MINOR PROJECT REPORT SUBMITTED TOWARD THE PARTIAL FULFILLMENT OF

BACHELOR OF BUSINESS ADMINISTRATION

MINOR PROJECT REPORT-I

ON

Study of Customer Satisfaction Towards Samsung’s Goods And Services

Batch: 2022-2025

Submitted By Project Guide

Name of student: Sayyed Abdul Ghani Name of The Guide: Pramod Kumar Nayak

Enrollment No: 08319501722 Designation: Associate Director

Don Bosco Institute of Technology

Affiliated to Guru Gobind Singh Indraprastha University, New Delhi

I
 CERTIFICATE

TO WHOM SO EVER IT MAY CONCERN

This is to certify that the project work “Study of Customer Satisfaction towards
Samsung Products ” made by Sayyed Abdul Ghani, course BBA, Enrolment no:
08319501722 is an authentic work carried out by his/her under the guidance and
supervision of Dr. Pramod Kumar Nayak

The submitted project report has been found satisfactory for the partial fulfillment
of the Bachelor of Business Administration degree.

Project Supervisor: Pramod Kumar Nayak

Signature:

Name:

2
 ACKNOWLEDGEMENT

In particular, I acknowledge my sincere feeling towards my mentors who

graciously gave me their time and expertise.

They have provided me with valuable guidance, sustained efforts, and a friendly
approach. It would have been difficult to achieve the results in such a short period
without their help.

I deem it my duty to record my gratitude toward the Project supervisor

Dr. Pramod Kumar Nayak who devoted his/her precious time to interact,
guiding, and giving me the right approach to accomplish the task also helped me to
enhance my knowledge and understanding of the project.

Signature:

Name of Student: Sayyed Abdul Ghani

Enrollment. No: 08319501722

Course: BBA

Class/Section: A

Semester: 2nd

3
 DECLARATION

I hereby declare that the following documented Project report titled “Study of
Customer Perception Towards Samsung Products” is an original and authentic
work done by me for the partial fulfillment of my Bachelor of Business
Administration degree program.

I hereby certify that all the Endeavour put in the fulfillment of the task are genuine
and original to the best of my knowledge & I have not submitted it earlier
elsewhere.

Signature:

Name of Student: Sayyed Abdul Ghani

Enrolment No:08319501722

Course: BBA

Class / Section: A

Semester: 2nd

Index
4
 S.No Particulars Page
No.
1. Chapter: 1 (Introduction & Literature Review) 8-21

➢ Introduction
➢ History

(Theoretical concept about the topic such as Importance,

Functions, Types and Roles) etc.

2. Chapter: 2 (Research Objectives & Methodology) ➢ Research 23-28

Objective of the study
➢ Research Methodology
➢ Research Design

• Types of research design ➢ Data collection

• Sources of data collection (Primary & Secondary)

3. Chapter: 3(Data processing Analysis & Interpretation) ➢ Data 30-35

Processing
➢ Analysis of the problem under study
➢ Interpretation of the result

4. Findings 36

5. Limitations And Suggestion 37-39

5
6. Conclusion 40

7. Bibliography 41

6
 Chapter – 1
(Introduction and
Literature Review)

7
Introduction

Samsung is a multinational company with headquarters in South Korea that

operates in a variety of markets, including electronics, appliances, buildings, and
insurance. The company, which has one of the highest revenue levels in the world,
employs hundreds of thousands of people all over the world.

High-quality electronic products, including smartphones, televisions, household

appliances, and computer parts, are all associated with the Samsung brand. In
Seoul, South Korea, Lee Byung-Chul established the business in 1938 as a trading
firm. Since then, it has rapidly expanded into a variety of industries.

Samsung's smartphones, which battle with Apple's Samsung for market

supremacy, are currently possibly its most well-known products. With its most
recent models, Samsung's Galaxy series of smartphones has established itself as a
household name.

