Professional Documents
Culture Documents
A Study of Consumer
A Study of Consumer
A Study of Consumer
INTRODUCTION:
process has led to the rapid growth and development for phones.
at any time and place. Mobile phones also helpful to store data and files.
Several brands of mobile phones are available in market and hence mobile
market gets developed every day and here in this study, The study describes
of total customers, whose reported experience with a firm, its products, or its
1
It is seen as a key performance indicator within business and is part of the
that can affect sales and profitability. These metrics quantify an important
key factor behind satisfaction. When customers have high expectations and
the reality falls short, they will be disappointed and will likely rate their
experience as less than satisfying. For this reason, a luxury resort, for
terms.
2
The importance of customer satisfaction diminishes when a firm has
increased bargaining power. For example, cell phone plan providers, such as
few suppliers of a certain product or service exist. As such, many cell phone
plan contracts have a lot of fine print with provisions that they would never
get away if there were, say, a hundred cell phone plan providers, because
customer satisfaction would be way too low, and customers would easily have
benefits for businesses of every size. Surveys can assist business decision-
and retaining customers. Results can play a key role in identifying areas of the
business that require corrective action and improvement. Surveys can also
expansion.
3
Importance for Small Business:
example, a small restaurant owner, new to the area, can find out how
customers found them, what they like and whether they'll come back for
more. A clothing boutique owner can find out if styles align with the
4
Importance to Customers
Purpose:
intentions and loyalty. Customer satisfaction data are among the most
twofold:
ensuring that they have a positive experience with the company’s goods
and services.
5
2. Although sales or market share can indicate how well a firm is
the firm’s customers will make further purchases in the future. Much
who rate their satisfaction level as “5” are likely to become return
customers and might even evangelize for the firm. (A second important
unlikely to return. Further, they can hurt the firm by making negative
6
METHODOLOGY:
SAMPLING:
collected.
The area of study has been restricted to Coimbatore town only. Totally
25respondents were
7
SOURCES OF DATA:
The study is based on primary data only. The required information was
interviewing them.
in market and Hence this study reveals consumer satisfaction towards the
The present study is an opinion survey. The analysis has been carried
out based upon the information collected from the respondents. The result of
the study applies more specially to the consumers in the Coimbatore city and
8
MOBILE PHONE MODE OF COMMUNICATION :
wide geographic area. Mobile phones differ from cordless telephones, which
only offer telephone service within a limited range of a fixed land line, for
A mobile phone can make and receive telephone calls to and from the
public telephone network which includes other mobiles and fixed-line phones
many additional services, and accessories, such as SMS (or text) messages, e-
mail, Internet access, gaming, Bluetooth and infrared short range wireless
communication, camera, MMS messaging, MP3 player, radio and GPS. Low-end
mobile phones that offer more advanced computing ability are referred to as
smartphones.
9
The first handheld mobile phone was demonstrated by Dr. Martin
years from 1990 to 2010, worldwide mobile phone subscriptions grew from
12.4 million to over 4.6 billion, penetrating the developing economies and
Power supply
There are a variety of ways used to charge cell phones, including USB,
10
video calls and mobile TV, all in a mobile environment. Compared to the older
2G and 2.5G standards, a 3G system must provide peak data rates of at least
denoted 3.5G and 3.75G, also provide mobile broadband access of several
infrastructure. The cell phones are typically UMTS and GSM hybrids.
CDMA.
o The latest UMTS release, HSPA+, can provide peak data rates up to
11
the CDMA2000 system, first offered in 2002, standardized by 3GPP2,
infrastructure with the IS-95 2G standard. The cell phones are typically
CDMA2000 and IS-95 hybrids. The latest release EVDO Rev B offers
The above systems and radio interfaces are based on kindred spread
("2.9G"), DECT cordless phones and Mobile WiMAX standards formally also
these are typically not branded 3G, and are based on completely different
technologies.
Long Term Evolution (LTE) standard does not completely fulfill the ITU 4G
12
branded "4G" by the service providers. WiMAX is another technology verging
on or marketed as 4G.
COMMUNICATION.
standard set of services that allow phones of different types and in different
countries to communicate with each other. However, they can also support
agreement.
send and receive data and faxes (if a computer is attached), access WAP
GPRS.
games.
