A PROJECT REPORT On Consumer Awareness And Satisfaction Towards Samsung

Submitted to: Ujjal sandhu (Lect. Dept of Management)

Submitted by:

Prem Kumar

Masters of Business Administration (2nd semester)

DR. I.T. GROUP OF INSTITUTES Chandigarh-Patiala Highway, Jalalpur (Banur), Near Chandigarh Affiliated to Punjab Technical University, Jalandhar. 2010-20

CERTIFICATE

Certified that this project report Consumer Awareness And Satisfaction Towards Samsung. is the original work, Prem Kumar., who carried out the project work under my supervision as a part of Assignment of Research Methodology.

_______________________ Ms. Ujjal sandhu (Lect. Dept of Management)

DECLARATION

We hereby declare that the project entitled Consumer Awareness And Satisfaction Towards Samsung submitted for the Assignment of Research Methodology is our original work and the project has not formed the basis for the award of any degree, associateship, fellowship or any other similar titles.

Signature of the Student: _____________________ Prem Kumar

Place: Date:

ACKNOWLEDGEMENT Heartfelt thanks to the following people.

A Few typewritten words of thanks can-not really express the sincerity of my gratitude. But I am still trying to put into words my gratefulness towards all who have helped & encouraged me in carrying out this project.

I would like to thank Prof.P P ARYA (Director, DR.IT.) to give me guidelines and my worthy thanks to my teacher Ms. Ujjal sandhu (Lect. Dept of Management) for their valuable contribution during the academic session and guidance in preparation of this project report. Finally, yet importantly, I would like to express my heartfelt thanks to my beloved parents for their blessings, my friends/classmates for their help and wishes for the successful completion of this project.

Name of Students, Prem Kumar

Table of Content

Chapter 1 2 3 4 5 6 7 8 9 10 11
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Topic CERTIFICATE DECLARATION ACKNOWLEDGEMENT TABLE OF CONTANT LIST OF TABLE Chapter 1 Introduction Chapter 2 Literature Review Chapter 3 Research Methodology Chapter 4 Result and discussions Chapter 5 Finding and Conclusion Reference
QUESTIONNAIRE

Page Num. 2 3 4 5 6 7 12 13 16 25 25
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Appendix

27-28

List of Table

Chapter 4.1 4.2 4.3 4.4 4.5 Profession

Topic

Page Num. 15 16 17 18

Do you have a mobile phone Have you ever heard about samsung which companies cell phone are you using In which industry the brand name Samsung is involve.

19 20 21 22 23 24

4.6 4.7 4.8 4.9 4.10

what is tagline of Samsung what makes you to buy Samsung You prefer Samsung because of will you recommend Samsung to other acording to you which is close competitor of Samsung

CHAPTER - 1 INTRODUCTION

Consumer
A consumer is an individual who purchase or has the capacity to purchasegoods and services offered for sale by marketing institutions in order to satisfy personal or household needs,wants or desires. According to a statement made by Mahatma Gandhi, consumer refers to the following, A consumer is the most important visitor on our premises. He isnot dependent on us. We are dependent on him. He is not an outsider to our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so So consumer is like the blood of our business and also a s a t i s f i e d customer is a word of mouth advertisement of a product / services

Customer satisfaction:
Satisfaction is the persons feelings of pleasure or disappointment resulting from comparing a products perceived in relation to his or her expectations. In general, if performance of the products matches the expectations, the customer is said to be satisfied. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectations. In a competitive marketplace where business complete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. If performance exceeds expectations, the customer is said to be highly satisfied or delighted. If the performance falls short of expectations, the customer is said to be dissatisfied.

 INDUSTRY PROFILE In 1977 Samsung Electronics launched the Telecommunication Network , and in 1983 it initiated its mobile telecommunications business with the hope that this would become the company's future growth engine. In 1986, Samsung was able to release its first built-in car phone, the SC-100, but it was a failure due to the poor quality. In spite of unsuccessful result Ki Tae Lee, the then-head of the Wireless Development Team, decided to stay in the mobile business. He asked the company to buy ten Motorola mobile phones for benchmarking. After 2 years of R&D Samsung developed its first mobile phone (or "hand phone" in Korea), the SH-100 in 1988. It was the first mobile phone to be designed and manufactured in Korea. But the perception of mobile devices was very low and although Samsung introduced new models every year, each model sold only one or two thousand units. Samsung Telecommunications is one of five business units within Samsung Electronics belonging to the Samsung Group, and consists of the Mobile Communications Division, Telecommunication Systems Division, Computer Division, MP3 Business Team, Mobile Solution Centre and Telecommunication R&D Centre. Telecommunication Business produces a full spectrum of products from mobiles and other mobile devices such as MP3 players and laptop computers to telecommunication network infrastructure. Headquarters is located in Suwon South Korea In 2007 Samsung Telecommunication Business reported over 40% growth and became the second largest mobile device manufacturer in the world. Its market share was 14% in Q4 2007, growing up form 11.3% in Q4 2006. At the end of November 2011, Samsung sold more than 300 million mobile devices and set still in second

SAMSUNG In India

Samsung Electronics commenced its operations in India in December 1995 and is today a leading provider of Consumer Electronics , IT and Telecom products in the Indian market. Samsung India is the Regional Headquarters for Samsungs South West Asia operations, which provides employment to over 8,000 employees with around 6,000 employees being involved in R&D. In 2010, Samsung India achieved a sales turnover of US$3.5 billion.

