CHAPTER - I

INTRODUCTION
Communication plays a key role in day to day life. In ancient times people used
pigeon, swan, eagle, horse, etc. for sending message to others. In the 18th century, people
used first mail coach to send the information. This method took a large number of days to
deliver the message. Later the revolution in the science and technology had developed to
a great etent. The technological developments in the field of telecommunication have
reached a new height in recent times. These developments are aimed to provide the
customers with new services to meet various re!uirements based on their utili"ation for
their benefit.
The most modern technologies are #lobal $ystem for %obile Communication
&#$%', Code (ivision %ultiple )ccess &C(%)', and *oice over Internet +rotocol
&*,I+', (irect Internet )ccess $ervice &(I)$', %anaged Leased Line -etwork
&%LL-', %ultiprotocol Label $witching . *irtual +ath -etwork &%+L$/*+-', etc.
These technologies had given many !ualities of communication namely best !uality,
speed, clarity, low tariff, etc. )fter this revolution the communication tools had been
improved to mail coach, telegram, telemeter, tele and telephone. India has advanced in
communication technology. This system is connected with satellites and provides much
number of online services, namely cellular phoneme/mail services, voicemail services,
Internet facilities, etc...
%obile phones today have moved beyond their fundamental role of
communications and have graduated to become an etension of the persona of the user.
Customers are witnessing an era when users buy mobile phones not 0ust to be in touch,
but to epress themselves, their attitude, feelings and interests. Customers continuously
want more facilities from their phone. I1)C$T . International 2ournal of Commerce,
3usiness and %anagement &I2C3%', $)%$4-#, -okia, $amsung, L#, *ideocon,
)pple, %T$, 1eliance, %icro ma, # five, $ony, and some local manufacture offers in
#$% technology. These systems/operated satellites serve the subscribers to receive clear
information, receive photography, money transfer, anywhere banking, etc. Today most of
business men, professionals and others get more utilities through the mobile
communication system.
TOOLS FOR ANALYSIS
In order to analysis the data, various statistical tools were used in this study.
+ercentage )nalysis
5eighted $core )nalysis
Percentage Analysis
+ercentages are often used in the data presentation to simplify numbers, reducing
all of them to 6 to 166 ranges. Through the use of percentages, the data are reduced in the
started from with base e!ual to 166 fact of facilitates relatives comparison.
-o .of respondents
+ercentage analysis 7 ///////////////////////////////// 8166
Total no. of respondents
Weighte Sc!re Analysis
The average rank analysis is performed to identify the priority of the different
category of the consumer performance in the $amsung $mart phone based on the
consolidated priority of the respondents. The average rank is calculated and the final rank
is final based on the criteria lesser the average rank more is the priority on the various
aspect relating personal factors.
Total
5eighted average 7 166
-o. of items -o of respondents
STATE"ENT OF THE PRO#LE"
In earlier days telecommunication field had many obstacles. Calling person across
the country on any festival day was a difficult task resulting moderately epensive and
time consuming, which were eliminated through modern technologies in a phased
manner. -ow telecommunication instruments are affecting all of us and for the most part,
improving the !uality of life and the components of mobile. The system serves both
business and personal purposes.
The choice of the manufacture is affected by many factors, namely, dual $I%,
%+9 player, more storage, cameras, Charge in battery and 3luetooth, 5i/:i, handy one,
less weight, slim model, price reduction, attractive colors, various models, audio and
video system, service facilities, spare parts availability and so on.
In this contet, this study has been undertaken by the researcher to eamine
satisfaction and behavioral profile of consumers of the mobiles taking the socio/
economic characteristics and the marketing policies and practices of the manufacturers.
The present study titled ;A STUDY OF CONSU"ER SATISFACTION AND
PERCEPTION TOWARDS SA"SUN$ S"ART "O#ILE ERODE TOWN% is
considered relevant as the study has its own significance in the recent technological era.
LI"ITATIONS OF THE STUDY
The study has been limited to <rode Town.
The result of analysis made in the study depends fully on the information given by the
respondents.
$ome customer could not given clear idea about the $amsung smart phone because they
are new users of $amsung smart phone.
(ue to time constraints the respondents were limited to 166 only.
C=)+T<1/II
RE&IEW OF LITERATURE
De'initi!n
)n individual who buys products or services for personal use and not for
manufacture or resale. ) consumer is someone who can make the decision whether or not
to purchase an item at the store, and someone who can be influenced by marketing and
advertisements. )ny time someone goes to a store and purchases a toy, shirt, beverage, or
anything else, they are making that decision as a consumer.
