Customer perception towards Nokia Priority at Infoland technologies Bagalkot
TABLE OF CONTENTS Part I 1.1Executive summary 1.2General introduction about topic
Page No. 6 8-9
1.3History of Indian Telecom Industry
10-15
1.4Mobile market in India
16-47
Part II 2.1 Swot analysis 2.2 Statement of the problem
49-50 51
2.3 Objectives.
52
2.4 Scope
52
2.5 Limitations of the study
53
2.6 Research methodology.
54
2.7 Sampling Method.
55
2.8 Analysis and Interpretation.
56-73
2.9 Findings.
74
2.10Suggestions
75
Part III 3.1 Questionnaire
78
3.2 Bibliography
81
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Part- I
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
EXECUTIVE SUMMARY It is very important for any company to know how the customers perceive their products, services or the organization as a whole. It is the customer’s perception which influences the products and services of the organization. If the organizations makes an attempt to find the customers perception then, it can alter its products accordingly and offer to its customers. So understanding the customer’s perception is a very difficult and vital task for the organizations. The companies should be dynamic and should update themselves according to the changing needs of the customer. Coming to our study customer perceptions can give a lot of inputs and scope for improvement, lots of customers across all the ages, income groups and occupations visit the store. Different customers have different experiences and perceptions towards the store, understanding these differences and rendering what the customers need is very vital for the survival and the growth of the store. In this study we are attempting to understand the customer perceptions so that the store can improve upon in the areas where the customers do not have good perceptions. Ascertaining customer’s perception becomes very complicated when it comes to retailing, as it is a part of service sector. Lot of complications are involved in ascertaining the perception like firstly, retailing is a service (which is intangible) and secondly, it is very difficult to understand how the customers perceive. So understanding the customer’s perception helps the store to improve itself in many areas.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Topic: Customer perception towards Nokia priority at Infoland technologies Bagalkot Objective of the study: •
To know about customer awareness towards Nokia priority dealer.
•
To know about customer perception towards Nokia priority dealer.
•
To measure the customer satisfaction towards Nokia priority services.
•
To ascertain and understand the perception towards price and product.
•
59% respondents were using Nokia handsets 3% respondents using LG
•
All respondents are aware about Nokia priority dealer in Bagalkot..
•
39% respondents came to know about NPD through friends & 0nly 4% respondents came to know through pamphlets,
•
51% respondents felt that Nokia handsets are costlier and 16% respondents felt cheaper.
•
50% of respondents said that Nokia handsets are good handsets and 1% respondent’s persued that it’s a poor.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot These are the some findings, detailed findings are discussed in page no 62.
General introduction about the topic. CUSTOMER PERCEPTION An individual behaviour often connected to his or her perceptions and may not be based on the ‘actual or reality’. For a marketer also understanding of the consumer behaviour is very important. The behaviour of the consumer at the market place is depending on what he thinks as a reality or on his perception and knowledge about the world around him. This perception may be based on sensations from the outside world which in turn may be influenced by past experience or learning, expectations, fantasies beliefs, values, personality etc. Thus for having a letter understanding of buying behavior of individual marketers must examine the importance of perception and its integration with the related concepts. This information will help him to device marketing strategies and programmers, such as to help consumers to perceive their (firm’s) products or services positively. PERCEPTION (Meaning and related terms) “Perception is the process of selecting, organizing and interpreting or attaching meaning to events happening in environment”. The above definition emphasizes on certain features of perception: Perception is a mental process, where by an individual selects a data or information from the environment, organizes it and then draw significance or meaning from it. Perception is basically cognitive or thinking process and an individual’s activities, emotions, feelings etc are based on his or her perceptions of their surroundings or environment.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Introduction: INDIAN TELECOM INDUSTRY: The Cellular Operators Association of India (COAI) was constituted in 1995 as a registered, non-profit, non-governmental society dedicated to the advancement of communication, particularly modern communication through Cellular Mobile Telephone Services. With a vision to establish and sustain a world-class cellular infrastructure and facilitate affordable mobile communication services in India, COAI’ main objectives are to protect the common & collective interests of its members. The telecom industry is governed under National Telecom Policy -1999 The first GSM call was made in 1996 on Bharti Cellular Network in New Delhi. SMS service started in the year 2000. India presently follows a CPP model, whereby calling party pays. Incoming calls were made free since April 1, 2002 and that has substantially boosted the subscriber growth rate. In India GPRS is widely offered by major operators. BPL was the first operator to launch GPRS in India, followed by Airtel, Hutch and Idea. The Indian Telecommunications industry is divided into four Service segments: •Basic Services (Conventional Fixed line + CDMA Fixed line) •Mobile (GSM + CDMA) •National Long Distance (NLD) or Subscriber Trunk Dialling (STD)
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot •International Long Distance (ILD) •ILD – Voice over internet (VoIP) The entire country is divided into Telecom License Zones known as “Circles”. Licenses are awarded to the operators as per the circles, not as per the states. Each circle requires a different license
History of Indian Telecommunications:
1851 First operational land lines were laid by the government near Calcutta (seat Of British power) 1881 Telephone service introduced in India 1883 Merger with the postal system 1923 Formation of Indian Radio Telegraph Company (IRT) 1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC) 1947 Nationalization of all foreign telecommunication companies to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the Government’s Ministry of Communications 1985 Department of Telecommunications (DOT) established, an exclusive Provider of domestic and long-distance service that would be its own regulator. (separate from the postal system)
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot 1986 Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications And Mahanagar Telephone Nigam Limited (MTNL) for service in Metropolitan areas. 1997 Telecom Regulatory Authority of India created. 1999 Cellular Services are launched in India. New National Telecom Policy is adopted. 2000 DoT becomes a corporation, BSNL.
Indian Telecommunication Story: From 10 million to 150 million mobile subscribers in 5 years. Indian telecommunication Industry is one of the fastest growing telecom markets in the world. The mobile sector has grown from around 10 million subscribers in 2002 to reach 150 million by early 2007 registering an average growth of over 90% yoy. The two major reasons that have fuelled this growth are low tariffs coupled with prices. Surprisingly, CDMA market has increased it market share up to 30% thanks to Reliance Communication. However, across the globe, CDMA has been loosing out numbers to popular GSM technology, contrary to the scenario
in
India.