Samsung is committed to complying with local laws and regulations as well as

applying a strict global code of conduct to all employees. It believes that ethical
management is not only a tool for responding to the rapid changes in the global
business environment, but also a vehicle for building trust with its various
stakeholders including customers, shareholders, employees, business partners, and
local communities. To become one of the most ethical companies In the world,
Samsung continues to train its employees and operate monitoring systems, while
practicing fair and transparent corporate management.

8
Mission & Approach

1. Supporting people to be their best

Based on human resources & technologies
· Make the extension of human resource development and technical superiority
with management principles.
· Increase the synergy effect of the whole management system through human
resources and technologies.

2. Internal Goals
Create the best products and services
· Create the products and services that give customers the best satisfaction
· Retain the 1st position in the world in the same line of business

3. Beyond Samsung
· Contribute to common interests and a rich life
· Perform the mission statement by a member of the community

9
The Values That Define Samsung's Spirit


People
Quite simply, a company is its people. At Samsung, we’re dedicated to
giving our people a
a wealth of opportunities to reach their full potential.


10
 Excellence
Everything we do at Samsung is driven by an unyielding passion for
excellence and an
an unfaltering commitment to developing the best products and services on
the market


Change
As we have done since our foundation, we set our sights on the
future, anticipating market
needs and demands so we can steer our company toward long-term success.


Integrity
Operating ethically is the foundation of our business. Everything we do is
guided by
a moral compass that ensures fairness, respect for all stakeholders,
and complete
transparency.
11
 

Co-prosperity
Samsung is committed to becoming a socially and
environmentally responsible corporate
citizen in all of its communities worldwide.

12
Five Samsung Business Principles

1. We Comply With Laws And Ethical Standards.

We Respect The Dignity And Diversity Of Individuals.
We respect the basic human rights of all people. Forced labor, wage exploitation,
and child slavery are not allowed under any circumstances. We do not discriminate
against nationality, race, gender, religion, etc., and treat all stakeholders and parties
like customers or employees.

We Compete Fairly In Accordance To Law And Business Ethics.

We comply with all rules of other countries and regional communities, respect
market competition order, and compete fairly. We do not make unfair profits by
unlawful means from bad trade ethics. We do not give or take compensation gifts,
bribes or treat people while conducting business activities.

We Maintain Transparent Accounting Through Accurate Accounting

Records.

We record and manage all transactions accurately to make all stakeholders clearly
understand our business activities comply with accounting standards that are used
internationally, as well as accounting regulations of each country. As prescribed by
law, we are transparent with company information and the main aspects of
management, such as financial changes in the company.

We Do Not Intervene In Politics And Maintain Neutrality.

We respect the political rights and political decisions of a person and do not
conduct political activity within the company. We do not use the company’s funds,
manpower, facilities, etc. for political purposes.

2. We Maintain A Clean Organizational Culture.

13
We Strictly Keep One’s Private And Public Life Separate From All
Business Activities.
In the case of a conflict between the company and a person, we give priority to the
company’s legal interests. We do not espouse personal interests using the
company’s property and own position and are not involved in any inappropriate
activities such as misuse or embezzlement of the company’s assets. We do not
have dealings with marketable securities like the buying and selling of stocks using
officially acquired information.

We Protect And Respect The Intellectual Property Of The Company

And Other People.
Intellectual property and confidential information do not leave the company
without prior permission or approval. We respect the intellectual property of others
and are not involved in any acts of infringement like unauthorized use,
reproduction, distribution, changes, etc.

We Create A Healthy Atmosphere.

We do not allow any behavior that could harm healthy peer relationships such as
sexual harassment, money transactions, or violence. We do not form factions that
could cause incompatibility inside the group nor do we organise private groups.

3. We Respect Customers, Shareholders, And Employees.

We Make Customer Satisfaction Our Top Priority.
We provide products and services that meet the needs and expectations of
customers. We have a sincere and friendly relationship with our customers and
accept suggestions and complaints with modesty. Also, we respect and honor
information.

