CONTENTS

Chapter Page

N.o particulars N.o

List of tables
List of charts
1. Introduction

Company profile

Products and services

2. Objectives of study
3. Limitations of the study
4. Scope of the study
5. Research methodology
6. Data analysis and interpretation
7. Findings
8. Suggestions
9. Conclusion
Annexure
Questionnaire
Bibliography

LIST OF TABLES

Table n.o Page n.o

Title
1. Gender of respondents
2. Nationality of respondents
3. Level of satisfaction towards models available
4. Level of satisfaction towards features provided on Nokia handsets
5. Level of satisfaction towards audio performance of Nokia handsets
6. Level of satisfaction towards screen clarity of Nokia handsets
7. Level of satisfaction towards the price of Nokia handsets
8. Reason for choosing Nokia handsets
9. Location of purchase
 10. Awareness of different models and features on Nokia handsets
11. Level of satisfaction towards battery life of Nokia handsets
12. Price justification
13. Most preferred Nokia model by students
14. Reason for model being most preferred
15. Most preferred feature in Nokia handsets
16. Availability of Nokia service shops
17. Future purchase decision

LIST OF CHARTS

Table n.o Page n.o

Title
1. Gender of respondents
2. Nationality of respondents
3. Level of satisfaction towards models available
4. Level of satisfaction towards features provided on Nokia handsets
5. Level of satisfaction towards audio performance of Nokia handsets
6. Level of satisfaction towards screen clarity of Nokia handsets
7. Level of satisfaction towards the price of Nokia handsets
8. Reason for choosing Nokia handsets
9. Location of purchase
10. Awareness of different models and features on Nokia handsets
11. Level of satisfaction towards battery life of Nokia handsets
12. Pricing justification
13. Most preferred Nokia model by students
14. Reason for model being most preferred
15. Most preferred feature in Nokia handsets
16. Availability of Nokia service shops
17. Future purchase decision

INTRODUCTION

Telecommunication is the transmission of signals over a distance for the purpose

of communication. In earlier times, this may have involved the use of signals,
drums, semaphore, flags or heliograph. In modern times, telecommunication typically
involves the use of electronic devices such as telephones, television, radio or computers.
Early inventors in the field of telecommunication include Alexander Graham
Bell, Guillermo Marconi and John Logie Baird. Telecommunication is an important part
of the world economy and the worldwide telecommunication industry's revenue was
estimated to be $3.85 trillion in 2008.[1] The service revenue of the global
telecommunication industry was estimated to be $1.7 trillion in 2008, and is expected to
touch $2.7 trillion by 2013.

Society and telecommunication

Telecommunication has a significant social, cultural and economic impact on modern

society. In 2006, estimates placed the telecommunication industry's revenue at $1.2
trillion (USD) or just under 3% of the gross world product (official exchange rate) the
following sections discuss the impact of telecommunication on society.
Social impact
Telecommunication has played a significant role in social relationships. Nevertheless
devices like the telephone were originally advertised with an emphasis on the practical
dimensions of the device (such as the ability to conduct business or order home services)
as opposed to the social dimensions. It was not until the late 1920s and 1930s that the
social dimensions of the device became a prominent theme in telephone advertisements.
New promotions started appealing to consumers' emotions, stressing the importance of
social conversations and staying connected to family and friends.

Technologies like SMS and the telephone also had a significant impact on social
interactions. In 2000, market research group Ipsos MORI reported that 81% of 15 to 24
year-old SMS users in the United Kingdom had used the service to coordinate social
arrangements and 42% to flirt.

COMPANY PROFILE

Nokia Corporation

is a Finnish multinational communications corporation that is headquartered

in Keilaniemi, Espoo, a city neighboring Finland's capital Helsinki. Nokia is engaged in
the manufacturing of mobile devices and in converging Internet and communications
industries, with over 123,000 employees in 120 countries, sales in more than 150
countries and global annual revenue of EUR 41 billion and operating profit of €1.2
billion as of 2009.It is the world's largest manufacturer of mobile telephones: its global
device market share was about 39% in Q4 2009, up from 37% in Q4 2008 and 38% in Q3
2009, and its converged device market share was about 40% in Q4, up from 35% in Q3
2009.Nokia produces mobile devices for every major market segment and protocol,
including GSM, CDMA, and W-CDMA (UMTS). Nokia offers Internet services such
as applications, games, music, maps, media and messaging through its Ovi platform.
Nokia's subsidiary Nokia Siemens Networks produces telecommunications
network equipment, solutions and services. Nokia is also engaged in providing free
digital map information and navigation services through its wholly-owned
subsidiary Navteq.

