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“A study of customer satisfaction with Nokia cell phones in

Ghazipur city”

RESEARCH PROJECT REPORT

Submitted to

VEER BAHADUR SINGH PURVANCHAL UNIVERSITY, JAUNPUR

In partial fulfillment of the requirements for the degree of

BACHELOR OF BUSINESS ADMINISTRATION

Submitted by: Under the Supervision of:


Om Sharan Dwivedi Mr. Arif Sultan
BBA6thSemester Lecturer,
Roll No. 950537 Department of business administration

2010

Technical Education & Research Institute


Post-Graduate College, Ravindrapuri
Ghazipur-233001
“A study of customer satisfaction with Nokia cell phones in
Ghazipur city”

RESEARCH PROJECT REPORT

Submitted to

VEER BAHADUR SINGH PURVANCHAL UNIVERSITY, JAUNPUR

In partial fulfillment of the requirements for the degree of

BACHELOR OF BUSINESS ADMINISTRATION

Submitted by: Under the Supervision of:


Om Sharan Dwivedi Mr. Arif Sultan
BBA6thSemester Lecturer,
Roll No. 950537 Department of business administration

2010

Technical Education & Research Institute


Post-Graduate College, Ravindrapuri
Ghazipur-233001
Certificate

This is to certify that Om Sharan Dwivedi, purusing B.B.A. 6th Semester from this institute,

has prepared the research project report entitled “A study of customer satisfaction with

Nokia cell phones in Ghazipur city” in partial fulfillment of the requirements of the degree

of Bachelor of Business Administration from Veer Bahadur Singh Purvanchal University,

Jaunpur during the session 2009-2010.

This report is based on research report undertaken by Om Sharan Dwivedi under my

supervision during the course of sixth semester and fulfills the requirements of regulations

relating to the nature and standard of B.B.A. course of V.B.S. Purvanchal University.

I recommend that this research project report may be sent for evaluation.

Rahul Anand Singh Mr. Arif Sultan

Reader & Head, Lecturer

Dept. of Business Administration Dept. of Business Administration


Declaration

I, Om Sharan Dwivedi, hereby declare that this research project report entitled “A

study of customer satisfaction with Nokia cell phones in Ghazipur city” has been

prepared by me on the basis of survey done during the course of my sixth semester of the

BBA programme under the supervision of Mr. Arif Sultan, Lecturer, Department of Business

Administration, TERI, Ghazipur.

This research project report is my bonafide work and has not been submitted in any

form to any University or Institute for the award of any degree or diploma prior to the under

mentioned date. I bear the entire responsibility of submission of this project report.

10th April, 2010 Om Sharan Dwivedi

B.B.A. 6th semester

Department of Business Administration

Technical Education & Research Institute

Post-Graduate College, Ghazipur


TABLE OF CONTENTS

I:-Preface
II:-Acknowledgement
CHAPTER–1:
Introduction
Objectives
Importance of the study

Scope of the study

CHAPTER–2:
Research Methodology
CHAPTER–3:
Data Analysis & Interpretation
CHAPTER–4:
Findings & Recommendations
CHAPTER–5:
Conclusion & Limitation
CHAPTER-6:
Annexure
Bibliography
PREFACE

Cellular service is an important sensitive barometer which measures the trade fluctuation,

savings, income, employment and actual business condition in a country. The last few months

are witness that a usual and serious perception in the mind of Indian customers is creating

towards cellular services due to excessive competition among all companies. This threat is

nothing new for the Indian Cellular industry; they are very conscious and much aware about

“customer satisfaction”. The word satisfaction is not a single phenomenon it includes the

vast parameter or value provided by cellular services to its customers.

The goal of this research report is to provide a rigorous understanding of how and why

cellular users satisfy their financial as well as transaction related needs. The research report

has attempted to develop the holistic view in the field of consumers’ satisfaction and profit

maximization in different favorable or unfavorable market condition of Indian cellular

services.

The research is divided into six chapters. Each chapter has its` own relevance and

importance. Together they cover “A study of customer satisfaction with Nokia cell phones

in Ghazipur city.” The chapters are divided and defined in a logical, systematic and

scientific manner to cover every nook and corner of the topic. When I was perusing my

B.B.A. 5th semester then I decided that the growing CELLULAR services and its cascading

affect on Indian customers have to sure studied by me.

The chapter first of this report is introduction to the topic. It examines the brief introduction

of Nokia Cell phones and how it affected to the Indian and global customer’s mind. The

various significant aspects of my research are determining the criteria for measurement of
customer’s satisfaction with regard to cellular services. The survey, data collection, findings

and suggestions have also been providing valuable guidelines for proper measuring the

perception of Indian customers & their mind. In the initial stage of this research report and

determine and find out the implication of my study with the meaning, nature and causes of

customer’s satisfaction of Indian cellular services. The introductory part of report covers the

brief history of Indian cellular organizational structure and controlling efficiency.

Second chapter dealt with research methodology. The process of carrying out the whole

research problem is defined in it. It contains information about the objectives of the research,

methods of data collection, sampling, sample design, etc.

The chapter third of this project, data analysis and interpretation includes a clear cut

quantitative measurement of economic crisis effect on Indian economy. The collection of

primary data through different types of question provides genuine figures of Indian cellular

market. The collection represents that how services affect on market demand and also on

customer’s mind as compare to other competitors.

The chapter four, findings and the important recommendation has been drowning from my

best level as a 6th semester B.B.A. Student. The main focus of this chapter is to highlight the

attractive factors of cellular services for customers. The findings has been written to provide

an understanding of what are the common strategic goals cellular industry through which

they are facing more problem to maximize their profit and saving in recent days. Each and

every data are based on the perception of Ghazipur city and its customers. In the making of

this research report I have guided to the concern people who are practicing in such kind

cellular activities. The necessary part of my recommendation is terribly important for those

customers who are regularly using cellular services.


Chapter fifth, conclusion of this research report is an enjoyable and systematic approach on

economic development and long/short term plans. This chapter depicted conclusion which

concludes the whole report, that is, gives brief description of the process employed so far.

The conclusion contains the various affects and falling customer’s value in global cellular

context. Each and every aspects of this research report conclusion is to indicate the customer

satisfaction in sense of cellular services which is more valuable for primary and secondary

market and for investment management and portfolio in the focus of Indian cellular market.

Sixth chapter showed annexure which contains a format of the questionnaire used for the

purpose of data collection & Bibliography contains the list of the sources from where the

matter and the information is collected. It contains the list of books, author, and volume

number, issue year, publisher, etc.

This research report is intended for anyone with a hunger for knowledge. Customers who

have a desire to use cellular services, executives who want to benchmark against the best,

managers who want to maximize the profit of the company and students who want to learn

about cellular services and its criteria, will all find this project extremely useful.

Date………………. Om Sharan Dwivedi

Place……………… B.B.A. 6th Semester


ACKNOWLEDGEMENT

It has been a great pleasure for me to work on this project. My sincere thanks to Lecturer

Mr. Arif Sultan for giving me an opportunity to work on this project whereby I was given

an exposure to study “A study of customer satisfaction with Nokia Cell phones in

Ghazipur ” which helped me to increase the span of our knowledge and developed my

thinking on more practical lines. I thank him for his guidance and support throughout the time

when I was working on this project. I am also thankful to Mr. Rahul Anand Singh (HOD

Department of Business Administration) under whose valuable guidance I learnt a lot and

which will help me out in the coming days.

If words are considered to be signs of gratitude then let these words convey the very

same my sincere gratitude to Mr.Rashikesh (Lecturer, Department of Business

Administration) for giving necessary directions on doing this project to the best of my

abilities.

I am highly grateful to Mukesh Kumar Sinha who provided me with the necessary

information and also for the support extended out to me in the completion of this

report and his valuable suggestion and comments on bringing out this report in the best

way possible.