We Pursue Shareholder Value-Oriented Management.

We provide long-term benefits to shareholders through reasonable investments and
improvement of operational efficiency. We create stable benefits through steady

14
management activities and enhance the company’s market value. Moreover, we
respect the shareholders’ rights, reasonable demands, and ideas.

We Make Efforts For The Improvement Of The ‘Quality Of Life’

Of Our Employees.
We provide equal opportunities to all employees and treat them fairly according to
their abilities and performance. We recommend continuous self-development of
employees and support the improvements required to carry out duties. In addition,
we make a work environment that can work autonomously and creatively.

4. We Care For The Environment, Safety And Health.

We Pursue Eco-Friendly Management.
We comply with international standards concerning environmental protection,
related acts, and subordinate statute and internal regulations. We make constant
efforts for environmental protection in all business activities such as development,
manufacturing, sales, etc. We take the lead in the effective use of resources, like
resource recycling.

We Put Emphasis On People’s Safety And Health.

We comply with international standards concerning safety, related acts and
subordinate statutes, and internal regulations. We obey safety regulations, create a
comfortable work environment, and prevent negligent accidents.

5. We Are Socially Responsible Corporate Citizens.

We Perform Basic Obligations Faithfully As Enterprise Citizens.
We make an effort to raise faith in the company’s responsibility and obligation as a
member of the regional community. We work hard for safe employment creation
and sincerely understand the responsibility of tax payments.

We Build Relationships Of Co-Existence And Co-Prosperity With

Business Partners.
15
We form two-way relationships based on mutual trust with our business partners
and recognize them as strategic collaborators. We pursue collective growth and
strive to strengthen the competitiveness of our partners through ethical and lawful
support.

We Respect The Present Social And Cultural Characteristics And

Have Cooperative Management (Mutual Prosperity/Cooperation).
We respect the laws, culture, and values of the regional community and contribute
to the improvement of the quality of life. We keep an eye on developing a healthy
society through public interest activities such as intellectual and artistic study,
culture, sports activities, etc. We actively participate in social service activities like
volunteer work, disaster relief, etc.

16
Get To Know The CEO’s

Han, Jong Hee

 Vice Chairman & CEO [2022~Present]

 Vice Chairman & Head, Device Experience [2021~Present]
 President & Head, Visual Display Business [2017~2021]
 Head, R&D Team, Visual Display Business [2015~2017]
 Head, R&D Office, Visual Display Business [2013~2015]
 Head, Product R&D Team, Visual Display Business [2011~2013]

17
Kyung, Kye Hyun
 President & CEO [2022~Present]
 President & Head, Device Solutions [2021~Present]
 CEO, Samsung Electro-Mechanics Co., Ltd. [2020~2021]
 Head, Solution Product & Development, Memory Business [2018~2020]
 Head, Flash Product & Development, Memory Business [2015~2018]
 Head, Flash Design Team, Memory Business [2011~2015]

18
History

1979-1969

Company’s Founding And Growth Into A Total Consumer

Electronics Provider
Shortly after its founding in 1969, Samsung Electronics quickly became one of
South Korea’s leading manufacturers. Its early growth was attributed to the fact
that the domestic consumer electronics industry was just starting to take off, and
the company began exporting its products. During this time, Samsung also
acquired Korea Semiconductor, the first wafer processing company to be
established in Korea, paving the way for Samsung to become a leader in
semiconductor manufacturing.

1987-1980

Becoming A High-Tech Company

In the 1980s, Samsung established a new corporate identity focused on securing its
technology, strengthening its R&D, expanding its semiconductor business into the
advanced VLSI field, and operating a telecommunications business through the
Korea Telecommunication Company. It also launched its first global production
subsidiary in Portugal and increased its overseas sales subsidiaries to establish
itself as a global company.