Nokia has sites for research and development, manufacture and sales in many countries
throughout the world. As of December 2009, Nokia had R&D presence in 16 countries
and employed 37,020 people in research and development, representing approximately
30% of the group's total workforce. The Nokia Research Center, founded in 1986, is
Nokia's industrial research unit consisting of about 500 researchers, engineers and
scientists. It has sites in seven countries: Finland, China, India, Kenya, Switzerland, the
United Kingdom and the United States. Nokia plays a very large role in the economy of
Finland; it is by far the largest Finnish company, accounting for about a third of
the market capitalization of the Helsinki Stock Exchange as of 2007, a unique situation
for an industrialized country.[12] It is an important employer in Finland and several small
companies have grown into large ones as its partners and subcontractors.[13] Nokia
increased Finland's GDP by more than 1.5% in 1999 alone. In 2004 Nokia's share of the
Finnish GDP was 3.5% and accounted for almost a quarter of Finland's exports in 2003.

NOKIA INDIA

Nokia has played a pioneering role in the growth of cellular technology in India, starting
with the first-ever cellular call a decade ago, made on a Nokia mobile phone over a
Nokia-deployed network.
Nokia started its India operations in 1995, and presently operates out of offices in New
Delhi, Mumbai, Kolkata, Jaipur, Lucknow, Chennai, Bangalore, Hyderabad, Pune and
Ahmadabad. The Indian operations comprise of the handsets business; R&D facilities in
Bangalore, Hyderabad and Mumbai; a manufacturing plant in Chennai and a Design
Studio in Bangalore.
Over the years, the company has grown manifold with its manpower strength increasing
from 450 people in the year 2004 to over 15000 employees in March 2008 (including
Nokia Siemens Networks). Today, India holds the distinction of being the second largest
market for the company globally.
Devices business
Nokia has established itself as the market and brand leader in the mobile devices market
in India. The company has built a diverse product portfolio to meet the needs of different
consumer segments and therefore offers devices across five categories i.e. Entry, Live,
Connect, Explore and Achieve. These include products that cater to first time subscribers
to advanced business devices and high performance multimedia devices for imaging,
music and gaming.
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.
Services business
With the global launch of Ovi, the company's Internet services brand name, Nokia is
renewing itself to be at the forefront of the convergence of internet and mobility. From
being a product centric company, Nokia is now focusing to become solutions centric. The
strategic shift is built on Nokia’s bid to retain consumers and empower Nokia device
owners to realize the full potential of the Internet. Nokia will build a suite of Internet
based services like Nokia Maps, the Nokia Music Store and Nokia N-Gage around its Ovi
brand.
Infrastructure business
Nokia Siemens Networks is a leading global enabler of communications services. The
company provides a complete, well-balanced product portfolio of mobile and fixed
network infrastructure solutions and addresses the growing demand for services with
20,000 service professionals worldwide. Its operations in India include Sales &
Marketing, Research & Development, Manufacturing and Global Networks Solutions
Centre. Headquartered in Gurgaon, Nokia Siemens Networks has 47 offices and presence
in over 170 locations across the country.
R & D centers
Nokia has three Research & Development centers in India, based in Hyderabad,
Bangalore and Mumbai. These R&D hubs are staffed by engineers who are working on
next-generation packet-switched mobile technologies and communications solutions to
enhance corporate productivity.
The Center in Bangalore, the biggest R&D site in the country comprises S60 Software
Organization, Common Technologies, Next Generation now called Maemo Software,
Productization and Software & Services.
Some firsts for Nokia in India

1995 – First mobile phone call made in India on a Nokia phone on a Nokia network
1998 - Saare Jahaan Se Acchha, first Indian ringtone in a Nokia 5110
2000 - First phone with Hindi menu (Nokia 3210)
2002 - First Camera phone (Nokia 7650)
2003 - First Made for India phone, Nokia 1100
2004 - Saral Mobile Sandesh, Hindi SMS on a wide range of Nokia phones
2004 - First Wi-fi Phone- Nokia Communicator (N9500)
2005 – Local UI in additional local language
2006 – Nokia manufacturing plant in Chennai
2007 – First vernacular news portal
Some Achievements for Nokia
• Ranked No 1 Most Trusted Brand Survey by Brand Equity, 2008
• Ranked the No 1. MNC in India by Business world, India’s leading business
weekly, 2006
• Ranked as the No. 1 telecommunications equipment vendor in the country by
Voice & Data for five consecutive years –2008, 2007, 2006,2005 and 2004
• Ranked as the 9th most powerful brand by Millward Brown’s BrandZ 2008
• Ranked world’s 4th most valuable brand by Interbrand, 2007
• Ranked Asia’s most trusted brand by the Media-Synovate, 2006

