Summer Project Report

1. INTRODUCTION

Nokia Corporation is a Finnish multinational communications corporation that is

headquartered in Keilaniemi, Espoo, a city neighboring Finland's capital Helsinki. Nokia is

engaged in the manufacturing of mobile devices and in converging Internet and communications

industries, with over 123,000 employees in 120 countries, sales in more than 150 countries and

global annual revenue of EUR 41 billion and operating profit of €1.2 billion as of 2009. It is the

world's largest manufacturer of mobile telephones: its global device market share was 30% in the

third quarter 2010, down from an estimated 34% in the third quarter 2009 and an estimated 33%

in the second quarter 2010. Nokia's estimated share of the converged mobile device market was

38% in the third quarter, compared with 41% in the second quarter 2010. Nokia produces mobile

devices for every major market segment and protocol, including GSM, CDMA, and W-CDMA

(UMTS). Nokia offers Internet services such as applications, games, music, maps, media and

messaging through its Ovi platform.

Nokia has sites for research and development, manufacture and sales in many countries

throughout the world. As of December 2009, Nokia had Research and Development (R&D)

presence in 16 countries and employed 37,020 people in research and development, representing

approximately 30% of the group's total workforce. The Nokia Research Center, founded in 1986,

is Nokia's industrial research unit consisting of about 500 researchers, engineers and scientists. It

has sites in seven countries: Finland, China, India, Kenya, Switzerland, the United Kingdom and

the United States. Besides its research centers, in 2001 Nokia founded (and owns) INdT – Nokia

Institute of Technology, a R&D institute located in Brazil. Nokia operates a total of 15

manufacturing facilities[10] located at Espoo, Oulu and Salo, Finland; Manaus, Brazil; Beijing,

Dongguan and Suzhou, China; Farnborough, England; Komárom, Hungary; Chennai, India;

Reynosa, Mexico; Jucu, Romania and Masan, South Korea. Nokia's industrial design department

is headquartered in Soho in London, England with significant satellite offices in Helsinki,

Finland and Calabasas, California in the USA.

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Nokia is a public limited liability company listed on the Helsinki, Frankfurt, and New

York stock exchanges. Nokia plays a very large role in the economy of Finland; it is by far the

largest Finnish company, accounting for about a third of the market capitalization of the Helsinki

Stock Exchange (OMX Helsinki) as of 2007, a unique situation for an industrialized country.

It is an important employer in Finland and several small companies have grown into large

ones as its partners and subcontractors. Nokia increased Finland's GDP by more than 1.5% in

1999 alone. In 2004 Nokia's share of the Finnish GDP was 3.5% and accounted for almost a

quarter of Finland's exports in 2003.

In recent years, Finns have consistently ranked Nokia as one of the best Finnish brands.

In 2008, it was the 27th most respected brand among Finns, down from sixth place in 2007. The

Nokia brand, valued at $29.5 billion, is listed as the eight most valuable global brand in the

Interbrand/BusinessWeek Best Global Brands list of 2010 (first non-US company). It is the

number one brand in Asia (as of 2007) and Europe (as of 2009), the 41st most admirable

company worldwide in Fortune's World's Most Admired Companies list of 2010 (third in

Network and Other Communications Equipment, seventh non-US company), and the world's

120th largest company as measured by revenue in Fortune Global 500 list of 2010. As of 2010,

AMR Research ranks Nokia's global supply chain number nineteen in the world. In July 2010,

Nokia announced that their profits had dropped 40%. In the global smartphone rivalry, Nokia

dominates the worldwide mobile markets, but remains fragile in the United States.

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1.1 INDUSTRY PROFILE

Nokia's history starts in 1865 when mining engineer Fredrik Idestam established a

groundwood pulp mill on the banks of the Tammerkoski rapids in the town of Tampere, in

southwestern Finland, and started manufacturing paper. In 1868, Idestam built a second mill near

the town of Nokia, fifteen kilometers (nine miles) west of Tampere by the Nokianvirtariver,

which had better resources for hydropower production. In 1871, Idestam, with the help of his

close friend statesman Leo Mechelin, renamed and transformed his firm into a share company,

thereby founding the Nokia Company, the name it is still known by today.

Toward the end of the 19th century, Mechelin's wishes to expand into the electricity

business were at first thwarted by Idestam's opposition. However, Idestam's retirement from the

management of the company in 1896 allowed Mechelin to become the company's chairman

(from 1898 until 1914) and sell most shareholders on his plans, thus realizing his

vision.http://en.wikipedia.org/wiki/Nokia - cite_note-Idestam-30In 1902, Nokia added

electricity generation to its business activities

The three companies, which had been jointly owned since 1922, were merged to form a

new industrial conglomerate, Nokia Corporation in 1967 and paved the way for Nokia's future as

a global corporation. The new company was involved in many industries, producing at one time

or another paper products, car and bicycle tires , footwear (including rubber boots),

communications cables, televisions and other consumer electronics, personal computers,

electricity generation machinery, robotics, capacitors, military communications and equipment

(such as the SANLA M/90 device and the M61 gas mask for the Finnish Army), plastics,

aluminium and chemicals. Each business unit had its own director who reported to the first

Nokia Corporation President, BjörnWesterlund. As the president of the Finnish Cable Works, he

had been responsible for setting up the company’s first electronics department in 1960, sowing

the seeds of Nokia’s future in telecommunications.

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Eventually, the company decided to leave consumer electronics behind in the 1990s and

focused solely on the fastest growing segments in telecommunications. NokianTyres,

manufacturer of tyres split from Nokia Corporation to form its own company in 1988 and two

years later Nokia Footwear, manufacturer of rubber boots, was founded. During the rest of the

1990s, Nokia divested itself of all of its non-telecommunications businesses.

The seeds of the current incarnation of Nokia were planted with the founding of the

electronics section of the cable division in 1960 and the production of its first electronic device

in 1962: a pulse analyzer designed for use in nuclear power plants. In the 1967 fusion, that

section was separated into its own division, and began manufacturing telecommunications

equipment. A key CEO and subsequent Chairman of the Board was vuorineuvosBjörn "Nalle"

Westerlund (1912–2009), who founded the electronics department and let it run a loss for 15

years.

In the 1970s, Nokia became more involved in the telecommunications industry by

developing the Nokia DX 200, a digital switch for telephone exchanges.

