A Study On Customer Loyalty Towards Samsung Products

Submitted by
Sreya
(ZDAXBCM005)

DEPARTMENT OF COMMERCE
BHARATHAMATHA COLLEGE OF ARTS AND SCIENCE
Kozhinampara - Palakkad

Affiliated to the University of Calicut

LIST OF CONTENTS

CHAPTER – 1
INTRODUCTION AND DESIGN OF THE STUDY
1.1 Introduction
1.2 Statement of the problem
1.3 Objectives of the study
1.4 Sample size
1.5 Sources of data
1.6 Area of the study
1.7 Tools used for the study

CHAPTER – 2
COMPANY PROFILE

CHAPTER – 3
ANALYSIS AND INTERPRETATION

CHAPTER – 4
FINDINGS , SUGGESTIONS AND CONCLUSIONS
4.1 Findings
4.2 Suggestions
4.3 Conclusion

BIBILOGRAPHY
 Articles and Journals
 Websites
 Books

QUESTIONNAIRE
 
1.1 Introduction :

Customer satisfaction is a measure of how well a company’s products, services, and overall
customer experience meet customer expectations . It reflects your business health by showing
how well your products or services resonate with buyers. Customer satisfaction is the overall
essence of impression about the supplier by the customers . This impression which a customer
makes regarding supplier is the sum of all the process he goes through , right from
communicating supplier before doing any marketing to post delivery options and services and
managing queries or complaints post delivery . During this process the customer come across
working environment of various departments and the type of strategies involved in the
organisation . This helps the customer to make strong opinion about the supplier which finally
realised in satisfaction or dissatisfaction.

Samsung produces LCD and LED panels, mobiles phones, memory chips, NAND flash, solid –
state drives, televisions, digital cinemas screen, and laptops and many more products. The
company previously produced hard drives and printers. It also manufactures of lithium – ion
batteries, semiconductors, image sensors, camera modules, and displays for clients such as
Apple, Sony, HTC, and Nokia. It is also the world largest semiconductor memory manufacturer
from 2017 to 2018, had been the largest semiconductor company in the world, briefly dethroning
Intel, the decades – long champion. Notable Samsung industrial affiliates include Samsung
Heavy Industries (The world’s second largest shipbuilder measured by 2010 revenues) and
Samsung Engineering and Samsung C&T Corporation (respectively the world’s 13th and 36th
largest construction companies). Other notable subsidiaries include Samsung Life Insurance (the
world’s 14th largest life insurance company), Samsung Everland (operator of Everland Resort,the
oldest theme park in South Korea) and Cheil Worldwide (the world’s 15th largest advertising
agency, as measured by 2012 revenues)
1.2 Statement of the Problem :
This research is pertaining to find out the present customer satisfaction of Samsung
products. The study on customer satisfaction helps to know who the customer
were, what they want, how they use and react to the products. The customers were
studied by conducting survey on customer satisfaction. So the customer
satisfaction depends on the features, price, quality level of the products and service
rented by company. This research aims to know the satisfaction level and the
factors influence the customer to choose Samsung products.

1.3 Objective of the study :

1. To identify the factors influencing customers to purchase Samsung Products
2. To Analyse the satisfaction of customers towards the usage of Samsung Products
3. To evaluate the challenges faced by the customers while using Samsung Products

1.4 Sample size:

40 Questionnaire were collected from different respondents in Tattamangalam area

1.5 Sources of Data :

It includes both the primary data and secondary data. The questionnaire is prepared and issued to
the customers to get the responses and it is required for the research. Secondary data is collected
from journals, articles, books and websites.

1.6 Area of study :

The area of the study refers to Tattamangalam city

1.1 Tools used for study :

The data has been analysed mainly by using the Percentage method supplemented by appropriate
charts. The tools that were used for the purpose of analysing are :
a) Percentage analysis

Chapter – 2
Company Profile

Samsung Group is a South Korean multinational manufacturing conglomerate headquartered in

Samsung Digital City, Suwon, South Korea. It comprises numerous affiliated businesses, most of
them united under the Samsung brand, and is the largest South Korean chaebol (business
conglomerate). As of 2020, Samsung has the eighth – highest global brand value. The word
Samsung means “three stars” in Korean. It became the name associated with different types of
business establishments in South Korea and in various parts of the world. Internationally, people
associate the name with electronics, information technology and development.