The other reason that has tremendously helped the telecom Industry is the regulatory changes and reforms that have been pushed for last 10 years by successive Indian governments. According to Telecom Regulatory Authority of India (TRAI) the rate of market expansion would increase with further regulatory and structural
reforms.
Even though the fixed line market share has been dropping consistently, the overall
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot (fixed and mobile) subscribers have risen to more than 200 million by first quarter of 2007. The telecom reforms have allowed the foreign telecommunication companies to enter Indian market which has still got huge potential. International telecom companies like Vodafone have made entry into Indian market in a big way.
Currently the Indian Telecommunication market is valued at around $100 billion (Rupees 400,000 crore). Two telecom players dominate this market - Bharti Airtel with 27% market share and Reliance Communication with 20% along with other players
like
BSNL
(Bharat
Sanchar
Nigam
Limited)
and
AT&T.
One segment of the market that has been puzzling is broadband Internet. Despite the manner in which the countrys Internet market has been booming, India’s move into high-speed broadband Internet access has been distinctly slow. And, while there appears to be considerable enthusiasm amongst the population for the Internet itself, this has not been reflected in broadband subscription numbers. In 2006 India witnessed a good surge in broadband users with the total subscriber base in the country expanding by almost 200% to just over 2 million by years end. Despite this surge, broad and penetration in India still remains around only 0.2%; broadband services still account for only 25% of the total Internet subscriber base, still in itself comparatively low. The Ministry of Communications and Information Technology (MCIT) is has very aggressive plans to increase the pace of growth, targeting 250 million telephone subscribers by end-2007 and 500 million by 2010. Most of the expansion in subscribers is set to occur in rural India. India’s rural telephone density has been languishing
at
around
1.9%;
So, if 70% of total population is rural, the scope for growth in this Industry is unprecedented.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Major players in India BSNL On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL).
BHARTI Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit, ranging from being the first mobile service.
MTNL MTNL was set up on 1st April 1986 by the Government of India to upgrade the quality of telecom services expand the telecom network, introduce new services and to raise revenue for telecom development needs of India’s key metros – Delhi, the political capital, and Mumbai, the business capital.
VSNL On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly Government Owned corporation – The company operates a network of earth stations, switches, submarine cable systems, and value added service nodes to provide a range of basic and value added services and has a dedicated work force of about 2000 employees. VSNL's main gateway centers are located at Mumbai, New Delhi, Kolkata and Chennai.
Vodafone
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Vodafone, the world’s leading mobile telecommunication company, completed the acquisition of Hutchison Essar in May 2007 and the company was formally renamed Vodafone Essar in July 2007.
IDEA Network Coverage: 6 Telecom circles, total subscribers are 4million as on 2007.
Number of subscribers of different service providers for the year 2007
Group Company
Total Subscribers
Airtel(GSM)
66825935
Reliance (CDMA + GSM) 48696295 Vodafone Essar(GSM)
47466853
BSNL(GSM)
36997418
IDEA(GSM)
26140643
Tata (CDMA)
25476062
Aircel(GSM)
11491986
Spice(GSM)
4497675
MTNL(GSM + WLL)
3350437
BPL(GSM)
1331261
HFCL (CDMA)
326150
Shyam (CDMA)
108396
Total (All India)
272709111
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
.
EVOLUTION OF COMMUNICATIONS IN INDIA
EDGE CDMA WI-FI GPRS BROADBAND Technology
GSM INTERNET CABLE TV FIRST PHONE
1882
1990
1995
2001-2002
2003
2004onwards
Number of years. Babasabpatilfreepptmba.com
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot As in the above chart we see that how technology changed over years from time the first basic phone to mobile technology and now to EDGE technology
Mobile market in India:
Major players in India:
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
MOTOROLA
Mobile phones are popular in today’s world and are considered to be multimedia tools. Mobile phones today have become more than just call making and receiving devices. Nowadays they are used for entertainment purposes mainly due to the new features used everyday.
Mobile phone handsets have now become business friendly applications that can enhance any business. And with more emerging technology, mobiles have become more than communication devices, as they are the tools to stay ahead of the competitors and peers in the present times.
In the developed nations, mobile handsets with innovative features have gained a lot of popularity, but the developing markets like India, Russia, Brazil, Mexico and China will mainly carry on the global handset sales as there markets are not yet saturated. Some of the prominent players like Sony Ericsson, Samsung and LG will see remarkable growth whereas Nokia is expected to lose some market share in this year.
The study analyses the global handset market from the point of view of sales, the growing demand and the innovative strategies employed by the retailers and manufacturers to lure the consumers.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
India: An emerging market in mobile sector.
· The Indian mobile market increased from approximately 1.2 million subscribers as of March 31, 1999 to almost 11 million subscribers as of December 31, 2002. · Despite this rapid growth, the mobile penetration rate in India, at approximately 1.02% as of December 31, 2002, is significantly lower than the average mobile penetration
rate
in
other
Asian
and
international
markets.
· Prepaid subscribers constitute almost 60% of the total subscriber base and 80% of new
subscriber
add-ons.
· The number of mobile subscribers in India is expected to show rapid growth over the next four years. By 2006 it is projected at 65 million by Aprg. · Number of cities and towns covered - Over 1,500
Drastic development in the industry: India to become 3rd largest mobile population in world by 2007 as middle classes 'go mobile' Data from the "Indian Mobile Market 2006" statistical handbook reveals that mobile ownership will pass 100 million in 2007 as 'the largest middle class in the world' takes up ownership. With 115.3 million forecasted mobile owners in 2007, India
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot ranks
3rd
in
the
world
behind
only
China
and
the
USA.
Indian mobile owners are becoming younger as a result of cheaper calls, subsidized handsets and widespread availability of prepay lowering the barriers to ownership. Relatively low GDP combined with the popularity of prepay still exerts downward pressure on ARPU in India. Average revenues stand at under $8 per month in 2006, lower than the global average at $21.30. 25 – 29 year olds spend the most, with ARPU at over $8pcm. The rising use of data services, particularly SMS, has stemmed ARPU decline in this age group. This is not the case among older users where ARPU is fast in decline, particularly among 35-39 year olds where we expect the
greatest
churn
to
postpaid
contracts.
