A STUDY ON CUSTOMER SATISFACTION LEVEL TOWARDS MOBILE PHONES IN DHARMAPURI TOWN

BY GOKUL GANDHI

INTRODUCTION

INTRODUCTION CUSTOMER SATISFACTION

MEANING
Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectations. Customer satisfaction is the number of customers, or percentage of total customers. Whose reported experience with the firm, its products, or its service exceeds specified satisfaction goals. DEFINITION According to Harold E Edmondson Customer Satisfaction seems to appear in print more frequently than any other catch phrase used to describe a new found magic for industrial success. Before we proceed in to the study of the dynamics of Customer Satisfaction it is important to know about, who a customer is and what satisfaction really means. Customer satisfaction is defined by whether the customer chooses to do business with you or your company in the future. Many factors play a role in customer satisfaction, including customer service, product quality and the ease of doing business. Companies must consider customer satisfaction as an important role in the lifetime value of a customer.

SEVEN STEPS:
Encourage face-to-face dealings. Respond to messages promptly and keep yours clients informed. Be friendly and approachable. Have a clearly-Defined customer service policy. Attention to details. Anticipate your clients needs and go out of your way to help them out. Honor your promise.

MEANING OF CUSTOMER SERVICE

Customer service is serving your customer with a smile on your face, even when things dont go right.

DEFINITION OF CUSTOMER
A person, company or other entity which buys goods and services produced by another person, company or other entity. One who regularly or repeatedly makes purchases of a trader, a purchase a buyer.

DEFINITION OF CUSTOMER SERVICE

According to Jack Speer Excellent customer service is the process by which your organization delivers its services or products is way that allows the customer to access them in the most efficient, fair, cost effective and humanly satisfying and pleasurable manner possible. Customer service is a common term we are familiar with which means one who aids or provides helps to the purchase of goods and service.

SIX COMPETITIVE ADVANTAGES THROUGH CUSTOMER SATISFACTION:

Customer satisfaction

Repeat buying

Higher price

Loyalty in crises

Word or month

One stops shopping

New product innovatio n

Profit Pro fit

Corporate performance

Growth Growth

ADVANTAGE
Customer comments, suggestions and response about a companys products, business practices and customer service orientation are one of the biggest advantages of customer feedback surveys. Critical input and answer can help a company to develop better customer relation programs.

DISADVANTAGE

Customer feedback surveys and questionnaires can sometimes be too scientific and methodical to capture to humane instincts and traits of consumer. Rigorous analysis and interpret ion of feedback and answers provided by customers might not provide the right kind insights that business not to better serve customer.

IMPORTANCE
Since sales are the most important goal of any commercial enterprise. It become necessary to satisfy customer for customer satisfaction it is necessary to establish and maintain certain important characteristics like: a) Quality b) Fair prizes c) Efficient delivery d) Good customer handling skills e) Serious consideration of consumer complaints Satisfaction is the feeling of pleasure or disappointment attained from comparing a product perceived performance (outcome) in relation to his or her expectations. The customer is dissatisfied. If the performance matches the expectation, the customer satisfied. If the performance exceeds expectations the customer is highly satisfied.

HISTORY OF MOBILE SERVICES

In fact, mobile phones have significant history regarding to its development. At first, the mobile phones technology was used in trains throughout Europe during the 1950s. Then it was getting more common as radio communication in taxicabs and emergency vehicles in US. Most of the mobile phones had great size, weight and these were highly cost. It was started to become popular until FCC approved it in 1982. The development of the mobile phones was occurring at the same pace in all over the world especially in Japan and Europe. In 1979, cell phones were firstly launched in Japan, far long before the mobile phone entered the US market. Finally, the mobile phones were launched in US by the American company, Motorola. Moreover, the Japan and Europe also took the 3G phone standards faster than US in 2000s. On the old days, mobile phones were big and heavy, the size was getting to shrink down in the late of 1980s. Afterward, the much smaller mobile phones became popular and common in 1990s. The development happened along with the addition of new features such as note-taking, personal organization, and email.

HISTORY OF MOBILE PHONES

The history of mobile phones charts the development of devices which connect wirelessly to the public switched telephone network. The transmission of speech by radio has a long and varied history going back to Reginald Fessenden's invention and shore-toship demonstration of radio telephony, through the Second World War with military use of radio telephony links. Hand-held radio transceivers have been available since the

1940s. Mobile telephones for automobiles became available from some telephone companies in the 1940's. Mobile phone history is often divided into generations (first, second, third and so on) to mark significant step changes in capabilities as the technology improved

BEFORE CELLULAR NETWORKS

These mobile radio telephone services preceded modern cellular mobile telephony technology. Since they were the predecessors of the first generation of cellular telephones, these systems are sometimes retroactively referred to as pre cellular (or sometimes zero generation) systems. Technologies used in pre cellular systems included the Push to Talk (PTT or manual), Mobile Telephone System (MTS), Improved Mobile Telephone Service (IMTS), and Advanced Mobile Telephone System (AMTS) systems. These early mobile telephone systems can be distinguished from earlier closed radiotelephone systems in that they were available as a commercial service that was part of the public switched telephone network, with their own telephone numbers, rather than part of a closed network such as a police radio or taxi dispatch system.

