project on customer satisfaction with reference to samsung galaxy mobile
DESCRIPTION
complete project on samsung galaxy mobileTRANSCRIPT
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, SAMSUNG, LG,
SONY, MOTOROLA, MICROMAX, etc. but this research work deals with SAMSUNG
GALAXY Y mobile. This topic is basically selected because Nokia is the market leader in
mobile industry, but SAMSUNG with his advanced technology concept “Galaxy- Future beyond
smart phones” and with the help of R&D he is going to be the market leader of mobile industry.
The 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.
1.2 OBJECTIVES TO STUDY:-
1. To study the factors considered while buying the handset
2. To know the awareness level towards SAMSUNG GAXAXY Y mobile in terms of
features, services etc.
3. To study the customer satisfaction level of the SAMSUNG GAXAXY Y mobile.
4. To study the customer requirement in future.
5. To know the major competitors for SAMSUNG GAXAXY Y mobile.
IMPORTANCE:-
This study helps in finding out prospective buyers of SAMSUNG GAXAXY Y mobile.
This study helps the organization to know the customer response.
This study helps the customer to know the product better.
This study helps the company to know whether the customers are satisfied with product
& after sales services.
1.3 SCOPE OF THE STUDY:-
For any research work it is essential to understand within which the research is to be
carried out.
1. This study will help the customer to know the various features & facilities provided by
the company.
2. This study will help the students to know the number of respondents satisfied with the
product.
3. This study will help the company to understand & thereby solve the problems of
customer.
1.4 LIMITATIONS OF THE STUDY:-
Though every care is taken to make the report unprejudiced and authentic, but the
research work has been carried out under the following limitations.
1. Though it is newly launched product the sample size are 100 respondents.
2. The study is limited to solapur city only.
3. The study is limited to SAMSUNG GAXAXY Y mobile only.
1.5 RESEARCH AND METHODOLOGY:-
Research Methodology refers to scientific procedure for the acquisition of knowledge based
on the empirical observation & logical reasoning. Scientific method consists of systematic
observation, classification & interpretation of data. Research Methodology consists of
procedures for obtaining knowledge & logical reasoning.
Methods of Research:–
1) Case study methods
2) Survey Method
3) Other Method
Data Collection:-
The collection of data means a purposive gathering of information relevant to the
subject from the units of the population. While dealing with this research project data at
the hand was inadequate and hence it becomes necessary to collect the data, there are 2
ways used to collect the data.
1. By observation
2. Through personal interview.
Methods of Data Collection:-
Two methods are used to collect the data:-
1. PRIMARY DATA
2. SECONDARY DATA
1. Primary Data:-
The data which are collected at first hand either by the researcher or by someone else
especially for the purpose of the study are known as primary data.
Sources of collecting primary data:-
a. By Observation
b. By Personal interview
Personal interview is conducted with the help of questions which include open ended and
close ended questions. For this project work Questionnaire is used.
Questionnaire consist a set of questions presented to respondents for their answers.
2. Secondary Data:-
The data which have been gathered earlier for some other purpose or exists somewhere are
the secondary data in the hands of the marketing researcher.
Sources of collecting secondary data:-
1. Books
2. Internet
3. Magazines
Sampling Method:-
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. However a sample cannot reflect image of population from which it
is deawen. Sampling plays a key role in systematic objective of market surveying. For this
project work random sampling method is used.
Sample Size:-
Large sample gives more reliable result than small samples. However it is not important to
sample the entire target population or substantial portion to achieve reliable result. The size of
the sample decided for this project is 100 respondents.
CHAPTER 2
2.1 Introduction to mobile Industry :-
This research work involves the study of Samsung mobiles. But before we go on to discuss more
about Samsung we will discuss about mobile industry.
The mobile industry is a very vast as well as very fast growing industry.
In India before 1990’s there were no mobiles as well as network providers. But in year 1994-95
the mobiles came into existence in India, that time no company in India was producing mobiles. The
mobiles like Motorola, 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 globalization 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, LG, Motorola etc.
Now a day we can see a lot of growth in mobile industry. Because 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. We can see there is lot of competition among the mobile companies and each company
try to gain as much as customers as possible.