Early indications point to long term growth in the Indian mobile data market, albeit mainly confined to messaging based applications. With SMS pricing falling by up to 50%, traffic has risen sharply. Messaging revenues will pass 1$bn annually in 2007.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Growth of mobile industry The mobile sector has grown from around 10 million subscribers in 2002 to reach 150 million by early 2007 registering an average growth of over 90%
GSM Year
Subscribers (millions)
GSM
AnnualCDMA
SubscribersCDMA
growth
(millions)
growth
2000
3.1
94%
-
-
2001
5.05
76%
-
-
2002
10.5
91%
0.8
-
2003
22.0
110%
6.4
700%
2004
37.4
70%
10.9
70%
2005
58.5
57%
19.1
75%
2006
105.4
80%
44.2
131%
2007
180.0
71%
85.0
92%
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Annual
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Market Share World Wide:
Nokia Sony-Ericsson Motorola Samsung
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48.92% 12.71% 5.18% 4.35%
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Mobile Industry in India for Next Generation A lot of water has flowed under the bridge from the time that mobiles were unheard of in India to the present where they have become almost ubiquitous. Beginning from those days, Indian subscribers paid around Rs. 16.40 for a mobile to mobile call and around Rs 32.80 for a mobile to a landline call. Today, as per recent statistics, customers pay far lesser for calls and occasional text messages that add up to around Rs
300
a
month
and
upwards.
Now that mobiles have moved into the affordable bracket, there is a great demand for additional mobile services such as mobiles, email, stock market quotes, and astrology services,
just
to
name
a
few.
A recent survey pointed to the fact that for most customers, mobile phones have become an extension of their personality. Many go a step ahead to say that mobile phones
define
their
individuality
as
well.
In such a scenario, it is worthwhile to compare the growth of the mobile phone industry vis-a-vis the computer industry in India. According to recent statistics, there are nearly 300 million mobile phone subscribers as compared to just around 30 million PC’s in the country. Additionally, around 8 million subscribers are signing up every
month
for
mobile
services
alone.
For most individuals, mobile phones are becoming a single point of contact for the world surrounding them covering a wide range of utilities like emailing, entertainment,
and
banking.
More and more people are looking out for more than just talk time on their mobiles. All this is generating a lot of enthusiasm for mobile companies. A number of serious players in this industry are looking at a range of such value added services, which have
the
capability
to
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boost
their
bottom
line.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Not only are Indians enthralled, but they started spending a considerable amount on these services too. This figure amounted to around $250 million last year. This figure is expected to reach $1.7 billion by the year 2010. This is a boon in disguise for Indian cellular operators who are seriously looking forward to enhance their revenues. Currently, nearly 80% of the revenues come from services like ring tones and SMS. This makes India the second largest mobile market on earth. The young mobile savvy generation currently feels less privileged in nearly every sector. And that’s precisely what is fuelling the growth in mobile services across the country. As the market expands but fulfilling the needs of mobile users by providing them attractive services, mobile phones are becoming a new vehicle for reaching out to
the
mobile
generation.
Mobile content providers also visualise a big jump in their services. These include many global companies such as Google, Yahoo and MSN, which have signed up with many Indian operators like Airtel, Bharti, Vodafone, Tata, and Reliance Communications. Together, they offer a host of services based on the local and regional
markets
in
their
area
of
operation.
The Indian mobile scenario seems to be all set for the next stage – expansion and consolidation, but there are a few complications as well. Not all users can afford costlier services beyond messaging and talk time. What is expected is increase in the already growing user base so such services can become affordable to one and all in the long run
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Mobile handset production in India to exceed 100 million in 2011: Mobile phone production in India is expected to grow from 31 million units in 2006 at a compound annual growth rate (CAGR) of 28.3 per cent to reach 107 million units in 2011. Mainly the expanding mobile subscriber base in India and favourable local government policies promoting local electronics manufacturing in India will drive the growth in production.
At present, mobile phone production in India is dominated by the top five global handset vendors; Nokia, Motorola, Samsung, Sony Ericsson and LG. There are very few local-brand mobile phone makers with low production volumes and are typically focused on low-end and mid-range handsets. However,
new players, local as well as global, to enter the mobile phone
manufacturing market in India, aided by the global electronics manufacturing services (EMS) providers'' present in India. Though domestic mobile phone production currently caters mainly to local demand, over the next five years as much as 30 percent of production to be exported to neighbouring regions that are also demanding low-cost handsets such as Africa, the Middle East and other parts of South Asia. India’s production of vital components for mobile phones is very limited because much of it is imported. This may not be viable in the long term, especially with demand for handsets expected to grow rapidly. Therefore, establishing a reliable component supply base will be vital for the Indian handset manufacturing industry to stay competitive in both the domestic market and the export market
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Emerging Rural Mobile Market in India India’s telecommunication sector is witnessing an explosive growth, as falling tariffs and rising incomes are bringing mobile phones within the reach of millions of new customers. Mobile industry players are eyeing rural India as their new area of opportunity. The companies are getting a boost with the fact that the mobile users are expected to cross 230 Million by 2007 end and 500 Million by 2010 with an addition of about 5 to 6 Million subscribers every month. Cellular service providers seem to be answering the call of the wild as they are entering the so far ignored rural market. Although a huge market in the urban segment remains tapped, most of the cellular operators have turned towards rural India to broaden their base and reach. So the real growth
is
expected
from
this
geography
in
near
future.
The low population density in rural areas has necessitated more towers of higher altitudes raising the costs further. Language is another problem and there are many dialects that had no alphabet in rural India. To meet these challenges, operators must come up with solutions like simplifying product access, offering customer centric solutions (like songs, music, hello tunes that are popular), and infrastructure sharing. Key
Findings
With saturation in the urban market, growth in Indian mobile market will be driven by an increased focus on the rural market, aggressive promotions, and handset bundle offers. As of March 2007, mobile subscribers in rural India accounted just 20% of the Indian mobile subscriber base. However, it is forecasted to grow at a CAGR of more than 47%
during
2007
to
2010.