CUSTO"ER PREFERENCE
+reference &or >taste>' is a concept, used in the social sciences, particularly
economics. It assumes a real or imagined >choice> between alternatives and the
possibility of rank ordering of these alternatives, based on happiness, satisfaction,
gratification, en0oyment, utility they provide. %ore generally, it can be seen as a source of
motivation. In cognitive sciences, individual preferences enable choice of ob0ectives
goals.
"EANIN$ OF CUSTO"ER SATISFICATION
Customer satisfaction is a business term, is a measure of how products and
services supplied by a company meet or surpass customer epectation. It is seen as a key
performance indicator within business and part of the four prospective of balanced score
card.
In a competitive market place were businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy customer satisfaction drives successful private sector business. =igh
performing businesses have developed principles and strategies for achieving customer
satisfaction. This paper presents a framework or set of ideas for using customer
satisfaction principles and strategies to improve the !uality responsiveness, and
possibility of public sector privately provided services in vulnerable communities.
The framework suggested that resident who live in tough neighborhoods can be
supported through customer satisfaction strategies to become empowered individuals
who informed perspectives influence decisions about what, how, when, and where
services are available to them.
Customer satisfaction is the customers response to the evaluation of the perceived
discrepancy between prior epectation and the actual performance of the product as
perceived after its consumption.
Fact!rs !' C(st!)er Satis'acti!n
?uality of service
1eliability of service
@nowledge of the staff
3eing kept informed of progress
The way service kept its promises
The way the service handled any problem :riendliness of staf
=ow sympathetic staff were to your needs
$peed of en!uiries
-umber of time had to contact the service.
The basic concept of cellular phones originated in 1ABC in the 4$, when
researchers at 3ell Laboratories got an idea of cellular communication from the mobile
car phone technology used by the police department of the country. +ublic trials of first
cellular communication system began in Chicago in 1AC6, and cellular telephone services
were introduced in the 4$ in 1A86s, and gained popularity in a short span of time. 3y the
1A86s, cellular services had become popular in many developed countries across the
world, over the years on account of dynamic technological advancements in the sector, an
improvement in the number and !uality of services provided.
The numbers of mobile cellular phone users are increasing day by day in India.
Companies make aggressive marketing, advertising and promotional efforts which
compel other manufacturers to focus on their marketing efforts as well. These companies
resort to price reductions, new function additions, value additions and focus advertising
and promotional campaigns. (espite the various systems introduced by each
manufacturer, customers are going to face technical problems like network busy
problems, improper coverage, and advertising agencies, poor customer care, improper
communication, interruption while speaking with others.
CHAPTER-III
CO"PANY PROFILE
INTRODUCTION OF SA"NSUN$
$amsung #roup is a $outh @orean multinational conglomerate company
head!uartered in $amsung Town, $eoul. It comprises numerous subsidiaries and affiliated
businesses, most of them united under the $amsung brand, and are the largest $outh
@orean cabal.
-otable $amsung industrial subsidiaries include $amsung <lectronics &the worldDs
largest information technology company measured by E611 revenues', $amsung =eavy
Industries &the worldDs second/largest shipbuilder measured by E616 revenues', and
$amsung <ngineering and $amsung CFT &respectively the worldDs 9Gth/ and CEnd/
largest construction companies'. ,ther notable subsidiaries include $amsung Life
Insurance &the worldDs 1Bth/largest insurance company', $amsung <ver land &the oldest
theme park in $outh @orea' and Ceil 5orldwide &the worldDs 1Ath/largest advertising
agency measured by E616 revenues'.
$amsung produces around a fifth of $outh @oreaDs total eports and its revenues
are larger than many countriesD #(+H in E66I, it would have been the worldDs 9Gth/largest
economy. The company has a powerful influence on $outh @oreaDs economic
development, politics, media and culture, and has been a ma0or driving force behind the
>%iracle on the =an 1iver>.
CO"PANY PROFILE
Type 3usiness unit
Industry Telecommunication
:ounded $eoul, $outh @orea 1ACC
=ead!uarters $uwon, $hout @orea
)rea served 5orldwide
@ey people #ee sung choir, +resident
+roducts %obile phones $mart phones
Telecommunication system %+9 +layer, Laptop computers
1evenue 4$J E1.1 billion &E66C'
-et income 4$J E.9 billion &E66C'
<mployees 9BB,666 &E616'
5ebsite $amsung consumers
HISTORY
4nlike other electronic companies $amsung origins were not involving electronics
but other products.
In 1A98 the $amsungDs founder 3yung/Chull Lee set up a trade eport company in
@orea, selling fish, vegetables, and fruit to China. 5ithin a decade $amsung had flour
mills and confectionary machines and became a co/operation in 1AG1. =umble
beginnings.
