Date -

PDCS Project









PRESENTED TO : PRESENTED BY :




















DECLERATION


We are Management student of Lingayas University hereby declare that this project report
entitled A study on customer satisfaction on Samsung is an original work and the same
has not been submitted by any other institute for the award of any other degree.

The interim report was presented to the supervisor and pre submission presentation was
made. Feasible suggestions have been duly incorporated in consultation with supervisor and
every effort has been made to avoid in this report nevertheless errors may creep in this report.
Any mistake, error or discrepancy noted in future may be brought to our notice.



Signature of supervisor


B.B.A. + M.B.A. - Integrated Course,
(3
rd
Year, 6th Semester)





Preservation, inspiration and motivation have always played a key
role in the success of any venture. In the present world of cut throat
competition project is likely a bridge between theoretical and practical
working, willingly I have prepared this particular project.

First of all I would like to thank the Faculty of our Department
of Business Administration which has constantly given me the
appraisal motivation and the enthusiasm to perform actively in
making of this valuable report.

I feel highly delighted with the way my dissertation report on topic
Customer Satisfactions of the company Samsung.


The BBA programme is well structured and integrated course of
business studies. The main objective of project at GRADUATION
level is to develop skill in student by supplement to the practical study
of business management in general. This project helped to gain real
life knowledge about the industrial environment and business
practices. The BBA(II) programme provides student with a
fundamental knowledge of business and organizational functions and
activities, as well as an exposure to strategic thinking of management.
In every professional course, project is an important factor. Professors
give us theoretical knowledge of various subjects in the college but
we are practically exposed of such subjects when we get the such
projects. It is only the project through which we come to know that
how a particular company works and deals with their different
customers and parts, and how they work. I learn about the preference
of Samsung mobile phones with comparison to other competitive
which would, in return, help me in the future when I will enter the
practical field. Project is an integral part of BBA(II) and each and
every student has to prepare a project.
During this whole project I got a lot of experience and came to know
about the management practices in real that how it differs from those
of theoretical knowledge and the practically in the real life and it is
true that Experience is best teacher.






Objectives
Introduction of Samsung
Customer Satisfactions
Analysis of Questionnaire
Interpretation
Questionnaire and Samples
Bibliography
















To know how Samsung deal with their
customers for their satisfaction.
To improve the ability of doing analysis and
interpretation.
To learn how to prepare a project.
To learn how to work effectively and
efficiently.
To build up communication skills.















For over 70 years, Samsung has been dedicated to making a better world
through diverse businesses that today span advanced technology,
semiconductors, skyscraper and plant construction, petrochemicals, fashion,
medicine, finance, hotels, and more. The company Samsung Electronics leads
the global market in high-tech electronics manufacturing and digital media.

Samsung Electronics commenced its operations in India in December 1995 and
is today a leading provider of Consumer Electronics , IT and Telecom products
in the Indian market. It provides 8,000 employees with around 6,000 employees
being involved in R&D. In 2010, Samsung India achieved a sales turnover of
US$3.5 billion.

Samsung India is a market leader in product categories like LED TVs, LCD
TVs; it is the second largest mobile handset brand in India. Samsung India has
won several awards and recognitions for both its corporate initiatives as well as
its product innovations in audio visual, home appliance etc.

Apart from development of innovative technology, Samsung places great
importance on acting as a responsible corporate citizen in the communities
where it operates. Its CSR programs respond to the social and environmental
needs and seek to give back to communities that support the company. In 2009,
Samsung launched the companys Corporate Social Responsibility initiative
Samsung Hope Project with projects in the areas of education, culture, sports,
social welfare and community development. Each program under the Hope
A Samsung DDR-SDRAM
Project uniquely addresses the needs of individual communities while
emphasizing on innovations for development of the community including
education, technology, engineering and IT technical training.

1969 to 2000 :
Samsung Electric Industries was established as a subsidiary of Samsung
Group in 1969 in Suwon, South Korea. Its early products were electronic and
electrical appliances including televisions, calculators, refrigerators, air
conditioners and washing machines. By 1981, the company had manufactured
over 10 million black-and-white televisions.

