SYNOPSIS OF MAJOR RESEARCH PROJECT ON
A COMPARATIVE STUDY OF CUSTOMER SATISFACTION LEVEL OF NOKIA AND SAMSUNG MOBILE PHONES IN INDORE
Submitted to:
Prof. RASHMI CHOUDHARY
Submitted By:
MAHARAJ SINGH DHAKAD
CONTENTS OF SYNOPSIS
INTRODUCTION:
o o
RATIONALE
Conceptual framework Defining variables
OBJECTIVES LITERATURE REVIEW
RESEARCH METHODOLOGY:
o o o o o o o o
Research type Population Sample Research Unit Sample size Sampling method Tools for data collection Tools for data analysis
EXPECTED OUTCOMES REFERENCES
Introduction Conceptual frame work This research includes an in depth analysis of two famous mobile phones Nokia and Samsung. During this research I plan to interact with people of Indore. And after the research I will come to know that how people perceive these service providers on the variable like Camera, Battery Backup, Mp3 player, FM Radio etc.
NOKIA:Nokia was established in 1865 as a wood-pulp mill by Fredrik Idestam on the banks of Nokia rapids. Finnish Rubber Works established its factories in the beginning of 20th century nearby and began using Nokia as its brand. Shortly after world war I Finnish Rubber Works acquired Nokia wood mills as well as Finnish Cable Works, a producer of telephone and telegraph cables. All three companies were merged as Nokia Corporation in 1967. The name Nokia originated from the river which flowed through the town of the same name (Nokia). Nokia corporation (NYSE: NOK) is one of the worlds largest telecommunications equipment manufactures. With headquarters in Keilaniemi of Espoo, Finland, this Finnish telecommunications company is the best known today for its leading range
of mobile phones. Nokia also produces mobile phones infrastructure and other telecommunications equipment for applications such as traditional voice telephony, ISDN, broadband access, professional mobile radio, voice over IP, wireless LAN and line of satellite receivers. A lot of brand selling and manufacturing cell phones and mobile are in the market but Nokia cell phones are the leaders in race. With over a dozen varieties and models lining up every day the customer is left in confusion as to what to buy. With the market gearing up with the new companies in the foray Nokia manufactures have accepted the challenge. They are coming up with latest technologies being put to test. The company believes in customer satisfaction and that is the success of their being the leaders in the cell phones.
Samsung:In 1977 Samsung Electronics launched the telecommunication network business, and in 1983 it initiated its mobile telecommunication business with the hope that this would become the companys future growth engine. In 1986, Samsung was able to release its first built in car phones, the SC-100, but it was a failure due to the poor quality. In sprite of unsucceful result Ki Tae Lee, the then-head of the Wireless Development Team, decided to stay in the mobile business. He asked the company to buy ten Motorola mobile phones for benchmarking. After 2 years of R & D Samsung developed its first mobile phone (or hand phone in Korea) the SH-100 in 1988. It was the first mobile phones to be designed and manufactured in Korea. But the perception of mobile devices was very low and although Samsung introduced new models every year, each model sold one or two thousand units. Samsung telecommunications is one the five business units within Samsung Electronics, belonging to the Samsung Group, and consists of the mobile communication Division, Telecommunication System Division, Computer Division, MP3 Business Team, Mobile Solution Centre and Telecommunication R&D Centre. Telecommunication Business produces a full spectrum of products from mobiles and other mobile devices such as MP3 players and laptop computers to telecommunication network infrastructure. Headquarters is located in Suwon, South Korea.
In 2007 Samsung Telecommunication Business reported over 40% growth and become the second largest mobile device manufacturer in the world. Its market share 14% in Q4 2007, growing up from 11.3% in Q4 2006. In Q1 2008 Samsung strengthened its second position on the market and achieved 15.6% world handset market share.
Defining variables Consumer loyalty:The term customer loyalty is used to describe the behavior of repeat customers, as well as those that offer good ratings, reviews, or testimonials. Some customer do a particular company a great service by offering favorable word of mouth publicity regarding a product, telling friends and family, thus adding them to the number of loyal customer. Services:Customer service is the provision of service to customer before, during and after a purchase, customer care activities that support the delivery of the product or core service. Customer Satisfaction: Customer satisfaction a business term is a measure of how product and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as the number of customers, or percentage of total customer, whose reported experience with the firm, its products, or its services (rating) exceeds specified satisfaction goals.
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. Rationale The aim of conducting this research is to find out and of customer Satisfaction of two competitors in the mobile sector i.e. Nokia and Samsung. I found out level of satisfaction of consumer of Nokia and Samsung. Here I want to compare mobile phones by Nokia and Samsung.
Objectives 1. To find out the perception of the general people towards the mobile phone. 2. To find out the customer satisfaction level of users of different mobile users.