In the 1970s and 1980s, Nokia developed the Sanomalaitejärjestelmä ("Message device

system"), a digital, portable and encrypted text-based communications device for the Finnish

Defence Forces. In the 1980s, during the era of its CEO Kari Kairamo, Nokia expanded into new

fields, mostly by acquisitions. In the late 1980s and early 1990s, the corporation ran into serious

financial problems, a major reason being its heavy losses by the television manufacturing

division and businesses that were just too diverse. These problems, and a suspected total burnout,

probably contributed to Kairamo taking his own life in 1988. After Kairamo's death,

SimoVuorilehto became Nokia's Chairman and CEO. In 1990–1993, Finland underwent severe

economic depression, which also struck Nokia. Under Vuorilehto's management, Nokia was

severely overhauled. The company responded by streamlining its telecommunications divisions,

and by divesting itself of the television and PC divisions.

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Probably the most important strategic change in Nokia's history was made in 1992,

however, when the new CEO JormaOllila made a crucial strategic decision to concentrate solely

on telecommunications. Thus, during the rest of the 1990s, the rubber, cable and consumer

electronics divisions were gradually sold as Nokia continued to divest itself of all of its non-

telecommunications businesses.

For a while in the 1994s, Nokia's network equipment production was separated into

Telefenno, a company jointly owned by the parent corporation and by a company owned by the

Finnish state. In 1987, the state sold its shares to Nokia and in 1992 the name was changed to

Nokia Telecommunications.

As late as 1991, more than a quarter of Nokia's turnover still came from sales in Finland.

However, after the strategic change of 1992, Nokia saw a huge increase in sales to North

America, South America and Asia. The exploding worldwide popularity of mobile telephones,

beyond even Nokia's most optimistic predictions, caused a logistics crisis in the mid-1990s. This

prompted Nokia to overhaul its entire logistics operation. By 1998, Nokia’s focus on

telecommunications and its early investment in GSM technologies had made the company the

world's largest mobile phone manufacturer. Between 1996 and 2001, Nokia’s turnover increased

almost fivefold from 6.5 billion euros to 31 billion euros. Logistics continues to be one of

Nokia's major advantages over its rivals, along with greater economies of scale.

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LOGOS

Past

Nokia Company logo. Founded in Tampere in 1865, incorporated in Nokia in 1871.

The brand logo of Finnish Rubber Works, founded in Helsinki in 1898. Logo from 1965–1966.

The Nokia Corporation "arrows" logo, used before the "Connecting People" logo.

Nokia introduced its "Connecting People"advertising slogan, coined by OveStrandberg and used since 1992.

Present

Nokia's current logo used since 2006, with the redesigned "Connecting People" slogan.

Nokia Siemens Networks logo. Founded in 2007.

Navteq logo. Founded in 1985, acquired by Nokia in 2007.

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1.2 COMPANY PROFILE

Nokia India

Nokia has played a pioneering role in the growth of cellular technology in India, starting

with the first-ever cellular call a decade ago, made on a Nokia mobile phone over a Nokia-

deployed network.

Nokia started its India operations in 1995, and presently operates out of offices in New

Delhi, Mumbai, Kolkata, Jaipur, Lucknow, Chennai, Bangalore, Pune and Ahmedabad. The

Indian operations comprise of the handsets business; R&D facilities in Bangalore and Mumbai; a

manufacturing plant in Chennai and a Design Studio in Bangalore.

Over the years, the company has grown manifold with its manpower strength increasing

from 450 people in the year 2004 to over 15000 employees in March 2008 (including Nokia

Siemens Networks). Today, India holds the distinction of being the second largest market for the

company globally.

Devices business

Nokia has established itself as the market and brand leader in the mobile devices market

in India. The company has built a diverse product portfolio to meet the needs of different

consumer segments and therefore offers devices across five categories ie. Entry, Live, Connect,

Explore and Achieve. These include products that cater to first time subscribers to advanced

business devices and high performance multimedia devices for imaging, music and gaming.

Nokia has been working closely with operators in India to increase the geographical

coverage and lower the total cost of ownership for consumers. Today, Nokia has one of the

largest distribution network with presence across 1,30,000 outlets. In addition, the company also

has Nokia Priority Dealers across the country and Nokia ‘Concept stores’ in Bangalore, Delhi,

Jaipur, Hyderabad, Chandigarh, Ludhiana, Chennai, Indore and Mumbai to provide customers a

complete mobile experience.

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Services business

With the global launch of Ovi, the company's Internet services brand name, Nokia is

renewing itself to be at the forefront of the convergence of internet and mobility. From being a

product centric company, Nokia is now focusing to become solutions centric. The strategic shift

is built on Nokia’s bid to retain consumers and empower Nokia device owners to realise the full

potential of the Internet. Nokia will build a suite of Internet based services like Nokia Maps, the

Nokia Music Store and Nokia N-Gage around its Ovi brand.

Infrastructure business

Nokia Siemens Networks is a leading global enabler of communications services. The

company provides a complete, well-balanced product portfolio of mobile and fixed network

infrastructure solutions and addresses the growing demand for services with 20,000 service

professionals worldwide. Its operations in India include Sales & Marketing, Research &

Development, Manufacturing and Global Networks Solutions Centre. Headquartered in Gurgaon,

Nokia Siemens Networks has 47 offices and presence in over 170 locations across the country.

Manufacturing in India

Nokia has set up its mobile device manufacturing facility in Chennai, India to meet the

burgeoning demand for mobile devices in the country. The manufacturing facility is operational

with an investment of USD 210 million and currently employs 8000 people. Nokia has recently

announced fresh investments to the tune of US $ 75 million towards its manufacturing plant in

Sriperumbudur, Chennai for the year 2008.Some firsts for Nokia in India

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MISSION AND VISION:

The road ahead

Until now, development in our industry has mainly been a matter of delivering

connections – more, faster, cheaper, and more efficient. This is still important. The connectivity

explosion continues, and by 2015 we know that 5 billion people and further billions of devices

will be connected. So, we must continue applying our expertise in order to deliver on the reality

of hundred-fold increases in traffic.

Our mission

By improving efficiency and experience we have built value by addressing efficiency,

and we continue to do that. But we also need to address the customer’s need for a better

experience, because it’s experience that builds relationships, and relationships that build value.

Our vision

We believe that CSPs can ultimately enable and deliver a “segment of one” – where they

can define and enhance the service experience for each and every individual. Customers whose

communications experience fit and works for them don’t change operators. And operators who

can devote themselves to enriching the customer’s experience build stronger, more lasting and

profitable customer relationships.

