Peoples Education Society and Trusts

A PROJECT REPORT ON

A STUDY ON CUSTOMER SATISFACTION AND SERVICE ANALYSIS

FOR

______________________________________________

BY

_____________________________________________

UNDER THE GUIDANCE OF

___________________________________

SUBMITTED TO

UNIVERSITY OF AMRAVATI

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD

OF THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION (M.B.A.)

THROUGH

______________________ INSTITUTE OF MANAGEMENT AMRAVATI

DECLARATION

I, the undersigned, hereby declare that the project entitled __________________________________ written and submitted by me to the university of Amravati, in the partial fulfillment of requirement For the award of degree of Master of Business administration under the guidance of _________________________ is my original work and conclusion there in are based on the material collected by myself.

Place: Amravati Name:Date:

CERTIFICATE

This is to certify that the project Report entitled ___________________ which is being submitted herewith for the award of the degree of Master of Business Administration of university of Amravati, is the result of the original research work completed by __________________ under my supervision and guidance and to the best of my knowledge and belief the work embodied in this project report has not formed earlier the basis for the award of any degree or similar title of this or any other university or examining body.

Place Name: Date

ACKNOWLEDGEMENT

I would like to express my heartiest gratitude to _________________ (HR Executive) ______________, Amravati for giving opportunity to associate myself to the worlds largest producer of two Wheeler Company and to carry out my project title __________________________________________________________________________________.

I am sincerely thankful to __________________ (_________________) and _________________ (_________________) under whose guidance I have successfully completed this project and time spend with him is great learning experience. I would also give to special thanks to ______________________ (___________) for his valuable suggestion, guidance and advice in brining out this project report and my sincere thanks to all the staff and member of Motorola s, ___________. I am grateful to ____________, Director of ___________ Institute of management and for prof. _______________ for their guidance in this study.

_____________________MBA II20013-14

INDEXSr. No.Chapter No. And NamePage No.

1Executive Summary

01

2Introduction04

3.Industry Profile06

4. Company Profile

12

5.Objectives of the study

15

6.Research Methodology

19

7.Data Analysis

25

8.Findings

47

9.Suggestions & Conclusions

49

10.Limitations51

11.Bibliography53

CHAPTER- IEXECUTIVE SUMMARY

1

Customer satisfaction is the key to success. Getting your customers to tell you what is good about your product or services and where you need improvement helps you to ensure that your business measures up to their expectations. The attached file contains a customer satisfaction survey from designed to help you gather this important information it was designed to make it easy for customer to fill out & to make it easy for you to quickly customize to exactly match your companys activities. It also includes suggestions for distributing the form, ensuring that customer will return the form and following up on comments.

This report is based on the topic To Study the customer satisfaction of Motorola Handsets

The reason for a business firm to come into being is the existence of a customer who has unfilled needs and wants. Motorola has advantage of having the widest product range in all market segments in which it operates, putting itself in a unique position of providing just product, but the best solution to their customer thus fulfilling the unfilled needs. Motorola keeps itself abreast of the new and emerging technologies and adopting them to deliver high quality and high performance vehicles to their end customers. Customer satisfaction has been conceptualized in several ways.

Consumer satisfaction is result of confirmation of expectation. Motorola has been focusing on the improvement & Excellency in product, which it uses to satisfy there to accomplish, this it has focused on improving customer-orientation and value chain integration. Thus, meeting of customer expectation. So this Project aims exactly on this aspect i.e. to know the customer satisfaction level through primary data, to study the process followed for customer satisfaction improvement and to suggest some new means of customer satisfaction improvement.

Importance:As the customers are treated as king of todays business world so its mandatory to see that our customer kings are satisfied or not. Hence the study is carried on Customer satisfaction. So whatever services are provided to the customer, his satisfaction is a must, otherwise within no time the Company will lose its customers. In the present scenario the industry has given utmost importance of doing particular task at fastest time. Objectives:1. The main purpose of the study is to know whether the customers are satisfied with the products provided by Motorola2. To understand the behavior of the Motorola customer care with customers3. To know weather service provided according to time and date or not4. To suggest measures to improve customer satisfaction and improve quality of product appearance and feature 5. To suggest new ideas, suggestion other than currently used in Motorola handsets to improve customer satisfaction6. To know if, there is any relationship between Brand name & satisfaction level, Feature of Handset & satisfaction level and price of Handset & satisfaction level7. To identify customer perceptions of key areas of weakness and keyarea of strength8. To measure the prioritize areas where improvement will most affectcustomer satisfaction

Methodology

Data source Primary (field Survey) Research area Amravati City. Research approach Survey Method Research instrument Questionnaire Sample Plan Personal Interview Sample unit Personal Sample Size 50 customers.

