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EXECUTIVE SUMMARY

Mobile phone market in India is going through major changes. Key players are losing market share while new and young companies, mostly from Asian countries, are coming to the market. At the same time the market is slowly expanding when people are buying more phones than ever. The whole process of buying mobile phones has changed in the last few years. People no longer carry the same phone year in year out; change is the fast technological development of the phones. But also consumers but they change their phone very year, some even twice a year. One reason for these attitudes towards mobile phones has changed. Mobile phones are no longer seen as expensive, hi-tech products, but they have become accessories like jewellery or a piece of clothing. Nokia is still the largest mobile phone company in the world, but its long-term dominance is now challenged more than ever. Observers have begun asking whether the cutting edge that has turned Nokia into the No 1 vendor still exists, as Nokias market share and revenues have been on the decline. Falling average sales prices (ASPs) and market share have had an impact and forced Nokia to further re-think its strategy towards developed and emerging markets. This report gives an overview on what is happening on the mobile phone market today and analyses Nokias market position in the growing market. This report includes a brief introduction to Nokia followed by an environmental analysis, SWOT analysis of the company. Half way through the report you can find information about consumer behaviour and segmentation. At the end, this report introduces the main strategies and objectives of Nokia for the competitive market. Finally we try to make a conclusion of the topics discussed and attempt to give some possible answers to the question at hand.
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INDEX
Particulars Sr. No. I I.1 I.2 I.3 I.4 I.5 II. II.1 II.2 II.3 II.4 II.5 III III.1 III.2 III.2.1 III.3 IV V VI VII VIII IX X Introduction About The Study Objectives of the studies Importance of studies Limitations of the study Hypothesis Company Profile History of Company Growth And Achievement Vision And Mission Organization Structure Product And Services range Research Methodology Concept Methodology Sources of Primary Data Tools & Techniques Sources of Secondary Data Data analysis Sampling Techniques Sample Size Conclusion Suggestion Bibliography Questionaire Page no.

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INTRODUCTION

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I.1 ABOUT THE STUDY


Consumer is regarded as the king of market. Every business organization depends upon the customers directly or indirectly. So, it becomes necessary for every business organization to study the satisfaction level of the customer. Consumer satisfaction may be defined as the utility of the customer which they get from the products and services rendered by the business organizations. Customers always want the maximum utility from the products and services. Hence to study the customers satisfaction, should be the main aim of every business organization. The study is among the Nokia Mobile. I got information about Nokia Mobile while interviewing 100 customers at the sites with the help of questionnaire. And I also got the information about the product through internet, journal, magazines, etc. The study about the consumer satisfaction and performance of Nokia Mobile, not only gave me the information about the company and the consumer satisfaction level at Nokia but I also gained some experience while doing the research. This study is going to help in the future. At last, but not the least, I would like to say that the study is completely based on the information provided by the sources and is completely right as far as I am concerned.

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I.2 OBJECTIVES OF THE STUDY


1) To know the target segments

2) To find out the reasons behind preference of Nokia brand.

3) To study the current satisfaction level of customers towards Nokia cellphones.

4) To find out the factors responsible for customer dissatisfaction.

5) To suggest the remedies to improve performance of the Nokia.

I.3 IMPORTANCE OF THE STUDY

This help in studying the consumer satisfaction level.

This will help in suggesting the remedies to the organisation to improve the performance.

I.4 LIMITATIONS OF THE STUDY


Time constraint

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I.5 HYPOTHESIS

Literature survey suggests that, buyers perceive or build brand reputation of mobile phones in terms of (1)product (quality):(2) price (affordability):(3) promotion (adv. & communication) :(4) place (availability):Based on the Theoretical framework, the following hypotheses were developed. Sufficient evidence exists to conclude that no linear relationship exists between Nokias dependent variable brand reputation and independent variables such as product, price, promotion, and place. At least one of the predictor variables has a linear relationship with the dependent variable brand reputation.