CELLULAR CONCEPTS
In December 1947, Douglas H. Ring and W. Rae Young, Bell Labs engineers, proposed hexagonal cells for mobile phones in vehicles. Philip T. Porter, also of Bell Labs, proposed that the cell towers be at the corners of the hexagons rather than the centers and have directional antennas that would transmit/receive in three directions (see picture at right) into three adjacent hexagon cells on three different frequencies. At this stage, the technology to implement these ideas did not exist, nor had the frequencies been

allocated. Several years would pass before Richard H. Frenkiel and Joel S. Engel of Bell Labs developed the electronics to achieve this in the 1960s. In all these early examples, a mobile phone had to stay within the coverage area serviced by one base station throughout the phone call, i.e. there was no continuity of service as the phones moved through several cell areas. The concepts of frequency reuse and handoff, as well as a number of other concepts that formed the basis of modern cell phone technology, were described in the 1970s. In 1970 Amos E. Joel, Jr., a Bell Labs engineer invented an automatic "call handoff" system to allow mobile phones to move through several cell areas during a single conversation without interruption.

HANDHELD CELL PHONE

Dr. Martin Cooper of Motorola, made the first US analog mobile phone call on a larger prototype model in 1973. This is a reenactment in 2007 Prior to 1973, cellular mobile phone technology was limited to phones installed in cars and other vehicles. On April 3, 1973, Martin Cooper, a Motorola researcher and executive, made the first analog mobile phone call using a heavy prototype model. He called Dr. Joel S. Engel of Bell Labs. There was a long race between Motorola and Bell Labs to produce the first portable mobile phone. Cooper is the first inventor named on "Radio telephone system" filed on October 17, 1973 with the US Patent Office and later issued as US Patent 3,906,166. John F. Mitchell, Motorola's chief of portable communication products (and Cooper's boss) was also named on the patent. He successfully pushed Motorola to

develop wireless communication products that would be small enough to use anywhere and participated in the design of the cellular phone.

FIRST GENERATION: CELLULAR NETWORKS

The technological development that distinguished the First Generation of mobile phones from the previous generation was the use of multiple cell sites, and the ability to transfer calls from one site to the next as the user travelled between cells during a conversation. The first commercially automated cellular network (the 1G generation) was launched in Japan by NTT in 1979. The initial launch network covered the full metropolitan area of Tokyo's over 20 million inhabitants with a cellular network of 23 base stations. Within five years, the NTT network had been expanded to cover the whole population of Japan and became the first nation-wide 1G network. The next 1G network to launch was the Nordic Mobile Telephone (NMT) system in Denmark, Finland, Norway and Sweden in 1981. NMT was the first mobile phone network to feature international roaming. The Swedish electrical engineer sten Mkitalo started work on this vision in 1966, and is considered to be the father of the NMT system, and by some the father of the cellular phone itself, since he and two colleagues hold a patent from 1971 on a cellular system with handover and roaming. Several other countries also launched 1G networks in the early 1980s including the UK, Mexico and Canada. This took place on a seven tower cellular network that covered the area. The DC area trial turned into a commercial services in about 1983 with fixed cellular car phones also built by Motorola. They later added the 8000X to their Cellular offerings. A similar trial and commercial launch also took place in Chicago by Ameritech in 1983 using the famous first hand-held mobile phone Motorola DynaTAC.

In 1984, Bell Labs developed modern commercial cellular technology (based, to a large extent, on the Gladden, Parelman Patent), which employed multiple, centrally controlled base stations (cell sites), each providing service to a small cell area. SECOND GENERATION: DIGITAL NETWORKS In the 1990s, the 'second generation' (2G) mobile phone systems emerged, primarily using the GSM standard. These differed from the previous generation by using digital instead of analog transmission, and also fast out-of-band phone-to-network signaling. In 1991 the first GSM network (Radiolinja) launched in Finland. In general the frequencies used by 2G systems in Europe were higher than those in America, though with some overlap. For example, the 900 MHz frequency range was used for both 1G and 2G systems in Europe, so the 1G systems were rapidly closed down to make space for the 2G systems. The second generation introduced a new variant of communication called SMS or text messaging. The first machine-generated SMS message was sent in the UK on 3 December 1992 followed in 1993 by the first person-to-person SMS sent in Finland. The advent of prepaid services in the late 1990s soon made SMS the communication method of choice amongst the young, a trend which spread across all ages. 2G also introduced the ability to access media content on mobile phones. Mobile payments were trailed in 1998 in Finland and Sweden where a mobile phone was used to pay for a Coca Cola vending machine and car parking. Commercial launches followed in 1999 in Norway.

