lg mobile mini project

A PROJECT REPORT ONCUSTOMER SATISFACTION OF“LG MOBILE PHONES”

With Reference To

A Project Report Submitted To J.N.T.U, KAKINADA in Partial Fulfillment Of The Requirements For Award Of The Degree of

MASTER OF BUSINESS ADMINISTRATION

Submitted by

BHARGAVA.B

(10A51E00O8)

Under the guidance of

Dr. D. Vishnu Murthy

B.E, MBA, Phd

DEPARTMENT OF MBA

ADITYA INSTITUTE OF TECHNOLOGY AND MANAGEMENT

(Approved by AICTE, New & Affiliated to JNTU, Kakinada)

K.KOTTURU, TEKKALI-532201

(2009-2011)

AITAM WE BELIEVE THE BEST 1

ADITYA INSTITUTE OF TECHNOLOGY AND MANAGEMENT

(Approved by AICTE, New & Affiliated to JNTU, Kakinada)

K. Kotturu, Tekkali-532201

(2009-2011)

CERTIFICATE

his is to certify that the project entitled “CUSTOMER SATISFACTION OF LG MOBILE

PHONES” is submitted by Mr. BHARGAVA.B , bearing regd.no-10a51e0008 in partial fulfillment of the requirement for the award of the degree of MBA, in Aditya Institute Of Technology & Management affiliated to Jawaharlal Nehru Technology University is a record of confide work carried out by him under my guidance and supervision.

T

The results embodied in this project work have not been submitted to any other university or institute for the award of any degree.

DR. D. Vishnu Murthy Mr. B. Siva Kumar (HOD)

Director of P.G. courses MBA, M.Com,

PG DFM (PHD)


ACKNOWLEDGEMENT

I am very thankful to Dr. .D. Vishnu Murthy, Director of P.G. Courses, AITAM College Tekkali for valuable and insightful guidance, inspiration, support, clarification and the good suggestion, which have enable me to carry out this project. 1st and foremost I would like to acknowledge my sincere thanks to college for giving me this opportunity.

I am extremely thankful project guide to sri. B. Siva Kumar (HOD, MBA) for his valuable guidance and suggestions offered during the project work.

I owe my gratitude and appreciation to the entire faculty of MBA Department AITAM College Tekkali. I am thankful to friends and especially to my parents for co operating and encouraging me during the course of the project.

I take this opportunity to express my sincere gratitude to the following eminent personalities without whose help & guidance, the successful completion of my project work would have remained a dream.

Station : Tekkail (BHARGAVA.B)

Date : (10A51E0008)

DECLARATIONAITAM WE BELIEVE THE BEST

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I, Mr. Bhargava.B do here by declare that this project entitled “CUSTOMER SATISFACTION OF LG MOBILE PHONES” submitted by me on partial fulfillment for the requirement of the Master Of Business Administration degree in Aditya Institution Of Technology And Management affiliated to JNTU, Kakinada is my own work and its not submitted any other institution or published any where before for the award of any degree or diploma.

SIGNATURE OF THE CANDIDATE

Place: Tekkali, (BHARGAVA.B),

(10A51E0008).

Date:

TABLE OF CONTENTS

S.No Contents Page number


1.INTRODUCTION

1

1.2OBJECTIVESOFSTUDY

5

1.3.SCOPE OF THE STUDY

6

2.ORGANIZATION PROFILE

7

2.2.COMPANY PROFILE

10

3.REVIEW OF LITERATURE

20

4.RESEARCH METHODOLOGY

26

5.DATA ANALYSIS AND INTERPRETATION

29

6FINDINGS

41

7SUGGESTIONS

42

8.BIBLOGRAPHY

43

9.CONCLUSION

44

I INTRODUCTION

1.1 EXECUTIVE SUMMARYAITAM WE BELIEVE THE BEST

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Consumers whether of product or service are the private around which its fater evolves. In the past though the customers are regarded as the kings they were not treated as the kings and the general notion prevailed was that supply will creates its own demand? But today the things have completely changed. Today the customers are not only regarded but are getting the king hood consideration.

