A STUDY OF CUSTOMER SATISFACTION OF NOKIA MOBILE USER IN DOMBIVALI WEST GANESH NAGAR AREA

T.Z.A.S.P MANDAL’S

PRAGATI COLLEGE OF ARTS & COMMERCE, DOMBIVALI (E)

A PROJECT ON

“A STUDY OF CUSTOMER SATISFACTION OF NOKIA MOBILE

USER IN DOMBIVALI WEST GANESH NAGAR AREA”

In the Subject Research Methodology

SUBMITTED TO

UNIVERSITY OF MUMBAI

For Semester – III of

Master of Commerce

By

MISS. SAYALI SUBHUASH MAHAJAN

ROLL NO. 17

UNDER THE GUIDANCE OF

PROF. DR. KISHORI J.BHAGAT

YEAR 2016 – 2017



This is certifying that Miss. Sayali S. Mahajanof M.Com, semester III “A

Study of Customer Satisfaction of Nokia Mobile user in Dombivali

West Ganesh Nagar Area”under the guidance of Prof. Dr. Kishori J.

Bhagat.

Course Coordinators Principal

Internal Examiner External Examiner



RE-ACCREDITED BY NAAC WITH ‘B+’ GRADE

DECLARATION BY THE STUDENT

I, Miss. SayaliSubhashMahajanstudent of M.Com Part – II, Roll Number –

17, hereby declare that the project for the Paper “A Study of Customer

Satisfaction of Nokia Mobile user in Dombivali West Ganesh Nagar

Area”submitted by me for Semester – III during the academic year 2016-

2017, is based on actual work carried out by me under the guidance and

supervision of Prof. Dr.Kishori J. Bhagat.

I further state that this work is original & not submitted anywhere else for

any examination.

Signature of the Student

Miss. SayaliSubhashMahajan



RE-ACCREDITED BY NAAC WITH ‘B+’ GRADE

EVALUATION CERTIFICATE

This is certifying the undersigned have accessed and evaluate the project

on “A Study of Customer Satisfaction of Nokia Mobile user in

Dombivali West Ganesh Nagar Area”submitted by Miss.

SayaliSubhashMahajan student of M.Com Part–II This project is original

to the best of our knowledge and has been accepted for Internal

Assessment.

Internal Examiner External Examiner Principal

Prof. Dr. Kishori J. Bhagat Dr. A.P.Mahajan


Internal Assessment: Project 40 Marks

Name of the Student

Class

Division

Roll No.

First Name : Sayali

Father’s Name : Subhash

Sir Name : Mahajan

M.Com

(PartII)

Sem.III

-

17

Subject :Research Methodology

“A Study of Customer Satisfaction of Nokia Mobile user in Dombivali

West Ganesh Nagar Area”

DOCUMENTATION Marks

Awarded

Signature

Internal Examiner

(Out of 10)

External Examiner

(Out of 10)

Presentation

(Out of 10)

Viva & Interaction

(Out of 10)

Total Marks (Out of 40)

ACKNOWLEDGEMENT

At the Outset, I would like to ThanksAlmighty GOD for this shower of

blessings. The desire of completing this dissertation was given by mu guide Prof. DR.

KISHORI J. BHAGAT I am very much thankful to her for the guidance, support and

for sparing his precious time from a busy and hectic schedule.

I am thankful to Dr. A. P. Mahajan, Principal of Pragati College of Arts

& Commerce. My Sincere thanks to our Co-ordinator PROF. Dr. KISHORI

J.BHAGAT who always motivated me and provided a helping hand for conceiving

higher education.

I would fail in my duty if I don’t thank my parents who are pillars of my

life and my friends who have always supported and motivated me. Finally, I would

express my gratitude to all those persons who directly and indirectly helped me in

completing my dissertation.

Miss. SayaliSubhashMahajan

Index

Serial No. Particular Page No.

A List of Table i

B List of figure ii

Chapter 1 INTRODUCTION OF RESEARCH METHODOLOGY

1.1 Meaning of Research Methodology 1

1.2 Objective of Research 2

1.3 Hypothesis 3

1.4 Limitation 3

1.5 Research Methodology 3

1.6 Sampling Plan 4

Chapter 2 REVIEW OF LITERATURE 5

Chapter 3 A STUDY OF CUSTOMER SATISFACTIO ON NOKIA 9

Chapter 4 DATA ANALYSIS & INTERPRETATION 17

Chapter 5 FINDINGS, SUGGESTIONS, CONCLUSION

5.1 Findings 32

5.2 Suggestions 32

5.3 Conclusion 33

Chapter 6 BIBLIOGRAPHY & WEBLIOGRAPHY 34

Chapter 7 ANNEXURE 35

A. LIST OF FIGURE

SR NO FIGURE

NO.

