MINOR PROJECTONANALYSIS OF CONSUMER SATISFACTION STRATEGIES AT SAMSUNG MOBILE PHONES

SUBMITTED IN PARTIAL FULFILMENT OF THE REQUIREMENT OF BACHELOR OF BUSINESS ADMINISTRATION (BBA)GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY,DELHI

FACULTY GUIDE SUBMITTED BY:

SESSION 2013-2016GURU GOBIND SINGH INDRAPRASTHA UNIVERSITYSECTOR-16C, DWARKA,NEW DELHI - 110075

CERTIFICATEThis is to certify that the project analysis of consumer satisfaction strategies at Samsung mobile phones is an academic work done by Mr. MANPREET SINGH under my guidance and direction.To the best of my knowledge and belief, the data and information presented by him in the project have not been submitted earlier.

Project guide

AcknowledgmentI wish to express my sincere gratitude to Dr.RAVI.K.DHARdirectorof JAGANNATH INTERNATIONAL MANAGEMENT SCHOOL, Prof. S.K DOGRA our head of department (HOD) for bachelor in business administration (BBA) and JIMS for providing me an opportunity to do my minor project report on analysis of consumer satisfaction strategies at Samsung mobile phones. This project bears an imprint of many people. I thanks to my project guide Prof. VIPUL SINGH, for his guidance and encouragement.

INDEX

S. NoTopic Page No.

1.Introduction 05-06

2.Objectives07

3.Company profile 08-09

4.History 10-18

5.Sponsorship 19-20

6.Products 21-26

7.Project design 27-37

8.Customer satisfaction index 38-39

9.Bibliography 40

SAMSUNG

Founded :1938

Founders :Lee Byung-chul

Headquarters :Seoul,South Korea

Area served :Worldwide

Key people :Lee Kun-hee(ChairmanofSamsung Electronics)

Products :Apparel, chemicals,consumer electronics, electronic components, medical equipment, precision instruments,semiconductors, ships,telecommunications equipment

Services :Advertising,construction, entertainment,financial services, hospitality, information and communications technology services, medical services, retail

Revenue :US$327 billion (2013)

Net income :US$ 30.1 billion (2013)

Total assets :US$ 100.4 billion (2013)

Total equity :US$ 70.3 billion (2013)

Employees :427,000 (2013)

Subsidiaries :Samsung ElectronicsSamsung Life InsuranceSamsung Fire & Marine InsuranceSamsung Heavy IndustriesSamsung C&TSamsung SDSSamsung Techwinetc.

Website :Samsung.com

Objectives

To Find out Dealers expectation to sell, promote a particular brand of CDMA mobile. To Find Out the consumers expectation to buy a particular brand of CDMA mobile. To study a consumer choose a new CDMA handset, how does a CDMA mobile consumer upgrade handset choice, it mean what features he/she wants in handset. To know features customer likes more in handset? To Analysis regarding customers complains.

Company Profile

Samsung India is the hub for Samsung's South West Asia Regional operations. The South West Asia Headquarters, under the leadership of Mr. J S Shin, President & CEO, Samsung India which commenced its operations in India in December 1995 enjoys a sales turnover of over US$ 1Bn in just a decade of operations in the country.Headquartered in New Delhi, Samsung India has widespread network of sales offices all over the country. The Samsung manufacturing complex housing manufacturing facilities for Color Televisions, Mobile phones, Refrigerators and Washing Machines are located at Noida, near Delhi. Employing approximately 138,000 people in 124 offices in 56 countries, Company consists of five main business units: Digital media Business LCD Business Semiconductor Business Telecommunications Digital Appliance BusinessSamsung India Mobile:Samsung India Mobile a telecom equipment manufacturer, head office in New Delhi and country head Mr. SUNIL DUTT. Samsung has divided the mobile business in to areas:

GSM Mobile Business.

CDMA Mobile Business.