LG Electronics was established in 1958 and has since led the way into the advanced digital era thanks to the technological expertise acquired by manufacturing many home appliances such as radios and TVs. LG Electronics has unveiled many new products, applied new technologies in the form of mobile devices and digital TVs in the 21st century and continues to reinforce its status as a global company.

1958 Founded as Gold Star

1959 Korea first radios

1998 60-inch Plasma TV


1999 Joint venture with Philips

2003 Enters UK GSM handset market

2005 Develops 3G UMTS DMB handset

2007 Launches HD disc player and drive

Founded as Gold star1960's


Produces Korea's first radios, TVs, refrigerators, washing machines , and air conditioners1995Renamed LG ElectronicsAcquires US-based Zenith1997World's first CDMA digital mobile handsets supplied to Ameritech and GTE in U.S. Achieves UL certification in U.S.Develops world's first IC set for DTV.1998Develops world's first 60-inch plasma TV1999Establishes LG Philips LCD, a joint venture with Philips2000Launches world's first Internet refrigeratorExports synchronous IMT-2000 to Marconi Wireless of ItalySignificant exports to Verizon Wireless in U.S.2001GSM mobile handset Exports to Russia, Italy, and Indonesia.Establishes market leadership in Australian CDMA market.2002Under LG Holding Company system, separates into LG Electronics and LG CorporationFull-scale export of GPRS color mobile phones to EuropeEstablishes CDMA handset production line and R&D center in China 2003Enters Northern European and Middle East GSM handset marketAchieves monthly export volume above 2.5million units (July)Top global CDMA producer

2004


EVSB, the next-generation DTV transmission technology, chosen to be the U.S./CanadaIndustry standard by the US ATSCCommercializes world's first 55" all-in-one LCD TVCommercializes world's first 71" plasma TVDevelops world's first Satellite- and Terrestrial-DMB handsets2005Becomes fourth-largest supplier of the mobile handsets market world wideDevelops world's first 3G UMTS DMB handset, 3G-based DVB-Hand Media FLODMB Phone with time - shift function and DMB notebook computerEstablishes LG-Nortel, a network solution jointventure with Nortel2006LG Chocolate, the first model in LG's Black Label series of premium handsets, sells 7.5 million units world wide2007Launches the industry’s first dual-format, high- defition disc player and driveLaunches 120Hz Fukk HD LCD TVDemonstrated the world first MIMO 4G-enabled technologies with 3G LTEWon contract for GSMA’s 3G compaign.2008Introduces new global brand identity:” stylish design and smart technology, in products that fit our consumer’s lives.”

1.2 OBJECTIVES OF STUDY


OBJECTIVES :

1.2 PRIMARY OBJECTIVES:

To Find out the customer satisfaction level of LG mobile phone and to study the Market Potential of LG MOBILE phones

SECONDARY OBJECTIVES :

Analyzing the satisfaction level of customer towards LG mobile Phones Analyzing the problem faced by LG mobile phones customers. Analyzing which LG mobile products is more used by customers. Collecting the data bases of different age group of customers interested in

different types of toppings offer. To make suggestions in the light of the findings of the study. To find out consumer preferences. Creating awareness to LG mobile phones customers about the advantages in

using LG mobile

1.3 SCOPE OF THE STUDY


Customer Satisfaction is the degree to which customer expectations of a product or service are met or exceeded.

In a competitive market place where business 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. The study is conducted on LG mobile users.