In order to remain competitive, the mobile industry could see several mergers and acquisitions, roll out obligation and substantiate equity holding in more than one telecom
company.
The major growth in mobile phone subscribers will be seen in C’ Circle and B’
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Circle
in
short-term.
Enormous opportunities are emerging for the low cost handset manufacturers along with low tariffs, infrastructure development for mobile communication. Rural India will account for around 35-38% of the total mobile handset sales by 2010.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
About Nokia Nokia has played a pioneering role in the growth of cellular technology in India, starting with the first-ever cellular call a decade ago, made on a Nokia mobile phone over a Nokia-deployed network. Nokia started its India operations in 1995, and presently operates out of offices in New Delhi, Mumbai, Kolkata, Bangalore, Hyderabad and Ahmedabad. The Indian operations comprises of the company’s handsets and network infrastructure businesses, R&D facilities in Bangalore, Hyderabad and Mumbai and manufacturing plant in Chennai. The handset business is supported by a team of professionals across 3 business groups namely Mobile Phones, Multimedia and Enterprise solutions. The company has grown manifold over the years with its manpower strength increasing from 450 people in the year 2004 to close to 6000 people currently Nokia has established itself as the market and brand leader in the mobile devices market in India. The company has built a diverse product portfolio to meet the needs of different consumer segments, ranging from entry level phones for first time subscribers to advanced business devices and high performance multimedia devices for imaging, music and gaming. India is a very important country for Nokia and is amongst the top three markets for it globally. Nokia has been working closely with operators in India to increase geographical coverage and lower the total cost of ownership for consumers. The company has also launched seven Nokia ‘Concept stores’ in Bangalore, Delhi, Jaipur, Hyderabad, Chandigarh, Ludhiana and Chennai to provide customers a complete experiential mobile experience
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Birth of Nokia (1865) The first Nokia century began with Fredrik Idestam's paper mill on the banks of the Nokianvirta river south-western Finland.. Between 1865 and 1967, the company would become a major industrial force; but it took a merger with a cable company and a rubber firm to set the new Nokia Corporation on the path to electronics... 1898: Arvid
Wickstr枚m
founds
Finnish
Rubber
Works,
which
will later become Nokia's rubber business. 1912: Eduard Pol贸n starts Finnish Cable Works, the foundation of Nokia's cable and electronics businesses. 1960: Cable Works establishes its first electronic department, selling and operating computers. 1962: The Cable Works electronics department produces its first in-house electrical device - a pulse analyzer for nuclear power plants. 1967: Finnish Rubber Works and Finnish Cable works formally merge to create Nokia Corporation The newly formed Nokia Corporation was ideally positioned for a pioneering role in the early evolution of mobile communications. As European telecommunications
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot markets were deregulated and mobile networks became global, Nokia led the way with some iconic products... 1979: Radio telephone company Mobira entered in to a joint venture between Nokia and leading Finnish television maker Salora. This is the first move towards mobile. . .
1981: . Nordic Mobile Telephone (NMT), the first mobile phone network is built 1982: The Nokia introduced first digital telephone named DX200.
1984: Nokia launches the Mobira Talkman portable phone.
1991:
GSM
–
a
new
mobile
standard
opens
up
Nokia equipment is used to make the world’s first GSM call.
1992:
Jorma
Ollila
becomes
President
and
CEO
Jorma Ollila becomes President and CEO of Nokia, focusing the company on telecommunications.
1992:
Nokia’s
first
GSM
handset
Nokia launches its first GSM handset, the Nokia 1011.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
1994:
Nokia
Tune
is
launched
Nokia launches the 2100, the first phone to feature the Nokia Tune. The world’s first satellite call is made, using a Nokia GSM handset.
1997:
Snake
–
a
classic
mobile
game
The Nokia 6110 is the first phone to feature Nokia’s Snake game.
1998:
Nokia
leads
the
world
goes
mobile
Nokia becomes the world leader in mobile phones.
1999:
The
Internet
Nokia launches the world’s first handset, with internet facility the Nokia 7110.
2002:
First
3G
phones
Nokia launches its first 3G phone, the Nokia 6650.
2003:
Nokia
launches
the
N-Gage
Mobile gaming goes multiplayer with the N-Gage.
2005:
The
Nokia
Nseries
is
born
Nokia introduces the next generation of multimedia devices, the Nokia Nseries.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
2005:
The
billionth
Nokia
phone
is
sold
Nokia sells its billionth phone – a Nokia 1100 – in Nigeria. Global mobile phone subscriptions pass 2 billion.
2006:
A
new
President
and
CEO
–
Nokia
today
Olli-Pekka Kallasvuo becomes Nokia’s President and CEO; Jorma Ollila becomes Chairman of Nokia’s board. Nokia and Siemens announce plans for Nokia Siemens Networks. 2007 Nokia recognized as 5th most valued brand in the world. Nokia Siemens Networks commences operations. Nokia launches Ovi, its new internet services brand. 2008 Nokia's three mobile device business groups and the supporting horizontal groups are replaced by an integrated business segment, Devices & Services.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
VISION Our vision is a world where everyone can be connected everyone has a need to communicate and share. Nokia helps people to fulfill this need and we help people feel close to what matters to them. We focus on providing consumers with very human technology – technology that is intuitive, a joy to use, and beautiful.
GOAL Our goal is to have the industry’s best products and services, most loyal customers and most efficient operational mode.
STRATEGY Nokia's strategy relies on growing, transforming, and building the Nokia business to ensure its future success.