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COMPANY PROFILE

II.1 HISTORY OF THE COMPANY


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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 consumer electronics markets through the acquisitions of Mobira, Salora, Televa and Luxor of Sweden. In 1987, Nokia acquired the consumer electronics operations and part of the component business of the German Standard Elektrik Lorenz, as well as the French consumer electronics 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 Ericsson's data systems division. In 1989, Nokia conducted a significant expansion of its cable industry into Continental Europe by acquiring the Dutch cable company NKF.

1865-1960
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From its inception, Nokia was in the communications business as a manufacturer of paper -the original communications medium. Then came technology with the founding of the Finnish Rubber Works at the turn of the 20th 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 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 Finnish Cable Works. 1960-1980 Design has always been important at Nokia and today's 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 colour, 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.

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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. 1980-2011 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 changed too and in 1992 JormaOllila, 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.

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II.2 Growth and achievements GROWTH


1. By 2010 number of mobile subscribers globally will increase to 4 billion. 2. Worldwide 1 billion people use a Nokia device daily. 3. India is the fastest growing market in terms of subscriber growth - over 8 million new subscribers per month. 4. 6 devices sold every second (worldwide), 2 per second out of them in India; India is the second largest market for Nokia. 5. Organized Trade - the Indian retail market, is the fifth largest retail destination globally, it's estimated to grow to US$ 427 billion by 2010.

Nokia has been working closely with operators in India to increase the geographical coverage and lower the total cost of ownership for consumers. Today, Nokia has one of the largest distribution network with presence across 1,30,000 outlets. In addition, the company also has Nokia Priority Dealers across the country and Nokia Concept stores in Bangalore, Delhi, Jaipur, Hyderabad, Chandigarh, Ludhiana, Chennai, Indore and Mumbai to provide customers a complete mobile experience. Nokia will further increase its efforts to build trusted consumer relationships, moving from single transactions to dynamic dialogue with the consumers. Nokia will continue to invest to drive growth in the device business. The vision of Nokia is a world where everybody can be connected, thus we will aim to address every relevant geography and price point and strive to bring the best mobile

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devices everywhere. Broad device base creates a foundation for our services business. Nokia will create context enriched services to complement the device experience and to offer compelling solutions for consumers and businesses alike.

ACHIEVEMENTS
1. Ranked No 1 Most Trusted Brand Survey by Brand Equity, 2008 2. Ranked the No 1. MNC in India by Businessworld, Indias leading business weekly, 2006 3. Ranked as the No. 1 telecommunications equipment vendor in the country by Voice & Data for five consecutive years 2008, 2007, 2006,2005 and 2004 4. Ranked as the 9th most powerful brand by Millward Browns BrandZ 2008 5. Ranked worlds 4th most valuable brand by Interbrand, 2007 6. Ranked Asias most trusted brand by the Media-Synovate, 2006

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II.3 VISION & MISSION VISION


Our customers continue to our First Priority Nokias future success depends on delivering great experiences to our customers by creating products and solutions that work seamlessly and are appealing. Everyone has a need to communicate and share. Nokia helps people to fulfil this need and we help people feel close to what matters to them. We focus on providing consumers with very human technology technology that is intuitive, a joy to use, and beautiful. We are living in an era where connectivity is becoming truly ubiquitous. The communications industry continues to change and the internet is at the center of this transformation. Today, the internet is Nokia's quest. Nokia's strategy relies on growing, transforming, and building the Nokia business to ensure its future success.

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 dont. 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.

