INTRODUCTION

Nokia Corporation is a Finnish multinational communications corporation that is

headquartered in Keilaniemi, Espoo, a city neighboring Finland's capital Helsinki. Nokia is
engaged in the manufacturing of mobile devices and in converging Internet and
communications industries, with over 123,000 employees in 120 countries, sales in more than
150 countries and global annual revenue of EUR 41 billion and operating profit of €1.2
billion as of 2009. It is the world's largest manufacturer of mobile telephones: its global
device market share was 30% in the third quarter 2010, down from an estimated 34% in the
third quarter 2009 and an estimated 33% in the second quarter 2010. Nokia's estimated share
of the converged mobile device market was 38% in the third quarter, compared with 41% in
the second quarter 2010. Nokia produces mobile devices for every major market segment and
protocol, including GSM, CDMA, and W-CDMA (UMTS). Nokia offers Internet services
such as applications, games, music, maps, media and messaging through its Ovi platform.

Nokia has sites for research and development, manufacture and sales in many
countries throughout the world. As of December 2009, Nokia had Research and Development
(R&D) presence in 16 countries and employed 37,020 people in research and development,
representing approximately 30% of the group's total workforce. The Nokia Research Center,
founded in 1986, is Nokia's industrial research unit consisting of about 500 researchers,
engineers and scientists. It has sites in seven countries: Finland, China, India, Kenya,
Switzerland, the United Kingdom and the United States. Besides its research centers, in 2001
Nokia founded (and owns) INdT – Nokia Institute of Technology, a R&D institute located in
Brazil. Nokia operates a total of 15 manufacturing facilities[10] located at Espoo, Oulu and
Salo, Finland; Manaus, Brazil; Beijing, Dongguan and Suzhou, China; Farnborough,
England; Komárom, Hungary; Chennai, India; Reynosa, Mexico; Jucu, Romania and Masan,
South Korea. Nokia's industrial design department is headquartered in Soho in London,
England with significant satellite offices in Helsinki, Finland and Calabasas, California in the
USA.
 Nokia is a public limited liability company listed on the Helsinki, Frankfurt, and New
York stock exchanges. Nokia plays a very large role in the economy of Finland; it is by far
the largest Finnish company, accounting for about a third of the market capitalization of the
Helsinki Stock Exchange (OMX Helsinki) as of 2007, a unique situation for an industrialized
country.

It is an important employer in Finland and several small companies have grown into
large ones as its partners and subcontractors. Nokia increased Finland's GDP by more than
1.5% in 1999 alone. In 2004 Nokia's share of the Finnish GDP was 3.5% and accounted for
almost a quarter of Finland's exports in 2003.

In recent years, Finns have consistently ranked Nokia as one of the best Finnish
brands. In 2008, it was the 27th most respected brand among Finns, down from sixth place in
2007. The Nokia brand, valued at $29.5 billion, is listed as the eight most valuable global
brand in the Interbrand/BusinessWeek Best Global Brands list of 2010 (first non-US
company). It is the number one brand in Asia (as of 2007) and Europe (as of 2009), the 41st
most admirable company worldwide in Fortune's World's Most Admired Companies list of
2010 (third in Network and Other Communications Equipment, seventh non-US company),
and the world's 120th largest company as measured by revenue in Fortune Global 500 list of
2010. As of 2010, AMR Research ranks Nokia's global supply chain number nineteen in the
world. In July 2010, Nokia announced that their profits had dropped 40%. In the global
smartphone rivalry, Nokia dominates the worldwide mobile markets, but remains fragile in
the United States.

Nokia Corporation (natively Nokia Oyj, referred to as Nokia; stylized as NOKIA)[a] is a

Finnish multinational telecommunications, information technology, and
 consumer electronics company, founded in 1865. Nokia's main headquarters are
in Espoo, Finland, in the
greater Helsinki metropolitan area, but the company's actual roots are in the Tampere region
of Pirkanmaa.[6] In 2020, Nokia employed approximately 92,000 people[7] across over 100
countries, did business in more than 130 countries, and reported annual revenues of around
€23
billion.[5] Nokia is a public limited company listed on the Helsinki Stock Exchange and
 New York Stock Exchange.[8] It is the world's 415th-largest company measured by 2016
revenues
according to the Fortune Global 500, having peaked at 85th place in 2009.[9] It is a
component of
the Euro Stoxx 50 stock market index.
The company has operated in various industries over the past 150 years. It was founded as a
 pulp mill and had long been associated with rubber and cables, but since the 1990s has
focused
on large-scale telecommunications infrastructure, technology development, and
licensing.[12] Nokia is a major contributor to the mobile telephony industry, having assisted in
the
development of the GSM, 3G, and LTE standards (and currently in 5G), and was once the
largest
worldwide vendor of mobile phones and smartphones. Nokia was one of the brands with the
highest sales followed by Samsung in the early 2000's but had struggled in the markets as
Nokia
did not invest in manufacturing of touch screen mobiles at the time. After a partnership
with Microsoft and Nokia's subsequent market struggles,[13][14][15] Microsoft bought its mobile
phone business,[16][17] creating Microsoft Mobile as its successor in 2014.[18] After the sale,
Nokia
began to focus more on its telecommunications infrastructure business and on
 Internet of things technologies, marked by the divestiture of its Here mapping division and
the
acquisition of Alcatel-Lucent, including its Bell Labs research organization.[19] The company
then also experimented with virtual reality and digital health, the latter through the purchase
of Withings.[20][21][22][23] The Nokia brand returned to the mobile and smartphone market in
2016
through a licensing arrangement with HMD Global.[24] Nokia continues to be a
major patent licensor for most large mobile phone vendors.[25] As of 2018, Nokia is the
world's
third-largest network equipment manufacturer.[26]
The company was viewed with national pride by Finns, as its mobile phone business made it
by
far the largest worldwide company and brand from Finland.[27] At its peak in 2000, during
the telecoms bubble, Nokia accounted for 4% of the country's GDP, 21% of total exports, and
70% of the Helsinki Stock Exchange market capital.
1865–1967
Rolls of toilet paper produced by Nokia in the 1960s, Vapriikki Museum Centre, Tampere
Nokia's history dates from 1865, when
 Finnish-Swede mining engineer Fredrik Idestam established a pulp mill on the shores of
the Tammerkoski rapids near the town of Tampere, Finland (then in the Russian Empire).[6] A
second pulp mill was opened in 1868 near the neighboring town of Nokia, where there were
better hydropower resources.[6] In 1871, Idestam, together with a friend Leo Mechelin,
formed a
shared company and called it Nokia  Ab (in Swedish, Nokia Company being the English
equivalent), after the site of the second pulp mill.
Idestam retired in 1896, making Mechelin the company's chairman; he expanded into
 electricity generation by 1902, which Idestam had opposed. In 1904
 Suomen Gummitehdas (Finnish Rubber Works), a rubber business founded by Eduard Polón,
established a factory near the town of Nokia and used its name.
In 1922, in a now independent Finland, Nokia Ab entered into a partnership with Finnish
Rubber
Works and Kaapelitehdas (the Cable Factory), all now jointly under the leadership of Polón.
The
rubber company grew rapidly when it moved to the Nokia region in the 1930s to take
advantage
of the electricity supply, and the cable company soon did too.
Nokia at the time also made respirators for both civilian and military use, from the 1930s well
into the early 1990s.
1967–1990[edit]
LV 317M military radio in the Hämeenlinna artillery museum
In 1967, the three companies – Nokia, Kaapelitehdas, and Finnish Rubber Works – merged to
create a new Nokia Corporation, restructured into four major businesses: forestry, cable,
rubber,
and electronics. In the early 1970s, it entered the networking and radio industries. Nokia
started
making military equipment for Finland's defence forces (Puolustusvoimat), such as
the Sanomalaite M/90 communicator in 1983, and the M61 gas mask first developed in the
1960s. Nokia was now also making
 professional mobile radios, telephone switches, capacitors and chemicals.
After Finland's trade agreement with the Soviet Union in the 1960s, Nokia expanded into the
Soviet market. It soon widened trade, ranging from
automatic telephoneexchanges to robotics among others; by the late 1970s, the Soviet Union
became a major market for Nokia, helping to yield high profits. Nokia also co-operated on
scientific technology with the Soviet Union. The U.S. government became increasingly
suspicious of that co-operation after the end of the Cold War détente in the early 1980s.
Nokia
imported many US-made components and used them in products for the Soviets, and
according
to U.S. Deputy Minister of Defence, Richard Perle, Nokia had a secret co-operation with
 The Pentagon that allowed the U.S. to keep track of technology developments in the Soviet
Union through trading with Nokia.[31] This was a demonstration of Finland trading with both
sides, as it was neutral during the Cold War.
In 1977, Kari Kairamo became CEO and transformed the company's businesses. By this time,
Finland was becoming what has been called "Nordic Japan". Under his leadership, Nokia
acquired many companies including television maker Salora in 1984, followed by Swedish
electronics and computer maker Luxor AB in 1985, and French television maker Oceanic in
1987. This made Nokia the third-largest television manufacturer of Europe
(behind Philips and Thomson). The existing brands continued to be used until the end of the
television business in 1996.