The individual communications experience is the greatest value a communications

service provider can deliver to their customer, and so it’s the greatest value we can support

communications service providers in delivering.

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1.3 PRODUCT PROFILE

The following is a list of products branded by Nokia Corporation. This list concentrates

on the modern Nokia products.

1. Mobile Phones

2. Software services

3. Accessories

1. Mobile Phones

List of Nokia mobile phones

Nokia 1000

series1011 ·1100/1101 ·1110/1110i ·1112 ·1200 ·1208 ·1600 ·1610 ·1650

Nokia 2000

series

2110i ·2115i ·2310 ·2600 ·2600classic ·2610 ·2630 ·2650 ·2651 ·2680

slide ·2690 ·2700 classic ·Nokia 2710 Navigation Edition ·2730 classic ·2760

Nokia 3000

series

3100/3100b/3105 ·3110 ·3110classic ·3120 ·3120classic ·3155 ·3200/3200b/3205 

·3210 ·3220 ·3230 ·3250 ·3310 ·3315 ·3330 ·3410 ·3500

classic ·3510/3590/3595 ·Nokia 3530 ·3510i ·3600/3620/3650/3660 ·3600

slide ·3720 classic

Nokia 4000

series

Series skipped (see here) as a sign of deference from Nokia towards East Asian

customers. See tetraphobia.

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Nokia 5000

series

5070 ·5100 ·5110 ·5130XpressMusic ·5200 ·5210 ·5220XpressMusic ·5230 ·5233 

·5250 ·5300 ·5310 XpressMusic ·5320 ·5330 Mobile TV Edition ·5500

Sport ·5510  ·5530  ·5610 ·5630 ·5700 ·5730 ·5800

Nokia 6000

series

6010 ·6020/6021 ·6030 ·6070 ·6085 ·6100 ·6101 ·6103 ·6110/6120 ·6110

Navigator ·6111 ·6120/6121/6124classic ·6131/6133 ·6136 ·6151 ·6170 ·6210 ·62

1Navigator ·6220classic ·6230 ·6230i ·6233/6234 ·6255i ·6260Slide ·6265 ·6270 ·

6275i ·6280/6288 ·6290 ·6300 ·6300i ·6301 ·6303 classic ·6310i ·6315i ·6500

classic ·6500

slide ·6555 ·6600 ·6600fold ·6600slide ·6610i ·6620 ·6630 ·6650 ·6650fold ·6670 

·

Nokia 7000

series

7110 ·7160 ·7230 ·7250 ·7280 ·7360 ·7380 ·7390 ·7500 Prism ·7600 ·7610 ·7650 ·7700 ·7710 ·7900 Prism ·7900 Crystal Prism

Nokia 8000

series8110 ·8210 ·8250 ·8310 ·8600 Luna ·8800 ·8850 ·8910

Nokia 9000

series(Nokia

Communicator)

9000/9110/9110i ·9210/9290 ·9210i ·9300/9300i ·9500

Nokia Cseries

C3-00 ·C3-01 (C3 Touch and Type) ·C5-00 ·C5-03 ·C6-00 ·C6-01 ·C7-00

Nokia Eseries

E5-00 ·E50 ·E51 ·E52 ·E55 ·E60 ·E61/E61i ·E62 ·E63 ·E65 ·E66 ·E7-00 ·E70 ·E71 ·E72 ·E73 ·E75 ·E90 Communicator

Nokia Nseries

N70 ·N71 ·N72 ·N73 ·N75 ·N76 ·N78 ·N79 ·N8 ·N80 (Internet Edition) ·N81 (N81 8GB) ·N82 ·N85 ·N86 8MP ·N90 ·N91 (N91 8GB) ·N92 ·N93 ·N93i ·N95 ·N95 8GB ·N96 ·N97 ·N900

Nokia Xseries

X3-00 ·X3-02 (X3 Touch and Type) ·X5 ·X6

Internet Tablet

770 ·N800 ·N810 (WiMAX Edition)

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N-Gage Classic ·QD ·QD Silver Edition

Others Vertu luxury phones

ConceptNokia Morph

Nokia Lumia series The Nokia Lumia series is a series running Windows Phone OS.

Phone model

Screen type

Released Technology S. Platform GenerationForm factor

Camera

Nokia Lumia

610

480x800 px 16m-color

2011 GSM EDGE UMTS WLAN Windows Phone 7.5 (Mango)

BB5.0Candy

bar

5.0 megapix

els

Nokia Lumia

710

480x800 px 16m-color

WVGA2011 GSM EDGE UMTS WLAN P

Windows Phone 7.5 (Mango)

BB5.0Candy

bar

5.0 megapix

els

Nokia Lumia

800

480x800 px 16m-color

WVGA AMOLED (16.7M)

Color (Capacitive

2011 GSM EDGE UMTS WLAN PWindows Phone 7.5 (Mango)

BB5.0Candy

bar

8.0 megapix

els

Nokia Asha series

The Nokia Asha series is an affordable series optimized for social networking and sharing. Operating system used is Series 40.

Phone model

Screen type

Released Technology Platform Generation Form factor

Camera

Nokia Asha 200

320 x 240 pixels (256K)

2011 Q4 GSM GPRS EGPRS Series 40 6th Edition feature pack 1

Tbc QWERTY Candybar

2.0 MP

Nokia Asha 302

240 x 320 pixels (256K)

2012 Q1 GSM WCDMA GPRS EGPRS HSD PA HSUPA WLAN

Series 40 6th Edition feature pack 1

Tbc QWERTY Candybar

3.2 MP

Nokia Asha 303

240 x 320 pixels (256K)

2011 Q4 GSM WCDMA GPRS EGPRS HSD PA HSUPA WLAN

Series 40 6th Edition feature pack 1

Tbc Touch and Type QWERTY Candybar

3.2 MP

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Nokia Asha 305

240 x 400 pixels (65K)

2012 Q3 GSM GPRS EGPRS Series 40 Asha Dual-SIM

Tbc Full touch Candybar

2 MP.

Nokia Cseries

Main article: Nokia Cseries

The Nokia Cseries is an affordable series optimized for social networking and sharing.