Learning It helps to understand how to measure market requirement Project helps me to get basic knowledge about the professional meetings and how to make report which provides useful information Utility to the organization Project helps organization to understand the market requirement

CHAPTER IIINTRODUCTION

The Mobile market is growing at a fast rate because of change in work life of consumers. As the need for "anytime anywhere" access to information is increasing, the sales of Tabs and Big display handset also increasing. Hence it becomes necessary to understand the consumers perception and attitude towards various brands and how they take decisions, regarding their purchasing pattern. There are various factors that can affect the purchasing decision like Price, Quality of the product, brand image in the market, after sale service etc. Hence I chose my project topic as A study on consumer satisfaction at Motorola. I worked on the project for 6 weeks under guidance of my project guide and my work area was limited to Amravati region only. A pilot study was undertaken on sample of 10 respondents. The aim of this study was to determine the Featuress of the questionnaire & evaluate if the outputs being delivered meet the objectives of the survey. To study the existing trends of market, a 4-5 days study was undertaken. After completion of pilot study, a questionnaire was made which includes the questions according to objectives of study. Questionnaire contains fourteen questions, divided into three parts; First part contains demographic questions, Second part contains questions relating to consumer who has website. Personal interview as well as telephonic interview was used to collect the response.

CHAPTER-IIIINDUSTRY PROFILE

Today mobile phones have moved beyond their primary role of voice communications and have graduated to become an essential entertaining device for mobile users. We are in an era where users buy mobile phones not just to be in touch, todays youth use it to express their thoughts, for social networking, to show their interests, play games, read news, surf on the internet, listen to music, chat instantly with friends & families and even check their bank balances. There are various phone manufacturers providing handsets. The Indian mobile industry is the fastest growing in the world and India continues to add more mobile connections every month than any other country in the world. The telecom boom in the country provides great opportunity to handset manufacturers and the hottest segment for these manufacturers is the entry level segment. Among the fastest growing sectors in the country, telecom has been zooming up the growth curve at a fiery pace.

The last few years saw India adding many firsts to its list of achievements. Some of these are-the world's lowest call rates (1 paisa/sec), fastest growth in the number of subscribers (15-20 million per month), fastest sale of a million mobile phones (1 week), the world's cheapest mobile handset (`777), and the world's most affordable 3G phone (`4,999). The market in India is dominated by mobile. For mobile we have 840 million-plus users, unlike many other markets, mobile is becoming the dominant device for voice, for value-added services, and increasingly for mobile Internet also. Its somewhat similar to what we saw in Japan in 1999 where, because of the limitation of broadband and computing. Theres a whole host of services being created around mobile. An effective management of mobile services requires an understanding of the factors that underlie the evolution of the market.

Factors such as market potential and timing and speed of adoption are of great importance for telecom operators for capacity planning. Understanding the evolution of mobile phone market and its likely future trend is equally important for policy makers. India is currently facing the onslaught of cheap sub-standard Chinese phones, which occupy as much as 25 per cent of the market, thanks to the liberal import policies of India. The boost to exports to mobile phones and their parts will encourage local manufacturing, which is the best answer to compete with the cheap sub-standard Chinese phones imports.