TITLE

PAGE NO.

1

4.1 Gender 18

2

4.2 Occupation 19

3

4.3 Age Group 20

4

4.4 Nokia handset are updated with

latest features

21

5

4.5 Nokia mobile easily available in

market?

22

6

4.6 Nokia mobile are user friendly 23

7

4.7 Nokia Providers best after sales

service

24

8

4.8 Nokia Mobile is Costlier 25

9

4.9 Nokia Mobile company Satisfying

customer through the Marketing

26

10 4.10

Nokia Should increase their

distributers

27

11 4.11 Advance & new software and

application in mobile

29

12 4.12 Rate of Nokia Mobile Advertisement

29

13 4.13

Nokia advertisement 30

14 4.14

Recommendation of Nokia Mobile 31

B. LIST OF TABLES

SR NO. TABLE

NO.

TITLE PAGE NO.

1

4.1 Gender 18

2

4.2 Occupation 19

3

4.3 Age Group 20

4

4.4 Nokia handset are updated with

latest features

21

5

4.5 Nokia mobile easily available in

market?

22

6

4.6 Nokia mobile are user friendly 23

7

4.7 Nokia Providers best after sales

service

24

8

4.8 Nokia Mobile is Costlier 25

9

4.9 Nokia Mobile company Satisfying

customer through the Marketing

26

10 4.10

Nokia Should increase their

distributers

27

11 4.11 Advance & new software and

application in mobile

29

12 4.12 Rate of Nokia Mobile

Advertisement

29

13 4.13

Nokia advertisement 30

14 4.14

Recommendation of Nokia 31

1

CHAPTER – 1

INTRODUCTION OF RESEARCH METHODOLOGY

1.1 Meaning of Research Methodology:

Research in common parlance refers to a search for knowledge. One can also define

research as a scientific and systematic search for pertinent information on a specific

topic. In fact, research is an art of scientific investigation. Dictionary definition of

research is a careful investigation or inquiry specially through search for new facts in

any branch of knowledge. Some respondent consider research as a movement from the

known to the unknown. It is actually a voyage of discovery. We all possess the vital

instinct of inquisitiveness. When the unknown confronts us, more and more our

inquisitiveness makes us probe and attain understanding of the unknown.

This inquisitiveness is the mother of all knowledge and the method, which one employs

for obtaining the knowledge of whatever the unknown, can be termed as research.

Research is an academic activity and as such the term should be used in a technical

sense. According to Clifford Woody, research comprises defining and redefining

problems, formulating hypothesis or suggested solutions; collecting, organising and

evaluating data; making deductions and reaching conclusions; and at last carefully

testing the conclusions to determine whether they fit the formulating hypothesis.

D. Slesinger and M. Stephenson in the Encyclopaedia of Social Sciences define

research as "the manipulation of things, concepts or symbols for the purpose of

generalising to extend, correct or verify knowledge, whether that knowledge aids in

construction of theory or in the practice of an art." Research is, thus, an original

contribution to the existing stock of knowledge making for its advancement. It is the

pursuit of truth with the help of study, observation, comparison and experiment. In

short, the search for knowledge through objective and systematic method of finding

solution to a problem is research. The systematic approach concerning generalisation

and the formulation of a theory is also research. As such the term 'research' refers to the

2

systematic method consisting of enunciating the problem, formulating a hypothesis,

collecting the facts or data, analysing the facts and reaching certain conclusions either in

the form of solution(s) towards the concerned problem or in certain generalisations for

some theoretical formulation.

1.2 Objectives of Research

The purpose of research is to discover answers to questions through the application of

scientific procedures. The main aim of research is to find out the truth which is hidden

and which has not been discovered as yet. Though each research study has its own

specific purpose, we mention some general objectives of research below:

i) To gain familiarity with a phenomenon or to achieve new insights into it (studies with

this object in view are termed as exploratory or formulative research studies);

ii) To portray accurately the characteristics of a particular individual, situation or a

group (studies with this object in view are known as descriptive research studies);

iii) To determine the frequency with which something occurs or with which it is

associated with something else (studies with this object in view are known as

diagnostic research studies);

iv) To test a hypothesis of a causal relationship between variables (such studies are

known as hypothesis-testing research studies).