Phone model

Screen type Release S Technology Platform Generation Form factor Camera

Nokia C2 128 × 160 pixels (65K)

U GSM/UMTS Series 40 6th Edition

XGOLD 213 Candybar VGA (0.3MP)

Nokia C300

320 × 240 pixels (256K) Color TFT

2010 Q2

P GSM EDGE WLAN

Series 40 6th Edition

BB5.0 QWERTY Candybar

2.0 MP

Nokia C301 (Touch and Type)

240 × 320 (256K) TFT Color

2010 Q4

U GSM EDGE , UMTS, WLAN

Series 40 6th Edition feature pack 1

BB5.0 Candybar 5.0 MP

Nokia C301 Gold Edition (Touch and Type)

240 × 320 (256K) TFT Color

2010 Q4

U GSM EDGE , UMTS, WLAN

Series 40 6th Edition feature pack 1

BB5.0 Candybar 5.0 MP

Nokia C500

240 × 320 pixels (16.7M) Color TFT

2010 Q2

P GSM/UMTS S60 3rd Edition FP2

BB5.0 Candybar 5.0 MP

Nokia C503

640 × 360 pixels (16.7M) transmissive

2010 Q4

P GSM EGPRS UMTS WLA N WCDMA /HSDPA EGS M

S60 5th Edition

tbc Touchscreen candybar

5.0 MP

Nokia C600

640 × 360 pixels (16.7M)

2010 Q2

P GSM EGPRS UMTS WLA N WCDMA /HSDPA EGS M

S60 5th Edition

BB5.0 QWERTY Slider

5.0 MP

Nokia C601

640 × 360 pixels (16.7M)

2010 Q4

P GSM EGPRS UMTS WLA N WCDMA /HSDPA EGS M

Symbian^3 BB5.0 Touchscreen candybar

8.0 MP (720p HD)

Nokia 640 × 360 2010 P GSM EGPRS Symbian^3 BB5.0 Touchscreen 8.0 MP

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C700 pixels (16.7M)

Q4 UMTS WLA N WCDMA /HSDPA EGS M

Monoblock (720p HD)

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1000–9000 series

1. Nokia 1000 series – Ultrabasic series

The Nokia 1000 series include Nokia's most affordable phones. They are mostly targeted

towards developing countries and users who do not require advanced features beyond making

calls and SMS text messages, alarm clock, reminders, etc.

2. Nokia 2000 series – Basic series

Like the 1000 series, the 2000 series are entry-level phones. However, the 2000 series

generally contain more advanced features than the 1000 series; many new 2000 series phones

feature color screens and some feature cameras, Bluetooth and even A-GPS, such as in the

case of the Nokia 2710. The 2000 series slot between the 1000 and 3000 series phones in

terms of features.

3. Nokia 3000 series – Expression series

The Nokia 3000 series are mostly mid-range phones targeted towards the youth market.

Some of the models in this series are targeted towards young male users, in contrast with the

more unisex business-oriented 6000 series and the more feminine fashion-oriented 7000

series. Feature wise, the 3000 series slot between the 2000 and 6000 series.

4. Nokia 5000 series – Active series

The Nokia 5000 series are similar in features to the 3000 series, but often contain more

features towards active individuals. Many of the 5000 series phones feature a rugged

construction or contain extra features for music playback.

The 5210 features rubber Xpress-On shells, WAP over CSD and a built in thermometer.

The thermometer is actually the internal temperature of the phone's battery, this feature is

also present on other phones that have "netmonitor" enabled. The 5210 is nicknamed a

"builder's phone" because of its rubber splash/impact proof casing. Its successor is the 5100

and after that, the 5140 and 5140i.The 5510 was Nokia's first phone with a built in MP3

player, and it had 64 megabytes of memory for storing MP3s. It also had a full QWERTY

keyboard and an 84 x 48 monochrome display. This phone did not sell very well even though

it was advertised on television, possibly because it was too expensive and too big. Its

replacement is the Nokia 3300.

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The 5330 XpressMusic was discontinued, but replaced by the Nokia X3-00. The X3-00

features some styling cues taken from the 5330.

5. Nokia 6000 series – Classic Business series

The Nokia 6000 series is Nokia's largest family of phones. It consists mostly of mid-

range to high-end phones containing a high amount of features. The 6000 series is notable for

their conservative, unisex designs, which make them popular among business users

6. Nokia 7000 series – Fashion and Experimental series

The Nokia 7000 series is a family of Nokia phones with two uses. Most phones in the

7000 series are targeted towards fashion-conscious users, particularly towards women. Some

phones in this family also test new features. The 7000 series are considered to be a more

consumer-oriented family of phones when contrasted to the business-oriented 6000 series.

7. Nokia 8000 series – Premium series

This series is characterized by ergonomics and attractiveness. The internals of the phone

are similar to those in different series and so on that level offer nothing particularly different,

however the physical handset itself offers a level of functionality which appeals to users who

focus on ergonomics. The front slide keypad covers offered a pseudo-flip that at the time

Nokia were unwilling to make. Materials used increased the cost and hence exclusivity of

these handsets.

The only exception to the rule (there are many in different series) is the 82xx, 8310 which

were very small and light handsets.

8. Nokia 9000 series – Communicator series (discontinued)

The Nokia 9000 series was reserved for the Communicator series, but the latest

Communicator, the E90 Communicator, is an Eseries phone.

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Modern series (C/E/N/X/Asha/Lumia)

9. Nokia Cseries

The Nokia Cseries is an affordable series optimized for social networking and sharing.

C1-00 and C2-00 are Dual-SIM phones, but for the Nokia C1-00, both SIM cards cannot be

utilized at the same time.

10. Nokia Eseries

The Nokia Eseries is an enterprise-class series and includes business-optimized

smartphones.

11. Nokia Nseries

The Nokia Nseries is Nokia's most advanced smartphone series. It is for people who wish

to have advanced multimedia and connectivity features and as many other features as possible

into one device.

12. Nokia Xseries

The Nokia Xseries targets a young audience with a focus on music and entertainment.

13. Nokia Asha Series

The Nokia Asha series is a range of Nokia phones, ranging from low to mid-end phones.

There are 10 phones at the moment, although a few still aren't released. It is Nokia's most recent

range of feature phones which are appealing to a buyer looking to buy a good phone for a low

price tag.

14. Nokia Lumia series.

The Nokia Lumia series is a series running Windows Phone OS.

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Concept phones

Nokia is working toward the future of phones and mobile communication devices with

their new concept phone, the Nokia "Scentsory" such as Nokia Morph. This new mobile device

uses the sense of smell, sight, hearing, and touch to create a multiscensory environment for the

caller. Scentsory would be able to detect, send, and emit smells, as well as radiate colors,

lighting, and temperature from the environment of the caller. Dual screens can be used for

personal video messaging as well as watching videos.

