TABLES OF CONTENTS

CHAPTER NO. CONTENTS PAGE NO:

LIST OF TABLES

LIST OF FIGURES

ABSTRACT

CHAPTER 1 INTRODUCTION 1–4

CHAPTER 2 REVIEW OF LITERATURE 6–8

THEORITICAL
CHAPTER 3 FRAMEWORK 10 – 14

DATA ANALYSIS AND

CHAPTER 4 INTERPRETATION 16 – 40

FINDINGS, SUGGESTIONS
CHAPTER 5 & CONCLUSION 42 – 44

BIBLIOGRAPHY 46

ANNEXURE
48- 49
QUESTIONNAIRE
 LIST OF TABLES

TABLE TITLE PAGE NO:

NO:

4.1 Table showing classification of the respondents 17

based on Gender

4.2 Table showing classification of the respondents 18

based on occupation

4.3 Table showing classification of the respondent 219

based on annual income

4.4 Table showing respondent ever used any product 20

of Oppo MOBILES ..

4.5 Table showing which product respondent buys more. 21

4.6 Table showing that respondent heard about Oppo 22

MOBILES . before using the sample

4.7 Table showing respondent like Oppo MOBILES . 23

4.8 Table showing main factors affect the respondent 24

on buying Oppo MOBILES .

4.9 Table showing the location for buying Oppo 25

MOBILES .

4.10 Table showing whether respondent buy this in 26

the future

4.11 Table showing the respondent recommend 27

this product
4.12 Table showing respondent deals with Oppo 28
MOBILES .

4.13 Table showing the rating of Oppo MOBILES . 29

4.14 Table showing how much long the respondent 30

using Oppo MOBILES .

4.15 Table showing how did you come to know about it 31

4.16 Table showing Oppo MOBILES . offers large

variety of . 32

4.17 Table showing the satisfaction of customers 33

4.18 Table showing the Oppo MOBILES . uses natural 34

ingredients

4.19 Table Showing Oppo MOBILES . are chemical free 35

4.20 Table Showing Oppo MOBILES . have good image 36

4.21 Table Showing the price level the customer 37

most prefer

4.22 Table Showing the pricing are reasonable 38

39
4.23 Table Showing whether the respondent purchase
Oppo MOBILES . through online
 40
4.24 Table showing whether the responders are convenient
on using Oppo MOBILES .

`
 LIST OF CHARTS

FIGURE
TITLE PAGE NO:
NO:

Chart showing classification of the respondent based on 17

4.1
Gender

Chart showing classification of the respondents based on 18

4.2
occupation

Chart showing classification of the respondents based on 219

4.3
annual income

Chart showing the respondent have ever used Oppo 20

4.4
MOBILES .

4.5 Chart showing which . responders buy more 21

Chart showing whether the responders heard about 22
4.6
Oppo MOBILES .

4.7 Chart showing the responders like Oppo MOBILES . 23

Chart showing main factors with effect the Oppo 24

4.8
MOBILES .

Chart showing prescribed location for purchase Oppo 25

4.9
MOBILES .

Chart showing whether the respondent buy this product 26

4.10
in the future
Chart showing whether the responders prescribe this 27
4.11
product to friends and relatives
Chart showing the responders deals with Oppo 28
4.12
MOBILES .

4.13 Chart showing the rating of Oppo MOBILES . 29

Chart showing how much long the responders use 30

4.14
Oppo MOBILES .

4.15 Chart showing how come to known about Oppo 31

MOBILES .
4.16 Chart showing Oppo MOBILES . offers large variety
32
4.17 Chart showing satisfaction of responders 33
4.18 Chart showing Oppo MOBILES . contain natural 34
ingredients
4.19 Chart showing Oppo MOBILES . are chemical free 35

Chart showing have the Oppo MOBILES . . have good 36

4.20
image

Chart showing the price level of Oppo MOBILES . . 37

4.21
which the responders buy more

Chart showing the price of Oppo MOBILES . are 38

4.22
reasonable to responders

Chart showing the responders buy this product through 39

4.23
online
Chart showing responders are convenient on using 40
4.24
Oppo MOBILES .

ABSTRACT
 ABSTRACT

This project is about “A STUDY ON CUSTOMER

SATISFACTION TOWARDS OPPO MOBILES MOBILES IN
ARUPPUKOTTAI TOWN”. The main objective of the study is to find out
the consumer satisfaction of Oppo Mobiles. The research mainly focuses on
the factors like quality, consumer preference, price, service, attitudes and
experience of consumers.

In this study, data are collected from the consumers through

questionnaire (interview schedule)., 100 samples are selected using
convenience sampling. Using the interview schedule prepared, the 100
consumers are interviewed personally and their opinion was collected.