HISTORYName: According to the founder of Samsung Group, the meaning of theKoreanhanjawordSamsung() is "Tri-Star" or "three stars". The word "three" represents something "big, numerous and powerful. The stars mean eternity

1938 to 1970

The headquarters ofSanghoesin Daegu in the late 1930sIn 1938,Lee Byung-chull(19101987) of a large landowning family in theUiryeongcounty came to the nearbyDaegucity and foundedSamsung Sanghoe(, ), a small trading company with forty employees located in Su-dong (now Ingyo-dong).It dealt in groceries produced in and around the city and produced its own noodles. The company prospered and Lee moved its head office to Seoul in 1947. When theKorean Warbroke out, however, he was forced to leave Seoul and started asugar refineryinBusannamedCheilJedang. After the war, in 1954, Lee foundedCheilMojikand built the plant in Chimsan-dong,Daegu. It was the largest woolen mill ever in the country and the company took on the aspect of a major company.Samsung diversified into many areas and Lee sought to help establish Samsung as an industry leader in a wide range of enterprises, moving into businesses such as insurance, securities, and retail. President Park Chung Hee placed great importance on industrialization, and focused his economic development strategy on a handful of large domestic conglomerates, protecting them from competition and assisting them financially.In 1947, Cho Hong-jai (the Hyosung groups founder) jointly invested in a new company called Samsung MulsanGongsa, or the Samsung Trading Corporation, with the Samsung Group founder Lee Byung-chull. The trading firm grew to become the present-day Samsung C&T Corporation. But after some years Cho and Lee separated due to differences in management between them. He wanted to get up to a 30% group share. After settlement, Samsung Group was separated into Samsung Group andHyosungGroup,Hankook Tire, and others.In the late 1960s, Samsung Group entered into the electronics industry. It formed several electronics-related divisions, such as Samsung Electronics Devices, Samsung Electro-Mechanics, Samsung Corning, and Samsung Semiconductor & Telecommunications, and made the facility inSuwon. Its first product was a black-and-white television set.1970 to 1990

The SPC-1000, introduced in 1982, was Samsung's first personal computer (Korean market only) and uses an audiocassette tapeto load and save data thefloppy drivewas optionalIn 1980, Samsung acquired theGumi-basedHangukJeonjaTongsinand entered the telecommunications hardware industry. Its early products were switchboards. The facility was developed into the telephone and fax manufacturing systems and became the center of Samsung's mobile phone manufacturing. They have produced over 800 million mobile phones to date. The company grouped them together under Samsung Electronics in the 1980s.After Lee, the founder's death in 1987, Samsung Group was separated into four business groupsSamsung Group, Shinsegae Group,CJ Group, and the HansolGroup.Shinsegae (discount store, department store) was originally part of Samsung Group, separated in the 1990s from the Samsung Group along with CJ Group (Food/Chemicals/Entertainment/logistics) and the Hansol Group (Paper/Telecom). Today these separated groups are independent and they are notpart of or connected to the Samsung Group.OneHansol Group representative said, "Only people ignorant of the laws governing the business world could believe something so absurd", adding, "When Hansol separated from the Samsung Group in 1991, it severed all payment guarantees and share-holding ties with Samsung affiliates." One Hansol Group source asserted, "Hansol, Shinsegae, and CJ have been under independent management since their respective separations from the Samsung Group". One Shinsegae department store executive director said, "Shinsegae has no payment guarantees associated with the Samsung Group".In 1980s, Samsung Electronics began to invest heavily in research and development, investments that were pivotal in pushing the company to the forefront of the global electronics industry. In 1982, it built a television assembly plant in Portugal; in 1984, a plant in New York; in 1985, a plant in Tokyo; in 1987, a facility in England; and another facility inAustin, Texas, in 1996. As of 2012, Samsung has invested more thanUS$13 billionin the Austin facility, which operates under the name Samsung Austin Semiconductor. This makes the Austin location the largest foreign investment inTexasand one of the largest singleforeign investmentsin theUnited States.1990 to 2000Samsung started to rise as an international corporation in the 1990s.Samsung's construction branchwas awarded a contract to build one of the twoPetronas TowersinMalaysia,Taipei 101inTaiwanand theBurjKhalifainUnited Arab Emirates.In 1993,Lee Kun-heesold off ten of Samsung Group's subsidiaries, downsized the company, and merged other operations to concentrate on three industries: electronics, engineering, and chemicals. In 1996, the Samsung Group reacquired theSungkyunkwan Universityfoundation.Samsung became the largest producer of memory chips in the world in 1992, and is the world's second-largest chipmaker afterIntel(seeWorldwide Top 20 Semiconductor Market Share Ranking Year by Year).In 1995; it created its firstliquid-crystal displayscreen. Ten years later, Samsung grew to be the world's largest manufacturer of liquid-crystal display panels.Sony, which had not invested in large-sizeTFT-LCDs, contacted Samsung to cooperate, and, in 2006,S-LCD was established as a joint venture between Samsung and Sony in order to provide a stable supply of LCD panels for both manufacturers.S-LCDwas owned by Samsung (50% plus one share) and Sony (50% minus one share) and operates its factories and facilities in Tangjung,South Korea. As of 26 December 2011 it was announced that Samsung had acquired the stake of Sony in this joint venture.Compared to other major Korean companies, Samsung survived the1997 Asian financial crisisrelatively unharmed. However,Samsung Motorwas sold toRenaultat a significant loss. As of 2010,Renault Samsungis 80.1 percent owned byRenaultand 19.9 percent owned by Samsung. Additionally, Samsung manufactured a range ofaircraftfrom the 1980s to 1990s. The company was founded in 1999 as Korea Aerospace Industries (KAI), the result of merger between then three domestic majoraerospacedivisions of Samsung Aerospace, Daewoo Heavy Industries, and Hyundai Space and Aircraft Company. However, Samsung still manufacturesaircraft enginesandgas turbines.2000 to 2014

