Customer Satisfaction of

Nokia Mobile Handset

Users

J.V. Rangeswara Reddy

 INTRODUCTION
In 19th century, Alfred Graham Bell
invented the telephony to talk to others.

Thomas Watson was Graham Bell’s right

– hand man who helped him create the
telephone.

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 These devices work and have to be activated
with the help of an electronic chip which are
provided by many service providers.

India has a population of 100 crores and 60%

of the people use cell phones.

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 No one product can meet the needs,
wants and desires of people and market.
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 Communication Devices :-

●
Telephones(landlines)

●
Pagers

●
Cellular phones
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 Nokia Corporation
World’s #1 maker of cell phones.

Aiming for top of nascent mobile internet

market.

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 Currently world’s largest manufacturer of
mobiles.

Global market share of 36% in Q3 of 2006

Produce mobile phones for every major

market and protocol, incl. GSM, CDMA,
WCDMA (UMTS)
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 PRODUCT
DIVISIONS

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 Objective
Satisfaction level of customers

Product awareness

Consumer Behavior with reference to

NOKIA mobile handset users.

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 Methodology
Random sampling.

Questionnaires.

Graphical representations.

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 FINDINGS AND ANALYSIS

Product Awareness

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 Brand Percentage(
Name %) %
NOKIA 18 BPL
Samsung 15 IMATE
Motorola 14 O2

Sony 15 HAIER
Ericsson
BENQ
LG 14 %
SPICE
Spice 9
LG
Benq 9
SONY ERICSON
Haier 2 MOTOROLA
O2 2 SAMSUNG
Imate 1 NOKIA

Bpl 1 0 2 4 6 8 10 12 14 16 18 20

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FACTORS INFLUENCING
BRAND PREFERENCE
Factors Featur- Price Brand Battery Appea- Resale
es Image Backu rance Value
p
% 22 9 17 26 11 15

Percentage(%)

Features
Price
Brand Image
Battrey Backup
Appearance
Resale Value

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 Suggestions
Nokia care centers should be within
customers reach.

Nokia should stick to “QUALITY” (Batteries

& Features)

Avoid customers buying phones without

invoice.
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 Conclusion
Television advertisements influence
more.

50% people prefer Nokia mobiles.

44% people buy phones from Gray

market.
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 Bibliography
Leon.G. Shiffman, Lesile Lazar Kanuk,
Consumer Behavior – Pearson Education, 8th
edition, 2004
Aaker Kumar, Day, Marketing Research, Join
Wiley Sons Inc, 7th Edition
Rajan Saxena, Marketing Management – Tata
Mc Graw –Hill Edition , 2nd Edition, 2002

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 Presented By:-
TOLANI INSTITUTE OF MANAGEMENT STUDIES 12/07/2021
Jyoti 17