Secondary data was collected from the management. The

collected data is analyzed using analytical tools like simple percentage
and chi-square test. As per the findings, suggestions are given to the
company to take initiation to fulfill the consumer needs.
 CHAPTER I
INTRODUCTION
 1.1 Introduction

A smartphone is a portable computer device that combines mobile telephone

functions and computing functions into one unit. They are distinguished from older-
design feature phones by their stronger hardware capabilities and extensive mobile
operating systems, which facilitate wider software, access to the internet (including
web browsing over mobile broadband), and multimedia functionality (including
music, video, cameras, and gaming), alongside core phone functions such as voice
calls and text messaging. Smartphones typically contain a number of metal–oxide–
semiconductor (MOS) integrated circuit (IC) chips, include various sensors that can
be leveraged by pre-installed and third-party software (such as a magnetometer, a
proximity sensor, a barometer, a gyroscope, an accelerometer, and more), and
support wireless communication protocols (such as Bluetooth, Wi-Fi, or satellite
navigation). More recently, smartphone manufacturers have begun to integrate
satellite messaging connectivity and satellite emergency services into devices for
use in remote regions where there is no reliable cellular network.

Following the rising popularity of the iPhone in the late 2000s, the majority of
smartphones have featured thin, slate-like form factors with large, capacitive screens
with support for multi-touch gestures rather than physical keyboards and have
offered the ability for users to download or purchase additional applications from a
centralized store and use cloud storage and synchronization, virtual assistants, as
well as mobile payment services. Smartphones have largely replaced personal
digital assistant (PDA) devices, handheld/palm-sized PCs, portable media players
(PMP), and, to a lesser extent, handheld video game consoles.

Improved hardware and faster wireless communication (due to standards such

as LTE) have bolstered the growth of the smartphone industry. In 2022, 1.43 billion
smartphone units were shipped worldwide. 75.05 percent of the world population
were smartphone users as of 2020.

10
1.2 STATEMENT OF THE PROBLEM

Consumer satisfaction is the independent variable which is a highly complicated.

It should be the influence of variable price, brand image, quality of the product.
Today’s market is open market, consumer taste and satisfaction is always changeable
in condition. A study of consumer satisfaction of Oppo mobiles in order to find out the
solution, whether there is some satisfaction among the users of Oppo product or not.

SCOPE OF STUDY

The main aim is to examine the customer’s level of satisfaction on Oppo

mobiles. with special reference to Aruppukottai Town. This study helps in
understanding the needs and the expectation to be done on Oppo mobiles.

OBJECTIVE OF THE STUDY

 To measure the level of satisfaction of the customers on Oppo mobiles

 To find out the factors which are influencing to buy Oppo mobiles
 To bring out the expectation level of customers and give some valuable suggestion.

LIMITATIONS OF THE STUDY

 The survey is based on the respondents chosen at random from Aruppukottai Town.
Hence the results of the study cannot be generalized.
 The sample size has been restricted to 120 respondents.
 The respondent’s views and opinions may hold good for the time being and may vary
in future.

11
 1.3 INDUSTRIAL PROFILE

OPPO Company was founded in 2004 and launched its DVD products in Europe and

the United States in the same year. In 2008, OPPO launched its first mobile phone -- OPPO

A103 "Smiley Face" and officially entered the mobile phone industry. OPPO continues to

show goodwill in science and technology and the attitude "Inspiration Ahead" with all users.

The founding team of OPPO has extensive experience in electronic industry. When

the team left BBK Company and founded the new completely independent brand - OPPO,

they adhered to the belief of creating great products. In the fierce competing market, OPPO

gradually became one of the Top-5 mobile phone brands in the world and emerged in the

products.

Today, OPPO produces mobile phones (including Reno series), headphones, watches,

tablets and other smart devices. OPPO also developed Color OS operating system. With an

innovative, open and elegant software-hardware integrated experience, OPPO is committed to

creating a beautiful and intelligent life for users all over the world.

Brand Milestones

OPPO has been cultivating its capabilities for nearly 20 years and gone through four

transformations spanning four different eras.

The brand name "Oppo" was registered in China in 2001 and launched in 2004.Since

then, the company has expanded to 50 countries.

In June 2016, OPPO became the largest smartphone manufacturer in China, selling its

phones at more than 200,000 retail outlets.OPPO was the top smartphone brand in China in

2019 and was ranked No. 5, in market share, worldwide.