The Samsung pavilion atExpo 2012.In 2000, Samsung opened acomputer programminglaboratory inWarsaw, Poland. Its work began with set-top-box technology before moving into digital TV and Smartphones. As of 2011, the Warsaw base is Samsung's most importantR&Dcenter in Europe, forecast to be recruiting 400 new-hires per year by the end of 2013.In 2001, Samsung Techwin became the sole supplier of a combustor module for theRolls-RoyceTrent 900used by theAirbus A380, the world's largest passenger airliner. SamsungTechwin is also a revenue-sharing participant in theBoeing's787 DreamlinerGEnx engine program.

The prominent Samsung sign inTimes Square,New York City.In 2010, Samsung announced a ten-year growth strategy centered around five businesses. One of these businesses was to be focused onbiopharmaceuticals, to which the company has committed2.1 trillion.In December 2011, Samsung Electronics sold itshard disk drive(HDD) business toSeagate.In first quarter of 2012, Samsung Electronics became theworld's largest mobile phone makerby unit sales, overtakingNokia, which had been the market leader since 1998.On 21 August's edition of theAustin American-Statesman, Samsung confirmed plans to spend 3 to 4 billion dollars converting half of its Austin chip manufacturing plant to a more profitable chip.The conversion should start in early 2013 with production on line by the end of 2013. On March 14 2013, Samsung unveiled theGalaxy S4.On August 24 2012, nine American jurorsruledthat Samsung had to payApple$1.05 billion in damages for violating six of its patents onsmartphone technology. The award was still less than the $2.5 billion requested by Apple. The decision also ruled that Apple did not violate five Samsung patents cited in the case. Samsung decried the decision saying that the move could harm innovation in the sector. It also followed a South Korean ruling stating that both companies were guilty of infringing on each other's intellectual property.In first trading after the ruling, Samsung shares on theKospi indexfell 7.7%, the largest fall since October 24, 2008, to 1,177,000Korean won. Apple then sought to ban the sales of eight Samsung phones (Galaxy S 4G, Galaxy S2 AT&T, Galaxy S2 Skyrocket, Galaxy S2 T-Mobile, Galaxy S2 Epic 4G, Galaxy S Showcase, Droid Charge and Galaxy Prevail) in the United Stateswhich has been denied by the court.On September 4 2012, Samsung announced that it plans to examine all of its Chinese suppliers for possible violations of labor policies. The company said it will carry out audits of 250 Chinese companies that are its exclusive suppliers to see if children under the age of 16 are being used in their factories.In 2013, a New Zealand news outlet reported a number of Samsung washing machines spontaneously catching on fire.The corporation is expected to spend $14 billion on advertising and marketing in 2013, with publicity appearing in TV and cinema ads, on billboards, and at sports and arts events. In November 2013, the corporation was valued at $227 billion.In May of 2014, Samsung announced it will be shutting down its streaming service on July 1, 2014, also meaning the end of the Samsung Music Hub app that typically comes installed on its Android phones.On September 3, 2014, Samsung announcedGear VR, a virtual reality device in collaboration withOculus VRand developed for theGalaxy Note 4.In October 2014, Samsung announced a $14.7 billion investment to build a chip plant in South Korea. Construction will begin next year with production beginning in 2017. The company has not yet decided the type of chips to be produced.In October 2014, Samsung also announced it would invest $560 million in the construction of a new 700,000 square metre production complex inVietnam.Samsung plans to launch a new set of services beginning early 2015. The goal of this new suite of business offerings, dubbed Samsung 360 Services, is to become a help desk of sorts for businesses IT departments. The customizable services range from technical support to security solutions for having a Samsung employee embedded in a client's business as an on-site support manager or technology consultant.Logo

