Customer Satisfaction - Samsung Proj

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Chapter - 1COMPANY PROFILE


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INTRODUCTION

The Samsung Group is a South Korean multinational conglomerate corporation

headquartered in Samsung Town, Seoul,South Korea. It comprises numerous international

affiliated businesses, most of them united under the Samsungbrand.

Notable Samsung Group industrial subsidiaries include Samsung Electronics (the

world's largest information technology company measured by 2010 revenues), Samsung

Heavy Industries (the world's second-largest shipbuildermeasured by 2010 revenues), and

Samsung Engineering and Samsung C&T (respectively the world's 35th- and 72nd-largest

construction companies). Other notable subsidiaries include Samsung Life Insurance (the

world's 14th-largest insurance company), Samsung Securities, Samsung SDS, Samsung

Everland (the oldest theme parkin South Korea), Cheil Worldwide (the world's 19th-largest

advertising agency measured by 2010 revenues) and Shilla Hotel.

Samsung Group produces around a fifth of South Korea's total exports and its

revenues are larger than many countries' GDP; in 2006, it would have been the world's 35th-

largest economy. In many South Korean industries Samsung Group enjoys a monopoly

position. The company has a powerful influence on South Korea's economic development,

politics, media and culture, and has been a major driving force behind the "Miracle on the

Han River". Many businesses today use Samsung's international success as a role model.
http://en.wikipedia.org/wiki/South_Koreanhttp://en.wikipedia.org/wiki/Multinational_corporationhttp://en.wikipedia.org/wiki/Conglomerate_%28company%29http://en.wikipedia.org/wiki/Samsung_Townhttp://en.wikipedia.org/wiki/Seoulhttp://en.wikipedia.org/wiki/South_Koreahttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Samsung_Electronicshttp://en.wikipedia.org/wiki/Samsung_Heavy_Industrieshttp://en.wikipedia.org/wiki/Samsung_Heavy_Industrieshttp://en.wikipedia.org/wiki/Shipbuilderhttp://en.wikipedia.org/wiki/Samsung_Engineeringhttp://en.wikipedia.org/wiki/Samsung_C%26Thttp://en.wikipedia.org/wiki/Samsung_Life_Insurancehttp://en.wikipedia.org/wiki/Samsung_SDShttp://en.wikipedia.org/wiki/Samsung_Everlandhttp://en.wikipedia.org/wiki/Samsung_Everlandhttp://en.wikipedia.org/wiki/Theme_parkhttp://en.wikipedia.org/wiki/Cheil_Worldwidehttp://en.wikipedia.org/wiki/Shilla_Hotelhttp://en.wikipedia.org/wiki/GDPhttp://en.wikipedia.org/wiki/Miracle_on_the_Han_Riverhttp://en.wikipedia.org/wiki/Miracle_on_the_Han_Riverhttp://en.wikipedia.org/wiki/Miracle_on_the_Han_Riverhttp://en.wikipedia.org/wiki/Miracle_on_the_Han_Riverhttp://en.wikipedia.org/wiki/GDPhttp://en.wikipedia.org/wiki/Shilla_Hotelhttp://en.wikipedia.org/wiki/Cheil_Worldwidehttp://en.wikipedia.org/wiki/Theme_parkhttp://en.wikipedia.org/wiki/Samsung_Everlandhttp://en.wikipedia.org/wiki/Samsung_Everlandhttp://en.wikipedia.org/wiki/Samsung_SDShttp://en.wikipedia.org/wiki/Samsung_Life_Insurancehttp://en.wikipedia.org/wiki/Samsung_C%26Thttp://en.wikipedia.org/wiki/Samsung_Engineeringhttp://en.wikipedia.org/wiki/Shipbuilderhttp://en.wikipedia.org/wiki/Samsung_Heavy_Industrieshttp://en.wikipedia.org/wiki/Samsung_Heavy_Industrieshttp://en.wikipedia.org/wiki/Samsung_Electronicshttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/South_Koreahttp://en.wikipedia.org/wiki/Seoulhttp://en.wikipedia.org/wiki/Samsung_Townhttp://en.wikipedia.org/wiki/Conglomerate_%28company%29http://en.wikipedia.org/wiki/Multinational_corporationhttp://en.wikipedia.org/wiki/South_Korean


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Background of Samsung Electronics:

Samsung Electronics is a South Korean multinational electronics and information

technology company headquartered in Samsung Town, Seoul. It is the flagship subsidiary of

the Samsung Group. With assembly plants and sales networks in 61 countries across the

world, Samsung has approximately 160,000 employees.

In 2009, the company took the position of the worlds biggest IT maker by surpassing the

previous leaderHewlett-Packard. Its sales revenue in the areas ofLCD and LED displays and

memory chips is number one in the world.

In the TV segment, Samsungs market position is dominant. For the four years since 2006,

the company has been in the top spot in terms of the number of TVs sold, which is expected

to continue in 2010 and beyond. In the global LCD panel market, the company has kept the

leading position for eight years in a row.

