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RASHMI CHOUDHARY Submitted By: MAHARAJ SINGH DHAKAD CONTENTS OF SYNOPSIS • INTRODUCTION: o o • • • • RATIONALE Conceptual framework Defining variables OBJECTIVES LITERATURE REVIEW RESEARCH METHODOLOGY: o o o o o o o o Research type Population Sample Research Unit Sample size Sampling method Tools for data collection Tools for data analysis .“A COMPARATIVE STUDY OF CUSTOMER SATISFACTION LEVEL OF NOKIA AND SAMSUNG MOBILE PHONES IN INDORE” Submitted to: Prof.
NOKIA:Nokia was established in 1865 as a wood-pulp mill by Fredrik Idestam on the banks of Nokia rapids. The name Nokia originated from the river which flowed through the town of the same name (Nokia). With headquarters in Keilaniemi of Espoo. During this research I plan to interact with people of “Indore”. this Finnish telecommunications company is the best known today for its leading range . Battery Backup. a producer of telephone and telegraph cables. Mp3 player. Finnish Rubber Works established its factories in the beginning of 20th century nearby and began using Nokia as its brand. All three companies were merged as Nokia Corporation in 1967. Finland. Shortly after world war I Finnish Rubber Works acquired Nokia wood mills as well as Finnish Cable Works.• • EXPECTED OUTCOMES REFERENCES Introduction Conceptual frame work This research includes an in depth analysis of two famous mobile phones – Nokia and Samsung. Nokia corporation (NYSE: NOK) is one of the world’s largest telecommunications equipment manufactures. FM Radio etc. And after the research I will come to know that how people perceive these service providers on the variable like Camera.
It was the first mobile phones to be designed and manufactured in Korea. A lot of brand selling and manufacturing cell phones and mobile are in the market but Nokia cell phones are the leaders in race. Mobile Solution Centre and Telecommunication R&D Centre. They are coming up with latest technologies being put to test. After 2 years of R & D Samsung developed its first mobile phone (or “hand phone” in Korea) the SH-100 in 1988. Headquarters is located in Suwon. MP3 Business Team. In 1986. Samsung was able to release its first built in car phones. voice over IP. the then-head of the Wireless Development Team. Samsung:In 1977 Samsung Electronics launched the telecommunication network business. South Korea. broadband access. But the perception of mobile devices was very low and although Samsung introduced new models every year. and in 1983 it initiated its mobile telecommunication business with the hope that this would become the company’s future growth engine. Samsung telecommunications is one the five business units within Samsung Electronics. With the market gearing up with the new companies in the foray Nokia manufactures have accepted the challenge. Nokia also produces mobile phones infrastructure and other telecommunications equipment for applications such as traditional voice telephony. and consists of the mobile communication Division. but it was a failure due to the poor quality.of mobile phones. The company believes in customer satisfaction and that is the success of their being the leaders in the cell phones. wireless LAN and line of satellite receivers. the SC-100. Computer Division. professional mobile radio. ISDN. belonging to the Samsung Group. . With over a dozen varieties and models lining up every day the customer is left in confusion as to what to buy. Telecommunication System Division. Telecommunication Business produces a full spectrum of products from mobiles and other mobile devices such as MP3 players and laptop computers to telecommunication network infrastructure. decided to stay in the mobile business. In sprite of unsucceful result Ki Tae Lee. each model sold one or two thousand units. He asked the company to buy ten Motorola mobile phones for benchmarking.
whose reported experience with the firm. growing up from 11. Defining variables Consumer loyalty:The term customer loyalty is used to describe the behavior of repeat customers. reviews. or percentage of total customer. or testimonials. In Q1 2008 Samsung strengthened its second position on the market and achieved 15. Customer satisfaction is defined as “the number of customers. thus adding them to the number of loyal customer. during and after a purchase. Its market share 14% in Q4 2007.3% in Q4 2006. or its services (rating) exceeds specified satisfaction goals. as well as those that offer good ratings.In 2007 Samsung Telecommunication Business reported over 40% growth and become the second largest mobile device manufacturer in the world.6% world handset market share. Services:Customer service is the provision of service to customer before. . Customer Satisfaction: Customer satisfaction a business term is a measure of how product and services supplied by a company meet or surpass customer expectation. Some customer do a particular company a great service by offering favorable word of mouth publicity regarding a product. customer care activities that support the delivery of the product or core service. telling friends and family. its products.
