customer satisfaction among the samsung mobile

8/17/2019 Customer Satisfaction Among the Samsung Mobile

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CHAPTER 1

1.1 INTRODUCTION TO STUDY

In solapur there are many people using mobiles. Nearly every class of society like businessmen, professionals, students, etc using mobiles. In solapur there are lots of

dealers who are selling the mobiles of different companies like NOKIA, SAS!N", #",

SON$, O%O&O#A, I'&OA(, etc. but this research work deals with SAS!N"

"A#A($ $ mobile. %his topic is basically selected because Nokia is the market leader in

mobile industry, but SAS!N" with his advanced technology concept )"ala*y+ uture beyond

smart phones- and with the help of &/ he is going to be the market leader of mobile industry.

%he study provides the knowledge about the details of company, features of its mobiles, services

provided by the company, as well as customer relation and satisfaction.


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1.2 OBJECTIVES TO STUDY:-

0. %o study the factors considered while buying the handset

1. %o know the awareness level towards SAS!N" "A(A($ $ mobile in terms of

features, services etc.2. %o study the customer satisfaction level of the SAS!N" "A(A($ $ mobile.

3. %o study the customer re4uirement in future.

5. %o know the ma6or competitors for SAS!N" "A(A($ $ mobile.

IMPORTANCE:-

%his study helps in finding out prospective buyers of SAS!N" "A(A($ $ mobile.

%his study helps the organi7ation to know the customer response.

%his study helps the customer to know the product better.

%his study helps the company to know whether the customers are satisfied with product

after sales services.

1.3 SCOPE OF THE STUDY:-

or any research work it is essential to understand within which the research is to be

carried out.

1. %his study will help the customer to know the various features facilities provided by

the company.


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2. %his study will help the students to know the number of respondents satisfied with the

product.

3. %his study will help the company to understand thereby solve the problems of

customer.

1.4 LIMITATIONS OF THE STUDY:-

%hough every care is taken to make the report unpre6udiced and authentic, but the

research work has been carried out under the following limitations.

0. %hough it is newly launched product the sample si7e are 088 respondents.

1. %he study is limited to solapur city only.

2. %he study is limited to SAS!N" "A(A($ $ mobile only.

1.5 RESEARCH AND METHODOLOGY:-

&esearch ethodology refers to scientific procedure for the ac4uisition of knowledge based

on the empirical observation logical reasoning. Scientific method consists of systematic

observation, classification interpretation of data. &esearch ethodology consists of

procedures for obtaining knowledge logical reasoning.

ethods of &esearch9:

0; 'ase study methods


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1; Survey ethod

2; Other ethod

Daa C!""#$%!&:-

%he collection of data means a purposive gathering of information relevant to the

sub6ect from the units of the population. ersonal interview


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>ersonal interview is conducted with the help of 4uestions which include open ended and

close ended 4uestions. or this pro6ect work @uestionnaire is used.

@uestionnaire consist a set of 4uestions presented to respondents for their answers.

2. S#$!&(a+ Daa:-

%he data which have been gathered earlier for some other purpose or e*ists somewhere are

the secondary data in the hands of the marketing researcher.

Sources of collecting secondary data9+

0. =ooks1. Internet

2. aga7ines

Sa,"%&/ M#'!(:-

A sample is microcosm of the population from which it is accepted. It can only be accepted

as accurate within certain limits. Sample must be representative so that valid conclusion about

population can be inferred. owever a sample cannot reflect image of population from which it

is deawen. Sampling plays a key role in systematic ob6ective of market surveying. or this

pro6ect work random sampling method is used.


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Sa,"# S%0#:-

#arge sample gives more reliable result than small samples. owever it is not important to

sample the entire target population or substantial portion to achieve reliable result. %he si7e of

the sample decided for this pro6ect is 088 respondents.

CHAPTER 2

2.1 I&+!($%!& ! ,!%"# I&()+:-

%his research work involves the study of Samsung mobiles. =ut before we go on to discuss more

about Samsung we will discuss about mobile industry.

%he mobile industry is a very vast as well as very fast growing industry.

