52952623 Market Research on Nokia

8/13/2019 52952623 Market Research on Nokia

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Market Research on-A

Study of Thesatisfaction level of

NokiaUsers

Market Research on-A Study of The satisfaction level of Nokia

Users

O :BJECTIVES

1.T NO STUDY THE SATISFACTION LEVEL OF THE USER OF OKIAP .MOBILE HONE

2.TO STUDY THE EFFECTIVE THE SATISFACTION LEVEL OF THE USERN .OF OKIA PHONE

PGDM-!"!-"

Section #

Grou$% "

Submitted By:

Debajyoti Ghosh Hazra

Krishna GopalAnjani Deepika

Deepti Sharma

Rajesh Singh Choudhary

a!endu kumar

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#ha$ter " - &ntroduction

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Dr' Martin #oo$er of Motorola( )ade the first US analo*ue )o+ile $hone call on a lar*er$rototy$e )odel in ",.' /n A$ril .( ",.( Motorola e)$loyee Dr' Martin #oo$er $laced a call to

Dr' 0oel S' 1n*el( head of research at AT2T3s 4ell 5a+s( 6hile 6alkin* the streets of Ne6 7ork

#ity talkin* on the first Motorola Dynastic $rototy$e in front of re$orters' Motorola has a lon*history of )akin* auto)otive radios( es$ecially t6o-6ay radios for ta8ica+s and $olice cruisers'

Nokia has $layed a $ioneerin* role in the *ro6th of cellular technolo*y in &ndia( startin* 6ith the

first-ever cellular call a decade a*o( )ade on a Nokia )o+ile $hone over a Nokia

de$loyed net6ork' Nokia started its &ndia o$erations in ",,9( and $resently o$erates out of offices

in Ne6 Delhi( Mu)+ai( :olkata(0ai$ur(5uckno6(#hennai( 4an*alore( ;ydera+ad( Pune and

Ah)eda+ad' The &ndian o$erations co)$rise of the handsets +usiness< R2D facilities in

4an*alore( ;ydera+ad and Mu)+ai< a )anufacturin* $lant in #hennai and a Desi*n Studio in

4an*alore' /ver the years( the co)$any has *ro6n )anifold 6ith its )an$o6er stren*th

increasin* fro) =9! $eo$le in the year !!= to over "9!!! e)$loyees in March !!> ?includin*

Nokia Sie)ens Net6orks@' Today( &ndia holds the distinction of +ein* the second lar*est )arketfor the co)$any *lo+ally'

Devices +usiness% Nokia has esta+lished itself as the )arket and +rand leader in the )o+ile

devices )arket in &ndia' The co)$any has +uilt a diverse $roduct $ortfolio to )eet the needs of

different consu)er se*)ents and therefore offers devices across five cate*ories ie' 1ntry( 5ive(

#onnect( 18$lore and Achieve' These include $roducts that cater to first ti)e su+scri+ers to

advanced +usiness devices and hi*h $erfor)ance )ulti)edia devices for i)a*in*( )usic and

*a)in*'

Nokia has +een 6orkin* closely 6ith o$erators in &ndia to increase the *eo*ra$hical covera*e and

lo6er the total cost of o6nershi$ for consu)ers' Today( Nokia has one of the lar*est distri+ution

net6ork 6ith $resence across "(.!(!!! outlets' &n addition( the co)$any also has Nokia Priority

Dealers across the country and Nokia #once$t stores3 in 4an*alore( Delhi( 0ai$ur( ;ydera+ad(

#handi*arh( 5udhia na( #hennai( &ndore and Mu)+ai to $rovide custo)ers a co)$lete )o+ile

e8$erience' ith the *lo+al launch of /vi( the co)$any3s &nternet services +rand na)e( Nokia is

rene6in* itself to +e at the forefront of the conver*ence of internet and )o+ility' Bro) +ein* a

$roduct centric co)$any( Nokia is no6 focusin* to +eco)e solutions centric' The strate*ic shift is

+uilt on Nokia3s +id to retain consu)ers and e)$o6er Nokia device o6ners to realise the full

$otential of the &nternet' Nokia 6ill +uild a suite of &nternet +ased services like Nokia Ma$s( the

Nokia Music Store and Nokia N-Ga*e around its /vi +rand'

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&nfrastructure +usiness

Nokia Sie)ens Net6orks is a leadin* *lo+al ena+ler of co))unications services' The

co)$any $rovides a co)$lete( 6ell-+alanced $roduct $ortfolio of )o+ile and fi8ed net6ork

infrastructure solutions and addresses the *ro6in* de)and for services 6ith !(!!! service