Mobile phone exports from India could double as a result of Commerce Ministry granting 2 per cent Focus Product Scheme (FPS) on mobile phone exports in the Foreign Trade President of Indian Cellular Association said that the special incentive accorded to mobile phone exports could result in the doubling of exports in the next 3-5 years from the annual level of `13,000 crore to `14,000 crore if other enabling policies are put in place. India is already a base for worldwide quality manufacturing of mobile phones. MOBILE HANDSETS V/S FDI Figure 1: FDI in Mobile Phone Source : http://www.dot.gov.in The sale of mobile handset have increased from a minor 17.5 million in 2003-04 to 223 millions in 2010-11. Major increase being in the year 2010-11 followed by 2009-10 with the sale of about 55 million handset. The major amount of FDI (Foreign Direct Investment) being in telecom industry in years from 2007-09 of about $5000 millions, which provided the major opportunities for different companies to come in Indian market. The results of which can be seen in the following years with the increase in number of sale of mobile handset. The FDI limit being increased from 49% to 74% being the major reason for the increase in FDI. Some important findings :

This inflow of FDI provided in roads for many companies which started their production in India. Only 5 local manufacturers in 2008 and the number stands at 28 now! Fall in the market share of Nokia, L.G., and Motorola. Samsung Electronics Co. Ltds share rose marginally to 9.7% from 9.5%. LGs share dropped from 7.2% to 6.4%, Of the local manufacturers, Micromax leads the race. There are many mobile players like Nokia, Motorola, Samsung, Sony Erission, L.G., HTC, Apple, Blackberry, Alcatel and many more. Top 5 local manufactures are Micromax, Karbonn Mobiles, Spice Mobiles Ltd, Videocon

Rate of growth of mobile-density The analysis reveals that the inflection point (the maximum growth rate point) of the curve will occur between 2011-12 and 2012-13 (when mobile-density is around 70). During the year 2015-16, there will be 90 mobile phones for 100 people in the country. Analysis show that the numbers of mobile phones will exceed the number of people in the country by 2019-20 In this study, the growth of the mobile phone and mobile-density in India has been analyzed using S-shaped growth curve models. The analysis shows that the high growth phase of the diffusion of mobile phones will continue till 2015-16. It is estimated that there will be 90 mobile phones per 100 inhabitants in India at the end of year 2015-16. The number of mobile phones will exceed the number of people in the country by 2019-20. Total mobile phone demand is projected to increase from 800 million in 2010-11 to 1 billion by 2012-13. Growth which is not expected to slow down anytime soon is now moving to the rural areas.

Mobile phone production in India increased to 512 million from a mere 144 million in 2002-03 at a compound annual growth rate (CAGR) of 28.3 percent. Mobile phone production revenue reach $13.6 billion by 2011 from $4.9 billion in 2006, a CAGR of 26.6 percent. The growth in production is driven mainly by the expanding mobile subscriber base in India and favorable local government policies promoting local electronics manufacturing in India. India is the world's second-largest telecom market after China, with the total wireless subscriber base crossing 850 million at the end of June, 2011. By 2020, the handset demand is projected to reach 350 million a year. At present, Indian mobile handset market is estimated to be in around 130 million handsets per annum. It added that 510 million handsets are estimated to be manufactured in India, during the same year. In India, handsets are categorised as high, medium, low, and ultra low cost ASP devices. The medium ASP segment is likely to be the fastest growing segment in terms of volume, affordability of feature-rich handsets is also expected to be a key enabler of handset adoption. The government should create a sizeable export promotion fund for the telecom equipment and services export and handset exports from India may be included in bilateral trade agreements with emerging markets in regions such as South Asia, Africa, Latin America, Russia and Eastern Europe.

CHAPTER-IVCOMPANY PROFILE

Motorola exists to invent, build and deliver the best mobile devices on the planet - improving the lives of millions of people.

What we do Motorola created the mobile communications industry. We invented most of the protocols and technologies that make mobile communications possible, including the first mobile phone, the first base station and pretty much everything else in between. Today, we are combining that pioneering spirit with Googles vision and commitment to consumers. Thats why our phones run on Android, the world's most popular operating system. Android brings the openness that shaped the Internet to the mobile world. Thats also why we are the first company to bring smartphone production back to the USA and allow people to customise their own phone design. For the past 80 years, our engineers have thrived on invention; on finding new ways to solve problems. Today we continue to look for new opportunities to change peoples lives for the better through the magic of mobility.