I also thank to all my friends & my classmates & all the faculty members of my college;

who have sincerely supported me with the valuable insights into the completion of this

project. At the end I feel much indebted to my ALMIGHTY GOD who blessed & enable me

to complete this unique task as a great success. I pay HIM to pour great success on my path

and to enlighten my further.

Date------------------ Om Sharan Dwivedi

Place----------------- B.B.A.6th Semester


CHAPTER-1
History of Nokia Cell phone:

Nokia Corporation is a communications corporation that is headquartered in a city

neighboring Finland's capital. 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 41 and operating

profit of €1.2 billion as of 2009. It is the world's largest manufacturer of its global

device was about 39% in Q4 2009, up from 37% in Q4 2008 and 38% in Q3 2009, and

its market share was about 40% in Q4, up from 35% in Q3 2009. Nokia produces mobile

devices for every major and , including , and . Nokia offers Internet services such

as, and through its platform. Nokia's subsidiary produces equipment, solutions and

services. Nokia is also engaged in providing free digital map information and navigation

services through its wholly-owned subsidiary.

Nokia has sites for, and 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. 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. Besides its research centers,

in 2001 Nokia founded (and owns) – Nokia Institute of Technology, a R&D institute located

in Brazil. Nokia operates a total of 15 manufacturing facilities located at , and , Finland;

Brazil; and , China; England; , Hungary; , India; , Mexico; , Romania and , South

Korea. Nokia's Design Department remains, Finland.


Nokia is a listed on the, and stock exchanges. Nokia plays a very large role in the, it is by far

the largest, accounting for about a third of the Helsinki Stock Exchange (OMX Helsinki) as

of 2007, a unique situation for an. It is an important employer in Finland and several small

companies have grown into large ones as its and Nokia increased Finland's 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.

In recent years, have consistently ranked Nokia as one of the best Finnish brands. In 2008, it

was the 27th most respected brand among Finns, down from sixth place in 2007. The Nokia,

valued at $34.9 billion, is listed as the fifth most valuable global brand in the best Global

Brands list of 2009 (first non-US company). It is the number one brand in Asia (as of

2007) and Europe (as of 2009), the 42nd most admirable company worldwide in 's World's

Most Admired Companies list of 2009 (third in Network Communications, seventh non-US

company), and the world's 85th largest company as measured by in list of 2009, up from

88th the previous year. As of 2009, ranks Nokia's global number six in the world.

History:

Pre-telecommunications era:
The predecessors of the modern Nokia were the Nokia Company (Nokia

Aktiebolag), (Suomen Gummitehdas Oy) and (Suomen Kaapelitehdas Oy).

Nokia's history starts in 1865 when mining engineer established a on the banks of the rapids

in the town of , in southwestern Finland, and started . In 1868, Idestam built a second mill

near the town of , fifteen kilometers (nine miles) west of Tampere by the Nokianvirta river,

which had better resources for production. In 1871, Idestam, with the help of his close friend

Statesman, renamed and transformed his firm into a share company, thereby founding the

Nokia Company, the name it is still known by today.


The name of the town, Nokia, originated from the river which flowed through the town. The

river itself, Nokianvirta, was named after the archaic Finnish word originally meaning a

small, dark-furred animal that lived on the banks of the Nokianvirta river. In

modern ,noki means and nokia is its , although this form of the word is rarely if ever used.

The old word, nois ( nokia) ornokinäätä ("soot marten"), meant . After sable was hunted to

extinction in Finland, the word was applied to any dark-furred animal of the genus , such as

the , which are found in the area to this day.

Toward the end of the , Mechelin's wishes to expand into the business were at first thwarted

by Idestam's opposition. However, Idestam's retirement from the management of the

company in 1896 allowed Mechelin to become the company's chairman (from 1898 until

1914) and sell most shareholders on his plans, thus realizing his vision. In 1902, Nokia

added to its business activities.

Industrial conglomerate:

In 1898, Eduard Polón founded , manufacturer of and other rubber products, which later

became Nokia's rubber business. At the beginning of the , Finnish Rubber Works established

its factories near the town of Nokia and began using Nokia as its product brand. In 1912,

Arvid Wickström founded , producer of , and and the foundation of

Nokia's and businesses. At the end of the , shortly after , the Nokia Company was nearing .

To ensure the continuation of electricity supply from Nokia's , Finnish Rubber Works

acquired the business of the insolvent company. In 1922, Finnish Rubber Works acquired

Finnish Cable Works. In 1937, a sport wrestler and Finland's first , became President of

Finnish Cable Works, after 16 years as its Technical Director. After , Finnish Cable Works

supplied cables to the as part of Finland's . This gave the company a good foothold for later

trade.
The three companies, which had been jointly owned since 1922, were merged to form a new

industrial , Nokia Corporation in 1967 and paved the way for Nokia's future as a global

corporation. The new company was involved in many , producing at one time or

another products, and (including ), communications , and other machinery (such as

the device and the for the ), and . Each business unit had its own director who reported to

the first Nokia Corporation President, . As the president of the Finnish Cable Works, he had

been responsible for setting up the company’s first electronics department in 1960, sowing

the seeds of Nokia’s future in telecommunications.

Eventually, the company decided to leave consumer electronics behind in the 1990s and

focused solely on the fastest growing segments in telecommunications. , manufacturer of

tyres split from Nokia Corporation to form its own company in 1988 and two years

later manufacturer of rubber boots, was founded. During the rest of the 1990s, Nokia divested

itself of all of its non-telecommunications businesses.

Telecommunications era:

The seeds of the current incarnation of Nokia were planted with the founding of the section

of the cable division in 1960 and the production of its first electronic device in 1962: a pulse

analyzer designed for use in plants. In the 1967 fusion, that section was separated into its

own division, and began manufacturing telecommunications equipment.

Networking equipment:

In the 1970s, Nokia became more involved in the industry by developing the , a digital

switch for . In 1982, a DX 200 switch became the world's first telephone exchange and the

first fully digital exchange to be taken into service in Europe. The DX 200 became the

workhorse of the network equipment division. Its modular and flexible architecture enabled it
to be developed into various switching products. In 1984, development of a version of the

exchange for the network was started.

For a while in the 1970s, Nokia's network equipment production was separated

into Telefenno, a company jointly owned by the parent corporation and by a company owned

by the Finnish state. In 1987, the state sold its shares to Nokia and in 1992 the name was

changed to Nokia Telecommunications.

In the 1970s and 1980s, Nokia developed the Sanomalaitejärjestelmä ("Message device

system"), a digital, portable and encrypted text-based communications device for the . The

current main unit used by the Defence Forces is the (SANLA M/90).

First mobile phones:

The Mobira Cityman 150, Nokia's mobile phone from 1989 (left), compared to from

2003.The Mobira Cityman line was launched in 1987

The technologies that preceded modern cellular mobile telephony systems were the various

"0G" pre-cellular standards. Nokia had been producing commercial and some military

mobile radio communications technology since the 1960s, although this part of the company

was sold some time before the later company rationalization. Since 1964, Nokia had

developed radio simultaneously with Salora Oy. In 1966, Nokia and Salora started

developing the standard (which stands for Autoradiopuhelin, or car radio phone in English),

a car-based mobile radio telephony system and the first commercially operated public mobile

phone network in Finland. It went online in 1971 and offered 100% coverage in 1978.

In 1979, the merger of Nokia and Salora resulted in the establishment of Mobira Oy. Mobira

began developing mobile phones for the (Nordic Mobile Telephony) network standard, the ,

first fully-automatic system that went online in 1981. In 1982, Mobira introduced its first, the

Mobira Senator for NMT-450 networks.


Nokia bought Salora Oy in 1984 and now owning 100% of the company, changed the

company's telecommunications branch name to Nokia-Mobira Oy. The Mobira Talkman,

launched in 1984, was one of the world's first transportable phones. In 1987, Nokia

introduced one of the world's first handheld phones, the Mobira Cityman 900 for NMT-900

networks (which, compared to NMT-450, offered a better signal, yet a shorter roam). While

the Mobira Senator of 1982 had weighed 9.8 kg (22 lb) and the Talkman just under 5 kg

(11 lb), the Mobira Cityman weighed only 800 g (28 oz) with the battery and had a price tag

of 24,000 (approximately €4,560). Despite the high price, the first phones were almost

snatched from the sales assistants’ hands. Initially, the mobile phone was a product and a .