Nokia Mikko 3 minicomputer, 1978

Mobira Cityman 450, 1985

In 1987, Nokia acquired Schaub-Lorenz, the consumer operations of Germany's 
Standard Elektrik Lorenz (SEL), which included its "Schaub-Lorenz" and "Graetz" brands. It
was originally part of American conglomerate International Telephone & Telegraph (ITT),
and
after the acquisition products were sold under the "ITT Nokia" brand, despite SEL's sale to
Compagnie Générale d'Electricité (CGE), the predecessor of Alcatel, in 1986.
On 1 April 1988, Nokia bought the Information Systems division of Ericsson,[32] which had
originated as the Datasaab computer division of Swedish aircraft and car manufacturer Saab.
Ericsson Information Systems made Alfaskop terminals, typewriters, minicomputers and
Ericsson-branded IBM compatible PCs. The merger with Nokia's Information Systems
division—which since 1981 had a line of personal computers called MikroMikko—resulted
in
the name Nokia Data.
Nokia also acquired Mobira, a mobile telephony company, which was the foundation of its
future
mobile phone business. In 1981, Mobira launched the Nordic Mobile Telephone (NMT)
service,
the world's first international cellular network and the first to allow international roaming. In
1982, Mobira launched the Mobira Senator car phone, Nokia's first mobile phone. At that
time,
the company had no interest in producing mobile phones, which the executive board regarded
as
akin to James Bond's gadgets: improbably futuristic and niche devices. After all these
acquisitions, Nokia's revenue base became US$2.7 billion. CEO Kairamo committed suicide
on
11 December 1988.
In 1987, Kaapelitehdas discontinued production of cables at its Helsinki factory after 44
years,
effectively shutting down the sub-company.

Mobira 800-NDB non-directional beacon located in the Finnish Air Force signals
museum
 

Nokia MAC 8532 laser rangefinder previously used by Finnish coastal artillery
 

Hämeenlinna artillery museum display containing fire control officer with Nokia artillery
 calculator in Finnish artillery battalion command post
 

Late 1980s MikroMikko 4 TT m216 desktop computer in the Museum of Technology,

Helsinki, Finland
 

ITT Nokia television with an ITT Nokia VCR (ITT/SEL)

 

A 1986 Mobira pager

1990–2010[edit]

Jorma Ollila, who oversaw the rise of Nokia in the mobile phone market as CEO from 1992
to 2006
Following Simo Vuorilehto's appointment as CEO, a major restructuring was planned. With
11
groups within the company, Vuorilehto divested industrial units he deemed as un-
strategic. Nokian Tyres (Nokian Renkaat), a tyre producer originally formed as a division of
Finnish Rubber Works in 1932, split away from Nokia Corporation in 1988. Two years later,
in
1990, Finnish Rubber Works followed suit. In 1991 Nokia sold its computer division, Nokia
Data, to UK-based International Computers Limited (ICL), the precursor of Fujitsu Siemens.
Investors thought of this as financial trouble and Nokia's stock price sank as a result. Finland
was
now also experiencing its worst recession in living memory, and the collapse of the Soviet
Union, a major customer, made matters worse.
Vuorilehto quit in January 1992 and was replaced by Jorma Ollila, who had been the head of
the
mobile phone business from 1990 and advised against selling that division. Ollila decided to
turn
Nokia into a 'telecom-oriented' company, and he eventually got rid of divisions like the power
business. This strategy proved to be very successful and the company grew rapidly in the
following years. Nokia's operating profit went from negative in 1991 to $1 billion in 1995
and
almost $4 billion by 1999.[33]
Nokia's first fully portable mobile phone after the Mobira Senator was the
 Mobira Cityman 900 in 1987. Nokia assisted in the development of the GSM mobile
standard in the 1980s, and developed the first GSM network with Siemens, the predecessor to
 Nokia Siemens Network. The world's first GSM call was made by Finnish prime minister
 Harri Holkeri on 1 July 1991, using Nokia equipment on the 900 MHz band network built by
Nokia and operated by Radiolinja. In November 1992, the Nokia 1011 launched, making it
the
first commercially available GSM mobile phone.[34]
Salora Oy as a Nokia subsidiary ended in 1989 when the division was merged into Nokia-
Mobira
Oy. The brand continued to be used for televisions until 1995.
On 12 June 1996, Nokia announced the sale of its television business to Canada/Hong Kong-
based Semi-Tech Corporation.[35] The television manufacturing plant in Germany closed
down in
September 1996. The sale included a factory in Turku, and the rights to use the
Nokia, Finlux, Luxor, Salora, Schaub-Lorenz and Oceanic brands until the end of 1999.
[36]
 Some
of these brands were later sold to other companies.
Nokia was the first to launch digital satellite receivers in the UK, announced in March
1997.[37] In August 1997 Nokia introduced the first digital satellite receiver with
 Common Interface (CI) support.[38] In 1998 Nokia became the chosen supplier to produce the
world's first digital terrestrial television set-top boxes by British Digital Broadcasting (BDB),
which was eventually launched as ONdigital.[39]

A Nokia Mediamaster set-top box

In October 1998, Nokia overtook Motorola to become the best-selling mobile phone
brand,[40] and in December manufactured its 100 millionth mobile phone.[41] A major reason
why
Nokia grew against its main competitors Motorola and Ericsson was that it managed to cater
to
the consumer youth market and fashion-oriented consumers, most significantly with the
 Nokia 5110 and 3210 handsets which featured a large range of colourful and replaceable
back-
covers called Xpress-on.[42][43] One of the earliest fashion phones in 1992, from Swiss
watchmaker Swatch, was based on Nokia's 101 handset.

RESEARCH PROBLEM

Organizations use marketing research to find out what customers think and what they
want. The survey is a direct way of collecting quantitative, or numerical, information and
qualitative, or descriptive, information. When there are errors in the survey design, marketing
research problems can surface. For example, a company might use a method that is designed
to collect a random sample from the target consumer population, but the method is not really
random. Therefore, the organization cannot generalize its survey results to represent the
target population.

The survey made in this project is to know the customer satisfaction level on Nokia
Mobiles Phones as the competitors has increased and the technology is falling at low cost.
The problem of the research arises at the point of customers thoughts regarding the product
which they are consuming is satisfying their wants or not. Not only the product but the
service after sales and to know whether the customer is loyal or not.