With the Galaxy S model mobile phone, Samsungs Smartphone lineup has retained the

second-best slot in the world market for some time. In competition to Apple's iPad tablet,

Samsung released the Android powered Samsung Galaxy Table.
http://en.wikipedia.org/wiki/South_Koreanhttp://en.wikipedia.org/wiki/Multinational_corporationhttp://en.wikipedia.org/wiki/Electronicshttp://en.wikipedia.org/wiki/Information_technologyhttp://en.wikipedia.org/wiki/Information_technologyhttp://en.wikipedia.org/wiki/Samsung_Townhttp://en.wikipedia.org/wiki/Seoulhttp://en.wikipedia.org/wiki/Samsung_Grouphttp://en.wikipedia.org/wiki/Hewlett-Packardhttp://en.wikipedia.org/wiki/LCDhttp://en.wikipedia.org/wiki/LEDhttp://en.wikipedia.org/wiki/Mobile_phonehttp://en.wikipedia.org/wiki/Mobile_phonehttp://en.wikipedia.org/wiki/Smartphonehttp://en.wikipedia.org/wiki/IPadhttp://en.wikipedia.org/wiki/IPadhttp://en.wikipedia.org/wiki/Smartphonehttp://en.wikipedia.org/wiki/Mobile_phonehttp://en.wikipedia.org/wiki/LEDhttp://en.wikipedia.org/wiki/LCDhttp://en.wikipedia.org/wiki/Hewlett-Packardhttp://en.wikipedia.org/wiki/Samsung_Grouphttp://en.wikipedia.org/wiki/Seoulhttp://en.wikipedia.org/wiki/Samsung_Townhttp://en.wikipedia.org/wiki/Information_technologyhttp://en.wikipedia.org/wiki/Information_technologyhttp://en.wikipedia.org/wiki/Electronicshttp://en.wikipedia.org/wiki/Multinational_corporationhttp://en.wikipedia.org/wiki/South_Korean


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Company Profile

Samsung India Electronics Private Limited (SIEL):

Samsung India is the hub for Samsungs South West Asia Regional operations. The

South West Asia Regional Headquarters looks after the Samsung business in Nepal, Sri

Lanka, Bangladesh, Maldives and Bhutan besides India. Headquartered in New Delhi, India

which commenced its operations in India in December 1995, today enjoys a sales turnover of

over US$ 1Bn in just a decade of operations in the country.

Headquartered in New Delhi, Samsung India has a network of 19 Branch Offices

located all over the country. The Samsung manufacturing complex housing manufacturing

facilities for Colour Televisions, Colour Monitors, Refrigerators and Washing Machines is

located at Noida, near Delhi. Samsung Made in India products like Colour Televisions,

Colour Monitors, Mobile Phones, Tablets, Smart Phones and Refrigerators are being exported

to Middle East, CIS and SAARC countries from its Noida manufacturing complex.

Samsung India currently employs over 1600 employees, with around 18% of its

employees working in Research & Development.

The Samsung Philosophy

At Samsung, we follow a simple business philosophy: to devote our talent and technology to

creating superior products and services that contribute to a better global society.

Every day, our people bring this philosophy to life. Our leaders search for the brightest talent

from around the world, and give them the resources they need to be the best at what they do.

The result is that all of our productsfrom memory chips that help businesses store vital

knowledge to mobile phones that connect people across continents have the power to

enrich lives. And thats what making a better global society is all about.


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Our Values

We believe that living by strong values is the key to good business. At Samsung, a rigorous

code of conduct and these core values are at the heart of every decision we make.

Samsung Business Principals

Vision 2020

As stated in its new motto, Samsung Electronics' vision for the new decade is, "Inspire the

World, Create the Future."

This new vision reflects Samsung Electronics commitment to inspiring its communities by

leveraging Samsung's three key strengths: New Technology, Innovative Products, and

Creative Solutions. -- and to promoting new value for Samsung's core networks -- Industry,

Partners, and Employees. Through these efforts, Samsung hopes to contribute to a better

world and a richer experience for all.
http://www.samsung.com/in/aboutsamsung/corporateprofile/download/sec_global_codeofconduct.pdfhttp://www.samsung.com/in/aboutsamsung/corporateprofile/download/sec_global_codeofconduct.pdf


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2000-Present Pioneering the Digital Age

The digital age has brought revolutionary changeand opportunityto global business, and

Samsung has responded with advanced techno-logies, competitive products, and constant

innovation.

At Samsung, we see every challenge as an opportunity and believe we are perfectly

positioned as one of the world's recognized leaders in the digital technology industry.

Our commitment to being the world's best has won us the No.1 global market share for 13 of

our products, including semiconductors, TFT-LCDs, monitors and CDMA mobile phones.

Looking forward, we're making historic advances in research and development of our overall

semiconductor line, including flash memory and non-memory, custom semiconductors,

DRAM and SRAM, as well as producing best-in-class LCDs, mobile phones, digital

appliances, and more.

Samsung Affiliated Companies:

Samsung is comprised of companies that are setting new standards in a wide range of

businesses, from consumer electronics to petrochemicals, from advertising to life insurance.

They share a commitment to creating innovative, high quality products that are relied on

every day by millions of people and businesses around the world.