The study is confined to the area of ADAYAR. To identified the customer Satisfaction and any changes to be made

in LG mobile phones To know why was the advertisement being noticed by the consumer? The size of the sample was: 50 This study focus on Features, Appearances, Battery backup and Software

compatibility of Nokia This study help LG to recognize the factor which is most satisfied and which

factor have more dissatisfaction influencing the consumers to buy the LG Mobile

2.ORGANISATION PROFILE2.1 Industry profileType Public (KRX: 003550)Industry Conglomerate


Founded 1947 in Busan, South Korea Headquarters Seoul, South Korea Area served Worldwide

Koo Bon-Moo, (Chairman & CEO) Key people Yu Sig Kang, (Vice Chairman & Co-CEO Products Chemicals Tele communications Employees 227,000 (2010) Subsidiaries LG Electronics LG Display LG Telecom LG Chem Website LG.com

The LG Corp is South Korea's third largest conglomerate that produces electronics, chemicals, and tele communications products and operates subsidiaries like LG Electronics, LG Display, LG Telecom and LG Chem in over 80 countries. LG Corp founder Koo In-Hwoi established Lak-Hui Chemical Industrial Corp in 1947. In 1952,Lak-Hui (pronounced "Lucky", currently LG Chem.) became the first Korean company to enter the plastics industry. As the company expanded its plastics business, it established Gold star Co.,Ltd., (currently LG Electronics Inc.) in 1958. In 1959, Gold star produced South Korea's first radio. Many consumer electronics were sold under the brand name Gold Star, while some other household products (not available outside South Korea) were sold under the brand name of Lucky. The Lucky brand was famous for its line of hygiene products such as soaps and Hi-Ti laundry detergents, but most associated with its Lucky and Period tooth paste. In 1995, to better compete in the Western market, the company was renamed "LG", the abbreviation of "Lucky Gold star". More recently, the company associates its tagline "Life'sgood", with the letters LG. Since 2009, LG also owns the domain name LG.com.

COMPANIES

Gold star logo, prominently used before the introduction of the LG logo.


Since 2001, LG has two joint ventures with Royal Philips Electronics: LG Philips Display and LG.Philips LCD, but Philips sold off its shares in late 2008.Also LG has entered into a joint venture with Nortel Networks and has created LG-Nortel Co. Ltd. LG has a joint venture with Hitachi, Hitachi-LG Data Storage, which manufactures optical data storage products like DVD-ROM drives, CD writers, etc.LG has owned the LG Twins baseball club since 1989. LG acquired American television manufacturing company Zenith in 1999.

Associated companies: GS Group LS Group LIG Group

Group families LG Electronics Electronics industries LG Display

Telecommunications and Services: LG Telecom CS Leader A-IN LG Dacom LG Power COM DACOM Crossing DACOM Multimedia Internet CS ONE Partner LG CNS LG N-Sys V-ENS


BIZTECH & EKTIMO Ucess Partners SERVEONE LG International TWIN WINE Geovine Pixdiz Korea Commercial Vehicle LG Solar Erergy G2R HS Ad Wise bell TAMS Media Alche media W Brand Connection

2.2 COMPANY PROFILEMOBILE COMMUNICATION:


LG Electronics Mobile Communications Company is a global leader and innovator in the worldwide mobile market, providing consumers with better mobile experiences through its smart technology and stylish handset designs. LG makes mobile phones with superior technology and designs that deliver value to customers. To achieve this, LG makes every effort to anticipate customers' needs and surpass them with premium products. This is exemplified by the Black Label Series, which connects with customers on a more emotional level by combining sophisticated design with advanced technology to create a unique and desirable handset. LG has seen great success with its Black Label Series phones and launched the LG Secret, the third model in this series, in April 2008. LG's recent focus has been on introducing the best-looking phones, with out sacrificing any advanced features. LG will continue to set trends in the mobile industry by focusing on stylish designs and smart technology. LG has achieved an annual growth rate of 40 percent from 2001 to 2007, andhas maintained its position as the world's top CDMA handset producer since 2005. Last year, LG sold 80.5 million handsets globally, up 27 percent over 2006 and plans to sell more than 100 million units in 2008, a 25 percent increase over 2007.