PURPOSE OF THE STUDY:

Kurnool city contains many classes of people from poor, middle class and rich class
people covering Doctors, Engineers, Businessmen, Students and other people who have in
Mobile Phones. It would be a vital part to know the Satisfaction level of the customers
towards Nokia Mobile Phones.

And as it is a new concept, the Purpose arises. So, hence the project “Customer
Satisfaction Towards Nokia Mobiles with special Reference to Nokia Showroom and Care
Centre”.

SCOPE OF THE STUDY

As learning is a human activity and is as natural, as breathing. Despite of the fact that
learning is all pervasive in our lives, psychologists do not agree on how learning takes place.
How individuals learn is a matter of interest to marketers. They want to teach consumers in
their roles as their roles as consumers. They want consumers to learn about their products,
product attributes, potential consumers benefit, how to use, maintain or even dispose of the
product and new ways of behaving that will satisfy not only the consumer’s needs, but the
marketer’s objectives.

The scope of my study restricts itself to the analysis of Customer Satisfaction on

Nokia Mobile Phones. There are many other brands of Mobile Phones available but my study
is limited to a major player of Mobile Phones leaving behind the others.
 OBJECTIVES

1. To determine up to what extent the nokiacells, value added features has satisfied the
consumers.
2. To identify the mode of purchase, type of usage and changing attitude by the
consumers.
3. To find the problem faced by the nokia cell consumers and study the price and trends
4. To analyze the sales promotional activities and level of awareness of all the products
released by the company

LIMITATIONS

A part from the need and importance of the study, they are limitations also. The
limitations are studies are:

1. The study is combined to only kurnool city. So we cannot say the over all information
2. The survey was carried about to 15 to 20 days only, which was a constraint.
3. Time factor is the main limitation for the study.
4. The methods used in this project are random sampling methods & results obtained
may not be fully accurate & believable.
5. The research has been centered to only 100 customers rather than millions. Customers
around the world.
6. Some of the consumers are not interested to give the accurate information about their
Nokia cell.
The conclusions drawn are subjected to the information provided by the various buyers
contacted.
 REVIEW OF LITERATURE

It is no longer enough to satisfy customers. You must delight them.

Satisfaction:

Satisfaction is a person feeling of pleasure or disappointment resulting from

comparing the products to comparing products received performance is or (out come) in
relation to his or her expectations.

As this definition makes clear satisfaction is a function of received performance and

expectations. With the performance falls sharp expectations, the customer is dissatisfied. If
the performance matches the expectations the customer is satisfied. With the performance
exceeds expectations, the customer is highly satisfied or delighted.

Mini companies are aiming for high satisfactions because customers who are just
satisfied still find it easy to switch when a better offer comes along.

Those who are highly satisfied are much less ready to switch.

High satisfactions are delight creates an emotional brand with the brand. Not a just
rational performance the result is high customer loyalty xeroxes senior managers believes that
a very satisfied or delighted customer is worth tent times as much to the company as a
satisfied customer. A very satisfied customer is likely to stay with xerox many more years
and buy more than a satisfied customer.

A customer's decision to be loyal or to defect is the some of many small encounters

with the company. Consulting form forum corporation says that in order for all this small
encounters to add up to customers loyalty, companies need to create a" branded customer
experiences" in addition to customer value expectations and satisfactions companies need to
monitor their competitors performance in this areas. For example a company was pleased to
find the 80% of his customers said they were satisfied.
 Then the CEO found out that its leading competitor attend a 90% customer
satisfaction score. He was further dismayed when he learned that this competitor was aiming
to reach a 95% satisfaction score.

For customer-centered companies, customer satisfaction is both goal and marketing

tool. Companies that achieve high customer satisfaction ratings make sure that their target
market knows it.

Although the customer-centered firm seeks to create high customer satisfaction, its
main goal is not to maximize customer satisfaction. If the company increases customer
satisfaction by lowering its price or increasing its services, the result may be lower profits.
The company might be able to increases its profitability by means other than increased
satisfaction (for example, by improving manufacturing processes are investing more in r&b
(also the company has many stake holders including employers, dealers, suppliers and stock
holders. Spending more to increase customer satisfaction might divert funds from increasing
the satisfaction of other partners. Ultimately the company must operate on philosophy that it
is trying to deliver faction to other stake holders within the constraints of its total resources.

Customer satisfaction service:

Studies show that although customers are dissatisfied with one out of every 4
purchases. Less than 5% of dis-satisfied customers will complain. Most customers will buy
less or switch suppliers. Complaint levels are thus not a good measure of customer
satisfaction. Responsive company measure customer satisfaction directly by conducting
periodic service, they sent questionnaires or make telephone calls to a random sample of
recent customers.

While collecting customer satisfaction data, it is also useful to ask additional

questions to measure repurchase intention; this will normally be high if the customer's
satisfaction is high. It is also useful to measure the likelihood or willingness to recommend
the company and brand to others. A high positive word-of-mouth score indicates that the
company is producing high customer satisfaction.
Defining customer satisfaction

Over 35 years above peter dracker observed that a company’s first task is to create
customers. But today's customers face a vast very of product and branch choices, prices and
suppliers.

We believe that customers estimate which offer will deliver the most value.
Customers are very valuable maxi misers, with in the bounds of search costs and limited
knowledge, mobility and income the form and expectations of value and act on it. Whether
are not the offer lives up to value expectations affects both satisfaction and repurchase prop
ability.

The key to customer retention is customer satisfaction. A highly satisfied customer:

1. Stays loyal longer

2. Buys more as the company introduces new products and upgrades existing products.

3. Talks favorably about the company and its products

4. Pays less attention to competing brands and advertising and is less sensitive to price.

5. Offers product or service ideas to the company

6. Costs less to serve than new customers because transactions are routinized

Thus a company would be wise to measure- customer satisfaction regularly. The

company could phone recent buyers and inquire how many are very satisfied, satisfied,
indifferent, dissatisfied, and very dissatisfied.

100% guarantee

Ah of our products are guaranteed to give 100% satisfaction in every way. Return
anything purchased from us at any time if it proves otherwise. We will replace it, refund your
purchase price or credit your credit card, as you wish. We do not want you to have anything
from l.l.bean that is not completely satisfactory.
 A buyer's satisfaction is a function of the product's perceived performance and the
buyer's expectations. Recognizing that high satisfaction leads to high customer loyalty, many
companies today are aiming for tcs - total customer satisfaction. For such companies,
customer satisfaction is both a goal and a marketing tool.

Quality is the totality of features and characteristics of a product or service that bear
on its ability to satisfy stated or implied needs. Today's companies have not choice but to
implement total quality management programs if they are to remain solvent and profitable.
:
Total quality is the key to value creation and customer satisfaction.

Consumer satisfaction:

Today in the customer driven economy, ail firms are engaged in a rat race to attract
customers and build) a long term relationship with their loyal customer. The key to customer
loyalty is through customer satisfaction. A satisfied customer will act as a spoke person of the
company's product, and bring in more buyers. There is the paretoorincioal or the 80/20 rule, it
says 80 % of one thing comes from 20% of another. That is to say a small percentage of loyal
customers will lend a large weight to the company's sales. So marketers have to ensure
customers value satisfaction. For this they have to ensure.

1. Products are developed to meet consumer requirements.

2. Brands are positioned so as to convey distinctiveness.

3. Relationships are built to offer lifetime customer value to enable the customer.

All the efforts of the marketers at trying to understand buying motives. Organizing buying
behaviour and working out suitable promotional strategy to suit the consumer behaviour is to
ensure consumer satisfaction.