12
Smartphones

Main article: Oppo phones

Headphones and amplifiers

Released in 2015, the HA-2, was a portable version of the HA-1 amp/DAC, which

featured a battery pack option and a stitched leather casing. The phone played music in real-

time to the HA-2 (via the included Android micro USB cable or iOS lightning cable, or USB

cable if from PC). It also can be charged using an included "rapid charger" charging kit. The

battery pack feature can only be used simultaneously while the HA-2 is used to play music if

the playing (source) device is an Apple iOS device. In October 2016, an updated version was

released with a new DAC chip and now named HA-2SE. Otherwise, it was the same as the

HA-2.[citation needed]

Smart watches

OPPO launched its first smart watch, the OPPO Watch, on 6 March 2020 in the

Chinese domestic market

13
 CHAPTER II
REVIEW OF LITERATURE

14
2.1 Introduction
The literature review discusses published information in a particular subject
area .and sometimes information in a particular subject area within a certain time
period. A literature review can be just a simple summary of the source .But it is
usually as an Organizational pattern and combines both summary and synthesis.
It is help in clarifying and defining the problem, stating the objectives, formatting
hypothesis, selecting an appropriate design and methodology of research as well
as interpreting the result in the light of research work already undertaken in the
previous studies. In this chapter an responder has to made to provide and present
an overview of various aspect of this study through the review of the existing
literature

2.2.1 Empirical Review

Dr.S.Rabiyathul Basariya, Dr.Ramyar Rzgar Ahmed (2019)1 in the study

titMobiles, “A study on consumer preference towards Mobiles .”, the main objective
of the study is know the preference level of the customer, brand awareness, and
factors influencing on the usage of Mobiles .. They collects both primary as well as
secondary data and collects by questionnaire, journals, websites etc., and uses chi-
square method, mean, medium, mode, percentage analysis for the data collected. The
study suggest that the salient features must be improved, additional service and
warranty period must be expanded. The Mobiles technology has made great changes
in the world of technology.

J.Mahendran (2017)2 the study paper mainly focused on the purpose, usage,
lifetime of mobiles The objective of the study is to find out the consumer preference
and satisfaction towards mobiles with special reference to Aruppukottai Town. The
primary and secondary data is collected by using questionnaire from 50 respondence
and collected data from websites, books. They uses convenience sampling method for
analysis. The smart mobiles technology in is increasing rapidly and the consumers are
satisfied on it.

15
 Mr.U.D. Dinesh Kumar journal of business management (2017)3made the study on
a customer satisfaction towards Oppo .. The primary objective of this study is to find
out the customer preference and satisfaction towards laptops with respondent 1 Dr. S.
Rabiyathul Basariya, dr. Ramyarrzgerahmed“ a study on consumer preference towards
Mobiles .. 2 J mahendran“ the study paper mainly focused on usage, lifetime of
Mobiles ..

MR U.D. Dinesh kumar“ a study on a customer satisfaction towards Oppo .. by

using questionnaire method. Oppo electronics co limited in South Korean
multinational electronics company headquarters in Suwon. It is a flagship subsidiary
of the Oppo group and has been the world’s largest information technology company
by revenue of the company. The company is the world’s largest vendor of
Mobilesphones since 2011. Oppo has also established a prominent position in the
tablet computer market, with the release of the android-powered Oppo galaxy tab.

S.Thenmozhi(2017)4in the study titMobiles “A study on consumer’s expectations,

perception and satisfaction of Mobiles television in Karur town”, the study is about
the Mobiles technology and its impacts on television. The main objective is to know
about the satisfaction on buying the Mobiles . and expectations, and perception on
Mobiles .. It highlights the developments in the application. It focuses on the purpose,
usage, lifetime of MOBILES .. The primary and secondary data was collected and a
survey was conducted to 120 respondents by using questionnaire, and uses
convenience sampling method for analysis.

Dr.P.Parimaladevi (2017)5 in the study Oppo mobiles “A study on consumer

satisfaction towards Mobiles television with special reference to erode Town”,
Consumer satisfaction is an abstract concept and the actual manifestation satisfaction
will vary from person to person and products and services.

16
 P.Jayasubramanian, P.Kanagaraj, J.Mahendran (2015)6 in the study titMobiles “A
study of customer satisfaction towards Mobiles technology with reference to Mobiles .
Aruppukottai of Tamilnadu”, it is about the impact of Mobiles in television. The
object of the study is to know about the level of satisfaction and preference towards
MOBILES . on consumers. The primary and secondary data is collected with the help
of questionnaire and journal, magazines and internet. The data is collected from 50
respondents and it is pre-tested with some respondents through pilot survey, chisquare
test is used for analysis. The MOBILES technology improves brightness and
reliability, the MOBILES technology on MOBILES . made great change in the world
of television.

Mr.U.Dinesh Kumar, K.Prabhu (2011)7 in the study Oppo Mobiles “A study on

customer satisfaction towards Oppo .”, the object of the study of dealers awareness
and perception about color.. The researcher has collected primary data from
questionnaire and cum interview and the sample size is 150 respondence from
Aruppukottai Town and uses simple percentage and bar chart test. The study suggests
reducing the price and giving offers to increase the company growth. The study
concludes that the customer is satisfied with their brands.