:rom 1AG8 onwards $amsung began to epand into other industries such as
financial, media, chemicals and ship building throughout the 1AC6Ds. In 1AIA, $amsung
<lectronics was established producing what $amsung is most famous for, Televisions,
%obile +hones &throughout A6Ds', 1adioDs, Computer components and other electronics
devices.
1A8C founder and chairman, 3yung/Chull Lee passed away and @un/=ee Lee took
over as chairman. In the 1AA6Ds $amsung began to epand globally building factories in
the 4$, 3ritain, #ermany, Thailand, %eico, $pain and China until 1AAC.
In 1AAC nearly all @orean businesses shrunk in si"e and $amsung was no
eception. They sold businesses to relieve debt and cut employees down lowering
personnel by G6,666. 3ut thanks to the electronic industry they managed to curb this and
continue to grow.
The history of $amsung and mobile phones stretches back to over 16 years. In
1AA9 $amsung developed the DlightestD mobile phone of its era. The $C=/866 and it was
available on C(%) networks.
$amsung has made steady growth in the mobile industry and are currently second
but competitor -okia is ahead with more than 166K increase in shares.
Sa)s(ng Telec!))(nicati!ns
$amsung Telecommunications is one of five business units within $amsung
<lectronics, belonging to the $amsung #roup, and consists of the %obile
Communications (ivision, Telecommunication $ystems (ivision, Computer (ivision,
%+9 3usiness Team, %obile $olution Centre and Telecommunication 1F( Centre.
Telecommunication 3usiness produces a full spectrum of products from mobiles and
other mobile devices such as %+9 players and laptop computers to telecommunication
network infrastructure. =ead!uarters is located in $uwon, $outh @orea.
In E66C $amsung Telecommunication 3usiness reported over B6K growth and
became the second largest mobile device manufacturer in the world. Its market share was
1BK in ?B E66C, growing up form 11.9K in ?B E66I. )t the end of -ovember E611,
$amsung sold more than 966 million mobile devices and set still in second after -okia
with 966.I million mobile devices sold in the first three !uarter of E611.
$ubsidiaries and affiliates
)s of )pril E611, $amsung #roup was comprised of GA unlisted companies and 1A
listed companies, all of which had their primary listing on the @orea <change stock
echange
.
Company $ymbol Company $ymbol
$amsung Corporation 666896 $hilla =otels and 1esorts 668CC6
$amsung $ecurities 61I9I6 $amsung :ine Chemicals 66B666
$amsung $(I 66IB66 $I Corporation 61ECG6
$amsung <lectro/%echanics 66A1G6 $amsung :ire F %arine Insurance 666816
$amsung <ngineering 6E86G6 $amsung <lectronics 66GA96
$amsung Techwin 61EBG6 $amsung Life Insurance 69E896
Cheil Industries 661966 $amsung Card 6EAC86
$amsung =eavy Industries 6161B6 Cheil 5orldwide 696666
%arket @orea 1EEA66 Credu 6ICE86
)ce (igitech 69IGG6
$amsung *ision
$amsung IndiaDs *ision entails helping people improve the !uality of their lives by
providing them with superior !uality, state/of/the/art technology products at the right
time and the right price. 3ut beyond its role as a purveyor of !uality products in India,
$amsung seeks to contribute to the economic growth of the country though its eport
commitments and large scale production facilities generating secured employment for
hundreds of Indian people.
)t $amsung, we strive to contribute to the development of the electronics and
components industry in India by enhancing the knowledge levels of our workforce
through the introduction of our advanced management systems and production know/how
in our manufacturing facilities by introducing our Indian vendors to our world class
!uality systems and helping them in improving them in their own !uality systems
and production processes and setting benchmarks for the industry both in terms of after
sales service for our products, !uality systems and management techni!ues at our
facilities or our products themselves.
)t $amsung, we believe in returning to the community some of the profits we earn
from it, through the social causes we espouse. 5e view ourselves not as an %-C
operating in India, but as an DIndian CompanyD operating here, conforming to the laws of
the country and committed to working for the Indian community. 5e want and to be seen
as the D%ost 1espectedD Indian Company.
India is the worldLs fastest growing industry in the world in terms of number of
wireless connections after China, with 811.GA million mobile phone subscribers.
)ccording to the world telecommunications industry, India will have 1.E66 billion
mobile subscribers by E619.:urthermoreH pro0ections by several leading global
consultancies indicate that the total number of subscribers in India will eceed the total
subscriber count in the China by E619.
S! h!* Telec!))(nicati!n starte in Inia+
5ell +ostal means of communication was the only mean communication until the
year 18G6. In 18G6 eperimental electric telegraph started for first time in India between
Calcutta &@olkata' and (iamond =arbor &southern suburbs of @olkata, on the banks of
the =ooghly 1iver'.
