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org (E-ISSN 2348-1269, P- ISSN 2349-5138)

A STUDY ON MOBILE USERS ATTITUDE

TOWARDS MOBILE REPAIR SERVICES IN
DINDIGUL CITY
Author: Dr. S. Sukumar,
Associate Professor of Commerce,
Parvathy’s Arts and Science College, Dindigul, Tamil Nadu.
ABSTRACT
Mobile technology is the technology used for cellular communication. Mobile technology has evolved rapidly over the past few
years. Since the start of this millennium, a standard mobile device has gone from being no more than a simple two-way pager to being
a mobile phone, GPS navigation device, an embedded web browser and instant messaging client, and a handheld gaming console. Many
experts believe that the future of computer technology rests in mobile computing with wireless networking. Mobile computing by way of
tablet computers are becoming more popular. The communications networks that connect these devices are loosely termed wireless
technologies. They enable mobile devices to share voice, data and applications (mobile apps). Mobile technology is pervasive and
growing. The number of smartphone users has climbed beyond 3 billion and the global mobile workforce is expected to reach 1.87 billion
by 2022. Mobile Phone Fault Finding for Mobile Cell Phone Repairing – In order to repair any mobile cell phone, we must find and know
fault or problem present in Different Sections of Mobile Phone, Parts and Components. Basically, there are 3 types of faults in cell
phones 1. Settings Faults 2. Software Faults 3. Hardware Faults
Key Words: Mobile Phone, Variety, Faults, Tools used, Repair service.
1. INTRODUCTION
Mobile Phone is an electronic device used for communication and messaging. Now days this has become very popular and
essential need of the society. These are available in various make and brands in the market. Therefore, repairing and servicing of mobile
phones are also required to be done. This has got a prospective market. Repairing and Servicing of mobile phones have a good market
prospect all over the country. This business can be started in a very less investment. Though branded companies have their own service
centre but the demand for repairing of mobile phones are very high therefore more service centres are required. Mobile phone repair as a
career is gaining a lot of transaction among the youth. This is because of the increasing popularity of smartphones and iPhones. In today’s
world people are beginning to keep more than one mobile phone. And almost everyone who can use a phone owns one. Also, one of the
better reasons to make a career in mobile repairing is that there is good future in it as mobile phones are here to last till eternity. The
future of mobile repairing technicians looks bright as there are various jobs, opportunities and growth in this booming sector. A lot of
these people fail to solve the simplest of problems simply because they are not gadget savvy. With the future of smartphones looking
bright, the future of smartphone repairing technicians is obviously bright as there are countless job and business opportunities in this
growing industry.
2. STATEMENT OF THE PROBLEM
Mobile phone is an Electronic Device and also it has been included a Software. Because of that this electronic device have lot of
electronic parts (IC, Capacitor, Resistor, Diode, Coil, Relay, Transistor, etc.) and settings for main software not only that but also these
electronic parts or Software Settings can be damaged or changed. Therefore, your mobile phone may be damaged. A typical mobile
phone has two main kinds of faults as Hardware and Software faults. But some software faults are coming with settings so we can divide
that faults as following main parts.
Hardware: When Damage any Hardware parts (Electronic parts or PCB)
Software: When Damage Software which is in mobile phone.
Settings: When change mobile phone settings as unconditional
“The problem is mobile phone users are facing more issues while using mobile phone and that problems are may minor or major.
Depends upon the problem the mobile usage will be determined that whether repair or resale or exchange or go for new one. The repaired
handset life, durability, access, speed, cost of repairing and spare availability is very big issue. The present study titled “a study on mobile
users’ attitude towards repair services in Dindigul city” is considered as relevant as no such a study has been made yet.
3. SCOPE OF THE STUDY
The mobile user’s day by day increased in rapid and the services are also extended like online courses, mobile banking, games,
video, audio, social networks, maps, navigations, SMS, sharing information from one to one, immediate contact, storing information and
more activities done through mobile. India is now holding the second position in the population. The mobile user base is increasing every
day in updated technology market. The research is conducted for examining the awareness of operation methods, reuse of mobile phone,
faults, rectification methods, software and hardware used, updated technology, need of market, price of mobile and service charge,
number of hours spent with mobile phone per day and the like. The study has been undertaken mainly to assess the effect of using mobile
phone, cost of service, availability of service, methods of service, tools which are used and to analyse the socio-economic factors,
influencing the mobile users Attitude.
4. OBJECTIVES
The overall objective of the study is to examine the mobile repair service from mobile user’s attitude and the extent of
satisfaction derived by the mobile users on the various features of mobile repair services offered by the repair centre. The specific
objectives of this study are:
1) To overview the mobile structure, technology, parts and its services.
2) To evaluate the mobile repair centre history, types and its causes,
3) To find the mobile user’s attitude towards mobile repair centre for the rectification of faults.
4) To identify the level of satisfaction towards mobile repair service
5) To offer suggestions for the improvement of mobile repair based on findings of the study.