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II.4 ORGANIZATION STRUCTURE

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II.5 PRODUCT/SERVICE RANGE

List of Nokia products


The following is a partial list of products branded by Nokia. 1 Mobile phones 1.1 Classic series The Mobira series 1.2 Original series 1.3 10009000 series _ 1.3.1 Nokia 1000 series Ultrabasic series _ 1.3.2 Nokia 2000 series Basic series _ 1.3.3 Nokia 3000 series Expression series _ 1.3.4 Nokia 5000 series Active series _ 1.3.5 Nokia 6000 series Classic Business series _ 1.3.6 Nokia 7000 series Fashion and Experimental series _ 1.3.7 Nokia 8000 series Premium series _ 1.3.8 Nokia 9000 series Communicator series (discontinued) 1.4 Special function phones _ 1.4.1 Nokia Eseries Enterprise series _ 1.4.2 Nokia Nseries Multimedia Computer series _ 1.4.3 Nokia N-Gage Mobile gaming devices (discontinued) _ 1.4.4 VERTU Luxury phones _ 1.4.5 Cardphones (PCMCIA) _ 1.4.6 Concept phones
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2 Other products
2.1 Digital television 2.2 ADSL modems 2.3 WLAN products 2.4 Telephone switches 2.5 GPS products 2.6 TETRA 2.7 Internet tablets 2.8 Security solutions 2.9 Software solutions 2.10 Military communications 3 References 4 External links

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RESEARCH METHODOLOGY

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III.1 CONCEPT METHODOLOGY

CONSUMER SATISFACTION
Consumer satisfaction may be defined as the utility of the customer which they get from the products and services rendered by the business organizations. Customers always want the maximum utility from the products and services. Hence to study the customers satisfaction, should be the main aim of every business organization.

RESEARCH
Research in Management can be defined as the process of systematic investigation of any Management problem and it is used as Management tools for problem solving and decision making. It comprises defining and Re-defining problems, formulating hypothesis, collecting, organizing and evaluating data, making deductions and making conclusions and at last, carefully testing the conclusions to determine whether they fit the formulated hypothesis.

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The research is done by collecting primary and secondary data.

III.2 Primary Data:


It is obtained by a study, specifically designed to fulfill the data needs of the problems at hand. Such data is original in character and is generated in large number of surveys conducted mostly by government and also by some individual institutions and research bodies. It is collected through personal interview, schedule, etc. The data is first hand in new sample size.

Sample Size: The sample size of my project was 50 customers.

Sampling Method: For collecting primary data personal interviews were conducted.

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III.2.1 Tool & Technique of Collection Of Primary Data:


For the present study, primary data was collected through simple random sampling technique.

III.2.1.1 OBSERVATION METHOD


The observation method involves human or mechanical observation of what people actually do or what events take place during a buying or consumption situation. Information is collected by observing process at work.

III.2.1.2 QUESTIONNAIRE METHOD


Questionnaire is a job analysis method, it to be completed by job-holders and approved by job-holders superiors, are useful when a large number of jobs are to be covered. A questionnaire is a quick and efficient way to obtain information from a large number of employees.

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III.2.1.3 BEHAVIOURAL DATA


Information employed in marketing for designing promotional campaigns based on consumers buying habits, brand preferences, and product usage.

III.3.2 Secondary Data:


It is the data which is not originally collected but rather obtained from published source.

III.3.2.1 Sources Of collection Of Secondary Data:


Data is collected from available sources like journals, magazines, internet, etc. 1. Website 2. Data analysis 3. Books.

It consists of information that already exists somewhere have been collected for some purposealso attitudinal data and demographic data.

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DATA ANALYSIS

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Q1) Sources of information about Nokia Mobile


Table No. 1 Source Print Media Television Hoardings Family & Friends Total No Of Customers 8 18 14 10 50

Print Media 20% 16% Television

28%

36%

Hoardings

Family & friends

Analysis:
20% respondents got information about the Nokia through family and friends an only 36%, 16% and 28% got information through television, print media & hoardings respectively. This indicates that there is less advertisement of Nokia mobile.
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Q2) Why you prefer Nokia Mobile?


Table No. 2

Preference Low Price Good Feature Good Looks Reliability

No Of Customers 10 13 15 12

24%

20%

Low Price

Good Feature 26% 30% Good Looks

Reliability

Analysis:
The above table clearly indicates that out of the total respondents, 26% respondents buy Nokia Mobile for its good feature, 20% for low price and 30% for its look and 24% for reliability. This indicates that people prefer Nokia Mobile because they get good feature with low price.
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Q3) Whichcolour you mostly prefer?