Nokia's mobile phones got a big publicity boost in 1987, when leader was pictured using a

Mobira Cityman to make a call from to his communications minister in . This led to the

phone's nickname of the "Gorba"

In 1988, Jorma Nieminen, resigning from the post of of the mobile phone unit, along with

two other employees from the unit, started a notable mobile phone company of their own,

Benefon Oy (since renamed to ). One year later, Nokia-Mobira Oy became Nokia Mobile

Phones.

Involvement in GSM:

Nokia was one of the key developers of (Global System for Mobile Communications),

the mobile technology which could carry data as well as voice traffic. (Nordic Mobile

Telephony), the world's first mobile telephony standard that enabled international , provided

valuable experience for Nokia for its close participation in developing GSM, which was

adopted in 1987 as the new European standard for digital mobile technology.
Nokia delivered its first GSM network to the Finnish operator in 1989. The world's first

commercial GSM call was made on July 1, 1991 in , Finland over a Nokia-supplied network,

by then , using a prototype Nokia GSM phone. In 1992, the first GSM phone, the , was

launched. The model number refers to its launch date, 10 November. The Nokia 1011 did not

yet employ Nokia's characteristic ringtone, the . It was introduced as a ringtone in 1994 with

the GSM's high-quality voice calls, easy international roaming and support for new services

like text messaging laid the foundations for a worldwide boom in mobile phone use. GSM

came to dominate the world of mobile telephony in the 1990s, in mid-2008 accounting for

about three billion mobile telephone subscribers in the world, with more than 700

mobile across 218 countries and territories. New connections are added at the rate of 15 per

second, or 1.3 million per day.

Challenges of growth:

In the 1980s, during the era of its CEO, Nokia expanded into new fields, mostly by

acquisitions. In the late 1980s and early 1990s, the corporation ran into serious financial

problems, a major reason being its heavy losses by the television manufacturing division and

businesses that were just too diverse. These problems, and a suspected total , probably

contributed to Kairamo taking his own life in 1988. After Kairamo's death, became Nokia's

Chairman and CEO. In 1990–1993, Finland underwent , which also struck Nokia. Under

Vuorilehto's management, Nokia was severely overhauled. The company responded by

streamlining its telecommunications divisions, and by divesting itself of the television and PC

divisions.

Probably the most important strategic change in Nokia's history was made in 1992, however,

when the new CEO made a crucial strategic decision to concentrate solely on
telecommunications. Thus, during the rest of the 1990s, the , and divisions were gradually

sold as Nokia continued to divest itself of all of its non-telecommunications businesses.

As late as 1991, more than a quarter of Nokia's turnover still came from sales in Finland.

However, after the strategic change of 1992, Nokia saw a huge increase in sales to , and . The

exploding worldwide popularity of mobile telephones, beyond even Nokia's most optimistic

predictions, caused a crisis in the mid-1990s. This prompted Nokia to overhaul its entire

logistics operation. By 1998, Nokia’s focus on telecommunications and its early investment

in GSM technologies had made the company the world's largest mobile phone manufacturer.

Between 1996 and 2001, Nokia’s turnover increased almost fivefold from 6.5 billion euros to

31 billion euros. Logistics continues to be one of Nokia's major advantages over its rivals,

along with greater.

Recent history:
Milestones and releases:

Reduction in size of Nokia mobile phones.

Evolution of the Models 9000, 9110, 9210 and 9500 shown.


Nokia opened its, mobile phone factory on May 5, 2000.

In March 2007, Nokia signed a memorandum with Council, to open a new plant near the city

in commune. Moving the production from the factory to a low wage country created an

uproar in Germany.

In May 2007, Nokia announced that its handset, launched in 2003, with over 200 million

units shipped, was the best-selling mobile phone of all time and the world's top-

selling product.

In November 2007, Nokia announced and released the its first (and currently, only) Nseries

phone with .
At the Nokia World conference in December 2007, Nokia announced their "Comes With

Music" program: Nokia device buyers are to receive a year of complimentary access to music

downloads. The service became commercially available in the second half of 2008.

In April 2008, Nokia began finding new ways to connect people, asking the "audience" to use

their creativity and their mobile devices to become Nokia’s production company – to take

part in filming, acting, editing and producing a collaborative film. Nokia Productions was the

first ever mobile filmmaking project directed by. This was a collaborative experience that

existed across borders and perspectives, working off a common script. The film premiered in

October 2008.

In 2008, Nokia released which was marketed to directly compete with the other devices

offering a full keyboard and cheaper prices.

Nokia announced in August 2009 that they will be selling a high-end -based called.

On September 2, 2009, Nokia launched two new music and social networking phones, the X6

and X3. The Nokia X6 features 32GB of on-board memory with a 3.2" finger touch interface

and comes with a music playback time of 35 hours. The Nokia X3 is a first series 40 Ovi

Store-enabled device. The X3 is a music device that comes with stereo speakers, built-in FM

radio, and a 3.2 megapixel camera.

On September 10, 2009, Nokia unveiled a new handset 7705 Twist, a phone with a sports

square shape that swivels open to reveal a full QWERTY keypad. The new mobile, which

will be available exclusively through Verizon Wireless, features a 3 megapixel camera, web

browsing, voice commands and weighs around 3.44 ounces.


Reorganizations:

April 2003, the troubles of the networks equipment division caused the corporation to resort

to similar streamlining practices on that side, including and organizational restructuring. This

diminished Nokia's public image in Finland, and produced a number of and an episode of

a critical of Nokia.

On February 2006, Nokia and announced to create a joint venture addressing handset

business. But in June, they announced ending negotiations without agreement. Nokia also

stated its decision to pull out of CDMA research and development, to continue CDMA

business in selected markets.

In June 2006, Jorma Ollila left his position as to become the of and to give way for .

In May 2008, Nokia announced on their annual stockholder meeting that they want to shift to

the business as a whole. Nokia no longer wants to be seen as the company and are not seen as

natural competition for their new image but they are considered as major important players to

deal with.

In November 2008, Nokia announced it was ceasing mobile phone distribution in

Japan. Following early December, distribution of is cancelled, both from and. Nokia Japan

retains global research & development programs, sourcing business, and an venture

of luxury phones, using docomo's telecommunications network.

Acquisitions:

The mobile phone in the business segment and part of the Nokia range.

On September 22, 2003, Nokia acquired Sega.com, a branch of which became the major

basis to develop the Nokia device.


On November 16, 2005, Nokia and , a provider of data and PIM synchronization software,

signed a definitive agreement for Nokia to acquire Intellisync. Nokia completed the

acquisition on February 10, 2006.

On June 19, 2006, Nokia and announced the companies would merge their mobile and fixed-

line phone network equipment businesses to create one of the world's largest network

firms, Each company has a 50% stake in the infrastructure company, and it is headquartered

in , Finland. The companies predicted annual sales of €16 and cost savings of €1.5 bn a year

by 2010. About 20,000 Nokia employees were transferred to this new company.

On August 8, 2006, Nokia and Loudeye Corp. announced that they had signed an agreement

for Nokia to acquire online music distributor Loudeye Corporation for approximately US $60

million. The company has been developing this into an online music service in the hope of

using it to generate handset sales. The service, launched on August 29, 2007, is aimed to

rival . Nokia completed the acquisition on October 16, 2006.

In July 2007, Nokia acquired all assets of , the comprehensive media sharing solution for

organizing and sharing photos, videos and other personal media.

In September 2007, Nokia announced its intention to acquire , a supplier of mobile

advertising and services.