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5. HYPOTHESES OF THE STUDY

 There is no association between sources of awareness and socio-economic factors.
 There is no association between identification of faults and types of faults.
 There is no association between mobile parts and mobile phone.
6. PERIOD OF THE STUDY
The secondary data used for this study provides details like the origin mobile phone, history of mobile repair services, types of
faults, spares, method of repair, tools used in repair, technology adopted, cost of service, duration of service, manufacturing method,
production were collected from the source for the period from the beginning to May 2017. The survey for the collection of primary data
was conducted from February 2020 covering a period of one month.
7. GEOGRAPHICAL AREA
The geographical area of the study is confined to Dindigul city which is located in the southern part of Tamil Nadu. Dindigul
city is a one of the most developing District of Tamil Nadu with a rich tradition, industry, education and technology. Hence, the
researcher has chosen Dindigul city as a suitable area for this study due to the availability of people at economic levels.
8. METHODOLOGY OF THE STUDY
The present study is an empirical study and survey method for achieving the said objectives, both the primary and secondary
data have been used in this study For the purpose of collecting primary data with regard to the attitude and behaviour of mobile users, the
researcher had designed a comprehensive interview schedule which was duly pre-tested. Those who are using the mobile phone and
repair their phone have been considered as sample respondents for the present analysis.
9. SAMPLING DESIGN
The main aim of the study is to examine the mobile users and attitude towards the repair of mobile in Dindigul city. The
researcher has interviewed a total number of 136 respondents using mobile phone after repairing. These respondents are drawn across in
and around Dindigul city. As the responses received from 36 respondents were inadequate and contradictory to the required information,
they were not considered for the present study. Finally, the information provided by 100 respondents using repaired mobile users has
been taken for the present analysis.
10. DATA ANALYSIS AND DISCUSSION
10.1. Type of mobile phone used
Mobile market is having more variety of phones with different features, easy operation methods, operation awareness, manuals,
spare parts handling and more. The researcher classified the using phones for this study likely bar phone, touch screen phone, flip phone
and slider phone. It analyses the kind of mobile phone used by the respondents and results are presented in table no. 10.1.
Table no 10.1 Type of Mobile
Particulars Male Percent Female Percent
Bar Phone 9 14.062 6 16.66
Touch Screen phone 51 79.68 28 77.77
Flip Phone 3 4.68 2 5.55
Slider Phone 1 1.56 0 0
Total 64 100 36 100
It is observed from the above table no 4.7 that more than 75 percent of respondents in male and female category using Touch
screen phone among middle level income category. 14.06 percent male respondents and 16.66 percent female respondents are using Bar
phone among the low-level income category. Minimized percent of the respondents among gender group using advanced phones likely
Flip phone or slider phone under high level income category.
10.2. Action against faulty mobiles
Mobile phone is an electronic device. The users don’t know about the life of mobile, kinds of mistakes and faults, using
methods, repair service, mobile handling and cost of repair. If the phone is functioning properly no issue, if it has any faults, the
researcher made an attempt to analyse the mobile owner status regarding handle the mobile phone i.e. whether he has to resale the
mobile, rectify the fault, purchase new mobile or purchase new mobile with exchange scheme. The result is presented in table no 10.2.
Table no10.2 Action against faulty mobile
Particulars Male Percent Female Percent
Resale 4 6.25 1 2.77
Repair 45 70.31 14 38.88
Purchase new 12 18.75 18 50
Purchase new in Exchange 3 4.68 3 8.33
Total 64 100 36 100
It is observed from the above table 4.9 that 70.31 percent of male respondents are to be repair their mobile and 50 percent of
female respondents are buying new mobile phone if fault is occurred in their mobile. 38.88 percent female respondents repairing their
mobile and 18.75 percent of male respondents are buying new mobile. Minimized percent of the respondents are resale their mobile in
both the category.
10.3 Types of Repair Service
Customer buying new mobile phone the manufacturer is giving free service or replacement of parts or mobile, spares only
chargeable and warranty and if it is not under mentioned specification it will be fully paid service categories are available in the market.
The researcher analysed that the kinds of service facility are adopted by the customer and the result is presented in table no 10.3

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Table no 10.3 Type of Repair Service