17
 CHAPTER III
RESEARCH METHODOLOGY

18
 3.1 Conceptual review

A conceptual frame work is an analytical tool with several variations and

contexts. It can be applied in different categories of work where an overall
picture is needed. It can be used to make conceptual distinction and organize
ideas. Strong conceptual framework captures something real and does this in a
way that is easy to remember and apply.

3.1.1 Introduction

Theories are formulated to explain, predict and understand phenomena and

in many cases to challenge and extend existing knowMobilesge with the limits
of critical bonding assumptions. The theoretical framework is the structure that
can hold or support a theory of a research study. The theoretical frameworks
introduce and describe the theory that explains why the research problem under
study exists. A theoretical framework consists of concepts and together with
their definitions and reference to relevant scholarly literature, existing theory
can be used for your particular study. The theoretical framework must
demonstrate an understanding of theories and concepts that are relevant to the
topic of your research paper and that relate to the border areas of
knowMobilesge being considered.

3.1.2 Customer

A customer is a person that receives, consumes or buys a product or service

and can choose between different goods and services. The main role of
enterprises is to attract customers or client and make them purchase what they
have on sale. They also encourage them to keep coming back.

19
We often refer to customers who have a relationship with the suppliers and
clients.
The 7 steps approach for attracting new customers is

 Identify the ideal client.

 Discover where your customer lives.

 Know your business inside and outside.

 Position yourself as the answer.

 Try direct response marketing

 Build partnership

 Follow – up

3.1.3 Types of customers

There are mainly 4 types of customers

The toughest challenge that companies face today is dealing with the
margin – draining games played by some customers to gain additional
discounts. Each customer type requires a different selling approach.

The four primary customer’s type is:

1. Price buyers: These customers want to buy . and services only at the
lowest possible price. They are less concerned about value,
differentiation or relationship.
2. Relationship buyer: These customers want to trust and have dependable
relationship with their supplier to take good MOBILES . of them.
3. Value buyer: These customers understand the value and want suppliers
to be able to provide the most value in their relations.
4. Poker player buyers: These are relationship or value buyers who have
learned that they act like a price buyer; they can get high value for low
prices.

20
 3.1.4 Needs of customers

There are four main customer needs that an entrepreneur or small

business must consider. These are price, quality, choice and convenience
Price
Price is how much a business charges for its service. Customer want fair
prices when purchasing a product or service .Usually, low prices will draw in
many customers, although people ultimately want value for money

Quality

Quality relates to the standard of the product or services being offered.

Customers also expect some level of quality, no matter how much they pay for
product or services. Generally those paying a low price will expect lower
quality and those paying higher price expect higher quality.

Choice

Choice is very import any – many business have range of product or

services available to suit different group of customers. Customers have
different needs and desires when buying items .They might want different size ,
styles or even completely different product altogether.

Convenience

Customers and consumers want convenience are often willing to pay more
of it. Convenience relates to something being easier, quicker or generally less
hassle for customers.

21
 3.1.5 Research design
3.1.6 Nature of the study

The nature of study is descriptive in nature

3.1.7 Primary or Secondary

The primary data as well as the secondary data are used for collection of data.

3.1.8 Sources of data

In this study we used primary data as well as the secondary data .the
primary data are collected by using questionnaire and the source of secondary
data are research papers, magazine, websites etc.

3.2 Sample design

3.2.1 Nature of population

In this study I am selected customer which uses Oppo smart mobiles from
the locality of Aruppukottai Town. In this study the population is infinite.

3.2.2 Sample unit

The sample units are the customers of Oppo smart mobiles of the locality of
Aruppukottai Town.

3.2.3 Method of sampling

Simple random samplings are used.

3.2.4 Size of sample

Sample size determination is the act of choosing the number of

observation or replicates to include in a statistical sample. The sample size is an
important feature of any empirical study in which the goal is to make inferences
about a population from a sample. In this study the sample size is 50.

22
3.2.5 Tools for analysis

Percentage analysis is used in this study.

3.3 Limitation
Some responders are biased in answering the questions.
Majority of the peoples are not responded.

23
 CHAPTER IV
DATA ANALYSIS
AND
INTERPRETATTION

24
4.1 Descriptive statistical analysis
Descriptive statistics are used to describe the basic feature of the data in a
study. They provide simple summarizes about the sample and the measure.
Together with sample graphics analysis, they form the basis of virtually every
quantitative analysis of data. Descriptive statistics are typically distinguished
from in different statistics.

Descriptive statistics are simply describing what is or what the data

shows. Descriptive statistics are used to present quantitative descriptions in a
manageable form. Descriptive statistics help to simply large amount of data in a
sensible way. Each descriptive statistics reduces lots of data in to similar
summary. Descriptive statistics in the term given in to analysis of data in to the
analysis of data that help to describe, shows or summarizes data in a
meaningful way

Descriptive statistical tools are those tools in which these are used to
describe characteristics of a single variable like frequency percentage etc.

