CHAPTER 1 1.

1 INTRODUCTION TO STUDY
In solapur there are many people using mobiles. Nearly every class of society like businessmen, professionals, students, etc using mobiles. In solapur there are lots of dealers who are selling the mobiles of different companies like NOKIA, SAMSUNG, LG, SONY, MOTOROLA, MICROMAX, etc. but this research work deals with SAMSUNG GALAXY Y mobile. This topic is basically selected because Nokia is the market leader in mobile industry, but SAMSUNG with his advanced technology concept Galaxy- Future beyond smart phones and with the help of R&D he is going to be the market leader of mobile industry. The study provides the knowledge about the details of company, features of its mobiles, services provided by the company, as well as customer relation and satisfaction.

1.2 OBJECTIVES TO STUDY:1. To study the factors considered while buying the handset 2. To know the awareness level towards SAMSUNG GAXAXY Y mobile in terms of features, services etc. 3. To study the customer satisfaction level of the SAMSUNG GAXAXY Y mobile. 4. To study the customer requirement in future. 5. To know the major competitors for SAMSUNG GAXAXY Y mobile.

IMPORTANCE: This study helps in finding out prospective buyers of SAMSUNG GAXAXY Y mobile. This study helps the organization to know the customer response. This study helps the customer to know the product better. This study helps the company to know whether the customers are satisfied with product & after sales services.

1.3 SCOPE OF THE STUDY:For any research work it is essential to understand within which the research is to be carried out. 1. This study will help the customer to know the various features & facilities provided by the company. 2. This study will help the students to know the number of respondents satisfied with the product. 3. This study will help the company to understand & thereby solve the problems of customer.

1.4 LIMITATIONS OF THE STUDY:Though every care is taken to make the report unprejudiced and authentic, but the research work has been carried out under the following limitations. 1. Though it is newly launched product the sample size are 100 respondents. 2. The study is limited to solapur city only. 3. The study is limited to SAMSUNG GAXAXY Y mobile only.

1.5 RESEARCH AND METHODOLOGY:Research Methodology refers to scientific procedure for the acquisition of knowledge based on the empirical observation & logical reasoning. Scientific method consists of systematic observation, classification & interpretation of data. Research Methodology consists of procedures for obtaining knowledge & logical reasoning. Methods of Research: 1) Case study methods 2) Survey Method 3) Other Method

Data Collection:The collection of data means a purposive gathering of information relevant to the subject from the units of the population. While dealing with this research project data at the hand was inadequate and hence it becomes necessary to collect the data, there are 2 ways used to collect the data. 1. By observation 2. Through personal interview.

Methods of Data Collection:Two methods are used to collect the data:1. PRIMARY DATA 2. SECONDARY DATA

1. Primary Data:The data which are collected at first hand either by the researcher or by someone else especially for the purpose of the study are known as primary data. Sources of collecting primary data:a. By Observation b. By Personal interview Personal interview is conducted with the help of questions which include open ended and close ended questions. For this project work Questionnaire is used.

Questionnaire consist a set of questions presented to respondents for their answers.

2. Secondary Data:The data which have been gathered earlier for some other purpose or exists somewhere are the secondary data in the hands of the marketing researcher. Sources of collecting secondary data:1. Books 2. Internet 3. Magazines

Sampling Method:A sample is microcosm of the population from which it is accepted. It can only be accepted as accurate within certain limits. Sample must be representative so that valid conclusion about population can be inferred. However a sample cannot reflect image of population from which it is deawen. Sampling plays a key role in systematic objective of market surveying. For this project work random sampling method is used.

Sample Size:Large sample gives more reliable result than small samples. However it is not important to sample the entire target population or substantial portion to achieve reliable result. The size of the sample decided for this project is 100 respondents.

CHAPTER 2 2.1 Introduction to mobile Industry:This research work involves the study of Samsung mobiles. But before we go on to discuss more about Samsung we will discuss about mobile industry. The mobile industry is a very vast as well as very fast growing industry. In India before 1990s there were no mobiles as well as network providers. But in year 1994-95 the mobiles came into existence in India, that time no company in India was producing mobiles. The mobiles like Motorola, Nokia, and Samsung were imported from other countries. At that time cost of these phones were also high, it was not affordable to common man because of high prices of mobiles & calling rates. Some rich people use to buy these mobiles because mobiles were considered as status symbol. In India after globalization period the mobile industry was very fastly grown due to innovations and introduction of new technologies in the field of mobile industry. So many companies started to produce mobiles like Nokia, Samsung, LG, Motorola etc. Now a day we can see a lot of growth in mobile industry. Because rates are cheap and companies are producing these mobiles to suit all the class of society and added so many features and services to support the sales. We can see there is lot of competition among the mobile companies and each company try to gain as much as customers as possible. Previously in developed countries like America, UK, Japan etc. the numbers of mobile users were high as compared to India but today we can see the population in India using mobiles phones has more no of users. This really shows the growth of mobile industry in this era.

