[TITLE OF SYNOPSIS]

CUSTOMER PERCEPTION TOWARDS

NOKIA CELL PHONES IN
DOABA REGION

Submitted to Lovely Professional University

Submitted by: Supervisor: MR.SANJAY JINDAL

Name of Student1: MR. JITENDER KUMAR Name of the Faculty Advisor

Registration No.10904081 Designation

Roll No.RS1903B25

Name of Student2:MR. NITIN SHARMA

Registration No.

Roll No.

Name of Student3 MR. GAURAV SHARMA

Registration No. B26

Roll No.

Name of Student4 MR. JAGMEET SINGH

Registration No.

Roll No.

DEPARTMENT OF MANAGEMENT

LOVELY PROFESSIONAL UNIVERSITY

PHAGWARA
 TO WHOMSOEVER IT MAY CONCERN

This is to certify that the Synopsis titled “CUSTOMER PERCEPTION

TOWARDS NOKIA CELL PHONES IN DOABA REGION” carried out by Mr.
JITENDER KUMAR, Mr. GAURAV SHARMA, Mr. NITIN SHARMA, and Mr.
JAGMEET SINGH DUTTA has been accomplished under my guidance &
supervision as a duly registered MBA student of the Lovely Professional
University, Phagwara.

His Synopsis represents his original work and is worthy of consideration for
making a research project in the next term.

___________________________________

(Name & Signature of the Faculty Advisor)

Date:
 DECLARATION

We, " Mr. JITENDER KUMAR, Mr. GAURAV SHARMA, Mr. NITIN
SHARMA, and Mr. JAGMEET SINGH DUTTA”, hereby declare that the work
presented herein is genuine work done originally by us and has not been published
or submitted elsewhere for the requirement of a degree program. Any literature,
data or works done by others and cited within this synopsis has been given due
acknowledgement and listed in the reference section.

_______________________

(Student’s name & Signature)

Date:__________________
 INDEX
1. HISTORY OF NOKIA

2. INDUSTRY PROFILE

3. COMPANY PORFILE

4. RESEARCH OBJECTIVE

5. HYPOTHESIS

6. RESEARCH METHODOLOGY

7. LIMITATIONS

8. ANALYSIS

9. FINDINGS

10.SUGGESTIONS/RECOMMENDATIONS

11.CONCLUSION

BIBLIOGRAPHY/WEBLIOGRAPHY

ANNEXURE

INTRODUCTION
NOKIA is a Finnish multinational communications corporation that is
headquartered in Keilaniemi, Espoo, a city neighboring Finland's
capital Helsinki. 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 EUR 41 billion and operating profit of €1.2 billion as of 2009. It is the world's
largest manufacturer of mobile telephones: its global device market share was 30%
in the third quarter 2010, down from an estimated 34% in the third quarter 2009
and an estimated 33% in the second quarter 2010. Nokia's estimated share of
the converged mobile device market was 38% in the third quarter, compared with
41% in the second quarter 2010. Nokia produces mobile devices for every
major market segment and protocol, including GSM, CDMA, and W-
CDMA (UMTS). Nokia offers Internet services such
as applications, games, music, maps, media and messaging through
its Ovi platform. Nokia's subsidiary Nokia Siemens Networks produces
telecommunications network equipment, solutions and services. Nokia is also
engaged in providing free digital map information and navigation services through
its wholly-owned subsidiary Navteq.

Nokia has sites for research and development, manufacture and sales 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 workforce. 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) INdT –
Nokia Institute of Technology, a R&D institute located in Brazil. Nokia operates a
total of 15 manufacturing facilities.

RESEARCH OBJECTIVE
Geographical boundaries due to economic liberalization in the last few years have
led to intense competition pressure in the telecom industry. A number of players,
flushed with capital have entered the market and a dynamic corporate strategy to
face the implanting challenge is of vital importance. Our research objective is

To know the customer perception regarding Nokia cell phones.

To know about the customer grievances regarding Nokia cell phones.

By furnishing details from Nokia’s customers, we will be able to understand their

attitude, needs, requirements, and problems regarding the cell phones. And hence
we will be able to deliver better product.