Main Products:


LG Secret, the third handset in the Black Label SeriesCrafted of carbon fiber and tempered glass, matched with rich technological features, the LG Secret, the third handset in LG's Black Label Series, ex emplifies style that lasts. LG has once again proven its legacy as a worldwide trend setter and design leader in the mobile industry with this handset, following the success of its predecessors, LG Chocolate and LG Shine. This time lessly elegant phone includes the slimmest 5 mega pixel camera and is made of innovative materials. As its name suggests, the LG secret is filled with features waiting to be revealed and explored.


LG Viewty

LG Viewty is a professional level 5.0 - megapixel camera phone that perfectly demonstrates LG's ability to create phones with high-end technology without compromising on style. LG Viewty includes features found on many high-end stand alone cameras and other features found now here else. LG developed this handset with customers in mind and put their viewing enjoyment at the center of the Viewty's design. The phone' s high tech features are accessible through a 3-inch wide full touch screen,which provides users with an optimized viewing environment.


PRADA Phone by LG

PRADA Phone by LG:The PRADA Phone by LG is a real break through for the industry, as it is a unique, sophisticated, and elegant mobile phone, which includes the world's first complete advanced touch interface. LG's technology heritage and PRADA's design credentials joined forces to produce the ultimate style icon,offering strong emotional appeal through a combination of innovative mobile technology and top fashion. The PRADA Phone by LG is more than just a mobile phone it is a product that touches the inner most thoughts and emotions of consumers.


Handsets with TouchHandsets with Touch:This year has been the "Year of Touch" for LG. The company has introduced a variety of phones with touch technology, going beyond conventional touch screens to improve both usability and enjoyment for consumers. Examples include the LG-KF600, LG-KF700 and LG-KF510.The LG-KF600 has a unique touch-based virtual navigation keypad, the Interact Pad , with virtual keys that change inter actively to fit the task at hand. The stylish slim LG-KF510 slider phone includes an advanced LED touch pad that follows users' fingers, creating different patterns and a more exciting experience. The LG-KF700 is the first phone to combine a full touch screen with two input methods, an alpha-numeric keypad and short cut dial, creating a natural and sensitive interface.(LG-KF510, LG-KF600, LG-KF700)


Voyager by LG Voyager by LG: Impressive enough with its full touch screen and QWERTY keyboard, the Voyager by LG multimedia phone also represents the start of new era media convergence. It takes full advantage of Verizon's V CAST Mobile TV service and is also the perfect choice for web browsing and text messaging. Voyager's multimedia features make it the perfect companion for any journey, not just keeping people connected, but also entertaining them with music and video features. It also allows them to capture the experience with the camera and cam corder.

(LG-VX10000)

Executives:

Executive Vice President Skott AhnMobile Communications R&D AreaLearn about the technologies involved in LG mobile communications that are leading us into the future. View main mobile communications products


Mobile Phone

Digital appliance:LG Electronics Digital Appliance Company is creating trend-setting products, suchas steam washing machines and refrigerators adorned with flower patterns and crystals "made with CRISTALLIZED™ - Swarovski elements", which balance the most advanced technology with beautiful style.

LG Digital Appliance Company is providing customers more options in design and style and helping make home appliances a crucial part of home decor. LG is also continuing technology innovation to make your life easier and more enjoyable for customers.LG also takes environmental issues such as global warming and the depletion of nonrenewable natural resources very seriously. That's why LG has been working hard to design products that minimize power consumption. In addition, LG has developed hybrid energy solutions to actively respond to energy-efficiency and eco-friendly needs in the market place and also help create future business opportunities.

Executives

President Young-Ha Lee Digital Appliance R&D Area


Learn about the technologies involved in LG digital appliances that aim to create a more pleasant life on Earth.Digital Appliance R&D AreaLearn about the technologies involved in LG digital appliances that aim to create a more pleasant life on Earth

Mobile Entertainment DevicesMobile Entertainment Devices:Our main mobile entertainment devices are touch screen mobile TVs, touch screen MP3 players and slim touch pad MP3 players. We introduced the firstMP3 player with touch screen capability that won numerous awards from an EISA Best Product Award, red dot Design Awards and iF Product Design a wards for its stylish design and innovative graphical user interface.Building upon this accomplishment, we will introduce the first touch screen mobile TV that will be a pleasurable digital experience for all users. We aim to offer a touch-screen mobile TV to European football fans in time for the 2008 UEFA European Foot ball Championship.