Previously in developed countries like America, UK, Japan 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.
This really shows the growth of mobile industry in this era.
2.2 Brief history of organisation
SAMSUNG –
For over 72 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. Their flagship company, Samsung
Electronics, leads the global market in high-tech electronics manufacturing and digital media. Through
innovative, reliable products and services; talented people; a responsible approach to business and global
citizenship; and collaboration with our partners and customers, Samsung is taking the world in
imaginative new directions.
The 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 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 MOBILE:-
The roots of Samsung goes back to the year 1938, the founder Byung-chull Lee set up a trade
export company in Korea selling fish, vegetables and fruit to china. Within a decade Samsung had flour
mills and confectionary machines and became co-operations in 1951.
From 1958 onwards Samsung began to expand into other industries such as financial,
media, chemicals and ship building throughout the 1970's. In 1969, Samsung Electronics was
established producing what Samsung is most famous for, Televisions, Mobile Phones
(throughout 90's), Radio's, Computer components and other electronics devices.
In 1987 founder and chairman, Byung-Chull Lee passed away and Kun-Hee-Lee took over
as chairman. In the 1990's Samsung began to expand globally building factories in the US,
Britain, Germany, Thailand, Mexico, Spain and China until 1997.
In 1997 nearly all Korean businesses shrunk in size and Samsung was no exception. They
sold businesses to relieve debt and cut employees down lowering personnel by 50,000. But
thanks to the electronic industry they managed to curb this and continue to grow.
The history of Samsung and mobile phones stretches back to over 10 years.
A Rough beginning:-
In 1977 Samsung Electronics launched the telecommunication network business and in
1983 it initiated its mobile telecommunication business with the hope that this would become the
company’s future growth engine. In 1986, Samsung was able to release its first built-in-car
phone, the SC-100 but it was a failure due to poor reception and sales, manufacturing was halted.
From this point until the early 1990’s, Samsung mobile would introduce mobile phone models,
but sales were low. The designs of the early attempts were bulky and reception was poor, with
Motorola’s huge advantage of market share, Samsung decided to drop its mobile division.
Turning point:
In the year 1993, Samsung Mobile released the SH-700 series, which boasted a smaller
and sleeker design and better sound quality. With a better product and a more aggressive
marketing campaign, Samsung would reclaim more than half the mobile phone market share in
Korea from Motorola.
The Global Market:
Samsung cell phones found its way into American hands for the first time in 1996, when they
partnered with Sprint on a line of sleek and compact phones. A few short years later, South America and
Japan were enjoying the high-end design of Samsung Mobile phones.
Samsung Mobile Today:
In early 2011, Samsung Mobile's global market share stood at more than 20 percent, second only
to Nokia. Partially owing to strong sales of Samsung's Galaxy range of Smartphone, Samsung overtook
Apple in worldwide Smartphone sales during Q3 2011, with a total market share of 23.8%, compared to
Apple's 14.6%.
Samsung Galaxy Series:
Samsung Galaxy is a series of mobile computing devices produced by Samsung Electronics, all
of which use the operating system Android.
Samsung Galaxy Y (S5360) is an Android-based Smartphone by Samsung, announced in August 2011.
Galaxy Y was launched in October 2011. It is the cheapest Smartphone available in the Galaxy series to-
date. There is a specific reason behind the name of this handset i.e. 'Y' symbolizes 'Young'. The name
clearly indicates that it is meant for the young generation.
2.3 Samsung & Its Subsidiaries
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.
Electronics Industries
Samsung Electro-Mechanics Samsung Corning Precision Glass Samsung Networks Samsung Mobile Display Samsung Digital Imaging
Machinery & Heavy Industries
Samsung Heavy Industries
Chemical Industries
Samsung Petrochemicals Samsung Fine Chemicals
Financial services
Samsung Life Insurance Samsung Fire & Marine Insurance Samsung Securities Samsung Venture Investment
Other Affiliated Companies
Samsung C&T Corporation , Samsung Engineering, Cheil Industries, Samsung Everland, The Shilla
Hotels & Resorts, Cheil Worldwide, S1 Corporation, Samsung Medical Centre, Samsung Human
Resources Development Centre, Samsung Economics Research Institute, Samsung Lions, The Ho-Am
Foundation, Samsung Foundation of Culture, Samsung Welfare Foundation, Samsung Life Public
Welfare Foundation.
