52952623 market research on nokia
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Market Research on-A
Study of Thesatisfaction level of
NokiaUsers
Market Research on-A Study of The satisfaction level of Nokia
Users
O :BJECTIVES
1.T NO STUDY THE SATISFACTION LEVEL OF THE USER OF OKIAP .MOBILE HONE
2.TO STUDY THE EFFECTIVE THE SATISFACTION LEVEL OF THE USERN .OF OKIA PHONE
PGDM-!"!-"
Section #
Grou$% "
Submitted By:
Debajyoti Ghosh Hazra
Krishna GopalAnjani Deepika
Deepti Sharma
Rajesh Singh Choudhary
a!endu kumar
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#ha$ter " - &ntroduction
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Dr' Martin #oo$er of Motorola( )ade the first US analo*ue )o+ile $hone call on a lar*er$rototy$e )odel in ",.' /n A$ril .( ",.( Motorola e)$loyee Dr' Martin #oo$er $laced a call to
Dr' 0oel S' 1n*el( head of research at AT2T3s 4ell 5a+s( 6hile 6alkin* the streets of Ne6 7ork
#ity talkin* on the first Motorola Dynastic $rototy$e in front of re$orters' Motorola has a lon*history of )akin* auto)otive radios( es$ecially t6o-6ay radios for ta8ica+s and $olice cruisers'
Nokia has $layed a $ioneerin* role in the *ro6th of cellular technolo*y in &ndia( startin* 6ith the
first-ever cellular call a decade a*o( )ade on a Nokia )o+ile $hone over a Nokia
de$loyed net6ork' Nokia started its &ndia o$erations in ",,9( and $resently o$erates out of offices
in Ne6 Delhi( Mu)+ai( :olkata(0ai$ur(5uckno6(#hennai( 4an*alore( ;ydera+ad( Pune and
Ah)eda+ad' The &ndian o$erations co)$rise of the handsets +usiness< R2D facilities in
4an*alore( ;ydera+ad and Mu)+ai< a )anufacturin* $lant in #hennai and a Desi*n Studio in
4an*alore' /ver the years( the co)$any has *ro6n )anifold 6ith its )an$o6er stren*th
increasin* fro) =9! $eo$le in the year !!= to over "9!!! e)$loyees in March !!> ?includin*
Nokia Sie)ens Net6orks@' Today( &ndia holds the distinction of +ein* the second lar*est )arketfor the co)$any *lo+ally'
Devices +usiness% Nokia has esta+lished itself as the )arket and +rand leader in the )o+ile
devices )arket in &ndia' The co)$any has +uilt a diverse $roduct $ortfolio to )eet the needs of
different consu)er se*)ents and therefore offers devices across five cate*ories ie' 1ntry( 5ive(
#onnect( 18$lore and Achieve' These include $roducts that cater to first ti)e su+scri+ers to
advanced +usiness devices and hi*h $erfor)ance )ulti)edia devices for i)a*in*( )usic and
*a)in*'
Nokia has +een 6orkin* closely 6ith o$erators in &ndia to increase the *eo*ra$hical covera*e and
lo6er the total cost of o6nershi$ for consu)ers' Today( Nokia has one of the lar*est distri+ution
net6ork 6ith $resence across "(.!(!!! outlets' &n addition( the co)$any also has Nokia Priority
Dealers across the country and Nokia #once$t stores3 in 4an*alore( Delhi( 0ai$ur( ;ydera+ad(
#handi*arh( 5udhia na( #hennai( &ndore and Mu)+ai to $rovide custo)ers a co)$lete )o+ile
e8$erience' ith the *lo+al launch of /vi( the co)$any3s &nternet services +rand na)e( Nokia is
rene6in* itself to +e at the forefront of the conver*ence of internet and )o+ility' Bro) +ein* a
$roduct centric co)$any( Nokia is no6 focusin* to +eco)e solutions centric' The strate*ic shift is
+uilt on Nokia3s +id to retain consu)ers and e)$o6er Nokia device o6ners to realise the full
$otential of the &nternet' Nokia 6ill +uild a suite of &nternet +ased services like Nokia Ma$s( the