Samsung specializes in the production of a wide variety of consumer and industry electronics,
including appliances, digital media devices, semiconductors, memory chips, and integrated
systems. It has become one of the most-recognizable names in technology and produces about a
fifth of South Korea’s total exports.

Samsung was founded as a grocery trading store on March 1, 1938, by Lee Byung-Chull. He
started his business in Taegu, Korea, trading noodles and other goods produced in and around the
city and exporting them to China and its provinces. After the Korean War, Lee expanded his
business into textiles and opened the largest woolen mill in Korea. He focused heavily on
industrialization with the goal of helping his country redevelop itself after the war. During that
period his business benefited from the new protectionist policies adopted by the Korean
government, whose aim was to help large domestic conglomerates (chaebol) by shielding them
from competition and providing them easy financing. In the late 1950s the company acquired
three of Korea’s largest commercial banks as well as an insurance company and firms that made
cement and fertilizer. Samsung in the 1960s acquired more insurance companies as well as an oil
refinery, a nylon company, and a department store.

During the 1970s the company expanded its textile-manufacturing processes to cover the full line
of production—from raw materials all the way to the end product—to better compete in the
textile industry. New subsidiaries such as Samsung Heavy Industries, Samsung Shipbuilding, and
Samsung Precision Company (Samsung Techwin) were established. Also, during the same
period, the company started to invest in the heavy, chemical, and petrochemical industries,
providing the company a promising growth path.

Samsung first entered the electronics industry in 1969 with several electronics-focused divisions.
Their first products were black-and-white televisions. During the 1970s the company began to
export home electronics products overseas. At that time Samsung was already a major
manufacturer in Korea, and it had acquired a 50 percent stake in Korea Semiconductor.Samsung
first entered the electronics industry in 1969 with several electronics-focused divisions. Their
first products were black-and-white televisions. During the 1970s the company began to export
home electronics products overseas. At that time Samsung was already a major manufacturer in
Korea, and it had acquired a 50 percent stake in Korea Semiconductor.The late 1970s and early
’80s witnessed the rapid expansion of Samsung’s technology businesses. Separate semiconductor
and electronics branches were established, and in 1978 an aerospace division was created.
Samsung Data Systems (now Samsung SDS) was established in 1985 to serve businesses’
growing need for systems development. That helped Samsung quickly become a leader in
information technology services. Samsung also created two research and development institutes
that broadened the company’s technology line into electronics, semiconductors, high-polymer
chemicals, genetic engineering tools, telecommunications, aerospace, and nanotechnology.
Lee Byung-Chull died in 1987 and was succeeded by his son Lee Kun-Hee. Samsung was split
into five companies; electronics remained under Lee Kun-Hee’s leadership, and the other four
companies were run by other sons and daughters of Lee Byung-Chull. Lee Kun-Hee felt that
Samsung had become complacent because of its dominant position in the South Korean economy
and was unprepared for global competition. He famously said to Samsung executives, “Change
everything but your wife and kids.” Under what Lee termed a “new management” concept,
Samsung insisted that subordinates point out errors to their bosses. It also stressed quality of
products over quantity, promoted women to the ranks of senior executives, and discouraged
bureaucratic practices.Driven by Lee Kun-Hee’s shakeup of Samsung’s culture, in the 1990s the
company continued its expansion into the global electronics markets. Despite its success, those
years also brought about corporate scandals that afflicted the company, including multiple patent-
infringement suits and bribery cases. (In one such case, Lee Kun-Hee was found guilty in 1996
of bribing former president Roh Tae-Woo. He was sentenced to two years in prison, a sentence
that the judge commuted, and was pardoned in 1997.) Nevertheless, the company continued to
make advancements on the technology and product-quality fronts, with a number of its
technology products—ranging from semiconductors to computer-monitor and LCD screens—
climbing into top-five positions in global market share.

