cs on nokia wgl

7/30/2019 CS on nokia wgl

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CHAPTERI

INTRODUCTION


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CUSTOMER SATISFACTION

Marketing is the art of creating, satisfying customers by meeting the needs of

customers and by creating value satisfaction for them. As Peter Drucker says the

essence of marketing is that the entire business has to be seen from the point given of

the customer. However, customers face a vast array of product and brand choices

prices, supplies and to understand the needs and preferences of the customers it

becomes imperative for us to carry out research together information.

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

them and which will deliver and maximize value, within the bounds of research costs

and limited knowledge, mobility, and income they form an expectation of value and

act on it. Whether or not the offer lives up to the value expectation affects both

purchase and repurchase probability.

The purpose of any Marketing research is to provide information at a specific

time on customer, trade, competition and the future brands, so as to enable marketers

to formulate successful strategies in their quest for customers mind share and market

share.

The research helps the marketers to find out the attributes and variable that

influence the customers behavior towards a given product offering and it shapes the

attitudes of the customers favorably towards a specific product, thus by analyzing

these undertones the researcher can find out the levels of customer satisfaction, and

the results of the marketing research can help the marketers to analyze the weak spots

in their marketing strategies and can reformulate their strategies so that they can

satisfy their customers and maximize their brand loyalty and profitability.


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NEED AND IMPORTANCE OF THE STUDY

From the days of industrial revolution when goods & services were produced

to the present day, the emphasis has shifted from the producers to the customer and

his needs, and with the customer becoming more involved, in the marketing process

there is greater need for information regarding the customer needs. Preferences and

making them satisfied of the products & services, has led to a constant but increasing

need to conduct marketing research.

This research is an insight into the mind of the customer, with the help of

which the organizations will become aware of their pitfalls and in turn can also make

improvements in the product regarding the level of satisfaction of the customers

towards their offerings in the market place.

The Telecom industry is highly competitive in nature and due to rapid

advancements in the field of technology. Land line phones have become redundant

and the shift is clearly towards cellular services. As such there has been a greater need

to conduct market research studies. Since no risks can be entertained with regard to

the satisfaction of the people. Hence the need to constantly monitor the changing

preferences, attitudes of the customers becomes that much more necessary.

The basic need of this project is to know the Satisfaction amongst the

respondents, with regard to Nokia services and its products.


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OBJECTIVES OF THE STUDY

The study of customer attitudes would provide the company with necessary

insights to develop the product, its pricing strategy, and to design persuasive

promotional strategy. It would also support the organization to analyze its drawbacks

in its various strategies and to take corrective action to remain as market leaders.

The ultimate goal of every manufacturer is to get his sales enhanced and

sees it that the retailer and customer are fully satisfied. The success of every

manufacturer depends on his ability to spread his product for the widened market to

make products accessible to retailers to spread the product in the market.

To study the attitude and satisfaction among the customers for Nokia mobile

To study and analyze various factors influence the customers to purchase theNokia mobile.

To study the respondents opinion regarding Nokia mobile.

To identify the customer satisfaction towards Nokia product. To identify how customer know about Nokia products. To know the persons feeling towards the product. To prepare strategies for the business development of Nokia product over the

competitors.

To analyze the complaints and suggestions given by the customers.


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SCOPE OF THE STUDY:

The study attempts to identify the reach of Nokia mobile. Which would helpthe company in formulating the suitable strategies. The study also identifies

the attitudes and preferences of the consumers. The study also focused on

media through which the product reaches the consumers. The scope of project

work is to get the opinions from respondents on the issues mentioned earlier.

The scope of the study is limited. The study is a very minor contribution tothe company as it is only restricted to the twin cities (Warangal &

Hanmakonda). The study would only be a drop in the ocean, Can help the

distribution in twin cities.

RESEARCH OBJECTIVES

1) To study the Customer Satisfaction amongst the users of Nokiaproducts.

2) To study the satisfaction levels of Nokia mobile customers & Nokiafixed wireless customers.

3) To study the Satisfaction level of Nokia customers with regard to otherproducts and services offered by Nokia.

4) To make suggestions for improvement of their products & their servicesfrom the customers point of view based on this research to fulfill

customers needs.

5) To know the customers feed back towards the redressal of grievances byNokia.

6) To ascertain the role of media in promoting and creating awarenesstowards the diversified portfolio of Nokia products.

7) To find out the quality of service in terms of transmission coverage, clarityin the reception and connectivity of the various services that are being

offered by Nokia.


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RESEARCH METHODOLOGY

Research in common pursuance refers to a search for knowledge in a scientific

and systematic way for pursuant information on a specified topic.

Once the objective is identified that next step is to collect the data which is

relevance to the problem identified and analyze the collected data in order to find out

the hidden reasons for the problem. There are two types of data namely.

1. Primary Data2. Secondary Data

1. PRIMARY DATA

Primary data is to be collected by the concerned project researcher with

relevance to his problem. So the primary data is original in nature and is collected first

hand.

Collection of primary data

There are several methods of collecting primary data particularly in surveys

and descriptive researches. Important ones are as follows:

1. Observation Method2. Interview Method3. Questionnaire4. Schedule

1) OBSERVATION METHOD:

It is the most commonly used methods especially in studies relating to

behavioral sciences. This method implies the collection of information by way of

investigators own observation, without interviewing the respondents. The information

obtained relates to what is currently happening and is not complicated by either the

past behavior or future intentions or attitudes of respondents.


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2) INTERVIEW METHOD

The interview method of collecting data involves presentation of oral, verbal

stimuli and reply in terms of oral-verbal responses. This method can be used through

personal interview and, if possible, through telephone interview.

Personal Interview

The method of collecting information through personal interview is usually

carried out in a structured way. As such we call these interviews as structured

interviews. Such interviews involve the use of a set of predetermined questions and of

highly standardized techniques of recording. Thus, the interviewer in a structured

interview follows a rigid procedure laid down, asking questions in a given format and

the order prescribed. As against it, the unstructured interviews are characterized by

flexibility of approach to questioning. Unstructured interviews do not follow a system

of pre-determined questions and standardized techniques of recording information.

3) QUESTIONNAIRE

The researcher and the respondents do come in contact with each other if this

method of survey is adopted. Questionnaires are mailed to the respondents with a

request to return after completing the same. It is the most extensively used method in

various economic and business surveys & research. Questionnaire to be used must be

prepared very carefully so that it may prove to be effective in collecting the relevant

information.

Structured Questionnaire

Using structured questionnaire method, which contains close-ended questions,

collected the primary data with respect the problem chosen. The questions have some

options, from which the respondents have to choose a choice. As the answers lie

within a specified range they are called close-ended questions.

Open-ended questions are those questions where no choices are given to

respondents and respondents are free to express their choice or answer.


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The following sampling method was used.

Sampling:

Making a census of the entire universe will be out of the question in manymarketing research project on account of limitation of time and money. Hence,

sampling becomes inevitable.

Sample size:

The sample was taken from the universe on random sampling basis in

Hanamkonda. The sample size designed for this project is 50 keeping in mind the

paucity of time and also the customer base of the organization in the research area.

Research Methodology

A structured questionnaire was prepared and presented to the respondents and

related questions were asked. Questionnaires mainly contained close-ended questions

and a few open ended questions, to identify the reasons for customers satisfaction &

their dissatisfaction.

Secondary data

It is the data already existing, which has gone through some standard analysis.

Under the secondary data, the companys annual reports, broachers, pamphlets,

newspapers, journals and internet were taken into consideration.

LIMITATIONS OF THE STUDY:

The study is limited to Warangal & Hanmakonda city limits only. Thereforethe same cannot be applicable to other places.

The sample size taken is only 50 and as such is very small as compared to theuniverse, this is due to the constraints of time and effort, and as such may not

be enough to generalize to the entire population, however it is presumed that

the sample represents the universe.