Nokia Music Store and Nokia N-Ga*e around its /vi +rand'
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&nfrastructure +usiness
Nokia Sie)ens Net6orks is a leadin* *lo+al ena+ler of co))unications services' The
co)$any $rovides a co)$lete( 6ell-+alanced $roduct $ortfolio of )o+ile and fi8ed net6ork
infrastructure solutions and addresses the *ro6in* de)and for services 6ith !(!!! service
$rofessionals 6orld6ide' &ts o$erations in &ndia include Sales 2 Marketin*( Research 2
Develo$)ent( Manufacturin* and Glo+al Net6orks Solutions #entre' ;eadCuartered in
Gur*aon( Nokia Sie)ens Net6orks has = offices and $resence in over "! locations across
the country'
R 2 D centers
Nokia has three Research 2 Develo$)ent centers in &ndia( +ased in ;ydera+ad( 4an*alore
and Mu)+ai' These R2D hu+s are staffed +y en*ineers 6ho are 6orkin* on ne8t-*eneration
$acket-s6itched )o+ile technolo*ies and co))unications solutions to enhance cor$orate
$roductivity'
The #enter in 4an*alore( the +i**est R2D site in the country co)$rises S! Soft6are
/r*aniEation( #o))on Technolo*ies( Ne8t Generation no6 called Mae)o Soft6are(
ProductiEation and Soft6are 2 Services'
Desi*n Studio
Nokia has set u$ its first Desi*n Studio in 4an*alore in $artnershi$ 6ith Srishti School of
Art( Desi*n and Technolo*y' The first of its kind( the desi*n studio 6ill *ive Nokia desi*ners
and &ndia3s talented youth the o$$ortunity to 6ork to*ether on ne6 desi*n ideas for &ndia and
the *lo+al )arkets'
Manufacturin* in &ndia
Nokia has set u$ its )o+ile device )anufacturin* facility in #hennai( &ndia to )eet the+ur*eonin* de)and for )o+ile devices in the country' The )anufacturin* facility is
o$erational 6ith an invest)ent of USD "! )illion and currently e)$loys >!!! $eo$le'
Nokia has recently announced fresh invest)ents to the tune of US F 9 )illion to6ards its
)anufacturin* $lant in Sri$eru)+udur( #hennai for the year !!>
r Purp!" # $%&! S$u'(
O)*"+$&,"
"'To study the satisfaction level of the user of Nokia
)o+ile Phone'
'To study the effective the satisfaction level of the user
of Nokia $hone'
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Chapter 2
'Revie6 5iterature
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Satisfaction
hen 6e talk a+out custo)er satisfaction( 6e talk a+out creativity' #reativity allo6s us to
handle or diffuse $ro+le)s at hand or later on in the $rocess of conductin* the everyday
+usiness' e talk a+out ho6( or rather 6hat( does the or*aniEation have to do to *ain notonly the sale +ut also the loyalty of the custo)er' e 6ant to kno6 the $ayoff of the trans-
action +oth in the short and lon* ter)' e 6ant to kno6 6hat our custo)ers 6ant'
e 6ant to kno6 if our custo)ers are satisfied' Satisfaction( of course( )eans that 6hat 6e
delivered to a custo)er )et the custo)er3s a$$roval' e 6ant to kno6 if custo)ers are deli*hted
and 6illin* to co)e+ack( and so on' Bleiss and Beld)an $resent e8a)$les of that deli*htful-ness in
their 6ritin*s' Bleiss has 6ritten a+out 4en and 0erry3s ice crea) and Beld)an has discussed
e8cellence in a ca+ ride' As i)$ortant as deli*htfulness is( so)e of us )ini)iEe it( or even totally
disre*ard it' At this $oint( 6e fail' So)e of the issues that 6ill *uarantee failure in sales(
satisfaction( and loyalty are% 1)$loyees )ust adhere to a ri*id chain of co))and 1)$loyees are
closely su$ervised #onflictin 6hatever for)is not allo6ed Re6ards are +ased on carrot-and-stick