25
 Table 4.1
Showing the classification of Gender

Option Count Percentages (%)

Male 15 26.79
Female 41 73.21
Total 56 100

(source : survey data)

In this diagram 73.21% are females and 26.79% are males.

Figure 4.1

Figure shows the classification of gender

GENDER

26.79

Male Female

73.21

26
 Table 4.2

Showing the Occupation of the respondent

Option Count Percentages (%)

Private employee 5 8.93

Government employee 2 3.57

Student 46 82.14

Business 1 1.79
Others 2 3.5

Total 56 100
(Sources :survey data )

Under this diagram 8.93% responders are private employees, 3.57% are
government employees, 82.14% are students, 1.79% are business and 3.57%
are comes others category
Figure 4.2
Figure shows occupation of the respondent

OCCUPATION
1.79
3.5 3.57
8.93

Private employee
Government employee Student
Business
Others

82.14

27
 Table 4.3

Showing the annual income of the respondent

Option Count Percentages (%)

Below 50000 42 75.00

Between 50000 -100000 10 17.86

Above 100000 4 7.14

Total 56 100

(source : survey data)

Under this diagram, 75.00% of responders which is under below 50000, 17.86%
0f between 50000 – 100000 and 7.14% of responders are above 100000

Figure 4.3

Figure shows annual income of the respondent

ANNUAL INCOME

7.14

17.86
Below 50000
Between 50000 -100000
Above 100000

75

28
 Table 4.4

Showing the respondent ever used any of Oppo smart mobiles .

Option Count Percentages (%)

Yes 53 94.64
No 3 5.36
Total 56 100
(source :survey data)

According to this graph 94.64% of responders which uses Oppo MOBILES . .

and 5.36% 0f peoples which is not uses Oppo MOBILES . ..

Figure 4.4

Figure shows the respondent ever used any product

5.36

Yes
No

94.64

29
 Table 4.5

Showing which product you buy/use in Oppo smart mobiles . .

Option Count Percentages (%)

Smart 5G mobiles 35 62.50
Smart 4G mobiles 12 21.43
Basic android 1 1.79
mobiles
Basic STD mobiles 6 10.71
Others smart 2 3.57
mobiles
Total 56 100
(source : survey data)

Under this diagram 62.50% responders users use face 5G Mobiles,

21.43% responders uses 4G, 1.79% users use Basic android Mobiles, 10.71%
responders uses STD mobiles and last 3.57% responders uses other smart
mobiles .’s of Oppo mobiles . .

Figure 4.5

Figure shows which product buy/use

3.57

1.79 10.71

Smart 5G
4G
Basic Smart
Android
21.43 Others Led Tv’s

62.5

30
 Table 4.6

Showing Have you heard about Oppo MOBILES . before you

tried the sample

Option Count Percentages (%)

Yes 45 80.36
No 2 3.57
May be 9 16.07
Total 56 100
(datasource : survey)

Under this diagram 80.36% responders are heard about Oppo mobiles 3.57%
responders are not heard about Oppo mobiles . . and 16.07% are may be heard
about Oppo mobiles

Figure 4.6

Figure shows the respondent heard about Oppo MOBILES .

product

16.07

3.57

Yes
No
May be

80.36

31
 Table 4.7

Showing In general does you like Oppo MOBILES .

Option Count Percentage (%)

Yes 45 80.36

No 3 5.36

I don’t know much 8 14.29

about this product

Total 56 100

(source : survey data)

According to this diagram 80.36% users are heard about Oppo mobiles., 5.36%
responders are not heard about Oppo mobiles. and 14.29% responders are don’t
know about product.

Figure 4.7

Figure shows how much respondent heard about Oppo

MOBILES .

14.29

5.36 Yes

No

I don’t know much about this

product

80.36

32
 Table 4.8

Showing what are the main factors you like in Oppo MOBILES .

Option Count Percentage (%)

Quality 22 39.29
Natural ingredients 18 32.14
Price 4 7.14
Brand heritage 7 12.50
Package 5 8.93
Total 56 100
(source : survey data)

This diagram shows that 39.29% responders main factor to like Oppo
MOBILES . is quality, 32.14% is natural ingredients, 7.14% is price, 12.50% is
brand heritage and 8.93% is package.

Figure 4.8

Figure shows the main factor which effect the respondent in buying
the product

8.93

Quality
Natural ingredients
12.5
Price

39.29 Brand heritage

Package

7.14

Table 4.9

33
 Showing the prescribed location to buy Oppo MOBILES .

Option Count Percentages (%)

Malls 6 10.71
Exclusive store 15 26.79
(Packing items)
Super market 35 62.50
(Packing Items)
Total 56 100
(source: survey data)

Under this among 100% 10.71% buy from Meat shop, 26.79% from general
store balance 62.50% from super market.

Figure 4.9

Figure shows the location on buying Oppo MOBILES . .