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Some respondents were unable to crystallize their answers to some Questionsin the questionnaire.

Respondents might have responded with the actual feelings of facts whilegiving responses to the questionnaire.

The customers attitude may change in future due to change in their standardof living.

No secondary data was used for the analysis and interpretation of the data Time being a limiting factor was not sufficient to gather opinions from

majority of the respondents, who form part of the universal sample.

Since this study concentrated on customer satisfaction towards Nokia noattempt was made to study other activities of the organization. Such as

finance, human resource management etc.,


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CHAPTER-II

INDUSTRY

&

COMPANY PROFILE


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INDUSTRY PROFILE

In the present day, the information technologies have been successful in

building a super highway for communications. Communication technologies are

found contributing substantially to the developmental process. In the communication

services, we find that telecommunications are playing a significant role, in various

processes and in the overall development of the economy.

We cant negate the fact that after the attainment of independence and to be

more specific during 1980s and 1990s. The telecommunication services have made

rapid strides both in quality and quantity. However, the users at large are founddissatisfied with the quality of services made available to them.

The major problem area for telecommunication service providers is to meet

the expectation of the customers with regard to quality of service and value added

services along with competitive pricing. So to satisfy the customer and to retain

customer loyalty in the fast growing telecom sector it becomes pestiuent to study the

various factors that have a bearing on the customer satisfaction towards the

organization & to find ways to improve the level of customer satisfaction amongst the

users of these services.

As customers, each one of us has a vast number of attitudes towards products,

towards services, towards advertisements, towards retailers. Whenever we are asked

whether we like or dislike a product, service, we are being asked to express our

attitudes and when we like a product or service we express our attitudes and when we

like a product or service we express it in items of our satisfaction, and satisfied

customers leads to more customers by way of publicity. The first experimental

electric telegraph line was started between Calcutta and Diamond Harbour in

November, 1850.


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The visionary behind this landmark was Dr. William O Shaughnessay

credited to pioneer telegraph and telephone in India. The successful working of this

experimental lime led to the construction of 4000 miles of telegraph line connecting

Calcutta and Peshawar in the north via Agra and Mumbai through Sindhwa Ghats,

Mumbai and Chennai in the south as well as Ooctacamund and Bangalore. A regular

Telegraph Department was set up in 1854 when the Telegraph Act was enacted and

telegraph facilities were thrown open to public traffic.

Dr. O Shaughnessys continual innovative perusals propelled him to the

coveted post of the first Director General. The significant leap, which really set the

telecom ball rolling, was the establishment of Indo-Ceylon link. The Indo-Ceylon

cable was laid in 1858, in 1865 the first Indo-European telegraph communication was

effected in 1873 Duplex telegraphy was introduced between Bombay and Calcutta. In

1875, ITD supplied the first private telephone line and two ears later it erected

telegraph line between Srinagar and Gilgit on behalf of Maharaja of Kashmir.

In the historical archives, the year 1888 has vital importance. It was in this

year that the Indo-European Telegraph Department was merged with Indian

Telegraph Department. In 1895, phonograms were introduced for the first time at

Bombay and Calcutta and in 1902 the first wireless Telegraph Stations was

established between Saugor Islands and Sand heads and a year, the Department

Wireless Telegraph was introduced.

The tradition of milestone years was now gaining momentum. 1905 can be

termed as the cornerstone of todays telecom profile. It was in this year that the

control of the Telegraph Department was transferred from PWD to Commerce &

Industry Department.

In 1907, women signalers were employed for the first time. In 1914 the Postal and

Telegraph Departments were amalgamated under a single Director General. At the

same the control of the P & T Department was reverted top PWD. The year also

witnessed the opening of the first automatic exchange at Simla with a capacity of 700

lines and 400 actual connections.


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A major reorganization of the department took place when the accounts of the

Indian Posts and Telegraphs were reconstituted to examine the true fiscal profile of

the Department the attempt was to find out the extent to which the department was

imposing a burden on the taxpayers and bringing in revenue to the Exchequer and

how far each of the four constituent branches, namely postal, telephone and wireless,

were contributing.

Radio Telephone Communications between England and India were opened in

1933: Indo-Burma Radio Telephone Service started functioning between Madras and

Rangoon in 1936.Deluxe Telegrams with foreign countries were introduced in 1937;

Bombay New York wireless telegraph service was commissioned in 1914; Hindi

telegram in Devnagari script was introduced and won your telephone scheme was

inaugurated in 1949.

The year 1950 saw the Indian telegraph and Radio/Wireless telephone service

span its wings across frontiers. Own your telephone exchange scheme began to

operate in 1950. The first coaxial route between Delhi and Agra and the first

Subscriber Trunk Dialing (STD) route between Kanpur and Lucknow were

commissioned.

In the 1950 and 60s while the Beatles wave was sweeping the world. The

Indian telecom think tank was busy in introducing the microwave culture long before

the Indian housewife ever heard about it. In the 1960s the first microwave route

between Calcutta and Asansol was opened.The 1970s witnessed the installation of

SPC Gateway Telex Exchange and introduction of International Subscriber Dialed

Telex Service and commissioning of the first Optic Fiber System for local junction in

Pune.

The 1980s completely established Indian Telecom as the frontrunner. In one

giant leap, the universe shrinked the first satellite earth station for domestic

communications was set up at Secunderabad.The 1990s saw the revolution in the

Indian telecom sector with the launch of cellular services, the government gave

various incentives to the service providers to improve the connectivity on one hand

and also lower the prices in the NCD & ICD sector. This period saw the emergence of


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contrasting technology plat forms namely GSM and CDMA technologies. It also saw

the advent of the internet and broad band services in our country. As the time of the

century India. Stood at the gateways of telecom revolution.

The start of the 21st century saw the explosion of telecom services and

Indian market started to show remarkable growth rates with respect to addition of new

subscribers. This period also saw the consolidation of the various services providers at

regional level and by 2006 there appeared 4 major cellular providers in the GSM

space namely.

1) AIRTEL2) BSNL- CELLONE3) Vodafone4) IDEA along with a few fringe players.

On the CDMA front the consolidation saw the emergence of two rivals namely

Tata-Indicom and Reliance Infocomm.


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COMPANY PROFILE

History of NOKIA:

The roots of Nokia go back to the year 1865 with the establishment of a forest

industry enterprise in South-Western Finland by mining engineer Fredrik Idestam,

Elsewhere, the year 1898 witnessed the foundation of Finnish Rubber Works Ltd, and

in 1912 Finnish Cable Works began operations. Gradually, the ownership of these two

companies and Nokia began to shift into hands of just a few owners. Finally in 1967

the three companies were merged to form Nokia Corporation.

At the beginning of the 1980s, Nokia strengthened its position in the

telecommunications and customer electronics markets through the acquisitions of

Mobira, Salora, Televa and Luxor of Sweden. In 1987, Nokia acquired the customer

electronics operations and part of the component business of the German Standard

Elektrik Lorenz, as well as the French customer electronic company Oceanic. In 1987,

Nokia also purchased the Swiss cable machinery company Maillefer.

In the late 1980s, Nokia became the largest Scandinavian information

technology company through the acquisition of Ericssons data systems division. In

1989, Nokia conducted a significant expansion of its cable industry into Continental

Europe by acquiring the Dutch cable company NKF. Since the beginning of the

1990s, Nokia has concentrated on its core business, telecommunications, by

divesting its information technology and basic industry operations.

From its inception, Nokia was in the communications business as amanufacturer of paper - the original communications medium. Then came technology

with the founding of the Finnish Rubber Works at the turn of the 20 th Century.

Rubbers, and associated chemicals, were leading edge technologies at the

time. Another major technological change was the expansion of electricity into homes

and factories which led to the establishment of the Finnish Cable Works in 1912 and,

quite naturally, to the manufacture of cables for the telegraph industry and to support

that new-fangled device - the telephone! After operating for 50 years, an Electronics


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Department was set up at the Cable Works in 1960 and this paved the way for a new

era in telecommunications. Nokia Corporation was formed in 1967 by the merger of

Nokia Company - the original paper-making business - with the Finnish Rubber

Works and Finish Cable Works.