19
1997-1988

Competing In The Global Market And Its Focus On Quality

Control
In 1988, Samsung Electronics established itself on the world stage following its
merger with Samsung Semiconductor & Telecommunications. Led by the mantra
“Quality First,” the company produced competitive products for a demanding
market and became a household name around the world as an official partner of the
Olympic Games. It also established itself as a global leader in semiconductors
based on the strength of its DRAM technology.

2007-1998

Leading The Transition Into The Digital Age, Samsung Becomes

One Of The World’s Top Three Electronics Companies
In the late 1990s, Samsung Electronics successfully overcame the Asian Financial
Crisis through rigorous restructuring, a commitment to innovation, and by actively
responding to rapid changes brought about by the digital convergence era. Led by
its quality-first approach, the company continued to strengthen the soft
competitiveness of its designs and brand. It also continued to expand its portfolio
of components and products, ultimately reaching No. 1 in the global NAND flash
market in 2002 and the TV market in 2006. By 2007, with $100 billion in sales,
Samsung had established itself as one of the world’s top three consumer
electronics firms.

20
2017-2008

Becoming The World’s Largest Electronics Company Through A

Commitment To Creativity, Autonomy, And Open Innovation
In the aftermath of a global financial crisis, Samsung Electronics leaned into its
culture of creativity and autonomy and an organizational structure that saw each
business division manage independently to thrive during a tumultuous period.
Samsung remained resilient and strengthened its competitiveness with software
competency and patent management while unlocking new growth engines through
open innovation such as creative M&As.
In 2010, it became the world’s largest electronics company in terms of sales,
placing it at the center of the global electronics industry.

Present-2018

Embracing New Challenges To Sustaining Our Legacy

After posting record sales and operating profits the previous year, Samsung
Electronics set its sights on a new challenge as it celebrated its 50 th anniversary in
2019. Since then, Samsung has continually strived to become No. 1 in the system
semiconductor industry while simultaneously driving growth in areas such as AI
and 5G.
The company has continued to innovate to remain a world leader in memory
semiconductors, TVs, and smartphones.
In 2019, Samsung also declared its new CSR vision: “Together for Tomorrow!
Enabling People.” The strategy outlined the company’s commitments as a global
corporate citizen, articulating how Samsung strives to fulfill its social
responsibilities and the ethos the company will adopt for the next century and
beyond.

21
 Chapter – 2
(Research Objective And Methodology)

22
Research Objective Of The Study

The objective of the study is to explore and understand customers'

perceptions of goods and services of Samsung. The research aims to
investigate the following:

1. To identify the level of satisfaction among Samsung users in terms of

features, design, and overall experience.

2. To analyze the impact of brand loyalty and perceived value on user

satisfaction with Samsung.

3. To compare the level of satisfaction among different Samsung models and

versions.

4. To explore the relationship between customer service and user satisfaction

with Samsung.

5. To identify areas for improvement in Samsung design and features based

on user feedback.

23
Research Methodology

The research methodology for the study of customer perception towards

advertising in Samsung will involve the following steps:

1. Descriptive Research: the design will be used in the study to explore and
comprehend consumers' perspectives on Samsung products.
2. Sampling: To choose a sample of clients who utilize Samsung products, a
convenience sampling technique will be utilized. A power analysis will be
used to calculate the sample size to make sure it is statistically significant.
3. Data Collection: Primary information will be gathered through an online
survey form. Customers' impressions of Samsung products, their behavior
towards them, and the variables influencing those perceptions will all be
covered by the questionnaire. To confirm the validity and reliability of the
survey, a pre-test will be conducted.
4. Data Analysis: Descriptive statistics like means, frequencies, and
percentages will be used to analyze the acquired data. Customers' opinions
of Samsung products and their purchase behavior will be compared using
inferential statistics, such as correlation and regression analysis.
5. Ethics: Throughout the course of the research, ethical issues will be taken
into account. Participants informed consent will be acquired, and their
privacy and confidentiality will be upheld.
6. Conclusion And Suggestions: Based on the study's findings, suggestions
and insights for businesses on how to improve their Samsung advertising
strategy will be offered as its conclusion.