The first full internet service on mobile phones was introduced by NTT DoComo in Japan in 1999. THIRD GENERATION: HIGH SPEED IP DATA NETWORKS AND MOBILE BROADBAND As the use of 2G phones became more widespread and people began to utilize mobile phones in their daily lives, it became clear that demand for data services (such as access to the internet) was growing. Furthermore, experience from fixed broadband services showed there would also be an ever increasing demand for greater data speeds. The 2G technology was nowhere near up to the job, so the industry began to work on the next generation of technology known as 3G. By the end of 2007 there were 295 million subscribers on 3G networks worldwide, which reflected 9% of the total worldwide subscriber base. The 3G telecoms services generated over 120 Billion dollars of revenues during 2007 and at many markets the majority of new phones activated were 3G phones. In Japan and South Korea the market no longer supplies phones of the second generation. FOURTH GENERATION: ALL-IP NETWORKS By 2009, it had become clear that, at some point, 3G networks would be overwhelmed by the growth of bandwidth-intensive applications like streaming media. Consequently, the industry began looking to data-optimized 4th-generation technologies, with the promise of speed improvements up to 10-fold over existing 3G technologies. The first two commercially available technologies billed as 4G were the WiMAX standard (offered in the U.S. by Sprint) and the LTE standard, first offered in Scandinavia by TeliaSonera.

SATELLITE MOBILE Earth-orbiting satellites can cover remote areas out of reach of wired networks or where construction of a cellular network is uneconomic. The Inmarsat satellite telephone system, originally developed in 1979 for safety of life at sea, is now also useful for areas out of reach of landline, conventional cellular, or marine VHF radio stations. In 1998 the Iridium satellite system was set up, and although the initial operating company went bankrupt due to high initial expenses, the service is available today.

COMPANY PROFILE

NOKIA
Type Industry Public company Telecommunications, Internet, Computer software. Founded Tampere, Finland, Russian Empire (1865) incorporated in Nokia (1871) Founder(s) Headquarters Key people Fredrik Idestam Leo Mechelin Espoo, Finland Area served Worldwide Jorma Ollila (Chairman) Stephen Elop (President & CEO) Timo Ihamuotila (CFO)

Products Mobile phones Smart phones Mobile computers Networks

Revenue Net income Total assets Total equity Employees Website:

42.45 billion (2011) 1.850 billion (2010) 39.12 billion (end 2010) 16.23 billion (end 2010) 132,430 (end 2011) www.Nokia.com

NOKIA CORPORATION
Nokia Corporation is a Finnish multinational communications corporation that is headquartered inKeilaniemi, Espoo, a city neighboring Finland's capital Helsinki. Nokia manufactures mobile electronic devices, mostly mobile telephones and other devices related to communications, and in converging Internet and communications industries, with over 132,000 employees in 120 countries, sales in more than 150 countries and global annual revenue of over 42 billion and operating profit of 2 billion as of 2010. It was the world's largest manufacturer of mobile phones in 2011, with global device market share of 23% in the second quarter. Nokia has sites for research and development, manufacture and sales in several countries; as of December 2010, Nokia had R&D presence in 16 countries and employed 35,870 people in research and development, representing approximately 27% 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 Nokia is a public limited-liability company listed on the Helsinki, Frankfurt, and New York stock exchanges. Nokia plays a very large role in the economy of Finland It is an important employer in Finland and several small companies have grown into large ones as its partners and subcontractors. In 2009, Nokia contributed 1.6% to Finland's GDP, and accounted for about 16% of Finland's exports in 2006. The Nokia brand, valued at $25 billion, is listed as the 14th most valuable global brand in theInterbrand/BusinessWeek Best Global Brands list of 2011. It is the 14th ranked brand corporation in Europe (as of 2011), the 8th most admirable Network and Other Communications Equipment company worldwide in Fortune's World's Most Admired Companies list of 2011, and the world's 143th largest company as measured by revenue in Fortune Global 500 list of 2011. On 11 February 2011 Nokia announced a partnership with Microsoft; all Nokia smartphones introduced since then were to run under Microsoft's Windows Phone (WP) operating system. On 26 October 2011 Nokia unveiled its first Windows Phone handsets, the WP7.5 Lumia 710and 800.

LG
PROFILE OF LG MOBILES
Samsung may be the first South Korean mobile maker to come to mind for most, but its not the only one. LGs mobile division is the fourth biggest handset seller in the world and still growing find out how it got to where it is today and which handsets put it on the mobile map.

Established: 1958

HOW LG MOBILE STARTED OUT

Electronics conglomerate LG was formed in 1958 when two Korean tech companies, Lucky and GoldStar merged (Hence LG), selling consumer goods such as radios, TVs and air conditioners. It expanded over the years to become one of the worlds biggest white goods manufacturers, LCD display and digital media producers. GoldStar officially became LG Electronics in 1995.

WHAT IT DOES NOW

LGs mobile arm was a pioneer in 3G telephony, demonstrating the worlds first WCDMA video call on a phone at the 2002 World Cup. The company now sells handsets by ditching the complicated product numbers in its marketing, focusing instead on catchy one word titles (Shine, Chocolate, Viewty, Renoir) and a friendly user interface.