In 1996, the company devised a plan to sponsor major sporting events, resulting
in it becoming an official sponsor for the 1998 Winter Olympics held
in Nagano, Japan. Samsung has become a brand that is frequently associated
with large sporting events

2000 to 2010 :
For four consecutive years, from 2000 to 2003, Samsung posted net
earnings higher than five-percent; this was at a time when 16 out of the 30 top
South Korean companies ceased operating in the wake of the unprecedented
crisis



The Samsung display at the
2008 Internationale
Funkausstellung in Berlin

In December 2010, the EU granted immunity to Samsung Electronics for acting
as an informant during the investigation (LG Display, AU Optronics, Chimei
InnoLux, Chunghwa Picture Tubes and HannStar Display were implicated as
result of the company's intelligence).


2010 to present :
Despite consistent growth, Samsung, along with its chairman Lee Kun-hee, has
developed a reputation for insecurity regarding its financial stability and the
potential for future crises to arise. After returning from a temporary retirement
period in March 2010, Kun-hee stated that "Samsung Electronics' future is not
guaranteed because most of our flagship products will be obsolete in 10 years
from now.



In the first quarter of 2012, the company became the highest-selling mobile
phone company when it overtook Nokia, selling 93.5 million units compared to
Nokia's 82.7 million units. Samsung also became the largest smartphone vendor
as a result of strong sales of its Galaxy SII and Galaxy Note devices.



Samsung Group
headquarters at
Samsung Town, Seoul.







The Samsung Galaxy S II,
which incorporates a Super
AMOLED Plus screen

The Galaxy S III (left) and
the Galaxy Nexus



TOPIC












http://www.haldiram.in/abouthr.html
Customer a person, company or other entity which buy goods and services
produced by another person, company, or other entity.
Satisfaction the fulfillment or gratification of a desire or need. A source or
means of gratification.
Customer satisfaction a degree of satisfaction provided by the goods and
services to the customers. It is the fulfillment of the desires or needs of the
customers.



SAFE AND RELIABLE PRODUCTS :
Making reliable products that ensure customers' safety and health is Samsung
SDI's basic principle in product manufacturing and core to our pursuit of
customer satisfaction. In 2011, we undertook 385 projects to acquire
international safety certification, including UL, TUV and CE marks, in order to
ensure the safety of our rechargeable batteries. We applied the Robust Design
method to develop and supply products that are safe under all circumstances and
user conditions. With a view to securing product reliability that guarantees
performance, we incorporated a reliability evaluation system into our MES
(Manufacturing Execution System). Thus, anyone in the company can access
the evaluation results on a real-time basis. In 2012, in addition to our basic
activities to ensure product safety and reliability, we also plan to strengthen
quality inspection, operate a taskforce team of experts, and enhance the
capabilities of ourquality control personnel.


IMPROVING THE VOC RESPONSE PROCESS :
Customer satisfaction starts from seeing eye to eye with our customers and
listening closely to them. In 2011, we gathered broad ranging VOC (Voice of
Customers) responses regarding all stages of our processes, from development
through production, with a view to expediting VOC responses, improving the
overall quality of our products, and addressing basic customer complaints. We
maintain the objective of rapidly providing initial VOC responses within 24
hours. In addition, the VOC response process has been revamped, shortening
the lead time for full processing of customer requests to 13 days, which is an
improvement by 40% from the previous 22 days. Moreover, monitoring of our
customer point-of-contact departments, such CS and sales, has been expanded
to more effectively improve VOC response procedures. Meanwhile, daily
inspection meetings are held in which customer responserelated departments,
such as sales, development, quality, technology and production, collaborate to
provide comprehensive and rapid responses on various customer issues. We will
continue our efforts to maximize customer satisfaction and minimize customer
complaints through these active and prompt channels of communication.


CUSTOMER COMMUNICATION :
Samsung SDI seeks to actively communicate not only with our current
customers but also with potential customers and consumers in general in order
to develop and provide better products. In 2011, we conducted a consumer
survey on 2,400 users of digital devices around the world to collect respondents'
opinions as well as to identify end consumers needs regarding batteries. We
utilized the collected opinions in the survey to develop products that meet
customers' expectations by listening directly to the voice of customers on their
priorities regarding batteries in terms of location, duration, price and lifetime,
and sharing the survey results with our client companies who make digital sets.
In 2012, we plan to foster even more effective communication with our
customers by building a website dedicated to our battery products so that
consumers and potential customers can more conveniently access
comprehensive information on Samsung SDI's products.