Scentsory also includes features such as an LED touchpad, hidden camera, and folding

"origami" design, revolutionizing not only features previously foreign to the phone (or any other

technical device), but introducing a new physical design to the phone.

1. Online services

Ovi (Nokia) N-Gage (service)

2. Software solutions

Nokia PC Suite

Nokia Ovi Suite

Nokia Photos

Nokia Lifeblog

Intellisync Mobile Suite

Nokia Business Center

Nokia Sensor

Gammu and Wammu for both Linux and MS Windows

Nokia Maps

Nokia Sports Tracker

Nokia Software Updater

Qt (framework)

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3. Accessories

Nokia produces accessories to their products too many to list here. Such accessories include: Carrying and styling: carrying cases, phone jewelry, shells

Car solutions: car kits, car phones, portable solutions, mobile holders, car accessories,

car navigation

Headsets: audio adapters, Bluetooth headsets, wired headsets, loopsets

Memory cards and cables

Music related products: audio adapters, music packs, music streaming, speakers

Navigation: GPS modules, navigation kits, car navigation

Home and office: desk stands, imaging, wireless digital pens, wireless keyboards,

mobile TV receivers

Power: batteries, chargers, charger adapters

Internet Stick: Nokia HSPA-modem CS-15 operates in 3G network, with maximum

download speeds of 14.4Mbps and upload speeds of 2.1Mbps.

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2 RESEARCH PROBLEM

Organizations use marketing research to find out what customers think and what they

want. The survey is a direct way of collecting quantitative, or numerical, information and

qualitative, or descriptive, information. When there are errors in the survey design, marketing

research problems can surface. For example, a company might use a method that is designed to

collect a random sample from the target consumer population, but the method is not really

random. Therefore, the organization cannot generalize its survey results to represent the target

population.

The survey made in this project is to know the customer satisfaction level on Nokia

Mobiles Phones as the competitors has increased and the technology is falling at low cost. The

problem of the research arises at the point of customers thoughts regarding the product which

they are consuming is satisfying their wants or not. Not only the product but the service after

sales and to know whether the customer is loyal or not.

2.1 PURPOSE OF THE STUDY:

Kurnool city contains many classes of people from poor, middle class and rich class

people covering Doctors, Engineers, Businessmen, Students and other people who have in

Mobile Phones. It would be a vital part to know the Satisfaction level of the customers towards

Nokia Mobile Phones.

And as it is a new concept, the Purpose arises. So, hence the project “Customer

Satisfaction Towards Nokia Mobiles with special Reference to Nokia Showroom and Care

Centre”.

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2.2 SCOPE OF THE STUDY

As learning is a human activity and is as natural, as breathing. Despite of the fact that

learning is all pervasive in our lives, psychologists do not agree on how learning takes place.

How individuals learn is a matter of interest to marketers. They want to teach consumers in their

roles as their roles as consumers. They want consumers to learn about their products, product

attributes, potential consumers benefit, how to use, maintain or even dispose of the product and

new ways of behaving that will satisfy not only the consumer’s needs, but the marketer’s

objectives.

The scope of my study restricts itself to the analysis of Customer Satisfaction on Nokia

Mobile Phones. There are many other brands of Mobile Phones available but my study is limited

to a major player of Mobile Phones leaving behind the others.

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2.3 OBJECTIVES

1. To determine up to what extent the nokiacells, value added features has satisfied the

consumers.

2. To identify the mode of purchase, type of usage and changing attitude by the consumers.

3. To find the problem faced by the nokia cell consumers and study the price and trends

4. To analyze the sales promotional activities and level of awareness of all the products

released by the company

2.4 LIMITATIONS

A part from the need and importance of the study, they are limitations also. The limitations

are studies are:

1. The study is combined to only kurnool city. So we cannot say the over all information

2. The survey was carried about to 15 to 20 days only, which was a constraint.

3. Time factor is the main limitation for the study.

4. The methods used in this project are random sampling methods & results obtained may

not be fully accurate & believable.

5. The research has been centered to only 100 customers rather than millions. Customers

around the world.

6. Some of the consumers are not interested to give the accurate information about their

Nokia cell.

The conclusions drawn are subjected to the information provided by the various buyers

contacted.

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3 REVIEW OF LITERATURE

It is no longer enough to satisfy customers. You must delight them.

Satisfaction:

Satisfaction is a person feeling of pleasure or disappointment resulting from comparing

the products to comparing products received performance is or (out come) in relation to his or

her expectations.

As this definition makes clear satisfaction is a function of received performance and

expectations. With the performance falls sharp expectations, the customer is dissatisfied. If the

performance matches the expectations the customer is satisfied. With the performance exceeds

expectations, the customer is highly satisfied or delighted.

Mini companies are aiming for high satisfactions because customers who are just

satisfied still find it easy to switch when a better offer comes along.

Those who are highly satisfied are much less ready to switch.

High satisfactions are delight creates an emotional brand with the brand. Not a just

rational performance the result is high customer loyalty xeroxes senior managers believes that a

very satisfied or delighted customer is worth tent times as much to the company as a satisfied

customer. A very satisfied customer is likely to stay with xerox many more years and buy more

than a satisfied customer.

A customer's decision to be loyal or to defect is the some of many small encounters with

the company. Consulting form forum corporation says that in order for all this small encounters

to add up to customers loyalty, companies need to create a" branded customer experiences" in

addition to customer value expectations and satisfactions companies need to monitor their

competitors performance in this areas. For example a company was pleased to find the 80% of

his customers said they were satisfied.

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Then the CEO found out that its leading competitor attend a 90% customer satisfaction

score. He was further dismayed when he learned that this competitor was aiming to reach a 95%

satisfaction score.

For customer-centered companies, customer satisfaction is both goal and marketing tool.

Companies that achieve high customer satisfaction ratings make sure that their target market

knows it.

Although the customer-centered firm seeks to create high customer satisfaction, its main

goal is not to maximize customer satisfaction. If the company increases customer satisfaction by

lowering its price or increasing its services, the result may be lower profits. The company might

be able to increases its profitability by means other than increased satisfaction (for example, by

improving manufacturing processes are investing more in r&b (also the company has many stake

holders including employers, dealers, suppliers and stock holders. Spending more to increase

customer satisfaction might divert funds from increasing the satisfaction of other partners.

Ultimately the company must operate on philosophy that it is trying to deliver faction to other

stake holders within the constraints of its total resources.