Day by day, mobile phones are turning into more necessity then a luxury. The benefits

of the mobile phone are far too many. Ease of Communication, the anywhere, anytime

contact – with friends, relations, colleagues and in theory at least the efficiency brought

to busy lives. Nokia‘s growth in India has been substantial.

They have led the market with 70% share for long time now. What is interesting is that

there is further scope of investment in sales. It is a high technology market and india

being developing country, will see more and more subscribes to this technology in the

future. As noted by, Olli-PekkaKallasvuo, the president and chief executive of Finnish

telecom giant Nokia ―India is now Nokia‘s second largest market, displacing the U.S.

and behind only China.‖

3

1.3 Hypothesis :

―The uniqueness of Nokia mobiles in Dombivali Ganesh Nagar Are is due to

convenient banding, durability, affordability, brand loyalty and innovative technologies

thereby leading Nokia competitive strategic advantages.‖

1.4 Limitation :

1. This Study is limited only in Dombivali Ganesh Nagar Area.

2. The time of this study done in October 2016

1.5Research Methodology:

The analysis of the project was based on the information gathered from various sources

i.e Primary & Secondary Sources. I have collected necessary information from many

sources which are as follows:

Data collected through the Questionnaire

Data from Internet

i) Primary Data:

The primary data was collected by preparing schedule questionnaires for mobile

customers to understand the perception of mobile users. Responses were collected form

30 mobile customers residing in Dombivali Ganesh Nagar Area.

ii) Secondary Data :

The secondary data was collected from published date, book, journals, newspapers and

reports, circular, annual report & website.

4

1.6Sampling Plan:

Sampling refers to obtain to a sample form a given population.

Research must prepare a sample design which should be reliable and appropriate for

the research study only.

(i) Target Population : Users of Nokia Mobile in DombivaliGanesh Nagar Area

(ii) Sampling Method : Simple random sampling

(iii) Sample Units : Lower, Middle & Higher Class respondent.

(iv) Sample Size :30 Sample

(v) Research Instruments : Personal Interview with Questionnaire

5

CHAPTER – 2

REVIEW OF LITERATURE

1. AProject Study ReportOn“A study on consumer behavior for preference of

brandsin cellular phones with reference to Nokia

NamaNimishaSoniMBAIVth Sem. Lecturer,(MBA department)

GOVERNMENT ENGINEERING COLLEGE JHALAWARGOVERNMENT

ENGINEERING COLLEGE JHALAWAR

FY 2015-2016

The way corporations interact with their customers has changed drastically in the past

fewyears. The era of mass marketing and mass communications is over. Customers have

beenincreasingly taking up widespread social media tools on the web and turned into the

messagecreators, driving the conversations around the products and services they use.

Therefore,corporations must join customers in these conversations. We need to be able to

speak openly, honestly, and in a personal tone. We need to listen carefully without being

defensive. We needto respect those who speak to us and about us because of this only we

come to know wherewe are lacking , what we have to do to beat our competitors We need

to understand that we nolonger control the conversation but are a part of it. For a few

years now, Nokia have beenparticipating in the conversation with customers through

various efforts, ranging from blogs byrespondent who work on S60, outreach to Nseries

aficionados, support discussion boards, and asit to download and discuss early state

software from Nokia. This helps Nokia to know whythe market share of the company in

India slip down and according to this only we can identifythe problem.Nokia‘s most

recent addition has been Nokia Conversations, a site dedicated to the stories inand around

the Nokia neighborhood. It‘s not about the tech and specs, but about the

respondent,products, and ideas behind the news. Nokia Conversations highlights the best

6

and mostimportant conversations about and around Nokia, whether it comes from inside

Nokia oroutside. Our articles also add a mix of various elements, such as videos and

photos. This isthe way Nokia trying to put all the information on net, so that consumers

can refers to thosesites before purchasing the products.

2. AProject Study ReportOn “A study on Customer preference on Nokia Mobile”

Nama :SaptarshiChakrabortyMBA IVth Sem. Lecturer,(MBA department)

Dr. J.K. PATEL INSTITUTED OF MANAGEMENT (Gujarat Technology University)

F.Y 2015-2016

(a) Customers of nokia mobile are in large number than any other phones. Customers

are very much friendly toward nokia

(b) Trust on nokia mobile is higher than any other.

(c) Customers prefer nokia mobile due to best features.