13
Sending and receiving pictures and videos through MMS, and for short
the user to be heard only while the talk button is held, similar to a
walkie-talkie.
have helped in the uptake by the teenage market. Mobile phone content
advertising has become massively popular but has also drawn a great
deal of criticism. Usually one can choose between a ring tone, a vibrating
As a result of all these features packed into a tiny device, mobile phones have
recently gained reputations for their poor ergonomics. Their small size,
plethora of features and modes, and attempts at stylish design may make
14
Data communications:
Mobile phones are now heavily used for data communications such as
SMS messages, browsing mobile web sites, and even streaming audio and
video files. The main limiting factors are the size of the screen, lack of a
become bigger and better. Some new phone CPUs run at over 1 GHz. Many
complex programs are now available for the various smartphones, such as
over GSM networks were possible only over CSD (circuit switched data), it has
network point of view, it does not differ much from voice call). Later, there
were introduced improved version of CSD - HSCSD (high speed CSD), it could
use multiple time slots for downlink, improving speed. Maximum speed for
15
HSCSD is ~42 Kbit/s, it also is billed by time. Later was introduced GPRS
principle. It also can use multiple time slots for transfer, but it does not tie up
radio resources, when not transferring data (as opposed to CSD and like).
GPRS usually is prioritized under voice and CSD, so latencies are large and
variable. Later, GPRS was upgraded to EDGE, which differs mainly by radio
modulation, squeezing more data capacity in same radio bandwidth. GPRS and
EDGE usually are billed by data traffic volume. Some phones also feature full
communications. Such phones have access to the Web via a free download of
the Opera web browser. Verizon Wireless models come with Internet Explorer
16
SPECIAL FEATURES:
SOFTWARES
MOBILE INTERNETS
3G
17
IMPORTANCE & SCOPE OF MOBILE PHONES
BLUETOOTH
Interest Group
signals. A system can tell when people enter the centre, how long they stay in
18
a particular shop, and what route each customer takes. The system works by
monitoring the signals produced by mobile handsets and then locating the
phone by triangulation.
INSTANT MESSAGING:
other devices, along with shared clients. The user's text is conveyed over a
video calling.
19
VIDEOPHONE:
phones which would exchange still images between units every few seconds
scan TV systems.
impaired who can use them with sign language, and also with video relay
20
services to communicate with hearing persons. Videophones are also very
useful to those with mobility issues or those who are located in distant places
MOBILE BANKING:
payments, credit applications etc. via a mobile device such as a mobile phone
or Personal Digital Assistant (PDA). The earliest mobile banking services were
offered via SMS. With the introduction of the first primitive smart phones with
WAP support enabling the use of the mobile web in 1999, the first European
banks started to offer mobile banking on this platform to their customers [1].
Mobile banking has until recently (2010) most often been performed via
SMS or the Mobile Web. Apple's initial success with iPhone and the rapid
mobile device.
MOBILE BRANDS:
NOKIA
SONY ERICSSON
SAMSUNG
MOTOROLA
LG
SPICE
ONIDA
PHILLIPS
22
FLY
VIDEOCON
23
Sony Ericsson is a joint venture established on October 1, 2001 by the
sector. Both companies have stopped making their own mobile phones.
United Kingdom, and it has research & development teams in Lund, Sweden;
Tokyo, Japan; Mexico City, Mexico; Beijing, China and Redwood Shores, United
24
Chapter-II
States. By 2009, it
was the fourth-largest mobile phone manufacturer in the world after Nokia,
Samsung and LG. The sales of products largely increased due to the launch of
the adaptation of Sony's popular Walkman and Cyber-shot series. In 2010, its
market share had dropped to sixth place behind Research In Motion and
Apple.