Table No. 3

Colour Black Silver Red Grey Other

No Of Customers 29 10 4 5 2

10% 8%

4%

Black 20% 58% Silver Red Gray Other

Analysis:
The above table clearly indicates that out of the total respondents, 58% respondents prefer black colour. This indicates black colour is mostly preferred by the customer.
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Q4) How will you grade the price of the Nokia mobile?
Table No. 4

Price Costly Affordable Cheap Cant Say

No Of Customers 8 30 10 2

4% 20%

16% Costly Affordable Cheap 60% Can't Say

Analysis:
The above table clearly indicates that out of the total respondents, around 60% respondents grade the price of the mobile as affordable for them. This is the good sign for company that the people can afford for buying the mobile.

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Q5) How will you Grade the sound quality?


Table No. 5

Sound Quality Good Better Excellent Cant Say

No Of Customers 18 25 6 1

2% 12% 36% Good Better 50% Excellent Cant Say

Analysis:
The above table clearly indicates that out of the total respondents, around 50% respondents feels that the sound quality of the mobile is better. This indicates that they want better sound quality.
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Q6) How will you grade the clarity of camera?


Table No. 6

Camera Clarity Clear Fade Fine Average

No Of Customers 28 2 17 3

6% Clear 56% Fade Fine Average

34%

4%

Analysis:
The above table clearly indicates that out of the total respondents, around 56% respondents feels that the clarity of the camera is clear, but 4% respondents say that the clarity of the camera is fade which shows that the company should try to improve the camera quality.

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Q7) How will you grade the headphone quality as compare to other mobiles headphone?
Table No. 7

Headphone Quality Better Comparative Not Better Cant Say

No Of Customers 30 9 10 1

2% 20% Better Comparative 18% 60% Not Better Cant Say

Analysis:
The above table clearly indicates that out of the total respondents, around 60% respondents feel that headphone quality of Nokia is better than other mobiles headphone.

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Q8) What is the battery backup of the mobile after being full charged?
Table No. 8

Battery Backup 1 Day 2 Days More Than 2 days

No Of Customers 10 25 15

0% 30% 20% 1 Day

2 Days 50% More Than 2 days

Analysis:
The above table clearly indicates that out of the total respondents, around 50% respondents believe that battery backup is for 2 day, if being fully used and 30% believe that battery backup is for more than 2 days. This shows that battery is good.

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Q9) Do you have any of the following problem in the mobile?


Table No. 9

Problems Hanging Problem Display Problem Network Problem Battery Problem No Problem

No Of Customers 8 3 1 6 32

16% 6% 2%

Hanging Problem Display Problem Network Problem Battery Problem No Problem

64%

12%

Analysis:
The above table clearly indicates that out of the total respondents, around 16% respondents face hanging problem, 12% face battery problem, 6% face display problem and 64% facing no problem.

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Q10) Is there every model available in the store?


Table No. 10

Availability Available Not Available Cant Say

No Of Customers 35 10 5

0% 10% 20% Available Not Available 70% Cant Say

Analysis:
The above table clearly indicates that out of the total respondents, around 70% respondents say that every model of the mobile is available is the showroom.

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Q11) Do you like the in-call background sound feature in the mobile?
Table No. 11

In-call background sound Facility Yes No

No Of Customers 42 8

0% 0% 16%

Yes No 84%

Analysis:
The above table clearly indicates that out of the total respondents, around 84% respondents like the in-call background sounds. This is the good sign for the company.

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Q12) Do you used the mobile having dual sim i.e. GSM & CDMA which has been launched 1st time in India?
Table No. 12

Dual Sim Yes No Dont Know

No Of Customers 9 25 16

0% 18% 32% Yes No 50% Dont Know

Analysis:
The above tables clearly indicate that out of the total respondents, around 50% respondents yet have not used the dual mode mobile and 32% even dont know about it. This shows that sales promotion of the company is not good.