Particulars Male Percent Female Percent
Warranty Service 17 26.56 14 38.88
Paid Service 35 54.68 15 41.66
Free Service 12 18.75 7 19.44
Total 64 100 36 100
Table no. 10.3. expressed that the sample of 100 respondents 35 male and 15 female respondents are using paid service scheme
because their mobile occurred fault only after the warranty period i.e. after one year. 17 male and 14 female respondents are availing
warranty service without any cost because the phone is having fault within stipulated period. 12 male and 7 female respondents are
utilized fully free service.
10.4. Association between sources of awareness and socio-economic factors
This part of the chapter explains the mobile user’s awareness towards mobile parts, service facility, cause and effects of mobile
repair done by the service centre. Information is gathered from the sample respondents belonging to different sections of society
irrespective of gender, education, age, occupation and annual income and it differs from each and every range of this sample study. The
awareness about the cause and effect, mobile usage, operation method, functions which are incurred in mobile, defaults in the mobile,
complaining system, recovery of data, any time service provision, size of mobile, manufacturers, quality of the phone and price of the
mobile, discussions with knowledgeable persons before using the mobile and are other related factors have also been analyzed. For the
purpose of analysis, statistical tool chi-square tests and ranking have been adopted. The chi-squared test is the statistical hypothesis test in
which the sampling distribution of the test statistic is a chi-square distribution when the null hypothesis is true. Chi-squared tests are often
constructed from a sum of squared errors, or through the sample variance. Test statistics that follow a chi-squared distribution arise from
an assumption of independent normally distributed data, which is valid in many cases due to the central limit theorem. A chi-squared test
can be used to [attempt rejection of] the null hypothesis that the data are independent. Also considered a chi-square test is a test in which
this is asymptotically true, meaning that the sampling distribution (if the null hypothesis is true) can be made to approximate a chi-square
distribution as closely as desired by making the sample size large enough. The chi-squared test is used to determine whether there is a
significant difference between the expected frequencies and the observed frequencies in one or more categories. Pearson's chi-square test,
also known as the chi-square goodness-of-fit test or chi-square test for independence. It was developed in the year 1900. When the chi-
square test is mentioned without any modifiers or other precluding contexts, this test is often meant (for an exact test used in place of chi
square test the source of awareness through mobile manual, known through online, sharing information by company representatives,
through friends and relatives based on their experience, through referral market and through the mobile retailer or dealer or seller.
The association between the source of awareness of mobile service centre and educational qualification, age and gender of users
has been analyzed with the help of chi-square test based on the basis of null hypothesis (Ho), i.e. there is no association between the
opinion to aware mobile service centre and socio economic factors and educational qualification, age, gender of users and alternative
hypothesis (H1), viz. there is an association between awareness of mobile service centre and socio economic factors and educational
qualification, age, gender of users The result of the analysis is shown below in the Table 10.4.
Table no. 10.4 Association between sources of awareness and socio-economic factors
Particulars AGE (<1) GENDER EDUCATION
Through Manual 19.040 (df – 4) 12.854* (1) 21.098 (df – 3)
Through Online 20.000 (df -4) 14.780* (df – 1) 22.114 (df – 3)
Company Representatives 22.638 (df – 4) 13.580* (df – 1) 19.919 (df – 3)
Friends and Relatives 24.200 (df – 4) 13.889 (df – 1) 26.965 (df – 3)
Through Reference 24.470 (df – 4) 12.348 (df – 1) 28.344 (df – 3)
Through Seller 21.090 (df – 4) 13.511 (df – 1) 30.776 (df – 3)
It is observed from the above table 10.4 that the calculated chi-square value is more than one percent critical value for the
sources Age, Educational qualification and gender with the sources are through manual, through online, company representatives, friends
and relatives, through reference and through seller in all the factors, Hence the null hypotheses for these sources are rejected. Hence it can
be concluded that there is association between the sources of awareness and socio-economic factors.
10.5 Types of faults
In mobile, users are facing various kinds of faults in their mobile phone. That faults are called as hardware and software fault.
Hardware fault means mistakes happened in the instrument and software fault means facing issues in operation of mobile phone. The
researcher analysed among the respondents whether they are experienced in the kinds of faults and results in table no 10.5.
Table no 10.5 Types of fault
Particulars Male Percent Female Percent
Hardware Fault 30 46.87 18 50
Software Fault 34 53.12 18 50
Total 64 100 36 100
Source: Primary Data
It is observed from the above table 10.5 that 53.12. percent of the male and 50 percent female respondents are experienced
software fault in their mobile phone. 46.87 male and 50 percent female respondents are faced hardware faults in their mobile phone.
10.5 Hardware faults
In mobile phone various kinds of hardware faults are faced by the mobile users that are battery charging problem, battery
problem, network not working, overheating problem, sound faults, ear piece, ringer, micro phone issues, display problems, LED
problems, touch screen problems, keypad problems, SIM fault and internet and Wi-Fi connectivity. The researcher analysed the above
said problems which are occurring in mobile and result is given in table no 4.17.