Design has always been important at Nokia and todays mobile phones are

regarded as a benchmark for others to follow. Take, for example, multi-colored, clip-

on fascias which turned mobiles into a fashion item overnight. But Nokia has always

thought like that and back in the fashion-conscious 1960's when one branch of the

corporation was a major rubber manufacturer, it hit on the idea of making brightly-

colored rubber boots at a time when boots followed the Henry Ford principle - you

could have any color, so long as it was black! The '60s, however, were more

important as the start of Nokia's entry into the Telecommunications market. A radio

telephone was developed in 1963 followed, in 1965, by data modems - long before

such items were even heard of by the general public.

In the 1980's, everyone looked to micro computers as the next 'big thing' and

Nokia was no exception as a major producer of computers monitors and TV sets. In

those days, the prospect of High Definition TV, satellite connections and teletext

services fuelled the imagination of the fashion conscious homeowner.

In the background, however, changes were afoot. The world's first international

cellular mobile telephone network, NMT, was introduced in Scandinavia in 1981 and

Nokia made the first car phones for it. True enough, there were 'transportable' mobile

phones at the start of the '80's but they were heavy and huge. Nokia produced the

original hand portable in 87 and phones have continued to shrink in inverse

proportion to the growth of the market ever since.

It took a technological breakthrough and changes in the political climate to

create the wire-free world people are increasingly demanding today. The technology

was the digital standard, GSM, which could carry data in addition to high quality

voice. In 1987, the political goal was set to adopt GSM throughout Europe on July 1st

1991. Finland met the deadline, thanks to Nokia and the operators. Politics and

technology have continued to shape the industry. The '80s and '90s saw widespread

deregulation, which stimulated competition and customer expectations. Nokia


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changed too and in 1992 Jorma Ollila, then President of Nokia Mobile Phones, was

appointed to head the entire Nokia Group. The corporation divested the non-core

operations and focused on telecommunications in the Digital Age. Few people in the

early '90s would have thought that 'going digital' would change things so much.

Nokia is harnessing its experience in mobility and networks to generate a

startling vision of the future. Meeting rooms, offices and homes will be 'smart' enough

to recognize their human visitors and give them whatever they want by listening to

their requests. Nokia welcomes change and improvement and can embrace new ideas

at great speed. Such characteristics will never change but, as to the rest, the story has

only just begun!

Nokia-Connecting People: this slogan is known all over the world. Nokia

employs 50, 000 people in 120 countries. Currently every third mobile phone sold in

the world is a Nokia. The Nokia Company is today one of the worlds leading high

tech companies. Its rapidly growth in the 1990s coincided with a basal structural

change of the Finnish economy and industry. In this restructuring process Nokia

played an important role. Despite the fact that Nokia is a leading multinational

company, a major part of its business is located in Finland. Nokia plays a significantly

role in the economic growth of Finland, which has been one of the fastest in whole

Europe.

But the roots of the Nokia Company go back to the 19th century when in 1865

a forest industry enterprise in the small town Nokia in South Western Finland was

established by mining engineer Fredrik Idestam. At the turn of the 20th century

technology came with the founding of the Finnish Rubber Works in 1898 and the

expansion of electricity into the homes and factories which led to the establishment of

the Finnish Cable Works in 1912. With this development the manufacture of cables

for the telegraph industry followed and supported so the new-fangled device, the

telephone. The three companies (Paper, Rubber and Cables) were merged to the

Nokia Corporation in 1967.

Since the 1990s the Nokia Company focuses especially the telecommunication

industry. The following essay deals with a detailed overview of the history of the

Finnish Nokia company. But besides this, it is also mentioned the importance of this


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company for the Finnish economy. At the end of the essay I will give an overview of

the future challenges for the Nokia Company and its surroundings. At first I start with

the development of the Nokia Company; from its roots as a forest industry to a

worlds leading telecommunication enterprise.

Mission and Vision

Vision

"Our customers continue to our First Priority"

Nokia's future success depends on delivering great experiences to our customers by

creating products and solutions that work seamlessly and are appealing.

Mission

"In a world where everyone can be connected, we take very human approach to

technology"

Connecting is about helping people to feel close to what matters. Wherever,

whenever, Nokia believes in communicating, sharing, and in the awesome potential in

connecting the 2 billion who do with the 4 billion who don't. If we focus on people,

and use technology to help people feel close to what matters, then growth will follow.

In a world where everyone can be connected, Nokia takes a very human approach to

technology.

Board of Directors

The Board decides on matters that, in relation to the Group's activities, aresignificant in nature. Such matters include confirmation of the strategic guidelines,

approval of the periodic plans and decisions on major investments and divestments.

The Board appoints the CEO, who also acts as President, the Chairman and

the members of Nokia's Group Executive Board. The Board also confirms the

remuneration of the CEO. The roles and responsibilities of the Board and its committees

are defined in the Corporate Governance Guidelines and the committee charters. The Board's

committees consist of the Audit Committee, the Personnel Committee and the Corporate


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Governance and Nomination Committee. The Board regularly reviews these guidelines and

charters in order to ensure that they appropriately comply with what the Board believes to be

best practices of corporate governance. The Board and each of its committees conduct annual

performance self-evaluations. Compensation plans be approved by a company's shareholders.

Chairman

Jorma Ollila

Vice Chairman

Dame Marjorie Scardino

Georg EhrnroothLalita D. GupteDr. Bengt HolmstrmDr. Henning KagermannOlli-Pekka KallasvuoPer KarlssonRisto SiilasmaaKeijo Suila

The Responsibilities of the Board of Directors

The Board represents and is accountable to the shareholders of the company. The

Board's responsibilities are active, not passive, and include the responsibility regularly

to evaluate The strategic direction of the company, management policies and the

effectiveness with

which management implements them. The Board's responsibilities also include

overseeing the structure and composition of the company's top management and

monitoring legal compliance and the management of risks related to the company's

operations. In doing so, the Board may set annual ranges and/or individual limits for

capital expenditures, investments and divestitures and financial commitments not to

be exceeded without Board approval.
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Group Executive Board

Nokia's articles of association provide for a Group Executive Board, which is

responsible for managing the operations of Nokia. The Chairman and the members of

the Group Executive Board are appointed by the Board of Directors. Only theChairman of the Group Executive Board can be a member of both the Board of

Directors and the Group Executive Board.

Group Executive Board Compensation Insiders' Ownership Company Codes

Annual General Meeting

The shareholders of Nokia use their decision-making power in Nokia's general

meetings. The Annual General Meeting is usually held in each March, April or May.

Annual General Meeting

Auditor

The independent auditor is elected annually by Nokias shareholders at the Annual

General Meeting. PricewaterhouseCoopers Oy was re-elected as Nokias independent

auditor for the fiscal year 2007 at the Annual General Meeting on May 3, 2007.

Corporate Governance Practices

Nokia follows rules and recommendations of the Helsinki, New York,

Stockholm and Frankfurt stock exchanges, where applicable.

Nokia's corporate governance practices comply with the Corporate

Governance Recommendation for Listed Companies approved by the Helsinki Stock

Exchange in December 2003, effective as of July 1, 2004.

Nokia has an internal audit function that acts as an independent appraisal

function by examining and evaluating the adequacy and effectiveness of the

companys system of internal control. Internal audit resides administratively within

the CFOs organization and reports to the Audit Committee of the Board of Directors.
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The head of internal audit function has at all times direct access to the Audit

Committee, without involvement of the managementUnder the New York Stock

Exchange's corporate governance listing standards, listed foreign private issuers, like

Nokia, must disclose any significant ways in which their corporate governance

practices differ from those followed by US domestic companies under the NYSE

listing standards.