Achievements of Nokia in India:
1995 – First mobile phone call made in India on a Nokia phone on a Nokia network 1998 - Saare Jahaan Se Acchha, first Indian ringtone in a Nokia 5110
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot 2000 - First phone with Hindi menu (Nokia 3210) 2002 - First Camera phone (Nokia 7650) 2003 - First Made for India phone, Nokia 1100 2004 - Saral Mobile Sandesh, Hindi SMS on a wide range of Nokia phones 2004 - First Wi-fi Phone- Nokia Communicator (N9500) 2005 – Local UI in additional local language 2006 – Nokia manufacturing plant in Chennai
Recent Achievements for Nokia India. Nokia
emerges
as
India's
Most
Trusted
Brand
June 11, 2008 Ranked the 4th in the Most Trusted Brand Survey by Brand Equity - 2007. Ranked the No1. MNC in India by Business World, India’s leading business weekly - 2007. Ranked No. 1 in the Durables segment for the 2nd consecutive year by Business World in its annual survey on Most Respected Companies in India - 2006. Ranked Asia’s most trusted brand in 2006 by the Media-Synovate survey. The survey was aimed at gauging Asia’s top 1000 brands across 15 product and service categories.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Nokia India has been ranked as the overall No. 1 telecommunications equipment vendor (including wireless infrastructure) in the country by Voice & Data for four consecutive years –2007, 2006, 2005 and 2004. Nokia was named the 'Brand of the Year' at the Confederation of Indian Industry (CII) Brand Summit held in Chennai on 16 and 17th February, 2005. Nokia India won the Golden Peacock Award 2004 for the Nokia 1100, which was selected as the most innovative product in the telecom segment In October 2004 and more recently in 2006, Nokia India was recognized as the Most Respected Company in the Indian Consumer Durables Sector in an annual survey conducted by Business World, India's leading business magazine
R & D centers: Nokia has three Research & Development centers in India, based in Hyderabad, Bangalore and Mumbai. These R&D hubs are staffed by engineers who are working on next-generation packet-switched mobile technologies and communications solutions to enhance corporate productivity. Manufacturing in India Nokia has set up its 10th manufacturing facility in Chennai, India to meet the demand for mobile devices in the country. The manufacturing facility is operational with an investment of USD 150 million announced in March 2006 and currently employs over 4100 people.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Production Units
Brazil China Finland Germany Great Britain Hungary India Mexico Romania South Korea Mobile Devices and Enhancements
Networks Technology
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot China Finland India
Nokia Company profile
Chairman Olli-Pekka President
Kallasvuo and
CEO
of
Nokia
Corporation
Robert Executive
Andersson Vice
President,
Devices
Finance,
Strategy
Simon Chief
and
Beresford-Wylie Executive
Officer,
Nokia
Siemens
Networks
Timo
Ihamuotila
Executive
Vice
Mary Executive
Sourcing
President, T.
Vice
President,
Hallstein
Sales McDowell
Chief
Development
Officer Moerk
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Executive
Vice
President,
Human
Resources
Tero Executive
Ojanperä Vice
President,
Entertainment
&
Communities
Niklas Executive
Savander Vice
President,
Richard Executive
Services
and
Software
A. Vice
President,
Simonson Chief
Financial
Officer
Veli Executive
Sundbäck Vice
President,
Corporate
Relations
and
Responsibility
Anssi Executive
Vanjoki Vice
Dr.
President, Kai
Markets Öistämö
Executive Vice President, Devices
Organization structure of Nokia
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Devices are responsible for developing the best device portfolio for the marketplace, including
sourcing
of
components.
Services & Software reflects our strategic emphasis on developing and growing our offering of consumer Internet services and enterprise solutions and software. Markets are responsible for management of our supply chains, sales channels, and brand
&
marketing
activities.
The Corporate Development Office focuses on our strategy and future growth, and provides
operational
support
for
integration
across
all
the
units.
On April 1, 2007, Nokia’s Networks business group was combined with Siemens’ carrier-related operations for fixed and mobile networks to form Nokia Siemens Networks, jointly owned by Nokia and Siemens and consolidated by Nokia.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Nokia’s success is mainly attributed to distribution deals they inked - of the estimated 79,000 retail outlets in India selling mobile phones, Nokia had a presence in 72,000 of them.[source] At the same time, Nokia’s market share has gone down in the past few months, as the other handset vendors are building up a strong retail presence across the country.
About Nokia Nseries Nokia Nseries is a range of high performance multimedia devices that delivers unparalleled mobile multimedia experiences by combining the latest technologies with stylish design and ease of use. With Nokia Nseries products, consumers can use a single device to enjoy entertainment, access information and to capture and share pictures and videos, whenever and wherever they want.
Nokia Nseries handsets are technologically advanced mobile handsets combining the functionalities of many portable single-purpose devices in a multi-purpose converged device that is always connected and enables rich web 2.0 experiences. This range of products offers leading cellular and non-cellular connectivity such as 3G, WLAN and HSDPA, pioneering photo and video capture features including mega pixel cameras and Carl Zeiss optics, quick and intuitive sharing features online, and much more. The flagship product of this range is the Nokia N95 that has won numerous industry tests, awards and has been praised by consumers, operators and analysts.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Nokia priority, Bagalkot
Infoland technologies
: Authorized dealers of Nokia handsets Bagalkot
Name of the owner
: Kiran Kumatgi
Established in
: 2005
Investment
: 10 laks
Turnover
: 25laks
Staff
: 2 sales persons
(800 units) per month
1 employee appointed by NOKIA. Service
: 2 technicians 3 receptionists
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Address
: Infoland technologies Station road Bagalkot 587101 Karnataka Ph: 08354-223629
Branch office
: Vidyagiri, Bagalkot.
Organization chart
Propritor Sales 1.Sales Representative 2.Sales Representative 3.Sales Representative
Service 1.Main technician (2 ) Helpers
Representative
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Major Handsets sold Basic models Model 1200 1208 1209 1650 2626 6030 3110 (C) 3500 (C) 6300 6233 5300 6500 3510 (expression)
Price 1350 1500 1357 1825 2490 2790 4999 5999 7790 7700 6700 13990 9990
Sales per month 60 65 45 30 10 25 35 15 5 20 5 1 4
N series Model
Price
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Sales per month
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot N-70 (M)
10490
4
N-72
8290
3
N-73 (M)
13990
4
N-78
19890
1
N-95
22590
1
Price 13990 19890 35000
Sales per month 2 _ _
E series Model E-51 E-61 i E-90
Mobile sales from Apr-06 to Mar-07 Month April May June July August September October November December January February March
No of handsets 246 334 581 475 540 431 563 339 314 485 408 386 Total:
Note: season: Jan, June, Oct, and Aug. Off season: Apr, May, Nov.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Mobile sales from Apr-07 to June-08 Month April May June July August September October November December January February March April May June
No. of handsets 583 732 732 824 824 647 506 845 647 592 590 509 637 573 549 Total
Note: season: Jan, June, Aug, and Oct. Off season: Apr, May, Nov.