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Table no 10.5. Occurring hardware fault

Responses Percent of
Hardware faults frequencies
N Percent Cases
Battery Charging faults 39 12.2% 39.0%
Battery Problem 32 10.0% 32.0%
Network not working 27 8.4% 27.0%
Overheating Problem 30 9.4% 30.0%
Sound faults 30 9.4% 30.0%
Ear piece, Ringer, Micro Phone 23 7.2% 23.0%
Hardware
Display problems 27 8.4% 27.0%
LED problems 16 5.0% 16.0%
Touch screen problem 25 7.8% 25.0%
Key pad problems 23 7.2% 23.0%
SIM Faults 22 6.9% 22.0%
Wi-Fi and Internet Connectivity 26 8.1% 26.0%
Total 320 100.0% 320.0%
a. Dichotomy group tabulated at value 1.
Table no 10.5 states that 39 percent cases faced battery charging problems, 32 percent of cases felt in battery fault, 30 percent
cases faced overheating and sound faults in their mobile. 27 percent cased mobile phones occurred network and display problems in their
mobile. 26 percent of cases faced Wi-Fi connectivity issues, 25 percent cases occurred touch screen problems, 23 percent cases are
having keypad issues, ear piece, ringer faults and micro phone issue in their phone and 22 percent of cases faced SIM issues and 16
percent of cases LED problems in their mobile phone.
10.6. Software faults
The researcher made an analysis regarding software faults occurred in the mobile phone. This study is considered the following
software faults such as display problems, no signal message, phone dead, phone on test mode, phone is not charging, message to contact
service provider and phone hang or goes off freezes. The result of the study is given in table no 10.6
Table no 10.6. Occurring software fault
Responses Percent of
Faults Frequencies
N Percent Cases
Display Problems 45 23.3% 48.9%
No Signal Message 31 16.1% 33.7%
Phone Dead 20 10.4% 21.7%
Software Phone on test mode 20 10.4% 21.7%
Phone not charging 30 15.5% 32.6%
Message to contact service provide 13 6.7% 14.1%
Phone hangs, Goes off Freezes 34 17.6% 37.0%
Total 193 100.0% 209.8%
a. Dichotomy group tabulated at value 1.
Table no. 10.6 express that 48.9 percent faced display problems in their mobile phone. 37 percent of cases mobile users faced
phone hangs and goes off freezes. 33.7 percent case of respondents said no signal message issue in their mobile. 21.7 percent of
respondents faced phone dead and phone test mode problems in their mobile. Rest of the respondents are faced contact service provider
message in their mobile.
10.7. Relationship between spare parts and types of phone
Mobile market is various kinds of phones for their customers. That are bar phone, touch phone, slider and flip phones. While
buying mobile the buyers concentrate another side i.e. availability of spare parts of phone and service facility. The spare parts are keypad,
ear piece, mouth piece, battery, power switch, power IC, Oscillator, screen, display, flash IC, charging IC, CPU, antenna and RAM. The
researcher finds the relationship between spare parts and mobile phone and result is presented in table no.10.7
Table no 10.7. Cross tabulation between parts of phone affected and types of phone
TYPES OF PHONE
Chi Tot
PARTICULARS Bar Touch Flip Slider
Square al
Phone Phone Phone Phone
Key Pad 6 40 2 0 3.162 48
Ear piece 1 9 1 0 1.067 11
Mouth Piece 5 21 1 0 1.014 27
Battery 9 32 3 1 1.661 45
PARTS Power switch 8 18 2 1 5.332 29
AFFECTED Charging IC 6 21 2 0 1.784 29
Oscillator 3 8 2 1 6.094 14
CPU 2 11 1 1 2.129 15
Antenna 2 9 0 0 .939 11
RAM 1 2 0 0 .840 3
Total 16 77 5 2 100
Percentages and totals are based on respondents.
Table no 10.7 indicates that the chi-square statistic is computed by first computing a chi-square value for each individual cell of
the table and then summing them up to form a total chi-square value for the table. The chi-square value for the cell is computed as:
(Observed Value – Expected Value)2 / (Expected Value). The chi-Square computations are highlighted. I observe that the chi-square