There are no significant differences in the corporate governance practices

followed by Nokia as compared to those followed by US domestic companies under

the NYSE listing standards, except that Nokia follows the requirements of Finnish

law with respect to the approval of equity compensation plans. Under Finnish law,

stock option plans require shareholder approval at the time of their launch. All other

plans that include the delivery of company stock in the form of newly issued shares or

treasury shares require shareholder approval at the time of the delivery of the shares

or, if shareholder approval is granted through an authorization to the Board of

Directors, no more than a maximum of five years earlier. The NYSE listing standards

require that equity

Nokia Product Design:

Nokia is a great brand because it knows that the essence of the brand needs to

be reflected in everything the company does, especially those that impact the

customer. Product design is clearly critical to the success of the brand, but how does

Nokia manage to inject personality into product design? The answer is that it gives a

great deal of thought to how the user of its phones will experience the brand, and how

it can make that experience reflect its brand character. The large display screen, for

example, is the Face of the phone. Nokia designers describe it as the eye into the

soul of the product. The shape of phones is curvy and easy to hold. The faceplates

and their different colors can be changed to fit the personality, lifestyle, and mood of

the user. The soft key touch pads also add to the feeling of friendliness, expressing the

brand personality. Product design focuses on the customer and his needs, and is

summed up in the slogan, human technology.


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Segmentation Strategy

Nokia Market Demographic

The profile for Nokia customer consists of the following geographic and

demographic:

Geographic

Our immediate geographic target is rural India. The total targeted population is estimated at 100 million.

Demographic

Male and female. Ages 25-50, this is the segment that makes up 80% of the Nokia mobile phone

market according to the NOKIA India Ltd.

Professionals and College studentsMarketing Objective:

Capture rural Indian Market Target students & working professionals Attract Customers to New technology Enhance Distribution Maximize our revenues Maintain Customers Loyalty

Easy access to Customer Support

Offering customer care is an essential part of an ease-of-use service

experience. The working customer care concept creates stickiness between the end-

user and the service provider. Customer support can be offered via a call center, by

providing automated self-service or through in-store support. The challenge is to

choose the customer support combination that best matches the specific service

proposition. For call centers, ease-of-use Manifests in quick response, least number of


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call transfers, transparent tariffs and knowledgeable personnel. The better the

alighment in business processes, supporting infrastructure and related call center

processes, the better the capabilities for delivering superior call center service.

Another contact point for users is often provided via a branded Internet portal.

An internet portal is an attractive option because it supports end-users 24/7 and is

cost-effective for the service provider. Users can access the portal to manage and

modify their own account. Connection stability and logical navigation with a minimal

number of clicks determines the ease-of-users is in-store support. This support is

difficult to organize and manage for quality as it is often outside of service providers

own business realm. Endusers often perceive in-store support as inadequate and not

fulfilling their needs. Many end-users complain about the service they have been

given while visiting an outlet.

Strategy

"Wherever, whenever, we believe in communicating, sharing and in the

awesome potential of connecting the 2 billion who do, with the 4 billon who don't" At

Nokia, customers remain our top priority. Customer focus and customer

understanding must always drive our day-to-day business behavior. Nokia's priority is

to be the most preferred partner to operators, retailers and enterprises. Nokia will

continue to be a growth company, and we will expand to new markets and businesses.

World leading productivity is critical for our future success. Our brand goal is for

Nokia to become the brand most loved by our customers.

In line with these priorities, Nokia's business portfolio strategy focuses on five

areas, with each having long-term objectives:

Create winning devices Embrace customer Internet service Deliver enterprise solutions Build scale in networks Expand professional services


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Mobile Phone Market in India

Nokia market share in India fell from 56.2% share in 2008 to 54.1% in 2009. Local players have grabbed 17.5% market share [from 0.9%, a year back] Only 5 local manufacturers in 2008 and the number stand at 28 now! Samsungs share rose marginally to 9.7% from 9.5%

Nothing much has changed in 2010 and here are the latest figures (comparison

between 08-09 and 09-10, from Voice&Data)

Nokia market share dipped from 64% in 08-09 to 52.2% in 09-10. Samsung gained the market share10% to 17.4% in 09-10. LGs market share increased marginally from 4.5% to 5.9%. Losers include Sony Ericsson (market share fell from 6% to 3%), Motorola

(3.5% to 1%), ZTE (5.6% to 1.9%).

Micromax has been one of the major winners, from nothing to 4.1% [drive byhuge advertising during IPL].

Karbonns market share too increased to 3%

As per Industry estimates, 108 million mobile phones were sold in the country in

2009-10, resulting in sales of Rs 27,000 crore as against Rs 25,910 crore during the

previous year.

Nokias revenue too fell from Rs16,567 crore to Rs14,100 crore and the company is

now betting big on services like messaging, life tools and digital music.

Nokia of course leads the pack, but the surprise comes from Samsung.

Samsung has overtaken Motorola in Indias handset market (for the third place), as

per the latest ORG figures.


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Handset Market Share:

Nokia: 59.5% Sony: 8.1% Samsung: 7% Motorola: 5.9%

Nokias success is mainly attributed to distribution deals they inked of the estimated

79,000 retail outlets in India selling mobile phones, Nokia had a presence in 72,000 of

themAt the same time, Nokias market share has gone down in the past few months,

as the other handset vendors are building up a strong retail presence across the

country.

Nokia underperforms market growth in Q2

Nokia reported second-quarter results in line with its reduced targets, with revenues

up 1 percent from a year ago to EUR 10.0 billion and EPS falling 40 percent to EUR

0.06. The Devices & Services division posted sales up 3 percent to EUR 6.8 billion, in

line with the outlook issued in June for a result at the low end of the earlier guided

range of EUR 6.7-7.2

billion. The handset division's adjusted operating margin fell to 9.5 percent

from 12.2 percent a year ago, and operating profit including exceptional items

tumbled 16 percent to EUR 643 million. Nokia said the adjusted operating margin for

the full year is now estimated at 10-11 percent, after the profit warning in June called

for a margin at the low end or below the earlier range of 11-13 percent. Nokia said the

upside is the market continues to show healthy growth, especially in less-mature

markets where the company is strong.

The Finnish group shipped 111.1 million phones in the quarter, up 8 percent

from a year ago and up 3 percent from Q1. That was below the estimated market

growth of 14 percent year-on-year and 5 percent sequentially. With the market

shipping an estimated 338 million phones in the quarter, Nokia's market share was at

33 percent, in line with Q1. Smartphone market share was also stable, at 41 percent,

with Nokia shipments up 42 percent year-on-year and 12 percent from Q1 at 24.0


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million. Despite the gowth in high-end devices, Nokia's average selling price fell to

EUR 61 from EUR 64 a year ago and EUR 62 in Q1, due to price pressure and a

higher proportion of lower-priced smartphones. The smartphone ASP fell 21 percent

from a year ago to EUR 143. Nokia maintained its outlook for market volumes to

grow around 10 percent this year, while its own market share should be unchanged in

volume terms and slightly lower in value terms. The company forecast Q3 sales at the

Devices & Services division of EUR 6.7-7.2 billion., and an adjusted operating

margin of 7-10 percent. The group confirmed that the N8 will start shipping at the end

of Q3, to be followed shortly by additional Symbian^3 devices.

The company downgraded its outlook for Nokia Siemens Networks, saying it

now expects the network equipment company to maintain its market share in 2010

rather than outpace the market. The market outlook was maintained at flat in euro

terms. NSN recorded Q2 sales of EUR 3.0 billion, down 5 percent from a year ago,

while the operating loss showed little improvement at EUR 179 million versus EUR

188 million last year. The company blamed the results on delays in orders in India due

to the new security regulations there as well as component shortages; both of these

situations are expected to improve in Q3. NSN's adjusted operating margin is still

forecast at 2 percent for 2010, versus 1.7 in Q2. Sales for Q3 were forecast at EUR

2.7-3.1 billion, with the margin ranging from a negative 2 percent to a positive 2

percent.At Navteq, sales were up 71 percent from a year earlier to EUR 252 million,

benefiting from improved conditions in the automotive industry and growth in mobile

device sales. The operating loss decreased to EUR 81 million, compared with EUR

100 million in the second quarter 2009.