In 18G1, it was opened for the use of the 3ritish <ast India Company.
$ubse!uently construction of telegraph started through out India. ) separate department
was opened to the public in 18GB. (r.5illiam ,L$haughnessy, who pioneered the
telegraph and telephone in India, belonged to the +ublic 5orks (epartment, and worked
towards the development of telecom. Calcutta or the/then @olkata was chosen as it was
the capital of 3ritish India.
In early1881, ,riental Telephone Company Limited of <ngland opened telephone
echanges at Calcutta &@olkata', 3ombay &%umbai', %adras &Chennai' and )hmedabad.
,n the E8th 2anuary 188E the first formal telephone service was established with a total
of A9 subscribers.
:rom the year 1A6E India drastically changes from cable telegraph to wireless
telegraph, radio telegraph, radio telephone, trunk dialing. Trunk dialing used in India for
more than a decade, were system allowed subscribers to dial calls with operator
assistance. Later moved to digital microwave, optical fiber, satellite earth station. (uring
3ritish period all ma0or cities and towns in India were linked with telephones.
S! *h! *as l!!,ing a'ter Telec!)++
In the year 1ACG (epartment of Telecom &(oT' was responsible for telecom
services in entire country after separation from Indian +ost F Telecommunication.
(ecade later %ahan agar Telephone -igam Limited &%T-L' was chipped out of (oT to
run the telecom services of (elhi and %umbai.
In 1AA6s the telecom sector was opened up by the #overnment for private
investment. In1AAG T1)I &Telecom 1egulatory )uthority of India' was setup. This
reduced the interference of #overnment in deciding tariffs and policy making. The
#overnment of India corporati"ed the operations wing of (oT in E666 and renamed
(epartment of Telecom as 3harat $anchar -igam Limited &3$-L'.
In last 16 years many private operatorLs especially foreign investors successfully
entered the high potential Indian telecom market. #lobally acclaimed operators like
Telenor, -TT (ocomo, *odafone, $istema, $ingTel, %ais, <tisalat invested in India
mobile operators.
Wireless C!))(nicati!n
Pager Ser-ices
+ager communication successful launched in India in the year 1AAG. +agers were
looked upon as devices that offered the much needed mobility in communication,
especially for businesses. %otorola was a ma0or player with nearly 86 per cent of the
market share. The other companies included %obilink, +agelink, 3+L, 4sha %artin
telecom and <asy call. +agers were generally worn on the belt or carried in the pocket.
The business peaked in 1AA8 with the subscriber base reaching nearly E million.
=owever, the number dropped to less than G66,666 in E66E. The pager companies in
India were soon struggling to maintain their business. 5hile E/way pagers could have
buffered the fall, the pager companies were not in a position to upgrade their
infrastructure to improve the ailing market. The Indian +aging $ervices )ssociation was
unable to support the industry.
+ager companies in India also offered their services in regional languages also.
=owever, the end had begun already. 3y E66E, %otorola stops making or servicing
pagers. 5hen mobile phones were commercially launched in India, the pager had many
advantages to boast. +agers were smaller, had a longer battery life and were considerably
cheaper. =owever, the mobile phones got better with time and continuously upgraded
themselves.
"!.ile C!))(nicati!n
:irst mobile telephone service on non/commercial basis started in India on B8th
Independence (ay at countryLs capital (elhi. The first cellular call was made in India on
2uly 91st, 1AAG over %odi TelstraLs %obile-et #$% network of @olkata. Later mobile
telephone services are divided into multiple "ones known as circles. Competition has
caused prices to drop and calls across India are one of the cheapest in the world.
%ost of operator follows #$% mobile system operate under A66%=" bandwidth
few recent players started operating under 1866%=" bandwidth. C(%) operators
operate under 866%h" band, they are first to introduce <*(, based high speed wireless
data services via 4$3 dongle. In spite of this huge growth Indian telecom sector is hit by
severe spectrum crunch, corruption by India #ovt. officials and financial troubles.
In E668, India entered the 9# arena with the launch of 9# enabled %obile and
(ata services by #overnment owned %T-L and 3$-L. Later from -ovember E616
private operatorLs started to launch their services.
#r!a.an c!))(nicati!n
)fter 4$, 2apan, India stands in third largest Internet users of which B6K of
Internet used via mobile phones. India ranks one of the lowest provider of broadband
speed as compared countries such as 2apan, India and -orway. %inimum broadband
speed of EGIkbitMs but speed above E%bits is still in a nascent stage.