The Samsung Byeolpyo noodles logo, used from late 1938 until replaced in 1958.

The Samsung Group logo, used from late 1969 until replaced in 1979

The Samsung Group logo (three stars), used from late 1980 until replaced in 1992

The Samsung Electronics logo, used from late 1980 until replaced in 1992

Samsung's current logo, in use since 1993.

The current Samsung logo design is intended to emphasize flexibility and simplicity while conveying a dynamic and innovative image through the ellipse, the symbol of the universe and the world stage. The openings on both ends of the ellipse where the letters "S" and "G" are located are intended to illustrate the company's open-mindedness and the desire to communicate with the world. The English rendering is a visual expression of its core corporate vision, excellence in customer service through technology.The basic color in the logo is blue, which the company has employed for years, symbolizing stability, reliability, andcorporate social responsibility.

Sponsorship

Samsung are the current sponsors ofPremier Leaguefootball clubChelsea.Samsung, which started as a domestic sponsor of theOlympicsinSeoul 1988, has been a worldwide Olympic partner since the1998 Winter Olympics.Samsung operating many sports clubs, football clubSuwon Samsung Blue wings, baseball clubSamsung Lions, basketball clubSeoul Samsung Thunders, volleyball clubDaejeon Samsung Fire Blue fangsand etc.Samsung also sponsors a formerStar craftBrood Warand currentStar craft IIandLeague of Legendsprofessional gaming team namedSamsung Galaxy. Samsung has sponsored the team since 2000.Samsung Electronics spent an estimated $14 billion (U.S.) more thanIcelands GDP on advertising andmarketingin 2013. At 5.4% of annual revenue, this is a larger proportion than any of the worlds top-20 companies by sales (Applespent 0.6% andGeneral Motorsspent 3.5%). Samsung became the world's biggest advertiser in 2012, spending $4.3 billion, compared to Apple's $1 billion. Samsung's global brand value of $39.6 billion is less than half that of Apple.

In 2007 Samsung Business reported over 40% growth and became the second largest mobile device manufacturer in the world.Its market share was 14% in Q4 2007, growing up from 11.3% in Q4 2006.At the end of November 2011, Samsung sold more than 300 million mobile devices which was a close second after Nokia with 300.6 million mobile devices sold in the first three quarter of 2011.As of Q3 2012, Samsung is the largest manufacturer of devices runningGoogle Androidwith a 46% market share.

ProductsLCD and LED panels

TheSamsung Galaxy S II, which incorporates a Super AMOLED Plus screenSee also:OLED Display: Samsung applicationsBy 2004 Samsung was the world's-largest manufacturer of OLEDs, with a 40 percent market share worldwide,and as of 2010 has a 98% share of the globalAMOLEDmarket.The company generated $100.2 million out of the total $475 million revenues in the global OLED market in 2006.As of 2006, it held more than 600 American patents and more than 2,800 international patents, making it the largest owner ofAMOLEDtechnology patents.Samsung's currentAMOLEDSmartphones use itsSuper AMOLEDtrademark, with theSamsung Wave S8500and Samsung i9000 Galaxy Sbeing launched in June 2010. In January 2011, it announced its Super AMOLED Plus displays which offer several advances over the olderSuper AMOLEDdisplays real stripe matrix (50 percent more sub pixels), thinner form factor, brighter image and an 18 percent reduction in energy consumption.In October 2007, Samsung introducing a ten-millimeter thick, 40-inch LCD television panel, followed in October 2008 by the world's first 7.9-mm panel.Samsung developed panels for 24-inch LCD monitors (3.5mm) and 12.1-inch laptops (1.64mm).In 2009, Samsung succeeded in developing a panel for forty-inch LED televisions, with a thickness of 3.9 millimeters (0.15inch). Dubbed the "Needle Slim", the panel is as thick (or thin) as two coins put together. This is about a twelfth of the conventional LCD panel whose thickness is approximately 50 millimeters (1.97inches).While reducing the thickness substantially, the company maintained the performance of previous models, including full HD resolution; 120Hz refresh rate, and 5000:1 contrast ratio.On September 6, 2013, Samsung launched its 55-inch curved OLED TV (model KE55S9C) in the United Kingdom with John Lewis.In early October 2013, the Samsung Corporation disseminated a press release for its curved display technology with the Galaxy Round Smartphone model. The press release described the product as the "worlds first commercialized full HD Super AMOLED flexible display." The manufacturer explains that users can check information such as time and battery life when the home screen is off, and can receive information from the screen by tilting the device.Mobile phones