10.71%

Malls store
26.79% Exclusive Super market

62.50%

Table 4.10

34
 Showing buying/using Oppo MOBILES . in the future

Option Count Percentages (%)

Yes 50 89.29
No 6 10.71
Total 56 100
(source : survey data)

Under this 89.29% responders are consider on buying/using . in the future and
10.71% are not consider on buying/using Oppo mobiles. in the future

Figure 4.10

Figure shows the respondent who buy Oppo MOBILES . product in

the future

10.71

Yes
No

89.29

Table 4.11

Showing the respondent recommend this product to your

friends/relatives

35
 Option Count Percentage (%)
Yes 48 85.71
No 8 14.29
Total 56 100
(source : survey data)

In the view of this diagram 85.71% are recommend Oppo mobiles to

their friends/relatives and14.29% responders are not recommend this product to
their friends/relatives.

Figure 4.11

Figure shows the responder recommend this product

14.29

Yes
No

85.71

Table 4.12

Showing the responders deal in Oppo smart mobiles .

36
 Option Count Percentages (%)

Yes 33 58.93

No 23 41.07

Total 56 100

(source : survey data)

Under this diagram 58.93% are deal in Oppo mobiles. and 41.07% are not
deal in Oppo mobiles.

Figure 4.12

Figure shows who deal in Oppo mobiles product

41.07
Yes
NO

58.93

Table 4.13

Showing the rating of the Oppo smart mobiles quality

37
 Option Count Percentage (%)

Best in class 11 19.65

Good 39 69.64

Slow response 6 10.71

Total 56 100
(source : survey data)

Under this diagram 19.64% responders rates Oppo mobiles. quality as best in
class, 69.64% as best and 10.71 as slow response.

Figure 4.13

Figure shows the rating of the quality of the product

41.07
Yes
No
58.93

Table 4.14

Showing much long have you been using Oppo smart mobiles .

Option Count Percentages (%)

Last 6 months 21 37.50

38
 Last 6 months – 1 12 21.43
year

From 1 – 3 year 12 21.43

More than 3 years 11 19.64

Total 56 100
(source : survey data)

Under this diagram 37.50% responders uses Oppo mobiles. . from last 6
months, 21.43% responders from last 6 month to 1 year, 21.43% from last 1 to
3 years, 19.64% from more than 3 years

Figure 4.14

Figure shows the year which respondent use Oppo smart mobiles .

19.64

37.5 Last 6 months

Last 6 months – 1 year
From 1 – 3 year More than 3 years

21.43

21.43

Table 4.15

Showing How did you come to know about Oppo smart mobiles

Option Count Percentages (%)

39
 Retailer 16 8.93
Advertisement/television 5 57.14

News paper 32 5.36

Words of mouth 3 28.57

Total 56 100

(source : survey data)

From this diagram 8.93% responders are come to know about Oppo
mobiles. from retailer, 57.14% responders are from advertisement/television,
5.36 % from news paper and 28.57% from words of mouth

Figure 4.15

Figure shows how to know Oppo smart mobiles .

8.93

28.57
Retailer
Advertisement/television
News paper

5.36 Words of mouth

57.14

Table 4.16

Showing that Oppo smart mobiles .company offers large variety of .

Option Count Percentage (%)

40
 Strongly agree 11 19.64
Agree 24 42.86

Neutral 20 35.71
Disagree 1 1.79
Strongly disagree 0 0.00
Total 56 100
(source : survey data)

According to this diagram 19.64% responders strongly agree that Oppo

mobiles. . company offers large variety of ., 42.86% only agree that Oppo
mobiles.. company offers large variety of ., 35.71% neutral says that Oppo
mobiles. company offers large variety of ., 1.79% disagree Oppo mobiles .
offers large variety of . and no one says that Oppo mobiles.. company offers
large variety of ..

Figure 4.16

Figure shows Oppo smart mobiles .offers large variety of .

1.79 0

19.64

Strongly agree
35.71 Agree Neutral Disagree
Strongly disagree

42.86

Table 4.17

Showing the respondent are satisfied with Oppo smart mobiles .

41
 Option Count Percentages (%)
Yes 45 80.36
No 11 19.64
Total 56 100
(source : survey data)

Under this diagram 80.36% responders are satisfied with Oppo mobiles. . and
19.64% are not satisfied with Oppo mobiles.