2.4 Important statistical data
SAMSUNG FINANCIALS
2011 Financial Overview
AMOUNTS IN BILLIONS WON DOLLORS EUROS
Net sales* 254,561.5 220.1 165.9
Total Assets 391,391.9 343.7 258.7
Total Liabilities 230,688.5 202.6 152.5
Total Stockholder’s Equity 160,693.5 141.1 106.2
Net Income* 24,497.9 21.2 16.0
MARKET SHARE
NOKIA24%
SAMSUNG20%
L.G.ELECTRONICS7%
APPLE6%SONY
ERICS-SON5%
OTHERS38%
MARKET SHARE
Mobile phone manufacturers market share in Q3/2011
In Q3/2011, NOKIA was world’s largest manufacturers of mobile phones, with a global device market
share of 24%, followed by Samsung 20%, L.G Electronics 7%, Apple 6%, Sony Ericsson 5% and Others
38%.
2.5 Future Prospects
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 products—from memory chips that help businesses store vital knowledge
to mobile phones that connect people across continents— have the power to enrich lives. And
that’s what making a better global society is all about.
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.
People
Quite simply, a company is its people. At Samsung, we’re dedicated to giving our people a
wealth of opportunities to reach their full potential.
Excellence
Everything we do at Samsung is driven by an unyielding passion for excellence—and an
unfaltering commitment to develop the best products and services on the market.
Change
In today’s fast-paced global economy, change is constant and innovation is critical to a
company’s survival. As we have done for 70 years, we set our sights on the future, anticipating
market needs and demands so we can steer our company toward long-term success.
Integrity
Operating in an ethical way is the foundation of our business. Everything we do is guided by a
moral compass that ensures fairness, respect for all stakeholders and complete transparency.
Co-prosperity
A business cannot be successful unless it creates prosperity and opportunity for others. Samsung
is dedicated to being a socially and environmentally responsible corporate citizen in every
community where we operate around the globe.
Vision
Samsung is guided by a singular vision: to lead the digital convergence movement.
We believe that through technology innovation today, we will find the solutions we need to
address the challenges of tomorrow. From technology comes opportunity—for businesses to
grow, for citizens in emerging markets to prosper by tapping into the digital economy, and for
people to invent new possibilities.
It’s our aim to develop innovative technologies and efficient processes that create new markets,
enrich people’s lives and continue to make Samsung a trusted market leader.
Mission
Everything we do at Samsung is guided by our mission: to be the best “digital-εCompany”.
Samsung grew into a global corporation by facing challenges directly. In the years ahead, our
dedicated people will continue to embrace many challenges and come up with creative ideas to
develop products and services that lead in their markets. Their ingenuity will continue to chart
Samsung’s course as a profitable, responsible global corporation.
2.6 ORGANIZATIONAL STRUCTURE
CHAPTER 3
THEROTICAL BACKGROUND
When we talk about customer satisfaction, we talk about creativity. Creativity allows us
to handle or diffuse problems at hand or later on in the process of conducting the everyday
business. We talk about how, or rather what, does the organization have to do gain not only the
sale but also the loyalty of the customer. We want to know the payoff of the transaction both in
the short and long term. We want to know what our customer wants.
Market consist of all the potential customers, sharing of particular need or want, who
might be willing and able to engage in exchange to satisfy their needs or wants. According to
Philip Kotlar, ‘Marketing is a human activity directed at satisfying need and wants through
exchange process.’ Marketing Management is the process of planning and executing the
conception, pricing, promotion and distribution of ideas, goods and services to create exchanges
that can satisfy both individual and organizational goals.’
Customer Satisfaction can be defined as a person’s feelings of pleasure and
disappointment resulting from a product perceived, performed in relation to his or her
expectation.’
When we talk about customer satisfaction, we talk about creativity. Creativity allows us
to handle or diffuse problems at hand or later on in the process of conducting the everyday
business. We talk about how, or rather what, does the organization have to do to gain not only
the sale but also the loyalty of the customer. We want to know the payoff of the transaction both
in the short and long term. We want to know what our customer wants.