In India before 0BB8Cs there were no mobiles as well as network providers. =ut in year 0BB3+B5

the mobiles came into e*istence in India, that time no company in India was producing mobiles. %he


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mobiles like otorola, Nokia, and Samsung were imported from other countries. At that time cost of

these phones were also high, it was not affordable to common man because of high prices of mobiles

calling rates. Some rich people use to buy these mobiles because mobiles were considered as status

symbol. In India after globali7ation period the mobile industry was very fastly grown due to innovations

and introduction of new technologies in the field of mobile industry.

So many companies started to produce mobiles like Nokia, Samsung, #", otorola etc.

Now a day we can see a lot of growth in mobile industry. =ecause rates are cheap and companies

are producing these mobiles to suit all the class of society and added so many features and services to

support the sales. reviously in developed countries like America, !K, Dapan etc. the numbers of mobile users were

high as compared to India but today we can see the population in India using mobiles phones has more no

of users.

%his really shows the growth of mobile industry in this era.

2.2 B+%#* '%)!+ !* !+/a&%)a%!&

SAMSUNG

or over E1 years, Samsung has been dedicated to making a better world through diverse

businesses that today span advanced technology, semiconductors, skyscraper and plant construction,

petrochemicals, fashion, medicine, finance, hotels, and more. %heir flagship company, Samsung

?lectronics, leads the global market in high+tech electronics manufacturing and digital media. %hrough


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innovative, reliable products and servicesF talented peopleF a responsible approach to business and global

citi7enshipF and collaboration with our partners and customers, Samsung is taking the world in

imaginative new directions.

%he digital age has brought revolutionary change : and opportunity : to global business, and

Samsung has responded with advanced technologies, competitive products, and constant innovation. Our

commitment to being the worldGs best has won us the No.0 global market share for 02 of our products,

including semiconductors, %%+#'/s, monitors and '/A mobile phones. #ooking forward, weGre

making historic advances in research and development of our overall semiconductor line, including flash

memory and non+memory, custom semiconductors, /&A and S&A, as well as producing best+in+class

#'/s, mobile phones, digital appliances, and more.

SAMSUNG MOBILE:-

%he roots of Samsung goes back to the year 0B2H, the founder =yung+chull #ee set up a trade

e*port company in Korea selling fish, vegetables and fruit to china.


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established producing what Samsung is most famous for, %elevisions, obile >hones

Jthroughout B8Gs;, &adioGs, 'omputer components and other electronics devices.

In 0BHE founder and chairman, =yung+'hull #ee passed away and Kun+ee+#ee took over

as chairman. In the 0BB8Gs Samsung began to e*pand globally building factories in the !S,

=ritain, "ermany, %hailand, e*ico, Spain and 'hina until 0BBE.

In 0BBE nearly all Korean businesses shrunk in si7e and Samsung was no e*ception. %hey

sold businesses to relieve debt and cut employees down lowering personnel by 58,888. =ut

thanks to the electronic industry they managed to curb this and continue to grow.

%he history of Samsung and mobile phones stretches back to over 08 years.

A R!/' #/%&&%&/:-

In 0BEE Samsung ?lectronics launched the telecommunication network business and in

0BH2 it initiated its mobile telecommunication business with the hope that this would become the

companyCs future growth engine. In 0BH, Samsung was able to release its first built+in+car

phone, the S'+088 but it was a failure due to poor reception and sales, manufacturing was halted.

rom this point until the early 0BB8Cs, Samsung mobile would introduce mobile phone models,

but sales were low. %he designs of the early attempts were bulky and reception was poor, with

otorolaCs huge advantage of market share, Samsung decided to drop its mobile division.

T+&%&/ !%&:

In the year 0BB2, Samsung obile released the S+E88 series, which boasted a smaller

and sleeker design and better sound 4uality.


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Samsung cell phones found its way into American hands for the first time in 0BB, when they

partnered with Sprint on a line of sleek and compact phones. A few short years later, South America and

Dapan were en6oying the high+end design of Samsung obile phones.