In October 2007, pending shareholder and regulatory approval, Nokia bought , a U.S.-based

supplier of digital mapping data, for a price of $8.1 billion. Nokia finalized the acquisition on

July 10, 2008.

In September, 2008, Nokia acquired OZ Communications, a privately held company with

approximately 220 employees headquartered in Montreal, Canada.


On July 24, 2009, Nokia announced that it will acquire certain assets of cellity, a privately

owned mobile software company which employs 14 people in Hamburg, Germany. The

acquisition of cellity was completed on August 5, 2009.

On September 11, 2009, Nokia announced the acquisition of "certain assets of Plum

Ventures, Inc, a privately held company which employed approximately 10 people with main

offices in Boston, Massachusetts. Plum will complement Nokia’s Social Location services".

Corporate structure:

Divisions

Since October 1, 2009, Nokia comprises three business. The four units receive operational

support from the Corporate Development Office, led by , which is also responsible for

exploring corporate strategic and future growth opportunities.

On April 1, 2007, Nokia’s Networks business group was combined with carrier-related

operations for fixed and mobile networks to form , jointly owned by Nokia and Siemens and

consolidated by Nokia

Devices:

Mobile based Internet device and from Nokia's portfolio.

The Devices division is responsible for developing and managing Nokia's mobile device

portfolio, including the sourcing of components, headed by Kai Öistämö. The division

consists of the previous mainline Mobile Phones division with the separate subdivisions

Multimedia (devices) and Enterprise Solutions ( devices) as well as formerly centralized core

devices R&D – called Technology Platforms.


This division provides the general public with mobile voice and data products across a wide

range of mobile devices, including high-volume, consumer oriented mobile phones and

devices, and more expensive multimedia and enterprise-class devices. The devices are based

on and cellular technologies. Nokia's Multimedia Computers extensively uses .

In the first quarter of 2006 Nokia sold over 15 million MP3 capable mobile phones, which

means that Nokia is not only the world's leading supplier of mobile phones and digital

cameras (as most of Nokia's mobile telephones feature digital cameras, it is also believed that

Nokia has recently overtaken Kodak in camera production making it the largest in the world),

Nokia is now also the leading supplier of digital audio players (MP3 players), outpacing sales

of devices such as the from . At the end of the year 2007, Nokia managed to sell almost 440

million mobile phones which accounted for 40% of all global mobile phones sales.

Services:

The Services division operates in five areas of consumer Internet services: music, maps,

media, messaging and games. The division consists of the previous enterprise and consumer

driver services businesses previously hosted in Multimedia and Enterprise Solutions

divisions, as well as a number of new acquisitions (Loud eye, Gate5, Avvenu and OZ

Communications), headed by .

The group works with companies outside the telecommunications industry to make advances

in the technology and bring new applications and possibilities in areas such as , , music

synchronization and .

Solutions
Solutions are responsible for Nokia's offering of solutions, where the mobile device,

personalized services and content are integrated into a package for the consumer. The unit is

led by Alberto Torres.

Markets:

The Markets division, the successor organization to Nokia's Customer and Market Operations

division, is responsible for the management of the , sales channels, brand and marketing

functions of the company, headed by Anssi Vanjoki.

Subsidiaries:

A touch screen smart phone and portable entertainment device which emphasizes music and

multimedia playback.

Nokia has several subsidiaries, of which the two most significant as of 2009 are and . Other

notable subsidiaries include, but are not limited to , a British-based manufacturer and retailer

of luxury mobile phones; , a Norwegian-based software company, and OZ Communications,

a consumer e-mail and instant messaging provider.

Until 2008 Nokia was the major shareholder in , a software development and licensing

company that produced , a smart phone operating system used by Nokia and other

manufacturers. In 2008 Nokia acquired Symbian Ltd and, along with a number of other

companies, created the to distribute the royalty free and as .

Nokia Siemens Networks:

Nokia Siemens Networks (previously Nokia Networks) provides wireless and wired network

infrastructure, communications and networks service platforms, as well as professional


services to operators and service providers. Nokia Siemens Networks focuses in , and radio

access networks; core networks with increasing IP and multiaccess capabilities; and services.

On June 19, 2006 Nokia and announced the companies are to merge their mobile and fixed-

line phone network equipment businesses to create one of the world's largest network firms,

called . The Nokia Siemens Networks brand identity was subsequently launched at the 3GSM

World Congress in Barcelona in February 2007.

As of March 2009, Nokia Siemens Networks serves more than 600 operator customers in

more than 150 countries, with over 1.5 billion people connected through its networks.

Corporate governance:

The control and management of Nokia is divided among the shareholders at a general

meeting and the Group Executive Board (left), under the direction of the Board of Directors

(right). The Chairman and the rest of the Group Executive Board members are appointed by

the Board of Directors. Only the Chairman of the Group Executive Board can belong to both,

the Board of Directors and the Group Executive Board. The Board of Directors' committees

consist of the Audit Committee, the Personnel Committee and the Corporate Governance and

Nomination Committee.

The operations of the company are managed within the framework set by the Finnish

Companies Act, Nokia's Articles of Association and Corporate Governance Guidelines, and

related Board of Directors adopted charters.

Online services:

Mobi and the Mobile Web:


Nokia was the first proponent of a (TLD) specifically for the and, as a result, was

instrumental in the launch of the domain name extension in September 2006 as an official

backer. Since then, Nokia has launched the largest mobile portal, , which receives over 100

million visits a month. It followed that with the launch of a mobile to cater to the growing

demand for mobile advertisement.

Ovi:

Announced on August 29, 2007, is the name for Nokia's "umbrella concept" Internet

services. Centered on Ovi.com, it is marketed as a "personal dashboard" where users can

share photos with friends, download music, maps and games directly to their phones and

access third-party services like Yahoo's photo site. It has some significance in that Nokia is

moving deeper into the world of Internet services, where head-on competition with , and is

inevitable.

The services offered through Ovi include the Ovi Store (Nokia's application store), the Nokia

Music Store, Ovi Mail, the mobile gaming platform available for, Ovi Share, Ovi Files, and

Contacts and Calendar. The Ovi Store, the Ovi application store was launched in May

2009. Prior to opening the Ovi Store, Nokia integrated its software Download! store, the

stripped-down repository and the widget service into it.

My Nokia:

Nokia offers a free personalised service to its subscribers called My Nokia (located at

my.nokia.com). Registered My Nokia users can avail free services as follows:

 Tips & tricks alerts through web, e-mail and also mobile text message.

 My Nokia Backup: A free online backup service for mobile contacts, calendar logs

and also various other files. This service needs connection.


 Numerous games and other things can be downloaded free of cost.

Comes With Music:

On December 4, 2007, Nokia unveiled their plans for the "Nokia Comes With Music"

initiative, a program that would partner with , , Warner Music Group, and EMI as well as

hundreds of Independent labels and music aggregators to bundle 12, 18, or 24 months worth

of unlimited free music downloads with the purchase of a Nokia Comes With Music edition

phone. Following the termination of the year of free downloads, tracks can be kept without

having to renew the subscription. Downloads are both PC and mobile-based.

Nokia Messaging:

On August 13, 2008, Nokia launched a beta release of "Nokia Email service", a new

push service, since graduated as part of Nokia Messaging.

Nokia Messaging operates as a centralized, hosted service that acts as a proxy between the

Nokia Messaging client and the user's e-mail server. It does not allow for a direct connection

between the phone and the e-mail server, and is therefore required to send e-mail credentials

to Nokia's servers. is used as the protocol to transfer emails between the client and the server.

NSN's provision of intercept capability to Iran

In 2008, , a joint venture between Nokia, reportedly provided 's monopoly telecom company

with technology that allowed it to intercept the Internet communications of its citizens to an

unprecedented degree. The technology reportedly allowed it to use to read and even change

the content of everything from "e-mails and Internet phone calls to images and messages on

social-networking sites such and ". The technology "enables authorities to not only block
communication but to monitor it to gather information about individuals, as well as alter it for

disinformation purposes," expert insiders told . During the post-election protests in Iran in

June 2009, Iran's Internet access was reported to have slowed to less than a tenth of its

normal speeds, and experts suspected this was due to the use of the interception technology.