Joint Venture
Industry Telecommunications
Headquaters Hammersmith,
London,
U.K
25
Area served Worldwide
Wireless systems
Hi-tech accessories
26
Employees 8450 (as of April 2010)
Ericsson AB (50%)
Website www.sonyericsson.com
27
Physical size 106 x 47 x 20 mm
Weight 115g
The Sony Ericsson K800i, and its variant, the Sony Ericsson K790, are
2006 (for the K800i in the UK market; others may vary), the phones are the
successor to the Sony Ericsson K750i. Both of the phones feature a 3.2
megapixel digital camera complete with a xenon flash, a protective lens cover,
and a new "BestPic" bracketing feature, and are the first to be tagged with the
Sony Cyber-shot branding. The new "BestPic" feature takes 9 full quality
best shots from them. On the entertainment front, the phones have a media
3GP/MPEG-4 video files. The phones also feature a RDS FM radio, and a
Memory Stick Micro (M2) slot for expandable solid state memory (up to
16GB). The K790/K800 models are also the first Sony Ericsson mobile phones
to use ATI's Imageon 2192 graphics engine, which delivers a full 3D gaming
graphics for Java and full support for its 3.2 megapixel camera. It is the phone
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Sony Ericsson XPERIA X10
29
Java Yes, via third-party application
- Digital compass
- MP4/H.263/H.264/WMV player
- MP3/eAAC+/WMA/WAV player
- Google Search, Maps, Gmail,
YouTube, Calendar, Google Talk
- Facebook and Twitter integration
- Document viewer
- Voice memo
30
Games Yes + downloadable
Colors Hearty Red, Noble Black, Havana Bronze, Silky White, Lipstick Pink, Prime Silver
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Secondary No
FEATURE Messaging SMS, MMS, Email, Instant Messaging
S Browser WAP 2.0/xHTML, HTML (NetFront)
Radio Stereo FM radio with RDS
Games Yes + downloadable
Colors Satin Black, Fusion White
GPS No
Java Yes
32
USB Yes
CAMERA Primary 1.3 MP, 1280x1024 pixels, LED flash
Video Yes
Secondary No
FEATURE Messaging SMS, EMS, MMS, Email, Instant Messaging
S Browser WAP 2.0/xHTML, HTML (NetFront)
Radio Stereo FM radio with RDS
Games Yes + downloadable
Colors Vibrant Orange, Orchid White, Universe Blue
GPS No
Java Yes, MIDP 2.0
- MP3 Player
- Predictive text input
- Organizer
BATTERY Standard battery, Li-Po 900 mAh (BST-37)
Stand-by Up to 400 h
Talk time Up to 8 h 30 min
Sony was a marginal player in the worldwide cell phone market with a
By August 2001, the two companies had finalized the terms of the
3,500 employees.
Ericsson's market share actually fell and in August 2002, Ericsson said it
would stop making mobile phones and end its partnership with Sony if the
33
said they would inject more money into the joint venture in a bid to stem the
losses.
To this end, it released several new models which had built-in digital camera
and color screen which were novelties at that time. The joint venture,
however, continued to make bigger losses in spite of booming sales. The target
date for making a profit from its first year to 2002 was postponed to 2003 to
second half of 2003. It failed in its mission of becoming the top seller of
Financial information:
Sony Ericsson posted its first profit in the second half of 2003. Since then, the
34
2006: 74.8 million units
In the third quarter of 2009, Sony Ericsson became the world's fourth
Environmental record:
company to score full marks on all chemicals criteria in the ranking. Sony
antimony, beryllium, phthalates and the very small remaining use of BFR.
However, in June 2009 launched its first GreenHeart series device, the C901,
which indirectly emits a 15% less of CO2 during its fabrication and usage,
decline. The Sony Ericsson phone sales volume grew over the first quarter but
with a modest 4.8 percent . However, it is well up to the 2009 quarter volumes
U.S.
charges (%)
Income before taxes (IBT) (Euro m.) -199 31 62
IBT excl. restructuring charges (Euro m.) -198 63 66
Net income (Euro m.) -164 12 49
Average selling price (Euro) 114 160 154
37
Bert Nordberg, President & CEO of Sony Ericsson commented, “Our
segment is succeeding and Smartphone’s now comprise more than 50% of our
models in new markets, such as China and the U.S., and it is our ambition to
become the global number one handset provider on the Android platform.”
Income before taxes for the quarter excluding restructuring charges was
programme. Net income for the quarter was Euro 49 million, an increase of
The gross margin percentage was 30% and almost doubled year-on-year,
Units shipped in the quarter were 10.4 million, a decrease of 26% year-
on-year and down 5% sequentially. Average selling price (ASP) in the quarter
38
sales for the quarter were Euro 1,603 million, essentially flat year-on-year and
a 9% decrease sequentially.