(d) A customer choose their nokia mobile on the basis of focuses on price, features &

availability.

(e) Customers take decision of purchasing nokia mobile after counsulting with friends &

family members.

(f) Customers are very much interested in offers.

3. AProject Study ReportOn “A Customer Satisfaction towards Samsung”

Name :RohanBhatePhd (Bangalore University) F.Y. 2013-2014.

From the survey they found out thatmost of the respondents believe that the service done

by the companies are good. CONCLUSION To sum up the art of consumer behaviour

plays a very significant role contributing to the organization‘s goals, image, survival and

growth. When consumer satisfaction is improved it spreads satisfaction to the employees,

supervisors, manager .

7

It even helps society and the nation through better utilization of the resources of the

SAMSUNG. The SAMSUNG has adopted so many new techniques to attract the

customers. But there is no effective implementation.

4. AProject Study ReportOn “A Study on Customer Satisfaction towards Selected

Model of HTC Mobile An Emipirical Study In Coimbatore City.”

Name : Mr. M. Karthikeyan M.Com (CA), MBA, M.Phil, Ph.D

F.Y. 2014-2015.

From the study, it is revealed that the most of the advertisements by HTC mobile have

positive impact on the minds of the customers. The company needs to give more

advertisement frequently through various media to increase the sales and to reduce the

switching over to other brands. The company should give more offers which fulfill the

needs of the customers.

Only few respondents are satisfied in HTC EVO 4G model. So, the company will take

necessary steps to improve the HTC EVO 4G mobile model features. Need more features

in HTC mobile. Most of the respondent suggest reducing the price of the mobile. Need

more sound effect in HTC mobile. Need more picture quality in HTC mobile. Need more

storage capacity in HTC mobile. Add some more features in cupcake android version.

5. AProject Study ReportOn “A Study on Customer Satisfaction towards Selected

Model of Nokia Mobile.”

Name : Mr. MahendraUtekar M.Com, MBA,

F.Y. 2014-2015.

With the above project on nokia specifically on its Strategic and marketing analysis our

entire group has got a greatdeal of knowledge about the company Nokia and we came to

conclusion That Nokia has Implemented Various Strategies in Developing It Products on

8

a Large Scale & Becoming No.1 Leader in The World of Mobile Phones. Nokia has used

various Techniques to implement its products into the market.

As per our Opinion Nokia had introduced various schemes to attract respondent& gain

more goodwill into market. We would like to conclude that Nokia had been launching

various new products &Strategies throughout the year but still it is the No.1 brand

leaderin Mobile Phones. Many respondent around the globe are purchasingNokia phones

as they are very cheap, good & efficient to operate. Nokia had used various marketing

strategies to enhanceits products into market & also they have used better & efficient

market segmentation strategies to market its products according to various segments of

customers in the market.

Nokia as such has used all Modern & Good techniques to tackle problems of customers

in market. Customer Care & Feedback is also given more importance to increase the sales

of product. Better, Efficient & Advanced Techniques are used to increase the sales of

product. Also Nokia is largest manufacturer of mobile phonesin India & also the No.1

Leader in it. Various Promotional Strategies are being enrolled into the market to

promote the products. New Models & their Strategies are being well utilized to enhance

the product.

9

CHAPTER – 3

A STUDY OF CUSTOMER SATISFATION OF NOKIA

3.1 Profile of Nokia

Nokia is the 16th year since Nokia is operating in India. Although in the first six years

there were only 5 million subscribers, the company predicts that by 2013 the number will

rise to almost 1 billion. The Nokia 5110 was manufactured with the first ever Indian

ringtone, the song SaareJahaan Se Acchha, 13 years ago, in 1998.According to Nokia, the

company manufactured its first phone with a Hindi script, a Nokia 3210, 11 years ago, in

2000.Nokia is the first global telecom company that managed to set up a mobile phone

production plant in India.

The company was voted India‘s most trusted brand in 08,09,10.Nokia devices are sold at

almost 200,000 outlets across the country. No wonder Nokia sells so much in India. One

of the greenest handsets manufacturers, Nokia has more than 5,000 mobile recycling

centers in India. It appears that last year Indians purchased 151 million new handsets,

from which 52% were Nokia phones, Analysts Mason research company reports.

10

3.2 History of Nokia Company

―Nokia – Connecting Respondent‖: this is slogan is know all over the world.

