
3 8
navigation
Easy to upgrade 11 31

All 15 43

EXPECT OPERATING SYSTEM

50
43
40
31
30
20 17

10 8
EXPECT OPERATING SYSTEM
0
l
ce
tio
n de Al
erfa a gra
in
t vig up
er na o
us ch syt
ich der Ea
er vi
vid p ro
p ro ld
ld hou
hou S
S

INTERPRETATION:

From the above table is shown that, 17% of Respondent’s answered that, its
should provide rich user interface.8 % of Respondent’s answered that, its should
provide navigation. 31% Respondent’s answered that, it’s easy to upgrade. 43%
of Respondent’s answered that, its all.
 TABLE - XII

LEVEL OF MEMORY NEED

LEVEL OF MEMORY
RESPONDENTS PERCENTAGE
NEED
2 GB 2 6

4 GB 18 51

5 GB 7 20

10 GB 8 23

LEVEL OF MEMORY NEED

60
51
50

40
LEVEL OF MEMORY NEED
30
23
20
20

10 6

0
2 GB 4 GB 5 GB 10 GB

INTERPRETATION:

From the above table is shown that, 6% of Respondent’s stated that, the level
of memory needed 2GB.51% of Respondent’s stated that, level of memory
needed 4GB.20% of Respondent’s sated that, the level of memory needed
5GB.23% of Respondent’s stated that, the level of memory needed 10GB.
 TABLE – XIII

SPECIAL APP FOR MAKING THE VIDEO CALLS

SPECIAL APP FOR

MAKING THE RESPONDENTS PERCENTAGE
VIDEO CALLS
YES 20 52

NO 5 14

NO IDEA 10 34

SPECIAL APP FOR MAKING THE VIDEO CALLS

60
52
50

40
34 SPECIAL APP FOR MAKING THE
VIDEO CALLS
30

20
14
10

0
Yes No No Idea

INTERPRETATION:

From the above table is shown that, 6% of Respondent’s stated that, the level
of memory needed 2GB.51% of Respondent’s stated that, level of memory
needed 4GB.20% of Respondent’s sated that, the level of memory needed
5GB.23% of Respondent’s stated that, the level of memory needed 10GB.
 TABLE XIV

BIGGER OUTPUT FOR PLAYING GAMES

BIGGER OUTPUT
FOR PLAYING RESPONDENTS PERCENTAGE
GAMES
YES 18 52

NO 5 14

NO IDEA 12 34

BIGGER OUTPUT FOR PLAYING GAMES

60
52
50

40
34 BIGGER OUTPUT FOR PLAYING
GAMES
30

20
14
10

0
Yes No No Idea

INTERPRETATION:

From the above table is shown that, 52 % of Respondent’s have said Yes
, 14% of Respondent’s have said No, 34% Respondent’s have no idea on
bigger output.

TABLE - XV
 RANGE OF DOWNLOAD SPEED

RANGE OF
RESPONDENTS PERCENTAGE
DOWNLOAD SPEED
10 Mbps 8 22

12 Mbps 7 20

More than 14 Mbps 17 49

No idea 3 9

RANGE OF DOWNLOAD SPEED

60

50 49

40

RANGE OF DOWNLOAD SPEED

30
22
20
20

10 9

0
10 Mbps 12 Mbps More than 14 No idea
Mbps

INTERPRETATION:

From the above table is shown that, 22% of Respondent’s mobile range
have10Mbps.20% of Respondent’s mobile range have12Mbps.49% of
Respondent’s mobile range have More then 14Mbps. 9% of Respondent’s have
No idea.

TABLE - XVI
 DOWNLOAD FREQUENTLY

DOWNLOAD
RESPONDENTS PERCENTAGE
FREQUENTLY
Documents 7 20

Music and Videos 5 14

All 23 66

DOWNLOAD FREQUENTLY
70 66

60

50

40 DOWNLOAD FREQUENTLY

30
20
20
14
10

0
Documents Music and Videos All

INTERPRETATION:

From the above table is shown that, 20% of Respondent’s download for
Documents.14% of Respondent’s download for Music and videos.66% of
Respondent’s download for All.

TABLE - XVII
 DOWNLOAD APPS FOR PREFER TIME

DOWNLOAD APPS
RESPONDENTS PERCENTAGE
FOR PREFER TIME
Yes 21 60

No 8 23

No Idea 6 17

DOWNLOAD APPS FOR PREFER TIME

70
60
60

50

40 DOWNLOAD APPS FOR PREFER

TIME

30
23
20 17

10

0
Yes No No Idea

INTERPRETATION:

From the above table is shown that, 60% of Respondent’s have said Yes.23 %
of Respondent’s have said No. 17% of Respondent’s have No idea.