Sony Ericsson’s net cash position as of September 30, 2010 was Euro
538 million. The negative cash flow from operating activities was Euro 54
transformation programme.
Market share in unit base for the quarter remained flat sequentially and
be approximately 6%.
39
RECENT TRENDS;
XPERIA X10
BRAVIA S004
VIVAZ PRO
ASPEN
HAZEL
SATIO (IDOU)
W 705
W595S
40
W 960
MOBILE MARKET:
entertainment experiences.
Sony (esp Sony Ericsson mobiles) is one of the most recognised and
leading bands in the world today. It established its India operations in 1994
and heads its national operations from New Delhi. Since its inception, it has
41
Sony Ericsson mobiles enable you to have the same communication and
computing power that you have in the office when you're on the move. Sony
Ericsson mobiles can access the Internet, intranet, email and corporate
network wherever you are in the world. Sony Ericsson's range of mobiles and
accessories are a class apart from others. It's easy to choose a design that fits
into one's budget and lifestyle needs, for the mobiles are desinged with the
such as television and projector home video and audio, digital photography, IT
42
RESPONDENTS
PROFILE
43
CHAPTER - III
AGE
PARTICULARS NO.OF.RESPONDENTS PERCENTAGE
BELOW 25 YEARS 17 68
ABOVE 25 YEARS 6 24
30-40 YEARS 2 8
TOTAL 25 100
Inference:
68% are below 25years, 24% are above 25years of age and 8% remaining
EDUCATION
PARTICULARS NO.OF.RESPONDENTS PERCENTAGE
10th/12th 5 20
44
UG/PG 16 64
DIPLOMA 3 12
OTHER 1 4
TOTAL 25 100
Inference:
The above table insists that 20% are in the category of (10th/12th), 64%
are in the category of (UG/PG) holders, 12% are the diploma holders and
MARITAL STATUS
S
Married 5 20
Unmarried 20 80
45
TOTAL 25 100
Inference:
MONTHLY INCOME
PARTICULARS NO.OF.RESPONDENTS PERCENTAGE
Nil 9 36
Below 7500 10 40
7500-15000 5 20
Above 15000 1 4
TOTAL 25 100
Inference:
46
Income wise classification of the respondents shows that 36% are
OCCUPATIONAL DETAILS
PARTICULARS NO.OF.RESPONDENTS PERCENTAGE
Business Man 7 28
Employer 5 20
Student 12 48
Others 1 4
TOTAL 25 100
Inference:
47
Analysis
&
Interpretation
48
CHAPTER IV
PRICE
Particulars No. of percentage
respondents
Highly satisfied 8 32
Satisfied 16 64
Neither Satisfied nor Dis- 1 4
satisfied
Dis-satisfied - -
Highly Dis-satisfied - -
Total 25 100
Inference:
The above table reveals that 32% of respondents are highly satisfied
49
CLARITY
Particulars No. of Percentage
respondents
Highly satisfied 14 56
Satisfied 10 40
Neither Satisfied nor Dis- 1 4
satisfied
Dis-satisfied - -
Highly Dis-satisfied - -
Total 25 100
Inference:
respondents
Highly satisfied 2 8
50
Satisfied 14 56
Neither Satisfied nor Dis- 7 28
satisfied
Dis-satisfied 1 4
Highly Dis-satisfied 1 4
Total 25 100
Inference:
VARIABILITY (MODEL)
Particulars No. of percentage
respondents
Highly satisfied 5 20
Satisfied 13 52
Neither Satisfied nor Dis- 5 20
satisfied
Dis-satisfied 1 4
Highly Dis-satisfied 1 4
51
Total 25 100
Inference:
The above table shows that 20% are highly satisfied,52% are
SERVICE COST
Particulars No. of percentage
respondents
Highly satisfied 3 12
Satisfied 7 28
Neither Satisfied nor Dis- 8 32
satisfied
Dis-satisfied 6 24
Highly Dis-satisfied 1 4
Total 25 100
Inference:
The above table shows that 12% are highly satisfied,28% are
52
Satisfied, 32% are neither satisfied nor dis-satisfied,24% are dis-satisfied
PERFORMANCE
Particulars No. of Percentage
respondents
Highly satisfied 6 24
Satisfied 13 52
Neither Satisfied nor Dis- 4 16