KEY INNOVATIONS
Simple solutions Memorable handset names have helped LG stand out in the mobile crowd. Three focus LGs early gamble on the success of 3G handsets has more than paid off, with buyers lapping up super-fast internet speeds. Partner up LGs collaborations with the likes of Prada have actually made designer phones desirable. LG company started in 1947 under the trade name LakHui. Electronics company when it was, but only a cosmetic company and other trading business. Then in 1958, InKoo Hwoi that no other founder LakHui, founded the company Goldstar. Type Public Traded as KRX: 003550 Industry Conglomerate

Founded Headquarters Key people

1947 Seoul, South Korea Area served Worldwide Koo Bon-Moo (Chairman & CEO) Yu Sig Kang (Vice Chairman & Co-CEO) Juno Cho (EVP & COO) Products Electronics.

Revenue Net income Total assets Employees Website:

US$ 89.5 billion (2010), 48.24 billion (2011) US$ 5.8 billion (2010) 1.1 billion (2011) US$ 62.0 billion (2010), 28.7 billion (2011) 186,000 (2009), 29,554 (2011 www.LG

RELIANCE
PROFILE OF RELIANCE
In India, Reliance does not need any introduction. The largest business conglomerate in India, set up by Dhirubhai Ambani in 1966, Reliance has an annual turnover of $35.9 billion and profit of $4.85 billion (as of March 2008). It is also one of the Indian companies to be included on the list of Fortune Global 500 companies. Petroleum and petrochemicals are the primary business of the group but it also runs various businesses including garments, retails etc After the death of Dhirubhai Ambani, the company was split into his two sons Mukesh Ambani and Anil Ambani. After this split, Reliance Anil Dhirubhai Ambani

Group was formed which controls nine companies including Reliance Communications Ltd. It is the flagship company of Reliance Anil Dhirubhai Ambani Group. Reliance Communication Ltd. formerly known as Reliance Info com, was founded by late Dhirubhai Ambani. The company started its business in 1999. Dhirubhais ultimate goal was to make tools of information and communication available to people at an affordable cost that would overcome their lack of literacy and mobility. On December 28, 2002, on the day of the Dhirubhais 70th birthday, the company started laying 60,000 km long pan-India fiber optic cable that would serve as the backbone of Reliance Communications. Reliance Communication Ltd is listed on National Stock Exchange and Bombay Stock Exchange. The company has a subscriber base of 71 million. Reliance Mobile is one of the many businesses of Reliance Communications Ltd. One of the leading mobile service brands in India, Reliance Mobile operates in more than 20,000 towns and 4,50,000 villages in India. Previously named Reliance India Mobile, the company was launched on December 28, 2002. Reliance Mobile offers a wide range of value added services including mobile telephony and data services.

Type Industry Founded Founder(s) Headquarters Key people Products

Public NSE: RCOM BSE: 532712 Telecommunications 2004 Dhirubhai Ambani Navi Mumbai, Maharashtra, India Area served India Hasit Shukla, (President) Fixed-line and mobile telephony,

Broadband and fixed-line internet services, Digital television, IT and network services Revenue Net income Total assets Total equity Employees Website: $4.774 billion (2010) $1.061 billion (2010) $20.559 billion (2010) $9.776 billion (2010) 28,065 (2010) www.rcom.co.in

SAMSUNG
PROFILE OF SAMSUNG
Samsung has a very long history dating back to the 1940s. Firstly, Samsung Store was founded by Lee Byung Chull in 1938 as a small company. This is the beginning point of a worldwide known brand, Samsung. Korean War is the turning point for this small company. After the war, Samsung Company was developed in many different fields and this brought prosperity. During its history, Samsung was supported by many people and associations and sometimes by government. THE HISTORY OF SAMSUNG MOBILE PHONES Based in New York City, Adrian Archer has been writing professionally since 2009. While he strives for his big break as a screenwriter, he makes his mark with health and electronics-related articles. Archer holds a Bachelor of Arts in communication studies from the University of North Carolina.

A ROUGH BEGINNING Samsung Mobile's first ever offering was a car phone it introduced in 1986. Because of poor reception and sales, manufacturing was halted. From this point until the early 1990s, Samsung Mobile would introduce mobile phone models, but sales were low because demand was low. The designs of these early attempts were bulky, and reception was poor. TURNING POINT In 1993, Samsung Mobile released the SH-700 series, which boasted a smaller and sleeker design and better sound quality. With a better product and a more aggressive marketing campaign, Samsung would reclaim more than half the mobile phone market share in Korea from Motorola. SAMSUNG FACTS Lee Byung-chull founded Samsung Group in 1938, naming the start-up company a Korean word which translates to "three stars" in English. Samsung Mobile enjoys agreements with major cell phone service providers such as T-Mobile, AT&T, Sprint and Verizon Wireless. In early 2009, Samsung Mobile and T-Mobile introduced the Memoir, a cell phone with a "Best in Class" 8-Megapixel camera.