TABLE – XVIII
MOBILE APPLICATION ARE REALLY DOMINATING THE OTHER
FEATURES OF SMART PHONES?

MOBILE
APPLICATION ARE
REALLY
RESPONDENTS PERCENTAGE
DOMINATING THE
OTHER FEATURES
OF SMART PHONES?
Yes 22 62

No 0 0

No Idea 13 38

MOBILE APPLICATION ARE REALLY DOM-

INATING THE OTHER FEATURES OF
SMART PHONE
70
62
60
MOBILE APPLICATION ARE
50 REALLY DOMINATING THE
OTHER FEATURES OF SMART
40 PHONE
31
30

20

10
0
0
Yes No No Idea

INTERPRETATION:

From the above table is shown that, 62% of Respondent’s have said yes for its
reality 31% of Respondent’s have downloading apps No idea.
 .CHAPTER –V
FINDINGS AND
SUGGESTIONS

Finding
1. 68.5% of Respondent’s were male and 31.5% of Respondent’s were
female.

2. 57%of Respondent’s were married and 31.5% of Respondent’s were

unmarried.

3. 37% of the respondent’s were from the age group of 15-25 years and 17%
of the age of respondent’s were from the age group of 26-35 years and
46% of the respondent’s were from the age group of 36-45years and 0%
of the respondent’s were from the age group of 45 older years.

4. 37%of Respondent’s were self employed and 17% of Respondent’s were

professional and 46%of Respondent’s were salaried.

5. 23% of Respondent’s were using the less then1year and 54% of

Respondent’s were using from 1-2years and 17% Respondent’s were
using from 2-4 years and 6% Respondent’s were using with in above 4
years.

6. 11% of Respondent’s were spending within 10000 and 63 % of

Respondent’s were spending from 10000-20000 and 20% Respondent’s
were from 20000-40000 and 6% Respondent’s were spending Any
amount.

7. 3%of Respondent’s were buying for its Application.20 % of

Respondent’s were buying for camera and14% Respondent’s were buying
for internet connectivity and 63% Respondent’s were buying for All.

8. 14% of Respondent’s mobile camera have 2mp-4mp and 14% of

Respondent’s mobile camera have 5mp-8mp and 43% Respondent’s
mobile camera have 8mp-12mp and 29% Respondent have No idea.
9. 32% of Respondent’s mobile have 960x640 graphics resolution and 14 %
of Respondent’s mobile have 800x400 graphics resolution and 54% of
Respondent’s have no idea.
10.34% of Respondent’s mobile have normal video recording with 960x540
and 34 % of Respondent’s mobile have 4.3 inches big screen and 32% of
Respondent’s mobile have no idea.

11.17% of Respondent’s answered that, its should provide rich user interface
and 8 % of Respondent’s answered that, its should provide navigation.
31% Respondent’s answered that, its easy to upgrade and 43% of
Respondent’s answered that, for all.

12.6% of Respondent ‘s stated that, the level of memory needed 2GB and
51% of Respondent’s stated that, level of memory needed 4GB and 20%
of Respondent’s sated that, the level of memory needed 5GB and 23% of
Respondent’s stated that, the level of memory needed 10GB.

13.52 % of Respondent’s have said Yes and 14% of Respondent’s have said
No and 34% Respondent’s have no idea on bigger output.

14. 22% of Respondent’s mobile range have10Mbps and 20% of

Respondent ‘s mobile range have12Mbps and 49% of Respondent’s
mobile range have More then 14 Mbps and 9% of Respondent’s have No
idea.

15.20% of Respondent’s download for Documents and 14% of Respondent’s

download for Music and videos and 66% of Respondent’s download for
All.

16.60% of Respondent’s have said Yes and 23 % of Respondent’s have

said No and 17% of Respondent’s have No idea

17.62% of Respondent’s have said yes for its reality and 31% of
Respondent’s have downloading apps No idea.
Suggestions

1. The usage of mobile phones are less one year. The company can improve
its performance to maximize its usage.
 2. The cost of the mobile phones can be revised in order to increase its sales.

3. The vivo mobile company can improvise its user interface performance.

4. The inbuilt memory capacity can be maximized.

5. The overall performance of the mobile is good. The company is

suggested to maintain the same in order to retain its customers.