The joint venture company, Nokia Siemens Networks, asserted in a press release that it

provided Iran only with a 'lawful intercept capability' "solely for monitoring of local voice

calls". "Nokia Siemens Networks has not provided any deep packet inspection, web

censorship or Internet filtering capability to Iran," it said.

In July 2009, Nokia began to experience a of their products and services in . The boycott was

led by consumers sympathetic to the post-election protest movement and targeted at those

companies deemed to be collaborating with the Islamic regime. Demand for handsets fell and

users began messaging.

Lex Nokia

In 2009, Nokia heavily supported the passing of a law in that allows companies to monitor

their employees’ electronic communications in cases of suspected information

leaking. Contrary to rumors, Nokia denied that the company would have considered moving

its head office out of Finland if laws on electronic were not changed. The Finnish media

dubbed the name Lex Nokia for this law, named after the Finnish copyright law (the so-

called) a few years back.

Nokia-Apple patent dispute

On October 2009, Nokia filed a lawsuit against in the citing Apple infringed on 10 of its

patents related to wireless communication including data transfer. Apple was quick to

respond with a countersuit filed in December 2009 accusing Nokia of 11 patent

infringements. Apple’s General Counsel, Bruce Sewell went a step further by stating, "Other
companies must compete with us by inventing their own technologies, not just by stealing

ours." This resulted in an ugly spat between the two telecom majors with Nokia filing another

suit, this time with the (ITC), alleging Apple of infringing its patents in "virtually all of its

mobile phones, portable music players, and computers." Nokia went on to ask the court to bar

all U.S. imports of the Apple products including the iPhone, Mac and the iPod. Not one to be

pushed behind, Apple countersued by filing a complaint with the ITC in January 2010, the

details of which are yet to be confirmed.

Environmental record

Electronic products such as cell phones impact the environment both during production and

after their useful life when they are discarded and turned into . According to environmental

organization , Nokia has a good track record in limiting the amount of in its products,

supporting , and reducing impact on , compared to other market leaders in the electronics

industry. In the 14th Greenpeace Guide to Greener Electronics, Nokia stays in first place with

a total score of 7.3/10.

In version 13 of the Guide, Nokia scored maximum points for its voluntary take-back

program, which spans 84 countries with almost 5,000 collection points for mobile phones. It

also scored top marks for the information it provides on what to do with discarded

products. However, the recycling rate of Nokia phones was only 3–5% in 2008, according to

a global consumer survey released by Nokia. The majority of old mobile phones are simply

lying in drawers at home and very few old devices, about 4%, are being thrown into landfill

and not recycled.

Nokia scored very well on toxic chemical issues; it launched new models free of at the end

of 2005, first products without components containing from January 2007, and aims to have

all new models free of all and and from the beginning of 2010. Nokia scored maximum
points for committing to reduce absolute emissions by a minimum of 10% in 2009 and 18%

in 2010 from a baseline year of 2006. Top marks were given for product as all but one of its

mobile phone exceed the requirements by 30–90%. Since 2001, Nokia has provided eco

declarations of all its products.

Nokia is currently actively researching the use of recycled in their products, which are

currently used only in packaging. In an effort to further reduce their in the future, Nokia

released a new phone concept, Remade, in February 2008. The phone has been constructed of

solely recyclable materials. The outer part of the phone is made from recycled materials such

as aluminum cans, plastic bottles, and used car tires. The screen is constructed of recycled

glass, and the hinges have been created from rubber tires. The interior of the phone is entirely

constructed with refurbished phone parts, and there is a feature that encourages energy saving

habits by reducing the backlight to the ideal level, which then allows the battery to last longer

without frequent charges.

Objective:

1- To know the challenges faced by Nokia cell phone to attract.

2- To understand the customer satisfaction towards Nokia cell phone.

3- To analyse the market condition of Nokia cell phone.


4- To explore the different mobiles launched by Nokia company.

5- To know the special features of Nokia cell phone to attract customer.

6- To know the perception of people toward Nokia cell phone.

Importance of the study

This research helps to analyze the Position of cellular companies in Indian markets & outline

the factors which make Nokia the leading player in the cellular service industry. Also there

has been a focus on the rules regulation and general obligation which are pertaining to the

scheme offered in the cellular industry.


1- This research determines the decision of the Indian customers and this

demonstrated in this report.

2- This research assists to know market growth rate for cellular services.

3- This research helps to know the best option to use cellular service.

4- This research enhances the awareness of the consumer regarding cellular services.

Scope

1- Market expansion.

2- Consumer/customer satisfaction.

3- Subscription of Nokia cellphone.

4- Buying & selling behaviour of Nokia cellphone.


CHAPTER-2

RESEARCH METHODOLOGY

RESEARCH

Research is a Purposeful investigation. It is a scientific and systematic search for knowledge

and information on a specific topic. Research is useful and Research objective can be

achieved if it is done in Propose Process.

METHODOLOGY
The word “Methodology” spells the meaning itself i.e. the method used by the researches in

obtaining information. The data (Information can be collected from the Primary sources and

Secondary sources.)

By Primary data we mean, data collected by researches himself, for the first time to

collaborate, the data which has previously not been used, is known as primary data; by

secondary data we mean, the data collected from various Published matters, a magazine,

newspapers status of previous research reports etc. In other words we can say that the data

which has already been used for different purposes by different People is known as

secondary.

Primary data can be collected through questionnaire and personal interviews .As for as my

research concern it is limited to customers only that is why I met customers personally.

Secondary data are collected from the various books, journals, news papers editorial, expert

suggestions, web sites and internet etc.

Research Methodology
Research Methodology is a Process to Systematically Solve the research Problem and the

Procedures to achieve Research Objective. It covers various steps adopted by the researches

like research design, the sampling procedures, the data collection method and analysis

Procedures

MARKET RESEARCH

Marketing research has become most important tool for decision making in the field of

marketing due to the following reasons.

1. Business environment is changes very rapidly which needs to continuous modification

and improvement.
2. It provides correct and reliable information about customer, competitors and ones own

activities to the manager, so that the huge amount spent on marketing activities to be

utilized properly.

3. Since modern business is customer oriented, it (MR) provides the producer a

systematic and analytical approach based on assessment on customer requirements,

which helps the producer in maximization of net profit by producing such products

that fulfill the customer’s utmost level of satisfaction.

Thus marketing research is a systematic gathering recording and analysis of data about the

problem facing the company. It helps the marketing manager to develop and analyze new

information, which is further helpful in developing marketing strategy. Now it can be said

that marketing research covers a very wide variety of activities ranging from analysis of

marketing potential and market share to studies of customers satisfaction and purchase

intention.

METHODOLOGY

The basic needs of any research are data and method of collecting it. Data is an information

on the basis of which inference are drawn, therefore, data become a very important and vital

factor in research study. The main purpose behind framing a methodology is to desirable the

research procedure which includes research design, data sources, data collection method,

research instructions, and sampling plan.

RESEARCH DESIGN

This is the comprehensive master plan of the study undertaking given the general statement

of the method used and procedure followed. It help the researcher to insure that the requisite

data, in accordance with the topics of the study of all the aspects of corporate management, it
will also be consist of detail understanding all the competitors of Nokia Cell phone, and an

Questionnaire study will be conducted of own walk in different companies with the reference

of Nokia (Ghazipur region) was descriptive in nature. It is a kind of study, which is

undertaken when the researcher is interested in knowing to which company the research is

operating and tries to take an appointment so that I can explain about my product. The

purpose of this study is to insure about the “what type of performance is done by the

company”. Thus, the research design used for study was descriptive research design.