satisfied
Dis-satisfied 1 4
Highly Dis-satisfied 1 4
Total 25 100
Inference:
The above table shows that 24% are highly satisfied on,52% are
53
WITH STANDING BATTERY
Particulars No. of Percentage
respondents
Highly satisfied 3 12
Satisfied 7 28
Neither Satisfied nor Dis- 5 20
satisfied
Dis-satisfied 4 16
Highly Dis-satisfied 6 24
Total 25 100
Inference:
Satisfied, 28% are satisfied, 20% are neither satisfied nor dis-satisfied,
54
respondents
Highly satisfied 5 20
Satisfied 10 40
Neither Satisfied nor Dis- 7 28
satisfied
Dis-satisfied 3 12
Highly Dis-satisfied - -
Total 25 100
Inference:
Satisfied, 40% are satisfied, 28% are neither satisfied nor dis-satisfied,
RESALE VALUE
Particulars No. of Percentage
respondents
Highly satisfied - -
Satisfied 3 12
Neither Satisfied nor Dis- 1 4
satisfied
55
Dis-satisfied 11 44
Highly Dis-satisfied 10 40
Total 25 100
Inference:
SOUND QUALITY
Particulars No. of Percentage
respondents
Highly satisfied 13 52
Satisfied 11 44
Neither Satisfied nor Dis- 1 4
satisfied
Dis-satisfied - -
Highly Dis-satisfied - -
Total 25 100
Inference:
56
Satisfied, 44% are satisfied, 4% are neither satisfied nor dis-satisfied,
PICTURE RESOLUTION
Particulars No. of Percentage
respondents
Highly satisfied 6 24
Satisfied 13 52
Neither Satisfied nor Dis- 5 20
satisfied
Dis-satisfied 1 4
Highly Dis-satisfied - -
Total 25 100
Inference:
Satisfied, 52% are satisfied, 20% are neither satisfied nor dis-satisfied,
57
CAMERA MEGAPIXEL
Particulars No. of percentage
respondents
Highly satisfied 17 68
Satisfied 6 24
Neither Satisfied nor Dis- 1 4
satisfied
Dis-satisfied 1 4
Highly Dis-satisfied - -
Total 25 100
Inference:
EARPHONE QUALITY
Particulars No. of Percentage
58
respondents
Highly satisfied 17 68
Satisfied 4 16
Neither Satisfied nor Dis- 4 16
satisfied
Dis-satisfied - -
Highly Dis-satisfied - -
Total 25 100
Inference:
Satisfied on ear phone quality, 16% are satisfied, 16% are neither satisfied
respondents
Highly satisfied - -
Satisfied 14 56
Neither Satisfied nor Dis- 9 36
satisfied
Dis-satisfied 1 4
Highly Dis-satisfied 1 4
59
Total 25 100
Inference:
Satisfied, 56% are satisfied, 36% are neither satisfied nor dis-satisfied,
MOBILE INTERNET
Particulars No. of Percentage
respondents
Highly satisfied 10 40
Satisfied 7 28
Neither Satisfied nor Dis- 5 20
satisfied
Dis-satisfied 1 4
Highly Dis-satisfied 2 8
Total 25 100
Inference:
60
The above table categorize that 40% of respondents are highly
Satisfied on Mobile internet, 28% are satisfied, 20% are neither satisfied
“3G” FACILITY
Particulars No. of Percentage
respondents
Highly satisfied 8 32
Satisfied 14 56
Neither Satisfied nor Dis- 3 12
satisfied
Dis-satisfied - -
Highly Dis-satisfied - -
Total 25 100
Inference:
“3G” facility,56% are satisfied,12% are neither satisfied nor dis-satisfied and
61
SYNCHORONIZE UTILITES
Particulars No. of Percentage
respondents
Highly satisfied 2 8
Satisfied 11 44
Neither Satisfied nor Dis- 4 16
satisfied
Dis-satisfied 6 24
Highly Dis-satisfied 1 4
Total 25 100
Inference
Satisfied, 44% are satisfied, 16% are neither satisfied nor dis-satisfied,
EMMISSION OF RADIATIONS
62
Particulars No. of Percentage
respondents
Highly satisfied 4 16
Satisfied 11 44
Neither Satisfied nor Dis- 7 28
satisfied
Dis-satisfied 2 8
Highly Dis-satisfied 1 4
Total 25 100
Inference:
Satisfied, 44% are satisfied, 28% are neither satisfied nor dis-satisfied,
MODEM CONNECTIONS
Particulars No. of Percentage
respondents
Highly satisfied 8 32
Satisfied 9 36