Nokiaemploys 50,000 respondent in 120 countries. Currently every third mobile phone

sold in the world is a Nokia. The Nokia Company is today one of the world‘s leading

high tech companies. Its rapidly growth in the 1990s coincided with a basal structural

change of the Finnish economy and Industry. In this restructuring process Nokia played

an important role. Despite the fact that Nokia is a leading multinational company, a

major part of its business is located in Finland. Nokia plays a significantly role in the

economic growth of Finland, which has been one of the fastest in whole Europe.

But the roots of the Nokia company go back to the 19th

century when in 1865 a forest

industry enterprise in the small town Nokia in South Western Finland was established

by mining engineer Fredrik Idestam. At the turn of the 20th

century technology came

with the founding of the Finnish Rubber Works in 1898 and the expansion of electricity

into the homes and factories which led to the establishment of the Finnish Cable Work

1912 with this development the manufacture of cables for the telephone industry

followed and supported so the new – fangled device, the telephone. The three

companies (Paper, Rubber and Cables) were merged to the Nokia Corporation in 1967.

Since the 1990s the Nokia Company focuses especially the telecommunication industry.

The following essay deals with a detailed overview of the history of the Finnish Nokia

Company but beside this, it is also mentioned the importance of this company for the

Finnish economy.

At the end of the essay I will give an overview of the future challenges fir the Nokia

Company and its surrounding, At first I start with the development of the Nokia

company; form its roots as a forest industry to a world‘s leading telecommunication

enterprise.

11

Nokia is a global leader in the technologies that connect respondent and things.

Powered by the pioneering work of Nokia Bell Labs, our research and innovation

division, and Nokia Technologies, we are at the forefront of creating and licensing the

technologies that are increasingly at the heart of our connected lives.

We combine global leadership in mobile and fixed network infrastructure, with the

software, services, and advanced technologies to transform how smart devices and

sensors tap the power of connectivity. With state-of-the-art software, hardware and

services for any type of network, Nokia is uniquely positioned to help communication

service providers, governments, and large enterprises deliver on the promise of 5G, the

Cloud and the Internet of Things.

Serving customers in over 100 countries across the world, Nokia is driving the

transition to smart, virtual networks and seamless connectivity by creating one, single

network for all services, converging mobile and fixed broadband, IP routing and optical

networks, with the software and services to manage them seamlessly. Our research

scientists and engineers continue to invent and accelerate new technologies that will

increasingly transform the way respondent and things communicate and connect: 5G,

ultra broadband access, IP and software define networking, Cloud applications, IoT and

security platforms, data analytics, as well as sensors and imaging. With the combined

strengths of Nokia and Alcatel-Lucent, we are an innovation leader in the technologies

that connect respondent and things.

Together, we have the capabilities and global scale to meet the extraordinary demands

and opportunities of a world where everyone and everything are increasingly connected.

We‘re creating a new type of network that‘s intelligent, efficient, and secure, and

advancing the technologies that tap its power through smart devices and sensors.

12

At Nokia, we‘ve always been excited by where technology will lead us. Our business has

evolved to adapt to a changing world for 150 years, but what we stand for remains true.

Our vision is to expand the human possibilities of the connected world. We continue to

reimagine how technology blends into our lives, working for us, discreetly yet magically

in the background.

Today, we‘re shaping a new revolution in how respondent, businesses, and services

connect with each other, creating new opportunities for our customers, partners, and

communities.

We‘re weaving together the networks, data, and device technologies to create the

universal fabric of our connected lives – where new applications flow without constraint,

where services and industry automate and run seamlessly, where communities and

businesses can rely on privacy, security, and near instant response times, connecting

through the Cloud.

Our distinctive Nokia approach to designing technology for respondent guides us as we

prepare the way for the Internet of Things, and ready our networks for 5G. We create

intuitive, dependable technology, to help respondent thrive.

3.3 Code of Conduct

―As a young entrepreneur one of my core principles was: ‗We want to be proud not only

of what we achieve but also of the way we achieve it‘. That fits perfectly with Nokia as

well, and the Code of Conduct is our guideline to being proud of the way we do

business." -RistoSiilasmaa, Nokia Chairman.

At Nokia, we value the opinions of others and know that stakeholder and shareholder

trust is core to our competitiveness and success. We take professional pride in the work

13

we do as well as how we achieve it. We cherish the Nokia brand and reputation we have

managed to build over the years. That‘s why we strive for the highest degree of ethical

conduct in every action we take. We are committed to running our business in line with

internationally recognized ethical and responsible business practices.