2.2 Brief history of organisation

SAMSUNG
For over 72 years, Samsung has been dedicated to making a better world through diverse businesses that today span advanced technology, semiconductors, skyscraper and plant construction, petrochemicals, fashion, medicine, finance, hotels, and more. Their flagship company, Samsung Electronics, leads the global market in high-tech electronics manufacturing and digital media. Through innovative, reliable products and services; talented people; a responsible approach to business and global citizenship; and collaboration with our partners and customers, Samsung is taking the world in imaginative new directions.

The digital age has brought revolutionary change and opportunity to global business, and Samsung has responded with advanced technologies, competitive products, and constant innovation. Our commitment to being the world's best has won us the No.1 global market share for 13 of our products, including semiconductors, TFT-LCDs, monitors and CDMA mobile phones. Looking forward, we're making historic advances in research and development of our overall semiconductor line, including flash memory and non-memory, custom semiconductors, DRAM and SRAM, as well as producing best-inclass LCDs, mobile phones, digital appliances, and more.

SAMSUNG MOBILE:-

The roots of Samsung goes back to the year 1938, the founder Byung-chull Lee set up a trade export company in Korea selling fish, vegetables and fruit to china. Within a decade Samsung had flour mills and confectionary machines and became co-operations in 1951.

From 1958 onwards Samsung began to expand into other industries such as financial, media, chemicals and ship building throughout the 1970's. In 1969, Samsung Electronics was established producing what Samsung is most famous for, Televisions, Mobile Phones (throughout 90's), Radio's, Computer components and other electronics devices. In 1987 founder and chairman, Byung-Chull Lee passed away and Kun-Hee-Lee took over as chairman. In the 1990's Samsung began to expand globally building factories in the US, Britain, Germany, Thailand, Mexico, Spain and China until 1997. In 1997 nearly all Korean businesses shrunk in size and Samsung was no exception. They sold businesses to relieve debt and cut employees down lowering personnel by 50,000. But thanks to the electronic industry they managed to curb this and continue to grow. The history of Samsung and mobile phones stretches back to over 10 years.

A Rough beginning:In 1977 Samsung Electronics launched the telecommunication network business and in 1983 it initiated its mobile telecommunication business with the hope that this would become the companys future growth engine. In 1986, Samsung was able to release its first built -in-car phone, the SC-100 but it was a failure due to 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. The designs of the early attempts were bulky and reception was poor, with Motorolas huge advantage of market share, Samsung decided to drop its mobile division.

Turning point:
In the year 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.

The Global Market:

Samsung cell phones found its way into American hands for the first time in 1996, when they partnered with Sprint on a line of sleek and compact phones. A few short years later, South America and Japan were enjoying the high-end design of Samsung Mobile phones.

Samsung Mobile Today:

In early 2011, Samsung Mobile's global market share stood at more than 20 percent, second only to Nokia. Partially owing to strong sales of Samsung's Galaxy range of Smartphone, Samsung overtook Apple in worldwide Smartphone sales during Q3 2011, with a total market share of 23.8%, compared to Apple's 14.6%.

Samsung Galaxy Series:

Samsung Galaxy is a series of mobile computing devices produced by Samsung Electronics, all of which use the operating system Android. Samsung Galaxy Y (S5360) is an Android-based Smartphone by Samsung, announced in August 2011. Galaxy Y was launched in October 2011. It is the cheapest Smartphone available in the Galaxy series todate. There is a specific reason behind the name of this handset i.e. 'Y' symbolizes 'Young'. The name clearly indicates that it is meant for the young generation.

2.3 Samsung & Its Subsidiaries

Samsung is comprised of companies that are setting new standards in a wide range of businesses, from consumer electronics to petrochemicals, from advertising to life insurance. They share a commitment to creating innovative, high quality products that are relied on every day by millions of people and businesses around the world.