$rofessionals 6orld6ide' &ts o$erations in &ndia include Sales 2 Marketin*( Research 2

Develo$)ent( Manufacturin* and Glo+al Net6orks Solutions #entre' ;eadCuartered in

Gur*aon( Nokia Sie)ens Net6orks has = offices and $resence in over "! locations across

the country'

R 2 D centers

Nokia has three Research 2 Develo$)ent centers in &ndia( +ased in ;ydera+ad( 4an*alore

and Mu)+ai' These R2D hu+s are staffed +y en*ineers 6ho are 6orkin* on ne8t-*eneration

$acket-s6itched )o+ile technolo*ies and co))unications solutions to enhance cor$orate

$roductivity'

The #enter in 4an*alore( the +i**est R2D site in the country co)$rises S! Soft6are

/r*aniEation( #o))on Technolo*ies( Ne8t Generation no6 called Mae)o Soft6are(

ProductiEation and Soft6are 2 Services'

Desi*n Studio

Nokia has set u$ its first Desi*n Studio in 4an*alore in $artnershi$ 6ith Srishti School of

Art( Desi*n and Technolo*y' The first of its kind( the desi*n studio 6ill *ive Nokia desi*ners

and &ndia3s talented youth the o$$ortunity to 6ork to*ether on ne6 desi*n ideas for &ndia and

the *lo+al )arkets'

Manufacturin* in &ndia

Nokia has set u$ its )o+ile device )anufacturin* facility in #hennai( &ndia to )eet the+ur*eonin* de)and for )o+ile devices in the country' The )anufacturin* facility is

o$erational 6ith an invest)ent of USD "! )illion and currently e)$loys >!!! $eo$le'

Nokia has recently announced fresh invest)ents to the tune of US F 9 )illion to6ards its

)anufacturin* $lant in Sri$eru)+udur( #hennai for the year !!>

r Purp!" # $%&! S$u'(

O)*"+$&,"

"'To study the satisfaction level of the user of Nokia

)o+ile Phone'

'To study the effective the satisfaction level of the user

of Nokia $hone'

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Chapter 2

'Revie6 5iterature


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Satisfaction

hen 6e talk a+out custo)er satisfaction( 6e talk a+out creativity' #reativity allo6s us to

handle or diffuse $ro+le)s at hand or later on in the $rocess of conductin* the everyday

+usiness' e talk a+out ho6( or rather 6hat( does the or*aniEation have to do to *ain notonly the sale +ut also the loyalty of the custo)er' e 6ant to kno6 the $ayoff of the trans-

action +oth in the short and lon* ter)' e 6ant to kno6 6hat our custo)ers 6ant'

e 6ant to kno6 if our custo)ers are satisfied' Satisfaction( of course( )eans that 6hat 6e

delivered to a custo)er )et the custo)er3s a$$roval' e 6ant to kno6 if custo)ers are deli*hted

and 6illin* to co)e+ack( and so on' Bleiss and Beld)an $resent e8a)$les of that deli*htful-ness in

their 6ritin*s' Bleiss has 6ritten a+out 4en and 0erry3s ice crea) and Beld)an has discussed

e8cellence in a ca+ ride' As i)$ortant as deli*htfulness is( so)e of us )ini)iEe it( or even totally

disre*ard it' At this $oint( 6e fail' So)e of the issues that 6ill *uarantee failure in sales(

satisfaction( and loyalty are% 1)$loyees )ust adhere to a ri*id chain of co))and 1)$loyees are

closely su$ervised #onflictin 6hatever for)is not allo6ed Re6ards are +ased on carrot-and-stick

Br/0' &/"

;ide links 6ithin definitions Sho6 links 6ithin definitions' &)$ression in the consu)ers3 )ind of a

+rand3s total $ersonality ?real and i)a*inary Cualities and shortco)in*s@' 4rand i)a*e is develo$ed

over ti)e throu*h advertisin* ca)$ai*ns 6ith a consistent the)e( and is authenticated throu*h the

consu)ers3 direct e8$erience' See also cor$orate i)a*e 6ho are considerin* a $urchase scan their

service o$tions and develo$ a consideration set' ithin the consideration set( they develo$ a

hierarchy of +rands +ased on their assess)ent of Price( Product or Service Beatures( and 4rand