Responsible business behavior is one of the cornerstones of Nokia‘s culture of

performance and integrity. In a company of our size and global scope, the Code of

Conduct helps our respondent to make the right decisions in everyday work.

Nokia is devoted to maintaining a culture in which employees feel comfortable raising

concerns and potential violations of the Code of Conduct. We prohibit retaliation against

any employee at Nokia who reports in good faith or who participates in an investigation

of a possible violation of the Code of Conduct.

Nokia requires all employees to familiarize themselves with and follow Nokia‘s Code of

Conduct in their work.

Our program to make it a part of daily business includes training, materials, team

discussions and a mobile app.

1) Digital Health

Nokia and Withings: Connecting Respondent to Better Health

By RamziHaidamus, President Nokia Technologies

Today is a day to celebrate! Over the years, many of you have shared with us your love

for Nokia. We‘ve heard so many great stories about the coolest Nokia device you ever

owned — something that helped define your life, make it better, more fun, and more

connected to the respondent and things that matter to you most. Your continued

enthusiasm is just one of the reasons we‘re thrilled to announce some very big news

today.

14

We‘re now starting a new chapter as a company, this one focused on connecting you to

better health through technology. We aim to help you lead a happier, healthier life

through the kind of beautifully designed products that you expect from Nokia.

To help us do this as fast as possible, we will be welcoming . A leader in digital health

products and apps designed to improve everyday well-being and long term health,

Withings will combine perfectly with Nokia‘s heritage of mobility and connectivity.

Withingsproducts already help respondent manage every aspect of their health and lead a

more balanced life. Their products allow you to measure how your lifestyle is affecting

your wellness — how well you‘re sleeping, how many calories you‘re burning, how

many steps you‘re taking — and go beyond the numbers to give you information that

matters. They help you understand how your body responds to activity and changes —

the impact your activity is having on your body temperature, your weight, your blood

pressure and your heart. And they do it with such a beautiful design that you love to wear

them anywhere — at work, at home, or even at the opera.

Please stay tuned for more news about this new chapter for Nokia. We're thrilled to be

welcoming the Withings team to Nokia Technologies and help spread the word about all

the awesome products they're building. Together, we'll take digital health products

beyond counting and tracking to help respondent everywhere connect to healthier and

happier lives.

2) Digital Media :

Our newest Nokia Technologies practice will introduce groundbreaking new products

like OZO, the extraordinary VR camera designed and built specifically for professional

content creators. Additionally, this focus area includes license offerings to be integrated

into other companies‘ products and services. The technologies we develop will drive

renewal and long-term value of Nokia‘s intellectual property portfolio.

15

3.4Vision :

Nokia envision a world where connecting respondent to what matter empower

them to make most of every movement.

Nokia well therefore empower everyone to share and make the most of their life

by offering irresistible personal experienced.

Innovating, creating and sharing are social activates where everyone plays. Co-

creating is limited only by the willingness to participate.

Technology becomes invisible, technical literacy become irrelevant and irrelevant

over.

3.5 Mission :

The Mission of venturing activity : The renewal of Nokia.

Venturing at Nokia Contributes to Nokia‘s renewal by identifying and developing new

business. The Nokia Ventures Organisation and the other venturing teams throughout

Nokia are working on new business that extends beyond the scope or current focus of

Nokia‘s core business units. Nokia is expanding their interest towards new areas but still

working within Nokia‘s Broad Vision of ―Life Goes Mobile‖ This venturing activity

triggers new developments that play a significant role in the renewal of the company.

Exploration and experimentation are at the core of venturing, and Nokia recognizes that

innovation does not only happen within Nokia. Their innovation does not only happen

within Nokia. Their innovation networks extend beyond the company and included

research centers, academics and Business partners and entrepreneurs.

16

3.6 SWOT Analysis :

Strengths:

The biggest strength of the company is their brand name. Many consumers often opt

for Nokia more than any other brand because of the reliability, durability, and

creativity their phones provide.

Huge market shares.

Size should enable Nokia to amortize Research & Development costs and to get cost

advantages.

Brand Position: second most popular brand in India.

Best Voice Quality of Nokia Mobile Phone.

Weakness:

Slow to adopt new way by thinking

Poor after sale service ; very few service centres.

No promotion undertaken to target the lower class of the society.

Opportunities:

Huge loyal customer base

Huge presence in developing countries

Threats:

Rapidly changing Industry

Strong competition from other smartphone companies will make it hard for Nokia to

maintain and expand their market share.