Industry Founded Headquarters Key people

Telecommunications October 1, 2001 Hammersmith, London, Howard Stringer (Chairman) Bert Nordberg (President) Bob Ishida (Deputy CEO, EVP) William A Glaser Jr (CFO)

Products

Mobile phones Mobile music devices Wireless systems Wireless voice devices Hi-Tech accessories Wireless data devices

Revenue Operating income Profit Employees Website

5.212 billion (2011) 206 million (2011) 247 million (2011) 7,500 (as of December 2010) www.sonyericsson.com

Type Industry Founded Founder(s) Headquarters Key people

Public (Korean) Conglomerate 1938 Lee Byung-chull South Korea Lee Kun-hee (Chairman and CEO)

Revenue Net income Total assets

US$ 220.1 billion (2010) US$ 21.2 billion (2010) US$ 343.7 billion (2010)

SONY MOBILE
Sony Mobile Communications is a multinational mobile phone manufacturing company headquartered in London, United Kingdom and a wholly owned subsidiary of Sony Corporation. It was founded on October 1, 2001 as a joint venture between Sony and the Swedish telecommunications company Ericsson. Sony acquired Ericsson's share in the venture in January 2012. Sony Mobile Communications has research and development facilities in Lund, Sweden; Tokyo, Japan; Beijing, China and Redwood Shores, United States. In 2009, it was the fourth-largest mobile phone manufacturer in the world (after Nokia, Samsung and LG). By 2010, its market share had fallen to sixth place.

HISTORY ORIGINS
Ericsson had decided to obtain chips for its phones from a single sourcea Philips facility in New Mexico. In March 2000, a fire at the Philips factory contaminated the sterile facility Ericsson, which had been in the mobile phone market for decades, and was the world's third largest cellular telephone handset maker, was struggling with huge losses. This was mainly due to this fire and its inability to produce cheaper phones like Nokia. Sony was a marginal player in the worldwide mobile phone market with a share of less than 1 percent in 2000. By August 2001, the two companies had finalised the terms of the merger announced in April. The company was to have an initial workforce of 3,500 employees.

On March 1, 2005, Sony Ericsson introduced the K750i with a 2 megapixel camera, as well as its platform mate, the W800i, the first of the Walkman phones capable of 30 hours of music playback, and two low-end phones. In 2007 the company's first 5-Megapixel camera phone, the Sony Ericsson K850i, was announced followed in 2008 by the Sony Ericsson C905, the world's first 8Megapixel phone At Mobile World Congress 2009, Sony Ericsson unveiled the first 12Megapixel phone, named Satio, on May 28, 2009.

INDUSTRY PROFILE

OPPORTUNITIES AND CHALLENGES

Commenting on the emerging markets and use of cellphones, Bill Gates once said, PC is the phone and phone is the PC. In the same conference, Craig Mundie, Microsoft Chief Research Officer continued, People in those rural environments are already buying computers. They happen to call them cell phones.

India boasts of 400 million (40 crore) mobile phone subscribers. Does that mean that many computing devices with Internet connectivity? Certainly not. The fact remains that most of the Indian mobile phones are used just to make and receive calls. There are many challenges in making the mobile phone being used Internet enabled computing device. The biggest challenge is, of course, the phone language. We will keep the language problem aside for now and focus on the problems faced by English knowing mobile phone users.

PROBLEMS FACED BY INDIAN MOBILE APPLICATION DEVELOPERS DIVERSITY OF HANDSETS

Unlike most of the western countries where telecom operators offer the handsets bundled with calling plans, in India we have the freedom of choosing our own handset. This means that there is a vast variety of handsets that exist in the network. For an application developer this means a lot of investment in testing the application or service across hundreds of handset models.

GROWTH OF MOBILE TELECOMMUNICATION INDUSTRIES

Telecoms industry has fastest growing market in a nation and worldwide. The highly-dynamic Telecoms market put in a out standing performance for several years.Telecoms service providers Average revenues per user(ARPU) is growing with high churn tare and robustly increasing capex according to market research.Telecoms Industry has a credible story in term of services they are providing and development

platform they are getting. The launch of 3G has driven the global revenue up to 11 percent. In addition, The recent development such as the wireless broadband services, and mobile number portability services are expected to climb the revenue growth incredibly. The telecoms service providers are focusing mainly to acquire a Strong value added services for achieving high customer profitability. The Enhancing value added services portfolio is the main engine behind customer acquisition. The innovative services such as gaming and social media is attracting large number of customer in booming telecoms industry. Fastest growth of enterprise services are the main reason why number of subscribers are increasing every year. According to global market research the Indian telecoms Industry emerges as a third largest with more than 700 million connection in the world. According to report author the telecoms sector is growing at speed of 45% every year.The Indian Telecommunication industry has come the long way, as it is withstands with unimaginable services. In last decade, Telecoms sector has exposed the vast growth in various emerging services in Wimax, WLAN and VPN. The unbelievable bandwidth has catalysed the great convenience among people. The various business sectors such as IT and BPO has come up with revolutionary changes because of modern telecoms services ranging from telephony communication to video calling and data service. Increasing growth of telecommunication is the great relief for the business associates. Telecommunication equipment made the things actually happens which can not even imagined. On top of it all, the most attractive thing about the telecommunication technology is the services are provided in greatly reduced cost.