Near E66C had been declared as ;Near of 3roadbandO in India. TelcoLs based on
)($LM*($L in India generally have speeds up to EB%bit ma while those based on
newer ,ptical :iber technology offer up to 166%bits in some plans :iber/optic
communication &:TT'. 3roadband growth has been plagued by many problems.
Complicated tariff structure, metered billing, =igh charges for right of way, Lack of
domestic content, non implementation of Local/loop unbundling have all resulted in
hindrance to the growth of broadband.
%any eperts think future of broadband is on the hands of wireless factor. 35)
auction winners are epected to roll out LT< and 5i%)P in India in E61E.
Ne/t $enerati!n Net*!r, 0N$N1
-et #eneration -etworks, multiple access networks can connect customers to a
core network based on I+ technology. These access networks include fiber optics or
coaial cable networks connected to fied locations or customers connected through 5i/
:i as well as to 9# networks connected to mobile users.
)s a result, in the future, it would be impossible to identify whether the net
generation network is a fied or mobile network and the wireless access broadband
would be used both for fied and mobile services. It would then be futile to differentiate
between fied and mobile networks both fied and mobile users will access services
through a single core network. Cloud based data services are epected to come.
Inian Satellites
India has launched more than G6 satellites of various types, since its first attempt
in 1ACG. The organi"ation responsible for Indian satellites is the Indian $pace 1esearch
,rgani"ation &I$1,'. %ost $atellites have been launched from various vehicles,
including )merican, 1ussian, <uropean satellite/launch rockets, and the 4.$. $pace
$huttle. :irst Indian satellite )ryabhata on 1Ath )pril 1ACG, later 3haskara, 1ohini,
I-$)T, <dusat, I1$, #$)T, @alpana, Cartosat, I%$, Chandrayaan, 1esource$at, 1i$at,
)nu$at, etc.
5ell guys this is how telecom Industry is growing in India, hope to see India far
ahead of other countries in near future.
"O#ILE PHONE FEATURES
%obile phones often have features beyond sending tet messages and make *oice
calls including Internet 3rowsing, %usic &%+9' +layback, +ersonal organi"ers, </mail,
3uilt in Cameras and Camcorders, 1ing tones, #ames, 1adio, +ush/to/talk, Infrared and
3luetooth connectivity, Call registers and ability to watch streaming video, 5ap services,
(ownload *ideo for later viewing, clock and calculator. There are many mobile phone
features found in todayLs mobile phone that offer users many more capabilities than only
voice calls or tet managing and modes and attempts a stylish design often make them
difficult and confusing to use.
CHAPTER 2I&
DATA ANALYSIS AND INTERPRETATIONS
To study the consumer satisfaction towards smart phone with special reference to
<rode Town. $ample of 166 respondents has been selected and their opinions about the
various aspects are obtained
The data collected from the consumer were systematically applied and presented as
tables under various headings in the following pages . They also arranged in such a way
to present suitable interpretation for the same. These informationLs are consolidated and
analy"ed by using the following techni!ues.
TA#LE NO3 4
A$E $ROUP OF THE RESPONDENTS
,n the basis of age group of the respondents Classified into four &vi"' Less than
E6, E6/96, 91/B6, and more than B1
S%N! Age N!% !' Res5!nents 6 !' Res5!nents
1
3elow E6 years 1G 1GK
E
E6/96 years G6 G6K
9
91/B6 years EG EGK
B
)bove B6 years 16 16K
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows the age group of the respondents , G6K of the respondents
belongs to the age group of E6/96years,EGK of the respondents belongs to the age group
of 91/B6 years , 1GK of the respondents belongs to the age group of below E6 years and
16K of the respondents belongs to the age group of above B6 years.
%a0ority of the respondents G6K belongs to the age group of E6/96 years.were
under age group E6/96 years.

CHART NO3 4
A$E $ROUP OF THE RESPONDENTS
TA#LE NO3 8
$ENDER OF THE RESPONDENTS
#ender is cultural symbol. #ender plays a vital role in decision making process,
%ale respondents produce more influence than female respondents in decision making
process.. The following table shows the distribution of respondents based on se.
$ener N!% !' res5!nents 6 !' res5!nents
1
%ale BB BBK
E
:emale GI GIK
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table 9.1 shows the gender of the respondent . ,ut of 166 respondent
BBK are male and remaning GIK are :emale
%a0ority of the respondents GIK are female.
CHART NO3 8
$ENDER OF THE RESPONDENTS
TA#LE NO3 9
EDUCATIONAL :UALIFICATION OF THE RESPONDENTS
,n the basis of the <ducational ?ualification. The respondents are classified into
four group illiterate. $chool level 4#, +#, are shown in table
S%N! E(cati!nal
:(ali'icati!n
N!% !'