Figure 4.17

Figure shows the satisfaction of Oppo smart mobiles .. product

19.64

Yes
No

80.36

Table4.18

Showing that Oppo smart mobiles .uses natural ingredients

42
 Option Count Percentage (%)

Disagree 3 5.36
Strongly disagree 2 3.57
Neutral 29 51.79
Agree 21 37.50
Strongly agree 1 1.79
Total 56 100
(source : survey data)

According to this diagram 5.36% responders disagrees that Oppo

mobiles.. uses natural ingredients, 3.57% strongly disagree that Oppo mobiles..
uses natural ingredients, 51.79% responders neutral says that Oppo mobiles..
uses natural ingredients, 37.50% agree that Oppo mobiles. uses natural
ingredients, 1.77% strongly agree that Oppo mobiles. . uses natural ingredients

Figure 4.18

Figure shows Oppo MOBILES . uses natural ingredients

1.79
3.57
5.36

Disagree
37.5 Strongly disagree Neutral
Agree

51.79 Strongly agree

Table 4.19

Showing Oppo smart mobiles .. are chemical free

Option Count Percentage (%)

43
 Strongly agree 5 8.93
Agree 16 28.57
Neutral 27 48.21
Disagree 8 14.29
Strongly disagree 0 0.00

Total 56 100
(sources : survey data )

According to this diagram 5.36% responders disagrees that Oppo mobiles. uses
natural ingredients, 3.57% strongly disagree that Oppo mobiles.. uses natural
ingredients, 51.79% responders neutral says that Oppo mobiles. . uses natural
ingredients, 37.50% agree that Oppo mobiles. . uses natural ingredients, 1.77%
strongly agree that Oppo mobiles.. uses natural ingredients

Figure 4.19

Figure shows that Oppo MOBILES . are chemical free

8.93
14.29

Strongly agree
Agree Neutral Disagree
Strongly disagree
28.57

48.21

Table 4.20

showing Oppo Smart Mobiles.. have good image

Option Count Percentage

44
 Yes 49 87.50

No 7 12.50

Total 56 100

(source : survey data)

Under this diagram 87.50% have a good image about Oppo

mobiles. and only 12.50% responders not have a good image about Oppo
mobiles.

Figure 4.20

Figure shows the image of Oppo Smart Mobiles

12.5

Yes
No

87.5

Table 4.21

Showing price level do you most buy Oppo Smart Mobiles

45
 Option Count Percentage (%)

Below 100 20 35.71

100 – 200 26 46.43
200-300 8 14.29
Above 300 2 3.57
Total 56 100
(source : survey data)

Under this among 100% 35.71 responders who buy Oppo mobiles. at the price
range of below 100, 46.43%in the range of 100 and 200, 14.29% at 200 and
300 and balance 3.57 purchased at the price level of above 300

Figure 4.21

Figure shows price level Oppo Smart Mobiles

3.57

14.29

35.71
Below 100
100 – 200
200-300
Above 300

46.43

Table 4.22

Showing the pricing of Oppo Smart Mobiles are reasonable

Option Count Percentage(%)

Yes 44 78.57
No 12 21.43

46
 Total 56 100
(source : survey data)

78.57% responders says that the pricing of Oppo MOBILES . are reasonable and
only 21.43% says that the pricing of Oppo MOBILES ..

Figure 4.22

Figure shows Oppo Smart Mobiles price are reasonable

21.43

Yes
No

78.57

Table 4.23

Showing responders purchasing Oppo Smart Mobiles. through

online

Option Count Percentage (%)

Yes 17 30.36

47
 No 39 69.64
Total 56 100
(Source : survey data)

Under this diagram 30.36% responders are purchased Oppo MOBILES . from
online and 69.64% responders not purchased Oppo MOBILES . from online.

Figure 4.23

Figure shows customer buying Oppo Smart Mobiles. through

online

30.36

Yes No

69.64

Table 4.24

Showing customers are convenient on using Oppo Smart Mobiles

Option Count Percentage (%)

Yes 50 89.29

48
 No 6 10.71

Total 56 100
(source : survey data)

Under this 89.29% responders are convenient on using Oppo MOBILES . and
10.71% are not convenient on using Oppo MOBILES .

Figure 4.24

Figure shows how much convenient of customers by using Oppo

Smart Mobiles

10.71

Yes No

89.29

49
 CHAPTER V
FINDINGS, SUGGESTION AND
CONCLUSION

50
5.1 FINDINGS

 Majority 53.3% of the respondents are preferred only for quality.

 Majority 37% of the respondents purchase decision are made by advertisement.
 Majority 83% of the respondents are satisfied with the service of Oppo electronics.
 Majority 80% of the respondents are agree with Oppo . is better than other ..
 Majority 42% of the respondents are encouraged to buy only for clarity.
 Majority 80% of the respondents are seen the Advertisement.

FINDINGS FROM LIKERT SCALE ANALYSIS:

 Likert scale value 3.99 is greater than the middle value 3, so the consumers are highly
satisfied with technical support by Oppo electronics

FINDINGS FROM RANKING ANALYSIS

 This is resulted that Quality is in the rank 1 that respondents.