Machinery & Heavy Industries

Samsung Heavy Industries

Samsung Techwin

Affiliated Organizations

Samsung Human Resources

Development Centre

Samsung Lions

The Ho-Am Foundation

Samsung Foundation of Culture

Samsung Welfare Foundation

Samsung Life Public Welfare

Foundation
http://www.shi.samsung.co.kr/eng/http://www.samsungtechwin.com/http://hrd.samsung.co.kr/eindex.htmlhttp://hrd.samsung.co.kr/eindex.htmlhttp://hrd.samsung.co.kr/eindex.htmlhttp://hrd.samsung.co.kr/eindex.htmlhttp://www.samsunglions.com/en/http://www.samsungfoundation.org/html/eng/foundation/hoam_foundation.asphttp://www.samsungfoundation.org/html/eng/foundation/culture_foundation.asphttp://www.samsungfoundation.org/html/eng/foundation/welfare_foundation.asphttp://www.samsungfoundation.org/html/eng/foundation/share_foundation.asphttp://www.samsungfoundation.org/html/eng/foundation/share_foundation.asphttp://www.samsungfoundation.org/html/eng/foundation/share_foundation.asphttp://www.samsungfoundation.org/html/eng/foundation/share_foundation.asphttp://www.samsungfoundation.org/html/eng/foundation/share_foundation.asphttp://www.samsungfoundation.org/html/eng/foundation/share_foundation.asphttp://www.samsungfoundation.org/html/eng/foundation/welfare_foundation.asphttp://www.samsungfoundation.org/html/eng/foundation/culture_foundation.asphttp://www.samsungfoundation.org/html/eng/foundation/hoam_foundation.asphttp://www.samsunglions.com/en/http://hrd.samsung.co.kr/eindex.htmlhttp://hrd.samsung.co.kr/eindex.htmlhttp://www.samsungtechwin.com/http://www.shi.samsung.co.kr/eng/


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Electronics Industries

Samsung Electro-Mechanics

Samsung SDI

Samsung Corning Precision Materials

Samsung SDS

Samsung Mobile Display

Samsung LED

Chemical Industries

Samsung Total Petrochemicals

Samsung Petrochemicals

Samsung Fine Chemicals

Samsung BP Chemicals

Other Affiliated Companies

Samsung C&T Corporation

Samsung Engineering

Cheil Industries

Samsung Everland

The Shilla Hotels & Resorts

Cheil Worldwide S1 Corporation

Samsung Medical Centre

Financial Services

Samsung Life Insurance Samsung Fire & Marine Insurance

Samsung Card

Samsung Securities

Samsung Investment Trust

Management
http://www.sem.samsung.com/http://www.samsungsdi.com/contents/en/main.jsphttp://www.scp.samsung.com/http://www.sds.samsung.com/http://www.samsungsmd.com/http://www.samsungled.com/eng/main/index.asphttp://www.samsungtotal.com/EN/main04.aspxhttp://www.myspc.co.kr/http://www.sfc.samsung.co.kr/en/main/main.asphttp://www.samsungbp.co.kr/eng/main.htmlhttp://www.samsungcnt.com/http://www.samsungengineering.co.kr/eng/main.jsphttp://www.cheil.com/http://www.everland.com/MultiLanguage/english/index.htmlhttp://www.shilla.net/en/main.jsphttp://www.cheil.com/https://www.s1.co.kr/eng/main/main.jsphttp://english.samsunghospital.com/http://www.samsunglife.com/company_en/submain.htmlhttp://ir.samsungfire.com/ir_index.jsphttp://www.samsungcard.com/http://english.samsungfn.com/http://www.eng.samsungfund.com/http://www.eng.samsungfund.com/http://www.eng.samsungfund.com/http://www.eng.samsungfund.com/http://www.eng.samsungfund.com/http://www.eng.samsungfund.com/http://english.samsungfn.com/http://www.samsungcard.com/http://ir.samsungfire.com/ir_index.jsphttp://www.samsunglife.com/company_en/submain.htmlhttp://english.samsunghospital.com/https://www.s1.co.kr/eng/main/main.jsphttp://www.cheil.com/http://www.shilla.net/en/main.jsphttp://www.everland.com/MultiLanguage/english/index.htmlhttp://www.cheil.com/http://www.samsungengineering.co.kr/eng/main.jsphttp://www.samsungcnt.com/http://www.samsungbp.co.kr/eng/main.htmlhttp://www.sfc.samsung.co.kr/en/main/main.asphttp://www.myspc.co.kr/http://www.samsungtotal.com/EN/main04.aspxhttp://www.samsungled.com/eng/main/index.asphttp://www.samsungsmd.com/http://www.sds.samsung.com/http://www.scp.samsung.com/http://www.samsungsdi.com/contents/en/main.jsphttp://www.sem.samsung.com/


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Etymology

According to the founder of Samsung Group, the meaning of the Korean hanja word

Samsungis "tristar" or "three stars". The word "three" represents something "big, numerous

and powerful"; the "stars" mean eternity.

Logos

The Samsung Byeolpyo noodles logo, used

from late 1938 until replaced in 1950s.