The 2000s witnessed the birth of Samsung’s Galaxy smartphone series, whichh quickly not only
became the company’s most-praised products but also were among the best-selling smartphones
in the world. Samsung also supplied the microprocessors for Apple’s earliest iPhone models and
was one of the largest microprocessor manufacturers in the world in the late 20th and early 21st
centuries. Since 2006 the company has been the top-selling global manufacturer of televisions.
Beginning in 2010, the Galaxy series expanded to tablet computers with the introduction of the
Galaxy Tab and in 2013 to smartwatches with the introduction of the Galaxy Gear. Samsung
introduced a foldable smartphone, the Galaxy Fold, in 2019.
Samsung Electronics spent an estimated $14 billion (U.S.) on advertising and marketing in 2013.
At 5.4% of annual revenue, this is a larger proportion than any of the world’s top-20 companies
by sales (Apple spent 0.6% and General Motors spent 3.5%). Samsung became the world’s
biggest advertiser in 2012, spending $4.3 billion, compared to Apple’s $1 billion. Samsung’s
global brand value of $39.6 billion is less than half that of Apple.

Now, Samsung is one of the major manufacturers of electronic components globally. Samsung
produces LCD and LED panels, mobiles phones, memory chips, NAND flash, solid – state
drives, televisions, digital cinemas screen, and laptops and many more products. The company
previously produced hard drives and printers. It also manufactures of lithium – ion batteries,
semiconductors, image sensors, camera modules, and displays for clients such as Apple, Sony,
HTC, and Nokia. It is also the world largest semiconductor memory manufacturer from 2017 to
2018, had been the largest semiconductor company in the world, briefly dethroning Intel, the
decades – long champion. Notable Samsung industrial affiliates include Samsung Heavy
Industries (The world’s second largest shipbuilder measured by 2010 revenues) and Samsung
Engineering and Samsung C&T Corporation (respectively the world’s 13th and 36th largest
construction companies). Other notable subsidiaries include Samsung Life Insurance (the world’s
14th largest life insurance company), Samsung Everland (operator of Everland Resort,the oldest
theme park in South Korea) and Cheil Worldwide (the world’s 15th largest advertising agency, as
measured by 2012 revenues).

Samsung is committed to sustainable and responsible business operations. Samsung has

committed to achieving net zero emissions enterprise-wide by 2050 and using more renewable
energy, and to strategically invest in new sustainable technologies to create a better, healthier
planet for all. Samsung is also committed to empowering the next generation to achieve their full
potential and pioneer positive social changes under its CSR vision of ‘Together for Tomorrow!
Enabling People.’

Samsung continues to maintain its status as the “world best” technology provider. It’s high
qualified workforce is still striving for excellence in their respective fields making the whole
company a huge success in the making. The secret to the company’s continues success is in the
constant improvement of its management structure and the application of its philosophies :
“We will devote our human resources and technology to create superior products and services
thereby contributing to a better global society.”