Products

Moto G

Moto X

Moto E

CHAPTER-VOBJECTIVE

Objectives:-

1. The main purpose of the study is to know whether the customers are satisfied with the products provided by Motorola2. To understand the behavior of the Motorola customer care with customers3. To know weather service provided according to time and date or not4. To suggest measures to improve customer satisfaction and improve quality of product appearance and feature 5. To suggest new ideas, suggestion other than currently used in Motorola handsets to improve customer satisfaction6. To know if, there is any relationship between Brand name & satisfaction level, Feature of Handset & satisfaction level and price of Handset & satisfaction level7. To identify customer perceptions of key areas of weakness and keyarea of strength8. To measure the prioritize areas where improvement will most affectcustomer satisfaction

Need Of the Project Work:-

1. Data collection required lot of time so by doing 2 months Survey Company will know areas in which they should develop. So it saves lot of time of company researcher. 2. It gives accurate results to organization which helps in taking future decision and helps in forecasting.3. Better understanding of problem area- In the light of secondary data researcher can improve the researcher problem and may even change some of his earlier ideas.

Significance of the Project Work:-

1. Company would get to know the customer satisfaction level for the current year. Helpful in forecasting. In addition, knows areas of improvement.2. Knows other new techniques of customer satisfaction improvement and the ways to implement them will help company in achieving still higher customer satisfaction. It is less expensive mode of collection data for organization point of view.

About the Study Customer Satisfaction

Customer satisfaction is the key to success. Getting your customers to tell you whats good good about your product or services and where you need improvement helps you to ensure that your business measures up to their expectations. The attached file contains a customer satisfaction survey from designed to help you gather this important information it was designed to make it easy for customer to fill out & to make it easy for you to quickly customize to exactly match your companys activities. It also includes suggestions for distributing the form, ensuring that customer will return the form and following up on comments.

The reason for a business firm to come into being is the existence of a customer who has unfilled needs and wants. Motorola has advantage of having the widest product range in all market segments in which it operates, putting itself in a unique position of providing just product, but the best economic solution to their customer thus fulfilling the unfilled needs.

CHAPTER-VIRESEARCH METHODOLOGY

Concept of Research:-

Research is an organized inquiry designed and carried out to provide information for solving significant problem. Research process involves defining and redefining problems, hypothesis formulation, organizing and evaluating of data, deriving an implication and conclusions, after careful testing. Research has its objective. It involves critical and exhaustive investigation and experimentation by manipulating things, concepts or symbols.

Features of Good Research Design:

A good research design has the following important features: A precise statement of the research problem. Data sources and data collection procedures. Approaches to data analysis.

Resource constraints: time, cost, manpower.

Types of Data:

Primary Data Secondary Data.

Primary Data:Data that is collected for specific purpose at hand is called primary data. This data is customized according to the needs of the researcher and focuses exclusively on the current research problem. The collection of primary data is costly and time consuming.Some of the methods of primary data collection are as follows: Observation. Interviewing. Questionnaire.

Secondary Data:Secondary data may be defined as, data that has been collected earlier for some purpose other than the purpose of the present study. Any data that is available prior to the commencement of the research project is known as secondary data. Therefore secondary data is also called as historical data.

Some of the examples of sources of secondary data are as follows: Company available product related database, Organization chart, Product Records, Internet, etc.

Research InstrumentsThe research instrument used was the Structured Questionnaire.The questionnaire basically consisted of a set of questions that were presented to the respondents for their answers. This was by far the best method used for the collection of primary data. In the preparation of the questionnaire, care was taken to see that the wording of the questions were as simple as possible and would not cause any strain to the respondents in understanding or interpreting of the questions. Also the flows of the questions have been kept in a logical order as far as possible.

The questionnaire includes open end as well as closed end questions with more emphasis on the closed ended questions. The primary aim or objective of including the open-ended questions was to obtain the perceptions of the people regarding the service provided by Motorola, their staff behavior and other. This type of information was of vital importance to organization.

Sources of Data

Primary data is collected through survey of customer at Amravati. The survey is done with the help of questionnaires in which the questions were open ended and close ended. Also by observation in automobile some data is collected for the research.

Secondary data is through the website of the company and company records.

Sample SizeThe total sample size is 50 customers from Amravati.

Tools of Data Collection The methodology for data collection used was survey method and the tools used for survey were questionnaire and personal interview. Information was gathered by interview with the customer in Amravati cities through the questionnaires which are open ended where they can answer the questions in their own words and close ended where options are given to them to answer the questions.