Samsung began operations in India through its manufacturing complex located at Noida (UP), which today houses facilities for Colour Televisions (including 3D, LED and LCD Televisions), Mobile Phones, Refrigerators, Washing Machines and Split Air Conditioners categories. Samsung Electronics commenced its operations in India in December 1995 and is today a leading provider of Consumer Electronics , IT and Telecom products in the Indian market. Samsung India is the Regional Headquarters for Samsungs South West Asia operations, which provides employment to over 8,000 employees with around 6,000 employees being involved in R&D. In 2010, Samsung India achieved a sales turnover of US$3.5 billion.

Samsung began operations in India through its manufacturing complex located at Noida (UP), which today houses facilities for Colour Televisions (including 3D, LED and LCD Televisions), Mobile Phones, Refrigerators, Washing Machines and Split Air Conditioners categories. Samsung commenced operations of its second stateof-the-art manufacturing complex at Sriperumbudur, Tamil Nadu in November 2007. Today, the Sriperumbudur facility manufactures Colour televisions, Fully Automatic Front Loading

Washing Machines, Refrigerators and Split Air Conditioners. Samsung India has two R&D Centres in India at Delhi and Bangalore .While the Delhi R&D Centre develops software solutions for hi-end televisions such as Plasma TVs, LCD TVs and Digital Media Products, the Bangalore R&D Centre works on major projects for Samsung Electronics in the area of telecom, wireless terminals and infrastructure, Networking, SoC (System on Chip) Digital Printing and other multimedia/digital media as well as application software.

Samsung India is a market leader in product categories like LED TVs, LCD TVs, Slim TVs and Side by Side Refrigerators. While it is the second largest mobile handset brand in India, it leads in the smart phone segment in India.

Samsung India has won several awards and recognitions for both its corporate initiatives as well as its product innovations in audio visual, home appliance, IT and telecom product categories.

Apart from development of innovative technology, Samsung places great importance on acting as a responsible corporate citizen in the communities where it operates. Its CSR programs respond to the social and environmental needs and seek to give back to communities that support the company. In 2009, Samsung launched the companys Corporate Social Responsibility initiative Samsung Hope Project with projects in the areas of education, culture, sports, social welfare and community development. Each program under the Hope Project uniquely addresses the needs of individual communities while emphasizing on innovations for development of the community including education, technology, engineering and IT technical training.

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Consumer research is the systematic collection and analysis of consumer information for the purpose of important decision making for marketing. Consumer research plays an important role in marketing process, helps in consumer measurement, market potential, sales forecast, each element like product mix, distribution mix, price, effectiveness of an advertisement campaign, consumer acceptance of a product. Infiercely competitive situation, it is extremely critical for and organization to monitor the customer relationship on a regular basis.

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CHAPTER 2 LITERATURE REVIEWS

This chapter contain the review of literature releted to SAMSUNG handsets and customers satisfaction and awareness towards it. There are various studies which have already been conducted on the customers satisfaction towards Raymond SAMSUNG handsets . the review studies focused on the SAMSUNG brands quality, brands perception and thinking of people towards it.

1 Marks (2006) found that inspite of increasing competition in the mobile phone sectors the SAMSUNG is still a brands that leads the market intems of customers satisfaction level. In this study is also found that the customers using SAMSUNG handsets were more satisfied with its features from the customers using handsets of other companies. 2 Martensen (2008) found that the Indian customers are having a hight level of awareness when it comes to SAMSUNG. The customers are awar about the taglines of the company and most the customers also identify the logo of the company while the customers of other companies were not aware about their company and the customers were also satisfied with SAMSUNG handsets.

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CHAPTER 3

RESEARCH METHOLOGY The research methodology section contains the objectives of the study, sources of data, research design, tool for data collection and sampling techniques.

Objectives of the study

1 .To identify the customers awareness level towards SAMSUNG handsets. 2 .To indetify the customers satisfaction level towards SAMSUNG handsets. 3 .To identify the different criteria considered by the customers while buying SAMSUNG handsets. 4 .To identify customers perception towards SAMSUNG as a brand. Sample size Our sample was 50 respondents. Sources of data The study used primary and secondary data. Primary data:The primary data was collection from the respondents from dr. it groups of institutes using questionnaire. Secondary data:The secondary data was collected from internet, books and magazines.

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Research design:A descriptive research has been conducted to study consumer awareness and satisfication towards SAMSUNG because it has gathered the data that described events and then organized, tabulated, depicted and described the data obtained from consumers of SAMSUNG and other brands. We used descriptive statistics to describe the basic features of data of our study. They provided us simple summaries about the sample and the measures of our study. Descriptive statistics helped us to simplify large amounts of data in a sensible way.