Benefits : Some people People prefer Samsung products other than other products because of
innovative features, sleek design, and user-friendly interfaces. Samsung often integrates cutting-
edge technology into its devices, such as advanced displays and cameras. Additionally,
Samsung's ecosystem, including its smartphones, tablets, smartwatches, and home appliances,
offers seamless integration and connectivity. It also gives us the innovative features, high-quality
displays, powerful cameras, and a wide range of options across different price points to cater to
various consumer needs and preferences. Samsung devices often have sleek designs and
premium build quality, along with integration with a variety of Samsung services and ecosystem
products.
Limitations : Software Updates: Samsung devices, especially mid-range and budget models,
may receive software updates less frequently or for a shorter duration compared to flagship
models or other brands, leading to potential security and feature disparities over time.
Software Optimization: Some users have reported instances of software bloat or occasional
sluggishness, especially on older or lower-end Samsung devices, impacting overall user
experience and performance.
Battery Life: While Samsung devices typically feature decent battery life, some users may find
that battery performance can vary depending on usage patterns and device models, with
occasional complaints about shorter battery life compared to competitors.
Overhead and Customization: Samsung’s custom user interface (One UI) can be resource-
intensive and feature-rich, which may not be preferred by users who prefer a more minimalist or
stock Android experience. Additionally, the extensive customization options may be
overwhelming for some users.
Price: Flagship Samsung devices often come with premium price tags, which may put them out
of reach for budget-conscious consumers or those looking for more affordable alternatives.
Different types of Samsung products :
Samsung offers a diverse range of products across various categories. Some of the main types of
Samsung products include:
Smartphones: Samsung is well-known for its Galaxy series of smartphones, which includes
flagship models like the Galaxy S and Galaxy Note series, as well as mid-range and budget-
friendly options like the Galaxy A and Galaxy M series.

Tablets: Samsung produces a range of tablets under the Galaxy Tab series, catering to different
price points and user needs, from entertainment-focused models to productivity-oriented devices
like the Galaxy Tab S and Galaxy Tab A series.
Wearables: Samsung offers wearable devices such as smartwatches and fitness trackers under the
Galaxy Watch and Galaxy Fit series, providing users with features like fitness tracking,
notifications, and health monitoring.
Televisions: Samsung manufactures a wide array of televisions, including LED, QLED, and 8K
TVs, offering various sizes and features such as smart TV functionality, high dynamic range
(HDR), and innovative display technologies.
Home Appliances: Samsung produces home appliances like refrigerators, washing machines, air
conditioners, and vacuum cleaners, incorporating advanced technologies such as digital inverter
compressors, smart connectivity, and energy efficiency features.
Home Entertainment: Samsung offers home entertainment products such as sound bars, Blu-ray
players, and home theatre systems, enhancing the audio-visual experience for consumers.
Computing: Samsung manufactures laptops, Chromebooks, and monitors, catering to different
user requirements, from ultraportable notebooks to high-performance gaming laptops and curved
monitors for immersive viewing experiences.
Memory and Storage Solutions: Samsung is a leading manufacturer of memory and storage
solutions, including solid-state drives (SSDs), memory cards, and USB flash drives, known for
their reliability, speed, and capacity.
Smart Home Devices: Samsung provides smart home devices such as smart refrigerators, smart
cameras, and smart home hubs under the SmartThings ecosystem, enabling users to automate
and control their home devices remotely
 CHAPTER – 3
DATA ANALYSIS AND INTERPRETATION

Gender of respondents

Gender Frequency Percentage

Male 28 70

12 30
Female
40 100
Total

Gender

2
30%

1
70%

Interpretation :
Above table shows that majority 70 percent of respondents are male and 30 percent of the
respondents are female.
Education Qualification

Education Frequency Percentage

UP to SSLC 2 5

Higher Secondary 6 15

UG 18 45

PG 12 30

Other 2 5

Total 40 100

Education

5 1
5% 5%
2
15%
4
30%

3
45%

Interpretation :
Above table shows that majority 45 percent of respondents are UG, 30 percent
respondents from PG, 15 percentage respondents from Higher Secondary, 5 percent
respondents from UP to SSLC and 5 percent respondents from others.
Place of Residence

Place of residence Frequency Percentage

Rural 16 40

Urban 20 50

Semi rural 4 10

Total 40 100

Place of Residence

3
10%

1
40%

2
50%
Interpretation :
Above table shows that majority of 50 percent respondents are from Urban, 30 percent of
respondents are from Rural and 10 percent respondents are from Semi Rural.
Which products of Samsung are most preferable by you

Most Preferred Frequency Percentage

TV 18 45

Washing machine 4 10

Refrigerator 4 10

AC 14 35

Total 40 100

Most Preferred

4
35%
1
45%

3
10%
2
10%

Interpretation :
Above table shows that majority 45 percent respondents are using TV, 35 percent
of respondents are using AC, 10 percent of respondents are using Washing
Machine and 10 percent of respondents are using Refrigerator .
How likely are you to recommend Samsung products to others