Executives

Executive

Vice President B.B. HwangDigital Media R&D AreaLearn about the technologies involved in LG digital media that help make data more user-friendly.

Yong Nam Vice Chairman and CEO, LG ElectronicsYong Nam was appointed Vice Chairman and CEO of LG Electronic son January 1, 2007. His appointment signifies LG's desire to achieve the status of a highly profitable, technological leader with strong brandpower.

COMPANY:

YOUNG-HA LEE SIMON KANGPresident and c CEO/ President and c CEO/Digital Appliance company Digital Appliance company


LATEST LG MOBILE MODELS:


3.REVIEW OF LITERATURE3.1 LITERATURE REVIEWCustomers’ satisfactionWhen we talk about customer satisfaction, we talk about creativity. Creativity allows us to handle or diffuse problems at hand or later on in the process of conducting the everyday business. We talk about how, or rather what, does the organization have to do to gain not only the sale but also the loyalty of the customer. We want to know the payoff of the trans-action both in the short and long term. We want to know what our customers want.We want to know if our customers are satisfied. Satisfaction, of course, means that what we delivered to a customer met the customer‘s approval. We want to know if customers are delighted and willing to comeback, and so on. Fleiss and Feldman present examples of that delightful-ness in their writings. Fleiss has written about Ben and Jerry‘s ice cream and Feldman has discussed excellence in a cab ride. As important as delightfulness is, some of us minimize it,or even totally dis regard it. At this point, we fail. Some of the issues that will guarantee failure in sales, satisfaction, and loyalty are: Employees must adhere to a rigid chain of command. Employees are closely supervised. Conflict in what ever form is not allowed. Rewards are based on carrot and stick .

Level 1.Expectations are very simple and take the form of assumptions, must have, or take it for granted For example, I expect the airline to be able to take off, fly to my destination, and land safely. I expect to get the correct blood for my blood transfusion. And I expect the bank to deposit my money to my account and to keep a correct tally for me.

Level2. AITAM WE BELIEVE THE BEST

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Expectations are a step higher than that of level 1 and they require some form of satisfaction through meeting the requirements and / or specifications. For example, I expect to be treated courteously by all airline personnel. I went to the hospital expecting to have my hernia repaired, to be in some pain after it was done, to be out on the same day, and to receive a correct bill. And I went to the bank expecting the bank teller to be friendly, informative, and helpful with my transactions.

Level 3.Expectations are much higher than for levels 1 and 2.Level 3 requires some kind of delightfulness or a service that is so good that it attracts me to it.For example : an airline gives passengers traveling coach class the same superior food service that other airlines provide only for first-class passengers. In fact, I once took a flight where the flight attendants actually baked cookies for us right there on the plane. When I went to the hospital, I expected staff to treat me with respect and they carefully explained things to me. But I was surprised when they called me at home the next day to find out how I was doing. And at my house closing, the bank officer, representing the bank holding my mortgage, not only treated me with respect and answered all my questions about my new mortgage, but just before we shook hands to close the deal, he gave me a house warming gift.

Brand imageHide links within definitions Show links within definitions. Impression in the consumers' mind of a brand's total personality (real and imaginary qualities and short comings). Brand image is developed over time through advertising campaigns with a consistent theme, and is authenticated through the consumers' direct experience. See also corporate image.