GROWTH OF MOBILE INDUSTRY

Mobile industry is considered as one of the most money earning industry with very huge returns every month. There are many developments happening in this industry in fact every week with respect to the formation of any new feature or with the launch of any new cell phone model by any company working with the mobile technology. In fact there are many people interested in doing various researches in this industry mainly to develop any new application that must remain useful to the mankind. You might already know about the importance of mobile phones among people and it is true that now day you are not in a position to remain without the mobile phone in your hand even for a minute. Imagine the condition if you lose your phone one day. You will almost reach the situation where the world comes to an end. Actually this device was used only by business professionals as they had to constantly move from one place to another. Also this was used only for the emergency purpose in order to make calls and to communicate the matter effectively. More and more features were added in to mobile phone and this increased the demand in them as many people started finding the equipment useful in carrying along in their daily life. Do you think people use cell phone only for making calls or to send text messages? If you are thinking in this way, then definitely you are directed in the wrong path. People are using cell phones for various other purposes including surfing internet in order to pull down any information that might be required by them urgently rather than wasting time in going through the pages of yellow book. Now the situation has changed in such a way that mobile phones are also used by song writers with the new iphone app development wherein the song writers are given a special notepad wherein they are allowed to write the lyrics of the song they are planning

to compose. All the required facilities while writing the lyrics are already provided in the phone. Imagine the point where the world is standing now!

OBJECTIVES

OBJECTIVES
1. To Know the customer satisfaction level towards Cell Phones 2. To analyze the Purchasing behavior of Consumers. 3. To Study the Satisfactory level of Services provided by the authorized Service centre. 4. To identify the customer awareness about the mobile phones

5. To know the customer perception with regards the quality of the advertisement in media

SCOPE OF THE STUDY

The study attempts to identify the reach of mobile phones. It helps the company in formulating suitable strategies. The study also identifies the attitudes and preference of the consumers towards the consumption of mobile phones.

The study also focused on Media through which the product reaches the Consumers.

LIMITATIONS
The researcher has experienced the following limitations in conducting the study. The study is limited only to Dharmapuri town. As the sample size is small, it may not actually represent the whole populations. Data totally depend on the respondents view which may be biased. The researcher found difficult to gather data due to improper response from illiterates customers

Research methodology

RESEARCH METHODOLOGY DEFINITIONS OF RESEARCH

A broad definition of research is given by Martin Shuttleworth - "In the broadest sense of the word, the definition of research includes any gathering of data, information and facts for the advancement of knowledge." Another definition of research is given by Creswell who states - "Research is a process of steps used to collect and analyze information to increase our understanding of a topic or issue". It consists of three steps: Pose a question, collect data to answer the question, and present an answer to the question.

STEPS IN CONDUCTING RESEARCH

The major steps in conducting research are: Identification of research problem Literature review Specifying the purpose of research Data collection Analyzing and interpreting the data Reporting and evaluating research

MEANING OF RESEARCH
The term research has been viewed with mystique by many people. It is seen to be the preserve of academicians and professional elite. In most peoples minds, the word research conjures up the image of a scholar, laboratory work, university or other academic setting. But research is simply the process of asking questions and answering them by survey or experiment in an organized way. It should not be confined to

academicians alone. Every thinking person has the capacity and should do research. The fundamental requirement for research is an enquiring mind in order to recognize that there are questions that need answers. The quest for knowledge then is the basic idea behind research.

TYPES AND METHODS OF RESEARCH

Every Research needs lots of dedication from the researchers part-the amount of dedication mainly depends on the subject matter of the research. Before undertaking any research in any subject areas one must be sure about the intended purpose of the researchthis purpose determines what type of research one is going to undertake. Any scientific research may fall into the following three broadly categories: Exploratory research-This type of research may generate any novel idea in the domain of knowledge. It is primarily done for the purpose of finding anything new in any subject arena and always tries to shed some light in the unknown domain of knowledge. This kind of research also Constructive research- This is mainly done by many technological corporates in order to find new/alternative solutions to any particular crisis or problems. For examplerenewable energy research or development of the capacity of optical fiber may fall into this category of research. Empirical research-This is very impressive observational type of research, where one observes or test on real-life data or analysis the pattern of some specific events in order to identify the nature or the class of trend that specific phenomenon maintains. Based on the test result, researchers try to draw lines in order to predict the result of that type of incidents with certain level of confidence

MEANING OF RESEARCH DESIGN

After deciding the basic aspects of research project (i.e. formulating research problem, objectives of research, data requirement, sample design, etc) and before the commencement of work of research project, the researcher has to prepare research design. It is a major step in the research process /procedure.The research work will be conducted (i.e. data collection, etc) as per the research design prepared. SAMPLE SIZE The Sample Size of this study is 50. POPULATION The Population of this study is indefinite

SAMPLING METHOD The study involves area sampling method. Area sampling method Involves selecting a probability sample of geographic areas and selecting Units or individuals within the selected areas for the sample SOURCES OF DATA The Study used both Primary and Secondary data. PRIMARY DATA: The primary data was collected from the respondents using questionnaire. SECONDARY DATA: The Secondary data was collected from the Official website. METHODS OF DATA COLLECTION

Data was collected from the customers with the help of a Questionnaire. DATA ANALYSIS METHOD The Data was collected from the main study and was analyzed using Based on the results conclusion were drawn and Suggestions were made.