In today’s competitive environment, where companies are adopting various methods

to whom the prospective consumers, marketers have to make all efforts to understand all the
complexities which go into the behaviour and frame marketing programmes suitable to the
target market.
 RESEARCH METHODOLOGIES

 “To manage the business well is to manage its future and to manage the future is
to manage information”.
To collect the information, marketing research is to be done. Marketing research
has been defined as “the systematic gathering, recording and analyzing of data about
problems relating to marketing of goods and services from producer to consumer”.
                                               -By American Marketing Association

RESEARCH DESIGN:

Research design is the specification of method and procedure for acquiring the
information needed to structure to solve the problems.

Research design is systematic gathering, recording and analyzing the data, which is use to
solve the problems.

The research Design is of Descriptive nature.

Descriptive research studies are those studies which are concerned with describing the
characteristics of a particular individual or a group. These are the studies concerned with
Specific predictions, with narration of facts and characteristics concerning individual, group
or situation. The design in such studies must be rigid and not flexible and must focus
attention on the following:

 Formulating the objective of the study.

 Designing the methods of data collection.

 Selecting the sample.

 Collecting the data.

 Processing and analyzing the data.

 Reporting the findings.

SAMPLING DESIGN

SAMPLE SIZE:

100respondents were surveyed during the study period.

METHOD OF SAMPLING:
Random Sampling Method is used in sampling method used which is as same as
Random Sampling Method.

SAMPLING UNITS:

The sampling units are customers of Nokia Mobiles in Kurnool City.

DATA COLLECTION DESIGN:

TYPES OF DATA:

There are two sources of collection data

 Primary source
 Secondary source

Primary Source:
Primary data are data that are collected to help Solve a problem or take advantage of an
opportunity on which decision is pending.

A sample of 100 respondents was administered through questionnaire and personal interview
to know the customer satisfaction towards Nokia Mobiles Phones.

Secondary Source:
Secondary source data is the data that is collected from the already existing sources
like the company’s website and company’s catalogues.
The company profile gives a detailed report on history and the various products being
manufactured by it.
DATA COLLECTION TOOL

Questionnaire:

Collection of data is an important stage in the research. In fact the quality of the data
collected determines the quality of research. A questionnaire is a sheet or sheets of paper
containing question relating to certain specific aspects, regarding which the researches collect
the data. The questionnaire is given to the respondents to be filled up.

Data Analysis Tools:

The tool used for the purpose of analysis is percentage method with reference to
questionnaire.

Percentage Method:

Percentage method refers to a special kind of rates. Percentage method used in

making comparison between two or more series of data.

Percentage= No. of respondents x 100

Total no. of samples
 INDUSTRY PROFILE

Nokia's history starts in 1865 when mining engineer Fredrik Idestam established a
groundwood pulp mill on the banks of the Tammerkoski rapids in the town of Tampere, in
southwestern Finland, and started manufacturing paper. In 1868, Idestam built a second mill
near the town of Nokia, fifteen kilometers (nine miles) west of Tampere by the
Nokianvirtariver, which had better resources for hydropower production. In 1871, Idestam,
with the help of his close friend statesman Leo Mechelin, renamed and transformed his firm
into a share company, thereby founding the Nokia Company, the name it is still known by
today.

Toward the end of the 19th century, Mechelin's wishes to expand into the electricity
business were at first thwarted by Idestam's opposition. However, Idestam's retirement from
the management of the company in 1896 allowed Mechelin to become the company's
chairman (from 1898 until 1914) and sell most shareholders on his plans, thus realizing his
vision.http://en.wikipedia.org/wiki/Nokia - cite_note-Idestam-30In 1902, Nokia added
electricity generation to its business activities

The three companies, which had been jointly owned since 1922, were merged to form
a new industrial conglomerate, Nokia Corporation in 1967 and paved the way for Nokia's
future as a global corporation. The new company was involved in many industries, producing
at one time or another paper products, car and bicycletires, footwear (including rubber boots),
communications cables, televisions and other consumer electronics, personal computers,
electricity generation machinery, robotics, capacitors, military communications and
equipment (such as the SANLA M/90 device and the M61 gas mask for the Finnish Army),
plastics, aluminium and chemicals. Each business unit had its own director who reported to
the first Nokia Corporation President, BjörnWesterlund. As the president of the Finnish Cable
Works, he had been responsible for setting up the company’s first electronics department in
1960, sowing the seeds of Nokia’s future in telecommunications.
 Eventually, the company decided to leave consumer electronics behind in the 1990s
and focused solely on the fastest growing segments in telecommunications. NokianTyres,
manufacturer of tyres split from Nokia Corporation to form its own company in 1988 and two
years later Nokia Footwear, manufacturer of rubber boots, was founded. During the rest of
the 1990s, Nokia divested itself of all of its non-telecommunications businesses.

The seeds of the current incarnation of Nokia were planted with the founding of the
electronics section of the cable division in 1960 and the production of its first electronic
device in 1962: a pulse analyzer designed for use in nuclear power plants. In the 1967 fusion,
that section was separated into its own division, and began manufacturing
telecommunications equipment. A key CEO and subsequent Chairman of the Board was
vuorineuvosBjörn "Nalle" Westerlund (1912–2009), who founded the electronics department
and let it run a loss for 15 years.

In the 1970s, Nokia became more involved in the telecommunications industry by

developing the Nokia DX 200, a digital switch for telephone exchanges.

In the 1970s and 1980s, Nokia developed the Sanomalaitejärjestelmä ("Message

device system"), a digital, portable and encrypted text-based communications device for the
Finnish Defence Forces. In the 1980s, during the era of its CEO Kari Kairamo, Nokia
expanded into new fields, mostly by acquisitions. In the late 1980s and early 1990s, the
corporation ran into serious financial problems, a major reason being its heavy losses by the
television manufacturing division and businesses that were just too diverse. These problems,
and a suspected total burnout, probably contributed to Kairamo taking his own life in 1988.
After Kairamo's death, SimoVuorilehto became Nokia's Chairman and CEO. In 1990–1993,
Finland underwent severe economic depression, which also struck Nokia. Under Vuorilehto's
management, Nokia was severely overhauled. The company responded by streamlining its
telecommunications divisions, and by divesting itself of the television and PC divisions.

Probably the most important strategic change in Nokia's history was made in 1992,
however, when the new CEO JormaOllila made a crucial strategic decision to concentrate
solely on telecommunications. Thus, during the rest of the 1990s, the rubber, cable and
consumer electronics divisions were gradually sold as Nokia continued to divest itself of all
of its non-telecommunications businesses.

For a while in the 1994s, Nokia's network equipment production was separated into
Telefenno, a company jointly owned by the parent corporation and by a company owned by
the Finnish state. In 1987, the state sold its shares to Nokia and in 1992 the name was
changed to Nokia Telecommunications.

As late as 1991, more than a quarter of Nokia's turnover still came from sales in
Finland. However, after the strategic change of 1992, Nokia saw a huge increase in sales to
North America, South America and Asia. The exploding worldwide popularity of mobile
telephones, beyond even Nokia's most optimistic predictions, caused a logistics crisis in the
mid-1990s. This prompted Nokia to overhaul its entire logistics operation. By 1998, Nokia’s
focus on telecommunications and its early investment in GSM technologies had made the
company the world's largest mobile phone manufacturer. Between 1996 and 2001, Nokia’s
turnover increased almost fivefold from 6.5 billion euros to 31 billion euros. Logistics
continues to be one of Nokia's major advantages over its rivals, along with greater economies
of scale.
 LOGOS

Past

Nokia introduced its

"Connecting
The Nokia
People"advertising
Nokia Company The brand logo of Corporation slogan, coined by
logo. Founded in Finnish Rubber "arrows" logo,
OveStrandberg and
Tampere in 1865, Works, founded in used before the used since 1992.
incorporated in Helsinki in 1898. "Connecting
Nokia in 1871. Logo from 1965– People" logo.
1966.