Research Process:

 Formulating the research problem

 Extensive literature survey

 Developing the hypothesis

 Preparing the research design

 Developing the sample design

 Collecting the data

 Execution of the project

 Analysis of data

 Hypothesis testing

 Generalizations of the report

 Presentation of the results

RESEARCH DESIGN :

A proper research design is essential for successful Research. It is the blue print for the

research study. Research design is a comprehensive master plan. It is guiding frame work for

the research study.


Design is a strategy of investigation so as to obtain answer to research questions. But research

design varies from research to research. It depends on the research objectives.

Two general types of Research design:

 Exploratory Research

 Conducive Research

1- Exploratory Research

• The Literature Survey

• Survey of Knowledge Process

• Analysis of Case studies.

2- Conclusion Research

• Descriptive Research

• Experimental Research.

I have used descriptive research for completing my research report.

Developing the Research Design and the Research Procedure:

Development of research design and procedure is the next step in the marketing research

process, after problem definition and problem analysis. The choice of research design

depends on the depth and extent of date required the cost and benefits of the urgency of the

work. And the time avails able for completing it. Research design is actually the blue print of

the research project.


Sampling:

In many marketing research projects, making a census study of the entire Universe will be

impossible on account of limitations of time and money. Hence, sampling becomes

inevitable.

Sampling is used to collect primary data when the sources of data are far too many to be

exhaustively handled, Sampling in the integral part of the data collection process. In view of

the important of sampling in the data collection process we shall be discussing the subject at

length. Obviously a sample is only a portion of the universe or population. The success of

sampling depends on the extent to which the characteristics of the sample truly represent

those of the universe.

Developing the sample Design :

 The following are the basic components of a sample design:

 Choosing the sample size (How many to be surveyed)

 Choosing the sample procedure (How to ensure that these)

 Who are to be interrogated are included in the sample.

 Choosing the media (How to reach respondents in the sample-through mail interview,

personal interview, or telephone interview).

Research Design has been classified into four subsections. They are:

1. Sample area and size;

2. Sampling procedure;

3. Data collection; and

4. Analytical tools
Sample Area and size

The first step of research is sample selection, for which the respondents were consumers in

Ghazipur city. The total consumers covered were 100. The same questionnaires were

distributed, but only 100 fully-completed questionnaires were received. Results are based on

the response of these 100 respondents.

Sampling Procedure

There are basically two methods of sampling:-

Probability sampling

It is also known as random sampling. Under this sampling design every item of the universe

has an equal chance of inclusion in the sample. It is, so to say, a lottery method in which

individual units are picked from the whole group not deliberately but by some mechanical

process. Here it blind chance alone that determines whether one item or the other is selected.

The results obtained from probability sampling can be assured in terms of probability.

Non Probability sampling

Non Probability sampling is that sampling procedure which does not afford any basis for

estimating the probability that each item in the population has been included in the sample. In

this type of sampling, items for the sample selected deliberately by the researcher; his choice

concerning the items remains supreme.


For the study the consumers are selected by the convenience sampling method. The selection

of units from the population based on their easy availability and accessibility to the researcher

is known as convenience sampling

COLLECTION OF DATA:

DATA SOURCE: The various sources of information can be broadly divided into two

categories.

• Primary source

• Secondary source

Primary source:

Sources from where first hand information is gathered directly are called PRIMARY DATA.

In case of the above study primary source of collecting data was provided by questionnaire. I

have used questionnaire method & interviews for collecting primary data.

Secondary source:

The source of information, already gathered for some other purpose from other sources such

data are called secondary data. These data can be available from different magazines, journals

and company profiles. So, with regards to my study to collect the secondary data I went

through the company records, magazines, and internet and news papers.

DATA COLLECTION METHOD

Questionnaire:

In the above-mentioned method, questionnaire methods were mainly used for the undertaken

topic. Survey method was mostly used for collecting data through Questionnaire study with
the helped of the framed questionnaire. regarding survey a detailed study are conducted

which is consists of areas covering of all the aspects of corporate sector, this survey is also

includes the detail understanding of all the competitors of Nokia through the framed

questionnaire to understand the physiology of the competitors, further, an o study will be

conducted of own walk in different companies to identify the hidden opportunities in the near

by areas, according to the need and permission of the very organization on behalf on which I

was appointed for the survey.

LIMITATIONS OF RESEARCH METHODOLOGY

Although all the efforts have been made to make the results as accurate as possible, yet the

survey suffers from some limitations. Following are some of the limitations of the study. The

purpose of mentioning these limitations is not to dilute the quality of the results rather to
enable the reader to judge the validity of the result regarding the study. Following are some

limitation of the study.

1. Sample sizes are limited due to certain constraint.

2. Lack of funds was the major obstruction to limit my survey to a small sample of

respondents.

3. Duration of study is also limited further intensive study field wise.

4. Finding of the study, this was done, only at Ghazipur city.

5. Last but not the least ‘Weather’ was the most important constraint because it changes

continuously.

However, the limitation has been judiciously counter balanced as far as practicable.

The research of this type cannot be absolutely fixed in a perpetual framework of time but

in spite of some inherent limitations, think that the very report may be useful for the

particular organization.

CHAPTER-3
DATA ANALYSIS & INTERPRETATION

Q.1. Are you customer of Nokia Cell phones?

(a) Yes (b) No

Particulars No. of respondents Percentage (%)

Yes 70 70

No 30 30
80

70

60

50

40

30

20

10

0
Yes No

Data Analysis- It is found that 70% respondents are user of Nokia Cell phone where as

30% respondents are user of other cell phone or not using any cell phone.

Interpretation- Most of the respondents are user of Nokia Cell phone but many

respondents are not using Nokia cell phone.


Q.2. Which type of Nokia Cell phone do you use?

(a) Simple (b) Stylish (c) Multimedia (d) Colored

Particulars No. of respondents Percentage (%)

Simple 10 15

Stylish 15 21

Multimedia 30 43

Colored 15 21
50

45

40

35

30

25

20

15

10

0
Simple Stylish Multimedia Colored

Data Analysis- It is found that 15% respondents use simple set of Nokia Cell phone,
21% respondents using stylish set of Nokia Cell phone, 43% respondents using multimedia

set of Nokia Cell phone & 21% respondents using coloured set of Nokia Cell phone.

Interpretation- Most of the respondents are user of coloured set of Nokia Cell phone
than simple, stylish & multimedia set of Nokia cell phone.
Q.3. Is Nokia more focused on advertisement?

(a) Yes (b) No

Particulars No. of respondents Percentage (%)

Yes 50 71

No 20 29
80

70

60

50

40

30

20

10

0
Yes No

Data Analysis- It is found that 71% respondents are in favour that Nokia more focused

on advertisement than other cell phone but 29% respondents are not in favour that Nokia

more focused on advertisement than other cell phone.

Interpretation- After analysis I interpreted that most respondents are in favour that

Nokia more focused on advertisement than other cell phone.


Q.4. From which source you get information about Nokia Cell phones?

(a) Electronic media (b) Print media (c) Friends & Relatives (d) Self

Particulars No. of respondents Percentage (%)

Electronic media 30 43

Print media 20 29

Friends & Relatives 15 21

Self 05 7
50
45
40
35
30
25
20
15
10
5
0
Electronic Print media Friends & Self
media Relatives

Data Analysis- It is found that 43% respondents said that electronic media is the major
source of getting information about Nokia Cell phone, 29% respondents said that print media

is the major source of getting information about Nokia Cell phone, 21% respondents said that

friends & relatives are the major source of getting information about Nokia Cell phone & 7%

respondents are self aware about Nokia Cell phone.

Interpretation- Average respondents said that electronic media is the major source of
getting information about Nokia Cell phone. Print media is second major source of getting
information about Nokia Cell phone. Equal no. of respondents are self aware or get

information from friends.

Q.5. How is the availability of Nokia cell phones?