Brand Value Model:Buyers who are considering a purchase scan their service options and develop a consideration set. Within the consideration set, they develop a hierarchy of brands based on their assessment of Price, Product or Service Features, and Brand Name.Typically, they choose the brand at the top of their hierarchy, if available. If


a brand is consistently at the top of their hierarchy, the buyer will be loyal to that brand. We believe consumers try to optimize value within a product or service category.Consumers therefore assign utilities (worth) to price, each relevant performance attribute, and brand equity. Consumers then trade off performance attributes and brand equity against price in order to optimize value. The relationships between the individual values of price, performance attributes and brand equity is summative and equal to total brand value. The values each respondent places on price, performance attributes, and brand equity define their value equation for a product or service category. We can derive these values at the respondent level using modified trade-off exercises. A key advantage of the Brand Value Model is that it allows the calculation of utilities and importance‘s at the individual consumer level. This acknowledges the highly individual nature of the evaluation of products and services in many categories. Furthermore, it permits an exploration of value structures across existing consumer segments or the development of new segments based on the components of the value equation.

we believe the total value of a brand in a particular product/service category is composed of three parts. One part is due to the physical and readily identifiable (and replicable) features of the brand that delivers specific, tangible benefits to the purchaser, thus impacting purchase choice. We call these the tangible product features. The second part is due to some perceived intrinsic value associated with the brand name due to such things as the image transferred to the purchaser, trust, longevity in the marketplace, social responsibility, consistent performance, and so forth (i.e. the intangibles), and impacting purchase choice. We refer to this as the brand's equity. The third component is the price/cost of the product. Thus, the total value (or utility) of a product or service is a function of

1.) its physical, tangible, deliverable features,

2.) Its brand equity, and

3.) its price.AITAM WE BELIEVE THE BEST

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In addition, we believe that a brand's value is directly related to customer loyalty.That is, if a particular brand maintains a significantly higher perception of value to a consumer than any other brand in the category, that consumer will consistently purchase that brand and consistently recommend that brand to others. Conversely,as brands in a category become less differentiated in terms of both tangible and intrinsic features, price becomes the major differentiator of value, and thus, there is little loyalty.

We observe that people tend to trade off price against the combined bundle of tangible product features and brand equity in order to optimize total utility or total value.

We also note that the intrinsic part of a brand's value, brand equity, may be positive or negative, meaning that a brand name can be used to increase overall utility of a choice, or may detract from the overall utility of a choice. Said differently, positive brand equity allows a marketer to charge a premium in the market place over the value of the bundle of tangible features alone, or over the value of an un branded product/service. And, some branded names in a particular category could have such a negative value among some purchasers such that the brand's equity could be below that of an unbranded, or base line, product/service.


The estimate of brand equity is relative to the other brands in the measured competitive set. Therefore, to obtain an estimate of absolute brand equity we often recommend that the study include either an unbranded product, a store brand, or a dummy brand name, whichever is most appropriate for the category. This provides the base price point for estimating brand equity in terms of its absolute dollar value.

The advantages of this modeling approach are:

1. The model is not dependent on internal financial data.

2. It is relatively fast and easy to execute using proven research methods.

3. It can be executed at any time in the business cycle. That is, it is not dependent on internal cyclical accounting changes.

4. It takes into account all major relevant brands in a defined product/service category.

5. It measures brand equity relative to other current and potential brands in the category, including unbranded items when they exist in the category.

6. It recognizes that value of any one brand's equity can be defeated in the market place by competitor pricing strategies, at least in the short run.

MEANINGS: It is a process by which a producer by means of product or services satisfies the wants and needs of the customers by means of the attributes of their product and also by the after sale services provided by them.

NEEDS:1. Customer is the king of the market and no company and brand could survive without satisfying the customers.


2. Customer satisfactions will automatically lead to customer loyality or brand locality.3. Customer satisfaction will lead to increase the number of customer.4.Satisfying of the customers wants will avoid legal fusil.5.Customer satisfaction will increase the prestige of the company.6.It facilitates the sustainability of demand and the commodity.7.It facilitates expansion and diversification of the product.8.It becomes easy to launch and create demand when a customer satisfying brand introduces its new variant in to the market.Objectives1. To creates customers2. For profit maximization3. To protect the interest of the customer.4. For increasing the standard of living of the people.