CONCLUSION:
Customer satisfaction can be defined as an overall customer attitude towards
a service provider, or an emotional reaction to the difference between what
customers anticipate and what they receive, regarding the fulfillment of some
need, goal or desire. Satisfaction represents a veritable key of modeling the
acquisition behaviour of the customer, being supported by three groups of
variables:

1. Cognitive variables, based on the qualitative superiority of the products

given by the performance.
2. Affective variables, based on the emotions produced to the customers.
3. Conative variables, based on the interaction between the provider and the
customer in the buying act.
4. The above groups built up the interface where latent variables, such as
corporate image & brand image, customer expectations, perceived
product value, perceived service value, perceived value, commitment,
customer satisfaction, and customer loyalty are developed or even
damaged.

The survey is involved in measuring the level of satisfaction and

preference of vivo customer and their by the survey they recommends vivo to
improve their Customer Satisfaction towards vivo: An Empirical Study
Proceedings of vivo coverage and to wipe out the calling congestion. And it is
assured that the company can achieve the 100% satisfaction level of using vivo.
And also the customer might not be switch over to another mobiles .It will
create goodwill for the company.
A lack of customer satisfaction modelling and the nonexistence of a well-
defined questionnaire could have a negative effect on the development of
sustainable and recurring business. For that reason organisations could
definitively take advantage of a proven systematic customer satisfaction
process. The challenge for organisations is to implement and secure a
standardized customer satisfaction process across their class of markets and
geographic markets (countries). Customer satisfaction is addressed as a strategic
business development tool. Ultimately it will lead to more loyal customers and
more profitable business.
It is important to realize that many customers will not complain and this
will differ from one industry sector to another. In other words, we often are not
aware of the extent of satisfaction / dissatisfaction as long as we do not ask.
Customer satisfaction research should be done with greatest care. Measuring
customer satisfaction must be a continuously, consistent, timely, accurate and
reliable process. B2B organisations need to undertake direct action to avoid
serious hindrance of their business development over the coming period. B2B
organisations will not succeed by simply doing more of what they are doing
now; they need to do some things differently. This is where a new corporate
customer satisfaction approach becomes a powerful strategic business
development tool for B2B organisations.
Customer satisfaction management is a basic and constant requirement
for any organisation, whether it be private or public. Satisfied customers lead to
repeat purchases or referrals, and are an indicator for public institutions that
public funds are well-spent. Customer satisfaction is an important aspect of both
strategic and operational planning, and is an integral part of marketing and
quality improvement initiatives. The measurement of customer satisfaction is an
ongoing requirement. It is needed to assess an organisation’s performance
adequately, so that continual improvements can be made.

QUESTIONNAIRE:
A STUDY ON CUSTEMER SATISFECTION TOWORDS VIVO
1.Name:
2.Gender:
A. Male B. Female
3.Marital status:
A.Married B.Unmarried
4. Age group:
A.15-25 B.26-35 C. 36-45 D. Above 45
5.Occupation
A.Self Employed B.Profestional C. Salaried
6.Please write the model your vivo mobile?

7.How long are you using the mobile phone?

A.Lessthen 1 year B. 1-2 Years C.2-4 Years D.Above 4 years
8.What would you be willing to pay for a mobile phone?
A.10000 B.10000 to 20000 C.20000 to 40000 D.Any amount

9.What is the main feature that attracts you while deciding upon a smart
phone?

A. Application B. Camera C. Internet connectivity D.All

10.What is the desired Camera resolution range you prefer in a smart

phone?

A. 2mp – 4mp B. 5mp -8mp C. 8mp-12mp D. No Idea

11.What is the desired graphics resolution range you prefer in a smart

phone?

1. A.960x640 B.800x400 C. No Idea

12.What is the desires video resolution clarity as per your preference?

High definition 1080 p

A. Normal video recording with 960 X 540 quality resolution

B. 4.3 inches big screen resolution
C. No idea

13.What do you expect from an operating system of smart phones?

Fast and easy

A. Should provide rich user interface
B. Should provide rich navigation
C. Easy to upgrade
D. All

14.What level of memory you need against cloud storage service provided
by smart phones?

A. 2 GB
B. 4GB
C. 5GB
D. 10GB

15.Do you need a special app for making the video calls?

A. Yes
B. No
C. No idea

16.Do you prefer bigger output for playing games?

A. Yes
B. No
C. No idea

17.What range of download speed you expect from smart phones?

A. 10 Mbps
B. 12 Mbps
C. More than 14 Mbps
D. No idea

18.What you download frequently, using the smart phones?

A. Documents
B. Music and videos
C. All

19.Do you prefer to download apps from internet every time?

A. Yes
B. No
C. No idea

20.Do you think mobile applications are really dominating the other
features of smart phones?

A. Yes
B. No
C. No idea