By Arif Ali
MBA 2nd SEMESTER
Smart phone is a term for distinguishing mobile phones withadvanced features from basic feature phones. It include allof those features plus the features of a laptop , including webbrowsing, Wi-Fi, and 3rd-party apps and accessories
Customer satisfaction is defined as the number ofcustomers , or percentage of total customers, whosereported experience with a firm, its products, or its services(ratings) exceeds specified satisfaction goals. In a survey ofnearly 200 senior marketing managers, 71 percent respondedthat they found a customer satisfaction metric very useful inmanaging and monitoring their businesses.
Statement of Problem To find out the present customer satisfaction of smart
phones in the study area with special reference to Samsung mobiles.
To know who the customers were, what they want, how they use react to the mobile.
This study will help to gain knowledge about the market factors influencing the customer to prefer a particular brand and problems faced by on using such brands and so on.
SCOPE OF THE STUDY
know the factors that influence the customer to buy the product.
know the necessary change in product features
customer feeling about the Samsung smart phone.
Useful for the company to make necessary changes in price, designs, apps, and etc..
OBJECTIVES OF THE STUDY The socio-economic status of respondents.
The awareness level towards Samsung smart phones in terms of features, applications and services etc..,
The factors to be considered while buying the Samsung smart phones.
The major competitors & market position of the Samsung smart phones.
The satisfaction level of customers towards Samsung smart phones.
Offer suggestions to improve the quality of Samsung
RESEARCH METHODOLOGY RESEARCH DESIGN: The research design of the
project is descriptive as it describes data and characteristics associated with the population using mobile phones.
Descriptive research is used to obtain information concerning the current status of the phenomena to describe what exists with respect to variables in a given situation.
AREA OF STUDY: Coimbatore City
PERIOD OF STUDY:2 weeks
METHODS OF DATA COLLECTION:2 methods of data collection were used
Primary data is that data which is collected for the first time.
It is original in nature in the shape of raw material and for the purpose of collection of primary data a well structured questionnaire was filled by the respondents.
The questionnaire comprises of close ended as well as ended questions.
Secondary data is the data which is already collected by someone.
They are secondary in nature and area in shape of finished product.
Secondary data was collected so as to have accurate results.
Required data was collected from various books, magazines, journals and internet.
SAMPING METHOD:The sampling used for the study is convenient sampling. This sampling is selected by the researcher for the purpose of convenience to access.
SAMPLE SIZE :For the study, sample sizes of 100 respondents were selected
STATISTICAL TOOLS USED : For this study Simple percentage method and Ranking are used.
LIMITATIONS OF THE STUDY
The survey was limited to Coimbatore City only, so it
cannot be generalized to other parts of cities.
The samples size is limited to 100 customers only.
Time is one of the major constraints.
At most care taken by the researches to choose the correct information from the respondents.
The study is based upon primary data, so any wrong information given by the respondents may mislead the
ANALYSIS AND INTERPRETATION
Simple percentage method: Number of respondentsdistribution shows the number of frequencies in variousclasses which helps to get some preliminary ideas withrespect to the objectives under study. Therefore, as afirst step number of distribution with respondents forvarious variables. To interpret the resultcomprehensively percentage value are computed. Thepercentage method was extensively used for analysisand interpretation.
FACTORS OF THE SAMPLE RESPONDENTS
S.NO Factors Description No of Respondents %
1 Gender Male 60 60
Female 40 40
a)Below 25 yrs 60 60
b)25-35 Yrs 20 20
c)36-45 Yrs 15 15
d)Above 45 yrs 5 5
3 Marital Status
a)Married 30 30
b)Unmarried 70 70
Student 59 59
Faculty 30 30
Admin Dept 9 9
Others 2 2
STUDY FACTORS OF SAMPLE RESPONDENTSS.I no Respondents %
1 Awareness Advertisement 65
2 Mode Of Purchase Cash 96
3 Reason Behind Use Features 56
Browsing Facility 34
4 Influencing Factor Durability 11
Handling ease 11
Quality of Service 78
RANK THE COMPETITORS OF SAMSUNGSMART PHONES
SI.NO Competitors Total Score Rank
1 Apple 355 V
2 Sony 466 I
3 Nokia 381 IV
4 HTC 399 III
5 Micromax 400 II
SUMMARY OF FINDINGS, SUGGESTION AND CONCLUSION
The majority 65% of the respondents are aware about the Samsung smart phones by advertisement.
The majority 96% of the respondents mode of purchase is cash basis.
78% of the respondents change their smart phones due to Quality.
Majority of the respondents are satisfied with regards to the Quality, Features and Price.
Among six competitors brands, the brand Sony has been ranked as I
The brand Micromax has been ranked as II
The brand htc has been ranked as III
There is a wide scope for further development of Samsung smart phones. The world of mobile field is not static; it is always subject to change according to technology. To keep abstracted of the technological improvement the Samsung smart phones need refinement as in as follows-
i/Feedback to fulfill needs and wants
ii/Increased battery backup as people are more concerned on it.
iii/Reduce price as new competitors are rising
iv/More advertisement should be made
This study conducted concludes that Samsung phonesis a highly moving smart phones, when compared toother smart phone. The study about the various aspectsof customer satisfaction on Samsung smart phones inCampus city satisfied the following objectives i.e.Handling convenience in Samsung smart phones andthe quality of service provider in Samsung smartphones. The survey conducted from Campus helps tomake identification over its strength and weakness ofSamsung smart phones.