Statistical Tools Used For Data Analysis Statistical tools to be used are tables, Pie Charts, percentage column used.

Research Methodology:-

Data source Primary (field Survey) Research area Amravati City. Research approach Survey Method Research instrument Questionnaire Sample Plan Personal Interview Sample unit Personal Sample Size 50 customers.

Scope of the study:-

The study covers the Personal using Motorola products in Amravati city Helpful in forecasting Helpful in knowing weak spot of product Better understanding of problem area

CHAPTER-VIIDATA ANALYSIS

Demographic Profile 1. AGE OF RESPONDENTS Table No. 1: AGE OF RESPONDENTSAgeObservationPercentage

Less than 251224

25-351428

35-451836

45 and above612

Total50100

It is clear that24% of respondents are of the age less than 25, 28% of respondents are of age 25-35, 38% of respondents are of age 35-45, 12% of respondents are of age 45 and above.

2. OCCUPATION Table No.2 Occupation of RespondentsOptionNo. of respondentsPercentage

Business0510

Professional1836

Personal2346

Other48

Total50100

The survey shows that 10% of respondents are businessmen, 36% of respondents are professionals, 46% of respondents are Personal, 8% of respondents are from other discipline.

3. AVERAGE ANNUAL INCOME Table No.3 Average Annual Income of Respondents

OptionNo. of RespondentsPercentage

Upto 1 Lakh0714

1 to 3 lakkhs1938

3 to 5 lakhs2244

5 lakhs and more024

Total50100

The survey shows that 14% of respondents have income upto 1 lakhs, 38% of respondents have income between 1 to 3 lakhs, 44% of respondents have income between 3 to 5 lakhs, 4% of respondents have income more than 5 lakhs.

4. How many Mobile Development companies do you know? Table No.5 Visibility of companiesOptionNo. of respondentsPercentage

Samsung0408

LG0408

Motorola0000

Apple1020

All of the above3264

Total50100

From above graph we can conclude that, visibility of Motorola product is 100% as it is the local company for the place of survey.

5. Do you think Motorola provide you good quality products with visuals?Table No.6 Product qualityOptionNo. of respondentsPercentage

Yes3978

No1122

Total50100

Out of the 100 people interviewed 78 % feel Motorola provide good product and remaining 22% feels products are not good .

6. What are the good qualities in Motorolas Product?Table No.7 QualityOptionNo. of respondentsPercentage

Features1938

Visuals2244

Availability0510

Look0204

Costing0204

Total50100

The survey shows that 38% respondents feels that Features of Motorolas product are good, 45% feels that Visuals is good but only 3% feels that cost is good.

7. Are you satisfied with the behavior of Motorolas customer care support and staff? Table No. 8 Behavior of customer care supportOptionNo. of respondentsPercentage

Extremely Satisfied1224

Satisfied0612

Average1224

Dissatisfied0714

Extremely Dissatisfied 1326

Total50100

From the survey it is clear that 30% are extremely satisfied with the products of Motorola, and more than 65% are satisfied with it. But around 35% are dissatisfied.

8. Do you think product and Visuals quality is the strength of Motorola? Table No. 9 Product and Visuals quality evaluationOptionNo. of respondentsPercentage

Yes2346

No2754

Total100100

Out of 100 people interviewed, 46 % believe that Visuals and product quality is the strength of Motorola.

9. What is the weakest point of Motorola ? Table No.10 Weakness of MotorolaOptionNo of respondentsPercentage

Look0816

Marketing & Advt Strategies0306

Cost Structure1632

All of the Above0918

None of the Above1428

Total50100

Policies and Cost Structure are the weakest point of Motorola as per the consumers.

10. Are you satisfied with the overall products and system of Motorola? Table No.11 Overall satisfactionOptionNo of respondentsPercentage

Yes2142

No2958

Total50100

42% respondents satisfied with overall products and system of Motorola but 52% are not satisfied.

11. Do you purchase Motorola handset for which reason?

Table No.12 Reason for purchaseReasonRespondentsPercentage

Brand Name2856

Product Quality and Cost2244

Graph conclude that, 56% customer purchases mobile handset just because of brand name, and remaining for the quality of product and its cost.