Recommending to Frequency Percentage

others

Extremely likely 10 25

Very likely 16 40

Moderate likely 6 15

Not at all likely 8 20

Total 40 100

Recommending to others

4
20% 1
25%

3
15%

2
40%

Interpretation :
Above table shows that majority 40 percent of respondents are very likely to
recommend products to others, 25 percent of respondents are extremely likely to
recommend products to others, 20 percent of respondents are not at all likely to
recommend products to others and 15 percent of respondents are moderate likely to
recommend products to others.
What is your opinion about about the performance of Samsung products

Opinion Frequency Percentage

Excellent 20 50

Good 18 45

Bad 2 5

Total 40 100

Opinion

3
5%

1
2 50%
45%

Interpretation :
Above table shows that majority 50 percent of respondents are saying that
Samsung products are excellent, 45 percent of respondents are saying that
Samsung products are good and 5 percent of respondents are saying that Samsung
products are bad.
Do you use Samsung pay for mobile payments

Categories Frequency Percentage

Every year 10 25

Every couple of years 18 45

Rarely 8 20

Never 4 10

Total 40 100

Payment

4
10%
1
25%
3
20%

2
45%

Interpretation :
Above table shows that majority 45 percent of respondents are using Samsung
payments at every couple of years, 25 percent of respondents are using payment at
every year, 20 percent of respondents are using payment at rarely and 10 percent of
respondents are never using Samsung payment .
Why do you prefer Samsung product

Category Frequency Percentage

Quality 24 60

Comfort 4 10

Price 8 20

Prestige 4 10

Total 40 100

Prefer Samsung products

4
10%

3
20%

1
60%
2
10%

Interpretation:
Above table shows that majority 60 percent of respondents are preferring
Samsung products because of quality, 20 percent of respondents are preferring
because of its price, 10 percent of respondents are preferring because of comfort
and 10 percent of respondents are preferring Samsung products because of
prestige.
What is your opinion about prices of Samsung products

Categories Frequency Percentage

Very high 6 15

High 8 20

Medium 18 45

Low 8 20

Total 40 100

Price

1
4 15%
20%

2
20%

3
45%

Interpretation :
Above table shows that majority 43 percent of respondents are saying that prices of
Samsung products are medium, 20 percent of respondents are saying that prices are
high, 20 percent of respondents are saying that prices are low and 15 percent of
respondents are saying that prices of Samsung products are very high.
Who influenced you to buy the products

Categories Frequency Percentage

Family 10 25

Friends 4 10

Advertisements 24 60

Others 2 5

Total 40 100

Influenced

4
5%
1
25%

2
10%
3
60%

Interference :
Above table shows that majority 60 percent of respondents are influenced by
advertisements, 25 percent of respondents are influenced by family, 10 percent of
respondents are influenced by friends and 5 percent of respondents are influenced
by others.
What is your value added features of Samsung

Categories Frequency Percentage

Highly satisfied 20 50

Moderately satisfied 12 30

Satisfied 6 15

Not Satisfied 2 5

Total 40 100

Value added features

4
5%
3
15%

1
50%

2
30%
Interpretation :
Above table shows that majority 50 percent of respondents are highly satisfied
with the value added features of Samsung, 30 percent of respondents are
moderately satisfied, 15 percent of respondents are satisfied and 5 percent of
respondents are not satisfied.
What is your opinion about sales promotional activities

Categories Frequency Percentage

Very impressive 10 25

Moderately 18 45
impressive

Impressive 8 20

Not impressive 4 10

Total 40 100

Sales promotional activities

4
10%
1
25%
3
20%

2
45%
Interpretation :
Above table shows that majority 45 percent respondents are moderately impressive
on sales promotional activities, 25 percent respondents are very impressive, 20
percent of respondents are impressive and 10 percent of respondents are not
impressive on sales promotional activities.
What is your opinion on Advertisement of Samsung