24
Research Design

Customer perception of Samsung products will be studied using a descriptive

research design. By describing consumers' attitudes, beliefs, and behaviors around
Samsung products, this design seeks to examine and comprehend consumers'
opinions of it.

Data will be gathered for the study using a cross-sectional research approach,
where information is gathered all at once. A power analysis will be used to
calculate the sample size to make sure it is statistically significant. The technique
of convenience sampling will be used to choose a sample of users of Samsung
utensils.

An online survey questionnaire will be used to gather information about how

customers perceive Samsung, how they behave when it is used, and the variables
that affect how they perceive it. To confirm the validity and reliability of the
survey, a pre-test will be conducted.

Utilizing descriptive statistics like means, frequencies, and percentages, the

gathered data will be examined. Customers' opinions of Samsung advertising and
their purchase behavior will be compared using inferential statistics, such as
correlation and regression analysis.

The study procedure will be conducted with ethical issues in mind. Participants
informed consent will be acquired, and their privacy and confidentiality will be
upheld.

The study will conclude by offering suggestions and insights for companies on
how to enhance their Samsung advertising campaigns in light of the research's
findings.

25
Type Of Research Design

A descriptive research design will be used to examine how consumers perceive

Samsung. The goal of this design is to explain the attitudes, convictions, and
actions of consumers toward Samsung.

Descriptive research can be cross-sectional or longitudinal. In this study, data will

be gathered at a particular point in time using a cross-sectional research design.
Due to the huge sample size that may be used in this design, the results may be
more generally applicable.

Additionally, a quantitative research design, which entails the gathering and

examination of numerical data, will be used in the study. With the help of
statistical analysis, it is possible to find trends and connections between different
factors, such as how customers view Samsung goods and services and how they
behave while making purchases.

Closed-ended questions will be included in an online survey questionnaire that will

be used to gather data to facilitate the analysis of quantitative data. Customers'
impressions of, their behavior towards it, and the variables influencing those
perceptions will all be covered by the questionnaire.

To gather and analyze quantitative data on consumers' perceptions of Samsung

products, the study of customer perception towards Samsung will employ a
descriptive, cross-sectional, and quantitative research design.

26
Data Collection

The major technique of data collection for the study of consumer perceptions of
Samsung products will be an online survey questionnaire.

Customers' impressions of Samsung, their behavior towards it, and the variables
influencing those perceptions will all be covered by the questionnaire. To confirm
the validity and reliability of the survey, a pre-test will be conducted.

Closed-ended questions will make up the questionnaire, making it easier to analyze

quantitative data. The objectives of the questions are to gather data on the
following subjects:

1. Demographics: To better understand the characteristics of the sample,

demographic data on age, gender, income, and education will be gathered.
2. Perceptions of Samsung: A series of questions will be used to gauge how
customers feel about Samsung, including their level of acceptance and
openness.
3. Perception-Influencing Factors: Questions will be created to identify the
elements, such as the ad's relevancy, the source's authority, and the degree of
personalization, that affect consumers' impressions of Samsung gadgets.
4. Consumer Purchase Habits: To evaluate consumers' purchasing habits in
connection to Samsung, questions will be developed.

The study procedure will be conducted with ethical issues in mind. Participants
informed consent will be acquired, and their privacy and confidentiality will be
upheld.

The online survey questionnaire will be distributed to a convenience sample of

customers who use Samsung platforms. The sample size will be determined using a
power analysis to ensure that it is statistically significant.

27
Sources of Data Collection (Primary & Secondary)

Data gathering methods for the study of consumer perceptions of Samsung will
include both primary and secondary sources.