Handsets sold from Apr-06 to Mar-07 Model Nokia 1110 Nokia 1110i Nokia 1112
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Units sold 525 279 372
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Total
1600 2310 2610 2626 3220 3230 3260(1GB) 5200 6020 6030 6060 6070 6080 6085 6300 6681 7610 7710 E50 N70 M N72
1401 273 61 14 112 102 1 8 134 267 37 166 14 15 9 35 63 2 16 27 3933
Handsets sold from Apr-07 to June-08 Model Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia
1200 1208 1209 1255 1600 1650 2600C 2626 2630 3110C 3120C 3500C 5000 5141i 5200
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Units sold 986 1479 38 4 2461 422 71 68 86 471 1 279 1 2 108
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Nokia Total
5300 5310 (1GB) 5500 5610 (1GB) 6030 6085 6151 6233 6300 6500C 7360 7370 7710 7900 9300 E50 E61 E62 N70 M N72 N73 N73M N82
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60 6 2 515 52 146 118 1 1 1 5 154 166 26 22 4 7752
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Part -II
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
SWOT analysis: Strengths •
Good in customer handling.
•
Location of the store.
•
Availability of all models of Nokia.
•
Providing the service when handset is within the warranty period.
•
The Brand image of Nokia in the market.
Weakness •
Delay in service.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
•
High price compared to other authorized dealers.
Opportunities
•
Offers may give when customer purchases handset from the store.
•
Make advertisement in local news papers, put hoardings in market areas.
Threats
•
Too many players entering in mobile sector in the market.
•
Entry of Virgin mobile in Indian market.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Statement of the Problem: •
To know the customers perception towards the products and services of Nokia priority dealer.
•
The main aim of the research is to analyze behaviour of Nokia handset users to meet their preferences and expectations towards Nokia priority dealer.
•
Understanding of consumer perception will make the study of marketing management more interesting.
•
Understanding customers across different ages, incomes, lifestyle etc who have different experience and perception towards the Nokia priority.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Topic: Customer perception towards Nokia priority at Infoland technologies Bagalkot Objective of the study: •
To know about customer awareness towards Nokia priority dealer.
•
To know about customer perception towards Nokia priority dealer.
•
To measure the customer satisfaction towards Nokia priority services.
•
To ascertain and understand the perception towards price and product.
Scope of the study: •
The data was collected from the respondents across all the ages, income groups, occupation and gender.
•
The total sample size for the study is 100.
•
The study involves ascertaining the customer perception towards various areas such as price, products, services, offered, billing system etc.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot •
So the study tried to get the responses from almost all kinds of respondents. The study covered the respondents who visited the store for shopping.
•
The study also covered the areas which are important for the priority in improving their performance. So the study of the
•
Customer perception is extensive and covers respondents across all categories.
Limitations of the study Every research is carried under some boundaries and this research is not an exception. The limitations of this research are: •
The opinion of the respondents may not represent the whole population.
•
Due to the limitations of time, a larger respondent base could not be covered and was limited to a sample size of 100 respondents.
•
There might have been tendencies among the respondents to filter their responses under the given conditions.
•
The customer’s opinion might have been biased and may not represent the whole population of the city.
•
Most customers were busy and with their work.
•
Analysis of data obtained from the questionnaire was done on the assumption that honest and correct information had been given by the respondents.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Research methodology Meaning: A research design is a method and procedure for acquiring information needed to solve the problem. A research design is a basic plan that helps in data collection or analysis. It specifies the type of information to be collected, the source and collection procedure. A good research decision will ensure that the data collected is relevant to the objectives to be achieved.
Sampling Procedure In the study of this kind primary data plays a vital role. Regardless of the method used to obtain the primary data (experimentation, observation and survey), the researcher has to decide whether the data to be obtained from every unit of the population under study or only a representative portion of the population will be used. The first approach, which is collecting data about each and every unit of the population, is called census method. The second approach, where only a few units of population under study are considered for analysis is called sampling method.
Data type: Secondary data: The first step in data collection approach is to look for secondary data. Secondary data is generally developed and published for some purpose other than for helping to solve the problem at hand.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot In this study secondary data is used for the exploratory research and secondary data includes data collected from existing records and personal observation The secondary sources used to collect the data are: •
Company Records,
•
Reference Books,
•
Articles in Newspapers ,
•
Magazines and Journals
•
Internet
Primary data: The primary data is collected for the purpose of solving the problem at hand. In this study primary data is collected for the descriptive research for the accurate description of the variables of the problem. The data is a first hand data collected directly from the respondents.
Method of Sampling 1. Population: Respondents from Bagalkot city. 2. sample size: The total sample size for the study was 100 respondents. 3. sample element: Handset holders.
4. Sampling
unit:
Businessmen’s,
professionals,
students,
village
people 5. sampling extent: Bagalkot city.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Data analysis and Interpretation 1 Which company mobile do you have?
Frequency Percent Valid Percent Cumulative Percent Nokia
Valid
59
59.0
59.0
59.0
samsung 11
11.0
11.0
70.0
Sony
21
21.0
21.0
91.0
LG
6
6.0
6.0
97.0
Other
3
3.0
3.0
100.0
Total
100
100.0
100.0
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Analysis: 59% respondents using Nokia handsets, 21% of respondents using Sony Ericson handsets, 11% of respondents using Samsung handsets, 6%,3% respondents using LG and other handsets respectively. Interpretation: most of respondents using Nokia handsets, Sony Ericson handsets are second most preferable by customers. 2. Are you aware of Nokia priority Dealer in Bagalkot?
Frequency Percent Valid Percent Cumulative Percent Valid yes 100
100.0
100.0
100.0
Analysis: 100% respondents are aware about Nokia priority dealer in Bagalkot..
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Interpretation: All respondents aware about Nokia priority dealer in Bagalkot.