Sa,)&/ M!%"# T!(a:

In early 1800, Samsung obileGs global market share stood at more than 18 percent, second only

to Nokia. >artially owing to strong sales of SamsungGs "ala*y range of Smartphone, Samsung overtook

Apple in worldwide Smartphone sales during @2 1800, with a total market share of 12.H, compared to

AppleGs 03..

Sa,)&/ Ga"a S#+%#):

Samsung "ala*y is a series of mobile computing devices produced by Samsung ?lectronics, all

of which use the operating system Android.

Samsung "ala*y $ JS528; is an Android+based Smartphone by Samsung, announced in August 1800.

"ala*y $ was launched in October 1800. It is the cheapest Smartphone available in the "ala*y series to+

date. %here is a specific reason behind the name of this handset i.e. G$G symboli7es G$oungG. %he name

clearly indicates that it is meant for the young generation.

2.3 Sa,)&/ 6 I) S)%(%a+%#)

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.

%hey share a commitment to creating innovative, high 4uality products that are relied on every

day by millions of people and businesses around the world.

?lectronics Industries

• Samsung ?lectro+echanics

http://www.ehow.com/phones/http://www.ehow.com/phones/http://www.ehow.com/phones/http://www.ehow.com/mobile-phones/http://www.ehow.com/mobile-phones/http://www.ehow.com/mobile-phones/http://www.ehow.com/phones/


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• Samsung 'orning >recision "lass

• Samsung Networks

• Samsung obile /isplay

• Samsung /igital Imaging

achinery eavy Industries

• Samsung eavy Industries

C'#,%$a" I&()+%#)

• Samsung >etrochemicals

• Samsung ine 'hemicals

F%&a&$%a" )#+7%$#)

• Samsung #ife Insurance

• Samsung ire arine Insurance

• Samsung Securities

• Samsung Lenture Investment

O'#+ A**%"%a#( C!,a&%#)

Samsung '% 'orporation , Samsung ?ngineering, 'heil Industries, Samsung ?verland, %he Shilla

otels &esorts, 'heil


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2811 F%&a&$%a" O7#+7%#9

AMOUNTS IN BILLIONS ON DOLLORS EUROS

Net salesM 153,50.5 118.0 05.B

%otal Assets 2B0,2B0.B 232.E 15H.E

%otal #iabilities 128,HH.5 181. 051.5

%otal StockholderCs ?4uity 08,B2.5 030.0 08.1

Net IncomeM 13,3BE.B 10.1 0.8

MAR;ET SHARE


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NO;IA< 24=

SAMSUNG< 28=

L.G.ELECTRONICS< >=A>>#?F

SONY ERICSSON< 5=

OTHERS< 3?=

MAR;ET SHARE

M!%"# '! ,a&*a$+#+) ,a+# )'a+# %& @32811

In @21800, NOKIA was worldCs largest manufacturers of mobile phones, with a global device market

share of 13, followed by Samsung 18, #." ?lectronics E, Apple , Sony ?ricsson 5 and Others

2H.

1.5 uture >rospects


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%he Samsung >hilosophy

At Samsung, we follow a simple business philosophy9 to devote our talent and technology to

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

?very 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. %he

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

thatCs what making a better global society is all about.

Lalues


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C'a&/#In todayCs fast+paced global economy, change is constant and innovation is critical to a

companyCs survival. As we have done for E8 years, we set our sights on the future, anticipating

market needs and demands so we can steer our company toward long+term success.

I&#/+%

Operating in an ethical way is the foundation of our business. ?verything we do is guided by a

moral compass that ensures fairness, respect for all stakeholders and complete transparency.

C!-+!)#+%

A business cannot be successful unless it creates prosperity and opportunity for others. Samsung

is dedicated to being a socially and environmentally responsible corporate citi7en in every

community where we operate around the globe.


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Lision


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Samsung is guided by a singular vision9 to lead the digital convergence movement.


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sale but also the loyalty of the customer.


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or e*ample9

?*pect the airline to be able to take off, fly to my destination, and land safely.

I e*pect to get the correct blood for my blood transfusion.

And I e*pect the bank to deposit my money to my account and to keep a correct tally for me.