DATA COLLECTION
MEANING Data collection is a term used to describe a process of preparing and collecting data, for example, as part of a process improvement or similar project. The purpose of data collection is to obtain information to keep on record, to make decisions about important issues, to pass information on to others. Primarily, data are collected to provide information regarding a specific topic.

DEFINITION OF DATA COLLECTION

The collection of data from surveys, or from independent or networked locations via data capture, data entry, or data logging.

TYPES OF DATA COLLECTION:

Data collection is classified into two types. There are given below

(i) (ii)

Primary data Secondary data

PRIMARY RESEARCH
Primary research consists in research to collect original primary data. It is often undertaken after the researcher has gained some insight into the issue by collecting secondary data. This can be through numerous forms, including questionnaires, direct observation and telephone interviews amongst others. The term primary research is widely used in academic research, market research and competitive intelligence.

SECONDARY DATA
Secondary data is data collected by someone other than the user. Common sources of secondary data for social science include censuses, surveys, organizational records and data collected through qualitative methodologies or qualitative research. Primary data, by contrast, are collected by the investigator conducting the research. Secondary data analysis saves time that would otherwise be spent collecting data and, particularly in the case of quantitative data, provides larger and higher-quality databases that would be unfeasible for any individual researcher to collect on their own. In addition, analysts of social and economic change consider secondary data essential, since it is impossible to conduct a new survey that can adequately capture past change and/or developments.

Data analysis & Interpretation

Table 1

Level options 10-20 years 21-30 years 31-40 years 41-60 years Total

No. of respondents 12 20 10 08 50 Age-wise classification of respondents

% of respondents 24 40 20 16 100

Source: Primary Data Inference From the above table it is inferred that, 40% of respondents are having the age between 21-30years, 24% of respondents are having the age between 10-20years, 20% of respondents are having the age between 31-40years and 16% of respondents are having the age between 41-60years(sampling size is 50).

Chart 1 Age-wise classification of respondents

Table 2 Gender-wise classification of respondents

Level options

No. of respondents

% of respondents

Male

30

60

Female

20

40

Total

50

100

Source: Primary Data Inference From the above table it is inferred that, 60% of respondents are male, 40% of respondents are female (sampling size is 50).

Chart 2 Gender-wise classification of respondents

Table 3 Occupational-wise classification of respondents Level options Studying Farmer salaried Others Total Source: Primary Data Inference From the above table it is inferred that, 52% of respondents are salaried, 32% of respondents are studying, 10% of respondents are farmer and 6% of respondents are others (sampling size is 50). No. of respondents 16 5 26 3 50 % of respondents 32 10 52 6 100

Chart 3 Occupational-wise classification of respondents

Table 3 Income based classification of respondents

Level options Below Rs.10000 Rs.11000-20000 Rs.21000-30000 Rs.31000-40000 Total Source: Primary Data Inference

No. of respondents 27 15 4 4 50

% of respondents 54 30 8 8 100

From the above table it is inferred that, 54% of respondents salary is below Rs.10000, 30% of respondents salary is Rs.11000-20000, 8% of respondents salary is Rs.21000-30000 and 8% of respondents salary is Rs.31000-40000 (sampling size is 50).

Chart 3 Income based classification of respondents

Table 4 Respondents classification regarding the Usage of mobile phones Level options yes No Total No. of respondents 50 0 50 % of respondents 100 0 100

Source: Primary Data Inference

From the above table it is inferred that, 100% of respondents are mobile phone users (sampling size is 50).

Chart 4 Respondents classification regarding the Usage of mobile phones

Table 5 Respondents year based classification of Mobile phone users Level options 1-5 yrs 5-10 yrs 10-15 yrs Total Source: Primary Data Inference From the above table it is inferred that, 62% of respondents are using mobiles inbetween 1-5years,30% of respondents are using mobiles in-between 5-10years and 8% of respondents are using mobiles in-between 10-15years (sampling size is 50). No. of respondents 31 15 04 50 % of respondents 62 30 08 100

Chart 5 Respondents year based classification of Mobile phone users

Table 6 Respondents classification based on the brand Level option Nokia Samsung Sony Ericsson LG Others No. of respondents 19 10 09 06 06 % of respondents 38 20 18 12 12

Total

50

100

Source: Primary Data Inference From the above table it is inferred that, 38% of respondents are having Nokia phones, 20% of respondents are having Samsung mobiles, 18% of respondents are having Sony Ericsson phones and 12% of respondents are having LG phones and 12% of respondents are having other phones (sampling size is 50).