Nokia just published theirQ2 2010 financial results, and as always its a lot to

take in since they provide an amazing amount of statistics. Lets go through the most

important figures:

Nokia had $10 billion worth of sales this quarter. Thats up 1% compared to

the same quarter last year, and up 5% from the previous quarter. Of those $10 billion,

Devices and Services net sales were $6.8 billion, up 3% year on year, and up 2% from

the previous quarter. Reported profits come in at 295 million EUR, down 31% from a

year ago, and down 40% from last quarter.
http://www.nokia.com/about-nokia/financials/quarterly-and-annual-information/q2-2010http://www.nokia.com/about-nokia/financials/quarterly-and-annual-information/q2-2010http://www.intomobile.com/2010/07/22/nokia-q2-2010-profit-down-31-year-on-year-units-sold-up-3-year-on-year-sos-send-help-now/http://www.intomobile.com/2010/07/22/nokia-q2-2010-profit-down-31-year-on-year-units-sold-up-3-year-on-year-sos-send-help-now/http://www.nokia.com/about-nokia/financials/quarterly-and-annual-information/q2-2010


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Nokia shipped 111.1 million devices, up 8% year on year, and up 3% from last

quarter. Of those 111.1 million devices, 24 million were smartphones. Thats up 42%

year on year, and up 12% from last quarter. The average price of all the mobile

phones Nokia sold was 61 EUR, down from 62 EUR in Q1 2010, and down from 64

EUR in the same quarter last year. The average price of a feature phone sold was 39

EUR, and thats 5% down compared to this time last year, and the same price it was

in Q1 2010. The average price of a smartphone sold is 143 EUR, down 21% from the

same quarter last year, and down 8% from last quarter.

Nokia estimates that 338 million mobile phones were shipped in Q2 2010, up

14% year on year and 5% compared to last quarter. That brings Nokias market share

down to 33%, unchanged from the previous quarter, but down compared to the 35%

share year on year. Nokia also estimates that 59 million smartphones shipped this

quarter, up from 41 million a year ago, and from 52.6 million last quarter. Using those

figures, Nokias share in the smartphone space is now 41%, same as it was last

quarter, and same as it was a year ago.

Sales in Europe (by volume) are up 9% compared to last quarter, and up 12%

compared to the same quarter a year ago. Sales in the Middle East and Africa,

traditionally Nokias most awesome territory, are down 5% compared to last quarter,

but up 11% year on year.

Margins continue to slip for the Devices and Services group, down to 9.5%,

compared to 12.5% in the previous quarter and 11.6% a year ago. Nokias

expectations for 2010 are flat device sales by volume, and lower value share

compared to 2009.

An investor call is due to take place in less than 2 hours. Any new information

from that call or from analyst reports published somewhere else, will be added to the

bottom of this blog post if something juicy turns up. This blogger is waiting to hear

news about the CEO (pictured above) andwhen hell finally step down.
http://www.intomobile.com/2010/07/22/nokia-q2-2010-profit-down-31-year-on-year-units-sold-up-3-year-on-year-sos-send-help-now/http://www.intomobile.com/2010/07/22/nokia-q2-2010-profit-down-31-year-on-year-units-sold-up-3-year-on-year-sos-send-help-now/http://www.intomobile.com/2010/07/19/nokia-ceo-is-about-to-see-his-last-days-as-chief/http://www.intomobile.com/2010/07/19/nokia-ceo-is-about-to-see-his-last-days-as-chief/http://www.intomobile.com/2010/07/19/nokia-ceo-is-about-to-see-his-last-days-as-chief/http://www.intomobile.com/2010/07/22/nokia-q2-2010-profit-down-31-year-on-year-units-sold-up-3-year-on-year-sos-send-help-now/http://www.intomobile.com/2010/07/22/nokia-q2-2010-profit-down-31-year-on-year-units-sold-up-3-year-on-year-sos-send-help-now/http://www.intomobile.com/2010/07/22/nokia-q2-2010-profit-down-31-year-on-year-units-sold-up-3-year-on-year-sos-send-help-now/http://www.intomobile.com/2010/07/22/nokia-q2-2010-profit-down-31-year-on-year-units-sold-up-3-year-on-year-sos-send-help-now/http://www.intomobile.com/2010/07/19/nokia-ceo-is-about-to-see-his-last-days-as-chief/http://www.intomobile.com/2010/07/22/nokia-q2-2010-profit-down-31-year-on-year-units-sold-up-3-year-on-year-sos-send-help-now/http://www.intomobile.com/2010/07/22/nokia-q2-2010-profit-down-31-year-on-year-units-sold-up-3-year-on-year-sos-send-help-now/


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Some Achievements for Nokia

Ranked No 1 Most Trusted Brand Survey by Brand Equity, 2008

Ranked the No 1. MNC in India by Businessworld, Indias leading business

weekly, 2006

Ranked as the No. 1 telecommunications equipment vendor in the country byVoice & Data for five consecutive years2008, 2007, 2006,2005 and 2004

Ranked as the 9th most powerful brand by Millward Browns BrandZ 2008 Ranked worlds 4th most valuable brand by Interbrand, 2007 Ranked Asias most trusted brand by the Media-Synovate, 2006

Some of the Products that Nokia offers to Customers are:

Nokia E75 Nokia E72 5230 Rs.7500 E63Rs.8500

7020 Rs.4700 2730 classic Rs.4300 5130 XpressMusic 5030 XpressRadio

Rs.4700 Rs.1700
http://www.fonearena.com/nokia-5230_896.htmlhttp://www.fonearena.com/nokia-5230_896.htmlhttp://www.fonearena.com/nokia-e63_729.htmlhttp://www.fonearena.com/nokia-e63_729.htmlhttp://www.fonearena.com/nokia-7020_821.htmlhttp://www.fonearena.com/nokia-7020_821.htmlhttp://www.fonearena.com/nokia-E75_photos_773.htmlhttp://www.fonearena.com/nokia-E75_photos_773.htmlhttp://www.fonearena.com/nokia-E75_photos_773.htmlhttp://www.fonearena.com/nokia-E75_photos_773.htmlhttp://www.fonearena.com/nokia-E75_photos_773.htmlhttp://www.fonearena.com/nokia-E75_photos_773.htmlhttp://www.fonearena.com/nokia-E75_photos_773.htmlhttp://www.fonearena.com/nokia-E75_photos_773.htmlhttp://www.fonearena.com/nokia-E75_photos_773.htmlhttp://www.fonearena.com/nokia-E75_photos_773.htmlhttp://www.fonearena.com/nokia-E75_photos_773.htmlhttp://www.fonearena.com/nokia-7020_821.htmlhttp://www.fonearena.com/nokia-e63_729.htmlhttp://www.fonearena.com/nokia-5230_896.html


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2323 classic Rs.2211 Nokia X2-01 Rs.4500 NokiaX3 touch and type

Rs.10000

Nokia X6 8GB Nokia C2 Nokia C3 Nokia 2690

Rs.14499 Rs.2700 Rs.5749


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CHAPTER-III

CONCEPTUAL FRAMEWORK


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Customer Satisfaction

Introduction:

Customer satisfaction, a business term, is a measure of how products andservices supplied by a company meet or surpass customer expectation. It is seen as a

key performance indicator within business and is part of the four of a Balanced

Scorecard.

In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element

of business strategy.

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms.Many organizations have not got a clue about how

the customers perceive the goods and services they supply. Customers attitude to

be that so long as people buy their products then the products must be accepted.