Res5!nents
6 !' Res5!nents
1
Illiterate 8 8K
E
$chool level 1E 1EK
9
Collegiate GI GIK
B
+rofessional EB EBK
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows the educational !ualification of the respondents, out of 166
respondents, GIK are collegiate, EBK are professional, 1EK school level and 8K are
illiterate.
%a0ority of the respondents GIK are Collegiate .
CHART NO3 9
EDUCATIONAL :UALIFICATION OF THE RESPONDENTS
TA#LE NO3 ;
PRESENT STATUS OF THE RESPONDENTS
,n the basis of the ,ccupational $tatus, the respondents are classified into
four group &vi"' $tudents , <mployee, professional , #ovt employee others shown in table
S%N! Occ(5ati!n
N!% !'
Res5!nents
6 !' Res5!nents
1 $tudent I6 I6K
E +rofessional 1E 1EK
9 3usiness E6 E6K
B <mployee 8 8K
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The table shows the occupation of the respondents, out of 166 respondents I6K
are student, E6K are business, 1EK are professional and 8K are <mployee.
%a0ority of the respondents I6K are $tudents .
CHART NO3 ;
PRESENT STATUS OF THE RESPONDENTS
TA#LE NO3 <
"ONTHLY INCO"E OF THE RESPONDENTS
,n the 3asis of monthly income has been classified into four categories &vi"' Less
than G666 , 16661/1E,G66, 1E,G61/1G,666, more than /1G666.
S%N! "!nthly Inc!)e
N!% !'
Res5!nents
6 !' Res5!nents
1 4p to 1s.G666 E6 E6K
E 1s.G661 . 1s.16,666 EB EBK
9 1s.16661 . 1s.1G,666 1I 1IK
B )bove 1s.1G,666 B6 B6K
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above tale shows the monthly income of the respondent, out of 166
respondents, B6K of the respondent belongs to the monthly income of above 1s.1G,666,
EBK of the respondent belongs to the monthly income of 1s.G661/16,666, E6K of the
respondent belongs to the monthly income of 4p to 1s.G,666 and 1IK of the respondents
belongs to the monthly income of 1s.16,661/1G,666,

%a0ority of the respondents, B6K are above 1s.1G,666 of monthly income.
CHART NO3 <
"ONTHLY INCO"E OF THE RESPONDENTS

TA#LE NO3 =
"ARITAL STATUS OF THE RESPONDENTS
,n the 3asis of marital status has been classified into two categories &vi"' %arried
and 4n/%arried
S%N! "arital Stat(s N!% !' Res5!nents 6 !' Res5!nents
1
%arried E6 E6K
E
4nmarried 86 86K
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows the %arital status of the respondents 86K are unmarried
and E6K are married.
%a0ority of the respondents, 86K are unmarried.
CHART NO3 =
"ARITAL STATUS OF THE RESPONDENTS
TA#LE NO3 >
NU"#ERS OF "E"#ERS IN FA"ILY OF THE RESPONDENTS
,n the 3asis of number of the members has been classified into four categories
&vi"' E, 9, B and above four members.
S%N! N().ers !' "e).ers
N!% !'
Res5!nents
6 !' Res5!nents
1 E %embers 1E 1EK
E 9 %embers E6 E6K
9 B %embers GI GIK
B )bove B %embers 1E 1EK
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows the -umbers of %embers in family of the respondents out
of 166 respondents GIK respondents are belong to B %embers, E6K respondents are
belongs to 9 %embers in family and 1EK respondents are belongs to E members and
above B members in family .
%a0ority of the respondents GIK are belongs to B member.
CHART NO3 >
NU"#ERS OF "E"#ERS IN FA"ILY OF THE RESPONDENTS
TA#LE NO3 ?
USA$E OF "O#ILE PHONE OF THE RESPONDENTS
,n the usage mobile phone of the members has been classified into Two
categories &vi"' $ingle sim and multiple phone
S%N! Using ty5e !' the
)!.ile 5h!ne
N!% !' Res5!nents 6 !' Res5!nents
1
$ingle $tm GE GEK
E
%ultiple stm B8 B8K
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows using type of the mobile phone of the respondents, out of 166
respondents GEK are single sim and B8K are multiple sim.
%a0ority of the respondents GEK are single sim.
CHART NO3 ?
USA$E OF "O#ILE PHONE OF THE RESPONDENTS
TA#LE NO3 @
SU$$ESTED TO #Y THIS PHONE OF THE RESPONDENTS
$mart phones are marketed through various channels. ,n basis has been classified
into four categories &vi"' 1elatives, )dvertisement :riends and ,thers
S%N! S(ggeste t! .(y this 5h!ne
N!% !'