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value for the table is 4.19, and has an associated probability of occurring by chance less than one time in 100. Therefore, reject the null
hypothesis of no difference and conclude that there must be a relationship between the variables. I can observe the relationship in two
places in the table.
10.8 Frequency of fault occurred in mobile
Fault occurring frequency is based on the mobile life, handling methods, usage, originality of spares, structure of mobile,
number of people using and fresh purchase of refresh purchase. The researcher classified the opinion of mobile users in to three likely
frequently, rarely and occasionally. It has taken for this study and resulted in table no 10.8.
Table no 10.8 Frequency of fault occurring in mobile
Male Female
Particulars
Res Score Res Score
Frequently 12 36 7 21
Rarely 42 84 27 54
Occasionally 10 10 2 2
Total 64 130 36 77
130 / 192 * 100 77 / 108 * 100
Total
= 67.71% = 71.31%
It is inferred from the above table 10.8 that the respondent’s opinion towards fault occurring frequency of mobile phone. The
satisfaction score of the respondents towards fault frequency were opined from the both level of gender. The score is that 71.31 percent in
female and 67.71 percent in male category.
10.9. Factors considered for mobile service
Mobile users thinking about the following factors while servicing mobile such as cost of service, brand of mobile, quality of
service and mobile, durability after service, suitability of spare parts for the respective mobile, handling mobile while servicing and
service methods and tools used for service The researcher used ranking method to analyse the above factors and which mostly considered
by the mobile users. The result is presented in table no 10.9
Table no 10.9. Factors consider servicing mobile
Particular Male Rank Female Rank
Cost 35 I 27 I
Brand 19 III 16 III
Quality 29 II 26 II
Durability 14 IV 6 IV
Availability 9 VI 2 VI
Suitability 11 V 5 V
Total
117 67
Responses
It is inferred from the above table 10.9 that the majority of the respondents are thought the cost factor while buying and servicing
mobile in both the category. Hence the first rank has been gained by this factor. The second rank is gained by the Quality of mobile.
Following this third rank is gained by the factor Brand of mobile. Other factors durability, suitability and availability are placed fourth,
fifth and sixth rank respectively.

10.10 Association between mobile spare parts and types of phone

The researcher made an attempt to analyse the association between mobile spares and type of phone. The following spares area
are taken for this study such as SIM card section, memory card section, ear speaker section, speaker and ringer section, key backlight
section, LCD back light section, vibrator motor section, network section, battery charging section, FM radio section, Bluetooth section
and hands-free section and following that find the relationship between types of phone likely bar phone, flip phone, slider phone and
touch screen phone. The result is given below table no 10.10.
Table no. 10.10. Cross tabulation between phone parts and types of phone
TYPES OF PHONE
Chi Spearman
PHONE PARTS Bar Touch Flip Slider Total
Squar Correlation
Phone Phone Phone Phone
SIM card section 3 21 1 0 1.279 0.015 25
Memory card section 1 14 1 0 1.845 0.086 16
Ear Speaker Section 6 31 3 0 2.210 0.023 40
LCD Backlight Section 1 9 3 0 10.826 0.189 13
Vibrator Motor Section 6 14 2 1 4.548 0.055 23
Speaker Section 3 9 0 2 13.741 0.017 14
Section
Network Section 7 29 3 1 1.186 0.021 40
Battery charging section 5 26 1 2 4.375 0.050 34
FM radio section 3 21 1 0 1.279 0.015 25
Key Back light section 7 20 1 0 3.062 0.167 28
Bluetooth section 4 18 1 0 0.665 0.047 23
Hands free section 4 18 1 0 0.665 0.047 23
Total 16 77 5 2 100
Percentages and totals are based on respondents.
a. Dichotomy group tabulated at value 1.