The Samsung Group logo (three stars),

used from late 1980 until replaced in 1992

The Samsung Group logo, used from late

1969 until replaced in 1979

The Samsung Electronics logo, used from

late 1980 until replaced in 1992

Samsung's current logo used since 1993.
http://en.wikipedia.org/wiki/Korean_languagehttp://en.wikipedia.org/wiki/Hanjahttp://en.wikipedia.org/wiki/Eternityhttp://en.wikipedia.org/wiki/File:Samsung_Logo.svghttp://en.wikipedia.org/wiki/File:Samsung-old.gifhttp://en.wikipedia.org/wiki/File:Past(1969-79)_samsung_logo.PNGhttp://en.wikipedia.org/wiki/File:Past_samsung.PNGhttp://en.wikipedia.org/wiki/File:Past(1938)_samsung_logo.PNGhttp://en.wikipedia.org/wiki/File:Samsung_Logo.svghttp://en.wikipedia.org/wiki/File:Samsung-old.gifhttp://en.wikipedia.org/wiki/File:Past(1969-79)_samsung_logo.PNGhttp://en.wikipedia.org/wiki/File:Past_samsung.PNGhttp://en.wikipedia.org/wiki/File:Past(1938)_samsung_logo.PNGhttp://en.wikipedia.org/wiki/File:Samsung_Logo.svghttp://en.wikipedia.org/wiki/File:Samsung-old.gifhttp://en.wikipedia.org/wiki/File:Past(1969-79)_samsung_logo.PNGhttp://en.wikipedia.org/wiki/File:Past_samsung.PNGhttp://en.wikipedia.org/wiki/File:Past(1938)_samsung_logo.PNGhttp://en.wikipedia.org/wiki/File:Samsung_Logo.svghttp://en.wikipedia.org/wiki/File:Samsung-old.gifhttp://en.wikipedia.org/wiki/File:Past(1969-79)_samsung_logo.PNGhttp://en.wikipedia.org/wiki/File:Past_samsung.PNGhttp://en.wikipedia.org/wiki/File:Past(1938)_samsung_logo.PNGhttp://en.wikipedia.org/wiki/File:Samsung_Logo.svghttp://en.wikipedia.org/wiki/File:Samsung-old.gifhttp://en.wikipedia.org/wiki/File:Past(1969-79)_samsung_logo.PNGhttp://en.wikipedia.org/wiki/File:Past_samsung.PNGhttp://en.wikipedia.org/wiki/File:Past(1938)_samsung_logo.PNGhttp://en.wikipedia.org/wiki/Eternityhttp://en.wikipedia.org/wiki/Hanjahttp://en.wikipedia.org/wiki/Korean_languagehttp://en.wikipedia.org/wiki/File:Samsung_Logo.svghttp://en.wikipedia.org/wiki/File:Samsung-old.gifhttp://en.wikipedia.org/wiki/File:Past(1969-79)_samsung_logo.PNGhttp://en.wikipedia.org/wiki/File:Past_samsung.PNGhttp://en.wikipedia.org/wiki/File:Past(1938)_samsung_logo.PNG


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PRODUCT PROFILE


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Product Profile

Samsung Mobiles in India is managed by Samsung Telecommunications India (STI) who arethe design and technology leaders in the market of mobiles. The Samsung mobile division in

India manufacturers and markets wide variety of mobile telecommunications products with

pre pay and post pay markets in the consumer as well as business segments.

There are 3 different conglomerates which are united under one Samsung group. Samsung

Electronics is the part of its business conglomerate and also the worlds largest electronics

company. Samsung Mobiles is also a part of Samsung Electronics which works in semi

conductors, telecommunications, digital media and digital LCD appliances. The Headquarter

of Samsung is in South Korea and at present it operates in more than 100 countries.

The mobile phones by Samsung are mainly divided into 6 major categories that include style,

Multimedia, Infotainment, Essential, Business and Connected.

The company is known for introducing consumer oriented innovative and breakthrough

technology products and the new brand positioning of the company is reflected in its spunky

and new tagline Next is What? which is used in all the communication material of

Samsung.

The popular handsets of Samsung are:

Tablet Smartphone

Smartphone

Dual Sim Phone Find the perfect balance with DUAL SIM.

Touch Phone Leading the TOUCH revolution.

Qwerty Messaging Phone

Multimedia Phone MULTIMEDIA magic unlimited.

CDMA Phone Discover a unique lifestyle with CDMA.

Essential Phone
http://www.samsung.com/in/consumer/mobile-phone/mobile-phone/tablet-smartphone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/smartphone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/dual-sim-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/touch-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/qwerty-messaging-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/multimedia-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/cdma-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/essential-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/essential-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/cdma-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/cdma-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/multimedia-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/multimedia-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/qwerty-messaging-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/touch-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/touch-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/dual-sim-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/dual-sim-phone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/smartphone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/tablet-smartphone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/tablet-smartphone/index.idx?pagetype=subtype


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PRODUCT | GSM GT-S5620

Network

GSM&EDGE Band

Display

Type : TFT

Resolution : 240x400

Size

Weight : 92g

Dimension : 108.8 x 53.7 x 12.4

Battery

Talk Time : 580min(2G), 290min(3G), 160min(VT)

Standby : 760Hrs(2G), 450Hrs(3G)

Quick Spec


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PRODUCT | GSM GT-C6112

Network

GSM/Edge

Display

Type : TFT


Size

Weight : 112g

Dimension : 105.8x50x16.5mm

Battery

Talk Time : Up to 570min

Standby : Up to 380hr

Quick Spec


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PRODUCT | GSM GT-B7610

Network

GPRS, 3G, HSPDA,

Display

Type :

Resolution :

Size

Weight : 165g

Dimension : 112.6 x 57.8 x 16.5 mm

Battery

Talk Time : up to 12 hrs /2G, Up to 6.8 hrs/3G

Standby : 576hrs/GSM, 500hrs/WCDMA

Quick Spec


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PRODUCT | GSM GT-B3410

Network

GSM, GPRS

Display

Type : TFT


Size

Weight : 113.7g

Dimension : 102.3x52.4x15.9mm

Battery

Talk Time : up to 12 hrs

Standby : up to 450hr

Quick Spec


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Android 2.11 Ghz processo

Hi-speed internet access @3.1Mbps

5MP camera with flash

2Gb internal (plus 32GBexpandable)1 ,500mAh battery

Multi application choices.