Firstly, customer may buy a given product or services simply because

there is no other option and they would prefer to purchase what you are offering

them to go out altogether.

Secondly, fact that a product or services may be accepted does not mean

that it will continue to sell. Competitors may see opportunities, customer

expectations may change customer tastes may move on. If standards dont rise and

services evolve and then download sales will appear.

A worse situation arises when the organization havent got a clue of the

customers perceptions but think they have. Another situation is when the

organization dont have clue of their customers perception and dont care either the

organization may believe that it is a monopoly situation and its customers cant go

else where. Sometimes organizations believe that it know that best what customer

should want and therefore supply them with a centrally designed product.


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If resultant product or service has defects, then it is perceived to be a problem for

the customer. Some organizations solicit customer feedback or it any way whether

they like it or not and then do nothing about it.

Finally we come to the point where we realize how important customer

feedback is in the case of organizations, which helps the organizations to determine

how efficiently it is solving the customer and determine customer satisfaction. This

feedback answers the following questions to find out.

Who are your customers? Why are they likely to be your customer?

What do your customers want? How does your customer feel? What do your customers think? How can you make your customers feel valued? What sort of initiatives would your customers appreciate? What can you do to keep your customers?

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers;.

Measuring customer satisfaction provides an indication of how successful the

organization is at providing products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state

of satisfaction will vary from person to person and product/service to product/service.

The state of satisfaction depends on a number of both psychological and physical

variables which correlate with satisfaction behaviors such as return and recommend

rate. The level of satisfaction can also vary depending on other factors the customer,

such as other products against which the customer can compare the organization's

products.


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Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988

delivered SERVQUAL which provides the basis for the measurement of customer

satisfaction with a service by using the gap between the customer's expectation of

Performance and their perceived experience of performance. This provides the

researcher with a satisfaction "gap" which is semi-quantitative in nature. Cronin and

Taylor extended the disconfirmation theory by combining the "gap" described by

Parasuraman, Zeithaml and Berry as two different measures (perception and

expectation) into a single measurement of performance relative to expectation.

The usual measures of customer satisfaction involve a survey with a set of statements

using a Likert Technique or scale. The customer is asked to evaluate each statement in

terms of their perception and expectation of performance of the service being

measured.

Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of

customer satisfaction. The International Customer Service Institute (TICSI) has

released The International Customer Service Standard (TICSS). TICSS enables

organizations to focus their attention on delivering excellence in the management of

customer service, whilst at the same time providing recognition of success through a

3rd Party registration scheme. TICSS focuses an organizations a ttention on

delivering increased customer satisfaction by helping the organization through a

Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, People,

Premises, Product/Services, as well as performance measurement. The

implementation of a customer service standard should lead to higher levels of

customer satisfaction, which in turn influences customer retention and customer

loyalty

Measuring customer satisfaction is a relatively new concept to many

companies that have been focused exclusively on income statements and balance

sheets. Companies now recognize that the new global economy has changed things

forever. Increased competition, crowded markets with little product differentiation


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and years of continual sales growth followed by two decades of flattened sales curves

have indicated to today's sharp competitors that their focus must change.

It takes continuous effort to maintain high customer satisfaction levels.

As markets shrink, companies are scrambling to boost customer satisfaction

and keep their current customers rather than devoting additional resources to chase

potential new customers. The claim that it costs five to eight times as much to get new

customers than to hold on to old ones is key to understanding the drive toward

benchmarkingand tracking customer satisfaction.

Competitors that are prospering in the new global economy recognize that

measuring customer satisfaction is key. Only by doing so can they hold on to the

customers they have and understand how to better attract new customers. The

competitors who will be successful recognize that customer satisfaction is a critical

strategic weapon that can bring increased market share and increased profits.

The problem companies face, however, is exactly how to do all of this and

do it well. They need to understand how to quantify, measure, and track customer

satisfaction. Without a clear and accurate sense of what needs to be measured and

how to collect, analyze, and use the data as a strategic weapon to drive the business,

no firm can be effective in this new business climate. Plans constructed using

customer satisfaction research results can be designed to target customers and

processes that are most able to extend profits.

Too many companies rely on outdated and unreliable measures of customer

satisfaction. They watch sales volume. They listen to sales reps describing their

customers' states of mind. They track and count the frequency of complaints. And

they watch aging accounts receivable reports, recognizing that unhappy customers

pay as late as possible -- if at all. While these approaches are not completely without

Value, they are no substitute for a valid, well-designed customer satisfaction survey

program.
http://www.nbrii.com/Create_Surveys/Normative_Data.htmlhttp://www.nbrii.com/Create_Surveys/Normative_Data.htmlhttp://www.nbrii.com/Customer_Surveys/Satisfaction.htmlhttp://www.nbrii.com/Customer_Surveys/Satisfaction.htmlhttp://www.nbrii.com/Create_Surveys/Normative_Data.html


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Customers:people or groups of people who purchase or use or consume your

products and/or services

Satisfaction: cognitive or affective reaction to overall experience encountered

Customer Satisfaction: customers positive or negative feeling about the

perceived value that was received as a result of using your products and/or services in

specific use situation

Business Definition for: Customer Satisfaction

The degree to which customer expectations of a product or service are met orexceeded. Corporate and individual customers may have widely differing reasons

for purchasing a product or service and therefore any measurement of satisfaction

will need to be able to take into account such differences. The quality of after-

sales service can also be a crucial factor in influencing any purchasing decision.

More and more companies are striving, not just for customer satisfaction, but for

customer delight, that extra bit of added value that may lead to increased customer

loyalty. Any extra added value, however, will need to be carefully costed.

Because the concept of customer satisfaction is new to many companies, it's

important to be clear on exactly what's meant by the term.

Customer satisfaction is the state of mind that customers have about a

company when their expectations have been met or exceeded over the lifetime of the

product or service. The achievement of customer satisfaction leads to company

loyalty and product repurchase. There are some important implications of this

definition:

Theoretical over view on customer satisfaction

Satisfaction in persons feelings of pleasure of disappointment resulting from

comparing a products perceived performance (out come) in relation to his or her

expectations.


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Customer perceived value

Our premise is that customers will buy from the firm that they see as offering

the highest perceived value. Customer perceived value (CPV) is the difference

between the prospective customers evaluation of all the benefits and all the costs of

an offering and the perceived alternatives.

Total customer Value is the perceived monetary value of the bundle of

economic, functional and psychological benefits customers expect from a given

market offering. Total Customer Cost is the bundle of costs customers expect to incur

in evaluating, obtaining, using and disposing of the given market offering.

Total Customer Satisfaction

Whether the buyer is satisfied after purchase depends on the offers

performance in relation to the buyers expectations. In general, satisfaction is a

persons feelings of pleasure of disappointment resulting from comparing a product

perceived performance (or outcome) in relation to his or her expectations. If the

performance falls short of expectorations, the customer is dissatisfied. It is the

performance matches the expectations, the customer is satisfied. If the performance

exceeds the expectations, the customer is highly satisfied or delighted.

Measuring Satisfaction

Although the customer centered firm seeks to create high customer

satisfaction, that is no its main goal. If the company increases customer satisfaction by

lowering its price or increasing its services, the result may be lower profits. Even bad-

mouth it. At levels two or four, customers are fairly satisfied but still find it easy to

switch when a better offer comes along. At level five, the customer is very likely to

repurchase and even spread good work of mouth about the company. High

satisfaction or delight creates an emotional bond with brand or company.

High satisfaction or delight creates an emotional bond with the brand or

company, not just a rational preference.


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Customer expectations

From past buying experience, friends and associates advice, and marketers and

competitors information and promises. If marketers raise expectations too high, thebuyer is likely to be disappointed. However, if the company sets expectations too low,

it wont attract enough buyers (although it will satisfy those who do buy).

Delivering high customer value

The key to generating high customer loyalty is to deliver high customer value.