Na)e' Ty$ically( they choose the +rand at the to$ of their hierarchy( if availa+le' &f a +rand isconsistently at the to$ of their hierarchy( the +uyer 6ill +e loyal to that +rand'

e +elieve consu)ers try to o$ti)iEe value 6ithin a $roduct or service cate*ory' #onsu)erstherefore assi*n utilities ?6orth@ to $rice( each relevant $erfor)ance attri+ute( and +rand eCuity'#onsu)ers then trade off $erfor)ance attri+utes and +rand eCuity a*ainst $rice in order to o$ti)iEevalue' The relationshi$s +et6een the individual values of $rice( $erfor)ance attri+utes and +randeCuity is su))ative and eCual to total +rand value'


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4rand Halue

Model

The values each res$ondent $laces on $rice( $erfor)ance attri+utes( and +rand eCuity define theirvalue eCuation for a $roduct or service cate*ory' e can derive these values at the res$ondent level

usin* )odified trade-off e8ercises' A key advanta*e of the 4rand Halue Model is that it allo6s thecalculation of utilities and i)$ortance3s at the individual consu)er level' This ackno6led*es the

hi*hly individual nature of the evaluation of $roducts and services in )any cate*ories'Burther)ore( it $er)its an e8$loration of value

structures across e8istin* consu)er se*)ents or the develo$)ent of ne6 se*)ents +ased on the

co)$onents of the value eCuation'

e +elieve the total value of a +rand in a $articular $roductIservice cate*ory is co)$osed of three$arts' /ne $art is due to the $hysical and readily identifia+le ?and re$lica+le@ features of the +randthat delivers s$ecific( tan*i+le +enefits to the $urchaser( thus i)$actin* $urchase choice' e call

these the tan*i+le $roduct features' The second $art is due to so)e $erceived intrinsic valueassociated 6ith the +rand na)e due to such thin*s as the i)a*e transferred to the $urchaser( trust(lon*evity in the )arket$lace'


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C%/p$"r 3:M"$%'5(

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R1S1AR#; M1T;/D/5/G7

The research )ethodolo*y that e undertook for the $ur$ose of this study is

enu)erated 4elo6-

PRIMARY RESEARCH:

This consisted Cuestionnaire and interaction fro) various $eo$le' A focus *rou$ study 6ill

+e conducted to desi*n the custo)er survey Cuestionnaire 6ith a sa)$le siEe of "9

res$ondents' The survey 6as conducted in Shastri Na*ar( Meerut

'

SECONDARY RESEARCH:

Sources of secondary data 6ere $ri)arily the &nternet ( Journals ( ne6s$a$er( annual

re$ort( data+ase availa+le in the li+rary( catalo*ues and $resentations'

RESEARCH DESI7N: DESCRIPTIVE

Descri$tive studies are 6ell structured( they tend to +e ri*id and its a$$roach can not +echan*ed every no6 and then' Descri$tive study can +e divided in t6o cate*ories%

?A@ #ross sectional

?4@ 5on*itudinal

Descri$tive study is undertaken in )any circu)stances%

"' hen the researcher is interested in kno6in* the characteristics of certain *rou$s such

as a*e( $rofession'

' hen the researcher is interested in kno6in* the $ro$ortion of $eo$le in *iven

$o$ulation 6ho have +ehaved in a $articular )anner( )akin* $roJection of certain thin*s'

The o+Jective of this kind of study is to ans6er the 6hy( 6ho( 6hat (6hen and ho6 of the

su+Ject under consideration' 6e 6ill +e takin* descri$tive +ecause our research includes

the kno6in* the satisfaction level of Nokia '

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TYPES OF 9UESTIONS:

OPEN ENDED:They *ive the res$ondents co)$lete freedo) to decide the for)( len*th and detail of the

ans6er' /$en Cuestions are $referred 6hen the researchers is interested in kno6in* 6hat

is u$$er )ost in the )ind of res$ondents'

DICHOTOMOUS:This ty$e of Cuestions have only t6o ty$e of ans6er( yes or no' true or false etc'

MULTIPLE CHOICE 9UESTIONS:

&n the case of )ulti$le choice Cuestion the res$ondents is offered t6o or )ore choices'The

researcher e8hausts all the $ossi+le choices and the res$ondent has to indicate 6hichone is

a$$lica+le in this case'

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#ha$ter = DATA ANA57S&S 2 &NT1RPR1TAT&/N