Samsung Galaxy Note seriesSamsung's flagship mobile handset line is theSamsung Galaxy S, which many consider a direct competitor of the Apple iPhone it was initially launched in Singapore, Malaysia and South Korea in June 2010, followed by the United States in July. It sold more than one million units within the first 45 days on sale in the United States.The company's I9000 Galaxy S and S8500 Wave Smartphone were the winners of the 2010 European EISA Awards in the Smartphone and social media phone categories.While many other handset makers tended to focus on supporting one or two operating system, Samsung for a time kept supporting a wider range, likeSymbian,Windows Phone, Linux-basedLimo, and Samsung's proprietaryBada.By 2013 Samsung had dropped all operating systems except Android and Windows Phone. That year Samsung released at least 43 Android phones or tablets and two Windows Phones.At the end of the third quarter of 2010, the company had surpassed the 70 million unit mark in shipped phones, giving it a global market share of 22 percent, trailingNokiaby 12 percent.Overall, the company sold 280 million mobile phones in 2010, corresponding to a market share of 20.2 percent.Partially owing to strong sales of theSamsung Galaxyrange of Smartphones, the company overtook Apple in worldwide Smartphone sales during the third quarter 2011, with a total market share of 23.8 percent, compared to Apple's 14.6-percent share.Samsung became the world's largest cell phone maker in 2012, with the sales of 95 million smart phones in the first quarter.During the third quarter of 2013, Samsung's Smartphone sales were boosted by a strong consumer reception in emerging markets such as India and the Middle East, where lower-priced handsets were popular. As of October 2013, the company offers 40 Smartphone models on its US website.Semiconductors

A Samsung DDR-SDRAMSamsung Electronics has been the world's-largest memory chip maker since 1993. In 2009 it started mass-producing 30nm-class NAND flash memories.It succeeded in 2010 in mass-producing 30nm-class DRAMs and 20nm-class NAND flashes, both of which were the first time in the world.According to market-research firm Gartner, during the second quarter of 2010 Samsung Electronics took the top position in the DRAM segment due to brisk sales of the item on the world market. Gartner analysts said in their report, "Samsung cemented its leading position by taking a 35-percent market share. All the other suppliers had minimal change in their shares." The company took the top slot in the ranking, followed by Hynix, Elpida, and Micron, said Gartner.Another hitherto not-well-publicized area where the company had significant business in for years is thefoundry segment. It had begun investment in the foundry business since 2006 and now positioned it as one of the strategic pillars for semiconductor growth.In 2010, market researcher IC Insights predicted that Samsung would become the world's-biggest semiconductor chip supplier by 2014, surpassingIntel. For the ten-year period from 1999 to 2009, Samsung's compound annual growth rate in semiconductor revenues has been 13.5 percent, compared with 3.4 percent for Intel.TelevisionsIn 2009, Samsung sold around 31 million flat-panel televisions, enabling to it to maintain the world's largest market share for a fourth consecutive year.Samsung launched its first full HD 3D LED television in March 2010.Samsung had showcased the product at the 2010 International Consumer Electronics Show (CES 2010) held in Las Vegas.Samsung sold more than one million 3D televisions within six months of its launch. This is the figure close to what many market researchers forecast for the year's worldwide 3D television sales (1.23 million units).It also debuted the 3D Home Theater (HT-C6950W) that allows the user to enjoy 3D image and surround sound at the same time. With the launch of 3D Home Theater, Samsung became the first company in the industry to have the full line of 3D offerings, including 3D television, 3D Blu-ray player, 3D content, and 3D glasses.In 2007, Samsung introduced theInternet TV, enabling the viewer to receive information from the Internet while at the same time watching conventional television programming. Samsung later developed "Smart LED TV" (now renamed to "Samsung Smart TV") which additionally supports downloadedapps. In 2008, the company launched the Power Info link service, followed in 2009 by a whole new Internet@TV. In 2010, it started marketing the 3D television while unveiling the upgraded Internet@TV 2010, which offers free (or for-fee) download of applications from its Samsung Appsapp store, in addition to existing services such as news, weather, stock market, YouTube videos, and movies.Samsung Apps offers for-fee premium services in a few countries including Korea and the United States. The services will be custom-tailored for each region. Samsung plans to offer family-oriented applications such as health care programs and digital picture frames as well as games. Samsung's range ofsmart TVs includes the appsITV Playerand motion controlledAngry Birds.Other