Quick Spec

Product | Galaxi 1500(CDMA)

Product | MPOWER TXT

M369

Capture New MemonesUsten to your favowte tunes

More Multimedia, MoreExcitement

More texting More fun

More TV, More EntertainmentMore3G, More PowerAdvanced Mobile TrackerMorn Frp1nm with OMH

Quick Spec


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PRODUCT |Tablet Smartphone| GALAXI TAB 750

Better DesignBetter Screen

Better Web browsing Better Multi-tasking

The new GALAXY Tab 750 offers asuperlative experience with the thinnestand lightest large screen tablet available!It has unmatched mobility and amazinglythin and light body. At just 565 grams and

8.6mm slim.
http://www.samsung.com/in/consumer/mobile-phone/mobile-phone/tablet-smartphone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/tablet-smartphone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/tablet-smartphone/index.idx?pagetype=subtypehttp://www.samsung.com/in/consumer/mobile-phone/mobile-phone/tablet-smartphone/index.idx?pagetype=subtype


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Chapter2

OBJECTIVES

RESEARCH METHODOLOGY

LIMITATIONS


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OBJECTIVES

MAIN OBJECTIVE

Analysis of current market scenario of mobile market with special reference to

SAMSUNG IND.MOBILES.

SUB OBJECTIVES

To study the satisfaction level of Samsung Phone users in Kurnool.

To study the buying behavior of the customers.

To understand the price sensitivity of the market in respect to the Samsung services.

To identify customers opinion about Samsung Handsets.

To identify the key buying factors of Samsung Phones.

To understand the various sales promotional schemes being offered by various mobile

handsets providers.


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RESEARCH METHODOLOGY

To manage the business well is to manage its future and to manage the future is

to manage information.

To collect the information, marketing research is to be done. Marketing research

has been defined as the systematic gathering, recording and analyzing of data about

problems relating to marketing of goods and services from producer to consumer.

-By American Marketing Association

Research Methodology refers to the various methods and techniques involved in

the process of research. The information required for the preparation of the report is

collected through two

Sources viz;

1. Primary Data

2. Secondary Data

1. PRIMARY DATA:

The data collected for a purpose for a particular problem in original is known

as Primary Data. It consists of all the answers in first hand.

Sources of primary data:

The sources are divided into basically two types internal and external. Internal

source analysis is referred to as sales analyses. The external sources include the sales

man, dealers and consumers. On the basis of requirement the information is collected

from anyone or all of the sources.

Methods of collecting Primary data:

The collection of information is referred to as primary method. There are

various methods in which primary data can be adopted and thus can be broadly

classified as survey methods and experimental methods.


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Survey methods:

The survey is a complex operation, which requires some technical Knowledge.

Survey methods are of personal character and depending on the information required

there are six major types of surveys.

Facts Survey - Collects only facts.

Opinion SurveyOpinions in various problems are collected.

Attitude SurveyDetermines the attitudes of the consumers.

Future inventions SurveyUsed to find on discover future trends.

The Reason why SurveySeeks to determine why a person has done

something to do something in future.

Ones survey may contain several types since it may give several better kinds of

information. The various kinds of surveys are carried out through different methods.

Usually three general methods are used to conduct a survey.

2. SECONDARY DATA:

The data collected from the public sources i.e., not originally Collected for the

first time is called secondary data. Suppose we want to know the population of the

city, we need not go house to house to collect the same but can referred to the census

report.

S A M P L I N G M E T H O D S

1) Sampling unit : Professionals,

Common people and

Students are surveyed

2) Sampling Size : 100

3) Sampling procedure : Stratified random sampling is used


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LIMITATIONS

As we know the objectives and the importance of study it is compulsory for us to

have knowledge about the limitations of the study. The limitations are as follows:

The study is confined only to Kurnool city and not the customers around the world.

Time factor is the main limitation of the study.

The methods used in this project are random sampling methods and the result

obtained may not be fully accurate and believable.

The research has been centered to only 100 customers rather than millions of people.

Some of the customers are not interested to give the accurate information about the

product.

This study is based on the figure available and the information given by the

customers.


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Chapter3

LITERATURE REVIEW


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Theoretical Background of the

Customer Satisfaction

According to Philip Kotler, satisfaction is a persons feelings of pressure or

disappointment resulting from products perceived performance (outcome) in relation

to his or her expectations. Customer satisfaction is the level of a persons felt state

resulting from comparing a products perceived performance (outcome) in relation to

the persons expectations.

In today's increasingly competitive environment, quality services and customer satisfaction

are critical to corporate success. Delivering high quality services is closely linked to profits,

cost savings and market share. As stated by Piercy (1995), it is striking that one of the few

elements that links many of the otherwise disparate recommendations made to managers over

the past several decades has been the need to focus on customer satisfaction as a route to

sustained high performance. Companies should, to a much higher degree, be aware of the

fact that customer dissatisfaction equals both defection and long-term losses. As stated by

various authors (Ballantayne et al. 1996; Berry, 1986; Collier, 1994; Schneider and Bowen,

1995): It is easier - and much cheaper - to keep existing customers than to get new ones.

Additionally, another benefit from achieving satisfied customers is the fact that the

willingness to repurchase is much higher for satisfied customers than for dissatisfied and

indifferent ones. Despite this awareness concerning the importance of customer satisfaction,

it is beyond the ability of many of today's service companies to maintain satisfied customers.

Empirical surveys concerning the proportion of satisfied versus dissatisfied customers reveal

that a large amount of service industries suffer from an insufficient number of satisfied

customers. A survey conducted in the BD by Dr.siraj (2001) reveals extreme low levels of

overall customer satisfaction. He examined the overall customer satisfaction levels in various

service branches: Grocery chains (31%), fast-food outlets & Res. (24%), and banks (15%).

One can argue that these results constitute a low range of general service provision. However,

even companies which focus their efforts on achieving satisfied customers, rarely exceed a

customer satisfaction ratio above 50-70% (Scheby, 1998). However , it is important to

emphasize that it is almost impossible to compare various levels of satisfaction, as the

numbers depend heavily on the specific method of measurement. As a result, it is not possible


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to refer to the degree of satisfied versus dissatisfied customers in absolute terms, but only in

relative terms.