(a) Excellence (b) Good (c) Poor (d) Very poor

Particulars No. of respondents Percentage (%)

Excellence 20 29

Good 30 43

Poor 15 21

Very poor 05 7
50

45

40

35

30

25

20

15

10

0
Excellence Good Poor Very poor

Data Analysis- It is found that 29% respondents are highly satisfied with the

availability of Nokia Cell phone, 43% respondents are satisfied with the availability of Nokia

Cell phone, 21% respondents are not satisfied with the availability of Nokia Cell phone & 7%

respondents are dissatisfied with the availability of Nokia Cell phone.

Interpretation- Maximum Number of respondents said that the availability of Nokia

Cell phone is good but average no. people said that the availability of Nokia cell phone is

excellence. A very less amount of people said that the availability of Nokia Cell phone is
poor & very few respondents said that the availability of Nokia Cell phone is very poor in

Ghazipur.

Q.6. What factors influenced you to purchase Nokia Cell phones?

(a) Different range of prices (b) Influenced by friends (c) Quality (d) Prior experience

Particulars No. of respondents Percentage (%)

Different range of prices 25 36

Influenced by friends 10 14

Quality 30 43

Prior experience 05 7
50
45
40
35
30
25
20
15
10
5
0
Different Influenced by Quality Prior
range of friends experience
prices

Data Analysis- It is found that 36% respondents are influenced to purchase Nokia Cell

phone due to different range of prices, 14% respondents are influenced to purchase Nokia

Cell phone due to friends, 43% respondents are influenced to purchase Nokia Cell phone due

to its quality & 7% respondents are influenced to purchase Nokia Cell phone due to their

prior experience.

Interpretation- In my survey it is found that most respondents are influenced to

purchase Nokia Cell phone due to its quality. Some are influenced due to its quality, some are

influenced due to their friends & very few respondents are influenced to purchase Nokia Cell

phone due to their prior experience.


Q.7. Are you satisfied with services of Nokia Cell phones?

(a) Strongly satisfied (b) Satisfied (c) Dissatisfied (d) Strongly Dissatisfied

Particulars No. of respondents Percentage (%)

Strongly satisfied 15 21

Satisfied 40 57

Dissatisfied 12 17

Strongly Dissatisfied 03 5
60

50

40

30

20

10

0
Strongly Satisfied Dissatisfied Strongly
satisfied Dissatisfied

Data Analysis- It is found that 21% respondents are highly satisfied with the service
provided by Nokia Company, 57% respondents are satisfied with the service provided by

Nokia Company, 17% respondents are dissatisfied with the service provided by Nokia

Company, 5% respondents are highly dissatisfied with the service provided by Nokia

Company.

Interpretation- In my observation I found that most respondents are highly satisfied


with the service provided by Nokia Company while some respondents are satisfied with the

service provided by Nokia Company. Some are dissatisfied with the service provided by
Nokia Company & some respondents are highly dissatisfied with the service provided by

Nokia Company.

Q.8. How is the promotional scheme of Nokia cell phone?

(a) Excellence (b) Good (c) Poor (d) Very poor

Particulars No. of respondents Percentage (%)

Excellence 15 21

Good 35 50

Poor 12 17

Very poor 08 12
60

50

40

30

20

10

0
Excellence Good Poor Very poor

Data Analysis- It is found that 21% respondents said that the promotional scheme of
Nokia is excellence, 50% respondents said that the promotional scheme of Nokia is good,

17% respondents said that the promotional scheme of Nokia is poor & 12% respondents said

that the promotional scheme of Nokia is very poor.

Interpretation- Most of the respondents said that the promotional scheme of Nokia is
good while many respondents said that the promotional scheme of Nokia is excellence. Some
respondents said that the promotional scheme of Nokia is poor & few respondents said that

the promotional scheme of Nokia is very poor.

Q.9. Is Nokia provide better complain handling services?

(a) Yes (b) No

Particulars No. of respondents Percentage (%)

Yes 55 79

No 15 21
90

80

70

60

50

40

30

20

10

0
Yes No

Data Analysis- It is found that 79% respondents are in favour that Nokia provide better

complain handling services & 21% respondents are not in favour that Nokia provide better

complain handling services.

Interpretation- In my survey I interpreted that respondents are in favour that Nokia

provide better complain handling services but some respondents are not in favour that Nokia

provide better complain handling services.


Q.10. Does Nokia uses the upgraded technology to meet your requirement?

(a) Yes (b) No

Particulars No. of respondents Percentage (%)

Yes 45 62

No 25 38
70

60

50

40

30

20

10

0
Yes No

Data Analysis- It is found that 62% respondents are in favour that Nokia use the

upgraded technology to meet our requirement & 38% respondents are not in favour that

Nokia use the upgraded technology to meet our requirement.


Interpretation- Most of the respondents are not in favour that Nokia use the upgraded

technology to meet our requirement but many respondents are in favour that Nokia use the

upgraded technology to meet our requirement.

Q.11. Are you satisfied with prices of Nokia Cell phones?

(a) Strongly satisfied (b) Satisfied (c) Dissatisfied (d) Strongly Dissatisfied

Particulars No. of respondents Percentage (%)

Strongly satisfied 18 26

Satisfied 35 50
Dissatisfied 10 14

Strongly Dissatisfied 07 10

60

50

40

30

20

10

0
Strongly Satisfied Dissatisfied Strongly
satisfied Dissatisfied

Data Analysis- It is found that 26% respondents are highly satisfied with the prices of
Nokia Cell phone, 50% respondents are satisfied with the prices of Nokia Cell phone, 14%

respondents are dissatisfied with the prices of Nokia Cell phone and 10% respondents are

highly dissatisfied with the prices of Nokia Cell phone.


Interpretation- Most respondents are satisfied with the prices of Nokia Cell phone but
some respondents are highly satisfied with the prices of Nokia Cell phone. Equal no. of

respondents are dissatisfied & highly dissatisfied with the prices of Nokia cell phone.

Q.12. Is your cell phone has some special features than other cell phones?

(a) Yes (b) No

Particulars No. of respondents Percentage (%)

Yes 43 61
No 27 39

70

60

50

40

30

20

10

0
Yes No

Data Analysis- It is found that 61% respondents are in favour that Nokia cell phone has
some special features than other cell phones but 39% respondents are not in favour that Nokia

cell phone has some special features than other cell phones.
Interpretation- After doing analysis I interpreted that most respondents are in favour

that Nokia cell phone has some special features than other cell phones but some respondents

are not in favour that Nokia cell phone has some special features than other cell phones.

Q.13. Please give your opinion towards Nokia Cell phones?

Most of the respondents suggest that dual SIM Nokia Cell phone must be launched in

the market.
CHAPTER-4

FINDING & RECOMMENDATION

FINDING-

1. It is found that 70% respondents are user of Nokia Cell phone where as 30%

respondents are user of other cell phone or not using any cell phone.
2. It is found that 15% respondents use simple set of Nokia Cell phone, 21% respondents

using stylish set of Nokia Cell phone, 43% respondents using multimedia set of

Nokia Cell phone & 21% respondents using coloured set of Nokia Cell phone.

3. It is found that 71% respondents are in favour that Nokia more focused on

advertisement than other cell phone but 29% respondents are not in favour that Nokia

more focused on advertisement than other cell phone.

4. It is found that 43% respondents said that electronic media is the major source of

getting information about Nokia Cell phone, 29% respondents said that print media is

the major source of getting information about Nokia Cell phone, 21% respondents

said that friends & relatives are the major source of getting information about Nokia

Cell phone & 7% respondents are self aware about Nokia Cell phone.

5. It is found that 29% respondents are highly satisfied with the availability of Nokia

Cell phone, 43% respondents are satisfied with the availability of Nokia Cell phone,

21% respondents are not satisfied with the availability of Nokia Cell phone & 7%

respondents are dissatisfied with the availability of Nokia Cell phone.

6. It is found that 36% respondents are influenced to purchase Nokia Cell phone due to

different range of prices, 14% respondents are influenced to purchase Nokia Cell

phone due to friends, 43% respondents are influenced to purchase Nokia Cell phone

due to its quality & 7% respondents are influenced to purchase Nokia Cell phone due

to their prior experience.