Low-cost threats by China mobile companies and others can cause big problems

17

CHAPTER – 4

DATA ANALYSIS & INTERPRETATION

4.1 Data Analysis

Analysis of the data is very important part of any research. The Quality of data collected

matter, but what matter more is the interpretation of that data. This chapter deals with

Analysis and Discussions of the findings. Firstly, data of all the respondents to the

interview was compared to given batter understanding of the situation. Then, this

comparison was used to achieve the objectives of the research by evaluating them on the

basis of secondary data. Unique personal quotes from respondents were taken as a basis

of comparison of the different views to consolidate it into finding of the research.

However, the thoughts still vary due to personal choice and the type of customers they

deal in which in turn depends on location. To being with we will discuss the background

of the respondents.

18

1. Gender

Gender Number of Respondents in

Number

Number of Respondents

in Percentage

Male 23 75%

Female 7 25%

Table No. 4.1

Fig No. 4.1

75

25

0 0

Gender

Male

Female

19

2. Occupation :

Occupation Number of Respondents

in Number


in Percentage

Business 3 10%

Profession 5 15%

Housewife 3 10%

Student 7 25%

Service 12 40%

Table No. 4.2

Fig No. 4.2

10%

15%

10%

25%

40%

Occupation

Business

Profession

Housewife

Student

Service

20

2.Age :

Occupation Number of Respondents

in Number


in Percentage

15 – 20 8 25%

21 – 30 16 55%

31 – 40 3 10%

40 & Above 3 10%

Table No. 4.3

Fig No. 4.3

25%

55%

10%

10%

Age Group

15 – 20

21 – 30

31 – 40

40 & Above

21

Question 1 :

The Question was asked whether the Nokia handset are updated with latest features?

Stand details Available Number of Respondents

in Number


in Percentage

YES 23 78%

NO 7 22%

Table No. 4.4

Fig No. 4.4

Interpretation :

The above chart shows the public opinion about Nokia handset. They are updated with

latest features & it is clear from the above chart that 78% of the respondents believe

Nokia has updated features, whereas, 22% of the respondentsdo not agree that Nokia

handsets are updated with latest features.

78

22

0

10

20

30

40

50

60

70

80

90

YES NO

No. of Respondents in Percentage

22

Question 2 :

The Question was asked whether the Nokia mobile is easily available in market?

Stand details Available Number of Respondents

in Number


in Percentage

YES 25 83%

NO 5 17%

Table No. 4.5

Fig No. 4.5

Interpretation :

The above chart shows that out of 30 respondents, 83% said that Nokia mobile is easily

available in the market & 17% said that Nokia Mobile is not easily available in Market.

83

17

0

10

20

30

40

50

60

70

80

90

YES NO


23

Question 3 :

The Question was asked whether the Nokia mobile are user friendly?

Stand details Available Number of Respondents Percentage

YES 13 45%

NO 17 55%

Table No. 4.6

Fig No 4.6

Interpretation :

The above chart shows the out of 30 respondents ,45% said that Nokia mobile are not

user friendly & 55% said that Nokia Mobile are user friendly.

45

55

0

10

20

30

40

50

60

YES NO

Nokia Mobile are user Friendly


24

Question 4 :

The Question was asked whether the Nokia Providers best after sales service compared to

other mobile companies?


YES 21 70%

NO 9 30%

Table No 4.7

Fig No.4.7

Interpretation :

The above chart shows the out of 30 respondents, 70% said that Nokia Providers best

after sales service compared to other mobile companies &30% said Nokia is not Provided

best after sales service compared to other mobile companies.

70

30

0

10

20

30

40

50

60

70

80

YES NO


25

Question 5 :

The Question was asked whether the Nokia Mobile as compared to other mobile

companies even though Nokia is costlier


Nokia Brand Name 19 63%

Battery Features 6 21%

User Friendly 3 10%

None of the above 2 6%

Table No. 4.8

Fig No. 4.8

Interpretation :

The above chart shows the out of 30 respondents63% said that Nokia is costlier because

his Brand Name, 21% said Nokia is costlier Because its Better Features , 10% Nokia is

costlier because Nokia Mobile is user friendly & 6% said that Nokia is costlier None of

the above.

63

21

10 60

10

20

30

40

50

60

70

Nokia Brand Name

Battery Features User Friendly None of the above

No.of Respondents in Percentage

26

Question 6 :

The Question was asked Does Nokia Mobile company Satisfying customer through the

Marketing?