4. RESEARCH METHODOLOGY

Research methodology is considered as the nerve of the project. Without a proper well-organized research plan, it is impossible to complete the project and


reach to any conclusion. The project was based on the survey plan. The main objectives of survey was to collect appropriate data, which as a base for drawing conclusion and getting result.Therefore, research methodology is the way to systematically solve the research problem. Research methodology not only talks of the methods but also logic behind the methods used in the context of a research study and it explains why a particular method has been used in the preference of the other methods.

4.1 RESEARCH DESIGN: Research design is important primarily because of the increased complexity in the market as well as marketing approaches available to the researchers. In fact, it is the key to the evolution of successful marketing strategies and programmers. It is an important tool to study buyer’s behavior, consumption pattern, brand loyalty,and focus market changes. A research design specifies the methods and procedures for conducting a particular study.According to Kerlinger,”Research design is a plan, conceptual structure, and strategy of investigation conceived as to obtain answers to research questions and to control variance.

4.2 SAMPLING TECHNIQUES:The next step in research study after collecting data is the sampling process. When the decision is made to use the sample ,a number of factors must be taken into consideration.The various steps involved in the sampling process are:

Identifying target population. Determining sample frame. Selecting sampling procedure. Determine sample size. Execute sampling Obtaining information from respondents. Generating information for decision making.

Two Types of sampling techniques: Probability sampling


Non-probability samplingAmong the probability sampling, the sampling used in this study was Stratified sampling.

Stratified Sampling:If the population from which a sample is to be drawn does not constitute a homogenous group, then stratified sampling technique is applied so as to obtain a representative sample. In this technique, the population is stratified into number of non-overlapping sub populations or strata and sample items are selected from each stratum. If the items selected from each stratum is based on simple random sampling, the entire procedure, first stratification and then simple random sampling is known as stratified sampling. The stratified sampling results in a more reliable and detailed information. The researcher uses simple random sampling for selection of items from each stratum.

4.3 DATA COLLECTION METHODS:After the research problem, we have to identify and select which type of data is to research. At this stage we have to organize a field survey to collect the data. One of the important tools for conducting market research is the availability of necessary and useful data.

PRIMARY DATA: For primary data collection, we have to plan the following four important aspects. Sampling Research Instruments Secondary data-The Company’s profile, journals and various literature studies

are important sources of secondary data, Data analysis and interpretation

a) Questionnairesb) Pie chart and Bar chart

QUESTIONNAIRES:This is the most popular tool for the data collection.A questionnaire contains question that the researcher wishes to ask his respondents which is always guided by the objective of the survey.


PIECHART:This is very useful diagram to represent data,which are divided into a number of categories.This diagram consists of a circle of dividend into a number of sectors, which are proportional to the values they present. The total value is represented by the full create. The diagram bar chart can make comparision among the various components or between a part and a whole of data.

BAR CHART:This is another way of representing data graphically. As the name implies,it consists of a number of whispered bar,which originate from a common base line and are equal widths. The lengths of the bards are proportional to the value they represent.

PREPARATION OF REPORT:The Report was based on the analysis and presented with the findings and suggesions.The sample of the questionnaires is attached with the report itelf.

5.DATA ANALYSIS AND INTERPRETATION

Table 5-1 AGE ANALYSIS


INTERPRETATIONIn the above table 18% of people are belongs to 15-25, 76% belongs to 26-30,6%belongs to 36-50.

TABLE-2 GENDER ANALYSIS


INTERPRETATIONIn the above table 50% of respondance is male and 50% of respondance is female.

Table3 Educational qualification of respondances


INTERPRETATIONIn the above table show the qualification of respondance sslc are 20%, graduate 40%, p.g 20% and others 20%

TABLE-4 INCOME ANALYSIS


INTERPRETATION In the above table income below 5000 are 24%, between 5000-10000 are 76% and between 10000-20000, above 20000 are 0%.