Customer satisfaction service:

Studies show that although customers are dissatisfied with one out of every 4 purchases.

Less than 5% of dis-satisfied customers will complain. Most customers will buy less or switch

suppliers. Complaint levels are thus not a good measure of customer satisfaction. Responsive

company measure customer satisfaction directly by conducting periodic service, they sent

questionnaires or make telephone calls to a random sample of recent customers.

While collecting customer satisfaction data, it is also useful to ask additional questions to

measure repurchase intention; this will normally be high if the customer's satisfaction is high. It

is also useful to measure the likelihood or willingness to recommend the company and brand to

others. A high positive word-of-mouth score indicates that the company is producing high

customer satisfaction.

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Defining customer satisfaction

Over 35 years above peter dracker observed that a company’s first task is to create

customers. But today's customers face a vast very of product and branch choices, prices and

suppliers.

We believe that customers estimate which offer will deliver the most value. Customers

are very valuable maxi misers, with in the bounds of search costs and limited knowledge,

mobility and income the form and expectations of value and act on it. Whether are not the offer

lives up to value expectations affects both satisfaction and repurchase prop ability.

The key to customer retention is customer satisfaction. A highly satisfied customer:

1. Stays loyal longer

2. Buys more as the company introduces new products and upgrades existing products.

3. Talks favorably about the company and its products

4. Pays less attention to competing brands and advertising and is less sensitive to price.

5. Offers product or service ideas to the company

6. Costs less to serve than new customers because transactions are routinized

Thus a company would be wise to measure- customer satisfaction regularly. The

company could phone recent buyers and inquire how many are very satisfied, satisfied,

indifferent, dissatisfied, and very dissatisfied.

100% guarantee

Ah of our products are guaranteed to give 100% satisfaction in every way. Return

anything purchased from us at any time if it proves otherwise. We will replace it, refund your

purchase price or credit your credit card, as you wish. We do not want you to have anything from

l.l.bean that is not completely satisfactory.

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A buyer's satisfaction is a function of the product's perceived performance and the buyer's

expectations. Recognizing that high satisfaction leads to high customer loyalty, many companies

today are aiming for tcs - total customer satisfaction. For such companies, customer satisfaction

is both a goal and a marketing tool.

Quality is the totality of features and characteristics of a product or service that bear on

its ability to satisfy stated or implied needs. Today's companies have not choice but to implement

total quality management programs if they are to remain solvent and profitable. Total quality is

the key to value creation and customer satisfaction. :

Consumer satisfaction:

Today in the customer driven economy, ail firms are engaged in a rat race to attract

customers and build) a long term relationship with their loyal customer. The key to customer

loyalty is through customer satisfaction. A satisfied customer will act as a spoke person of the

company's product, and bring in more buyers. There is the paretoorincioal or the 80/20 rule, it

says 80 % of one thing comes from 20% of another. That is to say a small percentage of loyal

customers will lend a large weight to the company's sales. So marketers have to ensure customers

value satisfaction. For this they have to ensure.

1. Products are developed to meet consumer requirements.

2. Brands are positioned so as to convey distinctiveness.

3. Relationships are built to offer lifetime customer value to enable the customer.

All the efforts of the marketers at trying to understand buying motives. Organizing buying

behaviour and working out suitable promotional strategy to suit the consumer behaviour is to

ensure consumer satisfaction.

In today’s competitive environment, where companies are adopting various methods to

whom the prospective consumers, marketers have to make all efforts to understand all the

complexities which go into the behaviour and frame marketing programmes suitable to the target

market.

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4 RESEARCH METHODOLOGIES

 “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

4.1 RESEARCH DESIGN:

Research design is the specification of method and procedure for acquiring the information

needed to structure to solve the problems.

Research design is systematic gathering, recording and analyzing the data, which is use to

solve the problems.

The research Design is of Descriptive nature.

Descriptive research studies are those studies which are concerned with describing the

characteristics of a particular individual or a group. These are the studies concerned with

Specific predictions, with narration of facts and characteristics concerning individual, group or

situation. The design in such studies must be rigid and not flexible and must focus attention on

the following:

Formulating the objective of the study.

Designing the methods of data collection.

Selecting the sample.

Collecting the data.

Processing and analyzing the data.

Reporting the findings.

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4.2 SAMPLING DESIGN

4.2.1 SAMPLE SIZE:

100respondents were surveyed during the study period.

4.2.2 METHOD OF SAMPLING:

Random Sampling Method is used in sampling method used which is as same as Random

Sampling Method.

4.2.3 SAMPLING UNITS:

The sampling units are customers of Nokia Mobiles in Kurnool City.

4.3 DATA COLLECTION DESIGN:

4.3.1 TYPES OF DATA:

There are two sources of collection data Primary source Secondary source

Primary Source:

Primary data are data that are collected to help Solve a problem or take advantage of an

opportunity on which decision is pending.

A sample of 100 respondents was administered through questionnaire and personal interview to

know the customer satisfaction towards Nokia Mobiles Phones.

Secondary Source:

Secondary source data is the data that is collected from the already existing sources like

the company’s website and company’s catalogues.

The company profile gives a detailed report on history and the various products being

manufactured by it.

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4.3.2 DATA COLLECTION TOOL

Questionnaire:

Collection of data is an important stage in the research. In fact the quality of the data

collected determines the quality of research. A questionnaire is a sheet or sheets of paper

containing question relating to certain specific aspects, regarding which the researches collect the

data. The questionnaire is given to the respondents to be filled up.

4.4 Data Analysis Tools:

The tool used for the purpose of analysis is percentage method with reference to

questionnaire.

Percentage Method:

Percentage method refers to a special kind of rates. Percentage method used in making

comparison between two or more series of data.

Percentage= No. of respondents x 100Total no. of samples

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5. DATA ANALYSIS & INTERPRETATION

Type of professionals who are using cell phones:

Following table and chart are showing the different professionals those who are using the

cell phones

Table -1: Type of professionals who are using cell phones:

Professionals Number of respondents Percentage

Employees 24 24%

Businessmen 40 40%

Students 20 20%

Common Man 16 16.%

Total 100 100%

Chart – 1: Usage of cell phones by different type of professionals:

Inference:

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

phones are employees 28(23.3%), businessmen 48(40%), students 24(20%) and Common

Man20(16.7%).

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Income level of respondents who are using cell phones:

Following table and chart are showing the different income level those who are using the cell phones.