According to Micheal planning, in his delivering profitable value, a company must

design a competitively superior value proposition aimed at a specific market segment,

backed by a superior value-delivery system.

The value proposition consists of the whole cluster of benefits the company

promises to deliver, it is more than the core positioning of the offering.


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CHAPTER-IV

DATA ANALYSIS

&

INTERPRETATION


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Analysis and findings

The total number of respondents of the survey is 50 from Warangal Dist.

The main aim of the survey is to know the satisfaction level of the Nokia

Services.

The data collected is through primary source, through interviewing the

concerned respondents by giving them a structured questionnaire, which includes few

open-ended questions.


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Q.No: 1) Do you have Own Mobile

Table No. 1

Option No. of respondents Percentage

Yes 40 80%

No 10 20%

Total 50 100%

Figure No. 1

Interpretation:

From the above table it is seen that 80% of the respondents are using Mobile

products and remaining 20% of the people says no.

80%

20%

0%

10%

20%

30%

40%

50%

60%

70%

Nokia Motorola


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Q.No: 2) If you have own Mobile, which mobile you are using?

Table No. 2

Figure No. 2

Interpretation:

From the above table it is seen that 50% of the respondents have been using

Nokia products. While 30% are been using Samsung, 10% of the people using

Motorola &10% of the people using LG Products.

50%

10%

30%

10%

0%

10%

20%

30%

40%

50%

60%

No. of respondents

nokia

motorolo

samsung

LG

Brand Name No. of respondents Percentage

Nokia 25 50%

Motorola 05 10%

Samsung 15 30%

LG 05 10%

Total 50 100%


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Q.No: 3) How do you know about Nokia Mobile?

Table No. 3

Source No. of respondents Percentage

Mass Media 20 40%

Publicity 10 20%

Clients 15 30%

Others 5 10%

Total 50 100%

Figure No. 3

Interpretation:

From the above table it can be seen that 40% of them came to know through

Mass media, 30% of Respondents through clients, 20% of them through publicity, and

10% of says that through others.

40%

20%

30%

10%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

No. of respondents

mass media

publicity

clients

others


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Q.No: 4) From how long you are customer to the Nokia Mobile.

Table No. 4

Duration No. of respondents PercentageLess than one year 20 40%

One year to two years 12 24%

Two years to three

years13 26%

Above five years 05 10%

Total 50 100%

Figure No. 4

Interpretation:

From the above table it is shown that 40% of the respondents are using mobilefor less than one year, 24% of them says that they are using from one year to two

years and 26% of them says that they are using from two years to three years and

remaining says that they are using since five years.

40%

24%26%

10%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

No. of respondents

less than one

year

one year to

two years

two years to

three years

above five

years


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Q.No: 5) Which type of Mobile handset you are using?

Table No. 5

Type of mobile No. of respondents Percentage

Color handset 25 50%

Black & White 25 50%

Total 50 100%

Figure No. 5

Interpretation:

In todays busy world convenience seems to be the most overriding factor

while preferring a cellular service. It is clear that 50% of the respondents have

preferred the color handsets and remaining 50% says that they prefer Black & white

handsets.

50% 50%

0%

10%

20%

30%

40%

50%

60%

Colour Black & White


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Q.No: 6) Which type of Model you are using in Nokia Mobiles?

Table No. 6

Model No. of respondents Percentage

General Models 20 40%

N Series 05 10%

Flip Models 13 25%

Slide Models 12 25%

Total 50 100%

Figure No. 6

Interpretation:

From the above table it is clear that 40% of the respondents are satisfied with

the General Models, 25% of the respondents say that they are satisfied with Flip

Models and Slide models and remaining 10% of respondents say that they are

satisfied with N series.

40%

10%

25% 25%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

General Models N Series Flip Models Slide Models


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Q.No: 7) Do you think Nokia mobiles available to all types of People?

Table No. 7

Available No. of respondents percentage

Yes 35 70%

No 15 30%

Total 50 100%

Figure No. 7

Interpretation:

The above table indicates that 70% of the respondents say that those Nokia

mobiles are available to all types of people and remaining 30% says no.

70%

30%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Yes No


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Q.No: 8) Which service you like provided by Nokia Mobile?

Table No. 8

Option No. of respondents Percentage

Games 10 20%

FM Radio 05 10%

Music Player 15 30%

Bluetooth 15 30%

Any other 05 10%

Total 50 100%

Figure No. 8

Interpretation:

From the above table it is shows that 20% of the respondents like the serviceslike Games & 10% of then FM Radio, 30% them know about Music player and 30%

of the people know about Bluetooth and remaining 10% says other.

20%

10%

30% 30%

10%

0%

5%

10%

15%

20%

25%

30%

35%

No. of respondents

games

fm radio

music player

blue tooth

any other


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Q.No: 9) How do you feel about the customer care service of Noika mobile?

Table No. 9

Opinion No. Of respondents Percentage

Yes 40 80%

No 10 20%

Total 50 100%

Figure No. 9

Interpretation:

The above table is indicating that, from the total respondents of the survey

80% respondents are satisfied by the customer care service and 20% says unsatisfied.

80%

20%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

No. of respondents


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Q.No: 10) How do you feel the services offered by the Nokia mobile?

Table No. 10

Response No. of respondents Percentage

Excellent 30 60%

Good 10 20%

Average 08 16%

Poor 02 4%

Total 50 100%

Figure No. 10

Interpretation:

It is clear from the above analysis that the 60% of respondents feel Excellent,

20% of them feel good, 16% of them are graded average and remaining 4% of them

said poor.

60%

20%16%

4%

0%

10%

20%

30%

40%

50%

60%

70%

No. of respondents

excellent

good

average

poor


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Q.No: 11) Do you recommend the Nokia Mobile to others?

Table No. 11

Recommendation No. of respondents Percentage

Yes 47 94%

No 03 6%

Total 50 100%

Figure No. 11

Interpretation:

Out Of the 50 respondents surveyed 94% of them are recommend the Nokia services

to others and only 6% of the respondents says no.

94%

6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

No. of respondents

Yes

No


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Q.No: 12) Are you fully aware all the Features of Nokia phone?

Table No. 12

Type of service No. of respondents Percentage

Yes 28 56%

No 22 44%

Total 50 100%

Figure No. 12

Interpretation:

Out Of the 50 respondents surveyed 56% of them are fully aware of the Nokia

Features and remaining 44% members are not on the features.

56%

44%

0%

10%

20%

30%

40%

50%

60%

No. of respondents

Yes

No


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Q.No: 13) Who suggested you buy Nokia phone?

Table No. 13

Reference No. of respondents percentageFamily 12 24%

Relatives 03 06%

Friends 20 40%

Advertisements 15 30%

Total 50 100%

Figure No. 13

Interpretation:

It is clear from the above analysis that the 40% of respondents are purchasing

mobiles by asking friends, 24% of them family, 30% of them are advertisement and

remaining 6% of them using relations.

24%

6%

40%

30%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

No. of respondents

family

relatives

friends

advertisemen

t


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Q.No: 14) Where you usually buy Mobile Phone?

Table No. 14

Place No. of respondents Percentage

Priority outlet 25 50%

Gray market 2 4%

Dealers 11 22%

Others 12 24%

Total 50 100%

Figure No. 14

Interpretation:

It is clear from the above analysis that the 50% of respondents purchasing Nokia

mobiles at Nokia priority, 4% of them grey market, 22% of them choose dealers and

remaining 24% of them choose others.

50%

4%

22%24%

0%

10%

20%

30%

40%

50%

60%

No. of respondents

priority outlet

gray market

dealers

others


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54

Q.No: 15) Are you satisfied with Advertisements of Nokia phone?

Table No. 15


High satisfied 12 24%

Satisfied 33 66%

Dissatisfied 05 10%

Total 50 100%

Figure No. 15

Interpretation:


advertising, 24 % of the respondents say that they are high satisfied and remaining

10% of respondents says that they are dissatisfied with the advertisement of Nokia

phone.