3. How do you come to know about Nokia Priority Dealer?
Frequency Percent Valid Percent Cumulative Percent Advertisement
Valid
11
11.0
11.0
11.0
family members 17
17.0
17.0
28.0
Friends
39
39.0
39.0
67.0
Relatives
11
11.0
11.0
78.0
news papers
12
12.0
12.0
90.0
Pamplets
4
4.0
4.0
94.0
Others
6
6.0
6.0
100.0
Total
100
100.0
100.0
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Analysis: 39% respondents came to know through friends, 17% of respondents came to know through family members,12% of respondents from news paper, 11% of respondents came to know from advertisements.11%,4%,6% are came to know from relatives,pamplets,others respectively. Interpretation: most of respondents came to know about Nokia priority dealer from informal channel like friends, family members.
4. How do you feel about prices of Nokia handset?
Frequency Percent Valid Percent Cumulative Percent costly Valid
51
51.0
51.0
51.0
affordable 33
33.0
33.0
84.0
cheap
16
16.0
16.0
100.0
Total
100
100.0
100.0
Analysis: 51% respondents felt about Nokia handsets is costlier, 33% of respondents felt its affordable, 16% respondents felt cheaper. Interpretation: most if customers perused Nokia handset is a costlier handset. Babasabpatilfreepptmba.com
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
5. According to you Nokia handsets are:
Frequency Percent Valid Percent Cumulative Percent 2
Valid
2.0
2.0
2.0
excellent 27
26.5
26.5
28.4
average
22
21.6
21.6
50.0
good
50
49.0
49.0
99.0
poor
1
1.0
1.0
100.0
Total
102
100.0
100.0
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Analysis: According to 50% of respondents said that Nokia handsets are good handsets, 27% of respondents said that nokia handsets are excellent,22% respondents said that Nokia handsets are average,1% rsespondents persued that it’s a poor. Interpretation: most of respondents said that Nokia handsets are good handsets.
6. Do you think that dealer keeps all models of Nokia?
Frequency Percent Valid Percent Cumulative Percent yes Valid no
85
85.0
85.0
85.0
15
15.0
15.0
100.0
100.0
100.0
Total 100
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Analysis: 85% respondents said that dealer provides him all models of nokia in the store. 15% are said that dealer is unable to provide all models of Nokia. Interpretation: Majority of respondents said that all models of nokia handsets are available in store.
7. What you think about price of handsets in Nokia priority dealer compared to other authorized dealer?
Frequency Percent Valid Percent Cumulative Percent Valid high
52
52.0
52.0
52.0
affordable 28
28.0
28.0
80.0
similar
14
14.0
14.0
94.0
cheap
6
6.0
6.0
100.0
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Total
100
100.0
100.0
Analysis: 52% respondents said that Nokia priority dealer put high prices compared to other authorised dealer, 28% respondents felt that Priority dealer sells handsets at affordable price, 14% of respondents said there is no difference in pricing.6% respondents said that Priority dealer sells at cheaper rate. Interpretation: most of respondents said Nokia priority dealer sells to customer at higher price compare to other dealers.
8. What do you think about availability of products and services given by Nokia priority dealer compared to other companies?
Frequency Percent Valid Percent Cumulative Percent Valid excellent 11
11.0
11.0
11.0
22
22.0
22.0
33.0
moderate 54
54.0
54.0
87.0
good
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot poor
13
13.0
13.0
Total
100
100.0
100.0
100.0
Analysis: 54% respondents said Nokia service is moderate, 22% of respondents said good service ,13% of respondents said its poor service compare to others. Interpretation: most of respondents said that Nokia products and services are moderate as compared to other companies.
9. When you visited the Nokia priority dealer did you find the needed handset in Store?
Frequency Percent Valid Percent Cumulative Percent Valid yes
78
78.0
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78.0
78.0
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot no
22
Total 100
22.0
22.0
100.0
100.0
100.0
Analysis: 78% respondents said they got that needed handset in store.22%, respondents said that they didn’t get need handset in store. Interpretation: most of respondents got their needed handset in store.
10. The behaviour of sales people with customer in Nokia priority dealer is
Frequency Percent Valid Percent Cumulative Percent Valid excellent 21 average
38
21.0
21.0
21.0
38.0
38.0
59.0
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot good
37
37.0
37.0
96.0
bad
4
4.0
4.0
100.0
Total
100
100.0
100.0
Analysis: 37% respondents said that sales person’s behaviour was good, 38% respondents said average, 21% respondents said excellent, 4% respondents said that they are not happy about sales person’s interaction. Interpretation: most of respondents said that the behaviour of sales persons in store was average.
11. Rate the Nokia priority dealer according to following factors:
Billing
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Frequency Percent Valid Percent Cumulative Percent excellent
81
81.0
81.0
81.0
Valid very good 19
19.0
19.0
100.0
100.0
100.0
Total
100
Analysis: 81% respondents said that billing in Nokia priority is excellent.19% of respondents said that billing is very good. Interpretation: most of respondents said billing is excellent.
Post service
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Frequency Percent Valid Percent Cumulative Percent
Valid
good
13
13.0
13.0
13.0
bad
63
63.0
63.0
76.0
very bad 24
24.0
24.0
100.0
Total
100.0
100.0
100
Analysis: 63% respondents said that service in Priority dealer is bad, 24% respondents said that service is very bad, 13% respondents said post purchase service is good. Interpretation: most of respondents said post purchase service is bad.
Price
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Frequency Percent Valid Percent Cumulative Percent excellent Valid
8
8.0
8.0
8.0
very good 47
47.0
47.0
55.0
good
45
45.0
45.0
100.0
Total
100
100.0
100.0
Analysis: 47%,45% respondents said billing is very good, good respectively. 8% respondents said billing is excellent. Interpretation: most of respondents satisfied with billing process.