Table -2: Income level of respondents who are using cell phones:

Income levels Number of respondents Percentage

6,000-10,000 11 11%

10,001-15,000 21 21%

15,001-20,000 26 26%

Above 20,000 42 42%

Total 100 100%

Chart – 2: Column chart representing income level of respondents:

Inference:

According to the above table, it indicates that 42% of respondents income is 20000 above,26%

ofrespondents income is 15000 above,21% of respondents income is above 10000.11% of

respondents income is above 6000.It means most of the respondents income level is above 20000

compare to other respondents.

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Type of brand cell phone using by the respondents:

Following table and chart are showing the which brand cell using by the respondents.

Table -3: Type of brand cell phone using by the respondents:

Brand Number of respondents Percentage

Nokia 50 50%

Samsung 29 29%

LG 21 21%

Others 0 0%

Total 100 100%

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

Inference:

According to the above table, it indicates that 50% of respondents are using nokia cell.29% of Samsung & 21% of LG. It means the market of nokia is good than compared to other competitors such as Sony ericsson, Samsung etc.

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Type of nokia cell phone using by the respondents:

Following table and chart are showing the nokia cells using by the respondents.

Table 4: Type of nokia cell phone using by the respondents:

Type of cell phone Number of respondents Percentage

Nokia Smart Phone 39 39%

Nokia 3G Phone 10 10%

Nokia XpressMusic 18 18%

Nokia Touchscreen Phone 20 20%

Nokia Dual Sim Phone 13 13%

Total 100 100%

Chart 4:Pie chart representation the type of nokia cell phone used by respondents:

Inference:

The above table shows that 39(39%) of respondents are using Nokia Smart Phone,

10(10%) of respondents are using Nokia 3G Phones, 18(18%) of respondents are Nokia

XpressMusic Phones, 20% of the respondents are using Nokia Touchscreen Phone and Nokia

Dual Sim Phone is used by 13% of the respondents.

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Why the respondents prefer nokia:

Following table and chart are showing the why the respondents preferring to nokia

Table 5: Why the respondents prefer nokia:

Factors Number of respondents Percentage

Quality & Features 48 48%

Comfortable Access 12 12%

Price 24 24%

Prestige 16 16%

Total 100 100%

Chart 5: Cone chart showing what factors affect the respondents to buy nokia cell phone:

Inference:

The above table shows that 48(48%) of respondents use nokia phone due to its quality and

Features, 12(12%) voted for comfortable access, 24(24%) voted for price factor, and 16(16%)

use it for the purpose of prestige. Most of the peoples use nokia cell phones due to its quality.

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To what extent respondents are satisfied with Nokia cell:

Following table and chart are showing that at what extent respondents are satisfied by Nokia cell

Table 6: To what extent respondents are satisfied with Nokia cell:

Factors Number of respondents Percentage

Highly satisfied 23 23%

Moderately satisfied 12 12%

Satisfied 66 66%

Not satisfied - -

Total 100 100%

Chart 6: Cone chart representing consumer satisfaction towards nokia cell phone:

Inference:

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

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

satisfied with nokia.

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Who influenced you to buy Nokia cell:

Following table and chart are representing influencing factors which forced the respondents to buy Nokia cell phone:

Table 7: Who influenced you to buy Nokia cell:

Factors Number of respondents Percentage

Friends 41 41%

Relatives 14 14%

Advertisements 38 38%

Others 7 7%

Total 100 100%

Chart 7: Pie chart representing influencing factors which forced the respondents to buy Nokia cell phone:

Inference:

The above table shows the influencing factors which forced the respondents to buy nokia 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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opinion about prices of Nokia:

Following table and chart are stating thatopinion towards the prices of Nokia cell.

Table 8: opinion about prices of Nokia:Factors Number of respondents Percentage

Very high 8 8%

High 22 22%

Medium 66 66%

Low 4 4%

Total 100 100%

Chart 8: Column chart showing the opinion of respondents towards the prices of nokia cell phones:

Inference:

According to the table the opinion of the respondents about the prices of nokia 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 nokia cell phones are low.

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Brandloyalty of respondents towards nokia cell phone:

Following table and chart are showingthe brand loyalty of respondents towards nokia cell phone.

Table 9: Are you loyal to Nokia:

Factors Number of respondents Percentage

Yes 80 80%

No 20 20%

Total 100 100%

Chart 9: Pie chart showing the brand loyalty of respondents towards nokia cell phone:

Inference:

The above table states the brand loyalty of nokia. 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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Are you satisfied with value added features of Nokia:

Following table and chart are showing that the opinion of respondents towards the value added features of nokia.

Table 10: Are you satisfied with value added features of Nokia:

Factors Number of respondents Percentage

Highly satisfied 18 18%

Moderately satisfied 12 12%

Satisfied 65 65%

Not satisfied 5 5%

Total 100 100%

Chart 10:.Cylindrical chart representing the opinion of respondents towards the

value added features of nokia:

Influence

According to the above table, 18(18%) of respondents are highly satisfied with the value added features of nokia, 12(12%) are moderately satisfied, and 70(70%) of respondents are satisfied.

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Are you satisfied with value added features of Nokia:

Following table and chart are showing that customer opinion towards battery backup capacity of nokia cell phone:

Table 11: Are you satisfied with battery backup capacity of nokia cell:

Factors Number of respondents Percentage

Highly satisfied 32 32%

Moderately satisfied 7 7%

Satisfied 61 61%

Not satisfied - -

Total 100 100%

Chart 11: Pyramid chart stating the customer opinion towards battery backup capacity of nokia cell phone:

Inference:

The above table indicates that, 32(32%) of respondents are highly satisfied with the battery backup capacity of nokia cell, 7(7%) are moderately satisfied, and 61(61%) are satisfied.

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The opinion about sales promotional activities of nokia from the respondents:

Following table and chart are showing that customer opinion towards battery backup capacity of nokia cell phone:

Table 12: The opinion about sales promotional activities of nokia from the respondents:

Factors Number of respondents Percentage

Very impressive 29 29%

Moderately impressive 22 22%

Impressive 49 49%

Not impressive - -

Total 100 100%

Chart 12:Bar chart representing opinion of consumer towards the sales promotional activities of nokia:

Inference:

According to the above table, 29(29%) of respondents are very impressive with the sales promotional activities of nokia, 22(22%) are moderately impressive, and 49(49%) are impressive.

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Respondents opinion on advertisements of nokia:

Following table and chart are showing that customer opinion towards the advertisement of nokia.