Present

Nokia's current logo used Navteq logo. Founded in

since 2006, with the Nokia Siemens 1985, acquired by Nokia
redesigned "Connecting Networks logo. in 2007.
People" slogan. Founded in 2007.
 COMPANY PROFILE

Nokia India

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, Jaipur, Lucknow, Chennai, Bangalore, Pune and Ahmedabad.
The Indian operations comprise of the handsets business; R&D facilities in Bangalore and
Mumbai; a manufacturing plant in Chennai and a Design Studio in Bangalore.

Over the years, the company has grown manifold with its manpower strength
increasing from 450 people in the year 2004 to over 15000 employees in March 2008
(including Nokia Siemens Networks). Today, India holds the distinction of being the second
largest market for the company globally.

Devices business

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 and therefore offers devices across five categories ie. Entry,
Live, Connect, Explore and Achieve. These include products that cater to first time
subscribers to advanced business devices and high performance multimedia devices for
imaging, music and gaming.

Nokia has been working closely with operators in India to increase the geographical
coverage and lower the total cost of ownership for consumers. Today, Nokia has one of the
largest distribution network with presence across 1,30,000 outlets. In addition, the company
also has Nokia Priority Dealers across the country and Nokia ‘Concept stores’ in Bangalore,
Delhi, Jaipur, Hyderabad, Chandigarh, Ludhiana, Chennai, Indore and Mumbai to provide
customers a complete mobile experience.

Services business
 With the global launch of Ovi, the company's Internet services brand name, Nokia is
renewing itself to be at the forefront of the convergence of internet and mobility. From being
a product centric company, Nokia is now focusing to become solutions centric. The strategic
shift is built on Nokia’s bid to retain consumers and empower Nokia device owners to realise
the full potential of the Internet. Nokia will build a suite of Internet based services like Nokia
Maps, the Nokia Music Store and Nokia N-Gage around its Ovi brand.

Infrastructure business

Nokia Siemens Networks is a leading global enabler of communications services. The

company provides a complete, well-balanced product portfolio of mobile and fixed network
infrastructure solutions and addresses the growing demand for services with 20,000 service
professionals worldwide. Its operations in India include Sales & Marketing, Research &
Development, Manufacturing and Global Networks Solutions Centre. Headquartered in
Gurgaon, Nokia Siemens Networks has 47 offices and presence in over 170 locations across
the country.

Manufacturing in India

Nokia has set up its mobile device manufacturing facility in Chennai, India to meet
the burgeoning demand for mobile devices in the country. The manufacturing facility is
operational with an investment of USD 210 million and currently employs 8000 people.
Nokia has recently announced fresh investments to the tune of US $ 75 million towards its
manufacturing plant in Sriperumbudur, Chennai for the year 2008.Some firsts for Nokia in
India
MISSION AND VISION:

The road ahead

Until now, development in our industry has mainly been a matter of delivering
connections – more, faster, cheaper, and more efficient. This is still important. The
connectivity explosion continues, and by 2015 we know that 5 billion people and further
billions of devices will be connected. So, we must continue applying our expertise in order to
deliver on the reality of hundred-fold increases in traffic.

Our mission

By improving efficiency and experience we have built value by addressing efficiency,

and we continue to do that. But we also need to address the customer’s need for a better
experience, because it’s experience that builds relationships, and relationships that build
value.

Our vision

We believe that CSPs can ultimately enable and deliver a “segment of one” – where
they can define and enhance the service experience for each and every individual. Customers
whose communications experience fit and works for them don’t change operators. And
operators who can devote themselves to enriching the customer’s experience build stronger,
more lasting and profitable customer relationships.

The individual communications experience is the greatest value a communications

service provider can deliver to their customer, and so it’s the greatest value we can support
communications service providers in delivering.
 PRODUCT PROFILE

The following is a list of products branded by Nokia Corporation. This list

concentrates on the modern Nokia products.

1. Mobile Phones

2. Software services

3. Accessories

1. Mobile Phones

List of Nokiamobile phones

Nokia
1000 1011 ·1100/1101 ·1110/1110i ·1112 ·1200 ·1208 ·1600 ·1610 ·1650
series

Nokia 2110i ·2115i ·2310 ·2600 ·2600classic ·2610 ·2630 ·2650 ·2651 ·2680
2000 slide ·2690 ·2700 classic ·Nokia 2710 Navigation Edition ·2730 classic ·2760
series

3100/3100b/3105 ·3110 ·3110classic ·3120 ·3120classic ·3155 ·3200/3200b/32

Nokia 05 ·3210 ·3220 ·3230 ·3250 ·3310 ·3315 ·3330 ·3410 ·3500
3000
series classic ·3510/3590/3595 ·Nokia 3530 ·3510i ·3600/3620/3650/3660 ·3600

slide ·3720 classic

Nokia Series skipped (see here) as a sign of deference from Nokia towards East Asian
4000 customers. See tetraphobia.
series

5070 ·5100 ·5110 ·5130XpressMusic ·5200 ·5210 ·5220XpressMusic ·5230 ·5
Nokia
5000 233 ·5250 ·5300 ·5310 XpressMusic ·5320 ·5330 Mobile TV Edition ·5500
series Sport ·5510  ·5530  ·5610 ·5630 ·5700 ·5730 ·5800
 6010 ·6020/6021 ·6030 ·6070 ·6085 ·6100 ·6101 ·6103 ·6110/6120 ·6110
Navigator ·6111 ·6120/6121/6124classic ·6131/6133 ·6136 ·6151 ·6170 ·6210 ·
621Navigator ·6220classic ·6230 ·6230i ·6233/6234 ·6255i ·6260Slide ·6265 ·
Nokia
6000 6270 ·6275i ·6280/6288 ·6290 ·6300 ·6300i ·6301 ·6303
series classic ·6310i ·6315i ·6500 classic ·6500
slide ·6555 ·6600 ·6600fold ·6600slide ·6610i ·6620 ·6630 ·6650 ·6650fold ·66
70 ·

Nokia
7110 ·7160 ·7230 ·7250 ·7280 ·7360 ·7380 ·7390 ·7500
7000
Prism ·7600 ·7610 ·7650 ·7700 ·7710 ·7900 Prism ·7900 Crystal Prism
series

Nokia
8000 8110 ·8210 ·8250 ·8310 ·8600 Luna ·8800 ·8850 ·8910
series

Nokia
9000
series 9000/9110/9110i ·9210/9290 ·9210i ·9300/9300i ·9500
(Nokia
Commun
icator)

Nokia
C3-00 ·C3-01 (C3 Touch and Type) ·C5-00 ·C5-03 ·C6-00 ·C6-01 ·C7-00
Cseries

Nokia E5-00 ·E50 ·E51 ·E52 ·E55 ·E60 ·E61/E61i ·E62 ·E63 ·E65 ·E66 ·E7-00 ·E70 
Eseries ·E71 ·E72 ·E73 ·E75 ·E90 Communicator

N70 ·N71 ·N72 ·N73 ·N75 ·N76 ·N78 ·N79 ·N8 ·N80 (Internet Edition) ·N81

Nokia
(N81 8GB) ·N82 ·N85 ·N86 8MP ·N90 ·N91 (N91
Nseries
8GB) ·N92 ·N93 ·N93i ·N95 ·N95 8GB ·N96 ·N97 ·N900

Nokia
X3-00 ·X3-02 (X3 Touch and Type) ·X5 ·X6
Xseries

Interne
770 ·N800 ·N810 (WiMAX Edition)
t Tablet

N-Gage Classic ·QD ·QD Silver Edition

Others Vertu luxury phones

Concep Nokia Morph

t
Nokia Lumia series
The Nokia Lumia series is a series running Windows Phone OS.