Based on the results above, the impression rises that the discipline of satisfying customers is

not always successfully translated into activities practiced by service companies. This fact

has supported our interest in conducting an investigation concerning the relationship between

service providers and customer satisfaction.

Methods to Measure Customer Satisfaction

Companies use the following methods to measure customer satisfaction.

1) Complaints and suggestion system:

Companies obtaining complaints through their customer service centers, and further

suggestions were given by customers to satisfy their desires.

2) Customer satisfaction surveys:

Responsive companies obtain a direct measure of customer satisfaction by periodic surveys.

They send questionnaires to random sample of their customers to find out how they feel

about various aspects of the companys performance and also solicit views on their

competitors performance. It is useful to measure the customers willingness to recommend

the company and brand to other persons.

3) Lost Customer Analysis:

Companies should contact customers who have stopped buying or who have switched to

another supplier to learn why this happened.

4) Consumer Behavior Vs Consumption Behavior:

Consumer behavior refers to the manner in which an individual reaches decision related to

the selection, purchases and use of goods and services. Walters and Paul says that, consumer

behavior is the process where by the individuals decides what, when, how and from whom to

purchase goods & services.

Consumer behavior relates to an individual person (Micro behavior) where as consumption

behavior relates to and to the mass or aggregate of individuals (Macro behavior) consumers

behavior as a study focuses on the decision process of the individual consumer or consuming

unit such as the family.


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In contrast the consumption behavior as a study is to do with the explanation of the behavior

of the aggregate of consumers or the consuming unit. Consumer is a pivot, around which the

entire system of marketing revolves. The study of buyer behavior is one of the most

important keys to successful mark.

Customer Satisfaction is seen as a key performance indicator within business and is often part

of a Balanced Scorecard. In a competitive marketplace where businesses compete for

customers, customer satisfaction is seen as a key differentiator and increasingly has become a

key element of business strategy.

"Within organizations, customer satisfaction ratings can have powerful effects. They focus

employees on the importance of fulfilling customers expectations. Furthermore, when theseratings dip, they warn of problems that can affect sales and profitability. . . . These metrics

quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-

mouth marketing, which is both free and highly effective."

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be

able do this, firms need reliable and representative measures of satisfaction.

In researching satisfaction, firms generally ask customers whether their product or service has

met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When

customers have high expectations and the reality falls short, they will be disappointed and

will likely rate their experience as less than satisfying. For this reason, a luxury resort, for

example, might receive a lower satisfaction rating than a budget moteleven though its

facilities and service would be deemed superior in absolute terms.

The importance of customer satisfaction diminishes when a firm has increased bargaining

power. For example, cell phoneplan providers, such as AT&T and Verizon, participate in an

industry that is an oligopoly, where only a few suppliers of a certain product or service exist.

As such, many cell phone plan contracts have a lot of fine print with provisions that they

would never get away if there were, say, a hundred cell phone plan providers, because

customer satisfaction would be way too low, and customers would easily have the option of

leaving for a better contract offer. There is a substantial body of empirical literature that

establishes the benefits of customer satisfaction for firms.
http://en.wikipedia.org/wiki/Balanced_Scorecardhttp://en.wikipedia.org/wiki/Bargaining_powerhttp://en.wikipedia.org/wiki/Bargaining_powerhttp://en.wikipedia.org/wiki/Cell_phonehttp://en.wikipedia.org/wiki/AT%26Thttp://en.wikipedia.org/wiki/Verizonhttp://en.wikipedia.org/wiki/Oligopolyhttp://en.wikipedia.org/wiki/Fine_printhttp://en.wikipedia.org/wiki/Fine_printhttp://en.wikipedia.org/wiki/Oligopolyhttp://en.wikipedia.org/wiki/Verizonhttp://en.wikipedia.org/wiki/AT%26Thttp://en.wikipedia.org/wiki/Cell_phonehttp://en.wikipedia.org/wiki/Bargaining_powerhttp://en.wikipedia.org/wiki/Bargaining_powerhttp://en.wikipedia.org/wiki/Balanced_Scorecard


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DATA ANALYSIS

&

INTERPRETATION


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1. What type of professionals are using cell phones?

Professionals Number of respondents Percentage

Employees 35 35%

Businessmen 29 29%

Students 30 30%

Others 6 6%

Total 100 100%

Inference:

From the above table, it indicates that, the different type of professionals using cell

phones are employees 35(35%), businessmen 29(29%), students 30(30%) and others 6(6%).

It shows the common importance of phones now days.


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1. Column chart representing the usage of cell phones

by different type of professionals:

35%

29%30%

6%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Employees Businessmen Students Others

Percentage


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2. Income level of respondents who are using cell phones?

Income levels Number of respondents Percentage

6000-10000 45 45%

10000-18000 26 26%

18000-25000 22 22%

Above 25000 7 7%

Total 100 100%

Inference:

The above table indicates that the majority of respondents with the income level of

6000-10000 using mobiles are 45(45%), and then move down to 10000-18000 the 26(26%)of respondents using mobiles, then 18000-25000 22% of respondents using mobiles and

above 25000 7% of respondents are using mobiles.


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2. Cone chart representing income level of respondents:

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

6000-10000 10000-18000 18000-25000 Above 25000

45%

26%

22%

7%

Income level of Respondents

Percentage


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. 3. Which brand cell phone you have?