TheSamsung GX-10digital SLR cameraSamsung produces printers for both consumers and business use, including mono-laser printers, color laser printers, multifunction printers, and enterprise-use high-speed digital multifunction printer models.In 2010, the company introduced a number of energy efficient products, including the laptop R580, net book N210, the world's-smallest mono-laser printer ML-1660, and color laser multifunction printer CLX-3185.Samsung has introduced several models ofdigital camerasandcamcordersincluding the WB550 camera, the ST550 dual-LCD-mounted camera, and the HMX-H106 (64GB SSD-mounted full HD camcorder). In 2009, the company took the third place in the compact camera segment. Since then, the company has focused more on higher-priced items. In 2010, the company launched the NX10, the next-generation interchangeable lens camera.In the area ofstorage media, in 2009 Samsung achieved a ten percent world market share, driven by the introduction of a newhard disk drivecapable of storing 250 GB per 2.5-inch disk.In 2010, the company started marketing the 320Gb-per-disk HDD, the largest in the industry. In addition, it was focusing more on selling external hard disk drives. Following financial losses, the hard disk division was sold to Seagate in 2011.In the MP3 player segment, Samsung has launched products including the M1 MP3 player, and the world's-smallestDivXMP3 player R1.

PROJECT DESIGN

A. Approach To The Problem

In Indian Mobile CDMA Market the SAMSUNG CDMA mobile is in growth stage. In growth stage we need to do following type of market studies.

Awareness studies: In this study we need to know how much customer awareness about the availability/lucrative features of Samsung handsets in the market. Attitude studies: This study elaborates the expectations and thinkings of seller and consumer as far as the CDMA mobile handset is concern. Positioning: By this study we would know positioning of Samsung CDMA mobile handsets in the mobile market. Promotion test: By this study we would know what are the factors that improve the sales of Samsung CDMA mobile handsets? Tracking studies: This study shows how Samsung CDMA mobile is competing with the competitors is. What are the factors we need to change/improve to beat the competitors?

Availability of handsets in shops

Above figure shows that Samsung is most preferred brand in CDMA mobile handsets among all the brands.

LG is close competitor of Samsung with 93%+ availability in retail mobile stores.

The availability of Spice, Huawei and Haier is also good in CDMA market with availability more than 50% mobile retail stores.

CDMA Mobile Market Share

Zigzag line shows CDMA market shares in retail stores.

CDMA mobile market share is vary in different stores.

Majority of CDMA mobile market share in stores vary between 20% - 40%.

CDMA Mobile Market Share

Samsungs market share is high among all the brands. In majority of mobile retail stores Samsungs CDMA mobile market share is half or more than 50%.

In most of the mobile stores Samsungs CDMA mobile market share is 30% - 40%.

LG is close competitor of Samsung; in majority of mobile shops market share of both of the brand is almost equal.

Consumer Demand of CDMA handsets of different brands

Extremly high Average Less No response or product is not available

Very high Very Less

High Not at all demand

In more than 70% of stores Samsungs demand is high/very high.

Comparative Study of Consumer demand:

Above figure shows consumer demand of Samsung CDMA mobile is very high. In 61% of retail mobile stores consumer demand is very high.

Approximate in 10% of retail mobile stores Samsung consumer demand is extremely high.

LG is close competitor of Samsung CDMA mobile, having 48% of very high consumer demand.