Phone Screen Form

Released Technology S. Platform Generation Camera
model type factor
Nokia Windows 5.0
480x800 px GSMEDGEUMTSWLA Candy
Lumia 2011 Phone 7.5 BB5.0 megapix
16m-color N bar
610 (Mango) els

Nokia 480x800 px Windows 5.0

GSMEDGEUMTSWLA Candy
Lumia 16m-color 2011 P Phone 7.5 BB5.0 megapix
N bar
710 WVGA (Mango) els

480x800 px
16m-color
Nokia WVGA Windows 8.0
GSMEDGEUMTSWLA Candy
Lumia AMOLED 2011 P Phone 7.5 BB5.0 megapix
N bar
800 (16.7M) (Mango) els
Color
(Capacitive

Nokia Asha series

The Nokia Asha series is an affordable series optimized for social networking and sharing.
Operating system used is Series 40.

Phone Screen Released Technology Platform Generation Form Camer

model type factor a
Nokia 320 x 2011 Q4 GSMGPRSEGPRS Series 40 Tbc QWERTY 2.0 MP
Asha 240 6th Candybar
200 pixels Edition
(256K) feature
pack 1
Nokia 240 x 2012 Q1 GSMWCDMAGPRSEGPRSHSD Series 40 Tbc QWERTY 3.2 MP
Asha 320 PAHSUPAWLAN 6th Candybar
302 pixels Edition
(256K) feature
pack 1
Nokia 240 x 2011 Q4 GSMWCDMAGPRSEGPRSHSD Series 40 Tbc Touch and 3.2 MP
Asha 320 PAHSUPAWLAN 6th Type
303 pixels Edition QWERTY
(256K) feature Candybar
pack 1
Nokia 240 x 2012 Q3 GSMGPRSEGPRS Series 40 Tbc Full touch 2 MP.
Asha 400 Asha Candybar
305 pixels Dual-
(65K) SIM

Nokia Cseries

Main article: Nokia Cseries

The Nokia Cseries is an affordable series optimized for social networking and sharing.

Phone Screen type Release S Technology Platform Generation Form factor Camera
model
Nokia C2 128 × 160 U GSM/UMTS Series 40 XGOLD 213 Candybar VGA
pixels (65K) 6th Edition (0.3MP)
Nokia 320 × 240 2010 P GSMEDGE Series 40 BB5.0 QWERTY 2.0 MP
C300 pixels Q2 WLAN 6th Edition Candybar
(256K)
Color TFT
Nokia 240 × 320 2010 U GSMEDGE, Series 40 BB5.0 Candybar 5.0 MP
C301 (256K) TFT Q4 UMTS, 6th Edition
(Touch Color WLAN feature
and Type) pack 1
Nokia 240 × 320 2010 U GSMEDGE, Series 40 BB5.0 Candybar 5.0 MP
C301 Gold (256K) TFT Q4 UMTS, 6th Edition
Edition Color WLAN feature
(Touch pack 1
and Type)
Nokia 240 × 320 2010 P GSM/UMTS S60 3rd BB5.0 Candybar 5.0 MP
C500 pixels Q2 Edition
(16.7M) FP2
Color TFT
Nokia 640 × 360 2010 P GSMEGPRS S60 5th tbc Touchscreen 5.0 MP
C503 pixels Q4 UMTSWLA Edition candybar
(16.7M) NWCDMA/
transmissive HSDPAEGS
M
Nokia 640 × 360 2010 P GSMEGPRS S60 5th BB5.0 QWERTY 5.0 MP
C600 pixels Q2 UMTSWLA Edition Slider
(16.7M) NWCDMA/
HSDPAEGS
M
Nokia 640 × 360 2010 P GSMEGPRS Symbian^3 BB5.0 Touchscreen 8.0 MP
C601 pixels Q4 UMTSWLA candybar (720p
(16.7M) NWCDMA/ HD)
HSDPAEGS
M
Nokia 640 × 360 2010 P GSMEGPRS Symbian^3 BB5.0 Touchscreen 8.0 MP
C700 pixels Q4 UMTSWLA Monoblock (720p
(16.7M) NWCDMA/ HD)
HSDPAEGS
M
1000–9000 series

1. Nokia 1000 series – Ultrabasic series

The Nokia 1000 series include Nokia's most affordable phones. They are mostly
targeted towards developing countries and users who do not require advanced features
beyond making calls and SMS text messages, alarm clock, reminders, etc.
2. Nokia 2000 series – Basic series
Like the 1000 series, the 2000 series are entry-level phones. However, the 2000 series
generally contain more advanced features than the 1000 series; many new 2000 series
phones feature color screens and some feature cameras, Bluetooth and even A-GPS, such
as in the case of the Nokia 2710. The 2000 series slot between the 1000 and 3000 series
phones in terms of features.
3. Nokia 3000 series – Expression series
The Nokia 3000 series are mostly mid-range phones targeted towards the youth
market. Some of the models in this series are targeted towards young male users, in
contrast with the more unisex business-oriented 6000 series and the more feminine
fashion-oriented 7000 series. Feature wise, the 3000 series slot between the 2000 and
6000 series.
4. Nokia 5000 series – Active series
The Nokia 5000 series are similar in features to the 3000 series, but often contain
more features towards active individuals. Many of the 5000 series phones feature a
rugged construction or contain extra features for music playback.

The 5210 features rubber Xpress-On shells, WAP over CSD and a built in
thermometer. The thermometer is actually the internal temperature of the phone's battery,
this feature is also present on other phones that have "netmonitor" enabled. The 5210 is
nicknamed a "builder's phone" because of its rubber splash/impact proof casing. Its
successor is the 5100 and after that, the 5140 and 5140i.The 5510 was Nokia's first phone
with a built in MP3 player, and it had 64 megabytes of memory for storing MP3s. It also
had a full QWERTY keyboard and an 84 x 48 monochrome display. This phone did not
sell very well even though it was advertised on television, possibly because it was too
expensive and too big. Its replacement is the Nokia 3300.
 The 5330 XpressMusic was discontinued, but replaced by the Nokia X3-00. The X3-
00 features some styling cues taken from the 5330.

5. Nokia 6000 series – Classic Business series

The Nokia 6000 series is Nokia's largest family of phones. It consists mostly of mid-
range to high-end phones containing a high amount of features. The 6000 series is notable
for their conservative, unisex designs, which make them popular among business users

6. Nokia 7000 series – Fashion and Experimental series

The Nokia 7000 series is a family of Nokia phones with two uses. Most phones in the
7000 series are targeted towards fashion-conscious users, particularly towards women.
Some phones in this family also test new features. The 7000 series are considered to be a
more consumer-oriented family of phones when contrasted to the business-oriented 6000
series.

7. Nokia 8000 series – Premium series

This series is characterized by ergonomics and attractiveness. The internals of the

phone are similar to those in different series and so on that level offer nothing particularly
different, however the physical handset itself offers a level of functionality which appeals
to users who focus on ergonomics. The front slide keypad covers offered a pseudo-flip
that at the time Nokia were unwilling to make. Materials used increased the cost and
hence exclusivity of these handsets.

The only exception to the rule (there are many in different series) is the 82xx, 8310
which were very small and light handsets.

8. Nokia 9000 series – Communicator series (discontinued)

The Nokia 9000 series was reserved for the Communicator series, but the latest
Communicator, the E90 Communicator, is an Eseries phone.
Modern series (C/E/N/X/Asha/Lumia)

9. Nokia Cseries

The Nokia Cseries is an affordable series optimized for social networking and
sharing. C1-00 and C2-00 are Dual-SIM phones, but for the Nokia C1-00, both SIM cards
cannot be utilized at the same time.