VOC (Voice Of Customers) SYSTEM
To provide best quality product and service, you have to know what customers
want. Samsung SDI runs the VOC system, which enables Samsung SDI to listen
to customers voices and support what they want.
The process goes from VOC registration, to quick response, to action, to
solution, to confirmation, and to happy call. All VOCs are responded within 24
hours. When a problem is resolved, the relevant customer agent confirms
customer satisfaction and manages it. This is what is called Happy Call.


VOC system






PRODUCT LIABILITY


CUSTOMERS HEALTH AND SAFETY :
Even though Samsung SDI are not producers of completed products, it builds
products with safety and heath considerations throughout the product life cycle
from product use by consumers and disposal.

Samsung SDI abides by processes considering product safety and eco-
friendliness for all products including PDP, batteries, CRT, and mobile displays.

As Samsung SDI is equipped with processes that enable consideration of a
product's impacts on consumer health and safety, via product group from the
product conceptualization, R&D, development, and design phases, It reviews
various potential risk elements such as explosion, toxic materials, leakage,
electric shocks, fire, and injury. In order to shield customers from any
hazardous threats to health and safety, the company is equipped with numerous
documented procedures by which all equipment and products have to be
reviewed for their safety specifications and be approved for them. In product
manufacturing and production, use of hazardous materials are discouraged as
much as possible to care for the health of customers and employees.

FOR NO.1 SAFETY AND QUALITY :
Securing safety and quality of lithium ion battery is essential to our survival as
well as enhancing customer satisfaction. Our rigorous quality control has
protected us from being involved in any safety-related accidents or product
recalls. In 2009, we launched the Customer Environment Test at the products
customer approval phase to inspect safety risks of new models and businesses
and introduced customer safety guidelines. Also, we are fueling customer
happiness by setting up local reliability centers in strategic overseas locations to
respond swiftly to customer requests related to product credibility and quality.

Safety & Reliability Center of Battery Div.

The Battery Division maintains its own safety protocol to ensure safety and
reliability of rechargeable batteries and applies stricter specifications than all
other safety specifications, including UL.

CERTIFICATION MARKS :
Samsung SDI provides customers with information on the safe usage of its
products and their impact on the environment, such as recycling information.
Most product certification marks are the basic requirement of the customers.
Regarding safety in particular, products that have passed our internal inspection
standards and have been verified by a 3rd party are marked accordingly.
Rechargeable batteries for IT devices and displays have the RoHS (Restriction
of Hazardous Substances Directive) compliant mark on them. In addition, we
collect environmental information on the components and eliminate those that
may have negative environmental or social impacts.








ESEARCH ETHODOLOGY

The procedure of conducting the study requires a lot of attention to be paid, for
it has a direct bearing on securing reliable and meaningful information. It is
because of this reason that the research methodology adopted for a study needs
to be elaborated upon. At the same time research methodology helps the
researcher to give his reasons for adopting a certain course of action while
ruling out the other. With this idea in mind, the methodology has been
separately mentioned in this study.

1. RESEARCH DESIGN
Exploratory

2. SAMPLE SIZE
58 respondent

3. SAMPLING DESIGN
Random Sampling
Judgmental Sampling
Cluster Sampling


4. DATA SOURCE
Primary Source
Secondary Source

5. RESEARCH METHODS
Survey


6. DATA COLLECION TOOLS
Questionnaire

7. STATISTICAL TOOLS
Statistical analysis using Mean & Pie Charts


1) Do you have a mobile phone?
a. Yes 56
b. No 02









Yes
97%
No
3%
Yes No

2) Which price bracket you will follow while purchasing handset?
a. 1000 5000 10
b. 5000 10000 20
c. 10000 15000 15
d. 15000 20000 10
e. 20000 or more 03











1000 - 5000
17%
5000 - 10000
35%
10000 - 15000
26%
15000 - 20000
17%
20000 or more
5%
1000 - 5000
5000 - 10000
10000 - 15000
15000 - 20000
20000 or more
3) Which company you like most?
a. Samsung 35
b. Others (specify) 23






4) From which source you came to know about Samsung mobiles?
a. Advertisement 28
b. Newspaper 06
c. Mouth Publicity 24

Samsung
60%
Others (specify)
40%
Samsung
Others (specify)