Nokia Manufacturing Plant- Sriperumbudur, Chennai

As the global leader in mobile communications, Nokia is committed towards developing
its manufacturing infrastructure and establishing a global sourcing network. The Nokia
India manufacturing facility located in Sriperumbudur, Chennai is Nokia's tenth mobile
device production facility globally and has been created in line with Nokia's global
philosophy of developing world class manufacturing systems that enable best-in-class
quality, lowest cost, world class responsiveness, just in time delivery and a challenging
and joyful work environment.
Factory Highlights
• The factory construction from ground breaking to manufacturing of the first
product took 5 months
• Started with 550 people in January 2006, and grown to 8000 people
Spread over an area of 210.87 acres, Nokia started its operations with 550 employees in
January 2006 and today boasts of 8000 employees, 70 percent of whom are women.
Currently the factory exports to 50+ countries in South East Asia, Middle East, Africa,
Australia and New Zealand, other than catering to the demands of the domestic market.
Nokia's manufacturing facility in India reiterates its commitment to the fast growing
Indian telecommunications market.
The Chennai facility has been built keeping in mind Nokia's commitment to employee
safety and in compliance with environmental standards. The quality management and
safety systems at the Nokia manufacturing facility in Chennai are world class.
Nokia lays special emphasis on the well being of its employees and the Chennai
manufacturing site has a highly motivating work environment that is designed to sustain a
large & diverse talent pool. Nokia's employee practices are committed to ethical conduct,
full compliance to applicable national and international laws and respect for human rights
in the spirit of internationally recognized international labor standards in the ILO
conventions, the United Nations' Universal Declaration of Human Rights and the
Convention on Rights of the Child.
Nokia Telecom Park
Chennai was selected as the location for the Nokia Telecom Industry Park due to the
availability of skilled labor, support from the state government and the presence of good
logistics connections. The mission of the Nokia Telecom Industry Park is to create a
network of co-located and co-dependent partners that operate at world class standards and
manufacture high quality products.
Developing the Nokia Telecom Industry Park in Chennai into a world class high-tech
industrial zone is an important part of Nokia's global manufacturing and R&D network
strategy. The Telecom Industry Park not only underlines Nokia's successful cooperation
with the Indian government but also represents a unique and optimized business model
that will provide growth opportunities for all parties in the value chain. The 210.87 acres
of land in the Telecom Industry Park provides Nokia with the benefits of a pollution free
environment, in-house customs clearance, and uninterrupted power supply.
With Nokia as the key enabler, the Telecom Park is expected to attract about 8 global and
domestic component suppliers and service providers and create more than 30,000
jobs when it is in full operation. This Nokia Telecom Park will ensure that the Nokia
India Chennai factory has a consistent supply of lowest total cost material and services
from reliable, collaborative sources of global and local suppliers.
Nokia Telecom Industry Park
Construction update and facts
• Size - 210.87 acres
• External fencing around Nokia Telecom Industry Park - 5.7 km in length
• Area of main building: 30,748 m2
• Total amount of structural steel used in factory construction 2500 t
• Total Capacity of under ground water sump at factory 450 m3
• Project Safety target achieved - One Million man hours without Lost Time Injury
The Nokia Telecom Park also has made significant progress with 7 suppliers already
signed up. These include Salcomp, Aspocomp, Foxconn, Perlos, Jabil, Laird and Wintek.
Of these, 2 suppliers have already started shipping to Nokia Chennai viz., Salcomp and
Perlos. The Park will strengthen Nokia's delivery capabilities with added efficiencies and
flexibility.
Nokia has been the engine of the investment train in Chennai's manufacturing corridor.
Many electronics manufacturing companies have announced plans to come to the city
since Nokia's establishment. The total impact of the Nokia SEZ can be measured only by
an assessment of the actual potential realized – encompassing construction, direct
employment and services opportunities that are sure to come in response to the rising
headcounts.
Since the launch, the Nokia facility and the Telecom Park have not only met the targets
set at the beginning, but created an extremely bullish atmosphere in the Sriperumbudur
manufacturing corridor. Nokia will continue to play a key and leading role in the
development of this region.
Some of the products
5165 N72 1100
OBJECTIVES OF THE STUDY

Primary objective
1. To determine level of satisfaction towards nokia handsets by students at Ksr
college of arts and science.