Electronics Industries

Samsung Electro-Mechanics Samsung Corning Precision Glass Samsung Networks Samsung Mobile Display Samsung Digital Imaging

Machinery & Heavy Industries

Samsung Heavy Industries

Chemical Industries

Samsung Petrochemicals Samsung Fine Chemicals

Financial services

Samsung Life Insurance Samsung Fire & Marine Insurance Samsung Securities Samsung Venture Investment

Other Affiliated Companies

Samsung C&T Corporation , Samsung Engineering, Cheil Industries, Samsung Everland, The Shilla Hotels & Resorts, Cheil Worldwide, S1 Corporation, Samsung Medical Centre, Samsung Human Resources Development Centre, Samsung Economics Research Institute, Samsung Lions, The Ho-Am Foundation, Samsung Foundation of Culture, Samsung Welfare Foundation, Samsung Life Public Welfare Foundation.

2.4 Important statistical data

SAMSUNG FINANCIALS

2011 Financial Overview

AMOUNTS IN BILLIONS Net sales* Total Assets Total Liabilities Total Stockholders Equity
Net Income*

WON 254,561.5 391,391.9 230,688.5 160,693.5 24,497.9

DOLLORS 220.1 343.7 202.6 141.1 21.2

EUROS 165.9 258.7 152.5 106.2 16.0

MARKET SHARE

MARKET SHARE

NOKIA 24% OTHERS 38%

SAMSUNG 20%

SONY ERICSSON 5%

APPLE 6% L.G.ELECTRONI CS 7%

Mobile phone manufacturers market share in Q3/2011

In Q3/2011, NOKIA was worlds largest manufacturers of mobile phones, with a global device market share of 24%, followed by Samsung 20%, L.G Electronics 7%, Apple 6%, Sony Ericsson 5% and Others 38%.

2.5 Future Prospects

The Samsung Philosophy
At Samsung, we follow a simple business philosophy: to devote our talent and technology to creating superior products and services that contribute to a better global society. Every day, our people bring this philosophy to life. Our leaders search for the brightest talent from around the world, and give them the resources they need to be the best at what they do. The result is that all of our productsfrom memory chips that help businesses store vital knowledge to mobile phones that connect people across continents have the power to enrich lives. And thats what making a better global society is all about. Values We believe that living by strong values is the key to good business. At Samsung, a rigorous code of conduct and these core values are at the heart of every decision we make.

People Quite simply, a company is its people. At Samsung, were dedicated to giving our people a wealth of opportunities to reach their full potential.

Excellence Everything we do at Samsung is driven by an unyielding passion for excellenceand an unfaltering commitment to develop the best products and services on the market.

Change In todays fast-paced global economy, change is constant and innovation is critical to a companys survival. As we have done for 70 years, we set our sights on the future, anticipating market needs and demands so we can steer our company toward long-term success.

Integrity Operating in an ethical way is the foundation of our business. Everything we do is guided by a moral compass that ensures fairness, respect for all stakeholders and complete transparency.

Co-prosperity A business cannot be successful unless it creates prosperity and opportunity for others. Samsung is dedicated to being a socially and environmentally responsible corporate citizen in every community where we operate around the globe.

Vision
Samsung is guided by a singular vision: to lead the digital convergence movement. We believe that through technology innovation today, we will find the solutions we need to address the challenges of tomorrow. From technology comes opportunityfor businesses to grow, for citizens in emerging markets to prosper by tapping into the digital economy, and for people to invent new possibilities. Its our aim to develop innovative technologies and efficient processes that create new markets, enrich peoples lives and continue to make Samsung a trusted market leader.

Mission
Everything we do at Samsung is guided by our mission: to be the best digital-Company.

Samsung grew into a global corporation by facing challenges directly. In the years ahead, our dedicated people will continue to embrace many challenges and come up with creative ideas to develop products and services that lead in their markets. Their ingenuity will continue to chart Samsungs course as a profitable, responsible global corporation.