Haier demand is also very good among the consumer because of low price handsets.

Consumer pull

After sales service

From the above graph we can conclude that after sales service of LG CDMA mobile is some what better than Samsung CDMA mobile. After sales service is not satisfactory for all the brands.

Distribution

Consumer pull After sales service

Note: This is conclusion concluded by Chi square test by SPSS software. Only major component has taken. There is no significance impact of after sales service to consumer pull.

There is very high consumer pull despite average after sales services.

In most of the shops after sales service is good but not very good despite this consumer pull is high, where as in some shops after sales service is just average but consumer pull is high.

So we can say that there is no significance impact of after sales service to consumer pull.Consumer pull Distribution

Note: This is conclusion concluded by chi square test by SPSS software. Only major component has taken.

According to AmericanCustomer Satisfaction Index (ACSI)

Samsung Beats Apple in New Smartphone Customer Satisfaction Study from ACSIANN ARBOR, Mich.,(July 31, 2013) Samsung hits a home run with its Galaxy S III and Note II, according to a Smartphone brand study released today by the American Customer Satisfaction Index (ACSI). The new study provides 2013 customer satisfaction benchmarks for 10 of the past years top-selling Smartphone models in the United States.Samsungs flagship model for 2012, the S III, receives an ACSI benchmark of 84 (on a 0 to 100 scale), beating Apples iPhone 5 at 82, the companys most recent Smartphone offering. Another Samsung model, Note II, shares the top of list at 84. Galaxy S4 is not included because the ACSI study was fielded just prior to its launch.

While U.S. customers give Samsungs Smartphones the top scores, Korean consumers prefer Apple. According to the National Customer Satisfaction Index (NCSI) in South Korea, which uses the same technology as the ACSI, the iPhone 5 has higher customer satisfaction than Galaxy S III.The Smartphone segment of the cell phone market is growing at a rapid clip, and ACSI data suggest that Smartphone users are much more satisfied than are feature phone users. Overall, Smartphones earn a customer satisfaction score of 76 compared to 69 for feature phones.While feature phones are cheaper, and therefore viewed by many customers as better value, Smartphones excel in quality, says ClaesFornell, ACSI founder and Chairman. Smartphone receive strong marks for feature variety, design and ease of use, with battery life as their only real shortcoming.The iPhone 4S matches its successoriPhone 5with an ACSI score of 82. Apples iPhone 4 is just a point below at 81. On the other hand, at a score of 78, customer satisfaction with the Galaxy S II, precursor to the S III, is lower. Motorola Mobilitys Droid Razr Maxx HD comes in at 80, while the Droid Razr scores 77. The low end belongs to BlackBerry, far below competition, with 67 and 64, respectively, for its Curve and Bold Smartphone.Not only does Samsung edge ahead of all iPhones, Apple customers themselves dont see much difference between the iPhone 4, 4S or 5, says ACSI Director David VanAmburg. The latest earnings report from Apple was better than expected, but the name of the game for Apple has always been innovation. Samsung, on the other hand, shows a strong upward ACSI trend from the Galaxy S II to the Galaxy S III. If the S4 performs as wellor even betterin the eyes of customers, Samsung could threaten Apples dominance in overall customer satisfaction.The Smartphone brand study complements and expands the ACSIs coverage of thecell phone industry, updated in May 2013, gauging customer satisfaction with each companys complete array of product offeringsSmartphone and feature phones. As reported earlier, Apples overall ACSI score is 81, a 2% drop compared with 2012, but strong enough to retain the industry lead.Unlike Apple, which has a Smartphone-only lineup, Samsung offers both feature and Smartphone. At 76, Samsung continues to lag Apple for overall customer satisfaction. Nevertheless, the companys 7% gain in 2013 is a clear reflection of the strength of Galaxy S .According to Samsung: Satisfaction should not be a guarantee, It should be a given.Bibliography1)www.samsung.com

http://www.samsung.com/in/aboutsamsung/

2)www.wikipedia.org http://en.wikipedia.org/wiki/Samsung http://en.wikipedia.org/wiki/Samsung_Telecommunications http://en.wikipedia.org/wiki/Mobile_operating_system

3)www.theacsi.org/ http://www.theacsi.org/news-and-resources/press-releases/acsi-press-releases-2013/press-release-smartphone-brand-study-2013

38