L#7#": - 2

?*pectations are a step higher than that of level 0 and they re4uire some form of satisfaction

through meeting the re4uirement and or specifications.

or e*ample9

I e*pect to be treated courteously by all airline personnel.

I went to the hospital e*pecting to have my hernia repaired, to be in some pain after it was done,

to be out on the same day, and to receive a correct bill.

And I went to the bank e*pecting the bank teller to be friendly, informative, and helpful with my

transactions.

L#7#": - 3

?*pectations are much higher than for level 0 1.

#evel 2 re4uires some kind of delightfulness or a service that is so good that it attracts me to it.

or e*ample9

An airline gives passengers travelling coach class the same superior food service that other

airline provide only for first+class passengers. In fact, I once took a flight where the flight

attendantCs actually baked cookies for us right there on the plane.


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Ta"# N!. 1:

%able showing gender of satisfaction of Samsung "ala*y $ obile.

G#&(#+ N!. !* +#)!&(#&)

ale 5

emale 33


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T!a" 188

ale emale

8

08

18

28

38

58

8

5

33

N!. !* R#)!&(#&) G#&(#+ %)#

I&*#+#&$#:

rom the above graph it is clear that, 5 of the respondents are ale because of their daily

necessity for business purpose and 33 of the respondents are emale.

Ta"# N!. 2:

%able showing occupation of the respondents

O$$a%!& N!. !* +#)!&(#& P#+$#&a/#


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Student 5 5

?mployee 1 1

=usinessman 08 08

>rofessional H H

T!a" 188 188

Student ?mployee =usinessman >rofessional

8

08

18

28

38

58

85

1

08H

O$$a%!&

I&*#+#&$#:

rom the above graph it is clear that, 5 of respondents belong to student category because this

handset is meant for young generation and only H of the respondents belong to professional

category.

Ta"# N!. 3:

%able showing awareness of the Samsung "ala*y $ obile through various factors.


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A9a+#)) Fa$!+) N!. !* +#)!&(#&) P#+$#&a/#

riends 28 28

Newspaper H H

Advertisement 33 33

&elatives 0H 0H

T!a" 188 188

riends Newspaper Advertisement &elatives8

5

08

05

18

15

28

25

38

35

28

H

33

0H

A9a+#)) '+!/' 7a+%!) *a$!+)

I&*#+#&$#:

rom the above graph it is clear that, 33 of the respondents are aware of the Samsung "ala*y

$ handset through Advertisement J%.L, Internet, etc.; =ecause due to this company is able to tap

or communicate its target costumers easily.

Ta"# N!. 4:

%able showing factors considered while buying andset


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Fa$!+) N!. !* +#)!&(#&)

>rice 8

=rand name 21

?*ternal appearance 0H

Android OS H5

ast processor 8

>rice =rand name ?*ternal appearance Android OS ast processor

8

08

18

28

38

58

8

E8

H8

B8

8

21

0H

H5

8

Fa$!+) C!&)%(#+ 9'%"# B%&/ Ha&)#

I&*#+#&$#:

rom the above graph it is clear that, H5 respondents consider Android OS feature because it is

the best Operating System among other while 0H respondents consider ?*ternal Appearance

feature while buying the handset.

Ta"# N!. 5:

%able showing different variety of Samsung "ala*y Series which consumer know


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M!(#" N!. !* +#)!&(#&)

"ala*y >O> 5H

"ala*y it H

"ala*y >&O 28

"ala*y A'? 8

"ala*y & 03"ala*y S+II H

"ala*y >O> "ala*y it "ala*y >&O "ala*y A'? "ala*y & "ala*y S+II8

08

18

28

38

58

8

E8

5H

H

28

8

03

H

Va+%# !* Sa,)&/ Ga"a S#+%#)

I&*#+#&$#:

%he above graph shows that, "ala*y it, "ala*y S+II, "ala*y A'?, and "ala*y >O> are the

variety most aware by respondents and "ala*y >&O "ala*y & are less aware because it is

newly launched in "ala*y Series.