HYPOTHESIS

The research has to be approached through various hypotheses to get the answer of
our research problem. The following are considered to be the hypotheses for this
research:

 What do customers think about Nokia Cell Phones?

 Do customers have any grievance with Nokia Cell Phones?

 LITERATURE REVIEW
LITERATURE REVIEW

( BY: ET BUREAU ):- this case related to Brand rise and fall: What does it
say about consumer trust?
In 2008 ET Bureau said that the taste of consumers are continuing change according to taste and
habit but some time they want to improvement and some modification in their product , merely
signify small changes in consumer perception year on year? Or do they harbour larger trends that
show how the consumer’s outlook on the relative importance of brands, and after this making a
unique brand equity about particular product ,

The most obvious finding — and for marketers , the most reassuring one — is that trust is hard
earned, but once it’s been earned, shaking its foundations is far from easy. So ET emphasise that
you shoul provide according to customer demand and we also consider their behavior.

(BY:ET BUREAU , 11 JUN, 2008) : THIS CASE RELATED TO NOKIA

INCREASE AND FMCG DOWN:
Under this article Nokia’s rapid progression to become the most trusted brand from a lowly 71 in
2005 in ET Brand Equity’s annual survey is as much a statement of the brand’s popular appeal as
of India’s telecom success. And nokia came with new technology or new product with low price
as compaire to their competitor . , Nokia has managed to do better than others in an extremely
price-competitive market where new models become old in weeks. 

But in other hand FMCG brands, meanwhile, appear to have taken a beating. Colgate has
surrendered the top slot after a long reign while ever popular Dettol continues to slide and is
down from second slot in 2004 to number eight now. 

Nika was successful because Nokia has understood this well and focused mostly on meeting
consumer needs, which has created a loyal customer base.  MCG market was not proper
increased because these company used some traditional method and even if some product is
differ but in miner.

(BY PALLAVI MULAY AND VIDHIKA ARORA, 19 JUL, 2007, 12.28AM)

THIS ARTICLE REALTED TO CONSUMER SURVEY , WHICH
CONDUCTED BY ET – TNS.
According to this article , miss pallavi and vidhika said that Consumer Confidence Index (CCI)
has increased by 5% to 128 points in the June ’07 ended quarter, compared to the March quarter.
And cci is divide in to two parts , first is — the present situation index (PSI) and future
expectation index (FEI). Though both these components have increased in the June quarter, the
present scenario seems more encouraging than overall expectations for the future. In the current
round of the survey, the PSI has increased by 7%, while FEI has risen by 3% over the previous
round. So its identify that customer perception is based up on the current business conditions, but
those who is belongs to higher income group there is no or little effect on their perception or
behavior.

Some customers believes that future is uncertain and some customer buy the product on the
basics future condition , that if prices of gold , properties and other assets will increase then they
buy the product and vice versa or some believe that the coming months will be a good time to
purchase major household items. So like this inflation is also affect the customer perception
about the nokia products.

( BY : ABRAHAM KOSHY, 6 MAR, 2010, 12.06AM ,): THIS ARTICLE

BASED ON BRANDS constantly track quality )
Mr Abraham Koshy said that a brand contribute to change the perception of their customer
regarding their product like nokia and maruti . The effect of a recall on quality perceptions of a
product and the brand depends on how consumers attribute causes and effects — a complex
process in the mind that interprets signals from brand actions. One of the key factors that
influence consumers’ attribution process is the brand’s reputation.

Some time back, Nokia recalled mobile phones that were fitted with a certain batch of batteries.
Despite the fact that battery defects were not reported in the Indian market, the company took a
proactive step by recalling handsets that carried batteries with specific serial numbers for a free
replacement. 
This leads to reinforcement of the brand’s quality standards and hence favourable consumer
perception. Only self-confident brands will have the courage to admit mistakes. From this
perspective, recall of A-Star was a bold step that would help in retaining consumers’ confidence
in the brand, and customer perception will also change by giving better quality of product in
market .