Secondary objectives
2. Determine most preferred model of nokia handset.
3. Most preferred feature of nokia handsets
 LIMITATIONS

1. Time limitations thus choice of 150 respondents.

2. Research was limited to students only hence cutting into the market segment.

3. Respondents might have modified their answers in attempt to be logical or

imitate others.
 SCOPE OF THE STUDY
Satisfaction analysis is a dynamic aspect in any organization hence necessary to
study, analyze and understand continuously and monitoring it for better and effective
decisions in respect to product, price, promotion and physical distribution.
This study helps to understand the customer who they are, what they want thus
helping in pricing, quality and product features.
RESEARCH METHODOLOGY

Research methodology is a systematic way of solving the research problem faced in

conduction of research. Hence the methodology for each research problem needs to be
designed by the researcher. The methodology of the search process is as follows.

Type of research

Descriptive research is used to conduct this project work. Isolation and focus is on nokia
handset owners among the student populace in KSR College of arts and science.

Data source

Primary data through personal interviews and issue of questionnaire to target group.

Geographical area

KSR College of arts and science.

Population

Students in KSR College of arts and science.

Sampling technique

Selective sampling Isolation and focus is on nokia handset owners among the student
populace in KSR College of arts and science.

Sample size

Sample size of 100 students’ nokia owners in random order.

Research instrument

Questionnaire

Statistical tools

Percentage analysis
Table n.o 1
Gender of respondents

Gender number percentage

Male 122 81.33

Female 28 18.67

total 150 100

Inference
The analysis shows that the majority of respondents were male students at 122 as
compared to female students at 28. The percentage of male to female students responding
to the questionnaire was 81.33 and 18.67 respectively.
Chart n.o 1
Gender of respondents

160

140

120

100
number
80
percentage
60

40

20

0
Male Female total
number 122 28 150
percentage 81.33 18.67 100
Table n.o 2
Nationality of respondents

number percentage
Indian citizens 105 70
foreigners 45 30

total 150 100

Inference
The analysis shows that the number of student respondents is majority Indian students
with a 105 and the foreigner students at 45.this is due to the number of native students in
KSR college of arts and science.
Chart n.o 2
Nationality of respondents

120

100

80

number
60
percentage

40

20

0
Indian citizens foreigners
number 105 45
percentage 70 30
Table n.o 3

Level of satisfaction towards models available

Level of satisfaction number percentage

Highly satisfied 58 38.66
satisfied 75 50
Not satisfied 11 7.33
Dissatisfied 2 1.33
Highly dissatisfied 4 2.66
total 150 100

Inference
The satisfaction level towards varieties of nokia models is highest at satisfied 50%,
highly satisfied 38.66% the rest are below 10%. This means students of KSR College of
arts and science. Are satisfied with the range of nokia models available.
Chart n.o 3

Level of satisfaction towards models available

160

140

120

100
number
80
percentage
60

40

20

0
Highly Highly
satisfied Not satisfied Dissatisfied total
satisfied dissatisfied
number 58 75 11 2 4 150
percentage 38.66 50 7.33 1.33 2.66 100
Table n.o 4

Level of satisfaction towards features provided on Nokia handsets

Level of satisfaction number percentage

Highly satisfied 55 36.66
satisfied 82 54.66
Not satisfied 11 7.33
Dissatisfied 0 0
Highly dissatisfied 2 1.33
total 150 100

Inference
The satisfaction level towards features provided on nokia handsets was also favorable
with 82 students being satisfied making 54.66%.highly satisfied students numbered at 55
making a 36.66% margin. The rest were under 10% with 2 students being highly
dissatisfied. No students registered as dissatisfied. This shows that students have high
level of satisfaction towards features on nokia handsets.
Chart n.o 4