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Table no 10.10 indicates that the chi-square statistic is computed by first computing a chi-square value for each individual cell of
the table and then summing them up to form a total chi-square value and correlation value for the table. It has been an associated
probability of occurring by chance less than one time in 100. Therefore, reject the null hypothesis of no difference and conclude that there
must be a relationship and association between the types of phone and kinds of spare.
10.11. Causes of mobile faults
Faults are occurring in mobile for various reasons such as excess temperature, voltage fluctuation, ionizing radiation, mechanical
shock, stress, contamination, mechanical stress, short circuits, imperfect connection and poor insulations. The researcher made an attempt
to analyse the causes of fault occurred in mobile phone and result is given in table no 10.11.
Table no. 10.11. Causes of mobile fault
Particular Male RANK Female Rank
Excess temperature 37 I 17 I
Voltage Fluctuation 33 II 13 II
Ionizing radiation 12 VI 6 IV
Mechanical shock 14 IV 8 III
Stress 22 III 8 III
Contamination 6 VIII 8 III
Mechanical stress 2 IX 8 III
Short circuits 9 VII 4 V
Imperfect connection 9 VII 3 VI
Poor insulations of wire 13 V 8 III
Total 157 85
It is observed from the above table no 10.11. that the majority 37 male respondents and 17 female respondents are opined the
cause of fault is “Excess Temperature”. Hence first rank is gained by this cause. The second rank is gained by the cause is “Voltage
fluctuation”. The third rank is gained by “Stress in both category and female category the following causes are mechanical shock,
contamination, mechanical stress and poor insulations of wire” secured third rank. Other causes are responded by very few respondents.
10.12. Opinion about repair cost
The researcher made an attempt to analyse the opinion about the repair cost and the result is present in table no 10.12. It
analysed through three-point scaling methods to find their opinion.
Table no. 10.12. Opinion about repair cost
Male Female
Particulars
Res Score Res Score
Agree 19 57 12 36
Neutral 39 78 23 46
Disagree 6 1 1 1
Total 64 136 36 83
136 / 192 * 100 = 71% 83 / 108 * 100 = 77%
The above table 10.12 shows that the respondent’s opinion towards cost of repair charges. Majority of respondents have opined
that not reasonable and not high. It is medium only. The satisfaction score given by the sample of respondents are 71 percent by male and
77 percent by female category mobile users.
10.13. Opinion about working condition of repaired phone
The researcher analyses the working condition of the repaired mobile phone and the result is given in table no 10.13.
Table no. 10.13 Working status of mobile after service
Male Female
Particulars
Res Score Res Score
Satisfied 29 87 14 42
Neutral 29 58 21 42
Dis satisfied 6 6 1 1
64 151 36 85
Total 151 / 192 * 100 85 / 108 * 100
= 78.6 % = 78.7%
It is inferred from the above table no 10.13 the respondent’s opinion towards working condition of repaired mobile phone is
neutral position. The satisfaction score of the respondent’s 78.6 percent in male and 78.7 female category of respondents.
10.14. Mobile insurance
In the recent market the mobile is costly product and the service charges are also high. For the avoidance uncertainty expenses
the insurance companies are offering insurance facility to mobile. The researcher made an attempt to analyse the number of persons
having mobile phone insurance and the result is given in table no. 10.14.
Table no. 10.14. Mobile insurance
Particulars Male Percent Female Percent
Yes 19 29.68 5 13.88
No 45 70.31 31 86.11
Total 64 100 36 100
It is observed from the above table 10.14 that majority of the respondents are not having mobile phone insurance. Very
minimized 29.68 percent in male and 13.88 percent in female respondents are having insurance for their mobile.
10.15. Analysis of factors influencing mobile users behaviour towards mobile repair
Table No 10.15 to 10.18 focuses attention on the Behavioural pattern of the mobile user’s attitude towards mobile repair centre
in Dindigul city. This section is devoted to unravel the factors influencing the Behavioural pattern of the mobile users towards mobile

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repair centre. The statistical technique 'Anova and Hotelling's t-squared test' has been adopted for analyzing the mobile user’s attitude
towards mobile service centre.
TABLE NO. 10.15. Scale statistics
Mean Variance Std. Deviation N of Items
84.6700 167.355 12.93656 26