Br/0' &/"
;ide links 6ithin definitions Sho6 links 6ithin definitions' &)$ression in the consu)ers3 )ind of a
+rand3s total $ersonality ?real and i)a*inary Cualities and shortco)in*s@' 4rand i)a*e is develo$ed
over ti)e throu*h advertisin* ca)$ai*ns 6ith a consistent the)e( and is authenticated throu*h the
consu)ers3 direct e8$erience' See also cor$orate i)a*e 6ho are considerin* a $urchase scan their
service o$tions and develo$ a consideration set' ithin the consideration set( they develo$ a
hierarchy of +rands +ased on their assess)ent of Price( Product or Service Beatures( and 4rand
Na)e' Ty$ically( they choose the +rand at the to$ of their hierarchy( if availa+le' &f a +rand isconsistently at the to$ of their hierarchy( the +uyer 6ill +e loyal to that +rand'
e +elieve consu)ers try to o$ti)iEe value 6ithin a $roduct or service cate*ory' #onsu)erstherefore assi*n utilities ?6orth@ to $rice( each relevant $erfor)ance attri+ute( and +rand eCuity'#onsu)ers then trade off $erfor)ance attri+utes and +rand eCuity a*ainst $rice in order to o$ti)iEevalue' The relationshi$s +et6een the individual values of $rice( $erfor)ance attri+utes and +randeCuity is su))ative and eCual to total +rand value'
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4rand Halue
Model
The values each res$ondent $laces on $rice( $erfor)ance attri+utes( and +rand eCuity define theirvalue eCuation for a $roduct or service cate*ory' e can derive these values at the res$ondent level
usin* )odified trade-off e8ercises' A key advanta*e of the 4rand Halue Model is that it allo6s thecalculation of utilities and i)$ortance3s at the individual consu)er level' This ackno6led*es the
hi*hly individual nature of the evaluation of $roducts and services in )any cate*ories'Burther)ore( it $er)its an e8$loration of value
structures across e8istin* consu)er se*)ents or the develo$)ent of ne6 se*)ents +ased on the
co)$onents of the value eCuation'
e +elieve the total value of a +rand in a $articular $roductIservice cate*ory is co)$osed of three$arts' /ne $art is due to the $hysical and readily identifia+le ?and re$lica+le@ features of the +randthat delivers s$ecific( tan*i+le +enefits to the $urchaser( thus i)$actin* $urchase choice' e call
these the tan*i+le $roduct features' The second $art is due to so)e $erceived intrinsic valueassociated 6ith the +rand na)e due to such thin*s as the i)a*e transferred to the $urchaser( trust(lon*evity in the )arket$lace'
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C%/p$"r 3:M"$%'5(
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R1S1AR#; M1T;/D/5/G7
The research )ethodolo*y that e undertook for the $ur$ose of this study is
enu)erated 4elo6-
PRIMARY RESEARCH:
This consisted Cuestionnaire and interaction fro) various $eo$le' A focus *rou$ study 6ill
+e conducted to desi*n the custo)er survey Cuestionnaire 6ith a sa)$le siEe of "9
res$ondents' The survey 6as conducted in Shastri Na*ar( Meerut
'
SECONDARY RESEARCH:
Sources of secondary data 6ere $ri)arily the &nternet ( Journals ( ne6s$a$er( annual
re$ort( data+ase availa+le in the li+rary( catalo*ues and $resentations'
RESEARCH DESI7N: DESCRIPTIVE
Descri$tive studies are 6ell structured( they tend to +e ri*id and its a$$roach can not +echan*ed every no6 and then' Descri$tive study can +e divided in t6o cate*ories%
?A@ #ross sectional