10. Nokia Eseries

The Nokia Eseries is an enterprise-class series and includes business-optimized

smartphones.

11. Nokia Nseries

The Nokia Nseries is Nokia's most advanced smartphone series. It is for people who
wish to have advanced multimedia and connectivity features and as many other features as
possible into one device.

12. Nokia Xseries

The Nokia Xseries targets a young audience with a focus on music and entertainment.

13. Nokia Asha Series

The Nokia Asha series is a range of Nokia phones, ranging from low to mid-end
phones. There are 10 phones at the moment, although a few still aren't released. It is Nokia's
most recent range of feature phones which are appealing to a buyer looking to buy a good
phone for a low price tag.

14. Nokia Lumia series.

The Nokia Lumia series is a series running Windows Phone OS.

Concept phones

Nokia is working toward the future of phones and mobile communication devices
with their new concept phone, the Nokia "Scentsory" such as Nokia Morph. This new mobile
device uses the sense of smell, sight, hearing, and touch to create a multiscensory
environment for the caller. Scentsory would be able to detect, send, and emit smells, as well
as radiate colors, lighting, and temperature from the environment of the caller. Dual screens
can be used for personal video messaging as well as watching videos.

Scentsory also includes features such as an LED touchpad, hidden camera, and
folding "origami" design, revolutionizing not only features previously foreign to the phone
(or any other technical device), but introducing a new physical design to the phone.

1. Online services

 N-Gage (service)
 Ovi (Nokia)

2. Software solutions

 Nokia PC Suite  Nokia Sensor

 Nokia Ovi Suite  Gammu and Wammu for both Linux and MS
 Nokia Photos Windows
 Nokia Lifeblog  Nokia Maps
 Intellisync Mobile Suite  Nokia Sports Tracker
 Nokia Business Center  Nokia Software Updater
 Qt (framework)
3. Accessories
Nokia produces accessories to their products too many to list here. Such accessories include:

 Carrying and styling: carrying cases, phone jewelry, shells

 Car solutions: car kits, car phones, portable solutions, mobile holders, car
accessories, car navigation
 Headsets: audio adapters, Bluetooth headsets, wired headsets, loopsets
 Memory cards and cables
 Music related products: audio adapters, music packs, music streaming, speakers
 Navigation: GPS modules, navigation kits, car navigation
 Home and office: desk stands, imaging, wireless digital pens, wireless keyboards,
mobile TV receivers
 Power: batteries, chargers, charger adapters
 Internet Stick: Nokia HSPA-modem CS-15 operates in 3G network, with maximum
download speeds of 14.4Mbps and upload speeds of 2.1Mbps.
 DATA ANALYSIS & INTERPRETATION

Type of professionals who are using cell phones:

Following table and chart are showing the different professionals those who are using
the cell phones
Table -1: Type of professionals who are using cell phones:
Professionals Number of respondents Percentage
Employees 24 24%

Businessmen 40 40%

Students 20 20%

Common Man 16 16.%

Total 100 100%

Chart – 1: Usage of cell phones by different type of professionals:

Inference:
From the above table, it indicates that, the different type of professionals using cell
phones are employees 28(23.3%), businessmen 48(40%), students 24(20%) and Common
Man20(16.7%).
Income level of respondents who are using cell phones:

Following table and chart are showing the different income level those who are using the cell
phones.

Table -2: Income level of respondents who are using cell phones:

Income levels Number of respondents Percentage

6,000-10,000 11 11%

10,001-15,000 21 21%

15,001-20,000 26 26%

Above 20,000 42 42%

Total 100 100%

Chart – 2: Column chart representing income level of respondents:

Inference:

According to the above table, it indicates that 42% of respondents income is 20000
above,26% ofrespondents income is 15000 above,21% of respondents income is above
10000.11% of respondents income is above 6000.It means most of the respondents income
level is above 20000 compare to other respondents.
Type of brand cell phone using by the respondents:

Following table and chart are showing the which brand cell using by the respondents.

Table -3: Type of brand cell phone using by the respondents:

Brand Number of respondents Percentage

Nokia 50 50%

29 29%

LG 21 21%

Others 0 0%

Total 100 100%

Chart – 3: Cylindrical chart showing which brand cell phone respondents are using:

Inference:

According to the above table, it indicates that 50% of respondents are using nokia
cell.29% of Samsung & 21% of LG. It means the market of nokia is good than compared to
other competitors such as Sony ericsson, Samsung etc.

Type of nokia cell phone using by the respondents:

Following table and chart are showing the nokia cells using by the respondents.

Table 4: Type of nokia cell phone using by the respondents:

Type of cell phone Number of respondents Percentage

Nokia Smart Phone 39 39%

Nokia 3G Phone 10 10%

Nokia XpressMusic 18 18%

Nokia Touchscreen Phone 20 20%

Nokia Dual Sim Phone 13 13%

Total 100 100%

Chart 4:Pie chart representation the type of nokia cell phone used by respondents:

Inference:

The above table shows that 39(39%) of respondents are using Nokia Smart Phone,
10(10%) of respondents are using Nokia 3G Phones, 18(18%) of respondents are Nokia
XpressMusic Phones, 20% of the respondents are using Nokia Touchscreen Phone and Nokia
Dual Sim Phone is used by 13% of the respondents.

Why the respondents prefer nokia:

Following table and chart are showing the why the respondents preferring to nokia

Table 5: Why the respondents prefer nokia:

Factors Number of respondents Percentage

Quality & Features 48 48%

Comfortable Access 12 12%

Price 24 24%

Prestige 16 16%

Total 100 100%

Chart 5: Cone chart showing what factors affect the respondents to buy nokia cell
phone:

Inference:

The above table shows that 48(48%) of respondents use nokia phone due to its quality and
Features, 12(12%) voted for comfortable access, 24(24%) voted for price factor, and 16(16%)
use it for the purpose of prestige. Most of the peoples use nokia cell phones due to its quality.

To what extent respondents are satisfied with Nokia cell:

 Following table and chart are showing that at what extent respondents are satisfied by
Nokia cell

Table 6: To what extent respondents are satisfied with Nokia cell:

Factors Number of respondents Percentage

Highly satisfied 23 23%

Moderately satisfied 12 12%

Satisfied 66 66%

Not satisfied - -

Total 100 100%

Chart 6: Cone chart representing consumer satisfaction towards nokia cell phone:

Inference:

According to the survey, the table indicates that 23(23%) of respondents are highly
satisfied with nokia cell, 12(12%) are moderately satisfied, and 66(66%) of respondents
are satisfied with nokia.

Who influenced you to buy Nokia cell:

Following table and chart are representing influencing factors which forced the respondents
to buy Nokia cell phone:

Table 7: Who influenced you to buy Nokia cell:

Factors Number of respondents Percentage

Friends 41 41%

Relatives 14 14%

Advertisements 38 38%

Others 7 7%

Total 100 100%

Chart 7: Pie chart representing influencing factors which forced the respondents to buy
Nokia cell phone:

Inference:

The above table shows the influencing factors which forced the respondents to buy nokia cell
phone are 41(41%) through friends, 14(14%) through relatives, 38(38%) are through the
influence of advertisements, and 7(7%) through other factors..

opinion about prices of Nokia:

Following table and chart are stating thatopinion towards the prices of Nokia cell.
 Table 8: opinion about prices of Nokia:
Factors Number of respondents Percentage

Very high 8 8%

High 22 22%

Medium 66 66%

Low 4 4%

Total 100 100%

Chart 8: Column chart showing the opinion of respondents towards the prices of nokia
cell phones:

Inference:

According to the table the opinion of the respondents about the prices of nokia are 8(8%) of
respondents said the price is very high, 22(22%) said high, 66(66%) said the prices are
medium, and 4(4%) of respondents replied the price of nokia cell phones are low.
Brandloyalty of respondents towards nokia cell phone:

Following table and chart are showingthe brand loyalty of respondents towards nokia cell
phone.