Sales man Frequency Percent Valid Percent Cumulative Percent
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
excellent Valid
22
22.0
22.0
22.0
very good 42
42.0
42.0
64.0
good
36
36.0
36.0
100.0
Total
100
100.0
100.0
Analysis: 42%, respondents said that sales mans behaviour with customer is very good, 36%,22% respondents said that sales persons behaviour is good and excellent respectively.. Interpretation: most of respondents said that they are happy with the sales person’s behaviour.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Sets available Frequency Percent Valid Percent Cumulative Percent excellent
21
21.0
21.0
21.0
very good 63
63.0
63.0
84.0
13
13.0
13.0
97.0
bad
3
3.0
3.0
100.0
Total
100
100.0
100.0
Valid good
Analysis: 63%, respondents said no. of sets available is very good, 21%respondents said sets available is excellent and 13%, 3% respondents said no. of sets available is good and bad respectively. Interpretation: most of respondents got their needed handset in Nokia priority.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Hypothesis
Data analysis method: Data analysis is crucial step in the market research. The purpose of the analysis is to interpret the collected data and draw the conclusions from the mass of collected data. The statistical calculation is the unscratchable parts of any survey.
Test used Here I have used the Z test because the sample size is more than 30. In this test I have used standard error as the standard deviations because I am dealing with the proportions. Sigma p = P (1-P)
n-1
where P = population proportion Po= sample proportion S= standard error n = sample size
Zcal = Po-P S
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Hypothesis: The hypothesis is tested with the help of questionnaire the Ho states that more than 30% respondents are told that NOKIA priority service is good , as per data collected 13 out of 100 respondents are told that NOKIA priority service is good. H0= more than 30% respondents said that service rendered by Nokia priority dealer is good. H1= less than 30% respondents said that service rendered by Nokia priority dealer is good.
Using Z test can prove this. P= 0.30 n = sample size 100 a (alpha)= 5% level of confidence
Z= 1.64 (referring table)
S=
P (1-P)
n-1 =
0.30(1- 0.30) 100-1
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
S= 0.0460 Po=13/100=0.13
Zcal= Po-P/S.E = 0.13-0.30/0.0460
Zcal= -3.695 Conclusion: Reject Ho because it is not falls under the confidence level i.e.1.64
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Findings 1. 59% respondents were using Nokia handsets 3% respondents using LG 2. All respondents are aware about Nokia priority dealer in Bagalkot.. 3. 39% respondents came to know about NPD through friends & 0nly 4% respondents came to know through pamphlets, 4. 51% respondents felt that Nokia handsets are costlier and 16% respondents felt cheaper. 5.
50% of respondents said that Nokia handsets are good handsets and 1% respondent’s persued that it’s a poor.
6. 85% respondents said that dealer provides him all models of nokia in the store. 15% are said that dealer is unable to provide all models of Nokia. 7. 52% respondents said that Nokia priority dealer put high prices compared to other authorised dealer, 6% respondents said that Priority dealer sells at cheaper rate. 8.
54% respondents said Nokia service is moderate 13% of respondents said its poor service compare to others.
9.
78% respondents said they got that needed handset in store.22%, respondents said that they didn’t get need handset in store.
10. 38% respondents said average, 4% respondents said that they are not happy about sales person’s interaction. Babasabpatilfreepptmba.com
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
11. 63% respondents said that service in Priority dealer is bad, 13% respondents said post purchase service is good. 12. 47% respondents said billing is very good, 8% respondents said billing is excellent. 13. 42%, respondents said that sales mans behaviour with customer is very good, 22% respondents said that sales persons behaviour is good and excellent. 14. 63%, respondents said no. of sets available is very good , 3% respondents said no. of sets available is bad.
Suggestions: 1. Nokia priority dealer has to look over all variety of Nokia handsets at their out let. 2. NPD has to sell handsets at competitive price that may results in improved sales. 3. The dealer has to improve post service by appointing more technicians and updating the existing computers. 4. The sales person’s interaction with customers has to improve by giving proper training.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Conclusion From the study, it may conclude that, the perception towards NPD is good in Bagalkot city and almost all people are aware of its presence in the city. Most of the customers came to know about priority dealer through their friends, so the satisfaction level among customer is high. Few customers felt that the handsets sold in NPD are costlier. So NPD has to sell the handsets at reasonable rate. During the study it is also noticed that majority of customers are not happy with post service it. Nokia priority dealer has to look over all variety of Nokia handsets at their out let, so the customers are happy with the availability of models. So we can conclude that the overall perception towards Nokia priority dealer is positive and customers are satisfied with the way of management of NPD.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
Part - III
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
ANNEXURES
Questionnaire 1 Personal Profile: a) Name: ________________________________________________ b) Age : _________________________________________________ c) Occupation: ___________________________________________
d) Gender:
2
Male
□
Female
□
Which company mobile do you have? Nokia
□
Samsung
□
Sony
□
LG
□
If others specify _______________________
3
Are you aware of Nokia priority Dealer in Bagalkot? Yes
4
□
No
□
How do you come to know about Nokia Priority Dealer? Advertisement
□
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Family member’s
□
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot Friend’s
□
Relatives
□
News papers
□
Pamphlets
□
□
Others
5
How do you feel about prices of Nokia handset? Costly
6
□
Affordable
Good
□
□
Average
□
Poor
□
□
Do you think that dealer keeps all models of Nokia?
Yes
8
Cheap
According to you Nokia handsets are: Excellent
7
□
□
No
□
What you think about price of handsets in Nokia priority dealer compared to other authorized dealer?
9
High
□
Affordable
□
Similar
□
Cheap
□
What do you think about availability of products and services given by Nokia priority dealer compared to other companies? Excellent
□
Moderate
□
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Good Poor
□ □
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot 10 When you visited the Nokia priority dealer did you find the needed handset in Store? Yes
□
No
□
11 The behaviour of sales people with customer in Nokia priority dealer is Excellent
□
Average
□
Good
□
Bad
□
11 Rate the Nokia priority dealer according to following factors:
Excellent
Very
Good
Bad
Very bad
good Post service Sales man No of sets available Billing Price 12 Any suggestions you would like to give to improve Nokia priority services?
Sign
Thank you for your valuable response
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
BIBLIOGRAPHY
BOOKS: Consumer Behaviour
--- Leon G. Schiffman Leslie Lazar Kanuk
Magazines: Business Week Business World Economic Times
Websites: www.nokia.in www.google.com.
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Customer perception towards Nokia Priority at Infoland technologies Bagalkot
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