TABLE NO. 10.16. Reliability statistics

Cronbach's Alpha Based on
Cronbach's Alpha N of Items
Standardized Items
.699 .793 26
Table no.10.17. Anova
Sum of Mean
PARTICULARS df F Sig
Squares Square
Between People 637.235 99 6.437
Between Items 134.439 25 5.378 2.778 .000
Within
Residual 4790.215 2475 1.935
People
Total 4924.654 2500 1.970
Total 5561.889 2599 2.140
Grand Mean = 3.2565
Table no. 10.18 Hotelling's t-squared test
Hotelling's T-
F df1 df2 Sig
Squared
113.370 3.435 25 75 .000
Reliability analysis refers to the fact that a scale should consistently reflect the construct it is measuring. There are certain times
and situations where it can be useful. Cronbach’s alpha, α (or coefficient alpha), developed by Lee Cronbach in 1951, measures
reliability, or internal consistency. “Reliability” is how well a test measures what it should. For example, a company might give a job
satisfaction survey to their employees. High reliability means it measures job satisfaction, while low reliability means it measures
something else (or possibly nothing at all). Cronbach’s alpha tests to see if multiple-question Likert scale surveys are reliable. These
questions measure latent variables — hidden or unobservable variables like: a person’s conscientiousness, neurosis or openness. These
are very difficult to measure in real life. Cronbach’s alpha will tell you if the test you have designed is accurately measuring the variable
of interest. The resulting αα coefficient of reliability ranges from 0 to 1 in providing this overall assessment of a measure’s reliability. If
all of the scale items are entirely independent from one another (i.e., are not correlated or share no covariance), then αα = 0; and, if all of
the items have high covariances, then αα will approach 1 as the number of items in the scale approaches infinity. In other words, the
higher the αα coefficient, the more the items have shared covariance and probably measure the same underlying concept. The standards
for what makes a “good” αα coefficient are entirely arbitrary and depend on your theoretical knowledge of the scale in question, many
methodologists recommend a minimum αα coefficient between 0.65 and 0.8 (or higher in many cases); αα coefficients that are less than
0.5 are usually unacceptable, especially for scales purporting to be unidimensional. The coefficient value is arrived from Cronbach’s
analysis is 0.793. The researcher conclude that the attitudes are highly acceptable.
11. FINDINGS
1. This study is carried out based on gender category, because Mobile repair is based on their usage, operational methods, cause and
effects, handling of mobile and updation of system. The table no 4.1. shows that the 64 percent of the respondents are under male
category and 36 percent of the respondents are falls in female category.
2. Majority of the respondents are in male and female category falls in 18 to 28 years age category. 21 male respondents and 7 female
respondents comes under the 29 to 38 years age category.
3. It helps to know and gather more information about mobile phone. 23.43 percent in male and 13.88 percent in female group
completed their school level education.
4. Majority of the respondents are working in private sector (Male 35.93 percent and 41.66 percent female). In the unstructured
employee’s category 25 percent respondents are in male and 44.44 percent respondents are female.
5. Male category 60.93 percent of respondents are falls is middle income category, 20.31 percent comes under low income level and
18.75 percent of respondents are high level income category.
6. Majority of the male and female respondents are having only one mobile. 28.12 percent male and 25 percent female respondents are
having two mobiles in their hand. Rest of the minimized respondents are having three phones in their hand.
7. More than 75 percent of respondents in male and female category using Touch screen phone among middle level income category.
14.06 percent male respondents and 16.66 percent female respondents are using Bar phone among the low-level income category.
8. 54 percent of the respondents are using medium size mobile phone which are available with all features. 26.56 percent male
respondents and 19.44 percent female respondents are using small size phone based on their requirement.
9. 70.31 percent of male respondents are to be repair their mobile and 50 percent of female respondents are buying new mobile phone
if fault is occurred in their mobile. 38.88 percent female respondents repairing their mobile and 18.75 percent of male respondents
are buying new mobile.
10. 35 male and 15 female respondents are using paid service scheme because their mobile occurred fault only after the warranty period
i.e. after one year. 17 male and 14 female respondents are availing warranty service without any cost because the phone is having
fault within stipulated period.
11. 42.18 percent male preferred authorized mobile service centre and 33.33 percent female repairing their phone in private service
centre. 27.77 percent female respondents are using company and authorized service centre for mobile service.
12. The calculated chi-square value is more than one percent critical value for the sources Age, Educational qualification and gender
with the sources are through manual, through online, company representatives, friends and relatives, through reference and through