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#haracteristics of the Res$ondent %-

e had taken "9 res$ondents(out of the) L

y "! 6ere )ale 2 "> 6ere fe)ale'

y .> 6ere )arried 2 > 6ere un)arried'

y > 6ere u$to .! yrs 2= 6ere a+ove .!'y $eo$le 6ere self e)$loyed("> $rofessionals("9 salaried(. house 6ives(2" 6ere students'

y "". res$ondents 6ere university de*ree holder and a+ove( "" 6ere hi*h school 2 only " had

*ot ele)entary education'

y The inco )e level of = res$ondents- u$ to "!(!!!'

y res$ondents Lu$to .!(!!!'

y 9 res$ondents - u$to 9!(!!!'

y res$ondents - )ore than 9!(!!!'

y =, res$ondents Lno inco)e'

?N"9@

#haracteristics Nu)+er Percenta*e?@

GenderMale "! >9'

Be)ale "> "='=

Marital status

Married .> .!'=

Un)arried > ,'

A*e *rou$

U$to .! years > '=

A+ove .! years = .'

/ccu$ation

Self e)$loyed !'>Professional "> "='=

Salaried "9 "'

;ouse 6ife . '=

Student . 9!'=

1ducation level

University de*ree "". ,!'=

2 a+ove "" >'>

;i*h school " '>

1le)entary level

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&nco)e level

U$to Rs "!(!!! = ..'U$to Rs .!(!!! "'

U$to Rs 9!(!!! 9 ='!

Greater than "'

9!(!!! =, .,'

No inco)e

t-TA451

y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O

ADH&RT&S1M1NT

AG1 N M1AN SD t-HA5U1

"!-.! > '"> "'=

.! and a+ove = '= "',!, '>9, NS

NS-Not si*nificant

y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1OAPP1ARAN#1


"!-.! > '99 "'.. '" NS

.! and a+ove = '9" "',"

NS-Not si*nificant

y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O PR


"!-.! > "'. "'! '=" NS

.! and a+ove = "'9. "'."

NS-Not si*nificant

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y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O

BUN#T&/N


"!-.! > "'" "'.>

.! and a+ove = "' "'=.> '.=" NS

NS-Not si*nificant

y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O

UA5&T7


"!-.! > "'. '," '.", NS

.! and a+ove = "'. "'!=9

NS-Not si*nificant

y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O4RAND &MAG1


"!-.! > '!9 "'.

.! and a+ove = "'= "'=> '9=9QQ

QQ si*nificant at '!" level'

y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O

S1RH


"!-.! > "'> "'. '= NS

.! and a+ove = "'! "'=>>

NS-Not si*nificant

y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1OR1#/MM1ND1D 47 BR&1NDS

AG1 N M1AN SD t-HA5U1"!-.! > "'= "'> "'"!> NS

.! and a+ove = "'.> "'=,

NS-Not si*nificant

y ;7 7/U 5&:1 T;1 4RANDS 7/U #;//S1 A4/H1O

/T;1RS

1


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"!- > '!9 '."> "'"!. NS

.!

.! and a+ove = '!! '!!!

NS-Not si*nificant

y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STO

S5/GAN


"!-.! > '" "'"

.! and a+ove = '>, '! '9 NS

NS-Not si*nificant


PTUR1


"!-.! > '!, "'", '>, QQ

.! and a+ove = '>" "'9


y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STO#/5/R


"!-.! > '"> "'!. '>=. NS

.! and a+ove = "',> "'=

NS-Not si*nificant

y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STOST/R7


"!-.! > '! "'." "',9 NS

.! and a+ove = '"" "'.>

NS-Not si*nificant

1


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SP/:1SP1RS/N


"!-.! > '9= "'>! "',=Q

.! and a+ove = "'> "'>"

Q si*nificant at '!9 level


MUS


"!-.! > "'=! "'"!, ',

NS

.! and a+ove = "' "'=.

NS-Not si*nificant

y ; /B T;1 B/55/&NG /U5D &MPR1SS 7/U T;1 M/STO /T;1RSAG1 N M1AN SD t-HA5U1

"!-.! > ' "',>9

.! and a+ove = "'". "'9". .'.,

QQ



R1#/MM1ND1D 47 BR&1NDS


"!-.! > "' "'=,= "'>

NS.! and a+ove = "'. "'9"!

