Professional Documents
Culture Documents
Ghazipur city”
Submitted to
2010
Submitted to
2010
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
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.
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
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.
I:-Preface
II:-Acknowledgement
CHAPTER–1:
Introduction
Objectives
Importance 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
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
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
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
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,
The chapter third of this project, data analysis and interpretation includes a clear cut
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
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
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
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.
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
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
If words are considered to be signs of gratitude then let these words convey the very
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
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
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
Brazil; and , China; England; , Hungary; , India; , Mexico; , Romania and , South
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
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
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
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
Toward the end of the , Mechelin's wishes to expand into the business were at first thwarted
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
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,
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
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
Eventually, the company decided to leave consumer electronics behind in the 1990s and
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
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
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
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
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).
The Mobira Cityman 150, Nokia's mobile phone from 1989 (left), compared to from
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
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
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
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
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
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,
Recent history:
Milestones and releases:
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
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
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
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
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.
Japan. Following early December, distribution of is cancelled, both from and. Nokia Japan
retains global research & development programs, sourcing business, and an venture
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
signed a definitive agreement for Nokia to acquire Intellisync. Nokia completed the
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
In July 2007, Nokia acquired all assets of , the comprehensive media sharing solution for
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
owned mobile software company which employs 14 people in Hamburg, Germany. The
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
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:
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
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
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
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
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
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
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
Nokia Siemens Networks (previously Nokia Networks) provides wireless and wired network
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
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
Online services:
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
Ovi:
Announced on August 29, 2007, is the name for Nokia's "umbrella concept" Internet
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
My Nokia:
Nokia offers a free personalised service to its subscribers called My Nokia (located at
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
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
Nokia Messaging:
On August 13, 2008, Nokia launched a beta release of "Nokia Email service", a new
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.
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
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
Lex Nokia
In 2009, Nokia heavily supported the passing of a law in that allows companies to monitor
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-
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
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
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
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
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
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
Objective:
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
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.
RESEARCH METHODOLOGY
RESEARCH
and information on a specific topic. Research is useful and Research objective can be
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
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
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.
which helps the producer in maximization of net profit by producing such products
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 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
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:
Analysis of data
Hypothesis testing
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
Exploratory Research
Conducive Research
1- Exploratory Research
2- Conclusion Research
• Descriptive Research
• Experimental Research.
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
In many marketing research projects, making a census study of the entire Universe will be
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
Choosing the media (How to reach respondents in the sample-through mail interview,
Research Design has been classified into four subsections. They are:
2. Sampling procedure;
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
Sampling Procedure
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 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
of units from the population based on their easy availability and accessibility to the researcher
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.
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
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
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
2. Lack of funds was the major obstruction to limit my survey to a small sample of
respondents.
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
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
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?
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
Interpretation- After analysis I interpreted that most respondents are in favour that
(a) Electronic media (b) Print media (c) Friends & Relatives (d) Self
Electronic media 30 43
Print media 20 29
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%
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
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%
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.
(a) Different range of prices (b) Influenced by friends (c) Quality (d) Prior experience
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.
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
(a) Strongly satisfied (b) Satisfied (c) Dissatisfied (d) Strongly Dissatisfied
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.
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.
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
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
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
provide better complain handling services but some respondents are not in favour that Nokia
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
technology to meet our requirement but many respondents are in favour that Nokia use the
(a) Strongly satisfied (b) Satisfied (c) Dissatisfied (d) Strongly Dissatisfied
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
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?
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.
Most of the respondents suggest that dual SIM Nokia Cell phone must be launched in
the market.
CHAPTER-4
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
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%
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
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
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
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
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
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
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
6. Company should have to reduce their service charge and also reduce their annual
maintenance fee.
CHAPTER-
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
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
• Most of the respondents are user of Nokia Cell phone but many respondents are not
• Most of the respondents are user of coloured set of Nokia Cell phone than simple,
• After analysis I interpreted that most respondents are in favour that Nokia more
• 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
• 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
• 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
• 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
• 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
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
• Because of the temporary fluctuation in the market it was a taught time looking to the
• People were reluctant toward the services of cellular services that they always comes
• Sometime the customer did not give right information about himself.
• Some respondents were reluctant to divulge personal information which can affect the
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
Name:
Age:
Address:
Q.4. From which source you get information about Nokia Cell phones?
(a) Electronic media (b) Print media (c) Friends & Relatives (d) Self
(a) Strongly satisfied (b) Satisfied (c) Dissatisfied (d) Strongly Dissatisfied
Q.10. Does Nokia use the upgraded technology to meet your requirement?
(a) Strongly satisfied (b) Satisfied (c) Dissatisfied (d) Strongly Dissatisfied
Q.12. Is your cell phone has some special features than other cell phones?
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BIBLIOGRAPHY:
BOOKS:
WEB ADDRESS:
www.bsnl.ac.in
www.tataindicom.ac.in
www.google.com
www.yahoo.com