Res5!nents
6 !' Res5!nents
1 1elatives 1E 1EK
E )dvertisement 9I 9IK
9 :riends B8 B8K
B ,thers B BK
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows suggested to buy this phone of the respondent, out
of 166 respondents, B8K of the respondent are friends, 9IK of the respondent are
advertisement, 1EK of the respondent are relatives and BK of the respondents are others.
%a0ority of the respondents, B8K respondents are friends.
CHART NO3 @
SU$$ESTED TO #Y THIS PHONE OF THE RESPONDENTS
TA#LE NO3 47
PURCHASE OF THE "O#ILE PHONE OF THE RESPONDENTS
,n the 3asis of purchasing place has been classified into four categories
&via' company outlets, (ealer outlets, priority outlets, and ,thers outlets
S%N!
P(rchase !' the )!.ile
5h!ne
N!% !' Res5!nents 6 !' Res5!nents
1 Company outlets G6 G6K
E (ealer outlets 1G 1GK
9 +riority outlets G6 E6K
B others 1G 1GK
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows purchase of the mobile phone of the respondent, out of 166
respondents, G6K of the respondent are company outlets and priority outlets E6K, 1GK of
the respondent are dealer outlets and others.
%a0ority of the respondents, G6K of the respondent are company outlets and
priority outlets.
CHART NO3 47
PURCHASE OF THE "O#ILE PHONE OF THE RESPONDENTS
TA#LE NO3 44
FEATURES A#OUT SA"SUN$ S"ART PHONE
,n the 3asis of :eatures of the smart phone has been classified into two categories
&vi"' Nes and -o
S%N! Feat(res !'
a*areness
N!% !' Res5!nents 6 !' Res5!nents
1
Nes 86 86K
E
-o E6 E6K
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows features of awareness of the respondent, out of
166 respondents, 86K of the respondent are yes, E6K of the respondent are no.
%a0ority of the respondents, 86K of the respondent are yes.
CHART NO3 44
FEATURES A#OUT SA"SUN$ S"ART PHONE
TA#LE NO3 48
AWARNESS A#OUT DIFFERENT "ODEL
,n the 3asis of awareness level has been classified into two categories &vi"' Nes
and -o
S%N! S!(rce !'
a*areness
N!% !' Res5!nents 6 !' Res5!nents
1
Nes IG IGK
E
-o 9G 9GK
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows source of awareness of the respondent, out of 166
respondents, IGK of the respondent are yes, 9GK of the respondent are no.
%a0ority of the respondents, IGK of the respondent are yes.
CHART NO3 48
AWARNESS A#OUT DIFFERENT "ODEL
TA#LE NO3 49
AWARENESS OF PERIODICAL OFFERS
,n the 3asis of awareness level periodical offers has been classified into two
categories &vi"' Nes and -o
S%N! 'act!rs N!% !' Res5!nents 6 !' Res5!nents
1
Nes GI GIK
E
-o BB BBK
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows factors of the respondent, out of 166 respondents,
GIK of the respondent are yes, BBK of the respondent are no.
%a0ority of the respondents, GIK of the respondent are yes.
CHART NO3 49
AWARENESS OF PERIODICAL OFFERS
TA#LE NO3 4;
LE&EL OF SATISFACTION
,n the 3asis of satisfaction level periodical has been classified into four categories
&via' =ighly satisfied, $atisfied, -eutral and (is/$atisfied
S%N! 'act!rs N!% !' Res5!nents 6 !' Res5!nents
1 =$( . =ighly satisfied E6 E6K
E $(/ $atisfied 96 96K
9 -</ -eutral BG BGK
B ($ . (is/$atisfied G GK
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows factors of the respondent, out of 166 respondents, BGK
of the respondent are -</-eural, 96K of the respondent are $(/$atisfied, E6K of the
respondent are =$(/=ighly satisfied and GK of the respondents are ($/(rs satisfied.
%a0ority of the respondents, BGK respondents are -</-eutral.
CHART NO3 4;
LE&EL OF SATISFACTION
TA#LE NO3 4<
O5ini!n A-ertise)ent !' S)art Ph!nes
,n the 3asis of opinion about the advertisement has been classified into three
categories &via' $atisfied, -eutral ,and (is/satisfied
S%N! 'act!rs N!% !' Res5!nents 6 !' Res5!nents
1
$atisfied CE CEK
E
-eutral E6 E6K
9
(is / $atisfied 8 8K
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows factors of the respondent, out of 166 respondents, CEK of the
respondent are $atisfied, E6K of the respondent are -eutral and 8K of the respondent
(rs satisfied.