NS-Not si*nificant


/T;1RS


"!-.! > "'"= "'", '"9,Q

.! and a+ove = '9. "'".,

Q si*nificant at '!9 level'

y SP1#&BAT&/N RAT&NG /B N/:& A M/4&51'

PR


"!-.! > .'= "'!9 '9=

.! and = .'9" "'!",

a+ove

1


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NS-Not si*nificant


4ATTAR7 4A#: UP


"!-.! > '9> "'",!

.! and a+ove = '99 "'.. '"!.

NSNS-Not si*nificant

y SP1#&BAT&/N RAT&NG /B N/:& A M/4&51'&-B&I GPS #/NN1#T&H&T7


"!-.! > '9. "'!"

.! and = ',> ', '=9,QQ

a+ove



1RT7 :174/ARD I T/U#;PAD


"!-.! > ',! "'!!" '!>,NS

.! and a+ove = '," "'"9>

NS-Not si*nificant

y SP1#&BAT&/N RAT&NG /B N/:& A M/4&51'5//:S


"!-.! > ' ',= .'QQ

.! and a+ove = ', "'"!


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#ha$ter ='Su))ary and #onclusions

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' C/"r/@,&'" %- &n the a+ove analysis( > of the res$ondent *ave their o$inion as hi*hly satisfied 6ith the

features of the soft6are co)$ati+lity(9 of the res$ondents *ave their o$inion as satisfied(! of the res$ondents

6ere not satisfied'

.' S#$?/r" C/p/)&5&$( %- &n the a+ove analysis( . of the res$ondent *ave their o$inion as hi*hly satisfied 6ith the

features of the soft6are co)$ati+lity(=> of the res$ondents *ave their o$inion as satisfied("9 of the res$ondents

6ere not satisfied'

=' Bu&5$ &0 "r( %- &n the a+ove analysis( " of the res$ondent *ave their o$inion as hi*hly satisfied 6ith thefeatures of the +uilt in )e)ory(99 of the res$ondents *ave their o$inion as satisfied(= of the res$ondents 6ere

not satisfied'

9' A++"!!r&"!: -&n the a+ove analysis( = of the res$ondent *ave their o$inion as hi*hly satisfied 6ith the features

of the accesories(9 of the r es$ondents *ave their o$inion as satisfied(! of the res$ondents 6ere not satisfied'

' B/$$"r( )/+;up %- &n the a+ove analysis( =! of the res$ondent *ave their o$inion as hi*hly satisfied 6ith the

+attery(=! of the res$ondents *ave their o$inion as satisfied(! of the res$ondents 6ere not satisfied'

SUGG1ST&/NS

"' Most of the res$ondents 6ere satisfied 6ith the $rice( co)$any i)a*e and 4attery +acku$ of Nokia' So it is

su**ested that the sa)e standard is to the )aintained'

' Bactors like after service( audio out$ut( soft6are co)$ati+ility and s$ecial features are ad)ired the res$ondents(

hence this features has to +e continued'

.' Re*ardin* +uilt in )e)or y and +rand i)a*e( a fe6 of the res$ondents e8$ressed their dissatisfaction' so this

factor has to +e i)$roved 6ith a vie6 to attract )ore custo)ers and to retain the e8istin* custo)ers'

=' To attract custo)ers situated in all areas( advertise)ent can +e *iven throu*h all )edia to attract custo)ers in

rural areas'

9' The sales $ro)otion offers are not i)$ressive' ;ence( the co)$any should 6or k to6ards $rovidin* )ore sales

$ro)otion offers to attr act the custo)ers 'The custo)ers are not satisfied 6ith the $rice level( so they can +etter

consider the $rice level'

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#/N#5US&/N

Any research 6ithout conclusion is ai)less' So( reachin* an un+iased anduna)+i*uous conclusion is our reCuire)ent'The i)$ortant $roduct attri+utes

of any Mo+ile like $rice and co)$any i)a*e have received favora+le

a$$reciation fro) the res$ondents' Product attri+utes like +attery +acku$(a$$earances( soft6are co)$ati+ility and audio out$ut have also +een

a$$reciated' &t is certified that the consu)er +ehavior conce$t is anun$redicta+le one in any kind of )arket '4ut this study has atte)$ted its +estto reveal the sa)e' The $roJect titled( hel$ed us

A S$u'( # T%" !/$&!#/+$&0

5","5 # N;&/U!"r!< to find out the attitude of $eo$le to6ards advertise)entand also the effect of advertise)ent on their +uyin* +ehavior' 4uildin* of