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Q13) Do you like to buy Nokia dual sim mobile?


Table No. 13

Dual Sim Yes No Cant Say

No Of Customers 35 13 2

0% 4% 26% Yes

No 70% Cant Say

Analysis:
The above table clearly indicates that out of the total respondents, around 70% respondents visit would like to buy this dual mode mobile so the company make more and more dual mode mobile available in the market and also advertise for it.

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Q14) Is the service centre of Nokia available near to your place?


Table No. 14

Service Centre Yes No

No Of Customers 35 15

0% 0% 30%

Yes 70% No

Analysis:
The above table clearly indicates that out of the total respondents, around 70% respondents say that there is maximum no. of service center available in the town.

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Q15) Are you satisfied with the pre & after sale services?
Table No. 15

Services Satisfied Not Satisfied Cant Say

No Of Customers 40 7 3

0% 6% 14%

Satisfied Not Satisfied 80% Cant Say

Analysis:
The above table clearly indicates that out of the total respondents, around 80% respondents are satisfied and around 14% customers are not satisfied with the pre & after sale service. So the company should try to provide better pre & after sale service.

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Q16) Are you aware of the different schemes on the Nokia Mobile?
Table No. 16

Schemes Yes No Cant Say

No Of Customers 30 15 5

0% 10%

30% Yes 60% No Cant Say

Analysis:
The above table clearly indicates that out of the total respondents, around 50% respondents are aware the scheme on the mobile and 30% respondents are not aware the scheme on the mobile.

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Q17) Does it have a good resale value?


Table No. 17

Resale Value Yes No Cant Say

No Of Customers 33 12 5

0% 10% Yes

24%

No 66% Cant Say

Analysis:
The above table clearly indicates that out of the total respondents, around 66% respondents believe that the Nokia mobile have the good resale value and the mobile have the status in the market.

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Q18) Will you suggest the Nokia Mobile to other person?


Table No. 18

Suggest Yes No

No Of Customers 45 5

0% 0% 10%

Yes 90%

No

Analysis:
The above table clearly indicates that out of the total respondents, around 90% respondents like to suggest the mobile to other which is the good sign for the company.

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Q19) Are you satisfied with Nokia?


Table No. 19 Suggest Yes No No Of Customers 48 2

0% 4%

Yes No 96%

Analysis:
The above table clearly indicates that out of the total respondents, around 96% respondents satisfied to the mobile to other which is the good sign for the company.

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Q20) Would you like to buy the Nokia Mobile again?


Table No. 19

Buy Again Yes No

No Of Customers 43 7

0% 0% 10%

Yes

90%

No

Analysis:
The above table clearly indicates that out of the total respondents, around 90% respondents customer like to buy Nokia mobile again which is the good sign for the company.
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V. SAMPLING TECHNIQUES
Sampling methods are classified as either probability or non probability. In probability sampling, each member of population has a known non zero probability of being selected. Probability sampling method includes random sampling, systematic sampling, and stratified sampling. In non probability sampling method members are selected from the population in some non-random manner. These include convenience sampling, judgment sampling, quota sampling and snowball sampling. The advantage of probability sampling is that sampling error can be calculated. Sampling error is degree to which a sample might differ from population when inferring to the population; results are reported plus or minus the sampling error. In non probability sampling, the degree to which the sample differs from the population remains unknown.

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VI. SAMPLE SIZE


Where the frame and population are identical, statical theory yields exact recommendations on sample size. However where it is not straight forward to define a frame representative of population, it is more important to understand the cause system of which the population is outcomes and ensure that all sources of variation are embraced in the frame. Large number of observations are no of value if major sources of are neglected in the study. In other words, it is taking a sample group that matches the survey category and easy to survey. Sample size means the number of sampling unit selected from the populationfor the purpose of investigation. The citizens of Pune city are taken up as the universe in which the research will be conducted.