We want to know if our customers are satisfied. Satisfaction, of course, means that what we want
we delivered to customer met the customer‘s approval. We want to know if customers are
delighted and willing to comeback, and so on. Flies and Feldman present examples of that
delightful in their writings. Fleiss has written about Ben and Jerry’s ice cream and Feldman has
discussed excellence in a cad ride.
As important as delightfulness is, some of us minimize it, or even totally disregard it. At this
point, we fail. Some of the issues that will guarantee failure in sales, satisfaction, and loyalty are-
Employees must here to a rigid chain of command. Employees are closely supervised. Rewards
are based on carrot and stick.
Level: - 1
Expectations are very simple and take the form of assumptions, must have, or take it for granted
For example:
Expect the airline to be able to take off, fly to my destination, and land safely.
I expect to get the correct blood for my blood transfusion.
And I expect the bank to deposit my money to my account and to keep a correct tally for me.
Level: - 2
Expectations are a step higher than that of level 1 and they require some form of satisfaction
through meeting the requirement and or specifications.
For example:
I expect to be treated courteously by all airline personnel.
I went to the hospital expecting 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 expecting the bank teller to be friendly, informative, and helpful with my
transactions.
Level: - 3
Expectations are much higher than for level 1 & 2.
Level 3 requires some kind of delightfulness or a service that is so good that it attracts me to it.
For example:
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
attendant’s actually baked cookies for us right there on the plane.
When I went to the hospital, I expected staff to treat me with respect and they carefully explained
things to me. But I was surprised when they called me at home the next day to find out how I
was doing.
And at my house closing, the bank officer, representing the bank holding my mortgage, not only
treated me with respect and answered all my questions about my new mortgage, but just before
we shook hands to close the deal, he gave me a house-warming gift.
Table No. 1:
Table showing gender of satisfaction of Samsung Galaxy Y Mobile.
Gender No. of respondentsMale 56Female 44Total 100
Male Female0
10
20
30
40
50
60
56%
44%
No. of Respondents Gender Wise
Parameters
Res
pon
den
ts in
%
Inference:
From the above graph it is clear that, 56% of the respondents are Male because of their daily necessity for business purpose and 44% of the respondents are Female.
Table No. 2:
Table showing occupation of the respondents
Occupation No. of respondent Percentage Student 56 56Employee 26 26Businessman 10 10Professional 8 8Total 100 100
Student Employee Businessman Professional0
10
20
30
40
50
6056%
26%
10% 8%
Occupation
Parameters
Res
pon
den
ts
in %
Inference:
From the above graph it is clear that, 56% of respondents belong to student category because this
handset is meant for young generation and only 8% of the respondents belong to professional
category.
Table No. 3:
Table showing awareness of the Samsung Galaxy Y Mobile through various factors.
Awareness Factors No. of respondents Percentage Friends 30 30Newspaper 8 8Advertisement 44 44Relatives 18 18Total 100 100
Friends Newspaper Advertisement Relatives0
5
10
15
20
25
30
35
40
45
30%
8%
44%
18%
Awareness through various factors
Parameters
Res
pon
den
ts
in %
Inference:
From the above graph it is clear that, 44% of the respondents are aware of the Samsung Galaxy
Y handset through Advertisement (T.V, Internet, etc.) Because due to this company is able to
tap or communicate its target costumers easily.
Table No. 4:
Table showing factors considered while buying Handset
Factors No. of respondentsPrice 60Brand name 32External appearance 18Android OS 85Fast processor 60
Price Brand name External appearance
Android OS Fast processor0
10
20
30
40
50
60
70
80
90
60%
32%
18%
85%
60%
Factors Consider while Buying Hanset
Parameters
Inference:
From the above graph it is clear that, 85 respondents consider Android OS feature because it is
the best Operating System among other while 18 respondents consider External Appearance
feature while buying the handset.