Brand Number of respondents Percentage

Samsung 48 48%

Nokia 25 25%

LG 20 20%

Others 7 7%

Total 100 100%

Inference:

According to the above table, it indicates that 48% of respondents are using Samsung

cell. 25% of respondents are using Nokia, 20% of respondents using Samsung and 7% of

respondents using Others(China, Carbon, M.V.L etc) It means the market of Samsung is good

than compared to other competitors such as Samsung and LG etc.


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3. Cylindrical chart showing which brand cell phone respondents are using:

0%

10%

20%

30%

40%

50%

Samsung Nokia LG Others

48%

25%

20%

7%

Brands of Cell Phones

Percentage


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4. Which type of Samsung cell you have?

Type of cell phone Number of respondents Percentage

Essential Phones 41 41%

Qwerty Phones 32 32%

Smart Phones 17 17%

Touch Phones 10 10%

Total 100 100%

Inference:

The above table shows that 41(41%) of respondents are using Essential Phones,

32(32%) of respondents are using Qwerty Phones, 17(17%) of respondents using SmartPhones and 10(10%) of respondents are using Touch Phones.


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4. Pie chart representing the type of Samsung Phones used by respondents:

Essential Phones

41%

Qwerty Phones

32%

Smart

Phones

17%

Touch Phones

10%

Type of Samsung Mobiles


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5. Why do you prefer Samsung?

Factors Number of respondents Percentage

Quality 48 48%

Comfort 12 12%

Price 24 24%

Prestige 16 16%

Total 100 100%

Inference:

The above table shows that 48(48%) of respondents use Samsung cell phone due to its

quality, 12(12%) voted for comfort, 24(24%) voted for price factor, and 16(16%) use it for

the purpose of prestige. Most of the peoples use Samsung cell phones due to its quality.


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5. Line chart showing what factors effect the respondents to buy samsung cell phone:

48%

12%

24%

16%

0% 10% 20% 30% 40% 50% 60%

Quality

Comfort

Price

Prestige

Percentage

Respondents

Percentage


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6. To what extent you are satisfied with Samsung cell?


Highly satisfied 23 23%

Moderately satisfied 12 12%

Satisfied 66 66%

Not satisfied - -

Total 100 100%

Inference:

According to the survey, the table indicates that 23(23%) of respondents are highly

satisfied with Samsung cell, 12(12%) are moderately satisfied, and 66(66%) of

respondents are satisfied with Samsung.


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6. Cone chart representing consumer satisfaction towards Samsung cell phone:

0%

10%20%

30%

40%

50%

60%

70%

Highly

satisfied

Moderately

satisfied

Satisfied Not satisfied

Percentage 23% 12% 66% 0

Percentage

Respondents satisfaction on SamsungPhones


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7. Who influenced you to buy Samsung cell?


Friends 41 41%

Relatives 14 14%

Advertisements 38 38%

Others 7 7%

Total 100 100%

Inference:

The above table shows the influencing factors which forced the respondents to buySamsung cell phone are 41(41%) through friends, 14(14%) through relatives, 38(38%) are

through the influence of advertisements, and 7(7%) through other factors..


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Cylindrical representing influencing factors which forced the respondents to buy

Samsung cell phone:

Friends Relatives Advertisements Others

41%

14%

38%

7%

Factors influenced to buy Samsung Phone

Percentage


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8. What is your opinion about prices of Samsung?


Very high 8 8%

High 22 22%

Medium 66 66%

Low 4 4%

Total 100 100%

Inference:

According to the table the opinion of the respondents about the prices of Samsung are

8(8%) of respondents said the price is very high, 22(22%) said high, 66(66%) said the prices

are medium, and 4(4%) of respondents replied the price of Samsung cell phones are low.


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Column chart stating the opinion of respondents towards the prices of Samsung cell

phones:

Very high, 8%

High, 22%

Medium, 66%

Low, 4%

0%

10%

20%

30%

40%

50%

60%

70%

Very high High Medium Low

Opinion about the Price of the Samsung

Phones


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9. Are you loyal to Samsung?


Yes 80 80%

No 20 20%

Total 100 100%

Inference:

The above table states the brand loyalty of Samsung. More number of respondents are

loyal to the brand i.e., 80(80%), and 20(20%) are not loyal due to some reasons.


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9. Pie chart showing the brand loyalty of respondents towards samsung cell phone:

80%

20%

Loyalty of Respondents towards SamsungMobiles

Yes No


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10. Are you satisfied with value added features of Samsung?




Satisfied 70 70%

Not satisfied - -

Total 100 100%

Inference:

According to the above table, 18(18%) of respondents are highly satisfied with the

value added features of Samsung, 12(12%) are moderately satisfied, and 70(70%) of

respondents are satisfied.


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Column chart representing the opinion of respondents towards the value added features

of Samsung:

18%12%

70%

00%

10%

20%

30%

40%

50%

60%

70%

80%

Highly satisfied Moderately satisfied Satisfied Not satisfied

Opinions about the features added in

samsung Phones


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11. Are you satisfied with battery backup capacity of Samsung cell?




Satisfied 61 61%

Not satisfied - -

Total 100 100%

Inference:

The above table indicates that, 32(32%) of respondents are highly satisfied with the

battery backup capacity of Samsung cell, 7(7%) are moderately satisfied, and 61(61%) are

satisfied.