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VII. CONCLUSION
After analyzing primary and secondary I came to the conclusion that Nokia is the best mobile company in Indian market. Overall the company are providing good feature with affordable price. Gaining and maintaining consumer preference is a battle that is never really won. Continued and consistent branding initiatives that reinforce the consumers purchase decision will, over time, land the product in consumer preference sets. Attaining and sustaining preference is an important step on the road to gaining brand loyalty. Most of the consumers prefer Nokia mobiles in Wembley, due to its strong brand image, and the main factor forcing the customers to buy Nokia mobiles is advertisements through the print and electronic media.

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VIII.SUGGESTIONS
On the basis of conclusion I would like to give some suggestion which should company should take into consideration: TV advertisements can be renewed explaining the product feature and aggressive marketing will help the company. Awareness of the product is less among the people. So, the company may take several steps to create such awareness regarding its values to the customers. The company can adopt new strategies and policies to overcome thecompetition.

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IX. BIBLIOGRAPHY
MARKETING MANAGEMENT: Marketing Management Marketing Management Marketing Management

PHILIP KOTLER RANJAN SAXENA P. C. PARDESHI

RESEARCH METHODOLOGY : Research Methodology Marketing Research

C.R. KOTHARI G.C. BERI

WEBSITE www.Nokia.co.in www.Nokia mobile. in

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Questionare for Nokia Mobile phone user


Q1. Place for preference for buying Mobile Phone? 1. Priority outlet ( ) 2.Gray market ( ) 3. Dealers 4. Others () ()

Q2.Are you satisfied with price of Nokia phone? 1.High satisfied () 2. Satisfied () 3. Neither satisfied nor dissatisfied () 4. Dissatisfied () 5. Highly dissatisfied () \ Q3. Are you satisfied with Advertisements of Nokia phone? 1.High satisfied 2. Satisfied 3. Neither satisfied nor dissatisfied 4. Dissatisfied 5. Highly dissatisfied () () () () ()

Q4. Are you satisfied with Features of Nokia phone? 1.High satisfied 2.Satisfied 3.Notsatisfied () () ()

Q5. Are you satisfied with Audio output? 1.High satisfied 2. Satisfied 3.Not satisfied () () ()

Q6. Are you satisfied with Software compatibility? 1.High satisfied 2. Satisfied () ()

3.Not satisfied

()
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Q7. Are you satisfied with Built in memory? 1.High satisfied ( ) 2. Satisfied ( ) 3.Not satisfied ( ) Q8. Are you satisfied with Camera/video quality? 1. .High satisfied ( ) 2. Satisfied () 3.Not satisfied () Q9. Are you satisfied with Accessories? 1. High satisfied 2. Satisfied 3.Not satisfied () () ()

Q10. Are you satisfied with Appearances? 1. High satisfied 2. Satisfied 3.Not satisfied () () ()

Q11. Are you satisfied with Battery backup? 1. High satisfied 2. Satisfied 3.Not satisfied () () ()

Q12. Are you satisfied with its services provided by Nokia service center? 1. High satisfied 2. Satisfied 3.Not satisfied () () ()

Q13. Are you satisfied with its Brand image? 1. High satisfied 2. Satisfied 3.Not satisfied () () ()
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Q14. Are you satisfied with its life? 1. High satisfied 2. Satisfied 3.Not satisfied () () ()

Q15. Are you fully aware all the Features of Nokia phone? 1.Yes ( ) 2. No ( )

Q16. Who suggested you buy Nokia phone? 1.Family 3.Friends 5. Dealer Q17. Age? 1.Below 20 2. 21-30 3.31-40 4. 41-50 5. More than 50 Q18. Sex? 1. Male ( ) 2. Female ( ) Q19. Your education qualification? 1.Primary () 2. Secondary 4. Post graduate () () () () () () () () () () 2. Relative 4. Neighbors 6.Advertisment () () ()

3. Graduate ( )

Q20. Your monthly income? 1.Below 10000 ( ) 2. 10000-20000 ( ) 4. 30000-40000 ( ) 5. More than 40000 ()

3. 20000-30000 ( )

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