Chapter VIIIFindings

1. It is clear that24% of respondents are of the age less than 25, 28% of respondents are of age 25-35, 38% of respondents are of age 35-45, 12% of respondents are of age 45 and above.2. The survey shows that 10% of respondents are businessmen, 36% of respondents are professionals, 46% of respondents are Personal, 8% of respondents are from other discipline.3. The survey shows that 14% of respondents have income upto 1 lakhs, 38% of respondents have income between 1 to 3 lakhs, 44% of respondents have income between 3 to 5 lakhs, 4% of respondents have income more than 5 lakhs.4. From survey it is clear that 82% of respondents have Employees count more than 5 while, 18% of respondents have Employees count less than 5, which are mostly categorized as Individuals5. From above graph we can conclude that, visibility of Motorola product is 100% as it is the local company for the place of survey. 6. Out of the 100 people interviewed 78 % feel Motorola provide good product and remaining 22% feels products are not good .7. The survey shows that 38% respondents feels that Features of Motorolas product are good, 45% feels that Visuals is good but only 3% feels that cost is good.8. From the survey it is clear that 30% are extremely satisfied with the products of Motorola, and more than 65% are satisfied with it. But around 35% are dissatisfied.9. Out of 100 people interviewed, 47 % believe that Visuals and product quality is the strength of Motorola.10. Policies and Cost Structure are the weakest point of Motorola as per the consumers. 11. 42% respondents satisfied with overall products and system of Motorola but 52% are not satisfied.12. Graph conclude that, 56% customer purchases mobile handset just because of brand name, and remaining for the quality of product and its cost.

Chapter IXSuggestions and Conclusion

1) Though Motorola is big brand company, the awareness of products of Motorola is average. 2) The respondents of this survey are measure Personal, so they know the products of Motorola and other companies very well. 3) Many customers are satisfied with the quality of Motorolas product and its Visuals style, but still many of them are feel its not strength of Motorola.4) Customer care support is good but not that much, but still they are happy with what they have. 5) Other than that, respondents feels distribution channels like there availability of product in the retail market is not good. All Motorola products are not available in the local market. Customer has to dependent on the online stores. 6) Motorola is good at marketing and its pricing structure is also good. 7) Though it is so, only 42% customers are satisfied with its products and services.

Chapter XLimitations

The limitations of the project are-

The project was carried in the Amravati city so the project provides a perspective limited only to this city.

The sample taken cannot cover all the classes of people whose responses have to be taken.

Again research study of 2 months is a time constraint and covering whole of Amravati city population by taking a sample size of 50 is not feasible.

Non understanding of certain parameters in the questionnaire.

Chapter XIBibliography

BIBLIOGRAPHY

Philip Kotlar, Marketing Management, New Delhi, Pearson Education (P) Ltd., Indian Branch, 2004.

Consumer Behavior by Leon G. Schiffman, Prentice-Hall India 8th edition

WEBSITES

www.Motorola.in www.wikipedia.com https://vaibhavgnnugupta.files.wordpress.com/2012/01/mobile-market-in-india-final-report.pdf

Chapter XIIANNEXURE

QUESTIONNAIRE

1. AGE OF RESPONDENTS a. Less than 25b.25-35c.35-45 d.more than 45

2. What is your occupation?a.Businessb.Professionalc.Farmerd.Other

3. What is your average annual income?a.Upto 1 Lakhb.1 to 3 Lakhc.3 to 5 lakhd.More than 5 lakh

4. How many employee are there in your companya.Below 5b. More than 5

5. How many web site development companies do you know?6. Do you think Motorola provide you good quality products?a. Yesb.No

7. What are the good qualities in Motorolas Product?a.Featuresb.Visualsc.Availability d.Looke.Cost

8. Are you satisfied with the behavior of Motorolas staff and agents? a.Extremely satisfiedb.Satisfiedc.Averaged.Dissatisfied e.Extremely dissatisfied

9. Do you think product and Visuals quality is the strength of Motorola? a. Yesb.No

10. What is the weakest point of Motorola ?a. Policiesb.Marketing and Adv Strategyc.Cost Structured.All of the above

11. Are you satisfied with the overall products and system of Motorola? a. Yesb.No

8