3. 4. 5. 6.
To find out the customer satisfaction level of Nokia handsets in Indore. To find out the customer satisfaction level of Samsung handsets in Indore. To compare the customer satisfaction level of Nokia and Samsung. To find out the expectation of general people from mobile companies.
Literature review Literature review Link: Makers. Samsung (NYSE:MOT)virus Nokia(NYSE:NOK). While the Finnish phone maker has updated its handset portfolio at the high end to compete better with Samsung's super-successful Razr phone, the refresh has been less than inspired. ... "[Nokia's] high-end phones are small, but they're boxy. Samsung's highe n d [models] are thin and slick."...
Samsung went for the wow effect, creating gotten-have-it phones. Now, Nokia is playing catch-up. "It all comes down to innovation and product development," Hoffman. "Right now, Samsung is head and shoulders above Nokia in creating p r o d u c t s that consumers desire. Nokia has maintained their market share, but theyre using price and marketing dollars as the weapon."... Surely the the RAZR was a brilliant move... Something as simple as naming a phone Razr has created enormous buzz for the company.
Kelleher G r a n t e d , t h e R a z r i s a s l e e k l i t t l e p i e c e o f t e l e p h o n i c technology, but the branding has given the phone cache. Kelleher makes a good point. When you mention Razr, people know what you're talking about. Just try and picture what the Nokia 6170 looks like. Great point. But just a piece of anecdotal evidence- the Nokia brand is still quite strong in Asia. according to the MotleyFool. N o k i a ' s p u s h i n g h a r d i n t o emerging markets with low-cost phones, which while hitting margins, are building presence for the long term. 34% increase in handset volumes versus a 25% sales increase. ... To find growth, Nokia is venturing into emerging markets, such as China and Russia. ... Nokia is looking out for the long term by penetrating emerging markets. But it will take some time for the margins to improve as these consumers upgrade to premium handsets. Nokia appears to have positioned itself well because gaining recognition in these markets while they're still developing will give it an important market presence moving forward Nokia's strategy may be more sustainable than Samsung's "Wow!" strategy if it succeeds in building deep moats in emerging markets. Popularity of fashion and design can be fleeting, a fact which Nokia now knows well. Also, one weakness I've noticed in the RAZR currently is that it lacks m a n y advanced functions which new smart phones have. And smart phones are no longer huge and boxy- and no longer for techies. While the RAZR had enough features for its time (and perhaps less-technologically-advanced US mobile phone market),
Samsung shareholders should hope that Samsung a d v a n c e d features in its upcoming, well named SLVR and PEBL.
features
enough
This is because for fashionable technology, especially in emerging markets I feel, the prestige and allure of a product is built upon both its look and its array of the newest" features, even if most functions are never used. Yours may look shiny, but if mine can send everyone last nights photos, then you've been one-upped. It would also be interesting to see Samsung's share of sales inside and outside the US, versus Nokia. Samsung could be overly US-dependent... perhaps for another post. For reference, each company's one year chart below. Research Methodology Research design
About the research:
The purpose of research is to find out the comparison between satisfactory levels of both the mobile phones.
Data required
For this research 2 types of data is required 1. Secondary 2. Primary
Primary: In a primary data I include the questionnaire which will be filled by the respondents of both mobile phones.
Secondary: The data which is available on journals, news paper and internet.
Technique for data collection: Questionnaire Population:
Indore Ctiy Sample A sample is collected from customers of both the mobile phones. Data shall be collected from 100 respondents for the study.
Sampling method The researcher has adopted the Random Sampling Method, and it will much careful to ensure that the sample represents the whole area of the study. A sample of 100 respondents will be selected for the study by using Random sampling method.
Tools for data collection
Primary data will be collected using the questionnaire to be filled by the respondents of both mobile phones. A self designed close ended questionnaire will be prepared and administered for the study of costumer satisfaction level towards both mobile phones Nokia and Samsung.
Tools for data analysis The data will be analyzed by-
Graphs Pie charts Z Test.
EXPECTED OUTCOMES
What percentage of people is using the same mobile phone for more than a year.
REFERENCES
www.nokia.co.in/careers/research-and.../introduction www.streetdirectory.com/.../nokia/nokia_mobile_phones_needs_no_introduction.www.developer.nokia.com/.../Mobile . ../Templates_for_smartphones ww.talk-mania.com/.../85077-introduction-about-nokia-mobile-phones www.samsung.com/in/news/newsRead. www.samsungmobilepress.com/.../Samsung-writes-the-next-chapter-of-the-mobile www.mobilemarketingwatch.com/samsung-shifts-into-software-focus-with-introduction-of-new-bada-based-smartphones18274/