Categories Frequency Percentage

Excellent 24 60

Fair 8 20

Good 2 5

Poor 6 15

Total 40 100

Advertisement

4
15%
3
5%

2 1
20% 60%
Interpretation :
Above table shows that 60 percent of respondents are saying that Samsung
advertisement are excellent, 20 percent of respondents are saying that
advertisement is fair, 15 percent of respondents are saying that advertisement is
poor and 5 percent of respondents are saying that advertisement is poor.
How satisfied are you with customer service provided by Samsung

Categories Frequency Percentage

Very Satisfied 26 65

Satisfied 6 15

Neutral 4 10

Unsatisfied 4 10

Total 40 100

Customer service satisfaction

4
10%
3
10%

2
15%
1
65%

Interpretation :
Above table shows that 65 percent of respondents are very satisfied with customer
service provided by Samsung, 15 percent of respondents are satisfied, 10 percent
of respondents are neutral with the customer service provided by Samsung and 10
percent of respondents are unsatisfied with the customer service provided by
Samsung.
Have you ever had any issues with Samsung products

Categories Frequency Percentage

Yes 10 25

No 30 75

Total 40 100

Issues with Samsung or not

1
25%

2
75%

Interpretation :
Above table shows that majority 75 percent of respondents are saying that they doesn’t had any
issues with Samsung products and 25 percent of respondents are saying that they had problems
with Samsung products.

How likely are you to Purchase another Samsung products in the future

Categories Frequency Percentage

Very likely 26 65

Likely 6 15

Neutral 4 10

Unlikely 4 10

Total 40 100

Purchase

4
10%
3
10%

2
15%
1
65%
Interpretation :
Above table shows that majority 65 percent of respondents are ready to purchase another
Samsung products in the future, 15 percent of respondents are likely to purchase, 10 percent of
respondents are neutral to purchase and 10 percent of respondents are not ready to purchase
another Samsung products in the future.
How important is eco – friendliness in your decision to purchase a Samsung product

Categories Frequency Percentage

Very important 30 75

Somewhat important 6 15

Not important 4 10

Total 40 100

Eco friendliness

3
10%

2
15%

1
75%
Interpretation :
Above table shows that majority 75 percent of respondents says that it is very important in eco –
friendliness in the decision to purchase a Samsung product, 15 percent of respondents says that it
is somewhat important and 10 percent of respondents says that it is not important.

Where do you usually purchase Samsung products

Categories Frequency Percentage

Samsung store 2 5

Online retailer 20 50

Electronics store 16 40

Other 2 5

Total 40 100

Purchasing of Samsung products

4 1
5% 5%

3
40%
2
50%
Interpretation :
Above table shows that majority 40 percent of respondents usually purchase Samsung products
from online retailer, 40 percent of respondents purchase from Electronics store, 5 percent of
respondents are purchasing from Samsung store and 5 percent of respondents are purchasing
from other.
How would you rate the durability of your Samsung products

Categories Frequency Percentage

Excellent 20 50

Good 10 25

Bad 10 25

Total 40 100

Durability

3
25%

1
50%

2
25%
Interpretation :
Above table shows that majority 50 percent of respondents rate the durability of Samsung
products are Excellent, 25 percent of respondents rate as good and 25 percent of respondents rate
Samsung products as bad.