TABLE-5 DO YOU HAVE A MOBILE PHONE

INTERPRETATIONIn the above table 100% of the respondance have mobile phones.

TABLE-6 which company you prefer most

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

LG 40 80%NOKIA 4 8%Sonyericsson 6 12%TOTAL 50 100%


TABLE-7 what is your opinion about LG?

SCALE NO OF RESPONDANCE

PERCENTAGE ANALYSIS

GOOD 4 8%VERY GOOD

40 80%

BETTER 6 12%TOTAL 50 100%


INTERPRETATION

In the above table 8% of respondance opinion is good, 80% of opinion is very good and 12% of opinion is better.

TABLE-8 which feature of the phone you like most?


INTERPRETATION:In the above table 54% of people like battery life feature of the mobile,10% like the Bluetooth feature of the phone,16% like the infrared and 20% like the features of camera.

TABLE-9 your opinion about the customer service provided by LG?


INTERPRETATIONIn the above table 48% of the respondance prefer very good, 32% prefer good, 20% prefer sharp.

TABLE-10 Opinion about the design of the product?

INTERPRETATIONIn the above table 42% opinion is good, 30% opinion is better and 28% opinion is attractive

Table-11 what is your opinion about the pricing of the product?


INTERPRETATIONIn the above table 32% of respondance says affordable, 40% says low, 28% says high.

TABLE-12 what is your opinion of music hot keys provided in LG MOBILEPHONES?

INTERPRETATION:In the above table 44% opinion is stylish, 36% of persons opinion is better, 20% of person responds can’t say.


TABLE-13 Do you think the company has to modify the current models of the phones?

INTERPRETATION

In the above table 40% of respondance suggest to modify companies current models of phones,36% suggest no, 24% responds can’t say

TABLE-14 your opinion about sales man ship of LG dealers?AITAM WE BELIEVE THE BEST

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INTERPRETATIONIn the above table 48% opinion is good, 38% opinion is better, 14% opinion is bad.

6 .FINDINGS

1. Majority of the people of the sample size prefer LG mobile phones than others.

2. People of family ,working place and residential area prefer LG mobile phonesAITAM WE BELIEVE THE BEST

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3. Most of the respondance like the features provided in the mobile phones

4.LG mobile phones are far MORE superior than other mobile phones in the market.

7.SUGGESTIONS

Most of the respondents were satisfied with the price, company image and Battery backup of LG. So it is suggested that the same standard is to the maintained.

Factors like after service, audio output, software compatibility and special features are admired the respondents, hence this features has to be continued.


Regarding built in memory and brand image, a few of the respondents expressed their dissatisfaction. So this factor has to be improved with a view to attract more customers and to retain the existing customers.

To attract customers situated in all areas, advertisement can be given through all media to attract customers in rural areas.

The sales promotion offers are not impressive. Hence, the company should work towards providing more sales promotion offers to attract the customer‘s . The customers are not satisfied with the price level, so they can better consider the price level.

Improve the ads of LG mobiles.

Give some more stress to speaker quality

8.BIBLIOGRAPHY

www.lgindia.com www.google.com


www.wikipedia.com

9.CONCLUSION

The project which was conducted for knowing the customer satisfaction of LG mobile phones has brought forward many new facts to the front. It was conducted as a part of the procedure which generally followed by the companies to keep in track with the changing trends, taste and preferences of the customers.

In the first stage questionnaire were prepared and opinion were taken from the public on the basis of random sampling as primary data. Then tables were created


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to drawn conclusion .This was followed by reviewing of literature followed by data analysis and interpretation.

The following findings were derived. Majority of people of both the sample and their contacts prefer LG mobile

phones than others. We can draw a conclusion that this research has been fruitfully beneficial. And

more researches like this has to be conducted in order to make sure quality standard and analyze the scope of improvement.


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