0%

10%

20%

30%

40%

50%

60%

70%

No. of respondents

24%

66%

10%

High satisfied

Satisfied

Dissatisfied


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Q.No: 16) Are you satisfied with services provided by Nokia mobile?

Table No. 16


High satisfied 04 08%

Satisfied 30 60%

Not satisfied 16 32%

Total 50 100%

Figure No. 16

Interpretation:


services provided by Nokia, 8% of the respondents say that they are high satisfied and

remaining 32% of respondents says that they are dissatisfied with the services

provided by of Nokia mobiles.

8%

60%

32%

0%

10%

20%

30%

40%

50%

60%

70%

No. of respondents

high satisified

satisified

not satisified


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Q.No: 17) How do feel about Price of the Nokia Mobile is compare to other

mobiles?

Table No. 17


High 37 74%

Average 13 26%

less 0 0%

Total 50 100%

Figure No. 17

Interpretation:

From the above table it is clear that 74% of the respondents are said that theprice of the Nokia mobile is high, 26 % of the respondents says that average.

74%

26%

0%0%

10%

20%

30%

40%

50%

60%

70%

80%

No. of respondents

high

average

less


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57

Q.No: 18) Do you face any problems while operating Nokia Mobile?

Table No. 18


Yes 17 34%

No 33 66%

Total 50 100%

Figure No. 18

Interpretation:

The above table is indicating that, from the total respondents of the survey

34% respondents are having no problem and remaining 66% of respondents have a

problem while using Nokia mobiles.

34%

66%

0%

10%

20%

30%

40%

50%

60%

70%

No. of respondents

yes

no


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Q.No: 19) Why do you choose the Nokia Mobile?

Table No. 19

Options No. of respondents Percentage

Quality 20 40%

Features 8 16%

free service 5 10%

Others 17 34%

Total 50 100%

Figure No. 19

Interpretation:

It is clear from the above analysis that the 40% of respondents are purchasing

mobiles by quality, 16% of them features, 10% of them are free service and 34% of

them using other advantages.

40%

16%

10%

34%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

No. of respondents

quality

features

free services

others


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CHAPTER-V

FINDINGS

&

SUGGESTIONS


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FINDINGS

From the above analysis I found that 80% of respondents using Nokia mobile. Many customers known about by Mass Media & Through Clients of Nokia

Mobile

I found that 10% of Respondents are using Nokia since 5 years, 90% ofrespondents are using from less than one year

I found that equal percentage of people using the color, black & white mobiles In these color mobiles customers like to buy General Mobile models. Many respondents are like to have games, FM Radio, Music Player in their

handsets

From this analysis I found that 80% of customers are satisfied with the NokiaCustomer care services.

I found that 60% of respondents feel that Services offered by the NokiaMobile are Excellent

94% of respondents are like to recommend to others Many respondents are fully aware about the features of Nokia Mobile Many of the respondents are buy the Nokia because of their Advertisement

campaigns

Many respondents feel that The Prices of Nokia Mobiles are High Many respondents are like to buy at Nokia Priority Show Room only Many respondents are buy the Nokia Because of the Quality offered by the

Nokia

66% of the Respondents are said that they do not face any problem whileusing Nokia Mobile.


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SUGGESTIONS

The quality of the cellular service needs to be improved in terms of soundclarity and connectivity.

Nokia should create awareness amongst its customers regarding variousservices that are being offered by it by increasing its sales promotion reach.

Nokia should aggressively promote its offerings in various media and shouldconcentrate on hoardings and road shows and electronic media.

Attractive schemes for owning the mobile instruments should be launched toattract more customers.

Special promotional schemes to be launched especially to target youthsegment who take up the new product by having special packages.

Nokia should try to focus on the after sales customer support as this isperceived to be a weak spot, by the consumers and should have responsive call

centers to address the needs of its customers.


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CONCLUSIONS

The respondents are subscribers of Nokia, and they came know about theservice from hoardings, print media, primarily and through electronic media

and road shows secondarily.

The respondents are using Nokia since 1 year and below 1 year in most of thecases.

The mobile service provided by Nokia is used by majority of the respondentsand the reason for choosing it is the quality of the service, followed by brand

image.

Customer satisfaction of the respondents towards Nokia is high; however asignificant number of the respondents are dissatisfied with its services.

In purchasing Nokia products family appear to be the prime motivators of therespondents in making their purchase decisions, due to the special offers being

targeted by the company at this segment. Most of the people fully aware about the Nokia mobile features except some

illiterate.

In purchasing the Nokia mobiles advertising, friends, family are playing majorroles. So the company needs to pay more attention on these.

Most of the people feel that the prices of the Nokia mobiles are high compareto other mobiles.

The customers are like the quality and features of the mobile. So they need tomaintain the quality of their products.

The company needs to add the features to their mobiles. Like dual sim, 3g andother modern features.

The service offered by the Nokia mobile is in satisfactory state. But they needto make the faster services to make high satisfied people.


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ANNEXURE


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BIBLIOGRAPHYReferences:

Books:

1. MARKETING MANAGEMENT

- Philip Kotler

2. PRINCIPLE OF MARKETING

- Philip Kotler & Gray

Armstrong

3. MARKETING MANAGEMENT

- Stanton

4. BUSINESS RESEARCH METHODOLOGY

- C.R. Kothari

Websites:

5. www.Nokia.com

6. www.Nokia.org

7. www.google.com
http://www.nokia.com/http://www.nokia.org/http://www.google.com/http://www.google.com/http://www.google.com/http://www.nokia.org/http://www.nokia.com/


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QUESTIONNAIRE

Name of the respondent :

Age :

Gender :

Address : Signature

1. Do you own a Mobile? ( )a) Yes b) No

2. If own Mobile, which Mobile you are using? ( )a) Nokia b) Motorola

c) Samsung d) LG

3. How do you know about the Nokia Mobile? ( )a) Mass Media b) Publicity

c) Clients d) Others

4. From how long you are customer of the Nokia Mobile? ( )a) Less than one Year b) One year to two years

c) Two years to three years d) above five years.

5. Which type of Mobile handset you are using? ( )a) Color handset b) Black & White handset

6. Which type of Model you are using in Nokia Mobiles? ( )a) General Models b) N Series

c) Flip Models d) Slide Models


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7. Do you think Nokia Mobiles available to all types of people? ( )a) Yes b) No

8.

Which service you like to provide by Nokia Mobile? ( )

a) Games b) FM Radio

c) Music Player d) Bluetooth

e) GPRS f) Any Other

9. How do you feel the services offered by the Nokia Mobile? ( )

a) Yes b) No

10. How do you feel the services offered by the Nokia Mobile? ( )

a) Excellent b) Good

c) Average d) poor

11. Do you recommend the services of Nokia Mobile to Others? ( )

a)Yes b) No

12. Are you fully aware all the Features of Nokia phone? ( )

a)Yes b) No

13. Who suggested you buy Nokia phone? ( )

a) Family b) Relatives

c) Friends d) Advertisements

14. Where you usually buy Mobile Phone? ( )

a) Priority outlet b) Gray market

c) Dealers d) Others


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15. Are you satisfied with Advertisements of Nokia phone? ( )

a) High satisfied b) satisfied

c) Dissatisfied

16. Are you satisfied with services provided by Nokia mobile? ( )

a) High satisfied b) satisfied

c) Dissatisfied

17. How do feel about Price of the Nokia Mobile is compare to other

mobiles? ( )

a) High b) Average

c) less

18. Do you face any problems while operating Nokia Mobile? ( )

a) Yes b) No

19. Why do you choose the Nokia Mobile? ( )

a) Quality b) Features

c) free service d) Others

20. Any Suggestions you recommended of Nokia Mobiles.

_______________________________________________________________

__________________________________________________

cs on nokia wgl

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