Ta"# N!. :

%able showing the &ating of features of Samsung "ala*y $ andset given by consumer


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Ra&

F#a+#)

B#) G!!( A7#+a/# B#"!9

A7#+a/#

T!a"

Caa$%%7# T!$'

S$+##&

E1 11 8 188

Ca,#+a 8 5 21 01 188

A&(+!%( OS H5 05 8 8 188

P+!$#))!+ E3 1 8 8 188

S!&( C"a+% H 1 28 8 188

Ta" T%,# 3 18 08 188

'apacitive %ouch Screen Android OS Sound 'larity

8

08

18

28

38

58

8

E8

H8

B8

088

8

01

8 8 8

08

11

21

8 8

28

18

E1

5

05

1

1 3

8

H5

E3

H

=est

"ood

Average

=elow average

I&*#+#&$#:


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%he above graph represents rating of Samsung "ala*y $ handset on the basis of given parameter. ere it

states thatF

0. Caa$%%7# T!$' S$+##&- E1 respondents rated it as good and respondents as best.

1. Ca,#+a+ 5 respondents rated the camera feature as good as company provided 1 megapi*el

clarity camera and 01 respondents as best.2. A&(+!%( OS+H5 respondents rated it as best as company provides the most running and popular

operating system and 05 respondents as good.

3. P+!$#))!+- E3 respondents rated it as best as it is fastest processor and 1 respondents as good

5. S!&( C"a+%+H1 respondents rated it as good and H respondents rated it as best.

. Ta" T%,#+H3 respondents rated it as good and Hrespondents as best.

Ta"# N!. >:

%able showing additional accessories provided by Samsung .


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A$$#))!+%#) N!. !* +#)!&(#&)

ands free headset 088

emory card 5H

>' suit '/ 088

!S= port HH

'hangeable back panel 3H=luetooth headset 8

8

08

18

28

38

58

I8

E8

H8

B8

088

088

5H

088

HH

3H

8

A((%!&a" a$$#))!+%#) /! 9%' Sa,)1&/ Ga"a5- Y '#a()#

I&*#+#&$#:

rom the above graph it is clear that, company has given ands free headset >' suit '/ as

additional accessory to all respondents because it necessary in day today life, while H

respondents got emory card 3 respondents got 'hangeable back panel as an additional

accessory to promote the handset.

Ta"# N!. ?:

%able showing the consumers view regarding the =attery back+up of Samsung "ala*y $ andset


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Pa+a,##+) N!. !* +#)!&(#&) P#+$#&a/#"ood 23 23

Average H H

=elow average H H

T!a" 188 188

"ood Average =elow average

8

08

18

28

38

58

I8

E8

23

IH

H

C!&)1,#+) 7%#9 !& Ba#+ 2a$4-1. !* Sa,)1&/ Ga"a5 Y Ha&()#

I&*#+#&$#:

As per above graph, H respondents view regarding battery back+up is average because it gives

less talk time, where as H opinion that it is below average because it has to charge daily.

Ta"# N!. :


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%able showing the awareness level towards the after sales service provided by the company

Pa+a,##+) N!. !* +#)!&(#&) P#+$#&a/#$es 1 1

No 2H 2H

T!a" 188 188

$es No

8

08

18

28

38

58

I8

E8 I1

2H

A9a+#)) !9a+() '# a*#+ )a"#) )#+7%$# .+!7%(#( 2 Sa,)1&/ $a+#

I&*#+#&$#:

Above graph shows that 1 respondents are aware about after sales service while 2H are not

aware about after sales service provided by Samsung 'are because they didnCt need so as

problem has not occurred so far.

Ta"# N!. 18:


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%able showing the importance of !ser anual in operating the andset

Pa+a,##+) N!. !* +#)!&(#&) P#+$#&a/#

$es 3 3

No 2 2

%otal 088 088

$es No

8

08

18

28

38

58

8

E83

2

I,!+a&$# !* )#+ ,a&a"

I&*#+#&$#:

rom above, 3 respondents are of the opinion that user manual is helpful in operating the

handset and 2 respondents feel that it is not helpful or it is not necessary for them.