An online survey questionnaire will be used to gather primary data, and it will be
designed to find out how customers feel about Samsung advertising, how they
behave when it is used, and what influences those feelings. A convenient sample of
customers who utilize Samsung goods and services will receive the questionnaire.
Descriptive and inferential statistics will be used to analyze the primary
information obtained through the questionnaire.

Through a review of the existing literature on Samsung and consumer attitudes

toward it, secondary data will be gathered. This will entail a thorough search of
scholarly journals, business reports, and other pertinent information sources. The
secondary data will be used to expand upon and corroborate the conclusions drawn
from the original data collection as well as to provide the study with a more
comprehensive perspective.

The utilization of both primary and secondary data collection techniques will
enable a thorough understanding of consumers' perceptions of Samsung. While the
secondary data collection method will provide a broader context for the study and
support the findings from the primary data collection method, the primary data
collection method will provide specific information on customers' attitudes and
behaviors toward Samsung.

28
 Chapter-3

(Data Processing, Analysis & Interpretation)

29
 Questionnaire

1. Your name ______________

2. Email Address_____________
3. Have you or anyone in touch with you ever used any Samsung goods or
services?
o Yes
o No

4. What was your or there's the level of satisfaction concerning features,

design, and overall experience while using Samsung products?
o Up to the expectations
o Fairly Enough
o Below expectations
5. According to you, which price range of the Samsung product is most
beneficiary for you?
o High Range
o Medium Range
o Low Range
6. As a customer, how much does brand loyalty matter to you?
o Not so much
o Brands should show at least some respect for their customer's
wants
o Very much
7. How many times has Samsung been able to resolve issues faced by you
with its products or service?
o Every Time
o Sometimes they do, sometimes they cannot
o Not at all
8. Tips for improvement in the Samsung products about features, designs,
service, or any other field

30
 o

31
 1. Have you or anyone in touch with you ever used any Samsung goods or
services?

Options No. Of Respondents Percentage

Yes 11 100%

No 0 0%

Interpretation

32
The responses show us to be completely on the side of yes which means that
Samsung has a strong grip on customer trust which can be seen with the 100%
result.

2. What was your or there's the level of satisfaction concerning features,

design, and overall experience while using Samsung products?

1. Options No. Of Respondents Percentage

Up to The expectation 8 72.7%

Fairly enough 3 27.3%

Below Expectation 0 0%

Interpretation

33
It can be seen that Samsung can satisfy the average consumer's wants but they are
not up to the mark.

34
 3. According to you, which price range of the Samsung product is most
beneficiary for you?

Options No. Of Respondents Percentage

High Range 8 72.7%

Medium Range 3 27.3%

Low Range 0 0%

Interpretation

Since India’s most of the population belongs to the middle class, the result is quite
reasonable that 72.7% of the respondents chose medium-range products.

35
36
4. As a customer, how much does brand loyalty matter to you?

Options No. Of Respondents Percentage

Not So Much 5 45.5%

Brand Should Show At 3 27.3%

least Some Respect To
Its Customer Wants

Very Much 3 27.3%

Interpretation

We can see a very diversified response from the people but the majority tends to be
on the neutral side.

37
Therefore it is ok to say that in modern times people do not want any social
relationships until and unless they are getting quality products.

5. How many times has Samsung been able to resolve issues faced by
you with its products or service?

Options No. Of Respondents Percentage

Every Time 3 27.3%

Sometimes They Do 6 54.5%

Sometimes They Do
Cannot

Not At All 2 18.2%

Interpretation

38
 It is quite surprising to see that even though Samsung is a veteran player in
the Indian technological market, still people are not completely satisfied
with the service.

Findings

It might be because of :

1. Innovation: Samsung has a long history of introducing innovative features

and technologies in their mobile devices. They were among the first to
introduce the concept of the "phablet" with their Galaxy Note series, and
they have continued to push the boundaries of what is possible with their
devices.

2. Quality: Samsung strongly emphasizes quality in all of its products, and its
mobile phones are no exception. They use high-quality materials and
components to ensure that their phones are durable and reliable.