%a0ority of the respondents, CEK respondents are satisfied.
CHART NO3 4<
O5ini!n A-ertise)ent !' S)art Ph!nes
TA#LE NO3 4=
USIN$ OF S"ART PHONE
,n the 3asis of uses of smart phone has been classified into two categories &vi"'
Nes and -o
S%N! Fact!rs N!% !' Res5!nents 6 !' Res5!nents
1
Nes B8 B8K
E
-o GE GEK
T!tal 477 477
S!(rce3 Pri)ary Data
Inter5retati!n
The above table shows factors of the respondent, out of 166 respondents, GEK
of the respondent are no, B8K of the respondent are yes.
%a0ority of the respondents, GEK of the respondent are no.
CHART NO3 4=
USIN$ OF S"ART PHONE

TA#LE NO3 4>
PRESENT LE&EL OF AD&ERTISE"ENT
,n the 3asis of present level advertisements has been classified into two
categories &via' Nes and -o
S%N! Fact!rs N!% !' Res5!nents 6 !' Res5!nents
1
Nes GE GEK
E
-o B8 B8K
T!tal 477 477
The above table shows factors of the respondent, out of 166 respondents,
GEK of the respondent are yes, B8K of the respondent are no.
%a0ority of the respondents, GEK of the respondent are yes.
CHART NO3 4>
PRESENT LE&EL OF AD&ERTISE"ENT
TA#LE NO3 4?
CHAN$E THE PHONE IN FUTURE
,n the 3asis of opinion regarding change the phone in future has been classified
into two categories &via' Nes and -o
S%N! Fact!rs N!% !' Res5!nents 6 !' Res5!nents
1
Nes CE CEK
E
-o E8 E8K
T!tal 477 477
The above table shows factors of the respondent, out of 166 respondents,
CEK of the respondent are yes, E8K of the respondent are no.
%a0ority of the respondents, CEK of the respondent are yes.
CHART NO3 4?
CHAN$E THE PHONE IN FUTURE

TA#LE NO3 4@
RECO""ENDATION OF PHONE "ODEL A CO"PANY TO OTHERS
,n the 3asis of recommendation phone to others has been classified into two
categories &via' Nes and -o
S%N! 'act!rs N!% !' Res5!nents 6 !' Res5!nents
1
Nes I8 I8K
E
-o 9E 9EK
T!tal 477 477
The above table shows factors of the respondent, out of 166 respondents, I8K of
the respondent are yes, 9EK of the respondent are no.
%a0ority of the respondents, I8K of the respondent are yes.
.
CHART NO3 4@
RECO""ENDATION OF PHONE "ODEL A CO"PANY TO OTHERS
TA#LE NO3 87
SATI FACTIONAL LE&EL #ASED ON SA"SUN$ "O#ILE PHONE
S%NO PARTICULARS
WEI$HT
SCORE
RANB
1 3rand image GE6 C
E 5arranty M #uarantee IB8 E
9 )ccessories availability 9AA 16
B 3attery GCA G
G +rice level BI8 8
I )udio M *ideo supporting G8B 9
C Camera !uality IAI 1
8 %obile speed G86 B
A Compatibility $I% card options BGI A
16 ,verall satisfaction GCE I
Inter5retati!n3
It is observed in the above table that Camera ?uality of the phone ranked first with
the score of IAI, 5arranty of the phone ranked second with the score of IB8, audioMvideo
of the phone ranked third with the score of G8B, %obile speed ranked fourth, 3atter back
up of the phone ranked fifth, ,verall sati factional , 3rand image, +rice level,
compatibility sim options and accessories availability of the phone ranked I
th
,C
th
,8
th
,A
th
,
and 16
th
with the score of GCE,GE6,BI8,BGI, and 9AA respectively.
TA#LE NO3 84
RANB THE PRO#LE"S #ASED ON WHILE USIN$ SA"SUN$
"O#ILE PHONE
S%NO PARTICULARS
WEI$HT
SCORE
RANB
1 Customer Care 189 9
E 4ser inter face 1AI E
9 $pares availability 188 B
B 3attery 3ack up E9E 1
G Technical Issues 1I8 I
I ,ther issues 1CE G
C %obile life 1GE C
Inter5retati!n3
It is observed in the above table that 3attery backup of the phone ranked
first with the score of E9E, 4ser interface of the phone ranked second with the score of
1AI, Customer care response of the phone ranked third with the score of 189, $pares
availability ranked fourth, ,ther issues, technical issues and mobile life of the phone
ranked G
th
, I
th
,and C
th
with the score of 1CE,1I8, and 1GE respectively.