CHAPTER – 4
FINDINGS , SUGGESTIONS AND CONCLUSION

FINDINGS :
∆ Majority 70% of respondents are male.
∆ Majority 45% of respondents are pursuing / pursued UG.
∆ Majority 50% of respondents are residing in urban area.
∆ Majority 45% of respondents are mostly preferred TV.
∆ Majority 40% of respondents are very likely to recommend the product to others
∆ Majority 50% of respondents preferred excellent in the performance.
∆ Majority 45% of respondents use Samsung pay for mobile payments at every
couple of years.
∆ Majority 60% of respondents preferred quality.
∆ Majority 45% of respondents are preferring medium price.
∆ Majority 60% of respondents are influenced by advertisements.
∆ Majority 50% of respondents are highly satisfied with the value added features.
∆ Majority 45% of respondents are moderately impressive on sales promotional
activities.
∆ Majority 60% of respondents preferred excellent on advertisement.
∆ Majority 65% of respondents are very satisfied with the customer service.
∆ Majority 75% of respondents are not having any issues.
∆ Majority 65% of respondents are very likely to purchase product in the future.
∆ Majority 75% of respondents preferred that it is very important, eco –
friendliness in their decision to purchase the product.
∆ Majority 50% of respondents prefer to purchase product from online retailer.
∆ Majority 50% of respondents rated excellent in the durability of the product.
SUGGESTIONS :
∆ To develop loyalty on customers reward repeat customers with perks such as discounts,
exclusive offers, or early access to new products.
∆ Customers should be provided with high quality products with variety choices.
∆ Samsung Offering prompt, helpful, and easily accessible customer service. This could include
24/7 support through multiple channels such as phone, chat, and social media.
∆ Though the company is leading the market, it should beware of competitors who is offering
better quality products at economical prices.

∆ Samsung should redress the grievance of the dealers regarding the supply of catlogs, so that
dealers can show various model to the prospects and endorse to buy Samsung products.

CONCLUSION :
To some up the art of consumer behaviour place a very significant role contributing to the
organisation’s goals image survival and growth.
When consumer satisfaction is improved it spread satisfaction to the employees, supervisors and
manager. It even helps society and the nation through better utilisation of the resources of the
Samsung.
Samsung has adopted so many node techniques to attract the customers. But there is no effective
implementation. If done effectively the Samsung not only satisfy the customers but it can also
delight them which is very important for the growth of business of the bank.
Many experts have played very important role in consumer behaviour technique. Every
organisation has to select the right techniques suitable for the organisation so as to give full
satisfaction to the customers.

BIBLIOGRAPHY :
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https://ijpr.com
https://www.slideshare.net

QUESTIONNAIRE

1) Name :

2) Gender
a) Male
b) Female

3) Education
a) UP to SSLC
b) Higher Secondary
c) UG
d) PG
e) Others

4) Place of residence
a) Urban
b) Rural
c) Semi Rural

5) Which products of Samsung are most preferable by You

a) TV
b) Washing Machine
 c) Refrigerator
d) AC

6) How likely are you to recommend Samsung to others

a) Extremely likely
b) Very likely
c) Moderate likely
d) Not at all likely

7) What is your opinion about the performance of Samsung products

a) Excellent
b) Good
c) Bad

8) Do you use Samsung pay for mobile payments

a) Every year
b) Every couple of years
c) Rarely
d) Never

9) Why do you Prefer Samsung

a) Quality
b) Comfort
c) Price
d) Prestige

10) What is your opinion about Price of Samsung product

a) Very high
b) High
c) Medium
d) Low

11) Who influenced you to buy Samsung products

 a) Family
b) Friends
c) Advertisements
d) Others

12) What is your value added features of Samsung

a) Highly satisfied
b) Moderately satisfied
c) Satisfied
d) Not satisfied

13) What is your opinion about Sales promotional activities of Samsung

products
a) Very impressive
b) Moderately impressive
c) Impressive
d) Not impressive

14) What is your opinion on advertisement of Samsung

a) Excellent
b) Fair
c) Good
d) Poor

15) How satisfied are you with customer service provided by Samsung
a) Very satisfied
b) Satisfied
c) Neutral
d) Unsatisfied

16) Have you ever had any issues with Samsung products
a) Yes
b) No
17) How likely are you to Purchase another Samsung product in the future
a) Very likely
b) Likely
c) Neutral
d) Unlikely

18) How important is eco – friendliness in your decision to purchase a

Samsung product
a) Very important
b) Somewhat important
c) Not important
19) Where do you usually purchase Samsung product
a) Samsung store
b) Online retailer
c) Electronics store
d) Other

20) How would you rate the durability of your Samsung products
a) Excellent
b) Fair
c) Good
d) Bad