Table No. 5:
Table showing different variety of Samsung Galaxy Series which consumer know
Model No. of respondentsGalaxy POP 58Galaxy Fit 68Galaxy PRO 30Galaxy ACE 60Galaxy R 14Galaxy S-II 68
Galaxy POP
Galaxy Fit Galaxy PRO
Galaxy ACE
Galaxy R Galaxy S-II0
10
20
30
40
50
60
7058
68
30
60
14
68Variety of Samsung Galaxy Series
Parameters
Inference:
The above graph shows that, Galaxy Fit, Galaxy S-II, Galaxy ACE, and Galaxy POP are the
variety most aware by respondents and Galaxy PRO & Galaxy R are less aware because it is
newly launched in Galaxy Series.
Table No. 6:
Table showing the Rating of features of Samsung Galaxy Y Handset given by consumer
Rank
FeaturesBest Good Average Below
AverageTotal
Capacitive Touch Screen
6 72 22 0 100
Camera 0 56 32 12 100Android OS 85 15 0 0 100Processor 74 26 0 0 100Sound Clarity 8 62 30 0 100Talk Time 6 64 20 10 100
Capaci-tive
Touch Screen
Camera Android OS
Processor Sound Clarity
Talk Time0
10
20
30
40
50
60
70
80
90
100
0%12%
0 0 010%
22%
32%
0 0
30%20%
72%
56%
15%26%
62% 64%
6% 0% 85% 74% 8% 6%
Best
Good
Average
Below average
Ratings of Features of Samsung Galaxy Y Handset
Features
Rat
ings
in
%
Inference:
The above graph represents rating of Samsung Galaxy Y handset on the basis of given parameter. Here it states that;
1. Capacitive Touch Screen- 72 respondents rated it as good and 6 respondents as best.
2. Camera- 56 respondents rated the camera feature as good as company provided 2 megapixel clarity camera and 12 respondents as best.
3. Android OS-85 respondents rated it as best as company provides the most running and popular operating system and 15 respondents as good.
4. Processor- 74 respondents rated it as best as it is fastest processor and 26 respondents as good
5. Sound Clarity-82 respondents rated it as good and 8 respondents rated it as best.
6. Talk Time-84 respondents rated it as good and 8respondents as best.
Table No. 7:
Table showing additional accessories provided by Samsung .
Accessories No. of respondentsHands free headset 100Memory card 58PC suit CD 100USB port 88Changeable back panel 48Bluetooth headset 0
Hands free Headset
Memory card
PC suit CD USB port Changeable back panel
Bluetooth headset
0
20
40
60
80
100
100
58
10088
48
0
Addtional accessories got with Samsung Galaxy Y headset
Parameters
Inference:
From the above graph it is clear that, company has given Hands free headset & PC suit CD as
additional accessory to all respondents because it necessary in day today life, while 68
respondents got Memory card & 46 respondents got Changeable back panel as an additional
accessory to promote the handset.
Table No. 8:
Table showing the consumers view regarding the Battery back-up of Samsung Galaxy Y Handset
Parameters No. of respondents Percentage Good 34 34Average 68 68Below average 8 8Total 100 100
Good Average Below average0
10
20
30
40
50
60
70
34%
68%
8%
Consumers view on Battery back-up of Samsung Galaxy Y Handset
Parameters
Res
pon
den
ts
in %
Inference:
As per above graph, 68% respondents view regarding battery back-up is average because it gives
less talk time, where as 8% opinion that it is below average because it has to charge daily.
Table No. 9:
Table showing the awareness level towards the after sales service provided by the company
Parameters No. of respondents Percentage Yes 62 62No 38 38Total 100 100
Yes No0
10203040506070
62%
38%
Awareness towards the after sales service provided by Samsung care
Parameters
Res
pon
den
ts in
%
Inference:
Above graph shows that 62% respondents are aware about after sales service while 38% are not
aware about after sales service provided by Samsung Care because they didn’t need so as
problem has not occurred so far.
Table No. 10:
Table showing the importance of User Manual in operating the Handset
Parameters No. of respondents PercentageYes 64 64No 36 36Total 100 100
Yes No0
10
20
30
40
50
60
70
64%
36%
Importance of user manual
Parameters
Res
pon
den
ts in
%
Inference:
From above, 64% respondents are of the opinion that user manual is helpful in operating the
handset and 36% respondents feel that it is not helpful or it is not necessary for them.