?4@ 5on*itudinal
Descri$tive study is undertaken in )any circu)stances%
"' hen the researcher is interested in kno6in* the characteristics of certain *rou$s such
as a*e( $rofession'
' hen the researcher is interested in kno6in* the $ro$ortion of $eo$le in *iven
$o$ulation 6ho have +ehaved in a $articular )anner( )akin* $roJection of certain thin*s'
The o+Jective of this kind of study is to ans6er the 6hy( 6ho( 6hat (6hen and ho6 of the
su+Ject under consideration' 6e 6ill +e takin* descri$tive +ecause our research includes
the kno6in* the satisfaction level of Nokia '
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TYPES OF 9UESTIONS:
OPEN ENDED:They *ive the res$ondents co)$lete freedo) to decide the for)( len*th and detail of the
ans6er' /$en Cuestions are $referred 6hen the researchers is interested in kno6in* 6hat
is u$$er )ost in the )ind of res$ondents'
DICHOTOMOUS:This ty$e of Cuestions have only t6o ty$e of ans6er( yes or no' true or false etc'
MULTIPLE CHOICE 9UESTIONS:
&n the case of )ulti$le choice Cuestion the res$ondents is offered t6o or )ore choices'The
researcher e8hausts all the $ossi+le choices and the res$ondent has to indicate 6hichone is
a$$lica+le in this case'
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#ha$ter = DATA ANA57S&S 2 &NT1RPR1TAT&/N
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#haracteristics of the Res$ondent %-
e had taken "9 res$ondents(out of the) L
y "! 6ere )ale 2 "> 6ere fe)ale'
y .> 6ere )arried 2 > 6ere un)arried'
y > 6ere u$to .! yrs 2= 6ere a+ove .!'y $eo$le 6ere self e)$loyed("> $rofessionals("9 salaried(. house 6ives(2" 6ere students'
y "". res$ondents 6ere university de*ree holder and a+ove( "" 6ere hi*h school 2 only " had
*ot ele)entary education'
y The inco )e level of = res$ondents- u$ to "!(!!!'
y res$ondents Lu$to .!(!!!'
y 9 res$ondents - u$to 9!(!!!'
y res$ondents - )ore than 9!(!!!'
y =, res$ondents Lno inco)e'
?N"9@
#haracteristics Nu)+er Percenta*e?@
GenderMale "! >9'
Be)ale "> "='=
Marital status
Married .> .!'=
Un)arried > ,'
A*e *rou$
U$to .! years > '=
A+ove .! years = .'
/ccu$ation
Self e)$loyed !'>Professional "> "='=
Salaried "9 "'
;ouse 6ife . '=
Student . 9!'=
1ducation level
University de*ree "". ,!'=
2 a+ove "" >'>
;i*h school " '>
1le)entary level
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&nco)e level
U$to Rs "!(!!! = ..'U$to Rs .!(!!! "'
U$to Rs 9!(!!! 9 ='!
Greater than "'
9!(!!! =, .,'
No inco)e
t-TA451
y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O
ADH&RT&S1M1NT
AG1 N M1AN SD t-HA5U1
"!-.! > '"> "'=
.! and a+ove = '= "',!, '>9, NS
NS-Not si*nificant
y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1OAPP1ARAN#1
AG1 N M1AN SD t-HA5U1
"!-.! > '99 "'.. '" NS
.! and a+ove = '9" "',"
NS-Not si*nificant
y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O PR
AG1 N M1AN SD t-HA5U1
"!-.! > "'. "'! '=" NS
.! and a+ove = "'9. "'."
NS-Not si*nificant
1-
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y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O
BUN#T&/N
AG1 N M1AN SD t-HA5U1
"!-.! > "'" "'.>
.! and a+ove = "' "'=.> '.=" NS
NS-Not si*nificant
y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O
UA5&T7
AG1 N M1AN SD t-HA5U1
"!-.! > "'. '," '.", NS
.! and a+ove = "'. "'!=9
NS-Not si*nificant
y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O4RAND &MAG1
AG1 N M1AN SD t-HA5U1
"!-.! > '!9 "'.
