A STUDY ON CUSTOMER SATISFACTION ON NOKIA MOBILES

WITH SPECIAL REFERENCE TO COIMBATORE CITY

1. Respondent Name

2. Age

a) Upto 25
b) 26 to 35
c) 36 to 45
d) Above 45

3. Gender

a) Male
b) Female

4. Educational Qualification

a) Uneducated
b) Upto SSLC
c) Degree
d) Professional

5. Martial Status

a) Married
b) Unmarried

6. Monthly Income

a) Below Rs.5000
b) Rs.5001 Rs.10000
c) Rs.10001 Rs.15000
d) Above Rs.15000

7. Occupation

a) Business
b) Employee
c) Student
d) Others (Specify)

8. How did you come to know about the NOKIA mobile?

a) Friends

b) Advertisement

c) Relatives

d) If Others (Specify)

9. How long have you been using the NOKIA mobile?

a) Below 1 year

b) 1 to 2 years

c) Above 2 years
10. For what purpose you are using this product?
a) Personal

b) Official

11. What motivated you to buy the product?

a) Design

b) Quality

c) Price

d) Others (Specify)

12. How do you feel about the price of the product?

a) Very High

b) High

c) Medium

d) Low

13. Who is the main competitor?

a) Sony Ericsson

b) Motorola

c) Samsung

d) LG

14. Have you faced any problem while using NOKIA mobiles?
a) Yes

b) No

a) If yes, what is the problem?

a) Low Quality in Battery

b) No adequate clearing in voice

c) Software Problem

d) If Others (Specify)

15. Which model do you prefer?

a) Camera/Mp3

b) Color

c) Ordinary

d) Bluetooth, IR

16. Did you satisfied the advertisement

a) Yes

b) No

17. Mode of purchase

a) Ready Cash

b) Through financial Institution

c) Through Bank

d) Through Employee

18. Average daily usage

a) 1-3 hours

b) 3-5 hours

c) 5-7 hours

d) above 7 hours

19. Specify the reason choosing the product

a) Quality

b) Service

c) Variety of model

d) Popularity

20. Your Opinion about the market position.

a) Excellent

b) Good

c) Satisfied

d) Bad

21. Did you find any price fluctuation?

a) Yes

b) No

22. Give your level of satisfaction about the following factors:

Level of Satisfaction
S. No

Factor

Service

Brand Image

New Model

Resale Value

Voice Clearance

Availability

Usage

Network Coverage

Quality

10

Price

11

Dealer Service

12

Battery Quality

Highly
Satisfied

Satisfied

Neutral

Dissatisfied

23. Please express your opinion for the important of the NOKIA Performance
1.
2.
3.

Highly
Dissatisfied