Minor Project Report
Submitted in partial fulfillment of the requirement for the award of the Post Graduate Diploma in Management
Under the Guidance of
MS. MEGHA JAIN
Delhi School of Professional Studies and Research
(Approved by AICTE, Ministry of HRD, Govt. of India, New Delhi, India)
This is to certify that the project titled “Consumer Satisfaction with Mobile Industry” is an academic work with industrial intent done by Rohan Agarwal submitted in partial fulfillment of the requirement for the award of “Post Graduate Diploma in Management” from “Delhi School of Professional Studies and Research” under my guidance & direction. To the best of my knowledge and belief the data & information presented by him/her in the project has not been submitted elsewhere.
Ms. Megha Jain
Asst. Professor, DSPSR
This is to certify that Dissertation entitled “Consumer satisfaction with mobile industry” which is submitted by me in partial fulfillment of the requirement for the award of PGDM to Delhi School of Professional Studies and Research, Delhi comprises only my original work and has not been submitted in part or full for any other degree or diploma of any university. If any material has been taken from an external source of information then it has been properly cited in text and duly acknowledged under references.
First of fall i would like to thank the delhi school of professional studies and research for giving me the opportunity to do research paper in their esteemed organization. I am highly obliged to Ms.Megha Jain(DSPSR faculty) for granting me to undertake my off-the-job training report titled consumer satisfaction with mobile industry I would also like to express my thanks to all people under whose able guidance and direction, i was able to give shape to my research paper. Their constant review and excellent suggestions throughout the research are highly commendable. I would like to express my sincere thanks to Ms.Megha Jain, my faculty guide for giving me this wonderful opportunity to have a look at the practical world of living. My heartfelt thanks go to all the people who helped me gain knowledge about the actual working and the processes involved in various departments.
CUSTOMER SATISFACTION WITH MOBILE INDUSTRY
Delhi School of Professional Studies And Research
In the modern era, a customer take into account a number of factors such as quality, design, cost, and feature etc while selecting a product, in contrast of cost which was the only parameter in past. This makes the job of handset provider much more difficult. In today’s time the major players in the mobile handset industry are Nokia, Samsung, LG, Micromax, Sony Ericcson etc. Blackberry is also emerging as a big competitor. In addition to telephony, modern mobile phones also support a wide variety of other services such as text messaging, MMS, email, Internet access, short-range wireless communications (infrared, Bluetooth), business applications, gaming and photography. With so many features available it becomes very important for the customer to choose the best handset as per their requirement and at the same time very difficult for a company to gain customer satisfaction. The purpose of this study is to find that which feature the customer considers the most while purchasing the handset and how the customer loyalty can be gained. For the same purpose data was collected by 50 respondents and analysis is done using SPSS software. Then the result showed that to be cont…
Key words: Mobile handset industry, customer loyalty, customer satisfaction, business applications -------------------------------------------------...