2.6 ORGANIZATIONAL STRUCTURE

CHAPTER 3 THEROTICAL BACKGROUND

When we talk about customer satisfaction, we talk about creativity. Creativity allows us to handle or diffuse problems at hand or later on in the process of conducting the everyday business. We talk about how, or rather what, does the organization have to do gain not only the sale but also the loyalty of the customer. We want to know the payoff of the transaction both in the short and long term. We want to know what our customer wants. Market consist of all the potential customers, sharing of particular need or want, who might be willing and able to engage in exchange to satisfy their needs or wants. According to Philip Kotlar, Marketing is a human activity directed at satisfying nee d and wants through exchange process. Marketing Management is the process of planning and executing the conception, pricing, promotion and distribution of ideas, goods and services to create exchanges that can satisfy both individual and organizational goals. Customer Satisfaction can be defined as a persons feelings of pleasure and disappointment resulting from a product perceived, performed in relation to his or her expectation. When we talk about customer satisfaction, we talk about creativity. Creativity allows us to handle or diffuse problems at hand or later on in the process of conducting the everyday business. We talk about how, or rather what, does the organization have to do to gain not only the sale but also the loyalty of the customer. We want to know the payoff of the transaction both in the short and long term. We want to know what our customer wants. We want to know if our customers are satisfied. Satisfaction, of course, means that what we want we delivered to customer met the customers approval. We want to know if customers are delighted and willing to comeback, and so on. Flies and Feldman present examples of that delightful in their writings. Fleiss has written about Ben and Jerrys ice cream and Feldman has discussed excellence in a cad ride. As important as delightfulness is, some of us minimize it, or even totally disregard it. At this point, we fail. Some of the issues that will guarantee failure in sales, satisfaction, and loyalty are-

Employees must here to a rigid chain of command. Employees are closely supervised. Rewards are based on carrot and stick.

Level: - 1 Expectations are very simple and take the form of assumptions, must have, or take it for granted For example: Expect the airline to be able to take off, fly to my destination, and land safely. I expect to get the correct blood for my blood transfusion. And I expect the bank to deposit my money to my account and to keep a correct tally for me.

Level: - 2 Expectations are a step higher than that of level 1 and they require some form of satisfaction through meeting the requirement and or specifications. For example: I expect to be treated courteously by all airline personnel. I went to the hospital expecting to have my hernia repaired, to be in some pain after it was done, to be out on the same day, and to receive a correct bill. And I went to the bank expecting the bank teller to be friendly, informative, and helpful with my transactions.

Level: - 3 Expectations are much higher than for level 1 & 2. Level 3 requires some kind of delightfulness or a service that is so good that it attracts me to it. For example: An airline gives passengers travelling coach class the same superior food service that other airline provide only for first-class passengers. In fact, I once took a flight where the flight attendants actually baked cookies for us right there on the plane. When I went to the hospital, I expected staff to treat me with respect and they carefully explained things to me. But I was surprised when they called me at home the next day to find out how I was doing.

And at my house closing, the bank officer, representing the bank holding my mortgage, not only treated me with respect and answered all my questions about my new mortgage, but just before we shook hands to close the deal, he gave me a house-warming gift.

Table No. 1:
Table showing gender of satisfaction of Samsung Galaxy Y Mobile. Gender Male Female Total No. of respondents 56 44 100

No. of Respondents Gender Wise

56%

60 Respondents in % 50 40

44%

30
20 10 0 Male Parameters Female

Inference:
From the above graph it is clear that, 56% of the respondents are Male because of their daily necessity for business purpose and 44% of the respondents are Female.

Table No. 2:
Table showing occupation of the respondents Occupation Student Employee Businessman Professional Total No. of respondent 56 26 10 8 100 Percentage 56 26 10 8 100

Occupation
56% 60 50

Respondents in %

40 26% 30 20 10 0 Student Employee Businessman Professional 10%

8%

Parameters

Inference:
From the above graph it is clear that, 56% of respondents belong to student category because this handset is meant for young generation and only 8% of the respondents belong to professional category.

Table No. 3:
Table showing awareness of the Samsung Galaxy Y Mobile through various factors. Awareness Factors Friends Newspaper Advertisement Relatives Total No. of respondents 30 8 44 18 100 Percentage 30 8 44 18 100

Awareness through various factors

44%

45 40
30%

Respondents in %

35 30 25 20 15

18%

8%

10
5 0 Friends Newspaper Advertisement Relatives

Parameters

Inference:
From the above graph it is clear that, 44% of the respondents are aware of the Samsung Galaxy Y handset through Advertisement (T.V, Internet, etc.) Because due to this company is able to tap or communicate its target costumers easily.