Table 9: Are you loyal to Nokia:

Factors Number of respondents Percentage

Yes 80 80%

No 20 20%

Total 100 100%

Chart 9: Pie chart showing the brand loyalty of respondents towards nokia cell
phone:

Inference:

The above
table states
the brand
loyalty of
nokia. More
number of
respondents
are loyal to
the brand
i.e.,
80(80%),
and 20(20%) are not loyal due to some reasons

Are you satisfied with value added features of Nokia:

 Following table and chart are showing that the opinion of respondents towards
the value added features of nokia.

Table 10: Are you satisfied with value added features of Nokia:

Factors Number of respondents Percentage

Highly satisfied 18 18%

Moderately satisfied 12 12%

Satisfied 65 65%

Not satisfied 5 5%

Total 100 100%

Chart 10:.Cylindrical chart representing the opinion of respondents towards the

value added features of nokia:

Influence

According to the above table, 18(18%) of respondents are highly satisfied with the
value added features of nokia, 12(12%) are moderately satisfied, and 70(70%) of
respondents are satisfied.

Are you satisfied with value added features of Nokia:

 Following table and chart are showing that customer opinion towards battery
backup capacity of nokia cell phone:

Table 11: Are you satisfied with battery backup capacity of nokia cell:

Factors Number of respondents Percentage

Highly satisfied 32 32%

Moderately satisfied 7 7%

Satisfied 61 61%

Not satisfied - -

Total 100 100%

Chart 11: Pyramid chart stating the customer opinion towards battery
backup capacity of nokia cell phone:

Inference:

The above table indicates that, 32(32%) of respondents are highly satisfied with the
battery backup capacity of nokia cell, 7(7%) are moderately satisfied, and 61(61%) are
satisfied.

The opinion about sales promotional activities of nokia from the respondents:
 Following table and chart are showing that customer opinion towards battery backup
capacity of nokia cell phone:

Table 12: The opinion about sales promotional activities of nokia from the respondents:

Factors Number of respondents Percentage

Very impressive 29 29%

Moderately impressive 22 22%

Impressive 49 49%

Not impressive - -

Total 100 100%

Chart 12:Bar chart representing opinion of consumer towards the sales

promotional activities of nokia:

Inference:

According to the above table, 29(29%) of respondents are very impressive with the sales
promotional activities of nokia, 22(22%) are moderately impressive, and 49(49%) are
impressive.

Respondents opinion on advertisements of nokia:

Following table and chart are showing that customer opinion towards the advertisement of
nokia.

Table 13: Respondents opinion on advertisements of nokia:

Factors Number of respondents Percentage

Excellent 53 53%

Good 38 38%

Fair 9 9%

Poor - -

Total 100 100%

Chart 13: Cylindrical chart representing consumer opinion towards the advertisements
of nokia:

Inference:

The above table indicates that, 53(53%) of respondents said that the advertisements of nokia
are excellent, 38(38%) said good, and 9(%) said fair.

How the respondents feel after sales service of nokia:

Following table and chart are showing that the opinion of consumer after sales service of
nokia.

Table 14: How the respondents feel after sales service of nokia:

Factors Number of respondents Percentage

Excellent 51 51%

Good 47 47%

Fair 2 2%

Poor - -

Total 100 100%

Chart 14: Cone chart representation the opinion of consumer after sales service of
nokia:

Inference:

According to the above table, 51(51%) of respondents said that the after sales service of
nokia is excellent, 47(47%) said good, and 2(2%) said fair.
 SUGGESTIONS

1. The company may come up with new handset models compared to other cell
phones because most of the respondents wants new models according to new
generation.
2. From the data we analyze that most of the consumers feel that the prices of Nokia
can be reduced.
3. The company can improve the sales promotional activities that may reach the rural
customers.
4. According to the survey the consumers prefer more models with different price
levels. So the company has to concentrate on these in order to attain more market
share.
5. Though the company is leading the market, it should beware of competitors like
Samsung and LG and other small scale mobile manufactures, which is also trying
to compete with Nokia by offering better quality products at economical prices.
 CONCLUSION

Competition in mobile industry is heating up.It’s time for every mobile manufacturer
to align up in the new dynamic business environment. Mobile phone majors should think to
launch the product according to the needs of customers to satisfy them and make them brand
loyal. Which makes the profit margin of the company at the peak where any change made is
remain at the profit point of view for the company without fearing of risk. This all can be
done if and only if the customers and satisfied and delighted by the products of the firm.

From the above findings it is found that most of the customers are brand loyal and are
very much satisfied with the product and the services after sale, as in my analysis most of the
customers are satisfied with all the aspects of the product produced by the company. In
today’s competitive environment, customers are quick to abandon the products that do not
meet expectations. To be successful, the company must deliver positive customer experiences
with rich, value-added applications and technology supported by comprehensive service
quality management. To be heart touching all the times in the market the manufacturer should
beat the competitors at each and every step of the technology used and implemented by the
competitor then only the customer focused and realizes that quality is an attribute that creates
customer satisfaction profitably.
 BIBLIOGRAPHY

1. Philip Kotler, Marketing Management, Tata McGraw Hill Publications Pvt Ltd,
2011.

2. Cooper, D.R and schindler, P.S (2000) ”Business Research methods”, 7th Ed.,
Mcgraw Hill College

3. Weekly, James K.(1992) ,”pricing In Foreign Markets: Pitfalls and

Opportunities,” Industrial Marketing Management

4. Modern marketing - R.S.Pillai,Bhagwati

5. Magazine - Business India

6. Website - www.nokia.com

www.google.com

www.wikipedia.org
 QUESTIONNAIRE

Name: male [ ] female [ ]

Contact no:

1. Profession [ ]

A. Employee b. Businessmen c. Student d. Common Man

2. Income level [ ]

A. 6000-10000 b. 10001-15000 c. 15001-20000 d. Above 20000

3. Which brand cell phone you have [ ]

A. Nokia b. Samsung c. LG d. Others

4. Which type of nokia cell you have [ ]

A. Nokia Smart Phone b. Nokia 3G Phone c. Nokia XpressMusic

d. Nokia TouchScreen Phone e) Nokia Dual Sim phones

5. Why do you prefer nokia [ ]

A. Quality & Features b. Comfortable access c. Price d. Prestige

6. To what extent you are satisfied with nokia cell [ ]

A. Highly satisfied b. Moderately satisfied c. Satisfied d. Not satisfied

7. Who influenced you to purchase nokia cell [ ]

A. Friends b. Relatives c. Advertisement d. Others

8. What is your opinion about prices [ ]

A. Very high b. High c. Medium d. Low

9. Are you loyal to nokia [ ]

A. Yes b. No

10. Are you satisfied with value added features of nokia [ ]

A. Highly satisfied b. moderately satisfied c. Satisfied d. Not satisfied

11. Are you satisfied with battery backup capacity of nokia [ ]

A. Highly satisfied b. moderately satisfied c. Satisfied d. Not satisfied

12. What is your opinion about sales promotional activities [ ]

A. Very impressive b. moderately impressive c. Impressive d. Not impressive

13. What is your opinion on advertisements of nokia [ ]

A. Excellent b. Good c. Fair d. Poor

14. How do you feel after sales services of nokia [ ]

A. Excellent b. Good c. Fair d. Poor

Any opinion towards the product