3. Marketing: Samsung has invested heavily in marketing their mobile

phones, with high-profile advertising campaigns and product launches. This
has helped to build brand awareness and establish Samsung as a leader in the
industry.

4. Wide Range Of Products: Samsung offers a wide range of mobile phones,

from budget devices to high-end flagship models. This allows them to cater
to a broad range of customers with different needs and budgets.

39
 5. Global Reach: Samsung is a global company with a strong presence in
many markets around the world. This gives them a significant advantage in
terms of distribution and customer reach.

40
 Limitations

Samsung is one of the largest technology companies in the world and

produces a wide range of products, including smartphones, TVs, laptops,
and home appliances. While Samsung products are generally well-regarded,
they do have some limitations that consumers should be aware of. Here are a
few examples:

1. Battery Life: Samsung smartphones have been criticized for their battery
life, which tends to be shorter than some competitors. While Samsung has
made improvements in recent years, some users may still find that they need
to recharge their phones more often than they would like.

2. Software Updates: Samsung has been criticized for its slow rollout of
software updates, particularly for older devices. This can be frustrating for
users who want to take advantage of new features and security updates.

3. Bloatware: Samsung devices often come preloaded with a lot of apps that
users may not want or need. While some of these apps can be uninstalled,
others are permanent and take up valuable storage space.

4. Price: Samsung products are often more expensive than those of some
competitors, particularly in the premium segment. While Samsung devices
are generally well-regarded, consumers may find that they can get similar
features and performance from a lower-priced alternative.

5. Durability: Some Samsung devices, particularly smartphones, have been

criticized for their durability. While Samsung has made improvements in
this area in recent years, some users may still find that their device is more
prone to damage than they would like.

41
 Suggestions and Recommendations

1. Invest in Research and Development: As a technology company, Samsung

should continue to invest heavily in research and development to stay ahead
of the competition. This means funding innovation in new products,
technologies, and manufacturing processes to stay relevant in the fast-
changing tech landscape.

2. Focus on Sustainability: Companies like Samsung should prioritize

sustainable practices as the world becomes more environmentally conscious.
Samsung should explore eco-friendly manufacturing processes, reduce
waste, and invest in renewable energy to reduce its carbon footprint.

3. Strengthen Customer Support: Samsung should focus on enhancing its

customer support to provide a better experience for its users. This includes
investing in faster response times, improving the quality of customer service
representatives, and providing better resources for customers to troubleshoot
problems.

4. Improve Security Measures: With the increasing frequency of

cybersecurity threats, Samsung should continue to invest in improving the
security measures of its products. This includes ensuring that software and
firmware updates are regularly released to address vulnerabilities and
adopting strong encryption protocols to safeguard user data.

5. Expand into New Markets: Samsung should consider expanding into new
markets to increase its revenue streams. This could involve entering new
geographical markets or developing new product categories to diversify its
offerings.

42
 6. Foster a Positive Company Culture: Samsung should prioritize fostering
positive company culture. This includes promoting diversity and inclusion,
supporting employee development and training, and creating a supportive
work environment that promotes work-life balance. By doing so, Samsung
can attract and retain the best talent, and continue to innovate and grow as a
company.

43
 Conclusion

Samsung started to be a semiconductor-producing company but with time

passing by, it became a Big Clasher of industry.

If we conclude all of the above-discussed facts, we can say that a customer

would be more than satisfied to have a Samsung product within its reach
whether it could be as small as a mobile phone to a washing machine.

Although, Samsung is being there in the market for a pretty long time, with
many products, people, and market types, are changed but it still needs many
things to learn and apply, and many things are yet to be changed.

44
Bibliography

https://www.samsung.com/in/about-us/company-info/

https://www.britannica.com/topic/Samsung-Electronics

https://www.forbes.com/companies/samsung-electronics/

45
 Annexure

46
47