Table No. 4: Table showing factors considered while buying Handset Factors Price Brand name External appearance Android OS Fast processor No. of respondents 60 32 18 85 60

Factors Consider while Buying Hanset

85% 90 80 70 60 50 40 30 20 10 0 Price Brand name External appearance Android OS Fast processor 32% 18% 60% 60%

Parameters

Inference:
From the above graph it is clear that, 85 respondents consider Android OS feature because it is the best Operating System among other while 18 respondents consider External Appearance feature while buying the handset.

Table No. 5:
Table showing different variety of Samsung Galaxy Series which consumer know Model Galaxy POP Galaxy Fit Galaxy PRO Galaxy ACE Galaxy R Galaxy S-II No. of respondents 58 68 30 60 14 68

Variety of Samsung Galaxy Series

68 68 60

70
58

60 50 40 30 20 10 0 Galaxy POP Galaxy Fit Galaxy PRO Galaxy ACE Galaxy R Galaxy SII
14 30

Parameters

Inference:
The above graph shows that, Galaxy Fit, Galaxy S-II, Galaxy ACE, and Galaxy POP are the variety most aware by respondents and Galaxy PRO & Galaxy R are less aware because it is newly launched in Galaxy Series.

Table No. 6:
Table showing the Rating of features of Samsung Galaxy Y Handset given by consumer Rank Features Capacitive Touch Screen Camera Android OS Processor Sound Clarity Talk Time 6 0 85 74 8 6 72 56 15 26 62 64 22 32 0 0 30 20 Best Good Average Below Average 0 12 0 0 0 10 Total 100 100 100 100 100 100

Ratings of Features of Samsung Galaxy Y Handset

6% 100 90 80 70 60 50 40 30 20 10 0 0% 85% 74% 8% 6%

Ratings in %

56% 72% 62% 64% Best Good 32% 22% 0% 12% 15% 0 26% 0 30% 0 20% 10% Average Below average

Features

Inference:
The above graph represents rating of Samsung Galaxy Y handset on the basis of given parameter. Here it
states that; 1. Capacitive Touch Screen- 72 respondents rated it as good and 6 respondents as best. 2. Camera- 56 respondents rated the camera feature as good as company provided 2 megapixel clarity camera and 12 respondents as best. 3. Android OS-85 respondents rated it as best as company provides the most running and popular operating system and 15 respondents as good. 4. Processor- 74 respondents rated it as best as it is fastest processor and 26 respondents as good 5. Sound Clarity-82 respondents rated it as good and 8 respondents rated it as best. 6. Talk Time-84 respondents rated it as good and 8respondents as best.

Table No. 7:
Table showing additional accessories provided by Samsung . Accessories Hands free headset Memory card PC suit CD USB port Changeable back panel Bluetooth headset No. of respondents 100 58 100 88 48 0

Addtional accessories got with Samsung Galaxy Y headset

100 100 88 58 48

100 80 60 40 20 0

Parameters

Inference:
From the above graph it is clear that, company has given Hands free headset & PC suit CD as additional accessory to all respondents because it necessary in day today life, while 68 respondents got Memory card & 46 respondents got Changeable back panel as an additional accessory to promote the handset.

Table No. 8:
Table showing the consumers view regarding the Battery back-up of Samsung Galaxy Y Handset

Parameters
Good Average Below average Total

No. of respondents
34 68 8 100

Percentage
34 68 8 100

Consumers view on Battery back-up of Samsung Galaxy Y Handset

68%

70 60

Respondents in %

50
34%

40 30

20
10 0 Good Average

8%

Below average

Parameter s

Inference:
As per above graph, 68% respondents view regarding battery back-up is average because it gives less talk time, where as 8% opinion that it is below average because it has to charge daily.

Table No. 9:
Table showing the awareness level towards the after sales service provided by the company

Parameters
Yes No Total

No. of respondents
62 38 100

Percentage
62 38 100

Awareness towards the after sales service provided by Samsung care

Respondents in %

80 60 40 20 0 Yes

62% 38%

No

Parameters

Inference:
Above graph shows that 62% respondents are aware about after sales service while 38% are not aware about after sales service provided by Samsung Care because they didnt need so as problem has not occurred so far.

Table No. 10:

Table showing the importance of User Manual in operating the Handset Parameters Yes No Total No. of respondents 64 36 100 Percentage 64 36 100

Importance of user manual

64%

70

Respondents in %

60 50
36%

40
30 20 10 0 Yes No

Parameters

Inference:
From above, 64% respondents are of the opinion that user manual is helpful in operating the handset and 36% respondents feel that it is not helpful or it is not necessary for them.