7. It is found that 21% respondents are highly satisfied with the service provided by

Nokia Company, 57% respondents are satisfied with the service provided by Nokia

Company, 17% respondents are dissatisfied with the service provided by Nokia
Company, 5% respondents are highly dissatisfied with the service provided by Nokia

Company.

8. It is found that 21% respondents said that the promotional scheme of Nokia is

excellence, 50% respondents said that the promotional scheme of Nokia is good, 17%

respondents said that the promotional scheme of Nokia is poor & 12% respondents

said that the promotional scheme of Nokia is very poor.

9. It is found that 79% respondents are in favour that Nokia provide better complain

handling services & 21% respondents are not in favour that Nokia provide better

complain handling services.

10. It is found that 62% respondents are in favour that Nokia use the upgraded technology

to meet our requirement & 38% respondents are not in favour that Nokia use the

upgraded technology to meet our requirement.

11. It is found that 26% respondents are highly satisfied with the prices of Nokia Cell

phone, 50% respondents are satisfied with the prices of Nokia Cell phone, 14%

respondents are dissatisfied with the prices of Nokia Cell phone and 10% respondents

are highly dissatisfied with the prices of Nokia Cell phone.

12. It is found that 61% respondents are in favour that Nokia cell phone has some special

features than other cell phones but 39% respondents are not in favour that Nokia cell

phone has some special features than other cell phones.


RECOMMENDATION-

The Brand image of Nokia Cell phone is good in market but according to customer

satisfaction the companies have to provide the better service and also change the Market

strategy. As a management student I want to give some suggestion:-

1. Company should increase numbers of branches for accessibility of customers.


2. Company will have to focus on the educated and professional customer for better

awareness for their services.

3. Cellular services have to increase its complain handling services..

4. There should be focus on advertisements through T.V. or other Print Media.

5. Better service must be provided to the customers.

6. Company should have to reduce their service charge and also reduce their annual

maintenance fee.
CHAPTER-

Conclusion & Limitation


CONCLUSION-

From the above study it can be concluded that Nokia is performing well in the

existing market condition in the area of Ghazipur, but the market of Ghazipur is highly

competitive and there is a scope of huge improvement with the changing scenario and

marketing condition of less developed area of Ghazipur, so there is an extensive need of

improving company image and better utilization of resources to utilize the market potential.

The results of current time are satisfactory but the company should try to attract more

customers towards the company.

From above analysis and survey we can conclude as follows:

• Most of the respondents are user of Nokia Cell phone but many respondents are not

using Nokia cell phone.

• Most of the respondents are user of coloured set of Nokia Cell phone than simple,

stylish & multimedia set of Nokia cell phone.

• After analysis I interpreted that most respondents are in favour that Nokia more

focused on advertisement than other cell phone.

• Average respondents said that electronic media is the major source of getting

information about Nokia Cell phone. Print media is second major source of getting

information about Nokia Cell phone. Equal no. of respondents are self aware or get

information from friends.

• Maximum Number of respondents said that the availability of Nokia Cell phone is

good but average no. people said that the availability of Nokia cell phone is

excellence. A very less amount of people said that the availability of Nokia Cell
phone is poor & very few respondents said that the availability of Nokia Cell phone is

very poor.

• In my survey it is found that most respondents are influenced to purchase Nokia Cell

phone due to its quality. Some are influenced due to its quality, some are influenced

due to their friends & very few respondents are influenced to purchase Nokia Cell

phone due to their prior experience.

• In my observation I found that most respondents are highly satisfied with the service

provided by Nokia Company while some respondents are satisfied with the service

provided by Nokia Company. Some are dissatisfied with the service provided by

Nokia Company & some respondents are highly dissatisfied with the service provided

by Nokia Company.

• Most of the respondents said that the promotional scheme of Nokia is good while

many respondents said that the promotional scheme of Nokia is excellence. Some

respondents said that the promotional scheme of Nokia is poor & few respondents

said that the promotional scheme of Nokia is very poor.

• In my survey I interpreted that respondents are in favour that Nokia provide better

complain handling services but some respondents are not in favour that Nokia provide

better complain handling services.

• Most of the respondents are not in favour that Nokia use the upgraded technology to

meet our requirement but many respondents are in favour that Nokia use the upgraded

technology to meet our requirement.


• Most respondents are satisfied with the prices of Nokia Cell phone but some

respondents are highly satisfied with the prices of Nokia Cell phone. Equal no. of

respondents are dissatisfied & highly dissatisfied with the prices of Nokia cell phone.

• After doing analysis I interpreted that most respondents are in favour that Nokia cell

phone has some special features than other cell phones but some respondents are not

in favour that Nokia cell phone has some special features than other cell phones.

• Most of the respondents suggest that dual SIM Nokia Cell phone must be launched in

the market.
LIMITATION-

While conducting the survey in Ghazipur there were various limitations because of

which the result cannot be declared correct by 100%. Some of these limitations are as follow:

• People are reluctant toward the survey and take it as a waste of time.

• Taking appointments was very tough as people were not ready by give their time for a

survey.

• Gold callings were not entertained every where and thus we were not able to meet all

the classification of consumer.

• Because of the temporary fluctuation in the market it was a taught time looking to the

people regarding continue use of cellular services.

• People were reluctant toward the services of cellular services that they always comes

with low price but always charge some service tax.

• Sometime the customer did not give right information about himself.

• Sometime the gap of communication was come in between the interaction.

• Some respondents were reluctant to divulge personal information which can affect the

validity of all responses.


CHAPTER-6
ANNEXURE
&
BIBLIOGRAPHY
QUESTIONNAIRE-
Dear respondent,

My self Om sharan Dwivedi, pursuing BBA from TERI P.G. College,

Ghazipur. For completion of my survey report, I seek your responses & kind cooperation. I

promise you that your response should be confidential to me and kept for academic record.

Thank You

Om Sharan Dwivedi

BBA 6th sem.

Roll No. 950537

TERI P.G. College, Ghazipur

Name:

Age:

Address:

Mobile No.: Signature:

e-mail ID: Date:


Q.1. Are you customer of Nokia Cell phones?

(a) Yes (b) No

Q.2. Which type of Nokia Cell phone do you use?

(a) Simple (b) Stylish (c) Multimedia (d) Coloured

Q.3. Is Nokia more focused on advertisement?

(a) Yes (b) No

Q.4. From which source you get information about Nokia Cell phones?

(a) Electronic media (b) Print media (c) Friends & Relatives (d) Self

Q.5. How is the availability of Nokia Cell phones?

(a) Excellence (b) Good (c) Poor (d) Very poor

Q.6. What factors influenced you to purchase Nokia Cell phones?


(b) Different range of prices (b) Influenced by friends (c) Quality (d) Prior experience

Q.7. Are you satisfied with services of Nokia Cell phones?

(a) Strongly satisfied (b) Satisfied (c) Dissatisfied (d) Strongly Dissatisfied

Q.8. How is the promotional scheme of Nokia cell phones?

(a) Excellence (b) Good (c) Poor (d) Very poor

Q.9. Is Nokia provide better complain handling services?

(a) Yes (b) No

Q.10. Does Nokia use the upgraded technology to meet your requirement?

(a) Yes (b) No

Q.11. Are you satisfied with prices of Nokia Cell phones?

(a) Strongly satisfied (b) Satisfied (c) Dissatisfied (d) Strongly Dissatisfied

Q.12. Is your cell phone has some special features than other cell phones?

(a) Yes (b) No


Q.13. Please give your opinion towards Nokia Cell phones?

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BIBLIOGRAPHY:

BOOKS:

AUTHOR’S NAME TITLE

Zikmund G William Business Research Methodology

C R Kothari Research Methodology

O R Krishna Swami Research Methodology

WEB ADDRESS:

www.bsnl.ac.in

www.tataindicom.ac.in

www.google.com

www.yahoo.com

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