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seller in all the factors, Hence the null hypotheses for these sources are rejected. Hence it can be concluded that there is association
between the sources of awareness and socio-economic factors.
13. 31.25 percent male and 36.11. female respondents met the repair centre officials directly and they get clarification immediately.
29.68 percent male respondents and 27.7 percent female respondents availed door step service for rectification of their mobile
faults. 26.56 and 25 percent respondent male and female respectively contact service centre through phone only.
14. The calculated chi-square value is less than one percent critical value for the opinion there is association between fault finding and
gender in all the opinion. Hence the hypotheses for this opinion is rejected. Hence it can be concluded that there is association
between the gender and fault findings.
15. 53.12. percent of the male and 50 percent female respondents are experienced software fault in their mobile phone. 46.87 male and
50 percent female respondents are faced hardware faults in their mobile phone.
16. 39 percent cases faced battery charging problems, 32 percent of cases felt in battery fault, 30 percent cases faced overheating and
sound faults in their mobile. 27 percent cased mobile phones occurred network and display problems in their mobile. 26 percent of
cases faced Wi-Fi connectivity issues, 25 percent cases occurred touch screen problems, 23 percent cases are having keypad issues,
ear piece, ringer faults and micro phone issue in their phone and 22 percent of cases faced SIM issues and 16 percent of cases LED
problems in their mobile phone.
17. 48.9 percent faced display problems in their mobile phone. 37 percent of cases mobile users faced phone hangs and goes off freezes.
33.7 percent case of respondents said no signal message issue in their mobile.
18. The chi-Square computations are highlighted. I observe that the chi-square value for the table is 4.19, and has an associated
probability of occurring by chance less than one time in 100. Therefore, reject the null hypothesis of no difference and conclude that
there must be a relationship between the variables. I can observe the relationship in two places in the table.
19. The satisfaction score of the respondents towards fault frequency were opined from the both level of gender. The score is that 71.31
percent in female and 67.71 percent in male category.
20. Majority of the respondents are thought the cost factor while buying and servicing mobile in both the category. Hence the first rank
has been gained by this factor. The second rank is gained by the Quality of mobile.
21. The chi-square statistic is computed by first computing a chi-square value for each individual cell of the table and then summing
them up to form a total chi-square value and correlation value for the table. It has been an associated probability of occurring by
chance less than one time in 100. Therefore, reject the null hypothesis of no difference and conclude that there must be a
relationship and association between the types of phone and kinds of spare.
22. 37 male respondents and 17 female respondents are opined the cause of fault is “Excess Temperature”. Hence first rank is gained by
this cause. The second rank is gained by the cause is “Voltage fluctuation”.
23. 42 respondents of male and 20 female respondents are getting order form from the service centre. Rest of the respondents are not
received order form.
24. 67 respondents have availed receipts and 33 respondents are getting bill for mobile service.
25. 68.75 percent male and 58.33 percent female respondents verified bill which is issued by the service centre. 41.66 percent female
respondents and 31.25 percent male respondents are not verified bill details for mobile service.
26. Majority of the sample respondents claimed against the quality of service. 45.3 male and 36.11 female respondents opined the
above reason. 23.43 male and 22.22 female respondents said the service centre is not issuing proper bill to their customer.
27. 62.5 male and 50 female respondents are known service charges from their bill. 26.56 male and 30.55 female respondents are
known the spare parts changed while service. Minimized respondents are known only service tax.
28. 65 percent of male and female respondents are paid their bill through cash. 23.43 male and 27.77 female respondents are paid their
service bill through the plastic cards.
29. The respondent’s opinion towards cost of repair charges. Majority of respondents have opined that not reasonable and not high. It is
medium only. The satisfaction score given by the sample of respondents are 71 percent by male and 77 percent by female category
mobile users.
30. 39.06 percent male respondents got delivery within a day. 33.33 percent of female respondents got their mobile after service within
an hour. 26.56 percent of male and 22.22 percent of female respondents get their mobile after one day.
31. Majority 53.13 male respondents and 47.22 female respondents serviced their mobile only one time. 36.11 percent male and 26.56
percent female respondents are repaired two times and minimized respondents are repairing more than three times.
32. 56.25 male respondents and 63.88 female respondents are not claim warranty against their purchase.
33. 35.93 percent male and 33.33 percent female respondents are availed limited free spare facility on their mobile service through
warranty. More than 25 percent of the respondents are enjoyed free service charge in their service of mobile.
34. Majority of the respondents availed discount in their service charges. Minimized percent of the respondents are enjoyed service
charge as a gift.
35. Majority of the respondents opined that the mobile users are not having repair again after completion of the service. Minimized
percentage of the respondents had a problem in their mobile after their service.
36. 51.56 percent male and 52.77 percent female respondents are not received any customer call from the service centre regarding
getting feedback about their service.
37. The respondent’s opinion towards repair service done by the service centre. The satisfaction score of the respondents towards the 70
percent for male and female category of respondents.
38. Opinion towards working condition of repaired mobile phone is neutral position. The satisfaction score of the respondent’s 78.6
percent in male and 78.7 female category of respondents.
39. Respondent’s opinion towards the interest level to use the repaired mobile phone. It is observed from the above table that the
majority of the respondent’s 72.2 percent male and 77.8 percent respondents are neutrally having interest to use the repaired mobile.
40. Majority of the respondents are not having mobile phone insurance. Very minimized 29.68 percent in male and 13.88 percent in
female respondents are having insurance for their mobile.
41. The standards for what makes a “good” αα coefficient are entirely arbitrary and depend on your theoretical knowledge of the scale
in question, many methodologists recommend a minimum αα coefficient between 0.65 and 0.8 (or higher in many
cases); αα coefficients that are less than 0.5 are usually unacceptable, especially for scales purporting to be unidimensional.
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42. The coefficient value is arrived from Cronbach’s analysis is 0.793. The researcher conclude that the attitudes are highly acceptable.
12. CONCLUSION
The top three things to run a repair shop are parts, tools and experience. As for spare parts and tools, it is safe to say that most of
them are ultimately sourcing from the repair centre which is thought to be one of the largest electronic distribution centres in the world,
where the supply of mobile phone spare parts keep surging in recent years. For experience, it varies greatly in this industry. Many repair
shops just offer basic repair service – and no more- without going deep into the chip level motherboard repair. As competition heats up
and growth rate slows down, simple maintenance is hard to meet the demands and stand out from the rest. That means up-to-date repair
technologies are required for repair technicians to gain better operation. Many companies have come to realize the current status and
industry trend, they, therefore, developed a series of corresponding products and services. REWA Technology is such a typical upstream
enterprise, known for its one-stop electronics aftermarket service-spare parts and tools sourcing, repair and tutorials services, as well as
recycling service. The diversity of upstream enterprises provides repair firms with better services and more possibilities.
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