Table No. 11:

Table showing the consumers view regarding the Durability of the Handset Parameters Good Average Below average Total No. of respondents 44 48 8 100 Percentage 44 48 8 100

Consumer view on the Durability of Samsung Galaxy Y Handset

44% 48%

Respondents in %

50 40 30 20 10
8%

0
Good Average Below average

Parameters

Inference:
As per above graph, 48% respondents view on durability of the handsets is average while 44% of the respondents opinion is for good and only 8% opinion is below average because it very delicate to handle.

Table No. 12:

Table showing the consumer view against the services provided by the company Parameters Good Average Below average Total No. of respondents 26 30 44 100 Percentage 26 30 44 100

Consumer view against the service provided by Samsung Customer Care

44%

45 40
30% 26%

Respondents in %

35 30 25 20 15

10
5 0 Good Average Below average

Parameters

Inference:
From above graph it is clear that, only 26% respondents agrees upon the service provided by Samsung Customer Care is Good while 44% respondents are disagree because Samsung Customer Care doesnt solve there problem on time.

Table No. 13:

Table showing consumer recommendation of Samsung Galaxy Y handset to others Parameters Yes No Total No. of respondents 76 24 100 Percentage 76 24 100

Consumer recommended Samsung Galaxy Y to others

76%

80

Respondents in %

60 40 20 0 Yes No
24%

Parameters

Inference:
From the above graph it is clear that, 76% respondents will recommend this handset to others because its price is less with innovative features while 24% respondents will not because its battery back-up is low.

CHAPTER 5 OBSERVATIONS
1) It is observed that, 56% respondents are male and 44% respondents are female. 2) It is observed that, 56% of respondents belong to student category because this handset is meant for young generation and only 8% of the respondents belong to professional category. 3) It is observed that, 44% respondents are aware through advertisement because it is mass means of communication and only 8% respondents are aware through newspaper. 4) It is observed that, most of the respondents consider Android OS , Fast processor and price factors while buying the handset because its Operating System & processor is best in market with lesser price 5) It is observed that, most of the respondents know other Samsung Galaxy Series before purchasing Samsung Galaxy Y Handset. 6) It is observed that, 85% of respondents given Best Rank to Android OS feature of Handset & 74% respondents given Best Rank to Fast Processor. While 72% respondents given Good Rank to Capacitive touch screen feature & 74% respondents given Good Rank to Talk Time. 7) It is observed that, company has given Hands free headset & PC suit CD as additional accessory to all respondents because it necessary in day today life while 68 respondents got Memory card & 46 respondents got Changeable back panel as additional accessory to promote the handset. 8) It is observed that, 68% respondents view regarding battery back-up is average because it gives less talk time, where as 8% opinion that it is below average because it has to charge daily. 9) It is observed that, 62% respondents are aware about after sales service as upgrading of OS and minor repairs while 38% are not aware about after sales service provided by Samsung Care because they didnt need so as problem has not occurred so far. 10) It is observed that, 64% respondents consider user manual helpful for operating handset while 36% respondents dont need of it.

11) It is observed that, 48% respondents view on durability of handset is average while 8% consider below average because it very delicate piece and touch screen handset. 12) It is observed that, 44% respondents dont agree upon the service provided by Samsung Customer Care and given below average rank because they doesnt solve the problem on time while 26% respondents are in the opinion that it is good. 13) It is observed that, 76% respondents would recommend Samsung Galaxy Y handset to others because its price is less with innovative feature i.e. Android OS & Fast Processor. While 24% respondents will not because its battery back-up is low.

CHAPTER 6 SUGGESTIONS
1. The company can organize free service camps once in a year which will in turn increase the loyalty of the consumers. 2. The company can come up with demonstration sessions once in a month about upcoming changes in the same model of handset which can be motivational factor for consumers to buy. 3. The company may also come up with the increase in the period of warranty of handsets and accessories for 1 year instead of 6 months. 4. The company can introduce the new Dual Sim handset in the same model i.e. Samsung Galaxy Y. 5. The company can improve the Battery back-up of the handset and solve the Hang & Network problem in the handset. 6. The company can improve the after sales service which is provided by the Samsung Customer Care.