Sampling techniques:The sampling techniques used to collect data is convenience sampling. For this study, 50 respondents have been taken as a sample ana data is collected from them. One of the most common examples of convenience sampling is using student volunteers as subjects for the research. We use it when we are unble to access a wider population, for example due to time or cost constraints.

Tool of data collection:The data has been collected through questionnaires using graphical techniques of SPSS

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CHAPTER 4 Results & Discussion Table4.1: Profession?

Option Student Business Working Other

Response 20 10 8 2

Percentage 50% 25% 20% 5%

Interpretation:From the above table we conclude that 50% of respondents are students ,25% of respondents are business , 20% of respondents are working and remaining 5% are working.

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TABLE 4.2: Do you have a mobile phone?

Option Yes No

Response 39 1

Percentage 97.5% 2.5%

Interpretation:-

From the above table we conclude that 97.5%% of respondents have mobile and remaining 2.5% have not mobile.

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TABLE 4.3: Have you ever heard about samsung?

Option Yes No

Response 40 0

Percentage 100% 0%

Interpretation:From the above table we conclude that 100%% of respondents are heard about Samsung mobile and remaining 0% are not heare of it.

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TABLE 4.4:which companies cell phone are you using?

Option Nokia LG Samsung Motorola Other

Response 15 6 13 4 2

Percentage 37.5% 15% 32.5% 10% 5%

Interpretation:-

From the above table we conclude that 37.5%% of respondents are using nokia phone , 15% are using lg mobile, 32.5% are using Samsung mobile, 10% are using Motorola mobile and 5% are using others mobile

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TABLE 4.5: In which industry the brand name Samsung is involve.? Option Automobile Sports Peteroleum Telecommunication Response 2 0 0 38 Percentage 5% 0% 0% 95%

Interpretation:-

From the above table we conclude that 5% of respondents were that Samsung in automobile and 95% of respodents were that Samsung mobile in telecommunication.

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TABLE 4.6: what is tagline of samsung?

Option I am the next What the next Stay connect Other

Response 30 6 4 O

Percentage 75% 15% 10% 0%

Interpretation:-

From the above table we conclude that 75% of respondents aware about the tagline of Samsung mobile

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TABLE 4.7: what makes you to buy samsung?

Option Advertisement On choice Friedns opinion Other

Response 30 6 5 3

Percentage 60% 12% 10% 6%

Interpretation:-

From the above table we conclude that 60% of respondents buy nokia by seeing advertisement , 12% influenced by on choice , 10% through their friends opinion and 6% because of other factors

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TABLE 4.8:You prefer Samsung because of ?

Option Feature Price Brand name Service Other

Response 6 3 20 10 1

Percentage 15% 7.5% 50% 25% 2.5%

Interpretation:From the above table we conclude that 15% of respondents prefer Samsung because of its feature, 7.5% because of its price, 50% because of its brand name, 25% because of its service and 2.5% because of other factor

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TABLE 4.9 will you recommend Samsung to ohter ?

Option Yes No

Response 35 5

Percentage 87% 13%

Interpretation:- in the graph 87% respondes recommend Samsung is favor and 13% is not favor in Samsung.

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TABLE 4.10 acording to you which is close competitor of samsung ?

Option Nokia Motorola LG Spice

Response 30 7 3 0

Percentage 75% 18% 7% 0%

Interpretation:IN graph 75% compitotrs are nokia than the Samsung.

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FINIDINGS:1. Among the total of 40 respondents qwsin them 39 having mobile phon. 2. From the study undertaken majority of the respondents 100% were aware about Samsung. 3. Among the respondents 32.5% were using Samsung mobile phones. 4. Among the respondents 60% people buy Samsung because of their advertisement. 5. Among the respondents 50%people prefer Samsung because of its brands name

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CONCLUSION

We came to the conclusion that most of the customer of Samsung mobile were aware and satisfied with Samsung mobile car. Most of the respondent trust Samsung mobile as a brand and in future will recommend Samsung mobile to others also. In spite of having competition in the automobile industry Samsung mobile still stand above all and it has been able to maintain satisfaction level in its customers which in turns attracts others new customers also

REFERENCES

1. http://www.samsung .com 2. https://www.scribd.com

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QUESTIONNAIRE TOWARDS SAMSUNG NAME:ADRESS:-

Q.1. Do you use mobial phone ? 1. yes 2. No

Q.2 Have you ever heard about Samsung ? 1. yes 2. No

Q.3 Which companies cell phone are you using ? 1. Samsung 2. Nokia 3. LG 4. Motorola

Q.4. In which industry the brand name Samsung is involved ? 1. Automobile 2. Peteroleum 3. Sports 4. Telecommunication

Q.5 what is the tagline of Samsung ? 1. I am the next 2. What the next 3.stay connect Q.6 What makes you to buy Samsung ? 1. Advertisment 2. Friend opinion 3. Own choice 4. Other 4. Other

Q.7 you prefer Samsung because of 1. Feature 2. Brand name 3. Price 4. Services 5. Other

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APENDIX Data view

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VARIABLE VIEW

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