Neither Satisfied nor Dis- 6 24
63
satisfied
Dis-satisfied 1 4
Highly Dis-satisfied 1 4
Total 25 100
Inference:
Satisfied, 36% are satisfied, 24% are neither satisfied nor dis-satisfied,
SPARE COSTS
Particulars No. of Percentage
respondents
Highly satisfied - -
Satisfied 6 24
Neither Satisfied nor Dis- 4 16
satisfied
Dis-satisfied 8 32
Highly Dis-satisfied 7 28
Total 25 100
Inference:
64
Satisfied, 24% are satisfied, 16% are neither satisfied nor dis-satisfied,
32% are dis-satisfied and remaining 28% are highly dis-satisfied on the
respondents
Highly satisfied 12 48
Satisfied 9 36
Neither Satisfied nor Dis- 2 8
satisfied
Dis-satisfied 2 8
Highly Dis-satisfied - -
Total 25 100
Inference:
65
TRENDS
Particulars No. of Percentage
respondents
Highly satisfied 3 12
Satisfied 11 44
Neither Satisfied nor Dis- 5 30
satisfied
Dis-satisfied 6 24
Highly Dis-satisfied - -
Total 25 100
Inference:
Satisfied, 44% are satisfied, 30% are neither satisfied nor dis-satisfied,
24% are dis-satisfied and nil% are highly dis-satisfied on the criteria
Trends.
respondents
66
Highly satisfied 5 20
Satisfied 10 40
Neither Satisfied nor Dis- 3 12
satisfied
Dis-satisfied 7 28
Highly Dis-satisfied - -
Total 25 100
Inference:
Satisfied, 40% are satisfied, 12% are neither satisfied nor dis-satisfied,
28% are dis-satisfied and nil% are highly dis-satisfied on the criteria
respondents
Highly satisfied 3 12
Satisfied 8 32
Neither Satisfied nor Dis- 8 32
satisfied
Dis-satisfied 2 8
Highly Dis-satisfied 4 16
67
Total 25 100
Inference:
The above table Reveals that 12% are highly satisfied on the
GRADE
Particulars No. of Percentage
respondents
Highly satisfied 4 16
Satisfied 16 64
Neither Satisfied nor Dis- 4 16
satisfied
Dis-satisfied 1 4
Highly Dis-satisfied - -
Total 25 100
Inference:
68
Satisfied, 64% are satisfied, 16% are neither satisfied nor dis-satisfied,
CHAPTER – V
FINDINGS
It is found from the study, 65% of the respondents are below the age
group of 25 years.
Rs.7500 (40%)
69
Majority of the respondents are satisfied with the price of the
mobile(64%)
Majority of the respondents are highly satisfied with the clarity feature
(52%)
economy (56%)
Majority of the respondents are satisfied with the service cost of the
mobile (32%)
Majority of the respondents are dissatisfied with the spare parts cost of
the mobile (32%)
70
Majority of the respondents are satisfied with the picture resolution
(52%)
Majority of the respondents are highly satisfied with the camera mega
pixel (68%)
Majority of the respondents are highly satisfied with the ear phone
quality (68%)
utilities (56%)
Majority of the respondents are highly satisfied with the mobile internet
(40%)
(44%)
connections(36%)
71
Majority of the respondents are satisfied with the trends of mobiles
(44%)
Majority of the respondents are highly satisfied with the availability and
economy(48%)
extension (32%)
Majority of the respondents are satisfied with the grade criteria (64%)
SUGGESTIONS
Based on the findings of the study the following suggestions are made ;
72
Spare cost are to be at a reasonable price
ericsson mobiles
CONCLUSION
mobiles insists that more consumer had satisfied on camera mega pixel, sound
quality, picture resolution, clarity and audio & video messaging. And hence
sony ericsson mobiles has a drawbacks of low battery capacity, high prices,
73
low resale value, less durability of keypad and high spare cost. However Sony
74
75
APPENDIX
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