Level of satisfaction towards features provided on Nokia handsets

160

140

120

100
number
80
percentage
60

40

20

0
Highly Highly
satisfied Not satisfied Dissatisfied total
satisfied dissatisfied
number 55 82 11 0 2 150
percentage 36.66 54.66 7.33 0 1.33 100
Table n.o 5

Level of satisfaction towards audio performance of Nokia handsets

Level of satisfaction number percentage

Highly satisfied 58 38.66
satisfied 76 50.66
Not satisfied 14 9.33
Dissatisfied 1 0.66
Highly dissatisfied 1 0.66
total 150 100

Inference
The satisfaction level towards audio performance of nokia handsets was also favorable
with 76 students being satisfied making 50.66%.highly satisfied students numbered at 58
making a 38.66% margin. The rest were under 10% with 1 student being highly
dissatisfied.1 students registered as dissatisfied. This shows that students have high level
of satisfaction towards audio performance of nokia handsets
Chart n.o 5

Level of satisfaction towards audio performance of Nokia handsets

160

140

120

100
number
80
percentage
60

40

20

0
Highly Highly
satisfied Not satisfied Dissatisfied total
satisfied dissatisfied
number 58 76 14 1 1 150
percentage 38.66 50.66 9.33 0.66 0.66 100
Table n.o 6
Level of satisfaction towards screen clarity of Nokia handsets

Level of satisfaction number percentage

Highly satisfied 52 34.66
satisfied 81 54
Not satisfied 14 9.33
Dissatisfied 2 1.33
Highly dissatisfied 1 0.66
total 150 100

Inference
The satisfaction level towards screen clarity on nokia handsets was also favorable with 81
students being satisfied making 54%.highly satisfied students numbered at 52 making a
34.66% margin. The rest were under 10% with 1 students being highly dissatisfied.2
students registered as dissatisfied.
Chart n.o 6
Level of satisfaction towards screen clarity of Nokia handsets

160

140

120

100
number
80
percentage
60

40

20

0
Highly Highly
satisfied Not satisfied Dissatisfied total
satisfied dissatisfied
number 52 81 14 2 1 150
percentage 34.66 54 9.33 1.33 0.66 100
Table n.o 7
Level of satisfaction towards the price of Nokia handsets

Level of satisfaction number percentage

Highly satisfied 35 23.33
satisfied 73 48.66
Not satisfied 32 21.33
Dissatisfied 6 4
Highly dissatisfied 4 2.66
total 150 100

Inference
The satisfaction level towards price of nokia handsets was also favorable with 73 students
being satisfied making 48.66%.highly satisfied students numbered at 35 making a
23.33% margin. Neutral respondents numbered 32 with a margin of 21.33% the rest were
under 10% with 4 students being highly dissatisfied.6 students registered as dissatisfied.
Chart n.o 7
Level of satisfaction towards the price of Nokia handsets

160

140

120

100
number
80
percentage
60

40

20

0
Highly Highly
satisfied Not satisfied Dissatisfied total
satisfied dissatisfied
number 35 73 32 6 4 150
percentage 23.33 48.66 21.33 4 2.66 100
Table n.o 8
Reason for choosing Nokia handsets

number percentage
features 87 58
price 39 26
Other reasons 24 16
total 150 100

Inference
Reasons for choosing nokia handsets where classified by three major criteria with
features provided on nokia being top with 87 students at 58% and price at 39 students
with a margin of 26% other reasons ranging from being gift, durability design had 24
with a 16% margin.
Chart n.o 8
Reason for choosing Nokia handsets

160

140

120

100
number
80
percentage
60

40

20

0
features price Other reasons total
number 87 39 24 150
percentage 58 26 16 100
Table n.o 9
Location of purchase

Location of purchase number percentage

Nokia dealer 95 63.33
Local mobile shop 53 35.33
Others locations 2 1.33
total 150 100

Inference
95 students purchased their nokia handsets from a nokia dealership making 63.33% of all
the respondents while 53 students purchased their nokia handsets from local mobile shops
marking a 35.33% moreover 2 students specified that they purchased their nokia handset
from either second hand shops, given as a gift.
Chart n.o 9
Location of purchase

160

140

120

100
number
80
percentage
60

40

20

0
Nokia dealer Local mobile shop Others locations total
number 95 53 2 150
percentage 63.33 35.33 1.33 100
Table n.o 10
Awareness of different models and features on Nokia handsets

number percentage
Advertisement 75 50
Friends 61 40.66
Family 11 7.33
Other modes 3 2
total 150 100