.! and a+ove = "'= "'=> '9=9QQ
QQ si*nificant at '!" level'
y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O
S1RH
AG1 N M1AN SD t-HA5U1
"!-.! > "'> "'. '= NS
.! and a+ove = "'! "'=>>
NS-Not si*nificant
y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1OR1#/MM1ND1D 47 BR&1NDS
AG1 N M1AN SD t-HA5U1"!-.! > "'= "'> "'"!> NS
.! and a+ove = "'.> "'=,
NS-Not si*nificant
y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O
/T;1RS
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AG1 N M1AN SD t-HA5U1
"!- > '!9 '."> "'"!. NS
.!
.! and a+ove = '!! '!!!
NS-Not si*nificant
y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STO
S5/GAN
AG1 N M1AN SD t-HA5U1
"!-.! > '" "'"
.! and a+ove = '>, '! '9 NS
NS-Not si*nificant
y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STO
PTUR1
AG1 N M1AN SD t-HA5U1
"!-.! > '!, "'", '>, QQ
.! and a+ove = '>" "'9
QQ si*nificant at '!" level'
y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STO#/5/R
AG1 N M1AN SD t-HA5U1
"!-.! > '"> "'!. '>=. NS
.! and a+ove = "',> "'=
NS-Not si*nificant
y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STOST/R7
AG1 N M1AN SD t-HA5U1
"!-.! > '! "'." "',9 NS
.! and a+ove = '"" "'.>
NS-Not si*nificant
1
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y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STO
SP/:1SP1RS/N
AG1 N M1AN SD t-HA5U1
"!-.! > '9= "'>! "',=Q
.! and a+ove = "'> "'>"
Q si*nificant at '!9 level
y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STO
MUS
AG1 N M1AN SD t-HA5U1
"!-.! > "'=! "'"!, ',
NS
.! and a+ove = "' "'=.
NS-Not si*nificant
y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STO /T;1RSAG1 N M1AN SD t-HA5U1
"!-.! > ' "',>9
.! and a+ove = "'". "'9". .'.,
QQ
QQ si*nificant at '!" level'
y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STO
R1#/MM1ND1D 47 BR&1NDS
AG1 N M1AN SD t-HA5U1
"!-.! > "' "'=,= "'>
NS.! and a+ove = "'. "'9"!
NS-Not si*nificant
y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STO
/T;1RS
AG1 N M1AN SD t-HA5U1
"!-.! > "'"= "'", '"9,Q
.! and a+ove = '9. "'".,
Q si*nificant at '!9 level'
y SP1#&BAT&/N RAT&NG /B N/:& A M/4&51'
PR
AG1 N M1AN SD t-HA5U1
"!-.! > .'= "'!9 '9=
.! and = .'9" "'!",
a+ove
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NS-Not si*nificant
y SP1#&BAT&/N RAT&NG /B N/:& A M/4&51'
4ATTAR7 4A#: UP
AG1 N M1AN SD t-HA5U1
"!-.! > '9> "'",!
.! and a+ove = '99 "'.. '"!.
NSNS-Not si*nificant
y SP1#&BAT&/N RAT&NG /B N/:& A M/4&51'&-B&I GPS #/NN1#T&H&T7
AG1 N M1AN SD t-HA5U1
"!-.! > '9. "'!"
.! and = ',> ', '=9,QQ
a+ove
QQ si*nificant at '!" level'
y SP1#&BAT&/N RAT&NG /B N/:& A M/4&51'
1RT7 :174/ARD I T/U#;PAD
AG1 N M1AN SD t-HA5U1
"!-.! > ',! "'!!" '!>,NS
.! and a+ove = '," "'"9>
NS-Not si*nificant
y SP1#&BAT&/N RAT&NG /B N/:& A M/4&51'5//:S
AG1 N M1AN SD t-HA5U1
"!-.! > ' ',= .'QQ
.! and a+ove = ', "'"!