Ta"# N!. 11:


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%able showing the consumers view regarding the /urability of the andset

Pa+a,##+) N!. !* +#)!&(#&) P#+$#&a/#

"ood 33 33

Average 3H 3H

=elow average H H%otal 088 088


8

5

08

05

18

15

28

2538

35

58 333H

H

C!&)1,#+ 7%#9 !& '# D1+a2%"% !* Sa,)1&/ Ga"a5 Y Ha&()#

I&*#+#&$#:

As per above graph, 3H respondents view on durability of the handsets is average while 33 of

the respondents opinion is for good and only H opinion is below average because it very

delicate to handle.


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Ta"# N!. 12:

%able showing the consumer view against the services provided by the company

Pa+a,##+) N!. !* +#)!&(#&) P#+$#&a/#

"ood 1 1Average 28 28

=elow average 33 33

%otal 088 088


8

5

08

05

18

15

28

25

38

35

1I

28

33

C!&)1,#+ 7%#9 a/a%&) '# )#+7%$# .+!7%(#( 2- Sa,)1&/ C1)!,#+ Ca+#

I&*#+#&$#:

rom above graph it is clear that, only 1 respondents agrees upon the service provided by

Samsung 'ustomer 'are is "ood while 33 respondents are disagree because Samsung

'ustomer 'are doesnCt solve there problem on time.


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Ta"# N!. 13:

%able showing consumer recommendation of Samsung "ala*y $ handset to others

Pa+a,##+) N!. !* +#)!&(#&) P#+$#&a/#

$es E E No 13 13

%otal 088 088

$es No

8

08

18

28

38

58

8

E8

H8

E

13

C!&),#+ +#$!,,#&(#( Sa,)&/ Ga"a Y ! !'#+)

I&*#+#&$#:

rom the above graph it is clear that, E respondents will recommend this handset to others

because its price is less with innovative features while 13 respondents will not because its

battery back+up is low.


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CHAPTER 5

OBSERVATIONS

0; It is observed that, 5 respondents are male and 33 respondents are female.

1; It is observed that, 5 of respondents belong to student category because this handset ismeant for young generation and only H of the respondents belong to professional

category.

2; It is observed that, 33 respondents are aware through advertisement because it is mass

means of communication and only H respondents are aware through newspaper.

3; It is observed that, most of the respondents consider Android OS , ast processor and

price factors while buying the handset because itCs Operating System processor is best

in market with lesser price

5; It is observed that, most of the respondents know other Samsung "ala*y Series before

purchasing Samsung "ala*y $ andset.

; It is observed that, H5 of respondents given =est &ank to Android OS feature of

andset E3 respondents given =est &ank to ast >rocessor. ' suit '/ as additional

accessory to all respondents because it necessary in day today life while H respondents

got emory card 3 respondents got 'hangeable back panel as additional accessory to

promote the handset.

H; It is observed that, H respondents view regarding battery back+up is average because it

gives less talk time, where as H opinion that it is below average because it has to charge

daily.B; It is observed that, 1 respondents are aware about after sales service as upgrading of

OS and minor repairs while 2H are not aware about after sales service provided by

Samsung 'are because they didnCt need so as problem has not occurred so far.08; It is observed that, 3 respondents consider user manual helpful for operating handset

while 2 respondents donCt need of it.00; It is observed that, 3H respondents view on durability of handset is average while H

consider below average because it very delicate piece and touch screen handset.

01; It is observed that, 33 respondents donCt agree upon the service provided by Samsung

'ustomer 'are and given below average rank because they doesnCt solve the problem on

time while 1 respondents are in the opinion that it is good.


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02; It is observed that, E respondents would recommend Samsung "ala*y $ handset to

others because its price is less with innovative feature i.e. Android OS ast >rocessor.


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1. %he company can come up with demonstration sessions once in a month about upcoming

changes in the same model of handset which can be motivational factor for consumers to

buy.

2. %he company may also come up with the increase in the period of warranty of handsets

and accessories for 0 year instead of months.3. %he company can introduce the new /ual Sim handset in the same model i.e. Samsung

"ala*y $.5. %he company can improve the =attery back+up of the handset and solve the ang

Network problem in the handset.

. %he company can improve the after sales service which is provided by the Samsung

'ustomer 'are.

customer satisfaction among the samsung mobile

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