Inference
Advertisement was the most effective mode with 75 students marking a 50% margin 61
students stated friends as their mode of awareness at 40.66% while awareness by
members of the family had 7.33% from 11 students other means like internet ranked at
2% with only 3 students.
Chart n.o 10
Awareness of different models and features on Nokia handsets

160

140

120

100
number
80
percentage
60

40

20

0
Advertisement Friends Family Other modes total
number 75 61 11 3 150
percentage 50 40.66 7.33 2 100
Table n.o 11
Level of satisfaction towards battery life of Nokia handsets

Level of satisfaction number percentage

Highly satisfied 51 34
satisfied 77 51.33
Not satisfied 16 10.67
Dissatisfied 3 2
Highly dissatisfied 3 2
total 150 100

Inference
The satisfaction level towards battery life of nokia handsets was also favorable with 77
students being satisfied making 51.33%.highly satisfied students numbered at 51 making
a 34% margin. Neutral respondents numbered 16 with a margin of 10.67% the rest were
under 10% with 3 students being highly dissatisfied.3 students registered as dissatisfied.
Chart n.o 11
Level of satisfaction towards battery life of Nokia handsets

160

140

120

100
number
80
percentage
60

40

20

0
Highly Highly
satisfied Not satisfied Dissatisfied total
satisfied dissatisfied
number 51 77 16 3 3 150
percentage 34 51.33 10.67 2 2 100
Table n.o 12
Price justification

number percentage
yes 104 69.33
no 46 30.66
total 150 100

Inference
104 students at 69.33% agreed that pricing of nokia handsets was justified considering
the performance of the phones while 46 students at 30.66% disagreed
Chart n.o 12
Price justification

160

140

120

100
number
80
percentage
60

40

20

0
yes no total
number 104 46 150
percentage 69.33 30.66 100
Table n.o 13
Most preferred Nokia model by students

number percentage
Express music series 120 80
The N series 25 16.66
E series 5 3.33
Normal handsets 0 0
total 150 100

Inference
Majority of the students agreed that the express music nokia range of handsets are most
preferred at 120 students making 80% the 5130 being the most preferred while the N
series had a 16.66% with 25 students preference the E series had 5 students mark at
3.33% however no student preferred the unspecialized range of nokia handsets.
Chart n.o 13
Most preferred Nokia model by students

160

140

120

100
number
80
percentage
60

40

20

0
Express music Normal
The N series E series total
series handsets
number 120 25 5 0 150
percentage 80 16.66 3.33 0 100
Table n.o14
Reason for model being most preferred

number percentage
Features 80 53.33
Price 42 28
Accessories 28 18.66
total 150 100

Inference
Features lead with 53.33% from a response by 80 students while price was at28% with 42
students finally accessories marked an 18.66% from 28 respondents.
Chart n.o14
Reason for model being most preferred

160

140

120

100
number
80
percentage
60

40

20

0
Features Price Accessories total
number 80 42 28 150
percentage 53.33 28 18.66 100
Table n.o 15
Most preferred feature in Nokia handsets

number percentage
music 74 49.33
Video 20 13.33
Picture quality 29 19.33
Calling and messaging 27 18
total 150 100

Inference
The students chose music as most preferred feature at 74 responses with 49.33% and
picture quality got 29 responses making it second with 19.33% while video and calling
and messaging got 20 responses at 13.33% and 27 responses at 18% respectively.
Chart n.o 15
Most preferred feature in Nokia handsets

160

140

120

100
number
80
percentage
60

40

20

0
Calling and
music Video Picture quality total
messaging
number 74 20 29 27 150
percentage 49.33 13.33 19.33 18 100
Table n.o 16
Availability of Nokia service shops

number percentage
Next door 6 4
Within 2kms 69 46
More than 2kms 47 31.33
Do not know 25 16.66
total 150 100

Inference
69 students live within 2kms of a nokia service shop making a 46% while 47 students live
more than 2kms from a nokia service shop only 6 students stay next door to a nokia
service however 25 students at 16.66% do not know of any service shop near them.
Chart n.o 16
Availability of Nokia service shops

160

140

120

100
number
80
percentage
60

40

20

0
Next door Within 2kms More than 2kms Do not know total

number 6 69 47 25 150
percentage 4 46 31.33 16.66 100
Table n.o 17
Future purchase decision

number percentage
Nokia same model 41 27.33
Nokia different model 86 57.33
Other mobile handset 23 15.33
total 150 100