5) Since how long you are using Samsung mobiles?
a. 1 month 14
b. 2 6 months 13
c. 6 12 months 04
d. More than one year 27

Advertisement
48%
Newspaper
10%
Mouth Publicity
42%
Advertisement
Newspaper
Mouth Publicity








6) Which quality you like most about Samsung mobiles?
a. Touch quality 20
b. Camera 12
c. Android 23
d. Battery backup 03
1 month
24%
2 - 6 months
22%
6 - 12 months
7%
more than one
year
47%
1 month
2 - 6 months
6 - 12 months
more than one year



7) Which model you like most?
a. Samsung wave 03
b. Samsung galaxy 36
c. Samsung tab 13
d. Samsung ace 06


Touch quality
34%
Camera
21%
Android
40%
Battery backup
5%
Touch quality
Camera
Android
Battery backup
Samsung wave
5%
Samsung galaxy
62%
Samsung tab
23%
Samsung
ace
10%
Samsung wave
Samsung galaxy
Samsung tab
Samsung ace


8) Are you satisfied from Samsung mobiles?
a. Yes 45
b. No 13



















Yes
78%
No
22%
Yes No
9) Rate the following features on the basis of your satisfaction:

Excellent Very
Good
Fairly
Good
Average Poor
Android 25 19 06 05 -
Camera 24 14 09 04 03
Memory 12 13 15 10 03
Design 15 24 07 06 02
Music
Player
15 21 11 06 02
Display 24 19 08 03 01
TOTAL 115 110 56 34 11




















10) For how many years you used a single Samsung mobile?
a. One year 38
b. Two years 15
c. Three years 02
d. More 03




Excellent
35%
Very good
34%
Fairly good
17%
Average
11%
Poor
3%
Excellent
Very good
Fairly good
Average
Poor
One year
66%
Two year
26%
Three year
3%
More
5%
One year
Two year
Three year
More
11) Will you recommend your friends for buying Samsung mobiles?
a. Yes 43
b. No 15







12) Can you recall the advertisements?
a. Yes 34
b. No 24

Yes
74%
No
26%
Yes No






13) Are you satisfied from after sale services?
a. Yes 38
b. No 20



Yes
59%
No
41%
Yes No
Yes
66%
No
34%
Yes No




14) Are the survey centres easily accessible to you?
a. Yes 36
b. No 22








15) Do you get proper response from customer care?
a. Yes 41
b. No 17

Yes
62%
No
38%
Yes No







16) Rank according to your preferences
a. Samsung wave 02
b. Samsung galaxy 34
c. Samsung tab 15
d. Samsung ace 07

Yes
71%
No
29%
Yes No





17) Which factor you consider while buying the mobile phones?
a. Company name 08
b. Quality 32
c. Price 02
d. Features 16


Samsung wave
3%
Samsung galaxy
59%
Samsung tab
26%
Samsung ace
12%
Samsung wave
Samsung galaxy
Samsung tab
Samsung ace
Company name
14%
Quality
55%
Price
3%
Features
28%
Company name
Quality
Price
Features


18) What is your overall view on Samsung mobile?
a. Very good 25
b. Good 22
c. Average 08
d. Poor 03






Very good
43%
Good
38%
Average
14%
Poor
5%
Very good
Good
Average
Poor


As per the analysis, almost everyone is having mobile phones. Now a days each
person is preferring Samsung mobile phones especially Samsung Galaxy.
People are so much attracted to this mobile phone that they are buying them at
any cost (5000 15000). Samsung are providing mobile phones in low budgets
with good qualities and features. Most of the people are using Samsung mobile
phones. They are getting aware of these phones by advertisements, buzz
marketing and sometimes through newspapers also, their durability is also good.
Mobile phones are android, touch quality is good. Almost everyone is satisfied
from Samsung mobile phones. Few thing are there, which people want should
be improved such as battery backup, service centres are not easily accessible,
should have front camera, availability of themes etc. Everyone is recommending
Samsung mobile phones to others. After sale services are also good. Samsung is
providing proper response to the customers. People are preferring Samsung
galaxy more, ace, tab etc. While buying the mobile phones customers consider
quality more. Over all view on Samsung mobile phones of people or customers
is very good.






www.google.com
www.wikipedia.com
www.samsung.com
www.dictionary.com