“CUSTOMER SATISFACTION LEVEL IN REFRENCE WITH NOKIA MOBILES”

Dissertation project report Submitted in partial fulfilment of the requirements for the award of the diploma of

POST GRADUATE DIPLOMA IN MANAGEMENT By SUSHIL KUMAR TRIPATHI
(Enrolment No. 1104080) PGDM-International Business Indian Institute of Tourism & Travel Management

INDIAN INSTITUTE OF TOURISM & TRAVEL MANAGEMENT
(An Autonomous Institute Of Ministry Of Tourism, Govt. Of India)

GOVINDPURI, GWAL

Abstract

The project revolves around the Gwalior NOKIA Mobile market, where the objectives are to understand the satisfaction level with reference to Nokia mobile, reason for selecting or rejecting Nokia mobile phones. Nokia Care provides support services to consumers through online, email and call center services, supported by a network of authorized service centers. The support includes basic product information, guides and demonstrations, discussion boards, software updates, advice on specific issues, and warranty repairs. It also helps consumers to find out where to recycle their old products. They aim at getting a wide picture of consumer experience by using different consumer feedback channels, and respond with targeted improvement actions. The main feedback channels include consumer satisfaction surveys, feedback through independent market research companies and Nokia Care contacts .Basic aim of the project was to understand the concept of mobile phone, history of mobile phone, what features are coming in mobiles phones in future. I take the sample size of 120 customers and 30 dealers; I have used questionnaire method for collecting the data and for the detail study of my project report. The analysis was done with help of data collected.

Statement of Authenticity

Date- 15 April „12

I certify that all statements and information contained herein and in all my application materials submitted by me are true, correct and accurate to the best of my knowledge and belief. I further certify that the writing was written solely by me and is my original work. I attest that the material contained in this portfolio is my original work, and belongs solely to me. I own all rights connected to these pieces and reserve the right to grant or deny permission to reprint them. By signing this form, I am certifying that my writing is the sole creation of my own efforts and ideas. I understand that plagiarism is a crime defined as the use of another‟s words, ideas or expressions without acknowledging their source. I further understand that plagiarism is grounds for immediate disqualification.

Signature Sushil Kumar Tripathi

ACKNOWLEDGEMENT

The beatitude and bliss that accompany the successful completion of any task would not be complete without the expression of appreciation to the People who made it possible. So with reverence, veneration and honor, I acknowledge my “Chairperson” Dr. Nimit Chowdhary for her guidance and encouragement has made successful completion of my project and I also would like to thank my “Project guide” Ms. Semma Paul for his humble support and guidance.

Sushil Kumar Tripathi PGDM 2010-2012 IITTM, Gwalior

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TABLE OF CONTENTS

Page S.No. Particulars No.

1

Chapter 1

Introduction

1–6

2

Chapter 2

Literature Review

7- 17

3

Chapter 3

Methodology

18- 22

4

Chapter 4

Presentation of data and Interpretation

23 – 39

5

Chapter 5

Analysis of Data

40 - 42

6

Chapter 6

Findings

43 – 44

7

Chapter 7

Conclusions & Recommendations

45 – 47

8 9

Refrences Appendices

References

WEBSITES:  www.nokia.co.in www.nokianseries.co.in

PUBLICATIONS:        C.R. Kothary. “Research Methodology: methods and techniques” Phillip kotler, “Principles of Marketing Management” Chunawala, “ Consumer Behaviour” S Choudhary, “ Project Management” Cooper & Schindler, “Business Research Method”, Tata Mc Graw Hill. Leon G. Schiff man and Leslie Lazar Kanuk, “Consumer Behaviour”. Range catalogues of Nokia mobile phones. David L. Loudon and Albert J. Della Biita, “Consumer Behaviour”, Tata Mc Graw Hill.

ANNEXURE

QUESTIONNAIRE FOR COSTUMER

Name: _________________________ Occupation: _____________________ :

Age: ________

1. Monthly income:

a.) Less than 5,000 c.) 10,000-20,000

b.) 5,000-10,000 d.) More than 20,000

2. Which company‟s mobile do you prefer:

a.) Samsung c.) SPICE e.) Others.________________

b.) Nokia d.) Sony Ericsson

3. Which features do you want in your mobile phones:

a.) Looks & Style

b.) Clarity

c.) Modern technology e.) Others.__________________

d.) Storage capacity

4. Are you satisfied with the services of Nokia mobile phones? If no, why?

a.) Satisfied

b.) Dissatisfied

c.) Can‟t say

____________________________________________________________

5. Are you satisfied with the prices of Nokia mobile phones? a.) Highly satisfied d.) Dissatisfied b.) Satisfied c.) Neither satisfied nor dissatisfied

e.) Highly dissatisfied

6. Are you satisfied with the accessories attached with the Nokia mobiles? a.) Satisfied b.) Dissatisfied c.) Can‟t say

7. Are you satisfied with the battery back up and quality of Nokia mobiles?

a.) Highly satisfied

b.) Satisfied

c.) Dissatisfied

8. Are you satisfied with the brand image of Nokia mobile phones?

If no, which brand image you prefer? a.) Satisfied b.) Dissatisfied c.) Can‟t say

______________________________________________________________

9. Who suggested you to buy Nokia mobile phone?

a.) Friends d.) others

b.) Neighbour‟s

c.) Family members

10. Give us the reason for selecting or rejecting Nokia mobile phone: ______________________________________________________________ ______________________________________________________________

Thanks for giving your precious time.

SCHEDULE TO KNOW ABOUT THE PROPER SALE OF NOKIA MOBILE

1) Name of the dealer: __________________________________________

2) Address: ____________________________________________________

3) Which company‟s mobile is mainly preferred by the customer?

_________________________________________________________________

4) What is the percentage sale of Nokia mobile phones as compared with other company‟s mobile phones? a.) 0-20 b.) 20-40 c.) 40-60 d.) 60-80 e.) 80-100

5) What is the customer‟s feedback in respect to Nokia mobile phones?

_____________________________________________________________________

6) Is the sale of nokia mobiles affected after BL-5C battery case?

a) Yes

b) No

c) Cant say

Questions of Direct Interview

1.) Which model of Nokia handset you have: a.) N series b.) E series c.) Regular handset.

2.) Are you satisfied with the appearance of the Nokia mobile phones: a.) Satisfied b.) Dissatisfied c.) Can‟t say.

3.) Are you aware about the features of your mobile phone: a.) Aware b.) Unaware c.) Can‟t say