Chart 6 Respondents classification based on the brand

Table 7 Classification of respondents based on type of mobile

Level option Ordinary Touch screen Slide Total

No. of respondents 26 13 11 50

% of respondents 52 26 22 100

Source: Primary Data Inference From the above table it is inferred that, 52% of respondents are having ordinary mobile phones, 26% of respondents are having touch screen and 22% of respondents are having slide (sampling size is 50).

Chart 7 Classification of respondents based on type of mobile

Table 8 Classification of respondents based on facilities Level options Mp3 User friendly Camera clarity No. of respondents 08 12 08 % of respondents 16 24 16

Battery backup Browsing Video calling Total

12 09 01 50

24 18 02 100

Source: Primary Data Inference From the above table it is inferred that, 24% of respondents are using for user friendly, 24% of respondents are using for battery backup, 18% of respondents are using for browsing, 16% of respondents are using for camera clarity, 16% of respondents are using for Mp3 and 2% of respondents are using for video calling (sampling size is 50).

Chart 8 Classification of respondents based on facilities

Table 9 Respondent classification on the basis of purpose Level option Entertainment Business Study Communication All the above Total Source: Primary Data Inference From the above table it is inferred that, 50% of respondents are using for communication, 22% of respondents are using for entertainment, 12% of respondents are using for study, 10% of respondents are using for business and 6% of respondents are using for all (sampling size is 50). No. of respondents 11 05 06 25 03 50 % of respondents 22 10 12 50 06 100

Chart 9 Respondent classification on the basis of purpose

Table 10 Opinion of respondents regarding cost of mobile phones Level of option Rs.1000-3000 Rs.3000-6000 Rs.6000-10000 No. of respondents 12 9 12 % of respondents 24 38 24

Above 10000 Total Source: Primary Data Inference

07 50

14 100

From the above table it is inferred that, 38% of respondents are having between Rs.1000-3000, 24% of respondents are having between Rs.3000-6000, 24% of respondents are having between Rs.6000-10000 and 14% of respondents are having above 10000 (sampling size is 50).

Chart 10 Opinion of respondents regarding cost of mobile phones

Table 11 Satisfaction level of respondents regarding the Price of mobile phones Level option No. of respondents % of respondents

Yes

36

72

No

14

28

Total

50

100

Source: Primary Data Inference From the above table it is inferred that, 72% of respondents are says Yes and 28% of respondents are says No (sampling size is 50).

Chart 11 Satisfaction level of respondents regarding the Price of mobile phones

Table 12 Opinion about respondents comfortable With their mobile phones Level option No. of respondents % of respondents

Yes

32

64

No

18

36

Total

50

100

Source: Primary Data Inference From the above table it is inferred that, 64% of respondents are says Yes and 36% of respondents are says No (sampling size is 50).

Chart 12 Opinion about respondents comfortable With their mobile phones

Table 13 Satisfaction level of respondents towards Mobile phones

Level options Satisfied

No. of respondents 17

% of respondents 34

Highly satisfied Dissatisfied Highly dissatisfied Neither satisfied or dissatisfied Total Source: Primary Data Inference

12 08 06 07

24 16 12 14

50

100

From the above table it is inferred that, 34% of respondents are satisfied, 24% of respondents are highly satisfied and 16% of respondents are dissatisfied, 12% of respondents are highly dissatisfied and 14% not yet respondents (sampling size is 50).

Chart 13 Satisfaction level of respondents towards Mobile phones

Table 14 Classification of respondents based on attraction Level options Quality price colors Others Total Source: Primary data Inference From the above table it is inferred that, 42% of respondents are quality price based buyers, 30% of respondents are colors based buyers and 28% of respondents are others based buyers (sampling size is 50). No. of respondents 21 14 15 50 % of respondents 42 28 30 100

Chart 14 Classification of respondents based on attraction

Table 15 Classification of respondents regarding the Buying decisions Level options Friends Advertisement Relations Others No. of respondents 13 22 10 05 % of respondents 26 44 20 10

Total

50

100

Source: Primary Data Inference From the above table it is inferred that, 44% of respondents are knows from advertisement, 26% of respondents are knows from friends, 20% of respondents are knows from relations and 10% of respondents are knows from others (sampling size is 50).

Chart 15 Classification of respondents regarding the Buying decisions

Table 16 Opinion of respondents toward service centers Level options Yes No Total Source: Primary data Inference From the above table it is inferred that, 44% of respondents are says Yes and 56% of respondents are says No (sampling size is 50). No. of respondents 22 28 50 % of respondents 44 56 100

Chart 16 Opinion of respondents toward service centers

Table 17 Respondents satisfaction level towards Products and services Level options No. of respondents % of respondents

Yes No Total Source: Primary data Inference

27 23 50

54 46 100

From the above table it is inferred that, 54% of respondents are says Yes and 46% of respondents are says No (sampling size is 50).

Table 17 Respondents satisfaction level towards Products and services