QQ si*nificant at '!" level'
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#ha$ter ='Su))ary and #onclusions
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' C/"r/@,&'" %- &n the a+ove analysis( > of the res$ondent *ave their o$inion as hi*hly satisfied 6ith the
features of the soft6are co)$ati+lity(9 of the res$ondents *ave their o$inion as satisfied(! of the res$ondents
6ere not satisfied'
.' S#$?/r" C/p/)&5&$( %- &n the a+ove analysis( . of the res$ondent *ave their o$inion as hi*hly satisfied 6ith the
features of the soft6are co)$ati+lity(=> of the res$ondents *ave their o$inion as satisfied("9 of the res$ondents
6ere not satisfied'
=' Bu&5$ &0 "r( %- &n the a+ove analysis( " of the res$ondent *ave their o$inion as hi*hly satisfied 6ith thefeatures of the +uilt in )e)ory(99 of the res$ondents *ave their o$inion as satisfied(= of the res$ondents 6ere
not satisfied'
9' A++"!!r&"!: -&n the a+ove analysis( = of the res$ondent *ave their o$inion as hi*hly satisfied 6ith the features
of the accesories(9 of the r es$ondents *ave their o$inion as satisfied(! of the res$ondents 6ere not satisfied'
' B/$$"r( )/+;up %- &n the a+ove analysis( =! of the res$ondent *ave their o$inion as hi*hly satisfied 6ith the
+attery(=! of the res$ondents *ave their o$inion as satisfied(! of the res$ondents 6ere not satisfied'
SUGG1ST&/NS
"' Most of the res$ondents 6ere satisfied 6ith the $rice( co)$any i)a*e and 4attery +acku$ of Nokia' So it is
su**ested that the sa)e standard is to the )aintained'
' Bactors like after service( audio out$ut( soft6are co)$ati+ility and s$ecial features are ad)ired the res$ondents(
hence this features has to +e continued'
.' Re*ardin* +uilt in )e)or y and +rand i)a*e( a fe6 of the res$ondents e8$ressed their dissatisfaction' so this
factor has to +e i)$roved 6ith a vie6 to attract )ore custo)ers and to retain the e8istin* custo)ers'
=' To attract custo)ers situated in all areas( advertise)ent can +e *iven throu*h all )edia to attract custo)ers in
rural areas'
9' The sales $ro)otion offers are not i)$ressive' ;ence( the co)$any should 6or k to6ards $rovidin* )ore sales
$ro)otion offers to attr act the custo)ers 'The custo)ers are not satisfied 6ith the $rice level( so they can +etter
consider the $rice level'
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#/N#5US&/N
Any research 6ithout conclusion is ai)less' So( reachin* an un+iased anduna)+i*uous conclusion is our reCuire)ent'The i)$ortant $roduct attri+utes
of any Mo+ile like $rice and co)$any i)a*e have received favora+le
a$$reciation fro) the res$ondents' Product attri+utes like +attery +acku$(a$$earances( soft6are co)$ati+ility and audio out$ut have also +een
a$$reciated' &t is certified that the consu)er +ehavior conce$t is anun$redicta+le one in any kind of )arket '4ut this study has atte)$ted its +estto reveal the sa)e' The $roJect titled( hel$ed us
A S$u'( # T%" !/$&!#/+$&0
5","5 # N;&/U!"r!< to find out the attitude of $eo$le to6ards advertise)entand also the effect of advertise)ent on their +uyin* +ehavior' 4uildin* of
+rand i)a*e $lays a very i)$ortant role in the eyes of the custo)er for the
future Pros$ect' Advertise)ent also $lays a )aJor role 6hen it co)es to+uyin* a ne6 $roduct of that co)$any'
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#;APT1R L 4i+iolo*ra$hy
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R1B1R1N#1S4//:S%
y Marketin* Mana*e)ent % Phili$ :ottler
y Marketin* Research % Phili$ :ottler 2 /thers
y Marketin* research +ook +y Naresh :' Malhotra ?fifth edition @
y &ndian 0ournal of Marketin* July !!,
y &ndian 0ournal of Marketin* June !!