51
5.2 Suggestions
 Company should improve/upgrades its employee’s product
knowledge, market situation, and its competitor’s knowledge by
giving proper training to employee.
 The Company should not only concentrate on the customer
satisfaction but also the company Mobiles to monitor their
competitor’s performance in their areas of operations.
 The Company should make changes according to the other
competitors & according to the customer’s expectations.
 The company should keep in mind the need of young generation.

52
5.3 Conclusion
It was made clear that the Sony Television is the market leader.
Sony Television has to come up with more innovative promotional
campaigns in order to gain more consumers. Since, most of the
respondents are expressed a position note on factors like company image,
price and perfection. It is indeed the manufacturer’s duty to maintain the
above factors at the same time with a view to retained and the top of the
market. Because all the electronic products are in need of above three
qualifications to survive in the market. Sony Television is having above
three with a good reputation. Even though consumers are looking for a
better one. We hope that Sony will make it. Customer satisfaction index
is a good tool to make improvements in the products and services of the
company and therefore should utilize carefully and kept as confidential as
possible.

53
BIBLIOGRAPHY
REFERENCES

Oliver, R. L. (1980). A cognitive model of the antecedents and consequences

of satisfaction decisions. Journal of Marketing Research, 17, 460-469.

Websites
www.wikipedia.com

www.govt.com

www.slideshare.net

www.managejournak.com

www.ijims.com

www.worldwidejournals.com

www.eprajournals.com

Journals
1. Dr. G.Venkatesh (2005) “Consumer Attitude Towards
Amway”,Intercontinenal journal of marketing Volume 3, issue 11,
November 2015 page 13

2. Dr. Nandhini (2014) “A Study On Customer Satisfaction Towards

Amway . in Aruppukottai Town” International Journal Of marketing,
Financial Services And Management Research.

3. Dr. .S.Jamuna (2015) “ A Study On Customer Satisfaction Towards

Ponds Oppo MOBILES .”.

4. Himmani Dahiya (2014) “ marketing a product – face wash”

,International Journal For Management And Pharmacy Vol 3, issue 4,
May 2014.

5. Depal Singh (2001) “EntitMobiles Consumer Behaviour And Banking

Retail
. And Analysis”.

55
ANNEXURE

56
 QUESTIONNAIRE

“A STUDY ON CUSTOMER SATISFACTION TOWARDS

OPPO SMART PHONES
IN
ARUPPUKOTTAI TOWN”
QUESTIONNAIRE
I conduct survey on the “A Study On Customer Satisfaction Towards Oppo Smart Phones
In Aruppukottai Town”. If you could sacrifice some of your valuable time to fill in the
questionnaire, it would help in the completion of our study
1. Name:
2. Class:
3. Age:
4. Gender:
5. Are you using a smart phone?
□ Yes ⎕ No
6. Are you aware of the Oppo brand?
□ Yes ⎕ No
7. Are you using a Oppo Smart Phone?
□ Yes ⎕ No
8. Which other brands have you used?
□ Apple ⎕ Realme ⎕ Xiaomi ⎕ Other
9. What made you give up the previous brand?
□ Smart Upgrade ⎕ Not Getting Updates Anymore ⎕ Crashing or Freezing
Issue 10.What are the factors influencing while purchasing smart?
□ Brand Name ⎕ Service ⎕Design ⎕Specifications
11. Brand name is an important factor when making a buying decision?
□ Agree ⎕ Disagree
12. Is Price an imperative factor to consider?
□ Yes ⎕ No
13. By comparing your previous brand with Oppo, in what all features Oppo outshines?
□ Faster processor ⎕ Better battery backup ⎕ Good camera ⎕ None of these
14. While using Oppo smart do you faced any problems?

57
□ Yes ⎕ No
15. What are the problems faced while using Oppo smart?
□ Heating issue ⎕ Poor camera ⎕ insufficient storage ⎕ others
16. What is your opinion about the build quality of Oppo smart?
□ Best ⎕ Good ⎕ Average ⎕ Bad
17. Motivational factors to buy a Oppo smart phones?
□ Processor ⎕ Camera ⎕ Storage ⎕ Others
18. Does Oppo smart phones offer value for money?
□ Yes ⎕ No
19. Which is your favorite feature in Oppo smart phones?
□ Processor ⎕ Camera ⎕ Storage ⎕ others
20. How do you feel about the battery backup?
□ Best ⎕ Average ⎕ Bad
21. What is your opinion about the customer service of Oppo smart phones?
□ Good ⎕ Average ⎕ Bad
22. Are you receiving regular software updates and security patches?
□ Yes ⎕ No
23. Will you prescribe/recommend Oppo brand phones to others?
□ Yes ⎕ No ⎕ Maybe
24. Do you prefer Oppo smart phones in your next purchase?
□ Yes ⎕ No
25. Level of Satisfaction/Rating towards the Oppo Brand?

□ Highly Satisfied ⎕ Satisfied ⎕ Neutral ⎕ Dissatisfied

58