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11. Pyramid chart stating the customer opinion towards battery backup capacity of

Samsung cell phone:

0%

10%

20%

30%

40%

50%

60%

70%

Highly satisfied Moderately

satisfied

Satisfied Not satisfied

32%

7%

61%

0

Satisfaction towards Battery Back up of Samsung

Phones


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7

12. What is your opinion about sales promotional activities of Samsung?


Very impressive 29 29%

Moderately impressive 22 22%

Impressive 49 49%

Not impressive - -

Total 100 100%

Inference:

According to the above table, 29(29%) of respondents are very impressive with the

sales promotional activities of Samsung, 22(22%) are moderately impressive, and 49(49%)

are impressive.


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12. Column chart representing opinion of consumer towards the sales promotional

activities of Samsung:

29%

22%

49%

00%

10%

20%

30%

40%

50%

60%

Very impressive Moderately

impressive

Impressive Not impressive

Opinion towards the sales promotional

activities of Samsung

Percentage


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13. What is your opinion on advertisements of Samsung?


Excellent 53 53%

Good 38 38%

Fair 9 9%

Poor - -

Total 100 100%

Inference:

The above table indicates that, 53(53%) of respondents said that the

advertisements of Samsung are excellent, 38(38%) said good, and 9(%) said fair.


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13. Cone chart representing consumer opinion towards the advertisements of Samsung:

Excellent Good Fair Poor

53%

38%

9%0

Respondent opinion about Samsung

AdvertisementsPercentage


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14. How do you feel after sales service of Samsung?


Excellent 51 51%

Good 47 47%

Fair 2 2%

Poor - -

Total 100 100%

Inference:

According to the above table, 51(51%) of respondents said that the after sales

service of Samsung is excellent, 47(47%) said good, and 2(2%) said fair.


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14. Column chart representing the opinion of consumer after sales service of Samsung:

Excellent Good Fair Poor

Percentage 51% 47% 2% 0

51%47%

2%0

0%

10%

20%

30%

40%

50%

60%

Respondts

Customer Opinion about after salesservice of Samsung


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Chapter4

SWOT ANALYSIS


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SWOT ANALYSIS

STRENGHTS

Brand image of samsung is very good.

Quality is the strength of samsung.

After sales services is also good.

It is a multinational company.

WEAKNESS

Price of samsung handsets is high.

Sales promotional activities of samsung are limited.

Service centers are less.

OPPORTUNITIES

If the samsung company decreases the prices some value of colour handsets, it can

capture more market.

Effective and new sales promotional activities should be implemented by samsung.

Service centers should be more in number.

THREATS

Threatens from other competitors in the market such as LG, Samsung, and sony

ericsson etc..,

Threatens from the changing of customers according to time.


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FINDINGS

&

SUGGESSIONS


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FINDINGS

1. It is found that majority of consumers prefer Essential and Smart model

handsets of Samsung.

2. It is found that majority of consumers prefer Samsung due to its quality.

3. It is found that majority of consumers are satisfied with Samsung.

4. It is found that the influencing factor for consumers to purchase Samsung is

through advertisements.

5. It is found that consumers are satisfied with value added features of

Samsung.


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SUGGESTIONS

1. The company should come up with new handset models compared to

Samsung and LG.

2. The consumers feel that the prices of Samsung Phones should be reduced.

3. The company needs to improve the sales promotional activities.

4. According to the survey the consumers prefer more models with different

price levels will attract the consumers. So the company has to concentrate on

these in order to attain more market share.

5. Though the company is leading the market, it should beware of competitors

like Samsung, which is also trying to compete with Samsung by offering

better quality products at economical prices.


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Chapter5

QUESTIONNNAIRE


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Questionnaire

Dear sir/madam

I am _______________ pursuing III year B.B.M in Osmania Degree College

for Women, Kurnoolas per the partial fulfillment of my course, I have to complete the

project work. So please co-operate in filling the questionnaire.

Name: male [ ] female [ ]

Contact no:

1. Profession [ ]

A. Employee b. Businessmen c. Student d. Others

2. Income level [ ]

A. 6000-10000 b. 10000-18000 c. 18000-25000 d. Above 25000

3. Which brand cell phone you have [ ]

A. Samsung b. Nokia c. LG d. Others

4. Which type of Samsung cell you have [ ]

A. Essential Phones b. Smart Phones c. QWERTY Phones d. Touch Phones

5. Why do you prefer Samsung [ ]

A. Quality b. Comfort c. Price d. Prestige

6. To what extent you are satisfied with Samsung Phones [ ]

A. Highly satisfied b. Moderately satisfied c. Satisfied d. Not satisfied

7. Who influenced you to purchase Samsung cell [ ]

A. Friends b. Relatives c. Advertisement d. Others


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8. What is your opinion about prices [ ]

A. Very high b. High c. Medium d. Low

9. Are you loyal to Samsung [ ]

A. Yes b. No

10. Are you satisfied with value added features of Samsung [ ]


11. Are you satisfied with battery backup capacity of Samsung [ ]


12. What is your opinion about sales promotional activities [ ]

A. Very impressive b. Moderately impressive c. Impressive d. Not impressive

13. What is your opinion on advertisements of Samsung [ ]

A. Excellent b. Good c. Fair d. Poor

14. How do you feel after sales services of Samsung [ ]

A. Excellent b. Good c. Fair d. Poor

Any opinion towards the product

Signature


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BIBLIOGRAPHY


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BIBLIOGRAPHY

1. Marketing management - philip kotler

2. Modern marketing - r.s.pillai,bhagwati

3. Magazine - business india

4. Website - www.samsung.co.in

www.google.com

www.wikipedia.org
http://www.samsung.co.in/http://www.google.com/http://www.wikipedia.org/http://www.wikipedia.org/http://www.google.com/http://www.samsung.co.in/

Customer Satisfaction - Samsung Proj

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