Table 13: Respondents opinion on advertisements of nokia:

Factors Number of respondents Percentage

Excellent 53 53%

Good 38 38%

Fair 9 9%

Poor - -

Total 100 100%

Chart 13: Cylindrical chart representing consumer opinion towards the advertisements of nokia:

Inference:

The above table indicates that, 53(53%) of respondents said that the advertisements of nokia are excellent, 38(38%) said good, and 9(%) said fair.

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How the respondents feel after sales service of nokia:

Following table and chart are showing that the opinion of consumer after sales service of nokia.

Table 14: How the respondents feel after sales service of nokia:

Factors Number of respondents Percentage

Excellent 51 51%

Good 47 47%

Fair 2 2%

Poor - -

Total 100 100%

Chart 14: Cone chart representation the opinion of consumer after sales service of nokia:

Inference:

According to the above table, 51(51%) of respondents said that the after sales service of nokia is excellent, 47(47%) said good, and 2(2%) said fair.

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6. FINDINGS

From the analysis it is found to be that, the different type of professionals using cell

phones are employees 28 (23.3%), businessmen 48 (40%), students 24 (20%) and

Common Man 20 (16.7%)

It is found that from the data 42% of respondents income is 20000 above,26% of

respondents income is 15000 above,21% of respondents income is above 10000.11% of

respondents income is above 6000.It means most of the respondents income level is

above 20000 compare to other respondents.

According to respondents it indicates that 50% of respondents are using nokia cell. 29%

of Samsung & 21% of LG. It means the market of nokia is good than compared to other

competitors such as Sony ericsson, Samsung etc.

It is found that 39(39%) of respondents are using Nokia Smart Phone, 10(10%) of

respondents are using Nokia 3G Phones, 18(18%) of respondents are Nokia XpressMusic

Phones, 20% of the respondents are using Nokia Touchscreen Phone and Nokia Dual

Sims Phone is used by 13% of the respondents.

It shows that 48(48%) of respondents use nokia phone due to its quality and Features,

12(12%) voted for comfortable access, 24(24%) voted for price factor, and 16(16%) use

it for the purpose of prestige. Most of the peoples use nokia cell phones due to its quality.

According to the survey, it indicates that 23(23%) of respondents are highly satisfied with

nokia cell, 12(12%) are moderately satisfied, and 66(66%) of respondents are satisfied

with nokia.

Itis found that the influencing factors which forced the respondents to buy nokia 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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According to the opinion of the respondents about the prices of nokia 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 nokia cell phones are low.

It is found that the brand loyalty of nokia. More number of respondents are loyal to the

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

From the analysis it is found that 18(18%) of respondents are highly satisfied with the

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

respondents are satisfied.

The survey indicates that, 32(32%) of respondents are highly satisfied with the battery

backup capacity of nokia cell, 7(7%) are moderately satisfied, and 61(61%) are satisfied.

It is found that 29(29%) of respondents are very impressive with the sales promotional

activities of nokia, 22(22%) are moderately impressive, and 49(49%) are impressive.

From the respondents we found that 53(53%) of respondents said that the advertisements

of nokia are excellent, 38(38%) said good, and 9(%) said fair

It is found that 51(51%) of respondents said that the after sales service of nokia is

excellent, 47(47%) said good, and 2(2%) said fair.

It is found that majority of customers prefer Nokia 3G, 4G and ample kinds model handsets.

It is found that majority of customers prefer nokia due to its quality, Features and

comfortable access.

It is found that majority of consumers are satisfied with Nokia.

It is found that the influencing factor for customers to purchase Nokia is through

advertisements.

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7.SUGGESTIONS

1. The company may come up with new handset models compared to other cell phones

because most of the respondents wants new models according to new generation.

2. From the data we analyze that most of the consumers feel that the prices of Nokia

can be reduced.

3. The company can improve the sales promotional activities that may reach the rural

customers.

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

levels. 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 and LG and other small scale mobile manufactures, which is also trying to

compete with Nokia by offering better quality products at economical prices.

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8.CONCLUSION

Competition in mobile industry is heating up.It’s time for every mobile manufacturer to

align up in the new dynamic business environment. Mobile phone majors should think to launch

the product according to the needs of customers to satisfy them and make them brand loyal.

Which makes the profit margin of the company at the peak where any change made is remain at

the profit point of view for the company without fearing of risk. This all can be done if and only

if the customers and satisfied and delighted by the products of the firm.

From the above findings it is found that most of the customers are brand loyal and are

very much satisfied with the product and the services after sale, as in my analysis most of the

customers are satisfied with all the aspects of the product produced by the company. In today’s

competitive environment, customers are quick to abandon the products that do not meet

expectations. To be successful, the company must deliver positive customer experiences with

rich, value-added applications and technology supported by comprehensive service quality

management. To be heart touching all the times in the market the manufacturer should beat the

competitors at each and every step of the technology used and implemented by the competitor

then only the customer focused and realizes that quality is an attribute that creates customer

satisfaction profitably.

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BIBLIOGRAPHY

1. Philip Kotler, Marketing Management, Tata McGraw Hill Publications Pvt Ltd,

2011.

2. Cooper, D.R and schindler, P.S (2000) ”Business Research methods”, 7th Ed.,

Mcgraw Hill College

3. Weekly, James K.(1992) ,”pricing In Foreign Markets: Pitfalls and Opportunities,”

Industrial Marketing Management

4. Modern marketing - R.S.Pillai,Bhagwati

5. Magazine - Business India

6. Website - www.nokia.com

www.google.com

www.wikipedia.org

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QUESTIONNAIRE

Dear sir/madam…

I am KondapurMohammedShoeb pursuing M.B.A in SRM University…as 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. Common Man

2. Income level [ ]

A. 6000-10000 b. 10001-15000 c. 15001-20000 d. Above 20000

3. Which brand cell phone you have [ ]

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

4. Which type of nokia cell you have [ ]

A. Nokia Smart Phone b. Nokia 3G Phone c. Nokia XpressMusic

d. Nokia TouchScreen Phone e) Nokia Dual Sim phones

5. Why do you prefer nokia [ ]

A. Quality & Features b. Comfortable access c. Price d. Prestige

6. To what extent you are satisfied with nokia cell [ ]

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

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7. Who influenced you to purchase nokia cell [ ]

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

8. What is your opinion about prices [ ]

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

9. Are you loyal to nokia [ ]

A. Yes b. No

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

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

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

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

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 nokia [ ]

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

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

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

Any opinion towards the product

Signature

50