Table No. 11:
Table showing the consumers view regarding the Durability of the Handset
Parameters No. of respondents Percentage Good 44 44Average 48 48Below average 8 8Total 100 100
Good Average Below average0
10
20
30
40
5044%
48%
8%
Consumer view on the Durability of Samsung Galaxy Y Handset
Parameters
Res
pon
den
ts in
%
Inference:
As per above graph, 48% respondents view on durability of the handsets is average while 44% of
the respondents opinion is for good and only 8% opinion is below average because it very
delicate to handle.
Table No. 12:
Table showing the consumer view against the services provided by the company
Parameters No. of respondents Percentage Good 26 26Average 30 30Below average 44 44Total 100 100
Good Average Below average0
5
10
15
20
25
30
35
40
45
26%
30%
44%
Consumer view against the service provided by Samsung Customer Care
Parameters
Res
pon
den
ts in
%
Inference:
From above graph it is clear that, only 26% respondents agrees upon the service provided by
Samsung Customer Care is Good while 44% respondents are disagree because Samsung
Customer Care doesn’t solve there problem on time.
Table No. 13:
Table showing consumer recommendation of Samsung Galaxy Y handset to others
Parameters No. of respondents PercentageYes 76 76No 24 24Total 100 100
Yes No0
10
20
30
40
50
60
70
80
76%
24%
Consumer recommended Samsung Galaxy Y to others
Parameters
Res
pon
den
ts in
%
Inference:
From the above graph it is clear that, 76% respondents will recommend this handset to others
because its price is less with innovative features while 24% respondents will not because its
battery back-up is low.
CHAPTER 5
OBSERVATIONS
1) It is observed that, 56% respondents are male and 44% respondents are female.
2) It is observed that, 56% of respondents belong to student category because this handset is
meant for young generation and only 8% of the respondents belong to professional
category.
3) It is observed that, 44% respondents are aware through advertisement because it is mass
means of communication and only 8% respondents are aware through newspaper.
4) It is observed that, most of the respondents consider Android OS , Fast processor and
price factors while buying the handset because it’s Operating System & processor is best
in market with lesser price
5) It is observed that, most of the respondents know other Samsung Galaxy Series before
purchasing Samsung Galaxy Y Handset.
6) It is observed that, 85% of respondents given Best Rank to Android OS feature of
Handset & 74% respondents given Best Rank to Fast Processor. While 72% respondents
given Good Rank to Capacitive touch screen feature & 74% respondents given Good
Rank to Talk Time.
7) It is observed that, company has given Hands free headset & PC suit CD as additional
accessory to all respondents because it necessary in day today life while 68 respondents
got Memory card & 46 respondents got Changeable back panel as additional accessory to
promote the handset.
8) It is observed that, 68% respondents view regarding battery back-up is average because it
gives less talk time, where as 8% opinion that it is below average because it has to charge
daily.
9) It is observed that, 62% respondents are aware about after sales service as upgrading of
OS and minor repairs while 38% are not aware about after sales service provided by
Samsung Care because they didn’t need so as problem has not occurred so far.
10) It is observed that, 64% respondents consider user manual helpful for operating handset
while 36% respondents don’t need of it.
11) It is observed that, 48% respondents view on durability of handset is average while 8%
consider below average because it very delicate piece and touch screen handset.
12) It is observed that, 44% respondents don’t agree upon the service provided by Samsung
Customer Care and given below average rank because they doesn’t solve the problem on
time while 26% respondents are in the opinion that it is good.
13) It is observed that, 76% respondents would recommend Samsung Galaxy Y handset to
others because its price is less with innovative feature i.e. Android OS & Fast Processor.
While 24% respondents will not because its battery back-up is low.
CHAPTER 6
SUGGESTIONS
1. The company can organize free service camps once in a year which will in turn increase
the loyalty of the consumers.
2. The 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.
3. The company may also come up with the increase in the period of warranty of handsets
and accessories for 1 year instead of 6 months.
4. The company can introduce the new Dual Sim handset in the same model i.e. Samsung
Galaxy Y.
5. The company can improve the Battery back-up of the handset and solve the Hang &
Network problem in the handset.
6. The company can improve the after sales service which is provided by the Samsung
Customer Care.