To find out the customer satisfaction level of Samsung handsets in Indore. "[Nokia's] high-end phones are small. customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. 4.. I found out level of satisfaction of consumer of Nokia and Samsung. Objectives 1. but they're boxy. In a competitive marketplace where businesses compete for customers. the refresh has been less than inspired. Samsung's highe n d [models] are thin and slick. To find out the customer satisfaction level of Nokia handsets in Indore. Rationale The aim of conducting this research is to find out and of customer Satisfaction of two competitors in the mobile sector i..e. 3. Nokia and Samsung. To find out the customer satisfaction level of users of different mobile users. To find out the expectation of general people from mobile companies. While the Finnish phone maker has updated its handset portfolio at the high end to compete better with Samsung's super-successful Razr phone. 6. Samsung (NYSE:MOT)virus Nokia(NYSE:NOK). To find out the perception of the general people towards the mobile phone.It is seen as a key performance indicator within business and is part of the four of a balanced scorecard. To compare the customer satisfaction level of Nokia and Samsung. Literature review Literature review Link: Makers.. 2. . 5.". .. Here I want to compare mobile phones by Nokia and Samsung.
. .Samsung went for the wow effect. And smart phones are no longer huge and boxy. Also. Nokia is venturing into emerging markets. But it will take some time for the margins to improve as these consumers upgrade to premium handsets. Kelleher makes a good point. t h e R a z r i s a s l e e k l i t t l e p i e c e o f t e l e p h o n i c technology. "Right now. When you mention Razr. are building presence for the long term. Surely the the RAZR was a brilliant move." Hoffman.. But just a piece of anecdotal evidence.. but the branding has given the phone cache. Samsung is head and shoulders above Nokia in creating p r o d u c t s that consumer’s desire.. but they’re using price and marketing dollars as the weapon. Just try and picture what the Nokia 6170 looks like.the Nokia brand is still quite strong in Asia. such as China and Russia. Great point.. Something as simple as naming a phone Razr has created enormous buzz for the company."... "It all comes down to innovation and product development. people know what you're talking about. one weakness I've noticed in the RAZR currently is that it lacks m a n y advanced functions which new smart phones have. Nokia is looking out for the long term by penetrating emerging markets. a fact which Nokia now knows well. Kelleher G r a n t e d .. N o k i a ' s p u s h i n g h a r d i n t o emerging markets with low-cost phones. Now. Nokia is playing catch-up. To find growth. Popularity of fashion and design can be fleeting. according to the MotleyFool.. 34% increase in handset volumes versus a 25% sales increase. Nokia has maintained their market share. While the RAZR had enough features for its time (and perhaps less-technologically-advanced US mobile phone market). which while hitting margins.and no longer for techies. Nokia appears to have positioned itself well because gaining recognition in these markets while they're still developing will give it an important market presence moving forward Nokia's strategy may be more sustainable than Samsung's "Wow!" strategy if it succeeds in building deep moats in emerging markets. . creating gotten-have-it phones.
versus Nokia.Samsung shareholders should hope that Samsung a d v a n c e d features in its upcoming. It would also be interesting to see Samsung's share of sales inside and outside the US. especially in emerging markets I feel. Secondary: The data which is available on journals. but if mine can send everyone last nights photos. each company's one year chart below. Data required • • For this research 2 types of data is required 1. the prestige and allure of a product is built upon both its look and its array of the” newest" features. perhaps for another post. even if most functions are never used. Technique for data collection: Questionnaire Population: . Primary Primary: In a primary data I include the questionnaire which will be filled by the respondents of both mobile phones.. For reference. then you've been one-upped. features enough This is because for fashionable technology.. Secondary 2. Research Methodology Research design About the research: • The purpose of research is to find out the comparison between satisfactory levels of both the mobile phones. Samsung could be overly US-dependent. news paper and internet. well named SLVR and PEBL. Yours may look shiny.
Tools for data analysis The data will be analyzed by- • • • Graphs Pie charts Z Test. Sampling method The researcher has adopted the Random Sampling Method. A self designed close ended questionnaire will be prepared and administered for the study of costumer satisfaction level towards both mobile phones Nokia and Samsung.Indore Ctiy Sample A sample is collected from customers of both the mobile phones. Data shall be collected from 100 respondents for the study. EXPECTED OUTCOMES . A sample of 100 respondents will be selected for the study by using Random sampling method. Tools for data collection • • Primary data will be collected using the questionnaire to be filled by the respondents of both mobile phones. and it will much careful to ensure that the sample represents the whole area of the study.
.co.mobilemarketingwatch.in/careers/research-and./introduction www..talk-mania.samsungmobilepress.com/..streetdirectory.www. www. REFERENCES www../85077-introduction-about-nokia-mobile-phones www.com/.developer.com/in/news/newsRead.com/.samsung.nokia......nokia./Samsung-writes-the-next-chapter-of-the-mobile www./Templates_for_smartphones ww./Mobile . .com/samsung-shifts-into-software-focus-with-introduction-of-new-bada-based-smartphones18274/ ../nokia/nokia_mobile_phones_needs_no_introduction..com/.What percentage of people is using the same mobile phone for more than a year.