+rand i)a*e $lays a very i)$ortant role in the eyes of the custo)er for the

future Pros$ect' Advertise)ent also $lays a )aJor role 6hen it co)es to+uyin* a ne6 $roduct of that co)$any'

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#;APT1R L 4i+iolo*ra$hy

24


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R1B1R1N#1S4//:S%

y Marketin* Mana*e)ent % Phili$ :ottler

y Marketin* Research % Phili$ :ottler 2 /thers

y Marketin* research +ook +y Naresh :' Malhotra ?fifth edition @

y &ndian 0ournal of Marketin* July !!,

y &ndian 0ournal of Marketin* June !!

y 4usiness Today June !!>

S1AR#; 1NG&N1S%

%$$p:@@???.!+r&)'.+

%$$p:@@???.?&;&p"'&/.+

%$$p:@@???.0;&/.+

%$$p:@@???.5".+

%$$p:@@???.0;&/.+.&0

%$$p:@@???.$r5/.+

2-


25/37

A$$endi8

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U1ST&/NNA&R1

Section- A Personal infor)ation

"' Na)e-

' Gender- Male ? @ Be)ale ? @

.' Martial status- Married? @ sin*le ? @

=' A*e Grou$- ? @ "!- ! ? @ !- .! ? @ .!-9! ? @ 9! 2 a+ove

9' /ccu$ation

? @ Self 1)$loyed

? @ Professional

? @ Salaried

? @ ;ouse 6ife

? @ Student

? @ /thers '

' 1ducation 5evel

? @ University de*ree 2 a+ove

? @ ;i*h School

? @ 1le)entary 5evel

? @ &lliterate

' &nco)e 5evel? $er )onth@

? @ Rs'"!!!!

? @ Rs'.!!!!

? @ Rs'9!!!!

? @ Greater than Rs'9!!!!? @ No &nco)e

2


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38


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&@ /thers '''''''''''''''''''''''

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31/37

",@ Do you think $rolon*ed use?use under lon* $eriod@ of )o+ile $hone 6ould cause

health $ro+le) e'*'cancer

o 7es

o No

o No co))ent

!@ here did you often see the )o+ile advertise)ent )ulti$al o$tionO

A@ TH 4@ Ne6s $a$er

#@ Ma*aEine D@ /nline

1@ /utdoor B@ Radio

G@ 5eaflets

;@ /ther $lease s$ecify

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34/37

=' 6erty

key+oardI

touch$ad

9' 5ooks

' Advertisin*

Bu!&0"!! r"5/$"'.#"/$ur"!

,@ hat 6as the )ost strikin* feature of the N/:&A handsets that $ro)$ted you to +uy

N/:&A handsetO

'

'

.!@ hat additional features 6ould you like to have in your ;andsetO Please s$ecify'

'

'

."@ &f you *et an o$tion to chan*e your handset( 6ould you stick 6ith N/:&A or *o in for

any other co)$any' &f no $lease )ention the na)e of the co)$any'

A@ 71S 4@ N/

.@ ould you su**est others to +uy N/:&A ;andsetO

A@ 71S 4@ N/

..@ $lease rank fro) "-9 re*ardin* custo)er care services of your handset'

"' very satisfied 'Cuite satisfied .'neutral ='Cuite dissatisfied'

.=@Do you think that $eriod of 6arranty of nokia is satisfactoryO

"'71S ? @ 'N/ ? @ .'#ant say ? @

.9@Nu)+er of nokia handsets users in your fa)ily%-

"'one ? @

'T6o ? @

.'Three ? @

='Bour ? @

3-


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9'More than four ? @

.@Ty$e of handset you are usin*%-

"'4lack and 6hite ? @

'#olor ? @

.'6erty key$ad ? @

='Touch screen ? @

.@ Do you think Nokia is do)inatin* over handset industry

"' 7es ? @ ' No ? @ .'#ant say ? @

.>@ 6hat 6as your first Nokia )o+ile handset

.,@ ;o6 is ca)era Cuality of Nokia'Give rank +et6een "-9'$lease tick only one'

"'very lo6 ? @

'lo6 ? @

.')ediu) ? @

=';i*h ? @

9' very hi*h ? @

=!@ Do you think that your trust has increased after incident of re$lace)ent of +atteries?45-9#@

"'yes ? @ ' No ? @ .' #ant say ? @

="@ Are you a6are of recyclin* of Nokia handset %-

"'7es ? @ ' No ? @ .' #ant say ? @

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Documents

52952623 Market Research on Nokia