YES 5 16%

NO 25 84%

Table No. 4.9

Fig No. 4.9

Interpretation :

The above chart shows the out of 30 respondents, 16% said that Nokia Company

Satisfying Customer through the marketing & 84% said Nokia Company Not Satisfying

Customer through the marketing.

16

81

0

10

20

30

40

50

60

70

80

90

YES NO


27

Question 7 :

The Question was asked whether the Nokia Should increase their distributers?


YES 27 90%

NO 3 10%

Table No. 4.10

Fig No. 4.10

Interpretation :

The above chart shows the out of 30 respondents, 90% said that Nokia Should increase

their distributers & 84% said Nokia Should not increase their distributers.

90

100

10

20

30

40

50

60

70

80

90

100

YES NO


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Question 8 :

The Question was asked Whether Nokia user advance & new software and application in

mobile?


YES 26 87%

NO 4 13%

Table No. 4.11

Fig No. 4.11

Interpretation :

The above chart shows the Out of 30 respondents 87% said Nokia user advance & new

software and application in mobile & 13% said Nokia not user advance & new software

and application in mobile.

87

13

0

10

20

30

40

50

60

70

80

90

100

YES NO


29

Question 9 :

The Question was asked How will you rate the advertisement on the basis of their

promotional information?


BAD 8 26%

OK 3 10%

GOOD 13 44%

EXCELLENT 6 20%

Table No. 4.12

Fig No. 4.12

Interpretation :

The above chart shows the out of 30 respondents, 26% Nokia user advertisement on the

basis of their promotional information is Bad, 10% respondentNokia user advertisement

on the basis of their promotional information is Ok, 44% respondentNokia user

advertisement on the basis of their promotional information is Good & 20%

respondentNokia user advertisement on the basis of their promotional information is

Excellent.

26

10

44

20

0

5

10

15

20

25

30

35

40

45

50

BAD OK GOOD EXCELLENT


30

Question 10 :

The Question was asked whether you seen Nokia advertisement ?


YES 6 20%

No 24 80%

Table No. 4.13

Fig No. 4.13

Interpretation :

The above chart shows that out of 30 respondents, 20% Nokia users have seen

advertisement of Nokia, 80% respondentsNokia users have not seen advertisement of

Nokia.

20

80

0

10

20

30

40

50

60

70

80

90

YES NO


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Question 11 :

The Question was asked would you recommend the Nokia phone to other?


YES 23 77%

No 7 23%

Table No. 4.14

Fig No. 4.14

Interpretation :

The above chart shows the Out of 30 respondent 77% Nokia user recommended Nokia

phone to other & 23% respondentNokia user are not recommended Nokia phone to other.

77

23

0

10

20

30

40

50

60

70

80

90

YES NO


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CHAPTER – 5

FINDINGS, SUGGESTIONS, CONCLUSION

5.1 Findings:-

Company needsto look at its advertising operations. In today‘s environment

advertising is the media to reach the public faster.

Company should adopt more strategic audit of its advertising media.

It should arrange visits to trade fairs, display advertising, road shows to capture

market‘s share

It can also offer some discount on product so that more customer get attracted.

Company should give emphasis on sales promotional activity.

5.2 Suggestions:-

Need more features in Nokia Mobile.

Add some more features in android version.

Need more strong capacity in Nokia mobile.

Most people suggest reducing the price of the Mobile.

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5.3 CONCLUSION

Customer of Nokia mobile are very much friendly towards Nokia.

Trust of Nokia mobile is higher than any brand.

The Voice quality of the Nokia Phone is very good compared to other phones.

Customer take decision of purchasing Nokia mobile after consulting with friends &

family members.

Customers is very much interested in officers.

Middle Age People like Nokia Mobile.

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CHAPTER – 6

BIBLIOGRAPHY &WEBLIOGRAPHY

Research Methodology by HamdyTaha, A.M. Natarajan and NareshMalhotra

Research methodology by Santosh Gupta

Consumer BehaviorbySchiffman, Kanuk& Ramesh Kumar

ICFAI Journal of Marketing Management

https://www.nokia.com

http://www.scribd.com.

https://www.academia.edu

www.marketingprofs.com

www.brandingstrategyinsider.com

http://www.marketing91.com

A STUDY OF CUSTOMER SATISFACTION OF NOKIA MOBILE USER IN DOMBIVALI WEST GANESH NAGAR AREA

Career

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