y 4usiness Today June !!>
S1AR#; 1NG&N1S%
%$$p:@@???.!+r&)'.+
%$$p:@@???.?&;&p"'&/.+
%$$p:@@???.0;&/.+
%$$p:@@???.5".+
%$$p:@@???.0;&/.+.&0
%$$p:@@???.$r5/.+
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A$$endi8
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U1ST&/NNA&R1
Section- A Personal infor)ation
"' Na)e-
' Gender- Male ? @ Be)ale ? @
.' Martial status- Married? @ sin*le ? @
=' A*e Grou$- ? @ "!- ! ? @ !- .! ? @ .!-9! ? @ 9! 2 a+ove
9' /ccu$ation
? @ Self 1)$loyed
? @ Professional
? @ Salaried
? @ ;ouse 6ife
? @ Student
? @ /thers '
' 1ducation 5evel
? @ University de*ree 2 a+ove
? @ ;i*h School
? @ 1le)entary 5evel
? @ &lliterate
' &nco)e 5evel? $er )onth@
? @ Rs'"!!!!
? @ Rs'.!!!!
? @ Rs'9!!!!
? @ Greater than Rs'9!!!!? @ No &nco)e
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&@ /thers '''''''''''''''''''''''
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",@ Do you think $rolon*ed use?use under lon* $eriod@ of )o+ile $hone 6ould cause
health $ro+le) e'*'cancer
o 7es
o No
o No co))ent
!@ here did you often see the )o+ile advertise)ent )ulti$al o$tionO
A@ TH 4@ Ne6s $a$er
#@ Ma*aEine D@ /nline
1@ /utdoor B@ Radio
G@ 5eaflets
;@ /ther $lease s$ecify
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=' 6erty
key+oardI
touch$ad
9' 5ooks
' Advertisin*
Bu!&0"!! r"5/$"'.#"/$ur"!
,@ hat 6as the )ost strikin* feature of the N/:&A handsets that $ro)$ted you to +uy
N/:&A handsetO
'
'
.!@ hat additional features 6ould you like to have in your ;andsetO Please s$ecify'
'
'
."@ &f you *et an o$tion to chan*e your handset( 6ould you stick 6ith N/:&A or *o in for
any other co)$any' &f no $lease )ention the na)e of the co)$any'
A@ 71S 4@ N/
.@ ould you su**est others to +uy N/:&A ;andsetO
A@ 71S 4@ N/
..@ $lease rank fro) "-9 re*ardin* custo)er care services of your handset'
"' very satisfied 'Cuite satisfied .'neutral ='Cuite dissatisfied'
.=@Do you think that $eriod of 6arranty of nokia is satisfactoryO
"'71S ? @ 'N/ ? @ .'#ant say ? @
.9@Nu)+er of nokia handsets users in your fa)ily%-
"'one ? @
'T6o ? @
.'Three ? @
='Bour ? @
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9'More than four ? @
.@Ty$e of handset you are usin*%-
"'4lack and 6hite ? @
'#olor ? @
.'6erty key$ad ? @
='Touch screen ? @
.@ Do you think Nokia is do)inatin* over handset industry
"' 7es ? @ ' No ? @ .'#ant say ? @
.>@ 6hat 6as your first Nokia )o+ile handset
.,@ ;o6 is ca)era Cuality of Nokia'Give rank +et6een "-9'$lease tick only one'
"'very lo6 ? @
'lo6 ? @
.')ediu) ? @
=';i*h ? @
9' very hi*h ? @
=!@ Do you think that your trust has increased after incident of re$lace)ent of +atteries?45-9#@
"'yes ? @ ' No ? @ .' #ant say ? @
="@ Are you a6are of recyclin* of Nokia handset %-
"'7es ? @ ' No ? @ .' #ant say ? @
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