Inference
Most number of students chose to remain loyal to nokia but change models numbering 86
respondents at 57.33% others at 27.33% a total of 41 respondents will still buy the same
model however 23 students will likely buy other mobile handsets marking a 15.33%.
Chart n.o 17
Future purchase decision

160

140

120

100
number
80
percentage
60

40

20

0
Nokia different Other mobile
Nokia same model total
model handset
number 41 86 23 150
percentage 27.33 57.33 15.33 100
Findings

1. The satisfaction level of students of Ksr College of arts and science towards nokia
handset is favorable and high.
2. It’s clear that most of the respondents are male students.
3. It’s also observed that the nokia xpress music series of handsets is most favored
by majority of the students for its emphasis on music even though some students
preferred picture and video features.
4. Most students believe that pricing of nokia phones is justified by the features
offered.
5. Most of the students agreed that features followed by price were a motivator in
their choice of phone.
6. Battery life of nokia handset was also considered to be satisfactory by most of the
students.
7. However quite a number of students opted to change their current nokia handset
with either another model o different brand. Giving reasons like trying out latest
models, better features and low priced substitutes.
Suggestions

Nokia has a lot of customer who are loyal due to its experience and being market leader
but here are some of the sectors the analysis has shown that need attention by Nokia
Company.
1. Battery life of some of the models is unfavorable.
2. internal memory is insufficient as compared to other phones of same categories
3. Blending dominant features like music and camera quality on single phone will
increase sales.
4. With the introduction of counterfeit low price phones nokia show review its
pricing policy as well.
Conclusion

Despite Nokia being the top largest mobile devices and services provider it faces a stiff
competition from companies like Sony Ericson and Motorola. Emphasis on surveys and
analysis of customer satisfaction on segments like students and market segment of 20-
35years will help Nokia in its continual dominance in the mobile telecommunication
industry.
Annexure

Questionnaire

1. Name

2. Contact

3. Gender.

4. Age

5. Nationality
Indian citizen [ ] foreign national [ ]

6. If foreign citizen state which country.

7. What model of nokia handset do you own?

8. Are you satisfied with the models available?

Highly satisfied [ ] satisfied [ ] not satisfied [ ] dissatisfied [ ] highly dissatisfied [ ]

9. Are you satisfied with the features provided on your nokia handset?

Highly satisfied [ ] satisfied [ ] not satisfied [ ] dissatisfied [ ] highly dissatisfied [ ]

10. Are you satisfied with the audio performance of your nokia handset?

Highly satisfied [ ] satisfied [ ] not satisfied [ ] dissatisfied [ ] highly dissatisfied [ ]

11. Are you satisfied with the screen clarity of your nokia handset?

Highly satisfied [ ] satisfied [ ] not satisfied [ ] dissatisfied [ ] highly dissatisfied [ ]

12. Are you satisfied with the price of your nokia handset?
Highly satisfied [ ] satisfied [ ] not satisfied [ ] dissatisfied [ ] highly dissatisfied [ ]

13. Why did you choose nokia handset?

Features [ ] price [ ] others specify_____________________

14. Where did you buy your phone?

Nokia dealer [ ] local mobile shop [ ] others specify_____________________

15. How did you become aware of the different models and features on nokia
handsets?

Advertisement [ ] friends [ ] family [ ] others specify_____________________

16. Are you satisfied with the battery life of your nokia handset?

Highly satisfied [ ] satisfied [ ] not satisfied [ ] dissatisfied [ ] highly dissatisfied [ ]

17. Do you feel price is justified considering phones performance?

Yes [ ] no [ ]

18. According to you which model is most preferred by students?

19. Reasons for that model being most preferred?

Features [ ] price [ ] accessories [ ] others specify_____________________

20. which feature is most preferred in nokia handset by students

A. music [ ] b.video [ ] c.picture quality [ ] d.calling and messaging [ ]

21. Any nokia service shops near you?

Next door [ ] within 2kms [ ] more than 2kms [ ] do not know [ ]

22. In future which handset will you most likely buy?

Nokia same model [ ] nokia different model [ ] other mobile handset [ ]

23. Justify you answer above

Bibliography
• Market research. D.D Sharma
• Statistical method S.P Guptha

Websites
• Nokia.com
• Encyclopedia Encarta
• Business world.com